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Avaya Softconsole Release 1.5 Attendant`s Guide

1. 1 Do one of the following m Select Show details from the Directory menu Click the Show details button on the Directory toolbar A fixed display box opens showing the information defined during configuration including notes entered in the additional fields A speed dial button appears on the right side of the detail field This box remains open showing the detailed view of each advancing entry until you hide it 2 To hide the detailed view do one of the following a Select Show details from the Directory menu Click the Show details button on the Directory toolbar Issue 2 February 2003 Sending email from the Directory Sending email from the Directory While you are working in the Softconsole directory you can send an email message to anyone Keep in mind that you can only send email using this Softconsole feature you cannot receive email via Softconsole To send email to an entry in the Softconsole directory 1 Locate the entry for the person to whom you want to send e mail See Searching for Information in a Softconsole Directory on page 2 3 2 Verify that the directory entry contains a valid email address 3 Do one of the following Press ALT M Note that you do not have to access the Directory menu m Select Send e mail from the Directory menu The standard email message composition window opens If a valid email address is stored for this entry in the Softconsole directory the appli
2. Ifthe call bar shows DENIED and you hear intercept tone this indicates an invalid trunk access code or Personal Central Office Line PCOL trunk group Press F9 Release to release the call then try again Dial the desired trunk group member number Do one of the following Ifthe call bar shows INVALID and you hear intercept tone this indicates an invalid group member number Press F9 Release to release the call then try again Ifthe call bar shows VERIFIED and you hear confirmation tone this indicates an idle one way incoming trunk Verification was successful Press F9 Release to release the call If you hear ringback this indicates an idle automatic tie trunk or idle release link trunk Verification was successful Press F9 Release to release the call If you hear dial tone this indicates the trunk is idle and can be used to place a test call Verification was successful Place a test call or press F9 Release to release the call If the call bar shows BRIDGED this indicates you have been bridged onto an active call and initial warning tone has been applied to the call Verification was successful Talk to the bridged parties or press F9 Release to release the call If the call bar shows OUT OF SERVICE and you hear reorder tone this indicates a trouble condition exists on the trunk Press F9 Release to release the call then report the out of service
3. To announce an incoming call before transferring it to an inside extension 1 Answer the incoming call 2 Press F5 Transfer 3 Enter the extension number gt NOTE If Auto Transfer is enabled override that feature now according to the instructions in Temporarily Disabling the Auto Transfer Feature 4 When the called party answers announce the call and do one of the following Ifthe called party accepts the call press F9 Release to complete the transfer lf the called party declines the call press F10 Cancel to reconnect to the caller Tell the caller that the called party is unavailable and take a message if appropriate Then press F9 Release to disconnect the call Ifthe line is busy or there is no answer press F10 Cancel The call progress tones stop and you are reconnected to the caller Tell the caller that the called party is unavailable and take a message if appropriate Then press F9 Release to disconnect the call Transferring a Call to an Extension Using the DXS BLF Feature You can transfer calls using the Direct Extension Select Busy Lamp Field DXS BLF feature only when the following conditions exist m The necessary Hundreds Group tab is displayed or the Group Select feature is available Sufficient area is available in the Softconsole window to display the DXS BLF and you have not chosen to hide the DXS BLF To transfer a call from one extension to another
4. Direct Trunk Group Selection m Trunk Group Busy Warning Indicators Refer to the Avaya Softconsole Release 1 5 Attendant System Features Guide for a description of each of these features and the impact that your system environment may have on them The CAS Environment In the CAS environment system users served by separate Avaya servers at two or more locations can concentrate the attendant positions at one location This location is called the CAS main The other locations typically without attendants are called CAS branches All locations within the CAS environment have separate Listed Directory Numbers LDNs Incoming calls to the CAS main are handled as if the Avaya server were a standalone system Any attendant seeking calls at a CAS branch are routed to the attendant consoles at the CAS main over Release Line Trunks RLTs The RLTs are special trunks that are used only for attendant seeking calls from the CAS branches The CAS attendant cannot originate a call over an RLT CAS calls are any calls that would usually go to the local attendant console As the CAS attendant you answer these calls and then transfer them over the same RLT to the requested extension or external telephone number at the branch When you release the call the RLT is free to accept another call The transferred call will return to a CAS console if it is not answered within a predetermined time Similarly any CAS calls placed on Hold or Remote Hold al
5. 4 Do one of the following Ifthe call bar shows INVALID and you hear intercept tone this indicates an invalid extension Press F9 Release to release the call then try again Ifthe call bar shows TERMINATED and you hear ringback tone this indicates the called extension is idle and ringing Verification was successful Talk to the called party or press F9 Release to release the call Issue 2 February 2003 Troubleshooting Server Problems Ifthe call bar shows BRIDGED this indicates your call was bridged onto an active call and initial warning tone was applied to the call Verification was successful Talk to the bridged parties or press F9 Release to release the call Ifthe call bar shows OUT OF SERVICE and you hear reorder tone this indicates either a trouble condition at the telephone or a telephone that was administered without hardware not a trouble condition Press F9 Release to release the call then report the out of service condition to the appropriate personnel To busy verify a hunt group 1 Click Busy Verify 2 Do one of the following to place a call Press F3 New Press ALT and the key 1 to 6 corresponding to an available call appearance Click anywhere on the call appearance except the information button or comment area 3 Dial the desired trunk group extension Ifthe call bar shows INVALID and you hear intercept tone this
6. Each of these capabilities is discussed in this guide System Environments Affecting Softconsole Operation 1 2 Softconsole is designed to operate in several system environments including Distributed Communications Systems DCS and Centralized Attendant Service CAS configurations The DCS and CAS configurations are used at organizations that have more than one Avaya server and may be located at different geographical locations These system environments are described below Your Softconsole administrator can tell you whether your organization uses one of these configurations If so some Softconsole features may be affected In most cases the impact is minimal For example a display color may vary from the standard color indicated in this guide or a tone may be delayed If you must follow any procedures specific to your system environment you will see a note directing you to the appropriate procedure Issue 2 February 2003 An Overview of Softconsole The DCS Environment A DCS configuration consists of 2 to 20 private Avaya servers that are interconnected These servers may reside in different geographical locations To certain Softconsole features however the DCS configurations appear as a single server These features include Attendant Call Waiting Attendant Control of Trunk Group Access a Attendant Display a Automatic Circuit Assurance Busy Verification of Telephones and Trunks a Call Forwarding All Calls
7. To make a call to an external telephone number 1 Do one of the following Press F3 New Press ALT and the key 1 to 6 corresponding to an available call appearance gt NOTE If the Auto Start feature is enabled on your server you can begin entering the trunk access code immediately You do not need to press F3 New or to select an available call appearance 2 Enter the trunk access code 3 12 Issue 2 February 2003 Making a Call 3 Listen for the appropriate dial tone 4 Enter the external telephone number You can enter numbers 0 through 9 asterisk and pound When the call is answered you can begin speaking If you hear busy tone or the call is not answered press F9 Release Then try again later Making a Call to an External Telephone Number Using the Trunk Group Select Button To make a call to an external number using the Trunk Group Select button or by selecting the trunk group from the Trunk Menu 1 Click on the appropriate Trunk Group Select button 2 Listen for the appropriate dial tone 3 Enter the external telephone number You can enter numbers 0 through 9 asterisk and pound When the call is answered you can begin speaking If you hear busy tone or the call is not answered press F9 Release Then try again later Making a Second Call without Auto Hold To make a second call when Auto Hold is not administered on your server 1 While active on a
8. a the address of the server a the bandwidth setting Road Warrior configuration only m the telephone number of the telephone you will use to hear and speak to the other party on a call Telecommuter configuration only If you want the application to save your password for the next time you log into the server check the Remember password for next login session checkbox If you want the application to try to log into the server automatically the next time you start Softconsole check the Automatically log in if possible when application restarts checkbox Click the Log in button gt NOTE Depending on your configuration an additional message box may appear prompting you to verify the connection by making a test call Click the OK button and then make a test call If you are unable to log into the server go to the Troubleshooting page for Softconsole at http avaya com support for more information Issue 2 February 2003 1 29 Getting Started Exiting Softconsole To end your Softconsole session and close Softconsole 1 Be sure that no calls appear on the console 2 From the File menu click Exit If you are working in IP mode you are automatically logged off the server gt NOTE If the console detects any calls in progress a warning dialog box is displayed Click the Cancel button to return to your Softconsole session without disconnecting the calls Logging Off the Server To log off the server i
9. Information button Click on this button or press ALT I to view a complete directory record 6 Second party notes If notes are saved in the directory for this extension for example On vacation from May 3 to May 10 they are displayed 7 Comment area Using the Action Toolbar Allows you to enter comments about the call while the call is active and the field appears white These comments remain only for the duration of the call See Chapter 3 for detailed information and procedures While you are active on a call several buttons associated with the call handling functions available to you appear on the Action toolbar below the call appearance area These functions can include New Pickup Transfer Conference Add which is available when Conference is enabled Hold Release Cancel and End Conference Complete call handling procedures are provided in Chapter 3 Issue 2 February 2003 1 15 Getting Started Using the Feature Buttons 1 16 The feature buttons displayed in two columns on the right side of the Softconsole window correspond to the feature buttons on a hardware console Five feature buttons are administered on every Softconsole Split Hold Forced Release Position Busy and Night Service Your Softconsole administrator can assign the remaining buttons as optional feature buttons to give you access to the various Avaya server features The short name assigned to every f
10. Press F9 Release to release the call then report the out of service condition to the appropriate personnel If you hear ringback tone this indicates that the called extension is idle and ringing Verification was successful Talk to the called party or press F9 Release to release the call If the call is bridged onto an active call and initial warning tone was applied to the call this indicates verification was successful Talk to the bridged parties or press F9 Release to release the call If you hear reorder tone this indicates either a trouble condition at the telephone or a terminal that was administered without hardware not an error condition Press F9 Release to release the call then report the out of service condition to the appropriate personnel Issue 2 February 2003 4 11 Troubleshooting To busy verify a remote trunk in a DCS environment simple verification method 1 Click Busy Verify 2 Do one of the following to place a call Press F3 New Press ALT and the key 1 to 6 corresponding to an available call appearance Click anywhere on the call appearance except the information button or comment area 3 Click the desired Trunk Group button 4 Do one of the following If you hear dial tone go to Step 5 If you hear intercept tone this indicates an invalid trunk access code or Personal Central Office Line PCOL trunk group Press F9 Release to release the call then try
11. condition to the appropriate personnel Issue 2 February 2003 Troubleshooting Server Problems DCS Busy Verification of Telephones and Remote Trunks This feature allows you to place test calls to trunks and telephones at a remote location within the same DCS network Busy Verification provides an easy way to check the condition of these facilities When the feature is activated you can distinguish between a telephone or trunk that is truly busy and one that only appears busy because of some trouble condition The result of a busy verification test may be an intercept tone a display ora conversation with the called facility In the following procedures a successful verification tells you that the facility is probably working correctly a failure tells you that the facility should be reported for maintenance To busy verify a telephone in a DCS environment 1 Click Busy Verify 2 Do one of the following to place a call Press F3 New Press ALT and the key 1 to 6 corresponding to an available call appearance Click anywhere on the call appearance except the information button w or comment area Dial the desired extension 4 Do one of the following If you hear intercept tone this indicates an invalid extension Press F9 Release to release the call then try again If the call bar shows DENIED and you hear reorder tone this indicates a trouble condition that exists on the DCS link
12. entering 3 27 conference call CAS environment 3 5 ending 3 6 Hold feature 3 7 number of participants 3 5 removing yourself 3 5 Conference feature 3 2 Coverage Point 1 23 Issue 2 February 2003 IN 1 Index D DCS Busy Verification feature 4 7 4 11 DCS system environment 1 3 Busy Verification 4 11 Debug feature 1 10 default directory 1 12 Dialing Properties option 1 10 4 4 dialing rules 1 10 4 4 dialpad 1 22 directories adding an entry 2 6 deleting entries 2 7 detailed record 2 8 making calls 2 5 making notes 2 7 modifying entries 2 6 overview 2 1 searching 2 3 selecting 2 2 sending email 2 9 typedown search 2 4 viewing 2 8 viewing line status 2 9 Directory display area 1 12 Directory feature 3 23 troubleshooting 4 4 Directory functions 2 1 Directory menu 1 11 display buttons 1 17 Display control toolbar 1 17 Display menu 1 11 Display text box 1 19 disabling 1 22 Drop All button 3 2 3 6 DXS BLF hiding 1 22 resizing 1 22 DXS BLF display 1 13 DXS BLF feature 3 28 directory record access 3 28 transfer calls 3 17 E email feature 2 9 emergency call 3 4 Emergency feature button 3 4 exiting 1 30 external call 3 12 external number transferring calls 3 19 IN 2 Issue 2 February 2003 F Facility Busy Indication 3 23 feature button problems troubleshooting 4 3 feature buttons 1 16 Features menu 1 11 File menu 1 7 Forced Release fe
13. your organization and your business contacts directly from your computer Softconsole offers all of the capabilities of a hardware attendant console plus the ability to share information across your organization customize your screen displays and manage your call handling tasks quickly and efficiently This chapter provides an overview of Softconsole s capabilities It is intended to introduce the new user to basic Softconsole concepts As you become more familiar with this all in one tool you can refer to the Avaya Softconsole Release 1 5 Quick Reference Issue 2 February 2003 1 1 Getting Started An Overview of Softconsole Softconsole allows you to a Customize the application window and save your preferences for example rearrange toolbars and feature buttons as well as choose the tones that you hear as you work at the Softconsole a Resize the Softconsole window and its components including Busy Lamp Field directory and call appearance areas simultaneously to show as much information as you need when you need it a Complete call handling quickly with only a few keystrokes a Check the status of any extension in your environment instantly Locate business associates and colleagues at your site or remote locations by searching through the administered directories via Softconsole Place a call directly to a found entry in the Softconsole directory m Send email while you are working in Softconsole
14. 10 1 23 Second Party information More Information button 3 28 server troubleshooting 4 5 Shortcut keys 1 20 Show details option 2 8 Softconsole 1 2 1 7 1 11 accessing 1 28 call handling functions 3 1 customizing 1 22 Display menu 1 11 Features menu 1 11 password 1 28 slow response 4 3 troubleshooting 4 1 Trunks menu 1 11 user identification 1 28 Softconsole directories 2 3 accessing 2 2 adding an entry 2 6 deleting entries 2 7 making calls 2 5 modifying entries 2 6 Notes field 2 7 overview 2 1 sending email 2 9 Show details option 2 8 View option 2 8 viewing line status 2 9 Softconsole session 1 30 starting 1 28 Softconsole window 1 5 1 10 1 13 1 14 1 15 Action toolbar 1 15 call appearances 1 14 components 1 6 1 14 Directory display areas 1 12 display buttons 1 17 feature buttons 1 16 resizing 1 22 restoring default view 1 22 Status bar 1 19 Trunk buttons 1 18 Issue 2 February 2003 IN 3 Index speakerphone troubleshooting 4 2 speed dial button 2 8 Split feature button 3 21 3 22 3 26 standard appearance 1 5 Status bar 1 19 alarm indicators 4 5 status lamps 1 19 supervised transfer 3 15 system settings 1 23 System Settings option 1 10 Auto Transfer 1 23 Second Party Display 1 23 T telephone problems troubleshooting 4 2 temporary comments 3 27 timed reminder interval 3 7 toolbars resizing 1 22 transfer supervised 3 15 unsup
