Holding Calls, Canceling Transactions | NEC NDA-30103-004 manual

Holding Calls

Processing CallsOpenWorX Business Attendant System User Guide

Holding Calls

	The Hold command allows you to temporarily leave a connected call without
	releasing it, freeing you to handle calls on other loops.
	Note: If there are no available loops, the Business Attendant System stops answering
		calls until a loop becomes available.
Placing a Call On	Use one of the following actions to place a caller on hold.
Hold	• Click the Hold command button.
	• Click the Hold command button.
	• Select Call > Hold from the Line Status window.
	•	Press ALT+H.
	•	Press F5.

Retrieving a Held Call

The Business Attendant System places the caller on hold with music and the Call Status indicator on that loop button turns red.

The Unhold command reconnects you to a call you previously placed on hold. Use one of the following actions to retrieve a caller on hold.

•Click the Loop button of the held caller.

•Select the Unhold command button.

•Select Call > Unhold from the Line Status window.

•Press ALT+U.

•Press F3.

•If there are no calls waiting in the queue, press the SPACE bar to connect you to the held call that has been waiting longest.

The Business Attendant System connects you to the caller and the Call Status Indicator on that loop button turns green.

Canceling Transactions

The Cancel command stops a call transaction in progress. Use this command to rejoin the source caller if the destination party does not answer or is busy when you attempt a screened transfer, or to hang up after placing a call or answering a call.

To Cancel a Call Use one of the following actions to cancel or end the current call.

•Click the Cancel command button.

•Select Call > Cancel from the Line Status window.

•Press ALT+N.

•Press F2.

The current call ends. If canceling a screened transfer, you are connected to the source caller for further processing.

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NEC NDA-30103-004 manual Holding Calls, Canceling Transactions, Placing a Call On, Retrieving a Held Call

Contents

USER GUIDE NEC America, IncOpenWorX BUSINESS ATTENDANT SYSTEM NDA-30103-004 Revision November, Stock # LIABILITY DISCLAIMER TABLE OF CONTENTS Page Page Chapter 5 - Working With the Directory Page Title LIST OF FIGURESPage Greeting group box LIST OF TABLES This Page Left Blank TABLES What is the Business Attendant System? ChapterWhat is the Business Attendant System? How This Guide is Organized Using This Guide How This Guide is Organized Chapter 4 - Configuring the User OptionsAppendix A - Error Messages Chapter 1 - Introduction Using This Guide Document Conventions Procedures Keyboard Conventions Summary of Shortcut and Function Keys Business Attendant System Terminology Hold Time Screened Transfer Server PortSource Transfer to Voice Mail Chapter 2 Getting Started OverviewAbout the Business Attendant Client Windows About the Business Attendant Client Windows Menus Line Status WindowLine Menu Call Menu AnswerDial Hold Cancel Options Menu Window MenuHelp Menu Change Password Command Buttons LoopsFigure 2-2Command Buttons Figure 2-3Loop Buttons Loop Queues Queues Tabmore information Source and Destination Areas vacant level Number Entered Field Status LineFigure 2-6Number Entered Field Figure 2-7Status Line Menus Directory WindowInternal/External Tabs Line Status Indicator Call Forward IndicatorSearch Fields Line Status Group Box Speed Dials Window About Monitoring Speed DialsOptions Menu Speed Dial Buttons Exiting the Running the Business Attendant Client ApplicationApplication Connecting to the Business Attendant Server If the Server Goes Down While You Are Logging In If the Server Goes Down While You Are Working Chapter 3 Processing Calls Canceling Transactions Releasing CallsSwitching Between Source and Destination Callers Setting Do-not-disturb Processing Calls Using the Directory About Call Processing To Make a Call Using the Speed Dials Processing Calls Using the Speed DialsMaking Calls To Make a Call from the Line Status Window To Make a Call Using the Directory Answering Calls Canceling Transactions Holding CallsPlacing a Call On Hold Transferring Calls Making a BlindTransfer a blind transfer To Make a Blind Transfer Using the Speed Dials To Make a Blind Transfer Using the Directory Making a Screened a screened transfer Making Conference Calls To Transfer a Call to Voice Mail To Place a Conference Call Releasing Calls Camping On To a Busy LineTo Camp On a Busy Line To Switch Between Source and Destination Callers Switching Between Source and Destination CallersOverriding Calls Parking Calls Parking a CallAbout Orbit Numbers Parked Call” on page 40 for more information To Park a Call Joining a Caller with a Parked CallTo Join a Parked Call paged party Parked Call Retrieving aTo Retrieve a Parked Call Timeout Forwarding Calls To Cancel Call Forwarding Setting Do-not-disturb To Set Do-not-disturb 4.Select Don’t allow incoming calls Canceling Do-not-disturb4.Select Allow incoming calls Working With Messages Creating a Message Figure 3-10New Message dialog box Press CTRL+R The Directory window displays 5.Do one of the following This Page Left Blank Chapter 4 Configuring the User Options Configuring the Speed Dial KeysConfiguring the Window Display Options Setting the Health Check Server Interval General Line WindowEmployee DB External Number DB Configuring the Speed Dial Keys Adding or Modifying a Speed Dial Number To 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 Options Setting the Health Check Server Interval Configuring Incoming Call Notification Selecting the Displayed Command Buttons Figure 4-7Command Buttons group box Figure 4-8Employee DB tab Figure 4-9External Number DB tab Figure 4-10DID DB tab 6. Click OK to save your changes 2.Do one of the following Changing Passwords Saving the Screen Layout Configuring the User Options Chapter 5 Working With the Directory About the Directory WindowAbout the Directory Window Displaying the Directory Sorting the Directory Displaying the Directory Sorting the Directory Changing the Default Sort Order Figure 5-2Default Sort field Adding a Directory Entry Adding an Internal Directory Entry Adding an External Directory Entry Name Account Department Company Address Modifying a Directory Entry Modifying an Internal Directory Entry Modifying an External Directory Entry Deleting a Directory Entry Deleting an Internal Directory Entry Deleting an External Directory Entry Chapter 6 Using the Wave File Recording Features About Wave File RecordingWave File Naming Conventions Configuring 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 Warning 2.Do one of the following Working with Greetings Recording a Greeting Click the Play button to play the wave file All day Morning Afternoon Working with Recorded Calls CTRL+F9 Recorded Call Playing a26. The Play Back dialog box displays Figure Deleting Wave Files Troubleshooting Wave Files Appendix A Error Messages BASQueueDB.mdb file BASQueueDB.mdb file, and Operation failed, Line is busy The local workstation is not a valid A Client was logged in when Error Messages OpenWorX Business Attendant System User GuidePage NDA-30103Revision