Attendant Console
User Guide
Notice
This Inter-Tel® Attendant Console User Guide is released by Inter-Tel, Inc. as a guide for
end-users. It provides information necessary to use the Attendant Console. The contents
of this user guide, which reflect current Inter-Tel standards, are subject to revision or
change without notice. Some features or applications mentioned may require a future
release and are not available in the initial release. Future product features and applications are subject to availability and cost. Some features or applications may require additional hardware and/or specific software.
For sales, service, or technical support,
contact your local authorized Inter-Tel reseller.
Comments about this user guide or other
technical documentation should be directed to
Inter-Tel’s Technical Publications Department at:
Tech_Pubs@inter-tel.com
All products and services mentioned in this publication are the trademarks, service marks,
registered marks, or registered service marks of their respective owners.
Inter-Tel
.
©Inter-Tel, Inc. May 2005 printed in US
®
and Axxess® are registered trademarks of Inter-Tel, Incorporated.
QUICK REFERENCE GUIDE TO
FREQUENTLY USED FEATURES
These are the basic instructions for the most frequently used telephone system
and voice mail features. For detailed information on these and other features,
refer to the complete instructions in the User Guide.
TO PLACE A CALL
— Type the number in the Number or Name box in the Directory and press
ENTER. (You do not need to enter an outgoing access code for outside
calls.)
TO ANSWER A CALL
— Select the Answer icon OR press F9.
TO HANG UP
—Press F12 OR select the Hang-Up icon.
TO PLACE A CALL ON HOLD
—Press F10 OR select the Hold icon.
—Press
TO PLACE A CALL ON SYSTEM HOLD
— Select the Sys Hold icon.
Answer to remove the call from Hold.
TO TRANSFER A CALL
— Select the destination number in the directory.
—Press ENTER to transfer the call to the number.
TO TRANSFER TO VOICE MAIL
— Select the destination number in the directory.
— Select
Voice Mail in the directory or press CTRL+ENTER.
TO CANCEL A TRANSFER
— You can cancel a transfer at any time before the transfer is completed. Select
the
Cancel Trn icon OR press F6.
TO MAKE A PAGE
— Highlight the desired page zone in the Page Zones dialog and press ENTER
OR select Begin Page
OR double-click on the desired page zone.
— Make your announcement before the Paging timer expires, then hang up.
©Inter-Tel, Inc. March 2002 printed in USA
Part No. 835.2469-1
1
MESSAGES
TO LEAVE A MESSAGE AT THE STATION
—Press CTRL+E OR select the Mess. Call icon.
TO LEAVE A VOICE MAIL MESSAGE
—Press CTRL+O OR select the Leave VM icon.
TO LEAVE A SILENT MESSAGE (WITHOUT PLACING A CALL)
— Select an entry in the Directory, and then select Message on the Directory.
TO REMOVE A MESSAGE WITHOUT RESPONDING
— From the Messages dialog (displayed through the Tools drop-down menu),
highlight the message and select
To remove all the messages in the list, Select
Remove.
Remove All.
TO RESPOND TO A MESSAGE
If you have waiting messages, the message indicator on the status bar says MSG
and a small lamp symbol appears. Each message is identified with the source of
the message, time and date stamp, and the number of the messages from the
messaging station.
NOTE: If a station-to-station message is left more than once between the same
two extension numbers, the message count will only display “1.”
— Highlight the message and click Reply OR double-click on the message.
If the called station is unavailable (does not answer the call, is busy, or is in
do-not-disturb), the message remains in the list and you can try again later
or leave your own message for that station.
NIGHT MODE
TO PLACE YOUR SYSTEM IN NIGHT MODE
— Select Night Mode from the Console drop-down menu and select On.
Whenever the system is in night mode, the Status bar displays NGT.
NOTE: This procedure places only your system in night mode. In a multi-node
network, if you will be placing other nodes into night mode, you may want to program a shortcut key to enable and disable Network Night Mode. For more details,
refer to the Attendant Console User Guide.
2
CONFERENCE CALLS
TO BUILD A CONFERENCE
You can build a conference from calls that are either connected or on individual
hold in the main Call List. You cannot add ringing calls.
— Highlight the desired call from the call list.
—Press
— Repeat for all calls to be included in the conference. There is no active con-
CTRL+N (this option is available only while you are on a call)
OR
CTRL+R
OR select Conference
OR drag and drop the highlighted call onto the Conference Setup dialog.
The Console copies the call into the Conference Setup list.
ference yet, you still must connect the conference, as described below.
If you copy the wrong call into the Conference tag list, remove it by high-
lighting it in the Conference Setup list and selecting
does not affect the Call List, only the Conference Setup list.
Remove Call. This
TO CONNECT A CONFERENCE
When you have built your Conference list, you are ready to connect the conference call.
— Select
— At any time during the conference, you can add another call into the confer-
Begin on the Conference dialog.
ence.
