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Asko D3121 Dishwasher User Manual

1. e Enter your extension number and password assigned to you by the Administrator of Console NET and click on Login the Console NET screen will open If an extension has not yet been configured for access you can login with the Administrator account used for configuration purposes Extension 0 password 12345 Details Names Only re BCM 50 Connected Ready 221 Joni 223 Kitchen 225 Mike M Extensions Only Licensed to hith Message 5 i a 227 Doug 228 Bill The main User interface window opens and PBX Server Status will change from Connected Initializing to Connected Ready when initialization is complete Within 1 minute For new installations the Extension Display Window also known as the BLF will automatically populate all extensions that are named on the telephone system s GUI Graphical User Interface Page 55 Console NET Installation amp User Guide The main GUI window consists of 5 Primary areas Personal Call window Programmable License information Displays current call Feature button bar button hi ee ee eM a Enphorri Navigator provides access to extension groups and customers System provides Active Call the real Window time status Displays all of Active Ringing Ath amp Held and ws Lt Norstar Parked systems calls and logged in Users Extension Display Window Red Ringing extension Green
2. _ PC Firewall amp Popup Killers blockers must be disabled Page 6 Chapter 1 Introduction Windows critical updates are recommended but may not have been available for testing at the date of software release Due to complex security and permission settings on Win 2003 server Converlec may be unable to support these installations 128MB of memory must be added to the Console NET Server for each additional networked BCM system Multiple BCM installations can be accomplished with a single LAN CTE client on the same PC as the Console NET server LAN CTE client must be compatible with all BCM s Note The above CPU amp Memory requirements are recommended minimums Due to the nature of Console NET being a real time browser application the system resources are primarily utilized by Windows Internet Explorer and can potentially slow down other applications on the same computer Based on user demands the minimums required may not be suitable Nortel BCM Requirements Software release BCM50 3 6 3 7 _ One LAN CTE Client License per BCM BCM Published IP address is accessible from the PC designated for Console NET installation Telephone Subscription Services Caller ID Number service from your local telephone company required for Call Preview amp Screen Pop Nortel Norstar Requirements CICS MICS software release 1 1 or greater One CTA 100 Norstar system connected Norstar CTE software is i
3. From 1 1 2000 To 3 16 2006 Time Al day E start 12 00 00 AM Finish 1 1 59 59 PM o Calls By Extensions ir Call Duration ealls by DIDVDNIS Fa lt lt alae ess Pf at ft inbound land Me Select the the type of call Add filters when that you wish to report on appropriate to search for a the Durations specific name or number Generate Report Select the Call Duration report Report Criteria Filters Customer number e Entera specific telephone number or a partial match that you are looking for from an inbound call If a partial number is entered such as an area code all numbers from that area code will be displayed in the report based upon the Time amp Date criteria selected below Customer Name e Enter a specific customer name or a partial match that you are looking for from an inbound call If a partial number is entered such as an area code all numbers from that area code will be displayed in the report based upon the Time amp Date criteria selected below NOTE o The above name and number searches are based upon the information being presented from your telephone line vendor In most cases Call display name amp number are optional subscription services Page 48 Date Time All Chapter 6 Reports o Ifnoname and or numbers filters are entered all calls will be displayed in the report By default the current month is selected Click on the drop do
4. Adding new message Message l As 3 i Click Add New and type message window Click Save to store the new me Select Server Messages from the Configuration Window menu bar Add Delete Save e Clicking on Add new displays the Adding new message screen allowing you to type a new message e Clicking on Delete will delete the current message displayed in the message field e Click on Save to store a new message created from the Add new button Message e Alphabetically displays the first message Click on the drop down arrow in the right corner of the field to display all stored messages Page 30 Chapter 6 Reports Message Back at 1 00pm Check your Voice Mal Customer Waiting Note In order to view any message changes Console NET users must refresh the main User Interface window by pressing F5 on the Keyboard Server Notification Messages Notification messages are used in conjunction with the optional purchase of Console NET Telephone Messaging Telephone Messaging allows any digital or IP phone to set a message that will show for any other telephone set calling as well as be displayed in the Console NET BLF Messages are activated using a Feature Code Default F990 Messages can be initiated from a telephone on all networked BCM and Norstar systems provided sufficient PBX server licenses are purchased Note If storage code location numbers are skipped when adding or saving messages message numbers displaye
5. At the time of this software release the following default address was capable of performing a reverse lookup without subscribing to any service http www 411 com 10668 search Reverse Phone Console NET software will send the phone number as received from your Calling Line ID service to the designated web service Auto Search Page 41 Console NET Installation amp User Guide By default Auto Search is disabled but the lookup function is still possible from the User window by clicking on the URL button displayed above the active call window If auto search is selected every call that is answered or picked up from hold or park by Console NET user will open the web link to try and perform a reverse lookup Ringback Messages When a Console NET user has a call ring back to them from the functions listed below the call ringing back will display the related message on the top line of the ringing call e Xfer Ringback Transferred calls that are unanswered ring back with the applied message e Camp Ringback Camped calls that timeout will ring back with the applied message e Park Ringback Parked calls that timeout will ring back with the applied message e Wait Ringback When Console NET call waiting times out and rings back the applied message is displayed Ron 242 ConsoleNET Details B Mames Only Extensions Only 2 ConsoleHET Connected Ready 221 Joni 222 Courtsy 225MikeM_ 226MikeCh 227 Doug 228
6. COmiguralion crsenseascastcennucisiin es aane nen neneiaenenaEne RARE 32 GIS TONICT SiC OM CS aa ERC Po E O aoe a a a i dee sane tees eee 39 Company GOMA di eb 39 Independent CONC A A A A A aaa 40 EE Sih aceicsewsoa toca rtriaccutne oeetentnaejenepoe E deans ocutisouusen tense acede dente biateveann tenet auatedee endear omabemendeoens 41 CMADLET Gz COO IES vecaeoriccsnca uit araucanos terco cc a 44 O uate ee seca cecetie N aidan me oeeatclad cl eaten atau dures cease N 44 o si ec ee cr Pee ree eet ec ee ee ee ere en eee ae ee ee eee 44 Summa BYV EXCISION S ieai eet en ose cese sca cemieno ea ane soc st acoeaecceeaaanae suk ote ceed ea teeaance ast seescaoeemseeat ee ncetie eats 45 A 2 100 a eens ner tert ne oie Eee WIESE Or PSP mE cee Ee oe oo mee ATE NE Tere See ere 48 Sample Reponedor euaie enneceeeetoeten 51 Report OO IAN sea sito a a As 52 Chapter 7 Using Console NE T riada daa 55 A et enn ae Senn eer ean er een ere ee ee en eee ee ere ee 55 GUI GrapnicalUserintenace occ ea a a a eee ee ld a O a 55 alll COM Ol ictal ee ee oa au a ee ee at ree el i Mia ee Sil es ee ea ae dh ue 57 Extension Directed FSA Sora a 60 Using Console NET IMGSSAQIAG cs caia ica 62 Narda e ante 64 peca Dialing ai ati 65 Se malC alias me Ieee et meter reese eee a ee ee ee ee rere 67 Extension Layout Sc UNOS yt cuban ain a a a a a a aida 67 Directory Number EAS ee ee ee a 69 SV SIM A los 70 RR RO 71 Language ole 61 ON meee EE ieee aca ee ee eee eee 71 Ghapler APP
7. 0 Agreement EULA is a legal agreement between you either an individual or a single entity and Microsoft Corporation for the Microsoft software 3 View EULA for printing product identified abowe which includes computer software and may include associated media printed Microsoft Data Access Components 2 8 Do you accept the terms of the pending License Agreement If you choose Don t Accept install will close To install you must accept this agreement Cancel o Accept any licensing agreements if prompted Console NET setup will display the installation progress of any components being installed o After all components have been installed you will be prompted to continue installing Console NET Ta ConsoleNet Version 3 0 0 Contirm Installation The installer ts ready to install Console et Version 3 0 0 on pour computer Click Next to start the installation e Click on Next to continue Page 15 Console NET Installation amp User Guide i ConsoleNet Version 3 0 0 Installation Complete ConsoleNet Version 3 0 0 has been successfully installed Click Close to exit Please use Windows Update to check for any critical updates to the MET Framework o Select Close to complete the installation Norstar DN Discovery In order for Console NET to function properly all active extensions DN s must be monitored For systems with Voice Mail all B1 and B2 voi
8. Bil 229Ned 232 Samad 238 CompRm 240 Bob 24 Larry 242 248 Brdroor 356 TestLab 358 Dougs home 360 Doug 2 653 Rons ip Full Name Order Last Name First Name o By default Console NET loads all phone system extension names into the first name field of Console NET If there is no last name present Console NET will display and sort by the first name field If you wish to enter a last name and you want the Console NET user see the extensions sorted by first name simply add the last name after the first name in the same field Any extension that contains characters in the Last name field will automatically be displayed and sorted in that order First Name Last Name o This will change the database to display and sort the names by order of First name NOTE In order to toggle the sorting of First name and Last Name the database must be deleted after the changes are saved By deleting the database all extensions including the configuration will be deleted Page 42 Chapter 6 Reports This should only be done by an authorized dealer or under supervision of ConverTec support Delete all Directory Numbers This will reset Console NET back to initial installation state This should only be required when directory numbers sorting needs to change from Last Name to First name or First name to Last name Warning All user configurations group settings and Custom extension naming will have to be re configured if directory
9. ICO Saa A A io 72 PRD SNP a N a 72 Page 2 Chapter 1 Introduction License Continnatiom ton BOM 3 cic is ee ete th Ae ee ae ge ak ss ae ad oh pee ange ee ek eae ee 72 License Contiimalon Tor EXC IM5 0 eeccecd acts ct aeck autres a dated wire hai cdutoidese sous EA ended aed GSebedaecetoes 74 PUDIISHEGIIP Addres S a oes sara A a T E 75 A A pierietr iet tere eng E ne ee eee ee eh ne a er eee 78 TROUDIESNOOUNG session odiados 78 NOTE Additional troubleshooting tips can be found in the Support section of the ConverTec web site 78 Norstar CTA Compatibilidad A AN 79 Walt alily Sonwa e SUD DON gis a 79 MNO AA A O A E 81 Page 3 Console NET Installation amp User Guide Chapter 1 Introduction Introduction With the competitiveness of business today the need to differentiate your company from the competition is crucial Organizations using a live Attendant to answer calls rely on the Attendant to present the image of the company to the caller Today s Attendant requires a sophisticated yet simple to use tool to help meet this challenge Console NET provides the capability for Attendants to answer and direct callers in a more informed and professional manner Console NET displays a directory of extensions and their real time status The Attendant can organize the extensions by groups such as Sales or Support Extension buttons may be viewed by extension extension name or both Extension detail can also b
10. Line Number This is the physical trunk number on the telephone system that you wish to rename for identification purposes Click on the drop down arrow in the right corner of the field and select the trunk line to be renamed Label Type the new name or number you wish to identify this trunk line with and click on Save Server t Configuration y Save Customers Messages Global Options Notification Messages Don t forget to Save you changes Help Current Switch Hame Line Number ConsoleNET SS eee Select the System to Select the Trunk Type the new Name rename the Line to be Renamed and save the appropriate Lines changes Label ABC Lines Note Changes made to Line Names will take effect upon refreshing Console NET main window by pressing F5 on the Keyboard Server Messages Messages stored here can quickly be accessed for use in the Console NET message entry window Click on the Blue arrow in the upper left corner of the message entry window within the Console NET User Interface Some default messages are already present and can be deleted if required Page 29 Console NET Installation amp User Guide y Ron 242 BCM Local Office Gut of office ln a meeting ECM Local Office Connected Initializing a 4 Server t Configuration oo Directory Mumbers F Lines Add new_ _ Delete _ Save Customers Messages Global Options Notification Messages Help
