Alcatel-Lucent OmniPCX Enterprise Communication Server Alcatel-Lucent 4059 IP Attendant Console User Manual
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Chapter 1 Introduction to the 4059 Attendant console Introduction .............................................................................................. 1.1 System Architecture .............................................................................. 1.1 The 4059 IP Keyboard ........................................................................... 1.2 Switchover Key ...............................
" $ Function Keys ...............................................................................................1.15 Date and Time ..............................................................................................1.15 Chapter 2 IP Attendant activation/deactivation Modifying the 4059 IP Attendant ....................................................... 2.2 Deleting the 4059 IP Attendant .................................
" $ External Calls ........................................................................................... 3.8 Answering Calls ...................................................................................... 3.8 Selecting the Answer Type: Automatic or Manual ......................................... 3.9 Choosing which Call to Answer First ............................................................. 3.
" $ Rotary ............................................................................................................ 4.2 Flash .............................................................................................................. 4.2 Auto Forward ................................................................................................. 4.2 Malicious ...................................................................
" $ Assigning programmable keys and supervision icons ........... 5.10 Programmable keys ......................................................................................5.10 Supervision icons .........................................................................................5.10 Reserving a trunk group ..................................................................... 5.11 Reserving trunk groups ..................
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1.1 Introduction The 4059 IP also called SBC (Screen Based Console), is integrated into the Alcatel-Lucent OmniPCX Enterprise Communication Server. This application provides the maximum level of comfort and user friendliness. It is used when there is just a single attendant set for a system. It may also form part of a team of attendants when telephone requirements mean that several dedicated sets are necessary.
Chapter 1 " % & Figure 1.1: 4059 IP Attendant Console (IP or Mixed IP Configuration) 1.
" % & The USB Telephonic keyboard has specific keys for call handling and other telephone functions. With an IP or a mixed IP configuration, the loudspeaker is replaced by a cover as the audio features are provided by the Alcatel-Lucent 8 series or Alcatel-Lucent 9 series set. On this keyboard, all keys which are not identical to those on a standard PC keyboard are used by the 4059 application.
Chapter " % & 1 External trunk: displays the list of calls routed or placed on hold. 1.3.3 Audio Keys Note: For IP or mixed IP configurations, the following keys activate/deactivate the audio functions on the associated Alcatel-Lucent 8 series or Alcatel-Lucent 9 series set. Activate/deactivate the hands-free function Mute Activate/deactivate the loudspeaker Lower the volume Raise the volume 1.3.
" % & keyboard audio keys or corresponding 4059 application audio menu are used instead. 1.4.
Chapter 1.4.5 1 " % & Bluetooth Call Recovery Sequence Figure 1.4: Bluetooth Handset: Figure 1.5: Bluetooth Headset Caution: The associated sets will take a few seconds (about 20 seconds, Alcatel-Lucent IP Touch 4068 Phone characteristics) before it detects the loss or retrieval of the Bluetooth link. 1.4.6 Audio Device Keys The keys on the Bluetooth handset have no effect. The On/Off key on the handset can switch on/off the handset.
" % & 1.5 - ACD - Hotel (except administrative set) - Pickup group or hunt group - Alarm set - 4980 application software - Subdevice S0 or Z The Call Window Note: There may sometimes be differences in the display and the terms used: 1.5.1 - Depending on the country the system is in, the application may designate certain functions using a different name.
Chapter 1 " % & The Help menu in this window allows you to access: 1.5.2 - This user manual - Help on interactions between the 4059 application and Assisted Telephony - A reminder on the meaning of the USB Telephonic keyboard keys - An About window giving the 4059 version used and the identity of the attendant Title and Menu Bars The standard Windows title bar is located at the top of the window.
" % & a help field), point the cursor at the icon. Equipment which is not configured in the Alcatel-Lucent OmniPCX (or located on a different OmniPCX node to the attendant console) is represented by the icon . The meaning of the other icons is given below. The attendant console only supervises the equipment located on the same node as itself. 1.5.3.1.
Chapter " % & 1 Set free (icon green) Set out of service (icon red) Set busy Set not connected Attendant absent 1.5.3.1.4 Fax Available (icon green) Busy (icon yellow) Out of service (icon red) 1.5.3.1.5 Hunt Groups A hunt group consists of two or more sets. These sets share the same directory number so that calls can be answered by any one of them.
