NEC NEAX2400 Service Manual

ATTENDANT MANAGEMENT SYSTEM

OPERATIONS MANUAL

NEC America, Inc.

NDA-30046-004

Revision 4.0

September, 1998

Stock # 241721

LIABILITY DISCLAIMER

NEC America reserves the right to change the specifications, func­tions, or features in this document at any time without notice. NEC
America has prepared this document for use by its employees and
customers. The infor mation c ontai ned h erein is the proper ty of NEC
America and shall not be reproduced without prior written approval
from NEC America.

Copyright 1998

NEC America, Inc.

Attendant Management System Operations Manual CONTENTS

TABLE OF CONTENTS

Page

Chapter 1 - Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Manual Organization. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Chapter Layout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Procedures. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

General Key Use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Operator Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Supervisor Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Unique Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Password Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Login Name. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Attendant ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Entering and Exiting AMS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Logging In To a Static Terminal. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Logging In From a Network Terminal. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Logging Out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Screen Format . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Chapter 2 - Installation And Setup. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Software Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Step 1: Super User (Root) Password. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Step 2: ams/amsadm Login Names. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Step 3: Automatically Configuring the APM Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Step 4: Installing Informix Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Step 5: SCO UNIX Subsystem Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Application Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Step 1: Application Characterist ics (all components). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Parameter Definitions:. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Step 2: Primary Configuration Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Parameter Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Step 3: Facilities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Step 4: OAI Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Ams_Daemon Component Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Ams_Server1 Component Parameters. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Ams_Parkmgr Component Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Step 5: Control Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Database Requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

amscfg Database Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Field Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

amsfile Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

attcfg Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

MAT Assignments. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Preparing Attendant Stations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Field Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Constantly Display The Login Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Change Hot Key Access To Enhancement Applications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Finalizing Installation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Step 1: Checking System Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Step 2: Checking Display Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

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Step 3: Checking Extension Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Step 4: Entering Employees . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Step 5: Initializing the AMS Daemon . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Step 6: Logging On . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Chapter 3 - Call Processing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Incoming Calls Area. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Loops. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Call Status Definitions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Source Area. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Employee . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Internal Location . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Route Number. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

External Number. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

DID Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Destination Area . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Status Area . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Attendant Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Call Status. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Calls Q’d (Queued). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Call Placement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Incoming Call Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Join Callers in Consultation Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Transfer by Speed Dial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Transfer by Number Entry . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Select an Operator Functions Command. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Cancel. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Hold. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Release. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Busy Camp . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Source. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Dest. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Talk. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Override . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Call Forwarding. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

General Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Type of Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Do Not Disturb (DND). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

General Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

Call Parking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

General Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Cancel Call Parking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Orbit Number Retrieval . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Parked Call Retrieval . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

General Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Display Fields. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

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Cancel and Exit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

Record Storage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

Parked Call Recall . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

Parked Call Abandon. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

Directory Assistance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

General Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

Expansion of C u rrent Selectio n . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

Type of Transfer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

Destination Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

Off-Line Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Messaging. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

General Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

Message Taking. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

General Process. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

No Caller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

Message Retrieval . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

General Process. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

Display Contents. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

Message Printing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

General Process. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70

Chapter 4 - Database Administration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

Types of Database Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

Database Record with Configurable Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72

Database Records Whose Fields Are Not Configurable . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

Attendant Stations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

Speed-Dial Keys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

View Command . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

Menu Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75

Add Database Record. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76

Leaving Fields Empty. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76

Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

Delete Database Record. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78

Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

Modify Database Record . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80

External Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80

Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81

View Database Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82

Range Values . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82

Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

Print Database Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84

Range Values . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84

Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84

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Chapter 5 - Extension Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85

Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85

Configurable Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85

View Command . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85

Menu Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86

Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86

Add Extension. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86

Leaving Fields Empty. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86

Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87

Delete Extension. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88

Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89

Modify Extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90

Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90

View Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91

Range Values . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91

Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92

Print Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93

Range Values . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93

Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93

Chapter 6 - Login Name Maintenance. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95

Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96

Search Function. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96

Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96

Add an Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97

Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97

Delete an Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98

Search Function. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98

Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98

Modify an Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99

Search Function. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99

Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99

View Attendants . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100

Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100

Chapter 7 - Real–time Screening . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101

Display Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102

Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102

Chapter 8 - System Configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103

Menu Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103

Procedure. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104

Basic Configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104

Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105

Modify the Basic Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105

Basic Configuration Field Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106