15. 16 Transferring a Call to an Extension Using Auto Transfer Unsupervised 3 16 Transferring a Call to an Extension Supervised 3 17 Transferring a Call to an Extension Using the DXS BLF Feature 3 17 Transferring a Call from an Extension to an External Telephone Number 3 19 Transferring an Inside Call Using the Trunk Group Select Button 3 20 Transferring an Incoming Trunk Call to an External Telephone Number Unsupervised 3 21 Transferring an Incoming Trunk Call to an External Telephone Number Supervised 3 22 Transferring Calls in a CAS Environment 3 23 Splitting a Call 3 26 a Typing Comments About a Call 3 27 a Viewing Additional Second Party Information 3 28 a Viewing Information from the DXS BLF 3 28 Issue 2 February 2003 v Contents 4 Troubleshooting 4 1 Overview 4 1 a Troubleshooting IP Configuration specific Problems 4 2 Troubleshooting Problems with the Telephone 4 2 Troubleshooting Softconsole Operation Problems 4 3 Troubleshooting Server Problems 4 5 Console Alarm Indicators 4 5 Alarm and Alarm Reported Indicators 4 5 Optional Alarm Lamps 4 6 Server Troubleshooting Features 4 7 GL Glossary GL 1 IN Index IN 1 vi Issue 2 February 2003 About This Document What s in This Document This user s guide contains all of the procedures and reference material you need to use the Avaya Softconsole Release 1 5 in your unique environment Chapter 1 Getting Started provides an o
16. Notes field is administered in the Softconsole directory 1 Locate the entry for which you want to make notes See Searching for Information in a Softconsole Directory on page 2 3 Do one of the following a Select Modify from the Directory menu a Click the Modify button on the Directory toolbar The Modify Directory Entry dialog box is displayed Move to the Notes area using the mouse or TAB key You can use the standard Windows editing features to add change or delete information in any displayed field Enter the note which may contain information about vacation travel status or the hours during which the person can be reached If the administered Notes field does not contain a date and time stamp you may also want to include that information To save this note click the OK button The information is saved and will remain with the directory entry until it is overwritten or deleted either by you or by another console attendant gt NOTE While active on a call you can also enter temporary call associated comments These are the comments you type directly into the comment area of the call appearance See Chapter 3 for details Deleting an Entry To delete an entry from the Softconsole directory 1 Locate the entry you want to delete See Searching for Information in a Softconsole Directory in the previous section 2 Do one of the following Select Delete from the Directory
17. Speaker To play ringing through the internal speaker of the PC 1 Click the Volume button on the Audio Settings toolbar The Volume and Ringer Settings dialog box appears 2 In the Ringer area click the Also play ringing through the internal PC speaker check box 3 Click the Close button Issue 2 February 2003 Customizing the Softconsole Interface Hear Your Voice in Your Headset when You Speak To hear your voice in your headset when you speak 1 Click the Volume button on the Audio Settings toolbar The Volume and Ringer Settings dialog box appears 2 In the Playback area click the Hear my voice in the headset check box 3 Click the Close button Issue 2 February 2003 1 27 Getting Started Accessing Softconsole The following procedures explain how to access and exit a Softconsole session The procedure you use depends on how your Softconsole is configured Your Softconsole administrator is responsible for giving you a login name and password if these are required Starting a Softconsole Session To start a Softconsole session 1 Perform one of the following steps a At your Desktop window double click on the Softconsole icon From the Start menu select Programs gt Avaya gt Avaya Softconsole gt Avaya Softconsole If you are not required to enter a login name or password the Softconsole window opens Otherwise proceed to Step 2 2 Enter your login name and password if applicable 3 Press ENT
18. a Call Transferring an Incoming Trunk Call to an External Telephone Number Unsupervised gt NOTE You can perform this procedure only if Trunk to Trunk Transfer is enabled on your server For additional information refer to Trunk to Trunk Transfer in the Softconsole Release 1 5 Attendant System Features manual To transfer an incoming trunk call to an external number without announcing the call 1 2 Answer the incoming call Tell the caller that you are going to break the connection temporarily while you start the outbound call Enter the access code for the appropriate trunk gt NOTE If you hear reorder tone the trunk is not available Click the Split feature button to reconnect to the caller and ask the caller to try again later Enter the external telephone number You can enter numbers 0 through 9 asterisk and pound To set up a three way connection that includes the console click the Split feature button before the called party answers Press F9 Release before the called party answers Issue 2 February 2003 3 21 Handling Calls with Softconsole Transferring an Incoming Trunk Call to an External Telephone Number Supervised gt NOTE You can perform this procedure only if the Trunk to Trunk Transfer feature is enabled on your server For additional information refer to Trunk to Trunk Transfer in the Avaya Softconsole Release1 5 Attendant S
19. a hardware console Each administered hundreds group occupies a tab Each tab contains 100 cells that correspond to an administered extension The following sections explain the Softconsole window components in more detail 1 6 Issue 2 February 2003 Using the Softconsole Menu Bar Using the Softconsole Menu Bar The Softconsole menu options are described below gt NOTE Note that you can open each menu by pressing ALT and the appropriate letter key Using the File Menu The File menu provides these options a Attendant Login This option is available when your Softconsole administrator has defined multiple attendant user profiles You may select this option to start a new Softconsole session This option ends the previous attendant s session a Log In This option appears only if you are working in IP mode The Log In option provides a submenu that allows you to access the server disconnect from the server adjust the IP login settings and run the IP login wizard Exit Select this option to end your Softconsole session Using the View Menu The View menu allows you to view a list of available toolbars When a checkmark appears before an option the option for example the Busy Lamp Field dialpad or display messages appear in the Softconsole window When you click on a marked option you disable it Figures 1 2 through 1 11 show the various toolbars KE eh A 5 Cerei cee ves add AE Release ag Cancel
20. again 5 Dial the desired trunk group member number 6 Do one of the following Ifthe call bar shows DENIED and you hear reorder tone this indicates a trouble condition that exists on the DCS link Press F9 Release to release the call then report the out of service condition to the appropriate personnel If you hear confirmation tone this indicates an idle one way incoming trunk Verification was successful Press F9 Release to release the call If you hear ringback this indicates the trunk is an idle automatic tie trunk or release link trunk Verification was successful Press F9 Release to release the call If you hear dial tone this indicates the trunk is idle and can be used to place a test call Verification was successful Place a test call or press F9 Release to release the call If the call is bridged onto an active call and initial warning tone was applied to the call this indicates verification was successful Talk to the bridged parties or press F9 Release to release the call If you hear reorder tone this indicates a trouble condition on the trunk Press F9 Release to release the call then report the out of service condition to the appropriate personnel 4 12 Issue 2 February 2003 Troubleshooting Server Problems To busy verify a remote trunk in a DCS environment two button push verification method 1 Click Busy Verify 2 Do one of the following to place
21. appear on the top record gt NOTE If you press the ENTER key while the Search button is displayed Softconsole will initiate a new search If you press the ENTER key while the Search button is not displayed Softconsole will dial the telephone number for the selected directory entry To cancel a search that you started that is the Search button is displayed click on the scroll bar or select a record Issue 2 February 2003 2 3 Using the Softconsole Directories 3 If more than one entry is displayed as a possible match click on the appropriate entry The screen displays information from the record you have selected It may include the person s last name first name phone number and email address included in the directory Performing a Typedown Search 2 4 Softconsole allows you to perform a typedown search which initiates a search as soon as you press any key in the main part of the computer keyboard The search is based on the current sort column A typedown search enables you to start a search with minimal typing It can also be helpful when you are unsure of the exact spelling of the directory record that you seek For example to locate the directory entry for Thomas Addams using the typedown search do the following 1 In the Search By box locate and click on the last name field 2 In the Search For box type Ad and pause Softconsole returns the first record and any additional records that ma
22. call transfers are possible Manual Transfers that is transferred calls that you announce and Auto Transfers that is transferred calls that you do not announce Auto Transfers are unsupervised transfers that can only be used to transfer an incoming call to an extension in your organization Your system administrator determines whether the Auto Transfer feature is enabled as the standard transfer mode for your system gt NOTE If the Softconsole administrator has programmed your Softconsole to perform Auto Transfers while active on a call you can temporarily disable the Auto Transfer feature and announce the call See Temporarily Disabling the Auto Transfer Feature on page 3 16 Manual transfers are supervised transfers that allow you to announce the call that you are transferring Transferring a call in the supervised mode consists of answering an incoming call splitting placing another call and then connecting the two calls together gt NOTE If you are working in a CAS environment follow the procedures in Transferring Calls ina CAS Environment at the end of this section You will transfer calls when one of the following occurs A caller asks to be connected to an extension within the system The incoming call will usually be a trunk call from outside the system but it can also be from an inside extension An inside extension caller in your own system asks to be connected to an external number through a
23. deactivate the ACA referrals ACA should remain activated at all times if it is enabled at your system Issue 2 February 2003 4 7 Troubleshooting To activate ACA referrals Click the ACA feature button The ACA feature button is displayed in white and ACA is activated To deactivate ACA referrals Click the ACA feature button The ACA feature button is displayed in gray and ACA is deactivated Busy Verification of Telephones and Trunks 4 8 This feature allows you to place test calls to trunks telephones and hunt groups Busy Verification provides an easy method of checking the condition of these facilities When the feature is activated you can distinguish between a telephone or trunk that is truly busy and one that only appears busy because of some trouble condition or because it was administered without hardware The result of a busy verification test may be a display a tone or a conversation with the called facility In the following procedures a successful verification indicates that the facility is probably working correctly a failure indicates that the facility should be reported for maintenance To busy verify a telephone 1 Click Busy Verify 2 Do one of the following to place a call Press F3 New Press ALT and the key 1 to 6 corresponding to an available call appearance Click anywhere on the call appearance except the information button or comment area 3 Dial the desired extension
24. is idle and can be used to place a test call Verification was successful Place a test call or press F9 Release to release the call Issue 2 February 2003 4 13 Troubleshooting If the call is bridged onto an active call and initial warning tone was applied to the call this indicates verification was successful Talk to the bridged parties or press F9 Release to release the call If you hear reorder tone this indicates a trouble condition on the trunk Press F9 Release to release the call then report the out of service condition to the appropriate personnel Trunk Group Busy Warning Indicators to Attendant 4 14 This feature provides you with a visual indication of the trunk group status for each of the Trunk Group buttons displayed on the console a Gray Indicates normal Fewer than a predefined number of trunks in the associated group are busy a Green Indicates that a predefined number of trunks in the associated trunk group are busy Red Indicates that all trunks in the associated trunk group are busy Feature buttons can also be administered as Local Trunk Group buttons and Remote Trunk Group buttons for a total of up to 12 more Trunk Group buttons Each of these feature buttons indicates the status of its associated trunk group again by changing to the appropriate display color Observe these indicators to stay alert to unusual or suspicious conditions such as groups that are always
25. on the associated call appearance to end the call for all connected parties Issue 2 February 2003 Typing Comments About a Call Typing Comments About a Call While active on call you can enter temporary call associated comments in the comment area of the call appearance You will find this feature helpful when you need to move to a different call but do not want to forget some detail about the current call To type a temporary comment 1 Click in the comment area of the call appearance associated with the call gt NOTE Instead of using the mouse you can press TAB until the comment area you want has the focus 2 Use the keyboard to type comments While you are working in the comment area you can Use all the main keyboard keys arrow keys and page control keys such as Page Up Page Down Home etc to navigate the comment area Edit the content of the comment The comment will remain on the call appearance until you overwrite it delete it or release the call 3 To leave the comment area do any of the following Click outside the comment on the call appearance Press TAB to access another call appearance Select another Softconsole function such as using a call handling function key or button clicking on a feature button selecting a new directory etc Issue 2 February 2003 3 27 Handling Calls with Softconsole Viewing Additional Second Party Information The Inf
26. open a Task List on the screen Highlight Softconsole on this list and click Switch To Softconsole is slow in responding to your commands 1 Exit Softconsole 2 Close all other applications and exit Windows to free up all memory resources 3 Restart Windows restart Softconsole and run only those applications that are necessary Softconsole does not respond to any server related activity For example call handling and feature buttons are not functioning Verify that the application is communicating with the 8411D telephone or CallMaster VI telephone a If you are using an 8411D telephone button 10 on the telephone should be steadily lighted a If you are using IP mode check if the Link Down icon is displayed on the Status bar This icon indicates that the connection to the server is down a lf this is not the case refer to the product s troubleshooting documentation Issue 2 February 2003 4 3 Troubleshooting Symptom Recommended Solution Softconsole consistently ignores incoming calls 1 Verify that Softconsole is in the appropriate Day or Night setting for your environment 2 Verify that the Position Busy feature is not activated Softconsole cannot make outgoing calls except through the Integrated Directory if administered 1 Restart the computer 2 While the computer is restarting disconnect and immediately reconnect either
27. resize the Softconsole window components just as you would any standard office applications Be Asme R AJE k R P ene Fore Alar Cindy Anderson Marsha Anderson Robert Biggio Mary Jane 732 555 27 Bracuti Mike 732 555 221 Brown Thomas 732 555 87 Carson James 732 555 73 Carter Jane 732 555 17 5 Carter Paul 732 555 00 A Celi John 732 555 31 Citrullo Margaret 732 555 737 Personal 4 gt bh For f Search By Last Name a 55569 73255592 a Ragini Mallick ringing 4411 2 i New a Pickup Transfer Confr pph Add Hold Release Cancel End Conf K 3 D FA GC a cee Gi en Fo A F9 ae F10 F11 a ofe Ep es l ism Figure 1 1 Standard Softconsole Window Display Issue 2 February 2003 1 5 Getting Started Table 1 1 identifies the components shown in the standard Softconsole window Table 1 1 The Softconsole Window Components Feature Description 1 Menu bar Provides File View Action Trunks Display Features Directory and Help options To get immediate online help press F1 Trunk Toolbar Contains the trunk group buttons Display Displays messages and information such as Messages Integrated D
28. the Information in a Softconsole Directory 2 6 Adding an Entry 2 6 Modifying an Entry 2 6 Making Notes About an Entry 2 7 Deleting an Entry 2 7 a Viewing Information 28 Viewing the Detailed Record for an Entry 2 8 Displaying the Detailed View of Entries 2 8 Sending email from the Directory 2 9 a Viewing the Line Status for an Entry 2 9 Setting the Dialing Properties 2 10 E 3 Handling Calls with Softconsole 3 1 a Overview 3 1 Call Handling Methods 3 2 Entering Numbers 3 2 a Answering a Call 3 3 Answering Emergency Calls 3 4 Working with the Automatic Answer Feature 3 4 iv Issue 2 February 2003 Contents a Conferencing Multiple Parties Together on a Call 3 5 Removing Yourself from a Conference Call 3 5 Ending a Conference Call 3 6 a Holding a Call 3 7 Holding the Current Call 3 7 Making Comments about a Held Call 3 7 Retrieving a Held Call 3 8 Working with the Auto Hold Feature 3 8 Using Remote Hold in a CAS Environment 3 9 a Making a Call 3 10 Making a Call to an Extension Number 3 10 Making a Call to an Extension Number Using Direct Extension Select DXS 3 11 Make a Call Using the Group Select Feature 3 12 Making a Call to an External Telephone Number 3 12 Making a Call to an External Telephone Number Using the Trunk Group Select Button 3 13 Making a Second Call without Auto Hold 3 13 Making a Second Call with Auto Hold 3 14 a Releasing a Call 3 14 a Transferring a Call 3 15 Temporarily Disabling the Auto Transfer Feature 3
