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Mitel Inter-Tel User Manual

Attendant console
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M I T E L
®
Inter-Tel
Attendant Console
User Guide

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  • Page 1 M I T E L ® Inter-Tel Attendant Console User Guide...
  • Page 3 — Highlight the desired page zone in the Page Zones dialog and press ENTER OR select Begin Page OR double-click on the desired page zone. — Make your announcement before the Paging timer expires, then hang up. Part No. 835.2469-2 © 2008 Inter-Tel (Delaware), Incorporated, printed in the US...
  • Page 4 MESSAGES O LEAVE A MESSAGE AT THE STATION — Press CTRL+E OR select the Mess. Call icon. O LEAVE A VOICE MAIL MESSAGE — Press CTRL+O OR select the Leave VM icon. O LEAVE A SILENT MESSAGE WITHOUT PLACING A CALL —...

  • Page 5: Conference Calls

    CONFERENCE CALLS O BUILD A CONFERENCE You can build a conference from calls that are either connected or on individual hold in the main Call List. You cannot add ringing calls. — Highlight the desired call from the call list. —...
  • Page 6 NOTES...
  • Page 7 Attendant Console User Guide is released by Inter-Tel, Inc. as a guide for end-users. It provides information necessary to use the Attendant Console. The contents of this user guide, which reflect current Inter-Tel standards, are subject to revision or change without notice. Some features or applications mentioned may require a future release and are not available in the initial release.

  • Page 9: Limited Warranty

    In no event will Inter-Tel Integrated System's liability for any damages to you or any other person ever exceed the lower of suggested list price or actual price paid for the license to use the software, regardless of any form of the claim.

  • Page 10: Software License Agreement

    (hereinafter “Company” or “Inter-Tel”) that operates by means of the Software. “Authorized Dealer” means an individual or entity currently authorized in writing by agreement and in good standing with Inter-Tel entitling the dealer to sell or license the specific Software covered by this license. “Software” means: the computer programs...
  • Page 11 Inter-Tel software program(s). The Agreement is also terminated if You fail to comply with any term or condition of this Agreement. You agree to return to Inter-Tel the original diskette(s) and other applicable software media and all copies of the Inter-Tel Software program(s) upon such termination.
  • Page 12 (b) Inter-Tel and its third-party suppliers and vendors' liability and Your exclusive remedy shall be the replacement of any diskette(s) and/or other applicable soft- ware media that do not meet the warranty and which are returned to Inter-Tel or an authorized dealer together with a copy of Your paid receipt. THE ABOVE IS THE ONLY WARRANTY OF ANY KIND.
  • Page 13 This Agreement shall be governed by the laws of the State of Arizona. No failure or delay on the part of Inter-Tel to enforce its rights hereunder shall operate as a waiver of any right.

  • Page 15: Table Of Contents

    Tools Drop-Down Menu ........67 ® Inter-Tel Attendant Console User Guide...
  • Page 16 INDEX ..........129 ® Inter-Tel Attendant Console User Guide...

  • Page 17: Welcome

    Thank you for purchasing Inter-Tel’s Attendant Console version 3.1 software pack- age. The Attendant Console streamlines system attendant operations by linking the call processing capability of your Inter-Tel telephone system with your personal com- puter (PC). The Attendant Console software is installed on your PC and runs on one of the fol- lowing operating systems: ®...

  • Page 18: Major Enhancements For Version 3.0

    PART NUMBER Multi-Node Attendant Console V3.1 550.5310 Upgrade Multi-Node Attendant Console V3.1 550.5311 Single Node Attendant Console V3.1 550.5312 Upgrade Single Node Attendant Console V3.1 550.5313 NOTE: The software is provided on the CD-ROM (827.9272). ® Inter-Tel Attendant Console User Guide...

  • Page 19: Getting Started

    Diagnostics Tab ........26 ® Inter-Tel Attendant Console User Guide...

  • Page 20: System Requirements

    — A CD-ROM drive for installation from CD — A monitor with 800 x 600 resolution or higher (1024 x 768 recommended) — A keyboard — A two-button mouse — A parallel or USB port (for the software security key) ® Inter-Tel Attendant Console User Guide...

  • Page 21: Telephone System And Network

    Platform or Inter-Tel’s 5000 Network Communications Solutions. • The Inter-Tel Axxess system must be using version 5.1 or later software on all nodes (5.119 or later recommended) and the Inter-Tel 5000 system must be run- ning version 1.0 or later.

  • Page 22: Ct Gateway

    To install the software key, simply shut down Windows, turn off the power switch on your PC, and attach the appropriate end of the device to the parallel port or USB port on the back of your PC. ® Inter-Tel Attendant Console User Guide...