Print the Basic Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107

Announcement Configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108

Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108

Modify the Announcement Configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

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Announcement Configuration Field Definitions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

Print the Announcement Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

Timer Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110

Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110

Modify the Tim e r Co n fi g uration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111

Timer Configuration Field Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111

Print the Timer Configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113

Queue Assignment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113

About Queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113

Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114

Modify the Queue Assignment. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114

Queue Assignment Field Definitions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115

Orbit Numbers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117

About Orbit Numbers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117

Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118

Add An Orbit Number. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118

Delete An Orbit Number. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118

Viewing An Orbit Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119

Print An Orbit Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119

Chapter 9 - Display Configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121

Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121

Sequence of Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121

Menu Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122

Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122

Input Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123

About Input Menu. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124

Fields by Record Type. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125

Extension: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125

Employees: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126

External Numbers: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127

Internal Locations:. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 8

Routes: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128

DID Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129

Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129

Source Window. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131

Source Window Display. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131

About Source Window Configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132

Multi-page Pop-up Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132

Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132

Directory Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133

About Directory Window Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134

Multi-page Pop-up Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134

Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134

Predefined Messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136

About Predefined Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136

Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137

Modify the List of Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137

Print the List of Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137

Message Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138

About Message Window Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138

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Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139

Modify the List of Fields. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139

Print the List of Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 9

Chapter 10 - Platform Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141

Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141

Menu Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141

Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142

Install Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143

When to Use Install Database. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143

Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143

Remove Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 4

When to Use Remove Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144

Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144

Build Database Indices. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145

When to Use Install Database Indices. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145

Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145

Erase Database Indices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146

When to Use Build Database Indices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146

Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146

Cluster Database Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147

When to Use Cluster Database Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147

Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147

Set Menu Colors. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148

About Set Menu Colors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148

Representative Screens. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149

Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151

Display Table Record Count. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152

Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152

Key Pad Value Test . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153

Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153

Terminal Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154

Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154

InformiX dbaccess Util ity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155

Chapter 11 - Process and Error Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157

Process and Error Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157

AMS Error Messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157

Appendix A - AMS Upgrade Procedures. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-1

Upgrading Procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Step 1: Verifying Operators Are Logged Off . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Step 2: Performing a Tape Backup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Step 3: Terminating the Ams_Daemon . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Step 4: Upgrading the AMS Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Halting Auto-Configured SunRiver Stations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Restoring Database from Tape. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Appendix B - AMS Database Maintenance Procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-1

Reclustering the Indices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Performing a Tape Backup. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

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Page

Checking/Decreasing the Number of Extents. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Appendix C - AMS Database Import Capabilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-1

Extension Record Format. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

External Record Format . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Internal Record Format. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Employee Record Format. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

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Attendant Management System Operations Manual FIGURES

LIST OF FIGURES

Figure Title Page

1-1 Attendant Management System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

1-2 Screen to Screen Movement. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

1-3 Supervisor and Attendant Password Access Privileges . . . . . . . . . . . . . . . . . . . . . . . . 5

1-4 Password Entry Screen for Static Terminals. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

1-5 Password Entry Screen for Network Terminals. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

1-6 Attendant ID Confirmation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

1-7 Selecting the Attendant ID. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

1-8 Inactivity Advance Warning Message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

1-9 AMS Main Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

2-1 Super User Root . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

2-2 Statu s Me ssage (1 of 4) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

2-2 Statu s Me ssage (2 of 4) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

2-2 Statu s Me ssage (3 of 4) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

2-2 Statu s Me ssage (4 of 4) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

2-3 Login Name Installation (1 of 4) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

2-3 Login Name Installation (2 of 4) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

2-3 Login Name Installation (3 of 4) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

2-3 Login Name Installation (4 of 4) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

2-4 Statu s Me ssage (1 of 2) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

2-4 Statu s Me ssage (2 of 2) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

2-5 Configuring the APM Components (1 of 2). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

2-5 Configuring the APM Components (2 of 2). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

2-6 AMS/In fo r m ix P ro m p t . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

2-7 The Informix Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

2-8 AMS Database Prompt (1 of 2). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

2-8 AMS Database Indices Prompt (2 of 2). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

2-9 Installation Complete Status Message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

2-10 SCO UNIX Subsy s tem Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

2-11 Attendant Station Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

2-12 AMS Platform Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

2-13 System Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

3-1 Call Processing Screen. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

3-2 Loop Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

3-3 Source Area . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

3-4 Destination Area . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

3-5 Status Area . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

3-6 Outgoing Call Placem e n t . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

