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NEC NDA-30103-004 User's Manual

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1. To begin processing calls log in to the Business Attendant Client See Running the Business Attendant Client Application on page 22 for more information After logging in the Line Status window displays Figure 3 1 UITEET Figure 3 1 Line Status window From the Line Status window you can perform all call processing functions Additionally you can perform selected functions from the Directory and Speed Dials windows Processing Calls Using the Directory You can use the Directory window Figure 5 1 on page 67 to perform several call processing functions such as dialing or transferring calls You can open the directory when the station is in Idle status or while the attendant is connected to a caller See Working With the Directory on page 67 for more information Use one of the following methods to open the Directory window e Start typing the name in the Number Entered field on the Line Status window to find the matching entries in the Directory Note Ifno records are found check the Search for field listed on the Directory Window to verify that the BAS is searching for either the FullName LastName or FirstName field If it is not select a different Default sort field in the Options gt Preferences gt Employee DB tab from the Line Status Window e Select Window gt Directory from the Line Status window e Press CTRL R Page 26 NDA 30103 Revision 4 OpenWorX Business Attendant System User
2. State Zip User Defined fields 1 4 4 To save the entry and add another entry without exiting the Add External Number dialog box click Add Another 5 Click OK to save the entry and exit the Add External Number dialog box The Add External Number dialog box closes adding the entry to the directory Page 72 NDA 30103 Revision 4 OpenWorX Business Attendant System User Guide Working With the Directory Modifying a Directory Entry Modifying an Internal Directory Entry Use the following procedures to edit an entry in the internal or external directory Use the following steps to modify an entry in the internal directory 1 Do one of the following to open the internal directory e Select the View gt Internal directory from the Directory window Figure 5 1 on page 67 e Select the Internal tab in the Directory window Figure 5 1 on page 67 Select the directory entry that you want to modify Do one of the following e Select Edit gt Modify e Right click on an entry and select Modify from the shortcut menu The Edit Employee dialog box displays Figure 5 5 Edit Employee 8574 West Figure 5 5 Edit Employee dialog box 4 Enter the new information in the desired field s Click on the desired tab to navigate between the tabs 5 Click OK to save the entry and exit the Edit Employee dialog box The Edit Employee dialog box closes modifying the directory entry NDA
3. A conference call connects an attendant with two parties in one phone conversation You can initiate a conference from a screened transfer call This option is only available when the current loop is in a state where it can be conferenced or when a conference can be completed Note In any of the methods described below you can toggle your connection between the source and destination parties by clicking on the Source Destination command button See Switching Between Source and Destination Callers on page 37 for more information Page 34 NDA 30103 Revision 4 OpenWorX Business Attendant System User Guide Processing Calls To Place a Use the following steps to place a conference call from the Line Status window Conference Call 1 Enter the phone number of the party you want to be conferenced in to the current call in the Number Entered field on the Line Status window 2 Do one of the following e Perform a screened transfer by doing one of the following e Select the Screen Xfer command button e Select Call gt Screened transfer from the Line Status window e Press ALT S e Press F7 e Announce the call by doing the following e Press ALT L e Press F7 The Business Attendant System places the current call on hold and dials the first party to be joined into the conference call 3 Once you are connected to the destination number do one of the following e Click the Conference command button on the Line Status w
4. Clients to log in to the system Verify the purchase agreement for the number of Clients allowed Hold request failed Please try again Call processing error Try again and check the OAL log file on the OpenWorX Server for detailed error information New password cannot be blank The user left the Password field blank when changing an existing password or entering a new password Blank passwords are not allowed Enter a password Old password is incorrect The user entered an incorrect password while attempting to change the password Re enter the old password Page 94 NDA 30103 Revision 4 OpenWorX Business Attendant System User Guide Error Messages Table 6 6 Business Attendant Client Error Messages Message Cause Action Operation failed Line is busy The attendant tried to answer a call but failed because the attendant s subline was off hook or busy Complete the current call or manually release the call with the receiver on the DIETM to clear the line Operation failed Verify attendant s phone is idle and try again Call processing error Complete the current call or press the receiver on the D TM to clear the line Out of memory Application will terminate The Client workstation does not have enough memory to run the application Verify that the workstations meet the minimum system configuration requirements for the Business
5. Message Cause Action The local workstation is not a valid workstation Have someone with administrator rights set up this workstation in the database The Business Attendant Client s workstation was not entered in the Database using the Business Attendant Administrator application Contact the Administrator to set up the workstation The make call attempt failed Please try again Call processing error Try again and check the OAL log file on the OpenWorX Server for detailed error information The values for New password and Verify password do not match The user entered an incorrect password while attempting to change the password Re enter the old password and the new password correctly when prompted There was an error initializing the Windows Sockets interface The TCP IP socket failed to initialize Reboot system and try again If the problem persists contact support Toggle source dest failed Please try again Call processing error Try again and check the OAL log file on the OpenWorX Server for detailed error information Transfer failed please try again Call processing error Try again and check the OAL log file on the OpenWorX Server for detailed error information Transfer failed the dialed extension is probably busy Call processing error Try again If the destination is busy try transferring to a different extension or transfer to the extensi
6. The speed dial button is updated Page 54 NDA 30103 Revision 4 OpenWorX Business Attendant System User Guide Configuring the User Options To Add or Modify a Speed Dial from the Speed Dials Window Use the following steps to add or modify a speed dial number from the Speed Dials window 1 If the Speed Dials window Figure 2 9 on page 21 is not displayed do one of the following e Select Window gt Speed Dials from the Line Status window e Press CTRL P 2 Right click the desired speed dial button and select Properties from the shortcut menu The Speed Dial Properties dialog box displays Figure 4 3 Speed Dial Properties x Name Number Monitor M Oo ox ce Figure 4 3 Speed Dial Properties dialog box 3 Enter the name that you want to appear on the speed dial button in the Name field 4 Enter the phone number that you want associated with this button in Number field 5 Do one of the following e To turn on monitoring for this speed dial select the Monitor Speed Dial Buttons check box When monitoring is selected the BAS will flash this speed dial button red if a call is ringing on this extension and it will turn the button solid red if the extension is off hook Note Only extensions on the local PBX or on the Fusion network can be monitored Therefore do not select this option if the speed dial number is an ACD pilot an extension across CCIS or an external phone number If OAI tr
7. indicating that the loop is idle Camping On To a Busy Line To Camp Ona Busy Line The Camp command allows the caller to wait for connection to a destination party whose line is busy while leaving the attendant free to answer the next call The busy party hears a zip tone alerting them to the presence of the waiting caller The busy party can then press the Answer key on their D to place their current call on consultation hold and answer the new call Note The destination party must be an internal station on the local PBX You cannot camp on to a party across the CCIS network on a remote PBX Use one of the following actions to camp the current caller on to a busy line after attempting to call a busy line from the Line Status window e Click the Camp command button e Select Call gt Busy camp from the Line Status window e Press ALT P e Press F11 You are released from the call and the loop button clears while the current caller waits for the destination party to become available The caller will hear music or a ring back tone depending on the PBX firmware level at your site e Ifthe caller hears music after being camped they will be connected to the destination party when they become available e Ifthe caller hears a ring back tone after being camped the destination party can press the Answer key on their telephone to toggle between their existing call and the new caller In this case no recall will occur if the bu
8. Call Back field Note The Call Back field is optional but the Name field is required 3 Enter the paged party s name in the Name field in the Party holding for group box 4 Click OK The caller is parked to wait for the paged destination party with the assigned meet me page number displayed in the lower left corner of the Line Status window If no meet me page number displays in the Line Status window no orbit numbers are available and the attendant must instruct the paged party to call the operator The attendant workstation is then released from the call and the loop button display clears NDA 30103 Revision 4 Page 39 Processing Calls OpenWorX Business Attendant System User Guide Joining a Caller The Join command allows you to retrieve a parked caller and connect them to the with a Parked Call paged party Paged Parked Time Abandoned CallBack Orit Jeremy 00 00 03 1504 Jim 00 00 06 00 01 32 1600 Figure 3 4 Join Parked Call window To Join a Parked Call Use the following steps to join the paged party to the parked caller from the Line Status window 1 After answering the call from the paged destination party do one of the following e Click the Join command button e Select Call gt Join with parked call from the Line Status window e Press ALT J e Press CTRL ALT F8 The Join Parked Call window displays Figure 3 4 2 Do one of the following e Select the desired parked c
9. EI r INN TEL E E TOER N 4 Keyboard COVENS nes ceara SEE ED WEG ED S a SR aa E a BEDE EE E De EE 4 Summary of Shortcut and Function KeyS iis SES ER RES BEE DER RENE k ED su SR DEE 5 Business Attendant System Terminology iss ass WER KEES EERS ESE DERE SR EWER RR SR EE BR HEY 6 Chapter 2 Getting Started ever odss oe RE ER EE EE EE eter vee EER EE ER EE EE EE 9 ERAS ie ER DE GR RA ER EER ES DER ER ER ORDER SR SEER GE GR IE EG ed 9 About the Business Attendant Client Window iis EE EE Ee EE Re EER eee 9 iris ate VROEG san a e RD DER DR SR a4 MER he en DR ROLE DER SEE IR ROER OER ER 10 MENUS PROOI OE ADE OO OE RRS EE 10 Bi RE EE N OE OE EE RE E OE OE ER EN 10 sd EO DEK OER OR OR OO EE OE SERE 11 EA BIER soe oe REDE RR RD RES GE PERDE SIDE RD RE ER RE ER ONES KARE KI DE 13 lies od MEERDE EE EE EE EE ORE 13 HENEM 6 540 9 OER EN EE ER EN EE EO ES OE ELE 13 Commands FAP xii EE ME EE EE OE 14 BES god ee ORE TT RS AR SR FOR KOE e ES 14 EE RE EE OE NE EE O AON RUC A EE Or 14 EES TE ad ice sok SE SN SE ER RO RES RD ES ERG HERE E Re EE Go EE RE EG OE 16 REK MOER DR RE ee OE ER EE N EE EE ET EER ee 16 Soure and IG de OO OR TE OE En ERETRIA IAEE EIPRE AS eV ROSS 17 Number Emered Field is sis ae sence KG de N eee Ra EK BEE REKE RR EER AE EK GR N RR BOE 18 AE MEER EE ER EE RE OE OR EE EDS 18 Directory WINdOW es eo ee HEKS RD RE DE GE ERG Ge DE EG VA OS Dk ge ei 19 Speed Dials WINGO s sarina SOEKE 8 EAEE SEER D TEESE SSS EED EE SERE RD OOR RES 21 About M
10. Files tab Figure 6 1 on page 78 Page 84 NDA 30103 Revision 4 OpenWorX Business Attendant System User Guide Using the Wave File Recording Features Setting the Wave File Path Enter the number of minutes that the Business Attendant System should record the conversation before displaying a reminder in the Remind interval field Click OK to save this parameter and exit the Business Attendant Client Options dialog box Before wave files can be played and recorded using the Business Attendant System you must enter a path indicating the location of the wave files You can store the wave files for all attendants in a common directory to save disk space on the local machines instead of having each attendant store their individual wave files on their local machine If the wave files are stored in a common directory the administrator can view playback or delete the wave files to maintain the files and disk space In the common directory each attendant has their own folder Attendants can only view play or delete their own wave files Use the following steps to configure the wave file common directory 1 From the Business Attendant Client Options dialog box Figure 4 1 on page 52 select the Wave Files tab Figure 6 1 on page 78 Do one of the following e Enter the desired path in the Path to wave files field e Click the Browse button and select the desired path from the available directories Click OK t
11. NE EE GEE EE EE EE 68 Changing the Defaut Sot REF ds kee iced REK RD PERD OK HER HER RS OR GR EENDE RS 69 Addina a Directory EM yke os sekwense koe B RE eri SEDEER TORE de DE IG ge GK 70 Adding an intemal Directory ENUY oo on bis en E REDE RD ATIR ORDER DERS IR GADE R DE 70 Adding an External Directory EA 1 24 60 GEED DOEKE SEOR 10006 kee KOR RARR SES EED HR 71 Modiying A Directory EMY saaria hrak EE EE EA ERA A 73 Moditing an Internal Directory ENY iesi os EER EG DERE RD DE KERR DU SNR ER ie ES 73 Meaiving an External Directory EO is se RRe RA pir ERGER TRONE RD ER DRS PD ER hd amp 74 Deleting a Directory ENY cctcadtoce5i0nb bse DR ROK KERR KO ARE SOS ha She GE DRA 75 Deleind an Imternal Directory EMY es es des DKES ERG He Rb ae ke EER DEER ND ORG RRO TS 75 Deleting an External Directory ENT s i265 sis rik GREG ROKERS RR SR DER ER DRS SE DEE 76 Chapter 6 Using the Wave File Recording Features sesse se RR Re 77 CER ee rediwe ree Sew AE eed E ee eee TREE ER EE EN 77 Aboul Wave File Recording ses SE esis cout SEE ELE SA OEO REDES SEE BEA SEE SR 77 Wave File Naming Conventions sae sos ees sesse SP Ee DE DESP ER RE dense 77 Configuring Wave Files Settings ss HEER EE RR RNEER HE EER EER RERSRR OE KOS EN 78 es bk EE oie EO TOT OE EE OT NR EE EE DT 79 Setting Up Greeting Recording Wave File Input Output Devices ss Ee ee 79 Configuring Automatic Greetings AGE NE OE N EA OT OF 81 Configuring Time Dependent Greetings ii E
12. add an entry to the external directory Directory Entry 1 Do one of the following to open the external directory e Select the View gt External directory from the Directory window Figure 5 1 on page 67 e Select the External tab in the Directory window Figure 5 1 on page 67 2 Do one of the following e Select Edit gt Add e Right click on an entry and select Add from the shortcut menu The Add External Number dialog box displays Figure 5 4 Add External Number x ANI num pooo Call num iis Displayable num fo Name f Account N Department SY Company SY Address SY City State Zip fo User Defined User Defined2 User Defined3 O O User Defined4 oOo O O Add another Cancel Figure 5 4 Add External Number dialog box 3 Enter the available information in the following fields e ANI num A ten digit number used to find this record or displayed when answering calls For example enter 9725551212 as a valid ANI number e Call num The access code and number used when placing and transferring calls to this destination For example 99725551212 or 95551212 e Displayable num NDA 30103 Revision 4 Page 71 Working With the Directory OpenWorX Business Aftendant System User Guide The number to be displayed in the directory complete with spaces hyphens and parentheses For example 972 555 1212 Name Account Department Company Address City
13. box The input and output wave devices for recording and playing back greetings must be configured before the Business Attendant System can use recorded greetings Additionally through the settings in the Greeting group box you can configure the Business Attendant System to use different greetings for nights and different greetings for groups Setting Up Greeting Recording Wave File Input Output Devices Use the following steps to select the wave file input and output devices for recording and playing back greetings 1 To select the device that will be used to record the greeting click the Change button beside the Input field in the Greeting group box Figure 6 2 The Wave Input Device dialog box displays Figure 6 3 m Sample Rate r Sample Size Cancel BAZ Beit 11 kHz IEB C 22kHz C 44 kHz Sterea Figure 6 3 Wave Input Device dialog box 2 To select the device that will be used to play back the greetings click the Change button beside the Output field in the Greeting group box Figure 6 2 The Wave Output Device dialog box displays Figure 6 4 Wave Output Device Eg JtermPC Line amp Phone Sample Rate r Sample Size Cancel BRA BE 11 kHz 16 Bi 22KHE AS HE Steen Figure 6 4 Wave Output Device dialog box NDA 30103 Revision 4 Page 79 Using the Wave File Recording Features OpenWorX Business Attendant System User Guide 3 Sele
14. button or by holding down the Alt key while pressing the character underlined on the button For example to access the Answer button press the Alt key while pressing the letter A on the keyboard If a command is not valid for that particular call state the command button will be unavailable See Menus on page 10 for more information Attendants can select which command buttons are displayed on the Line Status window for that specified attendant login name See Selecting the Displayed Command Buttons on page 60 for more information Loops on ic in m mm mm Figure 2 3 Loop Buttons Loops represent calls being handled by an attendant A loop shows the presence of an incoming call that has been answered or an outgoing call that has been placed by an attendant When an incoming call is answered the Business Attendant System automatically places it on the next available loop in seguential order with a green light The Loop buttons Figure 2 3 allow you to work with and display information about the ten loops available for call processing When selected the Loop Number Caller Number and Call Status for that loop appear in the Status Line Moving the mouse pointer over a loop shows the party connected or held along with the amount of time that the caller has been on that loop in the Status Line See Status Line on page 18 for more information The Loop Number identifies the selected loop ranging fr
15. description check boxes in the Affributes group box After you have finished editing the new message send the message by doing one of the following Click the Send by e mail button to send the message to the employee by e mail without further editing If the e mail address is not displayed when the New Message dialog box displays enter the e mail address This e mail address is then added to the database Click the Edit in e mail button to edit the message in the default e mail application This action is very useful when sending the message to multiple people or attaching wave file recordings All of the message information you have entered will be displayed in the e mail application Click the Turn on lamp button to turn on the employee s message waiting lamp and on the 2400 series of PBX display TMM on the phone display The message is saved for the attendant to read to the employee when the employee calls back If using the adjunct Message Reader application employees can read their messages from their D screen NDA 30103 Revision 4 Page 47 Processing Calls OpenWorX Business Attendant System User Guide Viewing Messages Use the following steps to review the messages for an employee 1 If the Directory window Figure 2 8 on page 19 is not displayed open the Directory window by doing one of the following e Start typing the name in the Number Entered field on the Line Status window to find the matching entries i
