Part No. P0936570 04 Business Communications Manager 3.
Copyright © 2002 Nortel Networks All rights reserved. The information in this document is subject to change without notice. The statements, configurations, technical data, and recommendations in this document are believed to be accurate and reliable, but are presented without express or implied warranty. Users must take full responsibility for their applications of any products specified in this document. The information in this document is proprietary to Nortel Networks NA Inc.
Contents 3 Contents Chapter 1 About Attendant Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 About this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 How to get help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Contents Backup attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Assistant attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Overflow attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39 Setting up other Attendant features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Chapter 1 About Attendant Console Business Communications Manager 3.0 Attendant Console is an application that provides centralized call management and call activity reporting to a business. It runs on one or more Pentium® class personal computers. With Attendant Console, a telephone attendant uses a graphical user interface. You can customize the way Attendant Console is set up to best suit your company’s call management requirements.
Chapter 1 About Attendant Console Related documents For more information about using Attendant Console, refer to: • • • Attendant Console User Guide Programming Operations Guide Software Keycode Installation Guide How to get help USA and Canada Authorized Distributors - Technical Support Telephone: 1-800-4NORTEL (1-800-466-7835) If you already have a PIN Code, you can enter Express Routing Code (ERC) 196#.
Chapter 1 About Attendant Console 7 APAC (Asia Pacific) Technical Support Telephone: +61 388664627 Fax: +61 388664644 email: asia_support@nortelnetworks.
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Chapter 2 Preparing for installation Before you install Attendant Console: • • • • Read “How Attendant Console works” on page 9. Read “Setting up an Attendant Console network” on page 10. Review the requirements in “Requirements for Attendant Console” on page 11. Make sure your Business Communications Manager 3.0 telephone system is installed and functioning correctly. Refer to “Getting ready to install Attendant Console” on page 13.
Chapter 2 Preparing for installation The Client component enhances the telephone attendant’s productivity and responsiveness by displaying: • • • • incoming call information telephone status directory information call disposition requests Note: The Client component must be installed on all attendants’ computers. Reports component With the Reports component you can view and print the information in the call processing database that is maintained by the Server component.
Chapter 2 Preparing for installation 11 Requirements for Attendant Console Before you install Attendant Console, check that your equipment meets: • • Business Communications Manager 3.0 telephone system requirements Requirements for installing the Client component on a computer Business Communications Manager 3.0 telephone system requirements Attendant Console operates with the Business Communications Manager base unit.
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Chapter 3 Getting ready to install Attendant Console This section contains: • • • • • “Windows networking for an attendant” on page 13 “Checking the network components” on page 14 “Windows networking for reports” on page 15 “Enabling database sharing” on page 15 “Networked operations” on page 16 Before you install Attendant Console: • • ensure the LAN is installed and functioning properly. Consult your network administrator for assistance if necessary.
Chapter 3 Getting ready to install Attendant Console Checking the network components Before you install Business Communications Manager 3.0 service over the network, check that the required network components are installed on the attendant computer. Note: If your company has a network administrator, check with your administrator before you change any network configuration parameters. To check for required network components on the attendant computer 1 Start Windows on the computer.
Chapter 3 Getting ready to install Attendant Console 15 Windows networking for reports When Attendant Console processes incoming calls, it stores information about each call in a database on the Business Communications Manager 3.0. The Reports component uses this database to prepare call reports. If the Reports component is executed on a computer, you must first locate the server database from the computer running the reports. Refer to “Configuring the Reports component” on page 45.
Chapter 3 Getting ready to install Attendant Console Networked operations Before you install Attendant Console, set up the telephone system so that calls arrive at the appropriate extensions. You can set up Attendant Console in a variety of network situations. The following are two examples of networked operations: All incoming calls go to two or more attendants Two or more telephones are set up so that incoming calls appear on the telephones at the same time.
Chapter 4 Installing Attendant Console Before you install Attendant Console: • • Ensure you have all the contents of the Attendant Console package. Ensure all telephone system, computer and network requirements are met. Refer to Chapter 3, “Getting ready to install Attendant Console,” on page 13. You are now ready to install the Client component. Installing the Client component Install the Attendant Console Client on the attendant computers.
Chapter 4 Installing Attendant Console 3 Click the Install Clients button. The Download Desktop Applications screen appears. 4 In the left frame, click the Attendant Console link. The Attendant Console screen appears. 5 Click the Download Attendant Console package for the web button. The Save As dialog box appears.
