NEC NDA-30103-004 Bedienungsanleitung

OpenW orX BUSINESS ATTENDANT SYSTEM USER GUIDE NEC A merica, Inc. NDA-301 03-004 Revision 4.0 Novemb er , 20 01 Stock # 0 221 191[...]

LIABILITY DISCLAIMER NEC America, Inc. reser ves the right to change the s pecifications, functions, or features, at any time, without notice. NEC America, Inc. has prepared th is document for the exclusive use of its employees and customers. Th e information contained herein is the property of NEC America, Inc. and shall not be reproduced without [...]

NDA-3010 3 Revision 4 DRAFT Page i OpenWorX Busi ness Attend ant Syste m User G uide CONTENT S TABLE OF CONTENTS Page Chapter 1 - In troduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 What is the Business Att endant Syste m? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .[...]

Page ii DRAFT N DA-30103 Revisi on 4 CONTENTS Ope nWorX Business Att endant S ystem User Guide Page Holdin g C alls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Placin g a Call On Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .[...]

NDA-3010 3 Revision 4 DRAFT Page iii OpenWorX Busi ness Attend ant Syste m User G uide CONTENT S Page To Add or Modify a Speed Dial from the Speed Dial s Window . . . . . . . . . . . . . . . . . . . . . . . . 55 Deleting a Speed Dial Button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 6 To [...]

Page iv DRAFT N DA-30103 Revisi on 4 CONTENTS Ope nWorX Business Att endant S ystem User Guide Page Playing a Recorded Cal l . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90 Deleti ng Wa ve File s . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .[...]

NDA-3010 3 Revision 4 Page v OpenWorX Busines s Attendan t System U ser Guid e FIGURES LIST OF FIGURES Figure T itle Page 2-1 Line Status Wi ndow. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 2-2 Command Buttons. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .[...]

Page vi NDA-3010 3 Revisi on 4 FIGURES O penWorX Business A ttendant System User Guide Figure T itle Page 6-2 Greet ing g rou p bo x . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79 6-3 Wave Inp ut De vice di alog b ox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .[...]

NDA-3010 3 Revision 4 DRAFT Page vii OpenWorX Busines s Attendan t System U ser Gui de T ABLES LIST OF T ABLES Ta b l e T i t l e Page 1-1 Docum en t Con ven tion s . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 1-2 General Key Conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . .[...]

Page vi ii DRAFT NDA-3010 3 Revisi on 4 T A BLES Op enWorX Busine ss Attendan t System User Gu ide This Page Le ft Blank.[...]

NDA-3010 3 Revis ion 4 Page 1 OpenWor X Business Attendant Sys tem User Guide Introduction Chap ter 1 Intr oducti on The Busine ss Attend ant System Us er Guide pr ovides th e informat ion you need to work with t he Busines s Attendant Sy stem Client applica tion. Chapter T opics • Wha t is the Busi nes s Atte ndan t Sys tem? • How This Guide i[...]

Page 2 NDA- 30103 Re visi on 4 Introduction OpenW orX Business Attenda nt System User Guide How This Guide is Orga nized Chapter 1 - Introduction This chap ter ou tlines h ow to use the manu al, inc luding th e actu al manual organiz ation, cha pter layo ut, key board conve ntions, fu nction key s, and ba sic term inolo gy f or the Busi nes s Atte [...]

NDA-3010 3 Revis ion 4 Page 3 OpenWor X Business Attendant Sys tem User Guide Introduction Using Th is Gui de This guide is designed to make the attendant st ation easy to unders tand and simple to use. Th ere are e xamples o f the scr eens you wil l see in the Busine ss Attenda nt Client, with step- by-step i nstruct ions for the proce dures you n[...]

Page 4 NDA- 30103 Re visi on 4 Introduction OpenW orX Business Attenda nt System User Guide Procedures Step-by- step ins tructions a re numbered. Simply fol low the number ed steps to perfor m the des ired func tion. Sometime s in step -by-step instruc tions, you will have more t han one opt ion to comple te the ta sk. Thes e opti ons are pr esente[...]

NDA-3010 3 Revis ion 4 Page 5 OpenWor X Business Attendant Sys tem User Guide Introduction Summary of Shortcut and Function Key s Use the f ollowing ke ys in the Line Statu s window: T able 1-3 Business Attendant System Shortc ut and Function Keys T o Choose Shortcut Key Function Key Answer AL T+A None Announce Call AL T+L CTRL+F7 Dial AL T+D None [...]

Page 6 NDA- 30103 Re visi on 4 Introduction OpenW orX Business Attenda nt System User Guide Business Attendant System T erminology Abandoned P arked Caller A parked cal ler who choose s not to wait fo r the paged cal ler to res pond and ha ngs up. ANI Number Auto mati c Numb er I denti fica tion. G ener ally , the AN I Num ber l ists th e te lepho [...]

