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Inter-Tel Attendant Console User Manual

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  • Page 1 Attendant Console User Guide...
  • Page 3 ® This Inter-Tel Attendant Console User Guide is released by Inter-Tel, Inc. as a guide for end-users. It provides information necessary to use the Attendant Console. The contents of this user guide, which reflect current Inter-Tel standards, are subject to revision or change without notice.
  • Page 5 — 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. 835.2469-1 ©Inter-Tel, Inc. March 2002 printed in USA...
  • Page 6 This procedure places only your system in night mode. In a multi-node network, if you will be placing other nodes into night mode, you may want to pro- gram a shortcut key to enable and disable Network Night Mode. For more details, refer to the Attendant Console User Guide.
  • Page 7 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 8 NOTES...

  • Page 9: Table Of Contents

    USING ATTENDANT CONSOLE ......29 Main Attendant Console Screen ....... 31 Call List .
  • Page 10 Frequently Asked Questions ....... . . 124 Attendant Console Setup Options ......124 Screen Will Not Pop-Up .

  • Page 11: 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 12: 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 13 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 14 (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 15 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 16 ® Inter-Tel Attendant Console User Guide...

  • Page 17: Welcome

    Inter-Tel telephone system with your personal com- puter (PC). The Attendant Console software is loaded on your PC and runs on Microsoft Win- dows 98, Windows 2000, Windows Millennium Edition, Windows NT 4.0 with Ser- vice Pack 3 or higher, and Windows XP.

  • Page 18: Related Documentation

    If you are a System Administrator, you should also obtain a copy of the telephone sys- tem Administrator’s Guide for instructions on using the special Administrator fea- tures. UMBERS The Attendant Console is available in the following packages: PACKAGE PART NUMBER Multi-Node Attendant Console V3.0 550.5310...

  • Page 19: Getting Started

    Telephone System and Network ......4 Attendant Console ........5 Attendant Console Database Programming .

  • Page 20: System Requirements

    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 and later.

  • Page 21: Ct Gateway

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

  • Page 22: Software Security Key

    The software security key must be attached to the parallel port or USB port on your PC for you to use the Attendant Console software. Without the key, the software will remain in demonstration mode. The key does not affect the functionality of the paral- lel port.
  • Page 23 12. After all files have been installed, the Attendant Console will display a window asking if you want to add a shortcut for the Attendant Console to the Windows Start Menu or the desktop and if you want to launch the Attendant Console on start-up.

  • Page 24: Upgrading The Attendant Console Software

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

  • Page 25: Logging Off

    — Select the desired name from the drop-down list of previously entered names, then click Log On. The system displays the message, “Retrieving System Infor- mation.” If this is the first time you have used the Attendant Console, the system will perform a refresh. NOTE: If a second user logs on, the program automatically logs off the previous user.

  • Page 26: Performing A System Refresh

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

  • Page 27: 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. • Automatic Forwarding: Provides an overflow location for incoming calls. You may specify how many calls are allowed on your extension.
  • Page 28 Font Setup: Allows you to change the font type and size used for the lists. — Change: The following dialog box appears. Select the desired font, style, and size from the scrolling lists, then click OK to apply. — Restore Default: Returns to the default font. ® Inter-Tel Attendant Console User Guide...
  • Page 29 Restore program when call rings: Your Attendant Console screen moves to the front when a call rings in, or pops up the Attendant Console screen if the program is minimized. (If you are using the Windows 98 or 2000 operating system, this feature may not work.

  • Page 30: Transfer Tab

    Transfer Tab The Transfer tab allows each Attendant Console user to set the following call options. • Default Transfer Type: Is the transfer type used when you press ENTER or use hot dialing. Your options are Announced Transfer or Immediate Transfer.
  • Page 31 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 32: Program Tab

    The Program tab defines information that the Console needs to determine, such as which calls are local and which are toll calls. It also defines settings for the call log. NOTE: These settings affect all Attendant Console users. • Get mailbox information from the telephone system: Allows you to get mail- box information from the telephone system.
  • Page 33 (the Call and Voice Mail call handling buttons and menus are disabled/grayed out). ® Inter-Tel Attendant Console User Guide...