" % & Point the cursor to a programmable key to display help for this function. The status of the key is indicated by a LED (green=active). These keys are programmed by the system administrator or by the attendant (see the Alcatel-Lucent 4059 Attendant Console - Additional features Programmable Keys). To select a function, double-click on the key or press the key directly on the USB keyboard (F1 to F8) which corresponds to the function required.
Chapter 1 " % & Night service Status of the supervision icons (activated or deactivated) Hands-free mode Mute deactivated - micro activated Loudspeaker Automatic answer Automatic transfer Loudspeaker volume Rotary dialing (deactivated) Service mode Guide mode 1.5.4.3 Dialing Area The dialing area only appears (in place of the status icons) for the time it takes to dial the number. 1.5.5 Call Handling Fields 1.5.5.
" % & When idle, the fields displayed are: - The field identifying the calls to be handled - The field for routing calls or on hold calls - The call waiting counters (see Call Counters ) 1.5.5.1.
Chapter 1 - " % & The call on hold (information on a consultation call) 1.5.5.2.1 Main Call This field displays: - An icon corresponding to the call status - The caller's last name and first name - Entity - If the caller is a VIP guest - The status of the calling set - Directory number - Telephone facilities class of service (category) Note: The icon displays the status of the user set. The information displayed changes according to the call handling.
" % & Set placed on hold (or transfer) Set busy or in conversation Wrong number (or set out of service, or access prohibited) 1.5.5.2.2 On Hold Call This field displays information concerning an internal or external consultation call initiated by the attendant (to transfer the main call, for example).
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The IP attendant features are activated only when all of the following actions are completed: - the PC is connected to the TCP/IP network - the 4059 IP application is running - the attendant is activated (refer to module Alcatel-Lucent 4059 attendant console Introduction to the 4059 Attendant console / Call window) Once the IP Attendant features are activated, the associated Alcatel-Lucent 8 series or Alcatel-Lucent 9 series set is dedicated to the att
Chapter 2 %' % ( %' % Feature IP attendant activated Wakeup When the attendant is unplugged, a wake up can be set on the associated set, an icon is displayed on the set when the wake up is programmed. When the attendant is plugged-in with a wake-up to come, the wake-up icon is erased. When the attendant is unplugged again, with a wake-up to come, the wake-up icon is displayed again. When the wake-up occurs, there is a first try.
%' % ( %' % You can view the QMCDU of the 4059 IP in the data of the associated Alcatel-Lucent 8 series / Alcatel-Lucent 9 series set but you cannot modify it. 2.4 Modifying the Associated Alcatel-Lucent 8 series / Alcatel-Lucent 9 series Set It is forbidden to modify the Terminal Ethernet Address if the 4059 IP attendant is plugged-in. Every modification must follow restrictions. 2.
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3.1 Opening a Session When the PC has been started up, you can either: 3.2 - Double-click on the Alcatel-Lucent 4059 icon on the desktop - Click on Start > Programs > Alcatel-Lucent 4059. Implementing the Console (Status) When the console is first powered on, it initializes in inactive mode (unplugged position). This is indicated on the screen by the icon (grayed out) in the status bar.
Chapter ) " % 3 Calls using the personal directory can be made with the attendant set in the idle state or being used for a consultation call. To access the directory, press the key. Select the name to be called and click on Redial. Press the 3.3.3 key. Call Using Programmed Key When a key is programmed with a directory number, click on this key (or press the corresponding F key on the keyboard, then the key).
) " % 4. If the result does not correspond to the name required, enter one or more additional letters. 5. If several names appear, select the required name. 6. Click on to dial the selected number. This closes the directory search window. To close the search window without dialing a number, click on 7. To start dialing, press the 3.3.4.2 . key. Dial by Name Using the Directories This option is used to search by last name, by last name + first name, or by initials.
Chapter 3 ) " % To move from one field to another, use the mouse or the Tab key on the keyboard. 3. If several names appear, select the required name. If the required name does not appear, enter one or more additional letters. The vertical arrows of the keyboard can be used to select one of the names displayed. The right (horizontal) arrow can be used to display additional details concerning a party (as entered in the LDAP and ODBC directories).
) " % - Introduction to the 4059 Attendant console - Function Keys). 3. To end the call, press the 3.4.1 key. Reserving (locking) an Internal User Set (Attendant Control) When an internal user number is dialed, the user set, if free, is reserved by the attendant. The user can no longer dial a number or access another service.