VOLUME AND MICROPHONE MUTE
TO ADJUST THE VOLUME
— Select Up or Down from the Volume drop-down menu
OR press
ume.
To save your volume settings, Select
menu.
CTRL+P to increase the volume or CTRL+W to lower the vol-
Save from the Volume drop-down
TO MUTE THE MICROPHONE
—Press CTRL+U OR Select Mute from the Vol ume drop-down menu. (To
unmute the microphone, select
Mute again.)
3
NOTES
4
Table of Contents
CONTENTS PAGE
Limited Warranty . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . v
Software License Agreement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . vi
WELCOME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
About This User’s Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1
The Major Enhancements in the Version 3.0 Release . . . . . . . . . . . . . . . 1
Related Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2
Part Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2
GETTING STARTED . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Software Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Hardware Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Telephone System and Network . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
CT Gateway . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
TCP/IP Connections. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Software Security Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Installing the Attendant Console Software . . . . . . . . . . . . . . . . . . . . . . . 6
Upgrading the Attendant Console Software . . . . . . . . . . . . . . . . . . . . 8
Starting the Attendant Console Application . . . . . . . . . . . . . . . . . . . . . .8
Logging On. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Logging Off. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Performing a System Refresh . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10
Setting Attendant Console Properties . . . . . . . . . . . . . . . . . . . . . . . . . . 11
User Tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Transfer Tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Program Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Locations Tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Night Mode Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Connection Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Warnings Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Diagnostics Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
WELCOME GETTING STARTED
USING CONSOLE
TROUBLESHOOTING
USING ATTENDANT CONSOLE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Main Attendant Console Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .31
Call List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Drop-Down Menus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .34
Console Drop-Down Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Call Handling Drop-Down Menu. . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Directory Drop-Down Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Volume Drop-Down Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Shortcuts Drop-Down Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
View Drop-Down Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
©Inter-Tel, Inc. May 2005 printed in USA
INDEX
iii
CONTENTS PAGE
Tools Drop-Down Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Help Drop-Down Menu. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Handling Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .83
Placing Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Answering Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Hanging Up . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
Transferring Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Putting Calls on Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
Conference Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
Inter-Station Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
Dialing a Feature Code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
Dialing Digits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
Programming Station Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
Station Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99
DND/Reminder Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Administrator Database Programming Planning Sheets . . . . . . . . . .106
TROUBLESHOOTING . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
Troubleshooting OAI Connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
Frequently Asked Questions about OAI Configuration. . . . . . . . . . 109
Troubleshooting the Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .113
Error Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114
Connection Errors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114
Frequently Asked Questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124
Attendant Console Setup Options . . . . . . . . . . . . . . . . . . . . . . . . . 124
Screen Will Not Pop-Up . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124
Directories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124
Muting Your Phone Microphone. . . . . . . . . . . . . . . . . . . . . . . . . . . 125
Volume . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
Conference Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
Dialing a Feature Code or Digits while on a Call . . . . . . . . . . . . . . 125
Time Differences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126
Mailbox Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127
Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127
Database Programming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127
iv
INDEX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
©Inter-Tel, Inc. May 2005 printed in USA
Limited Warranty
Inter-Tel, Inc. warrants the physical diskette(s) and physical documentation enclosed
herein (but not any diskettes or documentation distributed by you) to be free of
defects in materials and workmanship for a period of sixty days from the purchase
date. If Inter-Tel Integrated Systems receives notification within the warranty period
of defects in materials or workmanship, and such notification is determined by InterTel Integrated Systems to be correct, Inter-Tel Integrated Systems will replace the
defective diskette(s) or documentation. DO NOT RETURN ANY PRODUCT UNTIL
YOU HAVE CONTACTED YOUR DEALER. YOUR DEALER WILL BE
RESPONSIBLE FOR OBTAINING RETURN AUTHORIZATION.
The entire and exclusive liability and remedy for breach of this Limited Warranty
shall be limited to replacement of defective diskette(s) or documentation and shall not
include or extend to any claim for or right to recover any other damages, including
but not limited to, loss of profit, data, or use of the software, or special, incidental, or
consequential damages or other similar claims, even if Inter-Tel Integrated Systems
has been specifically advised of the possibility of such damages. In no event will
Inter-Tel Integrated System's liability for any damages to you or any other person ever
exceed the lower of suggested list price or actual price paid for the license to use the
software, regardless of any form of the claim.
THIS WARRANTY IS IN LIEU OF AND EXCLUDES ALL OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, ANY
IMPLIED WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. THERE ARE NO WARRANTIES WHICH EXTEND BEYOND
THIS LIMITED WARRANTY. Specifically, Inter-Tel Integrated Systems makes no
representation or warranty that software is fit for any particular purpose and any
implied warranty of merchantability is limited to the sixty-day duration of the Limited
Warranty covering the physical diskette(s) and documentation only (and not the software) and is otherwise expressly and specifically disclaimed.
