NEC NDA-30103-004 manual Queues Tab, more information

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Queues Tab

Getting StartedOpenWorX Business Attendant System User Guide

Queues Tab

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. This number increases by one with every incoming call of its type and decreases by one every time an attendant answers one of this type or a caller abandons before the call is answered.

You can configure the Business Attendant Client workstation to sound a beep when an incoming call is placed in the queue. (See “Configuring the User Options” on page 51 for more information.)

Calls are placed in the queue in first-come, first-served order, but different queues are assigned different priorities, such as Priority or Me. To answer the next call, press the space bar. To answer a particular type of call, select the Queue Button or press the shortcut key for the desired queue. Table 2-2, “Queue Types and Shortcut Keys,” on page 16 describes each incoming call type and the shortcut key for each queue. Each call type is routed to the global attendant pool unless otherwise noted.

 

Table 2-2 Queue Types and Shortcut Keys

Type

Description

Internal

Incoming from an internal source

External

Incoming from a central office switch

CCSA

Incoming call from the Common Control Switching

Arrangement network

 

FX

Incoming call via a foreign exchange trunk

TIE

Incoming call from a remote station

WATS

Incoming call from across a Wide Area

Telecommunications Service

 

Priority

Incoming call to a monitored number designated with a

 

higher priority, given to select individuals

 

Incoming call to the Parked Orbit number in response to a

Paged

page; a call is routed to this queue when the parked call has

 

abandoned and is no longer waiting

Shortcut

Key

ALT+I

ALT+E

ALT+A

ALT+F

ALT+T

ALT+S

ALT+Y

ALT+G

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NDA-30103 Revision 4

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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 Page LIST OF FIGURESTitle 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 WindowsLine Menu Line Status WindowMenus Dial Call MenuAnswer HoldCancel Help Menu Options MenuWindow Menu Change PasswordFigure 2-2Command Buttons Command ButtonsLoops Figure 2-3Loop ButtonsLoop more information Queues TabQueues Source and Destination Areas vacant levelFigure 2-6Number Entered Field Number Entered FieldStatus Line Figure 2-7Status LineInternal/External Tabs Directory WindowMenus Search Fields Line Status IndicatorCall Forward Indicator Line Status Group BoxOptions Menu Speed Dials WindowAbout Monitoring Speed Dials Speed Dial ButtonsApplication Running the Business Attendant Client ApplicationExiting the 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 LineOverriding Calls Switching Between Source and Destination CallersTo Switch Between Source and Destination Callers 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 partyTo Retrieve a Parked Call Retrieving aParked Call Timeout Forwarding CallsTo Cancel Call ForwardingSetting Do-not-disturb To Set Do-not-disturb4.Select Allow incoming calls Canceling Do-not-disturb4.Select Don’t 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 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 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+F926. The Play Back dialog box displays Figure Playing aRecorded Call 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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