  • Page 34: 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 35: Night Mode Tab

    — Put selected nodes in night mode: Allows you to choose what nodes to put in and out of night mode from a list. The list will contain all the nodes that the Attendant Console is communicating with and their locations. ®...

  • Page 36: Connection Tab

    Check the desired nodes and click OK. Connection Tab The Connection tab is used to set up communication with the telephone system. This information must be entered correctly for the Attendant Console to work. If you do not know the information, contact your Telephone Administrator. •...
  • Page 37 Program Station Password feature code (392). For more details, refer to the telephone system's Installation and Field Maintenance Manual. • Reconnect: Reconnects your Attendant Console to the system. • OAI Server: Allows you to specify a list of OAI Servers to which the Console can connect.
  • Page 38 — Add: Adds servers manually. When you click Add, the Add OAI Connec- tion dialog, shown below, appears. To add (or edit) an OAI Server: — Click Add (or Edit). The Edit/Add OAI Connection dialog appears. ® Inter-Tel Attendant Console User Guide...
  • Page 39 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 40: Warnings Tab

    Warnings Tab The Warning tab allows you to choose whether you want see warning messages before you do any of the actions listed below. • Exiting the Attendant Console with the close button • Starting a database programming session •...

  • Page 41: Diagnostics Tab

    When the file reaches the maximum size specified in Diagnostics tab, the Attendant Console automatically erases the file and starts over. If several log files are maintained, the oldest will be erased and a new one started.
  • Page 42 The initial file name will be .zip but subsequent zip files will contain the extensions in the form of .z02, .z03 and so on, as shown on the next page. ® Inter-Tel Attendant Console User Guide...
  • Page 43 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 26). ® Inter-Tel Attendant Console User Guide...
  • Page 44 ® Inter-Tel Attendant Console User Guide...

  • Page 45: Using Attendant Console

    PAGE Main Attendant Console Screen ....... 31 Call List ........... 32 Drop-Down Menus .
  • Page 46 DND/Reminder Tab ........104 Administrator Database Programming Planning Sheets ..106 ® Inter-Tel Attendant Console User Guide...

  • Page 47: Main Attendant Console Screen

    TTENDANT ONSOLE CREEN The main screen of the Attendant Console has two functional areas: the call handling and directory areas. All of which are described in the following pages. To resize the viewing area: — Place the mouse pointer on the bar dividing the Call Handling and Directory areas until it changes to a double line with arrows.

  • Page 48: Call List

    — Waiting: You called a busy hunt group and the call has camped on. — Forwarding to XXXX: The Attendant Console is in the process of forward- ing this call due to automatic forwarding, as configured in User Settings (see page 11).
  • Page 49 — Forwarded from XXXX: The call was forwarded to you. — Ringing: The call is ringing and it is not a recall, transfer, or forward call. — Hunt Group Call: The call is ringing a hunt group that you are logged into. ® Inter-Tel Attendant Console User Guide...

  • Page 50: Drop-Down Menus

    When you select the Console drop-down menu, the screen, shown below, appears. This allows you to do the following: Log Off This allows you to log off of the Attendant Console but does not close the application. ® Inter-Tel Attendant Console User Guide...

  • Page 51: Import Settings

    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 52 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 53: 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 54: Night Mode

    View: Displays the Night Mode Status dialog box, as shown below. This shows the night mode status for each node with which the Attendant Console is commu- nicating. From this screen, you can also put individual nodes in and out of night mode.

  • Page 55: System Refresh

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

  • Page 56: Call Handling Drop-Down Menu

    Toolbars (see page 63 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 57 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 58 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 59: 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 60: 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 61 Number or Name: You can search for a specific station by simply typing text or digits in the Number or Name box, shown below, in the Directory. The Attendant Console attempts to match characters with the data in the “Last” or “First” column and numeric characters with the data in the “Number” column.
  • Page 62 If an extension is in more than one state, all states are listed. The Attendant Console always lists the forward path, then the do-not-disturb message, followed by the status. See next page for status pictures.
  • Page 63 Ringing telephone Ringing telephone in do-not-disturb Ringing telephone that is forwarded The question mark is a custom entry that the Attendant Console cannot identify. The white phone is a custom entry that the Attendant Console recognizes as a station, but for which it cannot supply the status (it may be on another node).

