Lucent Technologies DEFINITY, DEFINITY PC Console 2.5 User Manual

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DEFINITY® PC Console Release 2.5

User’s Manual

555-233-739

Issue 2.5 October 1999 i

About This Document

Notice. While reasonable efforts were made to

ensure that the information in this book was complete and accurate at the time of printing, Lucent Technologies can assume no responsibility for any errors. Changes and corrections to the information contained in this document may be incorporated into future reissues.

Your Responsibility for Your System’s Security.

Toll fraud is the unauthorized use of your telecommunications system by an unauthorized party, for example, persons other than your company’s employees, agents, subcontractors, or persons working on your company’s behalf. Note that there may be a risk of toll fraud associated with your telecommunications system and, if toll fraud occurs, it can result in substantial additional charges for your telecommunications services. You and your system manager are responsible for the security of your system, such as programming and configuring your equipment to prevent unauthorized use. The system manager is also responsible for reading all installation, instruction, and system administration documents provided with this product in order to fully understand the features that can introduce risk of toll fraud and the steps that can be taken to reduce that risk. Lucent Technologies does not warrant that this product is immune from or will prevent unauthorized use of common-carrier telecommunication services or facilities accessed through or connected to it. Lucent Technologies will not be responsible for any charges that result from such unauthorized use.

Trademarks. DEFINITY, PassageWay , and CallMaster are registered trademarks of Lucent Technologies. Prologix is a trademark of Lucent Technologies. Microsoft, MS-DOS, and Microsoft Access are registered trademarks of Microsoft Corporation. Windows and Windows NT are trademarks of Microsoft Corporation. Pentium is a registered trademark of Intel Corporation. PhoneLine is a registered trademark of CCOM Information Systems. MDAccess and MasterDirectory are trademarks of CCOM Information Systems. MDAccess™ is copyrighted by CCOM Information Systems. All rights reserved.

Federal Communication Commission (FCC) Statement: Part 15: Class A Statement. This

equipment has been tested and found to comply with the limits for a Class A digital device, pursuant to Part 15 of the FCC Rules. These limits are designed to provide reasonable protection against harmful interference when the equipment is operated in a commercial environment. This equipment generates, uses, and can radiate radio frequency energy and, if not installed and used in accordance with the instruction manual, may cause harmful interference to radio communications. Operation of this equipment in a residential area is likely to cause harmful interference, in which case the user will be required to correct the interference at his own expense.

Acknowledgment. This document was prepared by the Product Documentation Development group, Lucent Technologies, Holmdel, NJ 07733-3030.

Lucent Technologies Fraud Intervention. If you suspect that you are being victimized by toll fraud and you need technical support or assistance and are within the United States, call the Technical Service Center Toll Fraud Intervention Hotline at 1 800 643-2353. If you need technical support or assistance and are outside of the United States,

contact the International Technical Assistance Center (ITAC) at US code 303 804-3777.

Warranty. Lucent Technologies provides a limited warranty on this product. Refer to the “Limited Use Software License Agreement” card provided with your package.

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About This Document

1 Installation 1-1

Before You Begin 1-1

n Contents of the Package 1-1 n Hardware and Software Requirements for the Personal

Computer 1-1

n Additional Hardware Required 1-2

Installation 1-4

n Administering PC Console, at the Switch, as an Attendant

Console 1-4

n Assessing Your Hardware Components 1-6 n Connecting the PC to the Telephone 1-8 n Connecting the PC/Telephone Configuration to the Power

Source 1-14

n Installing the PC Console Software 1-18 n Administering the PC Console Software 1-20 n Administering the PhoneLine MasterDirectory Software 1-23 n Confirming the Operation of Your Telephone 1-24

2 Understanding PC Console 2-1

Welcome 2-1 An Overview of PC Console 2-1

n Sharing Information within PC Console 2-2 n Personalizing Screens in PC Console 2-2 n Navigating through the PC Console Screens 2-2 n Help Information 2-3 n Busy Lamp Field 2-3 n Feature Buttons 2-3

Display Buttons 2-4

n PC Directories 2-4 n Call Handling Area 2-5

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3 Console Administration 3-1

Overview 3-1 Accessing the Console Administration Area 3-2 Assigning Attendant Profiles and Passwords 3-2 Identifying Button Functions 3-4 Defining System Parameters 3-11 Creating Custom Languages 3-16 Exiting the Console Administration Area 3-22

4 Directory Administration 4-1

Overview 4-1 Using the PhoneLine MasterDirectory Software 4-1 Helpful Hints When Building Your Directories 4-2 Importing an Upload File — A Quick Overview 4-4

5 Console Operations 5-1

Operations Overview 5-1 Accessing and Exiting PC Console Operations 5-2 Call Handling 5-3

n Answering a Call 5-3 n Conferencing Multiple Parties Together on a Call 5-5 n Holding a Call 5-7 n Placing a Call 5-8 n Releasing a Call 5-12 n Splitting a Call 5-12 n Transferring (Extending) a Call 5-13 n Typing Notes About a Call 5-19

Searching and Updating a Directory 5-20

n Accessing the PC Console Directory Functions 5-20 n Searching for Information in a PC Console Directory 5-21 n Placing a Call from a PC Console Directory 5-21 n Changing the Information in a PC Console Directory 5-22 n Exiting the PC Console Directory Functions 5-23

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6 Switch Features 6-1

Abbreviated Dialing 6-1 Attendant Call Waiting 6-2 Attendant Conference 6-3 Attendant Control of Trunk Group Access 6-3 Attendant Direct Trunk Group Selection 6-4 Attendant Intrusion (Call Offer) (Generic 3r) 6-5

n Interactions 6-5

Attendant Lockout 6-6 Attendant Override of Diversion Features (Generic 3r) 6-6 Attendant Priority Queue (Generic 3r) 6-7 Attendant Recall 6-8 Attendant Serial Call (Generic 3r) 6-9 Auto Hold (Generic 3r) 6-10 Auto Start and Don’t Split (Generic 3r) 6-10

n Interactions 6-12

Automatic Alternate Routing and Automatic Route

Selection 6-12

Automatic Answer 6-12 Automatic Circuit Assurance 6-12 Busy Verification of Telephones and Trunks 6-13 Call Coverage 6-13

n Consult 6-15 n Coverage Callback 6-16

Call Detail Recording (CDR) Account Code Dialing 6-16 Call Forwarding All Calls 6-17 Call Park 6-19 Code Calling Access 6-20 Controlled Restrictions 6-22 Emergency Access to the Attendant 6-24 Facility Busy Indication 6-25 Facility Test Call 6-26

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Individual Attendant Access 6-26 Integrated Directory 6-27 Inter-PBX Attendant Service (IAS) 6-28

n Interactions 6-28

ISDN-PRI 6-30

n Basic ISDN-PRI Call 6-31 n Redirected ISDN-PRI Call 6-32

Leave Word Calling 6-32 Loudspeaker Paging Access 6-34 Loudspeaker Paging Access-Deluxe 6-35 Message Retrieval 6-39 Multiple Listed Directory Numbers 6-40 Network Access-Private 6-41 Network Access-Public 6-41 Night Service 6-41

n Night Service Disconnect Timer 6-42

Serial Call (Generic 3r) 6-42 Straightforward Outward Completion 6-43 Through Dialing 6-43 Time-of-Day Routing 6-43

n Clocked Manual Override Option 6-43 n Immediate Manual Override Option 6-45

Timing 6-46

n Alerting Timer (Generic 3) 6-46 n No Answer Timer (Generic 3) 6-47 n Return Call Timeout 6-47 n Timed Reminder 6-48

Trunk Group Busy/Warning Indicators to Attendant 6-49 Trunk Identification 6-49 Trunk-to-Trunk Transfer 6-49

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7 Operating in a Distributed Communications System Environment 7-1

Attendant Call Waiting 7-1 Attendant Control of Trunk Group Access 7-1 Attendant Display 7-2 Automatic Circuit Assurance 7-2 Busy Verification of Telephones and Trunks 7-2 Call Forwarding All Calls 7-3 Direct Trunk Group Selection 7-3 Trunk Group Busy/Warning Indicators 7-3

8 Operating in a Centralized Attendant Service Environment 8-1

An Overview of the CAS Environment 8-1

n Tones Associated with CAS Calls 8-2 n Call Bar Display Information 8-3

Operating Procedures 8-4 CAS Backup Service 8-8 CAS Night Service Operations 8-9

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9 Troubleshooting 9-1

Backup Procedures and Considerations 9-1 Troubleshooting PC Console Installation and Usage

Problems 9-2

n Troubleshooting Problems with the Telephone or

PassageWay Adapter 9-3

n Troubleshooting Error Messages 9-5 n Troubleshooting General Usage Problems 9-14

Troubleshooting Switch Problems 9-20

n Console Alarm Indicators 9-20 n Alarm and Alarm Reported Indicators 9-20 n Optional Alarm Lamps 9-20 n The Features You Can Use to Troubleshoot Problems at the

Switch 9-21

Automatic Circuit Assurance (ACA) 9-22 Busy Verification of Telephones and Trunks 9-22 DCS Busy Verification of Telephones and Remote Trunks 9-26 Trunk Group Busy/Warning Indicators to Attendant 9-31 Trunk Identification 9-31

Recovering from a Power Failure 9-32 Recovering from a PC Failure 9-33

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The Contents of This Document

This user’s manual contains all of the procedures and reference material you may need to install, administer, operate, maintain, and troubleshoot PC Console Release 2 in your unique environment.

n Chapter 1, “Installation,” describes the components included with

PC Console, outlines hardware/software requirements and configuration options, and provides step-by-step procedures to successfully install PC Console.

n Chapter 2, “Understanding PC Console,” provides an overview of

PC Console functions, and describes its individual features.

n Chapter 3, “Console Administration,” provides an overview and step-by-

step instructions to administer PC Console. This includes identifying approved users, defining their logins, passwords, and preferences (including the interface language), and labeling the buttons that are displayed on the PC Console screen.

n Chapter 4, “Directory Administration,” describes how PC Console uses the

database information you create via the PhoneLine® MasterDirectory

™

software.

n Chapter 5, “Console Operations,” contains an overview of PC Console

operations, and the procedures most frequently used by the operator. Here you will find the instructions to answer, place, hold, split, transfer, conference, and release calls. Also refer here for instructions to search for any person listed in a PC Console directory.

n Chapter 6, “Switch Features,” describes the switch features most

commonly used by the PC Console operator. These features are presented alphabetically.

n Chapter 7, “Operating in a Distributed Communications System

Environment,” describes the Distributed Communications System (DCS) features that can operate transparently in your environment. A DCS configuration consists of 2 to 20 private switches that are interconnected. These switches may be in different geographical locations. To certain system features, however, the DCS configuration appears as a single switch. These features, and their usage, are listed alphabetically in this chapter.

n Chapter 8, “Operating in a Centralized Attendant Service Environment,”

describes Centralized Attendant Service (CAS) features, and provides instructions for handling CAS calls. CAS is a feature of the switch that allows a single attendant to handle calls for multiple switches and locations simultaneously.

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n Chapter 9, “Troubleshooting,” contains procedures and techniques for

troubleshooting hardware- and software-related problems. This chapter also provides emergency recovery information, and outlines the preventative steps you can take to ensure the integrity of your system.

n The Quick Reference Card contains summaries of the commands and

procedures you will use most frequently in the PC Console environment.

A glossary is provided at the rear of this guide.

How to Comment on This Document

To comment on this document, please return the comment card.

Conventions Used in This Manual

The following conventions are used in this manual:

n The mouse or the keyboard can be used to accomplish most tasks in

PC Console. Whenever possible, procedures apply to both the mouse and the keyboard.

n Information in bold type characters, such as F8, represents a keyboard

option, button, or indicator on the PC Console screen.

n A keyboard equivalent is an alternative method of making a selection.

Pressing ALT and the underlined character of a selection allows you to make that selection. For example, pressing ALT-T from the PC Console Operations screen allows you to select the Attendant drop down menu.

Security Issues

As a Lucent Technologies customer, you should be aware that there is an increasing problem of telephone fraud. Telephone toll fraud can occur in many forms, despite the numerous efforts of telephone companies and telephone equipment manufacturers to control it. Some individuals use electronic devices to prevent or falsify records of these calls. Others charge calls to someone else’s number by illegally using lost or stolen calling cards, billing innocent parties, clipping onto someone else’s line, or breaking into someone else’s telephone equipment physically or electronically.

Today security problems are not just limited to toll fraud. There have been sharp increases in reported incidents of hackers: criminals skilled in reprogramming computer systems, accessing telecommunications systems through remote administration or maintenance ports. These ports cannot be used to place phone calls, but hackers can gain control over the setup of the system. Through these ports, hackers create security “holes” to allow unauthorized calling — a serious form of electronic vandalism.

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Maintenance ports are their most recent target of abuse. In this scenario, hackers find a private branch exchange (PBX) maintenance port number with their “war dialer;” a device that randomly dials telephone numbers until a modem or dial tone is obtained. They then “hack” the user ID and password, sometimes just by using the PBX default passwords, to enter your system.

This is the most dangerous type of abuse because, once in your system, the hackers have control over all the administrative commands. While in your system, they have been known to:

n Turn on Remote Access or Direct Inward System Access (DISA). Hackers

have been known to change the system at 8:00 p.m. to allow fraudulent calls. Then, at 3:00 a.m., they reprogram the system back to its original configuration. One company was hit three weekends in a row before it realized what was happening.

n Turn off Call Detail Recording (CDR) or Station Message Detail Recording

(SMDR), hack your system all weekend, then turn it back on before Monday morning. This is especially disturbing to managers who are security conscious and check the CDR/SMDR reports every morning looking for suspicious activity. They will not see records of the calls because CDR/SMDR was turned off by the hackers. The administrator may notice the absence of CDR/SMDR records for evening, night, and weekend calls made by employees.

PBX Security Measures

Everyone in your company who uses the telephone system is responsible for system security. Users and attendants need to be aware of how to recognize and react to potential hacker activity. Informed people are more likely to cooperate with security measures that often make the system less flexible and more difficult to use.

Implement the following general security measures to protect your PBX and discourage the unauthorized use of your communications system.

n Never program passwords or authorization codes onto auto-dial buttons.

