Avaya Attendant Console User's Manual
Contents
1. 49 Saving the Server log file wg ese tind oreo tebe Phd see ee tenite erran 49 Changing the logging information displayed 50 Server log error messages 50 Retcode messages 0ccccc eee seeedeeetedwesev ese etayaeeeeerscn see 52 Troubleshooting Client component installation 53 Client error messages 2 ke bok ond Cooks te dei hehe Redes Che ES KES es 53 Bes Vie ees ee ee ee eee ee ee ee ee ee ee ee ee 55 Troubleshooting the Reports component 55 Reports error messages ses che ee eGo dede ee bd Eee Ke ee RESO 55 a E ee eo renee Fae ease 5e eo dd D ee ont 57 OO ee ee REREN here 59 it oe a ee ee ee ee ee ee ee ee ee 61 P0936570 04 Chapter 1 About Attendant Console Business Communications Manager 3 0 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 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 a2. TAPI 2 1 Installation Unified Manager Java Class Library Unified Manager Java Class Library Netscape 4 7 on oun Solaris 26 Developer Program Program Description Developer Categories Developer Partners Desktop Applications Attendant Console Bunnar ommen ainn Manage Albardant eninin Edt Vaie Tooke package for the web Download Attendant Console 5 Click the Download Attendant Console package for the web button The Save As dialog box appears P0936570 04 Chapter 4 Installing Attendant Console 19 6 Choose a location to save the file to and click the Save button Attendant Console downloads to the subscriber s computer 7 After Attendant Console downloads to the subscriber s computer double click the Attendant Console exe file The Attendant Console Installation dialog box appears Choose Setup Language Select the language for this installation from the choices below Cancel Select the language you want to use from the list box Click the OK button The Welcome to Attendant Console Client Setup dialog box appears Welcome to Attendant Console Client Setup This program will install Attendant Console Client on your computer ltiz strongly recommended that you exit all Windows programe before running this Setup program Cancel Attendant Console Set Up and Operation Guide 20 Chapter 4 Installing Attendant Console 10 Click the Next button The Licen
3. Voice Button DHCP DONS IP Routing amp SNMP QoS Monitor amp Web Cache Net Link Mgr Alarm Service HAT VFN amp Policy Management NTP Client Settings Management Diagnostics View Help Summa Licensing Status Running T Weri Disabled SPIO IE HableM anual 18 51 2001 sales Lito Description stat jer Console Service 8 From the Status list box select Start 9 Wait a few moments then on the View menu click Refresh Wait for the status to change to Starting 10 On the View menu click Refresh Wait for the status to change Running This can take several minutes After the status changes to Running you can select these options at any time Enable Auto automatically restarts Attendant Console service after a Business Communications Manager reboot Enable Manual after a Business Communications Manager reboot you have to start Attendant Console manually Stop stops Attendant Console service until you manually restart it We recommend that you select Enable Auto to assure Attendant Console service always restarts after a Business Communications Manager reboot 11 Click the System key 12 Click the Licensing heading The Licensing Setting screen appears Attendant Console Set Up and Operation Guide 13 On the Configuration menu click Add a Keycode 26 Chapter 5 Configuring Attendant Console The Applied Keycodes scr
4. When the main attendant is unavailable they can route calls to the backup attendant by clicking the Out button on the Attendant window busness Communications Manager Attendant Console File Edit Yew Tools Transfer Caller Target Attendant Help iN OUD DIE Caller Information CRE Target Name x H Caller Type D Transfer Screen Company E Page Call Note VMTransfer Camp On Edit Hold Release Park Page Link Transfer Directory Status Make Caller Find Show All Note x Department Edit Full Assigned Selected Name Department 375 376 565 566 567 568 569 570 UP UU LULU FA S NUM Thursday October 4 2001 01 12 44PM 4 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 diverts calls to the backup position After the attendant clicks the Out button they can complete the calls that are 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 P0936570 04 Chapter 6 Configuring Attendants 37 Assistant attendant An assistant attendant provides call coverage for one or more extensions in the system This means t
5. Note The Client component must be installed on all attendants computers gt Reports component With the Reports component you can view and print the information in the call processing database that is maintained by the Server component The Reports component 1s installed automatically with the Client component The Reports component accesses the database using TCP IP Install the Reports component on the same computer as the Client component Setting up an Attendant Console network You can set up an Attendant Console system as a networked model In a networked model one or more attendants manage the calls for a company with their computers 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 computers through a LAN The Client component can be installed on LAN attached computers A Client component license 1s required for each additional copy of the Client component P0936570 04 Chapter 2 Preparing for installation 11 Requirements for Attendant Console Before you install Attendant Console check that your equipment meets e Business Communications Manager 3 0 telephone system requirements e Requirements for installing the Client component on a computer Business Communications Manager 3 0 telephone system requirements Attendant Console operates with the Business Communications Manager base unit The Busines
6. Et oe COR bee Cees EES Ch OSES ES EH EEE 34 Full time main attendant 34 PATES Miata bee tak Ree too tatin 29d oes EOS Rees 35 Attendant Console Set Up and Operation Guide 4 Contents Backup attendant Gk ooo how San din dent see di eneh 4 esse 35 US OU UM LUS AAC Le LL 402 502ade5e04c05444655 5 445 b6 260 44458440805508 37 Overflow attendant 39 Setting up other Attendant features 40 Notifying the attendant of incoming calls 40 Automatically restoring the Attendant Console window when a call comes in 41 ee Oe ne dame dat ds es bead ese cr cee eee etd 42 Setting Transfer options for CallPilot and linking 43 Starting the Reports component 44 Quitting the Reports component 44 Configuring the Reports component 45 Chapter 7 Upgrading Attendant Console 47 Adding additional Attendant Console attendants 47 Removing Attendant Console 47 Chapter 8 Det le du too hd ee eos 624441 ROSS COREE See bee ees Coben eS 49 Troubleshooting the Server component 49 Logging Server component activity
7. Start point to Settings and then click Control Panel 3 Double click the Network icon The Network window opens with the Configuration tab displayed 4 Check that TCP IP is on the list of installed network components If not click the Add button to install TCP IP using the Windows installation procedures 5 Double click TCP IP For attendant computers check with your network administrator that the IP Address option is consistent with other computers 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 14 Chapter 3 Getting ready to install Attendant Console Checking the network components Before you install Business Communications Manager 3 0 service over the network check that the required network components are installed on the attendant computer Note If your company has a network administrator check with your administrator gt before you change any network configuration parameters To check for required network components on the attendant computer 1 2 Start Windows on the computer On the Windows taskbar click Start point to Settings and then click Control Panel The Control Panel window appears Double click the Network icon The N
