NEC Calculator NDA 30103 004 User Manual

OpenWorX BUSINESS ATTENDANT SYSTEM  
USER GUIDE  
NEC America, Inc.  
NDA-30103-004  
Revision 4.0  
November, 2001  
Stock # 0221191  
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OpenWorX Business Attendant System User Guide  
CONTENTS  
Page  
TABLE OF CONTENTS  
Chapter 1 - Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1  
Chapter 2 - Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9  
Chapter 3 - Processing Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25  
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CONTENTS  
OpenWorX Business Attendant System User Guide  
Page  
Chapter 4 - Configuring the User Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51  
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OpenWorX Business Attendant System User Guide  
CONTENTS  
Page  
Chapter 5 - Working With the Directory. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67  
Chapter 6 - Using the Wave File Recording Features . . . . . . . . . . . . . . . . . . . . . . . . . 77  
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OpenWorX Business Attendant System User Guide  
FIGURES  
Page  
LIST OF FIGURES  
Figure  
Title  
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OpenWorX Business Attendant System User Guide  
TABLES  
Page  
LIST OF TABLES  
Table  
Title  
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TABLES  
OpenWorX Business Attendant System User Guide  
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OpenWorX Business Attendant System User Guide  
Introduction  
Chapter 1 Introduction  
The Business Attendant System User Guide provides the information you need to  
work with the Business Attendant System Client application.  
Chapter Topics  
What is the Business Attendant System?  
The Business Attendant System is an OpenWorX application that brings the basic  
functionality of the business attendant console to the desktop of a Windows-based  
workstation. The Business Attendant System uses the NEC Open Applications  
Interface (OAI) to communicate with the NEAX 2400 or NEAX 2000. When  
connected to the NEC PBX, OAI shows call processing information on the  
attendant screen and allows the attendants to issue call processing requests with  
their keyboard or mouse. The Business Attendant System extends the attendant’s  
capabilities with database-driven console features and loops that provide powerful  
call handling and directory assistance services.  
The Business Attendant System consists of the following components:  
The Business Attendant System—Client application allows the attendants to  
process calls with a graphical user interface. The Business Attendant System—  
Client is referred to in this document as the Business Attendant Client.  
The Business Attendant System—Administrator application is used by  
administrators to configure the Business Attendant System components. The  
Business Attendant System—Administrator application is referred to in this  
document as the Business Attendant Administrator.  
The Business Attendant System—Server provides connectivity between the  
Business Attendant System and the PBX. The Business Attendant System—  
Server is referred to in this document as the Business Attendant Server.  
Refer to the Business Attendant System Administration Guide for information  
about the Business Attendant Administrator application and refer to the Business  
Attendant System Installation Guide for information about the installing the  
Business Attendant System software.  
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Introduction  
OpenWorX Business Attendant System User Guide  
How This Guide is Organized  
This chapter outlines how to use the manual, including the actual manual  
organization, chapter layout, keyboard conventions, function keys, and basic  
terminology for the Business Attendant System.  
This chapter gives a detailed overview of the Business Attendant System and its  
functions and features, including the hardware and software requirements, screen  
format, and menu descriptions.  
This chapter describes how to perform call processing procedures in the Business  
Attendant Client application.  
This chapter shows you how to customize the Business Attendant Client to meet  
your preferences and change your password.  
This chapter describes how to use the Business Attendant Client directories,  
including how to add, modify, and delete individual directory entries.  
This chapter shows you how to work with recorded greetings and recorded calls in  
the Business Attendant Client.  
This appendix describes the error messages that can be encountered when using the  
Business Attendant System Client application, including the potential causes of the  
error, and suggested solutions to resolve the error.  
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OpenWorX Business Attendant System User Guide  
Introduction  
Using This Guide  
This guide is designed to make the attendant station easy to understand and simple  
to use. There are examples of the screens you will see in the Business Attendant  
Client, with step-by-step instructions for the procedures you need to perform.  
Note: The screens and procedures shown in this guide represent the typical installation  
of the Business Attendant System. Remember that the Business Attendant System  
can be customized for each site, so the screens shown in this guide may not  
always reflect what displays on your attendant station.  
Document  
This guide uses the following conventions:  
Conventions  
Table 1-1 Document Conventions  
When you see  
Boldfaced  
It means  
Field names  
Example  
Enter the ID in the Name field.  
Click Save.  
Button names  
Drop-down list names  
Select the names from the  
Employees drop-down list.  
Enter login admin at the  
Commands, keywords, or command prompt.  
other user input  
Capitalized  
Menu names  
From the File menu, choose  
Save.  
Window names  
Dialog box names  
From the Directory window,  
select Edit > Modify.  
Click OK to save and close the  
Account Properties dialog box.  
Menu > Submenu  
Menu paths  
Select Edit > Modify.  
(boldfaced font)  
CTRL+S  
CTRL+Shift+S  
Shortcut keys  
Function keys  
Press CTRL+S to save your  
changes.  
F2  
Press F1 to access the online  
help.  
Click  
Click the left mouse  
button  
Click OK to save your  
changes.  
Right-click  
Click the right mouse  
button  
Right-click and select Delete  
from the shortcut menu.  
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Introduction  
OpenWorX Business Attendant System User Guide  
Procedures  
Step-by-step instructions are numbered. Simply follow the numbered steps to  
perform the desired function.  
Sometimes in step-by-step instructions, you will have more than one option to  
complete the task. These options are presented in bulleted lists, as shown in the  
following example:  
1. Do one of the following to add a field to the Employee directory.  
Select the desired field from the Employee field and click Add.  
Double-click the desired field from the Employee field.  
To select all of the available fields, click Add all.  
Keyboard Conventions  
The general keys used throughout Business Attendant System are:  
Table 1-2 General Key Conventions  
Key  
Arrow keys  
Action  
Scrolls among options within a menu or field.  
