Mitel Inter-Tel, Inter-Tel Attendant Console User Manual

MITEL

Inter-Tel

®

Attendant Console

User Guide

QUICK REFERENCE GUIDE TO

FREQUENTLY USED FEATURES

These are the basic instructions for the most frequently used telephone system
and voice mail features. For detailed information on these and other features,
refer to the complete instructions in the User Guide.

TO PLACE A CALL

— Type the number in the Number or Name box in the Directory and press

ENTER. (You do not need to enter an outgoing access code for outside

calls.)

TO ANSWER A CALL

— Select the Answer icon OR press F9.

TO HANG UP

—Press F12 OR select the Hang-Up icon.

TO PLACE A CALL ON HOLD

—Press F10 OR select the Hold icon.
—Press

TO PLACE A CALL ON SYSTEM HOLD

— Select the Sys Hold icon.

Answer to remove the call from Hold.

TO TRANSFER A CALL

— Select the destination number in the directory.
—Press ENTER to transfer the call to the number.

TO TRANSFER TO VOICE MAIL

— Select the destination number in the directory.
— Select

Voice Mail in the directory or press CTRL+ENTER.

TO CANCEL A TRANSFER

— You can cancel a transfer at any time before the transfer is completed.

Select the

Cancel Trn icon OR press F6.

TO MAKE A PAGE

— Highlight the desired page zone in the Page Zones dialog and press ENTER

OR select Begin Page
OR double-click on the desired page zone.

— Make your announcement before the Paging timer expires, then hang up.

© 2008 Inter-Tel (Delaware), Incorporated, printed in the US

Part No. 835.2469-2

1

MESSAGES

T

O LEAVE A MESSAGE AT THE STATION

—Press CTRL+E OR select the Mess. Call icon.

TO LEAVE A VOICE MAIL MESSAGE

—Press CTRL+O OR select the Leave VM icon.

TO LEAVE A SILENT MESSAGE (WITHOUT PLACING A CALL)

— Select an entry in the Directory, and then select Message on the Directory.

TO REMOVE A MESSAGE WITHOUT RESPONDING

— From the Messages dialog (displayed through the Tools drop-down menu),

highlight the message and select
To remove all the messages in the list, Select

Remove.

Remove All.

TO RESPOND TO A MESSAGE

If you have waiting messages, the message indicator on the status bar says MSG
and a small lamp symbol appears. Each message is identified with the source of
the message, time and date stamp, and the number of the messages from the
messaging station.

NOTE: If a station-to-station message is left more than once between the same

two extension numbers, the message count will only display “1.”

— Highlight the message and click Reply OR double-click on the message.

If the called station is unavailable (does not answer the call, is busy, or is in

do-not-disturb), the message remains in the list and you can try again later
or leave your own message for that station.

NIGHT MODE

TO PLACE YOUR SYSTEM IN NIGHT MODE

— Select Night Mode from the Console drop-down menu and select On.

Whenever the system is in night mode, the Status bar displays NGT.

NOTE: This procedure places only your system in night mode. In a multi-node

network, if you will be placing other nodes into night mode, you may want to pro­gram a shortcut key to enable and disable Network Night Mode. For more details,
refer to the Attendant Console User Guide.

2

CONFERENCE CALLS

T

O BUILD A CONFERENCE

You can build a conference from calls that are either connected or on individual
hold in the main Call List. You cannot add ringing calls.

— Highlight the desired call from the call list.
—Press

— Repeat for all calls to be included in the conference. There is no active con-

CTRL+N (this option is available only while you are on a call)

OR

CTRL+R

OR select Conference
OR drag and drop the highlighted call onto the Conference Setup dialog.

The Console copies the call into the Conference Setup list.

ference yet, you still must connect the conference, as described below.
If you copy the wrong call into the Conference tag list, remove it by high-

lighting it in the Conference Setup list and selecting
does not affect the Call List, only the Conference Setup list.

Remove Call. This

TO CONNECT A CONFERENCE

When you have built your Conference list, you are ready to connect the confer­ence call.

— Select
— At any time during the conference, you can add another call into the confer-

Begin on the Conference dialog.

ence.

VOLUME AND MICROPHONE MUTE

TO ADJUST THE VOLUME

— Select Up or Down from the Volume drop-down menu

OR press
ume.

To save your volume settings, Select
menu.

CTRL+P to increase the volume or CTRL+W to lower the vol-

Save from the Volume drop-down

TO MUTE THE MICROPHONE

—Press CTRL+U OR Select Mute from the Vol ume drop-down menu. (To

unmute the microphone, select

Mute again.)

3

NOTES

4

Notice

This Inter-Tel® Attendant Console User Guide is released by Inter-Tel, Inc. as a guide for
end-users. It provides information necessary to use the Attendant Console. The contents
of this user guide, which reflect current Inter-Tel standards, are subject to revision or
change without notice. Some features or applications mentioned may require a future
release and are not available in the initial release. Future product features and applica­tions are subject to availability and cost. Some features or applications may require addi­tional hardware and/or specific software.

For sales, service, or technical support,

contact your local authorized Inter-Tel provider.

Comments about this user guide or other

technical documentation should be directed to

Inter-Tel’s Technical Publications Department at:

[e-mail]

All products and services mentioned in this publication are the trademarks, service marks,
registered marks, or registered service marks of their respective owners.

®

is a registered trademark of Mitel Networks Corporation.

Mitel

Inter-Tel

Microsoft
poration.

© 2008 Inter-Tel (Delaware), Incorporated, printed in the US

®

and Axxess® are registered trademarks of Inter-Tel, Incorporated.

®

, Windows® Excel®, and Vista® are registered trademarks of Microsoft Cor-

Limited Warranty

Inter-Tel, Inc. warrants the physical diskette(s) and physical documentation enclosed
herein (but not any diskettes or documentation distributed by you) to be free of
defects in materials and workmanship for a period of sixty days from the purchase
date. If Inter-Tel Integrated Systems receives notification within the warranty period
of defects in materials or workmanship, and such notification is determined by Inter­Tel Integrated Systems to be correct, Inter-Tel Integrated Systems will replace the
defective diskette(s) or documentation. DO NOT RETURN ANY PRODUCT UNTIL
YOU HAVE CONTACTED YOUR DEALER. YOUR DEALER WILL BE
RESPONSIBLE FOR OBTAINING RETURN AUTHORIZATION.

The entire and exclusive liability and remedy for breach of this Limited Warranty
shall be limited to replacement of defective diskette(s) or documentation and shall not
include or extend to any claim for or right to recover any other damages, including
but not limited to, loss of profit, data, or use of the software, or special, incidental, or
consequential damages or other similar claims, even if Inter-Tel Integrated Systems
has been specifically advised of the possibility of such damages. In no event will
Inter-Tel Integrated System's liability for any damages to you or any other person ever
exceed the lower of suggested list price or actual price paid for the license to use the
software, regardless of any form of the claim.

THIS WARRANTY IS IN LIEU OF AND EXCLUDES ALL OTHER WARRAN­TIES, EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, ANY
IMPLIED WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTIC­ULAR PURPOSE. THERE ARE NO WARRANTIES WHICH EXTEND BEYOND
THIS LIMITED WARRANTY. Specifically, Inter-Tel Integrated Systems makes no
representation or warranty that software is fit for any particular purpose and any
implied warranty of merchantability is limited to the sixty-day duration of the Limited
Warranty covering the physical diskette(s) and documentation only (and not the soft­ware) and is otherwise expressly and specifically disclaimed.

This Limited Warranty does not apply to any products damaged by improper han­dling, normal wear and tear, accidents, lightning damage, negligence, or improper use
or maintenance and does not apply to products altered without authorization by Inter­Tel Integrated Systems.

This Limited Warranty gives you specific legal rights; you may have others which
vary from state to state. Some states do not allow the exclusion of incidental or conse­quential damages, or the limitation on how long an implied warranty lasts, so some of
the above may not apply to you.

Inter-Tel® Attendant Console User Guide

iii

Software License Agreement

THE FOLLOWING IS A LICENSE AGREEMENT RELATING TO THE INTER­TEL SOFTWARE. PLEASE CAREFULLY READ ALL OF THE TERMS AND
CONDITIONS BEFORE PROCEEDING. THE SOFTWARE REFERENCED
HEREIN IS LICENSED IN ACCORDANCE WITH THE FOLLOWING TERMS
AND CONDITIONS. IF YOU DO NOT ACCEPT SUCH TERMS AND CONDI­TIONS YOU WILL NOT BE PERMITTED TO USE THE SOFTWARE. IF YOU
ACCESS OR USE SUCH SOFTWARE IN CONTRAVENTION OF THE TERMS
AND PROVISIONS OF THIS AGREEMENT, YOU WILL BE SUBJECT TO
PROSECUTION TO THE FULLEST EXTENT PERMITTED BY LAW.

Definitions:

“You” means, and “Yours” refers to the original end user purchaser of the Inter-Tel
Software Programs. “Computer” means a computer consisting of a single central pro­cessing unit, one keyboard and one video display terminal. “Inter-Tel Hardware Sys­tem” means any proprietary system distributed by Inter-Tel Integrated Systems
(hereinafter “Company” or “Inter-Tel”) that operates by means of the Software.
“Authorized Dealer” means an individual or entity currently authorized in writing by
agreement and in good standing with Inter-Tel entitling the dealer to sell or license the
specific Software covered by this license. “Software” means: the computer programs
accompanying this License (including, but not limited to, codes, techniques, software
tools, formats, designs, methods, processes, know-how and ideas) and any and all
copies, modifications, upgrades, enhancements and new releases thereof made or
acquired by You and any and all manuals and other printed materials accompanying
this License or the Software

iv

License:

(a) Inter-Tel Integrated Systems, Inc. (“Inter-Tel”) grants You a non-exclusive,

non-transferable license to install and use the enclosed Inter-Tel Software and
accompanying documentation on any one standalone personal computer or
Inter-Tel Hardware System (whichever applies). You assume the entire respon­sibility for the selection and installation of the enclosed Software program(s)
in order to achieve desired results. You agree that you are licensing the Pro­gram for its end use only and not for resale or redistribution. You must be an
Authorized Dealer of the specific Inter-Tel products covered by this license.
You will be liable for theft and infringement under applicable patent, copyright
and trademark laws of the United States for unauthorized use of the Software
covered by this license.

Inter-Tel reserves all rights in and to all patents, copyrights, trademarks, mask
works and any other proprietary rights contained or embodied in the Software.

Inter-Tel® Attendant Console User Guide

(b) You may make one (1) copy of the Inter-Tel Software program(s) contained on

diskette(s) for back-up purposes only, provided that You reproduce and place
the Inter-Tel copyright notice on the backup copy. You may make one (1) copy
of the Software program(s) onto one (1) hard drive. You may not copy the
Inter-Tel Software program(s) contained on any media other than diskette; e.g.,
hard disk drive, ROMs, PALs, Software Protection Key, etc.

(c) You are hereby notified that contained third-party suppliers and vendors are

third-party beneficiaries to this Agreement to the extent that the Software con­tains software, programming and other materials provided by such third-party
suppliers and vendors. Such provisions are made expressly for the benefit of
and are enforceable by such third-party suppliers and vendors in addition to
Inter-Tel.

Non-Permitted Uses:

(a) You may not use the enclosed program(s) on more than one standalone per-

sonal computer or Inter-Tel Hardware System at a time and may not load the
Software onto any file server or network.

(b) You may not sublicense, assign or transfer Your rights under the Agreement

without the prior written permission of Inter-Tel.

(c) You may not use, copy, alter or transfer, electronically or otherwise, the Inter-

Tel Software (program(s) or documentation) except as expressly allowed in
this Agreement.

(d) You may not translate, reverse engineer, disassemble or decompile the Inter-

Tel Software.

(e) You agree that you are licensing the Program for its end use only and not for

resale or redistribution.

Term:

This Agreement is effective from Your date of purchase and shall remain in force
until terminated. You may terminate the Agreement by returning to Inter-Tel the origi­nal diskette(s), ROMs, PALs, or other applicable software media and all copies of the
Inter-Tel software program(s). The Agreement is also terminated if You fail to comply
with any term or condition of this Agreement. You agree to return to Inter-Tel the
original diskette(s) and other applicable software media and all copies of the Inter-Tel
Software program(s) upon such termination. The Company may immediately termi­nate this license upon notice to you, whereupon you shall immediately destroy all
copies of the Program.

Inter-Tel® Attendant Console User Guide

v

Warranty:

(a) Inter-Tel warrants to You that the diskette(s), and/or other applicable software

media on which the Inter-Tel Software program(s) are furnished are not defec­tive under normal use for a period of ninety (90) days from the date of pur­chase, as evidenced by a copy of Your sales receipt.