3-7 Operat o r Fu nctions for In co m i n g Ca ll s . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

3-8 Cancel Command . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

3-9 Hold Command . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

3-10 Release Command . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

3-11 Busy Camp Com m a n d . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

3-12 Source Command . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

3-13 Dest Command . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

3-14 Talk Command . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

3-15 Override Command. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

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3-16 Forward Command . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

3-17 Do Not Disturb Command. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

3-18 Park A Caller. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

3-19 Join Park Command . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

3-20 Directory Command . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

3-21 Message Command . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

3-22 Take A Message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

3-23 Retrieve A Message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

3-24 Printing A Message. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

4-1 Database Administration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

4-2 Add A Record . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76

4-3 Delete A Record . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78

4-4 Modify A Record . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80

4-5 View Database Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82

4-6 Print Database Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84

5-1 Extension Maintenance. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85

5-2 Add an Extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86

5-3 Delete an Extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88

5-4 Modify An Extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90

5-5 View Extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91

5-6 Print Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93

6-1 Login Name Maintenance. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95

6-2 Add an Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97

6-3 Delete an Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98

6-4 Modify an Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99

6-5 Modify an Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100

7-1 Real-Time Screening . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101

8-1 System Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103

8-2 Basic Configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104

8-3 Announcement Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108

8-4 Timer Configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110

8-5 Queue Assignment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113

8-6 Orbit Numbers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117

9-1 Display Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121

9-2 Input Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123

9-3 Database Administration Data Entry Screen. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124

9-4 Source Window Configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131

9-5 Directory Window Configuration Directory Lookup Display. . . . . . . . . . . . . . . . . . . . 133

9-6 Directory Lookup Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133

9-7 Predefined Messages Option . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135

9-8 Predefined Message Window on Call Processing Screen . . . . . . . . . . . . . . . . . . . . 135

9-9 Message Window Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137

9-10 Message-Taking Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137

10-1 Platform Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139

10-2 Install Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141

10-3 Remove Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142

10-4 Make Database Indexes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143

Page x NDA-30046 Revision 4.0

Attendant Management System Operations Manual FIGURES

Figure Title Page

10-5 Erase Databas e Indexes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144

10-6 Rebuild Database Indexes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145

10-7 Set Menu Colors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146

10-8 (Screen #1 of F ig u re 1 0 -7 ) - D a ta E n tr y . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147

10-9 (Screen #2 of F ig u re 1 0 -7 ) - M e n u . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 4 7

10-10 (Screen #3 of Figure 10-7) - Directory Lookup Screen. . . . . . . . . . . . . . . . . . . . . . . 148

10-10 (Screen #4 of Figure 10-7) - Pop-Up Windows. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148

10-11 (Screen #5 of Figure 1 0 -7 ) - C a ll Processing Sc r e en . . . . . . . . . . . . . . . . . . . . . . . . 149

10-12 Database Table Record Count . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150

10-13 Key Pad Value Test. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151

10-14 Terminal Maintenance. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152

10-15 InformiX dbaccess Utility. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153

NDA-30046 Revision 4.0 Page xi

FIGURES Attendant Management System Operations Manual

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Page xii NDA-30046 Revision 4.0

Attendant Management System Operations Manual Introduction

Chapter 1 Introduction

The Attendant Management System (AMS) is a dynamic, on-screen computer
emulation and enhance ment of the bu siness at tendant co nsole. AMS co mbines the
NEC HDAC or D
connected to a computer. The computer is equipped with the multi-tasking UNIX
System V operating environment, the NEC Applications Manager support
platform, and a comprehensive package of internal software components.

term

phone with a keyboard and color ANSI monitor that are

Music

Announcement Trunk

Trunk
Lines

Remote Computer

CRT access to

computer
software

NEAX 2400

IMS

Attendant Management System

Operator Station

HDAC/Headset

ANSI monitor
& keyboard

Internal Station

Paging System

Computer with UNIX,

APM, Applications

Serial

Connection

Figure 1-1 Attendant Management System

The NEC Open Application s Interf ace (OAI) enables co mmunicati on between the
AMS and the NEAX2400 IMS. When the HDAC or D

term

is connected to the
NEAX2400, the OAI allows the screens on the ANSI monitors to show call
processing informa tion and the attendants to issue call processing r equests from the
keyboard.