Erases the character to the left of the cursor.  
Backspace  
Enter  
Accepts a selection or field entry. Also will transfer to  
an entered number or selected entry in the directory.  
ESC  
Exits the current screen or action and moves to the  
previous screen or action.  
Function keys  
Provide direct access to the different tasks that an  
attendant can perform. Refer to “Summary of Shortcut  
and Function Keys” on page 5 for a brief description of  
the function keys and their assigned functions.  
Tab  
Moves forward through fields and options.  
Moves backward through fields and options.  
Moves forward through tabs.  
Shift+Tab  
CTRL+Tab  
CTRL+Shift+Tab  
Space Bar  
Moves backward through tabs.  
Answers an incoming call or answers a held call when  
there are no more queued calls.  
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OpenWorX Business Attendant System User Guide  
Introduction  
Summary of Shortcut and Function Keys  
Use the following keys in the Line Status window:  
Table 1-3 Business Attendant System Shortcut and Function Keys  
To Choose  
Shortcut Key  
Function Key  
Answer  
ALT+A  
ALT+L  
ALT+D  
ALT+H  
ALT+U  
ALT+B  
ALT+S  
ALT+X  
ALT+F  
ALT+S  
ALT+N  
ALT+R  
ALT+P  
ALT+V  
ALT+K  
ALT+J  
None  
CTRL+F7  
None  
Announce Call  
Dial  
Hold  
F5  
Unhold  
F3  
Blind Transfer  
Screened Transfer  
Transfer to Voice Mail  
Conference  
F6  
F7  
CTRL+F6  
F9  
Toggle Source/Destination  
Cancel  
F10  
F2  
Release  
F12  
Busy Camp  
F11  
Override  
CTRL+F4  
F8  
Park  
Join with Parked Call  
Retrieve Parked Call  
Save Recording  
Open the Directory window  
Open the Speed Dials window  
CTRL+ALT+F8  
CTRL+F8  
CTRL+F9  
None  
ALT+E  
None  
CTRL+R  
CTRL+P  
None  
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Introduction  
OpenWorX Business Attendant System User Guide  
Business Attendant System Terminology  
Abandoned Parked Caller  
A parked caller who chooses not to wait for the paged caller to respond and hangs  
up.  
ANI Number  
Automatic Number Identification. Generally, the ANI Number lists the telephone  
number from which the call is placed and the name associated with that number, if  
available.  
Announce Call  
Allows the attendant to place the caller on hold while the attendant announces the  
transfer to the destination party without the destination party answering the phone.  
Blind Transfer  
Allows the attendant to transfer a connected caller directly to the destination party,  
and releases the attendant from the call. Also known as a Direct Transfer.  
Busy Camp  
Allows the caller to wait for connection to a called party whose line is busy.  
Depending on the version of the PBX, the waiting caller is automatically connected  
when the busy party releases from their call or presses the Answer button on the  
term  
D
after hearing the call waiting tone.  
Conference  
Connects two callers and an attendant into one phone conversation.  
Destination  
The extension where a call terminates or the party being called.  
DID Number  
Direct Inward Dialing number. Allows inward-directed calls to a PBX to reach a  
specific PBX extension without human intervention. When an incoming call  
arrives on a Direct Inward Dial Number that is assigned in the PBX as a virtual  
number, this virtual number is forwarded to the main monitored number used for  
the operator, usually “0”. This feature is often used in a multi-tenant environment  
where the operator answers calls for multiple businesses.  
Do-not-disturb  
Blocks an extension’s incoming calls so that callers will either hear a reorder tone  
or will be routed according to the extension’s call forwarding pattern when they  
dial that extension.  
Forward  
Allows the attendant to direct incoming calls from an extension to a different  
location. Available Forwarding settings are forward all incoming calls, forward  
incoming calls only when the extension is busy, or forward incoming calls only  
when there is no answer at that extension.  
Health Check  
Allows the Business Attendant Server to make sure that the connection between the  
Business Attendant Server and a Business Attendant Client workstation is still  
active by monitoring the amount of time between heartbeats from the Server to the  
clients.  
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OpenWorX Business Attendant System User Guide  
Introduction  
Hold Time  
A timer setting that specifies the amount of time the Business Attendant System  
allows a caller to remain on hold before reminding the attendant that the caller is  
still on hold.  
Link Destination Address  
The IP address of the PBX running OAI.  
Link Port  
The port the Business Attendant Server uses to communicate with the PBX.  
Link Source Address  
Specifies the Ethernet card to use if more than one is installed.  
Monitored Numbers  
Used by the Business Attendant System to queue and route calls. The different  
types of monitored numbers and their purposes are:  
Hold Monitored Number  
Number used within the system only for holding calls.  
Incoming Monitored Number  
Number used to dial the Business Attendant System attendant internally.  
Priority Monitored Number  
Number given to VIPs and emergency listings that routes these calls to the  
Priority queue.  
Vacant Monitored Number  
Number used to route external calls that were placed to nonexistent  
stations to the specified queue.  
Orbit Numbers  
Comprise the pool of meet-me paging numbers used for joining paged people with  
their parked parties.  
Override  
Allows the attendant to interrupt an ongoing call to conference with both parties in  
that call, or talk with one party while the other party is on hold.  
Park Recall  
A timer setting that specifies the amount of time the Business Attendant System  
allows a caller to remain parked waiting to be joined to another party before  
sending the call to the Park T.O. queue.  
Parked Caller  
A caller who has been put on hold in a global area while waiting for a paged party  
to respond by either dialing the announced meet-me paging orbit number or by  
calling any attendant, who will manually join the call.  
Prime Line  
Corresponds with the physical phone used by an attendant to process calls.  
Retrieved Parked Caller  
A Retrieved Parked Caller is a parked caller who is connected to an attendant.  