Display phones reveal the programmed numbers, and internal abusers can use the auto-dial buttons to originate unauthorized calls.

n Discourage the practice of writing down passwords. If a password needs to

be written down, keep it in a secure place and never discard it while it is active.

n Attendants should tell their system manager if they answer a series of calls

where there is silence on the other end or the caller hangs up.

n Users who are assigned voice mailboxes should frequently change personal

passwords and should not choose obvious passwords.

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n Advise users with special telephone privileges (such as Remote Access,

voice mail outcalling, and call forwarding off-switch) of the potential risks and responsibilities.

n Be suspicious of any caller who claims to be with the telephone company and

wants to check an outside line. Ask for a callback number, hang up, and confirm the caller’s identity.

n Never distribute the office telephone directory to anyone outside the

company; be careful when discarding it.

n Never accept collect phone calls. n Never discuss your telephone system’s numbering plan with anyone outside

the company.

n Change passwords frequently (at least quarterly). Set password expiration

times and tell users when the changes go into effect. Changing passwords routinely on a specific date (such as the first of the month) helps users to remember to do so.

n Establish well-controlled procedures for resetting passwords. n Limit the number of invalid attempts to access voice mail to five or less. n Monitor access to the dial-up maintenance port. Change the access

password regularly and issue it only to authorized personnel. Consider using the Remote Port Security Device (RPSD) — a Lucent Technologies product that helps protect your administration and maintenance ports from unauthorized access.

n Create a PBX system management policy concerning employee turnover and

include these actions:

 Delete all unused voice mailboxes in the voice mail system.  If an employee is terminated, immediately delete any voice mailboxes

belonging to that employee.

 If a terminated employee had Remote Access calling privileges and a

personal authorization code, remove the authorization code immediately.

 If barrier codes and/or authorization codes were shared by the

terminated employee, these should be changed immediately. Notify the remaining users as well.

 If the terminated employee had access to the system administration

interface, their login ID should be removed (G3V3 or later). Any associated passwords should be changed immediately.

n Back up system files regularly to ensure a timely recovery should it be

required. Schedule regular, off-site backups.

n Keep the attendant console(s) and supporting documentation in an office that

is secured with a changeable combination lock. Provide the combination only to those individuals having a real need to enter the office.

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n Keep telephone wiring closets and equipment rooms locked. n Keep telephone logs and printed reports in locations that only authorized

personnel can enter.

n Design distributed reports so they do not reveal password or trunk access

code information.

For additional information about securing against toll fraud, refer to the following document:

Document # Document Title 555-025-600 BCS Products Security Handbook

Lucent Technologies Fraud

Intervention

If you suspect you are being victimized by toll fraud and you need technical support or assistance, call Technical Service Center Toll Fraud Intervention Hotline at 1 800 643-2353.

Related Documentation

The document you are reading now assumes that you are already familiar with your computer, with MS-DOS®, and with Microsoft® Windows®. If this is not the case, refer to the following documentation to learn this necessary information, then continue with your PC Console training:

n User’s guide for your personal computer. You may need this reference for

explanations of commands used by your PC when you install, configure, and use your PC Console software package.

n User’s guide for Microsoft MS-DOS. You may need this reference for

explanations of the DOS commands used by your PC during the operation of your PC Console software package.

n User’s guide for Microsoft Windows. You may need this reference for

explanations of the commands and configuration options that are used or affected by the PC Console software package.

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Product Support

PC Console was designed for compatibility with all current versions of DEFINITY Communications System G1 and G3, and DEFINITY Prologix Solutions.

If you have a question about PC Console, first read this manual or refer to the on-line help. If you cannot find the answer, contact the Technical Service Center (TSC) at 1 800 242-2121.

If you are an international customer, call your distributor, your Regional Center of Excellence, or contact the International Technical Assistance Center (ITAC) at US code 303 804-3777.

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Installation

Before You Begin

Before you begin to install PC Console, verify that your PC Console installation package is complete, and that your PC meets both the hardware and software requirements identified in this section.

Contents of the Package

Your PC Console package should contain the following:

n PC Console software

One CD-ROM that contains the PC Console installation and application software, on-line help and PC Console documentation.

n Registration card for notification of updates

If you want to be notified of updates to the PC Console system, return this registration card (by mail or fax) to the BCS Publications Center. The appropriate address is provided on the card.

n Comment card

Lucent Technologies welcomes your feedback on the PC Console documentation. Please return the comment card (by mail or fax) to the address provided on the card.

Hardware and Software Requirements for the Personal Computer

This chapter provides instructions for installing the PC Console software on a personal computer. That computer must meet, or exceed, the following basic requirements:

n IBM-compatible

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n 15” Super VGA (SVGA) monitor n Pentium n 100 Megahertz clocking speed n 16 MB of RAM available to PC Console n CD-ROM drive n Microsoft Windows NT

-based processor

™

, Microsoft Windows 95, or Microsoft Windows

3.1 or later

n A COM Port dedicated to PC Console. (No other application may vie

for this port.)

n Sufficient hard disk space. You will need 4 MB of hard disk space for

the PC Console software, plus additional space for your PC Console directory information. The space for your PC Console directory information depends upon the number of users you are supporting and the amount of information stored for each person. Refer to the following chart to roughly assess the additional space required.

Number of Users è

200 500 1,000 5,000 10,000 20,000

Number of Characters

per User’s Record ê

200 4 MB 4.1 MB 4.2 MB 4.5 MB 5 MB 6 MB

500 4.1 MB 4.3 MB 4.5 MB 6.5 MB 9 MB 14 MB 1,000 4.2 MB 4.5 MB 5 MB 9 MB 14 MB 24 MB 5,000 4.5 MB 6.5 MB 9 MB 29 MB 54 MB 104 MB

10,000 5 MB 9 MB 14 MB 54 MB 104 MB 204 MB 20,000 6 MB 14 MB 54 MB 104 MB 204 MB 404 MB

Additional Hardware Required

In addition to a personal computer that meets or exceeds the requirements listed above, you will need the following hardware components to install and use your PC Console.

n Telephone; a 2- or 4-wire DCP telephone

a CallMaster® VI telephone, and associated 2-wire DCP cord or an 8411 telephone, and associated D8W telephone cord or

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a 64xx-, 74xx-, 84xx-, or 94xx-series DCP telephone, and associated D8W telephone cord; plus the DEFINITY PassageWay DirectConnect Adapter, with D8W telephone cord.

NOTE:

n PC Connector cord:

Verify that the EIA-232-D Connector cord provided with PC Console is appropriate for connecting your PC to either the PassageWay Adapter (if one is used) or to the telephone.

One end of the cord connects to the COM port on your PC. The COM port typically has either a 9-pin male, or a 25-pin male interface.

The other end of the cord connects either to the PassageWay Adapter (which has a 9-pin female interface), or to the telephone (which has a 25-pin female interface).

The EIA-232-D Connector cord must connect to each of the two devices in your environment. If necessary, you can purchase adapters to change one or both ends of the cord to a different number of pins, or to a different gender.

You may want to augment your telephone configuration with a headset and necessary adapter to facilitate easeof-use.

n Power supply:

For US installations, the DEFINITY Power Kit, containing: KS-22911 power supply, 400B2 adapter, and D6AP cord.

For US or International installations, the MSP-1 Power Supply Kit, containing: MSP-1 power supply, and power cord.

NOTE:

The CallMaster VI is powered by the switch, and does not require a separate power supply.

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Installing PC Console is a multi-step process. You must perform each of the following, in the order indicated:

n Administer PC Console, at the switch, as an Attendant Console. n Assess your hardware components. n Connect the PC to the telephone. n Connect the PC/telephone configuration to the power source.

NOTE: This step is not necessary if you are using a CallMaster VI telephone.

The CallMaster VI is powered by the switch, and does not require a separate power supply.

n Install the PC Console software. n Administer the PC Console software. n If appropriate, administer the PhoneLine MasterDirectory software. n Confirm that your telephone is operating as an Attendant Console.

Each of these steps is outlined, in order, in this chapter. To begin, proceed to the next section, “Administering PC Console, at the Switch, as an Attendant Console.”

Administering PC Console, at the Switch, as an Attendant Console

The first step in the installation process is administering the console, at the switch. It is essential that the switch recognize PC Console as a 302 Attendant Console

To administer PC Console, at the Switch, as a 302 Attendant Console:

1. Enter the following command:

display console parameters

2. Verify that the switch console parameters are correct. These should include (but are not limited to) Class of Service, Class of Restriction, timing, and queue priorities.

3. If PC Console is replacing an existing 302 Attendant Console, print a copy of the associated attendant form using the following command:

display attendant # print

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4. If PC Console is not replacing an existing 302 Attendant Console, use the following command to enter the data for PC Console as a 302 Attendant Console:

add attendant #

5. Select the appropriate options on the attendant form. Among these options is the type of console being defined. We recommend that you specify a 302B to achieve the greatest compatibility with PC Console.

6. Make a note of the feature button assignments, particularly those that have been moved from their default positions (indicated in the “Default Button Number” column, below).

Default Button

Button Assignment

Number

1 Split

6 Hold 19 Forced Release 23 Night Service 24 Position Busy

7. Make a note of the display button assignments, particularly those that have been moved from their default positions (indicated in the “Default Button Number” column, below). While these display buttons are not required, they are strongly recommended if you wish to achieve the greatest functionality in PC Console.

Default Button

Button Assignment

Number

1 Normal 4 Next 6 Call-Disp

8. Assign an extension to this station, if desired.

9. Print the attendant form using the following command. (You will need the information it contains when administering PC Console.)

display attendant # print

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Assessing Your Hardware Components

PC Console can be configured to use either a 64xx-, 74xx-, 84xx- or 94xxseries DCP telephone with PassageWay Adapter, or an 8411 or CallMaster VI telephone. You will note that the 8411 and the CallMaster VI telephones do not require the PassageWay Adapter. The functionality of these telephones eliminates the need for this additional component.

Figure 1-1. The Available Telephone Components

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In addition, the PC Console telephone can be powered by one of two components. The KS-22911 power supply can be used in the United States, and the MSP-1 can be used in most international installations.

NOTE:

The CallMaster VI is powered by the switch and does not require a separate power supply.

Figure 1-2. The Available Power Components

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Connecting the PC to the Telephone

If you are using a CallMaster VI telephone (see Figure 1-3):

1. Plug the EIA-232-D Connector cord (including adapter, if necessary) into the communications (COM) port on the PC. If more than one port is available, write down the number of the port to which you physically attach the cord. Tighten all retaining screws.

NOTE:

Attach an adapter only if the EIA-232-D Connector cord does not conform to the COM port on the PC. You can purchase adapters to change the number of pins and/or the gender of the connector.

2. Plug the remaining end of the EIA-232-D Connector cord (including adapter, if necessary) into the 9-pin interface at the top of the telephone. Tighten all retaining screws.

NOTE:

Attach an adapter only if the EIA-232-D Connector cord does not conform to the 9-pin female interface on the telephone. You can purchase adapters to change the number of pins and/or the gender of the connector.

3. Connect one end of the 2-wire DCP cord to the jack at the top of the telephone.

4. Plug the remaining end of the 2-wire DCP cord into the wall jack. Skip the procedure to connect the PC/telephone configuration to a

separate power supply. The CallMaster VI is powered by the switch and does not require an independent power supply.

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Figure 1-3. Connecting the PC to the CallMaster VI Telephone

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If you are using an 8411 telephone (see Figure 1-4):

NOTE:

Attach an adapter only if the EIA-232-D Connector cord does not conform to the COM port on the PC. You can purchase adapters to change the number of pins and/or the gender of the connector.

2. Plug the remaining end of the EIA-232-D Connector cord (including adapter, if necessary) into the 25-pin interface on the bottom of the telephone. Tighten all retaining screws.

NOTE:

Attach an adapter only if the EIA-232-D Connector cord does not conform to the 25-pin female interface on the telephone. You can purchase adapters to change the number of pins and/or the gender of the connector.

3. Connect one end of a D8W cord to the jack on the bottom of the 8411 telephone. You will use the remaining end of this cord to connect to the power source.

You will use the remaining end of this D8W cord, within the next procedure, to connect to the power source. Turn to the section entitled “Connecting the PC/Telephone Configuration to the Power Source.”

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Figure 1-4. Connecting the PC to the 8411 Telephone

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If you are using a DCP telephone and PassageWay Adapter (see Figure 1-5):

NOTE:

Attach an adapter only if the EIA-232-D Connector cord does not conform to the COM port on the PC. You can purchase adapters to change the number of pins and/or the gender of the connector.

2. Plug the remaining end of the EIA-232-D Connector cord (including adapter, if necessary) into the 9-pin interface on the PassageWay Adapter. Tighten all retaining screws.

NOTE:

Attach an adapter only if the EIA-232-D Connector cord does not conform to the 9-pin female interface on the PassageWay Adapter. You can purchase adapters to change the number of pins and/or the gender of the connector.

3. Connect one end of a D8W cord to the “Phone” jack on the PassageWay Adapter. Connect the other end to the jack on the DCP telephone.

4. Connect one end of another D8W cord to the “Line” jack on the PassageWay Adapter. You will use the remaining end of this cord to connect to the power source. Turn to the section entitled “Connecting the PC/Telephone Configuration to the Power Source.”

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Figure 1-5. Connecting the PC to the DCP Telephone and PassageWay

Adapter

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Connecting the PC/Telephone Configuration to the Power Source

If you are using an 8411, 64xx-, 74xx-, 84xx-, or 94xx-series telephone, you must connect the PC/Telephone configuration to a separate power source.

NOTE:

This step is not necessary if you are using a CallMaster VI telephone. The CallMaster VI is powered by the switch, and does not require a separate power supply.

If you are using a KS-22911,L2 power source (see Figure 1-6):

1. Plug the 4002B2 Adapter into the PBX wall jack.

2. Plug the remaining end of the D8W cord (from the PC/Telephone configuration you assembled earlier) into the bottom connector on the 400B2 adapter.