Chapter 3 ) " % The attendant can use: - The key to ring the set. - The key to release the call. The procedure to be followed after this screen is the same as the procedure described for calling a free set. 3.4.3.2 The Set Is a Single Line Set The call handling field displays: The attendant can use: 3.4.3.3 - The key to release the call.
) " % 3.4.4 Special Cases: Sets Forwarding or Cannot Be Reached The call handling field gives the status of the called set. If this set cannot be reached, is out of service, or is not authorized, press the key to release the call. 3.4.4.1 The User Is Absent (Apology Message) When a user can leave an absent (apology) message because he or she cannot answer, the attendant can read the message when the user is selected. To call the set despite the user request, press the 3.4.4.2 key.
Chapter 3 ) " % The attendant can use: - The key to ring the set. - The key to release the call. - The Forward function key to reserve the forwarding destination Note: The attendant can then either ring the forwarding destination or use the Override (to return to the initial destination) or Text Mail (to send a text message to the forwarding destination) function keys. 3.
) " % The call handling field gives information on the nature (or even the party) for this call (see the Alcatel-Lucent 4059 Attendant Console - Introduction to the 4059 Attendant console - Call Handling Fields). To answer a call when it arrives, press the To release the call, press the 3.6.1 key. key. Selecting the Answer Type: Automatic or Manual This operating mode is used to automatically connect the console to any incoming call or call on hold. 1.
Chapter 3 ) " % The call can be selected from any of the lists given in the call handling fields. If the list cannot be seen on the screen, do one of the following: - Press Shift and the key simultaneously to display the list of incoming calls. - Press Shift and the key simultaneously to display the list of calls on hold. Note: The list of calls on hold is displayed according to the system configuration. By default, the first call is selected.
) " % The console signals this urgent call on hold by: - A ringing on the attendant console - Lighting up the LED of the - Displaying Call on Hold in the next calls field - Increasing the value on the counter line seize key If the attendant still does not answer, they are considered by the system to be absent. The icon is replaced by the icon on the status bar. Incoming calls are then handled as if the console were in night mode.
Chapter ) " % 3 Use the following keys: - To call the second party - To cancel the consultation call and return to the main call - To transfer the main call to the second call - To release the call in progress and the reservation of the second party (if internal) At the bottom of the screen, use the following keys: 3.10 Call Back To activate a call back request on the second party's set Text Mail To leave a text message on the second party's set.
) " % At the bottom of the screen, the Break In function key is used to barge into a conversation. Press this key, or the corresponding S key on the keyboard. 3.12 The Break In key becomes attendant by a beep. Break In. The two users are informed of the presence of the To end this barge-in, press the Break In key or the corresponding S key on the keyboard. Call Transfer (Routing) The console is in conversation with a user (internal or external user).
Chapter 3 ) " % 3. Select Enable to activate the automatic transfer. Select Disable to deactivate the automatic transfer. 4. Select Apply to save the changes. 5. Click on Close to close the window. If the console is configured to automatically transfer calls, a specific call in progress can be transferred manually: 1. In conversation with the first party, click Auto Forward (or press the corresponding S key on the keyboard). 2. Dial the number of the second party. 3.
) " % 3.12.3 Transfer to a Call Put on Hold As of OmniPCX Enterprise R11.0 and release 5.3.5 of the application, a call, whether outgoing or incoming, can be transferred to a call put on hold by the attendant. When in conversation with a party, a Call on hold can be selected by the attendant. If a call on hold is selected, all the operations detailed: Consultation Call are available. Press the key to place the call back on hold.
Chapter 3 ) " % Reminder: In a standard consultation call, press this key to release the call. This type of transfer is not available for camped-on, barged-in and reserved call on a set in the do not disturb state. 3.13 Transfer to a Meet Me Conference The attendant (who cannot take part in a programmed conference) can add a party if the conference circuit is not saturated.
) " % 3. In the Type field, select System messages to send a pre-recorded message from the Alcatel-Lucent OmniPCX, or select Attendant text-messages to send a message programmed on the console (see the Alcatel-Lucent 4059 Attendant Console Management from the attendant console - Creating Text Messages in Advance). 4. Select the message to be sent, or complete the message of your choice using the keyboard.
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4.1 Overview This chapter details: 4.2 - The additional functions offered on the S keys (from the window and the USB keyboard) - The operation of the keys pre-programmed by the system administrator S Keys During call handling, additional functions (presented on the S keys) can be used for the following operations: Note: The 4.2.1 keys are used to change page. Chained Call Routing with chained release.