(b) Inter-Tel and its third-party suppliers and vendors' liability and Your exclusive

remedy shall be the replacement of any diskette(s) and/or other applicable soft­ware media that do not meet the warranty and which are returned to Inter-Tel
or an authorized dealer together with a copy of Your paid receipt. THE
ABOVE IS THE ONLY WARRANTY OF ANY KIND. ALL OTHER WAR­RANTIES EITHER EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIM­ITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND
FITNESS FOR A PARTICULAR USE ARE HEREBY DISCLAIMED. This
warranty gives You specific legal rights and You may also have other rights
which may vary from state to state.

You acknowledge that the Program, including the related documentation and any new
releases, modifications and enhancements thereto, belongs to the Company, and that
the Company retains all right, title and interest in and to the Program. You further
acknowledge that the Program and information relating thereto constitute valuable
trade secrets of the Company. You agree to comply with the terms and conditions of
this Agreement and agree to treat the Program as the confidential and proprietary
information of the Company.

You shall be solely responsible for the supervision, management and control of your
use of the Program and related products and documentation. You hereby indemnify
and hold harmless the Company and its affiliates (the Indemnified Parties) against any
loss, liability, damages, costs or expenses suffered or incurred by the Indemnified Par­ties at any time as a result, of any claim, action or proceeding arising out of or relating
to your use, operation or implementation of the Program. For purposes of this Agree­ment, affiliate means any Company division or subsidiary or any other affiliated
entity involved in the manufacture or wholesale distribution of Company products.

vi

The Indemnified Parties shall not be responsible, and you shall have no recourse
against the Indemnified Parties, for any loss, liability, damages, costs or expenses
which may be suffered or incurred at any time by you as a result of your reliance upon
or use of the Program, or as a result of any claim, action or proceeding against you
arising out of or relating to the use of the Program, or as a result of your defense of
any such claim, action or proceeding.

Inter-Tel® Attendant Console User Guide

Limits Of Liability:

In no event shall Inter-Tel or its third-party suppliers and vendors be liable for any
losses (whether in tort, contract or otherwise) incurred in connection with the pur­chase, sale, possession, operation, or use of the Software (separately or in combina­tion with other products) including, but not limited to loss of time, loss of anticipated
profits, loss of data, loss of information, loss of business, loss of revenue, loss of
goodwill or loss of anticipated savings or other business losses, losses relating to rout­ing or programming errors, unauthorized use or access of all intrastate, interstate, and
international long distance services, or such access or use by voice mail, DISA, auto
attendant, or 800 or 900 services by end-users or unrelated third parties, losses related
to the use of copyrighted music with Inter-Tel Software, and to the extent such limita­tion is permitted by applicable law, losses and damages resulting from physical injury
to tangible property or death or injury of any person whether arising from Inter-Tel's
negligence, breach of contract or otherwise. IN NO EVENT SHALL INTER-TEL OR
ITS THIRD-PARTY SUPPLIERS AND VENDORS BE LIABLE FOR ANY INCI­DENTAL OR CONSEQUENTIAL DAMAGES, DIRECTLY OR INDIRECTLY
ARISING FROM USE OR INABILITY TO USE THE SOFTWARE, SEPARATELY
OR IN COMBINATION WITH OTHER PRODUCTS. IN NO EVENT SHALL THE
TOTAL LIABILITY OF INTER-TEL DAMAGES EXCEED THE AMOUNT PAID
BY YOU FOR THE SOFTWARE.

Entire Agreement:

This Agreement constitutes the entire agreement between You and Inter-Tel and
supersedes any and all prior agreements between Inter-Tel and You with regard to the
Inter-Tel Software. No amendment, modification or waiver of this Agreement will be
valid unless set forth in a written instrument signed by the party to be bound thereby.
This Agreement shall be governed by the laws of the State of Arizona. No failure or
delay on the part of Inter-Tel to enforce its rights hereunder shall operate as a waiver
of any right.

This Agreement and any disputes arising hereunder shall be governed by the laws of
the State of Arizona, United States of America, without regard to conflicts of laws
principles. The parties hereby expressly exclude the application of the U.N. Conven­tion on Contracts for the International Sale of Goods to the Agreement.

Government Restricted Rights:

The Software is provided with restricted rights. Use, duplication or disclosure by the
government is subjected to restrictions set forth in subparagraph c (1) (ii) of the
Rights in Technical Data and Computer Software clause at DFARS 252.227-7013
(Oct. 1988) and FAR 52.227-14 and 52.227-19 (June 1987). Contractor is Inter-Tel
Integrated Systems, Inc., Chandler, Arizona 85226.

Inter-Tel® Attendant Console User Guide

vii

Table of Contents

WELCOME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

About This User Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1

Enhancement for Version 3.1. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1

Major Enhancements For Version 3.0 . . . . . . . . . . . . . . . . . . . . . . . . . . .2

Related Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Part Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

GETTING STARTED . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4

Software Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Hardware Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Telephone System and Network . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

CT Gateway . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

TCP/IP Connections. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Software Security Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Installing the Attendant Console Software . . . . . . . . . . . . . . . . . . . . . . .7

Upgrading the Attendant Console Software . . . . . . . . . . . . . . . . . . . . . .9

Starting the Attendant Console Application . . . . . . . . . . . . . . . . . . . . . .9

Logging On. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Logging Off. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Performing a System Refresh . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Setting Attendant Console Properties . . . . . . . . . . . . . . . . . . . . . . . . . .12

User Tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Transfer Tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Program Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Locations Tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Night Mode Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Connection Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Warnings Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Diagnostics Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

WELCOME GETTING STARTED

USING CONSOLE

TROUBLESHOOTING

USING ATTENDANT CONSOLE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Main Attendant Console Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .31

Call List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .32

Drop-Down Menus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .33

Console Drop-Down Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Call Handling Drop-Down Menu. . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Directory Drop-Down Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Volume Drop-Down Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Shortcuts Drop-Down Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

View Drop-Down Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

Tools Drop-Down Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

Inter-Tel® Attendant Console User Guide

INDEX

ix

Help Drop-Down Menu. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81

Handling Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .82

Placing Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82

Answering Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82

Hanging Up . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

Transferring Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84

Putting Calls on Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88

Conference Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89

Inter-Station Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91

Dialing a Feature Code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93

Dialing Digits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94

Programming Station Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . .95

Station Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97

DND/Reminder Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103

Administrator Database Programming Planning Sheets . . . . . . . . . .105

TROUBLESHOOTING . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

Troubleshooting OAI Connections . . . . . . . . . . . . . . . . . . . . . . . . . . . .109

Frequently Asked Questions about OAI Configuration. . . . . . . . . . 110

Troubleshooting the Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113

Error Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114

Connection Errors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114

Frequently Asked Questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .124

Attendant Console Setup Options . . . . . . . . . . . . . . . . . . . . . . . . . 124

Screen Will Not Pop-Up . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124

Directories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124

Muting Your Phone Microphone. . . . . . . . . . . . . . . . . . . . . . . . . . . 125

Volume . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125

Conference Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125

Dialing a Feature Code or Digits while on a Call . . . . . . . . . . . . . . 125

Time Differences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126

Mailbox Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127

Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127

Database Programming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127

INDEX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129

x

Inter-Tel® Attendant Console User Guide

Welcome

Thank you for purchasing Inter-Tel’s Attendant Console version 3.1 software pack­age. The Attendant Console streamlines system attendant operations by linking the
call processing capability of your Inter-Tel telephone system with your personal com­puter (PC).

The Attendant Console software is installed on your PC and runs on one of the fol­lowing operating systems:

• Microsoft

• Microsoft Windows XP (Service Pack 2 or higher).

• Microsoft Windows Vista

ABOUT THIS USER GUIDE

This user guide provides all of the information you will need to use the Attendant
Console and its features.

• Getting Started includes installation instructions that tells how to set up your
Attendant Console.

• Using the Attendant Console includes basic call handling instructions and other
information you need to know to start using Attendant Console features.

• Troubleshooting covers error handling, troubleshooting procedures and fre-
quently asked questions.

®

Windows® 2000 (Service Pack 4 or higher).

WELCOME

®

.

ENHANCEMENT FOR VERSION 3.1

Attendant Console v3.1 and later is compatible with the Microsoft Windows Vista
operating system.

Inter-Tel® Attendant Console User Guide

1

MAJOR ENHANCEMENTS FOR VERSION 3.0

• Extended Information in the Directory List (see page 43) — Provides addi-
tional information for stations and hunt groups in a ToolTip popup screen.

• Directory Properties (see page 50) — Allow you to change the properties of a
directory entry.

• Support for Axel AX4010 Office Server (see page 5) — Can be used as a Sys-
tem OAI (Open Architecture Interface) Server. The Axel Server allows up to four
RS232 Serial Ports to communicate over a LAN (Local Area Network) using IP
(Internet Protocol). For more details, refer to the Axel AX4010 Office Server
Installation Manual, part no. 935.3913.

• Directory Index Buttons (see page 65) — Allow you to search the directory
using the number or alphabet index buttons.

• Configuration Wizard (see page 38) — Displays the most suitable settings for
your Console to simplify programming various Attendant Console configuration
options.

• Automatic System OAI Server Discovery (see pages 23) — Automatically
finds OAI Servers on your LAN.

• Customized Toolbar — Allows you to choose toolbar buttons that are to be dis-
played on the Toolbar (see page 62).

• Import/Export User Setting — Simplifies programming configuration by
importing/exporting existing user settings (see pages 34 and 36).

RELATED DOCUMENTATION

In addition to this user guide, you should become familiar with the user guide for your
phone. If you are a System Administrator, you should also obtain a copy of the tele­phone system Administrator’s Guide for instructions on using the special Administra-
tor features.

PART NUMBERS

The Attendant Console is available in the following packages:

PACKAGE PART NUMBER

Multi-Node Attendant Console V3.1 550.5310

Upgrade Multi-Node Attendant Console V3.1 550.5311

Single Node Attendant Console V3.1 550.5312

Upgrade Single Node Attendant Console V3.1 550.5313

NOTE: The software is provided on the CD-ROM (827.9272).

2

Inter-Tel® Attendant Console User Guide

Getting Started

This chapter contains instructions for installing and setting up your Attendant Con­sole.

System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4

Software Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4

Hardware Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4

Telephone System and Network . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Attendant Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Attendant Console Database Programming . . . . . . . . . . . . . . . 5

CT Gateway . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

TCP/IP Connections. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6

Software Security Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6

Installing the Attendant Console Software . . . . . . . . . . . . . . . . . . . . . . .7

Upgrading the Attendant Console Software . . . . . . . . . . . . . . . . . . . . . .9

Starting the Attendant Console Application . . . . . . . . . . . . . . . . . . . . . .9

Logging On. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9

Logging Off. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10

Performing a System Refresh . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Setting Attendant Console Properties . . . . . . . . . . . . . . . . . . . . . . . . . .12

User Tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12

Transfer Tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Program Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Locations Tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Night Mode Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Connection Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Warnings Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Diagnostics Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

GETTING STARTED

Inter-Tel® Attendant Console User Guide

3

SYSTEM REQUIREMENTS

This section lists the various system requirements for Attendant Console.

Software Requirements

Attendant Console v3.1 requires the following software:

• One of the following operating systems:

— Microsoft

— Microsoft Windows XP (Service Pack 2 or higher).

— Microsoft Windows Vista

• TCP/IP protocol installed on your PC

Hardware Requirements

Attendant Console v3.1 requires the following hardware:

• A digital Endpoint, AgentSet, IP PhonePlus, or IP SoftPhone.

Do not use an IP endpoint operating in SIP mode.

• A headset (recommended, but not required)

• A PC-compatible computer with the following specifications:

— 100 MHz (or higher) Pentium processor (200 MHz or higher is recom-

mended)

— 24 MB of RAM

— 25 MB available hard disk space (32 MB is recommended)

— A CD-ROM drive for installation from CD

— A monitor with 800 x 600 resolution or higher (1024 x 768 recommended)

— A keyboard

— A two-button mouse

— A parallel or USB port (for the software security key)

®

Windows® 2000 (Service Pack 4 or higher).

®

.

NOTICE

4

Inter-Tel® Attendant Console User Guide

Telephone System and Network

Attendant Console can be used with Inter-Tel’s Axxess Converged Communications
Platform or Inter-Tel’s 5000 Network Communications Solutions.

• The Inter-Tel Axxess system must be using version 5.1 or later software on all
nodes (5.119 or later recommended) and the Inter-Tel 5000 system must be run­ning version 1.0 or later.

• Must have a TCP/IP connection to a System OAI Server for the Axxess system
(CT Gateway, System OAI Switch Transceiver, or Axel Office Server) or a direct
TCP/IP connection to the Call Processing Card (CPC), Call Processing Server ­previously called Windows NT-Based CPU or to the CS-5200/5400/5600 in the
Inter-Tel 5000 system.