3. Plug one end of the D6AP cord into the power supply unit.

4. Plug the other end of the D6AP cord into the top connector on the 400B2 adapter.

5. Plug the power supply unit into a 120 VAC, 60 Hz outlet.

NOTE:

Make certain that the AC outlet to which you connect the power supply is unswitched (for example, not controlled by a wall switch or light dimmer).

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Figure 1-6. Attaching the KS-22911,L2 Power Source

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Installation

If you are using an MSP-1 power source (see Figure 1-7):

1. Plug the remaining end of the D8W cord (from the PC/Telephone configuration you assembled earlier) into the connector labeled “Phone” on the power supply.

2. Insert one end of the second D8W cord into the connector labeled “Line” on the power supply.

3. Insert the remaining end of the second D8W cord into the PBX wall jack.

4. Plug the power supply cord into the power supply unit.

5. Plug the other end of the power supply cord into an appropriate AC outlet. If the power supply cord provided with the MSP-1 Power Supply is not compatible with your AC outlet, you may either:

n use an adapter to conform to local blade arrangement, or n use a replacement cord if an appropriate adapter is not

available.

NOTE:

Make certain that the AC outlet to which you connect the power supply is unswitched (for example, not controlled by a wall switch or light dimmer).

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Installation

Figure 1-7. Attaching the MSP-1 Power Source

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Installation

Installing the PC Console Software

To install the PC Console software:

1. Insert the PC Console CD in the CD-ROM drive. (The instructions in this section assume that you are using drive d. If this is not the case, substitute d with the appropriate drive letter.)

2. Access your Desktop or the Program Manager screen.

3. Select Start-Run or File-Run.

n The Run dialog box is displayed.

4. Type d:setup

5. Click OK.

n The Welcome screen is displayed.

6. Click Next.

n The Select Destination Directory dialog box is displayed.

7. If you want to install the PC Console software to a directory other than the indicated default, or you want to install it onto a LAN server, select that location now.

NOTE:

The PC Console database files can be installed on your network to allow file sharing with other console operators. If you select this type of installation, also install and maintain a local copy of the database information on the hard drive of each PC that may require access to this information. In the event of a LAN failure, PC Console will switch to the local copy of the database information that allows it to place and receive phone calls.

Under no circumstances should you try to install or run the file named pccon2.exe off the LAN. This is the executable file for the actual PC Console software. It is specifically designed for a single user, and must reside on your local hard drive.

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Installation

NOTE:

If you are upgrading or reinstalling the PC Console software, you will see a message later indicating that the directory already exists. You can safely reinstall to the same directory. The PC Console installation program will automatically create a backup directory of the previously installed software, in a location that you can specify.

8. If the destination directory you are about to select does not yet exist, skip to Step 13.

9. Click Next.

n The Backup Replaced Files dialog box is displayed.

If you do not want to retain a copy of your previously installed PC Console files, click No and skip to Step 12. Otherwise, click Yes.

10. Click Next.

n The Select Backup Directory dialog box is displayed.

11. Select the directory into which the old PC Console files should be placed.

12. If you are using Windows 95 or Windows NT 4.x, skip to Step 15.

13. Click Next.

n The Select Program Manager Group dialog box is displayed.

14. If you want your PC Console icons to reside in a program group other than the indicated default, select that program group now.

15. Click Next.

n The Select Communication Port dialog box is displayed.

16. Use the cursor keys or mouse to indicate which COM Port (on the PC) you will use to physically connect the PC to the telephone or PassageWay Adapter.

17. Click Next.

n The Ready To Install dialog box is displayed.

18. Click Next.

n If you are upgrading or reinstalling the PC Console software, you

will see several messages indicating that the directory already exists. You can safely respond to each by clicking OK to reinstall to the same directory. The PC Console installation program will automatically create a backup directory of the previously installed software, in the specified location.

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Installation

n The installation process begins. It takes approximately four to

five minutes to install the contents of the CD-ROM to your computer.

n When the process is complete, the Installation Completed

dialog box is displayed.

19. Click Finish.

n If you are using Windows NT or Windows 95 and any system

files were updated during the installation process, the Restart Computer dialog box is displayed. Click OK to restart your computer.

Administering the PC Console Software

Once the software is installed you can successfully administer PC Console.

n If you have performed an upgrade from a previous version of

PC Console, you must administer several new capabilities of PC Console.

n If this is a new installation, you will need to administer PC Console.

Essentially, this involves launching and naming your PC Console system, creating attendant profiles, identifying button functions, and assigning the appropriate system parameters.

To administer the PC Console software following a product upgrade:

1. Access your Desktop or the Program Manager screen.

2. Double-click on the Console Administration icon.

n The PC Console splash screen is displayed, followed by the

PC Console Login window.

3. Enter a new system name, and type a new password to be associated with that system.

NOTE:

Although you named your system prior to this upgrade, you must rename it now. In the next few steps, you will restore all of the information previously saved in the old version of PC Console.

4. Click OK or press ENTER.

n The PC Console Login window is redisplayed, and the screen

prompts you to reenter the identical password. (This is done for verification purposes.)

5. Type the password again, exactly as you typed it before.

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Installation

6. Click OK or press ENTER.

n The New Password Confirmed dialog box is displayed.

7. Click OK or press ENTER.

8. Select Administration-Upgrade-Administration from the Menu Bar.

n The software attempts to locate the System Database last used

by PC Console. It looks for a file named pccon.mdb in the pccon\admin directory.

 If it is able to locate the pccon.mdb file, it copies the old

information to the new System Database, with the exception of any records that would create duplicate entries in your new database.

 If the software cannot locate the pccon.mdb file, a dialog

box is displayed asking you to identify the old System Database. Locate and select the appropriate pccon.mdb file; then click OK or press ENTER. PC Console copies the old information to the new System Database, with the exception of any records that would create duplicate entries in your new database.

n When the System Database has been successfully upgraded, a

confirmation message is displayed at the bottom of the screen.

If your version of PC Console includes any custom languages,

continue to the next step.

If your version of PC Console does not include any custom languages, skip to Step 11.

9. Select Administration-Upgrade-Language from the Menu Bar.

n The software attempts to locate the Language Database last

used by PC Console. It looks for a file named pcclang.mdb in the pccon\admin directory.

 If it is able to locate the pcclang.mdb file, it copies the old

information to the new Language Database, with the exception of any records that would create duplicate entries in your new database.

 If it is not able to locate the pcclang.mdb file, a dialog box is

displayed asking you to identify the old Language Database. Locate and select the appropriate pcclang.mdb file; then click OK or press ENTER. PC Console copies the old language information to the new Language Database, with the exception of any records that would create duplicate entries in your new database.

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Installation

n When the Language Database has been successfully upgraded,

a confirmation message is displayed at the bottom of the screen.

10. For each custom language already defined in your PC Console environment, locate and translate the new terms that will appear within the PC Console screens. (Refer, if necessary to the section “Creating Custom Languages” in Chapter 3, “Console Administration.”) You must complete this translation process before your custom language can be used.

11. Label the PC Console display buttons to match the display buttons administered at the switch for the Attendant Console. (Refer, if necessary to the section “Identifying Button Functions” in Chapter 3, “Console Administration.”)

12. Select Administration-Upgrade-Directory from the Menu Bar.

n The software attempts to locate the Directory Database last used

by PC Console. It looks for a file named dir.mdb in the pccon\direc directory.

 If it is able to locate the dir.mdb file, it copies the old

information to the new System Database.

 If the software cannot locate the dir.mdb file, a dialog box is

displayed asking you to identify the old Directory Database. Locate and select the appropriate dir.mdb file; then click OK or press ENTER. PC Console copies the old information to the new Directory Database.

n When the Directory Database has been successfully upgraded, a

confirmation message is displayed at the bottom of the screen.

13. Select Administration-Exit from the Menu Bar.

14. Turn to Chapter 3, “Console Administration,” and follow the step-bystep procedures required to finish turning up your PC Console system. Specifically, you must verify that your attendant profiles are correct, that the button function assignments are correct, and that the appropriate system parameters has been defined. You may also need to complete any partially-created custom languages so they may be used in your environment.

To administer the PC Console software for a new installation:

1. Access your Desktop or the Program Manager screen.

2. Double-click on the Console Administration icon.

n The PC Console splash screen is displayed, followed by the

PC Console Login window.

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3. Enter a new system name, and type a new password to be associated with that system.

NOTE:

You must name your system the first time you access the PC Console application. If necessary, you can change this name later, from within the PC Console software.

You will need to know the password, that you are assigning now, whenever you make administrative changes to the PC Console application. You can also use this password to launch the PC Console Operations application.

4. Click OK or press ENTER.

n The PC Console Login window is redisplayed, and the screen

prompts you to reenter the identical password. (This is done for verification purposes.)

5. Type the password again, exactly as you typed it before.

6. Click OK or press ENTER.

n The New Password Confirmed dialog box is displayed.

7. Click OK or press ENTER.

8. Select Administration-Exit from the Menu Bar.

9. Turn to Chapter 3, “Console Administration,” and follow the step-bystep procedures required to finish turning up your PC Console system. Specifically, you need to create your attendant profiles, identify the button functions in PC Console, and assign the appropriate system parameters. You can also create custom languages, if any are required in your environment.

Administering the PhoneLine MasterDirectory Software

Once the software is installed on your PC, you will need to use the PhoneLine MasterDirectory portion to build the various directories that contain information about the people in your environment.

You can create and use up to four PC directories in PC Console. Each directory is actually a database created and maintained by the PhoneLine MasterDirectory software.

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To administer the PhoneLine MasterDirectory software:

1. Read Chapter 4, “Directory Administration,” of this document. This short chapter provides a brief overview of the relationship between PC Console and the PhoneLine MasterDirectory software.

2. Once you have read Chapter 4, refer to the PhoneLine MasterDirectory User’s Guide for the step-by-step instructions to build your directories. You can create up to four directories, each containing information about the people in your environment.

Confirming the Operation of Your Telephone

Next, you must verify that your telephone is operating an Attendant Console.

If you are using an 8411 or CallMaster VI telephone:

1. Press the Speaker button on the telephone. Verify that the red LED associated with this button is lighted, and that dial tone is not heard. (This is an indication that PC Console is correctly administered as a 302 Attendant Console.)

NOTE:

The analog jack on the back of the 8411 telephone is inoperable when used with PC Console.

If you are using a DCP telephone and PassageWay Adapter:

1. Verify that the red light is glowing steadily on top of the PassageWay Adapter.

2. Press the Speaker button on the telephone. Verify that the red LED associated with this button is lighted, and that dial tone is not heard. (This is an indication that PC Console is correctly administered as a 302 Attendant Console.)

This completes the installation process for the PC Console system. If you are not already familiar with PC Console, read Chapter 2,

“Understanding PC Console.” There you will learn about the functions and capabilities of your new PC Console system.

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Understanding PC Console

Welcome

Congratulations on your purchase of Lucent Technologies’ PC Console — the elegant solution to your call handling needs in a PC environment.

PC Console offers all of the capabilities of a hardware Attendant Console; plus the ability to share information across your organization, personalize your screen displays, and manage your call handling tasks more quickly and efficiently.

This chapter provides a quick synopsis of PC Console’s capabilities. It is intended to introduce the new user to basic PC Console concepts, and to introduce new features to the experienced PC Console user.

An Overview of PC Console

PC Console was created to accommodate your attendant’s call handling needs. PC Console allows you to:

n Access and update information that is shared across a Local Area Network n Personalize the screens that each attendant uses; even creating or modifying

the language of the interface

n Navigate through the call handling areas smoothly n Check the status of any extension in your environment n Locate any person in your environment by searching through a PC Console

database

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n Place a call directly to a found entry in the PC Console database by clicking

the Call button, or by pressing ENTER

n Immediately access on-line help information

Each of these capabilities is discussed in this chapter.

Sharing Information within PC Console

PC Console was designed to share information across your organization. During the installation and administration of PC Console, your administrator creates and “points to” several databases; each containing information that all console operators can share.

Database information can be stored locally, or on a Local Area Network drive. For backup purposes, a database can be co-located; accessed off of the Local Area Network, with an automatic switch to the local hard drive if the network drive becomes unavailable.

Personalizing Screens in PC Console

PC Console allows the administrator to select the language that each user sees on the PC Console screens. The administrator can also modify an existing language set to conform to a local dialect; or, if necessary, create an entirely new interface language.

In addition, the administrator can specify which attendants prefer Help Tip displays, and which attendants want the Auto Transfer capability to complete their transfers automatically. You can override this “profile” information at any time, by changing your preferences during any PC Console session. The changes you make only affect the current session; they do not become a permanent part of your profile.

Navigating through the PC Console Screens

PC Console is partitioned into the following functional areas.

F1 F2

The Help screen information that provides immediate on-line help. The Busy Lamp Field that identifies, and provides access to, each

extension in your environment. You can also click to select a particular Trunk Group or Hundreds Group button.

The feature buttons that allow you to perform the same function as feature buttons on a hardware console.

The PC Directories that allow you to locate and call a person, based upon their entry in a PC Console database.

The Call Handling area; from which you answer, place, hold, split, transfer, conference, and release calls.

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Help Information

To get immediate on-line help, press F1. You can find information by subject matter, search by a word or phrase, or jump between related subjects quickly to locate the information you need.

Busy Lamp Field

To move quickly to the Busy Lamp Field area, press F2. This area of the screen turns blue to indicate it is active. From this area, you can:

n Click a Trunk Group button, to access a particular trunk group. The button

turns white to indicate it is active. Now you can follow your normal dialing procedure, using either your keyboard or telephone keypad, to dial the outbound number.

If the Trunk Group button should turn pink, this is a warning signal. It indicates that the trunk group is operating at 50% of available capacity. If the Trunk Group button turns red, this is a busy signal. It indicates that the trunk group has reached 100% of available capacity.

n Click a numbered Hundreds Group button, to access a group of extensions.

All of its administered extensions are displayed. Busy extensions appear in dark blue, and idle extensions appear in light blue. To find out the name of the person at any extension, use your right mouse button to click that extension. A Help Tip box, containing the person’s extension and name, is immediately displayed. To dial the extension, use your left mouse button to click the extension number.

The selected Hundreds Group button is displayed in white. Any other Hundreds Group buttons remain in gray.