11. a Norstar phone directly into the jack you intend to use for the CTA The display on the Norstar phone will briefly blink and may take up to a minute before the time and date appears on the Norstar display Mortel Telephone to KSU Console MET Server Hoss CTA 1001 nl _ _ AA A A gt gt IOV P fi rr Fr ser O ie MN Ii kf E a dal n l eo a A k IHA 14 JE a CTA 100 200 Serial Port Connection Diagram BCM LAN CTE Client Installation BCM Systems Only The BCM s Local Area Network Computer Telephony Engine LAN CTE Client provides the interface for Console NET server to communicate with the BCM s The client is downloadable from the BCM The LAN CTE Client should be installed on the same computer designated as the Console NET server LAN CTE clients are only able to communicate to the BCM s provided there is an available LAN CTE Desktop Client license installed on the respective BCM s NOTE e Asa precaution un install any existing Nortel Networks LAN CTE client from Add Remove Programs to ensure the latest version gets installed e All Versions of BCM may require a specific LAN CTE patch to be installed on the BCM prior to downloading and installing the LAN CTE client LAN CTE Patch installations are not documented or supported by ConverTec and should be performed by an Authorized Nortel Dealer Page 10 Chapter 6 Reports
12. a group click on the drop down arrow located on the right side of the Group Name field Date e By default current month is selected Click on the drop down arrow on the right side of the Date field to select from one of the pre defined date ranges Click in the Date From and to fields to manually enter a specific date range Selecting high date ranges may significantly increase the time it takes for a report to run depending on how many call records are in the database Page 46 Chapter 6 Reports Datel All dates Today Time Yesterday Since Monday This week Last week i Since the first of month Time an day gt f Last month This quarter Last quarter Since the first of year Last year Lunch Hour Afternoon Afterhours NOTE Valid date entry format is Year Month Day Generate Report e Click on this button to create the report based upon the defaults or user selected filtering criteria Some reports may take several minutes due to complex calculations through millions of data fields The report will open in a separate window providing viewing and printing options You may open as many reports as you like for viewing purposes but only the last report opened is able to change pages or re sort columns See Example Report Report Results In this report only the extension column is sortable Inbound Calls Duration amp Averages e Reports the total number of external inbound calls that an extension s pa
13. by default Hold Call Queuing Park Park Page Note Dial and Ris buttons cannot be removed from the user interface Page Settings e The Default Page button is configured based on a combination of both Page options and Speaker options and can be configured differently for each user For example if a user only pages the warehouse through the external paging port you can configure the Page button to be external page only Default settings will page all zones for internal telephone speakers Database Integration e This is a very powerful feature particularly for Business or Executive Centers Console NET comes with a built in Customer Contact database allowing you to display information pertaining to your customer prior to and or after answering a call Both Screen Pop and Call Preview features can be used independently or together to provide the Console NET Attendant the most informed and prepared call handling capabilities Page 36 Chapter 6 Reports E http localhost consolenet 0PCForm asp 71 631964082911338032 Microsol Mobile 5037085698 Email laprilStall hotmail com Ema Database screen pop with quick transfer phone links o Screen Pop when selected and after a call is answered a separate window will pop on top of Console NET displaying Customer details including the notes field Phone numbers from the customer database appear as links to provide single click external call transfers see Chapter 7 Using Console
14. call history ConverTec highly recommends that you copy the existing database VCMNet mdb located in the directory path C inetoub wwwroot consolenet prior to installing the new version NOTE Ensure you are logged into the PC as Local Machine Administrator and that the Nortel and Microsoft prerequisites have been confirmed After inserting the Console NET CDROM into the CD drive the CD will auto start If it does not browse to the CD drive and double click on Launch exe Choose Language for Demo Shield Installation Menu This is only for the initial menu language choice Choose Demonstration Language gt Select the language for this demonstration from the choices below States E nalish United Cancel Select an appropriate choice from the Main Menu Each button provides an explanation of the functionality o Multimedia Demonstration launches a demonstration video o Documentation opens the documentation folder from the installation path o Norstar Prerequisites offers the installation of CTA 100 driver and Norstar CTE required for Norstar Systems o Install Console NET begins the Console NET installation process o install Remote PBX Manager should be launched on a PC connected to a Norstar CTA 100 at a remote Norstar location Page 13 Console NET Installation amp User Guide ConsoleNET for Norstar and GCM Click here to download Acrobat reader Click on Install Console NET to begin the inst
15. new allows manual adding of other system s for Console NET to connect to Add new should only be used by experienced users ConverTec suggest that the PBX wizard is used for adding new systems e Delete will delete the current system selection along with all currently configured extensions within that system e Save must be selected in order to make any changes permanent with the exception of Delete Switch Type This is only displayed when adding a new server The choices available are Norstar or BCM BCM or a single local Norstar switch Type is automatically configured using the PBX Manager wizard When adding remote Norstar systems Norstar must be selected after clicking Add New Current Switch Name Lists systems already installed and allows entry of a new switch name when the Add new button is selected Clicking on the drop down arrow on the right side of the field allows selection of other installed systems in order to edit the respective system options TCP Address This is mandatory value and should not be changed without involving ConverTec support This is the IP address for PBX service that Console NET uses to communicate to the appropriate phone system For BCM installations all communication can take place through the Default address Remote Norstar installations require the IP address of the computer running at the remote site Port number This is mandatory value and should not be changed without involving ConverTec
16. numbers are deleted Page 43 Console NET Installation amp User Guide Chapter 6 Reports Reports NOTE e A Console NET user or Administrator must be logged in at all times in order for call data to be gathered and stored in a database which can be used to generate a number of reports The call data being tracked is not restricted to Console NET users all active devices on the Norstar or BCM system are monitored providing invaluable data for report generation e Due to the Database demand required to run reports it is not recommended to run reports while Console NET users are actively using the software Reports containing large amounts of data can take several minutes to complete To open reports click on Config from the main Console NET window and then select Reports from the menu choices onsole Configuration Server Directory Numbers Customers Global Options Select one of the four reports to run Inbound Calls Summary by Extensions Call Duration Calls by DID DNIS Inbound Calls The Inbound Calls report produces a report based upon all inbound external calls By default all calls will be reported for the current month Select from the optional filters for customer Name and or Number as well as specific date ranges Page 44 Chapter 6 Reports Select Report To search for incoming calls from a specific caller enter partial or full numbers and or names as presented fram Calling Line ID in the appropri
17. on Login Console NET Main GUI When the main GUI opens the System Name and following connections states may be displayed For Configuration purpose the connection state in not important o Connected Initializing Indicates the software is verifying what extensions active The software cannot be used in this state o Connected Ready Indicates that the identified System is ready for use o Not Connected Initializing Indicates the software is not communicating with PBX service for the indicated system See Appendix B Troubleshooting NOTE During installation the PBX Setup Wizard will ask questions to prepare Console NET for general use There is no need to enter Server Configuration at this time unless you wish to set advanced feature options or edit improper values Page 25 Console NET Installation amp User Guide Tnital Default Syste m Name f lis Displayed 2 Click on Config then Server Configuration to set Advanced options for the Default e Click onthe Config button to access the configuration window e Select Server then Configuration Server Configuration A a De r 9900 iy Feature Code 991 wait Timeout fap assiston 599 Page 26 Chapter 6 Reports Note The following items highlighted in RED are pre configured by the PBX Manager wizard during the installation Remote Norstar installations require manual entry Add Delete Save e Add
18. reset sort criteria Generated on 24 Mar 2006 Date Time Caller Name Caller Number Answered By Duration ot 3 2006 1 41 15PM JONES JENNIFER 3094691201 Unanswered 00 00 08 Summary by Extension Calls By Extension Filters Applied Group Name Dougs group Date Range From 3 1 2006 To 3 24 2006 Sorted by Extension ascending Click column headings to reset sort criteria Generated on 24 Mar 2006 INBOUND OUTBOUND INTERCOM TOTALS Ext Calls Duration Avq Call Calls Duration Avg Call Calls Duration Calls Duration 221 g3 00 40 28 00 00 26 20 00 44 40 00 01 36 49 00 0918 121 01 25 08 Call Duration Call Duration Filters Applied Time Range From 12 00 004M To 11 59 59PM Date Range From 3 1 2006 To 3 24 2006 Direction All Sorted by Date and Time ascending Click column headings to reset sort criteria Generated on 24 Mar 2006 Date Time Direction Extension Caller Name Caller Number Duration 2006 03 23 1 41 15F hl Inbound Unanswered JONES JENNIFER 9054691201 00 00 08 Page 51 Console NET Installation amp User Guide DID DNIS Calls By DID 1200 Filters Applied Time Range From 12 00 004M To 11 59 59PM Date Range From 3 1 2006 To 3 24 2006 Sorted by Date and Time ascending Click column headings to reset sort criteria Generated on 24 Mar 2006 Date Time Ring Time Duration Caller Name Caller Number Answered By Report Toolbar Search for Data zoom or Shrink report Jennifer Jones if 1
19. that DN will be deleted after clicking on the Save button Full Name e This is anon editable field that allows you to select a user extension you wish to edit or configure Click on the drop down arrow located on the right side of the field and select the appropriate extension from the list First Name e This is a mandatory field when a new extension is created This field will automatically populate with the names as programmed on the telephones Last Name e Lastname or Initial can be stored here but is not required When a name is Stored in this field Console NET will display and sort the extension using the last name then first name order Note e If you want to display names by order of first name but you also want the last name or initial displayed enter the first and last name in the First Name field e Unlike the seven character limit of the telephone system Console NET allows up to 14 characters combining first amp last name including spaces Page 34 Chapter 6 Reports e Long names will use more space in the main window and may introduce a scroll bar For optimal display usage try to keep the total characters for First amp Last name to ten characters or less Company Name e Company name can be entered for the extension This field is not displayed or utilized by a Console NET user Extension e This is a mandatory field displaying the extension number of the system Voice Mail Box e This field is for the
20. the pre defined list Right click on the extension button you want to send a message to and click on Text Message The message will be sent immediately New messages will override any previous messages 227 Doug Ed screen fer Voice Mall ter voice Call Meg Notification Text Message To clear a message from the telephone e The user selects the Clear option on the phone soft key e Re send a message containing a spacebar entry only and the previous message will be cleared NOTE e Messages containing 15 characters or less will display a constant message Messages over 15 characters will scroll across the display from right to left e A text message sent to a user checking their voice mail will interrupt the session e Text messages sent to a telephone will override the display of any previous information on the telephone display Page 62 Chapter 8 Appendices Sticky Messages A Console NET user can attach a message to a call to assist in identifying calls that are placed on Hold or Parked For example if a caller has to be placed on Hold a message can be attached to the call which helps identify who the caller is waiting for The sticky note remains attached to the call until the all is terminated e While on a call type the appropriate message and click on the Yellow Envelope in the upper right corner of the message window The Sticky Message is now applied to the call and will show when the call is on Hold or Parked