This Limited Warranty does not apply to any products damaged by improper handling, normal wear and tear, accidents, lightning damage, negligence, or improper use
or maintenance and does not apply to products altered without authorization by InterTel Integrated Systems.
This Limited Warranty gives you specific legal rights; you may have others which
vary from state to state. Some states do not allow the exclusion of incidental or consequential damages, or the limitation on how long an implied warranty lasts, so some of
the above may not apply to you.
Inter-Tel® Attendant Console User Guide
v
Software License Agreement
THE FOLLOWING IS A LICENSE AGREEMENT RELATING TO THE INTERTEL SOFTWARE. PLEASE CAREFULLY READ ALL OF THE TERMS AND
CONDITIONS BEFORE PROCEEDING. THE SOFTWARE REFERENCED
HEREIN IS LICENSED IN ACCORDANCE WITH THE FOLLOWING TERMS
AND CONDITIONS. IF YOU DO NOT ACCEPT SUCH TERMS AND CONDITIONS YOU WILL NOT BE PERMITTED TO USE THE SOFTWARE. IF YOU
ACCESS OR USE SUCH SOFTWARE IN CONTRAVENTION OF THE TERMS
AND PROVISIONS OF THIS AGREEMENT, YOU WILL BE SUBJECT TO
PROSECUTION TO THE FULLEST EXTENT PERMITTED BY LAW.
Definitions:
“You” means, and “Yours” refers to the original end user purchaser of the Inter-Tel
Software Programs. “Computer” means a computer consisting of a single central processing unit, one keyboard and one video display terminal. “Inter-Tel Hardware System” means any proprietary system distributed by Inter-Tel Integrated Systems
(hereinafter “Company” or “Inter-Tel”) that operates by means of the Software.
“Authorized Dealer” means an individual or entity currently authorized in writing by
agreement and in good standing with Inter-Tel entitling the dealer to sell or license the
specific Software covered by this license. “Software” means: the computer programs
accompanying this License (including, but not limited to, codes, techniques, software
tools, formats, designs, methods, processes, know-how and ideas) and any and all
copies, modifications, upgrades, enhancements and new releases thereof made or
acquired by You and any and all manuals and other printed materials accompanying
this License or the Software
vi
License:
(a) Inter-Tel Integrated Systems, Inc. (“Inter-Tel”) grants You a non-exclusive,
non-transferable license to install and use the enclosed Inter-Tel Software and
accompanying documentation on any one standalone personal computer or
Inter-Tel Hardware System (whichever applies). You assume the entire responsibility for the selection and installation of the enclosed Software program(s)
in order to achieve desired results. You agree that you are licensing the Program for its end use only and not for resale or redistribution. You must be an
Authorized Dealer of the specific Inter-Tel products covered by this license.
You will be liable for theft and infringement under applicable patent, copyright
and trademark laws of the United States for unauthorized use of the Software
covered by this license.
Inter-Tel reserves all rights in and to all patents, copyrights, trademarks, mask
works and any other proprietary rights contained or embodied in the Software.
Inter-Tel® Attendant Console User Guide
(b) You may make one (1) copy of the Inter-Tel Software program(s) contained on
diskette(s) for back-up purposes only, provided that You reproduce and place
the Inter-Tel copyright notice on the backup copy. You may make one (1) copy
of the Software program(s) onto one (1) hard drive. You may not copy the
Inter-Tel Software program(s) contained on any media other than diskette; e.g.,
hard disk drive, ROMs, PALs, Software Protection Key, etc.
(c) You are hereby notified that contained third-party suppliers and vendors are
third-party beneficiaries to this Agreement to the extent that the Software contains software, programming and other materials provided by such third-party
suppliers and vendors. Such provisions are made expressly for the benefit of
and are enforceable by such third-party suppliers and vendors in addition to
Inter-Tel.
Non-Permitted Uses:
(a) You may not use the enclosed program(s) on more than one standalone per-
sonal computer or Inter-Tel Hardware System at a time and may not load the
Software onto any file server or network.
(b) You may not sublicense, assign or transfer Your rights under the Agreement
without the prior written permission of Inter-Tel.
(c) You may not use, copy, alter or transfer, electronically or otherwise, the Inter-
Tel Software (program(s) or documentation) except as expressly allowed in
this Agreement.
(d) You may not translate, reverse engineer, disassemble or decompile the Inter-
Tel Software.
(e) You agree that you are licensing the Program for its end use only and not for
resale or redistribution.
Term:
This Agreement is effective from Your date of purchase and shall remain in force
until terminated. You may terminate the Agreement by returning to Inter-Tel the original diskette(s), ROMs, PALs, or other applicable software media and all copies of the
Inter-Tel software program(s). The Agreement is also terminated if You fail to comply
with any term or condition of this Agreement. You agree to return to Inter-Tel the
original diskette(s) and other applicable software media and all copies of the Inter-Tel
Software program(s) upon such termination. The Company may immediately terminate this license upon notice to you, whereupon you shall immediately destroy all
copies of the Program.
