Avaya Softconsole FAQs
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1. 1 Close Softconsole and turn on the following registry key HKEY_LOCAL_MACHINE SOFTWARE Avaya eCon sole Common operations valid EnableQueueDigits 1 2 Restart Softconsole 3 Onan active call you want to transfer press on the numeric keypad followed by the digits you need to dial These digits will not be displayed until you press again and then the digits will be dialed March 2005 2005 Avaya Inc All rights reserved 1 AVAYA Avaya Softconsole FAQs User Interface How can I keep NumLock turned OFF gt O Busy Lamp Field NumLock can be kept OFF by changing a registry key with the following steps 1 Close Softconsole and turn off the following registry key HKEY_LOCAL_MACHINE SOFTWARE Avaya e Console Common operations valid ResetNumlock 0 2 Restart Softconsole Please note that Softconsole requires NumLock be turned ON to dial a number from the Numeric Keypad Also whenever Softconsole starts NumLock will be turned on until you manually turn it off Q I want the highlighted entry in the directory to remain highlighted and not default back to the first entry of the directory A In order to have this functionality you must change a registry key Follow these steps 1 Close Softconsole and turn off the following registry key HKEY_LOCAL_MACHINE SOFTWARE Avaya e Console Common operations valid DirReset 0 2 Restart Softconsole No2. also happens if I have extensions that start with zero Upgrade to the latest release of Softconsole at www avaya com support How can I show the Function Key equivalent to the functions on the Action toolbar Upgrade to the latest release of Softconsole at www avaya com support How do I enable or disable Auto Transfer Upgrade to the latest release of Softconsole at www avaya com support This release supports the Auto Transfer on the Action toolbar F12 If Send All Calls SAC is turned ON for an extension how would it be shown in yellow in the Hundreds Group Busy Lamp Field A Set SAC Notification to Yes on Page Form 2 of the Console Parameters on the Avaya Media Server Q I cannot see the Search For label and part of the text box and or Search By text box A Change your resolution to a minimum of 1024 x 768 pixels gt O gt O gt March 2005 2005 Avaya Inc All rights reserved 3 AVAYA Avaya Softconsole FAQs Attendant Queue Agent Queue The calls in queue indicator in the status bar doesn t work even if the attendant has calls waiting in queue 1 Program the atd qcalls feature button on the Attendant form of the Avaya Media Server 2 Configure the same feature button in the Attendant Queue Feature section of the Softconsole tab of Configuration Manager 3 Verify the same feature butt
3. AVAYA Avaya Softconsole FAQs User Interface Q How can I reduce the number of call appearances Busy Lamp Field A Upgrade to the latest release of Softconsole at www avaya com support The Appearances tab in Configuration Manager allows you to select either 2 or 6 call appearances Q The font size for the application is too small A Upgrade to the latest release of Softconsole at www avaya com support This release supports Windows System fonts and sizes The Appearances tab in Configuration Manager allows you to select the font type and font size Q I cannot see any entries for this directory A Run MDAccess Settings in MasterDirectory and verify the directory fields are added in the Display Fields tab Q I cannot dial from this directory A Run MDAccess Settings in MasterDirectory and verify the Dial field is correctly mapped to your telephone number Q How can I search on both first and last name A Upgrade to the latest release of Softconsole at www avaya com support This release supports partial search a k a double barreled For example typing smi j will select Smith Jack Q Why does Softconsole transfer external calls before I have finishing dialing This occurs when you dial an external call using Trunk Access Codes and AutoStart is enabled on the Avaya Media Server and AutoTransfer is enabled on Softconsole To prevent this from occuring
4. m Communication Manager into MasterDirectory 1 Verify the directory feature button is programmed on the Attendant form of the Avaya Media Server 2 Verify the same feature button is correctly assigned in the Server Features tab of Configuration Manager 3 Verify the Directory Feature section is configured in the Softconsole tab of Configuration Manager March 2005 2005 Avaya Inc All rights reserved 4 AVAYA Avaya Softconsole FAQs Master Q The CPU usage goes to 100 during directory imports Directory A Upgrade to the latest release of Softconsole at Www avaya com support Q How does Group Modify work in the MasterDirectory A If you attempt a group modify on the currently indexed field Field selected as Search By field the Group Modify operation will only change one entry Change the Search By field to a field other than the one you intend to perform the Group modify on and the Group Modify will then work correctly Make sure you have at least two or three entries with the same data in the field you intend to perform a group Modify to verify that Group Modify was successful 1 From the Entries menu choose Group Modify The Group Modify dialog box appears 2 If you want to change information in a specific field for all entries currently displayed in the MasterDirectory window a In the Field box select the field for which you want to modify
5. oice Messaging does not support the Transfer to Audix feature Subscribers transferring calls to another user s mailbox must initiate the transfer dial the Octel pilot number press twice dial the other user s mailbox number then release the call 2005 Avaya Inc All rights reserved 6 AVAYA Avaya Softconsole FAQs General When a second call to an attendant group is made and the attendant is busy the first call locks up Attendant doesn t hear first call and hears only the beep first caller hears the beep and attendant To handle the call waiting tone program the cw ringoff feature button in the Attendant form of the Avaya Media Server Configure the same feature button in the Server Features tab of Configuration Manager The cw ringoff feature button is used to turn off on the audible alert for calls waiting help f5 cancel esc enter f3 pe ee ATTENDANT CONSOLE FEATURE BUTTON ASSIGNMENTS 4 split O E 2 14 3 aaa a w 5 az 6 18 7 19 8 atd qtime 20 lcw ringoff cv 21 1e 22 23 12 __S 24 When the attendant is on an active call and there is an incoming call the attendant hears the call waiting beep tone At this time click on the feature button configured as cw ringoff and the attendant will not hear the call waiting beep March 2005 2005 Avaya Inc All rights reserved 7