8. box 42 Selected tab Directory list 42 Options dialog box 42 Server component configuring 27 error messages 50 Server window 53 Setup Attendant Console 23 31 Starting Reports component 44 Support contact 6 T Take button 40 Target box 33 53 TCP IP LAN based 9 Telephone requirements for Attendant Console installation 11 Telephones compatible 11 Tip of the Day dialog box 31 Tools 42 Transfer 33 Transfer Options 43 Troubleshooting Client component installation 53 Reports component 55 U Uninstalling Attendant Console 47 Upgrading adding attendants 47 V Visual Call Announcing and Control compatible telephones for 11 VM Transfer button 43 53 W Windows network component 13 network requirements 13 required for Client component 11 supported operating systems 11
9. call comes in on page 41 e Selecting extensions on page 42 e Setting Transfer options for CallPilot and linking on page 43 Notifying the attendant of incoming calls There are two ways an attendant can be notified of incoming calls e bya Call Notification dialog box The attendant can answer the call by clicking the Take button on the dialog box or ignore the call and let another attendant answer it e by a Ringing Loop button If the window is not minimized the Call Notification dialog box does not appear The attendant is notified of an incoming call by a Ringing Loop button To activate call notification 1 On the Tools menu click Options The Options dialog box appears with the Options tab displayed Options X Options Assigned Selected Server ID Pop Call Notification dialog box when Assigned extension rings My extension rings m Restore minimized Attendant screen when Attendant T Call answered on Attendant extension Mu extensions Redirect calls to Transter Options Ext stension T Disable YM Transfer T Call Occurs T am out T Disable Link Transfer Cancel Apply 2 At the Pop Call Notification dialog box when option select either e Assigned extension rings the attendant is notified of calls to the assigned extensions or e My extension rings the attendant is notified when their extension has an incoming call If you do not
10. entering the line pool access code 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 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 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 Press the Talk display button on the called extension and check that a voice connection is made to the originating telephone The Server component and the Client component installations are now verified If any of the steps do not occur properly refer to Troubleshooting the Server component on page 49 or Troubleshooting Client component i
11. progress of the installation When all the components are installed the Setup Complete dialog box appears with Yes I want to restart my computer now selected Setup Complete Before you can use the program you must restart your computer No will restart my computer later Remove any disks from their drives and then click Finish to complete setup ek 15 Click the Finish button The computer restarts Attendant Console Set Up and Operation Guide 22 Chapter 4 Installing Attendant Console P0936570 04 23 Chapter 5 Configuring Attendant Console After you install Attendant Console you must configure its components Configuring Attendant Console has three steps 1 Starting Attendant Console by enabling the software authorization code for Attendant Console and starting Attendant Console service Configuring the Server component on page 27 Setting Logging options on page 28 Configuring Attendants on page 31 o Ff N Starting the Reports component on page 44 Starting Attendant Console To start Attendant Console from Unified Manager 1 Point your web browser to the URL http lt IP address gt 6800 where lt IP address gt is the IP address of Business Communications Manager 3 0 The Business Communications Manager 3 0 Unified Manager screen appears Business Communications Manager gt yetem Adruristration amp Management Configure Premetalled Client Access
12. 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 LAN refers to a Local Area Network that supports TCP IP 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 Attendant Console Set Up and Operation Guide 60 Glossary Server ID The TCP IP host name of an Attendant Console computer 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 At
13. the Client component requires a telephone extension associated with this component The extension must be a valid extension on the Business Communications Manager system 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 Options Assigned Selected Pop Call Notification dialog box when Assigned extension rings My extension rings Attendant My extension A Transfer Options Restore minimized 4ttendant screen when T Call answered on Attendant extension Redirect calls to Extension when T Call overflow occurs FM am out PF Disable M Transfer PF Disable Link Transfer cancel Am 2 At the Attendant option in the My Extension box type the extension number of the attendant s telephone P0936570 04 Chapter 6 Configuring Attendants 35 Part time main attendant The part time main attendant 1s an attendant who can answer incoming calls while they perform other functions on the computer 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 for notification of incoming calls when the Client component is minimized For more information refer to Full time main attendant o
14. to the overflow attendant computer whenever overflow conditions exist You need to activate the overflow feature at each attendant computer Note Calls can be redirected to another attendant or any Business Communications Manager 3 0 telephone extension number To define the overflow extension 1 On the Tools menu click Options The Options dialog box appears Options Assigned Selected Pop Call Notification dialog box when Assigned extension rings My extension rings Attendant My extension 226 Restore minimized Attendant screen when T Call answered on Attendant extension Redirect calls to Transfer Options Extension PF Disable Link Transfer Cancel Am 2 At the Redirect calls to option in the Extension box type the overflow attendant s extension number 3 Select Call overflow occurs to redirect calls when all of the main attendant s Loop buttons are busy with calls 4 Click the OK button Note Overflow extension numbers are valid only after the extension numbers are assigned as assistant attendants See Assistant attendant on page 37 Attendant Console Set Up and Operation Guide 40 Chapter 6 Configuring Attendants Setting up other Attendant features You can assign Attendant features for the different types of attendants e Notifying the attendant of incoming calls on page 40 e Automatically restoring the Attendant Console window when a