• System OAI Events and System OAI Third Party Call Control Premium Features
must be enabled on all nodes for the Axxess system or you must have the Pre­mium Features Licensing for the Inter-Tel 5000.

• Headset mode must be enabled at your endpoint if using a headset (not a require­ment).

• In Station Programming, your endpoint should have the Headset Connect Tone
option enabled.

• If the network has multiple Voice Processing Units, they must have remote mail­boxes on the system where the Attendant Console is located to allow the Atten­dant Console user to leave voice mail messages for all mailboxes through the
mailbox associated with the Attendant Console’s extension.

GETTING STARTED

Attendant Console

The outgoing feature codes must be identical on all nodes if you will be using remote
call forward programming across nodes.

Attendant Console Database Programming

• The station database programming password must be identical on all nodes if you
will be using the Attendant Console’s database programming feature.

• Each node has its own list of Do-Not-Disturb (DND) or Reminder messages that
can be used only on that node. Programming DND or Reminder messages in the
Console Database Programming overrides any existing messages in a network.

• In order to use the Database Programming feature, you must be a System Admin­istrator.

Refer to the system’s Installation and Maintenance Manual for more information on
the system features.

Inter-Tel® Attendant Console User Guide

5

CT Gateway

The Attendant Console provides call handling for either a single system or multi-node
system network. In order to support a multi-node system network, the Attendant Con­sole must have a TCP/IP connection to a CT Gateway that supports a multi-node net­work.

The CT Gateway coordinates events and commands from all connected sources,
allowing you to access and control devices on multiple system systems.

Refer to the system’s Installation and Maintenance Manual for more information on
the CT Gateway.

TCP/IP Connections

TCP/IP provides diagnostic and connectivity tools for connecting to other systems
and to a network. For TCP/IP to work on your computer, it must be configured with
IP addresses, subnet masks, and a default gateway for each network adapter on the
computer. To determine if TCP/IP is installed on your computer, check with your
Network Administrator.

Software Security Key

The software “key” is a small security device that must be attached to your PC’s par­allel port or USB port to fully enable the Attendant Console software. Without the
key, the software will only work in “demo” mode. The software key does not affect
the functionality of the parallel or USB port itself. Any device that you would nor­mally connect to the parallel port can also be connected through the software key.

To install the software key, simply shut down Windows, turn off the power switch on
your PC, and attach the appropriate end of the device to the parallel port or USB port
on the back of your PC.

6

Inter-Tel® Attendant Console User Guide

INSTALLING THE ATTENDANT CONSOLE SOFTWARE

The Attendant Console software is supplied on CD-ROM. The instructions assume
that a Microsoft Windows-based operating system is installed on your PC and that
you are familiar with basic Windows navigation and using the mouse. Before installa­tion, ensure that the Windows operating system is running and that all Windows
applications and any previous versions of the Attendant Console are closed.

The software security key must be attached to the parallel port or USB port on your
PC for you to use the Attendant Console software. Without the key, the software will
remain in demonstration mode. The key does not affect the functionality of the paral­lel port. Any device that connects to the parallel port can be connected through the
software key.

1. Shut down Windows and turn off the power switch on your system’s PC.

2. Attach the appropriate end of the software key to the parallel port on the back of

your PC.

NOTE: You may use the same installation CD for more than one PC. However,

each PC must have its own software security key.

3. Restart the computer.

4. Insert the Attendant Console CD-ROM into the drive.

5. From the Windows Start menu, select Run.

6. Use the Browse button to locate the Attendant Console directory on the CD-

ROM and select

setup.exe. Then click OK. A license agreement dialog appears.

GETTING STARTED

NOTE: During the installation, pressing ESC or Cancel will exit the setup pro-

gram without completing the installation.

7. After reading the license agreement, click YES to begin the installation.

8. A Welcome screen appears, click Next to continue.

9. A dialog box appears that asks for the desired destination directory name. Enter

<

Drive>:\Program Files\Attendant Console, if it is not displayed, or

the directory where the Attendant Console files will be stored on the selected
drive. Click Next to continue (or Cancel to exit without performing the installa­tion).

Inter-Tel® Attendant Console User Guide

7

10. Follow the directions outlined by the installation wizard, clicking Next to
advance to the next screen. You can either chose to have the Console automati­cally configure the settings or program the following information manually.

• IP Address: Enter the IP address of your System OAI Server.

• TCP Port: Enter the port number of the System OAI Server.

• OAI Password: Enter the password required by the System OAI Server.

• Extension: Enter your extension number.

• Enter Station Password: Enter the station password programmed for your

station. (At default, this is your extension number.)

• Toll Le n gt h : If the dialed number exceeds this length, the toll digits are

dialed. The default toll length is 10. For example, if the toll length is set to
10 and the toll digit is set to 1, and the user dials a ten-digit number
(6029619000), then the Attendant Console automatically appends the toll
digit(s) to the dialed number (16029619000).

• Toll Digit(s): These are the digits required to make a toll call. In the U.S.,

this is usually a “1.”

NOTE: Areas that use 10-digit dialing for local calls should leave the Toll

Digit(s) field blank.

11. Click Next. The software installation will continue loading files.

12. After all files have been installed, the Attendant Console will display a window

asking if you want to add a shortcut for the Attendant Console to the Windows
Start Menu or the desktop and if you want to launch the Attendant Console on
start-up. Answer as desired.

13. Click

14. The Console will ask you if you would like to perform online registration. Click

15. Restart the computer if prompted.

Finish to complete the installation.

Yes to register or No to skip this option. You can register later by selecting
Product Registration from the Help drop-down menu.

If you have selected Yes, the Product Registration form appears. Enter the required
information in the form and click Register.

— Clear Form: Clears all the fields.

— Print Form: Launches Microsoft Notepad

and automatically prints the form.

— Register: Sends the registration information to Inter-Tel.

NOTE: If the Console is installed on Windows2000 and requires a reboot, you

must reboot the computer into an administrative account. In other words, to install
the console you must have local administrative rights.

8

Inter-Tel® Attendant Console User Guide

UPGRADING THE ATTENDANT CONSOLE SOFTWARE

To upgrade existing Attendant Console software to a newer version:

Simply install the newer version software into the existing Attendant Console direc­tory on your PC.

STARTING THE ATTENDANT CONSOLE APPLICATION

To start the Attendant Console, do the following:

1. Ensure your PC is turned on and running the Windows operating system.

2. From the Windows Start menu, select Programs, then select Inter-Tel Atten-

dant Console. The log on dialog box displays.

Logging On

You must log on to the Attendant Console before use. If you do not have previously
saved settings you can create a new user or log on as Default. The default user has the
default features and settings.

I

F YOU ARE A NEW USER:

GETTING STARTED

—Click Add User. This allows you to set and save your own custom features and

settings for use during another session. The following dialog appears.

Type your name in the Enter username field and select a username that you
would like to inherit the user settings from, then click OK. For information on
setting the Attendant Console properties, see “Setting Attendant Console Proper-

ties” on page 12.

Inter-Tel® Attendant Console User Guide

9

TO USE PREVIOUSLY SET FEATURES:

— Select the desired name from the drop-down list of previously entered names,

then click Log On. The system displays the message, “Retrieving System Infor­mation.”

If this is the first time you have used the Attendant Console, the system will perform a
refresh.

NOTE: If a second user logs on, the program automatically logs off the previous user.

TO LOG ON AS A DIFFERENT USER:

1. Select a different user from the list.

2. Click Log On or Add User from the Attendant Console dialog box.

NOTE: If the Attendant Console does not start immediately, click Options and

check the settings under the Connection Tab. For further information, see page 114
or the Troubleshooting chapter.

TO RE MOVE A USER FROM THE LIST OF NAMES:

— Select the desired username from the drop-down list box, then click Delete

User.

Logging Off

TO LOG OFF THE CONSOLE:

10

— Select Log Off from the Console drop-down menu (see page 33 for information

on drop-down menus).

Inter-Tel® Attendant Console User Guide

PERFORMING A SYSTEM REFRESH

The Attendant Console receives data from the telephone system for page zones, direc­tory entries, and feature codes. While the Attendant Console is running, it is able to
recognize changes in the database and update its own database. However, when the
Attendant Console is not running, changes may be made to the telephone system in
which case the Console database and telephone system may be out of sync. A system
refresh must be performed in order to sync the Console database with the telephone
system.

A system refresh is performed when the Attendant Console is first installed. You have
the option of having the system perform a refresh on start-up. To do so, check Auto-
matically logon to the Console as: and select the desired login name, then
check Perform Refresh at Startup in the Program Tab under Options (see

page 17). Otherwise, you will have to do a manual refresh.

You should perform system refreshes periodically to ensure that the latest system
information is updated in your Attendant Console.

NOTE: If the Console is running when changes are made in the Database Program-

ming, the information is automatically updated and a refresh is not required. Perform a
manual refresh only in do-not-disturb or night mode, as the Attendant Console does not
remain functional. Do not perform a refresh during peak hours, as it may slow down the
telephone system.

— Select System Refresh from the Attendant Console drop-down menu. The

Attendant Console displays a box that asks if you wish to continue.

—Click Yes to complete the refresh (or

OR
You can also do a system refresh on startup by selecting Perform System

Refresh on the logon dialog (only when automatic logon is not enabled).

No to cancel the refresh).

GETTING STARTED

NOTE: If you receive the “Resync Failed” error message, the telephone system

was unable to process the resync request. The telephone system will be able to
process the request within a few minutes and then the resync will be allowed. You
can allow the Attendant Console to try again automatically or exit the Attendant
Console and try again later. Also when the Console is connected to a System OAI
Server, if the OAI Server connection fails during a system refresh, the console will
restart the refresh when the connection is restored.

Inter-Tel® Attendant Console User Guide

11

SETTING ATTENDANT CONSOLE PROPERTIES

To set the Console properties, select Options from the Console drop-down menu
(see page 33, for information on drop-down menus) or from the initial start-up win­dow. The Options window includes options for User, Transfer, Program, Locations,
Night Mode, Connection, Warnings, and Diagnostics preferences.

User Tab

The User tab, shown below, allows each Attendant Console user to set the following
options for their username.

12

Inter-Tel® Attendant Console User Guide

• Automatic Forwarding: Provides an overflow location for incoming calls. You
may specify how many calls are allowed on your extension. When this number is
exceeded, all further calls automatically forward to the specified extension. (The
number of calls for Auto Forward includes only those that are ringing. It does not
include waiting hunt group calls, connected or holding calls. A recall from hold
will not automatically forward, but will contribute to the maximum count.)

— Enable Automatic Forwarding: Enables Automatic Forwarding.

— Ringing Calls: Specifies how many calls are allowed on your extension.

When this number is exceeded, all further calls automatically forward to the
specified extension. (The number of calls for Auto Forward includes only
those that are ringing. It does not include waiting hunt group calls, connected
or holding calls. A recall from hold will not automatically forward, but will
contribute to the maximum count.)

— Forward Destination: Enter the extension number that you wish to receive

your forwarded calls.

• Hot Dialing: Enables the number to be dialed automatically if the number
entered in the Number or Name search box matches a number in the current
Group. You do not need to press Enter.

— Enable: Enables Hot Dialing.

— Disable When Destination Is: If desired, you can selectively disable Hot

Dialing when the destination is busy, in do-not-disturb, or forwarded by
checking the appropriate boxes.

GETTING STARTED

NOTE: For the fastest transfers, set the Default Transfer Type to Immediate

Transfer and enable Hot Dialing.

• Skate Mode: Determines what happens to a connected call when a new call is
made. If there is not a call holding for transfer, Skate Mode is ignored and the
connected call is put on “holding for transfer” when a new call is made.

— Skate to Hold: Places a call on hold.

— Skate to Disconnect: Disconnects a call.

Inter-Tel® Attendant Console User Guide

13

• Font Setup: Allows you to change the font type and size used for the lists.

— Change: The following dialog box appears. Select the desired font, style,

and size from the scrolling lists, then click OK to apply.

— Restore Default: Returns to the default font.

• Restore program when call rings: Your Attendant Console screen moves to the
front when a call rings in, or pops up the Attendant Console screen if the program
is minimized. (If you are using the Windows 2000 operating system, this feature
may not work. Instead, the Attendant Console icon will flash in the task bar.)

• Show hunt group calls for ACD hunt groups that I am logged in to: Calls to
the ACD hunt group that you are logged in to are displayed in the Directory List.

• Allow hold to toggle hold: You can double-click Hold to toggle the Hold status.

• Always show the “details” in the directory ToolTip: The directory ToolTip

will always show the details when it is displayed.

14

Inter-Tel® Attendant Console User Guide

Transfer Tab

The Transfer tab allows each Attendant Console user to set the following call options.