21. to the First name field Select the Ext radio button e Click on the Monitor button Groups Groups of extensions that are defined in Configuration may be selected for viewing by using the Navigator For new installations a default group named Primary is created from all extensions that are named on the phone system To select a group e Click on the Navigator button e Choose whether you want the extensions sorted by name Default or by extension number e Use the Group pull down button to select the group you want to monitor e Click on Monitor Page 64 Chapter 8 Appendices T External Sort x First Name Last Name Company Full Name Group Everyone y _NEW Monitor C Ext Not Selected Everyone i Claudi Ferguson Phone 228 Company Front Lobby Phone 225 Company Gerry Manning Jeniffer Lopez Phone 223 Phone 230 Company Julie Redford Phone 227 Company Peter Berhing Phone 229 Company Navigator Group selection NOTE e There is a 2 4 second delay before the extensions are displayed after clicking on the Monitor button The last group you were viewing will automatically be presented upon subsequent logins e When exiting Console NET the last Group selected will be displayed the next time the Attendant logs in e Ifthe group was just created you must hit F5 on the keyboard before it will display Speed Dialing You can utilize Console NET s customer database to sp
22. 00 BusinessObjects Caller Number Answered By oa Any report Column that is underlined is clickable to reverse the sort order for the data contained in the column Exporting Options The data used to produce reports may be exported in various formats in order to create your own customized reports To export data after a report is produced select Export A window will open allowing you to select an export format for the report to be converted Possible export formats are as follows Crystal Reports Adobe Acrobat MS Word MS Excel 97 2000 Table Format MS Excel 97 2000 Data Only Format Rich Text Format Page 52 Chapter 6 Reports Export Options Please select an Export format from the list Formats Enter the page range thir ye stal Reports RPT E Al Acrobat Format POF MMS Word Wis Excel 97 2000 MS Excel 97 2000 Data Only From i To Rich Text Format C Pages Print Printing is a two step process The first print request brings up the page printing options After selecting OK the report is opened in Adobe PDF viewer for final printing e Choose the page printing options and then select OK e After the report prepares itself in a new window for printing click on the Print icon in the toolbar A Save a Copy Le Print A Email Pi Search AY ey a ES TE setect tet A el A 7 EIE E 118 Click here to print the report Inbound Calls Filters Applied Time Range From 12 00 00A
23. 8228 Published IP address The Published IP address is determined in the BCM 3 X configuration under Services heading IP Telephony This setting will indicate Lan1 or Lan2 You must then confirm what IP address is associated to that LAN port by selecting Resources and expanding the LAN tree If the Published IP address cannot be reached from the computer the LAN CTE client and Console NET is being installed on you must discuss changes with your Nortel Authorized Dealer to correct the problem Open Internet Explorer and browse to the BCM IP address https Xxx XXX XXX XXX Page 75 Console NET Installation amp User Guide Business Communications Manager Unified Manager oystem Administration amp Management Premetalled Client Access Home P Configure Click on Configure Copyright 2004 Nortel Metworks Corporation and N RTE L pee tte licersers All rights reserved NETWORKS User ID Password Click YES to any security warnings Enter the Username and Password provided by your authorized Nortel dealer 10 10 10 21 Global IP Setting Comprehensive Global IP Setting as stem j Published IP Address o Resources Services Blephony Services Page 76 Chapter 8 Appendices 10 10 10 21 I LAN Summary Additional IP Address Comprehensive Fee Sap FLAN Summary IPAddress 10 10 10 21 id CubN et Mask 255 255 2550 9 Physical Address o
24. Active extension Blue Message Notification set Yellow Do Not Disturb Active Call Window The left side of the screen displays three types of calls e Ringing Calls are displayed with a red background fill e Parked calls are displayed with a blue background fill e Holding calls are displayed with a yellow background fill Personal Call Window The top middle window displays up to two calls that you may be involved in independently or as a conference call Message Window Messages can be typed in this field for three types of messaging functions e Attach to a Sticky message to a call to help identify calls placed on hold or parked for future reference e Posta message notification on an extension to identify the status of an employee Page 56 Chapter 8 Appendices e Senda Text Message to a telephone set Extension Display Window This window may also be referred to as the Busy Lamp field BLF e Displays all system extensions or a defined group to show statuses such as on the phone Ringing Do Not Disturb and notification messages e Offers single click to transfer calls to an extension e Offers secondary right click functions on extensions Control Buttons e Standard call control functions such as Answer Hold Park Page and Release are displayed for easy selection e System function buttons offer choices for accessing Administrative programming Group selection and external dialing navigation System User stat
25. Add to add a language e Select Move Up to move the preferred language to the top of the list Page 71 Console NET Installation amp User Guide Chapter 8 Appendices Appendix A License Confirmation for BCM 3 x for BCM 50 Click Here The following information is provided as a courtesy for dealers that require assistance in determining if the BCM is properly configured to meet the requirements of Console NET software From a PC open a browser window and enter the address of the BCM BCM 3 6 or 3 7 https lt BCM IP address gt Click Go The Unified Manager web page trying to open may prompt you to accept some security warnings Select OK When the page opens click on Configure a ee Address 2 httpsy 110 10 10 21 ARRE Eno Business Communications Manager Unified Manager System Adminstration amp Management Configure Premstalled Client Access Homme Page Wizards 25 n Setup and Management Wizards Install Clients d Hl Download Desktop Applcations CallPilot Ei CalPitot Manager Documentation Documentation dz Product Gyvennew Backup Restore Utility Maintenance Product Maintenance and Support Login into the BCM Unified Manager by entering your username and password This information is restricted to Nortel Authorized dealers and May not be provided to Customers directly Page 72 Chapter 8 Appendices E https 10 10 10 21 Business Communications Manager Unified Manag
26. Begin entering the Contacts name and the Navigator will begin drilling down and displaying the closest match to what you have typed The Navigator will display all phone numbers related to the Contact You can enhance the search by combining the Contacts name with Company see below Click on the phone number you want to dial The Contact will be called and their name and number will be displayed in the Personal Call window To clear an entry click on NEW To close the Navigator window click on the in the top right corner M External Sort ES First Mame mik Last Mame Company i Full Hame Group E Mot Selected gt REWO Monitor Mike Pratt WorkPhone 905 639 5122 HomePhone 416 77 7 2332 hMobilePhone 905 208 8767 Contact Speed Dialing using First Name By Contact Name and Company Page 66 Click on the Navigator button The Navigator screen will open Select Ext and click in either the First Name or Last Name field Begin entering the Contacts name and the Navigator will begin drilling down and displaying the closest match to what you have typed In the company field begin entering the Company name The Navigator will display all matching Contacts related to that Company Chapter 8 Appendices e Click on the phone number you want to dial The Contact will be called and their name and number will be displayed in the Personal Call window e o clear an entry click on NEW e Toclose the Navigator windo
27. CM system you wish to add Close the window and proceed to Login to Console NET when finished Add New LAN CTE Client for BCM 50 Found Page 20 lx Switch IP Address Primary Voice Mail Extens BCM 3 6 10 10 10 20 242 225 228 Set Log On NOTE If you wish to add additional Norstar Systems you must perform two procedures Install a Remote PBX Manager Service at the remote system PC connected to the CTA100 Manually add a Norstar switch in Console NET configuration utility Chapter 6 Reports Console NET Licensing Upon installation Console NET requires a valid license be installed in order to operate In order to bring up the licensing Window you must double click on the Console NET shortcut on the desktop lf you are a ConverTec authorized Distributor or Dealer activating a permanent License you should have received a Product Licensing Guide PLG detailing instructions on obtaining and activating a permanent license For immediate use when a permanent license is not available a 30 day Trial License may be obtained from the ConverTec web site by clicking on the Trial License link and following the instructions provided Permanent Licenses may only be purchased and obtained by an authorized ConverTec Distributor or Dealer If you are an end user and wish to purchase a new license or upgrade an existing license click on the Email Request to Distributor link and state your request F
28. Camp On e While on a call right click on the extension button and select Camp on The extension that the call is Camped to will hear intermittent audio beeps coming from the Nortel phone and the phone display will briefly display the Camped Call Call Waiting via Camp On e Call Waiting is an exclusive feature found only in Console NET It is similar to the Camp on feature however functionality has been added to allow for the recipient to interact with the call that is waiting for them e To activate Call Waiting a message must be present in the Console NET message field when the Camp On option is selected from the right click options The message will scroll across the display of the recipient s telephone and a beep is sounded through the speaker The following options are available to the recipient using soft keys on a two line display phone or using digits on a single line display phone o Answr Will retrieve the call waiting and place any current call on hold There must be at least two intercom keys available If the telephone has only one intercom available the set will display Need 1 intercom and the answer will not take place In This case the current call must be parked or disconnected to get the call waiting o VMail Sends the Call Waiting directly to the recipients Voice Mailbox if activated o Join This option is only available if there is an active call at the telephone that the call is waiting Join will conference th
29. Console NET For the Business Communications Manager BCM amp Norstar Installation amp User Guide Version 3 0 0 RY s gt e RANIA wy ConverRTec Inc By ConverTec Inc www convertecinc com z NERTEL X2 Console NET is a Nortel Compatible Product Console NET underwent testing in Nortel Networks laboratory ensuring integration to the Business Communications Compatible Product Manager BCM and Norstar phone systems Page 1 Console NET Installation amp User Guide Table of Contents Chapter T Mroduciom annona a li mba vals 4 ITEP O CUCU ORM o A A E E N a ane eacean ta ace 4 Minimum Reduiremenis consi 6 Chapter 2 Nortel PrerequisitoS sr alain 9 Norstar ETA MAS tala NoN a iS Meataanecem sacs endo uce Mai eeebaataie ecco E 9 BGM LAN CG PEGI rir InStallatl On ei eee Socs hone ee Seco A ane ee OO 10 Chapter MICrOSOItPrenequi Site Sica aaa aan 12 Microsott Protequisites tad dianas dadas cds 12 Ghaplera Instala aunar dada cde dkiviamceb apddd 13 OO A aduarrasceasau Nias Genranireb ceria ca feamens i ondne ds E E 13 Norstar DIN DISCO Maia oia oa 16 BONIAStalatOn Wizard esos osos IT i IO ION 17 A A aa saa crea eee essences Ea E E A A e A a 21 Chapler S Conigirat osa lied 24 permer COMMNOUPAUOM ecann a wee ns tee ds EE A tee le 24 Console NE FMAM Olarra il 25 A A eee ET EE ee ee ee ee eee E ee ere 28 A eR ee ae ee ee 29 Server Notification MESSI ii tadeushislonaiatanuieuatotducamemians 31 Directory Number
30. Control Call Duration Company Contacts Console NET Licensing Console NET Login Console NET Main GUI Customers Contacts D Directory Number Configuration Directory Number extension Sorting E Extension Directed Features Extension Layout Settings External Call Transfer G Global Options GUI Graphical User Interface l Inbound Calls Independent Contact Introduction L Language Selection License Confirmation for BCM 3 x License Confirmation for BCM 50 57 47 38 19 55 24 38 31 69 60 67 67 40 55 43 39 71 73 19 M Microsoft Prerequisites Minimum Requirements N Navigator Norstar CTA Compatibility Chart Norstar CTA Installation Norstar DN Discovery P Published IP address R Report Toolbar Reports S Sample Reports Server Configuration Server Lines Server Messages Server Notification Messages Speed Dialing Summary By Extensions System T Troubleshooting U Upgrading URL Using Console NET Messaging W Warranty Software Support 64 79 14 76 51 43 50 23 27 28 30 65 44 70 78 11 70 62 80 Page 81
31. M To 11 59 59PM Date Range From 1 1 2000 To 3 22 2006 Review amp Comment A sion k Bookmarks gt Y Signatures E Sorted by Date and Time ascending Click column headings to reset sort criteria Generated on 22 Mar 2006 Date Time Caller Name Caller Number Answered By Duration Page controls lt First Page lt Previous Page lt Next Page gt Last Page Page 53 Console NET Installation amp User Guide Go To Page e Enter a specific page and click on the goto page icon located on the right side of the page entry field Data Search Field e Enter a number or value that you are looking for in the report and click on the binoculars to find it Searches are only able to work forward through a report so in order to search the whole report click on the First Page selection icon before attempting the search Page 54 Chapter 7 Using Console NET Console NET Login From the Console NET web server PC double click on the Console NET desktop shortcut ConsoleNET From a networked PC client open Internet Explorer and enter the following in the address bar http lt computer name gt consolenet where computer name is the name of the Console NET web server or e http lt ipaddress gt consolenet where ipaddress is the ip address of the Console NET web server e Te ee ConwerTec inc Extension 2227 Password sees License Upgrade Console NET login screen