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Introduction  
OpenWorX Business Attendant System User Guide  
Screened Transfer  
Allows the attendant to place the caller on consultation hold, then call the  
destination party, announce the transfer, and release from the call. Also known as  
an Announced Transfer.  
Server Port  
The port used by all Business Attendant Client workstations to communicate with  
the Business Attendant Server.  
Source  
The extension where a call originates or the party placing the call.  
Transfer to Voice Mail  
Automatically routes the source caller to the destination party’s voice mail box.  
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OpenWorX Business Attendant System User Guide  
Getting Started  
Chapter 2 Getting Started  
Overview  
The Business Attendant System brings the functionality of an attendant console to  
the PC. The Business Attendant Client gives you the ability to handle calls quickly  
and efficiently with features that include call parking, page retrieval, and internal  
and external directory assistance.  
Chapter Topics  
About the Business Attendant Client Windows  
The Business Attendant Client application is composed of the following three  
windows:  
Line Status  
Contains all of the call processing functions. This is the main window of the  
Business Attendant System.  
Speed Dials  
Contains speed dial buttons which you can set up to dial frequently called numbers.  
Directory  
Contains the internal and external phone directories.  
The Line Status window is described in the following section. For more  
information about the Directory window, see “Directory Window” on page 19. For  
more information about the Speed Dials window, see “Speed Dials Window” on  
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Getting Started  
OpenWorX Business Attendant System User Guide  
Line Status Window  
The Line Status window (Figure 2-1) is the main window of the Business  
Attendant Client and is used for all of the call processing functions. This window  
displays the status of each loop as well as the activity that is taking place on those  
loops. The tabs, buttons, and menus on the Line Status window are described in the  
following sections.  
Menu Bar  
Command  
and  
Queues Tabs  
Loop Buttons  
Source and  
Destination  
Areas  
Status Line  
Figure 2-1 Line Status Window  
Menus  
The Line Status window (Figure 2-1) has five pull-down menus which allow you  
to configure and use the Business Attendant Client: Line, Call, Options, Window,  
and Help.  
Line Menu  
Forward  
Directs incoming calls for an extension to a different location. You can forward all  
calls, forward calls when busy, or forward when no answer.  
Set Do-not-disturb  
Blocks an extension’s incoming calls so that callers will either hear a reorder tone  
or will be routed according to the extension’s call forwarding pattern when they  
dial that extension.  
Exit  
Closes the Business Attendant Client application.  
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Getting Started  
Call Menu  
Answer  
Selects the next call waiting in sequence from the waiting pool (i.e., the first  
attendant-specific call, a priority call, or the next call in line in the global pool).  
You can also perform this operation with the Answer command button, by  
pressing ALT+A, or by pressing the space bar.  
Dial  
Initiates an outgoing call to the number in the Number Entered field. You can also  
perform this operation with the Dial command button, by pressing ALT+D, or by  
pressing Enter.  
Hold  
Places the current call on hold. This option is only enabled when the loop is in a  
state in which it can be placed on hold. You can also perform this operation with  
the Hold command button, by pressing ALT+H, or by pressing F5.  
Unhold  
Retrieves a call previously placed on hold. You can also perform this operation  
with the Unhold command button, by pressing ALT+U, or by pressing F3.  
Blind Transfer  
Initiates a direct transfer to the number in the Number Entered field. The Blind  
Transfer command connects the caller to the destination party without the attendant  
announcing the transfer. You can also perform this operation with the Blind Xfer  
command button, by pressing ALT+B, or by pressing F6.  
Screened Transfer  
Initiates a screened transfer to the number in the Number Entered field. The  
Screened Transfer command places the caller on consultation hold in the Source  
Caller window while the attendant connects to the destination party, announces the  
call, then releases the call to complete the transfer. You can also perform this  
operation with the Screen Xfer command button, by pressing ALT+S, or by  
pressing F7.  
Conference  
Conferences a screened transfer call. This option is only enabled when the loop is  
in a state in which it can be conferenced or when a conference can be completed.  
You can also complete this operation with the Conference command button, by  
pressing ALT+F, or by pressing F9.  
Toggle source and destination  
Switches between source and destination callers prior to completing a conference  
call or transfer. This option is only enabled when the current call is in the process  
of transferring or conferencing. You can also perform this operation with the  
Source/Dest command button, by pressing ALT+S, or by pressing F10.  
Save Recording  
Writes the selected conversation recording to a specified folder for permanent  
retrieval and allows the operator to add a note associated with the recorded wave  
file.  
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Getting Started  
OpenWorX Business Attendant System User Guide  
Cancel  
Stops a transaction. Use this command to disconnect from a two-party call, such as  
when you place an outbound call and want to disconnect, or answer a call and want  
to disconnect without transferring. If the destination party does not answer during  
a screened transfer or you hear a busy tone after a screened transfer to an outside  
line, use this command during a screened transfer to rejoin with the source caller.  
You can also perform this operation with the Cancel command button, by pressing  
ALT+N, or by pressing F2.  
Release  
Releases the attendant workstation from the current Source and Destination  
connection to receive new calls. You can also perform this operation with the  
Release command button, by pressing ALT+R, or by pressing F12.  
Busy Camp  
Allows the caller to wait for connection to a called party whose line is busy.  
Depending on the version of the PBX, the waiting caller is automatically connected  
when the busy party releases from their call or presses the Answer button on the  
term  
D
after hearing the call waiting tone. You can also perform this operation with  
the Camp command button, by pressing ALT+P, or by pressing F11.  
Override  
Allows the attendant to interrupt an ongoing call to speak with one party, placing  
the other party on consultation hold, or join in conference with both parties in that  
call. You can also perform this operation with the Override command button, by  
pressing CTRL+F4 or by pressing ALT+V.  
Park  
Places a caller on an announcement trunk or a monitored number hearing music  
until they can be joined with a paged party. You can also perform this operation  
with the Park command button, by pressing ALT+K, or by pressing F8.  
