NEC PC Attendant Console User Guide

92600ATTY3

PC Attendant Console User Guide

Connecting Your PC Attendant Console

Note: See inside back cover for telephone

system programming details.

Nothing contained in this guide shall be deemed to be, and this guide does not constitute, a warranty of, or representation with respect to, any of the equipment covered. This guide is subject to change without notice and NEC America has no obligation to provide any updates or corrections to this guide. Further, NEC America also reserves the right, without prior notice, to make changes in equipment design or components as it deems appropriate. No representation is made that this guide is complete or accurate in all respects and NEC America shall not be liable for any errors or omissions. In no event shall NEC America be liable for any incidental or consequential damages in connection with the use of this guide. ©2001 by NEC America. All Rights Reserved. Printed in U.S.A.

Table of Contents

Getting Started. . . . . . . . . . . . . . . . . . . . . . . . 1

Understanding the PC Attendant Console Layout. . . . . . . . . 1

Using the Feature Keys and Dial Pad. . . . . . . . . . . . . . . . . . 2

Selecting Feature Keys with the Mouse . . . . . . . . . . . . . 2

Selecting Feature Keys from the Keyboard . . . . . . . . . . 2

Dialing Numbers with the Mouse . . . . . . . . . . . . . . . . . . 2

Dialing Numbers from the Keyboard . . . . . . . . . . . . . . . 2

Using the Feature Keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

How to Use Each Feature Key . . . . . . . . . . . . . . . . . . . . 3

Using the Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

The Loop Keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Understanding Loop Keys . . . . . . . . . . . . . . . . . . . . . . . 6

Function Keys and the Menu Bar . . . . . . . . . . . . . . . . . . . . 6

Using Function Keys . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Accessing Options Through Menus . . . . . . . . . . . . . . . . 6

Understanding the System Programming Screen . . . . . . . . . 7

Setting the System Programming Screen Options. . . . . . 7

Directory Setup . . . . . . . . . . . . . . . . . . . . . . . 9

Setting up the Directories . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Understanding the Directories . . . . . . . . . . . . . . . . . . . . 9

Setting up the Internal Directory . . . . . . . . . . . . . . . . . . 9

Setting up the External Directory . . . . . . . . . . . . . . . . . 11

Setting up the Feature Directory . . . . . . . . . . . . . . . . . . 12

Setting up the Functions Directory. . . . . . . . . . . . . . . . 14

Programmable Key Codes . . . . . . . . . . . . . . . . . . . . . . 15

Using the Directories. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Selecting a Directory . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Choosing a Directory Entry . . . . . . . . . . . . . . . . . . . . . 16

An Example. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Using Function Keys . . . . . . . . . . . . . . . . . . 17

How to Use the Function Keys . . . . . . . . . . . . . . . . . . . . . 17

Permanent Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Feature Dial Strings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Assigning Function Keys . . . . . . . . . . . . . . . . . . . . . . . . . . 19

The Basics . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Outside Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Answering Outside Calls . . . . . . . . . . . . . . . . . . . . . . . 21

Placing Outside Calls. . . . . . . . . . . . . . . . . . . . . . . . . . 21

Clearing Outside Calls . . . . . . . . . . . . . . . . . . . . . . . . . 21

Intercom Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Calling a Co-worker on the Intercom . . . . . . . . . . . . . . 22

Answering an Intercom Call. . . . . . . . . . . . . . . . . . . . . 22

Clearing Intercom Calls . . . . . . . . . . . . . . . . . . . . . . . . 22

Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Having a Call Wait at Your Phone . . . . . . . . . . . . . . . . 23

Table of Contents (cont’d)

Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Transferring a Call to a Co-worker . . . . . . . . . . . . . . . . 23

Conference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Adding Callers to Your Conversation . . . . . . . . . . . . . . 24