Inter-Tel® Attendant Console User Guide
vii
Warranty:
(a) Inter-Tel warrants to You that the diskette(s), and/or other applicable software
media on which the Inter-Tel Software program(s) are furnished are not defective under normal use for a period of ninety (90) days from the date of purchase, as evidenced by a copy of Your sales receipt.
(b) Inter-Tel and its third-party suppliers and vendors' liability and Your exclusive
remedy shall be the replacement of any diskette(s) and/or other applicable software media that do not meet the warranty and which are returned to Inter-Tel
or an authorized dealer together with a copy of Your paid receipt. THE
ABOVE IS THE ONLY WARRANTY OF ANY KIND. ALL OTHER WARRANTIES EITHER EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND
FITNESS FOR A PARTICULAR USE ARE HEREBY DISCLAIMED. This
warranty gives You specific legal rights and You may also have other rights
which may vary from state to state.
You acknowledge that the Program, including the related documentation and any new
releases, modifications and enhancements thereto, belongs to the Company, and that
the Company retains all right, title and interest in and to the Program. You further
acknowledge that the Program and information relating thereto constitute valuable
trade secrets of the Company. You agree to comply with the terms and conditions of
this Agreement and agree to treat the Program as the confidential and proprietary
information of the Company.
You shall be solely responsible for the supervision, management and control of your
use of the Program and related products and documentation. You hereby indemnify
and hold harmless the Company and its affiliates (the Indemnified Parties) against any
loss, liability, damages, costs or expenses suffered or incurred by the Indemnified Parties at any time as a result, of any claim, action or proceeding arising out of or relating
to your use, operation or implementation of the Program. For purposes of this Agreement, affiliate means any Company division or subsidiary or any other affiliated
entity involved in the manufacture or wholesale distribution of Company products.
viii
The Indemnified Parties shall not be responsible, and you shall have no recourse
against the Indemnified Parties, for any loss, liability, damages, costs or expenses
which may be suffered or incurred at any time by you as a result of your reliance upon
or use of the Program, or as a result of any claim, action or proceeding against you
arising out of or relating to the use of the Program, or as a result of your defense of
any such claim, action or proceeding.
Inter-Tel® Attendant Console User Guide
Limits Of Liability:
In no event shall Inter-Tel or its third-party suppliers and vendors be liable for any
losses (whether in tort, contract or otherwise) incurred in connection with the purchase, sale, possession, operation, or use of the Software (separately or in combination with other products) including, but not limited to loss of time, loss of anticipated
profits, loss of data, loss of information, loss of business, loss of revenue, loss of
goodwill or loss of anticipated savings or other business losses, losses relating to routing or programming errors, unauthorized use or access of all intrastate, interstate, and
international long distance services, or such access or use by voice mail, DISA, auto
attendant, or 800 or 900 services by end-users or unrelated third parties, losses related
to the use of copyrighted music with Inter-Tel Software, and to the extent such limitation is permitted by applicable law, losses and damages resulting from physical injury
to tangible property or death or injury of any person whether arising from Inter-Tel's
negligence, breach of contract or otherwise. IN NO EVENT SHALL INTER-TEL OR
ITS THIRD-PARTY SUPPLIERS AND VENDORS BE LIABLE FOR ANY INCIDENTAL OR CONSEQUENTIAL DAMAGES, DIRECTLY OR INDIRECTLY
ARISING FROM USE OR INABILITY TO USE THE SOFTWARE, SEPARATELY
OR IN COMBINATION WITH OTHER PRODUCTS. IN NO EVENT SHALL THE
TOTAL LIABILITY OF INTER-TEL DAMAGES EXCEED THE AMOUNT PAID
BY YOU FOR THE SOFTWARE.
Entire Agreement:
This Agreement constitutes the entire agreement between You and Inter-Tel and
supersedes any and all prior agreements between Inter-Tel and You with regard to the
Inter-Tel Software. No amendment, modification or waiver of this Agreement will be
valid unless set forth in a written instrument signed by the party to be bound thereby.
This Agreement shall be governed by the laws of the State of Arizona. No failure or
delay on the part of Inter-Tel to enforce its rights hereunder shall operate as a waiver
of any right.
This Agreement and any disputes arising hereunder shall be governed by the laws of
the State of Arizona, United States of America, without regard to conflicts of laws
principles. The parties hereby expressly exclude the application of the U.N. Convention on Contracts for the International Sale of Goods to the Agreement.
Government Restricted Rights:
The Software is provided with restricted rights. Use, duplication or disclosure by the
government is subjected to restrictions set forth in subparagraph c (1) (ii) of the
Rights in Technical Data and Computer Software clause at DFARS 252.227-7013
(Oct. 1988) and FAR 52.227-14 and 52.227-19 (June 1987). Contractor is Inter-Tel
Integrated Systems, Inc., Chandler, Arizona 85226.
