Avaya BCM 2.0 Attendant Console User Manual

Enterprise Edge 2.0 Attendant Console Set Up and Operation Guide

P0911959 Issue 02

Chapter 1 About Enterprise Edge Attendant Console 5

About this guide 5 Conventions 6 Reference documents 6

Chapter 2 Preparing for installation 7

How Enterprise Edge Attendant Console works 7

Server component 7 Client component 8

Reports component 8 Company model 8 Requirements for Enterprise Edge Attendant Console 8

Enterprise Edge telephone system requirements 9

PC system requirements for installing the Client component on a client

PC 9

Chapter 3 Preparing the PC environment 11

Windows networking for an attendant 11 Windows networking for reports 13 Virtual network computing (VNC) 13

Web browser requirements 13

Using VNC 14

Quitting VNC 14

Chapter 4 Installing Enterprise Edge Attendant Console 15

Installing the Enterprise Edge Attendant Console Client component 15

Chapter 5 Configuring Enterprise Edge Attendant Console 17

Configuring the Server component 17

Setting Logging options 19 Configuring the Client component 21

Starting the Client component for the first time 21

Starting the Client component 21

Quitting the Client component 22

Types of Attendant setups 22

Setting up other Attendant features 26 Starting the Reports component 29 Configuring the Reports component 29

Quitting the Reports component 29 Networked operations 29 Verifying Enterprise Edge Attendant Console installation 30

P0911959 Issue 02 Enterprise Edge 2.0 Attendant Console Set Up and Operation Guide

4 Contents

Chapter 6 Upgrading Enterprise Edge Attendant Console 33

Adding additional Enterprise Edge Attendant Console attendants 33 Removing Enterprise Edge Attendant Console 33

Chapter 7 Troubleshooting 35

Troubleshooting the Server component 35

Logging Server component activity 35 Troubleshooting Client component installation 39

Logging Attendant activity 41 Troubleshooting the Reports component 42

Glossary 45

Index 47

Enterprise Edge 2.0 Attendant Console Set Up and Operation Guide P0911959 Issue 02

About Enterprise Edge Attendant Console

Enterprise Edge Attendant Console is an application that provides centralized call management and call activity reporting to a business. It runs on one or more Pentium® class personal computers (PCs).

With Enterprise Edge Attendant Console, a telephone attendant uses a graphical user interface. You can customize the way Enterprise Edge Attendant Console is set up to best suit your company’s call management requirements. The attendant uses the interface to:

• originate calls

• answer and manage multiple calls

• view a company’s name before answering a call

• record, add and change caller information for future use

• quickly access information about a caller

• transfer calls to employees or their voice message mailbox

• send the caller’s name to the employee’s Enterprise Edge telephone display

• park calls and page employees

• view information in a Directory about your company’s employees such as their extension number, person status and telephone status

• create and print reports showing how incoming calls are handled

• view the status of extensions in the company’s Enterprise Edge server

For information about using these features, refer to the Enterprise Edge 2.0 Attendant Console User Guide.

About this guide

This document describes how to install and set up an Enterprise Edge Attendant Console system for use in your company.

The instructions in this guide are designed for experienced PC users who are familiar with client/server software installations, Enterprise Edge technology and Local Area Network (LAN) technology.

If you encounter problems or require definitions of error messages during installation, refer to Troubleshooting on page 35.

P0911959 Issue 02 Enterprise Edge 2.0 Attendant Console Set Up and Operation Guide

6 About Enterprise Edge Attendant Console

Conventions

The term LAN refers to a Local Area Network that supports TCP/IP.

Reference documents

You may need to refer to the following documentation:

• the Enterprise Edge 2.0 Programming Operations Guide and the Enterprise Edge 2.0 Server Installation Guide that comes with your Enterprise Edge server

• the Enterprise Edge Voice Messaging installation and set up documentation that comes with your Enterprise Edge product package

• the Enterprise Edge 2.0 Attendant Console User Guide

Enterprise Edge 2.0 Attendant Console Set Up and Operation Guide P0911959 Issue 02

Preparing for installation

Before you install Enterprise Edge Attendant Console:

• read the section How Enterprise Edge Attendant Console works on page 7.

• read the section Company model on page 8.

• review the requirements in Requirements for Enterprise Edge Attendant

Console on page 8.

• make sure your Enterprise Edge telephone system is installed properly and is functioning correctly. Refer to Preparing the PC environment on page 11.

After you complete these steps, read Installing Enterprise Edge Attendant Console on page 15 before you proceed.

How Enterprise Edge Attendant Console works

Enterprise Edge Attendant Console is a client/server software system consisting of three components:

• Server component

• Client component

• Reports component

Server component

The Server component supports the Client component running on PCs connected through a Transmission Control Protocol/Internet Protocol (TCP/IP) based LAN.

The Server component also uses this interface to request Enterprise Edge server call processing features.