15. your request to log off 8 Click the Yes button A message appears that asks you to close the browser window after you log off 9 Click the OK button Attendant Console Set Up and Operation Guide 28 Chapter 5 Configuring Attendant Console Setting Logging options Do not enable logging 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 Point your web browser to the URL http lt IP address gt 6800 where lt IP address gt is the IP address of Business Communications Manager 3 0 The Business Communications Manager 3 0 Unified Manager screen appears Click the Configure button The Login screen appears In the User ID box type the supervisor user ID The default user ID 1s supervisor In the Password box type the password The default password is visor Click the Login button The Business Communications Manager screen appears Click the Services key Click the Console Service key Click the Diagnostic Logging heading The Diagnostic Logging screen appears View Help 47 65 136 69 es ohne ll Diagnostic Logging r Diagnostic Logging Q Gal GCM 47 65 138 69 Tee ER nos amp Licensing Range 0 99 Identification ee N r Resources Log Ta file Mo F Senices Log CP events No z Telephony Services IP Telephony Log D
16. Attendant log for problems at any Attendant computer 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 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 computer is no longer saved Troubleshooting the Reports component This section describes solutions to problems that can occur with the Reports component Reports window does not open The Attendant Console Reports window does not open Solution 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 Reports error messages Error message Log message Meaning Action required The date string which was entered could The date or the format of the date is not valid not be processed This error occurs if you enter invalid data in either the To or From date boxes Examples of valid date formats include 10 24 73 assumes 1973 10 24 1973 October 24 1973 24 October 1973 An invalid date range was specified The This error occurs if To date must be a date which occurs later e The From date is set and a To date earlier than
17. Business Communications Manager 3 0 telephone system requirements 11 Requirements for installing the Client component on a computer 11 Chapter 3 Getting ready to install Attendant Console 13 Windows networking for an attendant 13 Checking the network components 14 Windows networking for reports 15 Enabling database sharing SR 0454565 04460 0008 4 eG8 15 Networked operations 16 Chapter 4 Installing Attendant Console 17 installing the Client component vicsdsedi need Feeds ee ww oe ede R Ede ee den des 17 Chapter 5 Configuring Attendant Console 23 Starting Attendant Console isos ce os bee oe eo bee e de eee Reese Seaua 23 Configuring the Server component 27 Song Log mg OGUE cs bowel de ee p canon ns des counts sans 28 Chapter 6 Configuring Attendants 31 Setting the extension and server 31 Starting the Client component 32 Quitting the Client component 32 Verifying Attendant Console installation 33 Types of Attendant setups Le cs
18. Home Page Wizards Setup and Management Wizards Install Chents Download Desktop Applications Call Pilot TE Call Pilot Manager Documentation Documentation Product OQvennew amp Tips BRU Xi Backup Eestore Utility Maintenance Product Maintenance and Support 2 Click the Configure button The Login screen appears Attendant Console Set Up and Operation Guide 24 Chapter 5 Configuring Attendant Console 3 Inthe User ID box type the supervisor user ID The default user ID is supervisor i Business Communications Manage Copyright 2001 Oo Mortel Networks Corporation amd N RTE L z its licensers All rights reserved N ETWORKS User ID I Password 4 Inthe Password box type the password The default password is visor 5 Click the Login button The Business Communications Manager screen appears Edt Configuration Performance Fault Report Tools Logoff View Help e Business Communications Manager Front View Business Communications Manager Front View a gt Resources Services Management amp Diagnostics P0936570 04 6 Click Services key Chapter 5 Configuring Attendant Console 25 7 Click the Console Service heading 47 65 138 69 Comprehensive Gi ACM 47 65 138 69 System amp Licensing Identification Resources Q Senices amp Telephony Services IP Telephony Call Detail Recordin T Li iret amp
19. Part No P0936570 04 Business Communications Manager 3 0 Attendant Console Set Up and Operation Guide NORTEL NETWORKS 2 Copyright 2002 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 04 Contents 3 Contents Chapter 1 About Attendant Console 5 POU NGA 5 este dau mai tisi cab teewe banks ea phe ebay es 5 Frito GOCUINGING SR etal sine cennet eoehhe eee noses eens 6 de ee ee eee ee ee ee ee ee eee ee ee 6 Chapter 2 Preparing TOF INStAN AON sic cca cde cht des ee cee ebb hse ee hdaeeneees 9 How Attendant Console works 9 Setting up an Attendant Console network 10 Requirements for Attendant Console 11
20. 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 Make sure that the database selected is created by the server This error occurs if a user tries to use the Employee or Customer directories after connecting to a database that is not a 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 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 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 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 line on which a more specific error message from the Crystal Reports Engine is displayed This message is
21. age 45 Setting the extension and server 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 not the CallPilot voice mail extension number It is the extension number callers use when they dial the Attendant telephone In the server ID box type the server ID the IP address for example 10 10 10 or the DNS name of the server you want to use for example 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 Attendant Console Set Up and Operation Guide 32 Chapter 6 Configuring Attendants Starting the Client component 1 On the Windows taskbar click Start point to Programs point to Nortel Networks point to Attendant Console Client and click Attendant The Client component starts 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 on the Attendant Console window To quit the Client component if the Atten
22. ail Recording LAN CTE Business Communications Manager Your Location BCM Download Client Applications Business Communications Manager Computer Telephony Integration Computer Telephony Integration CTT provides compames with the ability to turn a desktop computer into a powerful communications tool combining sight sound text animation wideo sraphics and other sophisticated telecomumcations functions CTI connects the inteligence of a personal computer with the power and flexibility of the Nortel Networks Business Communications Manager To increase employee productivity and customer satisfaction a number of applications are supplied here and downloadable to the Chent desktop by making the appropriate selection from the menu on the left Note Applications may be dependent on other components or software keys in order to be functional Each application page wall identify the dependencies required in order to activate the appropriate functionality 4 In the left frame click the Attendant Console link The Attendant Console screen appears Call Center Applications Call Center Reporting Maste Client Center Reporting Multiple Client Multimedia Call Center Voice Mail Applications Call Pilot Unified Messaqing Desktop Applications Attendant Console Desktop Assistant Desktop Assistant Pros 2050 Sotware Phone Personal Call Manager Toolkits Call Detail Recording LAM CTE