  • Page 64: Set Dnd

    Answer, and Forward if Busy or No Answer. 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...

  • Page 65: Hide Entry

    4. Select Unhide. NOTE: If the description or number of the entry changes, the Attendant Console will automatically unhide and display the entry in the Directory. Custom entries cannot be hidden. (To remove custom entries from the Directory, see page 50.)

  • Page 66: Custom Entry

    (*), hyphen (-), comma (,), pause (P), flash (F), explanation (!), and parenthesis ( ) symbols. The Attendant Console verifies the information entered If you want any Attendant Console user to be able to use this entry, check Every- one can use this.

  • Page 67: Properties

    Setting the transfer type in the Properties overrides both the Default Transfer Type and the Hunt Group/Voice Mail immediate transfer options (see page 14). To set the transfer type: — Click on the desired type in the Properties dialog. ® Inter-Tel Attendant Console User Guide...
  • Page 68 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 69 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 70 Sample Properties for Trunk Groups and Voice Mails: Sample Properties for Speed-Dial Bins: ® Inter-Tel Attendant Console User Guide...

  • Page 71: Volume Drop-Down Menu

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

  • Page 72: Shortcuts Drop-Down Menu

    This menu allows you to access to the features assigned to shortcut buttons 1-10. You can customize your Attendant Console with up to 40 shortcut buttons. The buttons can be displayed on up to four panels, each with ten buttons.
  • Page 73 The CTRL keys work even if the first ten are programmed differently from their default values. For example, if you change the Imm. Transfer button to Answer, the CTRL+1 will now answer a call and not perform the Imm. Transfer. ® Inter-Tel Attendant Console User Guide...

  • Page 74: Setup Shortcuts

    The screen, shown below, appears. NOTE: To display the shortcut panels on the Attendant Console screen, select Shortcut Panel 1-4 in the View drop-down menu. 2. If you prefer not to show the Welcome page again, check Do not show this Welcome page again.
  • Page 75 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 76 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 77 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 78 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 79: 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 80: 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 81: Status Bar

    You can double-click the link status area to display the connection status (see page 25), or right click to display a menu that will bring up the connec- tion status. ® Inter-Tel Attendant Console User Guide...
  • Page 82 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 83: 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 84: 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 85: 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 86 (*), hyphen (-), comma (,), pause (P), flash (F), explanation (!), and parenthesis ( ) symbols. The Attendant Console verifies the information entered If you want any Attendant Console user to be able to use this entry, check Every- one can use this.

  • Page 87: Group Setup

    This screen allows you to create new group(s) for the Directory. You can use groups to control the displayed extension list in the Directory for easy access. In the default Attendant Console database, there are three groups: Inside Numbers, Outside Numbers, and Everyone. These default groups cannot be modified.
  • Page 88 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 89: Hidden Entries

    2. Click Hide. NOTE: If the description or number of the entry changes, the Attendant Console will automatically unhide and display the entry in the Directory. Custom entries cannot be hidden. (To remove custom entries from the Directory, see the section, “To remove a...

  • Page 90: 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.
  • Page 91 — 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 92: Statistics

    Statistics When you select Statistics from the Tools drop-down menu, the following screen appears. Call handling statistics are tracked by the Attendant Console. You can also view cumulative statistics by opening the archive files that are stored in the Attendant Console/Stats directory.
  • Page 93 — Average Hold Time: Shows the average time IC and CO calls were on indi- vidual hold, not including time that they are recalling from hold. — Total Talk Time: Shows the total time the Attendant Console was connected to both IC and CO calls.

  • Page 94: 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 95: 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 96: Messages

    See page 94 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 97: Page Zones

    2. Make your announcement before the Paging timer expires, then hang up. Database Programming Any Administrator station can perform database programming using the Attendant Console. The following fields are programmable using the Attendant Console Data- base Programming: — Station information for individual stations —...

  • Page 98: Help Drop-Down Menu

    Help Drop-Down Menu When you select Help from the Tools drop-down menu, the following menu appears. Select this menu for access to Attendant Console Help and information on the Atten- dant Console software. • Contents: Displays the contents of the help file.