GETTING STARTED

• Default Tran s f e r Type: Is the transfer type used when you press ENTER or use
hot dialing. Your options are Announced Transfer or Immediate Transfer.

— Announced Transfer:

the transfer. This is the default transfer mode.

— Immediate Transfer: Transfers the call immediately, with no announce-

ment.

• Perform immediate transfers to hunt groups: This check box is enabled only
if the Default Transfer Type is “Announced.” The transfer call to a hunt group
overrides the default transfer type and performs immediate transfer.

Inter-Tel® Attendant Console User Guide

Places a call to the destination so you can announce

15

• Perform immediate transfers to voice mail: This check box is enabled only if
the Default Transfer Type is “Announced.” The transfer call to a voice mail over­rides the default transfer type and always performs the immediate transfer.

• Perform immediate transfers when dragging and dropping: This check box is
enabled only if the Default Transfer Type is “Announced.” The transfer call
made by dragging a call and dropping it on a directory entry overrides the default
transfer type and always performs the immediate transfer.

• Perform announced transfer to outside numbers: This check box is enabled
only if the Default Transfer Type is “Immediate.” The transfer call to an outsider
number overrides the default transfer type and always performs the announced
transfer.

• Transfer to voice mail if transfer destination is in DND: The transfer call to a
station in do-not-disturb goes to a voice mail. (Normally, you cannot complete a
transfer to an extension in do-not-disturb.)

• Hang-up to complete transfer: You can use the Hang Up button to complete a
transfer. If it is unchecked, you must use the Complete Transfer button. If it is
unchecked and you click Hang Up during an announcement call, the announce­ment call is disconnected and the call waiting to be transferred remains on hold;
you can then make a new announcement call.

• “Hold” to complete transfer to hold: You can use the Hold button to complete
a transfer and place it on hold at the destination station. If it is unchecked, you
must use the Complete To Hold button.

• Reset the directory after an immediate transfer: The name and number fields
in the Directory list are reset after an immediate transfer.

16

Inter-Tel® Attendant Console User Guide

Program Tab

The Program tab defines information that the Console needs to determine, such as
which calls are local and which are toll calls. It also defines settings for the call log.

NOTE: These settings affect all Attendant Console users.

GETTING STARTED

• Get mailbox information from the telephone system: Allows you to get mail-
box information from the telephone system. The Console provides a way for you
to ignore the telephone system mailbox information and allows you to manually
set the station’s “Has Mailbox” flag.

• Automatic Logon:

— Automatically logon to the Console as: Allows you to log on to the Con-

sole application automatically as the user selected from the drop-down when
you start the application.

— Perform system refresh at startup: Every time you startup the Console, the

system updates the database information automatically.

Inter-Tel® Attendant Console User Guide

17

• Call Log:

— Log Incoming/Outgoing Calls: If you check one or both boxes in the Call

Log options, the directions (incoming or outgoing, or both) of the calls are
recorded in the Call Log. If you uncheck one or both boxes, incoming/outgo­ing calls are not be put in the call log at all.

— Entries: Is the number of entries that will be stored in the Call Log. When

this number is exceeded, the oldest entry is deleted first. The range is 0­3000, and the default setting is 20.

• Offline Devices:

— Visibly differentiate between plugged and unplugged stations/hunt

groups: If you check one or both boxes in the Offline Devices group box,

unplugged stations and hunt groups will be displayed with a slash in a circle
( ) overlayed on top of their normal status icon images. When stations and

hunt groups are unplugged, the functionality of these devices remains the
same as when they are plugged. When voice mail, mailboxes, and trunk
groups are unplugged, the user loses the ability to make a call or leave a
voice mail message to these devices (the Call and Voice Mail call handling
buttons and menus are disabled/grayed out).

18

Inter-Tel® Attendant Console User Guide

Locations Tab

The Locations tab, shown below, contains a list with three columns: Node Number,
System Location, and Custom Location.

GETTING STARTED

• Show Locations in Directory: The Location column appears in the Directory
and it shows locations of all the stations.

• Node Number and System Location: Display all the nodes that the Attendant
Console is communicating with and their locations.

• Custom Location: Allows you to add the specific description of the system loca-
tion.

To enter a custom description for the node:

— Select the desired entry and click Edit. You can enter up to fifty characters

in a location.

Inter-Tel® Attendant Console User Guide

19

Night Mode Tab

NOTE: Only an Administrator can perform the night mode configuration and on and

off. All users have the ability to view the night mode status but does not be allowed to
put nodes in or out of night mode.

The Night Mode tab, shown below, allows an Administrator to configure what will
happen when the nodes are put in Night Mode. This tab also shows the night mode
status of each node for all users.

20

Inter-Tel® Attendant Console User Guide

• Night Mode Setup:

— Put all nodes in night mode: All nodes connected to the OAI Server are put

in and out of night mode.

— Put only my node in night mode: Only the operator’s node is put in and out

of night mode.

— Put selected nodes in night mode: Allows you to choose what nodes to put

in and out of night mode from a list. The list will contain all the nodes that
the Attendant Console is communicating with and their locations.

To select the desired nodes:

— Check Put selected nodes in night mode, the Node list becomes

editable, as shown below. Check the desired nodes and click OK.

GETTING STARTED

Inter-Tel® Attendant Console User Guide

21

Connection Tab

The Connection tab is used to set up communication with the telephone system. This
information must be entered correctly for the Attendant Console to work. If you do
not know the information, contact your Telephone Administrator.

22

• You r S t at i on :

— Extension: Enter your extension number.

— Node: Enter the node to which your endpoint is connected.

NOTE: If you do not know which node your endpoint is connected, unplug

and replace your endpoint’s line cord. The endpoint shows “CKT
WW:XX.YY.ZZ” on the second line of the LCD display. The number to the left
of the colon (WW) is the node number of your endpoint.

— Station Password: Enter the station password programmed for your station.

(At default, this is your extension number.)

NOTE: You can also use your keyset to program a station password by

entering the Program Station Password feature code (392). For more details,
refer to the telephone system's Installation and Field Maintenance Manual.

Inter-Tel® Attendant Console User Guide

• Reconnect: Reconnects your Attendant Console to the system.

• OAI Server: Allows you to specify a list of OAI Servers to which the Console

can connect. When connecting, the Console will start at the top of the list and
work its way down until it finds a server that will let it connect. Because the Con­sole always prioritizes through the server list in a top down manner, the first OAI
Server on the list is the default primary server that the Console will connect.

NOTE: One of the main reasons for supporting this feature is to integrate the

Console with the Call Processing (CP) Server (previously called Windows NT­based CPU). The CP Server has redundancy capabilities, and by adding redun­dancy support to the Console, it can automatically make use of the CP Server's
redundancy feature. (The CP Server has two IP addresses that belong to it. If the
primary CPU fails then the backup CPU automatically takes over, however, the
applications connected to the primary CP Server will just “hang” unless they have
provisions for connecting to the secondary CPU.)

To add OAI Servers to the OAI Server List:

You can add OAI Servers to the OAI Server list by clicking one of the following
buttons.

NOTE: Any OAI Server (except Axel Office Server) requires an OAI password. If

the Console cannot determine the password for the server, it prompts you to enter
the correct password. If the password you entered was incorrect, the Console asks
you if you want to add the server anyway. If you click Yes, the server will be added
to the OAI Server list. You may set the password later by clicking Edit.

GETTING STARTED

— Find: Provides OAI Server information for servers on your LAN and gives

you a choice to choose OAI Servers to add to the OAI Server list. The avail­able servers will appear in the screen, as shown below. To add a server to the
OAI Server list, highlight the desired server and click Add. You can only
add one server at a time.

Inter-Tel® Attendant Console User Guide

23

— Auto Configure: Finds OAI Servers on your LAN and adds them to the OAI

Server list automatically. Servers are added to the OAI list only if they are
connected to the user’s node that have the correct premium features enabled
and use the correct system protocol version.

— Add: Adds servers manually. When you click Add, the Add OAI Connec-

tion dialog, shown below, appears.

To add (or edit) an OAI Server:

—Click Add (or Edit). The Edit/Add OAI Connection dialog appears.

— Enter the desired IP Address, TCP Port, OAI Password, and Description.

• IP Address: Enter the IP address of your OAI Server.

24

• TCP Port: Enter the port number of the OAI Server.

• OAI Password: Enter the password required by the OAI Server, if

applicable. The password may contain up to 15 characters that are case
sensitive and include any characters (i.e., numerical, alphabetical, and
symbols). Asterisks appear in place of the characters as the password
is typed.

NOTE: Axel Office Server does not require an OAI password. If there

is any password listed in the OAI Password text box, the Console will
ignore it.

• Description: Enter the description of the IP address.

—Click OK to accept the change, or Cancel to exit without making any

changes.

To remove an OAI Server:

— Highlight the OAI Server you would like to remove.

—Click Remove.

Inter-Tel® Attendant Console User Guide

Warnings Tab

The Warning tab allows you to choose whether you want see warning messages
before you do any of the actions listed below.

GETTING STARTED

• Exiting the Attendant Console with the close button

• Starting a database programming session

• Starting a system refresh

• Resetting my call statistics

• Deleting an Attendant Console user

• Setting a possible invalid forward destination

• Deleting a custom group

• Deleting a custom directory entry

• Deleting a custom directory entry that is a member of a custom group

• Hiding a member of a custom group

• Deleting OAI connection entries

• Logging on as a user other than the user set for automatic logon

To enable a warning message:

— Check the desired warning message.

To disable a warning message:

— Uncheck the desired warning message.

Inter-Tel® Attendant Console User Guide

25

Diagnostics Tab

The Diagnostics tab, shown below, is used to set up log files. All commands, events,
and confirmations sent to the system are saved to a log file. When the file reaches the
maximum size specified in Diagnostics tab, the Attendant Console automatically
erases the file and starts over. If several log files are maintained, the oldest will be
erased and a new one started.

26

• System Information: Indicates the Attendant Console system information.

• Connection Status: Allows you to see the communication status for each node.

— Node Number and Location: Display all the nodes that the Attendant Con-

sole is communicating with and their locations.

— Communication Status:

• Communicating: A node is communicating with the Console.

• Not Communicating: A node is not communicating with the Console.

— Details: When a node has a communication problem, the Details column dis-

plays either “Unknown,” “Serial Port Problem,” “LAN Problem,” or Node(s)
not connected.”

Inter-Tel® Attendant Console User Guide

• Log Files:

— Disk Space for Log Files (Megabytes): Specifies the amount of disk space

you want to use for log files (1-20 MB). The default setting is 5 MB. Note
that the log files are always 1 MB each. Therefore, if you choose 1 MB for
disk space, the Console will make two 500 KB files.

NOTE: If there is less than 5 MB of free disk space, the oldest log file will be

deleted until there is at least 5 MB available. If there is only one log file, the
Console will stop logging. If you enter the total log file size and that number is
more than 5% of the available disk space, a warning message will appear.

— Save Log Files: The Console automatically compresses the log files.

To save the log files:

—Click Save Log Files. The following screen appears.

GETTING STARTED

Inter-Tel® Attendant Console User Guide

27

To change the location:

—Click Browse and specify the new filename and location. The file-

name letter (‘A’) will change based on the existing log files in the “log”
directory. For example, if ConsoleLogA’.zip already exists in “log,”
then the new file name will be ConsoleLogB.zip.

• Create multiple zip files to fit on floppy disks: Allows you to
initially save the zip files onto your hard drive and then later be
able to transfer the zip files onto floppy disks. The default direc­tory and base file names for spanned zipped files are the same as
for the normal zipped log files with the exception of the file
extension. The initial file name will be .zip but subsequent zip
files will contain the extensions in the form of .z02, .z03 and
so on, as shown on the next page.

NOTE: If you would like to create multiple files, as shown above,

reduce the number of bytes per log files in the Log File settings (see

page 27).

28

Inter-Tel® Attendant Console User Guide

Using Attendant Console

The Attendant Console program allows you to use your PC to quickly handle a large
number of calls, as well as use all of the features available through your keyset. It has
the flexibility to accommodate several user styles. If you prefer to use the mouse,
there are point-and-click options for most tasks. Or, if you like to use the keyboard,
you can use the function keys and/or other keystroke combinations. In addition, you
can set up customized “shortcut” keys and modify the display to suit your needs.
These features are also described in the Quick Reference Guide located at the front of
this book.