NDA-3010 3 Revis ion 4 Page 7 OpenWor X Business Attendant Sys tem User Guide Introduction Hold T ime A timer se tting t hat specifi es the amount of time the Busines s Attendant Sys tem allows a caller t o remain on hold befor e remindi ng the att endant th at the cal ler is stil l on ho ld. Link Destinati on Addr ess The IP addr ess of t he PBX r[...]

Page 8 NDA- 30103 Re visi on 4 Introduction OpenW orX Business Attenda nt System User Guide Screen ed T ra nsfer Allows th e atte ndant to p lace the caller o n consul tation h old, th en call t he destina tion party , announce the transfe r, and release fro m the call. Als o known as an Announce d Transfer . Serv er P ort The port us ed by all Bus[...]

NDA-3010 3 Revisi on 4 Page 9 OpenWorX Busines s Attendan t System U ser Gui de Getting Started Chap ter 2 Get ting Star ted Overview The Busines s Attenda nt System brings t he functio nality of an atten dant consol e to the PC. The Bus iness Atte ndant Cl ient give s you the ab ilit y to handle calls qui ckly and effi cientl y with feat ures tha [...]

Page 1 0 NDA-3010 3 Revisi on 4 Getting St arted O penWorX Business A ttendant System User Guid e Line Status Window The Line St atus windo w (Figure 2-1) is the main win dow of the Bus iness Attendan t Client a nd is used for all of the call pro cessing f unctions. This window display s the status of each loo p as wel l as the activit y that i s t[...]

NDA-3010 3 Revisi on 4 Pa ge 11 OpenWorX Busines s Attendan t System U ser Gui de Getting Started Call Menu Answer Selects the ne xt call wa iting in sequen ce from the waiting po ol (i .e., the fi rst attenda nt-speci fic cal l, a prior ity call, o r the next call in line in t he glo bal pool). You can al so perf orm this o peration with the Ans w[...]

Page 1 2 NDA-3010 3 Revisi on 4 Getting St arted O penWorX Business A ttendant System User Guid e Cancel Stops a transac tion. Use this c ommand to disconnec t from a two-p arty cal l, such as when you place an outbound cal l and want to di sconne ct, or answer a call and want to disc onnect wit hout tra nsferri ng. If the destin ation p arty does [...]

NDA-3010 3 Revisi on 4 Pa ge 13 OpenWorX Busines s Attendan t System U ser Gui de Getting Started Options Menu Preferenc es Displays the Busines s Attendant Client Opti ons dialog box where you can change the use r prefer ences. The optio ns config ured in t his dial og box are saved for eac h user, so each us er can per sonalize their sp eed dia l[...]

Page 1 4 NDA-3010 3 Revisi on 4 Getting St arted O penWorX Business A ttendant System User Guid e Commands T a b The Commands t ab contai ns the Command b uttons, t he Loop butt ons, the Sou rce and Desti nation a reas, and the Number Ent ered fi eld. (See “Command Butt ons” on page 14 an d “Loops” on p age 14 for mor e info rmat ion .) Com[...]

NDA-3010 3 Revisi on 4 Pa ge 15 OpenWorX Busines s Attendan t System U ser Gui de Getting Started The Call S tatus Ind icator s hows the st atus of t he caller . Green ind icates a n active call, while red indi cates a call t hat is on hol d. Blinki ng red si gnifies a part y tha t has been held beyond th e configur ed amount of ti me. (Refe r to t[...]

Page 1 6 NDA-3010 3 Revisi on 4 Getting St arted O penWorX Business A ttendant System User Guid e Queues T ab The Queues t ab contai ns the Queu e buttons, the Loop buttons, t he Source a nd Destinat ion area s, and the Nu mber Ente red fiel d. (See “Queues” on p age 16 for more i nformat ion.) Queues Figure 2-4 Queue Buttons The Q ue ue bu tto[...]

NDA-3010 3 Revisi on 4 Pa ge 17 OpenWorX Busines s Attendan t System U ser Gui de Getting Started Source and Destin ation Areas Figure 2- 5 Source and Dest ination Are a The Source an d Destin ation area s (Figu re 2-5) on the Line Status window are used to show who i s connect ed to the act ive loop. Th e left wi ndow shows the status of the sour [...]

Page 1 8 NDA-3010 3 Revisi on 4 Getting St arted O penWorX Business A ttendant System User Guid e Number Entered Fiel d Figure 2- 6 Number Enter ed Field The Number Ent ered field (Figure 2- 6) is wher e you ente r exte nsion number s or phone number s for processi ng calls. If you ent er a no n-numeric c haracter (exce pt # or *) i n this fi eld, [...]

NDA-3010 3 Revisi on 4 Pa ge 19 OpenWorX Busines s Attendan t System U ser Gui de Getting Started Directory Window The Direc tory window (Fig ure 2- 8) contai ns the int ernal an d external phone direct ories. Doub le-clic k an entry in the directo ry, press Enter , or drag it to t he Line Sta tus window t o place a call o r dial a transfe r desti [...]