N

e

t

w

o

r

k

NDA-30046 Revision 4.0 Page 1

Introduction Attendant Management System Operations Manual

Manual Organization

This manual is organized around the AMS Main Menu, as follows:

Chapter 2 – Installation

This chapter describes the hardware and software installation of AMS as well
as the configuration file s, databases, and other data and equi pment assignments
required by AMS.

Chapter 3 – Call Processing Option

This chapter provides an illustrated reference and procedural guide to all of the
functions provided to AMS attendants. If attendants are not authorized for
database management, entering an attendant login name and password moves
the attendant directly onto the Operator Menu.

Chapter 4 – Database Administration Option

This chapter describes management of the various types of database records
required by AMS, including employees, internal locations, external numbers
(ANI), route numbers, attendant stations, and speed-dial keys.

Chapter 5 – Extension Maintenance Option

This chapter describes management of all of the extensio ns that may be needed
for the Directory Assis tance function or for thos e that contain more inform ation
useful to an attendant when answering calls from an extension.

Chapter 6 – Login Name Maintenance Option

This chapter d escribes the functions a vailable for assigning a nd maintaining the
login names and passwords.

Chapter 7 – Real-Time Screening Option

This chapter des cribes how t he superviso r can displ ay attendant call proc essing
activity, with real-time display of changes as they occur in the system.

Chapter 8 – System Configuration Option

This chapter describes modifiable configuration par ameters that are basic to the
entire AMS system, including several that affect call processing activity,
incoming routes to each attendant, and the priority system by which incoming
calls are answered.

Chapter 9 – Display Configuration Option

This chapter describes the processes by which the supervisor can define the
fields that are displayed for input and for information during daily operation
within the AMS. You can use this option to make the AMS on-screen di spl ays
site-specific.

Chapter 10 – Platform Management

This chapter prov ides illustrate d instructions f or performing va rious tasks in th e
software platform that supports AMS, including backing up the database,
managing database indexes, re setting AMS screen col ors, and displaying AMS
records.

Chapter 11 – Process and Error Messages

This chapter presents an alphabetical list of the messages that may appear
throughout AMS screen operations, with a brief description of their meaning
and recovery measures, if needed.

Page 2 NDA-30046 Revision 4.0

Attendant Management System Operations Manual Introduction

Chapter Layout

Attendant Management System Tue Aug 17 09:02 am

Most often, Main Menu options are pathways to second-level menus of options,
new series of command functions, or Call Processing screen functions. The
chapters in this manual des cri be tasks in the same order as the tasks are presented
on the Main Menu and its submenus. Each multi-level chapter begins with an
overview of the entire chap ter. Then, each second-lev el menu option, command, or
function is descri bed in a separate section. Each sec ti on i ncludes an illustration of
the screen(s) o r wi ndo w(s) you use to perform a procedure, in formation related to
the procedure, and step-by-step instructions.

The graphics in this manual show both what is displayed on the terminal screens
and the movement from screen to screen, as shown below in Figure 1-2.

*** Main Menu ***

Call Processing
Database Administration
Quit

*** Database Administration ***

(1)

Employees

Internal
Route Numbers

(2)

(3)

*** Employees ***

Name:

Extension:

Title:

Procedures

Figure 1-2 Screen to Screen Movement

This manual shows moveme nt bet ween screens by numbers in parenthes es bes ide
each screen in the graphic. This movement is shown in the same way in each
procedure where the screens are discussed.

Each description includes step-by-step instructions on how to select and move to
the required screen and how to perform all possible actions. The procedures are
presented in a two-col umn l ayo ut. The left column contains the action to be taken
and the right column shows the results of that action. This manu al also provides the
field names on the left and the corresponding definitions on the right for screens
that require field entries.

Action Result

On the Main Menu, select the Database
Administration option. (1)

On the Database Administration menu,
select the Employees option.

The Database Administration menu
appears. (2)

The Employees data entry screen
appears for data entry. (3)

NDA-30046 Revision 4.0 Page 3

Introduction Attendant Management System Operations Manual

General Key Use

Operator Features

Throughout AMS, the followin g keys generally ser ve the purposes shown f or each:

Enter – Accepts a highlighted selection or field entry.
Esc – Generally exits the current scr een or action and redis plays the

last screen or action.
Arrow keys – Move the cursor in the direction shown.
Space Bar – Selects an option when more than one is available in a field;

serves to toggle among scrolled or side-by-side options in a

field.
Backspace – Erases any existing data in a field.
Tab key – Expands on-screen inf ormati on about e ntr ies to a highli ghted

field.