29. the activation of only one feature M Make Busy The Avaya server feature that temporarily removes the console from the hunt group Message Retrieval The Avaya server feature that allows you to retrieve messages for other system users More Information button A button labeled i on the call appearance You can click on this button or press ALT l to open a read only dialog box containing the available information if any for the second party display fields N Network Access Private The Avaya server feature that allows calls to be connected to networks such as Common Control Switching Arrangement CCSA Electronic Tandem Network ETN and Enhanced Private Switched Communications Service EPSCS Network Access Public For outgoing calls to the public network the ARS feature if available can be used to select the best route available at the time the call is placed For manual route selection dial access codes can be assigned to outgoing routes Night Service The Avaya server feature that directs all attendant group calls for the principal and daytime atten dant console to a night console Night Service Disconnect Timer The timer that determines how long an incoming call without disconnect supervision can go unan swered at a night service destination when the server is in night service GL 8 Issue 2 February 2003 Glossary Night Station Service The Avaya server feature that redirects incoming attendant seek
30. to access up to 100 extensions hunt groups A group of extensions that is assigned the Station Hunting feature so that a call to a busy extension will reroute to an idle extension in the group I Immediate Manual Override Option The Time of Day Routing option that immediately changes the active routing plan to a new plan Individual Attendant Access The Avaya server feature that allows users to access a specific attendant console by directly dial ing the attendant s extension number Integrated Directory The Avaya server feature that enables you to retrieve extension numbers from the system directory It is one of several directories that your Softconsole administrator can make available to you Inter PBX Attendant Service IAS The Avaya server feature that allows attendant positions for more than one branch location to be concentrated at one central location Issue 2 February 2003 GL 7 Glossary L LAN A networking arrangement designed for a limited geographic area Leave Word Calling The Avaya server feature that allows you to leave messages for system users Local Trunk Group buttons Administered feature buttons that allow you access to local trunk groups on the system Loudspeaker Paging Access The Avaya server feature that allows you to access loudspeaker paging equipment Loudspeaker Paging Access Deluxe The Avaya server feature that allows you to access loudspeaker paging equipment and park calls with
31. trunk A person on an incoming trunk call asks to be connected to an external number on another trunk Issue 2 February 2003 3 15 Handling Calls with Softconsole Temporarily Disabling the Auto Transfer Feature By disabling the Auto Transfer feature you can announce a call before you transfer the call to an extension While active on a call you can disable the Auto Transfer feature temporarily in one of the following ways If you are using the numeric keypad on your computer to enter the extension number press and hold down the SHIFT key while you enter the key sequence representing the extension number If you are using the DXS BLF to select the extension number press and hold down the SHIFT key while you click on the DXS BLF cell corresponding to the extension number If you are using the search and dial capability of the Softconsole Directory feature to select the extension number press SHIFT ENTER Transferring a Call to an Extension Using Auto Transfer Unsupervised 3 16 Verify that the Auto Transfer feature is enabled for your system To place the incoming call on hold automatically and transfer the call to an inside extension 1 2 3 Answer the incoming call Press F5 Transfer Enter the extension number the DXS BLF feature or the search and dial capability of the Softconsole Directory feature Issue 2 February 2003 Transferring a Call Transferring a Call to an Extension Supervised
32. using the DXS BLF feature 1 Answer the incoming call 2 Tell the caller that you are going to break the connection temporarily while you start the outbound call Issue 2 February 2003 3 17 Handling Calls with Softconsole 3 Do one of the following lf the extension is displayed in the DXS BLF click on the DXS BLF cell associated with the extension lf you want to override the Auto Transfer feature press SHIFT while you click on the DXS BLF cell associated with the extension If the extension is not displayed in the DXS BLF click on the appropriate Hundreds Group tab Then click on the DXS BLF cell associated with the extension gt NOTE If the appropriate Hundreds Group is not currently administered on a DXS BLF tab you can use the Group Select feature button if available and enter the Hundreds Group number If the Auto Transfer feature is enabled the transfer is complete Otherwise go to Step 4 4 When the called party answers announce the call and do one of the following Ifthe called party accepts the call press F9 Release to complete the transfer lf the called party declines the call press F10 Cancel to reconnect to the caller Tell the caller that the called party is unavailable and take a message if appropriate Then press F9 Release to disconnect the call Ifthe line is busy or there is no answer press F10 Cancel The call progress tones stop and you ar
33. 0 06 Malick ringing 44 Leave concer 2 2 a 2 i New Pup Transfer contr coh Act Hold Release Cancel End Conf Eae Ge en 4 t To KS olen panne atrarsferf eee F ee T Figure 1 12 Sample Softconsole Window with a Default Directory You can access directories by clicking on a specific directory icon accessing the Directory menu and pressing the corresponding letter key or selecting a directory name from the Directory menu The entries for the selected directory appear in the directory display area Typically an entry consists of an individual s first name last name and phone number An entry may also include the individual s organization and email address Using the vertical scroll bar on the right side of this display area you can move up and down through the displayed directory entries While you are working in this area of the Softconsole window you can perform several activities For example you can make calls or send email to a selected directory entry Depending on how your directory permissions were configured in Issue 2 February 2003 Using the DXS BLF Display the Softconsole Configuration Manager you may be able to add new entries make notes associated with a selected directory entry edit the information associated with a selected directory entry and delete entries You can also search for a specific individual in the directory and view the line status for the extension associated with a selected en
34. 2 February 2003 Making a Call Making a Call to an Extension Number Using Direct Extension Select DXS You can make calls using the Direct Extension Select Busy Lamp Field DXS BLF feature only when the following conditions exist m The necessary Hundreds Group tab is displayed or the Group Select feature is available Sufficient area is available in the Softconsole window to display the DXS BLF and you have not chosen to hide the DXS BLF To call an extension number using the Direct Extension Select Busy Lamp Field DXS BLF feature 1 Do one of the following lf the extension is displayed in the DXS BLF click on the DXS BLF cell associated with the extension If the extension is not displayed in the DXS BLF click on the appropriate Hundreds Group tab Then click on the DXS BLF cell associated with the extension gt NOTE If the appropriate Hundreds Group is not currently administered on a DXS BLF tab you can use the Group Select feature button if available and enter the Hundreds Group number 2 Listen for the call progress tones If you hear ringback tone the called extension is idle and ringing When the call is answered you can begin speaking If you hear busy tone the extension is busy Press F9 Release then try again later lf you hear Call Waiting ringback tone the extension is busy and the call is Call Waiting Either wait to talk to the called party or press F9
35. 6 129 555 1212 95551212 95551212 95551212 918005551212 918005551212 918995551212 Issue 2 February 2003 2 11 Using the Softconsole Directories 2 12 Issue 2 February 2003 Handling Calls with Softconsole Overview The procedural information provided in this chapter describes the activities you will perform most frequently with Softconsole As you become more familiar with these activities you can refer to the Quick Reference booklet as a memory jogger to help you complete specific tasks Call Handling functions are those functions you will perform most frequently in Softconsole In general these functions include Answering a call Conferencing multiple parties together on a call Holding a call Making a call Releasing a call Transferring a call Typing comments about a call Viewing information about second parties and extensions Before you begin be sure you understand the components of the call appearance and Softconsole window See Chapter 1 for details Issue 2 February 2003 3 1 Handling Calls with Softconsole Call Handling Methods You can perform Call Handling functions using any of the following methods Pressing the appropriate function key see the table below Clicking on the appropriate button on the Action toolbar Selecting the appropriate option on the Action menu Pressing the appropriate hot keys keyboard accelerators that have been assigned by your Softcon
36. A This feature helps you identify trunks that may be faulty The server maintains a record of individual trunk activity relative to short and long holding time calls The system automatically initiates a referral call when it detects a possible failure The attendant group or an individual attendant can be assigned as the referral call destination A referral call will arrive on an available call appearance When you select that call appearance its display will identify the call as an ACA call identify the trunk group access code and trunk group member number and show the reason for referral either a short or long holding time This information remains on the call appearance until you release the call You can then use the Busy Verification of Telephones and Trunks feature to check the trunk The ACA feature provides better service through early detection of faulty trunks and consequently reduces out of service time Some types of trunk failure cause people to shorten their calls For example an excessive number of short calls may indicate a noisy trunk Similarly a trunk that remains busy for an abnormally long time may be permanently busy due to a trunk fault The ACA feature takes advantage of these characteristics to identify those trunks that may be defective The ACA must be enabled by the system manager After this feature is enabled a single attendant console per server can be assigned an ACA feature button to activate and
37. AVAYA Avaya Softconsole Release 1 5 Attendant s Guide 555 233 774 Issue 2 February 2003 Copyright 2003 Avaya Inc All Rights Reserved Printed in USA Notice While reasonable efforts were made to ensure that the information in this book was complete and accurate at the time of printing Avaya can assume no responsibility for any errors Changes and corrections to the information contained in this document may be incorporated into future reissues Your Responsibility for Your System s Security Toll fraud is the unauthorized use of your telecommunications system by an unauthorized party for example persons other than your company s employees agents subcontractors or persons working on your com pany s behalf Note that there may be a risk of toll fraud associated with your telecommunications system and if toll fraud occurs it can result in substantial additional charges for your telecommunications services You and your system manager are responsible for the security of your sys tem such as programming and configuring your equipment to prevent unauthorized use The system manager is also responsible for reading all installation instruction and system administration documents provided with this product in order to fully understand the features that can intro duce risk of toll fraud and the steps that can be taken to reduce that risk Avaya does not warrant that this product is immune from or will prevent unauthorize
38. Answering Emergency Calls A special type of incoming call is the emergency call When an emergency call arrives the Softconsole display responds as it does for all incoming calls In addition the following actions occur The Emergency feature button if one is administered is highlighted An emergency tone sounds The background color of the call appearance changes to red a The call appearance identifies the call with the abbreviation EMRG and shows the calling party identification A typical emergency call has this display format a TOM ROBERTS EXT 3041 in EMRG Q The procedure for answering an emergency call is the same as the procedure to answer any other call However you should respond immediately to an emergency call placing other calls on hold if necessary Working with the Automatic Answer Feature 3 4 Softconsole produces a ringing sound to alert you when an incoming call arrives Your system administrator however can change this standard operation by enabling the Automatic Answer feature for your server When the Automatic Answer feature is active you will not hear a ring when a call arrives Instead Softconsole will establish the connection for you automatically Issue 2 February 2003 Conferencing Multiple Parties Together on a Call Conferencing Multiple Parties Together on a Call You can conference up to five participants plus yourself on a single call As you add people
39. Detail Recording CDR Account Code Dialing The Avaya server feature that collects call details on selected incoming and outgoing trunk calls and creates call records using this information Call Forwarding All Calls The Avaya server feature that allows you to activate and deactivate Call Forwarding All Calls for an extension in the system Call Handling area The lower portion of the Softconsole window that displays six call appearances each providing information about a phone call that you are currently handling Call Park The Avaya server feature that allows an incoming call to be put on hold at an extension then retrieved from any telephone in the system call processing system A telecommunications system that routes voice and data information between various end points for example telephones terminals and computers It provides highly robust networking capabili ties and includes an extensive set of standard features Call Purpose Identifier Text if available displayed on the call appearance call timer When you answer a call or the Softconsole Auto Answer feature answers a call the call timer is displayed on the left side of the call appearance The timer shows the call s duration Called Party Identification The display that indicates who is being called For calls to a system user the display shows the dig its as they are dialed After the dialing is complete the display shows the called party s name if av
40. ER or click the OK button gt NOTE If you are working in IP mode you must also log into the server before you can use Softconsole See Logging into IP Mode on page 1 29 Identifying Yourself to Softconsole If another attendant has been working in a Softconsole session at your computer you must identify yourself to Softconsole before you can begin your session To identify yourself to Softconsole 1 From the File menu click Attendant Login to display the Softconsole Attendant Login dialog box 2 Enter your login name and password 3 Press ENTER or click the OK button gt NOTE You can make up to three attempts to enter the correct login information If you have any difficulty logging in see your Softconsole administrator 1 28 Issue 2 February 2003 Accessing Softconsole Logging into IP Mode If you are working in IP mode you must log into the server If you are not logged into the server you will be unable to handle calls via Softconsole To log into the server 1 Start Softconsole according to the procedure in Starting a Softconsole Session earlier in this section If the Login dialog box is not displayed select Log In gt Log In from the File menu At the Login dialog box enter the following information in the appropriate boxes m your assigned extension your password whether you want to use the Road Warrior configuration voice over IP or the Telecommuter configuration
41. F cell corresponding to the extension A dialog box opens displaying all the information available in Softconsole for this person 2 To close the dialog box press ENTER or click OK Issue 2 February 2003 Troubleshooting Overview This chapter provides procedures and recommendations that will assist you in resolving problems Some of the procedures in this chapter are intended for configurations that use Internet Protocol IP connectivity Other procedures are specific to configurations using Digital Communications Protocol DCP connectivity Check with your Softconsole administrator regarding the connectivity used in your environment Refer to the appropriate section in this chapter according to the type of problem you are attempting to identify and correct This chapter includes the following information in the order listed below a Troubleshooting IP installation specific problems Troubleshooting problems with the telephone DCP installations Troubleshooting Softconsole operation problems Troubleshooting server problems gt NOTE If you cannot resolve problems using the procedures provided in this chapter consult your Softconsole administrator Issue 2 February 2003 4 1 Troubleshooting Troubleshooting IP Configuration specific Problems If you encounter difficulties related to Softconsole operation specific to IP connectivity refer to the troubleshooting information provided by the integr
