Avaya Attendant Console User manual

Brand: Avaya

Model: Attendant Console

Category: Networking

Type: User manual

Part No. P0936570 04

Business Communications

Manager 3.0

Attendant Console Set Up and

Operation Guide

P0936570 04

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.

Trademarks

NORTEL NETWORKS is a trademark of Nortel Networks.

Microsoft, MS, MS-DOS, Windows, and Windows NT are registered trademarks of Microsoft Corporation.

All other trademarks and registered trademarks are the property of their respective owners.

Contents 3

Attendant Console Set Up and Operation Guide

Contents

Chapter 1

About Attendant Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

About this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

How to get help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Chapter 2

Preparing for installation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

How Attendant Console works . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Setting up an Attendant Console network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Requirements for Attendant Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Business Communications Manager 3.0 telephone system requirements . . . . . . 11

Requirements for installing the Client component on a computer . . . . . . . . . . . . . 11

Chapter 3

Getting ready to install Attendant Console. . . . . . . . . . . . . . . . . . . . . . . . . 13

Windows networking for an attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Checking the network components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Windows networking for reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Enabling database sharing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Networked operations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Chapter 4

Installing Attendant Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Installing the Client component . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Chapter 5

Configuring Attendant Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Starting Attendant Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Configuring the Server component . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Setting Logging options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Chapter 6

Configuring Attendants. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Setting the extension and server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Starting the Client component . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Quitting the Client component . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Verifying Attendant Console installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Types of Attendant setups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Full-time main attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Part-time main attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

4 Contents

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Backup attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Assistant attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Overflow attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Setting up other Attendant features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Notifying the attendant of incoming calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Automatically restoring the Attendant Console window when a call comes in . . . 41

Selecting extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Setting Transfer options for CallPilot and linking . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Starting the Reports component . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Quitting the Reports component . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Configuring the Reports component . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Chapter 7

Upgrading Attendant Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Adding additional Attendant Console attendants . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Removing Attendant Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Chapter 8

Troubleshooting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Troubleshooting the Server component . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Logging Server component activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Saving the Server log file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Changing the logging information displayed . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Server log error messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Retcode messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

Troubleshooting Client component installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Client error messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Logging Attendant activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Troubleshooting the Reports component . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Reports error messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

External Errors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

Attendant Console Set Up and Operation Guide

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.

The attendant uses the interface to:

• originate calls

• answer and manage multiple calls

• view a company’s name before answering a call

• record, add and change caller information for future use

• quickly access information about a caller

• transfer calls to employees or their voice message mailbox

• send the caller’s name to the employee’s telephone display

• park calls and page employees

• view information in a Directory about your company’s employees such as their extension

number, person status and telephone status

• create and print reports showing how incoming calls are handled

• view the status of extensions in the company’s Business Communications Manager base unit

For information about using these features, refer to the Business Communications Manager 3.0

Attendant Console User Guide.

About this guide

This guide tells a System Administrator how to install and set up Attendant Console for use in

your company.

The instructions in this guide are designed for experienced computer users who are familiar with

client/server software installations, Business Communications Manager 3.0 technology and Local

Area Network (LAN) technology.

6 Chapter 1 About Attendant Console

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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#.

If you do not yet have a PIN Code, or for general questions and first line support, you can enter

ERC 338#.

Website:

http://www.nortelnetworks.com/support

email:

naitas@nortelnetworks.com

Presales Support (CSAN)

Telephone:

1-800-4NORTEL (1-800-466-7835)

Use Express Routing Code (ERC) 1063#

EMEA (Europe, Middle East, Africa)

Technical Support

Telephone:

00800 800 89009

Fax:

44-191-555-7980

email:

emeahelp@nortelnetworks.com

CALA (Caribbean & Latin America)

Technical Support

Telephone:

1-954-858-7777

email:

csrmgmt@nortelnetworks.com

Chapter 1 About Attendant Console 7

Attendant Console Set Up and Operation Guide

APAC (Asia Pacific)

Technical Support

Telephone:

+61 388664627

Fax:

+61 388664644

email:

asia_support@nortelnetworks.com

8 Chapter 1 About Attendant Console

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Attendant Console Set Up and Operation Guide

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.