  • Page 23: Installing The Attendant Console Software

    < Drive>:\Program Files\Attendant Console , if it is not displayed, or the directory where the Attendant Console files will be stored on the selected drive. Click Next to continue (or Cancel to exit without performing the installa- tion). ® Inter-Tel Attendant Console User Guide...
  • Page 24 Register. — Clear Form: Clears all the fields. — Print Form: Launches Microsoft Notepad and automatically prints the form. — Register: Sends the registration information to Inter-Tel. 15. Restart the computer if prompted. NOTE: If the Console is installed on Windows2000 and requires a reboot, you must reboot the computer into an administrative account.

  • Page 25: Upgrading The Attendant Console Software

    To start the Attendant Console, do the following: 1. Ensure your PC is turned on and running the Windows operating system. 2. From the Windows Start menu, select Programs, then select Inter-Tel Atten- dant Console. The log on dialog box displays.

  • Page 26: Logging Off

    — Select the desired username from the drop-down list box, then click Delete User. Logging Off O LOG OFF THE ONSOLE — Select Log Off from the Console drop-down menu (see page 33 for information on drop-down menus). ® Inter-Tel Attendant Console User Guide...

  • Page 27: Performing A System Refresh

    Console and try again later. Also when the Console is connected to a System OAI Server, if the OAI Server connection fails during a system refresh, the console will restart the refresh when the connection is restored. ® Inter-Tel Attendant Console User Guide...

  • Page 28: Setting Attendant Console Properties

    The Options window includes options for User, Transfer, Program, Locations, Night Mode, Connection, Warnings, and Diagnostics preferences. User Tab The User tab, shown below, allows each Attendant Console user to set the following options for their username. ® Inter-Tel Attendant Console User Guide...
  • Page 29 If there is not a call holding for transfer, Skate Mode is ignored and the connected call is put on “holding for transfer” when a new call is made. — Skate to Hold: Places a call on hold. — Skate to Disconnect: Disconnects a call. ® Inter-Tel Attendant Console User Guide...
  • Page 30 Allow hold to toggle hold: You can double-click Hold to toggle the Hold status. • Always show the “details” in the directory ToolTip: The directory ToolTip will always show the details when it is displayed. ® Inter-Tel Attendant Console User Guide...

  • Page 31: Transfer Tab

    Perform immediate transfers to hunt groups: This check box is enabled only if the Default Transfer Type is “Announced.” The transfer call to a hunt group overrides the default transfer type and performs immediate transfer. ® Inter-Tel Attendant Console User Guide...
  • Page 32 If it is unchecked, you must use the Complete To Hold button. • Reset the directory after an immediate transfer: The name and number fields in the Directory list are reset after an immediate transfer. ® Inter-Tel Attendant Console User Guide...

  • Page 33: Program Tab

    — Perform system refresh at startup: Every time you startup the Console, the system updates the database information automatically. ® Inter-Tel Attendant Console User Guide...
  • Page 34 (the Call and Voice Mail call handling buttons and menus are disabled/grayed out). ® Inter-Tel Attendant Console User Guide...

  • Page 35: Locations Tab

    Custom Location: Allows you to add the specific description of the system loca- tion. To enter a custom description for the node: — Select the desired entry and click Edit. You can enter up to fifty characters in a location. ® Inter-Tel Attendant Console User Guide...

  • Page 36: Night Mode Tab

    The Night Mode tab, shown below, allows an Administrator to configure what will happen when the nodes are put in Night Mode. This tab also shows the night mode status of each node for all users. ® Inter-Tel Attendant Console User Guide...
  • Page 37 Attendant Console is communicating with and their locations. To select the desired nodes: — Check Put selected nodes in night mode, the Node list becomes editable, as shown below. Check the desired nodes and click OK. ® Inter-Tel Attendant Console User Guide...

  • Page 38: Connection Tab

    NOTE: You can also use your keyset to program a station password by entering the Program Station Password feature code (392). For more details, refer to the telephone system's Installation and Field Maintenance Manual. ® Inter-Tel Attendant Console User Guide...
  • Page 39 To add a server to the OAI Server list, highlight the desired server and click Add. You can only add one server at a time. ® Inter-Tel Attendant Console User Guide...
  • Page 40 Description: Enter the description of the IP address. — Click OK to accept the change, or Cancel to exit without making any changes. To remove an OAI Server: — Highlight the OAI Server you would like to remove. — Click Remove. ® Inter-Tel Attendant Console User Guide...

  • Page 41: Warnings Tab

    Logging on as a user other than the user set for automatic logon To enable a warning message: — Check the desired warning message. To disable a warning message: — Uncheck the desired warning message. ® Inter-Tel Attendant Console User Guide...

