NEC NDA-30103-004 manual What is the Business Attendant System?, Introduction, Chapter Topics

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OpenWorX Business Attendant System User GuideIntroduction

Chapter 1

Introduction

The Business Attendant System User Guide provides the information you need to work with the Business Attendant System Client application.

Chapter Topics

•What is the Business Attendant System?

•How This Guide is Organized

•Using This Guide

•Business Attendant System Terminology

What is the Business Attendant System?

The Business Attendant System is an OpenWorX application that brings the basic functionality of the business attendant console to the desktop of a Windows-based workstation. The Business Attendant System uses the NEC Open Applications Interface (OAI) to communicate with the NEAX 2400 or NEAX 2000. When connected to the NEC PBX, OAI shows call processing information on the attendant screen and allows the attendants to issue call processing requests with their keyboard or mouse. The Business Attendant System extends the attendant’s capabilities with database-driven console features and loops that provide powerful call handling and directory assistance services.

The Business Attendant System consists of the following components:

•The Business Attendant System—Clientapplication allows the attendants to process calls with a graphical user interface. The Business Attendant System— Client is referred to in this document as the Business Attendant Client.

•The Business Attendant System—Administrator application is used by administrators to configure the Business Attendant System components. The Business Attendant System—Administrator application is referred to in this document as the Business Attendant Administrator.

•The Business Attendant System—Serverprovides connectivity between the Business Attendant System and the PBX. The Business Attendant System— Server is referred to in this document as the Business Attendant Server.

Refer to the Business Attendant System Administration Guide for information about the Business Attendant Administrator application and refer to the Business Attendant System Installation Guide for information about the installing the Business Attendant System software.

NDA-30103 Revision 4

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Contents NDA-30103-004 Revision November, Stock # USER GUIDENEC America, Inc OpenWorX BUSINESS ATTENDANT SYSTEMLIABILITY DISCLAIMER Page TABLE OF CONTENTSPage Chapter 5 - Working With the Directory Page Page LIST OF FIGURESTitle Greeting group box LIST OF TABLES TABLES This Page Left BlankHow This Guide is Organized Using This Guide What is the Business Attendant System?Chapter What is the Business Attendant System?Chapter 1 - Introduction How This Guide is OrganizedChapter 4 - Configuring the User Options Appendix A - Error MessagesDocument Conventions Using This GuideKeyboard Conventions ProceduresSummary of Shortcut and Function Keys Business Attendant System Terminology Hold Time Transfer to Voice Mail Screened TransferServer Port SourceAbout the Business Attendant Client Windows Chapter 2 Getting StartedOverview About the Business Attendant Client WindowsLine Menu Line Status WindowMenus Hold Call MenuAnswer DialCancel Change Password Options MenuWindow Menu Help MenuFigure 2-3Loop Buttons Command ButtonsLoops Figure 2-2Command ButtonsLoop more information Queues TabQueues vacant level Source and Destination AreasFigure 2-7Status Line Number Entered FieldStatus Line Figure 2-6Number Entered FieldInternal/External Tabs Directory WindowMenus Line Status Group Box Line Status IndicatorCall Forward Indicator Search FieldsSpeed Dial Buttons Speed Dials WindowAbout Monitoring Speed Dials Options MenuApplication Running the Business Attendant Client ApplicationExiting the If the Server Goes Down While You Are Logging In Connecting to the Business Attendant ServerIf the Server Goes Down While You Are Working Setting Do-not-disturb Chapter 3 Processing CallsCanceling Transactions Releasing Calls Switching Between Source and Destination CallersAbout Call Processing Processing Calls Using the DirectoryTo Make a Call from the Line Status Window To Make a Call Using the Speed DialsProcessing Calls Using the Speed Dials Making CallsTo Make a Call Using the Directory Answering Calls Hold Canceling TransactionsHolding Calls Placing a Call Ona blind transfer Transferring CallsMaking a Blind TransferTo Make a Blind Transfer Using the Directory To Make a Blind Transfer Using the Speed Dialsa screened transfer Making a ScreenedTo Transfer a Call to Voice Mail Making Conference CallsTo Place a Conference Call Busy Line Releasing CallsCamping On To a Busy Line To Camp On aOverriding Calls Switching Between Source and Destination CallersTo Switch Between Source and Destination Callers Parked Call” on page 40 for more information Parking CallsParking a Call About Orbit NumbersTo Park a Call paged party Joining a Callerwith a Parked Call To Join a Parked CallTo Retrieve a Parked Call Retrieving aParked Call Forwarding Calls TimeoutForwarding To Cancel CallTo Set Do-not-disturb Setting Do-not-disturb4.Select Allow incoming calls Canceling Do-not-disturb4.Select Don’t allow incoming calls Creating a Message Working With MessagesFigure 3-10New Message dialog box Press CTRL+R The Directory window displays 5.Do one of the following Page Setting the Health Check Server Interval Chapter 4 Configuring the User OptionsConfiguring the Speed Dial Keys Configuring the Window Display OptionsExternal Number DB GeneralLine Window Employee DBAdding or Modifying a Speed Dial Number Configuring the Speed Dial KeysTo Add or Modify a Speed Dial Using the Directory Press CTRL+P Deleting a Speed Dial Button Setting the Window Display Options Configuring the Window Display OptionsSetting the Health Check Server Interval Configuring Incoming Call Notification Figure 4-7Command Buttons group box Selecting the Displayed Command ButtonsFigure 4-8Employee DB tab Figure 4-10DID DB tab Figure 4-9External Number DB tab6. Click OK to save your changes 2.Do one of the following Saving the Screen Layout Changing PasswordsPage Displaying the Directory Sorting the Directory Chapter 5 Working With the DirectoryAbout the Directory Window About the Directory WindowSorting the Directory Displaying the DirectoryFigure 5-2Default Sort field Changing the Default Sort OrderAdding an Internal Directory Entry Adding a Directory EntryAdding an External Directory Entry Name Account Department Company Address Modifying an Internal Directory Entry Modifying a Directory EntryModifying an External Directory Entry Deleting an Internal Directory Entry Deleting a Directory EntryDeleting an External Directory Entry Conventions Chapter 6 Using the Wave File Recording FeaturesAbout Wave File Recording Wave File NamingConfiguring Wave Files Settings greetings ConfiguringGreetings Stereo Mic/Speakers Phone Voice Channel Configuring Group Greetings Configuring Automatic GreetingsConfiguring Time-DependentGreetings 2.Select the Record phone conversation check box Configuring Automatic Call RecordingEnabling Call Recording Stereo Mic/Speakers Phone Voice Channel Configuring the Notification Warning Configuring the Number of Calls Recorded2.Do one of the following Recording a Greeting Working with GreetingsClick the Play button to play the wave file All day Morning Afternoon CTRL+F9 Working with Recorded Calls26. The Play Back dialog box displays Figure Playing aRecorded Call Deleting Wave Files Troubleshooting Wave Files BASQueueDB.mdb file Appendix A Error MessagesBASQueueDB.mdb file, and Operation failed, Line is busy The local workstation is not a valid A Client was logged in when NDA-30103Revision Error MessagesOpenWorX Business Attendant System User Guide Page