Join With Parked Call  
Joins a parked caller to the current source caller and releases the attendant. You can  
also perform this operation with the Join command button, by pressing ALT+J, or  
by pressing CTRL+ALT+F8.  
Retrieve Parked Call  
Connects the attendant to the parked caller if the destination caller or paged party  
doesn’t respond. You can also perform this operation with the Retrieve command  
button, by pressing ALT+E, by pressing CTRL+F8.  
Announce Call  
Allows the attendant to place the caller on hold while the attendant announces the  
transfer to the destination party without the destination party answering the phone.  
You can also perform this operation by pressing ALT+L or by pressing  
CTRL+F7.  
Transfer to Voice Mail  
Automatically routes the source caller to the destination party’s voice mail box.  
You can also perform this operation by pressing ALT+X or by pressing  
CTRL+F6.  
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OpenWorX Business Attendant System User Guide  
Getting Started  
Options Menu  
Preferences  
Displays the Business Attendant Client Options dialog box where you can change  
the user preferences. The options configured in this dialog box are saved for each  
user, so each user can personalize their speed dials and screen layouts without  
affecting other users.  
Save screen layout  
Saves the current layout of the Business Attendant Client windows. The next time  
the application is started for this user, the layout will be restored to the last saved  
layout. You can also configure the Business Attendant Client to automatically save  
the screen layout every time you exit.  
Change Password  
Displays a dialog box that enables you to change the password for the current user.  
Recording greeting  
Displays the Record Greeting dialog box where you can record greeting messages  
for incoming internal and external calls and save them as a wave files.  
Play back  
Displays the Play Back dialog box where you can play back recorded phone  
conversations and greeting messages.  
Window Menu  
Directory  
Displays the Directory window.  
Speed Dials  
Displays the Speed Dials window.  
Help Menu  
Contents  
Displays the help file contents page.  
About  
Displays version information for the Business Attendant Client.  
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Getting Started  
OpenWorX Business Attendant System User Guide  
Commands Tab  
The Commands tab contains the Command buttons, the Loop buttons, the Source  
and Destination areas, and the Number Entered field. (See “Command Buttons” on  
page 14 and “Loops” on page 14 for more information.)  
Command Buttons  
Figure 2-2 Command Buttons  
Command buttons (Figure 2-2) are shortcuts to menu functions that help you  
process phone calls. You can access these buttons by clicking the button, or by  
holding down the Alt key while pressing the character underlined on the button.  
(For example, to access the Answer button, press the Alt key while pressing the  
letter A on the keyboard.) If a command is not valid for that particular call state,  
the command button will be unavailable. (See “Menus” on page 10 for more  
Attendants can select which command buttons are displayed on the Line Status  
window for that specified attendant login name. (See “Selecting the Displayed  
Loops  
Call Status  
Indicator  
Figure 2-3 Loop Buttons  
Loops represent calls being handled by an attendant. A loop shows the presence of  
an incoming call that has been answered or an outgoing call that has been placed  
by an attendant. When an incoming call is answered, the Business Attendant  
System automatically places it on the next available loop in sequential order with  
a green light.  
The Loop buttons (Figure 2-3) allow you to work with and display information  
about the ten loops available for call processing. When selected, the Loop Number,  
Caller Number, and Call Status for that loop appear in the Status Line. Moving the  
mouse pointer over a loop shows the party connected or held along with the amount  
of time that the caller has been on that loop in the Status Line. (See “Status Line”  
The Loop Number identifies the selected loop, ranging from 1 to 10. The Caller  
Number is the extension number or Route/Trunk number from which the currently  
connected caller originates. For incoming calls from external sources and for  
outgoing calls to external sources, the route and trunk number displays.  
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OpenWorX Business Attendant System User Guide  
Getting Started  
The Call Status Indicator shows the status of the caller. Green indicates an active  
call, while red indicates a call that is on hold. Blinking red signifies a party that has  
been held beyond the configured amount of time. (Refer to the Business Attendant  
Administration Guide for more information.)  
To select a loop, click the desired loop button or use the following keyboard  
sequence.  
Table 2-1 Loop Button Shortcut Keys  
To Select  
Press  
Loop 1  
Loop 2  
Loop 3  
Loop 4  
Loop 5  
Loop 6  
Loop 7  
Loop 8  
Loop 9  
Loop 10  
SHIFT+F1  
SHIFT+F2  
SHIFT+F3  
SHIFT+F4  
SHIFT+F5  
SHIFT+F6  
SHIFT+F7  
SHIFT+F8  
SHIFT+F9  
SHIFT+F10  
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Getting Started  
OpenWorX Business Attendant System User Guide  
Queues Tab  
The Queues tab contains the Queue buttons, the Loop buttons, the Source and  
Destination areas, and the Number Entered field. (See “Queues” on page 16 for  
Queues  
Figure 2-4 Queue Buttons  
The Queue buttons (Figure 2-4) show the current incoming calls according to their  
origination, such as Internal and CCSA. Each incoming call label is followed by  
the number of calls of this type waiting for the attendants. This number increases  
by one with every incoming call of its type and decreases by one every time an  
attendant answers one of this type or a caller abandons before the call is answered.  
You can configure the Business Attendant Client workstation to sound a beep when  
an incoming call is placed in the queue. (See “Configuring the User Options” on  
Calls are placed in the queue in first-come, first-served order, but different queues  
are assigned different priorities, such as Priority or Me. To answer the next call,  
press the space bar. To answer a particular type of call, select the Queue Button or  
press the shortcut key for the desired queue. Table 2-2, “Queue Types and Shortcut  
Keys,” on page 16 describes each incoming call type and the shortcut key for each  
queue. Each call type is routed to the global attendant pool unless otherwise noted.  