32. NET for more information on how to transfer a call to an external number Note The popup window does not close automatically If popup is selected a new popup window will open each time a call is picked up whether from the initial ring or from a hold or park state Each window must be closed manually Inbound ringing call with Call Preview enabled Page 37 Console NET Installation amp User Guide 3 Console NET Hicrosoft internet Explorer CoS o A NO LE ESA OE E AER Nate RE NN cam iid A A A o E RARO UNA POP A RR AAA AAA AAA AAA AAA A y O wiu non nin ncm wia mom mia m0000 o Call Preview when enabled prior to a call being answered caller information is displayed including the Customer Company name Contact company phone numbers and the first 80 characters of the notes field For example in a Business Center environment you could have the company the caller is calling along with a script of how to greet the caller For general business Call Preview can assist an Attendant by displaying the Customer Company name along with the sales rep s they usually deal with NOTE Any changes made to a logged in user will not take affect until they exit and log back in or after refreshing Console NET by pressing F5 from the keyboard Pop up Method e Pop up method is used in conjunction with Call Preview and Database Screen pop s The specific call information used to perform a search are o By Calling Number this me
33. Operator Page options a C Administrator Page All C Page Zone 1 Global Options If Multiple systems are connected select the appropraite one for the extensions you are Don t forget to Save pe Page settings i eS ConsoleNET EJ Disable Access T_ Click on the drop down Full Name Joni ext 221 do display all the First Name Joni extensions Select the Analog C Page Zonet one you wish to A z e C Page Zone 3 configure or edit Estension pa C Page Zone 4 Security sop Voice Mail Box 221 I Hide Dialing Number C Page Zoned a Hide Incoming Number e Email Page Zone 6 T Hide Target Line Name Speaker options Lines to monitor C ecm 37 Line 4 Line Enter a password if this 7 BCM 97 Line 10 extension will be a T BCM 37 Line 100 Console Net user T BCM 37 Line 101 Hint Password is usually T BCM 37 Line 102 same as the extension T BoM 37 Line 103 T Bcm 37 Line 104 I BCM 37 Line 105 Line Pools G Internal Spk M Hold M call Quering M Pak Iv Page O External Spk O Both Spks MV Pa uPage 1 by Calling Number DataBase Integration C by DNIS Cc O Screen Pop by DID Preview Cc by Line Number Disable Access e To disable the particular DN from being able to log into Console NET check this box Note By default any extension DN with a blank password will automatically be disabled from logging in By selecting Disable Access the password for
34. Park button The call will move from the Personal Call window to the Active Call window The call will change to blue and the Park location will be displayed You can add a sticky message to help identify who the caller is Parked for See Sticky Messages for more details Parked calls follow the phone system programming rules for ringing back to the person who initiated the parked call Park amp Page Page To reduce the number of steps required to Park a call and then Page the Park amp Page feature will facilitate both features with one click Once activated the call will move to the Active Call window and appear blue in colour with the Parked location displayed The Paging system is activated automatically and Page is displayed in the Personal Call window Click on Als to terminate the Page Click on the Page button to activate the paging system By Default this button is configured to page all telephones in all zones The Page Configuration can be customized in Directory Numbers Configuration section Page will be displayed in the Personal Call window If Page is selected while on a call the call will automatically be placed on hold and Paging will start Multiple Page buttons i e Page Zone 1 Page Speaker may be added to the button bar via the Directory Number configuration For example if you page separately using an external amplifier to a warehouse as well as to zone 1 of the Nortel telephones you may want to add one page b
35. Tools e Confirm the Internet Services Manager Windows 2000 or the Internet Information Services Windows XP icon is present e If it is not present continue Installing IIS see below e lf itis present close the window and continue with the Console NET installation Installing Microsoft IIS Go to Control Panel Add Remove Programs Select Add Remove Windows Components Select Internet Information Services IIS Check the box and follow the installation prompts Your original Microsoft Windows CD ROM will be required NOTE For Windows 2003 server installations be sure to select the option in IIS to install ASPNET client Framework 2 0 Warning Console NET version 3 0 installs Microsoft Framework 2 0 and must configure the IIS website to utilize this version If the computer has other web applications using Microsoft framework 1 1 they may stop functioning To resolve such issues IIS allows you to select the affected website properties and change the ASP Net usage from 2 0 back to 1 1 Please contact you computer administrator if you are unsure about any other website conflict Page 12 Chapter 6 Reports Chapter 4 Installation Upgrading Upgrading Console NET from versions below 3 0 will require a new license Customers that subscribe to the Assurance Plan AP are entitled to a no cost upgrade Console NET version 3 0 0 will uninstall previous version 2 2 0 and preserve the database containing all user information and
36. Wait Timeout Determines the time it takes for calls sent to an extension as Call Waiting to ring back to the attendant if unanswered The Default timeout is 30 seconds and can be changed to any time increments of 10 seconds Assist DN Is an extension dedicated to the use of Console NET for advanced features such as Remote Voice Mail Transfer and Call Waiting Run in Debug Mode Should only be selected under the supervision of ConverTec support personnel for diagnostic reasons This option will reduce Console NET performance and cause the Database to increase in size very quickly Note All changes require a computer reboot to take affect Server Lines Console NET allows line numbers to be named in order to assist in identifying particular types of calls that are associated to a specific line Console NET will display the name you assigned to the specified line when a call rings at the users telephone NOTE e Name changes do not affect the telephone system programming Telephones themselves will not display changes made here Page 28 Chapter 6 Reports e If using Digital lines these names can only be associated to the PRI or T1 channels not the target lines Select Server Lines from the Configuration Window menu bar Current Switch Name When more than one system is configured you can select the drop down arrow on the right side of the field to select the appropriate system that you wish to rename the lines on
37. XP Prof SP1 SP2 2003 Server _ Internet Information Services IIS latest version requires original Windows Operating System CD ROM BCM Only BCM LAN CTE Client able to communicate to Published IP address of one or more BCM s Norstar only CTA 100 Computer Telephony Adapter required per Norstar system and serial port Console NET Client User PC Hardware Software Requirements Pentium 4 2 8 GHz CPU or better 256 MB RAM _ Any Operating System running Internet Explorer 6 or higher _ Display set to1024 x 768 Resolution or higher 16 bit high color minimum required _ 64 Meg Accelerated Graphics Port AGP or on board video card or better _ Network Card with TCP IP Protocol Connectivity to the Console NET Web Server via LAN or Wan Note Although it is possible to use a Console NET client on the Console NET Web Server computer it is not recommended for e multiple BCM Norstar configurations e users with call volume over 40 calls per hour e more than 40 extensions including networked systems Remote PBX Server Required for multiple Norstar site installations only Pentium 4 1 2 GHz CPU or better 128 MB RAM _ Windows Operating system ENGLISH ONLY 2000 Server Prof SP4 2000 Advanced Server XP Prof SVGA _ Network Card with TCP IP Protocol Connectivity to the Console NET Web Server via LAN WAN or Internet One Serial port for CTA100 Norstar Install Only
38. abase integration Adding a new Contact Independent of a Company Click on Config Click on Customers Companies Contacts From the Contact page Click on Add new Enter the contacts information ensuring to complete the two mandatory fields First Name and Last Name e Click on Save to store the new contact Note e All phone fields except Fax will display as speed dial links in Navigator when searching for a contact e Independent Contacts cannot be associated to a company afterwards Edit Delete a Contact From the Console NET interface click on Config then go to Customers Contact e To Edit a Contact Click on the pull down button located on the right side of the Contact Name filed to select the Contact Make the necessary changes and click on the Save button e To Delete a Contact Click on the pull down button located on the right side of the Contact Name filed to select the Contact Click on the Delete button to delete the contact e Close the Configuration window to return to Console NET Page 40 Chapter 6 Reports Contact Name This field is used to display and or select an existing Contact for editing or deletion First Last Name These are mandatory fields containing the Contacts first and last name These fields are displayed in Navigator when viewing external Contacts Phone Number Fields Except for the Fax Field the numbers entered here are displayed for quick dialing while viewing external Contacts withi
39. allation process NOTE The language displayed during the Console NET installation is determined by the Computer Operating System language Language selection for using Console NET is determined by the user s computer Browser Language settings See Language Selection Additional Installation Components The Installation package will automatically check for required components and offer End User Licensing Agreements EULA if they need installed Please accept installation of the following components if prompted e Microsoft Framework NET 2 0 e Crystal Reports for NET Framework 2 0 e Microsoft Data Access Component MDAC After accepting the License Agreement s the components will begin installation If a reboot is required after a component installation you will be prompted When logging back into the computer remember to login as the Local Computer Administrator Page 14 Chapter 6 Reports ES Console Net Version 3 0 0 Setup For the following components SX Microsoft Data Access Components 2 8 SP1 Setup End User License Agreement or NET Framework 2 0 Please read the following license agreement Press the PAGE DOWN key to see the rest of the agreement You must accept this agreement to install this software MICROSOFT CORPORATION END USER LICENSE AGREEMENT ES ConsoleNet Version 3 0 0 Setup For the following components q ___ A IMPORTANT READ CAREFULLY This End User License NET Framework 2
40. ase refer to Product Licensing Guide or Installation support web page at _ HYPERLINK http www convertecinc com downloads_documents asp NOTE Before attempting to Login verify the following o Be sure any Internet Popup Blockers are disabled o Open Internet Explorer select Tools Internet Options Advanced and remove the checkbox Reuse Windows for Launching shortcuts under the browsing category o Internet Explorer must be version 6 0 or higher How to Login Click on the Console NET login shortcut located on the desktop of the computer that Console NET was installed on Login can also be performed from any computer that can connect to the PC that Console NET was installed on o From the Console NET web server PC double click on the Console NET desktop shortcut to open up the login page FA ne ne ConsoleNET o Or from another PC on the LAN open Internet Explorer and enter the following in the address bar o http lt computer name gt consolenet where computer name is the name ofthe Console NET web server or o http lt ipaddress gt consolenet where ipaddress is the IP address of the Console NET web server Page 24 Chapter 6 Reports at 2 e ConwerTec Inc Extension O Password 12345 License Upgrade Console NET login screen e Ifthe above screen is not displayed click here for licensing instructions e Enter the Administrator extension 0 and the default password 12345 and click
41. ate field s Select Report F Select Criteria E inbound cars 2 Calls By Extensions General Customer Number Customer Hame From iA 2000 To E 32006 Start 12 00 00 AM Finish 1 1 59 59 Pil Fa Inbound calls only All dates o Call Duration Time All day Calls by DID DNIS Select a pre defi ned Date or Time to narrow the report results Click on the arrow at the right side of the field to Generate Report display the options After selecting any filter criteria click on Generate Report Select Criteria filter Customer Number The Customer Number is based upon the number sent by the Telco in Caller ID Enter a specific telephone number or a partial match that you are looking for from an inbound call If a partial number is entered such as an area code all numbers from that area code will be displayed in the report based upon the Time amp Date criteria selected below Customer Name The Customer Name is based upon the name sent by the Telco in Caller ID Enter a specific customer name or a partial match that you are looking for from an inbound call If a partial number is entered such as an area code all numbers from that area code will be displayed in the report based upon the Time amp Date criteria selected below NOTE e The above name and number searches are based upon the information being presented from your TELCO vendor In most cases call dis