Advanced Features . . . . . . . . . . . . . . . . . . . 25

Account Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Alarm . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Call Forwarding. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Callback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Department Calling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Department Step Calling . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Dial Number Preview . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Direct Station Selection (DSS). . . . . . . . . . . . . . . . . . . . . . 29

The Direct Station Selection (DSS) Screen. . . . . . . . . . 29

Other DSS Screen Functions . . . . . . . . . . . . . . . . . . . . 29

Using DSS Names . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Returning to the Console Display. . . . . . . . . . . . . . . . . 30

Directed Call Pickup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Do Not Disturb . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Forced Trunk Disconnect. . . . . . . . . . . . . . . . . . . . . . . . . . 32

Group Call Pickup. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Hotline . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Last Number Redial. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Message Waiting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Night Service. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Paging. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Park . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Selectable Display Messages . . . . . . . . . . . . . . . . . . . . . . . 40

Time and Date. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Trunk Queuing and Camp On . . . . . . . . . . . . . . . . . . . . . . 41

Voice Mail. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Voice Over . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Programming Notes (Inside Back Cover)

Understanding the PC Attendant Console Layout

Menu Bar

Use the Menu Bar to set the console’s options. See Directory

Setup and Using Function Keys sections

along with Using the Menu Bar later in this

section for more.

Status Window

Look at the Status Window to find out important information about your call.

Loop Keys

Loop Keys display your new calls, calls on Hold and Parked calls. See

Loop Keys in The Basics section for more.

Dial Pad and Volume Controls

Directly dial number from the dial pad – and use Volume Control to adjust your speaker’s volume. See Dialing

Numbers and Volume Controls later in this section for more.

Function Keys

Function Keys give you one-touch access to your choice of features.

See the Using Function

Keys section for more.

See also:

For answering Intercom calls. When active, this key also shows the total number of ringing Intercom calls. The total includes the ringing call plus those “stacked up” (i.e., waiting in queue) behind it. For example, the example at left (2) shows that there is one ringing call and another waiting in queue behind it.

See also:

Outside Calls in The Basics

Intercom in The Basics

This key lest you answer Hold, Transfer and Park recalls. These are calls you processed that were not picked up by your co-workers. When active, this key also shows the total number of calls recalling. The total includes the ringing call plus those “stacked up” (i.e., waiting in queue) behind it. For example, the example at left (2) shows that there is one call recalling and another recall waiting in queue behind it.

See also

Park in Advanced Features

Allows you to leave and retrieve Messages Waiting through the Message Pad. Click on this key to pop up the Message Pad. When active, this key also shows the number of messages you left at an extension.

See also

: Hold and Transfer in The Basics;

: Message Waiting in Advanced Features

Getting Started

Using the Feature Keys

How to Use Each Feature Key (cont’d)

With this key, place and answer Camp On requests at busy extensions and trunks.

See also:

Make a Department Step Call.

See also:

Advanced Features

Provides Intercom dial tone for dialing coworkers, features and outside lines. Selecting this key automatically selects the first available Loop Key. Typing + on the numeric keypad is the same as pressing Call.

Cancels your current action and returns the console to the idle mode. For example, if you select

Call for Intercom dial tone, you can select Clear to return to idle without making a call.

T yping - on the numeric keypad is the same as pressing Clear.

Camp On in Advanced Features

Department Step Calling in

One of your most important call processing keys, use Transfer along with Call to transfer (extend) calls to co-workers.

See also

Any time you want to put a call in a temporary waiting state, select Hold. This places your active call on Hold at the first available loop key.

See also:

Selecting DSS accesses the DSS Console screen. This screen provides you with oneclick access to extensions.

See also

Features.

: Transfer in The Basics.

Hold in The Basics.

Use the Volume keys to adjust the vol- ume in your headset receiver. Click ▲ to increase the volume; click ▼ to decrease the volume. The volume you set will say in force until you change it.