Table 2-2 Queue Types and Shortcut Keys  
Shortcut  
Type  
Description  
Key  
Internal Incoming from an internal source  
ALT+I  
ALT+E  
External Incoming from a central office switch  
Incoming call from the Common Control Switching  
Arrangement network  
CCSA  
ALT+A  
FX  
Incoming call via a foreign exchange trunk  
Incoming call from a remote station  
ALT+F  
ALT+T  
TIE  
Incoming call from across a Wide Area  
Telecommunications Service  
WATS  
ALT+S  
ALT+Y  
Incoming call to a monitored number designated with a  
higher priority, given to select individuals  
Priority  
Incoming call to the Parked Orbit number in response to a  
Paged page; a call is routed to this queue when the parked call has ALT+G  
abandoned and is no longer waiting  
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OpenWorX Business Attendant System User Guide  
Getting Started  
Table 2-2 Queue Types and Shortcut Keys  
Description  
Shortcut  
Key  
Type  
A call has terminated at an unassigned station number or  
vacant level  
Vacant  
ALT+V  
Caller has been parked beyond the configured amount of  
time. (Refer to the Business Attendant System  
Administration Guide for more information about this  
timer setting.)  
Park T.O.  
Nans T.O.  
ALT+K  
Direct transferred call to an internal extension was not  
answered within the configured amount of time. (Refer to  
the Business Attendant System Administration Guide for  
more information about this timer setting.)  
ALT+N  
Station-to-Attendant transfer; the station issuing the  
Stn Xfer transfer can be voice mail or an integrated voice response ALT+R  
unit (IVR) as well as an employee station, etc.  
Attendant-to-Attendant transfer, routed only to the specific  
target attendant  
Att Xfer  
ALT+X  
Internal or external call routed to the attendant’s personal  
Me  
number that moves with them if they log on to a different ALT+M  
Business Attendant Client workstation  
Source and Destination Areas  
Figure 2-5 Source and Destination Area  
The Source and Destination areas (Figure 2-5) on the Line Status window are used  
to show who is connected to the active loop. The left window shows the status of  
the source caller, the person who called in or was called first. The right window  
shows the status of the destination caller (i.e., the extension or phone number being  
called during transfers or conferences). You can display up to three lines of  
information about the source and destination in these areas of the Line Status  
window. For information on how to change the source information that is  
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Getting Started  
OpenWorX Business Attendant System User Guide  
Number Entered Field  
Figure 2-6 Number Entered Field  
The Number Entered field (Figure 2-6) is where you enter extension numbers or  
phone numbers for processing calls. If you enter a non-numeric character (except  
# or *) in this field, the Directory window displays, and the directory is searched  
for matching characters. The directory can be configured to search based on  
Status Line  
Number of  
Queued Calls or  
Off-line Status  
Current Call  
Status  
Timer  
Figure 2-7 Status Line  
The Status Line (Figure 2-7) displays information about a loop. Moving the mouse  
pointer over a Loop button displays the status of that loop in the Status Line,  
including the caller information and a timer showing how long (in minutes and  
seconds) the loop has been in its current state. For example, if you move the mouse  
pointer over the Loop button of a loop that is on hold, the Status Line indicates who  
is on hold and the timer indicates how long this person has been on hold.  
Additionally, the number of calls waiting in the queue appears on the right side of  
the Status Line when the Business Attendant Server is on-line. When the Business  
Attendant Server is down, the number of queued calls changes to Off-line.  
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Getting Started  
Directory Window  
The Directory window (Figure 2-8) contains the internal and external phone  
directories. Double-click an entry in the directory, press Enter, or drag it to the  
Line Status window to place a call or dial a transfer destination. You can also use  
the Directory window to define the speed dial buttons on the Speed Dials window.  
Menus  
Tabs  
Company  
drop-down list  
Line Status  
Indicator  
Call Forward  
Indicator  
Primary  
Search field  
Secondary  
Sort field  
Line Status  
Group Box  
Messaging  
Buttons  
Figure 2-8 Directory window  
Menus  
The Directory window contains two menus, Edit and View. These drop-down  
menus give you access to directory configuration options that allow you to  
administer or view the directory entries.  
Internal/External Tabs  
Clicking on these tabs will allow you to view the external directory or the internal  
directory, depending on which directory is displayed.  
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OpenWorX Business Attendant System User Guide  
Line Status Indicator  
If the Line Status Indicator field is configured to display in the directory, a  
telephone or a question mark can be displayed to indicate the status of that station  
when a directory entry is highlighted. The telephone icon indicates that the caller  
is on the line. The question mark icon indicates that the station is off-hook and not  
connected to another party. No icon present indicates that the extension is idle. The  
Line field in the Line Status group box also shows the line status. (See  
Call Forward Indicator  
If the Call Forward Indicator field is configured to display in the directory, this icon  
indicates that this line is forwarded when a directory entry is highlighted. A red  
arrow indicates that calls to that line will be forwarded. A white arrow indicates  
that calls to that line may or may not be forwarded, depending on the call  
forwarding patterns in effect. No icon present indicates that calls directed to that  
extension will not be forwarded. The FWD field in the Line Status group box also  
shows the line’s forward status. (See “Configuring the Fields Displayed in the  
Search Fields  
Use these fields to find an individual's number in the phone directory according to  
the search criteria you enter. Enter letters or digits in the Primary search field  
(depending on the selected sort option) and the first matching entry in the directory  
will be selected. If needed, enter letters or digits in the Secondary sort field to sort  
on an alternate field when the primary search field has identical entries.  
Line Status Group Box  
These fields show detailed information about the line settings for the selected line,  
such as the call forwarding patterns and the current status of that line.  
Note: If the Line Status Group box shows, Busy Private, the VIP check box on the  
Contact tab of the Add or Modify Employee dialog box has been selected for  
New Message Button  
This button displays the New Message dialog box, where you can edit and send a  
new message to the employee currently selected in the employee directory.  