Feature Buttons

To move quickly to the Feature Button area, press F3. This area of the screen turns blue to indicate it is active.

The Feature Button area displays the short name assigned to every feature button administered for PC Console. To get a longer description of any feature button, position your cursor over the button. Assuming the administrator has enabled Help Tips, a Help Tip box containing a description of that button is displayed.

Feature buttons are used in exactly the same manner as feature buttons on a hardware console. Click the button to perform a particular task. For example, clicking the Integrated Directory feature button (usually labeled something like “IntgrDir”) accesses the Integrated Directory feature on the switch. When the button is activated, it turns white. If it is deactivated, it turns gray. If the switch needs to communicate a problem to you (such as a denied feature), the button turns pink; the equivalent of flashing on a hardware console.

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If the Position Busy feature button should turn blue, this indicates that all positions are either busy or unavailable.

Five feature buttons are on every PC Console — Split, Hold, Forced Release, Position Busy, and Night Service. Your system administrator can assign the remaining buttons as optional feature buttons; thus giving you access to the various switch features.

Display Buttons

Display buttons may appear when you activate a feature. To look at the Display Button area, click the button labeled Display. The Display Button screen opens, and turns blue to indicate that it is active.

The Display Button area indicates the short name assigned to every display button administered for PC Console. To get a longer description of any display button, position your cursor over the button. Again, if the administrator has enabled Help Tips, a Help Tip box containing a description of that button is displayed.

Display buttons are used in exactly the same manner as display buttons on a telephone or hardware console. Click the button to perform a particular task. For example, if you are using the Integrated Directory feature, clicking the Next button advances to the next entry in the list. When a button is activated, it turns white. When it is deactivated, it turns gray.

PC Directories

There are several ways to move quickly to the PC Directories area. You can do any of the following:

n Click the icon associated with the desired directory. n Press and hold the ALT key, then press the number associated with the

desired directory.

n Press F4 to move to the PC Directory area, use the TAB key to select the

desired directory, then press ENTER. The PC Directory screen opens. PC Console can have up to four directories; each containing information about

the people in your environment. This may include each person’s first name, last name, phone number, and other pertinent pieces of information; as well as any notes that you have saved with the person’s record.

You can use this information to locate anyone in your environment — searching for them by any field; or calling them by pressing ENTER or clicking the Call button.

You can also add, edit, and delete individual entries in any of the PC Console directories. You may also be able to attach notes to these entries; reminding yourself and others of vacation or travel status, hours available, or any other information that may be helpful when handling calls for the person.

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To search for an entry in a PC Console directory, use the Search By box to select the field name that corresponds to the type of search you want to perform. In the box labeled Search For, type the string of text that you want PC Console to locate. As you type, PC Console jumps to the first record that matches the string you have entered thus far. Click to pick the record you want.

To close this window, click its Quit button.

Call Handling Area

To move quickly to the Call Handling area, press F5. This area of the screen turns blue to indicate it is active. From the Call Handling area, you can answer, place, hold, split, transfer, conference, and release calls.

The Call Handling area displays six “call bars,” each providing information about one phone call that you are currently handling.

Starting at the left, each call bar displays:

n An Information icon . You can click this icon at any time to retrieve the

caller identification for that call.

n The call’s hold cycle and holding-time, indicated in minutes and seconds. n The letter identification assigned to this call appearance. You will recognize

this as the standard call appearance on a hardware console.

n A “notepad” area containing any temporary notes you have entered for this

call.

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Understanding PC Console

n Your available options, illustrated graphically, as indicated in the following

table of icons.

Icon What it does The function key that also

accesses this call handling option

Add

Answer

Call

Cancel

Conference

Forced Release

Hold

Release

Retrieve

To handle a call, or receive additional information about a particular call, click on the call bar associated with that call. The call becomes the “current call,” and its call bar is displayed with a blue border to help you distinguish it at a glance. The Second Party Display, located at the bottom of your screen, shows any additional information that is available for this call.

For example, when an incoming call arrives, your screen will display information about that call. Specifically, the following will occur:

n You hear ringing.

n The Call icon is replaced with an Answer icon . n The call bar changes to white.

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Understanding PC Console

n When you move your cursor to that call bar, the Second Party Display at the

bottom of your screen identifies the called party. This information, if available, is pulled from the primary PC Directory.

To answer the incoming call, you click the Answer icon .

n The ringing stops. n You are connected to the calling party.

n Now you see a Transfer , Hold , Release and

Conference icon on the call bar.

The icons themselves are displayed as needed. If an icon cannot be used on the current call, it is removed from the call bar. This allows you to quickly access all of the appropriate functions, while removing any clutter from the screen.

To hold the call, you click its Hold icon .

n The call is placed on hold.

n The Transfer , Hold , Release and Conference

icons disappear.

n A Retrieve icon is displayed on the call bar. n The timer on the left side of the call bar keeps track of the call’s hold cycle

and hold time. The hold cycle tells you how many times this call has been placed on hold, and the hold time tells you how long it has been on hold in the current cycle.

n The call bar itself changes to pink. This indicates that the call is on hold. If

the call bar were to turn red, this would indicate that the call had been on hold for longer than a preset threshold.

To retrieve the held call, click the Retrieve icon .

n The held call is retrieved.

n The Retrieve icon disappears.

n The Transfer , Hold , Release and Conference

icons are redisplayed on the call bar.

There are two checkboxes located above the call bars, labeled Tones and Auto Transfer. You can check or uncheck these boxes to temporarily enable or disable the sending of audible tones during normal dialing, and to enable or disable the Auto Transfer capability.

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Some applications and components (like voice mail) require that tones be sent, or not sent. However please note that if Auto Start is administered on your switch, you must specify that tones are not sent during dialing. Therefore, you would leave the box unchecked.

The last portion of the screen is the Alarm and Status Panel. It is located in the lower right corner of your screen, and exists strictly to give you feedback information. There may be up to six messages displayed in this area:

n Alarm indicates a system problem has been detected. n Alarm Reported indicates that the system has alerted the maintenance

organization of the detected problem.

n Calls Waiting indicates that one or more calls are waiting in the general

attendant queue.

n Calls Waiting Warning indicates that the number of calls in the queue has

reached a preset threshold.

n Individual Calls Waiting indicates that one or more calls directed to your

personal extension (not the “0” extension) are waiting.

n Position Available indicates that your position is available to receive calls.

All of the procedures you will use for general call handling are outlined, in detail, in Chapter 5, “Console Operations.” If you are a new user, be certain to read all of Chapter 5 to become proficient as a PC Console attendant. Once you are comfortable with these new procedures, you may prefer the Quick Reference card, as a reminder.

And once again... welcome to PC Console!

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Console Administration

Overview

The term “Console Administration” refers to a collection of procedures. These are the procedures that you, as System Administrator, will use to define your environment. This includes identifying the users who are authorized to access the PC Console system, and specifying how the buttons are configured at the switch by configuring them the same way within the PC Console software.

In addition, you can decide what language each user will see on the PC Console screens. You can also modify an existing language set to conform to a local dialect; or, if necessary, create an entirely new interface language. The terms that you define will appear on PC Console’s operating screens.

NOTE:

If you are upgrading your PC Console installation, refer to Chapter 2, “Installation,” for the procedures to upgrade your database information and any available custom languages.

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Accessing the Console Administration Area

To access the console administration area:

1. Close any open PC Console application.

2. From your Desktop or the Program Manager screen, locate the PC Console program group (or the program group containing the PC Console application icons).

3. Double-click on the Console Administration icon.

n The entry window is displayed.

4. Type the system name and password.

5. Click OK or press ENTER.

n The Console Administration screen is displayed.

Assigning Attendant Profiles and Passwords

The Attendant Management folder allows you to add, change, or delete profile information for yourself, or for any other PC Console attendant.

To add a new attendant:

1. Click the Attendant Management folder.

2. Click Add.

3. Type a login name for the new user and press ENTER.

n The highlighting moves to a button labeled Password.

4. Click ENTER.

5. Type the password that the user will require to gain entry to PC Console, then press ENTER.

6. Re-type the new password (for verification purposes), and again press ENTER.

7. Select the appropriate responses to each of the following. This profile information will be saved, along with the new user’s name and password.

 Language. Select an interface language for the user. The

language that you specify will determine what the user sees on the PC Console administration and operating screens, as well as prompts, messages, and other information.

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Console Administration

 Auto Transfer. Check this box if the user wants calls to be

transferred automatically; without operator announcement. This feature reduces the number of steps required to transfer a call.

NOTE:

If Auto Transfer is not enabled for a particular attendant, the attendant can temporarily override this instruction by checking a box labeled “Auto Transfer” on the PC Console Operations screen. Checking this box will cause all calls to be transferred automatically until the box is unchecked again.

 Help Tip Visible. Check this box if the user wishes to see the

“Help Tips” that provide a short description of the button over which the cursor is positioned.

8. Click Save.

n The new user and his/her profile are added to the list of authorized

PC Console attendants.

To delete an existing attendant:

1. Click the Attendant Management folder.

2. Highlight the name of the user that is to be deleted.

NOTE:

It is not possible to delete your system name in the list of users.

3. Click Delete.

n A message box asks for confirmation of this deletion.

4. Click Yes.

n The user’s name and profile are deleted from the list of authorized

attendants.

To change the profile for an existing attendant:

1. Click the Attendant Management folder.

2. Highlight the name of the user whose profile is to be modified.

n The screen displays profile information for the highlighted user.

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3. Make the appropriate changes to the following profile information:

NOTE:

 Language. Select an interface language for the user. The

language that you specify will determine what the user sees on the PC Console administration and operating screens, as well as prompts, messages, and other information.

 Auto Transfer. Check this box if the user wants calls to be

transferred automatically; without operator announcement. This feature reduces the number of steps required to transfer a call.

 Help Tip Visible. Check this box if the user wishes to see the

“Help Tips” that provide a short description of the button over which the cursor is currently positioned.

4. Click Save.

n The user’s modified profile is saved.

Identifying Button Functions

Administering the buttons for PC Console is one of the steps required to define your operating environment. Use the following procedures to specify how the buttons are configured at the switch, by configuring them the same way within the PC Console software.

It is important to recognize that this area of PC Console is strictly used to indicate to the attendant how your switch is configured. If you reconfigure button functions at the switch, you must likewise reconfigure the corresponding PC Console buttons. Otherwise, the PC Console user will have no way of knowing that the function assigned to the button has changed. Changing the label alone, within PC Console, does not inherently change its function at the switch.

To access the Button Identification area of PC Console:

1. From the Attendant Management folder, click the tab labeled Button Identification.

n The Button Identification screen displays your options. Here, you

can identify the buttons associated with any of the following:

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Console Administration

To label the Trunk Group buttons:

1. From the Button Identification area, click the button labeled Trunk Groups.

n Twelve Trunk Group buttons, initially unlabeled, are displayed

 Trunk Groups  Hundreds Groups, and their associated Busy Lamp Fields  Feature Buttons  Display Buttons

across the screen. These buttons perform the same function as Trunk Group buttons

on a non-PC based attendant console. Specifically, they allow the attendant to select an outgoing trunk group. They can also be used to select a code-calling or loudspeaker paging zone.

Each of these buttons must be labeled to identify the trunk group with which it is associated. This is typically accomplished by labeling each Trunk Group button according to the corresponding location. For example, your buttons might be labeled “LA,” “Dallas,” “NY,” and so forth.

2. Label each Trunk Group button, just as it is administered at the switch.

NOTE:

Each button label can hold a maximum of six characters.

3. When you are finished making changes, click Save.

n Your changes are saved.

To label the Hundreds Group buttons and associated Busy Lamp Fields:

1. From the Button Identification area, click the button labeled Hundreds Groups.

n Twenty Hundreds Group buttons, initially unlabeled, are displayed

across the screen. When in the Console Operations area, each administered Hundreds

Group button will correspond to 100 Busy Lamp Fields.

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2. Label each Hundreds Group button, just as it has been administered at the switch.

The label you assign to each Hundreds Group button should reflect the first digit (or group of digits) for the associated extensions. For example:

n If your dialing plan has 3-digit extensions, you could conceivably

n If your dialing plan has 5-digit extensions, and you have 500

have 1000 extensions — 000 through 999. You would therefore assign up to 10 Hundreds Group buttons at the switch, and duplicate their assignments here. The first Hundreds Group button would handle extensions 000 through 099. The second would handle extensions 100 through 199, and so forth. The extensions themselves would automatically be labeled within the grid that is displayed to the attendant (000 through 099, and 100 through 199), and the corresponding Hundreds Group button would be labeled with the group’s prefix — in this example, 0 and 1.

extensions — for example 10000 through 10499, you would assign 5 Hundreds Group buttons. The first Hundreds Group button would handle extensions 10000 through 10099. The second would handle extensions 10100 through 10199, and so forth. The extensions themselves would automatically be labeled within the grid, and the corresponding Hundreds Group button would be labeled with the group’s prefix — in this example, 100 or 101.

NOTE:

Each button label can hold a maximum of three characters.

3. When you are finished administering the Hundreds Group buttons, click Save.

n Your changes are saved.

To label the feature buttons:

1. From the Button Identification area, click the button labeled Feature Buttons.

n Twenty-four feature buttons are displayed in two columns near the

right side of the screen. Some feature buttons are labeled with feature names, and others are labeled with numbers.

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n The Feature Button Definition Table on the left side of the screen

These buttons perform the same function as feature buttons on a non-PC based attendant console. They are used to access and perform pre-determined functions. For example, an Integrated Directory feature button accesses the Integrated Directory feature on the switch.

If a button is labeled with a feature name, the button is “administered,” and may be used by the attendant. If a button is labeled with a number, the button is not “administered.” It performs no function within PC Console and is not displayed to the attendant.

allows you to identify the purpose, label, and relative location of each feature button that is administered for your system.

 “Term” is a long description of the button’s function. It may be

up to 60 characters in length. This is the description that can be displayed as a Help Tip when the user positions the cursor over the button.

 “Label” is the short description that will appear on the button

within the PC Console screens. It may be up to 8 characters in length.

 “Number” indicates where the button will reside within the two-

column table on the right side of the screen. The number 1 indicates the top left position. The number 24 indicates the bottom right position.