42. OR The COR information can be obtained from your Avaya server system administrator Class of Service COS The Avaya server feature that defines whether telephone users have access to the following fea tures Automatic Callback Call Forwarding All Calls Client Room Console Permission Data Pri vacy Off Hook Alert and Priority Calling Clocked Manual Override Option The Time of Day Routing option that allows you to specify the day and time to override the sched uled Time of Day Routing plan You can also specify a day and time for automatic deactivation or manually deactivate Clocked Manual Override Code Calling Access The Avaya server feature that allows you to page a called party with coded chime signals in up to nine areas zones comment area An area to the right of the call appearance that allows you to enter comments while you are active on a call These comments remain for the duration of the call only COM Port The port on the back of the Softconsole computer to which the telephone or CallMaster VI must be physically connected in Digital Communications Protocol installations Companding For Digital Communications Protocol installations the option that determines whether the system will digitize voice signals according to the accepted Mu Law or A Law standards Console administration The procedures that the Softconsole administrator uses to define your environment This responsi bility includes creating directories tha
43. OTE Certain conditions require you to use other procedures for answering calls If the Automatic Answer feature is enabled for your server follow the procedure in Working with the Automatic Answer Feature at the end of this section To answer an incoming call 1 Do one of the following lf the red Pickup indicator outlines the call appearance press F4 Pickup Press ALT and the key 1 to 6 corresponding to the appropriate call appearance Click on any part of the call appearance except the information button or comment area See Sample Call Appearance on page 1 14 2 Assist the caller as necessary To answer a second call 1 Press F8 Hold to place the current call on hold gt NOTE If your system administrator has enabled the Auto Hold feature of the Avaya server you do not need to place an active call on hold before picking up or placing another call Softconsole puts the active call on hold automatically when you select any available call appearance 2 Do one of the following Ifthe red Pickup indicator outlines the call appearance press F4 Pickup Press ALT and the key 1 to 6 corresponding to the appropriate call appearance Click on any part of the call appearance except the information button or comment area 3 Assist the caller as necessary See Sample Call Appearance on page 1 14 Issue 2 February 2003 3 3 Handling Calls with Softconsole
44. Release then try again later If you hear intercept tone you entered an invalid extension Press F10 Cancel and re enter the extension Issue 2 February 2003 3 11 Handling Calls with Softconsole Make a Call Using the Group Select Feature To make a call using the Group Select feature you must have a a Hundreds Group administered at the console a the Group Select feature button administered in the Softconsole Configuration Manager To make a call using the Group Select feature 1 Press the Group Select feature button The lamp turns green 2 Enter a valid dial plan number on your server and press the key gt NOTE All input other than numeric digits is ignored until you press the key When you press the key the server updates the BLF and Softconsole displays the first page and updates the tab with the numbers you entered This BLF remains displayed until you click on that tab or press the Group Select button again and enter a different numeric string Clicking on the selected tab will display the previously displayed tab that is Hundreds Group Making a Call to an External Telephone Number An external call requires that you access an outgoing trunk and then dial the number You can access the trunk by dialing an access code for that trunk group such as a Private Network Automatic Alternate Routing AAR or Automatic Route Selection ARS or by clicking the appropriate Trunk Group Select button
45. Shortcut Keys 1 20 As a convenience for attendants who perform most call handling and directory activities using the computer keyboard Softconsole has several programmed hot keys and hot key sequences By pressing ALT simultaneously with an appropriate hot key you can perform many tasks with a minimum number of keystrokes Table Appendix 1summarizes the operation of shortcut keys including function key equivalents within the various areas of the Softconsole window Table 1 5 Fixed Shortcut Keys Area To Press Call Appearances Access all appearances 1 through 6 ALT and 1 through 6 Action Menu Start a new call F3 Pick up a call F4 Transfer a call F5 Conference a call F6 Add a call to a conference F7 Hold a call F8 Drop a call F9 Cancel F10 End a conference call F11 Directory View the line status that is on hook ALT and S off hook and Send All Calls To view the line status of an extension the associated extension must be administered in a Hundreds Group Open your email application ALT and M gt NOTE Feature and display buttons as well as individual directories and Trunk control toolbar may have been assigned shortcuts by your Softconsole administrator Issue 2 February 2003 Entering Telephone Numbers and Alphanumeric Data Entering Telephone Numbers and Alphanumeric Data To enter telephone numbers feature access codes and alphanumeric data in Softconsole yo
46. a Related Documentation viii How To Get Help viii ee 1 Getting Started 1 1 a Welcome 1 1 An Overview of Softconsole 1 2 System Environments Affecting Softconsole Operation 1 2 a An Overview of the Softconsole Window 1 5 a Using the Softconsole Menu Bar 1 7 Using the File Menu 1 7 Using the View Menu 1 7 Using the Action Menu 1 11 Using the Trunks Menu 1 11 Using the Display Menu 1 11 Using the Features Menu 1 11 Using the Directory Menu 1 11 Using the Help Menu 1 11 a Using the Directory Display Area 1 12 a Using the DXS BLF Display 1 13 a Using the Call Handling Area 1 14 a Using the Feature Buttons 1 16 a Using the Display Buttons 1 17 a Using the Trunk Buttons 1 18 a Viewing the Status Bar 1 19 a Using Shortcut Keys 1 20 a Entering Telephone Numbers and Alphanumeric Data 1 21 Customizing the Softconsole Interface 1 22 Changing the Softconsole Window Appearance 1 22 Changing Predefined System Settings 1 23 Adjusting Audio Components 1 23 Issue 2 February 2003 iii Contents Accessing Softconsole 1 28 Starting a Softconsole Session 1 28 Identifying Yourself to Softconsole 1 28 Logging into IP Mode 1 29 a Exiting Softconsole 1 30 Logging Off the Server 1 30 De 2 Using the Softconsole Directories 2 1 a Overview 2 1 Selecting a Softconsole Directory 2 2 a Searching for Information in a Softconsole Directory 2 3 Performing a Typedown Search 2 4 a Making a Call from a Softconsole Directory 2 5 a Maintaining
47. a call Press F3 New Press ALT and the key 1 to 6 corresponding to an available call appearance Click anywhere on the call appearance except the information button or comment area 3 Dial the desired trunk access code 4 Click Busy Verify 5 Do one of the following If you hear dial tone go to Step 6 If you hear intercept tone this indicates an invalid trunk access code or Personal Central Office Line PCOL trunk group Press F9 Release to release the call then try again 6 Dial the desired trunk access member number 7 Do one of the following Ifthe call bar shows DENIED and you hear intercept tone this indicates an invalid trunk access code Press F9 Release to release the call then try again Ifthe call bar shows DENIED and you hear reorder tone this indicates a trouble condition that exists on the DCS link Press F9 Release to release the call then report the out of service condition to the appropriate personnel 8 Dial a trunk access member number pair 9 Do one of the following If you hear confirmation tone this indicates an idle one way incoming trunk Verification was successful Press F9 Release to release from the call If you hear ringback this indicates the trunk is an idle automatic tie trunk or release link trunk Verification was successful Press F9 Release to release the call If you hear dial tone this indicates the trunk
48. ailable and extension number On outgoing trunk calls the display shows the digits as they are dialed followed by the name and trunk access code assigned to the trunk group being used Issue 2 February 2003 GL 3 Glossary Calling Party Identification The display that indicates who is calling When the call is from a system user the display shows the caller s name or a unique identification administered for the telephone being used along with the calling party s extension number When the call is from outside the system the display shows the trunk identification such as CHICAGO and the trunk access code assigned to the trunk group used for the call Centralized Attendant Service CAS The feature that allows system users served by separate servers at two or more locations to con centrate the attendant positions at one location This location is called the CAS main The other locations typically without attendants are called CAS branches Class of Restriction COR The Avaya server feature that defines multiple classes of call origination and termination privileges Systems may have only a single COR one with no restrictions or multiple CORs to implement the desired restrictions Class of Restriction Identifiers All system users have a Class of Restriction COR to define their calling privileges The COR is a two digit number followed by a four character identifier You must click the COR feature button to display a user s C
49. allows you to select a trunk group for an outgoing call loudspeaker paging zone or code calling zone by clicking a Trunk Group button Attendant Display The Avaya server feature that shows call related personal service and message information on the alphanumeric display of the attendant console Attendant Intrusion The Avaya server feature that enables you to enter an existing call on either a digital or analog sta tion to offer a new call or message to the called party Attendant Lockout The Avaya server feature that prevents you from reentering a multiparty call that is held on the con sole unless you are recalled by a system user on the call Attendant Override of Diversion Features The Avaya server feature that allows you to bypass any diversion features invoked by and or asso ciated with a dialed extension Attendant Priority Queue The Avaya server feature used to handle incoming calls to the attendant group or to an individual attendant when the call cannot be immediately terminated to an attendant Attendant Recall The Avaya server feature that allows a system user on a two party call or a conference call held on the console to call you for assistance Attendant Serial Call The Avaya server feature that allows you to transfer trunk calls that return to the same attendant position after the called party hangs up Auto Hold The Avaya server feature that when enabled automatically places an active call on hold when you sel
50. ated Avaya iClarity IP Audio online help Potential problems include a The caller or called party cannot hear the attendant a The attendant cannot hear the caller or called party The attendant cannot hear the caller or called party clearly The caller or called party indicates that your words are not being transmitted clearly that is the beginning or ending sounds of words are not transmitted Troubleshooting Problems with the Telephone If you encounter difficulties related to the telephone connected to the Softconsole computer in DCP configurations only consult the following table to isolate and resolve the problem Symptom Recommended Solution You cannot use the telephone for This is not a problem The Softconsole example an 8411D telephone or environment disables the standard CallMaster VI telephone in the usual functionality of the telephone manner You can hear the incoming caller through Use the handset on the telephone the speaker but the caller cannot hear instead of using the speaker you 4 2 Issue 2 February 2003 Troubleshooting Softconsole Operation Problems Troubleshooting Softconsole Operation Problems Symptom Recommended Solution Double clicking on the Softconsole icon has no effect Do one of the following Hold down ALT and press TAB until you locate the Softconsole application Then release ALT Hold down CTRL and press ESC to
51. ature button 3 6 3 26 G Group Select feature 3 12 H hardware alarm indicators 4 6 held call making comments 3 7 retrieving 3 8 Help menu 1 11 Help tip 1 16 Hold feature 3 7 hot keys 1 20 3 2 Hundreds Group button 3 23 I iClarity IP Audio 4 2 Identify Trunk feature button 4 15 incoming call 3 3 incoming trunk call 3 21 3 22 Individual Calls indicator 1 19 IP configurations IP Login 1 29 logging off 1 30 troubleshooting 4 2 volume control 1 24 K keyboard accelerators 3 2 Index L line status 2 9 Link down indicator 1 19 Link Failure feature button 4 6 Local Trunk Group buttons 4 14 Log In option 1 7 Loudspeaker Paging Access 3 23 M Major Alarm feature button 4 6 menu bar 1 7 More Information button 1 15 3 28 N Next button 1 17 Notes field 2 7 O Originator 1 23 overview 1 2 P password 1 28 PC Console 3 2 3 6 Pickup indicator 3 3 placing 3 12 placing calls 3 12 playback devices 1 10 PMS Link Failure feature button 4 6 PMS Printer Alarm feature button 4 6 Position Available indicator 1 19 R recording devices 1 10 Release Line Trunks RLTs 1 3 releasing calls 3 14 Remote Hold 3 9 Remote Hold call answering 3 9 Remote Trunk Group buttons 4 14 restore default view 1 10 1 22 RLT 1 3 S searching 2 3 Second Party Display 1 12 1 14 Second Party Display Handling 1
52. busy or those that are never busy Knowing what hours of the day are typically the most and least busy will also prove useful in analyzing possible trunk problems For example if a trunk group remains red for a particular group during a period that is not usually busy it may be that one or more trunks are out of service but appear to be busy Another indicator of a possible problem situation is the Trunk Group button whose color never seems to change When you notice an unusual situation use Busy Verification to test the trunk you suspect is faulty gt NOTE DCS is required for the busy and warning indicators associated with Remote Trunk Group buttons but the buttons themselves will work without DCS Issue 2 February 2003 Troubleshooting Server Problems Trunk Identification When a telephone user in the system experiences noise or poor transmission on a trunk the user can conference the attendant into the call You can then use the Trunk Identification feature to identify the specific trunk that is faulty and report it for maintenance The Trunk Identification feature can also be used on trunk calls originated by or received by the attendant The trunk identification access code and group member number will be displayed when you click the Identify Trunk feature button during a call If two trunks are used for a call the identification of the last trunk added to the call is displayed Trunk Identification cannot be displayed if
53. call explain that you are placing the call on hold Press F8 Hold on the associated call appearance Select an available call appearance A OO N Enter the extension or external telephone number When the call is answered you can begin speaking If you hear busy tone or the call is not answered press F9 Release Then try again later Issue 2 February 2003 3 13 Handling Calls with Softconsole Making a Second Call with Auto Hold To make a second call when Auto Hold is administered on your server 1 While active on a call explain that you are placing the call on hold 2 Select an available call appearance in one of the following ways Press F4 Pickup Press ALT and the key 1 to 6 corresponding to the appropriate call appearance Click on any part of the call appearance except the information button or comment area 3 Enter the extension or external telephone number When the call is answered you can begin speaking If you hear busy tone or the call is not answered press F9 Release Then try again later Releasing a Call Releasing a call is sometimes referred to as hanging up You can release one call at a time To release a call press F9 Release on the associated call appearance 3 14 Issue 2 February 2003 Transferring a Call Transferring a Call You can transfer calls to an inside extension or to an outside telephone number through a trunk Two types of
54. call is ended for all participants connected to the conference call gt NOTE PC Console users should note that the End Conf End Conference button used in the following procedure corresponds to the Forced Release button on the PC Console To end a conference call 1 On the call appearance associated with the conference call press F11 End Conf The confirmation dialog box appears 2 Press ENTER to confirm that you want to end the conference The call is removed from your display and ended for all people who were participating in the conference call Issue 2 February 2003 Holding a Call Holding a Call You can put any call including single party and conference calls on hold at the Softconsole workstation It is possible to have a held call on each of the six call appearances gt NOTE If you are working in a CAS environment you must place a CAS call on Remote Hold Follow the procedures in Using Remote Hold in a CAS Environment at the end of this section The Attendant Lockout feature can be used to prevent you from directly re entering a conference call or other multiparty call that is being held When the Attendant Lockout feature is enabled one of the participants must call you for assistance via the Attendant Recall feature A caution If a single party call is held for longer than the timed reminder interval programmed in the server its call appearance will turn light pink and a timed re
55. calls to extension numbers inside your system as well as calls to external telephone numbers through trunks These procedures are outlined below Making a Call to an Extension Number gt NOTE If the system administrator has enabled the Auto Start feature on your server you do not need to press F3 New or to select an available call appearance before entering the extension number To call an extension number 1 Do one of the following Press F3 New Press ALT and the key 1 to 6 corresponding to an available call appearance Click anywhere on the call appearance except the information button or comment area gt NOTE You can use the Softconsole Directory feature to locate and dial an extension number See Chapter 2 for instructions 2 Enter the extension number You can enter any of the following numbers 0 through 9 asterisk and pound 3 Listen for the call progress tones If you hear ringback tone the called extension is idle and ringing When the call is answered you can begin speaking If you hear busy tone the extension is busy Press F9 Release then try again later lf you hear Call Waiting ringback tone the extension is busy and the call is Call Waiting Either wait to talk to the called party or press F9 Release then try again later If you hear intercept tone you entered an invalid extension Press F10 Cancel and re enter the extension 3 10 Issue