How Attendant Console works

Attendant Console is a client/server software system that has three components:

• Server component

• Client component

• Reports component

Server component

The Server component supports the Client component running on computers connected through a

Transmission Control Protocol/Internet Protocol (TCP/IP) based LAN.

The Server component also uses this interface to request Business Communications Manager base

unit call processing features.

The Server component communicates with the Client components using TCP/IP to pass

information about call arrival, telephone status and the database to the Client components as

required. The Server component also handles Client component requests for Business

Communications Manager base unit operations.

The Server component maintains and collects call-processing information in a database. The

Server component uses the information in the database for call handling. The Server component

also maintains call detail information for reporting purposes.

Client component

The Client component controls the Attendant Console graphical user interface. The Client

component communicates with the Server component using TCP/IP to perform call handling on

the Business Communications Manager base unit telephone and to access and manage the

database.

10 Chapter 2 Preparing for installation

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The Client component enhances the telephone attendant’s productivity and responsiveness by

displaying:

• incoming call information

• telephone status

• directory information

• call disposition requests

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. The Reports component is installed

automatically with the Client component. The Reports component accesses the database using

TCP/IP.

Install the Reports component on the same computer as the Client component.

Setting up an Attendant Console network

You can set up an Attendant Console system as a networked model. In a networked model, one or

more attendants manage the calls for a company with their computers connected through a

network to the Server component.To set up more than one attendant to manage a company’s calls,

you can connect the Server component to additional computers through a LAN. The Client

component can be installed on LAN-attached computers. A Client component license is required

for each additional copy of the Client component.

Note: The Client component must be installed on all attendants’ computers.

Chapter 2 Preparing for installation 11

Attendant Console Set Up and Operation Guide

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. The Business

Communications Manager base unit must be equipped with trunk modules capable of receiving

Caller ID information. You must also subscribe to Caller ID through the local telephone company.

Make sure that each attendant has a two line display telephone and a headset.

The Attendant Console Client component can monitor these telephones:

• two line display

• one line display

• 2500 - type (industry standard)

• Companion Wireless

Attendant Console supports Visual Call Announcing and Control on two line display telephones.

Requirements for installing the Client component on a computer

Minimum hardware requirements:

• Pentium-based computer

• 32 MB of memory or more

• 10 MB available disk space (total disk space required for either the stand-alone model or

networked model.)

• Local Area Network connection for client software installation

• SVGA monitor with a minimum resolution of 800 x 600 and .28 dot pitch or smaller

• keyboard and mouse supported by Windows

• printer supported by Windows (optional, for report printing)

• PCI - bus Network Interface Adapter, 10/100 MB Ethernet

Software requirements:

• Windows versions 95, 98, NT 4.0, ME, XP or 2000

Note: Additional disk space may be required for the database. The required size of the

database depends on the call volume and the frequency of call record deletion.

Note: Excludes NE2000-Class cards.

12 Chapter 2 Preparing for installation

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Attendant Console Set Up and Operation Guide

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.

• Attendant Console uses TCP/IP to communicate between the Server and the Client

components. Make sure that TCP/IP is installed on every computer that runs Attendant

Console. Follow the steps in “Windows networking for an attendant” on page 13.

Windows networking for an attendant

Attendant Console uses TCP/IP to communicate between the Business Communications Manager

3.0 and the Client component. You must have Windows Networking installed on all Attendant

Console computers.

The Attendant Console installation process does not install Windows Networking. For instructions

on how to install Windows Networking, refer to your network or Windows documentation.

To check the Windows setup before you install the Client component

1 Start Windows on the attendant computer.

2 On the Windows taskbar, click Start, point to Settings and then click Control Panel.

3 Double-click the Network icon.

The Network window opens with the Configuration tab displayed.

4 Check that TCP/IP is on the list of installed network components. If not, click the Add button

to install TCP/IP using the Windows installation procedures.