The buttons that you administer, label, and position here will appear on the Console Operations screen that is used by the attendant.

If an entry in the Feature Button Definition Table appears in red, this indicates that the feature is required for PC Console. You cannot delete this entry. The required feature buttons and their default positions are indicated below:

Default Button

Button Assignment

Number

1 Split

6 Hold 19 Forced Release 23 Night Service 24 Position Busy

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2. Make any required changes to the feature button labels to synchronize their functions with those already administered for the console at the switch.

n To add a new feature button, click on an empty line within the

If an entry in the Feature Button Definition Table appears in blue, this indicates that the feature is not required for PC Console. If, however, you wish to administer that particular feature button, you must do so utilizing the line that the partially-created button already occupies. For example, if you want to administer an Integrated Directory feature button, you must use the line already labeled “Integrated Directory,” and simply supply the label for the button, and the number that specifies its position within the two-column table.

Feature Button Definition Table. In the left cell, type a long description (up to 60 characters) that will be displayed as the button’s Help Tip. In the center cell, type the short label (up to 8 characters) that will appear on the button. In the right cell, type the position (1 through 24) that this feature button will occupy. You can select from the button positions that have not yet been assigned to other feature buttons.

n To change an existing feature button, click on the cell whose

contents are to be changed. Use the standard Windows editing features to position your cursor and edit the field, as appropriate.

n To delete an existing feature button, you must clear the contents of

all three cells associated with that button. Beginning with the leftmost cell, double-click on the cell to highlight its contents. Press DELETE. Repeat this procedure until all three associated cells are empty.

NOTE:

If an entry in the Feature Button Definition Table appears in red, this indicates that the feature is required for PC Console. You cannot delete this entry. In addition, you must make certain that the identical feature button assignments have been made on the switch, so that PC Console can communicate successfully with the switch.

A Helpful Hint: Avoid assigning labels that could confuse the attendant. For example, do not use the label “Directory” to describe the Integrated Directory feature button. This could easily be mistaken for the PC Console Directory function.

3. When you are finished making changes, click Save. Your changes are saved.

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To label the display buttons:

1. From the Button Identification area, click the button labeled Display.

n Eight display buttons are displayed on the screen. Some display

n The Display Button Definition Table on the left side of the screen

buttons are labeled with names, and others are labeled with numbers.

These buttons perform the same function as display buttons on a non-PC based attendant console. They are used to access and perform pre-determined functions. For example, the Next display button cycles to the next entry in a displayed list.

If a button is labeled with a name, the button is “administered,” and may be used by the attendant. If a button is labeled with a number, the button is not “administered.” It performs no function within PC Console and is not displayed to the attendant.

allows you to identify the purpose, label, and relative location of each display button that is administered for your system.

 “Term” is a long description of the button’s function. It may be

up to 60 characters in length. This is the description that can be displayed as a Help Tip when the user positions the cursor over the button.

 “Label” is the short description that will appear on the button

within the PC Console screens. It may be up to 8 characters in length.

 “Number” indicates where the button will reside within the two-

column table on the right side of the screen. The number 1 indicates the first position. The number 8 indicates the last position.

The buttons that you administer, label, and position here will appear on the Console Operations Display screen that is used by the attendant.

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If an entry in the Display Button Definition Table appears in blue, this indicates that the feature is optional, but the display button name is locked and cannot be changed. You can, however, change the button label, as well as the number that specifies its position within the two-column table. The required display buttons and their default positions are indicated below:

Default Button

Button Assignment

Number

1 Normal 4 Next 6 Return Call

2. Make any required changes to the display button labels to synchronize their functions with those already administered for the console at the switch.

n To add a new display button, click on an empty line within the

Display Button Definition Table. In the left cell, type a long description (up to 60 characters) that will be displayed as the button’s Help Tip. In the center cell, type the short label (up to 8 characters) that will appear on the button. In the right cell, type the position (1 through 8) that this display button will occupy. You can select from the button positions that have not yet been assigned to other display buttons.

n To change an existing display button, click on the cell whose

contents are to be changed. Use the standard Windows editing features to position your cursor and edit the field, as appropriate.

n To delete an existing display button, you must clear the contents of

NOTE:

3. When you are finished making changes, click Save. Your changes are saved.

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Defining System Parameters

The System Parameters function allows you to define where the various system components are physically stored. Here, you will specify to which COM port the telephone or PassageWay Adapter is connected, and where the database information that drives PC Console resides.

n System Database — This is the Microsoft Access

the label information you have saved for each button on the PC Console screens. Attendant profile information is stored here, as well. Its default location is pccon2\admin\pccadmin.mdb.

n Language Database — This is the Microsoft Access database that contains

standard, or possibly customized, language translations. Each entry in the far left column indicates the original English term to be translated. Its translated values (one per “remembered” language), appear alongside it in each successive column. Its default location is pccon2\admin\pcclang2.mdb.

n System Log File — This is the log of user and administrator activity within

PC Console. The System Log File identifies each person that has accessed a PC Console function. It also indicates what functional area was accessed, and provides an associated date and time stamp. Its default location is pccon2\admin\syslogin.txt.

database that contains

n Upload File — This is the database file that receives information uploaded

from the switch’s Integrated Directory. By default, it is located in pccon2\direc\ and named upload.md.

n PC Directory Files — These are the database files that contain names,

addresses, and telephone numbers for the people who may originate or receive calls through the switch connected to PC Console. By default, they are located in pccon2\direc\ and named sequentially — dir1.md, dir2.md, dir3.md, and dir4.md.

n COM Port — This is the communications (COM) port on the back of the PC

to which the telephone or PassageWay Adapter is physically connected.

n Tones — This indicates whether PC Console will send audible tones during

dialing sequences. Some applications and components require that tones be sent, or not sent. Note that if Auto Start is administered on your switch, you must specify that tones are not sent during dialing.

NOTE:

If your system is administered to not send tones, the attendant can temporarily override this instruction by checking a box labeled “Tones” on the PC Console Operations screen. Checking this box will cause the audible tones to be sent until the box is unchecked again.

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n Companding — This option is set, by default for Mu-Law. Leaving this

default permits the system to digitize voice signals according to accepted Mu-Law standards. Setting this option to A-Law requires the system to digitize voice signals according to accepted A-Law standards.

n Second Party Display — This setting determines which information will be

displayed in the Second Party Display area (within Call Handling) on the Console Operations screen during a multiple-party call . If “Coverage Point” is selected, then information for the intended receiver is displayed. If “Originator” is selected, then information for the dialing party is displayed. The default selection for this setting is “Originator.”

To access the System Parameters area of PC Console:

1. From the Attendant Management folder, click the tab labeled System Parameters.

n The System Parameters screen lists the location of each data

directory that is associated with PC Console. It also displays the various system settings that determine how PC Console responds to instructions from the attendant.

To “point to” a different System Database File:

1. From the System Parameters screen, locate and click on the button labeled System Database, on the left side of the screen.

n The display to its right indicates where the PC Console application

currently looks for the file (“Current Path”).

2. Position your cursor in the “Change To” text box, then modify the path to indicate where the file actually resides. You may alternatively click the Change To button, highlight the appropriate file, and click OK.

3. Click Save.

n Your changes are saved.

To “point to” a different Language Database File:

1. From the System Parameters screen, locate and click on the button labeled Language Database, on the left side of the screen.

n The display to its right indicates where the PC Console application

currently looks for the file (“Current Path”).

3. Click Save.

n Your changes are saved.

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To “point to” a different System Log File:

1. From the System Parameters screen, locate and click on the button labeled System Log File, on the left side of the screen.

n The display to its right indicates where the PC Console application

3. Click Save.

n Your changes are saved.

To “point to” a different Upload File:

1. On the left side of the System Parameters screen, locate and click on the button labeled Upload File, on the left side of the screen.

n The display to its right indicates where the PC Console application

currently looks for the file (“Current Path”).

3. Click Save.

n Your changes are saved.

To “point to” a different PC Directory File:

1. On the left side of the System Parameters screen, locate and click on the Directory (1, 2, 3, or 4) whose path you wish to change.

n The display to its right indicates where the PC Console application

currently looks for the file (“Current Path”).

3. Click Save.

n Your changes are saved.

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To “point to” a different COM Port:

1. From the System Parameters screen, locate and click on the down arrow next to the name of the currently administered COM port.

n A dropdown list box indicates four COM port addresses, 1 through

2. Use the mouse or cursor keys to select the COM port that physically connects your PC to the telephone or PassageWay Adapter.

3. If you are finished making changes to this screen, click Save.

n Your changes are saved.

To change the setting that determines whether audible tones are sent during dialing:

1. From the System Parameters screen, locate the checkbox that

precedes the word “Tones.” The setting you enter here determines whether PC Console will send

audible tones during dialing sequences. Some applications and components require that tones be sent, or not sent. Note that if Auto Start is administered on your switch, you must specify that tones are not sent during dialing.

4, through which the PC can be attached to the telephone or PassageWay Adapter.

2. Check or uncheck this box, as appropriate:

n If the checkbox is checked, tones will be sent. n If the checkbox is unchecked, tones will not be sent.

3. If you are finished making changes to this screen, click Save.

n Your changes are saved.

To change the Companding standard currently in effect:

1. From the System Parameters screen, locate the radio-group buttons beneath the term Companding.

2. Indicate how the system should digitize your voice signals:

n To specify the Mu-Law standards, click Mu-Law. n To specify the A-Law standards, click A-Law.

3. If you are finished making changes to this screen, click Save.

n Your changes are saved.

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To change the Second Party Display standard currently in effect:

1. From the System Parameters screen, locate the radio-group buttons beneath the term Second Party Display.

This setting determines whether the intended receiver information or the dialing party information will be displayed in the Second Party Display area (within Call Handling) on the Console Operations screen during a multiple-party call.

2. Indicate what information should be displayed in the Second Party Display area.

n To specify that information about the intended receiver be

n To specify that information about the dialing party be displayed,

3. If you are finished making changes to this screen, click Save.

n Your changes are saved.

displayed, click Coverage Point.

click Originator.

To upload the switch’s Integrated Directory to the Upload File:

The switch’s Integrated Directory feature enables the attendant to retrieve extension numbers from the system directory. The directory itself contains an alphabetical listing of up to 800 names and numbers of people within the system. PC Console is capable of uploading this to a special Upload File. The Upload File can then be used by the PhoneLine MasterDirectory software to create or refine directories for PC Console.

During the upload process, PC Console will examine each incoming record, using its last name and phone number fields for comparison against other records. If PC Console locates a new entry — one that does not exist in the Upload File — it adds that new entry to the Upload File.

1. Take the PC Console telephone off-hook.

2. Click the Upload button.

n The Upload Screen is displayed.

3. Click the Upload button on the Upload Screen.

n The upload process begins.

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n PC Console compares each entry from the switch’s Integrated

4. When you are ready to exit the Upload Screen click the Quit button.

Directory to those in the Upload File, then makes the following changes to the Upload File:

 Identical entries are left intact.  New entries to the Integrated Directory are added.  Entries deleted from the Integrated Directory are left intact.

It requires approximately 1 minute to scan and update 100 entries in the Upload File.

When this process is complete, your screen displays a confirmation message that indicates how many records were uploaded.

NOTE:

If necessary, you can cancel the upload process by clicking the Cancel button.

Creating Custom Languages

You can select the language that each user sees on the PC Console screens. You can also modify an existing language set to conform to a local dialect; or, if necessary, create an entirely new interface language. The terms that you define will appear on PC Console’s operating screens.

It is important to note that each interface language you create must be complete before you can use it. If you define a new language, but do not

translate all of the terms, that language will not be accessible for use in PC Console. Only complete languages can be used on the screens.

To create a new custom language:

1. Click the Custom Language folder.

n The Custom Language tab is displayed. This screen requires the

following information:

 Name of custom language You must indicate what you want

to call the new language.

 Help You must indicate which of the already-created Help

screens should automatically be associated with the new language. It is not possible to create a new language for the Help screens.

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2. Click on the box immediately following Name of custom language. Type a name for the new language, then press ENTER.

3. Click on the down-arrow next to the Help box, then select the appropriate language for the Help screens.

4. If you want to use an existing language as the starting point for your new language, click on the down-arrow next to the Initialize translations to box, and select that existing language.

n PC Console uses the terms from the existing language to populate

 Initialize translations to You must indicate the foundation, or

“starting point” for the new interface language. You can either:

n Highlight an existing language to copy its terms, then

modify those terms in the screens that follow; or

n Leave this entry blank, and enter brand new terms in

the screens that follow.

Regardless of which starting point you use, the new terms will only affect your new custom language. They will not change the terms associated with any other language.

the next two screens.

5. Click the left arrow button near the bottom of the screen.

n The Miscellaneous Terms window is displayed. If you selected an

existing language to use as a starting point, its terms are copied into this screen. Otherwise, the terms are initially blank.

6. Make the appropriate changes to each of the terms on this screen:

n On the right side of the translation table, highlight the term whose

translated value is to be assigned or changed.

 The original term, and its translated value, appear in the lower

part of the screen. The maximum number of characters that the translated value may contain is displayed beneath the word “Translation.”

n Use the standard Windows editing features to position your cursor

and edit the translation, as appropriate.

n To save the newly-translated term, press ENTER.

 The translation table is updated to reflect your change.

7. When all appropriate changes have been successfully made to the Miscellaneous Terms window, click Save.

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8. Click the left arrow button near the bottom of the screen.

n The Keyboard-Driven Terms window is displayed. If you selected

9. Make the appropriate changes to each of the terms on this screen:

n In the translation table, highlight the term whose translated value is

n Use the standard Windows editing features to position your cursor

an existing language to use as a starting point, its terms are copied into this screen. Otherwise, the terms are initially blank.

These are the short commands that the attendant uses to drive PC Console. Each command must be accessible using the mouse, or by typing on the keyboard. It is therefore necessary to also define ALT- key-sequences that the attendant can use to issue the commands from the keyboard. Using English as an example,

ALT-A might indicate Add. ALT-R might indicate Hundreds Groups. When you define these key-sequences, you must define

unique sequences within each screen. You cannot, for example, use an ALT-R sequence for two different entries that appear on the same screen.

to be assigned or changed.