Chapter 4 Installing Attendant Console 19 6 Choose a location to save the file to and click the Save button. Attendant Console downloads to the subscriber’s computer. 7 After Attendant Console downloads to the subscriber’s computer, double-click the Attendant Console.exe file. The Attendant Console Installation dialog box appears. 8 Select the language you want to use from the list box. 9 Click the OK button. The Welcome to Attendant Console Client Setup dialog box appears.
Chapter 4 Installing Attendant Console 10 Click the Next button. The License Agreement dialog box appears. 11 Read the License Agreement. If you accept the agreement, click the Yes button. The Choose Destination Location dialog box appears.
Chapter 4 Installing Attendant Console 21 12 Click the Next button to accept the default location. To change the directory location, click the Browse button, choose another directory location and then click the Next button. The Select Program Folder dialog box appears. 13 Click the Next button to accept the default Program Folder name: Nortel Networks. To change the folder name, click the name you chose in the Existing Folders list box or type a different name in the Program Folders box.
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Chapter 5 Configuring Attendant Console After you install Attendant Console, you must configure its components. Configuring Attendant Console has three steps: 1 Starting Attendant Console by enabling the software authorization code for Attendant Console and starting Attendant Console service.
Chapter 5 Configuring Attendant Console 3 In the User ID box type the supervisor user ID. The default user ID is supervisor. 4 5 In the Password box type the password. The default password is visor. Click the Login button. The Business Communications Manager screen appears.
Chapter 5 Configuring Attendant Console 6 Click Services key. 7 Click the Console Service heading. 8 From the Status list box select Start. 9 Wait a few moments, then on the View menu click Refresh. Wait for the status to change to Starting. 25 10 On the View menu click Refresh. Wait for the status to change Running. This can take several minutes.
Chapter 5 Configuring Attendant Console 13 On the Configuration menu click Add a Keycode. The Applied Keycodes screen appears. 14 In the Keycode box type the software authorization code for the Attendant Console. 15 Click the Save button. 16 Do not log off. Go to “Configuring the Server component” on page 27 to configure the Server component.
Chapter 5 Configuring Attendant Console 27 Configuring the Server component To configure the Server component 1 Click the Console Service key. 2 Click the Server Configuration heading. The Server Configuration screen appears. 3 In the Voice Mail Pilot Extension box, type the extension number for CallPilot and press Enter. To determine the CallPilot extension number, press Feature 985 on a telephone that is connected to the system. The CallPilot extension appears on the telephone’s display.
Chapter 5 Configuring Attendant Console Setting Logging options Do not enable logging unless you are having problems with your system and you want to analyze them. If you enable logging, you can examine the log for information about system problems. To enable logging 1 Point your web browser to the URL http://:6800 where is the IP address of Business Communications Manager 3.0. The Business Communications Manager 3.0 Unified Manager screen appears.
Chapter 5 Configuring Attendant Console 9 29 In the Log Detail Level box type a number between 0 and 60. This number represents the level of detail you want to log. 10 Set Log To file to Yes to save the log to a file. 11 Set Log CP events to Yes to log Computer Telephony Engine events. 12 Set Log Device events to Yes to log phone events such as off-hook, on-hook and Call Forward. 13 Set Log Response events to Yes to log how Attendant Console interprets events on the system.
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Chapter 6 Configuring Attendants You must set up each computer that has the Client component installed to handle calls either as a full-time main attendant, part-time main attendant, backup attendant, overflow attendant or assistant attendant.
Chapter 6 Configuring Attendants Starting the Client component 1 On the Windows taskbar, click Start, point to Programs, point to Nortel Networks, point to Attendant Console Client and click Attendant. The Client component starts. Quitting the Client component You can quit the Client component whether the Attendant Console window is visible or minimized. To quit the Client component if the window is visible 1 On the File menu click Exit or click the Close button on the Attendant Console window.
Chapter 6 Configuring Attendants 33 Verifying Attendant Console installation You must verify Attendant Console installation after installation and setup. To verify that the installation is successful 1 On the computer that has the Client component installed, click the Attendant taskbar button to maximize the window. If the Client component is not running, start the component.
Chapter 6 Configuring Attendants Types of Attendant setups You must configure each computer that has the Client component installed to handle calls as a: • • • • • “Full-time main attendant” on page 34 “Part-time main attendant” on page 35 “Backup attendant” on page 35 “Assistant attendant” on page 37 “Overflow attendant” on page 39 Full-time main attendant The full-time main attendant is a telephone operator configuration where the Attendant Console window is always visible.
Chapter 6 Configuring Attendants 35 Part-time main attendant The part-time main attendant is an attendant who can answer incoming calls while they perform other functions on the computer, such as word processing. The difference between the full-time main attendant setup and the part-time main attendant setup is that part-time has additional Attendant options for notification of incoming calls when the Client component is minimized.