56. can also make comments while active on a call monitor calls in the queue and respond to alarms See Chapter 3 for detailed information and procedures Using the Call Appearances There are six call appearances in the Softconsole window Each call appearance provided displays information about a call that you are currently handling 1 00 48 a Ragini Mallick 103 pe On vacation until Feb 18 a i Ragini Mallick i Figure 1 13 Sample Call Appearance Table 1 2 identifies the components shown in the sample call appearance Table 1 2 Call Appearance Components Feature Description 1 Call state icon Indicates the duration and call state of the active call and timer If you put a call on hold this call timer is reset to reflect the length of time indicated in minutes and seconds the call remains held at the console 2 Avaya server Displays text sent from the Avaya server to identify information the call For example Outside call to Mary LaFemme at EXT 3062 3 Call purpose Displays text identifying the call s purpose For example Called extension SAC on 4 Second party If the Second Party Display is set to Originator the name calling party name is displayed If it is set to Coverage Point the called party name is displayed 1 14 Issue 2 February 2003 Using the Call Handling Area Table 1 2 Call Appearance Components Feature Description 5
57. cation automatically addresses the message for you Otherwise you must enter the appropriate email address 4 Type the message using the standard procedure 5 To send this message click the Send button Viewing the Line Status for an Entry While you are viewing a directory entry associated with an extension you can also view the line status for the associated extension When you change to a different directory the line status returns to the default The line status will also return to the default if you click on a different BLF tab that is a BLF tab other than the tab on which the current extension is administered To view the line status for the extension associated with the selected directory entry press ALT S The background color of the directory entry displayed changes to reflect the color in the BLF cell corresponding to this extension The line status will also return to the default if you click on a BLF tab other than the tab on which the current extension is administered Issue 2 February 2003 2 9 Using the Softconsole Directories Setting the Dialing Properties 2 10 When you try to dial a telephone number from a directory entry that telephone number is processed according to the settings you specified in the Phone And Modem Options window for your computer The settings you specify in the Phone And Modem Options window determine how telephone numbers are formatted and dialed from directory entries
58. click the OK button Adjusting Audio Components Depending on your Softconsole mode that is IP or DCP you can adjust the volume and audio quality of headsets microphones and speakers used at the Softconsole computer Volume Control for DCP Mode CallMaster VI If you are using a CallMaster VI system you see an additional toolbar on the Softconsole window This toolbar contains a slidebar control that allows you to adjust the volume of the incoming audio for Softconsole You can choose from eight settings and the setting you prefer can be saved in Softconsole Figure 1 16 Volume Control Toolbar for DCP Mode Issue 2 February 2003 1 23 Getting Started Volume Control for IP Mode 1 24 If you are working in IP mode you can adjust the volume and verify the operation of the headset using the Audio Options or Tuning Wizard You can access these options using the Audio option on the View menu or the Audio Control toolbar and the Audio Settings toolbar Audio Control Toolbar The Audio Control Toolbar enables you to mute your microphone a access the Audio Monitor dialog box which displays audio status information mute the speaker in your headset force transmit which enables only you to talk the other party only listens Figure 1 17 shows the Audio Control toolbar PER g Figure 1 17 Audio Control Toolbar gt NOTE The Audio Control toolbar is only enabled when you use Avaya Softc
59. d the underlined character of a selection Related Documentation To understand the material in this document you must already be familiar with your computer standard electronic mail tools and with Microsoft Windows If this is not the case consult your system administrator then continue with your Softconsole training This document provides all the information you need to use your new Softconsole efficiently In addition you can refer to the following documents a Avaya Softconsole Release 1 5 Quick Reference As you become more familiar with Softconsole you can refer to this booklet that contains summaries of the commands and procedures you will use most frequently during a Softconsole session a Avaya Softconsole Release 1 5 Attendant System Features This manual contains brief descriptions of attendant system call handling features as well as procedures for using these features in your unique environment Such features include Abbreviated Dialing Attendant Call Waiting Call Forwarding Loudspeaker Paging etc How To Get Help If you have a question about Softconsole first read this guide or refer to the online help If you cannot find the answer contact your Softconsole administrator viii Issue 2 February 2003 a Getting Started Welcome Congratulations on your purchase of the Avaya Softconsole the integrated solution that enables you to handle calls and communicate with the members of
60. d trunk buttons in alphabetical order along with their associated hot keys Using the Display Menu The Display menu allows you to view the administered display buttons in alphabetical order along with their associated hot keys Using the Features Menu The Features menu lists all of the administered feature buttons in alphabetical order along with their associated hot keys Depending on your configuration these feature buttons for example Night Service and Position Busy are displayed on the Softconsole window Using the Directory Menu The Directory menu allows you to view a list of directories available to you Note that these directories are also shown in the directory panel The currently active directory is indicated by a checkmark In addition the activities you can perform while you are working in an active directory are displayed on this menu These activities include adding an entry modifying an entry viewing an entry showing a detailed view of entries deleting an entry and sending email For more information see Using the Directory Display Areas later in this chapter Using the Help Menu The Help menu allows you to access online help You can also get immediate online help by pressing F1 Issue 2 February 2003 1 11 Getting Started Using the Directory Display Area 1 12 Softconsole can support up to 100 directories The icons representing each of the directories available to you are displayed i
61. d use of common carrier telecommunication services or facil ities accessed through or connected to it Avaya will not be responsible for any charges that result from such unauthorized use Avaya Fraud Intervention If you suspect that you are being victimized by toll fraud and you need technical support or assistance and are within the United States call the Technical Service Center Toll Fraud Intervention Hotline at 1 800 643 2353 If you need technical support or assistance and are outside of the United States contact the equipment vendor from whom you purchased your equipment service maintenance contract If you need to report toll fraud issues regarding a public telephone contact the in country tele phone service provider Warranty Avaya provides a limited warranty on this product Refer to the Limited Use Software License Agreement card provided with your package Trademarks DEFINITY Passage Way and CallMaster are registered trademarks of Avaya Inc Avaya MasterDirectory MDAccess and Softconsole are trademarks of Avaya Inc Microsoft MS DOS Microsoft Outlook Microsoft Access Windows and Windows NT are registered trademarks of Microsoft Corporation Pentium is a registered trademark of Intel Corporation Other product and brand names are trademarks of their respective owners All rights reserved Contents Cl About This Document Vii a What s in This Document vii Conventions Used in This Manual viii
62. dant Auto Manual Splitting 3 26 Attendant Conference 3 5 Attendant control 1 18 Attendant Direct Trunk Group Selection 3 23 Attendant Lockout 3 7 Attendant Queue Indicator AQI 1 19 Attendant Recall 3 7 Auto Hold 3 3 3 8 3 13 administered 3 14 unadministered 3 13 Auto Start feature 3 10 3 12 3 19 Auto Transfer 1 10 1 23 3 15 3 16 disabling 3 16 Auto Wakeup Alarm feature button 4 6 Automatic Answer feature 3 3 3 4 Automatic Circuit Assurance feature 4 7 B Busy Lamp Field display 1 13 Busy Verification feature 4 7 4 8 hunt groups 4 9 telephones 4 8 trunks 4 10 C call appearance 1 14 comment area 1 15 3 27 resizing 1 22 Call Handling area 1 14 call handling button problems troubleshooting 4 3 call handling functions overview 3 1 call handling methods 3 2 call timer 1 14 Call Waiting Warning lamp 1 19 CallMaster VI telephone troubleshooting 4 2 volume adjustment 1 23 calls announcing 3 17 answering 3 3 holding 3 7 placing 3 10 placing external 3 12 releasing 3 14 transfer types 3 15 CAS calls 1 3 3 23 branches 3 24 originating branch 3 23 CAS system environment 1 3 3 5 3 26 Busy Lamp Fields 3 23 conference feature 3 5 Remote Hold 3 9 returning calls 3 25 splitting calls 3 26 transfer calls 3 23 CDR 1 Failure In feature button 4 6 CDR 2 Failure In feature button 4 6 Code Calling Access 3 23 comment area 1 15 comments
63. e 2 February 2003 Customizing the Softconsole Interface Changing Predefined System Settings You can change certain Softconsole settings that the Softconsole administrator has programmed If an individual user profile has been defined for you Softconsole automatically saves these changes so that you see them each time you log in a Auto Transfer To disable this feature so that you can announce calls before transferring them select the System Settings option on the View menu In the dialog box that opens set the Auto Transfer feature to Off Then click the OK button Second Party Display Handling The Second Party Display information is displayed in the third section of call appearance when you receive a call from an extension that has the Send All Calls feature enabled See Figure 1 13 on page 1 14 The Send All Calls feature must be administered on the server to send all calls to the attendant If you set Second Party Display to Originator the name of the party making the call is displayed in the third section of the call appearance If you set Second Party Display to Coverage Point the name of the party that was called and who has the Send All Calls feature enabled is displayed in the third section of the call appearance To change the current setting select the System Settings option on the View menu In the dialog box that opens select the appropriate setting for Second Party Display Handling Then
64. e reconnected to the caller Tell the caller that the called party is unavailable and take a message if appropriate Then press F9 Release to disconnect the call 3 18 Issue 2 February 2003 Transferring a Call Transferring a Call from an Extension to an External Telephone Number To transfer a call from an inside extension to an external telephone number 1 2 Answer the incoming call Before attempting the transfer verify that the outgoing call is allowed in your environment Tell the caller that you are going to break the connection temporarily while you start the outbound call Press F5 Transfer gt NOTE If the Auto Start feature is enabled for your server you can begin entering the trunk access code immediately You do not need to press F5 Transfer Enter the access code for the appropriate trunk When the called party answers announce the call and do one of the following Ifthe called party accepts the call press F9 Release to complete the transfer lf the called party declines the call press F10 Cancel to reconnect to the caller Tell the caller that the called party is unavailable and take a message if appropriate Then press F9 Release to disconnect the call Ifthe line is busy or there is no answer press F10 Cancel The call progress tones stop and you are reconnected to the caller Tell the caller that the called party is unavailable and take a mes
65. eature button administered for Softconsole is displayed To get a longer description of any feature button position the cursor over the button If administered a Help Tip box containing a description of that button is displayed gt NOTE If you are denied access to a particular feature the associated button turns red the equivalent of flashing on a hardware console Table 1 3 describes the meanings of the feature button colors Table 1 3 Meanings of Feature Button Colors Color of Feature Buttons in Lamp State of Feature Buttons Softconsole on the Console Gray Off Green On Yellow Flash Red Broken Flutter Issue 2 February 2003 Using the Display Buttons Using the Display Buttons Display buttons appear on the Display control toolbar The short name is assigned to every display button administered for Softconsole To get a longer description of any display button position your cursor over the button If administered a Help Tip box containing a description of that button is displayed Display buttons are used in exactly the same manner as display buttons ona telephone or hardware console Click the button to perform a particular task For example if you are using the Avaya server s Integrated Directory feature clicking the Next button advances to the next entry in the list Table 1 4 describes the meanings of the Display button colors Table 1 4 Meanings of Display Button Colors Co
66. ect another call appearance button Automatic Alternate Routing AAR The Avaya server feature that selects the most preferred route usually the most direct route for private network calls Automatic Answer The feature that causes incoming calls to be answered automatically without a mouse click or F3 button press This feature can be used only when you are using a headset connected to the con sole Automatic Circuit Assurance ACA An Avaya server feature used for monitoring possible trunk failures Automatic Route Selection ARS The Avaya server feature that selects the most preferred route usually the least expensive route for long distance calls Auxiliary Work Mode A mode in which agents are unable to receive ACD calls GL 2 Issue 2 February 2003 Glossary B Busy Lamp Fields The lamps associated with each Hundreds Group button that indicate the status of a group of extensions Busy Verification of Telephones and Trunks An Avaya server feature used for placing test calls C call appearance A component of the Softconsole window that displays information about each phone call that you are currently handling The call appearance includes a call state icon call timer text messages sent from the server second party name and notes an information button and comment area Call Coverage The Avaya server feature that redirects unanswered internal and or DID calls to an alternate answering position Call
67. eep you informed of how many calls are waiting It also displays the number of minutes and seconds that the oldest call has been waiting If administered the Attendant Queue Indicator may also reflect the number of waiting calls with an advancing bar display The color of the advancing bar is dark blue However if the Call Waiting Warning lamp is enabled the color changes to amber If the Attendant Queue Indicator is not administered text is displayed to the right of the Display box when calls are waiting If the Call Waiting Warning is enabled text is displayed on an amber background to the right of the number of calls waiting display The Status bar can also display indicators that correspond to status lamps controlled by the Avaya server a Alarm indicates a system problem has been detected Alarm Reported indicates that the system has alerted the maintenance organization of the detected problem gt NOTE See Chapter 4 for information on responding to alarms Individual Calls indicates that one or more calls directed to your personal extension not the 0 extension are waiting Position Available indicates that your position is available to receive calls In addition a Link down indicator Figure 1 14 may appear to alert you that the connection between Softconsole and the Avaya server has been disconnected Me Figure 1 14 Link Down Indicator Issue 2 February 2003 1 19 Getting Started Using
68. end of the cable between the computer and the 8411D telephone or CallMaster VI telephone This reconnection will force the two components to resynchronize their signals When you initiate calls to external telephone numbers using the Directory feature the calls cannot be processed Verify that the correct area codes for these external telephone numbers are shown in the directory entries If area codes need to be updated contact your Softconsole administrator Verify that Softconsole is configured to include any access code required to place long distance or local calls For example your server may require you to dial 9 to access an outside line and make a local call 1 Access the View menu and select Dialing Properties 2 In the Phone And Modem Options window click on the Dialing Rules tab 3 Click the Edit button to display the Edit Location window 4 Inthe Dialing Rules area enter the required access code in the appropriate box 5 Click the OK button to close the dialog box 6 Click the OK button to save the new information 4 4 Issue 2 February 2003 Troubleshooting Server Problems Troubleshooting Server Problems Alarms that are generated by the server produce visible signals at the console at selected telephones and at the system equipment cabinet If the server has a link to a remote maintenance site your system alarms will be sent to the remote site automaticall
69. eng Conf F9 F10 F11 Figure 1 2 Action Toolbar Issue 2 February 2003 1 7 Getting Started 100 RIM 102 103 104 105 FBIM 107 108 108 111 fie 116 117 118 11 120 121 122 123 124 125 126 127 128 123 130 131 132 133 134 135 136 137 138 139 140 141 142 143 144 145 146 147 148 149 150 151 152 153 154 155 156 157 158 159 160 161 162 163 164 165 166 167 168 169 180 181 182 183 184 185 186 187 188 189 190 191 192 193 194 195 196 197 198 199 1 84 J Jes J2 J5 J lol Figure 1 3 Busy Lamp Field Toolbar Figure 1 4 Trunk Toolbar Figure 1 5 Audio Settings Toolbar FT R g Figure 1 6 Audio Control Toolbar 1 8 Issue 2 February 2003 Using the Softconsole Menu Bar TA ape oer GHI WL Hho PARS tuy wee x 0 Figure 1 7 Dial Pad Toolbar DIRECTORY PLEASE ENTER NAME Figure 1 8 Display Messages Toolbar CLA REEE Figure 1 9 Directory Toolbar i normal cov msg rt delete msg call disp date time Figure 1 10 Display Toolbar Issue 2 February 2003 1 9 Getting Started 1 10 split btn view group sel directory J hold atd qcalls atd gqtime lwe store lwe cancel Figure 1 11 A Sample Feature Toolbar The System Settings option allows you to e