Page 2 0 NDA-3010 3 Revisi on 4 Getting St arted O penWorX Business A ttendant System User Guid e Line Stat us Indicator If the Line Statu s Indicat or fiel d is confi gured to d isplay i n the di rectory , a telepho ne or a questi on mark can be dis played t o indicat e the st atus of that statio n when a d irectory en try i s highlig hted. The te[...]

NDA-3010 3 Revisi on 4 Pa ge 21 OpenWorX Busines s Attendan t System U ser Gui de Getting Started Speed Dials Window The Speed Dials windo w (Figure 2 -9) co ntains t he speed d ial butt ons you can use to quic kly di al anoth er par ty. To ass ociate a number with a speed di al butt on, drag an entry from the Di rectory wi ndow onto a s peed dial [...]

Page 2 2 NDA-3010 3 Revisi on 4 Getting St arted O penWorX Business A ttendant System User Guid e Running the Business Attendant Client Application Each time you work with the Busine ss Attenda nt Client , log in wit h your user ID and passwo rd. When you have finishe d using the Busine ss Attendant Client, you must e xit (o r quit) the app licatio[...]

NDA-3010 3 Revisi on 4 Pa ge 23 OpenWorX Busines s Attendan t System U ser Gui de Getting Started Connecting to the Business Attendant Server The Busine ss Attenda nt Client must be c onnected t o the Busin ess Attend ant Server to proces s calls. To make sure that it is communicati ng properl y with the Busi ness Attendan t Server, t he Busines s [...]

Page 2 4 NDA-3010 3 Revisi on 4 Getting St arted O penWorX Business A ttendant System User Guid e If the Server Goes Down While Y ou Are W orking If the Busi ness Attenda nt Client los es communic ation with the Busines s Attendant Server, t he Server Down Er ror messag e display s (Fi gur e 2- 12) . Figure 2-12 S erver D own Erro r message If you [...]

NDA-3010 3 Revisi on 4 Pa ge 25 OpenWorX Busines s Attendan t System U ser Gui de Processin g Calls Chapter 3 Processi ng Calls Overview This chap ter ou tlines t he procedu res the a ttendant uses to pr ocess cal ls, incl uding answerin g a call, p lacing a c all on hol d, and tra nsferri ng a call . You can use you r mouse or yo ur keyboard in th[...]

Page 2 6 NDA-3010 3 Revisi on 4 Proces sing Calls Op enWorX Business A ttendan t System User Guid e About Call Processing To begin pro cessing cal ls, log in t o the Business Attendant Client. (See “Runni ng the B usin ess A tte ndan t Cl ient A ppl icati on” on p age 2 2 fo r more infor ma tio n.) After l ogging in, the Line Statu s window dis[...]

NDA-3010 3 Revisi on 4 Pa ge 27 OpenWorX Busines s Attendan t System U ser Gui de Processin g Calls Processing Calls Using the Spee d Dials You can use the Speed Di als window ( Figure 2- 9 on page 21) to perfor m several call pr ocessing functions , such a s dialin g or forwar ding call s. (See “Sp eed Dial s W indo w” on page 21 for more info[...]

Page 2 8 NDA-3010 3 Revisi on 4 Proces sing Calls Op enWorX Business A ttendan t System User Guid e T o Make a Call Using the Directory Use the f ollowing s teps to make a call f rom the Dir ectory win dow. 1. If the Directory window (F igure 2-8 on page 19) i s not dis played, open the Directo ry window by do ing one of the fol lowing: • Start t[...]

NDA-3010 3 Revisi on 4 Pa ge 29 OpenWorX Busines s Attendan t System U ser Gui de Processin g Calls Answering Calls The Answer c ommand connect s you to an incoming call and p laces it on the nex t availa ble lo op. Note: If ther e ar e n o available loops, the Business Atten dant System stops answer ing calls until a loop becomes availa ble. When [...]

Page 3 0 NDA-3010 3 Revisi on 4 Proces sing Calls Op enWorX Business A ttendan t System User Guid e Holding Calls The Hold comman d allows you to te mporarily leave a co nnected ca ll without releas ing it, f reein g you to hand le calls on othe r loops. Note: If ther e ar e n o available loops, the Business Atten dant System stops answer ing calls[...]

NDA-3010 3 Revisi on 4 Pa ge 31 OpenWorX Busines s Attendan t System U ser Gui de Processin g Calls T ransferring Cal ls The Busine ss Attenda nt Syst em gives you three ways to trans fer calls: Blind T ransfer Transfe rs the call er dire ctly to the destinati on party and re leases the attend ant from the cal l. This is also known a s a Direct Tra[...]

Page 3 2 NDA-3010 3 Revisi on 4 Proces sing Calls Op enWorX Business A ttendan t System User Guid e T o Make a Blind T ransfer U sing the Speed Dials Use the f ollowing s teps to make a bli nd transfer using spee d dial ing. 1. If the Speed Dials window (Fig ure 2-9 on page 21) i s not disp layed, do one of the fo llow ing: • Selec t Windo w >[...]