The Server component communicates with the Client components using TCP/IP to pass information about call arrival, telephone status and the database to the Client components as required. The Server component also handles Client component requests for Enterprise Edge server operations.

The Server component maintains and collects call-processing information in a database. The Server component uses the information in the database for call handling. The Server component also maintains call detail information for reporting purposes.

P0911959 Issue 02 Enterprise Edge 2.0 Attendant Console Set Up and Operation Guide

8 Preparing for installation

Client component

The Client component controls the Enterprise Edge Attendant Console graphical user interface. The Client component communicates with the Server component using TCP/IP to perform call handling on the Enterprise Edge server and to access and manage the server database.

The Client component enhances the telephone attendant’s productivity and responsiveness by displaying:

• incoming call information

• Enterprise Edge telephone status

• directory information

• call disposition requests

Note: The Client component must be installed on all attendants’ PCs.

Reports component

The Reports component lets you view and print the information in the call processing database that is maintained by the Server component. The Reports component is installed automatically with the Client component. The Reports component accesses the server database using TCP/IP.

Company model

You can set up an Enterprise Edge Attendant Console system with a networked model. In a networked model, one or more attendants manage the calls for a company with their PCs connected through a network to the Server component.

To set up more than one attendant to manage a company’s calls, you can connect the Server component to additional PCs through a LAN. The Client component can be installed on LAN-attached PCs. A Client component license is required for each additional copy of the Client component.

Requirements for Enterprise Edge Attendant Console

Install the Reports component on the same PC as the Client component. Before you install Enterprise Edge Attendant Console, check that your equipment

meets:

• Enterprise Edge telephone system requirements

• PC system requirements for installing the Client component on a client PC

Enterprise Edge 2.0 Attendant Console Set Up and Operation Guide P0911959 Issue 02

Preparing for installation 9

Enterprise Edge telephone system requirements

Enterprise Edge Attendant Console operates with the Enterprise Edge server. The Enterprise Edge server must be equipped with trunk modules capable of

receiving Caller ID information. You must also subscribe to Caller ID through the local telephone company.

Make sure that each attendant has an Enterprise Edge two line display telephone and a headset.

The Enterprise Edge Attendant Console Client component can monitor the following telephones:

• Enterprise Edge two line display

• Enterprise Edge one line display

• 2500 - type (industry standard)

• Enterprise Edge Companion wireless

Enterprise Edge Attendant Console supports Visual Call Announcing and Control on Enterprise Edge two line display telephones.

PC system requirements for installing the Client component on a client PC

To install the Client component on a PC, you require the following PC hardware and software:

Minimum hardware requirements:

• Pentium-based PC

• 32 MB of memory or greater

• 10 MB available disk space (total disk space required for either the stand-alone model or networked model.)

Note: Additional disk space may be required for the server database. The

required size of the server database depends on the call volume and the frequency of call record deletion.

• Local Area Network connection for client software installation

• SVGA monitor with a minimum resolution of 800 x 600 and .28 dot pitch or smaller

• keyboard and mouse supported by Windows

• printer supported by Windows (optional, for report printing)

• PCI - bus Network Interface Adapter, 10/100 MB Ethernet Note: Excludes NE2000-Class cards

Software requirements:

• Windows 95®, Windows 98® or Windows NT® 4.0 Operating System

P0911959 Issue 02 Enterprise Edge 2.0 Attendant Console Set Up and Operation Guide

10 Preparing for installation

Enterprise Edge 2.0 Attendant Console Set Up and Operation Guide P0911959 Issue 02

Preparing the PC environment

To prepare the PC environment:

• ensure the LAN is installed and functioning properly. Consult your network administrator for assistance if necessary.

Enterprise Edge Attendant Console uses TCP/IP to communicate between the Server component and the Client component. TCP/IP must be installed on every PC that runs Enterprise Edge Attendant Console. Follow the steps in Windows

networking for an attendant.

Windows networking for an attendant

Enterprise Edge Attendant Console uses TCP/IP to communicate between the Enterprise Edge server and the Client component. This means that you need the Windows Network component for all Enterprise Edge Attendant Console PCs.

The Enterprise Edge Attendant Console installation process does not install the Windows Network component. For instructions on installing the Windows Networking component, refer to your network or Windows documentation.

Note: If your company has a network administrator, check with your

administrator before changing any network configuration parameters.

To check that the Windows system is correctly set up before you install the Enterprise Edge Attendant Console Client component:

1. Start Windows on the attendant PC.

2. On the Windows taskbar , click Start, point to Settings and then click Control Panel.

3. Double-click the Network icon. The Network window opens with the Configuration tab displayed.

4. Check that TCP/IP is on the list of installed network components. If not, click the Add button to install TCP/IP using the Windows installation procedures.

5. Double-click TCP/IP. For attendant PCs, check with your network administrator that the IPAddress option is consistent with other PCs on the network. Usually the Obtain an IP address automatically option is selected.