70. ervised 3 15 transferring calls announced 3 17 Auto Transfer 3 16 supervised 3 17 troubleshooting 4 1 4 2 trunk access code 3 12 Trunk buttons 1 18 Trunk Group Busy Warning indicators 4 7 4 14 Trunk Group in use 1 18 Trunk Group Select button 3 13 transfer calls 3 20 trunk group status 4 14 Trunk Group warning 1 18 trunk identification 4 15 Trunk Identification feature 4 7 trunk status indicators 1 18 Trunks menu 1 11 Trunk to Trunk Transfer feature 3 21 3 22 Tuning Wizard 1 24 typedown search 2 4 IN 4 Issue 2 February 2003 U unsupervised transfer 3 15 user password 1 28 V View menu 1 7 1 10 Audio control options 1 24 Restore default view option 1 22 System Settings option 1 23 View option 2 8 volume adjustment 1 23 volume control 1 10
71. es the call press F10 Cancel to reconnect to the caller Tell the caller that the called party is unavailable and take a message if appropriate Then press F9 Release to disconnect the call Ifthe line is busy or there is no answer press F10 Cancel The call progress tones stop and you are reconnected to the caller Tell the caller that the called party is unavailable and take a message if appropriate Then press F9 Release to disconnect the call 3 24 Issue 2 February 2003 Transferring a Call Answering a Returning Call in a CAS Environment To answer a returning call that was previously transferred 1 2 Press F4 Pickup on the associated call appearance Report to the caller lf the calling party still wants to wait Go to Step 3 Ifthe calling party wants to be connected to another extension go to Step 4 Press F9 Release The call is transferred again Dialing is unnecessary gt NOTE You must redial if the previously transferred call was directed to a single line telephone Press F10 Cancel You can now transfer the call to another extension Issue 2 February 2003 3 25 Handling Calls with Softconsole Splitting a Call 3 26 The Attendant Auto Manual Splitting feature lets you temporarily disconnect from a caller place a call to another party and then connect the two parties together gt NOTE The Attendant Auto Manual Splitting feature is not ava
72. ess F9 Release February 2003 Transferring a Call Transferring Calls in a CAS Environment You can transfer CAS calls to an extension or external telephone number at the branch using the procedures provided in this section As you perform these procedures keep in mind that you can use several additional features For example to speed the dialing procedure when transferring a CAS call you can use the following features Abbreviated Dialing Attendant Direct Trunk Group Selection Directory Hundreds Group button and associated Busy Lamp Fields gt NOTE The Busy Lamp Fields do not indicate busy extension numbers at the branch locations Facility Busy Indication While transferring a CAS call you may also use branch features such as Code Calling Access and Loudspeaker Paging Access Transferring CAS Calls to the Originating Branch To transfer a CAS call to the originating branch 1 2 Answer the incoming call Press F5 Transfer and listen for dial tone from the branch location A CAUTION Do not go to the next step until you hear dial tone The call will not go through if you dial the number before you hear dial tone Enter the extension gt NOTE If the Auto Transfer feature is enabled the call is transferred automatically Issue 2 February 2003 3 23 Handling Calls with Softconsole 4 When the called party answers announce the call and do one of the following Ifthe called
73. for emergency calls to be placed to you automatically by the system or dialed by system users and allows such calls to receive priority handling Emergency feature button The administered feature button that turns pink when an emergency call is placed to you F Facility Busy Indication The Avaya server feature that provides a visible indication of the active busy status of a particular trunk group or extension Facility Test Call The Avaya server feature that allows authorized personnel to place test calls to specific trunks touch tone receivers time slots and system tones feature buttons The administered buttons that access an Avaya server feature Click the button to perform the associated task The feature buttons required on every Softconsole are Split Hold Forced Release Position Busy and Night Service G Group Select Feature A feature button that enables the console to monitor additional groups of extensions on the BLF GL 6 Issue 2 February 2003 Glossary H hold timer When a call is on hold the hold timer on the call appearance displays the number of minutes and seconds the call in on hold hot key A keyboard accelerator that is a key combination such as ALT D that allows you to access partic ular Softconsole features or directories or to perform certain tasks quickly Hot keys are pro grammed by your Softconsole administrator Hundreds Group button The administered button that allows you
74. fy the system manager immediately of any indication of link trouble Four feature buttons can be administered to function as hardware alarm indicators for users associated with server maintenance or for users who monitor system performance A PMS Printer Alarm feature button is displayed in green when the PMS printer interface has a problem An Auto Wakeup Alarm feature button is displayed in green when the interface to the PMS Auto Wakeup printer has a problem A CDR 1 Failure In feature button is displayed in green when its interfaces to the primary SMDR output devices have a problem A CDR 2 Failure in feature button is displayed in green when its interfaces to the secondary SMDR output devices have a problem Issue 2 February 2003 Troubleshooting Server Problems Server Troubleshooting Features You can use the following features to perform simple trouble isolation and analysis of problems Automatic Circuit Assurance Used for monitoring possible trunk failures Busy Verification of Telephones and Trunks Used for placing test calls a DCS Busy Verification of Telephones and Remote Trunks Used for placing test calls to remote telephones and trunks on the DCS link a Trunk Group Busy Warning Indicators to Attendant Used to provide an indication of trunk usage a Trunk Identification Used to specifically identify the trunk where a problem is occurring Automatic Circuit Assurance AC
75. ilable in the CAS environment Follow the procedures in Transferring Calls in a CAS Environment later in this manual When the Split feature button is administered you use this feature to transfer an incoming call to an outside number Splitting allows you to join the first and second parties in a three way connection from which you can later drop out This feature is activated automatically when you answer an incoming call and do one of the following Click the Transfer button or press F5 Transfer to transfer the call Click a Hundreds Group button and Busy Lamp Field Click a Trunk Group button Dial a number using the dial capabilities of the Softconsole Directory feature While the caller is split from the console the Split feature button is displayed in green The split condition is canceled and the Split feature button is displayed in gray when you do one of the following Press the Transfer button or press F5 Transfer to finish connecting the first party to the second party and to disconnect the console Click the Split feature button to establish a three way connection with you the first party and the second party If the second party has dropped off the call Softconsole automatically cancels the split and returns you to the other caller Click the Cancel button or press F10 Cancel to cancel the outgoing call attempt and reconnect you to the first party Click the Forced Release feature button
76. ile active on a call explain that you are placing the call on hold 2 Select an available call appearance in one of the following ways Press F4 Pickup Press ALT and the key 1 to 6 corresponding to the appropriate call appearance Click on any part of the call appearance except the information button or comment area 3 Answer or place a call 3 8 Issue 2 February 2003 Holding a Call Using Remote Hold in a CAS Environment When a CAS caller wants to wait put the call on Remote Hold not Hold to free the console and RLT for other calls To put the current CAS call on Remote Hold at the originating branch location 1 Press F5 Transfer on the associated call appearance 2 Enter the Remote Hold feature access code as administered at the originating branch location 3 When you hear the Remote Hold confirmation tone press F9 Release The call is released from the console To answer a returning call that was previously put on Remote Hold 1 Press F4 Pickup on the associated call appearance 2 Report to the caller Ifthe calling party wants to continue to hold reactivate Remote Hold by entering the Remote Hold feature access code Ifthe calling party wants to be connected to another extension go to Step 3 3 Press F10 Cancel You can now transfer the call to another extension Issue 2 February 2003 3 9 Handling Calls with Softconsole Making a Call You can make
77. indicates an invalid extension Press F9 Release to release the call then try again Ifthe call bar shows TERMINATED and you hear ringback tone this indicates the called extension is idle and ringing Verification was successful Talk to the called party or press F9 Release to release the call If the call bar shows ALL MADE BUSY and you hear reorder tone this indicates that all hunt groups members have activated the Make Busy feature Press F9 Release to release the call then try again later Ifthe call bar shows DENIED and you hear reorder tone this indicates that all hunt group members are active on a call Press F9 Release to release the call then try again later Ifthe call bar shows OUT OF SERVICE and you hear reorder tone this indicates a trouble condition at the hunt group Press F9 Release to release the call then report the out of service condition to the appropriate personnel Issue 2 February 2003 4 9 Troubleshooting 4 10 To busy verify a trunk 1 2 Click Busy Verify Do one of the following to place a call Press F3 New Press ALT and the key 1 to 6 corresponding to an available call appearance Click anywhere on the call appearance except the information button or comment area 3 Dial the desired trunk access code or click the desired Trunk Group button Do one of the following If you hear dial tone go to Step 5
78. information in a Softconsole directory If you have been assigned permission to do so you can add modify view and delete individual entries in any Softconsole directory gt NOTE You cannot modify the information in an LDAP view Adding an Entry To add an entry to the Softconsole directory 1 2 3 4 Do one of the following a Select Add from the Directory menu Click the Add button on the Directory toolbar The Add Directory Entry dialog box is displayed and the first field is active Type the information required for this field then press TAB The cursor moves to the next field Repeat Step 2 until all of the necessary information has been entered for this record To save this new entry press ENTER Modifying an Entry To modify an entry in the Softconsole directory 1 Locate the entry you want to edit See Searching for Information in a Softconsole Directory on page 2 3 Do one of the following a Select Modify from the Directory menu a Click the Modify button on the Directory toolbar The Modify Directory Entry dialog box is displayed Edit the appropriate information You can use the standard Windows editing features to add change or delete information in any displayed field To save this modified entry press ENTER 2 6 Issue 2 February 2003 Maintaining the Information in a Softconsole Directory Making Notes About an Entry To make notes about an entry if a
79. ing trunk calls to designated extensions whenever the system is placed in Night Service No Answer Timer The Timing feature that increments a delay threshold count when a call to the attendant has not been answered within a predefined length of time Notepad If the Notes field is administered for the Softconsole directory you can make notes related to a spe cific directory entry These notes may contain information about the individual s vacation or travel status about the hours when this person can be reached and so forth The information is saved with the associated directory entry until it is overwritten or deleted by you or another attendant P Party A general term for individuals who are placing or receiving calls at server extensions or external telephones Pickup Indicator A heavy border that outlines the call appearance associated with a call that will be answered when you press F4 or click on the Pickup button Position Available A state indicated by a console lamp in which the console is ready to receive a call that is no calls appear on the console the Position Busy button is not turned on and a Day only console in not in Night Service Mode R Remote Hold A feature used by CAS attendants that allows a call to be held at the branch location remote maintenance site A remote site to which system alarms are sent automatically Remote Trunk Group buttons Administered feature buttons that allow the attenda
80. ion in a Softconsole Directory When the focus is on the directory display area you can search for a person ina Softconsole directory by selecting a search field and then typing the information you want to match To search for an entry in a Softconsole directory 1 In the Search By box locate and click on the field name that corresponds to the type of search you want to perform You can select from any field in the directory that your administrator has enabled as a search criterion Inthe Search For box type the string of text that you want Softconsole to locate gt NOTE If you are using an LDAP view the Search button appears when you type information in the Search For box The Search button indicates that Softconsole is in quick search mode By default Softconsole is in quick search mode when you open an LDAP view You must click the Search button to start the search The Search button will appear only if the number of records contained in the LDAP view exceeds the maximum number of display records specified in MasterDirectory Softconsole locates the first record that matches the information you have entered thus far If the number of matches exceeds the maximum number of display records specified in MasterDirectory for the LDAP view a message will appear stating that you must refine the search If the search could not find a match in the LDAP view a message stating that no matches were found will
81. irectory information from the Avaya Toolbar server 4 Toolbar area Contains the Directory toolbar Depending on the mode that is DPC or IP this area may contain CallMaster VI or IP volume control and IP control toolbars Directory panel Contains a vertical display of icons that correspond to directories available to you Directory display Displays entries for the active directory with the selected entry highlighted Call appearance area Displays call appearances with information about each call which can include call identifier text call state and timer Second Party name field an information button and a comment area See Figure 1 2 Action toolbar Displays the buttons corresponding to the call handling options available to you on the current call such as Transfer Hold Release etc Note If you already use PC Console you should read the description of the Action toolbar buttons see Chapter 3 carefully Some buttons and call handling procedures provided by Softconsole differ from those you use with PC Console Status bar Provides feedback information at a glance including alarms and an attendant queue indicator 10 Display Toolbar Contains the administered display buttons 11 Feature buttons Correspond to the administered feature buttons on a hardware console 12 Direct Extension Select Busy Lamp Field DXS BLF Corresponds to the same area on
82. ize DXS BLF You can resize the DXS BLF area horizontally to make it narrower or wider by clicking on and dragging the vertical bar that borders the DXS BLF and the directory display areas You can also hide or show the DXS BLF display by selecting the Busy Lamp Field option on the View menu Dialpad You can click on the dialpad display and drag it to another area including outside the application window You can also hide the dialpad display by selecting the Dialpad Toolbar option on the View menu Toolbars You can relocate the console display display and feature toolbars Trunk control bar and Directory toolbar You can even move them to a location outside the application window Display box text You can turn off the display of messages from the Avaya server for example Integrated Directory information in the Display Messages toolbar which is located at the top of the Softconsole window To do so select the Display Messages Toolbar option on the View menu Your changes are saved automatically when you exit your Softconsole session When you log into Softconsole again the saved window appearance will be restored If you do not want these changes saved select the Restore default view option on the View menu to return the Softconsole window to its default appearance gt NOTE If you are not required to log into Softconsole the last saved window appearance is presented when you begin your Softconsole session Issu
83. le to communicate with the Avaya server display buttons The administered buttons that access a display function Click the button to perform the associated task The display buttons required on every Softconsole are Normal and Next The Next button is not required if you are not using the Integrated Directory feature Distributed Communications Protocol DCP A specific type of communications protocol used by the Avaya server associated with Softconsole When this protocol is used additional hardware such as the CallMaster VI is required to connect the Softconsole computer the telephone and the Avaya server Distributed Communications Service DCS A configuration of 2 to 20 private servers that are interconnected These systems may be in differ ent geographic locations Diversion features Any server features which when activated cause the call to alert to a point different from the dialed station Don t Split The Avaya server feature that temporarily disables Auto Start and sends DTMF Issue 2 February 2003 GL 5 Glossary DXS BLF Direct Extension Select Busy Lamp Field A Softconsole window component consisting of tabs Each tab contains a grid of 100 cells that correspond to administered extensions in the server Each cell can display information about a single extension and can be selected to dial the associ ated extension number E Emergency Access to the Attendant The Avaya server feature that provides