16. directory by LastName the Business Attendant Client searches the directory by LastName when you enter information in the Search for field on the Directory window or in the Number Entered field on the Line Status window In the internal directories you can sort and search by the following fields listed in Table 5 1 Table 5 1 Valid Sort and Search Fields in the Directory Window Field Names Extension Company FullName Division FirstName Department LastName Building Title Pager City Fax State Loc Status Zip Return Date Mail Stop For external directories you can sort and search by most of the displayed fields See Directory Window on page 19 for more information You can also apply a secondary sort For instance you can find all people with the last name of Smith in Accounting by sorting by the FullName or LastName with a secondary sort on the Department Page 68 NDA 30103 Revision 4 OpenWorX Business Attendant System User Guide Working With the Directory Changing the Default Sort Order Use the following steps to change the default sort order of the displayed directory 1 Select Options gt Preferences on the Line Status window Figure 3 1 on page 26 to open the Business Attendant Client Options dialog box Figure 4 1 on page 52 2 Select the Employee DB or External Number DB tab 3 Select the field from the Default sort field drop down list Figure 5 2 Default sort field City ne Figur
17. following keys in the Line Status window Introduction Table 1 3 Business Attendant System Shortcut and Function Keys To Choose Shortcut Key Function Key Answer ALT A None Announce Call ALT L CTRL F7 Dial ALT D None Hold ALT H F5 Unhold ALT U F3 Blind Transfer ALT B F6 Screened Transfer ALT S F7 Transfer to Voice Mail ALT X CTRL F6 Conference ALT F F9 Toggle Source Destination ALT S F10 Cancel ALT N F2 Release ALT R F12 Busy Camp ALT P F11 Override ALT V CTRL F4 Park ALT K F8 Join with Parked Call ALT J CTRL ALT F8 Retrieve Parked Call ALT E CTRL F8 Save Recording None CTRL F9 Open the Directory window CTRL R None Open the Speed Dials window CTRL P None NDA 30103 Revision 4 Page 5 Introduction OpenWorX Business Aftendant System User Guide Business Attendant System Terminology Abandoned Parked Caller A parked caller who chooses not to wait for the paged caller to respond and hangs up ANI Number Automatic Number Identification Generally the ANI Number lists the telephone number from which the call is placed and the name associated with that number if available Announce Call Allows the attendant to place the caller on hold while the attendant announces the transfer to the destination party without the destination party answering the phone Blind Transfer Allows the attendant to transfer a connected caller directly to the destination p
18. greeting 1 From the Business Attendant Client Options dialog box Figure 4 1 on page 52 select the Wave Files tab Figure 6 1 on page 78 2 Select the Play different greeting for AM and PM check box 3 Click OK to save this parameter and exit the Business Attendant Client Options dialog box Configuring Group Greetings The Business Attendant System can be configured to play different greetings for different groups or DIDs The groups DIDs are configured in the Business Attendant Administrator application Group greetings are configured when recording greetings See Recording a Greeting on page 86 for more information Use the following steps to enable the Business Attendant System to use different greetings for groups 1 From the Business Attendant Client Options dialog box Figure 4 1 on page 52 select the Wave Files tab Figure 6 1 on page 78 2 Select the Play different greeting for groups check box 3 Click OK to save this parameter and exit the Business Attendant Client Options dialog box NDA 30103 Revision 4 Page 81 Using the Wave File Recording Features OpenWorX Business Attendant System User Guide Configuring The Call Conversation group box Figure 6 5 on the Wave Files tab Figure 6 1 Automatic Call on page 78 contains the settings the Business Attendant System uses to enable Recording attendants to record conversations r Call Conversation Input Change Record phone conversat
19. in the Extension field e Click the Directory button to display the Directory window then click and drag the appropriate entry from the Directory window Figure 2 8 on page 19 to the Change Forwarding dialog box Click OK The Setting Forwarding Extension dialog box displays Figure 3 7 with the current forwarding patterns displayed Change Forwarding x Extension f 600 Number to forward to All calls fio Busy calls Unanswered calls const Figure 3 7 Change Forwarding dialog box Setting Forwarding Extension 3 Enter the phone number that will receive the forwarded calls in one of the following fields in the Number to forward to group box e All Calls Forwards all calls to the specified extension e Busy Calls Forwards calls to the specified extension only when the designated extension is busy e Unanswered Calls Forwards calls to the specified extension only when the designated extension does not answer 4 Click OK The designated calls are forwarded to the new extension To Cancel Call 1 Select Line gt Forward from the Line Status window The Change Forwarding Forwarding dialog box displays Figure 3 6 2 Enter the Extension that needs Call Forwarding canceled 3 Clear the phone numbers in the desired fields in the Number to forward to group box 4 Click OK Call forwarding is canceled The calls are canceled for that type of forwarding NDA 30103 Revision 4 Page 4
20. the Directory window Figure 2 8 on page 19 to the Change Do Not Disturb dialog box Page 44 NDA 30103 Revision 4 OpenWorX Business Attendant System User Guide Processing Calls Canceling Do not disturb 3 Click OK The Change Do not disturb dialog box displays Figure 3 9 showing the current Do not disturb setting for that extension Change Do not disturb x Extension fi 600 Select phone operation Don t allow incoming calls Figure 3 9 Change Do not disturb dialog box Select Phone Operation 4 Select Don t allow incoming calls 5 Click OK Do not disturb is set and all incoming calls are blocked from this extension Use the following steps to cancel Do not disturb for an extension Tip You can use the following shortcuts to go directly to Figure 3 9 Change Do not disturb dialog box Select Phone Operation on page 45 e From the Speed Dials window right click on the desired speed dial button and select Forward from the shortcut menu e From the Directory window right click on the desired directory entry and select Forward from the shortcut menu 1 From the Line Status window select Line gt Set do not disturb The Change Do not disturb dialog box displays Figure 3 8 on page 44 2 Do one of the following e Enter the phone number you want to set for Do not disturb in the Extension field e Click the Directory button to display the Directory Click and drag the appro
21. the internal and external directories Deleting an Use the following steps to delete an internal directory entry Internal Directory 1 Do one of the following to open the internal directory Entr y e Select the View gt Internal directory from the Directory window Figure 5 1 on page 67 e Select the Internal tab in the Directory window Figure 5 1 on page 67 2 Select the directory entry that you want to delete from the Directory window 3 Do one of the following e Select Edit gt Delete e Right click on an entry and select Delete from the shortcut menu The Edit Employee dialog box displays Figure 5 7 Edit Employee Contact Department User Defines Ann Figure 5 7 Edit Employee dialog box 4 Click OK to delete the entry and exit the Edit Employee dialog box The Edit Employee dialog box closes deleting the entry from the directory NDA 30103 Revision 4 Page 75 Working With the Directory OpenWorX Business Attendant System User Guide Deleting an External Directory Entry Use the following steps to delete an external directory entry 1 Do one of the following to open the external directory e Select the View gt External directory from the Directory window Figure 5 1 on page 67 e Select the External tab in the Directory window Figure 5 1 on page 67 2 Select the entry that you want to delete from the Directory window 3 Do one of the following e Select Edit gt Delete e
22. use this device for recording and playing a US peak Er back wave files plug a microphone into the DEM PC board s microphone jack and plug in a speaker to the D PC Board s SPKR jack Recording is done with the adjunct telephone Phone Voice Channel recording over the dial tone The recording is played back to the phone NDA 30103 Revision 4 Page 83 Using the Wave File Recording Features OpenWorX Business Attendant System User Guide Table 6 3 Wave File Device Options Option Recording and Play Back Method Recording is done from both the adjunct telephone and the far party The recording is played back to both the adjunct telephone and the far party DEM PC Line and Phone Note The Sample Rate Sample Size and Stereo fields are related to the wave file format These fields can be changed if they are enabled The higher the sample rate chosen the better the recording quality but the more disk space is needed for every second of recording For example to record a wave file for one second at 11KHz uses 10 78 KB disk space at 22KHz uses 21 53KB disk space and 44KHz uses 43 06KB disk space If available select the desired sample rate from the Sample Rate group box If available select the desired sample size from the Sample Size group box If desired click the Stereo check box to record in Stereo Note Jn addition to the sample rate the Input Gain and Wave Volume affect the record and playback quality o
23. wave file After reaching the desired location click the Play button to play the wave file e Move the Slider Control to move to a specific location in the wave file After reaching the desired location click the Play button to play the wave file e Click the Pause button to stop playing the wave file at the current location Click the Pause button again to resume playing the wave file e Click the Stop button to stop the wave file from playing 4 Once you are satisfied with your recording you can save the file as one of the following types of greetings Table 6 4 Greeting Types Greeting Type Action Internal Greeting Plays for internal incoming calls Plays for external incoming calls in spite of the External Greeting called numbers Plays for external incoming calls according to Group Greeting their groups Groups are defined by called numbers 5 If you selected the Group greeting radio button click the Select groups button to select the group s that you want to hear the wave file greeting The Save Greeting for Groups dialog box displays Figure 6 9 displaying the groups previously configured using the Business Attendant Administrator NDA 30103 Revision 4 Page 87 Using the Wave File Recording Features OpenWorX Business Attendant System User Guide Save Greeting For Groups Ed DID Name DID Num 1504 Marketing Engineer Cancel Figure 6 9 Save Greeting for Groups dialog box 6 Click the gro
24. 3 Processing Calls OpenWorX Business Attendant System User Guide Setting Do not disturb To Set Do not disturb The Do not disturb command blocks an extension s incoming calls When Do not disturb is active callers will either hear a reorder fast busy tone when they dial that extension or follow the extension s call forwarding patterns for all calls or unanswered calls Use the following steps to set Do not disturb for an extension Tip You can use the following shortcuts to go directly to Figure 3 9 Change Do not disturb dialog box Select Phone Operation on page 45 e From the Speed Dials window right click on the desired speed dial button and select Forward from the shortcut menu e From the Directory window right click on the desired directory entry and select Forward from the shortcut menu 1 From the Line Status window select Line gt Set do not disturb The Change Do not disturb dialog box displays Figure 3 8 where you will specify the extension for which to set Do not disturb Change Do not disturb Ea Extension to change do not disturb for Extension fi 600 Directory oes Figure 3 8 Change Do not disturb dialog box Setting Do not Disturb Ex tension 2 Do one of the following e Enter the phone number you want to set for Do not disturb in the Extension field e Click the Directory button to display the Directory window Click and drag the appropriate entry from
25. 30103 Revision 4 Page 73 Working With the Directory OpenWorX Business Attendant System User Guide Modifying an Use the following steps to modify an entry in the external directory External Directory Entry 1 Do one of the following to open the external directory e Select the View gt External directory from the Directory window Figure 5 1 on page 67 e Select the External tab in the Directory window Figure 5 1 on page 67 2 Select the directory entry that you want to modify 3 Do one of the following e Select Edit gt Modify e Right click on an entry and select Modify from the shortcut menu The Modify External Number dialog box displays Figure 5 6 ANI num RSS PRE Call num 99725551234 Displayable num 972 555 1234 Name Troy Berek Account fiz34 Department Development Company fAcmelnc 0 Address 1555 ParkerRd Ciy Alen State jx Zip 25000 User Defined1 User Defined2 User Defined3 User Defined4 Add another Cancel Figure 5 6 Modify External Number dialog box 4 Enter the new information in the desired field s 5 Click OK to save the entry and exit the Modify External Number dialog box The Modify External Number dialog box closes modifying the entry in the directory Page 74 NDA 30103 Revision 4 OpenWorX Business Attendant System User Guide Working With the Directory Deleting a Directory Entry Use the following procedures to delete listings in
26. AE ARE OER EA staare yee N ETES OR ET HEEL EF 38 ia Ede oa ba eee EE EI ENE DA OR eee dae bee eae aa 39 Joining a Caller with a Parked Call 2 2236 OO RT TE dies wee hens gee 40 To Join di ede EARTH ANS N VI EE IE ETER 40 Retrieving Aa ede OOR HE RE ET EER HI TE OOR OR 41 To Retrieve a Parked Al ss EES REGSE ERAS GE ER Kees eee HERDER bans 41 sk MY ARE DIETSE TE EE OT HER EE NE DE 42 Fowading ee se ete EL ON AA IR EI ORE OT ITAR 42 TE NRS ee ee ee DAD AR DE GR eee eer en ee EE EA Dr IE EE 42 To Cancel Call Forwarding lt cc ED E dese bs derie EE TE 43 Si BEEK EE EER AE ME LE HT OE NT EER N OU EE ER OE EE EA 44 To Set Do not disturb os oe ee EDE She eee DEE ED GE RE GE ED Soe be DS ie ne 44 Ee RS as se RAPER EE bess ess EE OE EE ET EE OE N 45 is ek Wih Oe ee cee een iere ET ER N EN OR EN SESES 46 Creating de ORE AE UNIE OE N RE AE OO NEG OE 46 ie n ME AA ie se SR EG E TEE LE EE E EE HEEL AE DR HEES 48 Chapter 4 Configuring the User Options sae ek RR RR ER RR RR RR RR RR AR 51 OVEN EE ee ee EE RT EO TR EO EE EET 51 About the Business Attendant Client Options Dialog Box EE EE EE EE eee 52 Configuring the Speed Dial Keys iss is RR EER SEDES KERR MAER KARRE RD pases cannes HG N 53 Adding or Modifying a Speed Dial Number 2000 0 eect eee 53 To Add or Modify a Speed Dial from the Line Status Window 000000 53 To Add or Modify a Speed Dial Using the Directory 00 02 e eee eee 54 Pag
27. Attendant Client application Out of resource memory Application will terminate A resource exception occurred on the Client workstation Verify that the workstations meet the minimum system configuration requirements for the Business Attendant Client application Override failed Call processing error Try again and check the OAL log file on the OpenWorX Server for detailed error information Park request failed Please try again Call processing error Try again and check the OAL log file on the OpenWorX Server for detailed error information Release failed please try again Call processing error Try again and check the OAL log file on the OpenWorX Server for detailed error information Release failed Please manually release call with receiver to clear phone line Call processing error Try again and check the OAL log file on the OpenWorX Server for detailed error information Retrieve Hold request failed Please try again Call processing error Try again and check the OAL log file on the OpenWorX Server for detailed error information Retrieve parked call failed Please try again Call processing error Try again and check the OAL log file on the OpenWorX Server for detailed error information NDA 30103 Revision 4 Page 95 Error Messages OpenWorX Business Aftendant System User Guide Table 6 6 Business Attendant Client Error Messages
28. Attendant System Remember that the Business Attendant System can be customized for each site so the screens shown in this guide may not always reflect what displays on your attendant station This guide uses the following conventions Table 1 1 Document Conventions Window names Dialog box names When you see It means Example Boldfaced Field names Enter the ID in the Name field Click Save Button names Select the names from the Drop down list names Employees drop down list Enter login admin at the Commands keywords or command prompt other user input Capitalized Menu names From the File menu choose Save From the Directory window select Edit gt Modify Click OK to save and close the Account Properties dialog box Menu gt Submenu Menu paths Select Edit gt Modify boldfaced font CTRL S Shortcut keys Press CTRL S to save your CTRL Shift S changes F2 Function keys Press F1 to access the online help Click Click the left mouse Click OK to save your button changes Right click Click the right mouse Right click and select Delete button from the shortcut menu NDA 30103 Revision 4 Page 3 Introduction OpenWorX Business Aftendant System User Guide Procedures Step by step instructions are numbered Simply follow the numbered steps to perform the desired function Sometimes in step by step instructions you will have more than one option to complete the task The
29. E ER EE ER ee ER ee ek ad dk ee 81 Regie EIE EES N AO OR TA NEE N OE AA E SE 81 Configuring Automatic Call Recording ii 66s EER EEE RASSE KERKREG RE DE GEN RE SEE 82 Ein Call Ree as Ens OR EES SEED aaa EE DEE Beiere dr BP 82 Setting Up Call Recording Wave File Input Output DeviceS EE EE SE Es see 83 Configuring the Number of Calls Recorded EE EE cece eee eee eens 84 Configuring the Notification Wanting siccccicecbecedecvecuGece des becwwesense ne 84 Setting the Wave File Path 62d os cou E ethene Geng ss hades ed oes tieni bien seee 85 Working with Gg ges pee RE AN N HEEL DEE EE EG 86 Goel ERC 10 et a aa eee ee eee N EE IE N OE EERS 86 Working with Recorded Lal sei dese ce eee cibs Sadr BEERS DE cen ee esses Seda BEES 89 EE ARMS SA hot cee EE GAD SEE eee ee dee ee ED EE EE PD 89 NDA 30103 Revision 4 Page iii CONTENTS OpenWorX Business Attendant System User Guide Page Pie mo a ee et Oall osse cect ES ES DEER SPEL SE HERO EE ED EER DES BE EG 90 Doerne Weve mle So sss tees becuse SEDES SLEE MEE ODE ED OE GE N a Sou oes Ge GED 91 Troubleshooting Wave FEE vise seke SER EER KERSE REEN DR BE RD Ede D BEES 92 Appendix A Error Messages sees sa aa aa RR RR RR RR RR RR RE RE RR Ee A 93 Page iv NDA 30103 Revision 4 OpenWorX Business Attendant System User Guide FIGURES LIST OF FIGURES Figure Title 2 1 Lie Status ie REEDE EL OE RE GET 2 2 Command BUONE ME PA GER OE EE ER EN EET AS 2 3 Eao EE
30. Figure 4 13 Change Password x User ID mdoss Old password New password Verify new password Figure 4 13 Change Password dialog box 2 Enter your current password in the Old password field 3 Enter your new password in the New password field The maximum length of the password is ten characters either letters or numbers This field is not case sensitive 4 Enter the new password again in the Verify new password field 5 Click OK Your password is changed as specified in the New Password field Use it the next time you log in to the Business Attendant Client Saving the Screen Layout Once the workstation is configured to your preferences you can save the current layout of the Business Attendant Client windows for future use The next time you start the application the layout will be restored to the last saved layout You can also configure the Business Attendant Client to automatically save the screen layout every time you exit e To save the current screen layout select Options gt Save screen layout from the Line Status window The Business Attendant Client windows configuration is saved and will be restored the next time you log in NDA 30103 Revision 4 Page 65 Configuring the User Options OpenWorX Business Attendant System User Guide This Page Left Blank Page 66 NDA 30103 Revision 4 OpenWorX Business Attendant System User Guide Working With the Directory Chapter5 Working With the D