NDA-3010 3 Revisi on 4 Pa ge 33 OpenWorX Busines s Attendan t System U ser Gui de Processin g Calls Makin g a Scre ened T ran sfer If you are already con nected to a ca ll, use any of the followi ng methods to pe rform a scree ned trans fer. Note: In any of the methods descr ibed below , you can toggle your connectio n between the sour ce and desti[...]

Page 3 4 NDA-3010 3 Revisi on 4 Proces sing Calls Op enWorX Business A ttendan t System User Guid e T ransferring a Ca ll to V oice Mail The Busine ss Attenda nt Syst em allows you to automat ically t ransfer a c aller direct ly to a de stinati on party’ s voice mai l box from t he Direct ory windo w, releas ing you fro m the cal l. When t he Tra[...]

NDA-3010 3 Revisi on 4 Pa ge 35 OpenWorX Busines s Attendan t System U ser Gui de Processin g Calls T o Plac e a Conferen ce Call Use the f ollowing s teps to pl ace a conf erence ca ll from t he Line Sta tus wind ow. 1. Enter t he phone number of the pa rty you want to be c onferenc ed in to the curr ent call in th e Number Enter ed fiel d on the [...]

Page 3 6 NDA-3010 3 Revisi on 4 Proces sing Calls Op enWorX Business A ttendan t System User Guid e Releasing Calls The Releas e command c onnects a transfer red call er to hi s or her de stina tion, releas es the attenda nt works tation fro m the ca ll, and cl ears the loop to recei ve new calls. This comman d is also used to exi t a confe rence c[...]

NDA-3010 3 Revisi on 4 Pa ge 37 OpenWorX Busines s Attendan t System U ser Gui de Processin g Calls Swi tch ing Be tw een S ourc e an d Dest inat ion Calle rs The Source /Destina tion commands allow yo u to switch be tween the s ource a nd destina tion par ties pr ior to c ompleti ng a conf erence ca ll or t ransfer . This option is only avai lable[...]

Page 3 8 NDA-3010 3 Revisi on 4 Proces sing Calls Op enWorX Business A ttendan t System User Guid e 4. When you are done, clic k the Relea se command but ton. The callers are left in a two-way cal l, the atten dant work station is released from the call, an d the loop button di spla y clears. Parking Call s One of the more power ful feat ures of th[...]

NDA-3010 3 Revisi on 4 Pa ge 39 OpenWorX Busines s Attendan t System U ser Gui de Processin g Calls T o Park a Call Use the f ollowing s teps to pa rk a call er from th e Line Stat us wind ow. 1. Do one of t he following: •C l i c k t h e Park command but ton. • Selec t Cal l > Par k from the Li ne Status wi ndow . •P r e s s AL T+K . •P[...]

Page 4 0 NDA-3010 3 Revisi on 4 Proces sing Calls Op enWorX Business A ttendan t System User Guid e Joining a Calle r with a P arked Cal l The Join command al lows you t o retri eve a par ked call er and con nect t hem to the paged par ty. Figure 3-4 J oin Parke d Call window T o Join a Parke d Call Use the f ollowing s teps to j oin th e paged par[...]

NDA-3010 3 Revisi on 4 Pa ge 41 OpenWorX Busines s Attendan t System U ser Gui de Processin g Calls Retri eving a Parke d Call If the destin ation party do es not r espond to thei r page, you can r etrieve the par ked caller to ta ke a mess age or sen d them to anothe r party. Note: Y ou can access an y caller parked in the system, not ju st those [...]

Page 4 2 NDA-3010 3 Revisi on 4 Proces sing Calls Op enWorX Business A ttendan t System User Guid e Parke d Call Time out If a c all is parked be yond th e amount of time conf igured i n the Bus iness Attendant Administr ator appl ication , the Busine ss Attenda nt System s ends it ba ck to any availa ble atte ndant in t he Park T.O. queue, whic h [...]

NDA-3010 3 Revisi on 4 Pa ge 43 OpenWorX Busines s Attendan t System U ser Gui de Processin g Calls 2. Do one of t he following: • Enter the phone number you want forwar ded in the Extension field. •C l i c k t h e Dire ctory but ton to dis play t he Directo ry window , then cli ck and drag the approp riate en try from t he Directo ry window (F[...]

Page 4 4 NDA-3010 3 Revisi on 4 Proces sing Calls Op enWorX Business A ttendan t System User Guid e Setting Do-not-disturb The Do-no t-distu rb command blo cks an extens ion’s incomi ng calls. Wh en Do-not- distur b is acti ve, calle rs will e ither he ar a reor der (fas t busy) tone when t hey dial that ex tension or foll ow the exte nsion’s c[...]

NDA-3010 3 Revisi on 4 Pa ge 45 OpenWorX Busines s Attendan t System U ser Gui de Processin g Calls 3. Click OK . The Change Do-n ot-dist urb dialo g box displ ays (Figure 3- 9) , showing t he curr ent Do-not -distur b settin g for t hat exten sion. Figure 3-9 Change Do-not-distu rb dialog box—Select Phone Operation 4. Select Don’t allow i ncom[...]