 The original term, its translated value, and its ALT- key

sequence, appear in the lower part of the screen. The maximum number of characters that the translated value may contain is displayed beneath the word “Translation.”

and edit the translation, as appropriate.

n Position your cursor in the ALT Key translation box, in the lower

part of the screen below the translated term.

 To the right of the ALT Key translation box, the word “Used”

precedes a list of any characters that could conceivably be used by this term, but that are already assigned to other terms in their ALT- sequences. Therefore, if you assign one of these already “Used” characters, you must change an existing ALT- sequence assignment, established elsewhere in the translation table.

n If appropriate, type a new ALT- sequence character for this term.

 If another term uses this ALT- sequence, that term is

immediately displayed in the “Conflicts” box, on the right side of the screen.

n To save the newly-translated term and its ALT- key sequence,

press ENTER.

 The translation table is updated to reflect your change.  If the ALT- sequence that you assigned conflicts with any other

term, that term must be edited to change its ALT- sequence to remove the conflict before PC Console will allow you to save and use the finished custom language. Repeat Step 9 to edit the ALT- sequence for this conflicting term.

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10. When you are finished making changes, click Save.

n If all required information has been provided, and no duplication

n If any information is missing from the defined terms, or if a

NOTE:

If necessary, you can use the left and right arrow buttons near the bottom of the screen to cycle through the windows and make any final changes to this interface language.

exists for the ALT- key-sequences, the screen will display a status bar message indicating that the language has been saved, and can now be accessed within the PC Console system.

duplicate exists within the ALT- key-sequence definitions, the screen will instead display “Custom language will be incomplete.” Before you can use the new language, you must return to Step 5 and finish defining its terms and ALT- key-sequence definitions.

To update an existing custom language:

1. Click the Custom Language folder.

n The Custom Language tab is displayed. This screen requires the

following information:

 Name of custom language You must indicate which custom

language you are changing.

 Help You must indicate which of the already-created Help

screens should automatically be associated with this language. It is not possible to create a new language for the Help screens.

2. Click on the down-arrow next to the Name of custom language box. Select the language you want to change.

3. If you want to change the language of the Help screens associated with this custom language, click on the down-arrow next to the Help box. Select the appropriate language for the Help screens.

4. Click the left arrow button near the bottom of the screen.

n The Miscellaneous Terms window is displayed. The terms

previously defined for this language are listed on the screen.

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5. Make the appropriate changes to each of the terms on this screen:

n On the right side of the translation table, highlight the term whose

n Use the standard Windows editing features to position your cursor

n To save the newly-translated term, press ENTER.

6. When all appropriate changes have been successfully made to the Miscellaneous Terms window, click Save.

7. Click the left arrow button near the bottom of the screen.

n The Keyboard-Driven Terms window is displayed. The terms

translated value is to be assigned or changed.

 The original term, and its translated value, appear in the lower

part of the screen. The maximum number of characters that the translated value may contain is displayed beneath the word “Translation.”

and edit the translation, as appropriate.

 The translation table is updated to reflect your change.

previously defined for this language are listed on the screen.

8. Make the appropriate changes to each of the terms on this screen:

n In the translation table, highlight the term whose translated value is

to be assigned or changed.

 The original term, its translated value, and its ALT- key

sequence, appear in the lower part of the screen. The maximum number of characters that the translated value may contain is displayed beneath the word “Translation.”

n Use the standard Windows editing features to position your cursor

and edit the translation, as appropriate.

n Position your cursor in the ALT Key translation box, in the lower

part of the screen below the translated term.

 To the right of the ALT Key translation box, the word “Used”

n If appropriate, type a new ALT- sequence character for this term.

 If another term uses this ALT- sequence, that term is

immediately displayed in the “Conflicts” box, on the right side of the screen.

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n To save the newly-translated term and its ALT- key sequence,

9. When you are finished making changes, click Save.

press ENTER.

 The translation table is updated to reflect your change.  If the ALT- sequence that you assigned conflicts with any other

term, that term must be edited to change its ALT- sequence to remove the conflict before PC Console will allow you to save and use the finished custom language. Repeat Step 8 to edit the ALT- sequence for this conflicting term.

NOTE:

If necessary, you can use the left and right arrow buttons near the bottom of the screen to cycle through the windows and make any final changes to this interface language.

n If all required information has been provided, and no duplication

exists for the ALT- key-sequences, the screen will display a status bar message indicating that the language has been saved, and can now be accessed within the PC Console system.

n If any information is missing from the defined terms, or if duplicates

exist within the ALT- key-sequence definitions, the screen will instead display “Custom language will be incomplete.” Before you can use the new language, you must return to Step 4 and finish defining its terms and ALT- key-sequence definitions.

To delete a custom language:

1. Click the Custom Language folder.

n The Custom Language tab is displayed.

2. Click on the down-arrow next to the Name of custom language box. Select the custom language you want to delete.

3. Click the Delete button.

n A message box asks for confirmation that you want to delete this

language.

4. If you want to delete the language, click Yes.

n The language is deleted.

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Exiting the Console Administration Area

To exit the Console Administration area:

1. Select Administration-Exit from the Menu Bar.

n If any changes have not been saved, you have the opportunity to

save or discard those changes, or to cancel the Exit procedure.

n The Console Administration screen is closed.

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Overview

The term “Directory Administration” refers to a collection of procedures. These are the procedures that you, as System Administrator, will use to define, and later identify, the database information required by PC Console to communicate with the switch.

The tool that you will use to perform Directory Administration is called PhoneLine MasterDirectory. This standalone software application allows you to create and manage information in multiple directories. PC Console uses these completed directories to access information about the people in your environment.

Using the PhoneLine MasterDirectory

Software

You can create and use up to four PC directories in PC Console. Each directory is actually a database created and maintained by the PhoneLine MasterDirectory software.

The PhoneLine MasterDirectory software is a feature-rich application. It provides capabilities that give you a great deal of control when developing your database structures. You can, for example, tie together information from multiple source files. One file might have name and address information; another service records; and yet another emergency contact information. Using the PhoneLine MasterDirectory software, you can create a single database that ties all of this information together, for a complete profile of each person in your environment.

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The PhoneLine MasterDirectory software also enables you to automate your update procedures. You can pre-schedule update intervals, and determine which routines will be performed each time. This minimizes your daily involvement in keeping critical database information synchronized.

Information from the switch’s Integrated Directory can also be included in the directories that you build using PhoneLine MasterDirectory. Chapter 3, “Console Administration,” includes the procedure that you will use to upload information from the switch’s Integrated Directory. This information is funneled into a special Upload File. Once the Upload File is accessible to PhoneLine MasterDirectory, your ability to cross-reference and update comprehensive database information is even further enhanced.

It is beyond the scope of this manual to address all of the capabilities and procedures for PhoneLine MasterDirectory. When you are ready to build your directories for PC Console, please refer to the PhoneLine MasterDirectory User’s Guide for step-by-step instructions.

Helpful Hints When Building Your

Directories

You can have up to four directories in PC Console. The first directory is called the primary PC Console directory. It is different from the remaining directories in the following ways:

n The primary PC Console directory always occupies the first position in the list

of PC Directories on the Console Operations screen.

n The primary PC Console directory is used to identify the called- or calling-

parties, and to display that information in the Second Party Display area at the bottom of the Console Operations screen.

n The primary PC Console directory is used to identify the user name

associated with each Busy Lamp Field on the Console Operations screen.

n The primary PC Console directory is pre-administered with 7 fields. n The primary PC Console directory has already been indexed.

When setting up your primary PC Console directory, be certain to include all information that will be needed in both the Second Party Display and the Busy Lamp Fields. Also be certain to leave it as Directory 1 in the System Parameters screen within Console Administration. (See Chapter 3, “Console Administration” for more details.)

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When PC Console is first installed, it includes an empty database file named dir1.md. This database file contains the following fields:

n Last Name n First Name n Phone n Notes n Field 5 n Field 6 n Field 7

You can choose to use, or not use, this predefined database structure as the foundation for your PC Console directories. You can likewise choose to use, or not use, the predefined fields. However, we strongly recommend that all directories used by PC Console include at least the first three fields to allow the greatest possible PC Console functionality.

Once you have defined your basic database structure in MasterDirectory, you will need to perform some indexing. This only needs to be performed once, unless your database structure should change. You will also need to repeat this procedure before updating your database using the Upload feature. To initiate this process, select Settings-Indexes from the MasterDirectory menu bar.

n Index your fields — Although it is not required, we recommend that you

index all of your fields, with the exception of any Notes fields.

You will also need to specify how the various fields are to be used. Select Settings-MDAccess from the MasterDirectory menu bar. Be certain to:

n Specify which Notes field is the default — This is the Notes field used to

populate the Second Party Display and PC Console directory window.

n Specify which field can be dialed — This is the phone number that PC

Console dials when the user clicks the Call button or presses ENTER.

n Specify which fields should be displayed — These are the fields that will

be displayed in the upper section of the PC Console directory window.

n Specify which fields should provide detail — These are the fields that will

be displayed in the lower part of the PC Console directory window when the user highlights a record.

Again, please refer to the PhoneLine MasterDirectory User’s Guide for step-bystep instructions.

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Importing an Upload File — A Quick Overview

The PhoneLine MasterDirectory User’s Guide contains the step-by-step procedures you will follow to import an Upload file. For your convenience, however, a synopsis of those instructions is provided here.

To import an Upload File:

1. Access the console administration area and perform the procedure to upload the switch’s Integrated Directory to the Upload File. (Refer to Chapter 3, “Console Administration” for the step-by-step procedures.)

2. Exit the console administration area.

3. Launch MasterDirectory.

4. Select File-Open from the Menu Bar.

5. Locate and click on the file named dir1.md. Its default location is pccon2\direc\.

6. Click OK or press ENTER.

7. Select Import-Map-Open from the Menu Bar.

8. Locate and click on the file named upload.imp. Its default location is pccon2\direc\.

9. Click OK or press ENTER.

10. To identify the source file, locate and click on the file named upload.dbf.

11. Click Next.

12. If there are any errors in the displayed import map, correct those errors now.

13. Click Next.

14. To begin the import process, click Import.

n The import process begins. When it is complete, a confirmation

box is displayed.

15. Click OK.

16. Click Close.

17. Exit MasterDirectory.

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Operations Overview

The procedural information provided in this chapter is divided into the following three categories of Console Operations:

n Accessing and Exiting PC Console Operations — These are the

procedures you will use to access, login, and exit the PC Console Operations area.

n Call Handling — These are the procedures you will use most frequently in

PC Console Operations. This section provides instructions on answering, placing, holding, splitting, transferring, conferencing, and releasing calls; and using the note-taking capability of PC Console.

n Searching and Updating a Directory — These are the procedures you will

use to locate a person, based on their entry in one of the PC Console directories. You can search for the person based on any field, including first name, last name, phone number, and the notes entry. You can also call them directly by clicking on the Call button. This section also contains the procedures you will need to maintain the directories — adding, changing, and deleting individual entries that are stored on PC Console.

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Accessing and Exiting PC Console Operations

To launch the PC Console Operations application software:

1. Double-click on the Console Operation icon to launch the application.

n The PC Console splash screen is displayed, followed by the

PC Console Login window.

2. Verify that the Position Busy feature button is displayed in gray. If it is not, click that button so that the switch forwards “0”perator calls to PC Console.

To login as a new attendant:

Your login profile contains information about you, including your preferences for language, Help Tips, and Auto Transfer. To make those preferences available to the system, however, you must either launch PC Console using your login name and password, or identify yourself as a new attendant using the following login procedure.

1. Select Attendant-Login from the Menu Bar.

n The Attendant Login window is displayed.

2. Enter your login name and password.

3. Click OK or press ENTER.

To change your profile information temporarily:

Your administrator has selected the language that you see on the PC Console screens, and has established three default settings that you can override on a temporary basis. Specifically, you can change the settings that determine whether Help Tips are displayed, whether Auto Transfer is enabled, and whether audible tones are sent during dialing. The changes you make only affect the current session; they do not become a permanent part of your profile.

n Help Tips — You use the same procedure to toggle the Help Tips feature on

or off. Simply select Attendant-Help Tips Visible from the Menu Bar. If the feature is turned on, a checkmark precedes its name on the Menu Bar.

n Tones — This checkbox, labeled Tones, appears within the Call Handling

area. Some applications and components (like voice mail) require that tones be sent, or not sent. However, note that if Auto Start is administered on your switch, you must specify that tones are not sent during normal dialing. Therefore, you would leave the box unchecked.

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n Auto Transfer — This checkbox, labeled Auto Transfer, also appears within

the Call Handling area. Check the box if you want calls to be transferred automatically, without announcement. This reduces the number of steps required to transfer a call.

To exit the PC Console Operations software:

1. Select Attendant-Exit from the Menu Bar.

2. If any calls are in progress, click Yes to indicate that you want to

Call Handling

Call Handling functions are those functions you will perform most frequently in PC Console. In general, these functions involve:

n Position Busy is enabled.

release those calls.

n Any calls in progress are dropped or disconnected. n The PC Console telephone is disabled.

n Answering a call n Conferencing multiple parties together on a call n Holding a call n Placing a call n Releasing a call n Splitting a call n Transferring (extending) a call n Typing notes about a call

Answering a Call

When an incoming call arrives, your screen will display information about that call. The information that you actually see depends upon the configuration of your system, and PC Console’s previous call handling status.

When an incoming call arrives, the following occurs at the PC Console workstation:

n You hear 1-burst repetitive ringing.

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NOTE:

n An Answer icon is displayed on the call bar associated with the

incoming call.

n The background of the call bar changes to white. n If the call bar associated with the incoming call is highlighted, the call bar and

the Second Party Display (at the bottom of the screen) indicate the called- or calling-party identification, if that information is available.

n The Position Available indicator is turned off.

A special type of incoming call is the emergency call. When an emergency call arrives, the following also occurs at the PC Console workstation:

n The Emergency feature button (if one is administered) is displayed in pink.