Inter-Tel® Attendant Console User Guide
ix
x
Inter-Tel® Attendant Console User Guide
Welcome
Thank you for purchasing Inter-Tel’s Attendant Console version 3.0 software package. The Attendant Console streamlines system attendant operations by linking the
call processing capability of your Inter-Tel telephone system with your personal computer (PC).
The Attendant Console software is loaded on your PC and runs on Microsoft Windows 98, Windows 2000, Windows Millennium Edition, Windows NT 4.0 with Service Pack 3 or higher, and Windows XP.
ABOUT THIS USER’S GUIDE
This user guide provides all of the information you will need to use the Attendant
Console and its features.
• Getting Started includes installation instructions that tells how to set up your
Attendant Console.
• Using the Attendant Console includes basic call handling instructions and other
information you need to know to start using Attendant Console features.
• Troubleshooting covers error handling, troubleshooting procedures and fre-
quently asked questions.
THE MAJOR ENHANCEMENTS IN THE VERSION 3.0 RELEASE
• Extended Information in the Directory List (see page 44) — Provides addi-
tional information for stations and hunt groups in a ToolTip popup screen.
• Directory Properties (see page 51) — Allow you to change the properties of a
directory entry.
• Support for Axel AX4010 Office Server (see page 4) — Can be used as a Sys-
tem OAI (Open Architecture Interface) Server. The Axel Server allows up to four
RS232 Serial Ports to communicate over a LAN (Local Area Network) using IP
(Internet Protocol). For more details, refer to the Axel AX4010 Office Server
Installation Manual, part no. 935.3913.
• Directory Index Buttons (see page 67) — Allow you to search the directory
using the number or alphabet index buttons.
• Configuration Wizard (see page 39) — Displays the most suitable settings for
your Console to simplify programming various Attendant Console configuration
options.
• Automatic System OAI Server Discovery (see pages 21) — Automatically
finds OAI Servers on your LAN.
WELCOME
Inter-Tel® Attendant Console User Guide
1
• Customized Toolbar — Allows you to choose toolbar buttons that are to be dis-
played on the Toolbar (see page 64).
• Import/Export User Setting — Simplifies programming configuration by
importing/exporting existing user settings (see pages 35 and 37).
RELATED DOCUMENTATION
In addition to this user’s guide, you should become familiar with the user’s guide for
your phone.
If you are a System Administrator, you should also obtain a copy of the telephone system Administrator’s Guide for instructions on using the special Administrator fea-
tures.
PART NUMBERS
The Attendant Console is available in the following packages:
PACKAGE PART NUMBER
Multi-Node Attendant Console V3.0 550.5310
Upgrade Multi-Node Attendant Console V3.0 550.5311
• Security Key Console Multi-Node
• CD-ROM
• Attendant Console Software
• Attendant Console V3.0 User Guide
• Key Caps Label
Single Node Attendant Console V3.0 550.5312
Upgrade Single Node Attendant Console V3.0 550.5313
• Security Key Console Single-Node
• CD-ROM
• Attendant Console Software
• Attendant Console V3.0 User Guide
• Key Caps Label
827.9103
827.9272
827.9533
835.2270
809.2018
827.9129
827.9272
827.9533
835.2270
809.2018
NOTE: The software is provided on the CD-ROM (827.9272).
2
Inter-Tel® Attendant Console User Guide
Getting Started
This chapter contains instructions for installing and setting up your Attendant Console.
SECTION CONTENTS PAGE
System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Software Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4
Hardware Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Telephone System and Network . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4
Attendant Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Attendant Console Database Programming . . . . . . . . . . . . . . . 5
CT Gateway . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5
TCP/IP Connections. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5
Software Security Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6
Installing the Attendant Console Software . . . . . . . . . . . . . . . . . . . . . . . 6
Upgrading the Attendant Console Software . . . . . . . . . . . . . . . . . . . . . 8
Starting the Attendant Console Application . . . . . . . . . . . . . . . . . . . . . .8
Logging On. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8
Logging Off. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9
Performing a System Refresh . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10
Setting Attendant Console Properties . . . . . . . . . . . . . . . . . . . . . . . . . . 11
User Tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Transfer Tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Program Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Locations Tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Night Mode Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Connection Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Warnings Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Diagnostics Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
GETTING STARTED
Inter-Tel® Attendant Console User Guide
3
SYSTEM REQUIREMENTS
Software Requirements
• Microsoft Windows 98/2000/NT4.0/ME/XP Operating System
• TCP/IP protocol installed on your PC
Hardware Requirements
• Digital Endpoint, AgentSet, IP PhonePlus, or IP SoftPhone.
Do not use an IP endpoint operating in SIP mode.