Chapter 6 Configuring Attendants 3 Select the I am out check box to route calls to the backup attendant when the main attendant is out. 4 Click the OK button. 5 When the main attendant is unavailable, they can route calls to the backup attendant by clicking the Out button on the Attendant window. If the attendant needs to leave their position, they activate the backup attendant position by clicking the Out button on the Attendant Console window. This diverts calls to the backup position.
Chapter 6 Configuring Attendants 37 Assistant attendant An assistant attendant provides call coverage for one or more extensions in the system. This means that you can set up the attendant so that it monitors all incoming calls to selected extensions. Since the assistant typically uses a computer for other work, Attendant Console alerts the assistant without requiring that the Attendant window is always visible on the system. To set up an assistant attendant 1 On the Tools menu click Options.
Chapter 6 Configuring Attendants To add or remove an assistant attendant’s assigned extensions 1 On the Tools menu click Options. The Options dialog box appears. 2 Click the Assigned tab on the Options dialog box. • • 3 To add an extension, click the extension you want in the All extensions list and click >> to copy it to the Assigned extensions list. To remove an extension from the Assigned extensions list, click the extension number in the Assigned extensions box and click <<.
Chapter 6 Configuring Attendants 39 Overflow attendant An overflow attendant receives calls that are redirected from another attendant position. For example, if a main attendant is already handling six incoming calls, the next call is redirected to the overflow attendant until one of the main attendant’s six Loop buttons is free.
Chapter 6 Configuring Attendants Setting up other Attendant features You can assign Attendant features for the different types of attendants: • • • • “Notifying the attendant of incoming calls” on page 40 “Automatically restoring the Attendant Console window when a call comes in” on page 41 “Selecting extensions” on page 42 “Setting Transfer options for CallPilot and linking” on page 43 Notifying the attendant of incoming calls There are two ways an attendant can be notified of incoming calls: • by a
Chapter 6 Configuring Attendants 41 Automatically restoring the Attendant Console window when a call comes in The Attendant Console window is normally minimized or under another window in a part-time attendant environment. The attendant can restore the Attendant Console window by clicking the Attendant Console button in the Windows taskbar. A quicker method is to set the Attendant Console window to restore automatically.
Chapter 6 Configuring Attendants Selecting extensions The attendant can use the Selected tab to select extensions from the directory. This is useful if the attendant wants to direct their incoming calls to a limited number of extensions. To display the extensions in the Directory list 1 On the Tools menu click Options. The Options dialog box appears. 2 On the Options dialog box click the Selected tab.
Chapter 6 Configuring Attendants 43 Setting Transfer options for CallPilot and linking If your Business Communications Manager base unit is not connected to a Centrex switch or is not connected to CallPilot, you can disable the Link Transfer and VM Transfer buttons on the Attendant window. To disable the Transfer Options 1 On the Tools menu click Options. The Options dialog box appears.
Chapter 6 Configuring Attendants Starting the Reports component Although the Reports component is automatically installed with the Client component, you can start it or quit it independently. To start the Reports component 1 On the Tools menu click Reports or on the Windows taskbar click Start, point to Programs, point to Nortel Networks, point to Attendant Console Client and then click Reports. The Reports component starts in a separate window.
Chapter 6 Configuring Attendants 45 Configuring the Reports component The first time you start the Reports component, you must locate the server database, called consoleservice.mdb, on the Business Communications server. The Business Communications server database is in the directory named consoleservicedb. The path name is: D:\Data Files\NortelNetworks\Attendant Console\ConsoleServiceDB\consoleservice.mdb Note: D: represents the drive letter, which can vary according to the computer.
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Chapter 7 Upgrading Attendant Console You can add additional Attendant Console attendants. This section contains: • • “Adding additional Attendant Console attendants” on page 47 “Removing Attendant Console” on page 47 Adding additional Attendant Console attendants If you find that the call traffic is too high to be handled by your current number of attendants, your company can purchase additional Attendant licenses in increments of one to a maximum of five attendants.
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Chapter 8 Troubleshooting This section contains solutions for problems that can occur when you install Attendant Console: • • • • • • • • • • • • “Troubleshooting the Server component” on page 49 “Logging Server component activity” on page 49 “Saving the Server log file” on page 49 “Changing the logging information displayed” on page 50 “Server log error messages” on page 50 “Retcode messages” on page 52 “Troubleshooting Client component installation” on page 53 “Client error messages” on page 53 “Logg
Chapter 8 Troubleshooting Changing the logging information displayed You can change the amount of the logging information that you display. For information on changing the level of logging information, see “Setting Logging options” on page 28. Server log error messages Examine the list of messages on the left side of the Attendant Console server window for information about the problem and compare the message to the list below. Check whether there is a problem with the database.