: Direct Station Selection in Advanced

Using the Feature Keys Using the Directory

How to Use Each Feature Key (cont’d)

Automatically pages into Paging Zone 1. See also: Paging in Advanced Features.

Select this key when you want to Park your active call in a system Park Orbit. (Use Pickup below to pick up the parked calls.)

See also

Used to pick up a call waiting in a Park Orbit. (Use Park above to park the call.)

See also

Automatically redials the last outside number you dialed.

See also

Features

: Park in Advanced Features.

: Last Number Redial in Advanced

Using the Directory

The Directory provides you access co-workers, outside numbers and features by selecting names instead of dialing codes. For example, to call Pats Pizza, go to the External

Directory, type Pats Pizza and press Enter.

There is no need to look up the number or dial any digits.

In addition, the Directory lets you program and use up to 21 Programmable Function Keys. Use these keys for one-button access to outside lines, features (such as Park Orbits) and co-workers (via Hotlines).

To find out more about the Directory, go to the Directory Setup section later in this guide.

Getting Started

The Loop Keys Function Keys and the Menu Bar

Understanding Loop Keys

The six Loop Keys provide a visual indication of the calls you process. For example, if your console is idle and you answer an outside call, it uses loop key 1. If you place the call on Hold and answer a second call, the second call uses loop key 2. (The first call goes on Hold on loop key 1.)

Your console selects loop keys from left to right. For example, if you have calls on loop keys 2 and 3 and you answer a third call, it uses loop key 1 (provided it was available). Athird call you answer uses loop key 3.

The Loop Keys also show you the status of each call:

HOLD — The loop key call is on Hold. RECALL — The loop key call is recalling your console. LIVE — The loop key call is your current active call. TxFER — You have transferred this loop key call to a

co-worker.

Using Function Keys

Assign Function Keys to give you one-button access to features not normally on your console. If you find, for example, that you are frequently dialing up an External Paging Zone in your warehouse, program a function key for that feature. Instead of selection Call and dialing the zone’s code, just press the key. See also: Using the Function Keys later in this guide.

Accessing Options Through Menus

Use the menus to select additional console functions. Menus permit you to program the Directory, Feature Codes, Function Keys and additional System Options.

In this guide, selecting options off the menus uses the syntax

Menu ➩ Option ➩ Option. For example, Program ➩ Function Keys ➩ F1 means choose Function Keys from the

Program menu and press F1.

Understanding the System Programming Screen

Setting the System Programming Screen Options

Use the System Programming Screen to change selected options for your console, including:

●

Attendant Extension Number

This is the extension number of your console. Normally, your console connects to port 1 and uses extension 301. If your console uses a different port — or your system has revised extension numbering — you’ll have to change this number.

●

Attendant Ringing Frequency

Calls ring your console at this frequency (defaulted to 488 Hz). For calls to ring at a higher pitch, increase this number (e.g., 600 Hz). For calls to ring at a lower pitch, decrease this number (e.g., 300 Hz).

●

Dialing Pause Time (mS)

If you program a pause in a dial string (by entering ,), the system waits this interval before outdialing the digits after the pause. The default is 500 mS (.5 second). Enter a larger number (e.g., 1000 = 1 second) to increase the pause; a smaller number to decrease the pause (e.g., 250 = 1/4 second).

●

Page Dial String

When you select the Page key to make a paging announcement, the console selects the zone based on the codes entered in this field. The default entry is +,8011 (page internal zone 1). You can change the entry to any other internal, external or combined paging zone. Refer to Using Function Keys for more on entering dial strings.

●

Idle Display Message

Use these fields to enter the message your console displays when it is idle. Enter any message you choose (up to 35 characters).

●

Balloon Help

Balloon Help is available for the function keys and feature keys (except for DSS, Page, Park, Pickup and Redial). When you place the mouse cursor above the key, the key’s function displays in the window just to the right of F12. You can selectively enable Balloon Help for function keys, feature keys or both.