Main Attendant Console Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .31

Call List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .32

Drop-Down Menus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .33

Console Drop-Down Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Log Off . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Import Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Export Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Night Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

System Refresh . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Configuration Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Exit. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Call Handling Drop-Down Menu. . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Directory Drop-Down Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Directory List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Set DND. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Set Forward . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Hide Entry . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Custom Entry . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Volume Drop-Down Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Adjusting the Volume. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Muting the Microphone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Shortcuts Drop-Down Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Setup Shortcuts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

View Drop-Down Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

Toolbars. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

Customize Toolbar. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

Status Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

Shortcut Panels 1-4 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

USING CONSOLE

Inter-Tel® Attendant Console User Guide

29

Tools Drop-Down Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

Customize Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

Group Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

Hidden Entries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

Call Log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72

Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

Conference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

Dial Pad . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78

Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

Page Zones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80

Database Programming. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80

Help Drop-Down Menu. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81

Handling Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .82

Placing Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82

Answering Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82

Tagging Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

Hanging Up . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

Transferring Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84

Immediate Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84

Announced Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85

Holding for Announced Transfer . . . . . . . . . . . . . . . . . . . . . . . 85

Transferring to Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85

Canceling a Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86

Transferring a Call with Hot Dialing . . . . . . . . . . . . . . . . . . . . . 86

Transferring a Call without Hot Dialing . . . . . . . . . . . . . . . . . . 87

Split between the Announcement Call and Transfer Party . . . 87

Canceling a Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88

Putting Calls on Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88

Conference Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89

Building a Conference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89

Connecting a Conference . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90

Adding a Call to the Conference . . . . . . . . . . . . . . . . . . . . . . . 90

Inter-Station Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91

Leaving a Message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91

Responding to a Message . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92

Removing a Message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93

Dialing a Feature Code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93

Dialing Digits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94

Programming Station Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . .95

Station Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97

DND/Reminder Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103

Administrator Database Programming Planning Sheets . . . . . . . . . .105

30

Inter-Tel® Attendant Console User Guide

MAIN ATTENDANT CONSOLE SCREEN

3. Toolbars

8. Status Bar

2. Drop-Down Menus

1. Action Bar

5.Shortcut
Buttons

4. Call List

Directory

Call Handing

Area

Area

6. Directory List

7. Index Buttons

The main screen of the Attendant Console has two functional areas: the call handling
and directory areas. All of which are described in the following pages.

To resize the viewing area:

— Place the mouse pointer on the bar dividing the Call Handling and Directory

areas until it changes to a double line with arrows. Hold down the left mouse but­ton and move the bar to the desired position, then release.

USING CONSOLE

For more details on each area, refer to the following pages:

1. Action Bar — Shows the status of the current operation. For example, if you are

2. Drop-Down Menus — See page 33 for more details.

3. Toolbars — See page 61 for more details.

4. Call List — See page 32 for more details.

5. Shortcut Buttons — See page 55 for more details.

6. Directory List — See page 43 for more details.

7. Index Buttons — See page 65 for more details.

8. Status Bar — See page 63 for more details.

Inter-Tel® Attendant Console User Guide

dialing it displays “Dialing.”

31

CALL LIST

The Call List, shown below, shows all calls currently connected, ringing, or on hold.
A connected call will have a bullet in front of the name to make it easier to find in the
list. You can view and select calls in any order. Call information is shown in columns.

• From Name: For an outside call, this shows any Caller ID text, if received, or

• From Number: For an outside call, this shows the phone number of the calling

• To Na m e: For an outside call, it shows the Caller ID or the Tag that you have

• To Number: For an outgoing call, this shows the telephone number or extension

• Elapsed: Shows the elapsed time since you received the call. By default, the Call

• Type: Indicates whether the call is an intercom call (IC), an outside call (CO), or

• Status: This indicates call status. The possible status options are as follows:

the Tag text that you have entered. For an intercom call, it shows the calling sta­tion's description.

party, if available. For an intercom call, it shows the caller’s extension number.

entered, if available. For an intercom call, it shows the called station's descrip­tion.

that you dialed. For incoming calls it shows the number the caller dialed to reach
you.

List is sorted according to elapsed time, with the oldest call at the top of the list.
New calls are always added to the bottom of the list.

a conference call (CNF).

— Blank: The status is blank if the call is at dial tone.

— Connected: You can talk to the other party

— Holding: The call is on hold at your extension.

— Holding for Transfer: The call will be on hold until you complete or cancel

the transfer.

— DND: You called an extension in do-not-disturb.

— Wai ting: You called a busy hunt group and the call has camped on.

— Forwarding to XXXX: The Attendant Console is in the process of forward-

ing this call due to automatic forwarding, as configured in User Settings (see

page 12).

— Waiting on Hold: The call is on hold at another extension.

32

Inter-Tel® Attendant Console User Guide

— Waiting to Complete Transfer to VM: A transfer announcement call

Drop-Down Menus

reached voice mail. Complete or cancel the transfer.

— Recalling from XXXX: The call is recalling your station.

— Transfer from XXXX: The call was transferred to you.

— Forwarded from XXXX: The call was forwarded to you.

— Ringing: The call is ringing and it is not a recall, transfer, or forward call.

— Hunt Group Call: The call is ringing a hunt group that you are logged into.

DROP-DOWN MENUS

There are drop-down menus on the main screen for access to various features. Several
of these menus can be accessed by selecting the right mouse button. These functions
are also available through keyboard commands or shortcut buttons (see page 58).
Many of the keyboard alternates are listed to the right of the desired option on the
menu. As with most Windows applications, menu items can also be accessed by
pressing ALT+ the underlined letter in the menu title or list.

Console Drop-Down Menu

When you select the Console drop-down menu, the screen, shown below, appears.
This allows you to do the following:

USING CONSOLE

Inter-Tel® Attendant Console User Guide

33

Log Off

This allows you to log off of the Attendant Console but does not close the application.

Import Settings

To simplify programming configuration settings, you can import Console settings
from one PC to your Console PC.

34

To import a data file:

NOTE: In order to import a data file successfully, the version of the Console and the

importing file must be the same.

1. Click Browse and select a data file (*.czp) you wish to import. The username

that was used when the file was created will be displayed in the edit box. You
may change the username for whom the settings are being imported for, or leave
it as shown in the “Enter a username” edit box.

2. Check the settings you wish to import from the list and click OK.

NOTE: If the Console cannot import some or all of the settings, it will display a dia-

log stating which settings could not be imported.

Inter-Tel® Attendant Console User Guide

If you import settings for someone other than yourself (the user currently logged on),
the Console will display the following dialog asking whether you wish to log on as
the newly imported user.

If you import group settings and there are groups that already exist in the Console, the
Console will display the following dialog asking whether you wish to preserve,
replace, or merge the existing group entry.

USING CONSOLE

Inter-Tel® Attendant Console User Guide

35

Export Settings

This allows you to export your Console settings to other Console PCs.

To export a data file:

1. Select a data file (*.czp) and its location you wish to export in the dialog below.

By default, the Console exports the file to the My Documents folder.

2. Click OK to proceed.

3. The next dialog, shown below, asks you if you would like to go to the folder

where the data file is saved. Click Open Folder to open the folder or Close to
exit.

36

Inter-Tel® Attendant Console User Guide

Night Mode

The Attendant Console provides programmable night mode enabling and disabling.
The Night Mode dialog in the Console drop-down menu expands into four items:

• On: Turns on night mode.

• Off: Turns off night mode.

• View: Displays the Night Mode Status dialog box, as shown below. This shows

the night mode status for each node with which the Attendant Console is commu­nicating. From this screen, you can also put individual nodes in and out of night
mode.

• Configure: Displays a dialog, shown below, that allows you to configure the
nodes you want to take in and out of night mode. See page 20 for more informa­tion on the Night Mode Option.

USING CONSOLE

Inter-Tel® Attendant Console User Guide

37

System Refresh

The Attendant Console receives data from the telephone system for page zones, direc­tory entries, and feature codes. While the Attendant Console is running, it is able to
recognize changes in the database and update its own database. However, when the
Attendant Console is not running, changes may be made to the telephone system in
which case the Console database and telephone system may be out of sync. A system
refresh must be performed in order to sync the Console database with the telephone
system. Refer to “Performing a System Refresh” on page 11 for more details.

Options

Sets the Attendant Console properties. (See page 12 for more details.)

Configuration Wizard

Helps simplify programming various Attendant Console configuration options. The
wizard displays your current settings. You may change any settings, if desired. If you
are not sure how you would like a particular setting, it is recommended that you not
change it.

Exit

Exits the application.

38

Inter-Tel® Attendant Console User Guide

Call Handling Drop-Down Menu

The Call Handing drop-down menu, shown below, contains common commands used
during calls. This menu is also available by right clicking over the Call List or using
the Toolbars (see page 61 for details on toolbars). The commands and descriptions are
described in the following pages. For more details on how to handle calls, see refer­ence pages listed in the table.

USING CONSOLE

Inter-Tel® Attendant Console User Guide

39

COMMAND MENUS TOOLBARS DESCRIPTIONS

Answer Answers the call highlighted in the Call List portion

REF.
PG #

82

of the main screen.

Hang-up Disconnects the connected call. 83

Immediate Transfer Sends the selected call directly to the selected

84

directory entry, without an announcement.

Announced Transfer Places the connected call on transfer hold, and

85

makes an announcement call to the selected direc­tory entry so that you can announce the transfer.

Transfer to Voice
Mail

Hold for Transfer Places the connected call on transfer hold so that

This transfers the connected call to the voice mail­box of the selected directory entry.

85

85

you can make an announcement call.

Split Switches the call between a transfer announce-

87

ment call and the call that is waiting to be trans­ferred.

Complete Transfer Completes an announced transfer call. 86

Complete Transfer
to Hold

Cancel Transfer Cancels a call transfer with announcement. It dis-

Completes an announced transfer call and places it
on hold at the transfer destination.

86

86

connects the announcement call and reconnects
the call waiting to be transferred.

Individual Hold Places the connected call on individual hold. If the

88

“Hold to Complete Transfer Hold” box is checked in
the User Tab (see page 12), you can also use this
button to complete an announced transfer and
place the call on hold at the destination station.

System Hold Places the connected call on System hold, which

88

allows it to be picked up at any keyset station that
has a flashing key for that outside line.

Conference Adds the selected call to a conference list when

89

setting up a conference.

Leave a Message Leaves a message at the called station, then hangs

up if you select it while you are on an intercom call.

40

Inter-Tel® Attendant Console User Guide

91

COMMAND MENUS TOOLBARS DESCRIPTIONS

Leave a Voice Mail Leaves a message in the mailbox associated with

the called station while you are on an intercom call.

REF.
PG #

91

Tag Allows you to associate a name with the selected

83

outside call.

Add to Directory Adds the selected call to your custom directory. 73, 68

-- Adjusts the volume level on your phone. 54

-- Allows you to change the appearance of the direc-

65

tory list.

-- Click this button, then place the help pointer over

-­the portion on the Attendant Console where you
need help.

USING CONSOLE

Inter-Tel® Attendant Console User Guide

41

Directory Drop-Down Menu

Drop-Down Menu

Buttons

Directory List

When you select the Directory drop-down menu, the following screen appears. The
options on this menu are also available by right clicking over the Directory List.
Some options are available as buttons at the bottom of the Directory List. For more
details on how to handle calls, see reference pages listed in the table below.

The directory has the following common options:

COMMANDS DESCRIPTIONS

Call Places a call to the selected directory entry. 82

Voice Mail Calls the voice mailbox of the selected entry. If no entry is selected,

Message Leaves a silent message indication at the selected station. 91

Set DND Enables or disables do-not-disturb mode for the selected station. 47

Set Forward Enables or disables call forwarding for the selected station. 47

Hide Entry Hides the selected entry (cannot be used on custom entries). 48

Custom Entry Allows you to add, edit, or remove custom entries. 49

Properties Allows a System Administrator to configure directory entry proper-

42

it calls the general delivery mailbox.

ties.

Inter-Tel® Attendant Console User Guide

REF.

PAG E #

91

50

Directory List

Directory information is provided by the telephone system (except custom entries).
You can update your directory by performing a system refresh, as described in “Per-

forming a System Refresh” on page 11.

The Directory List shows the device type graphically and displays the extension or
phone number in the Number column along with their respective last and first names,
status, and locations, as shown below.

To move columns:

— Simply drag column headers to the desired position, as shown below.

USING CONSOLE

To display extended information:

The Console provides extended information for stations and hunt groups in a yellow
ToolTip popup screen, as shown above. To access to this screen, do one of the follow­ing methods:

• Highlight the desired directory entry and press Shift + Enter.

• Highlight the desired directory entry and click details> in the ToolTip.

• In Details view, by moving the mouse pointer over a selected item.

For stations, the extended information includes the number of ringing calls, the num­ber of holding calls, a list with all the calls at the station, and a button (Pickup) for
reverse transferring a call.

Inter-Tel® Attendant Console User Guide

43

For ACD hunt groups, the
extended information includes a
list of all the stations logged in
and out of the hunt group as well
as the number of calls ringing
and number of available agents,
as shown on the right.