Note:

These keys gener ally work as noted above. However, certain procedur es use these
keys differently or use other keys and key combinations. This manual notes the
situations where these keys may differ.

AMS attendants experience the speed and accuracy of computer-enhanced call
processing. The AMS inte racti ve on-s creen inter face mak es it p ossibl e to pe rform
the functions common to a business attendant console, including:

• Display and retrieve call destinations from a computer database for automatic

• Park incoming calls on an announcement trunk for paging purposes and

• Enter messages for employees for later retrieval.

Supervisor Features

AMS provides the following user-friendly, menu-driven supervisory capabilities,
secured by password security, for managing AMS attendant resources:

• Administration of the large variety of databa se r ecords that are required by the

• Management of extension assignments within the AMS environment

• Management of system configuration information that affects data storage and

• Administration of the AM S password secu rity system and assignment of access

• Viewing of an on-screen display of real-time attendant activity

call placement.

subsequent retrieval.

AMS attendant features, including internal/external telephone numbers,
employee d a ta, and speed-dial keys

management as well as attendant call processing

levels

Page 4 NDA-30046 Revision 4.0

Attendant Management System Operations Manual Introduction

Unique Features

AMS offers unique features not available previously on the attendant consoles it
emulates. These features make it possible to custom-fit AMS services to each
organization’s needs. With AMS, you can tailor the database records to site
requirements and select the information displayed on the attendant screen for
source and destination callers.

Password Security Login Name

Login names can be configured with or without supervisor privileges. A login
name configured with supervisor privileges can access the Main Menu for
managing the system a nd the da tabas e. Othe r log in name s all ow the user to a ccess
call processing functions and can be configured for Database Administration
privileges.

Attendant

Call Processing
or
Call Processing
Database Administration

Password Entry

Supervisor

Database Administration

Extension Maintenance
Login Name Maintenance
Real-Time Screening
System Configuration

Display Configuration

Figure 1-3 Supervisor and Attendant Password Access Privileges

Attendant ID

If the attend ant enters 0 at the Attendant ID prompt in the password entry screen
from a network terminal, the login name must have supervisory privileges.
Otherwise, the attendant w ill not be allowed to log in to the AMS. When a login
name without supervisor privileges is entered with the Attendant ID of “0,” the
message “Does not have supervisory privileges” appears at the bottom of the
screen and the attendant must attempt to log in again. (See “Logging In From a

Network Terminal” on page 7 for more information.)

NDA-30046 Revision 4.0 Page 5

Introduction Attendant Management System Operations Manual

Entering and Exiting AMS

Logging In To a Static
Terminal

Attendant Management System

Type ams at the login prompt and press Enter to log in at the UNIX level. Enter
the password at the prompt if a password prompt appears. (Some systems do not
use access security at this level.)

Note:

The UNIX login may not be required if the AMS is configured to automatically
display the AMS login screen. (See “Constantly Display The Login Screen” on

page 32 for more informa tion.)

Once you are logged in to the static terminal, the AMS password entry screen
appears as shown in Figure 1-4 below.

Wed Feb 2 11:23 am

*** NEC Proprietary ***

Login Name:

Password:

<Enter> to accept, <Esc> to quit

Figure 1-4 Password Entry Screen for Static Terminals

Note:

T o enter AMS, you must type your logi n name and passwor d exa ctly as configur ed
by the Supervisor thr ough the L ogin Name Maintena nce option on the AMS Main
Menu. (See Chapter 6, “Login Name Maintenance,” on page 95 for more
information.)

At the Login Name prompt, type your login name and press Enter. The cursor
moves to the password prompt. Type your password and press Enter to enter the
AMS.

Page 6 NDA-30046 Revision 4.0

Attendant Management System Operations Manual Introduction

Logging In To a Static
Terminal (continued)

Logging In From a
Network Terminal

Depending on access privileges set up for the login name and the AMS
configuration at the site, one of the following appears:

• If the login name has Supervisor privileges, the full AMS menu appears, as
shown in Figure 1-9 on page 10.