23. alog box appears Options Assigned Selected All extensions Assigned extensions OF Cancel my 2 Click the Assigned tab on the Options dialog box e To add an extension click the extension you want in the All extensions list and click gt gt to copy it to the Assigned extensions list e 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 04 Chapter 6 Configuring Attendants 39 Overflow attendant An overflow attendant receives calls that are redirected from another attendant position 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 1s 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 computer as the overflow attendant each attendant computer that is set up to receive incoming calls must be set up to redirect calls
24. apter 8 Troubleshooting 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 ME_COMMAND_FAILED The reason Business Communications Manager 3 0 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 Manager base unit Server admin for device 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 P0936570 04 Chapter 8 Troubleshooting 53 Troubleshooting Client component installation This section describes solutions to problems that can occur when you install the Client component Socket error on Client component start The Client component displays a Socket error message when starting the component Solution TCP IP address is not specified on a sta
25. aze Report inne r Eerad he Wee ihe Monthy Create Report Page lt Page gt Print Employees Eustamers f Select Quitting the Reports component To quit the Reports component 1 On the File menu click Exit or click the Close button in the upper right corner of the Reports window P0936570 04 Chapter 6 Configuring Attendants 45 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 path name is D Data Files NortelNetworks Attendant Console ConsoleServiceDB consoleservice mdb Note D represents the drive letter which can vary according to the computer p Attendant Console Set Up and Operation Guide 46 Chapter 6 Configuring Attendants P0936570 04 47 Chapter 7 Upgrading Attendant Console You can add additional Attendant Console attendants This section contains e Adding additional Attendant Console attendants on page 47 e Removing Attendant Console on page 47 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 ad
26. ccess 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 unit For information about using these features refer to the Business Communications Manager 3 0 Attendant Console User Guide About this guide This guide tells a System Administrator how to install and set up Attendant Console for use in your company The instructions in this guide are designed for experienced computer users who are familiar with client server software installations Business Communications Manager 3 0 technology and Local Area Network LAN technology Attendant Console Set Up and Operation Guide 6 Chapter 1 About Attendant Console Related documents For more information about using Attendant Console refer to e Attendant Console User Guide e Programming Operations Guide e Software Keycode Installation Guide How to get help USA and Canada Authorized Distributors Technical Support Telephone 1 800 4NORTEL 1 800 466 7835 If you already have a PIN Code you can enter Express Routing Code ERC 196 If you do not yet ha
27. checking extension Incompatible CTE Version found s expecting Re install Server component after removing CTE compatibility version last digit program from system c less CTE_compatibility Destination Station too busy LCD display on telephone already in use by Server Transfer call to CallPilot Attendant Console Application connection closed Client component for ext has closed extension Invalid Console Version Install Client and Server at same version Invalid Extension set in Console Specify a valid operational extension P0936570 04 Chapter 8 Troubleshooting 51 Error message Log message Invalid transfer destination Join Call Exivn RetCodeText Link Exin RetCodeTex No B2 Channels found possible error Communications Manager 3 0 setup No Lines monitored cannot operate No Stations monitored cannot operate Outside Dial Ext n RetCodeText Outside Dial Invalid line prefix code Overflow Call Exin RetCodeTex Page acquire Ext n RetCodeText Page release Ext n RetCodeText Park Call Exin RetCodeTex Pick up trunk invalid line ID Pick up trunk No calls on Line ID Query Station Status never returned Retrieve Parked Call Ext n RetCodeText Startup failure Server cannot operate Transfer Call Ext n RetCodeText Transfer Call to Voice Mail Ext n RetCodeText Trunk Call hold Ext n RetCodeText Refer to Retcode messages on page 52 Attendant Console Set Up and Operation Guide 52 Ch
28. ck the Console Service key 2 Click the Server Configuration heading The Server Configuration screen appears View Help oaaae Voice Mail Port Station Discovery Voice Mail Port tal BCM 47 65 138 69 9 Ee cin Voice Mail Pilot Extension oC i Range 100 9999999 Identification Resources Services Telephony Services IP Telephony Call Detail Recording D LAN CTE Configuration F ooreo J Diagnostic Logging amp Voice Mail Voice Button amp DHCP amp ONS IP Routing amp SNMP Go5 Monitor amp Web Cache Net Link Mgr amp Alarm Service amp NAT D VP Policy Management NTP Client Settings Management Diagnostics 3 Inthe Voice Mail Pilot Extension box type the extension number for CallPilot and press Enter To determine the CallPilot extension number press Feature 985 on a telephone that is connected to the system The CallPilot extension appears on the telephone s display Click the Station Discovery tab 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 6 Click the Business Communications Manager 3 0 heading The Business Communications Manager 3 0 screen appears 7 On the Logoff menu click Logoff You must log off at this point A message appears that asks you to confirm
29. dant Console window is minimized 1 Right click the Client component button on the taskbar 2 Click the Close button P0936570 04 Chapter 6 Configuring Attendants 33 Verifying Attendant Console installation You must verify Attendant Console installation after installation and setup To verify that the installation is successful 1 On the computer 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 verify the Client component 1 11 On the Windows taskbar click Start point to Programs point to Nortel Networks point to Attendant Console Client and then click Attendant 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 In the Directory list click the Full tab and click the extension icon of a telephone located near the Attendant s telephone Check that the Target box contains the Directory information for that extension Click the Call button Check that the Attendant extension icon indicates Off hook the first Loop button indicates Active and the Target extension is audibly ringing Click the Release button to end the call Go to another telephone and obtain an outside line by pressing an external line button or pressing an intercom button and