• PC-compatible computer with a 100 MHz Pentium or higher processor (200 MHz
or higher is recommended)
• 24 MB of RAM, with a minimum of 25 MB available hard disk space (32 MB is
recommended)
• CD-ROM drive for installation from CD
• A monitor with 800 x 600 resolution or higher (1024 x 768 recommended)
• Keyboard and two-button mouse
• Parallel port or USB port (for the software security key)
• A headset (recommended, but not required)
NOTICE
Telephone System and Network
Attendant Console can be used with Inter-Tel’s Axxess Converged Communications
Platform or Inter-Tel’s 5000 Network Communications Solutions.
• The Inter-Tel Axxess system must be using version 5.1 or later software on all
nodes (5.119 or later recommended) and the Inter-Tel 5000 system must be running version 1.0 and later.
• Must have a TCP/IP connection to a System OAI Server for the Axxess system
(CT Gateway, System OAI Switch Transceiver, or Axel Office Server) or a direct
TCP/IP connection to the Call Processing Card (CPC), Call Processing Server previously called Windows NT-Based CPU or to the CS-5200/5400 in the InterTel 5000 system.
• System OAI Events and System OAI Third Party Call Control Premium Features
must be enabled on all nodes for the Axxess system or you must have the Premium Features Licensing for the Inter-Tel 5000.
• Headset mode must be enabled at your endpoint if using a headset (not a requirement).
4
Inter-Tel® Attendant Console User Guide
• In Station Programming, your endpoint should have the Headset Connect Tone
option enabled.
• If the network has multiple Voice Processing Units, they must have remote mailboxes on the system where the Attendant Console is located to allow the Attendant Console user to leave voice mail messages for all mailboxes through the
mailbox associated with the Attendant Console’s extension.
Attendant Console
• The outgoing feature codes must be identical on all nodes if you will be using
remote call forward programming across nodes.
Attendant Console Database Programming
• The station database programming password must be identical on all nodes if you
will be using the Attendant Console’s database programming feature.
• Each node has its own list of Do-Not-Disturb (DND) or Reminder messages that
can be used only on that node. Programming DND or Reminder messages in the
Console Database Programming overrides any existing messages in a network.
• In order to use the Database Programming feature, you must be a System Administrator.
Refer to the system’s Installation and Maintenance Manual for more information on
the system features.
CT Gateway
The Attendant Console provides call handling for either a single system or multi-node
system network. In order to support a multi-node system network, the Attendant Console must have a TCP/IP connection to a CT Gateway that supports a multi-node network.
The CT Gateway coordinates events and commands from all connected sources,
allowing you to access and control devices on multiple system systems.
Refer to the system’s Installation and Maintenance Manual for more information on
the CT Gateway.
GETTING STARTED
TCP/IP Connections
TCP/IP provides diagnostic and connectivity tools for connecting to other systems
and to a network. For TCP/IP to work on your computer, it must be configured with
IP addresses, subnet masks, and a default gateway for each network adapter on the
computer. To determine if TCP/IP is installed on your computer, check with your Network Administrator.
Inter-Tel® Attendant Console User Guide
5
Software Security Key
The software “key” is a small security device that must be attached to your PC’s parallel port or USB port to fully enable the Attendant Console software. Without the
key, the software will only work in “demo” mode. The software key does not affect
the functionality of the parallel or USB port itself. Any device that you would normally connect to the parallel port can also be connected through the software key.
To install the software key, simply shut down Windows, turn off the power switch on
your PC, and attach the appropriate end of the device to the parallel port or USB port
on the back of your PC.
INSTALLING THE ATTENDANT CONSOLE SOFTWARE
The Attendant Console software is supplied on CD-ROM. The instructions assume
that a Microsoft Windows-based operating system is installed on your PC and that
you are familiar with basic Windows navigation and using the mouse. Before installation, ensure that the Windows operating system is running and that all Windows
applications and any previous versions of the Attendant Console are closed.
The software security key must be attached to the parallel port or USB port on your
PC for you to use the Attendant Console software. Without the key, the software will
remain in demonstration mode. The key does not affect the functionality of the parallel port. Any device that connects to the parallel port can be connected through the
software key.
1. Shut down Windows and turn off the power switch on your system’s PC.
2. Attach the appropriate end of the software key to the parallel port on the back of
your PC.
NOTE: You may use the same installation CD for more than one PC. However,
each PC must have its own software security key.
3. Restart the computer.
4. Insert the Attendant Console CD-ROM into the drive.
5. From the Windows Start menu, select Run.
6. Use the Browse button to locate the Attendant Console directory on the CD-
ROM and select
setup.exe. Then click OK. A license agreement dialog appears.
NOTE: During the installation, pressing ESC or Cancel will exit the setup pro-
gram without completing the installation.