  • Page 42: Diagnostics Tab

    Not Communicating: A node is not communicating with the Console. — Details: When a node has a communication problem, the Details column dis- plays either “Unknown,” “Serial Port Problem,” “LAN Problem,” or Node(s) not connected.” ® Inter-Tel Attendant Console User Guide...
  • Page 43 5% of the available disk space, a warning message will appear. — Save Log Files: The Console automatically compresses the log files. To save the log files: — Click Save Log Files. The following screen appears. ® Inter-Tel Attendant Console User Guide...
  • Page 44 NOTE: If you would like to create multiple files, as shown above, reduce the number of bytes per log files in the Log File settings (see page 27). ® Inter-Tel Attendant Console User Guide...

  • Page 45: Using Attendant Console

    Shortcut Panels 1-4 ....... . . 66 ® Inter-Tel Attendant Console User Guide...
  • Page 46 DND/Reminder Tab ........103 Administrator Database Programming Planning Sheets ..105 ® Inter-Tel Attendant Console User Guide...

  • Page 47: Main Attendant Console Screen

    55 for more details. 6. Directory List — See page 43 for more details. 7. Index Buttons — See page 65 for more details. 8. Status Bar — See page 63 for more details. ® Inter-Tel Attendant Console User Guide...

  • Page 48: Call List

    — Forwarding to XXXX: The Attendant Console is in the process of forward- ing this call due to automatic forwarding, as configured in User Settings (see page 12). — Waiting on Hold: The call is on hold at another extension. ® Inter-Tel Attendant Console User Guide...

  • Page 49: Drop-Down Menus

    ALT+ the underlined letter in the menu title or list. Drop-Down Menus Console Drop-Down Menu When you select the Console drop-down menu, the screen, shown below, appears. This allows you to do the following: ® Inter-Tel Attendant Console User Guide...

  • Page 50: Log Off

    2. Check the settings you wish to import from the list and click OK. NOTE: If the Console cannot import some or all of the settings, it will display a dia- log stating which settings could not be imported. ® Inter-Tel Attendant Console User Guide...
  • Page 51 If you import group settings and there are groups that already exist in the Console, the Console will display the following dialog asking whether you wish to preserve, replace, or merge the existing group entry. ® Inter-Tel Attendant Console User Guide...

  • Page 52: Export Settings

    3. The next dialog, shown below, asks you if you would like to go to the folder where the data file is saved. Click Open Folder to open the folder or Close to exit. ® Inter-Tel Attendant Console User Guide...

  • Page 53: Night Mode

    Configure: Displays a dialog, shown below, that allows you to configure the nodes you want to take in and out of night mode. See page 20 for more informa- tion on the Night Mode Option. ® Inter-Tel Attendant Console User Guide...

  • Page 54: System Refresh

    You may change any settings, if desired. If you are not sure how you would like a particular setting, it is recommended that you not change it. Exit Exits the application. ® Inter-Tel Attendant Console User Guide...

  • Page 55: Call Handling Drop-Down Menu

    Toolbars (see page 61 for details on toolbars). The commands and descriptions are described in the following pages. For more details on how to handle calls, see refer- ence pages listed in the table. ® Inter-Tel Attendant Console User Guide...
  • Page 56 Adds the selected call to a conference list when setting up a conference. Leave a Message Leaves a message at the called station, then hangs up if you select it while you are on an intercom call. ® Inter-Tel Attendant Console User Guide...
  • Page 57 Adjusts the volume level on your phone. Allows you to change the appearance of the direc- tory list. Click this button, then place the help pointer over the portion on the Attendant Console where you need help. ® Inter-Tel Attendant Console User Guide...

  • Page 58: Directory Drop-Down Menu

    Hide Entry Hides the selected entry (cannot be used on custom entries). Custom Entry Allows you to add, edit, or remove custom entries. Properties Allows a System Administrator to configure directory entry proper- ties. ® Inter-Tel Attendant Console User Guide...

  • Page 59: Directory List

    For stations, the extended information includes the number of ringing calls, the num- ber of holding calls, a list with all the calls at the station, and a button (Pickup) for reverse transferring a call. ® Inter-Tel Attendant Console User Guide...
  • Page 60 Note that you are not limited to only one character. You can type more than one character (i.e., smi,ja). If you type “130” it will find and select the station with extension “1300.” You could continue typing to select the station with extension “1308.” ® Inter-Tel Attendant Console User Guide...
  • Page 61 Location: Displays the locations of stations. This is helpful in some multi-node situations to display the description of the node (i.e., Chandler - Node 1) where a particular station is located. NOTE: page 71 for instructions on using and customizing the Directory. ® Inter-Tel Attendant Console User Guide...
  • Page 62 The yellow book represents speed-dial bins. The mailbox stands for a voice mailbox, voice mail application, and voice mail access extensions. The entry is set to use Announced Transfer. The entry is set to use Immediate Transfer. ® Inter-Tel Attendant Console User Guide...