• If the login name has Attendant privileges and the system is configured to
display the Call Processing screen, the Call Processing screen appears, as
shown in Figure 3-1 on page 37.

• If the login name has Database privil eges, the Main Me nu appears allo wing the
attendant to enter Call Processing, Database Administration, or exit the system.

• If the system is not configured to automatically display the Call Processing
screen, entering a l ogin name wit h Attendant pri vile ges dis plays a menu gi ving
only the options to enter the Call Processing screen or exit the AMS.

Type ams at the login prompt and press Enter to log in at the UNIX level. Enter
the password at the prompt if a password prompt appears. (Some systems do not
use access security at this level.)

Once you are logged in at the UNIX level, the AMS pa ssword entry scree n appears
as shown in Figure 1-5 below.

Attendant Management System

Attendant ID:

Login Name:

Figure 1-5 Password Entry Screen for Network Terminals

The AMS checks to see if the attendant is logging in from a static terminal or a
network terminal. If the AMS de termines that the attendan t is log ging in t hrough a
network, it checks the attendant’s unique Attendant ID in the database for the
attendant’s information.

Wed Feb 2 11:23 am

*** NEC Proprietary ***

Password:

<Enter> to accept, <Esc> to quit

NDA-30046 Revision 4.0 Page 7

Introduction Attendant Management System Operations Manual

Logging In From a
Network Terminal
(continued)

Attendant Management System

At the Attendant ID prompt, type your Attendant ID and press Enter. If the
Attendant ID is found in the AMS database, a window displays the information
associated with that Attendant ID to confirm that the Attendant ID is correct, as
shown in Figure 1-6 below.

Attendant 2

*** NEC Proprietary ***

Attendant ID:

Login Name:

Password:

<Enter> to accept, <Esc> to quit

2

Confirmation:

Personal Ext:

Virtual Ext:

Physical Ext: 3521

Wed Feb 2 11:23 am

3412
3432

Figure 1-6 Attendant ID Confirmation

If the information is not correct, use the available terminals are listed as shown in

Figure 1-7.

Attendant Management System

Att Lgcl Num Device

ATTENDANT 12
ATTENDANT 1
ATTENDANT 2 1026
ATTENDANT 4
ATTENDANT 7

ATTENDANT 8

Up/Down Arrows to move, <Enter> to Select, <Esc> to quit

1023
1024

1036
1055
1066

Wed Feb 2 11:23 am

/dev/null
/dev/null
/dev/null
/dev/null
/dev/null
/dev/null

Figure 1-7 Selecting the Attendant ID

Page 8 NDA-30046 Revision 4.0

Attendant Management System Operations Manual Introduction

WARNING:

in 10 seconds.

Press any key to continue

You will be automatically logged out

Logging In To a
Network Terminal
(continued)

Use the arrow ke ys to highli ght the entr y that correspon ds to your physical locati on
and phone and press Enter to select the Atte ndant ID. If there is not an Attendant
ID displayed for your physi cal location and phone, press Esc and exit the program.
Contact the Supervisor to add a new entry for this lo cation.

Note:

T o enter AMS, you must type your logi n name and passwor d exa ctly as configur ed
by the Supervisor thr ough t he Login Name Maint enance option on the AMS M ain
Menu. (See Chapter 6, “Login Name Maintenance,” on page 95 for more
information.)

At the Login Name prompt, type your login name and press Enter. The cursor
moves to the password prompt. Type your password and press Enter to enter the
AMS.

Depending on access privileges set up for the login name and the AMS
configuration at the site, one of the following appears:

• If the login name has Supervisor privileges, the full AMS menu appears, as
shown in Figure 1-9 on page 10.

• If the login name has Attendant privileges and the system is configured to
display the Call Processing screen, the Call Processing screen appears, as
shown in Figure 3-1 on page 37.

• If the login name has Dababase pr ivile ges, the Main Men u appears allo wing the
attendant to enter Call Processing, Database Administration, or exit the system.

• If the system is not configured to automatically display the Call Processing
screen, entering a l ogin name wit h Attendant pri vile ges dis plays a menu gi ving
only the options to enter the Call Processing screen or exit the AMS.

Logging Out

Note:

If you entered 0 at the Attendant ID prompt, your login name must have
supervisory privileges. (See “Password Security” on page 5 for more

information.)

To exit the AMS, press Q or Esc from the main menu, as shown in Figure 1-9 on

page 10.