For UCD hunt groups, only the
number of calls ringing and
number of available agents are
displayed.

• Number or Name: You can search for a specific station by simply typing text or
digits in the Number or Name box, shown below, in the Directory.

The Attendant Console attempts to match characters with the data in the “Last”
or “First” column and numeric characters with the data in the “Number” column.
It then selects the station with the best match. Using the following extension
example:

Smith, Jack 1308
Smith, James 1300
Smith, Jamie 1315

44

If you type

Smith, Ja it will find all three stations. You could continue typing to

select the station with description “Smith, Jamie” or you could select the high­lighted station. To look for a first name beginning with “Ja,” you can type a
comma and then the first letters of the name (

,Ja).

NOTE: This is reversed if you rearrange the columns so that the First name

appears before the Last name. In that case, you would enter the first name before
the last name (

You can also type only the initial character of the name to search for a name. For
example, to search for Jamie Smith, you can use one of the following methods:

• If the “Last” name column is to the left of the “First” name column, type last name
initial + a comma + first name initial (s,j).

• If you move the “First” name column to the left of the “Last” name column, type
first name initial + a space + last name initial (j s), or first name initial + a comma +
last name initial (j,s).
Note that you are not limited to only one character. You can type more than one
character (i.e., smi,ja).

Jamie Smith) or a comma followed by the last name (,Smith).

If you type “130” it will find and select the station with extension “1300.” You
could continue typing to select the station with extension “1308.”

Inter-Tel® Attendant Console User Guide

• Group: Sorts and displays different “groups” in the directory. The default groups
are Everyone, Inside Numbers, or Outside Numbers. You can also customize the
groups. For more information on how to create new groups, see page 79.

• Last, First, and Number: Displays station users’ last and first names, and exten-
sion numbers.

NOTE: Speed-Dial Bin numbers display with the name or destination in the “Last”

name column and the Speed-Dial Bin number in the “First” name column.

• Status: Displays status of the stations. If a station is idle, the status column is
blank, otherwise, its status is listed. If an extension is in more than one state, all
states are listed. The Attendant Console always lists the forward path, then the
do-not-disturb message, followed by the status. See next page for status pictures.

• Location: Displays the locations of stations. This is helpful in some multi-node
situations to display the description of the node (i.e., Chandler - Node 1) where a
particular station is located.

NOTE: See page 71 for instructions on using and customizing the Directory.

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45

The possible status pictures are as follows:

PICTURE DESCRIPTION

Idle telephone

Idle telephone in do-not-disturb

Idle telephone that is forwarded

Busy telephone

Busy telephone in do-not-disturb

Busy telephone that is forwarded

Ringing telephone

Ringing telephone in do-not-disturb

Ringing telephone that is forwarded

46

The question mark is a custom entry that the Attendant Console
cannot identify.

The white phone is a custom entry that the Attendant Console
recognizes as a station, but for which it cannot supply the status
(it may be on another node).

The magnifying glass represents a hunt group.

The telephone poles are trunk groups.

The yellow book with a pen represents outside telephone num­bers (other than speed-dial numbers).

The yellow book represents speed-dial bins.

The mailbox stands for a voice mailbox, voice mail application,
and voice mail access extensions.

The entry is set to use Announced Transfer.

The entry is set to use Immediate Transfer.

Inter-Tel® Attendant Console User Guide

Set DND

You can place any station in the directory in do-not-disturb mode.

1. Highlight the desired entry in the Directory.

2. Click Set DND. The screen, shown

on the right, appears.

3. The drop-down list box contains the
list of programmed do-not-disturb
messages for your telephone system.
Select the desired message by scroll­ing through the list.

4. If desired, enter text in the Second
Line edit box.

5. Click OK.

NOTE: The Console supports DND messages across multiple nodes. The DND

messages (00-20), shown in the Message drop-down list box above, may vary
depending on how the DND messages were programmed in each node.

Set Forward

You can place any station in the directory in call forwarding mode.

1. Highlight the desired entry in the directory.

2. Select Set Forward. The screen,

shown on the right, appears.

3. Select the Forward type from the
scroll box. The forward options are:
Forward Off, Forward Immediate,
Forward If Busy, Forward if No
Answer, and Forward if Busy or No
Answer.

4. Type the Forward Destination in the
text box, then click OK.

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NOTE: For outside number destinations, the Attendant Console automatically

insets the outgoing feature code. Do not include the outgoing access code in the
number.

Inter-Tel® Attendant Console User Guide

47

Hide Entry

System entries can be hidden so that they no longer display in the Directory.

To hide an entry from the Directory:

— Highlight the entry you wish to hide and right click on the mouse and then select

Hide Entry.

OR

1. Select Hidden Entries in the Tools drop-down menu.

2. Check Show all entries.

3. Highlight the entry you wish to hide. To select all entries, press CTRL+A.

NOTE: To select all but a few entries, press CTRL+A to select all and then, while

holding down CTRL and using the mouse, click to unhighlight those entries that are
to be hidden.

4. Click Hide Entry.

To display a hidden entry in the Directory:

1. Select Hidden Entries in the Tools drop-down menu.

2. Check Show hidden entries only to view all the hidden entries.

3. Highlight the entry in the Hidden Directory Entries list. To select all entries, press

CTRL+A.

NOTE: To select all but a few entries, press CTRL+A to select all and then, while

holding down CTRL and using the mouse, click to unhighlight those entries that are
to remain hidden.

48

4. Select Unhide.

NOTE: If the description or number of the entry changes, the Attendant Console will

automatically unhide and display the entry in the Directory. Custom entries cannot be
hidden. (To remove custom entries from the Directory, see page 49.)

Inter-Tel® Attendant Console User Guide

Custom Entry

Custom entries are useful for specifying guests or for people who share a phone or
frequently called CO numbers.

To add a custom entry:

1. Select Custom Entry and Add from the Directory drop-down menu. The win-
dow, shown below, appears.

2. Type the name and number. The field can contain digits (0-9), pound (#), asterisk
(*), hyphen (-), comma (,), pause (P), flash (F), explanation (!), and parenthesis
( ) symbols. The Attendant Console verifies the information entered.

If you want any Attendant Console user to be able to use this entry, check Every-
one can use this.

3. Click OK to save your changes (or click Cancel to exit without saving changes).

To edit a custom entry:

1. Highlight the custom entry to be edited in the Directory List.

2. Select Custom Entry and Edit from the Directory drop-down menu. The

Attendant Console displays the Edit Directory dialog, similar to the one shown
above, with the name and phone number fields filled in.

If you want any Attendant Console user to be able to use this entry, check the
Everyone can use this box.

3. Click OK to save your changes (or click Cancel to exit without saving changes).

To remove a custom entry:

1. Select the custom entry that you would like to remove from the Directory List.

2. Select Custom Entry and Remove from the Directory drop-down menu. The

warning message appears. Click Yes to remove the entry, or click No to cancel
it.

NOTE: The Edit and Remove options work only for custom entries. You cannot edit or

remove a system entry. For information on changing system entries, see page 95.

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Inter-Tel® Attendant Console User Guide

49

Properties

— Announce Transfer
— Immediate Transfer

This option allows you to change the properties of a directory entry. Some fields are
only programmable by System Administrators. If you are not an Administrator, those
fields will be grayed out.

To program the directory entry properties:

1. Highlight the desired entry in the Directory list and right click on the mouse and
then select Properties.
Or, select Properties from the Directory drop-down menu.

2. The Properties dialog, shown on the following pages, appears. The dialog is
slightly different for each type of device.

The common fields that are programmable by any Console user are Transfer Type and
Has Mailbox. To program these fields, follow the instructions below.

• Has Mailbox: In the Axxess system version 5.1, the Console has no knowledge of
specific voice mail boxes. Therefore, the Console assumes every station has a
voice mail box. If a station does not have a mailbox, you must uncheck Has
Mailbox in the Properties dialog.

In the Axxess system versions 5.2 and later and Inter-Tel 5000 1.0 and later, the
Console receives mailbox information from the System. If the “Get mailbox
information from the telephone system” check box in the Program tab of the
Options menu is not checked, you can change the “Has Mailbox” option.

• Transfer Typ e : Allows you to set the transfer type for each directory entry. Each
station can be set to use the default transfer type, to use immediate transfer, or to
use announced transfer.

The Console provides a visual indication as to
what type of transfer it will perform. This
visual indication is a small icon showing the
transfer type, as shown on the right, and is for
individual station.

When you initiate a transfer to a station, the Console automatically performs the
correct type of transfer. The transfer type for each station applies to all users. If a
station is set to use immediate transfers, no matter who is using the Console, that
station will receive immediate transfers.

50

NOTE: Setting the transfer type in the Properties overrides both the Default

Transfer Type and the Hunt Group/Voice Mail immediate transfer options (see

page 15).

To set the transfer type:

— Click on the desired type in the Properties dialog.

Inter-Tel® Attendant Console User Guide

Followings are the sample dialogs for each device.

John

John

Sample Properties for Station and Single-Line Devices:

NOTE: Only a System Administrator who can provide a valid database programming

password can program the first name, last name, extension, username, attendant, and
administrator flag. If you are not an Administrator, these fields will be grayed out.

If you made changes to the system entry, click OK. You are then prompted to enter
the database programming password, as shown below

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NOTE: Without a valid password, an Administrator will not be able to change the sys-

tem entry.

Inter-Tel® Attendant Console User Guide

51

Sample Properties for Custom Entries:

Smith

• Everyone can use this: Allows any Console user to be able to use this entry.

• Mailbox only: Allows you to add an unassociated mailbox as a custom entry.

Sample Properties for Hunt Groups:

52

Inter-Tel® Attendant Console User Guide

Sample Properties for Trunk Groups and Voice Mails:

Sample Properties for Speed-Dial Bins:

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Inter-Tel® Attendant Console User Guide

53

Volume Drop-Down Menu

When you select the Volume drop-down menu, the following screen appears. You can
adjust the volume and set the microphone mute from the Attendant Console. Instead
of placing a call on hold, you can mute your handset or speakerphone microphone, so
that the calling party does not hear you.

Adjusting the Volume

Do one of the following:

— Select Up or Down from the Volume drop-down menu

OR

Press CTRL+P to increase the volume or CTRL+W to lower the volume.

To save your volume settings:

— Select Save from the Volume drop-down menu.

Muting the Microphone

To mute or unmute the microphone:

— Select Mute from the Volume drop-down menu

OR

Press CTRL+U.

54

NOTE: When mute is on, the option will have a check, and the MUTE status bar

will lit.

Inter-Tel® Attendant Console User Guide

Shortcuts Drop-Down Menu

Shortcut Panels

Shortcut Drop-Down Menu

When you select the Shortcuts drop-down menu, the screen, as shown below, appears.
This menu allows you to access to the features assigned to shortcut buttons 1-10. You
can customize your Attendant Console with up to 40 shortcut buttons. The buttons
can be displayed on up to four panels, each with ten buttons.

A shortcut performs a sequence of actions or dials a series of digits representing fea­ture codes, the currently selected directory entry, or custom digits. Each action can be
one of the following:

• Dial the selected directory entry

• Dial custom digits

• Dial a feature code

• Perform a telephone feature (transfer, hang-up, answer)

• Activate a specific tab or group

• Tag a call

• Pause for one second

To display the shortcut buttons in the Main Attendant Console screen:

1. Select the desired shortcut panel(s) from the View drop-down menu. The Short­cut buttons appear on the main screen, as shown below.

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55

At default, the shortcuts are:

SHORTCUT BUTTON SHORTCUT KEY DESCRIPTION

Immediate Transfer CTRL+1 Transfers a call without an announce-

ment.

Annc. Transfer CTRL+2 Transfers a call with an announcement.

Dial # CTRL+3 Dials a pound (#).

Reverse Transfer CTRL+4 Reverse transfers a call from the exten-

sion entered in the Directory.

At Lunch CTRL+5 Enters the “Out to Lunch” do-not-disturb

message.

Gone Home CTRL+6 Enters the “Gone Home” do-not-disturb

message.

DND Off CTRL+7 Turns off do-not-disturb.

Dial * CTRL+8 Dials an asterisk (*).

Forward All to 1000 CTRL+9 Forwards all calls to the operator (exten-

sion 1000).

Forward Off CTRL+0 Turns off call forwarding.

2. You have two options for using the shortcuts:

• Select a displayed shortcuts button on the right side of the main screen.

• Select a desired Shortcut from the Shortcuts drop-down menu.

NOTE: The first ten shortcuts can be accessed by pressing CTRL+number 0-9.

The CTRL keys work even if the first ten are programmed differently from their
default values. For example, if you change the Imm. Transfer button to Answer, the

CTRL+1 will now answer a call and not perform the Imm. Transfer.