  • Page 99: Handling Calls

    1. Select Number or Name in the Directory and begin typing the name or the tele- phone number you wish to dial. The Attendant Console searches the directory for the name or number as you type it, and displays a list of partial matches. To decrease the number of matches, continue to enter characters and narrow the search until you can see the name or number you want to select.

  • Page 100: 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 101: 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 14 respectively). ® Inter-Tel Attendant Console User Guide...

  • Page 102: 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 103: 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 104: 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 105: Canceling A Transfer

    You can cancel a transfer at any time before the transfer is completed. Do one of the following: — Click Cancel Trn. from the Toolbar Press the Cancel Transfer function key (defaults to F6) Select Cancel Transfer from the Call Handling drop-down menu. ® Inter-Tel Attendant Console User Guide...

  • Page 106: 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 107: Conference Calls

    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. 3. The Attendant Console copies the call into the Conference Setup list, as shown below. ® Inter-Tel...

  • Page 108: Connecting A Conference

    Connecting a Conference When you have built your Conference list, you are ready to connect the conference call. — Click Begin on the Conference dialog. The Attendant Console removes all entries from the Conference Setup list, removes the individual calls from your Call List, and adds the conference call as a connected call in the Call List.

  • Page 109: Inter-Station Messages

    Inter-Station Messages In the Axxess system version 5.1, the Attendant Console has no knowledge of specific voice mail boxes, as it does not receive information about them. Therefore, the Atten- dant Console assumes every station has a voice mail box. If a station does not have a mailbox, you must highlight the station in the directory and uncheck Has Mailbox in the Directory Entry Properties dialog.

  • Page 110: Responding To A Message

    — Highlight the message and click Reply Double-click on the message. When you have responded to a message, the Attendant Console removes that message from the message list. However, if you do not save or delete a voice mail message, the Voice Processing Unit will restore the message indications.

  • Page 111: Dialing A Feature Code

    — Press ALT+SHIFT+1 to dial SPCL.Then, do one of the following: — Dial the digit(s) by pressing the buttons on the Attendant Console Dial Pad. To display the Dial Pad, Select Dial Pad from the Tools pull-down menu (or press CTRL+D).

  • Page 112: Dialing Digits

    To dial digit(s) while you are connected to a call, do one of the following: — Dial the digit(s) by clicking the buttons on the Attendant Console Dial Pad. To display the 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.

  • Page 113: Programming Station Information

    OK. (If there is no password, simply click OK.) 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.
  • Page 114 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 Adm- nistrator's Guide. ® Inter-Tel Attendant Console User Guide...

  • Page 115: Station Tab

    1300 Smith, Jamie 1315 If you type Smith, Ja it will find “Smith, Jack.” You could continue typing to select the station with description “Smith, Jamie” or you could begin editing the highlighted station. ® Inter-Tel Attendant Console User Guide...
  • Page 116 To clear the error message click OK. The attendant extension returns to its pre- vious setting and you can enter a new number. ® Inter-Tel Attendant Console User Guide...
  • Page 117 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 118 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 119 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 120: Dnd/Reminder Tab

    English, British English, Spanish, and Japanese.) NOTE: 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...
  • Page 121 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 122: 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 123 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 124 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

    Troubleshooting This chapter contains troubleshooting information for the Attendant Console that is ® ® used with the Inter-Tel Axxess Converged Communications Platform and the Inter- Tel 5000 Network Communications Solutions. It includes a discussion of error mes- sages and answers to commonly asked questions about Attendant Console operation.
  • Page 126 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 for the Inter-Tel 5000 is still required to send the OAI stream in a TCP/IP format.
  • Page 127 NTER SYSTEMS A: The Attendant Console connected to the Axxess system and all of the nodes con- nected to a CP Gateway require the System OAI Events and System OAI Third Party Call Control PAL Feature Units enabled (total 60 units for versions 5.3 and earlier and 30 units for versions 6.0 and later).
  • Page 128 A: An Application Transceiver is software that converts the OAI stream from a TCP/IP format to RS232. The Application Transceiver is used only with pro- grams that can communicate only via RS232. The Attendant Console communi- cates via TCP/IP, so you never need an Application Transceiver to run the Attendant Console.