Chapter 4.2.5 4 % % * " DTMF Voice frequency/DTMF. Also called transparent dialing, or overdialing (DTMF), this function is used to resend additional dialing to the same party on the line. 4.2.6 Record Records the current conversation. To end recording, press the 4.2.7 Record key again. Rotary Sends decimal rotary dialing to send a number to the current party. 4.2.8 Flash Sends a calibrated pulse, also called cut-off or flashing.
% % * " additional configuration or further information. To find out the function of the pre-programmed keys, right-click in the Programmable keys window (see the Alcatel-Lucent 4059 Attendant Console - Introduction to the 4059 Attendant console - Programmable Keys). This dialog box is used to select a key from the list of programmable keys, to program the associated type of element, and to give comments. Example: 4.3.
Chapter % % * " 4 - VIP - VIP2 - Call back (attendant) - Transfer between attendants - Other (misc.) - General hold - Chained call - Charged release - Individual call Key 1 is pre-programmed by default as a call presentation (Miscellaneous) key. This cannot be modified. This allows the attendant to take the call with the highest priority from those on hold resulting from traffic flow(s) indicating an external party (external call, call back, return from chaining, etc.). 4.
% % * " still trunks free, pressing this key corresponds to an ordinary seizure without dialing of an external trunk from this supervised trunk group. The attendant can configure a supervision icon (see the Alcatel-Lucent 4059 Attendant Console - Management from the attendant console - Supervision Icons) so that this icon shows the status of the supervised trunk group in real time. 4.3.
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5.1 Secret code of the set The system administrator can use a secret code to authorize, prohibit, or control access to several facilities (including bringing the set into service: see the Alcatel-Lucent 4059 Attendant Console - Attendant console operation - Implementing the Console (Status)). The secret code of the console can only be modified by the system administrator. Certain functions are only accessible after entering the code for the console.
Chapter 5 $ + , *" , & The console interface can be configured (and checked). In the Extension menu, select the Guide mode option, or press F11 on the keyboard. Example: All modifications described here are taken into account immediately. The application does not have to be restarted. 5.3.1 Choice of Language The system administrator chooses the languages available for the whole system.
$ + , *" , & 3. Select the language to use. 4. Select Apply to save the changes. 5. Click on Close to close the window. 5.3.2 Ringing - melody - volume level The call ringing melody on the associated Alcatel-Lucent 8 series or Alcatel-Lucent 9 series set can be selected from 16 available melodies. Each melody has seven different volume levels. 1. In the Extension menu, select the Guide mode option, or press F11 on the keyboard. 2.
Chapter 5 $ + , *" , & 3. Select the ringing type to be used. 4. Select Apply to save the changes. 5. Click on Close to close the window. 5.3.4 Window appearance and display - 5-4 In the View menu, select Configuration...
$ + , *" , & This dialog box offers the following options: - Show or hide the programmable keys - Show or hide the busy lamp fields (supervision icons) - Define two sizes for the busy lamp fields when the programmable keys are not displayed - Show or hide the individual call waiting counters - Select the 4059 activation mode when the user is in another application - Define the priority for call seizure when entity calls and other calls are received - Modify the layout of t
Chapter 5 $ + , *" , & directory and any external directories. This directory can contain up to 3000 entries. Note: The individual directory is stored in the file Alcabc32/store.dat. If the console is uninstalled, it is deleted. Save it before any new installation. To access the console directory: 1. In the Attendant menu, select Store and Redial. 2. Enter the last names, first names, and the number of the directory entry to be stored. 3. Click on Add.
$ + , *" , & This dialog box allows you to program the different directory configuration parameters: 5.5.2 - Add/Remove LDAP directory...: To add, modify or remove an LDAP type directory - Add/Remove ODBC directory...: To add, modify or remove an ODBC type directory - Search configuration...
Chapter 5 $ + , *" , & Check the check boxes to include or remove the directory for a search by name. 5.6 OK Validates the selection Cancel Cancels the selection and closes the dialog box Appointment reminder From the attendant console, appointment reminders can be programmed on system internal sets. At the specified time, the internal set is rung and a voice guide informs the user that this is an appointment reminder.
$ + , *" , & 1. Enter the time in the format HH:mm. The time format depends on computer configuration: • If the computer uses format hh:mm:ss AM/PM, enter hh:mm AM/PM, e.g. 01:00 PM or 01:00:00 PM • If the computer uses format hh:mm:ss, enter hh:mm, e.g. 13:00 or 13:00:00 2. Enter the telephone number of the internal set to be called. 3. Click on Add. If no appointment is already programmed for this user, a dialog box confirms that the appointment has been programmed.