56

Setup Shortcuts

A shortcut performs a sequence of actions or dials a series of digits representing fea­ture codes, the currently selected directory entry, or custom digits. Each action can be
one of the following:

• Dial the selected directory entry

• Dial custom digits

• Dial a feature code

• Perform a telephone feature (transfer, hang-up, answer)

• Activate a specific tab or group

• Tag a call

• Pause for one second

Inter-Tel® Attendant Console User Guide

To program shortcuts, do the following:

1. Either select Setup Shortcuts from the Shortcuts drop-down menu or Setup
by right clicking on a shortcut button and launching the wizard from the context
menu. The screen, shown below, appears.

NOTE: To display the shortcut panels on the Attendant Console screen, select

Shortcut Panel 1-4 in the View drop-down menu.

2. If you prefer not to show the Welcome page again, check Do not show this
Welcome page again. To continue, click Next.

NOTE: If you would like to reinstate the Welcome page, select Setup Shortcuts

from the Shortcuts drop-down menu, click Back and uncheck the Do not show
this Welcome page again.

3. Select a shortcut you would like to program from any of the function keys (F2 ­F12), the keypad keys (/, *, -, +), or any of the 40 shortcut buttons (ten per panel).
The default settings are shown on the next page. After selecting the desired short-

cut, click Next. The screen, shown on step 4., appears.

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57

TREES DEFAULT SETTINGS

Function Keys (F2-F12) F2: Outside Numbers

F3: <available>
F4: Split
F5: <available>
F6: Cancel Transfer
F7: Transfer to Voice Mail
F8: Complete Transfer
F9: Answer
F10: Hold
F11: <available>
F12: Hang-up

Keypad Keys (/*-+) keypad /: Immediate Transfer

keypad *: Split
keypad -: Cancel Transfer
keypad +: Complete Transfer

Button Panel 1 Button 1: Imm. Transfer

Button 2: Annc. Transfer
Button 3: Dial #
Button 4: Reverse Transfer
Button 5: At Lunch
Button 6: Gone Home
Button 7: DND Off
Button 8: Dial *
Button 9: Fwd All to 1000
Button 10: Fwd Off

Button panel 2 Button 1-10: <available>

Button panel 3 Button 1-10: <available>

Button panel 4 Button 1-10: <available>

58

4. To assign a name to the short­cut button, enter the name in
the Name Shortcut text box.
Then, click Next. The screen,
shown on the next page,
appears. To return to the previ­ous screen, click Back. To
cancel the programming with­out changing, click Cancel.

Inter-Tel® Attendant Console User Guide

5. Select actions you would like the shortcut to perform. When you select an action

from the All Actions list, a brief description of the action appears under the list.

To add an action:

— Select the desired action from the All Actions list and click Add->. The

action moves to the Shortcut Actions list.

NOTE: You can include up to five actions in one shortcut. When five actions

are reached, the Add button becomes disabled (grayed out).

To delete an action:

— Select the action to be removed from the Shortcut Actions list and click <-

Remove.

6. If the action you added requires more information, a dialog will prompt you to
enter the necessary information. For example, when you select DND (set) from
the All Actions list, the following screen appears.

7. After adding the shortcut actions, you may use the up and down arrow buttons to
change the order of the actions, or select the action and click Edit to change the
action specific information. Then, click Next. The last screen, shown on the next
page, appears.

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59

8. This screen provides you a summary of the shortcut that you just setup and then
give you two choices:

• Exit the shortcut setup wizard: Closes the wizard and returns to normal

Attendant Console operation.

• Setup another shortcut: Takes you back to the first step. The Finish button

changes to the Next button.

9. After selecting one of the above selections, click Finish to complete the pro-
gramming or Cancel to finish it without changing.

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Inter-Tel® Attendant Console User Guide

View Drop-Down Menu

When you select the View drop-down menu, the following screen appears. The
options in this menu determine which elements are included in the main Attendant
Console screen.

Toolbars

You can select toolbars, shown below, to be displayed on the main screen. You can
change their position using the Customize Toolbar menu. You can click buttons to
perform various call handling tasks, adjust volume, and access Help. The commands
and descriptions are described on page 39.

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To display toolbar(s):

— Select Toolbar from the View drop-down menu.

To customize toolbar(s):

— Select Customize Toolbar from the View drop-down menu. Then, follow the

instructions on the next page.

Inter-Tel® Attendant Console User Guide

61

Customize Toolbar

When you select Customize Toolbar from the View drop-down menu, the follow-
ing dialog appears. This allows you to choose toolbar buttons that are to be displayed
on the Toolbar. After adding buttons, click Close. The new buttons appear on the
Toolbar.

To add a button:

— Highlight the desired button in the Available toolbar buttons list box and click

Add->. The toolbar will be inserted above the highlighted button in the Current
toolbar buttons list box.

To change the order of the button(s):

— Highlight the button to be moved in the Current toolbar buttons list box and click

Move Up or Move Down.

To remove a toolbar:

— Highlight the button to be removed in the Current toolbar buttons list box and

click <-Remove.

To remove text labels from the toolbar:

— Select No text labels from the Text Options drop-down list box.

To show text labels in the toolbar:

— Select Show text labels from the Text Options drop-down list box.

To default the Toolbar:

—Click Reset.

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Inter-Tel® Attendant Console User Guide

Status Bar

You can display or not display the status bar on the bottom of the Main Console
screen. The status bar shows the purpose of the selected menu item or tool bar button,
and the status of the selected directory entry. Error messages may also appear on the
status bar.

To display the Status Bar:

— Select Status Bar from the Toolbars menu in the View drop-down menu. The

status bar, as shown below, appears.

On the right-hand side of the status bar, there are six boxes. These boxes display short
messages indicating when the listed features are enabled or a message is waiting. The
features are, in order:

STATUS

BUTTON

DND When not in DND, the DND area is grayed put. When in DND, the sta-

tus area turns red (red is used in the directory to signify DND). If you
right click on the status area, a menu appears that allows you to turn
DND on or off for your station.

FWD When not forwarded, the FWD area is grayed put. When forwarded,

the status area turns blue (blue is used in the directory to signify for­ward). If you right click on the status area, a menu appears that allows
you to turn forwarding on or off for your station, as shown below.

DESCRIPTIONS

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MSG Message Received. When there are messages, the status area turns

green. You can either double click the MSG area to display the Mes­sages dialog, or you can right click to display a menu that will bring up
the message dialog

MUTE When not connected to a call, the mute area is grayed put. When con-

nected to a call and not muted, the MUTE area is visible. When con­nected to a call and muted, the status area turns red. You can double­click the mute area to toggle the mute status, or right click to display a
menu that will toggle mute.

LINK When all OAI connections are up, the LINK button is grayed put. This

status indicates that the Console is connected to an OAI Server. If one
or more connections are down, the status area turns yellow. You can
double-click the link status area to display the connection status (see

page 26), or right click to display a menu that will bring up the connec-

tion status.

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63

STATUS

BUTTON

DESCRIPTIONS

NGT:OFF When all nodes are in day mode, the night mode area displays

“NGT:OFF.”

NGT:ON When all nodes are in night mode, the status area turns red and

“NGT:ON” is displayed.

Continued on the next page.

NGT:* If some nodes are in night mode and some are not, the status area

turns yellow and the “NGT: *” is displayed.

You can double-click the night mode status area to view the current
night mode status of each node, as show below.

If you are an Administrator, you can turn the Night Mode On and Off
from this screen by clicking the Night On or Night Off button.

You can also right click the status area to display a menu that will allow
you to turn on night mode, turn off night mode, view the current night
mode status, and configure how night mode is enabled and disabled,
as shown below. (Selecting Configure will display the Night Mode
option page, shown on page 20.)

64

NOTE: The night mode status is based on how the user has night

mode configured, not necessarily all the nodes the Console is commu­nicating with. Only an Administrator can turn the Night Mode on and
off.

Inter-Tel® Attendant Console User Guide

Directory

.
.
.

When you select Directory from the View drop-down menu, the following screen
appears. The options in this menu determine how the directory list will appear in the
main screen.

The following options are available:

• Details: Displays last and first names, extension numbers, location, and status in
small fonts. This is the default mode.

• Large Icons: Displays large icons with last/first names and extension numbers.
The status, such as DND and FWD, are visible as icons.

• Sort by Last Name, First Name, Number, or Location: Sorts Directory list in
ascending order based on the column selected. By default, the list is sorted by last
name. You can also sort columns by clicking on the column header you want to
sort by.

NOTE: You cannot sort the directory while searching. For example, if you type

“123” in the Number or Name field, the directory will automatically be sorted by
number.

• Show Index Buttons: Allows you to search the directory using the
alphabet index buttons. When this menu option is selected, the index
buttons, shown on the right, appear on the right side of the directory list.
Click a button that contains an initial letter of the desired name you are
searching for.

NOTE: If the directory is currently sorted by last/first name, the 123

index button will display all entries containing numbers as the first charac­ter in their last/first name column.

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Inter-Tel® Attendant Console User Guide

65

• Show Transfer Indicator: Displays symbols of the transfer type (Immediate or

— Announce Transfer
— Immediate Transfer

Announced), shown below, next to the large icons for each directory entry.

• Show Locations: Displays the locations for each directory entry.

NOTE: This does not apply to the Large Icons mode. In Large Icons mode, the

location is displayed in the ToolTip popup screen.

Shortcut Panels 1-4

The shortcut panels display up to 40 customized shortcut buttons on the Console main
screen. The panels can be “docked” on the left or right of the screen or “floated” any­where on the screen. Each shortcut panel contains 10 shortcut buttons. To customize a
shortcut button, see page 55.

To display the shortcut panels in the Main Console screen:

— Select the desired shortcut panel(s) from the View drop-down menu.

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Inter-Tel® Attendant Console User Guide

Tools Drop-Down Menu

When you select the Too l s drop-down menu, the following screen appears. The
options in the menu allow you to program and/or operate various features.

Customize Directory

When you select Customize Directory (or press CTRL+S) from the Tools drop­down menu, the following screen appears. Custom entries are useful for specifying
guests or for people who share a phone or frequently called CO numbers.

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67

To add a custom entry:

1. Click Add Entry from the Custom Directory dialog or select Add To Direc-
tory from the Call Handling drop-down menu. The window, shown below,

appears.

2. Type the name and number. The field can contain digits (0-9), pound (#), asterisk
(*), hyphen (-), comma (,), pause (P), flash (F), explanation (!), and parenthesis
( ) symbols. The Attendant Console verifies the information entered

If you want any Attendant Console user to be able to use this entry, check Every-
one can use this.

3. Click OK to save your changes (or click Cancel to exit without saving changes).

To edit a custom entry:

1. Highlight the custom entry to be edited in the Directory List.

2. Click Edit from the Custom Directory dialog. The Attendant Console displays

the Edit Directory dialog, similar to the one shown above, with the name and
phone number fields filled in.

If you want any Attendant Console user to be able to use this entry, check the
Everyone can use this box.

3. Click OK to save your changes (or click Cancel to exit without saving changes).

To remove a custom entry:

1. Highlight the custom entry to be removed in the Directory List.

2. Click Remove from the Customize Directory dialog.

68

NOTE: The Edit and Remove options work only for custom entries. You cannot edit or

remove a system entry. For information on changing system entries, see page 95.

Inter-Tel® Attendant Console User Guide

Group Setup

When you select Group Setup from the Tools drop-down menu, the following
screen appears. This screen allows you to create new group(s) for the Directory. You
can use groups to control the displayed extension list in the Directory for easy access.
In the default Attendant Console database, there are three groups: Inside Numbers,
Outside Numbers, and Everyone. These default groups cannot be modified.

• All Available Directory Entries and Directory Entries in Group: Display sta-
tion user’s last and first names, extension numbers, and the locations of stations.

• Device Count: Displays the number of the stations available in the Group at the
bottom of the screen.

To create groups:

1. Click New. The screen on the right appears.

2. Enter the name of the group in the text area

of the dialog box.

3. Check Everyone can use this if you
want all Attendant Console users to use the
group.

4. Click OK.

To move an entry from the All available directory entries list: Highlight the entry
and click Add. Or, double-click the entry in the Available list. As you add or
delete names, the Directory Entries in Group list will be updated.

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69

NOTE: To select all but a few entries, press CTRL+A to select all and then, while

holding down CTRL and using the mouse, click to unhighlight those entries that are
not to be added.

To add all the list entries: Click Add All.

To delete a name from the Device Entries in Group list: Highlight the name and

click Remove.

NOTE: To select all but a few entries, press CTRL+A to select all and then, while

holding down CTRL and using the mouse, click to unhighlight those entries that are
not to be deleted.