The supervisor can conf igure the AMS to log out inactiv e attendants after a specifi c
amount of time through the

Inactivity Time-out (mins )

field in the Timer
Configuration screen. If a key is not pressed on the attendant’s keyboard after the
specified amount of inac tivity and the attendan t is not pro cessing a cal l, a warning
message appears alerting the attendant to the amount of time left before being
logged out. The supervisor can also configure the number of seconds of warning
before automatic logout. (See “Timer Configuration” on page 110 for more

information.)

Figure 1-8 Inactivity Advance Warning Message

NDA-30046 Revision 4.0 Page 9

Introduction Attendant Management System Operations Manual

Screen Format

The AMS Main Menu displayed in Fig ure 1-9 illust rates the areas of the screen that
are common to all levels of the menu hierarchy. These areas are identified in the
figure by letter and described below.

(a)

(b)

(c)

Attendant Management System

Arrow keys to move cursor, <Enter> to select, <Esc> to quit

Attendant Status

Figure 1-9 AMS Main Menu

Header (a)

The top line contains the name of the menu system (Attendant Management
System), identific ation of th e attendant console (i n this case , supervi sor), and a
time and date notation.

Supervisor

*** Main Menu ***

Database Administration

>

Extension Maintenance
Login Name Maintenance
Real-Time Screening
System Configuration
Display Configuration
Quit

Call Status

Tue Aug 17 09:02 am

Trnfr
DS

Calls Q’d

Interactive Window (b)

This is the working area of the screen where many different formats are
displayed, including lists of choices, data input windows, and information
displays. When the Call Processing option is displayed, this area is further
divided into mult iple working areas, depending upon the function sel ected. This
section, and its subsections, display available commands, or actions, and
instructions in t he use of the sc reen displ ay. (See Chap ter 3, “Call Proc essing ,”

on page 37 for more information.)

Page 10 NDA-30046 Revision 4.0

Attendant Management System Operations Manual Introduction

Screen Format (continued)

Status Area (c)

The bottom portion of the screen c ontains labeled ar eas with notes on functional
status and messages about call proces si ng. This porti on of th e scree n is always
displayed during a login session, whether the attendant or supervisor is
performing call processing or administrative functions. This area includes the
following subsections:

• Attendant Status – generally used for continuous display of messages that
reflect call processing selections or current database or system
administration functions. For instance, this area would display the name of
the person who does not answer in th e direct trans fer of a call. It would also
show the “on-line” or “off-line” status of the system. Error and function
completion messages also appear in this area.

• Call St atus – displays messages about all current call events. For instance,
the message “Extension Busy” shows an attempt to perform a Directory
Assistance transfer to an off-hook extension.

• Trnfr (Transfer) – makes it possible to select either of these two types of
transfers:

Screened (S) – A screened transf er places the source ca ller on hold with

music while the attendant ca ll is being placed to th e des­tination number. The attendant hears a ring-back tone
(RBT) while the destination station phone is ringing.
The attendant is connected to the destination station
when it is answered.

Direct (D) – A direct transfer c auses t he sour ce cal le r to he ar a RBT

while the destinat ion station p hone is ringing. T he atten­dant is automatically disconnected from both parties.
The source caller is directly connected to the destination
party without attendant screening of the transfer.

The default transfer type is set through the Configuration Management
option on the supervisor Main Menu. The type of transfer in effect is
highlighted.

NDA-30046 Revision 4.0 Page 11

Introduction Attendant Management System Operations Manual

This Page Left Blank.

Page 12 NDA-30046 Revision 4.0

Attendant Management System Operations Manual Installation And Setup

Chapter 2 Installation And Setup

Introduction

This chapter provid es a step-by-s tep descript ion of the inst allation a nd setup of t he
Attendant Management System. The following steps must be taken before AMS
can be installed:

1. Install SCO UNIX.

2. Install hardware and software for the:
(a) Workstation

(b)Tape drive
(c) Modem

3. Install the Applications Manager (APM).

4. Install Informix On line Database Version 5.0 and in accordance with the

Informix On-Line Database Installation Manual.

5. Create AMSSPACE.

Installation and setup of AMS is presented in the following sections:

Software Installation

This section discusses installation and configuration of the AMS software
components on the User Application Processor (UAP).