Proces sing Calls Op enWorX Business A ttendan t System User Guid e Page 4 6 NDA-3010 3 Revisi on 4 Wor king With Messages The Busine ss Attenda nt System al lows you to take mes sages for employees a nd send them e ither by e- mail or by turn ing on t he employee’ s message wai ting lamp. When the employee cal ls back af ter s eeing the me ssage[...]

NDA-3010 3 Revisi on 4 Pa ge 47 OpenWorX Busines s Attendan t System U ser Gui de Processin g Calls Figure 3-10 New M essage d ialog b ox 3. Enter information abo ut the per son for whom you are taki ng the message in the Name , Comp an y , Phone number , and Extension f ields. 4. Enter the message in the Mes sage edit bo x and, if des ired, sele c[...]

Page 4 8 NDA-3010 3 Revisi on 4 Proces sing Calls Op enWorX Business A ttendan t System User Guid e Vi ewing Mess ages Use the f ollowing s teps to r eview the mes sages for an employee . 1. If the Directory window (F igure 2-8 on page 19) i s not dis played, open the Directo ry window by do ing one of the fol lowing: • Start typin g the n ame in[...]

NDA-3010 3 Revisi on 4 Pa ge 49 OpenWorX Busines s Attendan t System U ser Gui de Processin g Calls 3. The message list ca n be sorte d in the as cending or descendi ng order by any of the fie lds displ ayed. T o sort the list in t he ascendi ng order b y a given fi eld, clic k the col umn header of the appropriat e field. Cli ck on the colum n h e[...]

Proces sing Calls Op enWorX Business A ttendan t System User Guid e Page 5 0 NDA-3010 3 Revisi on 4 This Page Le ft Blank.[...]

NDA-3010 3 Revisi on 4 Pa ge 51 OpenWor X Business Attendant Syste m User Guide Configuring th e User Options Chapter 4 Con figuring the Use r Options Overview This chapt er outlin es the pr ocedures us ed to change the Busines s Attendant Client options to cre ate a more personali zed envir onment. Th e options can be set individ ually by each use[...]

Page 5 2 NDA-3010 3 Revisi on 4 Configurin g the Use r Options O penWorX Busine ss Attendan t System User Gu ide About the Business Attendant Client Options Dialog Box From the Bus iness Att endant Cli ent Options di alog box (Figur e 4- 1) , you can configur e the set tings us ed by the Bus iness Attendant Cli ent appli cation. Figure 4-1 Business[...]

NDA-3010 3 Revisi on 4 Pa ge 53 OpenWor X Business Attendant Syste m User Guide Configuring th e User Options Route/T r unk Configur es the inf ormation d isplayed for ro utes and t runks in t he Source/ Destinat ion area of the Lin e Status windo w. W ave Files Configur es wave fil e parame ters use d for reco rding a nd playing back greet ings a [...]

Page 5 4 NDA-3010 3 Revisi on 4 Configurin g the Use r Options O penWorX Busine ss Attendan t System User Gu ide T o Add or Modify a Spee d Dial Using the Direc tory Use the followi ng steps to add or modify a speed dial n umber usin g the Di recto ry window. 1. If the Di rectory window i s not displ ayed, open t he Directo ry window by doi ng one [...]

NDA-3010 3 Revisi on 4 Pa ge 55 OpenWor X Business Attendant Syste m User Guide Configuring th e User Options T o Add or M odify a Speed Dial from the Sp eed Dials Window Use the fol lowing st eps to ad d or modify a sp eed dial nu mber fro m the Speed Dial s window. 1. If the Speed Dials window (Fig ure 2-9 on page 21) i s not disp layed, do one o[...]

Page 5 6 NDA-3010 3 Revisi on 4 Configurin g the Use r Options O penWorX Busine ss Attendan t System User Gu ide Deleting a Speed Dial Button T o Delete a Spee d Dial from the Line Status Window Use the fol lowing ste ps to delet e a speed dial button fro m the Line Stat us window. 1. Select Options > Pr efer ences from the Li ne Status window ([...]

NDA-3010 3 Revisi on 4 Pa ge 57 OpenWor X Business Attendant Syste m User Guide Configuring th e User Options Configuring the Window Display Options You can conf igure how t he Busines s Attendan t Client wi ndows displ ays on your desktop. Sett ing t he Window Disp lay Options Use the f ollowing s teps to co nfigur e the Busi ness Atten dant Clien[...]

Page 5 8 NDA-3010 3 Revisi on 4 Configurin g the Use r Options O penWorX Busine ss Attendan t System User Gu ide Setting the Health Check Serve r Interval The Busines s Attendant Client per iodicall y check s to see if t he Business Attendant Server i s working p roperly. You can confi gure how oft en the Busi ness Atte ndant Clien t ch ecks the B [...]