  • 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 and later.

  • Page 130: Error Messages

    ESSAGES CONNECTION ERRORS The Attendant Console connects to the telephone system via a System OAI Server. When the attempt to connect fails, the system provides short error messages in the start-up window. The Attendant Console will automatically retry the connection every 15 seconds.
  • Page 131 Server. The OAI Server can be the CT Gateway, System OAI Switch Transceiver (Axxess only), or Call Processing Card (CPC) or CP Server for Axxess or CS-5200/5400 for ther Inter-Tel 5000, or Axel Office Server. CT Gateway or OAI Server not...
  • Page 132 Restart the server. (Axxess only), CPC, Call Pro- cessing Server in an Axxess system, or the CS-5200/5400 in the Inter-Tel 5000 system not responding server In an Axxess system, the Axel Only one application can use a serial port. Verify...
  • Page 133 ERROR POSSIBLE PROBLEM CT Server, Switch Transceiver Verify the Attendant Console is using the correct (Axxess only), CPC, or Call OAI password. To do so, select Options from Processing Server the Console drop-down menu. On the Connec- Axxess system or the CS-5200/ tion tab, select the OAI Server and click Edit.
  • Page 134 Caused Connection Abort” on page 120. Network This error could indicate a fail- 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.
  • Page 135 Sub- Windows cannot fulfill commu- Verify that networking and TCP/IP is correctly system nication requirements of Atten- and fully installed on the Attendant Console Unavailable dant Console because the computer. You might need to reinstall network- underlying system is currently ing, TCP/IP, or Windows to correct this problem.
  • Page 136 If it does respond, then try recon- necting. If the Attendant Console still doesn’t work, the OAI Server may have terminated.Ping the router address. If using a serial connection, the local router is the IP address of the host you initially logged into with SLIP or PPP.Ping a local...
  • 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 in an Inter-Tel 5000 system, and the Attendant Station node number is correct, 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 "telnet <axel_ip_addr> 4096". Select Connections from the Tools Setup menu. Switch Transceiver, CPC, or Verify the Attendant Console is using the correct Call Processing Server in an OAI password. To do so, select Options from Axxess system or a CS-5200/ the Console drop-down menu.

  • Page 140: Frequently Asked Questions

    Therefore, if you are using another program, like Word, and a call rings in, Win- dows 98 may prevent the Attendant Console from popping in front of Word, but will instead force the Attendant Console to blink in the task bar.

  • 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. Contact your attorney for guidance on the use of this feature. DIALING A FEATURE CODE OR DIGITS WHILE ON A CALL...

  • Page 142: Time Differences

    PHONE SYSTEM S ELAPSED CALL TIME 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.

  • 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 144 ® Inter-Tel Attendant Console User Guide...

  • Page 145: Index

    Custom directory 81 Answering calls 83 Custom entry 50 Attendant Console 5 Customize directory 73 Attendant Console setup options 124 Attendant stations 100 Database programming 81, 109, 127 Date and time display Begin Conference button 3, 91, 92 programming 1...
  • Page 146 91 Drop-down menus 31, 34 Immediate transfer 85 Individual Hold button 90 Installing the Attendant Console Software 6 Entering Information 99 Intercom calls Error messages 114 messages 106 software installation 113 Inter-station messages 93, 106 Exit 39 Extension numbers 100...
  • Page 147 Software security key 6 Sorting and moving columns 99 Split between the announcement call and transfer party 88 Page tab 1, 31 Starting the Attendant Console application 8 Page Zones 81 Station description 124 system refresh 10 Station off-hook alarm 2...
  • Page 148 Volume drop-down menu 55 Video card 4 Volume menu 34 View drop-down menu 63 View menu 34 shortcut panels 56 Warnings tab 24 Voice mail Welcome 1 group lists 2 mailbox maintenance 2 Window tabs 31 ® Inter-Tel Attendant Console User Guide...
  • Page 150 Part No. 835.2270 Issue 3.0, May 2005 A946/3381A...

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