Avaya BCM 2.5 Attendant Console User's Manual
Contents
1. 45 Troubleshooting Client component installation 48 Nel ACION 8 ess es 08 dede d ee ee ed CES ed UE Eee ees 48 P AU ieee cde teas ida enle coin tn he ovat mieten Cake Sac aaa eee aaa ees 48 MARIO eari saninin nEn heheheh hehhhhhhhheter piped 48 oe EE E T EEA E E E E T 49 UAA aaia meme ae ne mean te E E RE E e a MY me ene ne tetera 49 Responde cn cicdoae Plead cae Ce nok REE best oe deep 49 Logging Attendant activity sis sand b4dae tas eehey edad eier seeds 50 Troubleshooting the Reports component 51 WUC oi eee 51 POSPONE aee EE AE E AE AAE AERE amas 51 Eeee E E E ER Er 55 r E EE E EEES E same 57 P0936570 2 0 Figures 5 Figures Figure 1 Log on MERS Le de na Ta na eters E es Los 22 Figure 2 Attendant Console shared database 23 Figure 3 Attendant Console Start status 28 Figure 4 Unified Manager screen 4 444444 seau seu 29 Figure 5 Server Configuration screen 29 Figure 6 Attendant Options tab 36 Attendant Console Set Up and Operation Guide 6 Figures P0936570 2 0 Tables 7 Tables Table 1 THGDNONG DUNONS Las shui aimer eee eee eee 10 Table 2 Contents of the Options QD 3206 deearehieenesededageega dss 36 Table 3 Server component error messages 46 Ta2. a fF O N The files associated with Attendant Console are removed from your computer hard drive Repeat steps 1 through 5 on each PC that has Attendant Console installed Attendant Console Set Up and Operation Guide 44 Chapter 6 Upgrading Attendant Console P0936570 2 0 45 Chapter 7 Troubleshooting This section contains solutions for problems that can occur when you install Attendant Console It includes e Troubleshooting the Server component e Troubleshooting the Client component installation e Troubleshooting the Reports component installation Troubleshooting the Server component This section contains solutions to problems that can occur when you install or run the Server component If problems occur on the Server component log the Server activity and examine the log for error messages For information on how to set logging options see Setting Logging options on page 30 Logging Server component activity The Server component window lets you choose optional functions of the Server component These functions can help diagnose Server component problems They are e Saving the server log file to disk e Changing the level of logging information displayed For information on changing these options see Setting Logging options on page 30 Saving the server log file If you activate the Log to file command the server log file is saved as in the server directory as a file named ConsoleS
3. Continued RetCode message Meaning Action required ME_COMMAND_ FAILED The reason Business Communications Manager has provided for the failure is not recognized by CTE ME_DEVICE_NOT_RESPONDING A system time out occurred ME_INVALID_DEVID The supplied device Id is not valid ME_NO_AVAIL_DEVID No additional devices can be monitored ME_NO_FREE_INTERCOMS No button is available to initiate the page on ME_NO_INTERCOM_AVAILABLE No intercom keys available ME_NO_STATE_MEMORY There are too many outstanding monitor requests the default maximum is 4 outstanding requests ME_NOT_ACQUIRED CTE is not involved in a session with deviceld ME_PAGE_DENIED Paging is disabled through the Business Communications Manager base unit Server admin for deviceld ME_PAGING_BUSY A page is already being made in the specified page Zone ME_QUERY_FAILED The request for line pool information failed ME_SESSION_SUSPENDED CTE cannot execute this command while the session is suspended ME_TIMEOUT A system time out occurred while querying line pool information Troubleshooting Client component installation This section describes solutions to problems that can occur when you install the Client component Example Socket Error on Client component start Initial Action The Client component displays a Socket Error message when starting the component Response TCP IP address is not specified on a stand
4. For instructions on installing the Windows Networking component refer to your network or Windows documentation Note If your company has a network administrator check with your administrator before changing any network configuration parameters To check that the Windows system is correctly set up before you install the Attendant Console Client component 1 Start Windows on the attendant PC On the Windows taskbar click Start point to Settings and then click Control Panel Double click the Network icon The Network window opens with the Configuration tab displayed 4 Check that TCP IP is on the list of installed network components If not click the Add button to install TCP IP using the Windows installation procedures 5 Double click TCP IP For attendant PCs check with your network administrator that the IP Address option is consistent with other PCs on the network Usually the Obtain an IP address automatically option is selected 6 Install any components that are not present from the Windows installation package or consult your network administrator for assistance After you make sure these items are installed close the windows Attendant Console Set Up and Operation Guide 20 Chapter 3 Preparing the PC environment Checking the network components before installation Before you install Business Communications Manager service over the network check that the required network components are installed on the att
5. The Unified Manager screen appears Figure 4 on page 29 shows the components of the Unified Manager screen 7 On the Navigation Tree click the Services key click the Console Service key and then click the Diagnostic Logging heading The Diagnostic Logging screen appears 8 In the Log Detail Level box type a number between 0 and 60 This number represents the level of detail you want to log 9 Set Log To file to Yes to save the log to a file 10 Set Log CP events to Yes to log Computer Telephony Engine events 11 Set Log Device events to Yes to log phone events such as off hook on hook and Call Forward 12 Set Log Response events to Yes to log how Attendant Console interprets events on the system P0936570 2 0 Chapter 5 Configuring Attendant Console 31 13 14 15 16 17 18 Set Log Session events to Yes to log system events other than those covered by Device events and Response events Set Log System events to Yes to log events reported through Windows NT such as general protection faults that are related to Attendant Console or Windows NT On the Navigation Tree click the Business Communications Manager heading The Unified Manager screen appears On the Logoff menu click Logoff A message appears that asks you to confirm your request to log off Click the Yes button A message appears that asks you to close the browser window after you log off Click the OK button Configuring the Client component You must
6. 31 Tools 37 Transfer 40 Transfer Options 36 38 Troubleshooting Client component installation 48 Reports component 51 U Uninstalling Attendant Console 43 Upgrading adding attendants 43 V Virtual network computing VNC 20 Visual Call Announcing and Control compatible telephones for 17 VM Transfer button 38 49 VNC 20 requirements 21 W Windows network component 19 network requirements 19 required for Client component 17 Attendant Console Set Up and Operation Guide
7. Client component The Client component controls the Attendant Console graphical user interface The Client component communicates with the Server component using TCP IP to perform call handling on the Business Communications Manager base unit telephone and to access and manage the database Attendant Console Set Up and Operation Guide 16 Chapter 2 Preparing for installation The Client component enhances the telephone attendant s productivity and responsiveness by displaying e incoming call information e telephone status e directory information e call disposition requests Note The Client component must be installed on all attendants PCs gt Reports component The Reports component lets you view and print the information in the call processing database that is maintained by the Server component The Reports component is installed automatically with the Client component The Reports component accesses the database using TCP IP Company model You can set up an Attendant Console system with a networked model In a networked model one or more attendants manage the calls for a company with their PCs connected through a network to the Server component To set up more than one attendant to manage a company s calls you can connect the Server component to additional PCs through a LAN The Client component can be installed on LAN attached PCs A Client component license is required for each additional copy of the Cli
8. Ringing Loop button on the Attendant window If the attendant s telephone is programmed to receive all incoming calls for the company main attendant the Attendant Console Client component also displays the calls To receive and make telephone calls the Client component requires a telephone extension associated with this component The extension must be a valid extension on the Business Communications Manager base unit and must be the telephone at the attendant s desk To set or change the attendant s extension 1 On the Tools menu click Options The Options dialog box appears with the Options tab displayed Figure 6 on page36 P0936570 2 0 Chapter 5 Configuring Attendant Console 33 2 At the Attendant option in the My Extension box type the extension number of the attendant s telephone Part time main attendant setup The part time main attendant is an attendant that can answer incoming calls and perform additional functions on the PC such as word processing The difference between the full time main attendant setup and the part time main attendant setup is that part time has additional Attendant options that allow notification of incoming calls when the Client component is minimized Refer to Full time main attendant setup on page 32 and Setting up other Attendant features on page 35 Backup attendant setup A backup attendant is an attendant position that receives calls that are redirected from an