42. ated below Please consult your Nortel Authorized Dealer for the password After installing Element Manager launch it to open the login screen After Logging in Select the Configuration tab Expand the System Folder Click on the Keycodes button The number of available Client licenses will be displayed in the Data column beside the name LANCTE Seat Under the same Configuration tab click on the Applications folder Page 74 Chapter 8 Appendices Click on the LAN CTE button and the number of active LANCTE desktops is displayed There must be at least one available LANCTE seat license for the LAN CTE client to connect to Nortel BCM50 Element Manager Network Elements 10 10 10 22 File View Network Session Tools Help y connect o Mes Folder X Delete Elena gato o Panel I Address 10101022 y Metwrork Elements User ID j S 0101022 E Password arasenaae ee et et et E Fey Metwork Elements Configuration Administration Status Plarne de Data a oLE LAN CTE Try Buy we sie ACTIVE LANCTE Sest i DLE MCDN o kaf PLE MCDN Try Buy o E Ay Network Elements Ariministratinin Configuration System Administrator A Resources 110 10 10 70 MoDHs 110101054 MoNS 2005 12 28 01 55 49 2005 1 2 2 Al NOTE If there is in sufficient Permanent or Try n Buy LAN CTE license registered contact your Nortel Vendor or call ConverTec Sales at 1 877 937
43. ce mail DN s must also be monitored Norstar systems are unable to send a list of active extensions to Console NET so they must be added manually To assist with installation of Norstar enter the known lowest and highest extension numbers for automatic discovery of active extensions Discovery is only required during initial installation or if many extensions have changed numbers or been added Discovery takes about 1 minute for every 20 extensions searched lf there is a wide difference between extension ranges you can enter many ranges or individual extensions to reduce the time involved in discovery When discovery is complete PBX Manager will automatically determine what extensions are active in the range or individual entries and enter them in the database Directory number range entry e Enter the range lowest number in the From column and the highest number in the To column e Continue adding ranges or individual extensions if required e Click on Apply to Service button to complete Page 16 Chapter 6 Reports Morstar Directory Numbers Directory Numbers A anges F E 2550 200 2799 i Y Apply to the Service Close e When Please Wait ends close the PBX Server Management Utility window and proceed to Login to Console NET This wait period may take several minutes based on your range entry Please do not attempt to Login to Console NET until the Please Wait window closes Initializing Conso
44. d Contacts enter any required area codes and long distance abbreviations in order for the number to be dialed correctly using the Navigator Speed Dial Company Contacts Adding a Company Related Contact Click on Config Click on Customers Companies Add or select the Company you wish to relate the Contact to Click on the Contacts link from the Company window Page 39 Console NET Installation amp User Guide Companies Addnew Delete Save Click on the Contacts link to open the new contact entry page Select the appropriate company for the new contact to be created under by clicking on the drop down arrow Company Name ABC Disposal Services Contact First Name Winny DID DNIS Contact Last Name Sopranno Line Number lt Not Selected gt gt Title Manager Custom field Department New Business Custom field Emaillysopranno disposalservices com Custom field Email2 hitman disposalservices com Address Appendage St Web Page Address www convertecinc com City New York Home Phone 555 1212 State Province LI Mobile Phone 515 555 0007 Postal Zip Code 67583 County USA Business Phones 1555 1200 905 469 1201 Notes Vinny does not take any calls between 2 4 pm Fax Numberl555 1220 Independent Contact Independent Contacts are primarily used for speed dialing Independent Contacts are not associated to a Company and are not used in conjunction with Call Preview or Screen Pop dat
45. d at telephones will be out of order Add Delete Save e Clicking on Add new displays the Adding new message screen allowing you to enter a storage location code and type a new message Duplicate storage codes are not permitted Before adding a new code select the message drop down list to see what the next available code is e Clicking on Delete will delete the current message displayed in the message field e Click on Save to store a new message created from the Add new button Page 31 Console NET Installation amp User Guide Server gt Configuration Add new Click on Add new to start a new V message entry Delete Save Directory Numbers Pb Lines Customers gt Messages Global Options Notification Messages Click on the Drop down to see a list of current messages and codes Enter the next available storage code for the new message Message 1 Do Not Disturb fi Do Not Disturb Message e This field displays the first message if present Clicking on the drop down arrow located in the right corner of the field allows you to view all messages sorted by storage location number and allow selection of a particular message for editing After selecting a message the storage location is displayed While a message is displayed you can edit and save the message if required hessage 1 Do Not Disturb 1 Do Not Disturb On Break Urgent calls only send t
46. e Call Waiting to the current active call For Norstar systems the Join is available for all calls waiting but will only work if a call is active NOTE If no options are selected at the recipients telephone the Call waiting will ttmeout and return to the Console NET attendant The call Ringback will identify the ringing call with the Ringback Message as entered in Global Page 61 Console NET Installation amp User Guide Options Configuration By default the Ringback would look as follows Call waiting Unanswered Ron 242 Using Console NET Messaging Console NET provides three messaging schemes to enhance communication within an office All messages are initiated through the Messaging Window in Console NET The Message Configuration allows a Console NET Administrator to predefine messages so that they may be quickly accessed The three types of messaging are Click on arrow to open Click yellow pre defined EEE 1 envelope to apply Sticky Message to Personal Call Text Messaging Text Messaging allows the Attendant to send a scrolling message to the display of a phone This type of messaging is particularly useful if the receiver of the message is on a Call since the phone audibly beeps as the message is displayed Messages will automatically time out after a period of 5 minutes e o senda Text Message click into the Text Messaging window and either type your own message or use the pull down list to select one from
47. e Confirm you have at least one LAN CTE License before continuing See Appendix A e Confirm you can Ping the BCM from the computer you are installing Console NET and LANCTE on See Published IP address in Appendix A Multiple BCM Installation Note One LAN CTE client is capable of communicating to several BCM s providing the Client used is compatible with all BCM versions and network communication is established If you are connecting Console NET to multiple BCM s install the client from highest BCM version Page 11 Console NET Installation amp User Guide Chapter 3 Microsoft Prerequisites Microsoft Prerequisites Initial Installation for windows components should be performed logged in as Computer Administrator Console NET cannot be installed without first installing Microsoft Internet Information Services or Internet Services Manager otherwise know as IIS NOTE Microsoft IIS is included on the Windows 2000 Prof or Windows XP Prof CD ROM that came with the PC Administrative Tools File Edit View Favorites Tools Help Q pack z S P Search gt Folders Es Mi id X Address gg Administrative Tools a gt SR ss oo Component Computer Data Sources Event Viewer Intermet Local Security Performance Server Services Services Management ODBC Information Policy Extensions Services Windows Internet Information Services Windows XP To confirm if IIS is installed go to e Control Panel Administrative
48. e added to inform the Attendant of information such as caller ID name and number DNIS DID target line name line used call duration plus much more Color is used extensively to allow the Attendant to quickly identify both line and extension status Calls on Hold Ringing and Parked calls are all quick and easy to distinguish between Extension buttons also change color depending upon their condition including Idle Active Do Not Disturb Ringing and Message Notification and Out Of Service phones are all easily identifiable Access to Console NET is via a web browser such as Microsoft s Internet Explorer Developed with Microsoft NET Console NET utilizes leading edge technologies such as Web Services XML HTML and SOAP Benefits of these new technologies are Browser Access no installation is required on the Client PC LAN or Web access Multi language Extension status of remote networked Norstar or BCM systems Standards based Quick and simple installation Console NET provides a number of advanced features including Text Messaging allows the Attendant to send a text message to the display of a Nortel telephone to notify a busy employee of a call Sticky Notes is a feature that allows the Attendant to attach a new or pre defined message to a call This assists an Attendant when having to go back to a caller who has been Parked or placed on Hold Message Notification allows the Attendant to add a note to an ext
49. ed to Chapter 5 Configuration o confirm your license information from the Console NET interface click on the License Information icon License information icon Ti i License information icon button Console a EJ VERSION 3 0 0 0 NUMBER OF SEATS EXPIRES Console NET License Information Information provided is e Licensed User Name of Company or User that Console NET is registered to e Version Version of Console NET e Number of Seats The maximum number of Concurrent users that can Log into Console NET Page 22 Chapter 6 Reports Number of PBX Servers The maximum number of BCM or Norstar systems that can be monitored by the Console NET Web Server Phone Messaging Whether the optional Telephone Messaging is activated Expires Displays when a trial license expires otherwise displays Never if a permanent license is activated Page 23 Console NET Installation amp User Guide Chapter 5 Configuration Server Configuration NOTE Configuration changes applied here do not affect your telephone system programming in any way Most Configuration setting required to start using Console NET are configured during the installation by PBX Installation Wizard Advanced settings can be performed from within Console NET Configuration Login may be performed from any computer on the network using Internet Explorer 6 0 or higher Login cannot be performed until a license has been activated Ple
50. eed dial from Utilizing the Navigator you can search for a particular Company or Contact and then dial that Company or Contact by clicking on it Navigator will display the Business Phones field for Companies and all phone fields for related Contacts Company Speed Dialing e Click on the Navigator button e The Navigator screen will open Select Ext and click in the Company field e Begin entering the company s name and the Navigator will begin drilling down and displaying the closest match to what you have typed The Navigator will display all phone numbers in the Business Phones field from a Company record e Once the customer you want to call is displayed click on the phone number link Your customer will be called and their name and number will be displayed in the Personal Call window e To clear an entry click on NEW e Toclose the Navigator window click on the Ed in the top right corner Page 65 Console NET Installation amp User Guide E IY External si First Mame Last Mame Company fed y Full Mame Group E Mot Selected NEW 7 Monitor Ed Federal Express Federal Express Phone FOF 3530914 Phone 707353094 3 Federal Express Phone fOr s53091 2 Console NET Navigator with Company speed dial Contact Speed Dialing By 0 Contact Name Click on the Navigator button The Navigator screen will open Select Ext and click in either the First Name or Last Name field
51. ension viewed on the screen for quick information regarding the specific person For example a Notification message could read sick today Telephone Messaging allows any telephone set to select a message that will be displayed to Console NET users and other telephones within the office Page 4 Chapter 1 Introduction Call Waiting allows the attendant to send a call waiting to the desired extension along with a text message to notify the recipient of details about the call The recipient can choose from three possible options o Take the call o Send to Voice Mail o Join as a Conference From anywhere you have LAN or Web access you have access to your Norstar or BCM phone system If you are using a Nortel Networks BCM add an IP telephone and begin answering and directing calls remotely Owners and Managers of an organization may login from home or half way around the world to monitor call activity along with viewing Console NET call reports Page 5 Console NET Installation amp User Guide Minimum Requirements Console NET Dedicated Web Server PC Hardware Software Requirements _ Pentium 4 2 5 GHz CPU or better Single Processor 512 MB RAM 1 GB Free Hard Drive space Display set to 1024 x 768 Resolution or higher 16 bit high color minimum required _ CD ROM Drive preferred method to install application _ Windows Operating system ENGLISH ONLY 2000 Server Prof SP4 2000 Advanced Server
52. er Microsoft Internet Explorer Login PARF 2004 NORTE L Nortel Networks Corporation and ite licensers All rights reserved NETWORKS User ID Supervisor Password El Applet MSPManagementdli started a a si a fen Internet i NOTE ConverTec recommends that you consult your telephone equipment vendor for authorized access to BCM Unified Manager Improper operation or changes in BCM Configuration can cause serious consequences to your Telephone System Operation Page 73 Console NET Installation amp User Guide Group View Help Comprehenstve o System E Be sure there is at 98 Resources E least one more CIO E permanent or Try n o Telephony Services E Buy License than i gt sees E there are Active ee LAN CIE esktops e Multimedia Call Center o IVR o IP Music DHCP ONS o gt IP Routing o gt SNMP e Cos Monitor o Web Cache gt Net Link Mgr o Alarm Service o gt NAT e VPN e Policy Management e NTP Client Settings gt UPS o Telnet EERE E o Neta ld E i ji aA i BCM 3 xConfiguration Window Double click on the Services to expand the tree Click on LAN CTE Configuration heading Click on the Licensing Information tab Confirm there is a minimum of one LAN CTE desktop license O O O O License Confirmation for BCM 50 Element Manager must be downloaded and installed first in order to login to the Configuration area as illustr