7. After reading the license agreement, click YES to begin the installation.
8. A Welcome screen appears, click Next to continue.
6
Inter-Tel® Attendant Console User Guide
9. A dialog box appears that asks for the desired destination directory name. Enter
<
Drive>:\Program Files\Attendant Console, if it is not displayed, or
the directory where the Attendant Console files will be stored on the selected
drive. Click Next to continue (or Cancel to exit without performing the installation).
10. Follow the directions outlined by the installation wizard, clicking Next to
advance to the next screen. You can either chose to have the Console automatically configure the settings or program the following information manually.
• IP Address: Enter the IP address of your System OAI Server.
• TCP Port: Enter the port number of the System OAI Server.
• OAI Password: Enter the password required by the System OAI Server.
• Extension: Enter your extension number.
• Enter Station Password: Enter the station password programmed for your
station. (At default, this is your extension number.)
• Toll L en g th : If the dialed number exceeds this length, the toll digits are
dialed. The default toll length is 10. For example, if the toll length is set to
10 and the toll digit is set to 1, and the user dials a ten-digit number
(6029619000), then the Attendant Console automatically appends the toll
digit(s) to the dialed number (16029619000).
• Toll Digit(s): These are the digits required to make a toll call. In the U.S.,
this is usually a “1.”
GETTING STARTED
NOTE: Areas that use 10-digit dialing for local calls should leave the Toll
Digit(s) field blank.
11. Click Next. The software installation will continue loading files.
12. After all files have been installed, the Attendant Console will display a window
asking if you want to add a shortcut for the Attendant Console to the Windows
Start Menu or the desktop and if you want to launch the Attendant Console on
start-up. Answer as desired.
13. Click
14. The Console will ask you if you would like to perform online registration. Click
Inter-Tel® Attendant Console User Guide
Finish to complete the installation.
Yes to register or No to skip this option. You can register later by selecting
Product Registration from the Help drop-down menu.
If you have selected Yes, the Product Registration form appears. Enter the required
information in the form and click Register.
— Clear Form: Clears all the fields.
— Print Form: Launches Notepad and automatically prints the form.
— Register: Sends the registration information to Inter-Tel.
7
15. Restart the computer if prompted.
NOTE: If the Console is installed on Windows NT or 2000 and requires a reboot,
you must reboot the computer into an administrative account. In other words, to
install the console you must have local administrative rights.
Upgrading the Attendant Console Software
To upgrade existing Attendant Console software to a newer version:
— Simply install the newer version software into the existing Attendant Console
directory on your PC.
STARTING THE ATTENDANT CONSOLE APPLICATION
To start the Attendant Console, do the following:
1. Ensure your PC is turned on and running the Windows operating system.
2. From the Windows Start menu, select Programs, then select Inter-Tel Atten-
dant Console. The log on dialog box displays.
Logging On
8
You must log on to the Attendant Console before use. If you do not have previously
saved settings you can create a new user or log on as Default. The default user has the
default features and settings.
Inter-Tel® Attendant Console User Guide
IF YOU ARE A NEW USER:
—Click Add User. This allows you to set and save your own custom features and
settings for use during another session. The following dialog appears.
Type your name in the Enter username field and select a username that you
would like to inherit the user settings from, then click OK. For information on
setting the Attendant Console properties, see “Setting Attendant Console Proper-
ties” on page 11.
T
O USE PREVIOUSLY SET FEATURES:
— Select the desired name from the drop-down list of previously entered names,
then click Log On. The system displays the message, “Retrieving System Information.”
If this is the first time you have used the Attendant Console, the system will perform a
refresh.
NOTE: If a second user logs on, the program automatically logs off the previous user.
GETTING STARTED
TO LOG ON AS A DIFFERENT USER:
1. Select a different user from the list.
2. Click Log On or Add User from the Attendant Console dialog box.
NOTE: If the Attendant Console does not start immediately, click Options and
check the settings under the Connection Tab. For further information, see page 114
or the Troubleshooting chapter.
TO REMOVE A USER FROM THE LIST OF NAMES:
— Select the desired username from the drop-down list box, then click Delete
User.
Logging Off
TO LOG OFF THE CONSOLE:
— Select Log Off from the Console drop-down menu (see page 34 for information
on drop-down menus).
Inter-Tel® Attendant Console User Guide
9
PERFORMING A SYSTEM REFRESH
The Attendant Console receives data from the telephone system for page zones, directory entries, and feature codes. While the Attendant Console is running, it is able to
recognize changes in the database and update its own database. However, when the
Attendant Console is not running, changes may be made to the telephone system in
which case the Console database and telephone system may be out of sync. A system
refresh must be performed in order to sync the Console database with the telephone
system.
A system refresh is performed when the Attendant Console is first installed. You have
the option of having the system perform a refresh on start-up. To do so, check Auto-
matically logon to the Console as: and select the desired login name, then
check Perform Refresh at Startup in the Program Tab under Options (see
page 16). Otherwise, you will have to do a manual refresh.
