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OpenWorX BUSINESS ATTENDANT SYSTEM
USER GUIDE
NEC America, Inc.
NDA-30103-004
Revision 4.0
November, 2001
Stock # 0221191
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LIABILITY DISCLAIMER NEC America, Inc. reserves the right to change the specifications, functions, or features, at any time, without notice. NEC America, Inc. has prepared this document for the exclusive use of its employees and customers. The information contained herein is the property of NEC America, Inc. and shall not be reproduced without prior written approval from NEC America, Inc. term NEAX, D , and OpenWorX are registered trademarks of NEC Corporation. © 2001 NEC America, Inc. Prin
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OpenWorX Business Attendant System User Guide CONTENTS TABLE OF CONTENTS Page Chapter 1 - Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 What is the Business Attendant System? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 How This Guide is Organized . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Using This Guide . . . . . .
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CONTENTS OpenWorX Business Attendant System User Guide Page Holding Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Placing a Call On Hold. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Retrieving a Held Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Canceling Transacti
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OpenWorX Business Attendant System User Guide CONTENTS Page To Add or Modify a Speed Dial from the Speed Dials Window. . . . . . . . . . . . . . . . . . . . . . . . 55 Deleting a Speed Dial Button. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56 To Delete a Speed Dial from the Line Status Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56 To Delete a Speed Dial from the Speed Dials Window. . . . . . . . . . . . . . . . . .
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CONTENTS OpenWorX Business Attendant System User Guide Page Playing a Recorded Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90 Deleting Wave Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91 Troubleshooting Wave Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92 Appendix A - Error Messages
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OpenWorX Business Attendant System User Guide FIGURES LIST OF FIGURES Figure Title Page 2-1 Line Status Window. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 2-2 Command Buttons. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 2-3 Loop Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 2-4 Queue Buttons . . . . .
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FIGURES OpenWorX Business Attendant System User Guide Figure Title Page 6-2 Greeting group box . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79 6-3 Wave Input Device dialog box. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79 6-4 Wave Output Device dialog box . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79 6-5 Call Conversation group box. . . . . . . . . . . . . . .
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OpenWorX Business Attendant System User Guide TABLES LIST OF TABLES Table Title Page 1-1 Document Conventions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 1-2 General Key Conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 1-3 Business Attendant System Shortcut and Function Keys . . . . . . . . . . . . . . . . . . . . . . . 5 2-1 Loop Button Shortcut Keys . . . . . . . . . . . . . . . .
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TABLES OpenWorX Business Attendant System User Guide This Page Left Blank. Page viii DRAFT NDA-30103 Revision 4
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OpenWorX Business Attendant System User Guide Introduction 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
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Introduction OpenWorX Business Attendant System User Guide How This Guide is Organized Chapter 1 - Introduction This chapter outlines how to use the manual, including the actual manual organization, chapter layout, keyboard conventions, function keys, and basic terminology for the Business Attendant System. Chapter 2 - Getting Started This chapter gives a detailed overview of the Business Attendant System and its functions and features, including the hardware and software requirements, scree
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OpenWorX Business Attendant System User Guide Introduction Using This Guide This guide is designed to make the attendant station easy to understand and simple to use. There are examples of the screens you will see in the Business Attendant Client, with step-by-step instructions for the procedures you need to perform. Note: The screens and procedures shown in this guide represent the typical installation of the Business Attendant System. Remember that the Business Attendant System can be cus
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Introduction OpenWorX Business Attendant System User Guide Procedures Step-by-step instructions are numbered. Simply follow the numbered steps to perform the desired function. Sometimes in step-by-step instructions, you will have more than one option to complete the task. These options are presented in bulleted lists, as shown in the following example: 1. Do one of the following to add a field to the Employee directory. Select the desired field from the Employee field and click Add. Do
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OpenWorX Business Attendant System User Guide Introduction Summary of Shortcut and Function Keys Use the following keys in the Line Status window: Table 1-3 Business Attendant System Shortcut and Function Keys To Choose Shortcut Key Function Key Answer ALT+ANone Announce Call ALT+L CTRL+F7 Dial ALT+D None Hold ALT+H F5 Unhold ALT+U F3 Blind Transfer ALT+B F6 Screened Transfer ALT+S F7 Transfer to Voice Mail ALT+X CTRL+F6 Conference ALT+F F9 Toggle Source/Destination ALT+S F10 Cancel ALT+N F2 R
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Introduction OpenWorX Business Attendant System User Guide Business Attendant System Terminology Abandoned Parked Caller A parked caller who chooses not to wait for the paged caller to respond and hangs up. ANI Number Automatic Number Identification. Generally, the ANI Number lists the telephone number from which the call is placed and the name associated with that number, if available. Announce Call Allows the attendant to place the caller on hold while the attendant announces the transfer
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OpenWorX Business Attendant System User Guide Introduction Hold Time A timer setting that specifies the amount of time the Business Attendant System allows a caller to remain on hold before reminding the attendant that the caller is still on hold. Link Destination Address The IP address of the PBX running OAI. Link Port The port the Business Attendant Server uses to communicate with the PBX. Link Source Address Specifies the Ethernet card to use if more than one is installed. Monitored Numbe
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Introduction OpenWorX Business Attendant System User Guide Screened Transfer Allows the attendant to place the caller on consultation hold, then call the destination party, announce the transfer, and release from the call. Also known as an Announced Transfer. Server Port The port used by all Business Attendant Client workstations to communicate with the Business Attendant Server. Source The extension where a call originates or the party placing the call. Transfer to Voice Mail Automatically r
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OpenWorX Business Attendant System User Guide Getting Started Chapter 2 Getting Started Overview The Business Attendant System brings the functionality of an attendant console to the PC. The Business Attendant Client gives you the ability to handle calls quickly and efficiently with features that include call parking, page retrieval, and internal and external directory assistance. Chapter Topics About the Business Attendant Client Windows Line Status Window Directory Window Speed Dial
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Getting Started OpenWorX Business Attendant System User Guide Line Status Window The Line Status window (Figure 2-1) is the main window of the Business Attendant Client and is used for all of the call processing functions. This window displays the status of each loop as well as the activity that is taking place on those loops. The tabs, buttons, and menus on the Line Status window are described in the following sections. Menu Bar Command and Queues Tabs Loop Buttons Source and Destination
