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Getting Started

OpenWorX Business Attendant System User Guide

 

 

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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. You can also perform this operation with the Cancel command button, by pressing ALT+N, or by pressing F2.

Release

Releases the attendant workstation from the current Source and Destination connection to receive new calls. You can also perform this operation with the Release command button, by pressing ALT+R, or by pressing F12.

Busy Camp

Allows the caller to wait for connection to a called party whose line is busy. Depending on the version of the PBX, the waiting caller is automatically connected

when the busy party releases from their call or presses the Answer button on the Dterm after hearing the call waiting tone. You can also perform this operation with

the Camp command button, by pressing ALT+P, or by pressing F11.

Override

Allows the attendant to interrupt an ongoing call to speak with one party, placing the other party on consultation hold, or join in conference with both parties in that call. You can also perform this operation with the Override command button, by pressing CTRL+F4 or by pressing ALT+V.

Park

Places a caller on an announcement trunk or a monitored number hearing music until they can be joined with a paged party. You can also perform this operation with the Park command button, by pressing ALT+K, or by pressing F8.

Join With Parked Call

Joins a parked caller to the current source caller and releases the attendant. You can also perform this operation with the Join command button, by pressing ALT+J, or by pressing CTRL+ALT+F8.

Retrieve Parked Call

Connects the attendant to the parked caller if the destination caller or paged party doesn’t respond. You can also perform this operation with the Retrieve command button, by pressing ALT+E, by pressing CTRL+F8.

Announce Call

Allows the attendant to place the caller on hold while the attendant announces the transfer to the destination party without the destination party answering the phone. You can also perform this operation by pressing ALT+L or by pressing CTRL+F7.

Transfer to Voice Mail

Automatically routes the source caller to the destination party’s voice mail box.

You can also perform this operation by pressing ALT+X or by pressing

CTRL+F6.

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Contents OpenWorX BUSINESS ATTENDANT SYSTEM USER GUIDENEC America, Inc NDA-30103-004 Revision November, Stock #LIABILITY DISCLAIMER TABLE OF CONTENTS PagePage Chapter 5 - Working With the Directory Page Title LIST OF FIGURESPage Greeting group box LIST OF TABLES This Page Left Blank TABLESWhat is the Business Attendant System? What is the Business Attendant System?Chapter How This Guide is Organized Using This GuideAppendix A - Error Messages How This Guide is OrganizedChapter 4 - Configuring the User Options Chapter 1 - IntroductionUsing This Guide Document ConventionsProcedures Keyboard ConventionsSummary of Shortcut and Function Keys Business Attendant System Terminology Hold Time Source Screened TransferServer Port Transfer to Voice MailAbout the Business Attendant Client Windows Chapter 2 Getting StartedOverview About the Business Attendant Client WindowsMenus Line Status WindowLine Menu Dial Call MenuAnswer HoldCancel Help Menu Options MenuWindow Menu Change PasswordFigure 2-2Command Buttons Command ButtonsLoops Figure 2-3Loop ButtonsLoop Queues Queues Tabmore information Source and Destination Areas vacant levelFigure 2-6Number Entered Field Number Entered FieldStatus Line Figure 2-7Status LineMenus Directory WindowInternal/External Tabs Search Fields Line Status IndicatorCall Forward Indicator Line Status Group BoxOptions Menu Speed Dials WindowAbout Monitoring Speed Dials Speed Dial ButtonsExiting the Running the Business Attendant Client ApplicationApplication Connecting to the Business Attendant Server If the Server Goes Down While You Are Logging InIf the Server Goes Down While You Are Working Switching Between Source and Destination Callers Chapter 3 Processing CallsCanceling Transactions Releasing Calls Setting Do-not-disturbProcessing Calls Using the Directory About Call ProcessingMaking Calls To Make a Call Using the Speed DialsProcessing Calls Using the Speed Dials To Make a Call from the Line Status WindowTo Make a Call Using the Directory Answering Calls Placing a Call On Canceling TransactionsHolding Calls HoldTransfer Transferring CallsMaking a Blind a blind transferTo Make a Blind Transfer Using the Speed Dials To Make a Blind Transfer Using the DirectoryMaking a Screened a screened transferMaking Conference Calls To Transfer a Call to Voice MailTo Place a Conference Call To Camp On a Releasing CallsCamping On To a Busy Line Busy LineTo Switch Between Source and Destination Callers Switching Between Source and Destination CallersOverriding Calls About Orbit Numbers Parking CallsParking a Call Parked Call” on page 40 for more informationTo Park a Call To Join a Parked Call Joining a Callerwith a Parked Call paged partyParked Call Retrieving aTo Retrieve a Parked Call Timeout Forwarding CallsTo Cancel Call ForwardingSetting Do-not-disturb To Set Do-not-disturb4.Select Don’t allow incoming calls Canceling Do-not-disturb4.Select Allow incoming calls Working With Messages Creating a MessageFigure 3-10New Message dialog box Press CTRL+R The Directory window displays 5.Do one of the following OpenWorX Business Attendant System User Guide Configuring the Window Display Options Chapter 4 Configuring the User OptionsConfiguring the Speed Dial Keys Setting the Health Check Server IntervalEmployee DB GeneralLine Window External Number DBConfiguring the Speed Dial Keys Adding or Modifying a Speed Dial NumberTo Add or Modify a Speed Dial Using the Directory Press CTRL+P Deleting a Speed Dial Button Configuring the Window Display Options Setting the Window Display OptionsSetting the Health Check Server Interval Configuring Incoming Call Notification Selecting the Displayed Command Buttons Figure 4-7Command Buttons group boxFigure 4-8Employee DB tab Figure 4-9External Number DB tab Figure 4-10DID DB tab6. Click OK to save your changes 2.Do one of the following Changing Passwords Saving the Screen LayoutOpenWorX Business Attendant System User Guide About the Directory Window Chapter 5 Working With the DirectoryAbout the Directory Window Displaying the Directory Sorting the DirectoryDisplaying the Directory Sorting the DirectoryChanging the Default Sort Order Figure 5-2Default Sort fieldAdding a Directory Entry Adding an Internal Directory EntryAdding an External Directory Entry Name Account Department Company Address Modifying a Directory Entry Modifying an Internal Directory EntryModifying an External Directory Entry Deleting a Directory Entry Deleting an Internal Directory EntryDeleting an External Directory Entry Wave File Naming Chapter 6 Using the Wave File Recording FeaturesAbout Wave File Recording ConventionsConfiguring Wave Files Settings Greetings Configuringgreetings Stereo Mic/Speakers Phone Voice Channel Configuring Time-DependentGreetings Configuring Automatic GreetingsConfiguring Group Greetings Enabling Call Recording Configuring Automatic Call Recording2.Select the Record phone conversation check box Stereo Mic/Speakers Phone Voice Channel Configuring the Number of Calls Recorded Configuring the Notification Warning2.Do one of the following Working with Greetings Recording a GreetingClick the Play button to play the wave file All day Morning Afternoon Working with Recorded Calls CTRL+F9Recorded Call Playing a26. The Play Back dialog box displays Figure Deleting Wave Files Troubleshooting Wave Files Appendix A Error Messages BASQueueDB.mdb fileBASQueueDB.mdb file, and Operation failed, Line is busy The local workstation is not a valid A Client was logged in when Page Error MessagesOpenWorX Business Attendant System User Guide NDA-30103Revision
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