  • Page 63: Set Dnd

    4. Type the Forward Destination in the text box, then click OK. NOTE: For outside number destinations, the Attendant Console automatically insets the outgoing feature code. Do not include the outgoing access code in the number. ® Inter-Tel Attendant Console User Guide...

  • Page 64: Hide Entry

    If the description or number of the entry changes, the Attendant Console will automatically unhide and display the entry in the Directory. Custom entries cannot be hidden. (To remove custom entries from the Directory, see page 49.) ® Inter-Tel Attendant Console User Guide...

  • Page 65: Custom Entry

    Click Yes to remove the entry, or click No to cancel NOTE: The Edit and Remove options work only for custom entries. You cannot edit or remove a system entry. For information on changing system entries, see page ® Inter-Tel Attendant Console User Guide...

  • Page 66: Properties

    If a station does not have a mailbox, you must uncheck Has Mailbox in the Properties dialog. In the Axxess system versions 5.2 and later and Inter-Tel 5000 1.0 and later, the Console receives mailbox information from the System. If the “Get mailbox information from the telephone system”...
  • Page 67 If you made changes to the system entry, click OK. You are then prompted to enter the database programming password, as shown below NOTE: Without a valid password, an Administrator will not be able to change the sys- tem entry. ® Inter-Tel Attendant Console User Guide...
  • Page 68 Everyone can use this: Allows any Console user to be able to use this entry. • Mailbox only: Allows you to add an unassociated mailbox as a custom entry. Sample Properties for Hunt Groups: ® Inter-Tel Attendant Console User Guide...
  • Page 69 Sample Properties for Trunk Groups and Voice Mails: Sample Properties for Speed-Dial Bins: ® Inter-Tel Attendant Console User Guide...

  • Page 70: Volume Drop-Down Menu

    To mute or unmute the microphone: — Select Mute from the Volume drop-down menu Press CTRL+U. NOTE: When mute is on, the option will have a check, and the MUTE status bar will lit. ® Inter-Tel Attendant Console User Guide...

  • Page 71: Shortcuts Drop-Down Menu

    To display the shortcut buttons in the Main Attendant Console screen: 1. Select the desired shortcut panel(s) from the View drop-down menu. The Short- cut buttons appear on the main screen, as shown below. Shortcut Drop-Down Menu Shortcut Panels ® Inter-Tel Attendant Console User Guide...

  • Page 72: Setup Shortcuts

    Dial the selected directory entry • Dial custom digits • Dial a feature code • Perform a telephone feature (transfer, hang-up, answer) • Activate a specific tab or group • Tag a call • Pause for one second ® Inter-Tel Attendant Console User Guide...
  • Page 73 F12), the keypad keys (/, *, -, +), or any of the 40 shortcut buttons (ten per panel). The default settings are shown on the next page. After selecting the desired short- cut, click Next. The screen, shown on step 4., appears. ® Inter-Tel Attendant Console User Guide...
  • Page 74 Name Shortcut text box. Then, click Next. The screen, shown on the next page, appears. To return to the previ- ous screen, click Back. To cancel the programming with- out changing, click Cancel. ® Inter-Tel Attendant Console User Guide...
  • Page 75 7. After adding the shortcut actions, you may use the up and down arrow buttons to change the order of the actions, or select the action and click Edit to change the action specific information. Then, click Next. The last screen, shown on the next page, appears. ® Inter-Tel Attendant Console User Guide...
  • Page 76 Setup another shortcut: Takes you back to the first step. The Finish button changes to the Next button. 9. After selecting one of the above selections, click Finish to complete the pro- gramming or Cancel to finish it without changing. ® Inter-Tel Attendant Console User Guide...

  • Page 77: View Drop-Down Menu

    To display toolbar(s): — Select Toolbar from the View drop-down menu. To customize toolbar(s): — Select Customize Toolbar from the View drop-down menu. Then, follow the instructions on the next page. ® Inter-Tel Attendant Console User Guide...

  • Page 78: Customize Toolbar

    — Select No text labels from the Text Options drop-down list box. To show text labels in the toolbar: — Select Show text labels from the Text Options drop-down list box. To default the Toolbar: — Click Reset. ® Inter-Tel Attendant Console User Guide...

  • Page 79: Status Bar

    You can double-click the link status area to display the connection status (see page 26), or right click to display a menu that will bring up the connec- tion status. ® Inter-Tel Attendant Console User Guide...
  • Page 80 The night mode status is based on how the user has night mode configured, not necessarily all the nodes the Console is commu- nicating with. Only an Administrator can turn the Night Mode on and off. ® Inter-Tel Attendant Console User Guide...