84. llow you to perform several Softconsole directory functions including Searching for information in a directory Placing a call from a directory Adding changing and deleting individual entries that are stored in a directory Making note entries to a directory Sending email from the directory Viewing the line status associated with a directory entry Issue 2 February 2003 2 1 Using the Softconsole Directories Selecting a Softconsole Directory To access a Softconsole directory do one of the following a Click the icon associated with the directory Access the Directory menu Then press the up and down arrow keys to move within the Directory names listed in the menu Press ENTER to open the selected directory Access the Directory menu Then select the directory and press ENTER gt NOTE If you are using an LDAP view keep in mind the following information a If the number of records contained in the LDAP view is greater than the maximum number of display records specified in MasterDirectory you will see a blank directory when you open the LDAP view f connectivity is lost to the LDAP server you will receive an error message when a directory related action occurs for example you try to make a call from the LDAP view or you receive a call and the LDAP view is the default directory 2 2 Issue 2 February 2003 Searching for Information in a Softconsole Directory Searching for Informat
85. lor of Display Buttons in Lamp State of Display Buttons Softconsole on the Console Gray Off Green On Yellow Flash Red Broken Flutter Issue 2 February 2003 1 17 Getting Started Using the Trunk Buttons Trunk Group buttons appear on the left side of the control toolbar You can place a call on a specific trunk by selecting its corresponding button and dialing the telephone number Note that these buttons reflect trunk status including m Trunk Group in use This state is indicated when at least one trunk in the group is in use m Trunk Group warning This state is indicated when the number of trunks in the group in use has reached a threshold administered at the Avaya server Attendant control This state is indicated when you have taken control of the Trunk Group When the trunk is under attendant control all outgoing calls placed on the trunk are diverted to you 1 18 Issue 2 February 2003 Viewing the Status Bar Viewing the Status Bar The bottom portion of the window contains the Status bar It provides feedback information a The Display box is located on the left side of the Status bar By default it reminds you to press F1 to get online help As you move the cursor over particular elements of the Softconsole window the corresponding Help Tip is also shown in the Display box a The Attendant Queue Indicator AQI is located to the right of the Display box The purpose of the indicator is to k
86. menu Click the Delete button on the Directory toolbar A message box asks for confirmation of this deletion 3 Press ENTER or click the Yes button Issue 2 February 2003 2 7 Using the Softconsole Directories Viewing Information The directory display area generally presents first name last name and phone number fields If you want to see all the information about an entry including email address and any notes you can open the detailed record associated with that entry using the View option Using the Show details option you can choose to keep a fixed display box open so that you can view detailed information at all times This display box remains open and as you advance through directory entries the detailed information for each entry populates the fields in this box Viewing the Detailed Record for an Entry To view all the information related to an entry 1 Locate the entry for which you want to see complete information See Searching for Information in a Softconsole Directory earlier in this chapter 2 Do one of the following Select View from the Directory menu Click the View button on the Directory toolbar A dialog box shows all information including notes for the selected entry 3 To close the box displaying the current record press ENTER Displaying the Detailed View of Entries 2 8 To open a fixed display box showing the detailed record for each entry as it becomes highlighted
87. minder tone will sound You may be unable to receive new calls until you retrieve this call Holding the Current Call To hold the current call press F8 Hold on the call appearance Making Comments about a Held Call You can make and edit comments about a held call using the comment area of the associated call appearance Click on the comment area of the call appearance to enter a comment or edit an existing comment To exit the comment area click outside the comments area on the call appearance gt NOTE When you click on the comment area of the call appearance associated with the held call you do not retrieve the held call Similarly you do not lose an active call associated with another call appearance when you click on the comment area of the call appearance associated with the held call Issue 2 February 2003 3 7 Handling Calls with Softconsole Retrieving a Held Call To retrieve pick up a held call do one of the following Press F4 Pickup on the call appearance Press ALT and the key 1 to 6 corresponding to the appropriate call appearance a Click anywhere on the call appearance except the information button or comment area Working with the Auto Hold Feature If your system administrator has enabled the Auto Hold feature of the server you do not need to place an active call on hold before picking up or placing another call To place a call on hold when the Auto Hold feature is enabled 1 Wh
88. more than two trunks are on a call The following procedure assumes that you are on an active call however the Identify Trunk feature button can be used while a trunk is being accessed while digits are being outpulsed on a trunk or during the intervals that occur between digit outpulsing To identify the specific trunk being used on a call 1 Click Identify Trunk 2 Report the trunk problem and all available identification information to the server system manager or other appropriate maintenance personnel Issue 2 February 2003 4 15 Troubleshooting 4 16 Issue 2 February 2003 a Glossary A Abbreviated Dialing The Avaya server feature that provides a mechanism for storing and recalling numbers used to place calls and activate features This feature reduces the number of keystrokes required for dial ing AD feature buttons The administered Abbreviated Dialing feature buttons that allow one button dialing of selected numbers or access to Abbreviated Dialing lists Administration Without Hardware AWOH The Avaya server feature that provides the ability to administer station forms without specifying a port location Such stations are referred to as phantoms and do not generate alarms and errors when the station is translated but not yet installed Alarm Indicator The indicator that appears at the bottom of the Softconsole window when an Avaya server problem is detected Alarm Reported Indicator The indicat
89. n IP mode without closing Softconsole 1 Be sure that no calls appear on the console 2 From the File menu click Log In A submenu appears 3 Click Log Off gt NOTE If the console detects any calls in progress a warning dialog box is displayed Click the Cancel button to return to your Softconsole session without disconnecting the calls 1 30 Issue 2 February 2003 Using the Softconsole Directories Overview Softconsole provides a Directory feature to make locating and communicating with members of your organization and other business associates convenient Your Softconsole environment can support several directories During the installation and administration of Softconsole your Softconsole administrator creates these directories which are databases that contain information about members of your organization and your business associates For example a database can contain each person s first and last names extension number and other pertinent information Depending on the privileges your Softconsole administrator assigns to you and other attendants Softconsole allows all console attendants to share this information You can use this information to locate individuals searching for them by any field including first name last name phone number email address if available and the notes entry You can also initiate a call or send email to any directory entry with just a click The procedures in this chapter a
90. n the directory panel a vertical list on the left side of the Softconsole window See Figure 1 12 If a default directory was specified in Configuration Manager that directory will be used to identify the called or calling parties and to display that information in the Second Party Display The default directory is identified by an icon containing a telephone and books In Figure 1 12 the Corporate directory is the default directory The default directory is also used to identify the user name associated with each extension in the Busy Lamp Field Corporate Display Features Directory Help ry ry i i lros Icom iee G A z A ke A n A eh 00 MMM 2 03 0s 05 o 07 f osf os resore Corporate ET a Ee CHE f 20 a1 22 23 24 25 25 27 28 29 EJ z 34 35 36 37 38 39 sou ao at a2 43 44 a5 46 a7 a8 49 ars so st 52 53 54 85 56 57 se sa automatic a soa eo e1 62 63 64 65 66 67 8 69 ali john 55531 o r z 73 r s 777 e 7 ienated Crile Margaret menen oof ei eaf eof es olor ef es pay 4 x so s s2 93 34 95 96 97 6 99 Attendant ph For fi Search By Last Name u Attendant 0 7 0
91. nable and disable the Auto Transfer feature When Auto Transfer is enabled you can transfer an incoming call to an extension automatically without announcing it You can also select the setting for Second Party Display Handling with this menu option gt NOTE The Debug feature available from the System Settings option is a tool for solving problems with Softconsole It is reserved for use by your Softconsole administrator and Avaya Technical Support personnel only The Dialing Properties option allows you to update area codes and required access codes that you need for making long distance calls The settings you specify determine how telephone numbers in directory entries are dialed and formatted If you make changes to the Softconsole window you can save the changes restore the standard default view or restore the saved view using options on the View menu In addition View menu options allow users in IP mode to select and configure recording and playback devices and to adjust the volume of the microphone headset or speakers that they may be using with Softconsole Issue 2 February 2003 Using the Softconsole Menu Bar Using the Action Menu The Action menu contains the options that correspond to the call handling buttons displayed in the Action toolbar The hot keys and function keys associated with each option are also displayed on this menu Using the Trunks Menu The Trunks menu allows you to view all the administere
92. nt access to remote trunk groups on the sys tem Return Call Timeout The Timing switch feature that sends a special ringing tone to the attendant when a transferred call has not been answered within a preset length of time and has returned to the console Issue 2 February 2003 GL 9 Glossary S Second Party Display The area beneath the Call Handling appearances that displays information about the called or call ing party for the currently active call Straightforward Outward Completion The Avaya server feature that allows the attendant to complete an outgoing trunk call for a tele phone user by selecting a trunk and dialing the outside number system alarms Alarms that are generated by the Avaya server and produce visible signals at the console at selected telephones and at the system equipment cabinet T Through Dialing The Avaya server feature that allows you to select an outgoing trunk for a telephone user release the call and permits the user to dial the remainder of the number Time of Day Routing The Avaya server feature that allows outgoing calls to be placed over the most economical route based on the time of day and day of week Timed Reminder The Timing feature that sends a special ringing tone to you if a call that has been on hold at the console for longer than a predefined maximum needs attention or if an extended call not answered within a predefined time period has returned to the console Tr
93. of the microphone Moving the slider to the right increases the volume of the microphone 4 Click the Close button Mute the Speakers To mute the speakers that is the headset 1 Make sure the speakers are on 2 Click the Speaker button on the Audio Control toolbar The speakers are muted To turn off the Mute feature click the Speaker button again Issue 2 February 2003 1 25 Getting Started 1 26 Adjust the Speaker Volume To adjust the volume of the speakers that is the headset 1 Make sure the speakers are on 2 Click the Volume Settings button on the toolbar The Volume and Ringer Settings dialog box appears 3 Inthe Playback area move the slider to adjust the volume of the speakers Moving the slider to the right increases the volume of the speakers 4 Click the Close button Mute the Ringer To mute the ringer for incoming calls 1 Click the Volume button on the Audio Settings toolbar The Volume and Ringer Settings dialog box appears 2 In the Ringer area click the Mute check box 3 Click the Close button Adjust the Ringer Volume To adjust the ringer volume for incoming calls 1 Click the Volume button on the Audio Settings toolbar The Volume and Ringer Settings dialog box appears 2 Inthe Ringer area move the slider to adjust the volume of the ringer Moving the slider to the right increases the volume of the ringer 3 Click the Close button Play Ringing Through the Internal PC
94. ondition exists Issue 2 February 2003 4 5 Troubleshooting Optional Alarm Lamps 4 6 The Alarm indicator does not distinguish between major and minor alarms If this information is pertinent a Major Alarm feature button should be administered on the console This feature button will be displayed in white when a major alarm problem exists If the Alarm indicator is displayed and the Major Alarm feature button is displayed in green this indicates a major alarm If only the Alarm indicator is displayed this indicates a minor alarm Other feature buttons can be administered as trouble indicators for links between the server and peripheral support equipment or to indicate problems at other sites A Link Failure feature button is displayed in white to indicate major minor and warning alarms In systems with the Hospitality Services package a PMS Link Failure feature button is displayed in white to indicate trouble in the link between the server and the customer supplied Property Management System You can cause the white Major Alarm feature button to go gray by clicking that button If the trouble is cleared before system maintenance detects it again the feature button remains gray Feature buttons administered for the Facility Busy Indication feature remain white as long as the links are active but go gray if a link fails The server does not report link failures to the remote maintenance organization The attendant must noti
95. only gt NOTE If you want to use a seven digit dialing plan for internal calls you can configure this setting in the Softconsole Configuration Manager To configure the dialing properties 1 From the View menu select Dialing Properties The Phone And Modem Options window appears 2 Enter the appropriate dialing information for your system and area Refer to Microsoft Windows Help for information gt NOTE These are the dialing properties for the server you are connected to not your home phone These are the minimum fields that you need to fill in a Country region area code Some countries will need to set area code rules For local calls dial For long distance calls dial usually the same number as the local access number When you dial a number from a Softconsole directory entry the number will be formatted based on the information configured on the computer in the Phone and Modem Options window For example if your configuration is as follows Area Code 303 m To access an outside line for local calls dial 9 To access an outside line for long distance call dial 9 Issue 2 February 2003 Setting the Dialing Properties The following table shows how numbers are formatted and dialed Table 2 1 User Enters Formatted Number Number Dialed 5551212 1 303 555 1212 9 555 1212 85571 85571 85571 8005551212 1 800 555 1212 9 1 800 555 1212 61295551212 6 129 555 1212 9011
96. onsole in IP mode in the Road Warrior configuration that is voice over IP mode Audio Settings Toolbar The Audio Settings Toolbar enables you to modify the audio options for Avaya iClarity IP Audio mute the speakers of the headset adjust the volume of the speakers m specify whether you want to hear your voice in your headset mute the microphone of the headset adjust the volume of the microphone mute the ringer adjust the ringer volume m specify whether you want the ringer to play through the internal PC speaker a runthe Tuning Wizard which helps you configure Avaya iClarity IP Audio Issue 2 February 2003 Customizing the Softconsole Interface Figure 1 18 shows the Audio Settings toolbar Figure 1 18 Audio Settings Toolbar gt NOTE The Audio Settings toolbar is only enabled when you use Avaya Softconsole in IP mode in the Road Warrior configuration that is voice over IP mode Mute the Microphone To mute the microphone of the headset 1 Make sure the microphone is on 2 Click the Microphone button on the Audio Control toolbar The microphone is muted To turn off the Mute feature click the Microphone button again Adjust the Microphone Volume To adjust the microphone volume of the headset 1 Make sure the microphone is on 2 Click the Volume button on the Audio Settings toolbar The Volume and Ringer Settings dialog box appears 3 Inthe Record area move the slider to adjust the volume
97. or that appears at the bottom of the Softconsole window that indicates a detected Avaya server problem was reported to the maintenance organization Alerting Timer The Avaya server feature that terminates a held or unanswered call on a call appearance when the call has not been answered within a predefined length of time AQI Attendant Queue Indicator This Softconsole window component keeps you informed of calls wait ing to be answered Located in the status bar the AQI shows the number of calls in the queue and the number of minutes the oldest call has been waiting Attendant Auto Manual Splitting The feature that lets you temporarily disconnect from a caller place a call to another party and then connect the two parties together Attendant Call Waiting The Avaya server feature that allows a call transferred from the console to a busy single line tele phone inside the system to wait at the called telephone Attendant Conference The Avaya server feature that allows you to arrange a conference call with as many as five confer ees Attendant Control of Trunk Group Access The Avaya server feature that allows you to control access to as many as twelve trunk groups loudspeaker paging zones or code calling zones per console Calls from system users to the trunk group under attendant control redirect to an attendant console Issue 2 February 2003 GL 1 Glossary Attendant Direct Trunk Group Selection The Avaya server feature that