30. dialog box appears Options Assigned Selected Server ID Attendant Mu extensions ranster Options Pop Call Notification dialog box when Assigned extension rings My extension tings Restore minimized Attendant screen when T Call answered on Attendant extension Redirect calls to Extension whe T Call overflow occurs T am out T Disable YM Transfer T Disable Link Transfer Cancel Apply 2 From the Transfer options select the Disable VM Transfer check box to disable the VM Transfer button or select the Disable Link Transfer check box to disable the Link Transfer button If they are unavailable the buttons appear dimmed on the Attendant window You can re enable the buttons by clearing the check mark from the appropriate check box Attendant Console Set Up and Operation Guide 44 Chapter 6 Configuring Attendants 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 1 On the Tools menu click Reports or on the Windows taskbar click Start point to Programs point to Nortel Networks point to Attendant Console Client and then click Reports The Reports component starts in a separate window B Business Communications Manager Attendant Console Reports File Edit View Help Database Intonation Pescipian Curent Datab
31. ditional Attendant licenses refer to the Business Communications Manager 3 0 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 oa fF N The files associated with Attendant Console are removed from your computer hard drive Repeat steps 1 through 5 on each computer that has Attendant Console installed Attendant Console Set Up and Operation Guide 48 Chapter 7 Upgrading Attendant Console P0936570 04 49 Chapter 8 Troubleshooting This section contains solutions for problems that can occur when you install Attendant Console e Troubleshooting the Server component on page 49 e Logging Server component activity on page 49 e Saving the Server log file on page 49 e Changing the logging information displayed on page 50 e Server log error messages on page 50 e Retcode messages on page 52 e Troubleshooting Client component installation on page 53 e Client error messages on page 53 e Logging Attendant activity on page 55 e Troubleshooting the Reports component on page 55 e Reports error messages on page 55 e External Errors on page 57 Troubleshooting the S
32. een appears Group 47 65 136 63 Comprehensive i Add Delete Gal BCM 47 65138 7 eis STL Resources Services Management Diagnostics Edit Configugation Performance E Add a Keycode i Licen onim Lurrent Licensing ed Keycodes 11111120 59931649 02642215 42002431 36550402 49664441 220067 30 94009213 7 7025257 42036151 005037 39 84490521 22133211 69470654 446041 74 32613151 365391 34 52850351 42110530 03573032 52019356 42606051 44769331 43056514 42004651 3665531 7 7 4002206 42004241 69505956 95352916 12327341 09023934 3503 424 02604330 BCH Dialog Box Applied Keycodes Tools Logoff View Help ALI IT L 1 MCOM Networking CallPilot Informal Call Center CallPilot Call Center MIS package allPilot Professional Call Center Upgrade 00 CallPilot Active Agent Increment allPilot Networking LAN CTE Desktops 256 00 CallPilot Unified Messaging seats VoIP gateway port s 000 CallPilot Mailbox Increment CallPilot Fax Suite At KMAMAR MHM Functionality Save Cancel Ready Warning Applet Window 14 In the Keycode box type the software authorization code for the Attendant Console 15 Click the Save button 16 Do not log off Go to Configuring the Server component on page 27 to configure the Server component P0936570 04 Chapter 5 Configuring Attendant Console 27 Configuring the Server component To configure the Server component 1 Cli
33. environment 13 Configuring Reports component 45 Server component 27 ConsoleServer log 49 Control Panel window 14 D Directory list 38 Disable Link Transfer 43 Disable VM Transfer 43 Disk space required 11 E Error messages Client component 53 external reports errors 57 Server component 50 Extension box 35 Extension Attendant 31 Installation preparing for 9 Installing Attendant Console 17 Client component 17 Reports component 17 verifying 33 L LAN 59 Link Transfer button 43 Log to file 55 Loop button 33 34 40 Attendant Console Set Up and Operation Guide 62 Index M Main attendant full time 34 Memory RAM required 11 My Extension 34 My extension rings 40 N Name box Caller Information option 33 Network checking for required components 14 requirements 13 setup for an attendant 13 Windows for reports 15 Network window 13 14 O Options dialog box 31 34 Selected tab 42 OUT button 36 Overflow attendant 39 P Part time main attendant 35 Publications related 6 R Related publications 6 Release button 33 Reports component communication with server 10 configuring 45 installing 17 starting 44 troubleshooting 55 Reports window 55 Reports Windows networking 15 Requirements Attendant Console 11 disk space 11 hardware 11 memory RAM 11 network 13 software 11 telephones 11 Restoring Attendant Console window 41 P0936570 04 S Selected extensions
34. equirements are met Refer to Chapter 3 Getting ready to install Attendant Console on page 13 You are now ready to install the Client component Installing the Client component Install the Attendant Console Client on the attendant computers To install Attendant Console 1 On the attendant s computer close any open Windows applications 2 Point the web browser to the URL http lt IP address gt 6800 where lt IP address gt is the IP address of Business Communications Manager 3 0 The Business Communications Manager 3 0 Unified Manager screen appears Business Communications Manager system Adminstration amp Management Configure Premetalled Client Access Homme Page Wizards aah setup and Management Wizards Call Pilot Documentation Documentation Product Overview amp Tips BRU Sy Backup Restore Utility Maintenance Product Maintenance and Support Attendant Console Set Up and Operation Guide 18 Chapter 4 Installing Attendant Console 3 Click the Install Clients button The Download Desktop Applications screen appears NORTEL ous Call Center Applications Call Center Reporting Master Client Call Center Reporting Multiple Client Multimedia Call Center Voice Mail Applications Call Pilot Unified Messaging Desktop Applications attendant Console UIE SRLOR E a Desktop Assistant Pro 2050 Software Phone Personal Call Manager Toolkits Call Det
35. erver 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 28 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 28 Saving the Server log file If you activate the Log to file command the server log file is saved as in the server directory as a file named ConsoleServer log Note If you save the Server log file the ConsoleServer log file continues to grow and take up disk space Make sure you turn this feature off when you are finished troubleshooting the Server component For information on changing these settings see Setting Logging options on page 28 Attendant Console Set Up and Operation Guide 50 Chapter 8 Troubleshooting Changing the logging information displayed You can change the amount of the logging information that you display For information on changing the level of logging information see Setting Logging options on page 28 S
36. erver 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 Check whether there is a problem with the database Server log 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 Cannot close Console Server until completely started Trying to close Server during initialization Wait until start is completed before closing Cannot listen for connections Unrecoverable error Restart Server Cannot open blocked CLID db file Server cannot find needed file Check for deletion in Server directory Restart Server Attendant Console Application connection opened Client component for ext has started extension ConsoleServer ini file not found in Windows directory Server cannot find needed file Cannot open COS array file Server cannot find needed file Check for deletion in Server directory Restart Server Could not register server with CTE CTE not set up correctly Check installation and restart Server 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
37. etwork window opens with the Configuration tab displayed Click the File and Print Sharing button The File and Print Sharing dialog box appears Select both the options in the File and Print Sharing dialog box Click the OK button The File and Print Sharing dialog box closes Click the OK button on the Network window P0936570 04 Chapter 3 Getting ready to install Attendant Console 15 Windows networking for reports When Attendant Console processes incoming calls it stores information about each call in a database on the Business Communications Manager 3 0 The Reports component uses this database to prepare call reports If the Reports component is executed on a computer you must first locate the server database from the computer running the reports Refer to Configuring the Reports component on page 45 To support operation of the Reports component on a networked attendant computer check that the File and Print Sharing component is present and enabled For more information see Checking the network components on page 14 To allow Attendant Console users to access the database you must enable database sharing For more information see Enabling database sharing on page 15 Enabling database sharing 1 O O N OO 12 13 14 15 16 Point your web browser to the URL http lt IP address gt 6800 where lt IP address gt is the IP address of Business Communications Manager 3 0 The Business Comm
38. evice events wooo O F Call Detail Recording N z amp LAN CTE Configuration loaResponseevents No Console Service a te No Server Configuration i a o o Boae ereer TTT Log System events Mo nice Voice Button amp DHCP amp ONS IP Routing amp SNMP GoS Monitor amp Web Cache Net Link Mgr Alarm Service NAT D VPH Policy Management NTP Client Settings Management Diagnostics P0936570 04 10 11 12 13 14 15 16 17 18 19 Chapter 5 Configuring Attendant Console 29 In the Log Detail Level box type a number between 0 and 60 This number represents the level of detail you want to log Set Log To file to Yes to save the log to a file Set Log CP events to Yes to log Computer Telephony Engine events Set Log Device events to Yes to log phone events such as off hook on hook and Call Forward Set Log Response events to Yes to log how Attendant Console interprets events on the system Set Log Session events to Yes to log system events other than those covered by Device events and Response events Set Log System events to Yes to log events reported through Windows NT such as general protection faults that are related to Attendant Console or Windows NT Click the Business Communications Manager 3 0 heading The Unified Manager screen appears On the Logoff menu click Logoff A message a
39. f the database reported on is in a read only order to lock the database the database location on a shared drive and one of the directory buttons is cannot be in a read only location Please used make sure that the database is notina read only folder or drive and try again 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 DAO and MSJei are trademarks of Microsoft Corporation 2 Crystal Reports is a trademark of Seagate Information Management Group Inc Attendant Console Set Up and Operation Guide 58 Chapter 8 Troubleshooting P0936570 04 59 Glossary Assistant attendant The assistant attendant provides call coverage for one or more extensions connected to the Business Communications Manager 3 0 base unit via the LAN Attendant computer A personal computer used to run the Attendant Console Client component The Attendant computer 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
40. hat you can set up the attendant so that it monitors all incoming calls to selected extensions Since the assistant typically uses a computer for other work Attendant Console alerts the assistant without requiring that the Attendant window 1s always visible on the system To set up an assistant attendant 1 On the Tools menu click Options The Options dialog box appears Options Assigned Selected Server ID ee PF My extension rings Restore minimized Attendant screen when Attendant T Call answered on Attendant extension My extension Redirect calls to Transfer Options Extension when T Call overflow occurs F am out PF Disable VM Transfer T Disable Link Transfer cancel Am 2 Select the Assigned extension rings option The Call Notification dialog box appears to inform the assistant that there is an outside call for an Assigned extension 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 external calls 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 Attendant Console Set Up and Operation Guide 38 Chapter 6 Configuring Attendants To add or remove an assistant attendant s assigned extensions 1 On the Tools menu click Options The Options di
41. n page 34 and Setting up other Attendant features on page 40 Backup attendant A backup attendant is an attendant who receives calls that are redirected from another attendant position The backup attendant can also operate as a main attendant an assistant attendant or any combination of the attendant types Each Attendant computer that is set up to receive incoming calls must be set up to redirect the calls to the backup Attendant computer Note Calls can be redirected to another attendant or any Business Communications Manager 3 0 extension number To set up the backup attendant 1 On the Tools menu click Options The Options dialog box appears Options Assigned Selected Pop Call Notification dialog box when Assigned extension rings msp_cgy_dov ca PF My extension rings Attendant My extension 226 Restore minimized 4ttendant screen when T Call answered on Attendant extension Redirect calls to Transfer Options Extension when FM Call overflow occurs e M Digable Link Transfer PF Disable YM Transfer cat toh 2 At the Redirect calls to option in the Extension box type the backup attendant s extension number Attendant Console Set Up and Operation Guide 36 Chapter 6 Configuring Attendants 3 Select the I am out check box to route calls to the backup attendant when the main attendant is out Click the OK button
42. nd alone system or TCP IP is not installed in the Windows operating system Install TCP IP and restart the Client component Client component verification procedure does not work The Client component installation is complete but some of the verification procedures do not work Solution 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 computer through the use of Network Neighborhood Check the Business Communications Manager base unit installation to ensure that extensions are defined correctly CallPilot extension not working The CallPilot extension cannot be dialed from the Attendant window Solution To access the CallPilot system click the VM Transfer button and enter your mailbox number Client 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 not The Attendant extension entered is invalid changed Choose a valid extension No Active call on Attendant No Loop button is in the Active state Make Loop active and retry Not all the search results could be displayed because Edit Employee or Caller function Find argument is there were too many matches Please use a more too b