  • Page 81: Directory

    Click a button that contains an initial letter of the desired name you are searching for. NOTE: If the directory is currently sorted by last/first name, the 123 index button will display all entries containing numbers as the first charac- ter in their last/first name column. ® Inter-Tel Attendant Console User Guide...

  • Page 82: Shortcut Panels 1-4

    Each shortcut panel contains 10 shortcut buttons. To customize a shortcut button, see page To display the shortcut panels in the Main Console screen: — Select the desired shortcut panel(s) from the View drop-down menu. ® Inter-Tel Attendant Console User Guide...

  • Page 83: Tools Drop-Down Menu

    When you select Customize Directory (or press CTRL+S) from the Tools drop- down menu, the following screen appears. Custom entries are useful for specifying guests or for people who share a phone or frequently called CO numbers. ® Inter-Tel Attendant Console User Guide...
  • Page 84 2. Click Remove from the Customize Directory dialog. NOTE: The Edit and Remove options work only for custom entries. You cannot edit or remove a system entry. For information on changing system entries, see page ® Inter-Tel Attendant Console User Guide...

  • Page 85: Group Setup

    To move an entry from the All available directory entries list: Highlight the entry and click Add. Or, double-click the entry in the Available list. As you add or delete names, the Directory Entries in Group list will be updated. ® Inter-Tel Attendant Console User Guide...
  • Page 86 2. Click Edit. The screen, shown on the right, appears. 3. Edit the information as needed and click To delete a group: 1. Select the group that you want to delete from the scroll box. 2. Click Delete. ® Inter-Tel Attendant Console User Guide...

  • Page 87: Hidden Entries

    If the description or number of the entry changes, the Attendant Console will automatically unhide and display the entry in the Directory. Custom entries cannot be hidden. (To remove custom entries from the Directory, see the section, “To remove a custom entry:” on page 68.) ® Inter-Tel Attendant Console User Guide...

  • Page 88: Inter-Tel ® Attendant Console User Guide

    When you call a number from the Call Log, the area code is not dialed if it matches your home area code. The Attendant Console gives you the option of edit- ing the phone number before dialing by displaying the number. ® Inter-Tel Attendant Console User Guide...
  • Page 89 — Click Remove. To remove all Call Log entries: — Click Remove All. To move a Call Log entry to your Directory: — Highlight the entry. — Click Add To Directory. ® Inter-Tel Attendant Console User Guide...

  • Page 90: Statistics

    When a conference is made each call in the conference is counted as handled and the conference call is treated as a new call. Calls that automatically for- ward are not counted as handled. ® Inter-Tel Attendant Console User Guide...
  • Page 91 When a user logs off with active calls, the call statistic times are treated as though the call disconnected at that time. When a user logs on with active calls, the call statistic times start from the time they log on. ® Inter-Tel Attendant Console User Guide...
  • Page 92 ® ® • For Microsoft Windows 2000, the path is: C:\Documents and Settings\All Users\Application Data\ Inter-Tel\Inter-Tel Attendant Console\Stats • For Microsoft Windows XP, the path is: C:\Documents and Settings\All Users\Application Data\ Inter-Tel\Inter-Tel Attendant Console\Stats ® • For Microsoft Windows Vista...

  • Page 93: Conference

    When you select Dial Pad (or press CTRL+D) from the Tools drop-down menu, the following screen appears. This allows you to use dial pad on the screen. The dial pad can float anywhere on the screen. ® Inter-Tel Attendant Console User Guide...

  • Page 94: Feature Codes

    1. If the feature code will require additional digits, enter them in the Number box. Or, to use the entry highlighted in the Directory, check Use Directory. 2. Highlight the desired feature code in the list and then click Execute. Double-click the desired feature code. ® Inter-Tel Attendant Console User Guide...

  • Page 95: Messages

    See page 92 details on how to respond to a message. NOTE: If a station-to-station message is left more than once between the same two extension numbers, the message count will only display 1. ® Inter-Tel Attendant Console User Guide...

  • Page 96: Page Zones

    Console. The following fields are programmable using the Attendant Console Data- base Programming: — Station information for individual stations — DND and Reminder messages For more information on how to program, refer to “Programming Station Informa- tion” on page 95. ® Inter-Tel Attendant Console User Guide...

  • Page 97: Help Drop-Down Menu

    • Troubleshooting: Displays troubleshooting information. • Send Feedback: Allows you to send comments to Inter-Tel. If you would like to send feedback to Inter-Tel, enter the required information in the form and click Send. — Clear Form: Clears all the fields.