If your switch is administered for Automatic Answer, you will not hear a ring. Instead, PC Console will establish the connection for you automatically.

n An Emergency tone sounds. n The call bar identifies the call with the abbreviation EMRG and shows the

following information:

 The calling party identification  The number of emergency calls remaining in the queue

n A typical emergency call has this display format:

a = TOM ROBERTS EXT 3041 in EMRG Q

The procedure for answering an emergency call is the same as the procedure to answer any other call. However, you should respond immediately to an emergency call, placing other calls on hold if necessary.

To answer an incoming call:

1. Click the Answer icon or highlight the call bar and press F6.

n Ringing stops. n You are connected to the calling party.

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To answer a second call:

1. Click the Hold icon or highlight the call bar and press F7 to

2. Click the Answer icon for the incoming call, or highlight its call

n The Transfer , Hold , Release and

Conference icons are displayed on the call bar that is associated with this call.

n The Position Available indicator is turned off.

place the current call on hold.

n A Retrieve icon is displayed on that call bar. n The incoming call is automatically displayed on the next available

call bar.

bar and press F6.

n Ringing stops. n You are connected to the second calling party.

n The Transfer , Hold , Release and

Conference icons are displayed on the call bar that is associated with this call.

Conferencing Multiple Parties Together on a Call

You can conference up to five parties, plus yourself, on a single call. The call to which you add conferees can be either incoming or outgoing; however all other calls added to the conference must be outgoing.

To set up a conference call using only the call handling icons:

1. Answer or place the call which is to be conferenced with the other parties.

2. Click the Conference icon or press F9.

n The Call , Hold , Release , and Forced

Release icons are displayed on the call bar.

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3. Click the Call icon or press F6.

4. If you are dialing a telephone number, dial the outbound number.

n You hear dial tone. n The Split feature button is displayed in white.

n A Cancel icon is displayed on the call bar

You can use a Trunk Group button, the search and dial capabilities of PC Directory, your keyboard, or the telephone keypad to access the outgoing trunk and dial the call. You can enter numbers 0 through 9, comma, asterisk (*), and pound sign (#).

If you are dialing an extension number, you can use the search and dial capabilities of PC Directory, use your keyboard or the telephone keypad to dial the extension number; or click the Hundreds Group button, then the Busy Lamp Field associated with that extension.

n The number is dialed.

n The Add and Cancel icons are displayed on the call

bar.

5. If the called party has answered and you are ready to add them to the conference, click the Add icon or press F6 to add this

person to the conference call.

n The call bar indicates the number of people on this call.

n The Call , Hold , Release , and Forced

Release icons are displayed on the call bar.

If the called party does not answer or does not wish to join the conference call, click the Cancel icon or press F7.

n The Call , Hold , Release , and Forced

Release icons are displayed on the call bar.

6. If you want to add another person to the call, repeat this procedure from Step 3.

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To drop yourself from a conference call:

You can drop yourself from a conference call without affecting the connected parties. The conference call itself continues, but is removed from your PC Console display.

1. Click the Release icon , or highlight the call bar associated with

To end a conference call:

When you end a conference call, the call is terminated for all connected parties.

1. Click the Forced Release icon , or highlight the call bar

2. Click Yes to confirm that you want to end the conference.

the conference call and press F8.

n The call is removed from your display, but continues undisturbed for

the remaining parties.

associated with the conference call and press F9.

n The call is removed from your display and terminated for all

connected parties.

Holding a Call

You can put any call on hold at the PC Console workstation; including singleparty and multi-party calls. It is possible to have a held call on each of the six call bars. You should hold a call if the party (or parties) may need assistance during the call, or if you expect to reenter the call with information.

If you are holding a multi-party call, the Attendant Lockout feature can be used to prevent you from directly reentering the call. One of the parties on the call must call you for assistance, via the Attendant Recall feature.

To hold the current call:

NOTE:

If a single-party call is held for longer than the switch-based timed reminder interval, its call bar will turn red and a timed reminder tone will sound. Retrieve the call in the usual way, but you must handle this call before accepting any new calls.

1. Click the Hold icon or highlight the call bar and press F7.

n The call is placed on hold.

n A Retrieve icon is displayed on the call bar.

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To retrieve (reenter) a held call:

1. Click the Retrieve icon , or highlight the call bar associated with

Placing a Call

You can place calls to extension numbers inside your system, as well as calls to outside numbers through trunks. The procedures required to place these calls can be slightly different. These procedures are outlined below.

n The hold counter and timer are displayed on the left side of the call

bar.

n The background of the call bar changes to pink.

the call and press F7.

n The held call is retrieved.

n The Transfer , Hold , Release and

Conference icons are redisplayed on the call bar that is associated with this call.

To place a call to an inside extension:

1. Click the Hundreds Group button that is associated with the extension you want to call, then click the Busy Lamp Field for that extension; or

Click a Call icon , then dial the extension number using your keyboard or telephone keypad. You can enter any of the following: numbers 0 through 9, comma, asterisk (*), and pound sign (#); or

Use the search and dial capabilities of PC Directory.

NOTE:

If the extension is displayed in dark blue, this indicates that it is in use. You can still place the call, but it may Call Wait or go to a covering party.

n The background of the next available call bar changes to white. n The call bar assigns a letter identification (such as c= ) to the call. n The extension is dialed.

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2. Listen for the call progress tones.

n The Transfer , Hold , Release and

Conference icons are displayed on the call bar that is associated with this call.

n The call bar and the Second Party Display in the lower part of the

screen indicate the called- or calling-party identification (if that information is available).

n The Position Available indicator is turned off.

 If ringback tone is heard, this indicates the called extension is

idle and ringing. When the call is answered, talk to the called party.

 If busy tone is heard, this indicates the extension is busy. Click

the Release icon or press F8 to release from the call, then try again later.

 If Call Waiting ringback tone is heard, this indicates the

extension is busy and the call is Call Waiting. Either wait to talk to the called party, or click the Release icon or

press F8 to release from the call, then try again later.

 If intercept tone is heard, this indicates an invalid extension.

Click the Release icon or press F8 to release from the call, then try again.

To place a call to an outside number:

An outside call requires that you access an outgoing trunk, then dial the number. You can access the trunk by dialing an access code for that trunk group — such as a Private Network, Automatic Alternate Routing (AAR), or Automatic Route Selection (ARS); or by clicking the Trunk Group button for the desired trunk.

1. Click a Call icon , or highlight an empty call bar and press F6, then use your keyboard or telephone keypad to dial the complete number, including any required access codes. You can enter numbers 0 through 9, comma, asterisk (*), and pound sign (#); or

Click the Trunk Group button that is associated with the desired trunk, then follow the usual dialing sequence to dial the outbound number; or

Use the search and dial capabilities of PC Directory.

n The background of the call bar changes to white.

n The call bar assigns a letter identification (such as c= ) to the call.

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To place a second call when Auto Hold is not administered on your switch:

1. To put the first call on hold, click its Hold icon or highlight the

n The Position Available indicator is turned off. n The number is dialed.

n The Transfer , Hold , Release and

Conference icons are displayed on the call bar that is associated with this call.

n You can now talk to the person you were calling.

call bar and press F7.

n The first call is placed on hold.

n A Retrieve icon is displayed on the call bar. n The hold counter and timer are displayed on the left side of the call

bar.

n The background of the call bar changes to pink.

2. On the call bar you will use to make the outgoing call, click the Call icon , or highlight an empty call bar and press F6.

n A Release icon is displayed on the call bar. n You hear dial tone. n The background of the call bar changes to white. n The call bar assigns a letter identification (such as c= ) to the call.

3. If you are dialing a telephone number, dial the outbound number. You can use a Trunk Group button, the search and dial capabilities of PC Directory, your keyboard, or the telephone keypad to access the outgoing trunk and dial the call. You can enter numbers 0 through 9, comma, asterisk (*), and pound sign (#).

n The call bar displays the called party’s telephone number. n The number is dialed.

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To place a second call when Auto Hold is administered on your switch:

1. On the call bar you will use to make the outgoing call, click a Call icon

n The Transfer , Hold , Release and

Conference icons are displayed on the call bar that is associated with this call.

n You can now talk to the person you were calling.

, or highlight an empty call bar and press F6.

n The first call is automatically placed on hold.

 A Retrieve icon is displayed on the call bar.  The hold counter and timer are displayed on the left side of the

call bar.

 The background of the call bar changes to pink.

n The second call bar becomes current.

 A Release icon is displayed on the call bar.  You hear dial tone.  The background of the call bar changes to white.  The call bar assigns a letter identification (such as c= ) to the

call.

2. If you are dialing a telephone number, dial the outbound number. You can use a Trunk Group button, the search and dial capabilities of PC Directory, your keyboard, or the telephone keypad to access the outgoing trunk and dial the call. You can enter numbers 0 through 9, comma, asterisk (*), and pound sign (#).

n The call bar displays the called party’s telephone number. n The number is dialed.

n The Transfer , Hold , Release and

Conference icons are displayed on the call bar that is associated with this call.

n You can now talk to the person you were calling.

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To abandon a call attempt:

1. Click the Release icon or press F8.

Releasing a Call

Releasing a call is sometimes referred to as “dropping a call,” or more simply “hanging up.” You can release one call at a time.

To release a call:

1. Click the Release icon , or highlight the call bar associated with

n The call is dropped.

the call and press F8.

n The call is terminated. n PC Console disconnects from the called party, the calling party, or

both parties if they are connected together.

Splitting a Call

The Attendant Auto-Manual Splitting feature lets you temporarily disconnect from a caller, place a call to another party, and then connect the two parties together. Splitting is a procedure that must always be performed to extend an incoming call to an outside number. Splitting allows you to take the following steps:

n Either talk to the second party to announce the waiting call or drop out of the

call before the second party answers.

n Connect the first and second parties together. n Join the first and second parties in a 3-way connection from which you can

later drop out.

n Return to the first party if the second party does not answer or declines to

enter the call.

This feature is activated automatically when you perform any one of the following actions after answering an incoming call:

n If no other calls are coming in to the console and the Position

Busy feature button is not white, the Position Available indicator is

displayed in red. PC Console is ready to answer or place another call.

n Click the Transfer icon or press F6 to transfer the call. n Click a Hundreds Group button and Busy Lamp Field.

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n Click a Trunk Group button. n Dial a number using the dial capabilities of PC Directory.

While the caller is split from the console, the Split feature button is displayed in white.

The split condition is canceled and the Split feature button is displayed in gray when you do one of the following:

n Click the Transfer icon or press F6 to finish connecting the first party

to the second party, and to disconnect the console.

n Click the Split feature button to establish a 3-way connection with you, the

first party, and the second party. If the second party has dropped off, PC Console automatically cancels the split and returns you to the other caller.

n Click the Cancel icon or press F7 to cancel the outgoing call attempt

and reconnect you to the first party.

n Highlight the call bar associated with the call and click the Forced Release

feature button to terminate the call for all connected parties.

The steps for activating and deactivating the split condition are integrated into

the various procedures within this user’s manual.

Transferring (Extending) a Call

You can transfer calls to an inside extension, or to an outside telephone number through a trunk.

Transferring a call consists of answering an incoming call, splitting, placing another call, and then connecting the two calls together.

You will transfer calls when one of the following occurs:

n A party on an incoming call asks to be connected to an extension within the

system. The incoming call will normally be a trunk call from outside the system, but it can also be from an inside extension.

n An inside extension user in your own system asks to be connected to an

outside number through a trunk.

n A party on an incoming trunk call asks to be connected to an outside number

on another trunk.

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To transfer an incoming call to an inside extension:

1. Click the Transfer icon , or highlight the call bar associated with

2. Dial the extension to which you want to transfer the call. You can

the call and press F6.

n The call is automatically placed on hold.

n A Cancel icon is displayed on the call bar. n The calling party is separated from the connection. n You hear dial tone. n The Split feature button is displayed in white.

either: Use the search and dial capabilities of PC Directory, or Use your keyboard or telephone keypad to dial the extension, or Click the Hundreds Group button, then the Busy Lamp Field that is

associated with that extension.

n If Auto Transfer is enabled, the call is transferred automatically.

This procedure is complete.

n If Auto Transfer is not enabled, a Transfer icon is added to

the call bar. Continue to the next step.

3. If you want to set up a 3-way connection that includes the console, click the Split feature button before or after the called party has answered. The Split feature button changes to gray and you are connected to both the caller and the calling party. If you want to drop

out of the 3-way connection, click the Transfer icon or press

F6. This procedure is complete. If you want to transfer the call but not announce it, click the

Transfer icon again or press F6 before the called party answers. The call is transferred, the Split feature button changes to gray, and the console is released from the call. This procedure is complete

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If you want to transfer the call after announcing it, wait until the called party answers, then speak to the person to notify them of an incoming call.

 If the called party accepts the call, click the Transfer icon

again, or press F6 to complete the transfer. The two parties are connected, the Split feature button changes to gray, and the console is released from the call. This procedure is complete.

 If the called party declines the call, click the Cancel icon

or press F7 to reconnect to the caller. Tell the caller

that the called party is unavailable, take a message if appropriate, then click the Release icon or press F8 to

terminate the call. This procedure is complete.

 If the line is busy or there is no answer, click the Cancel

icon or press F7. The call progress tones stop, and you are reconnected to the caller. Tell the caller that the called party is unavailable, take a message if appropriate, then click

the Release icon again or press F8 to terminate the call. This procedure is complete.

To transfer a call from an inside extension to an outside number:

1. Before attempting the transfer, obtain the following information:

n Verify that the outgoing call is allowed in your environment. n Find out whether the caller wants to dial the outside number after

you access a trunk, or instead wants for you to dial the call.

2. Tell the caller that you are going to break the connection temporarily while you start the outbound call.

If you want to set up a 3-way connection that includes the console, skip to Step 5.

3. Click the Transfer icon or press F6.

n The caller is automatically placed on hold, and a Cancel icon

is displayed on the associated call bar.

n The calling party is separated from the connection. n You hear dial tone. n The Split feature button is displayed in white.