53. ication for the appropriate extension in Console NET In addition the message is also displayed for any telephone on the same system calling the set with the active Page 63 Console NET Installation amp User Guide message The Feature code is assigned in Console NET Server Configuration The messages are set in Config Server Message Notifications NOTE Programming the feature code to a telephone button beside an LCD display offers a convenient and quick method to enable and disable messages The associated LCD indicator will blink as a reminder that a message is active While active pressing the feature button will display the current message and allow cancellation or changing of the message Since only one message can be displayed at a time for an extension in Console NET new messages will override previous messages For example If a Console user has a message applied to a particular extension indicating they are on lunch and the person at that telephone applies a new Telephone message the new message will replace the one that the Console user had set Navigator The Navigator button located in the upper right side of the main Console NET window is a multi purpose tool that assists the Attendant to Select DN extension Groups to view Speed Dialing Internal or External by Company and Contact External Call Transferring DN extension sorting To View all Extensions e Click on the Navigator button The cursor will default
54. ick on the held call Intercom e Click on the extension button you want to call in the Extension view window If you already have a call in progress in your personal call window you must first place that call on hold before attempting to click on the extension button otherwise you will transfer the existing call Dialing Dialing from Console NET can be performed three different ways e Personal Call Window Dialing o Click in the Personal Call window Enter the number to dial and click on __ the Dial button 6005552323 e Console NET Dialer Page 59 Console NET Installation amp User Guide 4 a dialer icon E fa gt Redford 227 Local Office p enama o Click on the dialer icon e Console NET dialer keypad o Use your keyboard to enter a number or click on the digits you want to dial o Click on the Dial link to dial the number The number will be displayed in the Personal Call window NOTE The system prefix is not applied to numbers dialed from the Personal Call Window or the Dialer You must place any prefix digits in front of the number to be dialed Extension Directed Features There are six features that are activated by right clicking on an extension button and selecting the desired feature These features are directed to the extension you right click on The extension and name appear in the header for confirmation Screen Xfer e Screen Transfer allows the Attendant to talk to the intended party prior t
55. ike for viewing purposes but only the last report opened is able to change pages or re sort columns See Example Report below Report Results All result columns are able to be sorted ascending or descending unless otherwise indicated Date e Displays the date of the call based on the server regional date format Time e Indicates the time that a call begins This column cannot be sorted Direction e Indicates whether the call is Inbound Outbound or an Internal Intercom Extension e Displays the extension that was involved in answering or placing the call being reported Answered By e This column is only displayed when Inbound filter criteria is selected and will indicate the extension that initially answered the call Number Dialed e Displays up to 13 digits of an outbound number dialed by a particular extension Caller Name e When presented via Calling Line Identification subscription service will indicate the name of the caller for incoming calls Caller Number e When presented via Calling Line Identification subscription service will indicate the number of the caller for incoming calls Page 50 Chapter 6 Reports Duration Displays the duration from beginning to end for Inbound Outbound and Intercom Calls Sample Reports Inbound Calls NDOUNCG Calls Filters Applied Time Range From 12 00 004M To 11 59 59PM Date Range From 3 1 2006 To 3 24 2006 Sorted by Date and Time ascending Click column headings to
56. in the active call window A Parked Call with a Sticky Message Sales Inquiry attached Message Notification Message Notification allows a Console NET Attendant to add a message on the extension button of a particular user Along with a message the colour of the extension button changes to light blue helping to quickly identify an extension with a notification message set T Do zar boug IS Voice Call Call Camp On his sg Motification j Text Message 240 Bob Mote Out back on Wednesday To set a Notification message for a particular extension click into the Text Messaging field and either type your own message or use the pull down list to select one from the list e Right click on the extension button you want to set a message for e Click on Msg Notification e f Details is enabled the message will appear on the extension button and the button will turn light blue If Details is not enabled hover your mouse over a blue extension button to see the Notification message NOTE Messages applied by the Console NET user will be retained on subsequent logins Each new message will override any previous message Telephone Messaging e Telephone Messaging is an optional feature purchase By entering an assigned Feature Code from any telephone one of 99 messages can be selected representing the status of the employee For example if a message indicating In a Meeting was selected that message would be displayed as a notif
57. leNet for New PBX Servic E Please Wait BCM Installation Wizard e Enter the IP address of the BCM that you wish to integrate to Console NET For BCM 3 6 or 3 7 this must be the Published IP address Page 17 Console NET Installation amp User Guide BCH IP Address ff ECM published Please enter the IP address of the BEM F P address 77 Mote Ifthe BCM is version 3 6 or 3 7 the IF address must be the BCM Published IF address BCH IP Address 10 10 10 100 Back C Cancel Help e Use the right Keyboard arrow to advance through the IP Address e Please wait while the switch is queried for compatibility Initializing ConsoleNet for New PEA Servic ES Please Wait e Switch Type is confirmed and requires a name for identification purposes e Click Next to continue after entering name Switch Typel BCM 3 7 Detected Please enter a descriptive name for this switch Le BCM 50 Toronto Nortel BGM 200 400 Switch Hame Head Office Page 18 Chapter 6 Reports Enter the Primary Voice Mail extension number determined as illustrated below Primary Yorce Mail Extension Press Feature 985 To obtain the Primary Voice Mail Extension press the Feature button then enter 985 on the keypad fram an idle phone The phone will display a number Enter the number below Length of Directory Number detected is 4 Primary Yorce Mail Extension 2999 Click Next to Co
58. mailbox associated to the telephone extension If the entry is not used or invalid transfer to Voice Mail will not for that particular extension Email e email address of the user not required planned for future use Password e A password must be created for every extension that intends on using Console NET Licensing controls the number of concurrent users The password must be unique and is a case sensitive The minimum number of characters in a valid password is 1 Any DN that does not have a password will automatically be disabled from logging into Console NET Lines to Monitor e By default Console NET will display all calls that appear and or ring both intercom amp external at this specific extension which is based upon the configuration of the user s telephone If there are specific lines which do not appear and or ring on the specific user s phone you can force a line s to appear in the Active Call window of Console NET allowing the Attendant to see activity on those lines User Type e This setting only applies to Console NET users that have a password assigned When a user logs in to use Console NET they will have limited configuration access by default Attendant By selecting the Administrator radio button the selected user will have full access to configuration The following defines access rights Attendant Companies and Contacts Messages Groups Administrator Page 35 Console NET Installation amp User G
59. n Navigator Global Options Global Options contain configuration settings that affect all users of Console NET Server a Directory Numbers amp a Dont forget to save any changes Customers select Auto Search to attempt a free reverse phone number lookup every time a Global Options Reports Help ConsoleNET user answers the phone It is not recommended to change the URL address without copying the default for later use Lise Delete and select name order to dispaly extenions by last name in the ConsolemMET user windory Full Hame Order Search URL lity cian 411 com 106568 search Reverse Phone Ringback messages can be changed for language or customization reasons Search URL terRingBacdcdlsg Transfer Unanswered CampRingbackhisg Camp Unanswered PakRingbackhisg Park Unanswered WaithingBackhisg Call Walt Unanswered After confirming the existing password the system L j admin password can be changed ie First Hame Last Hame Last Name First Name Delete all Directora Numbers from em Change Default Administrator pasamord Confirm Existi ng Password Enter Hew Pasanord Confirm New F asaword pa This field is for use with a web address that is capable of receiving a phone number for a reverse lookup ConverTec does not guarantee or suggest that this feature will always function since the web address may not always be available or valid
60. ncluded with Console NET CD ROM Telephone Subscription Services Caller ID Number service from your local telephone company required for Call Preview amp Screen Pop Page 7 Chapter 2 Nortel Prerequisites Norstar CTA Installation Norstar Only Nortel Networks Norstar phone systems require two Nortel products in order for Console NET to operate Norstar s Computer Telephony Engine CTE is the software component which allows a computer to communicate with a Norstar KSU and the Norstar Computer Telephony Adapter CTA is the hardware component that provides the hardware interface between a PC and the Norstar KSU Norstar CTE is installed by ConverTec s PBX Manager after the installation of Console NET Norstar CTA device is available from your Nortel Networks Dealer and must be connected to the PC that Console NET is being installed on There are 2 different models of CTA devices available from Nortel Networks and compatible with Console NET The CTA 100 is the most affordable compatible and easy to install There are no performance advantages between Norstar CTA devices The CTA 200 is also compatible but only using the serial output NOTE NOTE At the time of writing Nortel did not have a CTA device with USB connection compatible with operating systems required by Console NET As a precaution un install any previous versions of Nortel CTA 100 and Norstar CTE Toolkit from Add Remove Programs After un install is com
61. nties Console NET to perform as per specifications in the Installation User Guide provided all Minimum Requirements listed in the guide have been met Interaction with the Nortel telephone system depends largely upon correct and stable operation of Nortel CTE Computer Telephony Engine Issues with the CTE interface are beyond the control of ConverTec and do not constitute Warranty coverage Although all efforts are made to test functionality with all compatible systems the possibility exists that particular system configuration may produce unexpected results In the unlikely event that an unforeseen issue arises during the warranty period ConverTec agrees to investigate and resolve any issues within the control of the software If an issue is determined to be caused by the Nortel CTE interface your telephone system dealer is responsible for resolving the issue through Nortel directly Page 79 Console NET Installation amp User Guide In the unlikely event that a Nortel CTE issue is discovered ConverTec will provide assistance to the dealer in resolving the issue with Nortel An optional 12 month software Assurance Plan is available from your ConverTec dealer This package provides unlimited telephone support via a toll free support phone number along with no cost product upgrades See your dealer for pricing or call ConverTec Inc at 1 877 937 8228 Page 80 Index B BCM Installation Wizard BCM LAN CTE Client Installation C Call
62. ntinue Enter the extension numbers that represent Users of the Console NET software Since licensing is based upon concurrent users it is possible to have as many users configured as required Users will only be able to login and use the software if there are free client licenses ConzoleNet User Extension Flease enter all extensions who will use Console MET Length of Directory Number detected is 4 ConzoleNet User Extension s Click Next to Continue Page 19 Console NET Installation amp User Guide ConverTec PBX Server Management Utility Pie _ Switch Name g ConverTec Completing the PBX Server Wizard A summan of the PEs Service you are installing i shown below It may take several seconds for the wizard to verity the Information and the current PES services Some of the items may be edited later using the PBX Manager Switch Hame AL Oe bs Service Name PBXN oA Primary Yoice Mail Extension 2999 ConsoleNet User Extension g 22721 2225 Service Port 39000 Diagnostic Port 49300 Service Log Disabled Service Image Path CAlnetpubiwwsrootbAConsoleNETAPEXNor EXE Cancel Help Confirm the installation details and click on Finish PBX Manager Window appears allowing you to add another BCM system Close the PBX Manager Window and Login to Console NET or continue to add additional BCM systems Click on Add New and continue with the wizard for each new B