  • Page 98: Handling Calls

    When you answer a call, the system hangs up the currently connected call or “skates” it to hold, depending on your User Settings (see page 12). If you are paging or connected to voice mail, answering a new call will always disconnect the page or call. ® Inter-Tel Attendant Console User Guide...

  • Page 99: Hanging Up

    Hang-Up ends an operation or disconnects a call, the same as hanging up the handset on your phone. To hang up, do one of the following: — Click Hang-up from the Toolbar Select Hang-Up from the Call Handling drop-down menu Press the Hang-Up function key (defaults to F12). ® Inter-Tel Attendant Console User Guide...

  • Page 100: Transferring Calls

    Directory List. NOTE: This method overrides any of the default transfers: the Default Transfer Type, the Hunt Group/Voice Mail immediate transfer options, and the Transfer Type options (see pages 15 respectively). ® Inter-Tel Attendant Console User Guide...

  • Page 101: Announced Transfer

    — Select the destination number in the directory, and click Voice Mail in the direc- tory or press CTRL+ENTER Click Trans VM from the Toolbar Selecting Transfer to Voice Mail from the Call Handling drop-down menu. ® Inter-Tel Attendant Console User Guide...

  • Page 102: Canceling A Transfer

    To place the call on hold at the destination station, do one of the following: — Click Comp.Hold from the Toolbar Select Complete To Hold from the Call Handling drop-down menu (if you have “Hold” To Complete Transfer Hold enabled, press Hold or F10). ® Inter-Tel Attendant Console User Guide...

  • Page 103: Transferring A Call Without Hot Dialing

    Select Split from the Call Handling drop-down menu Press the Split function key (defaults to F4). To return to the announcement call: — Select Split again. These steps can be repeated as often as necessary. ® Inter-Tel Attendant Console User Guide...

  • Page 104: Putting Calls On Hold

    To place a call on System Hold, do one of the following: — Click Sys Hold from the Toolbar Select System Hold from the Call Handling drop-down menu. ® Inter-Tel Attendant Console User Guide...

  • Page 105: Conference Calls

    — Press CTRL+N (this option is available only while you are on a call) Press CTRL+R Click Conference from the Toolbar. The following screen appears. NOTE: If you pressed CTRL+N, skip step 2. 2. Drag and drop the highlighted call onto the Conference Setup dialog. ® Inter-Tel Attendant Console User Guide...

  • Page 106: Connecting A Conference

    1. Place the conference on hold by moving it to the Conference Setup dialog, as described above. 2. Place a call to the party you wish to add and move that call to the Conference Setup dialog. 3. Click Begin. ® Inter-Tel Attendant Console User Guide...

  • Page 107: Inter-Station Messages

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

  • Page 108: Responding To A Message

    — From the Messages dialog (displayed through the Tools drop-down menu), high- light the message and click Remove. To remove all the messages in the list: — From the Messages dialog, click Remove All. ® Inter-Tel Attendant Console User Guide...

  • Page 109: Dialing A Feature Code

    To dial a feature code when you are not dialing over a call: — Type the exclamation point (!) followed by the feature code you want to dial in the Number or Name text box. The Console interprets the exclamation point as the keyset’s SPCL key. ® Inter-Tel Attendant Console User Guide...

  • Page 110: Dialing Digits

    Dial Pad, Select Dial Pad from the Tools pull-down menu (or press CTRL+D) Press and hold ALT while typing the number you want to dial. NOTE: In addition, you can press ALT+SHIFT+3 to dial a pound and ALT+SHIFT+8 to dial an asterisk. ® Inter-Tel Attendant Console User Guide...

  • Page 111: Programming Station Information

    3. After you enter a valid password, the Attendant Console will retrieve data from the system. When the data transfer is complete, you will see the following screen. From this screen you can perform any of the programming procedures described in the following pages. ® Inter-Tel Attendant Console User Guide...
  • Page 112 You can also use your Administrator station to program a database pass- word by entering the Program Database feature code (9932). For more details, refer to the telephone system's Installation and Field Maintenance Manual or Administrator's Guide. ® Inter-Tel Attendant Console User Guide...