To set the System Programming options:

1. Program ➩ System

2. Select the field you want to modify and change the data.

3. Select when you are done.

Getting Started

Setting up the Directories

Understanding the Directories

The console Directory gives you quick access to co-workers, outside lines (Speed Dial), selected features and 21 Programmable Function keys. There are four types of directories:

●

Internal

The Internal Directory consists of your co-worker’s names and extension numbers. You can call a co-worker by typing their name or clicking on their name with the mouse. See Using the Directories later in this section for more.

●

External

Use the External Directory to place outside calls by selecting names instead of dialing manually. This Directory is similar to Speed Dial — except that you dial by name instead of selecting a bin. See Using the Directories later in this section for more.

●

Feature

The Feature Directory lets you implement a feature by selecting its name. For example, you can select Sales Account Code from the Feature Directory to automatically enter an Account Code for your call. See Using the Directories later in this section for more.

●

Functions

The Functions Directory provides 21 Programmable Keys (just like the keys on a keyset). Initially, all these keys are undefined, but you can assign them to many other functions. See Using the Directories later in this section for more.

Setting up the Internal Directory

To access the Internal Directory programming screen:

1. Program ➩ Internal Directory. You see:

To add a new entry to the Internal Directory:

1. Select .

The cursor automatically advances to the Last

Name field in the Edit, Modify window.

2. In the Last Name field, type in your co-worker’s last name.

3. Press Tab and type your co-worker’s first name in the

First Name field.

Directory Setup

Setting up the Directories (cont’d)

Setting up the Internal Directory (cont’d)

4. Press Tab and type your co-worker’s extension number in the

Extension field.

5. Double-click in the Key Number field and enter the DSS key number for your co-worker’s extension.

This entry must agree with the data in Program

1103 for your console. Refer to Programming Notes on the inside back cover of this guide for more.

5. Click on ? to the right of the DX2 Alias field to start the automatic setup routine.

You phone system will automatically set up a commu-

nications link with the extension you are programming.

6. After the setup completes, save your entry.

You return to Internal Directory Programming.

To change an existing entry in the Internal Directory:

1. Select the extension you want to change in the Lookup field.

2. Select .

The cursor automatically advances to the Last

Name field in the Edit, Modify window.

3. Change the Last Name, First Name, Extension and DX2 Alias fields as required.

4. Select to save your entry.

You return to the Internal Directory Programming

Screen.

To erase an existing entry in the Internal Directory:

1. Select the extension you want to erase in the Lookup field.

2. Select .

The console deletes the entry from the Lookup field.

To change the way the Lookup field displays:

1. Click the Last Name radio button to have extensions display alphabetically by last name.

OR Click the Extension radio button to have extensions display numerically (lowest number first).

The quit the screen you are in without making any additional changes:

1. Select or (depending on the screen).

Setting up the Directories (cont’d)

Setting up the External Directory

To access the External Directory programming screen:

1. Program ➩ External Directory. You see:

To add a new entry to the External Directory:

1. Select .

The cursor automatically advances to the Last

Name field in the Edit, Modify window.

2. In the Name 1 field, type in the name of the party you want to call.

3. Press Tab and type the second part of the parties name (if

any) in the Name 2 field.

4. Press Tab. In the Dial String field, type the dial string that

will access the party you want to call.

For example, entering +912039265400 will access an outside line and dial 1 203 926 5400. In most cases, you’ll want to include the outside line access code in the dial string. For more on the dial strings you can enter, refer to Feature Dial Strings in the Using Function Keys section.

5. Select to save your entry.

You return to the External Directory Programming Screen.

To change an existing entry in the External Directory:

1. Select the name you want to change in the Lookup field.

2. Select .

The cursor automatically advances to the Name 1 field in the Edit, Modify window.

3. Change the Name 1, Name 2, and Dial String fields as required.

Directory Setup

+ 35 hidden pages