To remove all entries from the list: click Remove All.

To change group properties:

1. Select the group that you want to change
from the scroll box.

2. Click Edit. The screen, shown on the right,
appears.

3. Edit the information as needed and click
OK.

To delete a group:

1. Select the group that you want to delete from the scroll box.

2. Click Delete.

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Inter-Tel® Attendant Console User Guide

Hidden Entries

When you select Hidden Entries from the Tools drop-down menu, the following
screen appears.

To view all entries:

— Check Show all entries.

To view hidden entries only:

— Check Show hidden entries only.

To display a hidden entry:

1. Highlight the entry in the Hidden Directory Entries list.

USING CONSOLE

NOTE: To select all but a few entries, press CTRL+A to select all and then, while

holding down CTRL and using the mouse, click to unhighlight those entries that are
to remain hidden.

2. Click Unhide.

To hide an entry:

1. Select Show all entries and highlight the desired entry you want to hide.

NOTE: To select all but a few entries, press CTRL+A to select all and then, while

holding down CTRL and using the mouse, click to unhighlight those entries that are
not to be hidden.

2. Click Hide.

NOTE: If the description or number of the entry changes, the Attendant Console will

automatically unhide and display the entry in the Directory. Custom entries cannot be
hidden. (To remove custom entries from the Directory, see the section, “To remove a

custom entry:” on page 68.)

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71

Call Log

When you select Call Log (or press CTRL+L) from the Tools drop-down menu, the
following screen appears. This screen provides you with a record of the called name,
number, type, date, call start time, and call elapsed time, direction (incoming or out­going), and if the call was answered or not.

NOTE: The direction is relative to the operator’s phone, not the telephone system. For

example, if a call is transferred to the Console user, that call will always be considered
as an incoming call regardless of whether the call is originated from another extension
or the outside number.

The logs are listed in the order they were disconnected. Your Attendant Console’s
setup determines how many calls are stored in the log (see page 26). The range is 0-

3000.

You can place calls from the Call Log, remove entries, or move entries to your Direc­tory, as described below.

72

To dial a number using the Call Log, do one of the following:

—Click Call or press ENTER while the call is highlighted in the list.

OR

Double-click on an entry in the list.

NOTE: When you call a number from the Call Log, the area code is not dialed if it

matches your home area code. The Attendant Console gives you the option of edit­ing the phone number before dialing by displaying the number.

Inter-Tel® Attendant Console User Guide

To remove a Call Log entry:

— Highlight the desired entry.

—Click Remove.

To remove multiple Call Log entry:

— Select the desired entries by clicking the entries while holding down CTRL.

NOTE: To select all but a few entries, press CTRL+A to select all and then, while

holding down CTRL and using the mouse, click to unhighlight those entries that are
not to be removed.

—Click Remove.

To remove all Call Log entries:

—Click Remove All.

To move a Call Log entry to your Directory:

— Highlight the entry.

—Click Add To Directory.

USING CONSOLE

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73

Statistics

When you select Statistics from the Tools drop-down menu, the following screen
appears. Call handling statistics are tracked by the Attendant Console. You can also
view cumulative statistics by opening the archive files that are stored in the Attendant
Console/Stats directory.

74

• Statistics: Statistics shown include:

— Calls that Rang in: Shows the number of incoming IC and CO calls. If there

is an outgoing call that is placed on hold and it recalls, it is not counted as a
call that rang in. Incoming transfers are not counted because the announce­ment call will be counted. This also does not include calls that automatically
forwarded.

— Calls Placed on Hold: Shows the number of the IC and CO calls placed on

individual hold. It does not include calls placed on transfer hold. If a call is
placed on hold multiple times, it is counted multiple times.

— Calls that Recalled: Shows the number of IC and CO calls that recalled

from hold. It does not include calls that recalled from a transfer. If a call
recalls multiple times, it is counted multiple times.

— Calls Handled: Every time an IC or CO call leaves the operator, it was han-

dled, unless it was on hold, was ringing, or was a transfer announcement call.
When a conference is made each call in the conference is counted as handled
and the conference call is treated as a new call. Calls that automatically for­ward are not counted as handled.

Inter-Tel® Attendant Console User Guide

— Calls that Automatically Forwarded: Counts increases every time the

Console automatically forwards a call.

— Abandoned Calls: Displays a CO call that rang in but was never answered.

This does not include calls that automatically forwarded.

— Percent of Calls that Recalled: Shows the percentage of calls placed on

hold that recalled. It does not include calls placed on transfer hold.

— Average Ring Time: Shows the average time that incoming IC and CO calls

were ringing, not including recalling. This does not include the ring time for
calls that automatically forwarded.

— Average Recall Time: Shows the average time IC and CO calls spent recall-

ing.

— Average Hold Time: Shows the average time IC and CO calls were on indi-

vidual hold, not including time that they are recalling from hold.

— Tota l Ta l k Ti me : Shows the total time the Attendant Console was connected

to both IC and CO calls.

• Reset Statistics Daily: Unless you check this box to clear the statistics screen at
midnight each day, the statistics are gathered until you clear them (as described
below).

• Reset Statistics: To clear the statistics display, click Reset Statistics. Clearing
the statistics screen affects only this dialog box; it does not affect the archived
statistics files that are stored on your PC.

• Help: Provides access to the Attendant Console Help files.

USING CONSOLE

NOTE: When a user logs off with active calls, the call statistic times are treated as

though the call disconnected at that time. When a user logs on with active calls, the call
statistic times start from the time they log on.

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75

Archived Statistics: Provide a record of the statistics for two months. Complete sta­tistics are archived on your PC, so that they can be obtained later. The path where the
statistics are archived varies based on PC operating system:

• For Microsoft

C:\Documents and Settings\All Users\Application Data\
Inter-Tel\Inter-Tel Attendant Console\Stats

®

Windows® 2000, the path is:

.

• For Microsoft Windows XP, the path is:

C:\Documents and Settings\All Users\Application Data\
Inter-Tel\Inter-Tel Attendant Console\Stats

• For Microsoft Windows Vista

C:\ProgramData\Inter-Tel\Inter-Tel Attendant Console\Stats.

®

, the path is

.

The saved statistics are categorized by month. There are two statistics files: one for
the current month, and one for the previous month. The files are named

this_month.csv and last_month.csv and they can be viewed using Microsoft

®

Excel

(or any program that reads comma-separated value files). The previous

month’s file will be overwritten at the end of the current month.

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Inter-Tel® Attendant Console User Guide

Conference

When you select Conference (or press CTRL+R) from the Tools drop-down menu,
the following screen appears. This screen indicates the status of conference setup. You
cannot build a conference call using this screen. To build a conference, refer to
“Building a Conference” on page 89.

Dial Pad

When you select Dial Pad (or press CTRL+D) from the Tools drop-down menu, the
following screen appears. This allows you to use dial pad on the screen. The dial pad
can float anywhere on the screen.

USING CONSOLE

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77

Feature Codes

When you select Feature Codes (or press CTRL+F) from the Tools drop-down
menu, the following screen appears. You can select a feature code and execute it. This
gives you access to station features that are not included on the main Attendant Con­sole.

The Feature Codes list is an alphabetical listing of telephone system feature names
and feature codes.

To use a system feature code, do one of the following:

1. If the feature code will require additional digits, enter them in the Number box.
Or, to use the entry highlighted in the Directory, check Use Directory.

2. Highlight the desired feature code in the list and then click Execute.

OR

Double-click the desired feature code.

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Inter-Tel® Attendant Console User Guide

Messages

When you select Messages (or press CTRL+M) from the Tools drop-down menu or
press lit MSG status bar, the following screen appears. This dialog provides informa­tion on any messages that are waiting at your station. It tells you the source of the
messages, time and date stamp, and the number of the messages. See page 92 for
details on how to respond to a message.

NOTE: If a station-to-station message is left more than once between the same two

extension numbers, the message count will only display 1.

USING CONSOLE

Inter-Tel® Attendant Console User Guide

79

Page Zones

When you select Page Zones (or press CTRL+G) from the Tools drop-down menu,
the following screen appears. The Paging feature allows you to make announcements
through phone speakers and/or through optional external paging equipment.

To make a page:

1. Highlight the desired page zone and press ENTER or click Begin Page.

OR

Double-click on the desired page zone.

2. Make your announcement before the Paging timer expires, then hang up.

80

Database Programming

Any Administrator station can perform database programming using the Attendant
Console. The following fields are programmable using the Attendant Console Data­base Programming:

— Station information for individual stations

— DND and Reminder messages

For more information on how to program, refer to “Programming Station Informa­tion” on page 95.

Inter-Tel® Attendant Console User Guide

Help Drop-Down Menu

When you select Help from the Tools drop-down menu, the following menu appears.
Select this menu for access to Attendant Console Help and information on the Atten­dant Console software.

• Contents: Displays the contents of the help file.

• Requirements: Displays Software and Hardware requirements. See page 4 for

more details.

• Troubleshooting: Displays troubleshooting information.

• Send Feedback: Allows you to send comments to Inter-Tel. If you would like to

send feedback to Inter-Tel, enter the required information in the form and click
Send.

— Clear Form: Clears all the fields.

— Print Form: Launches Notepad and automatically prints the form.

— Send: Sends the feedback form to Inter-Tel.

• Product Registration: Displays the Product Registration form. If you would like
to perform online registration, enter the required information in the form and
click Register.

— Clear Form: Clears all the fields.

— Print Form: Launches Notepad and automatically prints the form.

— Register: Sends the registration information to Inter-Tel.

• About Attendant Console: Displays Attendant Console version information.

USING CONSOLE

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81

HANDLING CALLS

Placing Calls

To place a call:

1. Select Number or Name in the Directory and begin typing the name or the tele-
phone number you wish to dial. The Attendant Console searches the directory for
the name or number as you type it, and displays a list of partial matches. To
decrease the number of matches, continue to enter characters and narrow the
search until you can see the name or number you want to select.

NOTE: The Attendant Console searches only the first column when you type a

name. If you type a number that does not match a directory entry, the Attendant
Console can still call that number. However, if you type a name that does not match
a directory entry, the Attendant Console cannot make a call.

2. Place a call in one of the following ways:

—Press ENTER or click Call when the call is highlighted in the Directory.

OR

Double-click on the entry in the Directory.

To place a call to a voice mailbox:

—Click Voice Mail in the Directory.

Answering Calls

Incoming calls appear in the Call List in the order received, with the oldest call at the
top of the list.

To answer a call, do one of the following:

—Click Answer in the Toolbar

OR

Select Answer from the Call Handling drop-down menu.

OR

Press the Answer function key (defaults to F9)

OR

Double-click on the desired call in the Call List

OR

Highlight the desired call in the Call List and press ENTER.

82

NOTE: When you answer a call, the system hangs up the currently connected call or

“skates” it to hold, depending on your User Settings (see page 12). If you are paging or
connected to voice mail, answering a new call will always disconnect the page or call.

Inter-Tel® Attendant Console User Guide

Tagging Calls

You can specify a name for an outside call with the tagging feature. A record of the
call will be stored in your Call Log with the new information. The new name will stay
with the call if it moves to other stations in the telephone system.

Highlight the call in the Call List and then do one of the following:

—Press CTRL+T

OR

Click Tag Call from the Toolbar

OR

Select Tag from the Call Handling drop-down menu.

When the edit box displays, type the name (Tag) you wish to associate with the call
and press enter.

Hanging Up

Hang-Up ends an operation or disconnects a call, the same as hanging up the handset
on your phone.

To hang up, do one of the following:

—Click Hang-up from the Toolbar

OR

Select Hang-Up from the Call Handling drop-down menu

OR

Press the Hang-Up function key (defaults to F12).

USING CONSOLE

Inter-Tel® Attendant Console User Guide

83

Transferring Calls

There are several options for the type of transfer that takes place when you select a
destination using the Directory. Initially, you need to set the default transfer mode in
the Transfer Options page (see page 15).

The User Settings that affect call transfers are:

— Default Transfer Type

— Hot Dialing

TIP: For the fastest transfers, set the Default Transfer Type to Immediate Transfer and

enable Hot Dialing.

Immediate Transfer

To transfer a call immediately, with no announcement, do one of the following:

—Press CTRL+1

OR

Select the destination number in the Directory, then click Transfer from the Tool-
bar

OR

Select Immediate Transfer from the Call Handling drop-down menu.

To transfer a call immediately without answering:

— Simply drag and drop the highlighted call in the Call List to the destination num-

ber in the Directory List.

84

NOTE: This method overrides any of the default transfers: the Default Transfer Type,

the Hunt Group/Voice Mail immediate transfer options, and the Transfer Type options
(see pages 15 and 50 respectively).

Inter-Tel® Attendant Console User Guide