9. Up and Operation Guide 40 Chapter 5 Configuring Attendant Console After you set up the telephones you can install Attendant Console As in the previous example you must set up the Client component as a main attendant on each of the Attendant PCs The only difference is that in this example the overflow feature must be set at each Attendant PC This means A s extension must be set to overflow to B s and B s must be set to overflow toA s Verifying Attendant Console installation You must verify Attendant Console installation after installation and setup To verify that the installation is successful 1 On the PC that has the Client component installed click the Attendant taskbar button to maximize the window If the Client component is not running start the component To start the Client component On the Windows taskbar click Start point to Programs point to Nortel Networks point to Attendant Console Client and then click Attendant 2 Press one of the intercom buttons on the attendant telephone and check that the telephone status icon of the attendant s extension in the Full tab of the Attendant s Directory shows that the telephone is off hook 3 Inthe Directory list click the Full tab and click the extension icon of a telephone located near the Attendant s telephone Check that the Target box contains the Directory information for that extension 4 Click the Call button Check that the Attendant extension icon
10. alone system or TCP IP is not installed in the Windows operating system Install TCP IP and restart the Client component Example Client component verification procedure does not work Initial Action The Client component installation is complete but some of the verification procedures do not work P0936570 2 0 Chapter 7 Troubleshooting 49 Response Check the Attendant Console Server window to see that the Status of Server Program indicates Running Check for LAN connectivity between the Business Communications Manager base unit and the Attendant PC through the use of Network Neighborhood Check the Business Communications Manager base unit installation to ensure that extensions are defined correctly Example CallPilot extension not working Initial Action The CallPilot extension cannot be dialed from the Attendant window Response To access the CallPilot system click the VM Transfer button and enter your mailbox number Attendant Console Set Up and Operation Guide 50 Chapter 7 Troubleshooting Table 5 Client component error messages Error Message Log Message Meaning Action Required A target is required Check contents of Target box for validity Cannot transfer a call to self Target field equals the Attendant extension Invalid Attendant Extension Attendant Extension The Attendant extension entered is invalid not changed Choose a valid extension No Active call on Attendant N
11. changes or do not want to save the changes The Attendant options are available as soon as you save the changes Selecting extensions The attendant can use the Selected tab to select extensions from the directory This is useful if the attendant wants to direct their incoming calls to a limited number of extensions To display a selection of extensions in the Directory list of the Attendant Console window 1 On the Tools menu click Options The Options dialog box appears 2 On the Options dialog box click the Selected tab Attendant Console Set Up and Operation Guide 38 Chapter 5 Configuring Attendant Console To add an extension click the extension you want in the All extensions list and then click gt gt to copy it to the Selected extensions list To remove an extension from the Selected extensions list click the extension number in the Selected extensions list and click lt lt 3 Click the OK button to return to the Attendant Console window Setting Transfer options for CallPilot and linking If your Business Communications Manager base unit is not connected to a Centrex switch or is not connected to CallPilot you can disable the Link Transfer and VM Transfer buttons on the Attendant window To disable the Transfer Options 1 On the Tools menu click Options The Options dialog box appears The Transfer Options options are in the bottom right of the dialog box 2 Select the Disable VM Transfer check box to disable th
12. gt gt to copy it to the Assigned extensions list To remove an extension from the Assigned extensions list click the extension number in the Assigned extensions box and click lt lt 3 Click the OK button You can view assigned extensions at any time by clicking the Assigned tab in the Directory options of the Attendant Console window P0936570 2 0 Chapter 5 Configuring Attendant Console 35 Overflow attendant setup An overflow attendant receives calls that are redirected from another attendant position if there are more incoming calls than Loop buttons on the other Client component For example if a main attendant is already handling six incoming calls the next call is redirected to the overflow attendant until one of the main attendant s six Loop buttons is free If the overflow condition all Loop buttons in use occurs on the Attendant position the Loop overflow indicator appears in the Attendant status bar and the overflow call is diverted to the specified overflow extension The overflow attendant can also operate as a main attendant an assistant attendant or any combination of the attendant types If you set up an attendant PC as the overflow attendant each attendant PC that is set up to receive incoming calls must be set up to redirect calls to the overflow attendant PC whenever overflow conditions exist You need to activate the overflow feature at each attendant PC Note Calls can be redirected to a
13. indicates Off hook the first Loop button indicates Active and the Target extension is audibly ringing Click the Release button to end the call 5 Go to another telephone and obtain an outside line by pressing an external line button or pressing an intercom button and entering the line pool access code 6 Simulate an incoming call by dialing the main outside telephone number of the Business Communications Manager base unit On the Attendant window check that a Loop button indicates Ringing and that the Caller ID is shown next to the Loop button 7 Click the Loop button Check that the button changes from Ringing to Active and that the attendant s extension is connected to the originating telephone Check that the Caller Information option has Caller ID information If Business Communications Manager base unit Caller ID hardware is not installed or if you do not subscribe to Caller ID services the Caller ID Information boxes are empty In the Name box in the Caller Information option select or type a name if none is present Click another extension in the Directory list and click the Transfer button 10 Check that the incoming call leaves the attendant s extension and the selected extension produces an audible announcement tone Also check that the name entered in the Name box appears on the first line of the telephone display and display buttons on the second line P0936570 2 0 Chapter 5 Configuring Attendant Console 41 11 P
14. section Company model on page 16 e review the requirements in Requirements for Attendant Console on page 16 e make sure your Business Communications Manager telephone system is installed properly and is functioning correctly Refer to Chapter 3 Preparing the PC environment on page 19 e After you complete these steps read Chapter 4 Installing Attendant Console on page 25 before you proceed How Attendant Console works Attendant Console is a client server software system consisting of three components e Server component e Client component e Reports component Server component The Server component supports the Client component running on PCs connected through a Transmission Control Protocol Internet Protocol TCP IP based LAN The Server component also uses this interface to request Business Communications Manager base unit call processing features The Server component communicates with the Client components using TCP IP to pass information about call arrival telephone status and the database to the Client components as required The Server component also handles Client component requests for Business Communications Manager base unit operations The Server component maintains and collects call processing information in a database The Server component uses the information in the database for call handling The Server component also maintains call detail information for reporting purposes
15. set up each PC that has the Client component installed to handle calls either as a full time main attendant part time main attendant backup attendant overflow attendant or assistant attendant Starting the Client component for the first time After you configure the Server you can start and set up the Client component To start the Client component for the first time 1 On the Windows taskbar click Start point to Programs point to Nortel Networks point to Attendant Console Client and click Attendant The Client component starts The Enter Attendant Options dialog box appears the first time you start the Client component after installation In the Attendant Extension box type the extension number for the Attendant telephone This number is different than the CallPilot voice mail extension number It is the normal extension number used when callers dial the Attendant telephone In the server ID box type the server ID the IP address e g 10 10 10 or the DNS name of the server you want to use e g msp_cgy_doc Click the OK button The Tip of the Day dialog box appears over the Attendant Console window Click the Close button to close the Tip of the Day window Starting the Client component After you start the Client component the first time follow this procedure to start the Client component subsequent times To start the Client component Attendant Console Set Up and Operation Guide 32 Chapter 5 Configurin
16. upper right corner of the Reports window Networked operations Before you install Attendant Console set up the telephone system so that calls arrive at the appropriate extensions You can set up Attendant Console in a variety of network situations The following are two examples of networked operations Example All incoming calls go to two or more attendants Two or more telephones are set up so that incoming calls appear on the telephones at the same time The first attendant to answer an incoming call connects to the caller As soon as an attendant answers the call the other attendants telephones stop ringing The first step is to set up the attendant telephones Install the Client component on each of the Attendant PCs and set them up as main attendants Each incoming call appears on the Attendant window of each Attendant PC The first attendant to answer a call connects to the caller The answered incoming call disappears from the other attendant s windows Example Incoming calls are divided between two or more attendants The Business Communications Manager base unit incoming trunks are divided between two or more telephones Each attendant extension is programmed so that a portion of the incoming calls appear at the telephone With two attendants for example half the extensions ring at one attendant telephone Attendant A and the other extensions ring at the other attendant telephone Attendant B Attendant Console Set
17. 3 CHOSE dede eue ee Aristide ta desc d eases ES 13 HS PONS dOCUMEMS jing Rs Re RE RS SRE ahs PR ed 14 Chapter 2 Preparing for Installation sssssssssmaunsanasamennsumesnsuus 15 How Attendant Console Works 424 ssserpanmcesvernedenadeensieivass 15 Server component 45 2cseccceee eee ee sei denen we RE CREME RES 15 CENT COMPONENT socis ose dsae been ceed a ir inea woe ied oes 15 Reports componen Accacatoeidcuda se owesaaieoude season s nat 16 Company Model sruni RE RER RP RE EN UE Rd eee RS 16 Requirements for Attendant Console 16 Business Communications Manager telephone system requirements 16 PC system requirements for installing the Client component on a client PC 17 Chapter 3 Preparing the PC environment 19 Windows networking for an attendant 19 Virtual network computing VNC 2 25424 2i4ss4444444440440444444400 4 20 Windows networking for reports 20 Web browser requirements 21 Enabling Business Communications Manager base unit database sharing 21 Cit A cues ponent retro con eee eee eeeeed 23 Chapter 4 Installing Attendant Console 25 Installing the Attendant Console Client component 25 Attendant Console Set Up and Operation Guide 4 Contents Chapter 5 Configuring Attendan
18. Return to Menu Part No P0936570 2 0 Business Communications Manager Attendant Console Set Up and Operation Guide RTEL NETWORKS 2 Copyright 2001 Nortel Networks All rights reserved The information in this document is subject to change without notice The statements configurations technical data and recommendations in this document are believed to be accurate and reliable but are presented without express or implied warranty Users must take full responsibility for their applications of any products specified in this document The information in this document is proprietary to Nortel Networks NA Inc Trademarks NORTEL NETWORKS is a trademark of Nortel Networks Microsoft MS MS DOS Windows and Windows NT are registered trademarks of Microsoft Corporation All other trademarks and registered trademarks are the property of their respective owners P0936570 2 0 Contents 3 Contents PRE crans sonsactissac sssbadlivp nstievadessess bas 9 Pobo you Deg LE a Li a ees Boe Nan Seine ben en nie eo 9 TR OOMOO ong tate pada hn e need dada hentai eRe CEST 9 About the buttons on your telephone 10 PU a s soc a Sena nus uk eine Bene Meee eae Ba ees Ee Ree mia 10 Related publications 222 se chee eee owe eee HERE HHT EE AL ADEA EEE ERNEA 11 Chapter 1 About Attendant Console Set Up and Operation Guide 13 UOMO EUS ai einer orne nnlei ea n es iS ie rene 1
19. amples of valid date formats include e 10 24 73 assumes 1973 e 10 24 1973 e October 24 1973 e 24 October 1973 An invalid date range was specified This error occurs if The To date must be a date which e The From date is set and a To date earlier than the occurs later than the From date The From date is entered previo s valid date has beenireset e The To date is set and a From date later than the To date is entered If this error occurs the incorrect date is not changed Both the date and edit box are reset to the last valid value which is blank if the box has been set to blank Attendant Console Set Up and Operation Guide 52 Chapter 7 Troubleshooting Table 6 Reports component error messages Continued Error message Log message Meaning Action required Reports could not connect to the chosen database This error occurs if the Reports component fails to create a DAO record set from the database selected This can be because e The file is not found e The file cannot be locked because it is in a write protected area e The file is not readable for some other reason This error can also result if DAO is not properly installed The Reports component was unable to generate the listing from the database specified Make sure that the database selected is created by the server This error occurs if a user tries to use the Employee or Customer directories aft
20. ble 4 FOIE OURS INGSSHOGS oss ccus ewes doen s aes bees i Tridni rinne 47 Table 5 Client component error messages 50 Table 6 Reports component error messages 51 Attendant Console Set Up and Operation Guide 8 Tables P0936570 2 0 Preface Business Communications Manager Attendant Console is a centralized call management system for Windows based workstations that provides tools for handling multiple calls using one or more PCs Before you begin This guide is intended for Business Communications Manager system administrators This guide assumes that you have the following background e Working knowledge of the Windows operating system e Working knowledge of telephony functions e Experience with windowing systems or graphical user interfaces GUIs Text conventions This guide uses the following text conventions bold Courier text Indicates command names and options and text that you need to enter Example Use the dinfo command Example Enter show ip alerts routes italic text Indicates new terms book titles and variables in command syntax descriptions Where a variable is two or more words the words are connected by an underscore Example If the command syntax is show at lt valid route valid route is one variable and you substitute one value for it bold text indicates dialog boxes buttons and menu options separator gt Shows m
21. ble Link Transfer Cancel Apply The Options tab contains the options shown in Table 2 on page 36 Table 2 Contents of the Options tab Option Description Pop Call Notification dialog box when sets the Call Notification dialog box to pop onto the screen Restore minimized Attendant screen when sets whether the Attendant window is restored when a call is answered on your extension Redirect calls to sets the overflow or backup attendant Server displays the name of the server Attendant displays the attendant s extension You must manually enter this during setup Transfer Options disables Business Communications Manager Message and or link transfer options Notifying the attendant of incoming calls There are two ways an attendant can be notified of incoming calls e bythe Call Notification dialog box The attendant is notified of incoming calls with a Call Notification dialog box The attendant can answer the call by clicking the Take button on the dialog box or ignore the call and let another attendant answer it e bya Ringing Loop button If the window is visible not minimized the Call Notification dialog box does not appear The attendant is notified of an incoming call by a Ringing Loop button P0936570 2 0 Chapter 5 Configuring Attendant Console 37 To activate call notification 1 At the Pop Call Notification dialog
22. box when option select either Assigned extension rings The attendant is notified of calls to the assigned extensions or My extension rings The attendant is notified when their own extension has an incoming call If both check boxes are clear the attendant is not notified of calls when the window is minimized Automatically restoring the Attendant Console window when a call comes in The Attendant Console window is normally minimized or under another window in a part time attendant environment The attendant can restore the Attendant Console window by clicking the Attendant Console button in the Windows taskbar A quicker method is to set the Attendant Console window to restore automatically The Client component can automatically restore the Attendant Console window when the attendant s extension goes off hook active This ensures the attendant can access the Attendant Console window without having to manually restore it To set the Attendant Console window to restore automatically 1 On the Tools menu click Options The Options dialog box appears 2 Inthe Restore minimized Attendant screen when option select the Call answered on Attendant extension check box The Attendant Console window is restored when the attendant uses the extension to make or answer a call Saving the Client component options 1 Click the OK button to save the changes you made in the Options dialog box or click the Cancel button if you made no
23. d to run the Attendant Console Client component The Attendant PC must be connected to an Business Communications Manager base unit Backup attendant The backup attendant receives calls if the main attendant is not available to answer calls The main attendant uses the Out button on the Attendant Console window to indicate they are not available Caller ID A service available from the telephone company that displays the caller s telephone number and in some cases the caller s name on the display of a telephone If your company subscribes to Caller ID and has Attendant Console installed the Attendant Console window displays the caller s name and telephone number CTE Computer Telephony Engine Attendant Console Attendant Console is a Windows based software application that provides call management and call activity reporting capability to a business LAN Local Area Network A group of computers connected together to access information and services in a common environment Main attendant The telephone attendant who is primarily responsible for managing a company s incoming calls Networked model A way of configuring Attendant Console so that one or more Client components are connected to the Business Communications Manager base unit through a LAN Overflow attendant The overflow attendant handles excess calls if the main attendant receives more calls than can be handled by an Attendant window Server ID T
24. deText Error performing call Refer to Retcode messages on page 47 Park Call Ext n RetCodeText Error performing call Refer to Retcode messages on page 47 Pick up trunk invalid line ID Check installation and retry Pick up trunk No calls on Line ID Caller may have just hung up Query Station Status never returned Check status of Station Retrieve Parked Call Ext n RetCodeText Error performing call Refer to Retcode messages on page 47 Startup failure Server cannot operate Check installation and restart Server Transfer Call Ext n RetCodeText Error performing call Refer to Retcode messages on page 47 Transfer Call to Voice Mail Ext n RetCodeText Error performing call Refer to Retcode messages on page 47 Trunk Call hold Ext n RetCodeText Error performing call Refer to Retcode messages on page 47 Table 4 Retcode messages RetCode message Meaning Action required ME_ALREADY_ACTIVE The device is in the process of being monitored ME_ALREADY_MONITORED The device is already monitored ME_BAD_DN Either pDeviceName contains invalid characters or the device does not exist ME_BAD_PARAMETER An invalid parameter is passed to the API Attendant Console Set Up and Operation Guide 48 Chapter 7 Troubleshooting Table 4 Retcode messages
25. dress bar type the IP address of the Business Communications Manager base unit and the port number for WinVNC The port number for WinVNC is 5800 For example http 10 10 10 1 5800 The VNC Authentication screen appears In the Password box type in TeirGR8 Click OK You are now in the Windows NT operating system environment The message in Figure 1 on page22 appears Attendant Console Set Up and Operation Guide 22 Chapter 3 Preparing the PC environment Figure 1 Log on message Workstation Locked This workstation is in use and has been locked The workstation can only be unlocked by Le MSP_CGY_DOC ee_admin or an administrator Press Ctrl Alt Delete to unlock this workstation Click the Send Ctrl Alt Del button at the top of the desktop screen Type in the administrator password Click the OK button The Business Communications Manager desktop appears Note You cannot use a proxy to access the Business Communications Manager system 9 To support operation of the Reports component on a networked attendant PC check that the File and Print Sharing component is present and enabled For more information see Checking the network components before installation on page 20 In order for the Attendant Console clients to access the database you must enable sharing for the database The path where the database is located is shown in Figure 2 on pag e23 The path is D Data Files NortelNetworks Att
26. e Solution VolP Gateway Recycler HA st E System Volume Information Hep E fi Control Panel G Printers Gi Scheduled Tasks Eh Network Neighborhood i Recycle Bin Edge Utis _ ne I Applet started Quitting VNC Le 1 Click the Disconnect button 2 Close your web browser UE Attendant Console Set Up and Operation Guide 24 Chapter 3 Preparing the PC environment P0936570 2 0 25 Chapter 4 Installing Attendant Console To install Attendant Console complete each of the following steps in order Each step is described in this guide Ensure you have all the contents of the Attendant Console package Ensure all telephone system PC and network requirements are met Refer to Chapter 3 Preparing the PC environment on page 19 Install the Client component by following the procedures in Installing the Attendant Console Client component on page 25 If you encounter error messages during the installation process refer to Chapter 7 Troubleshooting on page 45 Installing the Attendant Console Client component On the attendant PCs install the Attendant Console Client software To install the Client software on an attendant PC To install Attendant Console 10 On the subscriber s computer close any open Windows applications Point the web browser to the URL http lt IP address gt 6800 where lt IP address gt is the IP address of Busi
27. e VM Transfer button or select the Disable Link Transfer check box to disable the Link Transfer button If they are unavailable the buttons appear dimmed on the Attendant window You can re enable the buttons by clearing the check mark from the appropriate check box Starting the Reports component Although the Reports component is automatically installed with the Client component you can Start it or quit it independently To start the Reports component from the Client component 1 On the Tools menu click Reports The Reports component starts in a separate window To start the Reports component from the Start menu 1 On the Windows taskbar click Start point to Programs point to Nortel Networks point to Attendant Console Client and then click Reports The Reports window opens P0936570 2 0 Chapter 5 Configuring Attendant Console 39 Configuring the Reports component The first time you start the Reports component you must locate the server database called consoleservice mdb on the Business Communications server The Business Communications server database is in the directory named consoleservicedb The entire path name is D Data Files NortelNetworks Attendant Console ConsoleServiceDB consoleservice mdb Note D indicates the drive letter which can vary according to the computer gt Quitting the Reports component To quit the Reports component 1 On the File menu click Exit or click the Close button in the
28. e following publications e Business Communications Manager Attendant Console User Guide e Business Communications Manager 2 5 Programming Operations Guide e Software Keycode Installation Guide Attendant Console Set Up and Operation Guide 12 Preface P0936570 2 0 13 Chapter 1 About Attendant Console Set Up and Operation Guide Business Communications Manager Attendant Console is an application that provides centralized call management and call activity reporting to a business It runs on one or more Pentium class personal computers PCs With Attendant Console a telephone attendant uses a graphical user interface You can customize the way Attendant Console is set up to best suit your company s call management requirements The attendant uses the interface to e originate calls e answer and manage multiple calls e view a company s name before answering a call e record add and change caller information for future use e quickly access information about a caller e transfer calls to employees or their voice message mailbox e send the caller s name to the employee s telephone display e park calls and page employees e view information in a Directory about your company s employees such as their extension number person status and telephone status e create and print reports showing how incoming calls are handled e view the status of extensions in the company s Business Communications Manager base un
29. e on which a more specific error message from the Crystal Reports Engine is displayed This message is usually Unable to connect incorrect table location Reports could not find the needed report rpt file Make sure all the rpt files are installed correctly This occurs when generating a report if the appropriate rp file is not found in the Reports directory Either the file is deleted moved not installed correctly or corrupted When corrupted the Crystal Engine can no longer recognize it as a rpt file even though the name indicates it is The report file has somehow become corrupted The following statement in English is more detailed information useful for troubleshooting This error occurs if the needed rpt file is found but does not contain the correct parameters or information The Extension Directory Report using ExtDir rpt does not produce this error because it does not require any parameters The statement which follows part occurs on the next line and is a message from the Crystal Reports Engine The message is most often No Error P0936570 2 0 Chapter 7 Troubleshooting 53 Table 6 Reports component error messages Continued Error message Log message Meaning Action required Reports could not draw the desired report to the window This could be caused by a lack of windows resources This error occurs if during the generation of the re
30. efault Program Folder name Nortel Networks To change the folder name click the name you chose in the Existing Folders list box or type a different name in the Program Folders box Click the Next button As installation proceeds messages appear that indicate the progress of the installation The Setup Complete dialog box appears with the option Yes I want to restart my computer now selected Click the Finish button Your computer restarts P0936570 2 0 27 Chapter 5 Configuring Attendant Console After you install Attendant Console you must configure its components To configure Attendant Console you must a A N Start Attendant Console Enter the keycode Configure the Server component Configure the Client component Configure the Reports component Starting Attendant Console To start the Attendant Console from Unified Manager 1 From the Unified Manager screen click on the Console Service heading see Figure 3 on page 28 Select Start from the Status list box Wait for the status to change to Starting and then to Running this may take several minutes Enter the keycode To use Attendant Console a security keycode must be registered with the Business Communications Manager base unit via Unified Manager For information on entering the Software Keycode refer to the Software Keycode Installation Guide Attendant Console Set Up and Operation Guide 28 Chapter 5 Configur
31. endant main full time 32 Attendant part time main 33 Backup attendant 33 Business Communications Manager Attendant Console about 13 C Call answered on Attendant extension 37 Call button 40 Call Notification dialog box 34 36 Call overflow occurs 35 Caller ID 16 Caller ID Information box 40 Caller Information options 40 Client component adding attendants 43 communication with server 15 configuring 31 32 error messages 50 installing 25 restoring Attendant Console window 37 starting for the first time 31 Transfer options 38 troubleshooting installation 48 Compatible telephones 16 Configuring Client component 31 32 Reports component 39 Server component 28 ConsoleServer log 45 Control Panel window 20 Conventions Set Up and Operation Guide 13 conventions text 9 D Directory list 34 Disable Link Transfer 38 Disable VM Transfer 38 Disk space required 17 Documentation reference 14 E Error messages Client component 50 external reports errors 53 Server component 46 Extension box 33 Extension Attendant 31 Initializing Client component 32 Installation preparing for 15 Attendant Console Set Up and Operation Guide 58 Index Installing Attendant Console 25 Client component 25 Reports component 25 verifying 40 J Java Virtual Machine 21 JVM see Java Virtual Machine K Keycode for Attendant Console 27 L LAN 13 Link Transfer button 38 Log to file 50 Loop b
32. endant Console ConsoleServiceDB consoleservice mdb Note D indicates the drive letter which can vary according to the computer gt 10 Right click the ConsoleServiceDB folder select Properties the Sharing tab and follow standard Windows sharing procedures Warning The database can contain sensitive information We recommend making the database available only to users who are Attendant Console Clients P0936570 2 0 Chapter 3 Preparing the PC environment 23 Figure 2 Attendant Console shared database AY VNC desktop msp_cay_doc Microsoft Internet Explorer provided by Nortel Networks File Edt View Favores Tools Help Pee oe HA 3 3 A Back FPE Stop F fesh Home Search Favorites History Mail Print Discuss RealGuide Address fa http 747 65 82 131 5800 x Go Links Disconnect Options Clipboard Send Cui Alt Del X Exploring My Computer L ex File Edt View Tools Help Al Folders Contents of My Computer 23 Desktop Name T Total Size Free Space A ep C Local Disk 24368 1 5668 eg C ep 0 Local Disk 3 4468 34068 Ew D D E Local Disk 21468 1 88GB E Data Fies 34 Control Panel System Folder E E Nortel Networks Ga Printers System Folder EC Attendant Console BA Dial Up Networking System Folder moe arc Bl Scheduled Tasks System Folder a Call Detail Recording 3 Dectoam Licensing Ca Security Unified Manager i Voice CTI 1 C1 Voic
33. endant PC Note If your company has a network administrator check with your administrator before changing any network configuration parameters To check for required network components on the attendant PC Start Windows on the PC On the Windows taskbar click Start point to Settings and then click Control Panel Double click the Network icon The Network window opens with the Configuration tab displayed 4 Click the File and Print Sharing button The File and Print Sharing dialog box appears Select both the options in the File and Print Sharing dialog box Click the OK button The File and Print Sharing dialog box closes 7 Click the OK button on the Network window Virtual network computing VNC VNC is an application that you can use to remotely access the Business Communications Manager base unit You need to access VNC to 1 Enable database sharing for report purposes see Enabling Business Communications Manager base unit database sharing on page 21 Windows networking for reports When Attendant Console processes incoming calls it stores information about each call in a database on the Business Communications server The Reports component uses this database to prepare call reports If the Reports component is executed on a PC you must first locate the server database from the PC running the reports Refer to Configuring the Reports component on page 39 To support operation of the Reports c
34. endant activity You can create an Attendant log file that lets you examine the Attendant log for problems at any Attendant PC To create an Attendant log 1 On the Attendant Console window click the Tools menu and then click Log to file A check mark appears beside the Log to file command The Attendant log file is now saved on the disk To stop saving the Attendant log file to disk P0936570 2 0 Chapter 7 Troubleshooting 51 1 On the Attendant Console window click the Tools menu and then click Log to file The check mark is cleared and the Attendant activity for the PC is no longer saved Troubleshooting the Reports component This section describes solutions to problems that can occur while you install the Reports component Example Reports window does not open Initial Action The Attendant Console Reports window does not open when you click Reports from the Tools menu in the Attendant Console window Response Check that you can open the Reports component from the Start button on the Windows taskbar 1 Click Start point to Programs point to Nortel Networks point to Attendant Console Client and then click Reports Table 6 Reports component error message s Error message Log message Meaning Action required The date string which was entered The date or the format of the date is not valid could not be processed This error occurs if you enter invalid data in either theTo or From date boxes Ex
35. ent component Requirements for Attendant Console Install the Reports component on the same PC as the Client component Before you install Attendant Console check that your equipment meets e telephone system requirements e PC system requirements for installing the Client component on a client PC Business Communications Manager telephone system requirements Attendant Console operates with the Business Communications Manager base unit The Business Communications Manager base unit must be equipped with trunk modules capable of receiving Caller ID information You must also subscribe to Caller ID through the local telephone company Make sure that each attendant has a two line display telephone and a headset The Attendant Console Client component can monitor the following telephones P0936570 2 0 Chapter 2 Preparing for installation 17 two line display one line display 2500 type industry standard Companion Wireless Attendant Console supports Visual Call Announcing and Control on two line display telephones PC system requirements for installing the Client component on a client PC To install the Client component on a PC you require the following PC hardware and software Minimum hardware requirements Pentium based PC 32 MB of memory or greater 10 MB available disk space total disk space required for either the stand alone model or networked model Note Additional disk space may be required f
36. enu paths Example Protocols gt IP identifies the IP option on the Protocols menu Attendant Console Set Up and Operation Guide 10 Preface About the buttons on your telephone This guide shows the Business Series Telephone buttons Table 1 shows which buttons to use on the different types of Nortel Networks telephones Table 1 Telephone buttons Business Series M7100 M7208 M7100N M7208N Button Description Telephone T7100 M7310 M7324 M7310N M7324N T7208 T7316 Buttons Telephone Buttons Telephone Buttons Feature Feature Handsfree Bottom right hand but _Fe gstree ton Mute us ue Hold Hold es Volume Control CS CD oO X Release Ris Lo Use the buttons as shown in the following example Press CE to access your mailbox This means you can enter Feature or Fx_ and the code to open your mailbox Acronyms This guide uses the following acronyms BCM Business Communications Manager DLL Dynamic Link Library DNS Domain Name Service System ERC Express Routing Code JVM Java Virtual Machine LAN Local Area Network PC Personal Computer PCI Peripheral Component Interconnect SVGA Super Video Graphics Adaptor TCP IP Transmission Control Protocol Internet Protocol VNC Virtual Network Computing P0936570 2 0 Preface 11 Related publications For more information about using Attendant Console refer to th
37. er connecting to a database that is not a Attendant Console database The error is usually preceded by a message from the Microsoft Jet database engine that says The Microsoft Jet database engine cannot find the input table or query People Make sure that it exists and that its name is spelled correctly The animation file used to indicate that a report is running could not be found It might be missing or corrupted As a consequence no animation plays while the reports are running This error occurs during Reports start if the run avi file is not found in the Reports path Check that the file is installed correctly and is not deleted The component runs but the animation does not play while generating reports The maximum number of selections allowed in any single category is 100 Limit your selections or cancel the selection and choose the All option The maximum number of selections from the Customers or Employee categories is 100 each Trying to click OK from a directory dialog box with more than 100 selections causes this error and returns the user to the directory dialog box from which they must reduce the number of selections The report could not find the necessary data in the specified database Make sure the specified database is a valid system database This error occurs if a report is run but the database selected is not a valid Attendant Console database The colon is followed by a new lin
38. erver log Note If you save the Server log file the ConsoleServer log file continues to grow and take up disk space Make sure you turn this feature off when you are finished troubleshooting the Server component For information on changing these settings see Setting Logging options on page 30 Changing the amount of logging information displayed You can change the level of amount of the logging information that you display For information on changing the level of logging information see Setting Logging options on page 30 Attendant Console Set Up and Operation Guide 46 Chapter 7 Troubleshooting Server log error messages Examine the list of messages on the left side of the Attendant Console server window for information about the problem and compare the message to the list below Examine whether there is a problem with the database Table 3 Server component error messages Error message Log message Meaning Action required Calloc failed in put_tcpip_packet Memory allocation failed RESTART Server Camp Call on Ext Ext n RetCodeText Error on last operation Refer to Retcode messages on page 47 Cannot close Console Server until completely Trying to close Server during initialization Wait started until start is completed before closing Cannot listen for connections Unrecoverable error Restart Server Cannot open blocked CLID db file Server cannot find needed file C
39. g Attendant Console 1 On the Windows taskbar click Start point to Programs point to Nortel Networks point to Attendant Console Client and click Attendant The Client component starts Quitting the Client component You can quit the Client component whether the Attendant Console window is visible or minimized To quit the Client component if the window is visible 1 On the File menu click Exit or Click the Close button in the upper right corner of the Attendant Console window To quit the Client component if the Attendant Console window is minimized 1 Right click the Client component button on the taskbar 2 Click the Close button Types of Attendant setups You must configure each PC that has the Client component installed to handle calls either as a main attendant overflow attendant backup attendant or assistant attendant Full time main attendant setup The full time main attendant is a telephone operator configuration where the Attendant Console window is always visible You can define a number of full time attendants Every Client component must have the server ID and Attendant extension options configured for the Client component to function The server ID tells the Client component where the Server component is located The Attendant extension setting tells the Client component which telephone belongs to the attendant After you define the settings incoming calls to the attendant s telephone appear as a yellow
40. he TCP IP host name of an Attendant Console PC Attendant Console Set Up and Operation Guide 56 Glossary Server component Part of the Attendant Console software The Server component communicates with one or more Client components Service The ability of a Windows NT machine to start a process usually automated when the machine is started Taskbar The area on the bottom of the desktop that contains the Attendant Console taskbar buttons TCP IP Transmission Control Protocol Internet Protocol The protocol used by Attendant Console to communicate between the Server component and the Client components The industry standard protocol for communication between computers P0936570 2 0 Index 57 Index A Acronyms 10 Add Remove button 43 All extensions box 38 Assigned extension rings 37 Assigned tab Directory options 34 Assistant attendant 34 Attendant 36 assistant 34 backup 33 features 35 incoming calls notifying of 36 overflow 35 Attendant Console about the Set Up and Operation Guide 13 adding attendants 43 choosing a model 16 compatible telephones 16 components 15 installing 25 installing the Client component 25 installing the Reports component 25 PC requirements 17 requirements 16 setting up 27 software requirements 17 uninstalling software 43 verifying installation 40 Attendant Console Attendant button 37 Attendant Console Server window 49 Attendant Extension 31 Attendant option 33 Att
41. heck for deletion in Server directory Restart Server Cannot open COS array file Server cannot find needed file Check for deletion in Server directory Restart Server Attendant Console Application connection closed Client component for ext has closed extension Attendant Console Application connection Client component for ext has started opened extension ConsoleServer ini file not found in Windows Server cannot find needed file directory Could not register server with CTE CTE not set up correctly Check installation and restart Server Destination Station too busy LCD display on telephone already in use by Server Transfer call to CallPilot Do_tcpip_state_send appears broken TCP IP stack corrupted Restart Server Error allocating Lines Server unable to monitor Lines Check for installation errors Ext not in transfer query mode Target extension for function in wrong mode Retry operation after checking extension Incompatible CTE Version found s expecting Re install Server component after removing compatibility version last digit CTE program from system C less CTE_compatibility Intercom Call Ext n RetCodeText Error performing call Refer to Retcode messages on page 47 Internal Dial Ext n RetCodeText Error performing call Refer to Retcode messages on page 47 Invalid Assistant Extension Ext Specify a valid operati
42. ing Attendant Console Figure 3 Attendant Console Start status 4 Business Communications Manager Unified Manager Microsoft Internet Explorer provided by Nortel Networks Comprehensive NORTEL TR ORTEL kks ENTERPRISE nes Group Edit Configuration Performance Fault Report ol Logoff View Help 47 65 82 131 j C id Delete Del All 2 Summary SH i m GD BCM 47 565 82 131 a System Status Stat Ss Resources Services Version Na Telephony Services IP Telephony Call Detail Recording LAN CTE Configuration Console Service Server Configuration General Information Diagnostic Logging Voice Mail Voice Button DHCP DNS IP Routing IPX Routing SNMP QoS Monitor Web Cache Net Link Mgr Alarm Service NAT VPN Policy Management DECT aR NTP Client Settings xl 4 HEEL PA L Description Business Communication Manager Console Service Confi guring the Server component To configure the Server component Start your Internet browser In the Address bar type the IP address of the Business Communications server and the port number 6800 For example 10 1 1 1 6800 If you don t know the IP address consult your Installer or network Administrator The Unified Manager Configure screen appears Click the Configure but
43. it For information about using these features refer to the Business Communications Manager Attendant Console User Guide About this guide This document describes how to install and set up an Attendant Console system for use in your company The instructions in this guide are designed for experienced PC users who are familiar with client server software installations Business Communications Manager technology and Local Area Network LAN technology If you encounter problems or require definitions of error messages during installation refer to Chapter 7 Troubleshooting on page 45 Conventions The term LAN refers to a Local Area Network that supports TCP IP Attendant Console Set Up and Operation Guide 14 Chapter 1 About Attendant Console Set Up and Operation Guide Reference documents You may need to refer to the following documentation e the Business Communications Manager 2 5 Programming Operations Guide and the Business Communications Manager 2 5 Installation Guide that comes with your Business Communications Manager base unit e the CallPilot installation and set up documentation that comes with your Business Communications Manager product package e the Business Communications Manager Attendant Console User Guide P0936570 2 0 15 Chapter 2 Preparing for installation Before you install Attendant Console e read the section How Attendant Console works on page 15 e read the