Chapter 8 Troubleshooting Error message / Log message Meaning / Action required Invalid transfer destination Specify a valid/operational extension. Join Call - Ext\n,RetCodeText * Error performing call. Link - Ext\n,RetCodeText * Error performing call. No Active Call Function requested requires an active call. No B2 Channels found, possible error Installation error. Review Business Communications Manager 3.0 setup. No Lines monitored, cannot operate Check installation and restart Server.
Chapter 8 Troubleshooting Retcode messages RetCode message Meaning / Action required ME_ALREADY_ACTIVE The device is in the process of being monitored. ME_ALREADY_MONITORED The device is already monitored. ME_BAD_DN Either pDeviceName contains invalid characters, or the device does not exist. ME_BAD_PARAMETER An invalid parameter is passed to the API. ME_COMMAND_FAILED The reason Business Communications Manager 3.0 has provided for the failure is not recognized by CTE.
Chapter 8 Troubleshooting 53 Troubleshooting Client component installation This section describes solutions to problems that can occur when you install the Client component. Socket error on Client component start The Client component displays a Socket error message when starting the component. Solution: TCP/IP address is not specified on a stand-alone system or TCP/IP is not installed in the Windows operating system. Install TCP/IP and restart the Client component.
Chapter 8 Troubleshooting Error Message / Log Message Meaning / Action Required Socket Initialization Error TCP/IP or network problem. Restart the Client and retry. The Attendant Console application could not open ""att.dir"" file Re-install the Client component. The Reports package could not be found Re-install the Client component. The server did not respond. Please try again The Server component did not respond to the last operation Client request. Check that the server is running.
Chapter 8 Troubleshooting 55 Logging Attendant activity You can create an Attendant log file that lets you examine the Attendant log for problems at any Attendant computer. To create an Attendant log 1 On the Attendant Console window, click the Tools menu and then click Log to file. A check mark appears beside the Log to file command. The Attendant log file is now saved on the disk.
Chapter 8 Troubleshooting Error message / Log message Meaning / Action required Reports could not connect to the chosen database. This error occurs if the Reports component fails to create a DAO record set from the database selected. This can be because: • The file is not found. • The file cannot be locked because it is in a write protected area. • The file is not readable for some other reason. This error can also result if DAO is not properly installed.
Chapter 8 Troubleshooting 57 Error message / Log message Meaning / Action required Reports could not draw the desired report to the window. This could be caused by a lack of windows resources or a missing engine component. Please close other applications that are running and try again. Also make sure that no needed DLL's have been deleted. This error occurs if, during the generation of the report, the Crystal Reports Engine cannot complete the report and display it.
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Glossary Assistant attendant The assistant attendant provides call coverage for one or more extensions connected to the Business Communications Manager 3.0 base unit via the LAN. Attendant computer A personal computer used to run the Attendant Console Client component. The Attendant computer must be connected to an Business Communications Manager base unit. Backup attendant The backup attendant receives calls if the main attendant is not available to answer calls.
Glossary Server ID The TCP/IP host name of an Attendant Console computer. Server component Part of the Attendant Console software. The Server component communicates with one or more Client components. Service The ability of a Windows NT machine to start a process, usually automated, when the machine is started. Taskbar The area on the bottom of the desktop that contains the Attendant Console taskbar buttons. TCP/IP Transmission Control Protocol/Internet Protocol.
Index A Add/Remove button 47 All extensions box 42 Assigned extension rings 40 Assigned tab, Directory options 38 Assistant attendant 37 Client component adding attendants 47 communication with server 9 error messages 53 installing 17 restoring Attendant Console window 41 Transfer options 43 troubleshooting installation 53 Attendant assistant 37 backup 35 features 40 incoming calls, notifying of 40 overflow 39 Compatible telephones 11 Attendant button 41 ConsoleServer.
Index M S Main attendant, full-time 34 Selected extensions box 42 Memory (RAM) required 11 Selected tab Directory list 42 Options dialog box 42 My Extension 34 My extension rings 40 N Name box, Caller Information option 33 Network checking for required components 14 requirements 13 setup for an attendant 13 Windows, for reports 15 Network window 13, 14 O Options dialog box 31, 34 Selected tab 42 OUT button 36 Overflow attendant 39 Server component configuring 27 error messages 50 Server window