Chapter 5 $ + , *" , & 5.8 Assigning programmable keys and supervision icons 5.8.1 Programmable keys The programmable keys (see the Alcatel-Lucent 4059 Attendant Console - Introduction to the 4059 Attendant console - Programmable Keys) are programmed by the system administrator (see the Alcatel-Lucent 4059 Attendant Console - Additional features - Programmable Keys) and/or by the attendant. The keys programmed by the administrator cannot be modified from the console.
$ + , *" , & described in the Alcatel-Lucent 4059 Attendant Console - Introduction to the 4059 Attendant console - Busy Lamp Field). In operation other than the BLF application, up to eight icons can be programmed from the console. In the Option menu, click on Busy lamp field (or place the cursor in the busy lamp field window, right-click, and select Configuration). Example: To create or modify the content of a supervision icon: 1.
Chapter 5 $ + , *" , & This option authorizes: 5.9.
$ + , *" , & 5.9.3 Direct Seize This window is used to authorize or refuse public network access for all sets on the system. Click on Apply. 5.10 Changing the status of the attendant group sets or the entity The system administrator configures the call routings for the whole system in one of four states (night, day, Forward1, Forward2).
Chapter 5 $ + , *" , & 1. Select the entity to be modified. 2. Select one of the available options. Note: The Normal option assigns the entity the same status as the attendant group. 3. Click on Apply. 4. Click on Close to close the window. 5.11 Overflow between attendants (mutual aid) The overflow between attendants function allows other attendants to handle calls when there are too many on one console.
$ + , *" , & 1. Select Enable to implement overflow between attendants. Select Disable to stop overflow to other attendants. 2. Click on Apply. 3. Click on Close to close the window. 5.11.2 Defining the overflow threshold In the Traffic option, select Traffic threshold. 1. In the Overflow threshold field, enter the number of calls there must be on a console before overflow to other attendants takes place. 2. Click on Apply. 3. Click on Close to close the window.
Chapter 5.12 5 $ + , *" , & Managing users Double-clicking on this function opens the following window: 1. Select the search type. 2. Enter the information to search for. 3. Click on Search. A list of users displays. 4. Select a user. 5. Click on Select.... The name and the number of the user appear at the top right.
$ + , *" , & 6. Click on one of the tabs to access the corresponding service. The modifications made to each service take effect once the attendant selects a new service or clicks on Apply. • Info: displays information on the user, their cost center, operating class of service (category), metering (charging) parameters, etc. • DND: enables the Do Not Disturb function on the user's set. • Passwd: resets the password on the user's set.
Chapter 5 $ + , *" , & 1. Select the search type (by name or by number). 2. Enter the information to search for (user name or number). 3. Click on Search. A list of users displays. 4. Select a user. 5. Click on Select.... 6. Once the information is obtained, click on: • Reset to reset the counters. • Search to return to the previous screen and carry out a new search. 5.13.2 Financial report The financial report is used to search for and classify user metering (charging) data.
$ + , *" , & To put a filter in place, select: - No user: no internal set is monitored. - All users: all users are monitored. - Users in list: users in the list defined by the attendant are monitored. Then select: - By duration: to monitor calls according to their duration. - By cost: to monitor calls according to their cost. - By cost and duration: to monitor calls according to their cost and duration. - All calls: to monitor all calls.
Chapter 5 $ + , *" , & 1. Enter the minimum value of the cost to take into account in the reports. 2. Click on Apply. 5.13.3.3 Duration threshold This function is only available if the filter defined in Monitoring options is By duration or By cost and duration. 1. Enter the minimum value of the duration of calls to take into account in the metering (charging) reports. 2. Click on Apply. 5.
$ + , *" , & trunk(s). The list of out of service trunks displays. The same window can be accessed via a programmable key, as long as the system administrator has programmed it. 5.15 Date - Time In the Extension menu, select Service mode (or press the F10 key). Select System. 1. Modify the date and time used by the Alcatel-Lucent OmniPCX. 2. Click on Apply. 3. Click on Close to close the window.
Chapter 5.16 5 $ + , *" , & Configuring DECT/PWT mobile (cell) phones This function is used to display and configure the users of DECT/PWT mobile (cell) phones on the system. This function is obsolete.