31. Guide Processing Calls Processing Calls Using the Speed Dials You can use the Speed Dials window Figure 2 9 on page 21 to perform several call processing functions such as dialing or forwarding calls See Speed Dials Window on page 21 for more information Use one of the following methods to open the Speed Dials window e Select Window gt Speed Dials from the Line Status window e Press CTRL P Making Calls The Dial command allows you to place a call through the Business Attendant System if there is an available loop The loop button displays the extension used for internal calls or the route and trunk used for external calls Note Ifyou attempt to place a call when no loop is available a message box appears notifying you that the call will not be placed Before the call can be placed unhold and process an existing call to clear a loop To Make a Call Use the following steps to make a call from the Line Status window from the Line g 1 Enter the phone number of the person that you are trying to call in the Number Status Window Entered field on the Line Status window 2 Do one of the following e Select the Dial command button e Select Call gt Dial from the Line Status window e Press ALT D e Press Enter The Business Attendant System selects the first available loop and dials the number To Make a Call Use the following steps to make a call using speed dialing Using the Speed Dial 1 If the Spee
32. Jfno records are found check the Search for field listed on the Directory Window to verify that the BAS is searching for either the FullName LastName or FirstName field If it is not select a different Default sort field in the Options gt Preferences gt Employee DB tab from the Line Status Window e Select Window gt Directory from the Line Status window e Press CTRL R The Directory window displays 2 Do one of the following from the Internal directory e Select the desired directory entry and click the New Message button e Right click on the desired directory entry and select New Message from the shortcut menu The New Message dialog box displays Figure 3 10 with the employee s name and e mail address if available in the To box Page 46 NDA 30103 Revision 4 OpenWorX Business Attendant System User Guide Processing Calls New Message x To Employee PARKER PETE E mail address From Name Company Phone number Extension Message Attributes I Urgent Send by e mail 1d east Editine mail Please call back F Wants to see you Tum on lamp T Came to see you F Returned your call Cancel Figure 3 10 New Message dialog box Enter information about the person for whom you are taking the message in the Name Company Phone number and Extension fields Enter the message in the Message edit box and if desired select any of the six message
33. NEC OpenWorX BUSINESS ATTENDANT SYSTEM USER GUIDE NEC America Inc NDA 30103 004 Revision 4 0 November 2001 Stock 0221191 LIABILITY DISCLAIMER NEC America Inc reserves the right to change the specifications functions or features at any time without notice NEC America Inc has prepared this document for the exclusive use of its employees and customers The information contained herein is the property of NEC America Inc and shall not be reproduced without prior written approval from NEC America Inc NEAX DT and OpenWorX are registered trademarks of NEC Corporation 2001 NEC America Inc Printed in the USA All other brand or product names are or may be trademarks or registered trademarks of and are used to identify products or services of their respective owners MS DOS Microsoft Windows Windows NT and Windows 2000 are registered trademarks of Microsoft Corporation Microsoft Windows 95 and Microsoft Windows 98 are trademarks of Microsoft Corporation OpenWorX Business Attendant System User Guide CONTENTS TABLE OF CONTENTS Page Chapter 1 NEO GN sis oo ons ds up Has N RE ER le BR N REM Ra HOE Ge do RD Ee 1 What is the Business Attendant System is REK KERE ER NESER ES REEKS RA ER ER RE RE RR Eg 1 How This Guide Ee eri on RA NE EO GE N ME ED EE EO EA EE 2 Me a TOE OUD Ene SELDE SESSE GERS ESE SES Oeste EAA EE T AAA HE 3 Document Ce AS PAR TE MA e ME ebeeeeaxe eres 3 RS aaa a seas
34. Note Jn addition to the sample rate the Input Gain and Wave Volume affect the record and playback quality of your wave files These items can be set through the DT PC Board Configure software that comes with your D PC Board Package The D PC Installation Guide for D PC Series III contains detailed information about wave device settings The Input Gain and Wave Volume for selected wave devices can be adjusted before or during recording or playing back wave file 7 Click OK The Wave Input Output Device dialog box closes and the Business Attendant Client Options dialog box displays 8 Click OK to save this parameter and exit the Business Attendant Client Options dialog box Page 80 NDA 30103 Revision 4 OpenWorX Business Attendant System User Guide Using the Wave File Recording Features Configuring Automatic Greetings Use the following steps to enable the Business Attendant System to play a greeting automatically 1 From the Business Attendant Client Options dialog box Figure 4 1 on page 52 select the Wave Files tab Figure 6 1 on page 78 2 Select the Automatically play greeting check box 3 Click OK to save this parameter and exit the Business Attendant Client Options dialog box Configuring Time Dependent Greetings The Business Attendant System allows you to play a different greeting depending on the time of day Use the following steps to enable the Business Attendant System to use a time dependent
35. Right click on an entry and select Delete from the shortcut menu The Delete External Number dialog box displays Figure 5 8 ANI num ERRETLEy ERE Call num 99725551234 Displayable num 672 555 1234 Name Troy Berek Account f 234 Department Development Company fAcmelnc Address fi 555 Parker Rd City Ben State fx Zip foo User Defined a User Defined2 a User Defined3 mm User Defined4 ET Add another Cancel Figure 5 8 Delete External Number dialog box 4 Click OK to delete the entry and exit the Delete External Number dialog box The Delete External Number dialog box closes deleting the entry from the directory Page 76 NDA 30103 Revision 4 OpenWorX Business Attendant System User Guide Using the Wave File Recording Features Chapter6 Using the Wave File Recording Features Overview This chapter outlines the procedures used to work with recorded wave files with the Business Attendant System including playing and recording greetings and conversations Chapter Topics e About Wave File Recording e Configuring Wave Files Settings e Working with Greetings e Working with Recorded Calls e Deleting Wave Files e Troubleshooting Wave Files About Wave File Recording If you have installed the NEC DM PC Board and its driver or an alternate device you can use the wave file recording and playing feature the Business Attendant System provides After the wave device has been config
36. Seconds 10 60 Figure 4 5 Health Check Server Interval field 4 Click OK The Business Attendant Client Health Check Server Interval is changed Page 58 NDA 30103 Revision 4 OpenWorX Business Attendant System User Guide Configuring the User Options Configuring Incoming Call Notification You can configure the Business Attendant Client to alert you to the presence of an incoming call whether or not the application is an active window This feature allows you to minimize the Business Attendant Client while working in another application and the system will notify you when you receive an incoming call For example if you are typing a letter in another application and you do not want the Business Attendant Client on your screen you can minimize the Line Status window so that the Business Attendant Client is still running but not displayed on your screen When a call comes in the Business Attendant Client either activates the application beeps or flashes on your screen so that you can answer that call depending on the notification method you selected Use the following steps to configure how the Business Attendant Client will notify you of an incoming call 1 Choose Options gt Preferences from the Line Status window Figure 3 1 on page 26 The Business Attendant Client Options dialog box displays Figure 4 1 on page 52 2 Select the Line Window tab Figure 4 6 Business Attendant Client Options EF DID DB Route Trun
37. Use the Retrieve Parked Call option The attendant dialed an orbit number Use Park Retrieve to retrieve the parked call Could not change password Database error Invalid Database Version Corrupt Database Note the error code and contact Support Could not create new CallState record Database error CallStateDB corruption Invalid path File locked Note the error code and contact Support Could not delete CallState record Database error CallStateDB corruption Invalid path File locked Note the error code and contact Support Could not initialize the database due to error Failed to initialize Database Invalid Database version Corrupt Database Note the error code and contact Support Could not update CallState record Database error CallStateDB corruption Invalid path File locked Note the error code and contact Support NDA 30103 Revision 4 Page 93 Error Messages OpenWorX Business Aftendant System User Guide Table 6 6 Business Attendant Client Error Messages Message Cause Action Database error Database error Note the error code try the action again and contact support if you receive the error Destination number was forwarded unanswered back to us Canceling transfer The destination phone had forwarded calls sent to the Operator Change the destination s forwarding to the desired location or send the curre
38. WATS 0 Vacant 0 NansT 0 0 MH Me 0 Figure 2 4 Queue Buttons The Queue buttons Figure 2 4 show the current incoming calls according to their origination such as Internal and CCSA Each incoming call label is followed by the number of calls of this type waiting for the attendants This number increases by one with every incoming call of its type and decreases by one every time an attendant answers one of this type or a caller abandons before the call is answered You can configure the Business Attendant Client workstation to sound a beep when an incoming call is placed in the queue See Configuring the User Options on page 51 for more information Calls are placed in the queue in first come first served order but different queues are assigned different priorities such as Priority or Me To answer the next call press the space bar To answer a particular type of call select the Queue Button or press the shortcut key for the desired queue Table 2 2 Queue Types and Shortcut Keys on page 16 describes each incoming call type and the shortcut key for each queue Each call type is routed to the global attendant pool unless otherwise noted Table 2 2 Queue Types and Shortcut Keys s Shortcut Type Description Key Internal Incoming from an internal source ALT I External Incoming from a central office switch ALT E CCSA Incoming call from the Common Control Switching ALT A Arrangement network FX Incomi
39. affic is heavy at your site or if your PBX is running in two port mode and this extension already is being monitoring by other applications such as Incoming Call Assistant or ACD you may choose not to select this option e To turn off monitoring for this speed dial clear the Monitor Speed Dial Buttons check box 6 Click OK The speed dial button is updated NDA 30103 Revision 4 Page 55 Configuring the User Options OpenWorX Business Attendant System User Guide Deleting a Speed To Delete a Speed Dial from the Line Status Window Dial Button Use the following steps to delete a speed dial button from the Line Status window 1 Select Options gt Preferences from the Line Status window Figure 3 1 on page 26 The Business Attendant Client Options dialog box displays Figure 4 1 on page 52 2 Select the General tab which contains the Speed Dial group box Figure 4 2 on page 53 3 Select the button that you want to delete from the Button drop down list in the Speed Dial Buttons group box 4 Clear the information in the Name field 5 Clear the information in the Number field 6 Click OK The information defined for that speed dial button is deleted To Delete a Speed Dial from the Speed Dials Window Use the following steps to delete a speed dial number from the Speed Dials window 1 If the Speed Dials window Figure 2 9 on page 21 is not displayed do one of the following e Select Window gt Speed Dials from t
40. aller and click OK e Double click on the desired parked caller The Business Attendant System connects the destination party to the parked caller releases the attendant workstation clears the loop button and removes the parked record from the database Page 40 NDA 30103 Revision 4 OpenWorX Business Attendant System User Guide Processing Calls Retrieving a If the destination party does not respond to their page you can retrieve the parked Parked Call caller to take a message or send them to another party Note You can access any caller parked in the system not just those you parked Retrieve Parked Call Ea Paged Parked Time Abandoned CallBack Orit Jeremy 00 00 36 1504 Jim 00 00 06 00 00 02 1600 Figure 3 5 Retrieve Parked Call window The Retrieve Parked Call window Figure 3 5 lists all parked callers Each parked call record includes information entered by the attendant who parked the call including the name of the parked caller the name of the paged party the orbit number that the paged destination party can dial to connect automatically to the parked caller and the total time the caller has been parked at the time the window displays If the parked caller abandoned by hanging up or disconnecting the total time since the caller abandoned displays under the Abandoned column and the entry displays in red To Retrieve a Parked Call Use the following steps to connect to the parked caller from the Lin
41. and 3 from the Source Dest Route Trunk Information group box If you do not want to display any information on a line select None Business Attendant Client Options User Defined User Defined3 x p ly Figure 4 11 Route Trunk tab 6 Click OK to save your changes NDA 30103 Revision 4 Page 63 Configuring the User Options OpenWorX Business Attendant System User Guide Configuring the Fields Displayed in the Directory Window The Business Attendant Client directory is divided into internal and external directory Each directory contains various fields about employees and external numbers respectively You can choose the fields for each directory that you want to display in the Directory window See Directory Window on page 19 for more information Note The fields available to display in the directory can only be defined by the Administrator using the Business Attendant Administrator application Use the following steps to choose the fields displayed in the Directory window 1 Select Options gt Preferences on the Line Status window The Business Attendant Client Options dialog box displays with the General tab selected 2 Do one of the following e Select the Employee DB tab to change the information displayed in the Employee Directory e Select the External Number DB tab to change the information displayed in the external directory m Employee directory display Employee fields Fields to
42. arty and releases the attendant from the call Also known as a Direct Transfer Busy Camp Allows the caller to wait for connection to a called party whose line is busy Depending on the version of the PBX the waiting caller is automatically connected when the busy party releases from their call or presses the Answer button on the DIT after hearing the call waiting tone Conference Connects two callers and an attendant into one phone conversation Destination The extension where a call terminates or the party being called DID Number Direct Inward Dialing number Allows inward directed calls to a PBX to reach a specific PBX extension without human intervention When an incoming call arrives on a Direct Inward Dial Number that is assigned in the PBX as a virtual number this virtual number is forwarded to the main monitored number used for the operator usually 0 This feature is often used in a multi tenant environment where the operator answers calls for multiple businesses Do not disturb Blocks an extension s incoming calls so that callers will either hear a reorder tone or will be routed according to the extension s call forwarding pattern when they dial that extension Forward Allows the attendant to direct incoming calls from an extension to a different location Available Forwarding settings are forward all incoming calls forward incoming calls only when the extension is busy or forward incoming calls only when the
43. ation party and releases the attendant from the call This is also known as a Direct Transfer Screened Transfer Places the caller on hold while the attendant calls the destination party and announces the transfer After announcing the transfer the attendant releases the call This is also known as an Announced Transfer or Assisted Transfer Transfer to Voice Mail Transfers the caller directly to the destination party s voice mail box and releases the attendant from the call Announce Call Allows the attendant to place the caller on hold while the attendant announces the transfer to the destination party without the destination party answering the phone Making a Blind If you are already connected to a call use any of the following methods to perform Transfer a blind transfer Note If the destination party is external the Business Attendant System forces the attendant to perform a screened transfer and listen for a busy signal or a ring back tone then manually release from the call To Make a Blind Transfer from the Line Status Window Use the following steps to make a blind transfer from the Line Status window 1 Enter the phone number of the person to whom you are transferring the call in the Number Entered field on the Line Status window 2 Do one of the following e Select the Blind Xfer command button e Select Call gt Blind transfer from the Line Status window e Press ALT B e Press F6 The Business Attendant S
44. condary sort on FulName 7 r Sort amp Search Status Line JBusy gt 303 FwD Busy NA 202 m Message New View Tum Off Lamp Figure 5 1 Directory window NDA 30103 Revision 4 Page 67 Working With the Directory OpenWorX Business Attendant System User Guide Displaying the Directory The Directory window contains the internal and external directories You can open the directory when the station is in Idle status or while the attendant is connected to a source caller From the Line Status window Figure 3 1 on page 26 use one of the following methods to display the Directory window Figure 5 1 e Start typing the name in the Number Entered field on the Line Status window to find the matching entries in the Directory Note Jfno records are found check the Search for field listed on the Directory Window to verify that the BAS is searching for either the FullName LastName or FirstName field If it is not select a different Default sort field in the Options gt Preferences gt Employee DB tab from the Line Status Window e Select Window gt Directory from the Line Status window e Press CTRL R Sorting the Directory You can sort the information in the internal and external directories in various ways When you change the sort criteria of the directory the application changes the directory search criteria to the same value For example if you sort the
45. cording Slider Control Position Length 00 00 00 00 00 08 Play Stop Pause Rewind Fast Forward Figure 6 11 Play Back Controls Play Back dialog box 3 The Play Back dialog box controls Figure 6 11 are similar to those on a tape recorder Use the play back controls to navigate within and play the wave file e Click the Play button to play the wave file Page 90 NDA 30103 Revision 4 OpenWorX Business Attendant System User Guide Using the Wave File Recording Features e Click the Fast Forward or Rewind button to move to a specific location in the wave file After reaching the desired location click the Play button to play the wave file e Move the Slider Control to move to a specific location in the wave file After reaching the desired location click the Play button to play the wave file e Click the Pause button to stop playing the wave file at the current location Click the Pause button again to resume playing the wave file e Click the Stop button to stop the wave file from playing 4 To select another wave file in the list click on the name of the desired file 5 To exit the Play Back dialog box click the close box at the top of the screen Deleting Wave Files Wave files require a large amount of disk space so at times you may want to delete unneeded wave files to free disk space Use the following steps to delete a wave file 1 Select Options gt Play back from the Line Status window F