5 Double-click TCP/IP.

For attendant computers, check with your network administrator that the IP Address option is

consistent with other computers on the network. Usually the Obtain an IP address

automatically option is selected.

6 Install any components that are not present from the Windows installation package or consult

your network administrator for assistance. After you make sure these items are installed, close

the windows.

Note: If your company has a network administrator, check with your administrator

before you change any network configuration parameters.

14 Chapter 3 Getting ready to install Attendant Console

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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.

To check for required network components on the attendant computer

1 Start Windows on the computer.

2 On the Windows taskbar, click Start, point to Settings and then click Control Panel.

The Control Panel window appears.

3 Double-click the Network icon.

The Network window opens with the Configuration tab displayed.

4 Click the File and Print Sharing button.

The File and Print Sharing dialog box appears.

5 Select both the options in the File and Print Sharing dialog box.

6 Click the OK button.

The File and Print Sharing dialog box closes.

7 Click the OK button on the Network window.

Note: If your company has a network administrator, check with your administrator

before you change any network configuration parameters.

Chapter 3 Getting ready to install Attendant Console 15

Attendant Console Set Up and Operation Guide

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.

To support operation of the Reports component on a networked attendant computer, check that the

File and Print Sharing component is present and enabled. For more information see “Checking the

network components” on page 14.

To allow Attendant Console users to access the database, you must enable database sharing. For

more information see “Enabling database sharing” on page 15.

Enabling database sharing

1 Point your web browser to the URL

http://<IP address>:6800

where <IP address> is the IP address of Business Communications Manager 3.0.

The Business Communications Manager 3.0 Unified Manager screen appears.

2 Click the Configure button.

The Login screen appears.

3 In the User ID box, type the system administrator user ID.

The default user ID is supervisor.

4 In the Password box, type the system administrator password.

The default password is visor.

5 Click the Login button.

The Business Communications Manager screen appears.

6 Click the Diagnostics heading.

7 On the Tools menu, click Telnet.

8 At the login prompt, enter the system administrator user ID and press Enter.

9 At the password prompt, enter the system administrator password and press Enter.

10 Press 7.

11 Type the following command:

net share console="D:\data files\Nortel networks\attendant console\

consoleservicedb"

12 Press Enter.

13 Type

Exit and press Enter.

14 Press X.

15 Click the BCM heading.

16 On the Logoff menu, click Logoff.

16 Chapter 3 Getting ready to install Attendant Console

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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. The first attendant to answer an incoming call connects to the caller. As soon as an attendant

answers the call, the other attendants’ telephones stop ringing.

The first step is to set up the attendant telephones. Install the Client component on each of the

Attendant computers and set them up as main attendants. Each incoming call appears on the

Attendant window of each Attendant computer. The first attendant to answer a call connects to the

caller. The answered incoming call disappears from the other attendant’s windows.

Incoming calls are divided between two or more attendants

The Business Communications Manager base unit incoming trunks are divided between two or

more telephones. Each attendant extension is programmed so that a portion of the incoming calls

appear at the telephone. With two attendants, for example, half the extensions ring at one attendant

telephone (Attendant A) and the other extensions ring at the other attendant telephone (Attendant

B).

After you set up the telephones, you can install Attendant Console. As in the previous example,

you must set up the Client component as a main attendant on each of the Attendant computers. The

only difference is that in this example the overflow feature must be set at each Attendant

computer. This means A’s extension must be set to overflow to B’s and B’s must be set to

overflow to A’s.

Attendant Console Set Up and Operation Guide

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.

To install Attendant Console

1 On the attendant’s computer, close any open Windows applications.

2 Point the web browser to the URL http://<IP address>:6800

where <IP address> is the IP address of Business Communications Manager 3.0.

The Business Communications Manager 3.0 Unified Manager screen appears.

18 Chapter 4 Installing Attendant Console

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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

Attendant Console Set Up and Operation Guide

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.

20 Chapter 4 Installing Attendant Console

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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.

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Avaya Attendant Console User manual

Brand: Avaya

Model: Attendant Console

Category: Networking

Type: User manual

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