APM Application Configuration

AMS is internally supported by the APM and must therefore be set up in the
APM environment. This sect ion p re sen ts a det ailed description of the required
setup. Use the inst ructions provided in t he APM Operations Manual to make the
entries described in this section.

APM Database Support

AMS provides three default APM databases which are loaded during softwa re
installation. These databases can be changed through the APM Database
Administration option. This section defines the fields and entries that are
contained in this database. Use the instru ctions provided in the APM Operat ions
Manual to make any r equ ir ed changes to the database present ed in this section.

MAT Assignments

Specific data settings must be assigned at the NEAX2400 Maintenance
Administration Terminal (MAT) bef ore AMS will f unction. This section
specifies the required commands and the values at which they are to be set.

Preparing Attendant Stations

Initialization of the AMS component s begins in th e APM menus. Then, th e first
attendant station must be configured. These two steps enable you to enter the
AMS menus described in this section. This section also details how to display
the AMS login screen at all times and how to change hot-key access to
enhancement applications.

NDA-30046 Revision 4.0 Page 13

Installation And Setup Attendant Management System Operations Manual

Introduction (continued)

Checking Installation

The Applications Manager Operations Manual provides detailed instructions
for using the APM menus and for completing the data entry screens shown in
this manual. NEAX2400 IMS system manuals provide the procedures for
making the data assignments at the NEAX MAT.

Software Installation

This section describes the installation of AMS software from the release media and
describes the required AMS software configurations. Required input is shown in

boldface

Begin installation of AMS software from the Applications Manager (APM)
Platform Administration Main Menu. To display this menu, type in the login

apmadm

password and press
select and implement the Installation of Applications/Packages option from this
menu to load AMS software from release media. As the installation process
executes, follow t he steps descr ibed below as the y correspond to the screen dis play
and enter information as directed.

type.

at the UNIX prompt a nd press

. Using instructions in the APM Operations Manual,

Enter

. When prompted, type the assigned

Enter

Step 1: Super User
(Root) Password

Installation requires Super User (root) privileges.
Press Enter root Password: <Enter>

Figure 2-1 Super User Root

Enter the assigned root password. If an invalid pa ssword displays, the message
“Error entering su password. Installation failed” appears, and the installation
aborts.

If a valid password is entered, the following four pro mpts appear. (A few seconds
pass between each one.)

Checking Informix Database installation

Figure 2-2 Status Message (1 of 4)

Page 14 NDA-30046 Revision 4.0

Attendant Management System Operations Manual Installation And Setup

Step 1: Super User
(Root) Password
(continued)

Installing Informix boot up script

Figure 2-2 Status Message (2 of 4)

Starting Infomix Database engine

Figure 2-2 Status Message (3 of 4)

Step 2: ams/amsadm
Login Names

Installing amsadm getty definition on SCO UNIX.

Figure 2-2 Status Message (4 of 4)

The ams and amsadm login names are installed with the same user IDs. (Defaults
are 4020 and 4021, respectively.) Any change in the user ID value must be made
for both login nam es. Press Enter at the user ID prompt to accept the d efault valu e.

Installing ams user on SCO UNIX.
Enter (ams) user id {4020}: <Enter>

Figure 2-3 Login Name Installation (1 of 4)

After entering the AMS user ID, the following status messages appear:

Installing ams user on SCO UNIX.
Enter (ams) user id {4020}: <Enter>
User (ams) installed.

Figure 2-3 Login Name Installation (2 of 4)

NDA-30046 Revision 4.0 Page 15

Installation And Setup Attendant Management System Operations Manual

Step 2: ams/amsadm
Login Names
(continued)

Then AMS prompts for entry of an amsadm user ID. Press Enter at the user ID
prompt to accept the default value:

Installing amsadm user on SCO UNIX.
Enter (amsadm) user id {4021}: <Enter>

Figure 2-3 Login Name Installation (3 of 4)

After entering the a msadm user ID, t he statu s messages s hown below appe ar, with
a few seconds elapsing between lines:

Installing amsadm user on SCO UNIX.
Enter (amsadm) user id {4021}: <Enter>
User (amsadm) installed.

Figure 2-3 Login Name Installation (4 of 4)

The following status messages then appear:

Updating application crontab files

Figure 2-4 Status Message (1 of 2)

Installing application files [****** ]

Figure 2-4 Status Message (2 of 2)

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