46. ct the device that will be used to record and play back the greeting wave file from the following options in the drop down list Table 6 2 Wave File Device Options Option Recording and Play Back Method Recording is done from the Mic input and the recording is played back through the speakers To use this device for recording and playing back wave files plug a microphone into the DEM PC board s microphone jack and plug in a speaker to the D PC Board s SPKR jack Recording is done with the adjunct telephone Phone Voice Channel recording over the dial tone The recording is played back to the phone Recording is done from both the adjunct telephone and the far party The recording is played back to both the adjunct telephone and the far party Stereo Mic Speakers DEM PC Line and Phone Note The Sample Rate Sample Size and Stereo fields are related to the wave file format These fields can be changed if they are enabled The higher the sample rate chosen the better the recording quality but the more disk space is needed for every second of recording For example to record a wave file for one second at 11KHz uses 10 78 KB disk space at 22KHz uses 21 53KB disk space and 44KHz uses 43 06KB disk space 4 If available select the desired sample rate from the Sample Rate group box 5 If available select the desired sample size from the Sample Size group box 6 If desired click the Stereo check box to record in Stereo
47. d Dials window Figure 2 9 on page 21 is not displayed do one of als the following e Select Window gt Speed Dials from the Line Status window e Press CTRL P 2 Do one of the following e Click the desired speed dial button e Right click the desired speed dial button and select Dial from the shortcut menu The Business Attendant System selects the first available loop and dials the number NDA 30103 Revision 4 Page 27 Processing Calls OpenWorX Business Attendant System User Guide To Make a Call Use the following steps to make a call from the Directory window Using the 1 If the Directory window Figure 2 8 on page 19 is not displayed open the Directory Directory window by doing one of the following e Start typing the name in the Number Entered field on the Line Status window to find the matching entries in the Directory Note Jfno records are found check the Search for field listed on the Directory Window to verify that the BAS is searching for either the FullName LastName or FirstName field If it is not select a different Default sort field in the Options gt Preferences gt Employee DB tab from the Line Status Window e Select Window gt Directory from the Line Status window e Press CTRL R The Directory window displays 2 Do one of the following e Double click on the directory entry you want to call e Click and drag the directory entry you want to call from the Directory window to the Line Sta
48. d do eis no ecko EER TE LL HE EES ED zee 30 Hele ie ie de EER HG ET II OE OE TE AE ETD EI 30 Mi oek SEER IG ET N NE ER DATA EA EIE AE 31 Maknga Bind MY AE ER EE IE EN EE OE HE ON EN 31 To Make a Blind Transfer from the Line Status Window EE sranane Ee EE ke ee 31 To Make a Blind Transfer Using the Speed Dials 200 Ee eee eee 32 To Make a Blind Transfer Using the Directory 000 00 e eee ees 32 Making SGre op MY n AO sede ctecpestses ER ON ONE ete EA 33 To Make a Screened Transfer from the Line Status WindOW EE EE EE anns Re ee 33 Transfering a Gall in ed ED EE ME OE ER HT 6646655645004 34 To Transfer a Call to Voice Mail ii siese ccd ERENS BR SERE DS RE EE GES De 34 lg ede SO AE OE OE ER OT RE ER EE ES ER OD 34 To Place a Conference GN os oos EE RREOE EER SESDE ER ED DAE SLEE ER REE SE OER HG 35 meee nete ME AE IE ee ee eee AN DK MEER 36 T Release a Call oes See She BEES EAEEE isd karans EED EISE SA OE BE ee 36 Camping O To a Busy EER he cts tebe NE EE II EE HET EO N 36 TE Camp Ona Busy LING oc sore EERS ARE DEERE BAR ad seer Lees ees 36 Switching Between Source and Destination Callers EE EE EE EE ee eee ee 37 To Switch Between Source and Destination Callers EE EE Ee EE eee 37 Wem ed 8 266 rean eeto a iE IETS OU e EV A 37 diere es de MEER IE N ER IE EE OE bee eek REG 37 Sp ce a ee AS OES N RT EE NE N ED FA IE 38 AE AAR oos coke BES EROSIE SUE bose Sea SE ES EE EE SE 38 About Oe
49. d on the Directory Window to verify that the BAS is searching for either the FullName LastName or FirstName field If it is not select a different Default sort field in the Options gt Preferences gt Employee DB tab from the Line Status Window Select Window gt Directory from the Line Status window Press CTRL R The Directory window displays 2 Do one of the following If the administrator has set the default transfer type to Blind Transfer double click the entry of the person to whom you are transferring the call If the administrator has set the default transfer type to Blind Transfer click on the entry of the person to whom you are transferring the call from the Directory window and drag it to the Destination section or the Number Entered field of the Line Status window From the Directory window right click on the entry of the person to whom you are transferring the call then select Blind Transfer from the shortcut menu The Business Attendant System places the current call on hold dials the party to whom the call is being transferred and releases you from the call Page 32 NDA 30103 Revision 4 OpenWorX Business Attendant System User Guide Processing Calls Making a Screened Transfer If you are already connected to a call use any of the following methods to perform a screened transfer Note In any of the methods described below you can toggle your connection between the source and destination partie
50. display Edd Add all gt gt Remove Figure 4 12 Employee Directory Display group box The selected tab contains the fields available for display in the Directory window listed in either the Employee directory display group box or the External number directory display group box The Fields to display box contains the fields that currently appear in the Directory window 3 Do one of the following from the Employee fields box or the External DB fields box e To adda field select the desired field from the Employee fields or the External DB fields and click Add You can also double click the field e To select all of the available fields click Add all e Toremove afield from the Directory window display select the desired field from the Fields to display box and click Remove You can also double click the field e To change the order in which the fields are displayed select a field and click the Move up or Move down button 4 Click OK The Directory window shows any changes to the fields that you made Page 64 NDA 30103 Revision 4 OpenWorX Business Attendant System User Guide Configuring the User Options Changing Passwords You can change your password for the Business Attendant Client application by using the Change Password dialog box Use the following steps to change your password 1 Select Options gt Change password from the Line Status window The Change Password dialog box displays
51. e 5 2 Default Sort field 4 Click OK The Business Attendant Client Options dialog box closes saving the parameters NDA 30103 Revision 4 Page 69 Working With the Directory OpenWorX Business Attendant System User Guide Adding a Directory Entry Adding an Internal Directory Entry Use the following procedures to add new listings in the internal and external directories Use the following steps to add an entry to the internal directory 1 Do one of the following to open the internal directory e Select the View gt Internal directory from the Directory window Figure 5 1 on page 67 e Select the Internal tab in the Directory window Figure 5 1 on page 67 2 Do one of the following e Select Edit gt Add e Right click on an entry and select Add from the shortcut menu The Add Employee dialog box displays Figure 5 3 Add Employee x Demograph Contact Department User Defines FistName j Midde Name Last Name Display Name sis Adtess C wf oo Stte Zo Figure 5 3 Add Employee dialog box 3 Enter data in each of the available fields Click on the desired tab to navigate between the tabs 4 Click OK to save the entry and exit the Add Employee dialog box The Add Employee dialog box closes adding the entry to the directory Page 70 NDA 30103 Revision 4 OpenWorX Business Attendant System User Guide Working With the Directory Adding an External Use the following steps to
52. e Status window 1 Do one of the following e Click the Retrieve command button e Select Call gt Retrieve parked call from the Line Status window e Press ALT E e Press CTRL F8 The Retrieve Parked Call window displays Figure 3 5 2 Do one of the following e Select the desired parked caller and click OK e Double click on the desired parked caller The Business Attendant System connects you to the parked caller and places the call in the first available loop NDA 30103 Revision 4 Page 41 Processing Calls Parked Call Timeout Forwarding Calls To Forward a Call OpenWorX Business Attendant System User Guide If a call is parked beyond the amount of time configured in the Business Attendant Administrator application the Business Attendant System sends it back to any available attendant in the Park T O queue which is presented to all attendants However even though the call has been sent back to the attendant the parked caller can still be joined to the paged caller if The paged party calls the meet me page number before an attendant answers the call in the Park T O queue the paged party and the parked party will automatically be joined and the call will be removed from the Park T O queue and from the parked database The attendant answers a call from the Park T O queue and is still on the line with the parked caller when the paged party calls the meet me page number the attendant will be notif
53. e ii NDA 30103 Revision 4 OpenWorX Business Attendant System User Guide CONTENTS Page To Add or Modify a Speed Dial from the Speed Dials Window 00000 55 Deleting a Speed Dial Button cent codeecoleecseche SEER SERE SE cesses este esa eee 56 To Delete a Speed Dial from the Line Status Window EE EE cece eee eee 56 To Delete a Speed Dial from the Speed Dials Window 0000 cee eee eee 56 Configuring the Window Display Options 3 ses EERDER SEER KEES ER RE RELSA EES BERE ED Eg 57 Setting the Window Display Options EES LEER KEES R DERE AE HEG EE DONE DE He Eg HE 57 Setting the Health Check Server Interval is EE SE Re Ee Re ee ee dk ke de ke ee 58 Configuring Incoming Call Notification Es SERE E RER KERE R SE HESEBER GEED SEER E ORE ke 59 Selecting the Displayed Command Buttons EES EE KOERS ER DREK HE EER RE Ee EES 60 Displaying the Call Source Destination Information EE EE EE EE Ee EE ee eee 61 Configuring the Fields Displayed in the Directory WindOW EE EE EE EE EE eee eee 64 Changing g os 2205s AAR AR DA NE MEEL TE RIT ED N 65 avino the Sereen Layo eee EA OE EE OE ME EO N OE OE EE 65 Chapter 5 Working With the Directory ss sae ER RR RE RR RR RR ER RR RR RR Re 67 6 REEL EO MO AE TOR ESEL HO EER ET EE EE DT 67 About the Directory WNW ass is EE GERED LG KORE ER RADE GE ER GE DE RO PER GIE GE ge ek Se 67 Bi gn AR ri EDE LET OD EO OT OD MS STEREOS 68 SCG th OUGHT OAAR erie OE
54. e the seconds As a result of this format the call may be overwritten within a month of the recorded time Configuring Wave Files Settings Before using the wave file recording and playing functionality of the Business Attendant System the wave devices for playing greetings and phone conversation recordings must be configured Wave device and file settings can be made through the Wave Files tab of the Business Attendant Client Options dialog box Figure 6 1 Use the following steps to display the Wave Files tab 1 Select Options gt Preferences on the Line Status window Figure 3 1 on page 26 The Business Attendant Client Options dialog box displays Figure 4 1 on page 52 2 Select the Wave Files tab Figure 6 1 Business Attendant Client Options OPL3 SA Recording OPL3 SA Playback OPL3 SA Recording OPL3 SA Playback C Program Files NEC OpenWorx Business ely Figure 6 1 Wave Files tab Page 78 NDA 30103 Revision 4 OpenWorX Business Attendant System User Guide Using the Wave File Recording Features Configuring The Greeting group box Figure 6 2 on the Wave Files tab Figure 6 1 on page 78 Greetings contains the settings the Business Attendant System uses to record and play greetings Greeting Input Change Automatically play greeting Play different greeting for AM and PM Output Change Play different greeting for groups Figure 6 2 Greeting group
55. e type of information that displays for internal calls and external calls Additionally you can select the type of information that displays for incoming DID calls and incoming Route Trunk calls When you receive a call the Business Attendant Client takes the information that is available about that call such as Trunk ID ANI DNIS and Extension number and searches your directory to find a match of that information If a match is found the Business Attendant Client shows up to three lines of information about that call depending on the options you selected If you are handling calls for several departments or companies this feature enables you to answer the call with the appropriate greeting Use the following steps to select the source and destination display information 1 Choose Options gt Preferences on the Line Status window Figure 3 1 on page 26 The Business Attendant Client Options dialog box displays Figure 4 1 on page 52 2 To change the information displayed for internal calls select the Employee DB tab Figure 4 8 then select the information that you want displayed on lines 1 2 and 3 from the Source Dest Caller Information group box If you do not want to display any information on a line select None Business Attendant Client Options x General Line Window Employee DB External Number DE DID DE Route Trunk Employee directory display Employee fields Fields to display Ext EMail Add g
56. ed See Configuring Greetings on page 79 for more information Use the following steps to record a greeting 1 Select Options gt Record greeting from the Line Status window Figure 3 1 on page 26 The Record Greeting dialog box displays Figure 6 8 The Record Greeting dialog box contains controls that are similar to those on a tape recorder Record Greeting x Position 2i i 1 1 Length 00 00 01 5 g SEE ETE TT 00 00 25 44 gt gt 00 ID Save as OK Internal greeting Allday OK External greeting Moming BE C Group greeting Afternoon Select groups Figure 6 8 Record Greeting dialog box Page 86 NDA 30103 Revision 4 OpenWorX Business Attendant System User Guide Using the Wave File Recording Features 2 Click the red Record button to start recording The slider moves while you record the message The length of the file displays in the Position and Length fields Note 1 The Stereo Mic Speakers option is recommended to ensure the highest quality of recording Note 2 If you have selected the D Phone Voice Channel take the receiver off the hook and speak the desired greeting The dial tone will not be incorporated in the recording 3 Use the play back controls to navigate within and play the wave file e Click the Play button to play the wave file e Click the Fast Forward or Rewind button to move to the beginning or end of the
57. eed Dials The Speed Dials window Figure 2 9 contains the speed dial buttons you can use to guickly dial another party To associate a number with a speed dial button drag an entry from the Directory window onto a speed dial button on the Speed Dials window You can also define a speed dial button from General tab on the Business Attendant Client Options dialog box Figure 4 1 or by right clicking on a speed dial button and choosing Properties from the shortcut menu See Configuring the Speed Dial Keys on page 53 for more information Speed Dials x Menu _______Options eta Wayne Smith buttons Figure 2 9 Speed Dials window Options Menu The Speed Dials window contains the Options menu From the Options menu you can change the number of speed dial buttons displayed and clear all the speed dial buttons Speed Dial Buttons Clicking on these buttons dials the configured number Right clicking on a speed dial button opens a shortcut menu where you can configure the properties of that speed dial as well as dial forward or set do not disturb for the extension associated with that speed dial The Speed Dials window can be configured to monitor the status of the internal speed dial numbers if the OpenWorX administrator enabled this option in the Business Attendant Administrator Speed dial number monitoring allows attendants to check the status of an internal extension at a glance If a number is monitored the speed dia
58. en the Business Attendant Server comes back up and successfully connects with the Business Attendant Client the following message appears Business Attendant Server Connected EF ee i Connected to Business Attendant Server Figure 2 13 Server Connected message 5 Click OK The Line Status window displays Continue processing calls as usual Page 24 NDA 30103 Revision 4 OpenWorX Business Attendant System User Guide Processing Calls Chapter 3 Processing Calls Overview This chapter outlines the procedures the attendant uses to process calls including answering a call placing a call on hold and transferring a call You can use your mouse or your keyboard in the Business Attendant Client so in most cases there will be more than one way to perform a function For more information about navigating through the windows see Keyboard Conventions on page 4 or About the Business Attendant Client Windows on page 9 Chapter Topics e About Call Processing e Making Calls e Answering Calls e Holding Calls e Transferring Calls e Working With Messages e Canceling Transactions e Releasing Calls e Making Conference Calls e Switching Between Source and Destination Callers e Camping On To a Busy Line e Overriding Calls e Parking Calls e Forwarding Calls e Setting Do not disturb NDA 30103 Revision 4 Page 25 Processing Calls OpenWorX Business Attendant System User Guide About Call Processing
59. erver Port 5678 Cancel _ Figure 2 11 Server Information message Unsuccessful Connection If you receive this message do the following 1 Click OK to attempt to connect to the Business Attendant Server 2 If you are not able to reconnect to the server after repeated tries contact the Administrator for the Business Attendant System at your site Click Cancel to bypass the Server Information message The Line Status window displays for processing employee information and directory services but call processing cannot occur until connection to the Business Attendant Server can be established NDA 30103 Revision 4 Page 23 Getting Started OpenWorX Business Aftendant System User Guide If the Server Goes Down While You Are Working If the Business Attendant Client loses communication with the Business Attendant Server the Server Down Error message displays Figure 2 12 Business Attendant Server Down Error Eg Business Attendant Server is down Check server and then wait for Client to reconnect Figure 2 12 Server Down Error message If you receive this message do the following 1 Click OK to close the error message window 2 Contact the Administrator for the Business Attendant System at your site 3 Continue to answer calls ringing on your phone manually using the Business Attendant Directory to look up numbers and then use the transfer key on the telephone to transfer callers to their destination 4 Wh
60. f your wave files These items can be set through the D PC Board Configure software that comes with your D PC Board Package The D PC Installation Guide for D PC Series III contains detailed information about wave device settings The Input Gain and Wave Volume for selected wave devices can be adjusted before or during recording or playing back wave file Click OK The Wave Input Output Device dialog box closes and the Business Attendant Client Options dialog box displays Click OK to save this parameter and exit the Business Attendant Client Options dialog box Configuring the Number of Calls Recorded The Business Attendant System can record up to the last five calls Use the following steps to configure the number of calls the Business Attendant System records automatically 1 From the Business Attendant Client Options dialog box Figure 4 1 on page 52 select the Wave Files tab Figure 6 1 on page 78 Enter the number of calls ranging from 1 to 5 that the Business Attendant System will record in the Record last calls field Click OK to save this parameter and exit the Business Attendant Client Options dialog box Configuring the Notification Warning Use the following steps to configure how long the conversation is recorded before the BAS reminds the attendant that the call is being recorded 1 From the Business Attendant Client Options dialog box Figure 4 1 on page 52 select the Wave
61. he Line Status window e Press CTRL P 2 Right click the desired speed dial button and select Properties from the shortcut menu The Speed Dial Properties dialog box displays Figure 4 3 on page 55 3 Clear the information in the Name field 4 Clear the information in the Number field 5 Clear the Monitor Speed Dial Buttons check box to turn off monitoring for this speed dial 6 Click OK The information defined for that speed dial button is deleted Page 56 NDA 30103 Revision 4 OpenWorX Business Attendant System User Guide Configuring the User Options Configuring the Window Display Options Setting the Window Display Options You can configure how the Business Attendant Client windows displays on your desktop Use the following steps to configure the Business Attendant Client window display options 1 Select Options gt Preferences from the Line Status window Figure 3 1 on page 26 The Business Attendant Client Options dialog box displays Figure 4 1 on page 52 Select the General tab Windows V Save screen layout on exit I Allow Line window to overlap sub windows IV Minimize sub windows with Line window Figure 4 4 Windows group box To save the current screen layout when you exit the Business Attendant Client select the Save screen layout on exit check box in the Windows group box Figure 4 4 To configure the Line Status window to overlap the Directory and Speed Dials window
62. he Save Recording option is only available after hanging up with the caller you were recording e Click the SvRec command button in the Line Status window Figure 3 1 on page 26 e CTRL F9 e Select Call gt Save Recording from the Line Status window Figure 3 1 on page 26 The recording is saved to the location configured in the Business Attendant Client Options dialog box NDA 30103 Revision 4 Page 89 Using the Wave File Recording Features OpenWorX Business Attendant System User Guide Playing a Use the following steps to play a wave file of a recorded call Recorded Call 1 Select Options gt Play back from the Line Status window Figure 3 1 on page 26 The Play Back dialog box displays Figure 6 10 Play Back Ea Pasian N N N N 1 DO p0 oo 1 i 1 N 44 00 N Wave Files Record Information Name Gidy way Number EF Gipm wav Browse i Ed Time SC EE Delete A 5 Note m for internal callers Figure 6 10 Play Back dialog box 2 Select the wave file that you want to play from the Wave Files group box e To open wave files that are not saved in the default folder click the Browse button then open the desired wave file e Information about the wave file displays in the Record Information group box including the name of the caller or called party the phone number the time of the call and any notes that the operator entered when saving the re
63. ie Rd RR RES RR E KEER RR EN 4 4 Windows group ee 616 koh OE OR EO RE 4 5 Health Check Server Interval field esse sk ke e RR EE EER ORE E SN EES NE 4 6 Line Window TaD si Ede ER EL OES RD RE DEE ER ER eee ER eg 4 7 Command Buttons group BOK o54655sch0da Edir hie rE rE RENER 4 8 Employee DB Go sa Gr KEN este tan see KS RD DEEG DRS Hd EER 4 9 Extemal Nomber DB taD 222224 6 SRSA ROES OES HERDER b DEAR 4 10 HD ER AU io sooie HERE SESDE IERE HE EE HE OD ESE DAE AE 4 11 Pe TO dr 25k beta OE tee EE MR TOE HEG 4 12 Employee Directory Display group box 22 cee eres 4 13 Change Password dialog DOM ass i Eise EED RS EE BED ER AE ER De be 5 1 Directory Le SARA 2 8S OO EE OE TOE 5 2 beid SON Held 6k coeds basse SSSR SOOT EEE OES O RE SEER 5 3 Add Employee dialog DOK ss fred isi ed ieee jess HEKEL SEER DEER 5 4 Add External Number dialog bOX su ccc ees SES EER SR RAS renee ean 5 5 Edi Employee dialog BOK so n ns ER eee ree ius beer RON OER DR ROKR 5 6 Modify External Number dialog box ss ee ek ss Re EE eee eee 5 7 Edit Employee dial g DOK ss se oos ER LE SEER OER KERR ES EE facets 5 8 Delete External Number dialog bOX anaana ER RE EE EE ER ke eee eee 6 1 Wave Files AE EER ER EE EG EN EE NDA 30103 Revision 4 FIGURES Figure 6 2 6 3 6 4 6 5 6 6 6 7 6 8 6 9 6 10 6 11 Page vi OpenWorX Business Attendant System User Guide Title Page Es DEL ed MAREE IE OP EE OE TE RE OE Ee 79 Wave Input Device dialog BOM
64. ied that the paged caller is present and given the opportunity to join the calls The attendant answers a call from the Park T O queue and places the parked caller on hold the paged party and the parked party will automatically be joined if the paged party calls the meet me page number The Forward command redirects incoming calls for an extension to another location such as an extension or voice mail You can forward all calls to that extension forward calls only when the extension is busy or forward calls only when no one answers Use the following steps to forward a call Tip You can use the following shortcuts to go directly to Figure 3 7 Change Forwarding dialog box Setting Forwarding Extension on page 43 e From the Speed Dials window right click on the desired speed dial button and select Forward from the shortcut menu e From the Directory window right click on the desired directory entry and select Forward from the shortcut menu 1 From the Line Status window select Line gt Forward The Change Forwarding dialog box displays Figure 3 6 Change Forwarding x Extension to change forwarding for Extension fi 600 Directory cons Figure 3 6 Change Forwarding dialog box Setting Forwarded Extension Page 42 NDA 30103 Revision 4 OpenWorX Business Attendant System User Guide Processing Calls 2 Do one of the following e Enter the phone number you want forwarded
65. ies os SEER R KERKE SG ED EE ER DE DE HEG DRS 79 Wave Output Device dialog BOT os sees Dk 44 o s Nie 8s KOSS EE RR GR RR DER 79 Call Conversation group BOE ss sos dao nasaret ERK SA Ree OG Eee RR 82 Wave Input Device dialog BEE ee os iek E ROER OER DOER RADE DEE DRA RE RES 83 Wave Output Device dialog BOE EER OERRRES KERE ES ROER REK RE RR be ies 83 R c rd Greeting dialog os ORE EE EE N EE OE OR ET 86 Save Greeting for Groups dialog box sie R EER ER RE nce AR ER EEN ER NEE nes 88 Play Beer Oe se ses she dees OER a SE EED testes De RE SEE NE 90 Play Back Controls Play Back dialog box EE EE Ee ee SE Ee eee 90 NDA 30103 Revision 4 OpenWorX Business Attendant System User Guide TABLES LIST OF TABLES Table Title Page 1 1 Document Conventions Sa oe Si REED ESSRRE ESEL REED AE BEE SEE RED EERS DE 3 1 2 General Key ore sis sa eis R ES EDE E ESE BOD ER ASA ES KOS EDE De 4 1 3 Business Attendant System Shortcut and Function Keys 0 00005 5 2 1 Lace Bugis he hes cet cere RE RE OD MEES 15 2 2 Queue Types and Shortcut KeyS annaa ESE EE ESE RE EES eee eee 16 5 1 Valid Sort and Search Fields in the Directory Window ie EE EE Ee ee ee 68 6 1 Wave File Naming Conventions j sesde ORE OUE ORE SEDEER ER ERAS HE RO EN 77 6 2 Wave File Device Options ESE DES aee 80 6 3 Wave File Device DERE sers ES RED R EER RED EE LEEA RS ER RIVARA 83 6 4 Greng AE AE EE EE OE RE ED EE EE er 87 6 5 Possible Wave File Prob
66. igure 3 1 on page 26 The Play Back dialog box displays Figure 6 10 on page 90 2 Select the wave file that you want to delete from the Wave Files group box e To open wave files that are not saved in the default folder click the Browse button then open the desired wave file e Information about the wave file displays in the Record Information group box including the name of the caller or called party the phone number the time of the call and any notes that the operator entered when saving the recording 3 Click the Delete button The Delete Wave File dialog box displays 4 Click OK The Play Back dialog box displays 5 To exit the Play Back dialog box click the close box at the top of the screen NDA 30103 Revision 4 Page 91 Using the Wave File Recording Features OpenWorX Business Attendant System User Guide Troubleshooting Wave Files NEC recommends that administrators should test the wave file guality by having the attendants record and play back a greeting to an incoming call as well as record and play back a caller s conversation so that the administrator can adjust the configuration of the DIT PC board or the alternate device to establish a satisfactory wave file quality Some problems that may occur when dealing with wave files are listed below with possible solutions Table 6 5 Possible Wave File Problems and Solutions Problem Suggestions You can t hear a recorded greeting or e Choose a differe
67. il box Page 8 NDA 30103 Revision 4 OpenWorX Business Attendant System User Guide Getting Started Chapter 2 Overview Getting Started The Business Attendant System brings the functionality of an attendant console to the PC The Business Attendant Client gives you the ability to handle calls quickly and efficiently with features that include call parking page retrieval and internal and external directory assistance Chapter Topics e About the Business Attendant Client Windows e Line Status Window e Directory Window e Speed Dials Window e Running the Business Attendant Client Application About the Business Attendant Client Windows The Business Attendant Client application is composed of the following three windows Line Status Contains all of the call processing functions This is the main window of the Business Attendant System Speed Dials Contains speed dial buttons which you can set up to dial frequently called numbers Directory Contains the internal and external phone directories The Line Status window is described in the following section For more information about the Directory window see Directory Window on page 19 For more information about the Speed Dials window see Speed Dials Window on page 21 NDA 30103 Revision 4 Page 9 Getting Started OpenWorX Business Aftendant System User Guide Line Status Window Menu Bar Command and Oueues Tabs O I lt OI Li
68. indow e Select Call gt Conference from the Line Status window e Press ALT F e Press F9 You are connected to both the source and destination callers in a conference call 4 When you have finished with the conference call release the call by doing one of the following e Click the Loop button of the destination caller e Click the Release command button e Select Call gt Release from the Line Status window e Press ALT R to release the current call e Press F12 to release the current call The two callers are connected the loop buttons clear and you are released from the call NDA 30103 Revision 4 Page 35 Processing Calls Releasing Calls To Release a Call OpenWorX Business Attendant System User Guide The Release command connects a transferred caller to his or her destination releases the attendant workstation from the call and clears the loop to receive new calls This command is also used to exit a conference call leaving the other two parties talking Use one of the following actions to release the current call from the Line Status window e Click the Loop button of the destination caller e Click the Release command button e Select Call gt Release from the Line Status window e Press ALT R to release the current call e Press F12 to release the current call The caller is connected to its destination the attendant workstation is released from the call and the loop button display clears
69. ion Tpu EE GE Change Record last calls 1 5 Remind interval Minutes Figure 6 5 Call Conversation group box If automatic recording is selected the Business Attendant System warns the attendant after the configured number of minutes that the conversation is being recorded The attendant can then decide to continue or to stop recording Since the wave files require a large amount of disk space the attendant might want to stop recording after the warning displays Note Please follow the FCC rules regarding the legality of recording telephone conversations before you start recording a phone conversation Before the Business Attendant System can record calls call recording must be enabled and the input and output wave devices for recording and playing back call conversations must be configured Additionally the Call Conversation group box allows you to configure the number of calls that will be recorded automatically and the length of time between recording reminders Enabling Call Recording Before the Business Attendant System can record any call conversations conversation recording must be enabled Use the following steps to enable call recording 1 From the Business Attendant Client Options dialog box Figure 4 1 on page 52 select the Wave Files tab Figure 6 1 on page 78 2 Select the Record phone conversation check box 3 Click OK to save this parameter and exit the Business Attendant Client Options dialog b
70. irectory Overview This chapter outlines the procedures used to change the Business Attendant Client options to create a more personalized environment The options can be set individually by each user so each user can customize their speed dials and screen layouts without affecting other users Chapter Topics e About the Directory Window e Displaying the Directory e Sorting the Directory e Adding a Directory Entry e Modifying a Directory Entry e Deleting a Directory Entry About the Directory Window The Directory window Figure 5 1 contains the internal and external directories Double click on an entry in the directory press Enter or drag it to the Line Status window to place a call You can also use the Directory window to define the speed dial buttons on the Speed Dials window See Adding or Modifying a Speed Dial Number on page 53 for more information O Directory ix Edit View Internal External Company Intemational Retail Graphics hd is Fwo FulName Ext Title Department Malt Andrea 301 Receptio HR Mariner Mark Manager Marketing Marks Paula Executiv 5 Martin Jeremy Mail Clerk Receiving Martin Saray 305 General Shipping Martinez Indigo 302 Contractor MIS Martinez Mayb 302 Engineer MIS Mathews Horace 306 Represen Sales Mcallen Olah 304 Manager HR McKinney Kirsten 302 Contractor MIS Meza Jason 307 Sales Ex Marketing ui b Search for FullN ame Marks P Apply se
71. irectory depending on which directory is displayed NDA 30103 Revision 4 Page 19 Getting Started OpenWorX Business Aftendant System User Guide Line Status Indicator If the Line Status Indicator field is configured to display in the directory a telephone or a question mark can be displayed to indicate the status of that station when a directory entry is highlighted The telephone icon indicates that the caller is on the line The question mark icon indicates that the station is off hook and not connected to another party No icon present indicates that the extension is idle The Line field in the Line Status group box also shows the line status See Configuring the Fields Displayed in the Directory Window on page 64 for more information Call Forward Indicator If the Call Forward Indicator field is configured to display in the directory this icon indicates that this line is forwarded when a directory entry is highlighted A red arrow indicates that calls to that line will be forwarded A white arrow indicates that calls to that line may or may not be forwarded depending on the call forwarding patterns in effect No icon present indicates that calls directed to that extension will not be forwarded The FWD field in the Line Status group box also shows the line s forward status See Configuring the Fields Displayed in the Directory Window on page 64 for more information Search Fields Use these fields to find a
72. k Wave Files General Line Window Employee DB External Number DB r Call notification I Pop when minimized E j V Beep m Command Buttons Answer Dial Hold snterend Bind Dest Cancel Clear Park Retieve Unhold Transfer Overidel Join Release Available commands Save recordings Figure 4 6 Line Window tab 3 If you want the Business Attendant Client to be activated automatically when a call comes in select the Pop when minimized check box 4 If you want the window and the Business Attendant Client icon to flash when you receive a call select the Flash window check box 5 If you want to hear an audible tone when you receive a call select the Beep check box 6 Click OK The incoming call notification options are saved NDA 30103 Revision 4 Page 59 Configuring the User Options OpenWorX Business Attendant System User Guide Selecting the Displayed Command Buttons You can specify which command buttons appear in the Line Status window when you are using the Business Attendant Client For example if call parking is not used by your organization you can remove the Park Retrieve and Join buttons to simplify the user interface Use the following steps to select the commands displayed on the command buttons in the Line Status window 1 Select Options gt Preferences from the Line Status window Figure 3 1 on page 26 The Business Attendant Client Options dia
73. l Keys Adding or Modifying a Speed Dial Number You can add modify and delete your speed dial keys The default number of speed dial keys shown is 16 but you can define up to 40 speed dial keys See Speed Dials Window on page 21 for more information Use one of the following methods to add or modify a speed dial number Note fa name is too long to display on a speed dial button you can modify the displayed name in the Speed Dial Buttons group box in the Business Attendant Client Options dialog box To Add or Modify a Speed Dial from the Line Status Window Use the following steps to add or modify a speed dial number from the Line Status window 1 Select Options gt Preferences from the Line Status window The Business Attendant Client Options dialog box displays Figure 4 1 on page 52 2 Select the General tab which contains the Speed Dial group box Figure 4 2 Speed Dial Buttons Button Mary Smith 7 Name Mary Smith Number 301 Figure 4 2 Speed Dial Buttons group box 3 Select the button that you want to use from the Button drop down list in the Speed Dial Buttons group box 4 Enter the name that you want to appear on the speed dial button in the Name field and enter the phone number that you want associated with this button in Number field 5 Click OK The speed dial button is updated NDA 30103 Revision 4 Page 53 Configuring the User Options OpenWorX Business Attendant Syste
74. l button associated with that number will flash when that number is dialed and turn red when connected Speed dial monitoring is configured in the Client Setup options in the Business Attendant Administrator application Refer to the Business Attendant Administration Guide for more information NDA 30103 Revision 4 Page 21 Getting Started OpenWorX Business Aftendant System User Guide Running the Business Attendant Client Application Each time you work with the Business Attendant Client log in with your user ID and password When you have finished using the Business Attendant Client you must exit or quit the application completely Logging In To the 1 From the workstation desktop click the Start button then select Programs gt Application NEC Open WorX gt Business Attendant Client or select the Program Folder specified during the BAS Client installation The Business Attendant Client Login dialog box displays Figure 2 10 Business Attendant Client Login Ed User ID Password Figure 2 10 Login dialog box 2 Enter your User ID in the User ID field Note An account for this User ID must have been set up by your BAS Administrator Refer to the Business Attendant System Administration Guide for more information about maintaining user accounts 3 Enter your password in the Password field 4 Click OK or press Enter The Line Status window displays Figure 2 1 If the Business Attendant Server is up
75. lems and Solutions EE EE EE eee de ke ee 92 6 6 Business Attendant Client Error Messages nunnana Es Ed de ke eee 93 NDA 30103 Revision 4 Page vii TABLES OpenWorX Business Attendant System User Guide This Page Left Blank Page vii NDA 30103 Revision 4 OpenWorX Business Attendant System User Guide Introduction Chapter 1 Introduction The Business Attendant System User Guide provides the information you need to work with the Business Attendant System Client application Chapter Topics e What is the Business Attendant System e How This Guide is Organized e Using This Guide e Business Attendant System Terminology What is the Business Attendant System The Business Attendant System is an Open WorX application that brings the basic functionality of the business attendant console to the desktop of a Windows based workstation The Business Attendant System uses the NEC Open Applications Interface OAT to communicate with the NEAX 2400 or NEAX 2000 When connected to the NEC PBX OAI shows call processing information on the attendant screen and allows the attendants to issue call processing requests with their keyboard or mouse The Business Attendant System extends the attendant s capabilities with database driven console features and loops that provide powerful call handling and directory assistance services The Business Attendant System consists of the following components e The Business Attendant System C
76. lication Refer to the Business Attendant System Administration Guide for more information About Orbit Numbers Orbit numbers specify the numbers that are announced in paging as the meet me page numbers When a call is parked to wait for a party the Business Attendant System assigns an orbit number to that call The orbit number assigned to the parked call displays in the bottom left corner of the Line Status window The attendant announces this number to the paged party as the meet me page number The paged party then can dial this number to retrieve their call without attendant help If no orbit numbers are available then the paged party must call the attendant who then joins the paged party to the waiting caller Page 38 NDA 30103 Revision 4 OpenWorX Business Attendant System User Guide Processing Calls To Park a Call Use the following steps to park a caller from the Line Status window 1 Do one of the following e Click the Park command button e Select Call gt Park from the Line Status window e Press ALT K e Press F8 The Park dialog box displays Figure 3 3 r Party holding for Name Susan r Party being parked Name Jeremy Call Back 11504 Cancel Figure 3 3 Park dialog box 2 Ifthe caller s information was not filled in automatically enter the caller s name in the Name field in the Party being parked group box If available enter the caller s number in the
77. lient application allows the attendants to process calls with a graphical user interface The Business Attendant System Client is referred to in this document as the Business Attendant Client e The Business Attendant System Administrator application is used by administrators to configure the Business Attendant System components The Business Attendant System Administrator application is referred to in this document as the Business Attendant Administrator e The Business Attendant System Server provides connectivity between the Business Attendant System and the PBX The Business Attendant System Server is referred to in this document as the Business Attendant Server Refer to the Business Attendant System Administration Guide for information about the Business Attendant Administrator application and refer to the Business Attendant System Installation Guide for information about the installing the Business Attendant System software NDA 30103 Revision 4 Page 1 Introduction OpenWorX Business Aftendant System User Guide How This Guide is Organized Chapter 1 Introduction This chapter outlines how to use the manual including the actual manual organization chapter layout keyboard conventions function keys and basic terminology for the Business Attendant System Chapter 2 Getting Started This chapter gives a detailed overview of the Business Attendant System and its functions and features including the hardware a
78. ll Status indicator on that loop button turns red The Unhold command reconnects you to a call you previously placed on hold Use one of the following actions to retrieve a caller on hold e Click the Loop button of the held caller e Select the Unhold command button e Select Call gt Unhold from the Line Status window e Press ALT U e Press F3 e If there are no calls waiting in the queue press the SPACE bar to connect you to the held call that has been waiting longest The Business Attendant System connects you to the caller and the Call Status Indicator on that loop button turns green Canceling Transactions To Cancel a Call The Cancel command stops a call transaction in progress Use this command to rejoin the source caller if the destination party does not answer or is busy when you attempt a screened transfer or to hang up after placing a call or answering a call Use one of the following actions to cancel or end the current call e Click the Cancel command button e Select Call gt Cancel from the Line Status window e Press ALT N e Press F2 The current call ends If canceling a screened transfer you are connected to the source caller for further processing Page 30 NDA 30103 Revision 4 OpenWorX Business Attendant System User Guide Processing Calls Transferring Calls The Business Attendant System gives you three ways to transfer calls Blind Transfer Transfers the caller directly to the destin
79. log box displays Figure 4 1 on page 52 2 Select the Line Window tab Figure 4 6 on page 59 The commands displayed on the command buttons in the Line Status window display in the Command Buttons group box Figure 4 7 m Command Buttons Answer Dial Hold Transfer onferend Dest Cancel Clear Park Retieve Unhold Blind xte Join Camp Release Available commands Override break in to a busy station Save recordings Figure 4 7 Command Buttons group box 3 To clear a command from the buttons click on the button to be cleared to select it then click Clear 4 To add a command to a button drag and drop the command from the Available commands list box to a blank command button If you want to replace a displayed command drag and drop an available command to the button you want to replace 5 To remove a displayed command drag and drop the command from the button to the Available commands list box 6 Click OK The command button display options are saved Page 60 NDA 30103 Revision 4 OpenWorX Business Attendant System User Guide Configuring the User Options Displaying the Call Source Destination Information The Business Attendant Client displays information about the original inbound or outbound caller in the Source area and information about the party receiving a transfer or participating in a conference in the Destination area of the Line Status window You can select th
80. m User Guide To Add or Modify a Speed Dial Using the Directory Use the following steps to add or modify a speed dial number using the Directory window 1 If the Directory window is not displayed open the Directory window by doing one of the following e Start typing the name in the Number Entered field on the Line Status window to find the matching entries in the Directory Note Jfno records are found check the Search for field listed on the Directory Window to verify that the BAS is searching for either the FullName LastName or FirstName field If it is not select a different Default sort field in the Options gt Preferences gt Employee DB tab from the Line Status Window e Select Window gt Directory from the Line Status window e Press CTRL R The Directory window displays Figure 5 1 on page 67 2 Ifthe Speed Dials window is not displayed open the Speed Dials window by doing one of the following e From the Line Status window select Window gt Speed Dials e Press CTRL P The Speed Dials window displays Figure 2 9 on page 21 3 Do one of the following to update the speed dial button e Click and drag the desired entry from the Directory window to the General tab of the Business Attendant Client Options dialog box Figure 4 1 on page 52 Click OK The speed dial button is updated e Click and drag the desired entry from the Directory window to the Speed Dials window then drop onto the speed dial button you want to update
81. mber Entered field The Screened Transfer command places the caller on consultation hold in the Source Caller window while the attendant connects to the destination party announces the call then releases the call to complete the transfer You can also perform this operation with the Screen Xfer command button by pressing ALT S or by pressing F7 Conference Conferences a screened transfer call This option is only enabled when the loop is in a state in which it can be conferenced or when a conference can be completed You can also complete this operation with the Conference command button by pressing ALT F or by pressing F9 Toggle source and destination Switches between source and destination callers prior to completing a conference call or transfer This option is only enabled when the current call is in the process of transferring or conferencing You can also perform this operation with the Source Dest command button by pressing ALT S or by pressing F10 Save Recording Writes the selected conversation recording to a specified folder for permanent retrieval and allows the operator to add a note associated with the recorded wave file NDA 30103 Revision 4 Page 11 Getting Started OpenWorX Business Aftendant System User Guide Cancel Stops a transaction Use this command to disconnect from a two party call such as when you place an outbound call and want to disconnect or answer a call and want to disconnect without tra
82. mber that moves with them if they log on to a different ALT M Business Attendant Client workstation Source and Destination Areas m Consultation hold Connected Finch Don 1502 Parker Pete 1601 Title Attorney Title Engineer Department Legal Department PDD Building D Building D Figure 2 5 Source and Destination Area The Source and Destination areas Figure 2 5 on the Line Status window are used to show who is connected to the active loop The left window shows the status of the source caller the person who called in or was called first The right window shows the status of the destination caller i e the extension or phone number being called during transfers or conferences You can display up to three lines of information about the source and destination in these areas of the Line Status window For information on how to change the source information that is displayed see Displaying the Call Source Destination Information on page 61 NDA 30103 Revision 4 Page 17 Getting Started OpenWorX Business Aftendant System User Guide Number Entered Field Number Entered Figure 2 6 Number Entered Field The Number Entered field Figure 2 6 is where you enter extension numbers or phone numbers for processing calls If you enter a non numeric character except or in this field the Directory window displays and the directory is searched for matching characters The directory can be config
83. n NDA 30103 Revision 4 Page 33 Processing Calls Transferring a Call to Voice Mail OpenWorX Business Attendant System User Guide The Business Attendant System allows you to automatically transfer a caller directly to a destination party s voice mail box from the Directory window releasing you from the call When the Transfer to Voice Mail action is selected the Business Attendant System places the source caller on hold and uses a script to dial the Voice Mail Pilot number and connect the caller to the destination party s voice mail box releasing the attendant from the call The Voice Mail Transfer script is configured in the Business Attendant Administrator application Refer to the Business Attendant Administration Guide for more information To Transfer a Call to Voice Mail If you are already connected to a call use one of the following steps to transfer a call to a specific voice mail box e Right click on the destination party in the Directory window and select Transfer to Voice Mail from the shortcut menu e Right click the speed dial button that corresponds to the person to which the call is being transferred and select Transfer to Voice Mail from the shortcut menu The Business Attendant System places the current call on hold dials the desired voice mail box and releases you from the call Making Conference Calls The Conference command allows you to initiate a conference call with two other parties
84. n individual s number in the phone directory according to the search criteria you enter Enter letters or digits in the Primary search field depending on the selected sort option and the first matching entry in the directory will be selected If needed enter letters or digits in the Secondary sort field to sort on an alternate field when the primary search field has identical entries Line Status Group Box These fields show detailed information about the line settings for the selected line such as the call forwarding patterns and the current status of that line Note fthe Line Status Group box shows Busy Private the VIP check box on the Contact tab of the Add or Modify Employee dialog box has been selected for that person See Working With the Directory on page 67 for more information New Message Button This button displays the New Message dialog box where you can edit and send a new message to the employee currently selected in the employee directory View Message Button This button displays the View Messages dialog box where you can view all of the messages for the employee currently selected in the employee directory Turn Off Lamp Button This button displays the Turn Off Message Lamp dialog box where you can turn off the message indicator lamp of the specified telephone Page 20 NDA 30103 Revision 4 OpenWorX Business Attendant System User Guide Getting Started Speed Dials Window About Monitoring Sp
85. n the Directory Note Jfno records are found check the Search for field listed on the Directory Window to verify that the BAS is searching for either the FullName LastName or FirstName field If it is not select a different Default sort field in the Options gt Preferences gt Employee DB tab from the Line Status Window e Select Window gt Directory from the Line Status window e Press CTRL R The Directory window displays 2 Do one of the following from the Internal directory e Select the desired directory entry and click the View button e Right click on the desired directory entry and select View Message from the shortcut menu The View Messages window displays Figure 3 11 ONETIES MEET Employee PARKER PETE Status From Company Phone Hd Fred Barney Acme Inc 555 1111 123 6 22 00 5 55 33 PM Hd Frankie Delano Frankie s Supply 555 2222 456 5 22 00 5 55 05 PM Message Attributes Urgent Will call again Please call back Wants to see you Came to see you eee Be ee Returned your call Figure 3 11 View Messages window All messages for the employee stored in the database are displayed in the message list Unread messages are indicated by a closed envelope in the Status column Read messages are represented by an opened envelope in the Status column Page 48 NDA 30103 Revision 4 OpenWorX Business Attendant System User Guide Processing Calls 3 The message list can be
86. n when they dial that extension Exit Closes the Business Attendant Client application Page 10 NDA 30103 Revision 4 OpenWorX Business Attendant System User Guide Getting Started Call Menu Answer Selects the next call waiting in sequence from the waiting pool i e the first attendant specific call a priority call or the next call in line in the global pool You can also perform this operation with the Answer command button by pressing ALT A or by pressing the space bar Dial Initiates an outgoing call to the number in the Number Entered field You can also perform this operation with the Dial command button by pressing ALT D or by pressing Enter Hold Places the current call on hold This option is only enabled when the loop is in a state in which it can be placed on hold You can also perform this operation with the Hold command button by pressing ALT H or by pressing F5 Unhold Retrieves a call previously placed on hold You can also perform this operation with the Unhold command button by pressing ALT U or by pressing F3 Blind Transfer Initiates a direct transfer to the number in the Number Entered field The Blind Transfer command connects the caller to the destination party without the attendant announcing the transfer You can also perform this operation with the Blind Xfer command button by pressing ALT B or by pressing F6 Screened Transfer Initiates a screened transfer to the number in the Nu
87. nation caller freeing the attendant to answer more calls The destination party is then paged to notify them that they have a call and they can retrieve the waiting call from any telephone by dialing the attendant or dialing a meet me paging orbit number to join the call automatically There are three main commands relating to call parking in the Business Attendant System Park Places a caller on an announcement trunk or a monitored number hearing music to wait for a paged party See Parking a Call on page 38 for more information Join With Parked Call Joins a parked caller to the current source caller See Joining a Caller with a Parked Call on page 40 for more information Retrieve Parked Call Connects the attendant to the parked caller if the destination caller or paged party doesn t respond See Retrieving a Parked Call on page 41 for more information Refer to the following sections for more information about these commands The Park command places a caller on an announcement trunk or a monitored number to wait for a party who has been paged to answer their call To connect to the parked caller the destination party can dial a meet me page number to join the waiting call automatically or use the attendant to join the waiting call See Joining a Caller with a Parked Call on page 40 for more information The meet me page numbers are configured in the Business Attendant Administrator app
88. nd software requirements screen format and menu descriptions Chapter 3 Processing Calls This chapter describes how to perform call processing procedures in the Business Attendant Client application Chapter 4 Configuring the User Options This chapter shows you how to customize the Business Attendant Client to meet your preferences and change your password Chapter 5 Working With the Directory This chapter describes how to use the Business Attendant Client directories including how to add modify and delete individual directory entries Chapter 6 Using the Wave File Recording Features This chapter shows you how to work with recorded greetings and recorded calls in the Business Attendant Client Appendix A Error Messages This appendix describes the error messages that can be encountered when using the Business Attendant System Client application including the potential causes of the error and suggested solutions to resolve the error Page 2 NDA 30103 Revision 4 OpenWorX Business Attendant System User Guide Using This Guide Document Conventions Introduction This guide is designed to make the attendant station easy to understand and simple to use There are examples of the screens you will see in the Business Attendant Client with step by step instructions for the procedures you need to perform Note The screens and procedures shown in this guide represent the typical installation of the Business
89. ne Status lel Es Line Call Options Window The Line Status window Figure 2 1 is the main window of the Business Attendant Client and is used for all of the call processing functions This window displays the status of each loop as well as the activity that is taking place on those loops The tabs buttons and menus on the Line Status window are described in the following sections Help Commands l Queues EASWET Dial Had Seren FET Conference Source Cancel Pak Fetieve Untold RE Jom Camp Release Loop Buttons Loops D 1004 D 1001 E LE Ma ME HE ME r Consultation hold Connected Source and Finch Don 1004 Parker Pete 1001 Destination s Areas Title Attorney Title Engineer Department Legal Department PDD Building D Building D Status Line NEC Number Entered oo 7 EEN 0 Menus Figure 2 1 Line Status Window The Line Status window Figure 2 1 has five pull down menus which allow you to configure and use the Business Attendant Client Line Call Options Window and Help Line Menu Forward Directs incoming calls for an extension to a different location You can forward all calls forward calls when busy or forward when no answer Set Do not disturb Blocks an extension s incoming calls so that callers will either hear a reorder tone or will be routed according to the extension s call forwarding patter
90. ng call via a foreign exchange trunk ALT F TIE Incoming call from a remote station ALT T WATS Incoming call from across a Wide Area ALT S Telecommunications Service Priority Incoming call to a monitored number designated with a ALT Y higher priority given to select individuals Incoming call to the Parked Orbit number in response to a Paged page a call is routed to this queue when the parked callhas ALT G abandoned and is no longer waiting Page 16 NDA 30103 Revision 4 OpenWorX Business Attendant System User Guide Getting Started Table 2 2 Queue Types and Shortcut Keys ae Shortcut Type Description Key Vacant A call has terminated at an unassigned station number or ALT V vacant level Caller has been parked beyond the configured amount of time Refer to the Business Attendant System rene Administration Guide for more information about this AREFE timer setting Direct transferred call to an internal extension was not Nans TO answered within the configured amount of time Refer to ALT N the Business Attendant System Administration Guide for more information about this timer setting Station to Attendant transfer the station issuing the Stn Xfer transfer can be voice mail or an integrated voice response ALT R unit IVR as well as an employee station etc Attendant to Attendant transfer routed only to the specific Att Xfer target attendant ALT X Internal or external call routed to the attendant s personal Me nu
91. nsferring If the destination party does not answer during a screened transfer or you hear a busy tone after a screened transfer to an outside line use this command during a screened transfer to rejoin with the source caller You can also perform this operation with the Cancel command button by pressing ALT N or by pressing F2 Release Releases the attendant workstation from the current Source and Destination connection to receive new calls You can also perform this operation with the Release command button by pressing ALT R or by pressing F12 Busy Camp Allows the caller to wait for connection to a called party whose line is busy Depending on the version of the PBX the waiting caller is automatically connected when the busy party releases from their call or presses the Answer button on the DIT after hearing the call waiting tone You can also perform this operation with the Camp command button by pressing ALT P or by pressing F11 Override Allows the attendant to interrupt an ongoing call to speak with one party placing the other party on consultation hold or join in conference with both parties in that call You can also perform this operation with the Override command button by pressing CTRL F4 or by pressing ALT V Park Places a caller on an announcement trunk or a monitored number hearing music until they can be joined with a paged party You can also perform this operation with the Park command button by pressing ALT K
92. nt call to the destination s voice mail Dialed number was either forwarded back to attendant or it was a monitored number The destination phone had forwarded calls sent to the Operator The destination phone is a monitored number Verify that the destination s phone number is valid If the number is valid change the destination s forwarding to the desired location Error connecting to NEC Application Server The Business Attendant Server machine name is invalid Verify that the Business Attendant System Client installation was successful Error BAS Server compact and repair routine resulted in an error Continue with call processing but report unusual behavior to an administrator immediately A Client was logged in when the Server was scheduled to run the compact and repair routine on the BASQueueDB mdb file and an error occurred Report the error to the Administrator The Administrator should consult log for error codes and try to reschedule the compact and repair routine to non business hours if possible to cut down on the chances of a locked Database Error Failed to read Server name Failed to read the registry on the Server machine Verify that the Business Attendant System Client installation was successful Failed to login to the Business Attendant System Server The number of allowable users was exceeded The security device will only allow a certain number of
93. nt wave device conversation regardless of volume The record input gain for the record device is too low The recorded wave file is noisy e Decrease the volume of the wave device Page 92 NDA 30103 Revision 4 OpenWorX Business Attendant System User Guide Appendix A Error Messages Error Messages The following table lists the error messages that might be encountered when using the Business Attendant System Client application the cause and the suggested remedy Table 6 6 Business Attendant Client Error Messages Message Cause Action All loops are full please process the calls on the loops The attendant tried to answer a call with calls waiting on all loops Process other calls waiting on the loops first BAS Server compact and repair routine has ended Continue with call processing but report unusual behavior to an administrator immediately A Client was logged in when the Server was scheduled to run the compact and repair routine on the BASQueueDB mdb file Report the error to the Administrator The Administrator should consult log for error codes and try to reschedule the compact and repair routine to non business hours if possible to cut down on the chances of a locked Database Camp request failed please try again Call processing error Try again or check the OAL log file on the OpenWorX Server for detailed error information Cannot dial an orbit number
94. nterval eo Seconds 10 60 Cancel Apply Figure 4 1 Business Attendant Client Options dialog box The tabs in the Business Attendant Client Options dialog box contain the following information General Contains the parameters for the speed dial buttons display options and the Health Check Server Interval Line Window Configures the appearance and behavior of the Line Status window Employee DB Configures the information displayed for employees in the internal Directory window and the Source Destination area of the Line Status window External Number DB Configures the information displayed for external numbers in the external Directory window and the Source Destination area of the Line Status window DID DB Configures the information displayed for DID numbers in the Source Destination area of the Line Status window Page 52 NDA 30103 Revision 4 OpenWorX Business Attendant System User Guide Configuring the User Options Route Trunk Configures the information displayed for routes and trunks in the Source Destination area of the Line Status window Wave Files Configures wave file parameters used for recording and playing back greetings and telephone conversations Note The Wave Files tab is displayed and functional only if the NEC DIE PC Card or an alternate device is installed Refer to the System Requirements in the Business Attendant System Administration Guide Configuring the Speed Dia
95. o save this parameter and exit the Business Attendant Client Options dialog box NDA 30103 Revision 4 Page 85 Using the Wave File Recording Features OpenWorX Business Attendant System User Guide Working with Greetings Recording a Greeting If you have installed the DT PC Board and its driver or alternate device in your computer you are able to record and play wave files from or to a telephone line The Business Attendant System provides the following options for playing greeting wave files Automatically play greeting This option enables the Business Attendant System to automatically play back a prerecorded greeting wave file when an incoming call is connected Play different greeting for AM and PM This option enables the Business Attendant System to play back different greeting wave files in the morning and in the afternoon Play different greeting for groups This option enables the Business Attendant System to play back different greeting wave files to different external group callers When a call comes in and is connected a prerecorded greeting wave file is played for the calling party If your selected greeting wave file does not exist no greeting is played Attendants can record greeting wave files after the greetings parameters are configured on the Wave Files tab in the Business Attendant Client Options dialog box Before you start recording verify that the record and play back devices have been properly configur
96. om 1 to 10 The Caller Number is the extension number or Route Trunk number from which the currently connected caller originates For incoming calls from external sources and for outgoing calls to external sources the route and trunk number displays Page 14 NDA 30103 Revision 4 OpenWorX Business Attendant System User Guide Getting Started The Call Status Indicator shows the status of the caller Green indicates an active call while red indicates a call that is on hold Blinking red signifies a party that has been held beyond the configured amount of time Refer to the Business Attendant Administration Guide for more information To select a loop click the desired loop button or use the following keyboard seguence Table 2 1 Loop Button Shortcut Keys To Select Press Loop 1 SHIFT F1 Loop 2 SHIFT F2 Loop 3 SHIFT F3 Loop 4 SHIFT F4 Loop 5 SHIFT F5 Loop 6 SHIFT F6 Loop 7 SHIFT F7 Loop 8 SHIFT F8 Loop 9 SHIFT F9 Loop 10 SHIFT F10 NDA 30103 Revision 4 Page 15 Getting Started Queues Tab OpenWorX Business Aftendant System User Guide The Oueues tab contains the Oueue buttons the Loop buttons the Source and Destination areas and the Number Entered field See Queues on page 16 for more information Queues intemal 0 EE FX 0 Priority 0 Camp T 0 0 Ster 0 External 0 E TIE 0 Paged 0 Pak T 0 0 Att fer 0 _CCSA 0 oo
97. on s voice mail If this fails check the OAl log file on the OpenWorX Server for detailed error information Transfer failed the dialed extension was an orbit number The attendant dialed an orbit number while attempting a transfer Attendants cannot transfer a call to a call parked on an orbit number Transfer to voice mail failed Reconnecting call Call processing error Try again and check the OAL log file on the OpenWorX Server for detailed error information Page 96 NDA 30103 Revision 4 Error Messages OpenWorX Business Attendant System User Guide Table 6 6 Business Attendant Client Error Messages Message Cause Action WARNING BAS Server has began a compact and repair routine on the database Please wait until further notification is given A Client was logged in when the Server was scheduled to run a compact and repair routine on the BASQueueDB mdb file Report the error to the Administrator The Administrator should consult the log for error codes and try to reschedule the compact and repair routine to non business hours if possible to cut down on the chances of a locked Database NDA 30103 Revision 4 Page 97 Error Messages OpenWorX Business Aftendant System User Guide Page 98 NDA 30103 Revision 4
98. onitorning Speed Dials iss ras reiron EED RR EED AEER DES KOR AE EO DRR GOD eS 21 Running the Business Attendant Client Application EE EE eee 22 Logging In To th ADIGA EE RT OE TIS CHOKES 22 Esino ie APA ER RR AE HOE EE OE OER OR eee 22 Connecting to the Business Attendant Server ee EE Re Ee eee 23 If the Server Goes Down While You Are Logging IN annanassae aaaea 23 If the Server Goes Down While You Are Working EE aerae 24 Chapters Processing Gale is ss ss ER SE REKE EE ERK SEE EE EE DEE DE des 25 Bi ARE ER HS eee EE EE MO EA EN OO E a E E 25 About SNR EE ike MM EE NS EE TR EE EE TER EE ET EL Ed 26 Processing Calls Using the Directory 22224426 bEsnRE RR ER ER Eb SA E RE HOE SEER RD DE 26 Processing Calls Using the Speed Dials is RE EE EE ER ER RE EER ER Re ee ee 27 iS re ee ee er see ers ee ae ene a see ear ee ee ey ee eee ee ee 27 To Make a Call from the Line Status Window RE EE e eee eee 27 To Make a Call Using the Speed Dials sos sk os ESE BRA EREE BR ER BARE de HER ER ER 27 To Make a Call Using the Diet 2224442442 KARRE HEER E HEER Ba E REED BERE R SHE E snes 28 Pee ke EE OM EE RT ED ERLA OE ONE N EED ES 29 NDA 30103 Revision 4 Page i CONTENTS OpenWorX Business Attendant System User Guide Page MONO GOEIE sos ss SEEKS ED RS SEE PES ED AE EE SS ER EE DEEL DEER OD L E OE 30 oek Bek Sue EE OR ON LE AI AAR AE TIN ML ED 30 Eie Ad ieke AE EN ERTS GO TER EE OR EE EN HELEN 30 ge le
99. or by pressing F8 Join With Parked Call Joins a parked caller to the current source caller and releases the attendant You can also perform this operation with the Join command button by pressing ALT J or by pressing CTRL ALT F8 Retrieve Parked Call Connects the attendant to the parked caller if the destination caller or paged party doesn t respond You can also perform this operation with the Retrieve command button by pressing ALT E by pressing CTRL F8 Announce Call Allows the attendant to place the caller on hold while the attendant announces the transfer to the destination party without the destination party answering the phone You can also perform this operation by pressing ALT L or by pressing CTRL F7 Transfer to Voice Mail Automatically routes the source caller to the destination party s voice mail box You can also perform this operation by pressing ALT X or by pressing CTRL F6 Page 12 NDA 30103 Revision 4 OpenWorX Business Attendant System User Guide Getting Started Options Menu Preferences Displays the Business Attendant Client Options dialog box where you can change the user preferences The options configured in this dialog box are saved for each user so each user can personalize their speed dials and screen layouts without affecting other users Save screen layout Saves the current layout of the Business Attendant Client windows The next time the application is started for this user the la
100. oss the CCIS network on a remote PBX Note 2 You can determine if a line is busy by dialing it from the Number Entered field in the Line Status window or using the directory To Override a Call Use the following steps to break in to a call from the Line Status window 1 After attempting to call a busy extension do one of the following e Click the Override command button e Select Call gt Override from the Line Status window e Press ALT V e Press CTRL F4 A message appears asking Are you sure you want to break into this person s current call 2 Click Yes You are connected to the destination party While you are on the line with the destination party the other party on the call is placed on hold 3 Do one of the following e Speak with the destination party e Toggle to speak with the caller that is on hold e Join with both parties in a conference call See Making Conference Calls on page 34 for more information NDA 30103 Revision 4 Page 37 Processing Calls Parking Calls Parking a Call OpenWorX Business Attendant System User Guide 4 When you are done click the Release command button The callers are left in a two way call the attendant workstation is released from the call and the loop button display clears One of the more powerful features of the Business Attendant System is the ability to park calls Call parking allows the attendant to place the call in a pool to wait for the desti
101. ox Page 82 NDA 30103 Revision 4 OpenWorX Business Attendant System User Guide Using the Wave File Recording Features Setting Up Call Recording Wave File Input Output Devices Use the following steps to select the wave file input and output devices for recording and playing back calls 1 To select the device that will be used to record the calls click the Change button beside the Input field in the Call Conversation group box Figure 6 5 The Wave Input Device dialog box displays Figure 6 3 Stereo Mic Speakers m Sample Rate Sample Size Cancel C BKHe of 11 kHz C 16Bit C 22kHz C 44 kHz Blereg Figure 6 6 Wave Input Device dialog box 2 To select the device that will be used to play back the wave files of the calls click the Change button beside the Output field in the Call Conversation group box Figure 6 5 The Wave Output Device dialog box displays Figure 6 3 JtermPC Line amp Phone m Sample Rate Sample Size Cancel BRA EE 11 kHz C 16Bit GI Z2KHE ARAE Sterea Figure 6 7 Wave Output Device dialog box 3 Select the device that will be used to record and play back the recorded call wave files from the following options in the drop down list Table 6 3 Wave File Device Options Option Recording and Play Back Method Recording is done from the Mic input and the recording is played back through the speakers To
102. priate entry from the Directory window to Change Do Not Disturb dialog box 3 Click OK The Change Do not disturb dialog box displays Figure 3 9 showing the current Do not disturb setting for that extension 4 Select Allow incoming calls 5 Click OK Do not disturb is canceled and the extension can now receive incoming calls NDA 30103 Revision 4 Page 45 Processing Calls OpenWorX Business Attendant System User Guide Working With Messages Creating a Message The Business Attendant System allows you to take messages for employees and send them either by e mail or by turning on the employee s message waiting lamp When the employee calls back after seeing the message waiting lamp the attendant can view and read the messages for the employee The message waiting lamp is automatically turned off when there are no unread messages See Directory Window on page 19 for more information Note The adjunct OpenWorX Message Reader application allows employees to read their messages directly from their D telephones without calling the attendant Consult your NEC distributor for additional information Use the following steps to edit and send a new message 1 If the Directory window Figure 2 8 on page 19 is not displayed open the Directory window by doing one of the following e Start typing the name in the Number Entered field on the Line Status window to find the matching entries in the Directory Note
103. re is no answer at that extension Health Check Allows the Business Attendant Server to make sure that the connection between the Business Attendant Server and a Business Attendant Client workstation is still active by monitoring the amount of time between heartbeats from the Server to the clients Page 6 NDA 30103 Revision 4 OpenWorX Business Attendant System User Guide Introduction Hold Time A timer setting that specifies the amount of time the Business Attendant System allows a caller to remain on hold before reminding the attendant that the caller is still on hold Link Destination Address The IP address of the PBX running OAI Link Port The port the Business Attendant Server uses to communicate with the PBX Link Source Address Specifies the Ethernet card to use if more than one is installed Monitored Numbers Used by the Business Attendant System to queue and route calls The different types of monitored numbers and their purposes are Hold Monitored Number Number used within the system only for holding calls e Incoming Monitored Number Number used to dial the Business Attendant System attendant internally e Priority Monitored Number Number given to VIPs and emergency listings that routes these calls to the Priority queue e Vacant Monitored Number Number used to route external calls that were placed to nonexistent stations to the specified queue Orbit Numbers Comprise the pool of meet me paging number
104. ry window to define the speed dial buttons on the Speed Dials window See Adding or Modifying a Speed Dial Number on page 53 for more information ODT Grin Edit View Primary Internal Extema Malt Andrea Search field Secondary Sort field Line Status Group Box New View Tum Off Lamp Messaging Buttons m Sort amp Search Company Intemational Retail Graphics LS FwD FulName Ex Title Department 301 Receptio Mik HR Mariner Mark Manager Marketing Marks Paula 301 Executiv Sales Martin Jeremy 1008 Mail Clerk Receiving Martin Saray 305 General Shipping Martinez Indigo 302 Contractor MIS Martinez Mayb 302 Engineer MIS Mathews Horace 306 Represen Sales Mcallen Olah 304 Manager HR McKinney Kirsten 302 Contractor MIS Meza Jason 307 Sales Ex Marketing Fa b Search for FullName JMarks P Apply secondary sort on FullName Status Line JBusy gt 303 FWD Busy NA 202 m Message Figure 2 8 Directory window Menus Company drop down list The Directory window contains two menus Edit and View These drop down menus give you access to directory configuration options that allow you to administer or view the directory entries Internal External Tabs Clicking on these tabs will allow you to view the external directory or the internal d
105. s and remain active select the Allow Line window to overlap sub windows check box in the Windows group box Figure 4 4 To minimize the Directory and Speed Dials windows when the Line Status window is minimized select the Minimize sub windows with Line window check box in the Windows group box Figure 4 4 Note This option is automatically chosen if the Allow Line window to overlap sub windows option is not selected Click OK The window display options are saved NDA 30103 Revision 4 Page 57 Configuring the User Options OpenWorX Business Attendant System User Guide Setting the Health Check Server Interval The Business Attendant Client periodically checks to see if the Business Attendant Server is working properly You can configure how often the Business Attendant Client checks the Business Attendant Server in the Business Attendant Client Options dialog box Use the following steps to set the Health Check Server Interval 1 Choose Options gt Preferences on the Line Status window Figure 3 1 on page 26 The Business Attendant Client Options dialog box displays Figure 4 1 on page 52 2 Select the General tab 3 Enter the desired number of seconds the Business Attendant Client will wait between server health checks in the Health Check Server Interval field The Health Check Server Interval can be configured for a minimum of 10 seconds and a maximum number of 60 seconds Health Check Server Interval f 0
106. s by clicking on the Source Dest command button See Switching Between Source and Destination Callers on page 37 for more information To Make a Screened Transfer from the Line Status Window Use the following steps to make a screened transfer from the Line Status window 1 Enter the phone number of the person to whom you are transferring the call in the Number Entered field on the Line Status window 2 Do one of the following Select the Screen Xfer command button on the Line Status window Select Call gt Screened transfer from the Line Status window Press ALT S Press F7 If the Directory window is open right click on the destination party in the Directory window and select Screen Transfer from the shortcut menu If the Speed Dials are open right click the speed dial button that corresponds to the person to which the call is being transferred and select Screen Transfer from the shortcut menu The Business Attendant System places the current call on hold and dials the party to whom the call is being transferred 3 When the destination party answers that call announce the transfer and release the call See Releasing Calls on page 36 for more information The two calls are connected the loop button clears and you are released from the call 4 If the destination party doesn t answer or is busy cancel the transfer to rejoin the source party See Canceling Transactions on page 30 for more informatio