63. o transferring the call To Screen or announce a call prior to transferring when on a call right click on an extension button and select Screen Xfer The first call will automatically be put on hold and the extension will be called After the extension has been answered announce the call Click on the Rls button to complete the transfer e To cancel the transfer and re connect the caller click on the Cancel link in the Personal Call Window and the holding call will be re connected Note If RLS is selected in error from the telephone or GUI the Held call will disappear from the Console NET screen Pr Ron 242 ConsoleNET URL 00 00 Calling 239 lompRm Page 60 Chapter 8 Appendices Voice Mail Xfer e To transfer a call directly to a person s voice mail box while on a call right click on the extension button of the person you wish to transfer the call to and click on Voice Mail Xfer The call will be transferred directly into the person s mailbox Voice Call e Voice Call allows a caller to make a voice announcement beginning a conversation through the speaker of another Nortel telephone without making it ring Right click on the on the Extension Button and click on Voice Call To terminate the Voice Call click on RIs NOTE Phone system programming can prevent Voice Call from working at a specific phone by use of Voice Call Deny If Voice Call Deny is set at a particular extension that extension will ring
64. o 00 50 06 32 FC Click on Services then IP Telephony to view the Published IP setting Click on Resources then LAN1 or LAN2 as indicated by the Published IP address to view the Published IP address required for LAN CTE client installation NOTE If you are unable to reach the Published IP address and it cannot be changed enter the Published IP address as the Default Gateway on the computer that the LAN CTE client is being installed and continue to use the alternate IP address for the LAN CTE Client This may require further support from your Nortel Authorized Dealer Page 77 Console NET Installation amp User Guide Appendix B Troubleshooting NOTE Additional troubleshooting tips can be found in the Support section of the ConverTec web site Installation Troubleshooting Attempting to launch Console NET after installation produces a webpage error e Proper permissions must exist on the Console NET directory folder in order to successfully operate If you were not logged in as a Local Machine Administrator during the installation you may have to re install o Right click on the Console NET folder located in C inetoub wwwroot Console NET o Select properties then Security tab o You should see full permissions for SYSTEM ASPNET and possibly Everyone e Console NET version 3 0 uses Microsoft Framework 2 0 If Framework 1 1 is installed and there was a beta version of Microsoft Framework 2 0 previously installed a Mic
65. o ore Mall In a Meeting ith a client In office away fram desk Long Call Training On Lunch 10 Out of the office 11 Gone to Tims Code e Each message must be stored with a unique location code It is important that location codes are not skipped in order to be consistent with codes displayed at telephones using the feature Up to 99 messages can be stored using code numbers from 1 99 Existing codes can be viewed by selecting the drop down in the right corner of the message field Directory Number Configuration Page 32 Chapter 6 Reports This section is used to enable Console NET user s and configure their options as well as set some security options for specific extensions Extension numbers amp names are initially imported as they are programmed on the telephone system s Names can be changed within Console NET but will have no bearing on the names as displayed on the telephones themselves If you do not want to see all extensions in Console NET Do NOT delete them from here If only specific extensions are to be viewed set them in a group as described later in this section NOTE Norstar Systems only It is important that a Directory Number discovery is initially performed using PBX wizard Extensions added to the phone system at a later date must be manually updated in Directory Number configuration or a discovery must be re performed using the PBX wizard from the server Dealer Note For manual entries plea
66. or a Dealer Distributor in your area please contact In North America call 1 877 937 8228 email sales convertecinc com or visit our website www convertecinc com In Europe call ITEL 01244 670200 or email sales itel com oe Please contact an authorized dealer for a valid Soe ARE license Product Number 1 1 4926400A3 9A0A3213 A0257 TAD 1505 5021F117 256595 1505 16E4347 B Ste oe As SU Bue Albo ess Trial License Distributer URL httg convertecinc comConsolenETLicensinadefauit html Email Request to Distributer lf you have obtained a license you may activate it by browsing to the file ConsloeNET lic and clicking on Activate button A Activate A 30 day Trial License may be obtained by Internet or E mail providing access Is available If Internet access is not available the E mail request to Distributor link must be used The E mail method may not be responded within 24 hours Click on the Trial License link Page 21 Console NET Installation amp User Guide Complete the Trial License download and follow the instructions Pay attention to where you save the license file To install a 30 day Trial or an Activation License Click on the Browse button as shown in the illustration above Locate and double click on the downloaded lic file Click on Activate lf the license is valid you will be presented with the Console NET Login screen You may now proce
67. play name amp number are optional subscription services e Ifno name and or numbers filters are entered all calls will be displayed in the report Summary By Extensions The Summary By Extensions report will provide a report on all call activity by extensions By Default all extensions will be reported for the current month unless a specific extension has been entered If you wish to report on more than one extension but not all of them you must create a group in Directory Number Configuration Page 45 Console NET Installation amp User Guide Select Report Select Criteria Group Name lt Not Selected Summar by Extensions Since the first of month C Call Duration Calls by DID DNIS Generate Report Report Criteria Filters Number e Entera single extension number or partial match for many extensions beginning with the same leading numbers Only extension s matching the number s entered will be displayed in the report Eg Based on 3 digit extensions entering 335 will only display a report for that extension By entering 33 the report will contain all valid extensions from 330 339 Include Internal Calls e f check box is selected this report will include internal intercom calls in the Total Calls number and duration calculations Group Name e f Groups have been defined in Directory Number Configuration the specific extensions from the selected group will be reported To select
68. plete reboot the PC Insert the Console NET installation CD If the CD fails to auto launch click on Launch from the main directory Click on the choice for Norstar Prerequisites Follow the installation of CTA CTE as described later in this section After installation of Norstar Prerequisites and reboot is complete you can continue to Install Console NET Installing the CTA device involves two steps 1 Connect the supplied serial cable supplied with CTA 100 from Nortel to the serial port on the CTA device and a free serial port on the Console NET server NOTE Since newer computers may not be equipped with serial ports you may have to purchase a USB to Serial adapter for connecting a CTA 100 and 200 Connect one end of a telephone cable to a live Norstar jack and the other end to the jack labeled Line on the CTA If the jack you plugged the CTA into originally had a Norstar phone plugged into it the Norstar phone can now be plugged into the jack labeled Phone on the CTA Plug the CTA adapter in to a continuous 120v power outlet Page 9 Console NET Installation amp User Guide NOTE e The Norstar CTA 100 does not require a dedicated Norstar jack but can share an existing jack used by a Norstar phone If you have a Norstar phone in close proximity to the Console NET server the CTA can use this same Norstar jack as the Norstar phone while maintaining the use of the phone e You can confirm a Norstar jack is live by plugging
69. rom the button and the extension number will be displayed The buttons will be sorted by the extension number When combined with the Details button disabled up to 306 extensions based upon 3 digit DN s buttons can be displayed without having to scroll On Top e When On Top is enabled an Attendant can minimize Console NET and when their phone rings Console NET will pop to the top of the desktop allowing the Attendant to answer the call Page 68 Chapter 8 Appendices Directory Number extension Sorting The default of Names and Extension Numbers is displayed only when Names only or Extensions only are not checked You can change the sort order of the extension buttons to sort by extension number or by extension name The default sort order is by Name NOTE If a last name is entered for extensions under Directory Number Config extensions will be sorted by last name other wise extensions are sorted by the first name field If you wish to sort by first name but still wish to view a last name or initial add it in the first name field To change the sort order of the extension buttons e Click on the Navigator button e Be sure that the External search box is unchecked Click on New e Select sort method either Full Name or Ext Click even if already selected e Click on Monitor e Ifa Group s has been created click the new button and select a group from the Group pull down button e Click on Monitor Mm Hame
70. rosoft glitch prevents the website from using version 2 0 o Un install Microsoft Framework 1 1 from Add Remove Programs Un Install Before attempting a Un install exit from PBX Management utility by right clicking on the icon in the system tray and selecting Exit PE Server Management Utility PEs Server Installation Wizard e An attempt to Un install without exiting from PBX Manager will produce the following error Console Net Another application has exclusive access to the file CAnetpubwiaiarootongoleh et P Bsr an mdb Please shut down all other applications then click Page 78 Chapter 8 Appendices Norstar CTA Compatibility Chart CTA Device compatibility with Wind Device 053 Compatibility OS CTA Device CTA 200 Serial Windows 95 Windows 98 Windows NT Windows 2000 Windows ME Windows XP Note Y Denotes that the device is supported on corresponding OS CTA 100 drivers are mandatory for proper operation of CTA 200 with serial port Denotes that OS does not support this type of connectivity to the device Denotes that its being evaluated MERTEL NETWORKS Note Since Console NET requires Microsoft IIS available on Win 2000 and XP the only compatible CTA devices for Norstar Installations are CTA100 and CTA200 Serial Cable Warranty Software Support Console NET comes with a 60 day warranty period commencing from the time of license activation ConverTec warra
71. rticipated in and the total duration of all those calls Duration of calls is calculated by talk time only and does not include time that calls may have been placed on hold or parked The average time per call is displayed under Avg Outbound Calls Duration amp Averages e Reports the total number of external outbound calls that an extension s participated in and the total duration of all those calls Duration of calls is calculated by talk time only and does not include time that calls may have been placed on hold or parked The average time per call is displayed under Avg Internal Calls amp Duration e Reports the total number of internal intercom calls that an extension s participated in and the total duration of all those calls Duration of calls is calculated by talk time only and does not include time that calls may have been placed on hold or parked Total Calls Page 47 Console NET Installation amp User Guide e Displays a total of all Inbound Outbound and Internal calls as well as the total duration of all calls NOTE Internal call totals and durations are only included in Total Calls when the option is selected before generating the report Call Duration The Call Duration report produces a report showing durations for each call The report can include all calls or filtered to display Inbound Outbound or Intercom calls Select Report Select Criteria a C Inbound Calls Customer Name Date All dates
72. s Only _ Extensions Onl E Details censed to User T 22 go 223 Kitchen 241 Larry 51 Modems 229 Ned Extension buttons sorted by Name ho Fa ro E O 00 an amp eS i ned T FI Gli eIl O Bo Fi E m J U Cc 3 2 ai Es Lr z Page 69 Console NET Installation amp User Guide Details Hames Only Extensions On BCM Connected Ready ay arnes Joer Es IN Extension buttons sorted by Extension number ensed to User System The System Information utility is primarily a diagnostic tool which provides users with a real time view of who is logged into Console NET and what PBX Server s are connected and their associated status e Servers Displays the status of connected phone system s e Console Users Displays the user s that is connected to Console NET Unforeseen circumstances may cause user sessions to get locked causing a message Too Many Active Users when attempting to login to Console NET Click on Delete Session to terminate the locked session s e Refresh Updates the current status of Servers and Users Console NET System Information System Snapshot at 11 11 46 AM Servers 1 detected Console Users 1 detected SErvers 1 Toronto Office Status Ready Shut Down Console Users 1 Doug Last Activity Time 11 11 41 AM Delete Session Console NET System Informa