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4. Initiate the outbound call by clicking the Trunk Group button that is

5. Click the Transfer icon or press F6.

6. If you want to set up a 3-way connection that includes the

n The background of the call bar changes to white. n The call bar assigns a letter identification (such as c= ) to the new

call.

associated with the desired trunk, or by dialing the access code for the desired trunk.

n The Transfer and Cancel icons are displayed on the

call bar that is associated with this call.

n This procedure is complete.

console, click the Split feature button before or after the called party has answered. The Split feature button changes to gray and you are connected to both the caller and the calling party. If you want to drop

out of the 3-way connection, click the Transfer icon or press F6. This procedure is complete.

7. If you want to transfer the call but not announce it, click the Transfer icon again or press F6 before the called party

answers. The call is transferred, the Split feature button changes to gray, and the console is released from the call. This procedure is complete.

NOTE:

You can perform this step only if Auto Transfer is not enabled. If Auto Transfer is enabled, the call is transferred automatically.

8. If you want to transfer the call after announcing it, wait until the called party answers, then speak to the person to notify them of an incoming call.

NOTE:

You can perform this step only if Auto Transfer is not enabled. If Auto Transfer is enabled, the call is transferred automatically.

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 If the called party accepts the call, click the Transfer icon

again, or press F6 to complete the transfer. The two parties are connected, the Split feature button changes to gray, and the console is released from the call. This procedure is complete.

 If the called party declines the call, click the Cancel icon

or press F7. The Split feature button changes to gray and you are reconnected to the caller. Tell the caller that the called party is unavailable, take a message if appropriate, then

click the Release icon or press F8 to terminate the call. This procedure is complete.

 If the line is busy or there is no answer, click the Cancel

icon or press F7. The call progress tones stop, the Split feature button is displayed in gray, and you are reconnected to the caller. Tell the caller that the called party is unavailable, take a message if appropriate, then click the

Release icon again or press F8 to terminate the call. This procedure is complete.

To transfer an incoming trunk call to an outside number:

NOTE:

You can perform this procedure only if Trunk-to-Trunk Transfer is enabled on your switch. For additional information, refer to “Trunkto-Trunk Transfer” in Chapter 6, “Switch Features.”

1. Tell the caller that you are going to break the connection temporarily while you start the outbound call.

2. Initiate the outbound call by clicking the Trunk Group button that is associated with the desired trunk, or by dialing the access code for the desired trunk.

n The caller is automatically placed on hold, and a Cancel icon

is displayed on the associated call bar.

n The calling party is separated from the connection. n You hear dial tone.

n The Split feature button is displayed in white. n The background of the next available call bar changes to white.

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3. Use your keyboard or telephone keypad to dial the complete number.

4. If you want to set up a 3-way connection that includes the

n The call bar assigns a letter identification (such as c= ) to the new

call.

n The Transfer , Hold , Release and

Conference icons are displayed on the call bar that is associated with this new call.

If reorder tone is heard, this indicates that a trunk is not available. Click the Split feature button to reconnect to the caller, then ask the caller to try again later. This procedure is complete.

You can enter numbers 0 through 9, comma, asterisk (*), and pound sign (#).

n The call bar displays the called party’s telephone number. n The number is dialed.

out of the 3-way connection, click the Transfer icon or press

F6. This procedure is complete. If you want to transfer the call but not announce it, click the

Transfer icon or press F6 before the called party answers. The call is transferred, the Split feature button changes to gray, and the console is released from the call. This procedure is complete

If you want to transfer the call after announcing it, wait until the called party answers, then speak to the person to notify them of an incoming call.

 If the called party accepts the call, click the Transfer icon

or press F6 to complete the transfer. The two parties are connected, the Split feature button changes to gray, and the console is released from the call. This procedure is complete.

 If the called party declines the call, click the Cancel icon

or press F7 to reconnect to the caller. Tell the caller

that the called party is unavailable, take a message if appropriate, then click the Release icon or press F8 to

terminate the call. This procedure is complete.

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 If the line is busy or there is no answer, click the Cancel

icon or press F7. The call progress tones stop, and you are reconnected to the caller. Tell the caller that the called party is unavailable, take a message if appropriate, then click

the Release icon again or press F8 to terminate the call. This procedure is complete.

Typing Notes About a Call

You can enter two types of notes while active on call.

n Temporary, call-associated notes

These are the notes you type directly into the small notepad area of the call bar. You will find this feature helpful when you need to move to a different call, but do not want to forget some detail about the current call.

n Notes that you associate with an entry in the PC Console Directory

These are the notes that you can associate with a person listed in the PC Console directory, assuming that your administrator has included a “Notes” field for this purpose. You will typically use this field to remind yourself (or others) of information that may be relevant when taking calls for that person. Some examples are information about vacation, travel status, or the hours during which the person can be reached.

To type a temporary note in the notepad area of the call bar:

1. Click on the notepad area of the call bar associated with the call for which you wish to create a note. (The notepad area is slightly to the left of the call handling icons on the call bar.)

2. Use the keyboard to type the appropriate note.

n The note will remain on the call bar until you overwrite it, delete it,

or release the call.

To edit any field (including notes) for the entry that appears in the Second Party Display:

1. While the directory entry is visible in the Second Party Display (at the bottom of the screen), click the More button.

n All information available for the entry is displayed in an Edit

Window.

2. Position your cursor in the field you want to edit.

3. Use the keyboard to make the appropriate changes.

4. Click the Save button.

n The information is saved, and will remain with the directory entry

until it is overwritten or deleted, either by you or by another console operator.

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Searching and Updating a Directory

Your PC Console environment may have up to four PC Console directories. Each PC Console directory is actually a database that maintains information about the people in your environment. It may contain each person’s first name, last name, phone number, and other pertinent pieces of information; as well as any notes that you have saved with the person’s record.

You can use this information to locate any person in your environment — searching for them by any field, including first name, last name, phone number, and the notes entry. You can also call them directly by pressing ENTER or by clicking the Call button. This section contains the procedures you will need to perform each of these functions.

The functions performed by the first, or primary PC Console directory are different from the functions performed by the remaining three directories in several important ways:

n The primary PC Console directory always occupies the first position in your

list of PC Directories.

n The primary PC Console directory is used to identify the called- or calling-

parties, and to display that information in the Second Party Display area at the bottom of your screen.

n The primary PC Console directory is used to identify the user name

associated with each Busy Lamp Field.

Accessing the PC Console Directory Functions

To access the PC Console directory functions:

1. Click the icon associated with the desired directory.

Press and hold the ALT key, then press the number associated with the desired directory.

Press F4 to move to the PC Directory area, use the TAB key to select the desired directory, then press ENTER.

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Searching for Information in a PC Console Directory

You can search for a person in a PC Console directory by specifying a search field, then typing the information you wish to match.

To search for an entry in a PC Console directory:

1. In the box labeled Search By, locate and click on the field name that corresponds to the type of search you want to perform. You can select from any field in the directory that your administrator has enabled as a search criteria.

2. In the box labeled Search For, type the string of text that you want PC Console to locate. PC Console jumps to the first record that matches the information you have entered thus far.

3. If more than one entry is displayed as a possible match, click on the desired entry.

The screen displays information from the record you have selected. It may include the person’s last name, first name, phone number, recorded notes, and any other fields included in the directory.

Placing a Call from a PC Console Directory

To place a call from a PC Console Directory:

1. Locate the person you want to call. (Refer, if necessary, to the procedure entitled “To search for an entry in a PC Console directory”).

2. Press ENTER.

n PC Console dials the field in this record that is administered as a

“dialable” number. Or Click the Call button.

n PC Console dials the field in this record that is administered as a

“dialable” number. Or Click the dialpad icon associated with any field in the Record Display.

n PC Console dials the entry within that field, including numbers 0

through 9, asterisk (*), pound sign (#), and comma (,). A comma

inserts a 2-second pause in the dialing string.

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Console Operations

Changing the Information in a PC Console Directory

Refer to the following procedures to maintain the information in a PC Console directory.

You can add, change, and delete individual entries in any PC Console directory. This includes any notes that are saved with the person’s entry in a PC Console directory. You will typically use any note fields to remind yourself (or others) of information that may be relevant when taking calls for that person. Some examples are information about vacation, travel status, or the hours during which the person can be reached.

To add an entry to the PC Console directory:

1. From the PC Console directory window, click the Add button.

n The Record Display screen is displayed and the first field is active.

2. Type the information required for this field; then press TAB or ENTER.

n The cursor moves to the next field.

3. Repeat Step 2 until all of the necessary information has been entered for this record.

4. To save this new entry, click the Save button.

To edit an entry in the PC Console directory:

1. Locate the person whose entry you want to edit. (Refer, if necessary, to the procedure entitled “To search for an entry in a PC Console directory.”)

2. Click the Edit button.

n The Record Display screen is displayed.

3. Edit the appropriate information, using the mouse or TAB key to move between the various fields. You can use the standard Windows editing features to add, change, or delete information in any displayed field.

4. To save this modified entry, click the Save button.

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Console Operations

To delete an entry in the PC Console directory:

1. Locate the person whose entry you want to delete. (Refer, if necessary, to the procedure entitled “To search for an entry in a PC Console directory.”)

2. Click the Delete button.

n A message box asks for confirmation of this deletion.

3. Click Yes.

n This entry is deleted from the PC Console directory.

Exiting the PC Console Directory Functions

To exit the PC Console directory functions:

1. Click its Quit button or press F2.

n The PC Console directory window is closed.

Issue 2.5 October 1999 5-23

Switch Features

This chapter contains brief descriptions, and step-by-step procedures for the switch features that are most commonly used by the PC Console operator. These features are presented alphabetically.

Abbreviated Dialing

Abbreviated Dialing (AD) provides a mechanism to store numbers that any attendant can access for placing calls and activating features. This feature reduces the number of keystrokes required for dialing — making calling more error-free.

The System Manager can assign AD feature buttons to some positions to allow one-button dialing of selected numbers, and other AD feature buttons to allow access to AD lists. These multi-digit numbers can be called by clicking the associated AD feature button, then dialing an entry number from that list.

Storing frequently-used feature access codes on AD feature buttons is especially convenient for the attendant. The AD feature buttons can also be used for storing long-distance and international numbers.

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Switch Features

To activate a feature or place a call using the Abbreviated Dialing feature:

1. Click the AD feature button assigned to the desired list code or telephone number.

If the AD feature button is linked to a list code, use the keypad or keyboard to type the desired entry number on its associated list.

2. Continue the call in the normal way.

Attendant Call Waiting

This feature allows a call extended from the console to a busy single-line telephone inside the system to wait at the called telephone. Call Waiting is automatic. After the extension is dialed, the attendant hears Call Waiting ringback tone, and the busy telephone user hears a 2-burst tone.

You must tell the calling party that the extension is busy and the call is waiting, before you click the Release icon or press F8. It is important to

complete this step before the call returns.

When you put a call in waiting and click the Release icon or press F8, the call is off the console, and other calls can be handled.

If the call is not answered before a preset time expires, the call returns to the console. The timed-reminder tone is heard, and the call identification and call purpose are displayed on the call bar. Answer the returning call the same way that you would answer any incoming call. If the call progress condition is: Attendant Intrusion not allowed and Attendant Call Waiting not allowed, busy tone will be returned to the attendant. (Refer to “Timed Reminder,” in the “Timing” section of this chapter for more information on handling a returned call.)

To tell the calling party that the extended call is waiting:

1. Click the Split feature button.

n The console is reconnected to the calling party. n The Split feature button is displayed in gray. n The Call Waiting ringback tone is now heard by the calling party.

2. Tell the calling party that the call is waiting.

3. Click the Release icon or press F8.

n The call is released from the console.

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Switch Features

Attendant Conference

This feature allows the attendant to arrange a conference call with as many as five conferees. See "Conferencing Multiple Parties Together on a Call" in Chapter 5 for step-by-step instructions.

After the conference call is arranged and all the conferees are added, a conferee may recall you. If so, handle the call as described in the procedure for “Attendant Recall,” later in this chapter.

NOTE:

An attendant can use TGU/TGE tie trunks (if available) to call a user directly on a satellite switch, or to consult with users on the satellite while an external or internal call is on hold. Attendants can access a TGI trunk directly, or with a call on hold. (Consultation with users on the main switch is an internal attendant feature, not involving TGU/TGE or TGI trunks.)

Attendant Control of Trunk Group

Access

This feature allows attendants to control access to as many as twelve trunk groups, loudspeaker paging zones, or code calling zones per console. Calls from system users to the trunk group under attendant control redirect to an attendant console.

The Attendant Control of Trunk Group Access feature is normally activated when the Trunk Group button is displayed in pink, indicating a warning. Your System Manager will tell you when and how to use this feature.

When the call is redirected, the call bar display identifies the following:

n Call appearance button; for example: c= n Calling party and trunk that the calling party tried to access n Call purpose; for example “tc”

To activate attendant control of trunk group access:

1. Click the Control Activate feature button.

n The Control Activate feature button is displayed in white.

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Switch Features

To deactivate attendant control of trunk group access:

2. Click the Trunk Group button of the trunk group to be controlled while observing the Control Activate feature button and the specified Trunk Group button.

n If the Control Activate feature button is displayed in gray, and the

specified Trunk Group button is displayed in white; this indicates that the operation is allowed.

n If the Control Activate feature button changes to pink, then goes

gray, and the specified Trunk Group button remains gray; this indicates that the operation is denied. Return to Step 1.

1. Click the Control Deactivate feature button.

n The Control Deactivate feature button is displayed in white.

2. Click the Trunk Group button of the trunk group for which control is to be deactivated, while observing the Control Deactivate feature button and the specified Trunk Group button.

n If both the Control Deactivate feature button and the specified

Trunk Group button are displayed in gray; this indicates that the operation is allowed.

n If the Control Deactivate feature button changes to pink, then goes

gray, and the specified Trunk Group button remains white; this indicates that the operation is denied. Return to Step 1.

Attendant Direct Trunk Group Selection

This feature allows the attendant to select a trunk group for an outgoing call, loudspeaker paging zone, or code calling zone by clicking a Trunk Group button. The procedures for activating this feature are incorporated into all the calling procedures that require trunk access. Each attendant console has twelve Trunk Group buttons. Feature buttons may also be used as Trunk Group buttons. This allows up to twenty-four Trunk Group buttons on a console.

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Lucent Technologies DEFINITY, DEFINITY PC Console 2.5 User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual