OpenWorX BUSINESS ATTENDANT SYSTEM USER GUIDE NEC America, Inc. NDA-30103-004 Revision 4.
LIABILITY DISCLAIMER NEC America, Inc. reserves the right to change the specifications, functions, or features, at any time, without notice. NEC America, Inc. has prepared this document for the exclusive use of its employees and customers. The information contained herein is the property of NEC America, Inc. and shall not be reproduced without prior written approval from NEC America, Inc. NEAX, Dterm, and OpenWorX are registered trademarks of NEC Corporation. © 2001 NEC America, Inc.
OpenWorX Business Attendant System User Guide CONTENTS TABLE OF CONTENTS Page Chapter 1 - Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 What is the Business Attendant System? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . How This Guide is Organized . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Using This Guide . . . . . . . . . . . . .
CONTENTS OpenWorX Business Attendant System User Guide Page Holding Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Placing a Call On Hold. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Retrieving a Held Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Canceling Transactions . . . . . . . .
OpenWorX Business Attendant System User Guide CONTENTS Page To Add or Modify a Speed Dial from the Speed Dials Window. . . . . . . . . . . . . . . . . . . . . . . . Deleting a Speed Dial Button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . To Delete a Speed Dial from the Line Status Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . To Delete a Speed Dial from the Speed Dials Window. . . . . . . . . . . . . . . . . . . . . . . . . . .
CONTENTS OpenWorX Business Attendant System User Guide Page Playing a Recorded Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90 Deleting Wave Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91 Troubleshooting Wave Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92 Appendix A - Error Messages . . . . .
OpenWorX Business Attendant System User Guide FIGURES LIST OF FIGURES Figure Title 2-1 2-2 2-3 2-4 2-5 2-6 2-7 2-8 2-9 2-10 2-11 2-12 2-13 3-1 3-2 3-3 3-4 3-5 3-6 3-7 3-8 3-9 3-10 3-11 4-1 4-2 4-3 4-4 4-5 4-6 4-7 4-8 4-9 4-10 4-11 4-12 4-13 5-1 5-2 5-3 5-4 5-5 5-6 5-7 5-8 6-1 Line Status Window. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Command Buttons. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
FIGURES OpenWorX Business Attendant System User Guide Figure Title 6-2 6-3 6-4 6-5 6-6 6-7 6-8 6-9 6-10 6-11 Greeting group box . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Wave Input Device dialog box. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Wave Output Device dialog box . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Call Conversation group box. . . . . . . . . . . .
OpenWorX Business Attendant System User Guide TABLES LIST OF TABLES Table Title 1-1 1-2 1-3 2-1 2-2 5-1 6-1 6-2 6-3 6-4 6-5 6-6 Document Conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 General Key Conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Business Attendant System Shortcut and Function Keys . . . . . . . . . . . . . . . . . . . . . . . 5 Loop Button Shortcut Keys . . . . . .
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OpenWorX Business Attendant System User Guide Chapter 1 Introduction Introduction The Business Attendant System User Guide provides the information you need to work with the Business Attendant System Client application.
Introduction OpenWorX Business Attendant System User Guide How This Guide is Organized Chapter 1 - Introduction This chapter outlines how to use the manual, including the actual manual organization, chapter layout, keyboard conventions, function keys, and basic terminology for the Business Attendant System.
OpenWorX Business Attendant System User Guide Introduction Using This Guide This guide is designed to make the attendant station easy to understand and simple to use. There are examples of the screens you will see in the Business Attendant Client, with step-by-step instructions for the procedures you need to perform. Note: Document Conventions The screens and procedures shown in this guide represent the typical installation of the Business Attendant System.
Introduction OpenWorX Business Attendant System User Guide Procedures Step-by-step instructions are numbered. Simply follow the numbered steps to perform the desired function. Sometimes in step-by-step instructions, you will have more than one option to complete the task. These options are presented in bulleted lists, as shown in the following example: 1. Do one of the following to add a field to the Employee directory. • Select the desired field from the Employee field and click Add.
OpenWorX Business Attendant System User Guide Introduction Summary of Shortcut and Function Keys Use the following keys in the Line Status window: Table 1-3 Business Attendant System Shortcut and Function Keys To Choose Answer Announce Call Dial Hold Unhold Blind Transfer Screened Transfer Transfer to Voice Mail Conference Toggle Source/Destination Cancel Release Busy Camp Override Park Join with Parked Call Retrieve Parked Call Save Recording Open the Directory window Open the Speed Dials window NDA-30
Introduction OpenWorX Business Attendant System User Guide Business Attendant System Terminology Abandoned Parked Caller A parked caller who chooses not to wait for the paged caller to respond and hangs up. ANI Number Automatic Number Identification. Generally, the ANI Number lists the telephone number from which the call is placed and the name associated with that number, if available.
OpenWorX Business Attendant System User Guide Introduction Hold Time A timer setting that specifies the amount of time the Business Attendant System allows a caller to remain on hold before reminding the attendant that the caller is still on hold. Link Destination Address The IP address of the PBX running OAI. Link Port The port the Business Attendant Server uses to communicate with the PBX. Link Source Address Specifies the Ethernet card to use if more than one is installed.
Introduction OpenWorX Business Attendant System User Guide Screened Transfer Allows the attendant to place the caller on consultation hold, then call the destination party, announce the transfer, and release from the call. Also known as an Announced Transfer. Server Port The port used by all Business Attendant Client workstations to communicate with the Business Attendant Server. Source The extension where a call originates or the party placing the call.
OpenWorX Business Attendant System User Guide Chapter 2 Getting Started Getting Started Overview The Business Attendant System brings the functionality of an attendant console to the PC. The Business Attendant Client gives you the ability to handle calls quickly and efficiently with features that include call parking, page retrieval, and internal and external directory assistance.
Getting Started OpenWorX Business Attendant System User Guide Line Status Window The Line Status window (Figure 2-1) is the main window of the Business Attendant Client and is used for all of the call processing functions. This window displays the status of each loop as well as the activity that is taking place on those loops. The tabs, buttons, and menus on the Line Status window are described in the following sections.
OpenWorX Business Attendant System User Guide Getting Started Call Menu Answer Selects the next call waiting in sequence from the waiting pool (i.e., the first attendant-specific call, a priority call, or the next call in line in the global pool). You can also perform this operation with the Answer command button, by pressing ALT+A, or by pressing the space bar. Dial Initiates an outgoing call to the number in the Number Entered field.
Getting Started OpenWorX Business Attendant System User Guide Cancel Stops a transaction. Use this command to disconnect from a two-party call, such as when you place an outbound call and want to disconnect, or answer a call and want to disconnect without transferring. If the destination party does not answer during a screened transfer or you hear a busy tone after a screened transfer to an outside line, use this command during a screened transfer to rejoin with the source caller.
OpenWorX Business Attendant System User Guide Getting Started Options Menu Preferences Displays the Business Attendant Client Options dialog box where you can change the user preferences. The options configured in this dialog box are saved for each user, so each user can personalize their speed dials and screen layouts without affecting other users. Save screen layout Saves the current layout of the Business Attendant Client windows.
Getting Started OpenWorX Business Attendant System User Guide Commands Tab The Commands tab contains the Command buttons, the Loop buttons, the Source and Destination areas, and the Number Entered field. (See “Command Buttons” on page 14 and “Loops” on page 14 for more information.) Command Buttons Figure 2-2 Command Buttons Command buttons (Figure 2-2) are shortcuts to menu functions that help you process phone calls.
OpenWorX Business Attendant System User Guide Getting Started The Call Status Indicator shows the status of the caller. Green indicates an active call, while red indicates a call that is on hold. Blinking red signifies a party that has been held beyond the configured amount of time. (Refer to the Business Attendant Administration Guide for more information.) To select a loop, click the desired loop button or use the following keyboard sequence.
Getting Started Queues Tab OpenWorX Business Attendant System User Guide The Queues tab contains the Queue buttons, the Loop buttons, the Source and Destination areas, and the Number Entered field. (See “Queues” on page 16 for more information.) Queues Figure 2-4 Queue Buttons The Queue buttons (Figure 2-4) show the current incoming calls according to their origination, such as Internal and CCSA. Each incoming call label is followed by the number of calls of this type waiting for the attendants.
OpenWorX Business Attendant System User Guide Getting Started Table 2-2 Queue Types and Shortcut Keys Type Vacant Park T.O. Nans T.O. Stn Xfer Att Xfer Me Description A call has terminated at an unassigned station number or vacant level Caller has been parked beyond the configured amount of time. (Refer to the Business Attendant System Administration Guide for more information about this timer setting.
Getting Started OpenWorX Business Attendant System User Guide Number Entered Field Figure 2-6 Number Entered Field The Number Entered field (Figure 2-6) is where you enter extension numbers or phone numbers for processing calls. If you enter a non-numeric character (except # or *) in this field, the Directory window displays, and the directory is searched for matching characters. The directory can be configured to search based on various sort criteria.
OpenWorX Business Attendant System User Guide Getting Started Directory Window The Directory window (Figure 2-8) contains the internal and external phone directories. Double-click an entry in the directory, press Enter, or drag it to the Line Status window to place a call or dial a transfer destination. You can also use the Directory window to define the speed dial buttons on the Speed Dials window. (See “Adding or Modifying a Speed Dial Number” on page 53 for more information.
Getting Started OpenWorX Business Attendant System User Guide Line Status Indicator If the Line Status Indicator field is configured to display in the directory, a telephone or a question mark can be displayed to indicate the status of that station when a directory entry is highlighted. The telephone icon indicates that the caller is on the line. The question mark icon indicates that the station is off-hook and not connected to another party. No icon present indicates that the extension is idle.
OpenWorX Business Attendant System User Guide Getting Started Speed Dials Window The Speed Dials window (Figure 2-9) contains the speed dial buttons you can use to quickly dial another party. To associate a number with a speed dial button, drag an entry from the Directory window onto a speed dial button on the Speed Dials window.
Getting Started OpenWorX Business Attendant System User Guide Running the Business Attendant Client Application Each time you work with the Business Attendant Client, log in with your user ID and password. When you have finished using the Business Attendant Client, you must exit (or quit) the application completely. Logging In To the Application: 1.
OpenWorX Business Attendant System User Guide Connecting to the Business Attendant Server Getting Started The Business Attendant Client must be connected to the Business Attendant Server to process calls. To make sure that it is communicating properly with the Business Attendant Server, the Business Attendant Client periodically performs a “health check” to make sure that the Business Attendant Server is operational.
Getting Started OpenWorX Business Attendant System User Guide If the Server Goes Down While You Are Working If the Business Attendant Client loses communication with the Business Attendant Server, the Server Down Error message displays (Figure 2-12). Figure 2-12 Server Down Error message If you receive this message, do the following: 1. Click OK to close the error message window. 2. Contact the Administrator for the Business Attendant System at your site. 3.
OpenWorX Business Attendant System User Guide Chapter 3 Processing Calls Processing Calls Overview This chapter outlines the procedures the attendant uses to process calls, including answering a call, placing a call on hold, and transferring a call. You can use your mouse or your keyboard in the Business Attendant Client, so in most cases there will be more than one way to perform a function.
Processing Calls OpenWorX Business Attendant System User Guide About Call Processing To begin processing calls, log in to the Business Attendant Client. (See “Running the Business Attendant Client Application” on page 22 for more information.) After logging in, the Line Status window displays (Figure 3-1). Figure 3-1 Line Status window From the Line Status window, you can perform all call processing functions. Additionally, you can perform selected functions from the Directory and Speed Dials windows.
OpenWorX Business Attendant System User Guide Processing Calls Processing Calls Using the Speed Dials You can use the Speed Dials window (Figure 2-9 on page 21) to perform several call processing functions, such as dialing or forwarding calls. (See “Speed Dials Window” on page 21 for more information.) Use one of the following methods to open the Speed Dials window. • Select Window > Speed Dials from the Line Status window. • Press CTRL+P.
Processing Calls To Make a Call Using the Directory OpenWorX Business Attendant System User Guide Use the following steps to make a call from the Directory window. 1. If the Directory window (Figure 2-8 on page 19) is not displayed, open the Directory window by doing one of the following: • Start typing the name in the Number Entered field on the Line Status window to find the matching entries in the Directory.
OpenWorX Business Attendant System User Guide Processing Calls Answering Calls The Answer command connects you to an incoming call and places it on the next available loop. Note: If there are no available loops, the Business Attendant System stops answering calls until a loop becomes available. When an incoming call arrives in a queue, the queue button for that type of call is lit and the number on the display increases by one, as shown in Figure 3-2.
Processing Calls OpenWorX Business Attendant System User Guide Holding Calls The Hold command allows you to temporarily leave a connected call without releasing it, freeing you to handle calls on other loops. Note: Placing a Call On Hold Use one of the following actions to place a caller on hold. • Click the Hold command button. • Select Call > Hold from the Line Status window. • Press ALT+H.
OpenWorX Business Attendant System User Guide Processing Calls Transferring Calls The Business Attendant System gives you three ways to transfer calls: Blind Transfer Transfers the caller directly to the destination party and releases the attendant from the call. This is also known as a Direct Transfer. Screened Transfer Places the caller on hold while the attendant calls the destination party and announces the transfer. After announcing the transfer, the attendant releases the call.
Processing Calls OpenWorX Business Attendant System User Guide To Make a Blind Transfer Using the Speed Dials Use the following steps to make a blind transfer using speed dialing. 1. If the Speed Dials window (Figure 2-9 on page 21) is not displayed, do one of the following: • Select Window > Speed Dials from the Line Status window. • Press CTRL+P. 2.
OpenWorX Business Attendant System User Guide Making a Screened Transfer Processing Calls If you are already connected to a call, use any of the following methods to perform a screened transfer. Note: In any of the methods described below, you can toggle your connection between the source and destination parties by clicking on the Source/Dest command button. (See “Switching Between Source and Destination Callers” on page 37 for more information.
Processing Calls Transferring a Call to Voice Mail OpenWorX Business Attendant System User Guide The Business Attendant System allows you to automatically transfer a caller directly to a destination party’s voice mail box from the Directory window, releasing you from the call.
OpenWorX Business Attendant System User Guide To Place a Conference Call Processing Calls Use the following steps to place a conference call from the Line Status window. 1. Enter the phone number of the party you want to be conferenced in to the current call in the Number Entered field on the Line Status window. 2. Do one of the following: • Perform a screened transfer by doing one of the following: • Select the Screen Xfer command button. • Select Call > Screened transfer from the Line Status window.
Processing Calls OpenWorX Business Attendant System User Guide Releasing Calls The Release command connects a transferred caller to his or her destination, releases the attendant workstation from the call, and clears the loop to receive new calls. This command is also used to exit a conference call, leaving the other two parties talking. To Release a Call Use one of the following actions to release the current call from the Line Status window. • Click the Loop button of the destination caller.
OpenWorX Business Attendant System User Guide Processing Calls Switching Between Source and Destination Callers The Source/Destination commands allow you to switch between the source and destination parties prior to completing a conference call or transfer. This option is only available when you are in the process of transferring, overriding, or conferencing the current call.
Processing Calls OpenWorX Business Attendant System User Guide 4. When you are done, click the Release command button. The callers are left in a two-way call, the attendant workstation is released from the call, and the loop button display clears. Parking Calls One of the more powerful features of the Business Attendant System is the ability to park calls. Call parking allows the attendant to place the call in a pool to wait for the destination caller, freeing the attendant to answer more calls.
OpenWorX Business Attendant System User Guide Processing Calls To Park a Call Use the following steps to park a caller from the Line Status window. 1. Do one of the following: • Click the Park command button. • Select Call > Park from the Line Status window. • Press ALT+K. • Press F8. The Park dialog box displays (Figure 3-3). Figure 3-3 Park dialog box 2. If the caller’s information was not filled in automatically, enter the caller’s name in the Name field in the Party being parked group box.
Processing Calls Joining a Caller with a Parked Call OpenWorX Business Attendant System User Guide The Join command allows you to retrieve a parked caller and connect them to the paged party. Figure 3-4 Join Parked Call window To Join a Parked Call Use the following steps to join the paged party to the parked caller from the Line Status window. 1. After answering the call from the paged destination party, do one of the following: • Click the Join command button.
OpenWorX Business Attendant System User Guide Retrieving a Parked Call Processing Calls If the destination party does not respond to their page, you can retrieve the parked caller to take a message or send them to another party. Note: You can access any caller parked in the system, not just those you parked. Figure 3-5 Retrieve Parked Call window The Retrieve Parked Call window (Figure 3-5) lists all parked callers.
Processing Calls Parked Call Timeout OpenWorX Business Attendant System User Guide If a call is parked beyond the amount of time configured in the Business Attendant Administrator application, the Business Attendant System sends it back to any available attendant in the Park T.O. queue, which is presented to all attendants.
OpenWorX Business Attendant System User Guide Processing Calls 2. Do one of the following: • Enter the phone number you want forwarded in the Extension field. • Click the Directory button to display the Directory window, then click and drag the appropriate entry from the Directory window (Figure 2-8 on page 19) to the Change Forwarding dialog box. Click OK. The Setting Forwarding Extension dialog box displays (Figure 3-7), with the current forwarding patterns displayed.
Processing Calls OpenWorX Business Attendant System User Guide Setting Do-not-disturb The Do-not-disturb command blocks an extension’s incoming calls. When Do-notdisturb is active, callers will either hear a reorder (fast busy) tone when they dial that extension or follow the extension’s call forwarding patterns for all calls or unanswered calls. To Set Do-not-disturb Use the following steps to set Do-not-disturb for an extension.
OpenWorX Business Attendant System User Guide Processing Calls 3. Click OK. The Change Do-not-disturb dialog box displays (Figure 3-9), showing the current Do-not-disturb setting for that extension. Figure 3-9 Change Do-not-disturb dialog box—Select Phone Operation 4. Select Don’t allow incoming calls. 5. Click OK. Do-not-disturb is set and all incoming calls are blocked from this extension. Canceling Do-not-disturb Use the following steps to cancel Do-not-disturb for an extension.
Processing Calls OpenWorX Business Attendant System User Guide Working With Messages The Business Attendant System allows you to take messages for employees and send them either by e-mail or by turning on the employee’s message waiting lamp. When the employee calls back after seeing the message waiting lamp, the attendant can view and read the messages for the employee. The message waiting lamp is automatically turned off when there are no unread messages.
OpenWorX Business Attendant System User Guide Processing Calls Figure 3-10 New Message dialog box 3. Enter information about the person for whom you are taking the message in the Name, Company, Phone number, and Extension fields. 4. Enter the message in the Message edit box and, if desired, select any of the six message description check boxes in the Attributes group box. 5.
Processing Calls Viewing Messages OpenWorX Business Attendant System User Guide Use the following steps to review the messages for an employee. 1. If the Directory window (Figure 2-8 on page 19) is not displayed, open the Directory window by doing one of the following: • Start typing the name in the Number Entered field on the Line Status window to find the matching entries in the Directory.
OpenWorX Business Attendant System User Guide Processing Calls 3. The message list can be sorted in the ascending or descending order by any of the fields displayed. To sort the list in the ascending order by a given field, click the column header of the appropriate field. Click on the column header again to sort the list by the field in descending order. 4. To read the text of the message, double-click the message entry. The message text displays in the Message edit box.
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OpenWorX Business Attendant System User Guide Chapter 4 Configuring the User Options Configuring the User Options Overview This chapter outlines the procedures used to change the Business Attendant Client options to create a more personalized environment. The options can be set individually by each user, so each user can customize their speed dials and screen layouts without affecting other users.
Configuring the User Options OpenWorX Business Attendant System User Guide About the Business Attendant Client Options Dialog Box From the Business Attendant Client Options dialog box (Figure 4-1), you can configure the settings used by the Business Attendant Client application.
OpenWorX Business Attendant System User Guide Configuring the User Options Route/Trunk Configures the information displayed for routes and trunks in the Source/ Destination area of the Line Status window. Wave Files Configures wave file parameters used for recording and playing back greetings and telephone conversations. Note: The Wave Files tab is displayed and functional only if the NEC Dterm PC Card or an alternate device is installed.
Configuring the User Options OpenWorX Business Attendant System User Guide To Add or Modify a Speed Dial Using the Directory Use the following steps to add or modify a speed dial number using the Directory window. 1. If the Directory window is not displayed, open the Directory window by doing one of the following: • Start typing the name in the Number Entered field on the Line Status window to find the matching entries in the Directory.
OpenWorX Business Attendant System User Guide Configuring the User Options To Add or Modify a Speed Dial from the Speed Dials Window Use the following steps to add or modify a speed dial number from the Speed Dials window. 1. If the Speed Dials window (Figure 2-9 on page 21) is not displayed, do one of the following: • Select Window > Speed Dials from the Line Status window. • Press CTRL+P. 2. Right-click the desired speed dial button and select Properties from the shortcut menu.
Configuring the User Options Deleting a Speed Dial Button OpenWorX Business Attendant System User Guide To Delete a Speed Dial from the Line Status Window Use the following steps to delete a speed dial button from the Line Status window. 1. Select Options > Preferences from the Line Status window (Figure 3-1 on page 26). The Business Attendant Client Options dialog box displays (Figure 4-1 on page 52). 2. Select the General tab, which contains the Speed Dial group box (Figure 4-2 on page 53). 3.
OpenWorX Business Attendant System User Guide Configuring the User Options Configuring the Window Display Options You can configure how the Business Attendant Client windows displays on your desktop. Setting the Window Display Options Use the following steps to configure the Business Attendant Client window display options. 1. Select Options > Preferences from the Line Status window (Figure 3-1 on page 26). The Business Attendant Client Options dialog box displays (Figure 4-1 on page 52). 2.
Configuring the User Options OpenWorX Business Attendant System User Guide Setting the Health Check Server Interval The Business Attendant Client periodically checks to see if the Business Attendant Server is working properly. You can configure how often the Business Attendant Client checks the Business Attendant Server in the Business Attendant Client Options dialog box. Use the following steps to set the Health Check Server Interval. 1.
OpenWorX Business Attendant System User Guide Configuring the User Options Configuring Incoming Call Notification You can configure the Business Attendant Client to alert you to the presence of an incoming call whether or not the application is an active window. This feature allows you to minimize the Business Attendant Client while working in another application, and the system will notify you when you receive an incoming call.
Configuring the User Options OpenWorX Business Attendant System User Guide Selecting the Displayed Command Buttons You can specify which command buttons appear in the Line Status window when you are using the Business Attendant Client. For example, if call parking is not used by your organization, you can remove the Park, Retrieve, and Join buttons to simplify the user interface. Use the following steps to select the commands displayed on the command buttons in the Line Status window: 1.
OpenWorX Business Attendant System User Guide Configuring the User Options Displaying the Call Source/Destination Information The Business Attendant Client displays information about the original inbound or outbound caller in the Source area and information about the party receiving a transfer or participating in a conference in the Destination area of the Line Status window. You can select the type of information that displays for internal calls and external calls.
Configuring the User Options OpenWorX Business Attendant System User Guide 3. To change the information displayed for external calls, select the External Number DB tab (Figure 4-9), then select the information that you want displayed on lines 1, 2, and 3 from the Source/Dest Caller Information group box. If you do not want to display any information on a line, select None. Figure 4-9 External Number DB tab 4.
OpenWorX Business Attendant System User Guide Configuring the User Options 5. To change the information displayed for calls coming in on a specific route and trunk, select the Route/Trunk tab (Figure 4-11), then select the information that you want displayed on lines 1, 2, and 3 from the Source/Dest Route/Trunk Information group box. If you do not want to display any information on a line, select None. Figure 4-11 Route/Trunk tab 6. Click OK to save your changes.
Configuring the User Options OpenWorX Business Attendant System User Guide Configuring the Fields Displayed in the Directory Window The Business Attendant Client directory is divided into internal and external directory. Each directory contains various fields about employees and external numbers, respectively. You can choose the fields for each directory that you want to display in the Directory window. (See “Directory Window” on page 19 for more information.
OpenWorX Business Attendant System User Guide Configuring the User Options Changing Passwords You can change your password for the Business Attendant Client application by using the Change Password dialog box. Use the following steps to change your password: 1. Select Options > Change password from the Line Status window. The Change Password dialog box displays (Figure 4-13). Figure 4-13 Change Password dialog box 2. Enter your current password in the Old password field. 3.
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OpenWorX Business Attendant System User Guide Chapter 5 Working With the Directory Working With the Directory Overview This chapter outlines the procedures used to change the Business Attendant Client options to create a more personalized environment. The options can be set individually by each user, so each user can customize their speed dials and screen layouts without affecting other users.
Working With the Directory OpenWorX Business Attendant System User Guide Displaying the Directory The Directory window contains the internal and external directories. You can open the directory when the station is in “Idle” status or while the attendant is connected to a source caller. From the Line Status window (Figure 3-1 on page 26), use one of the following methods to display the Directory window (Figure 5-1).
OpenWorX Business Attendant System User Guide Changing the Default Sort Order Working With the Directory Use the following steps to change the default sort order of the displayed directory. 1. Select Options > Preferences on the Line Status window (Figure 3-1 on page 26) to open the Business Attendant Client Options dialog box (Figure 4-1 on page 52). 2. Select the Employee DB or External Number DB tab. 3. Select the field from the Default sort field drop-down list (Figure 5-2).
Working With the Directory OpenWorX Business Attendant System User Guide Adding a Directory Entry Use the following procedures to add new listings in the internal and external directories. Adding an Internal Directory Entry Use the following steps to add an entry to the internal directory. 1. Do one of the following to open the internal directory: • Select the View > Internal directory from the Directory window (Figure 51 on page 67).
OpenWorX Business Attendant System User Guide Adding an External Directory Entry Working With the Directory Use the following steps to add an entry to the external directory. 1. Do one of the following to open the external directory: • Select the View > External directory from the Directory window (Figure 51 on page 67). • Select the External tab in the Directory window (Figure 5-1 on page 67). 2. Do one of the following: • Select Edit > Add.
Working With the Directory OpenWorX Business Attendant System User Guide The number to be displayed in the directory, complete with spaces, hyphens, and parentheses. (For example, (972) 555-1212.) • Name • Account • Department • Company • Address • City • State • Zip • User Defined fields 1 - 4 4. To save the entry and add another entry without exiting the Add External Number dialog box, click Add Another. 5. Click OK to save the entry and exit the Add External Number dialog box.
OpenWorX Business Attendant System User Guide Working With the Directory Modifying a Directory Entry Use the following procedures to edit an entry in the internal or external directory. Modifying an Internal Directory Entry Use the following steps to modify an entry in the internal directory. 1. Do one of the following to open the internal directory: • Select the View > Internal directory from the Directory window (Figure 51 on page 67).
Working With the Directory Modifying an External Directory Entry OpenWorX Business Attendant System User Guide Use the following steps to modify an entry in the external directory. 1. Do one of the following to open the external directory: • Select the View > External directory from the Directory window (Figure 51 on page 67). • Select the External tab in the Directory window (Figure 5-1 on page 67). 2. Select the directory entry that you want to modify. 3.
OpenWorX Business Attendant System User Guide Working With the Directory Deleting a Directory Entry Use the following procedures to delete listings in the internal and external directories. Deleting an Internal Directory Entry Use the following steps to delete an internal directory entry. 1. Do one of the following to open the internal directory: • Select the View > Internal directory from the Directory window (Figure 51 on page 67).
Working With the Directory Deleting an External Directory Entry OpenWorX Business Attendant System User Guide Use the following steps to delete an external directory entry. 1. Do one of the following to open the external directory: • Select the View > External directory from the Directory window (Figure 51 on page 67). • Select the External tab in the Directory window (Figure 5-1 on page 67). 2. Select the entry that you want to delete from the Directory window. 3.
OpenWorX Business Attendant System User Guide Chapter 6 Using the Wave File Recording Features Using the Wave File Recording Features Overview This chapter outlines the procedures used to work with recorded wave files with the Business Attendant System, including playing and recording greetings and conversations.
Using the Wave File Recording Features OpenWorX Business Attendant System User Guide Table 6-1 Wave File Naming Conventions When You See It Indicates If the file name contains all digits, the file is a recorded call conversation. The numbers indicate the time that the conversation was recorded.
OpenWorX Business Attendant System User Guide Configuring Greetings Using the Wave File Recording Features The Greeting group box (Figure 6-2) on the Wave Files tab (Figure 6-1 on page 78) contains the settings the Business Attendant System uses to record and play greetings. Figure 6-2 Greeting group box The input and output wave devices for recording and playing back greetings must be configured before the Business Attendant System can use recorded greetings.
Using the Wave File Recording Features OpenWorX Business Attendant System User Guide 3. Select the device that will be used to record and play back the greeting wave file from the following options in the drop-down list. Table 6-2 Wave File Device Options Option Stereo Mic/Speakers Phone Voice Channel Dterm PC Line and Phone Note: Recording and Play Back Method Recording is done from the Mic input and the recording is played back through the speakers.
OpenWorX Business Attendant System User Guide Using the Wave File Recording Features Configuring Automatic Greetings Use the following steps to enable the Business Attendant System to play a greeting automatically. 1. From the Business Attendant Client Options dialog box (Figure 4-1 on page 52), select the Wave Files tab (Figure 6-1 on page 78). 2. Select the Automatically play greeting check box. 3. Click OK to save this parameter and exit the Business Attendant Client Options dialog box.
Using the Wave File Recording Features Configuring Automatic Call Recording OpenWorX Business Attendant System User Guide The Call Conversation group box (Figure 6-5) on the Wave Files tab (Figure 6-1 on page 78) contains the settings the Business Attendant System uses to enable attendants to record conversations.
OpenWorX Business Attendant System User Guide Using the Wave File Recording Features Setting Up Call Recording Wave File Input/Output Devices Use the following steps to select the wave file input and output devices for recording and playing back calls. 1. To select the device that will be used to record the calls, click the Change button beside the Input field in the Call Conversation group box (Figure 6-5). The Wave Input Device dialog box displays (Figure 6-3).
Using the Wave File Recording Features OpenWorX Business Attendant System User Guide Table 6-3 Wave File Device Options Option D term Note: PC Line and Phone Recording and Play Back Method Recording is done from both the adjunct telephone and the far party. The recording is played back to both the adjunct telephone and the far party. The Sample Rate, Sample Size, and Stereo fields are related to the wave file format. These fields can be changed if they are enabled.
OpenWorX Business Attendant System User Guide Using the Wave File Recording Features 2. Enter the number of minutes that the Business Attendant System should record the conversation before displaying a reminder in the Remind interval field. 3. Click OK to save this parameter and exit the Business Attendant Client Options dialog box. Setting the Wave File Path Before wave files can be played and recorded using the Business Attendant System, you must enter a path indicating the location of the wave files.
Using the Wave File Recording Features OpenWorX Business Attendant System User Guide Working with Greetings If you have installed the Dterm PC Board and its driver or alternate device in your computer, you are able to record and play wave files from or to a telephone line.
OpenWorX Business Attendant System User Guide Using the Wave File Recording Features 2. Click the red Record button to start recording. The slider moves while you record the message. The length of the file displays in the Position and Length fields. Note 1: The Stereo Mic/Speakers option is recommended to ensure the highest quality of recording. Note 2: If you have selected the Dterm Phone Voice Channel, take the receiver off the hook and speak the desired greeting.
Using the Wave File Recording Features OpenWorX Business Attendant System User Guide Figure 6-9 Save Greeting for Groups dialog box 6. Click the group(s) to select the desired groups. Click OK when all groups are selected. The Save Greeting for Groups dialog box closes. 7. Select the time of day that you want the message to be played: • All day • Morning • Afternoon 8. Click OK. The Record Greeting dialog box closes, saving the greeting.
OpenWorX Business Attendant System User Guide Using the Wave File Recording Features Working with Recorded Calls The Business Attendant System gives attendants the capability to record and play back call conversations. If configured, the Business Attendant System will automatically record a number of calls and save them as wave files for attendants to play back. (See “Configuring Automatic Call Recording” on page 82 for more information.
Using the Wave File Recording Features Playing a Recorded Call OpenWorX Business Attendant System User Guide Use the following steps to play a wave file of a recorded call. 1. Select Options > Play back from the Line Status window (Figure 3-1 on page 26). The Play Back dialog box displays (Figure 6-10). Figure 6-10 Play Back dialog box 2. Select the wave file that you want to play from the Wave Files group box.
OpenWorX Business Attendant System User Guide Using the Wave File Recording Features • Click the Fast Forward or Rewind button to move to a specific location in the wave file. After reaching the desired location, click the Play button to play the wave file. • Move the Slider Control to move to a specific location in the wave file. After reaching the desired location, click the Play button to play the wave file. • Click the Pause button to stop playing the wave file at the current location.
Using the Wave File Recording Features OpenWorX Business Attendant System User Guide Troubleshooting Wave Files NEC recommends that administrators should test the wave file quality by having the attendants record and play back a greeting to an incoming call, as well as record and play back a caller’s conversation so that the administrator can adjust the configuration of the Dterm PC board or the alternate device to establish a satisfactory wave file quality.
OpenWorX Business Attendant System User Guide Error Messages Appendix A Error Messages The following table lists the error messages that might be encountered when using the Business Attendant System Client application, the cause, and the suggested remedy. Table 6-6 Business Attendant Client Error Messages Message Cause All loops are full, please process the calls on • The attendant tried to answer a the loops. call with calls waiting on all loops.
Error Messages OpenWorX Business Attendant System User Guide Table 6-6 Business Attendant Client Error Messages Message Cause Database error: • Database error Destination number was forwarded unanswered back to us. Canceling transfer! • The destination phone had forwarded calls sent to the Operator. Dialed number was either forwarded back to attendant or it was a monitored number. • The destination phone had forwarded calls sent to the Operator. • The destination phone is a monitored number.
OpenWorX Business Attendant System User Guide Error Messages Table 6-6 Business Attendant Client Error Messages Message Operation failed, Line is busy. Cause Action • The attendant tried to answer a call, but failed because the attendant’s subline was offhook or busy. • Call processing error Complete the current call or manually release the call with the receiver on the Dterm to clear the line. Operation failed. Verify attendant's phone is Complete the current call or idle and try again.
Error Messages OpenWorX Business Attendant System User Guide Table 6-6 Business Attendant Client Error Messages Message Cause Action The local workstation is not a valid • The Business Attendant Contact the Administrator to workstation. Have someone with administrator Client’s workstation was not set up the workstation. rights set up this workstation in the database. entered in the Database using the Business Attendant Administrator application. The make call attempt failed. Please try again.
OpenWorX Business Attendant System User Guide Error Messages Table 6-6 Business Attendant Client Error Messages Message Cause WARNING: BAS Server has began a compact • A Client was logged in when and repair routine on the database. the Server was scheduled to Please wait until further notification is given. run a compact and repair routine on the BASQueueDB.mdb file. NDA-30103 Revision 4 Action Report the error to the Administrator.
Error Messages Page 98 OpenWorX Business Attendant System User Guide NDA-30103 Revision 4