6. Install any components that are not present from the Windows installation package or consult your network administrator for assistance. After you make sure these items are installed, close the windows.

P0911959 Issue 02 Enterprise Edge 2.0 Attendant Console Set Up and Operation Guide

12 Preparing the PC environment

Checking the network components before installation

Before you install Enterprise Edge Service over the network, check that the required network components are installed on the attendant PC.

Note: If your company has a network administrator, check with your

administrator before changing any network configuration parameters.

To check for required network components on the attendant PC:

1. Start Windows on the PC.

2. On the Windows taskbar , click Start, point to Settings and then click Control Panel.

3. Double-click the Network icon. The Network window opens with the Configuration tab displayed.

4. Click the File and Print Sharing button. The File and Print Sharing dialog box appears.

5. Select both the options in the File and Print Sharing dialog box.

6. Click the OK button. The File and Print Sharing dialog box closes.

7. Click the OK button on the Network window.

Enterprise Edge 2.0 Attendant Console Set Up and Operation Guide P0911959 Issue 02

Windows networking for reports

When Enterprise Edge Attendant Console processes incoming calls, it stores information about each call in a database on the Enterprise Edge server. The Reports component uses this database to prepare call reports. If the Reports component is executed on a PC, you must first locate the server database from the PC running the reports. Refer to Configuring the Reports component on page 29.

To support operation of the Reports component on a networked attendant PC:

• Check that the File and Print Sharing component is present and enabled. For more information see Checking the network components before installation on page 12.

In order for the Enterprise Edge Attendant Console Clients to access the database, you must enable sharing for the database. The path where the database is located is:

D:\Data Files\NortelNetworks\Attendant Console\consoleservice.mdb Note: D: indicates the drive letter, which can vary according to the computer.

Preparing the PC environment 13

WARNING The database can contain sensitive information. Make the database available

only to users who are Enterprise Edge Attendant Console Clients.

Virtual network computing (VNC)

VNC is an application that you can use to remotely access the Enterprise Edge server. To use VNC, you need a web browser on your PC.

Web browser requirem ents

To use VNC to access the Enterprise Edge server, your computer must have:

• one of the following operating systems

- Windows NT 4.0

- Windows 95

- Windows 98

• Java Virtual Machine (JVM) version 5.0 (build 5.0.0.3188 or greater)

• one of the following web browsers

- Netscape Communicator 4.5 or greater

- Microsoft Internet Explorer 4.0 or greater

If you are using Netscape Communicator, you must set the following preferences:

• Advanced - Enable Java: On

• Cache - Cached document comparison: Every Time

P0911959 Issue 02 Enterprise Edge 2.0 Attendant Console Set Up and Operation Guide

14 Preparing the PC environment

If you are using Microsoft Internet Explorer, you must set the following Internet options:

• General - Check for new versions: Every visit

• Advanced - Java JIT compiler enabled: On

Using VNC

To use VNC:

1. Open a web browser on a computer with a LAN connection to the Enterprise Edge system.

2. In the Address bar, type the IP address of the Enterprise Edge server and the port number for WinVNC. The port number for WinVNC is 5800. For example: http://10.10.10.1:5800. The VNC Authentication screen appears.

3. In the Password box type VNC/TeirGR8

4. Click the OK button. The Enterprise Edge desktop appears.

Note: You cannot use a proxy to access the Enterprise Edge system.

Quitting VNC

1. Click the Disconnect button.

2. Close your web browser.

Enterprise Edge 2.0 Attendant Console Set Up and Operation Guide P0911959 Issue 02

Installing Enterprise Edge Attendant Console

To install Enterprise Edge Attendant Console, complete each of the following steps in order. Each step is described in this guide.

1. Ensure you have all the contents of the Enterprise Edge Attendant Console package.

2. Ensure all telephone system, PC and network requirements are met. Refer to

Preparing the PC environment on page 11.

3. Install the Client component by following the procedures in Installing the

Enterprise Edge Attendant Console Client component on page 15.

If you encounter error messages during the installation process, refer to

Troubleshooting on page 35.

Installing the Enterprise Edge Attendant Console Client component

On the attendant PCs, install the Enterprise Edge Attendant Console Client software. To install the Client software on an attendant PC:

1. Quit any Windows-based programs that are running.

2. On the taskbar, click the Start button, point to Find and then click Computer . The Find: Computer dialog box appears.

3. In the Named list box, type the name of the Enterprise Edge server or select the Enterprise Edge server from the list. If you do not know the name, ask your Installer or Administrator.

4. Click the Find Now button. The icon of the computer appears in the list below.

5. Double-click the computer icon. The computer’s window opens.

6. Double-click the NortelDT folder.

7. Double-click the Attendant Console folder.

8. Double-click the Setup.exe file. The Enterprise Edge Attendant Console Installation dialog box appears.

P0911959 Issue 02 Enterprise Edge 2.0 Attendant Console Set Up and Operation Guide

+ 34 hidden pages