  • Page 113: Station Tab

    — Station information can be sorted in ascending order by column by simply select- ing on that column’s header. You may also rearrange the columns by simply drag- ging column headers to the desired position. ® Inter-Tel Attendant Console User Guide...
  • Page 114 If you enter a conflicting extension number, you will see an error message that tells you the extension already exists. To clear the error message click OK. The extension returns to its previous setting and you can enter a new number. ® Inter-Tel Attendant Console User Guide...
  • Page 115 3. Enter the extension number of the station you wish to serve as the attendant for this station. If you attempt to change the Administrator flag for your own station or for a single-line station, you will see an error message. ® Inter-Tel Attendant Console User Guide...
  • Page 116 The Swap feature is available on nodes that are running OAI protocol ver- sion 6.1 or later. 1. Highlight the station you would like to swap with in the Station tab, shown below, and click Swap. The screen, shown on the next page, appears. ® Inter-Tel Attendant Console User Guide...
  • Page 117 2. The dialog contains only the devices that the Console can swap with (i.e., you cannot swap a keyset with a single line). 3. Highlight the station you would like to swap with and click OK. ® Inter-Tel Attendant Console User Guide...
  • Page 118 Click <-Remove All to move all restrictions to the Exclude list. 4. When the Include Toll Restrictions list is correct, click OK to save your changes and exit. (Or to exit without saving changes, click Cancel.) ® Inter-Tel Attendant Console User Guide...

  • Page 119: Dnd/Reminder Tab

    The Attendant Console can be used to program only the Primary Lan- guage messages. To enter Japanese characters, you must use your keyset. The default Do-Not-Disturb and Reminder messages are shown in the Program Planning Sheet on pages 106 and 107. ® Inter-Tel Attendant Console User Guide...
  • Page 120 Reminder below the list. The following screen appears: 2. Enter the new message in the text box. Click OK to save your changes and exit to the previous screen. (Or click Cancel to exit without saving changes.) ® Inter-Tel Attendant Console User Guide...

  • Page 121: Administrator Database Programming Planning Sheets

    STATION PROGRAMMING: For each station to be programmed, record the following infor- mation: Description: Username: Extension Number: This station's attendant: Administrator station? Yes or No Toll restriction classes of service: CHANGING STATION EXTENSION NUMBERS: OLD EXTENSION NUMBER NEW EXTENSION NUMBER ® Inter-Tel Attendant Console User Guide...
  • Page 122 MESSAGE 13 (OUT UNTIL) MESSAGE 14 (WITH A CLIENT) MESSAGE 15 (WITH A GUEST) MESSAGE 16 (UNAVAILABLE) MESSAGE 17 (IN CONFERENCE) MESSAGE 18 (AWAY FROM DESK) MESSAGE 19 (GONE HOME) MESSAGE 20 (OUT TO LUNCH) ® Inter-Tel Attendant Console User Guide...
  • Page 123 MESSAGE 12 (CALL MARKETING): MESSAGE 13 (CALL ACCOUNTING): MESSAGE 14 (CANCEL DND): MESSAGE 15 (CANCEL CALL FWD): MESSAGE 16 (TAKE MEDICATION): MESSAGE 17 (MAKE RESERVATION): MESSAGE 18 (REVIEW SCHEDULE): MESSAGE 19 (LUNCH): MESSAGE 20 (REMINDER): ® Inter-Tel Attendant Console User Guide...

  • Page 125: Troubleshooting

    Inter-Tel Axxess Converged Communications Platform and the Inter-Tel 5000 Network Communications Solutions. It includes a discussion of error messages and answers to commonly asked questions about Attendant Console opera- tion. If you cannot locate the troubleshooting information you need in this chapter, call your Inter-Tel dealer for additional assistance.

  • Page 126: Frequently Asked Questions About Oai Configuration

    Gateway and only requires a single TCP/IP connection to the switch. A single Switch Transceiver, or CPC or CP Server for the Axxess system, or a CS-5200/ 5400/5600 for the Inter-Tel 5000 is still required to send the OAI stream in a TCP/IP format.
  • Page 127 OAI stream must be sent in a TCP/IP format across the LAN/WAN. Note that the CPC and CP Server in the Axxess system and the CS-5200/5400/5600 in the Inter-Tel 5000 system requires the CT Gateway to unify the OAI streams from multiple nodes.
  • Page 128 PAL is no longer required and instead you must have System OAI Events and System OAI Third Party Call Control Premium Features enabled on all nodes or you must have the Premium Features Licensing for the Inter-Tel 5000 system. By using System Level OAI, the application becomes much more interactive.

  • Page 129: Troubleshooting The Installation

    Never change more than one variable at a time when troubleshooting hardware. • The Inter-Tel Axxess system must be using version 5.1 or later software on all nodes (5.119 or later recommended) and the Inter-Tel 5000 system must be run- ning version 1.0 or later.