44. ness Communications Manager 2 5 The Business Communications Manager 2 5 Unified Manager screen appears Click the Install Clients button The Download Desktop Applications screen appears In the left frame click the Attendant Console link Click the Download Attendant Console package for the web button The Save As dialog box appears Choose a location to save the file to and click Save Attendant Console downloads to the subscriber s computer After it has downloaded a Download successful dialog appears Click Install The Attendant Console Installation dialog box appears Select the language you want to use from the list box Click the OK button The Attendant Console Welcome dialog box appears Click the Next button The License Agreement dialog box appears Attendant Console Set Up and Operation Guide 26 Chapter 4 Installing Attendant Console 11 12 13 14 15 16 17 Read the License Agreement If you accept the agreement click the Yes button If you do not accept the License Agreement click the No button to cancel the installation The following steps assume you click the Yes button The Choose Destination Location dialog box appears Click the Next button to accept the default location To change the directory location click the Browse button choose another directory location and then click the Next button The Select Program Folder dialog box appears Click the Next button to accept the d
45. nother Attendant Console attendant or any EJ Business Communications Manager telephone extension number To define the overflow extension 1 On the Tools menu click Options The Options dialog box appears Figure 6 on pag e36 2 Atthe Redirect calls to option in the Extension box type the overflow attendant s extension number 3 Select Call overflow occurs to redirect calls when all of the main attendant s Loop buttons are busy with calls Note Overflow extension numbers are only valid after the extension numbers are assigned as assistant attendants See Assistant attendant setup on page 34 4 Click the OK button Setting up other Attendant features You can assign Attendant features for the different setups in the Options dialog box To set up other Attendant features 1 On the Tools menu click Options The Options dialog box appears with the Options tab displayed see Figure 6 on page 36 Attendant Console Set Up and Operation Guide 36 Chapter 5 Configuring Attendant Console Figure 6 Attendant Options tab Options Assigned Selected Pop Call Notification dialog box when r Server J Assigned extension rings F My extension rings CS ES r Restore minimized Attendant screen when F Call answered on Attendant extension My extension i Attendant r Redirect calls to Extension el ee et T Call overflow occurs D Iam out Transfer Options I Disa
46. o Loop button is in the Active state Make Loop active and retry Not all the search results could be displayed Edit Employee or Caller function Find because there were too many matches Please argument is too broad Restrict argument and use a more restrictive search retry Not enough licenses available on Server All Attendant licenses on the server are used Check that you are attached to the correct server Please close the Attendant Console application Shutdown the Client component and restart and reopen it to log in to the new server Server Message Answer Offered Call The telephone is busy configuring Business ME_DEVICE_NOT_RESPONDING Communications Manager base unit Socket Initialization Error TCP IP or network problem Restart the Client and retry The Attendant Console application could not open Re install the Client component att dir file The Reports package could not be found Re install the Client component The server did not respond Please try again The Server component did not respond to the last operation Client request Check that the server is running The system is low on available memory Some functions may not perform properly The target must be an extension For this operation the Target MUST be a valid extension Version Release does not match server Check that the server ID is the correct one If it is install the matching version of the Client Logging Att
47. omponent on a networked attendant PC check that the File and Print Sharing component is present and enabled For more information see Checking the network components before installation on page 20 To use VNC you need a web browser connection on your PC P0936570 2 0 Chapter 3 Preparing the PC environment 21 Web browser requirements To use VNC to access the Business Communications Manager base unit your computer must have e one of the following operating systems Windows NT 4 0 Windows 95 Windows 98 e Java Virtual Machine JVM version 5 0 build 5 0 0 3188 or greater e one of the following web browsers Netscape Communicator 4 5 or greater Microsoft Internet Explorer 4 0 or greater If you are using Netscape Communicator you must set the following preferences e Edit Preferences gt Advanced Enable Java On e Cache Cached document comparison Every Time If you are using Microsoft Internet Explorer you must set the following Internet options under the menu Tools gt Internet options e General gt Settings Check for new versions Every visit to the page e Advanced Java JIT compiler for virtual machine enabled On Enabling Business Communications Manager base unit database sharing To start VNC and enable the Business Communications Manager base unit database for sharing 1 Open a web browser on a computer with a LAN connection to the Business Communications Manager system 2 Inthe Ad
48. onal extension Invalid Backup Attendant extension Specify a valid operational extension Invalid Console Version Install Client and Server at same version Invalid Extension set in Console Specify a valid operational extension Invalid transfer destination Specify a valid operational extension P0936570 2 0 Chapter 7 Troubleshooting 47 Table 3 Server component error messages Continued Error message Log message Meaning Action required Join Call Ext n RetCodeText Error performing call Refer to Retcode messages on page 47 Link Ext n RetCodeText Error performing call Refer to Retcode messages on page 47 No Active Call Function requested requires an active call No B2 Channels found possible error Installation error Review Business Communications Manager setup No Lines monitored cannot operate Check installation and restart Server No Stations monitored cannot operate Check installation and restart Server Outside Dial Ext n RetCodeText Error performing call Refer to Retcode messages on page 47 Outside Dial Invalid line prefix code Check installation and retry Overflow Call Ext n RetCodeText Error performing call Refer to Retcode messages on page 47 Page acquire Ext n RetCodeText Error performing call Refer to Retcode messages on page 47 Page release Ext n RetCo
49. or the database The required size gt of the database depends on the call volume and the frequency of call record deletion Local Area Network connection for client software installation SVGA monitor with a minimum resolution of 800 x 600 and 28 dot pitch or smaller keyboard and mouse supported by Windows printer supported by Windows optional for report printing PCI bus Network Interface Adapter 10 100 MB Ethernet Note Excludes NE2000 Class cards Software requirements Windows 95 Windows 98 or Windows NT 4 0 Operating System Attendant Console Set Up and Operation Guide 18 Chapter 2 Preparing for installation P0936570 2 0 19 Chapter 3 Preparing the PC environment To prepare the PC environment e ensure the LAN is installed and functioning properly Consult your network administrator for assistance if necessary Attendant Console uses TCP IP to communicate between the Server component and the Client component TCP IP must be installed on every PC that runs Attendant Console Follow the steps in 6 Windows networking for an attendant on page 19 Windows networking for an attendant Attendant Console uses TCP IP to communicate between the Business Communications server and the Client component This means that you need the Windows Network component for all Attendant Console PCs The Attendant Console installation process does not install the Windows Network component
50. other attendant position The backup attendant can also operate as a main attendant an assistant attendant or any combination of the attendant types Each Attendant PC that is set up to receive incoming calls must be set up to redirect the calls to the backup Attendant PC Note Calls can be redirected to another Attendant Console attendant or any Business Communications Manager extension number If the attendant needs to leave their position they activate the backup attendant position by clicking the Out button on the Attendant Console window This button indicates that the attendant is not at the station diverts calls to the backup position After the attendant clicks the Out button they can complete the calls currently in progress on the Attendant Console window New calls appear at the position but also appear at the backup position Although the attendant is out the Client component can process calls if required To set up the backup attendant 1 On the Tools menu click Options The Options dialog box appears Figure 6 on pag e36 2 At the Redirect calls to option in the Extension box type the backup attendant s extension number 3 To control call redirection on the Attendant window click Attendant and select either In or Out 4 Click the OK button Attendant Console Set Up and Operation Guide 34 Chapter 5 Configuring Attendant Console Assistant attendant setup An assistant attendant provides call c