98. ormation button labeled i is displayed to the right of the Second Party Name area on the call appearance You can click on this button to access a read only dialog box containing all the information available in Softconsole for this person However the selected extension must have a corresponding record in the default directory and the telephone number for that extension located in the Phone Number field must be mapped to Switch Phone in the MDAccess Settings dialog box in MasterDirectory Consult your Softconsole administrator for more information To view the information for the selected party 1 Do one of the following Press ALT I Click on the Information button A dialog box opens displaying all the information available in Softconsole for this person 2 To close the dialog box press ENTER or click the OK button Viewing Information from the DXS BLF 3 28 While you are handling calls from the DXS BLF you can quickly access the directory record including the name and any notes for an extension However the selected extension must have a corresponding record in the default directory and the telephone number for that extension located in the Phone Number field must be mapped to Switch Phone in the MDAccess Settings dialog box in MasterDirectory Consult your Softconsole administrator for more information To view the directory record for a particular extension 1 Right click on the DXS BL
99. party accepts the call press F9 Release to complete the transfer lf the called party declines the call press F10 Cancel to reconnect to the caller Tell the caller that the called party is unavailable and take a message if appropriate Then press F9 Release to disconnect the call Ifthe line is busy or there is no answer press F10 Cancel The call progress tones stop and you are reconnected to the caller Tell the caller that the called party is unavailable and take a message if appropriate Then press F9 Release to disconnect the call Transferring CAS Calls to Other Branches To transfer a CAS call to a branch other than the originating branch 1 Answer the incoming call 2 Press F5 Transfer and listen for dial tone from the branch location A caution Do not go to the next step until you hear dial tone The call will not go through if you dial the number before you hear dial tone a If your company locations do not have a universal dial plan UDP dial the trunk access code for the requested branch location as administered at the originating branch 4 Enter the extension number at the branch gt NOTE If the Auto Transfer feature button is enabled the call is transferred automatically 5 When the called party answers announce the call and do one of the following Ifthe called party accepts the call press F9 Release to complete the transfer lf the called party declin
100. sage if appropriate Then press F9 Release to disconnect the call Issue 2 February 2003 3 19 Handling Calls with Softconsole Transferring an Inside Call Using the Trunk Group Select Button 3 20 To transfer a call from an inside extension to an external telephone number using the Trunk Group Select button 1 2 Answer the incoming call Before attempting the transfer verify that the outgoing call is allowed in your environment Tell the caller that you are going to break the connection temporarily while you start the outbound call Press F5 Transfer Click on the appropriate Trunk Group Direct Select button or select the appropriate trunk group from the Trunk menu Enter the external telephone number When the called party answers announce the call and do one of the following Ifthe called party accepts the call press F9 Release to complete the transfer lf the called party declines the call press F10 Cancel to reconnect to the caller Tell the caller that the called party is unavailable and take a message if appropriate Then press F9 Release to disconnect the call Ifthe line is busy or there is no answer press F10 Cancel The call progress tones stop and you are reconnected to the caller Tell the caller that the called party is unavailable and take a message if appropriate Then press F9 Release to disconnect the call Issue 2 February 2003 Transferring
101. so return to a CAS console if they are not answered within a predetermined time Issue 2 February 2003 1 3 Getting Started 1 4 The following features and procedures are affected by the CAS environment Attendant displays and audible alerts tones Answering calls Dialing methods Placing calls on Hold and Remote Hold Transferring calls to the originating branch and to other branches These differences in feature operation and procedures are discussed throughout this guide In addition refer to the Avaya Softconsole Release 1 5 Attendant System Features Guide for more information about the impact that your system environment may have on specific features of Softconsole Issue 2 February 2003 An Overview of the Softconsole Window An Overview of the Softconsole Window Softconsole consolidates the tools you may already use including your telephone system hardware console for call handling and your personal computer for email and online personnel directory information With Softconsole you can now access any of these tools with a keystroke or click of the mouse at your computer When you first log into a Softconsole session you see the Softconsole window with the standard default appearance A sample is shown in Figure 1 1 Notice that this display resembles typical commercial applications such as Microsoft Outlook including the menu bar and toolbars that operate in the same way And you can rearrange and
102. sole administrator See the table summarizing hot key assignments provided in the Avaya Softconsole Release 1 5 Quick Reference Function Key Action toolbar button menu option F3 New F4 Pickup F5 Transfer F6 Conference F7 Add F8 Hold F9 Release F10 Cancel F11 End Conf End Conference gt NOTE These function keys correspond to the buttons shown on the Action toolbar and to the options available on the Action menu in the Softconsole window During certain call handling operations additional buttons are enabled For example after you initiate a conference call an Add button F7 is enabled The End Conf button corresponds to the Forced Release button provided by the PC Console application When the Conference feature is enabled you use the End Conf button to remove all participants from the conference call Entering Numbers When you want to enter a telephone number from your computer keyboard you must use the dialpad keys on your keyboard gt NOTE You cannot use the number keys that appear above the alphabet keys on your keyboard to enter a telephone number 3 2 Issue 2 February 2003 Answering a Call Answering a Call When an incoming call arrives your Softconsole will display information about that call The information that you actually see depends upon the configuration of your system and Softconsole s previous call handling status gt N
103. t you can access via Softconsole identifying the users who are authorized to access Softconsole and specifying how the buttons are configured at the server by configuring them the same way within the Softconsole software GL 4 Issue 2 February 2003 Glossary Console Alarm Indicators The built in alarm lamps that indicate major and minor troubles on the Avaya server Feature but tons on the console can also be administered as alarm indicators to identify more specific problem conditions Consult The Avaya server feature option that allows you to talk with the called party after you answer a redi rected call Controlled Restrictions The Avaya server feature that allows you to activate or deactivate the restrictions for individual tele phones or groups of telephones on a COR basis Coverage Callback The Avaya server feature that allows you to leave a callback message for the called party after you answer the redirected call D Direct Department Calling DDC An Avaya server feature that allows direct inward access to an answering group other than the attendant even if the system does not have the DID feature Direct Inward Dialing DID The Avaya server feature that connects calls from the public network directly to the dialed exten sion without assistance from you Directory administration The procedures that the Softconsole administrator uses to define and later identify the database information required by Softconso
104. tch the keystrokes If the sort is by ascending order the first matching record appears at the top of the directory entry grid For example Softconsole could return these entries with the first entry highlighted Andrea Adams Elizondo Adams Marcel Adabo Thomas Addams 3 If you want to refine your search continue typing As you enter additional keystrokes and pause Softconsole refines the search and displays the first entry that matches all the keystrokes you entered gt NOTE If you press a key for which there is no matching record the selected record remains and Softconsole plays a brief error tone Issue 2 February 2003 Making a Call from a Softconsole Directory Making a Call from a Softconsole Directory To make a call from a Softconsole directory 1 Locate the person you want to call See Searching for Information in a Softconsole Directory on page 2 3 When Softconsole locates the directory entry perform one of the following steps m Press ENTER Double click on the record a Click the Dial button in the Detailed View area gt NOTE You can also press SHIFT ENTER to dial the extension However this action will disable the Auto Transfer feature if enabled Softconsole dials the extension Issue 2 February 2003 2 5 Using the Softconsole Directories Maintaining the Information in a Softconsole Directory Refer to the following procedures to maintain the
105. to the conference call the call appearance indicates the number of participants on the call You can initiate a conference call for an incoming or outgoing call however after the Attendant Conference feature is selected all other calls added to the conference must be outgoing gt NOTE The Attendant Conference feature is unavailable in the CAS environment To set up a conference call 1 Answer or place the call that is to be conferenced with the other participants 2 Press F6 Conference The Add button becomes enabled on the Action toolbar 3 Enter the telephone or extension number 4 Do one of the following lf the person has answered your call and you are ready to add this person to the conference press F7 Add lf the person does not answer your call or does not wish to join the conference call press F10 Cancel 5 If you want to add another person to the call repeat this procedure from Step 3 Removing Yourself from a Conference Call You can remove yourself from a conference call without affecting the other participants on the conference call To remove yourself from a conference call press F9 Release on the call appearance associated with the conference call The call is removed from your display but continues undisturbed for the remaining participants Issue 2 February 2003 3 5 Handling Calls with Softconsole Ending a Conference Call 3 6 When you end a conference call the
106. try by clicking ALT S The background color of the directory entry displayed changes to reflect the color in the BLF cell corresponding to this extension See Chapter 2 for detailed information and procedures Using the DXS BLF Display This area of the Softconsole window corresponds to the same area on a hardware console From this area you can select a Hundreds Group tab and a Left click on a cell to dial its associated extension gt NOTE Busy extensions appear in dark blue and idle extensions appear in light blue Amber indicates the called extension is idle but has its Send All Calls SAC feature enabled If you are working in a DCS environment or an environment in which the CAS feature is enabled keep in mind that the Busy Lamp Fields do not indicate busy extension numbers at the branch locations a Right click on a cell and a dialog box opens displaying the name of the person at the extension and detailed information for this directory entry The name of the person and the detailed information for this directory entry will appear only if both of the following conditions exist adefault directory was specified for you in the Softconsole Configuration Manager arecord for this extension exists in your default directory Issue 2 February 2003 1 13 Getting Started Using the Call Handling Area You use this area of the Softconsole window to answer place hold transfer conference and release calls You
107. u must use the numeric keypad on your computer keyboard Figure 1 15 Keyboard Figure 1 15 Numeric Keypad on Computer Keyboard When using Avaya server features that require you to enter alphanumeric data such as Integrated Directory feature and the Auto Wakeup feature you must enter the alphanumeric data via the numeric keypad the same way you would use the dial pad on your telephone For example if you wanted to enter A you would press the 2 button on the numeric keypad On the dial pad of your telephone the 2 button is used to enter the letters A B and C the 3 button is used to enter the letters D E and F and so on Issue 2 February 2003 1 21 Getting Started Customizing the Softconsole Interface You can change the Softconsole interface to reflect your personal preferences The changes you make can be saved so that you see them each time you log into a Softconsole session Changing the Softconsole Window Appearance 1 22 You can change the size of the Softconsole window in the same way that you do typical Windows application windows In addition to changing the size and placement of the entire window you can rearrange and resize individual window components Call appearance area You can change the size of this area vertically by clicking on the appropriate border and dragging it to an allowable s
108. unk Answer From Any Station TAAS An Avaya server feature that allows a station user to dial an access code an answer calls that are usually directed to you Trunk Group Busy Warning Indicators to Attendant The Avaya server feature used to provide an indication of trunk usage Trunk Group buttons The administered buttons that allow you to select an outgoing trunk group They can also be used to select a code calling or loudspeaker paging zone Trunk Identification The Avaya server feature used to specifically identify the trunk where a problem is occurring Trunk to Trunk Transfer The Avaya server feature that allows you to originate two outgoing trunk calls and connect them GL 10 Issue 2 February 2003 Glossary U Uniform Call Distribution UCD An Avaya server feature that allows direct inward access to an answering group other than the attendant even if the system does not have the DID feature V Visually Impaired Attendant Service VIAS The Avaya server that provides voiced feedback to the visually impaired attendant Issue 2 February 2003 GL 11 Glossary GL 12 Issue 2 February 2003 Index Numerics 8411D telephone 4 2 A Abbreviated Dialing 3 23 accelerator keys 1 20 access code 4 4 Action menu 1 11 Action toolbar 1 15 alarm indicator 1 19 4 5 alarm indicators 4 5 alarm lamps 4 6 Alarm Reported indicator 1 19 4 5 announcing calls 3 17 area codes 4 4 Atten
109. verview of the Softconsole functions and window and describes the window components This chapter also contains the procedures you need to access Softconsole operations and to customize the Softconsole window Chapter 2 Using the Softconsole Directories contains an overview of the Softconsole directory functions as well as instructions to search call and update information for any person listed in a Softconsole directory It also includes procedures for sending email from the directory Chapter 3 Handling Calls with Softconsole contains an overview of Softconsole call handling operations as well as complete instructions to answer place hold transfer conference and release calls It also includes instructions for typing notes while you are active on a call Chapter 4 Troubleshooting contains procedures to help you resolve problems and respond to error messages that you may encounter while using Softconsole A Glossary is provided at the back of this guide Issue 2 February 2003 vii About This Document Conventions Used in This Manual The following conventions are used in this manual The keyboard or the mouse can be used to accomplish most tasks in Softconsole a Information in bold type characters such as F9 Release represents a keyboard option button or indicator on the Softconsole window m In many instances you can make a selection or perform a specific task by pressing ALT an
110. y Otherwise you are responsible for reporting system generated alarms to the system manager immediately Console Alarm Indicators Your console has built in alarm lamps that indicate major and minor troubles on the server The feature buttons on the console can also be administered as alarm indicators to identify more specific problem conditions Alarm and Alarm Reported Indicators One of the two alarm indicators will appear in the Status bar of the Softconsole window They are labeled Alarm and Alarm Reported The alarm indicators are displayed only when a server problem is detected and the alarms are automatically removed when the trouble is cleared If your server includes the remote maintenance option the Alarm Reported indicator is displayed to indicate that the system has alerted the maintenance organization After the maintenance organization has been notified the maintenance organization assumes responsibility for clearing the problem If the Alarm Reported indicator is displayed for any extended length of time after the Alarm indicator appears this means that the system is unable to notify the maintenance organization The attendant must notify the system manager of this unresolved alarm condition If your server does not have the remote maintenance option the Alarm Reported indicator will not appear on the console display in the event of an alarm condition In this case you must notify the system manager that the alarm c
111. ystem Features Guide To transfer an incoming trunk call to an external telephone number 1 2 3 22 Issue 2 Answer the incoming call Tell the caller that you are going to break the connection temporarily while you start the outbound call Enter the access code for the appropriate trunk gt NOTE If you hear reorder tone the trunk is not available Click the Split feature button to reconnect to the caller and ask the caller to try again later Enter the external telephone number You can enter numbers 0 through 9 asterisk and pound To set up a three way connection that includes the console click the Split feature button before or after the called party has answers gt NOTE If you want to drop off the three way connection press F9 Release To announce the call before transferring it wait until the called party answers and notify the called party of the incoming call Do one of the following Ifthe called party accepts the call press F9 Release to complete the transfer lf the called party declines the call press F10 Cancel to reconnect to the caller Tell the caller that the called party is unavailable and take a message if appropriate Then press F9 Release If the line is busy or there is no answer press F10 Cancel You are reconnected to the caller Tell the caller that the called party is unavailable and take a message if appropriate Then pr

Avaya Softconsole Release 1.5 Attendant`s Guide

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