43. nstallation on page 53 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 computers Attendant Console Set Up and Operation Guide 34 Chapter 6 Configuring Attendants Types of Attendant setups You must configure each computer that has the Client component installed to handle calls as a e Full time main attendant on page 34 e Part time main attendant on page 35 e Backup attendant on page 35 e Assistant attendant on page 37 e Overflow attendant on page 39 Full time main attendant 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 Ringing Loop button on the Attendant window If the attendant s telephone is programmed to receive all incoming calls for the company as the main attendant the Attendant Console Client component also displays the calls To receive and make telephone calls
44. orts component Server component The Server component supports the Client component running on computers 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 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 10 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
45. ppears 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 Attendant Console Set Up and Operation Guide 30 Chapter 5 Configuring Attendant Console P0936570 04 31 Chapter 6 Configuring Attendants You must set up each computer 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 This section contains Setting the extension and server on page 31 Starting the Client component on page 32 Quitting the Client component on page 32 Verifying Attendant Console installation on page 33 Types of Attendant setups on page 34 Full time main attendant on page 34 Part time main attendant on page 35 Backup attendant on page 35 Assistant attendant on page 37 Overflow attendant on page 39 Setting up other Attendant features on page 40 Notifying the attendant of incoming calls on page 40 Automatically restoring the Attendant Console window when a call comes in on page 41 Selecting extensions on page 42 Setting Transfer options for CallPilot and linking on page 43 Starting the Reports component on page 44 Quitting the Reports component on page 44 Configuring the Reports component on p
46. road Restrict argument and retry restrictive search 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 and Shutdown the Client component and restart 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 Attendant Console Set Up and Operation Guide 54 Chapter 8 Troubleshooting Error Message Log Message Meaning Action Required 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 P0936570 04 Chapter 8 Troubleshooting 55 Logging Attendant activity You can create an Attendant log file that lets you examine the
47. s 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 these telephones e two line display e one line display e 2500 type industry standard e Companion Wireless Attendant Console supports Visual Call Announcing and Control on two line display telephones Requirements for installing the Client component on a computer Minimum hardware requirements e Pentium based computer e 32 MB of memory or more e 10 MB available disk space total disk space required for either the stand alone model or networked model Note Additional disk space may be required for the database The required size of the database depends on the call volume and the frequency of call record deletion e Local Area Network connection for client software installation e SVGA monitor with a minimum resolution of 800 x 600 and 28 dot pitch or smaller e keyboard and mouse supported by Windows e printer supported by Windows optional for report printing e PCI bus Network Interface Adapter 10 100 MB Ethernet Note Excludes NE2000 Class cards Software requirements e Windows versions 95 98 NT 4 0 ME XP or 2000 Attendant Console Set Up and Operation Guide 12 Chapter 2 Preparing for in
48. s 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 computers and set them up as main attendants Each incoming call appears on the Attendant window of each Attendant computer The first attendant to answer a call connects to the caller The answered incoming call disappears from the other attendant s windows 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 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 computers The only difference is that in this example the overflow feature must be set at each Attendant computer This means A s extension must be set to overflow to B s and B s must be set to overflow to A s P0936570 04 17 Chapter4 Before you install Attendant Console e Ensure you have all the contents of the Attendant Console package e Ensure all telephone system computer and network r
49. se Agreement dialog box appears License Agreement Please read the following license agreement carefully netaleteln 11 Read the License Agreement If you accept the agreement click the Yes button The Choose Destination Location dialog box appears Choose Destination Location Select folder where Setup will install files rebel Serre Gl P0936570 04 Chapter 4 Installing Attendant Console 21 12 Click the Next button to accept the default location To change the directory location click the Browse button choose another directory location and then click the Next button The Select Program Folder dialog box appears Setup Select Program Folder Please select program folder Setup will add program icons to the Program Folder listed below ou may type new folder name or select one from the existing folders list Click Mest to continue Program Folders Existing Folders Bellcore Basic Telephony Cyber rmor FullShot 6 0 Java 2 Runtime Environment KODAK Logitech Mousey are Microsoft Office Tools Microsoft Plus 98 Nortel Networks ferais Back Cancel 13 Click the Next button to accept the default Program Folder name Nortel Networks To change the folder name click the name you chose in the Existing Folders list box or type a different name in the Program Folders box 14 Click the Next button As installation proceeds messages appear that indicate the
50. select either check box the attendant is not notified of calls when the window is minimized 3 Click the OK button P0936570 04 Chapter 6 Configuring Attendants 41 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 Options x Options Assigned Selected Server IL Restore minimized Attendant screen when q Attendant T Call answered on Attendant extension My extension Transter Options Pop Call Notification dialog bos when Assigned extension rings My extension rings Redirect calls to Extension when T Call overflaw occurs T am out T Disable M Transfer T Disable Link Transfer 2 Inthe Restore minimized Attendant screen when option select the Call answered on A