73. se be sure that all Voice Mail B2 channels extensions are entered Creating Users Console NET users can be created using the PBX wizard or manually within Console NET Directory Number Configuration For manual configuration simply assign a password to the extension s you wish to designate as the Console NET user Click on the Config button in the upper right area of the main Console NET window Select Directory Numbers then Configuration from the top left side of the Configuration window lf more than one system is connected select the proper Switch Name that the required user is a member of Click on the Drop down arrow located on the right side of the Full Name field to display a list of all extensions Select the extension that you wish to designate as a user Enter a password in the Password field and save the changes Passwords are often entered using the same number as the extension number Current Switch Name When more than one BCM or Norstar system is connected you must select the system containing the extension s you wish to configure as a User Click on the drop down arrow from the right side of the field to display all systems Page 33 Console NET Installation amp User Guide Server gt 7 a OL Directory Numbers gt Configuration umbers Configuration _Add new _ Delete Customers gt Groups Decide if the user should have full Administration access to Console NET configuration
74. support Each system connected requires an independent PBX server for communication Each PBX server installed on the same system requires a different Port number The PBX wizard will assign all port numbers for all PBX Services running on the same computer Since remote Norstar installations require manual entry enter port 9000 Use outside Line Prefix Check this box and add digit s that may be required prior to dialing a phone number from Console NET This is typically used for Central Office lines called Centrex where a digit 9 or 8 may need to be sent in order to get dial tone Page 27 Console NET Installation amp User Guide Note This setting is not used for access to PRI or Analog line pools Primary Voice Mail Extension This extension is determined by pressing Feature 985 from an idle telephone This extension is required in order for Transfer to Voice Mail to function within Console NET If centralized voice mail is used for multiple sites this value may be the same for all Systems Feature Code The default Feature Code 990 is used for the optional Telephone Messaging functionality This feature code is set by the PBX wizard and may be different if a conflict was detected during the installation This code should not be changed unless instructed to do so by ConverTec Support Access Codes for PRI Pools If using Digital Trunking T1 or PRI enter the digit required to make an external call in the Access Codes
75. t dont require viewing extension detail full time hovering the mouse over an active call green extension box will display call details on an as need basis This method of displaying details is a Microsoft operation called Page 67 Console NET Installation amp User Guide Screen tips Console NET is unable to control the operational aspects of the screen tip display 4 Details Names Only E Extensions Only e By selecting or de selecting the three display check boxes an Attendant can alter the look of the extension buttons to suite their needs Details When Details has been selected the extension buttons grow dynamically enabling call information to be displayed Enable Details to view full time extension details such as Dialed number Caller ID DID DNIS information Target Line Name Call duration Line name Intercom dialed Message Notification Names Only e By selecting the Names Only check box the extension numbers will be removed from the buttons and the extension names will appear If no name is present the extension number will be displayed By default the extension format is sorted by First Name You can change the format to Last Name First Name in the Global Settings section See Appendix C Global Settings for more information Note If a name is not stored for an extension the extension number will also show as the name Extensions Only e By selecting Extensions Only the extension name will be removed f
76. thod will use the Caller ID number information to search the customer database o By DNIS this method will use the number the person dialed to search the customer database o By DID this method will use the Direct Inward Dialed number the person dialed to search the customer database o By Line Number used in conjunction with analog lines this search method links the physical Norstar or BCM line to a database record This is used primarily in a Business Center environment Page 38 Chapter 6 Reports NOTE Caller ID DNIS and DID are features offered by your Telco To complete the database integration see Chapter 6 Companies Customers Contacts There are two separate locations for adding Contacts they are The Contacts link on the Customers Companies configuration page creates contacts that are related to the specific Company record that is selected These contacts are displayed within the specified Company record in Navigator The Customers Contacts configuration page is a separate contacts list that stores individual contacts separately When searching for a name in Navigator it is possible for a matching name to display a contact under a company as well as individually An unlimited number of Contacts can be added providing the Attendant powerful speed dialing capabilities utilizing the Console NET Navigator see Call Navigator under Using Console NET NOTE When adding phone numbers to the Companies an
77. tion displays all active PBX Servers and Console NET users Page 70 Chapter 8 Appendices URL This feature sends the calling parties phone number Caller ID number in order to perform a reverse lookup to a specified URL address When activated a separate window opens providing the Console NET user the mailing address of the incoming caller 411 com is the default lookup URL but the URL may be changed in Console NET Configuration under Global Options This feature can be operated in Automatic or Manual lookup mode o In Automatic mode every call answered by a Console NET user will attempt a reverse phone number lookup if available o In Manual mode click the URL icon located above the right corner of the personal call window to perform an automatic reverse lookup Language Selection Console NET supports English Canadian French France French Italian German and Spanish To change the language e Open Internet Explorer e Goto Tools Internet Options e Click on Languages Language Preference Some Web sites offer content in multiple languages You can choose several languages below they will be treated in order of priority Language English Canada en ca French Canada Fr ca Italian Italy it German Germany de Spanish Traditional Sort es French France Fr L Menus and dialog boxes are currently displayed in English United States e Select the language from the list or click on
78. uide Provides the user with full access to all configuration menus The rights are the same as logging into Console NET as the Administrator using ext O and the passwaord 12345 Line Pools e Select the appropriate analog or digital line pool to enable the attendant to dial external calls The Norstar or BCM phone must be programmed to have access to the selected line pool Security e Security options can be set for any extension that requires specific privacy settings Typically these options would be used for the company management and or executive employee s that wish to have greater privacy Selections include o Hide Dialing Number when selected no other Console NET users can see what number this specific DN is dialing o Hide Incoming Number when selected no other Console NET users can see incoming caller ID name DID or DNIS information for this specific DN o Hide Target Line name when selected the target line name will not be displayed on the Console NET interface for this specific DN Note Additional services from your local phone company may be required to provide Caller ID DID or DNIS services Feature Button Settings e Select any of the listed features that the specific Console NET user would like to have access to on the Console NET button bar in the main user window Ten buttons may be displayed at one time Selecting one of the three button tabs will display all selected buttons The following feature buttons are displayed
79. us Call Control Console NET emulates call control of your Nortel phone You may switch between using Console NET and your phone or vice versa during a call without affecting the call Answer e All incoming ringing calls will appear red in the Active Call window To answer an external ringing call click on the Call Queuing button or click on the ringing call in the Active call window The call will move to the Personal Call window Clicking on Call Queuing while already on a call will automatically place your current call on hold and answer the ringing call By default information displayed will be the length of time that the call has been ringing the Line Name Caller ID name amp number DID DNIS information and Target Line Name e Intercom calls will display the length of time the call has been ringing along with the extension name To answer an internal call click on the call showing in the Active Call Window Hold e To puta call on Hold click on the Hold button The call will move from the Personal Call window to the Active Call window and change to yellow The amount of time the caller has been holding for will be displayed You can add a Sticky Message to help identify who the caller is holding for Transfer blind e When on a call left click on the extension button that you wish to transfer the call to The call will be transferred Page 57 Console NET Installation amp User Guide Park While on a call click on the
80. utton for each type of page in order to facilitate paging to each area easier NOTE Norstar and BCM 3 6 o Whenever the External Speaker option is selected you must press the Release button on the physical phone in order to release the page This is a limitation of the Norstar CTE Computer Telephony Engine and BCM LAN CTE Directed Pickup To answer any ringing telephone click on the extension button that is ringing red in the Extension Display BLF window Conference Console NET offers the ability to perform a conference without the need of a conference button To perform a conference call make the first call and click the Hold button Make a second call either intercom or external Click the held call to initiate the conference To end the conference click the RIs button Page 58 Chapter 8 Appendices E Doug 227 BCM 3 0 Local 0 24 ConverTec 3 Split Cancel rom 9052081318 ame Out of Area lt mM gt NOTE Console NET follows the limitations of the BCM and Norstar phone systems A total of 3 people can be involved in a conference call The possible combinations are 2 external 1 internal or 2 internal 1 external Pe hl Conference with Spilt e To split a conference and talk to one of the conference members once a conference call is established click on the split link of the caller you want to talk to The other caller will be placed on hold e To re establish the conference cl
81. w click on the Ed in the top right corner A pe 1 M External a First Name rik Last Name Company fi Full Mame Group Mot Selected _ MEW Monitor ss Federal Express Mike Pratt WWorkPhone 905 639 5122 HomePhone 416 77 T 2332 MobilePhone 905 208 8767 Contact Speed Dialing using First Name amp Company External Call Transfer External Call Transfer e While on an active call click on Navigator and select the external box e Find and select the desired external number e The active call will automatically be placed on hold while the external number is dialed and the Navigator window will close e To complete the transfer click on RLS from the Console NET main window e When RLS ts selected the held call will automatically be connected to the external dialed number To Cancel an External Call Transfer If you wish to cancel the transfer click on the Cancel link in the active call window The external dialed number will be disconnected and the original call will be re connected Extension Layout Settings e Each Attendant or user can configure how they would like to display the extension buttons The extension buttons can be displayed as Names only Extensions Only or Name amp Extension No Selection For Attendants requiring a full time view of details such as Caller ID DID DNIS information number dialed line used and calls duration the Details feature should be selected For Attendants tha
82. wn arrow on the right side of the Date field to select from one of the pre defined date ranges Click in the Date From and to fields to manually enter a specific date range Selecting high date ranges may significantly increase the time it takes for a report to run depending on how many call records are in the database NOTE Valid date entry format is Year Month Day Date Al dates Time Yesterday Today Since Monday This week Last week Since the first of month Last month This quarter Last quarter Since the first of year Last year Using the drop down arrow select from pre defines time periods or click on the time Start and Finish fields to manually enter specific time periods in 24 hr format Time All day zll PALL day Morning Lunch Hour A ernoon Afterhours Displays the duration of every call for Inbound Outbound and Intercom calls Inbound Displays the durations for inbound calls Outbound Displays the durations for outbound calls Intercom Displays the durations for internal Intercom calls Page 49 Console NET Installation amp User Guide Generate Report e Click on the Generate Report button to create the report based upon the defaults or user selected filtering criteria Depending upon the size of the stored data reports may take several minutes to complete e The report will open in a separate window providing viewing and printing options You may open as many reports as you l

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