  • Page 130: Error Messages

    Console drop-down menu. On the Con- nection tab, select the OAI Server and click Edit. If the OAI Server is the CT Gateway, the IP address must match the IP address in the CT Gateway Application Settings dialog. ® Inter-Tel Attendant Console User Guide...
  • Page 131 System OAI Switch Transceiver (Axxess only), or Call Processing Card (CPC) or CP Server for Axxess or CS-5200/5400/5600 for their Inter-Tel 5000, or Axel Office Server. CT Gateway or OAI Server not Verify the OAI Server is running, that it is com-...
  • Page 132 Restart the server. (Axxess only), CPC, Call Pro- cessing Server in an Axxess system, or the CS-5200/5400/ 5600 in the Inter-Tel 5000 sys- tem not responding server In an Axxess system, the Axel Only one application can use a serial port. Ver-...
  • Page 133 Console drop-down menu. On the Connec- Axxess system or the CS-5200/ tion tab, select the OAI Server and click Edit. 5400/5600 in the Inter-Tel 5000 This password must match the password system not responding required by the OAI Server.
  • Page 134 Check the Attendant Console computer Wins- Down ure of your network subsystem. Sock, protocol stack, network driver, and net- work interface card configuration. Restart the computer. If the problem persists, you may need to reinstall TCP/IP. ® Inter-Tel Attendant Console User Guide...
  • Page 135 Route See “Network is Unreachable” Host Ports Attendant Console Exceeded unable to connect to the OAI Server at this time because the server is already communicat- ing with the maximum number of client applications. ® Inter-Tel Attendant Console User Guide...
  • Page 136 TCP/IP version required by to see if Microsoft has an update or patch to sion Attendant Console. resolve the version conflict. Protocol Install the TCP Protocol from the Windows Net- Not Installed work Control Panel. ® Inter-Tel Attendant Console User Guide...
  • Page 137 If the OAI Server is a Switch Transceiver, CPC, the correct node. or CP Server in an Axxess system or a CS- 5200/5400/5600 in an Inter-Tel 5000 system, and the Attendant Station node number is cor- rect, the Attendant Console must connect to a different OAI Server.
  • Page 138 Select System - Cabinets - CPU - Sock- ets in the System Database Programming. • Change the System OAI Level 2's value to Yes. In an Inter-Tel 5000 system, to enable System OAI Level 2 sockets your telephone System Administrator needs to: • Select Communication Server -Sockets in the System Database Programming.
  • Page 139 OAI password. To do so, select Options from Axxess system or a CS-5200/ the Console drop-down menu. On the Connec- 5400/5600 in an Inter-Tel 5000 tion tab, select the OAI Server and click Edit. system not responding This password must match the password required by the OAI Server.

  • Page 140: Frequently Asked Questions

    A: The telephone system Intercom Directory and phone display identifies intercom numbers using their programmed usernames, while the Attendant Console direc- tory uses their programmed description. The description reflects the directory name format of the telephone system database (Last, First). ® Inter-Tel Attendant Console User Guide...

  • Page 141: Muting Your Phone Microphone

    NOTE: Federal and State law may prohibit the use of this feature to record in cer- tain circumstances. Inter-Tel does not give any legal advice on this subject. Con- tact your attorney for guidance on the use of this feature.

  • Page 142: Time Differences

    A: The telephone system’s elapsed call time starts when the call is picked up by the phone system. The Attendant Console’s elapsed call time starts when the call reaches your phone. NOTE: In an Axxess system version 5.3 or higher, the elapsed time will match. ® Inter-Tel Attendant Console User Guide...

  • Page 143: Mailbox Settings

    A: “Has Mailbox” is available only when a station or hunt group is selected. Also, if you are running the Axxess system version 5.2 or later software or Inter-Tel 5000 version 1.0, this option is never available, because the Attendant Console receives the mailbox information directly from the Telephone System.

  • Page 145: Index

    Conference 31, 77, 89, 90 Do-not-disturb Conference button 89 messages 47 Conference call adding a call 3 setting other stations 47 Conference Calls 89, 125 Download telephone system data 11 adding a call 90 Drag and drop ® Inter-Tel Attendant Console User Guide...
  • Page 146 Hide entry 48 Network Hold 88 setting time 1 individual 88 synchronizing clocks 1 system 88 NGT 2, 63 Holding calls 88 Night Mode 20, 37, 63 How to handle calls 82 tab 20 ® Inter-Tel Attendant Console User Guide...
  • Page 147 Setup shortcuts 56 Upgrading the Attendant Console software 9 Shortcut keys 31, 55 User options 15 using 55 User settings 12 Shortcut Panels 1-4 66 User tab 12 Shortcuts drop-down menu 55 Using Attendant Console 29 ® Inter-Tel Attendant Console User Guide...
  • Page 148 Volume menu 33 Video card 4 View drop-down menu 61 View menu 33 shortcut panels 55 Warnings tab 25 Voice mail Welcome 1 group lists 2 Window tabs 31 mailbox maintenance 2 Windows Operating Systems 1 ® Inter-Tel Attendant Console User Guide...
  • Page 150 Part No. 835.2270 Issue 3.1, April 2008 A946/3381A...

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