51. stallation P0936570 04 13 Chapter 3 Getting ready to install Attendant Console This section contains e Windows networking for an attendant on page 13 e Checking the network components on page 14 e Windows networking for reports on page 15 e Enabling database sharing on page 15 e Networked operations on page 16 Before you install Attendant Console e ensure the LAN is installed and functioning properly Consult your network administrator for assistance if necessary e Attendant Console uses TCP IP to communicate between the Server and the Client components Make sure that TCP IP is installed on every computer that runs Attendant Console Follow the steps in Windows networking for an attendant on page 13 Windows networking for an attendant Attendant Console uses TCP IP to communicate between the Business Communications Manager 3 0 and the Client component You must have Windows Networking installed on all Attendant Console computers The Attendant Console installation process does not install Windows Networking For instructions on how to install Windows Networking refer to your network or Windows documentation Note If your company has a network administrator check with your administrator before you change any network configuration parameters To check the Windows setup before you install the Client component 1 Start Windows on the attendant computer 2 On the Windows taskbar click
52. tendant 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 04 Index A Add Remove button 47 All extensions box 42 Assigned extension rings 40 Assigned tab Directory options 38 Assistant attendant 37 Attendant assistant 37 backup 35 features 40 incoming calls notifying of 40 overflow 39 Attendant button 41 Attendant Console about 5 adding attendants 47 choosing a model 10 compatible telephones 11 components 9 computer requirements 11 installing 17 installing the Client component 17 installing the Reports component 17 overview 5 requirements 11 setting up 23 31 software requirements 11 uninstalling software 47 verifying installation 33 Attendant Extension 31 Attendant option 34 Attendant main full time 34 Attendant part time main 35 Backup attendant 35 C Call answered on Attendant extension 41 Call button 33 Call Notification dialog box 37 40 Call overflow occurs 39 Caller ID 11 Caller ID Information box 33 Caller Information options 33 61 Client component adding attendants 47 communication with server 9 error messages 53 installing 17 restoring Attendant Console window 41 Transfer options 43 troubleshooting installation 53 Compatible telephones 11 Computer preparing the
53. the From than the From date The previous valid date is entered date has been reset 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 56 Chapter 8 Troubleshooting Error message Log message Reports could not connect to the chosen database The Reports component was unable to generate the listing from the database specified 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 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 report could not find the necessary data in the specified database Make sure the specified database is a valid system database Reports could not find the needed report rpt file Make sure all the rpt files are installed correctly The report file has somehow become corrupted The following statement in English is more detailed information useful for troubleshooting P0936570 04 Meaning Action required This error occurs if the Reports component fails to create a DAO record set from the database selected
54. ttendant extension check box 3 Click the OK button The Attendant Console window is restored when the attendant uses the extension to make or answer a call Attendant Console Set Up and Operation Guide 42 Chapter 6 Configuring Attendants 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 the extensions in the Directory list 1 On the Tools menu click Options The Options dialog box appears Options Assigned Selected All extensions Selected extensions OK Cancel Apply 2 Onthe Options dialog box click the Selected tab To add an extension click the extension you want in the All extensions list and then click gt gt to copy it to the Selected extensions list To remove an extension from the Selected extensions list click the extension number in the Selected extensions list and click lt lt 3 Click the OK button to return to the Attendant Console window P0936570 04 Chapter 6 Configuring Attendants 43 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
55. unications Manager 3 0 Unified Manager screen appears Click the Configure button The Login screen appears In the User ID box type the system administrator user ID The default user ID is supervisor In the Password box type the system administrator password The default password is visor Click the Login button The Business Communications Manager screen appears Click the Diagnostics heading On the Tools menu click Telnet At the login prompt enter the system administrator user ID and press Enter At the password prompt enter the system administrator password and press Enter Press 7 Type the following command net share console D data files Nortel networks attendant console consoleservicedb Press Enter Type Exit and press Enter Press X Click the BCM heading On the Logoff menu click Logoff Attendant Console Set Up and Operation Guide 16 Chapter 3 Getting ready to install Attendant Console 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 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 answer
56. usually Unable to connect incorrect table location This occurs when generating a report if the appropriate rpt file is not found in the Reports directory Either the file is deleted moved not installed correctly or corrupted When corrupted the Crystal Engine can no longer recognize it as a rpt file even though the name indicates it is 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 Chapter 8 Troubleshooting 57 Error message Log message Meaning Action required Reports could not draw the desired report This error occurs if during the generation of the report the to the window This could be caused by a Crystal Reports Engine cannot complete the report and display lack of windows resources or a missing it The two main causes are in order of most common first engine component Please close other 4 A required DLL is missing or not installed correctly 99 of applications that are running and try again the time Also make sure that no needed DLL s have been deleted 2 Windows is low on GUI resources Reports could not lock the database In This error occurs i
57. ve a PIN Code or for general questions and first line support you can enter ERC 338 Website http www nortelnetworks com support email naitas nortelnetworks com Presales Support CSAN Telephone 1 800 4NORTEL 1 800 466 7835 Use Express Routing Code ERC 1063 EMEA Europe Middle East Africa Technical Support Telephone 00800 800 89009 Fax 44 191 555 7980 email emeahelp nortelnetworks com CALA Caribbean amp Latin America Technical Support Telephone 1 954 858 7777 email csrmgmt nortelnetworks com P0936570 04 Chapter 1 About Attendant Console 7 APAC Asia Pacific Technical Support Telephone 61 388664627 Fax 61 388664644 email asia_support nortelnetworks com Attendant Console Set Up and Operation Guide 8 Chapter 1 About Attendant Console P0936570 04 Chapter 2 Preparing for installation Before you install Attendant Console e Read How Attendant Console works on page 9 e Read Setting up an Attendant Console network on page 10 e Review the requirements in Requirements for Attendant Console on page 11 e Make sure your Business Communications Manager 3 0 telephone system is installed and functioning correctly Refer to Getting ready to install Attendant Console on page 13 How Attendant Console works Attendant Console is a client server software system that has three components e Server component e Client component e Rep
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