51. overage for one or more extensions in the system This means that you can set up the Attendant so that it monitors all incoming calls to selected extensions Since the assistant typically uses a PC for other work Attendant Console alerts the assistant without requiring that the Attendant window is always visible on the system To set up an assistant attendant 1 Click the Tools menu and then click Options The Options dialog box appears see Figure 6 on pag e36 2 Check the Assigned extension rings option The Call Notification dialog box appears to inform the assistant that there is an outside call for an Assigned extension 3 Click the OK button Use the Assigned feature when an employee wants an assistant attendant such as an administrative assistant to answer the employee s calls Note Only calls that originate from outside the Business Communications Manager base unit appear on the assistant attendant s window Internal calls from an extension to an assigned extension do not appear on the assistant attendant s window Enable the Assistant function by copying extensions to the Assigned list on the Assigned tab of the Options dialog box To add or remove an assistant attendant s assigned extensions 1 Click the Tools menu and then click Options The Options dialog box appears 2 Click the Assigned tab on the Options dialog box To add an extension click the extension you want in the All extensions list and click
52. port the Crystal Reports Engine cannot complete the report and display it The two main causes are in order of most or a missing engine component Please common first close other applications that are 1 Arequired running and try again Also make sure that no needed DLL s have been deleted 99 of the time 2 Windows is low on GUI resources DLL is missing or not installed correctly Reports could not lock the database In order to lock the database the database cannot be in a read only location Please make sure that the database is not in a read only folder or drive and try again This error occurs if the database reported on is ina read only location on a shared drive and one of the directory buttons is used External Errors The DAO MSJet and Crystal Reports Dynamic Link Libraries DLLs sometimes post error messages to the screen when errors occur These error messages are always followed by one of the above error messages 1 2 DAO and MSJet are trademarks of Microsoft Corporation Crystal Reports is a trademark of Seagate Information Management Group Inc Attendant Console Set Up and Operation Guide 54 Chapter 7 Troubleshooting P0936570 2 0 55 Glossary Assistant attendant The assistant attendant provides call coverage for one or more extensions connected to the Business Communications Manager base unit via the LAN Attendant PC A personal computer use
53. ress the Talk display button on the called extension and check that a voice connection is made to the originating telephone The Server component and the Client component installations are now verified If any of the steps do not occur properly refer to Troubleshooting the Server component on page 45 or Troubleshooting Client component installation on page 48 to check for installation errors If you are installing a networked model you also need to check the Client component installation on all of the Attendant PCs Attendant Console Set Up and Operation Guide 42 Chapter 5 Configuring Attendant Console P0936570 2 0 43 Chapter 6 Upgrading Attendant Console You can add additional Attendant Console attendants Adding additional Attendant Console attendants If you find that the call traffic is too high to be handled by your current number of attendants your company can purchase additional Attendant licenses in increments of one to a maximum of five attendants To register the additional Attendant licenses refer to the Business Communications Manager Software Keycode Installation Guide Removing Attendant Console To remove the Attendant Console Client software Quit all of the Client and Reports components On the Windows taskbar click Start point to Settings and click Control Panel Double click the Add Remove Programs icon Click Attendant Console Client Click the Add Remove button
54. t Console 27 Starting Attendant Console 27 Configuring the Server component 28 Getting Logging COUGHS sisisi resnim ea ele eee sb dada 30 Configuring the Client component ccccaseeeeeeebeee eek ed ee ee eo oS oe ES 31 Starting the Client component for the first time 31 Starting the Client component 31 Quitting the Client component 32 Types of Attendant setups 32 Setting up other Attendant features 35 Starting the Reports Component 22 2 4 dau revue dunes eee Fee isr 38 Configuring the Reports component 39 Quitting the Reports component 39 Networked operations peace cee caaee eed eo Ras CRA raksa Hed pRae tes 39 Verifying Attendant Console installation 40 Chapter 6 Upgrading Attendant Console 43 Adding additional Attendant Console attendants 43 Removing Attendant Console 43 Chapter 7 WOUMSSHOOUNG sise isrsarssiaumasssadasisai etiadasid dase 45 Troubleshooting the Server component A5 Logging Server component activity
55. ton The Login screen appears In the Login box type supervisor In the Password box type visor Click the Connect button The Unified Manager screen appears Figure 4 on page29 shows the components of the Unified Manager screen P0936570 2 0 Chapter 5 Configuring Attendant Console 29 Figure 4 Unified Manager screen Navigation Tree key heading System Resources Senices Management gt Diagnostics Information Frame menu bar 7 On the Navigation tree click the Services key the Console Service key and the Server Figure 5 Server Configuration screen D System Resources Senices Telephony Services IP Telephony Call Detail Recording LAN CTE Configuration Console Service Server Configuration General Information Diagnostic Logging Voice Mail Voice Button DHCP DNS IP Routing IPX Routing SNMP QoS Monitor Web Cache Net Link Mgr Alarm Serice NAT VPN Policy Management DECT o p a Configuration heading The Server Configuration screen appears see Figure 5 on page 29 8 Inthe Voice Mail Pilot Extension box type the extension number for CallPilot and press Enter To determine the CallPilot extension number press 6 on a telephone that is connected to the system The Business Communications Manager Message e
56. utton 32 35 36 40 M Main attendant full time 32 Memory RAM required 17 My Extension 33 My extension rings 37 N Name box Caller Information option 40 Network checking for required components 20 operations 39 requirements 19 setup for an attendant 19 Windows for reports 20 Network window 19 20 O Operation network 39 Options dialog box 31 32 35 36 37 Selected tab 37 OUT button 33 Overflow attendant 35 P Part time main attendant 33 PC preparing the environment 19 Pop Call Notification dialog box when 36 publications related 11 R Redirect calls to 36 Release button 40 Reports component communication with server 16 configuring 39 installing 25 starting 38 troubleshooting 51 Reports window 51 Reports Windows networking 20 Requirements Attendant Console 16 disk space 17 hardware 17 memory RAM 17 network 19 software 17 telephones 16 VNC 21 Restore minimized Attendant screen when 36 37 Restoring Attendant Console window 37 S Selected extensions box 38 Selected tab Directory list 37 Options dialog box 37 Server 36 Server component configuring 28 error messages 46 Setup Attendant Console 27 Starting Reports component 38 T Take button 36 Target box 40 50 P0936570 2 0 Index 59 TCP IP LAN based 15 Telephone requirements for Attendant Console installation 16 Telephones compatible 16 text conventions 9 Tip of the Day dialog box
57. xtension number appears on the telephone s LCD display Attendant Console Set Up and Operation Guide 30 Chapter 5 Configuring Attendant Console 10 11 12 13 In the Station Discovery option the default setting for Rediscover Station list on next restart is No Do not change the setting to Yes unless you have made significant changes to your phone system On the Navigation Tree click the Business Communications Manager heading The Business Communications Manager screen appears On the Logoff menu click Logoff You must log off at this point A message appears that asks you to confirm your request to log off Click the Yes button A message appears that asks you to close the browser window after you log off Click the OK button Setting Logging options Do not set the Logging options unless you are having problems with your system and you want to analyze them If you enable Logging you can examine the log for information about system problems To enable logging 1 Start your Internet browser 2 Inthe Address bar type the IP address of the Business Communications server and the port number 6800 For example 10 1 1 1 6800 If you don t know the IP address consult your Installer or Network Administrator The Unified Manager Configure screen appears 3 Click the Configure button The Unified Manager Login screen appears In the Login box type supervisor In the Password box type visor Click the Connect button
Download Pdf Manuals
Related Search