NDA-3010 3 Revisi on 4 Pa ge 59 OpenWor X Business Attendant Syste m User Guide Configuring th e User Options Configuring In coming Call Notification You can confi gure the Busi ness Att endant Clie nt to alert you to the prese nce of an incoming c all wheth er or n ot the appl icatio n is an act ive window. Th is fe ature allows yo u to minimiz e [...]

Page 6 0 NDA-3010 3 Revisi on 4 Configurin g the Use r Options O penWorX Busine ss Attendan t System User Gu ide Selecting the Displayed Command Buttons You can spe cify which command butto ns appea r in the Line Statu s window when you are u sing the Bus iness Att endant Cli ent. For ex ample, if c all parking is not used by yo ur orga nization, y[...]

NDA-3010 3 Revisi on 4 Pa ge 61 OpenWor X Business Attendant Syste m User Guide Configuring th e User Options Displaying the Call Source/Desti nation Information The Busine ss Attend ant Cl ient dis plays in format ion abo ut the or igin al inbound or outbound c aller i n the Sourc e area and informa tion about t he part y receiv ing a transf er or[...]

Page 6 2 NDA-3010 3 Revisi on 4 Configurin g the Use r Options O penWorX Busine ss Attendan t System User Gu ide 3. T o change th e info rmation di splayed f or extern al cal ls, sele ct the External Number DB tab (Figur e 4 -9) , the n sele ct th e info rmat ion that y ou wa nt display ed on line s 1, 2, an d 3 from the Source/Dest Cal ler Inf orm[...]

NDA-3010 3 Revisi on 4 Pa ge 63 OpenWor X Business Attendant Syste m User Guide Configuring th e User Options 5. T o change the inf ormation dis played for calls comin g in on a specific route and trunk, s elect the Route/ T runk ta b (Figure 4 -1 1) , then sel ect the i nformati on that you want di splayed on lines 1, 2 , and 3 f rom the Sourc e/D[...]

Page 6 4 NDA-3010 3 Revisi on 4 Configurin g the Use r Options O penWorX Busine ss Attendan t System User Gu ide Configuring the Fields Displayed in the Directory Window The Busine ss Attenda nt Client director y is divided into i nternal and exter nal direct ory. Eac h direct ory contai ns variou s fields about e mployees an d exter nal numbers , [...]

NDA-3010 3 Revisi on 4 Pa ge 65 OpenWor X Business Attendant Syste m User Guide Configuring th e User Options Changing Passwords You can cha nge your password for t he Busines s Attendan t Client a pplicat ion by using th e Change Password dia log box. Use the f ollowing s teps t o change you r passwo rd: 1. Select Options > Change password from[...]

Configurin g the Use r Options O penWorX Busine ss Attendan t System User Gu ide Page 6 6 NDA-3010 3 Revisi on 4 This Page Le ft Blank.[...]

NDA-3010 3 Revisi on 4 Pa ge 67 OpenWorX Busines s Attend ant System U ser Gui de Working With the Di rectory Chapter 5 Working W ith the Directory Overview This chapt er outlin es the pr ocedures us ed to change the Busines s Attendant Client options to cre ate a more personali zed envir onment. Th e options can be set individ ually by each user ,[...]

Page 6 8 NDA-3010 3 Revisi on 4 Working With the D irector y OpenWorX Busine ss Attendan t System User Gu ide Displaying the Directory The Direct ory window co ntains the inte rnal and ex terna l direct ories. You ca n open the direc tory when the station is in “I dle” statu s or while the atte ndant is con nected to a sour ce calle r. From the[...]

NDA-3010 3 Revisi on 4 Pa ge 69 OpenWorX Busines s Attend ant System U ser Gui de Working With the Di rectory Changing the Default Sort Order Use the fo llowing steps to ch ange th e default sort order of the dis played dir ectory. 1. Select Optio ns > Prefe rences on the Line Sta tus wi ndo w (Figure 3- 1 on page 26) to op en the Busi ness Atte[...]

Page 7 0 NDA-3010 3 Revisi on 4 Working With the D irector y OpenWorX Busine ss Attendan t System User Gu ide Adding a Directory Entry Use the f ollowing pr ocedures to add n ew listings in the internal and exter nal direct ories . Adding an Internal Directory Ent ry Use the f ollowi ng steps t o add an ent ry to the inter nal dire ctory . 1. D o o[...]

NDA-3010 3 Revisi on 4 Pa ge 71 OpenWorX Busines s Attend ant System U ser Gui de Working With the Di rectory Adding an External Directory Ent ry Use the f ollowing s teps t o add an ent ry to the external dire ctory. 1. Do one of t he followi ng to open t he external directo ry: • Selec t th e V iew > Exte rnal direc tory from the Dir ectory [...]

Page 7 2 NDA-3010 3 Revisi on 4 Working With the D irector y OpenWorX Busine ss Attendan t System User Gu ide The number t o be displ ayed in th e direct ory , complete with spa ces, hyphens, a nd parenth eses. (For example , (972) 555- 1212.) •N a m e • Account • Depar tment • Company •A d d r e s s •C i t y • State •Z i p • Use [...]