107. s used for joining paged people with their parked parties Override Allows the attendant to interrupt an ongoing call to conference with both parties in that call or talk with one party while the other party is on hold Park Recall A timer setting that specifies the amount of time the Business Attendant System allows a caller to remain parked waiting to be joined to another party before sending the call to the Park T O queue Parked Caller A caller who has been put on hold in a global area while waiting for a paged party to respond by either dialing the announced meet me paging orbit number or by calling any attendant who will manually join the call Prime Line Corresponds with the physical phone used by an attendant to process calls Retrieved Parked Caller A Retrieved Parked Caller is a parked caller who is connected to an attendant NDA 30103 Revision 4 Page 7 Introduction OpenWorX Business Aftendant System User Guide Screened Transfer Allows the attendant to place the caller on consultation hold then call the destination party announce the transfer and release from the call Also known as an Announced Transfer Server Port The port used by all Business Attendant Client workstations to communicate with the Business Attendant Server Source The extension where a call originates or the party placing the call Transfer to Voice Mail Automatically routes the source caller to the destination party s voice ma
108. se options are presented in bulleted lists as shown in the following example 1 Do one of the following to add a field to the Employee directory e Select the desired field from the Employee field and click Add e Double click the desired field from the Employee field e To select all of the available fields click Add all Keyboard Conventions The general keys used throughout Business Attendant System are Table 1 2 General Key Conventions Key Action Atrow keys Scrolls among options within a menu or field Backspace Erases the character to the left of the cursor Enter Accepts a selection or field entry Also will transfer to an entered number or selected entry in the directory ESC Exits the current screen or action and moves to the previous screen or action Function keys Provide direct access to the different tasks that an attendant can perform Refer to Summary of Shortcut and Function Keys on page 5 for a brief description of the function keys and their assigned functions Tab Moves forward through fields and options Shift Tab Moves backward through fields and options CTRL Tab Moves forward through tabs CTRL Shift Tab Moves backward through tabs Space Bar Answers an incoming call or answers a held call when there are no more queued calls Page 4 NDA 30103 Revision 4 OpenWorX Business Attendant System User Guide Summary of Shortcut and Function Keys Use the
109. siness Attendant System can notify you of an incoming call in addition to the indicators on the queue buttons You can configure the Business Attendant System to sound a beep maximize the Line Status window bring the application to the front or flash the Line Status window when a new call is received See Configuring Incoming Call Notification on page 59 for more information Use one of the following actions to answer an incoming call e Click the desired Queue button e Click the Answer command button e Select Call gt Answer from the Line Status window e Press the SPACE bar e Press ALT A from the Commands tab The Business Attendant System connects you to the first caller waiting in that queue and places the call in the first available loop NDA 30103 Revision 4 Page 29 Processing Calls Holding Calls Placing a Call On Hold Retrieving a Held Call OpenWorX Business Attendant System User Guide The Hold command allows you to temporarily leave a connected call without releasing it freeing you to handle calls on other loops Note f there are no available loops the Business Attendant System stops answering calls until a loop becomes available Use one of the following actions to place a caller on hold e Click the Hold command button e Select Call gt Hold from the Line Status window e Press ALT H e Press F5 The Business Attendant System places the caller on hold with music and the Ca
110. sorted in the ascending or descending order by any of the fields displayed To sort the list in the ascending order by a given field click the column header of the appropriate field Click on the column header again to sort the list by the field in descending order To read the text of the message double click the message entry The message text displays in the Message edit box Some of the check boxes to the right of the Message edit box may be selected Once the message is read the status of the message changes from unread to read and the Time field indicates the time that the message was read The employee s message waiting lamp is turned off when the message is marked read and there are no more unread messages Do one of the following e Click Delete to delete the selected message The message is deleted from the message database e Click Close to exit the View Messages window without deleting the message The View Messages window closes Note A read message will only be retained in the database for the amount of time configured in the Business Attendant Administrator It will be deleted after the configured amount of time elapses Refer to the Business Attendant System Administration Guide for more information NDA 30103 Revision 4 Page 49 Processing Calls OpenWorX Business Attendant System User Guide This Page Left Blank Page 50 NDA 30103 Revision 4 OpenWorX Business Attendant System User Guide Config
111. sy party does not answer the new call Page 36 NDA 30103 Revision 4 OpenWorX Business Attendant System User Guide Processing Calls Switching Between Source and Destination Callers The Source Destination commands allow you to switch between the source and destination parties prior to completing a conference call or transfer This option is only available when you are in the process of transferring overriding or conferencing the current call To Switch Between Use one of the following actions to switch between the source and destination Source and parties from the Line Status window Destination Callers Note The Source Dest command button changes as you toggle between the source and destination e Click the Source Dest command button to switch between the source and destination e Select Call gt Toggle source amp destination from the Line Status window e Press ALT S to switch between the source and destination e Press F10 to switch between the source and destination The current party is put on hold and the Business Attendant System connects you to the desired party The loops for the source and destination change to reflect their change in status Overriding Calls The Override command allows you to break in to an ongoing call to speak with one party or conference with both parties in that call Note 1 One of the parties being overridden must be an internal station on the local PBX not an external number or acr
112. t gt Department Fax Address Move up Add all gt gt Move down lt lt Remove Source Dest Caller Information Line 1 Ex 7 Line 2 Department Line 3 Division E Default sort field Ext Figure 4 8 Employee DB tab NDA 30103 Revision 4 Page 61 Configuring the User Options OpenWorX Business Attendant System User Guide 3 To change the information displayed for external calls select the External Number DB tab Figure 4 9 then select the information that you want displayed on lines 1 2 and 3 from the Source Dest Caller Information group box If you do not want to display any information on a line select None Business Attendant Client Options Departmen El Company hares E Name H Figure 4 9 External Number DB tab 4 To change the information displayed for DID calls select the DID DB tab Figure 4 10 then select the information that you want displayed on lines 1 2 and 3 from the Source Dest DID Info group box If you do not want to display any information on a line select None Business Attendant Client Options Figure 4 10 DID DB tab Page 62 NDA 30103 Revision 4 OpenWorX Business Attendant System User Guide Configuring the User Options 5 To change the information displayed for calls coming in on a specific route and trunk select the Route Trunk tab Figure 4 11 then select the information that you want displayed on lines 1 2
113. the number of calls waiting in the queues displays in the Status Line If the Business Attendant Server is down Off line displays in the Status Line Exiting the Select Line gt Exit from the Line Status window The Business Attendant Application Client application closes and the Windows desktop displays Page 22 NDA 30103 Revision 4 OpenWorX Business Attendant System User Guide Getting Started Connecting to the Business Attendant Server The Business Attendant Client must be connected to the Business Attendant Server to process calls To make sure that it is communicating properly with the Business Attendant Server the Business Attendant Client periodically performs a health check to make sure that the Business Attendant Server is operational You can configure how often the Business Attendant Client checks the Business Attendant Server in the Health Check Server Interval See Setting the Health Check Server Interval on page 58 for more information If the Server Goes Down While You Are Logging In If the Business Attendant Client cannot connect to the Business Attendant Server when you are first logging in the Server Information message displays Figure 2 11 Business Attendant Server Information ER Error sending online request to the server Please check with administrator to see if the following Business Attendant Server information is correct or the Business Attendant Server is down Server Name pitt S
114. tus window e Enter the name of the person you are trying to call in the Search for FullName field Select the desired party from the matching entries displayed in the Directory window and press Enter Note Jf the Search for field does not specify FullName select FullName for the Default sort field under the Options gt Preferences gt Employee DB tab from the Line Status Window e Right click on the directory entry you want to call and select the number you want to dial from the shortcut menu The numbers available to call in this list include those User defined fields that have been marked by the administrator as Dialable Refer to the OpenWorX Business Attendant System Administration Guide for more information The Business Attendant System selects the first available loop and dials the number Page 28 NDA 30103 Revision 4 OpenWorX Business Attendant System User Guide Processing Calls Answering Calls The Answer command connects you to an incoming call and places it on the next available loop Note Jfthere are no available loops the Business Attendant System stops answering calls until a loop becomes available When an incoming call arrives in a queue the queue button for that type of call is lit and the number on the display increases by one as shown in Figure 3 2 Call Indicator _ _ J_ nternal 1 Number of Calls Waiting in Queue Queue Name Figure 3 2 Queue Button There are other ways the Bu
115. uas ES ASE DE BEES IG OES E BERE S AGE DOE AG 2 4 EE BUS ii at ee ee ee AE EE DEL GESE DE RED EIE 2 5 Source and Destination Area EE EE Ee ee 2 6 Number Entered Field ita ae REKE EK GER GED KM RAK wee ae 2 7 id ARM EO EE TO DE EE IE ER DE 2 8 LEO WING su EES SEKERES RD KEER BOS ED HENS eR He Er 2 9 Speed Dials WOW AO OE EE OE OR EL OE HO AE N 2 10 LOGIN dialog BEE oie sae sk EP KARRE ID dense KA RORR ERK NAS RS 2 11 Server Information message Unsuccessful Connection 2 12 Server Down Error MESSAGE SEER EBEERE SE ROSE WER RES ER ER 2 13 Server Connected message Es ER EER ER EERS DR RR ER EER EE 3 1 Line Status dy ne ie od RE AE OG EL N EET 3 2 Rd ou ERROR N EE Ad 3 3 Ge eed ME REIK N EE tases ER ckaet 3 4 Me de ike IE es MAER AR EE dieen i 3 5 Retrieve Parked Call window 2 se iek Hosa sh AE EE Hek RE DR ieee 3 6 Change Forwarding dialog box Setting Forwarded Extension 3 7 Change Forwarding dialog box Setting Forwarding Extension 3 8 Change Do not disturb dialog box Setting Do not Disturb Extension 3 9 Change Do not disturb dialog box Select Phone Operation 3 10 New Message dialog DOK ss n SERE ER EER MEER SEER SR ence ER E ees 3 11 View Messages window sos cess GEEIS IE PER BEKER EES HR ER BREED 4 1 Business Attendant Client Options dialog box 00 55 4 2 Speed Dial Buttons group Be is EE E OER ESE EREE BEKEER HEG EES 4 3 Speed Dial Properties dialog bOX ia
116. up s to select the desired groups Click OK when all groups are selected The Save Greeting for Groups dialog box closes 7 Select the time of day that you want the message to be played e All day e Morning e Afternoon 8 Click OK The Record Greeting dialog box closes saving the greeting Page 88 NDA 30103 Revision 4 OpenWorX Business Attendant System User Guide Using the Wave File Recording Features Working with Recorded Calls Recording a Call The Business Attendant System gives attendants the capability to record and play back call conversations If configured the Business Attendant System will automatically record a number of calls and save them as wave files for attendants to play back See Configuring Automatic Call Recording on page 82 for more information If the Business Attendant System is configured to automatically record the phone conversations the specified number of calls are recorded The files are not permanently saved to the hard drive since the files often require large amounts of disk space Instead the temporary files are saved to the location configured in the Business Attendant Client Options See Configuring Automatic Call Recording on page 82 for more information Note Please follow the FCC rules regarding the legality of recording telephone conversations before you start recording a phone conversation Use following methods to save call recordings with a note attached Note T
117. ured the attendant can record and play back wave files including greetings and conversations See Working with Greetings on page 86 for more information If automatic call recording is enabled the Business Attendant System automatically records calls and allows attendants to play them back See Working with Recorded Calls on page 89 for more information Wave File Naming Each wave file has a wav extension The Business Attendant Client uses the Conventions following conventions in naming the files Table 6 1 Wave File Naming Conventions When You See It Indicates g This is a greeting wave file i This is an internal greeting wave file e This is an external greeting wave file BOOK This is a greeting wave file for called number xxxx dy This is a greeting wave file used all day am This is a greeting wave file used only for mornings pm This is a greeting wave file used only for afternoons NDA 30103 Revision 4 Page 77 Using the Wave File Recording Features OpenWorX Business Attendant System User Guide Table 6 1 Wave File Naming Conventions When You See It Indicates If the file name contains all digits the file is a recorded call conversation The numbers indicate the time that the conversation was recorded The first two digits indicate File name is all digits the day the second two digits indicate the hour the third example 12121212 two digits indicate the minutes and the fourth set of two digits indicat
118. ured to search based on various sort criteria See Changing the Default Sort Order on page 69 for more information Status Line Loop 1 Hold Ann 1504 028 0 Current Call Status Number of Queued Calls or Off line Status Timer Figure 2 7 Status Line The Status Line Figure 2 7 displays information about a loop Moving the mouse pointer over a Loop button displays the status of that loop in the Status Line including the caller information and a timer showing how long in minutes and seconds the loop has been in its current state For example if you move the mouse pointer over the Loop button of a loop that is on hold the Status Line indicates who is on hold and the timer indicates how long this person has been on hold Additionally the number of calls waiting in the queue appears on the right side of the Status Line when the Business Attendant Server is on line When the Business Attendant Server is down the number of queued calls changes to Off line Page 18 NDA 30103 Revision 4 OpenWorX Business Attendant System User Guide Directory Window Line Indicator Menus Tabs Status Call Forward Indicator Getting Started The Directory window Figure 2 8 contains the internal and external phone directories Double click an entry in the directory press Enter or drag it to the Line Status window to place a call or dial a transfer destination You can also use the Directo
119. uring the User Options Chapter 4 Overview Configuring the User Options This chapter outlines the procedures used to change the Business Attendant Client options to create a more personalized environment The options can be set individually by each user so each user can customize their speed dials and screen layouts without affecting other users Chapter Topics About the Business Attendant Client Options Dialog Box Configuring the Speed Dial Keys Configuring the Window Display Options Setting the Health Check Server Interval Configuring Incoming Call Notification Selecting the Displayed Command Buttons Displaying the Call Source Destination Information Configuring the Fields Displayed in the Directory Window Changing Passwords Saving the Screen Layout NDA 30103 Revision 4 Page 51 Configuring the User Options OpenWorX Business Attendant System User Guide About the Business Attendant Client Options Dialog Box From the Business Attendant Client Options dialog box Figure 4 1 you can configure the settings used by the Business Attendant Client application Business Attendant Client Options Ea DID DB Route Trunk Wave Files General Line Window EmployeeDB ExtemalNumberDB Speed Dial Buttons Windows Button Mary Smith iv IV Save screen layout on exit Nemes MaySmth IV Allow Line window to overlap sub windows ie T Minimize sub windows with Line window Number fao Health Check Server I
120. yout will be restored to the last saved layout You can also configure the Business Attendant Client to automatically save the screen layout every time you exit Change Password Displays a dialog box that enables you to change the password for the current user Recording greeting Displays the Record Greeting dialog box where you can record greeting messages for incoming internal and external calls and save them as a wave files Play back Displays the Play Back dialog box where you can play back recorded phone conversations and greeting messages Window Menu Directory Displays the Directory window Speed Dials Displays the Speed Dials window Help Menu Contents Displays the help file contents page About Displays version information for the Business Attendant Client NDA 30103 Revision 4 Page 13 Getting Started Commands Tab Call Status Indicator OpenWorX Business Aftendant System User Guide The Commands tab contains the Command buttons the Loop buttons the Source and Destination areas and the Number Entered field See Command Buttons on page 14 and Loops on page 14 for more information Command Buttons Answer Dial Hold Scent Override Dest Cancel Park Petieve Unhold Camp ina ter Join Release Figure 2 2 Command Buttons Command buttons Figure 2 2 are shortcuts to menu functions that help you process phone calls You can access these buttons by clicking the
121. ystem places the current call on hold dials the party to whom the call is being transferred and releases you from the call NDA 30103 Revision 4 Page 31 Processing Calls OpenWorX Business Attendant System User Guide To Make a Blind Transfer Using the Speed Dials Use the following steps to make a blind transfer using speed dialing 1 If the Speed Dials window Figure 2 9 on page 21 is not displayed do one of the following Select Window Speed Dials from the Line Status window Press CTRL P 2 Do one of the following If the administrator has set the default transfer type to Blind Transfer click the speed dial button that corresponds to the person to which the call is being transferred Right click the speed dial button that corresponds to the person to which the call is being transferred and select Blind Transfer from the shortcut menu The Business Attendant System places the current call on hold dials the party to whom the call is being transferred and releases you from the call To Make a Blind Transfer Using the Directory Use the following steps to make a blind transfer from the Directory window 1 If the Directory window Figure 2 8 on page 19 is not displayed open the Directory window by doing one of the following Start typing the name in the Number Entered field on the Line Status window to find the matching entries in the Directory Note Jfno records are found check the Search for field liste

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