You should perform system refreshes periodically to ensure that the latest system
information is updated in your Attendant Console.
NOTE: If the Console is running when changes are made in the Database Program-
ming, the information is automatically updated and a refresh is not required. Perform a
manual refresh only in do-not-disturb or night mode, as the Attendant Console does not
remain functional. Do not perform a refresh during peak hours, as it may slow down the
telephone system.
— Select System Refresh from the Attendant Console drop-down menu. The
Attendant Console displays a box that asks if you wish to continue.
—Click Yes to complete the refresh (or
OR
You can also do a system refresh on startup by selecting Perform System
Refresh on the logon dialog (only when automatic logon is not enabled).
No to cancel the refresh).
10
NOTE: If you receive the “Resync Failed” error message, the telephone system
was unable to process the resync request. The telephone system will be able to
process the request within a few minutes and then the resync will be allowed. You
can allow the Attendant Console to try again automatically or exit the Attendant
Console and try again later. Also when the Console is connected to a System OAI
Server, if the OAI Server connection fails during a system refresh, the console will
restart the refresh when the connection is restored.
Inter-Tel® Attendant Console User Guide
SETTING ATTENDANT CONSOLE PROPERTIES
To set the Console properties, select Options from the Console drop-down menu
(see page 34, for information on drop-down menus) or from the initial start-up window. The Options window includes options for User, Transfer, Program, Locations,
Night Mode, Connection, Warnings, and Diagnostics preferences.
User Tab
The User tab, shown below, allows each Attendant Console user to set the following
options for their username.
GETTING STARTED
• Automatic Forwarding: Provides an overflow location for incoming calls. You
may specify how many calls are allowed on your extension. When this number is
exceeded, all further calls automatically forward to the specified extension. (The
number of calls for Auto Forward includes only those that are ringing. It does not
include waiting hunt group calls, connected or holding calls. A recall from hold
will not automatically forward, but will contribute to the maximum count.)
— Enable Automatic Forwarding: Enables Automatic Forwarding.
Inter-Tel® Attendant Console User Guide
11
— Ringing Calls: Specifies how many calls are allowed on your extension.
When this number is exceeded, all further calls automatically forward to the
specified extension. (The number of calls for Auto Forward includes only
those that are ringing. It does not include waiting hunt group calls, connected
or holding calls. A recall from hold will not automatically forward, but will
contribute to the maximum count.)
— Forward Destination: Enter the extension number that you wish to receive
your forwarded calls.
• Hot Dialing: Enables the number to be dialed automatically if the number
entered in the Number or Name search box matches a number in the current
Group. You do not need to press Enter.
— Enable: Enables Hot Dialing.
— Disable When Destination Is: If desired, you can selectively disable Hot
Dialing when the destination is busy, in do-not-disturb, or forwarded by
checking the appropriate boxes.
NOTE: For the fastest transfers, set the Default Transfer Type to Immediate
Transfer and enable Hot Dialing.
• Skate Mode: Determines what happens to a connected call when a new call is
made. If there is not a call holding for transfer, Skate Mode is ignored and the
connected call is put on “holding for transfer” when a new call is made.
— Skate to Hold: Places a call on hold.
— Skate to Disconnect: Disconnects a call.
• Font Setup: Allows you to change the font type and size used for the lists.
— Change: The following dialog box appears. Select the desired font, style,
and size from the scrolling lists, then click OK to apply.
12
— Restore Default: Returns to the default font.
Inter-Tel® Attendant Console User Guide
• Restore program when call rings: Your Attendant Console screen moves to the
front when a call rings in, or pops up the Attendant Console screen if the program
is minimized. (If you are using the Windows 98 or 2000 operating system, this
feature may not work. Instead, the Attendant Console icon will flash in the task
bar.)
• Show hunt group calls for ACD hunt groups that I am logged in to: Calls to
the ACD hunt group that you are logged in to are displayed in the Directory List.
• Allow hold to toggle hold: You can double-click Hold to toggle the Hold status.
• Always show the “details” in the directory ToolTip: The directory ToolTip
will always show the details when it is displayed.
GETTING STARTED
Inter-Tel® Attendant Console User Guide
13
Transfer Tab
The Transfer tab allows each Attendant Console user to set the following call options.
14
• Default Tran sfer Type: Is the transfer type used when you press ENTER or use
hot dialing. Your options are Announced Transfer or Immediate Transfer.
— Announced Transfer:
the transfer. This is the default transfer mode.
— Immediate Transfer: Transfers the call immediately, with no announce-
ment.
• Perform immediate transfers to hunt groups: This check box is enabled only
if the Default Transfer Type is “Announced.” The transfer call to a hunt group
overrides the default transfer type and performs immediate transfer.
Places a call to the destination so you can announce
Inter-Tel® Attendant Console User Guide
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