NDA-3010 3 Revisi on 4 Pa ge 73 OpenWorX Busines s Attend ant System U ser Gui de Working With the Di rectory Modifying a Directory Entry Use the f ollowing pr ocedur es to edi t an entr y in the i nterna l or exte rnal dir ectory. Modifying an Internal Dir ectory Entry Use the f ollowing s teps to modi fy an e ntry in t he internal directo ry. 1. [...]

Page 7 4 NDA-3010 3 Revisi on 4 Working With the D irector y OpenWorX Busine ss Attendan t System User Gu ide Modifying an External Directory Entry Use the f ollowing s teps to modi fy an e ntry in t he extern al direc tory. 1. Do one of t he followi ng to open t he external directo ry: • Selec t th e V iew > Exte rnal direc tory from the Dir [...]

NDA-3010 3 Revisi on 4 Pa ge 75 OpenWorX Busines s Attend ant System U ser Gui de Working With the Di rectory Deleting a Directory Entry Use the f ollowing pr ocedures to del ete listi ngs in the intern al and ex ternal direct ories . Deleting an Internal Dir ectory Entry Use the f ollowi ng steps t o delete an intern al direc tory e ntry. 1. D o o[...]

Working With the D irector y OpenWorX Busine ss Attendan t System User Gu ide Page 7 6 NDA-3010 3 Revisi on 4 Deleting an External Directory Entry Use the f ollowi ng steps t o delete an exte rnal dir ectory en try. 1. Do one of t he followi ng to open t he external directo ry: • Selec t th e V iew > Exte rnal direc tory from the Dir ectory wi[...]

NDA-3010 3 Revisi on 4 Pa ge 77 OpenWorX Busines s Attendan t System U ser Gui de Using the Wave File Rec ording F eatures Chap ter 6 Using the W ave File Recordi ng Fe atur es Overview This chap ter outl ines the procedu res used t o work with rec orded wa ve files wit h the Busin ess Atten dant Sys tem, includ ing playi ng and reco rding gree tin[...]

Page 7 8 NDA-3010 3 Revisi on 4 Using the Wave File Recor ding Feat ures Open WorX Business A ttendant System User Guide Configuring W ave Files Settings Before us ing the wav e file r ecording a nd play ing funct ionalit y of the Busi ness Attendan t System, the wave devi ces for playi ng greetings and phon e convers ation recordi ngs must be c on[...]

NDA-3010 3 Revisi on 4 Pa ge 79 OpenWorX Busines s Attendan t System U ser Gui de Using the Wave File Rec ording F eatures Configuring Greetings The Greet ing grou p box (Fi gure 6-2 ) on the Wave Files tab (Fi gure 6-1 on page 78) contain s the set tings the Business At tendant S ystem uses t o record and play greeti ngs. Figure 6-2 Greeting group[...]

Page 8 0 NDA-3010 3 Revisi on 4 Using the Wave File Recor ding Feat ures Open WorX Business A ttendant System User Guide 3. Select the devic e that will be used to recor d and pla y back the gree ting wave fil e from the following options i n the drop- down list . 4. If avai lable, se lect the desired sample rat e from the Sample Rate group b ox. 5[...]

NDA-3010 3 Revisi on 4 Pa ge 81 OpenWorX Busines s Attendan t System U ser Gui de Using the Wave File Rec ording F eatures Configuring Automatic Greetings Use the foll owing steps to enable the Business Atte ndant System to pl ay a greeting auto matical ly. 1. From the Bus iness Att endant Cli ent Options di alog box ( Figure 4-1 on page 52) , sel [...]

Page 8 2 NDA-3010 3 Revisi on 4 Using the Wave File Recor ding Feat ures Open WorX Business A ttendant System User Guide Configuring Automatic Cal l Recording The Call Co nversation gr oup box (Figur e 6-5) on t he Wave File s tab ( Figure 6- 1 on page 78) contain s the setti ngs the Busi ness Atte ndant Syst em uses to en able attenda nts to re co[...]

NDA-3010 3 Revisi on 4 Pa ge 83 OpenWorX Busines s Attendan t System U ser Gui de Using the Wave File Rec ording F eatures Setting Up Call Recording W ave File Input/Output Devices Use the f ollowing s teps t o select the wave fi le input and output device s for recordi ng and p laying bac k calls. 1. T o select th e device tha t will be use d to r[...]

Page 8 4 NDA-3010 3 Revisi on 4 Using the Wave File Recor ding Feat ures Open WorX Business A ttendant System User Guide 4. If avai lable, se lect the desired sample rat e from the Sample Rate group b ox. 5. If avai lable, se lect the desired sample siz e from the Sam ple Si ze group box. 6. If desi red, cli ck the Stereo check box to rec ord in St[...]

NDA-3010 3 Revisi on 4 Pa ge 85 OpenWorX Busines s Attendan t System U ser Gui de Using the Wave File Rec ording F eatures 2. Enter the number of minutes th at the Busi ness Atten dant Sys tem should re cord the conve rsation before displayi ng a remind er in the Remind interval field. 3. Click OK t o sav e thi s pa rame ter an d e xit th e Bu sin [...]

