NEC NDA-30103-004 manual Answering Calls

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Answering Calls

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.

Call Indicator					Number of Calls

					Waiting in Queue

Queue Name

Figure 3-2 Queue Button

There are other ways the Business Attendant System can notify you of an incoming call in addition to the indicators on the queue buttons. You can configure the Business Attendant System to sound a beep, maximize the Line Status window, bring the application to the front, or flash the Line Status window when a new call is received. (See “Configuring Incoming Call Notification” on page 59 for more information.)

Use one of the following actions to answer an incoming call.

•Click the desired Queue button.

•Click the Answer command button.

•Select Call > Answer from the Line Status window.

•Press the SPACE bar.

•Press ALT+A from the Commands tab.

The Business Attendant System connects you to the first caller waiting in that queue and places the call in the first available loop.

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 LIST OF FIGURES TitlePage 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 Status Window MenusLine Menu Hold Call MenuAnswer DialCancel Change Password Options MenuWindow Menu Help MenuFigure 2-3Loop Buttons Command ButtonsLoops Figure 2-2Command ButtonsLoop Queues Tab Queuesmore information vacant level Source and Destination AreasFigure 2-7Status Line Number Entered FieldStatus Line Figure 2-6Number Entered FieldDirectory Window MenusInternal/External Tabs Line Status Group Box Line Status IndicatorCall Forward Indicator Search FieldsSpeed Dial Buttons Speed Dials WindowAbout Monitoring Speed Dials Options MenuRunning the Business Attendant Client Application Exiting theApplication 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 aSwitching Between Source and Destination Callers To Switch Between Source and Destination CallersOverriding Calls 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 CallRetrieving a Parked CallTo Retrieve a Parked Call Forwarding Calls TimeoutForwarding To Cancel CallTo Set Do-not-disturb Setting Do-not-disturbCanceling Do-not-disturb 4.Select Don’t allow incoming calls4.Select 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 Configuring Greetingsgreetings Stereo Mic/Speakers Phone Voice Channel Configuring Automatic Greetings Configuring Time-DependentGreetingsConfiguring Group Greetings Configuring Automatic Call Recording Enabling Call Recording2.Select the Record phone conversation check box 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 CallsPlaying a Recorded Call26. The Play Back dialog box displays Figure 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