6. on is correctly assigned in the Server Features tab of Configuration Manager The atd qcalls feature is not working properly Calls waiting in queue are not incrementing and the blue progress bar is not appearing in the Status Bar of Softconsole Verify that the atd qcalls feature button has been programmed on the Avaya Media Server and the same feature button has been configured on the Server Features and Softconsole tabs of Configuration Manager When Softconsole is logged in as an Agent in an ACD Hunt group the calls in queue information is not displayed in the status bar Program the atd qcalls and q calls feature buttons in the Attendant form of the Avaya Media Server Then download the feature buttons and display buttons from the Server Download tab of Configuration Manager This allows you to configure the required q calls feature button for an agent queue in the Attendant Queue Feature section of the Softconsole tab of Configuration Manager There appears to be a large number of calls in queue Wait approximately ten seconds for calls to clear from the queue Master Directory How do I schedule unattended directory downloads gt O gt O The MasterDirectory scheduler feature is not available See the Product Support Notice PSN titled Unattended Directory Downloads at www avaya com support I cannot import directory information fro
7. rough the internal PC speaker option I still hear tones when I press digits in Auto Start mode Go off hook then hang up How do I start and stop Softconsole from a command line interface gt OPO Go to the directory where Softconsole is installed e If Softconsole is running type Softconsole stop e If Softconsole is not running type Softconsole Does Softconsole support User Defined as a display language No I cannot dial out from the directory when using the headset adapter and headset is connected to the 8411D telephone The handset of the 8411D telephone must be off hook off the cradle and the speakerphone cannot be in use What is the status light next to button 9 lights on the 8411 telephone gt Ol gt C P IO The status light next to Button 9 on 8411 telephone provides a visual cue to connectivity with the Avaya Media Server If the status light is green the Softconsole is connected to the Avaya Media Server via the Passage Way interface of the 8411 telephone If the status light is red there is no connection By default Button 9 is enabled for use by the PassageWay status lamp and can be disabled using the SHIFT MUTE 79 PW key sequence How can I transfer directly into another user s mailbox when using Softconsole with the Octel 250 Voice Messaging system integrated with an Intuity AUDIX Voice Messaging system Octel V
8. the data and choose the New button The Add Replace Prefix dialog box appears b In the Prefix box enter the prefix that you want to replace c In the Change To box enter the new prefix that you want to add to the selected field and choose the OK button The Prefix box shows the prefix that will be changed and the prefix that will replace it Also the Make Changes column shows YES for the selected field indicating that you have defined a new prefix 3 Select the Ignore prefix case option if you want MasterDirectory to ignore the case that is uppercase or lowercase of the prefix that is being modified By default the prefix replacement procedure is case sensitive However if you do not want this procedure to be case sensitive enable the Ignore prefix case option A check mark in the Ignore prefix case check box indicates that this option is enabled 4 When you are finished choose the OK button A dialog box appears 5 Choose the Yes button The changes are made to the entries 6 Choose the OK button The MasterDirectory window displays all entries in the directory March 2005 2005 Avaya Inc All rights reserved 5 AVAYA Avaya Softconsole FAQs General March 2005 How can I enable disable the ringing from the my PC s internal speaker gt 1 Verify the Audio Toolbar is selected in the View menu 2 Select the center icon of the Audio Toolbar 3 Check uncheck the Also play ringing th
9. w when you have a highlighted entry in the directory it will remain highlighted until you select another entry or perform a new search When I am logged into Softconsole I cannot dial from the Hundreds Group Busy Lamp Field BLF Upgrade to the latest release of Softconsole When you login to Softconsole the Hundreds Group Busy Lamp Field displays an accurate status and stations can be dialed from this grid March 2005 2005 Avaya Inc All rights reserved 2 AVAYA Avaya Softconsole FAQs User Interface Q When I right click on any extension from the Hundreds Busy Lamp Group Busy Lamp Field BLF the information is not displayed Field for that extension Q When I right click on any extension from the Hundreds Group Busy Lamp Field BLF the information is not displayed for that extension A e The Directory containing the extension in question should be configured as the default directory using Configuration Manager e Run MDAccess Settings in MasterDirectory and verify the Switch Phone Extension field is mapped correctly to your telephone number e Ifa 7 digit dial plan is used and the dial plan parameters include a dash dot or space the Phone Number Format field in MasterDirectory should be changed to Any Characters instead of Numeric format Q If there is a leading zero 0 in the dial field as the Feature Access Code for accessing the trunk the system doesn t react This
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