Page 8 6 NDA-3010 3 Revisi on 4 Using the Wave File Recor ding Feat ures Open WorX Business A ttendant System User Guide W orking wit h Greeti ngs If you h ave in stalled the D term PC Board and its dri ver or a lternat e device in your computer, you are abl e to reco rd and play wave file s from or to a t elephone line. The Busine ss Attenda nt Sy[...]

NDA-3010 3 Revisi on 4 Pa ge 87 OpenWorX Busines s Attendan t System U ser Gui de Using the Wave File Rec ording F eatures 2. Click the red Re cord button to start r ecording. T he slider moves while you record t he messa ge. The lengt h of the fil e displa ys in the Position a nd Length fiel ds. Note 1: Th e Stere o Mic/Sp eakers option is r ecomm[...]

Page 8 8 NDA-3010 3 Revisi on 4 Using the Wave File Recor ding Feat ures Open WorX Business A ttendant System User Guide Figur e 6-9 S ave Greet ing fo r Groups dialog box 6. Click the group (s) to se lect the desired g roups. Cl ick OK when al l groups ar e select ed. The Save Gr eeting f or Groups di alog box cl oses. 7. Select the ti me of day t[...]

NDA-3010 3 Revisi on 4 Pa ge 89 OpenWorX Busines s Attendan t System U ser Gui de Using the Wave File Rec ording F eatures Wo rking with Recorded Calls The Busin ess Atte ndant System gi ves att endants t he capab ility to recor d and pl ay back cal l convers ations. I f configu red, the Bus iness Att endant Syst em will automa ticall y record a nu[...]

Page 9 0 NDA-3010 3 Revisi on 4 Using the Wave File Recor ding Feat ures Open WorX Business A ttendant System User Guide Playing a Recorded Call Use the f ollowing s teps to pl ay a wave file of a recorde d call. 1. Select Options > Play bac k from the Line Sta tus window (Figure 3-1 o n page 26) . The Pl ay Back dia log box dis plays (Figure 6-[...]

NDA-3010 3 Revisi on 4 Pa ge 91 OpenWorX Busines s Attendan t System U ser Gui de Using the Wave File Rec ording F eatures • Click the Fast Forward or Rewind butt on to move to a speci fic locati on in the wave f ile. Afte r reachi ng the desi red loca tion, cli ck the Pla y button t o play the wave file . • Move the Slider Cont rol to m ove to[...]

Page 9 2 NDA-3010 3 Revisi on 4 Using the Wave File Recor ding Feat ures Open WorX Business A ttendant System User Guide T roubleshooting W ave Files NEC recomme nds that admini strator s should t est the wave file quality by hav ing the atte ndants rec ord and pl ay back a greet ing to an incomi ng call, as wel l as record and play back a c aller?[...]

NDA-3010 3 Revis ion 4 Page 9 3 OpenWorX Busin ess Atten dant Syst em User Guide Error Mes sages Appendix A Error Messages The foll owing ta ble list s the er ror message s that migh t be en countered when usi ng the Busin ess Atten dant Syste m Client appl icatio n, the caus e, and the s uggested reme dy. T a ble 6-6 Business At tendant Client Err[...]

Page 9 4 NDA-30103 Revisi on 4 Error Messages Op enWorX Busine ss Attend ant System User G uide Databas e error: • Da tabase er ror Note the error co de, try th e action aga in, and contact support i f you recei ve the error . Destinati on number was forwar ded unanswered b ack to us. Ca nceling t ransfer ! • The de stinati on phone had forwa r[...]

NDA-3010 3 Revis ion 4 Page 9 5 OpenWorX Busin ess Atten dant Syst em User Guide Error Mes sages Ope rat ion failed, L ine is bu sy . • The atte nda nt trie d to ans we r a call, but failed bec ause the atten dan t’ s s ubl ine w as off- hook or b usy . Complete the cur rent cal l or manuall y release the ca ll with th e receive r on the D term[...]

Page 9 6 NDA-30103 Revisi on 4 Error Messages Op enWorX Busine ss Attend ant System User G uide The local wo rkstati on is not a valid workstati on. Have someone wit h administra tor rights se t up th is workst ation in t he databa se. • The Business Att endant Client ’ s workstation wa s not enter ed in the D ataba se u sing the Busi ness Atte[...]

NDA-3010 3 Revis ion 4 Page 9 7 OpenWorX Busin ess Atten dant Syst em User Guide Error Mes sages W ARNING: BAS Server has bega n a compact and repair routine on the dat abase. Please wait unti l furthe r notifi cation i s given. • A Clie nt was logg ed in when the Ser ver was sch eduled to run a co mpact and repair routin e on the BASQueueDB.mdb [...]

Page 9 8 NDA-30103 Revisi on 4 Error Messages Op enWorX Busine ss Attend ant System User G uide[...]