View Message Button  
This button displays the View Messages dialog box, where you can view all of the  
messages for the employee currently selected in the employee directory.  
Turn Off Lamp Button  
This button displays the Turn Off Message Lamp dialog box, where you can turn  
off the message indicator lamp of the specified telephone.  
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OpenWorX Business Attendant System User Guide  
Getting Started  
Speed Dials Window  
The Speed Dials window (Figure 2-9) contains the speed dial buttons you can use  
to quickly dial another party. To associate a number with a speed dial button, drag  
an entry from the Directory window onto a speed dial button on the Speed Dials  
window. You can also define a speed dial button from General tab on the Business  
Attendant Client Options dialog box (Figure 4-1) or by right-clicking on a speed  
dial button and choosing Properties from the shortcut menu. (See “Configuring  
Menu  
Speed Dial  
buttons  
Figure 2-9 Speed Dials window  
Options Menu  
The Speed Dials window contains the Options menu. From the Options menu, you  
can change the number of speed dial buttons displayed and clear all the speed dial  
buttons.  
Speed Dial Buttons  
Clicking on these buttons dials the configured number. Right-clicking on a speed  
dial button opens a shortcut menu, where you can configure the properties of that  
speed dial, as well as dial, forward, or set do-not-disturb for the extension  
associated with that speed dial.  
About Monitoring  
Speed Dials  
The Speed Dials window can be configured to monitor the status of the internal  
speed dial numbers, if the OpenWorX administrator enabled this option in the  
Business Attendant Administrator. Speed dial number monitoring allows  
attendants to check the status of an internal extension at a glance. If a number is  
monitored, the speed dial button associated with that number will flash when that  
number is dialed and turn red when connected. Speed dial monitoring is configured  
in the Client Setup options in the Business Attendant Administrator application.  
(Refer to the Business Attendant Administration Guide for more information.)  
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Getting Started  
OpenWorX Business Attendant System User Guide  
Running the Business Attendant Client Application  
Each time you work with the Business Attendant Client, log in with your user ID  
and password. When you have finished using the Business Attendant Client, you  
must exit (or quit) the application completely.  
Logging In To the  
Application:  
1. From the workstation desktop, click the Start button, then select Programs >  
NEC OpenWorX > Business Attendant Client or select the Program Folder  
specified during the BAS Client installation. The Business Attendant Client  
Login dialog box displays (Figure 2-10).  
Figure 2-10 Login dialog box  
2. Enter your User ID in the User ID field.  
Note: An account for this User ID must have been set up by your BAS Administrator.  
(Refer to the Business Attendant System Administration Guide for more  
information about maintaining user accounts.)  
3. Enter your password in the Password field.  
4. Click OK or press Enter. The Line Status window displays (Figure 2-1). If the  
Business Attendant Server is up, the number of calls waiting in the queues  
displays in the Status Line. If the Business Attendant Server is down, Off-line  
displays in the Status Line.  
Exiting the  
Application:  
Select Line > Exit from the Line Status window. The Business Attendant  
Client application closes and the Windows desktop displays.  
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OpenWorX Business Attendant System User Guide  
Getting Started  
Connecting to the  
Business  
Attendant Server  
The Business Attendant Client must be connected to the Business Attendant Server  
to process calls. To make sure that it is communicating properly with the Business  
Attendant Server, the Business Attendant Client periodically performs a “health  
check” to make sure that the Business Attendant Server is operational. You can  
configure how often the Business Attendant Client checks the Business Attendant  
Server in the Health Check Server Interval. (See “Setting the Health Check Server  
If the Server Goes Down While You Are Logging In  
If the Business Attendant Client cannot connect to the Business Attendant Server  
when you are first logging in, the Server Information message displays (Figure 2-  
11).  
Figure 2-11 Server Information message (Unsuccessful Connection)  
If you receive this message, do the following:  
1. Click OK to attempt to connect to the Business Attendant Server.  
2. If you are not able to reconnect to the server after repeated tries, contact the  
Administrator for the Business Attendant System at your site. Click Cancel to  
bypass the Server Information message. The Line Status window displays for  
processing employee information and directory services, but call processing  
cannot occur until connection to the Business Attendant Server can be  
established.  
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Getting Started  
OpenWorX Business Attendant System User Guide  
If the Server Goes Down While You Are Working  
If the Business Attendant Client loses communication with the Business Attendant  
Server, the Server Down Error message displays (Figure 2-12).  
Figure 2-12 Server Down Error message  
If you receive this message, do the following:  
1. Click OK to close the error message window.  
2. Contact the Administrator for the Business Attendant System at your site.  
3. Continue to answer calls ringing on your phone manually, using the Business  
Attendant Directory to look up numbers and then use the transfer key on the  
telephone to transfer callers to their destination.  
4. When the Business Attendant Server comes back up and successfully connects  
with the Business Attendant Client, the following message appears.  
Figure 2-13 Server Connected message  
5. Click OK. The Line Status window displays. Continue processing calls as  
usual.  
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OpenWorX Business Attendant System User Guide  
Processing Calls  
Chapter 3 Processing Calls  
Overview  
This chapter outlines the procedures the attendant uses to process calls, including  
answering a call, placing a call on hold, and transferring a call.  
You can use your mouse or your keyboard in the Business Attendant Client, so in  
most cases there will be more than one way to perform a function. For more  
information about navigating through the windows, see “Keyboard Conventions”  
Chapter Topics  
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Processing Calls  
OpenWorX Business Attendant System User Guide  
About Call Processing  
To begin processing calls, log in to the Business Attendant Client. (See “Running  
After logging in, the Line Status window displays (Figure 3-1).  
Figure 3-1 Line Status window  
From the Line Status window, you can perform all call processing functions.  
Additionally, you can perform selected functions from the Directory and Speed  
Dials windows.  
Processing Calls Using the Directory  
You can use the Directory window (Figure 5-1 on page 67) to perform several call  
processing functions, such as dialing or transferring calls. You can open the  
directory when the station is in “Idle” status or while the attendant is connected to  
Use one of the following methods to open the Directory window.  
Start typing the name in the Number Entered field on the Line Status window  
to find the matching entries in the Directory.  
Note: If no records are found, check the Search for field listed on the Directory  
Window to verify that the BAS is searching for either the FullName,  
LastName, or FirstName field. If it is not, select a different Default sort field  
in the Options>Preferences>Employee DB tab from the Line Status Window.  
Select Window > Directory from the Line Status window.  
Press CTRL+R.  
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OpenWorX Business Attendant System User Guide  
Processing Calls  
Processing Calls Using the Speed Dials  
You can use the Speed Dials window (Figure 2-9 on page 21) to perform several  
call processing functions, such as dialing or forwarding calls. (See “Speed Dials  
Use one of the following methods to open the Speed Dials window.  
Select Window > Speed Dials from the Line Status window.  
Press CTRL+P.  
Making Calls  
The Dial command allows you to place a call through the Business Attendant  
System, if there is an available loop. The loop button displays the extension used  
for internal calls, or the route and trunk used for external calls.  
Note: If you attempt to place a call when no loop is available, a message box appears  
notifying you that the call will not be placed. Before the call can be placed,  
unhold and process an existing call to clear a loop.  
To Make a Call  
from the Line  
Status Window  
Use the following steps to make a call from the Line Status window.  
1. Enter the phone number of the person that you are trying to call in the Number  
Entered field on the Line Status window.  
2. Do one of the following:  
Select the Dial command button.  
Select Call > Dial from the Line Status window.  
Press ALT+D.  
Press Enter.  
The Business Attendant System selects the first available loop and dials the  
number.  
To Make a Call  
Using the Speed  
Dials  
Use the following steps to make a call using speed dialing.  
1. If the Speed Dials window (Figure 2-9 on page 21) is not displayed, do one of  
the following:  
Select Window > Speed Dials from the Line Status window.  
Press CTRL+P.  
2. Do one of the following:  
Click the desired speed dial button  
Right-click the desired speed dial button and select Dial from the shortcut  
menu.  
The Business Attendant System selects the first available loop and dials the  
number.  
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Processing Calls  
OpenWorX Business Attendant System User Guide  
To Make a Call  
Using the  
Directory  
Use the following steps to make a call from the Directory window.  
1. If the Directory window (Figure 2-8 on page 19) is not displayed, open the  
Directory window by doing one of the following:  
Start typing the name in the Number Entered field on the Line Status  
window to find the matching entries in the Directory.  
Note: If no records are found, check the Search for field listed on the Directory  
Window to verify that the BAS is searching for either the FullName,  
LastName, or FirstName field. If it is not, select a different Default sort  
field in the Options>Preferences>Employee DB tab from the Line Status  
Window.  
Select Window > Directory from the Line Status window.  
Press CTRL+R.  
The Directory window displays.  
2. Do one of the following:  
Double-click on the directory entry you want to call.  
Click and drag the directory entry you want to call from the Directory  
window to the Line Status window.  
Enter the name of the person you are trying to call in the Search for  
FullName field. Select the desired party from the matching entries  
displayed in the Directory window and press Enter.  
Note: If the Search for field does not specify FullName, select FullName for the  
Default sort field under the Options>Preferences>Employee DB tab from  
the Line Status Window.  
Right-click on the directory entry you want to call and select the number you  
want to dial from the shortcut menu. The numbers available to call in this list  
include those User-defined fields that have been marked by the  
administrator as “Dialable”. (Refer to the OpenWorX Business Attendant  
System Administration Guide for more information.)  
The Business Attendant System selects the first available loop and dials the  
number.  
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OpenWorX Business Attendant System User Guide  
Processing Calls  
Answering Calls  
The Answer command connects you to an incoming call and places it on the next  
available loop.  
Note: If there are no available loops, the Business Attendant System stops answering  
calls until a loop becomes available.  
When an incoming call arrives in a queue, the queue button for that type of call is  
lit and the number on the display increases by one, as shown in Figure 3-2.  
Call Indicator  
Number of Calls  
Waiting in Queue  
Queue Name  
Figure 3-2 Queue Button  
There are other ways the Business Attendant System can notify you of an incoming  
call in addition to the indicators on the queue buttons. You can configure the  
Business Attendant System to sound a beep, maximize the Line Status window,  
bring the application to the front, or flash the Line Status window when a new call  
Use one of the following actions to answer an incoming call.  
Click the desired Queue button.  
Click the Answer command button.  
Select Call > Answer from the Line Status window.  
Press the SPACE bar.  
Press ALT+A from the Commands tab.  
The Business Attendant System connects you to the first caller waiting in that  
queue and places the call in the first available loop.  
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Processing Calls  
OpenWorX Business Attendant System User Guide  
Holding Calls  
The Hold command allows you to temporarily leave a connected call without  
releasing it, freeing you to handle calls on other loops.  
Note: If there are no available loops, the Business Attendant System stops answering  
calls until a loop becomes available.  
Placing a Call On  
Hold  
Use one of the following actions to place a caller on hold.  
Click the Hold command button.  
Select Call > Hold from the Line Status window.  
Press ALT+H.  
Press F5.  
The Business Attendant System places the caller on hold with music and the  
Call Status indicator on that loop button turns red.  
Retrieving a Held  
Call  
The Unhold command reconnects you to a call you previously placed on hold.  
Use one of the following actions to retrieve a caller on hold.  
Click the Loop button of the held caller.  
Select the Unhold command button.  
Select Call > Unhold from the Line Status window.  
Press ALT+U.  
Press F3.  
If there are no calls waiting in the queue, press the SPACE bar to connect you  
to the held call that has been waiting longest.  
The Business Attendant System connects you to the caller and the Call Status  
Indicator on that loop button turns green.  
Canceling Transactions  
The Cancel command stops a call transaction in progress. Use this command to  
rejoin the source caller if the destination party does not answer or is busy when you  
attempt a screened transfer, or to hang up after placing a call or answering a call.  
To Cancel a Call  
Use one of the following actions to cancel or end the current call.  
Click the Cancel command button.  
Select Call > Cancel from the Line Status window.  
Press ALT+N.  
Press F2.  
The current call ends. If canceling a screened transfer, you are connected to the  
source caller for further processing.  
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OpenWorX Business Attendant System User Guide  
Processing Calls  
Transferring Calls  
The Business Attendant System gives you three ways to transfer calls:  
Blind Transfer  
Transfers the caller directly to the destination party and releases the attendant from  
the call. This is also known as a Direct Transfer.  
Screened Transfer  
Places the caller on hold while the attendant calls the destination party and  
announces the transfer. After announcing the transfer, the attendant releases the  
call. This is also known as an Announced Transfer or Assisted Transfer.  
Transfer to Voice Mail  
Transfers the caller directly to the destination party’s voice mail box and releases  
the attendant from the call.  
Announce Call  
Allows the attendant to place the caller on hold while the attendant announces the  
transfer to the destination party without the destination party answering the phone.  
Making a Blind  
Transfer  
If you are already connected to a call, use any of the following methods to perform  
a blind transfer.  
Note: If the destination party is external, the Business Attendant System forces the  
attendant to perform a screened transfer and listen for a busy signal or a ring-  
back tone, then manually release from the call.  
To Make a Blind Transfer from the Line Status Window  
Use the following steps to make a blind transfer from the Line Status window.  
1. Enter the phone number of the person to whom you are transferring the call in  
the Number Entered field on the Line Status window.  
2. Do one of the following:  
Select the Blind Xfer command button.  
Select Call > Blind transfer from the Line Status window.  
Press ALT+B.  
Press F6.  
The Business Attendant System places the current call on hold, dials the party  
to whom the call is being transferred, and releases you from the call.  
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Processing Calls  
OpenWorX Business Attendant System User Guide  
To Make a Blind Transfer Using the Speed Dials  
Use the following steps to make a blind transfer using speed dialing.  
1. If the Speed Dials window (Figure 2-9 on page 21) is not displayed, do one of  
the following:  
Select Window > Speed Dials from the Line Status window.  
Press CTRL+P.  
2. Do one of the following:  
If the administrator has set the default transfer type to Blind Transfer, click  
the speed dial button that corresponds to the person to which the call is  
being transferred.  
Right-click the speed dial button that corresponds to the person to which the  
call is being transferred, and select Blind Transfer from the shortcut menu.  
The Business Attendant System places the current call on hold, dials the party  
to whom the call is being transferred, and releases you from the call.  
To Make a Blind Transfer Using the Directory  
Use the following steps to make a blind transfer from the Directory window.  
1. If the Directory window (Figure 2-8 on page 19) is not displayed, open the  
Directory window by doing one of the following:  
Start typing the name in the Number Entered field on the Line Status  
window to find the matching entries in the Directory.  
Note: If no records are found, check the Search for field listed on the Directory  
Window to verify that the BAS is searching for either the FullName,  
LastName, or FirstName field. If it is not, select a different Default sort  
field in the Options>Preferences>Employee DB tab from the Line Status  
Window.  
Select Window > Directory from the Line Status window.  
Press CTRL+R.  
The Directory window displays.  
2. Do one of the following:  
If the administrator has set the default transfer type to Blind Transfer,  
double-click the entry of the person to whom you are transferring the call.  
If the administrator has set the default transfer type to Blind Transfer, click  
on the entry of the person to whom you are transferring the call from the  
Directory window and drag it to the Destination section or the Number  
Entered field of the Line Status window.  
From the Directory window, right-click on the entry of the person to whom  
you are transferring the call, then select Blind Transfer from the shortcut  
menu.  
The Business Attendant System places the current call on hold, dials the party  
to whom the call is being transferred, and releases you from the call.  
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OpenWorX Business Attendant System User Guide  
Processing Calls  
Making a Screened  
Transfer  
If you are already connected to a call, use any of the following methods to perform  
a screened transfer.  
Note: In any of the methods described below, you can toggle your connection between  
the source and destination parties by clicking on the Source/Dest command  
To Make a Screened Transfer from the Line Status Window  
Use the following steps to make a screened transfer from the Line Status window.  
1. Enter the phone number of the person to whom you are transferring the call in  
the Number Entered field on the Line Status window.  
2. Do one of the following:  
Select the Screen Xfer command button on the Line Status window.  
Select Call > Screened transfer from the Line Status window.  
Press ALT+S.  
Press F7.  
If the Directory window is open, right-click on the destination party in the  
Directory window and select Screen Transfer from the shortcut menu.  
If the Speed Dials are open, right-click the speed dial button that  
corresponds to the person to which the call is being transferred.and select  
Screen Transfer from the shortcut menu.  
The Business Attendant System places the current call on hold and dials the  
party to whom the call is being transferred.  
3. When the destination party answers that call, announce the transfer and release  
are connected, the loop button clears, and you are released from the call.  
4. If the destination party doesn’t answer or is busy, cancel the transfer to rejoin  
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Processing Calls  
OpenWorX Business Attendant System User Guide  
Transferring a Call  
to Voice Mail  
The Business Attendant System allows you to automatically transfer a caller  
directly to a destination party’s voice mail box from the Directory window,  
releasing you from the call. When the Transfer to Voice Mail action is selected, the  
Business Attendant System places the source caller on hold and uses a script to dial  
the Voice Mail Pilot number and connect the caller to the destination party’s voice  
mail box, releasing the attendant from the call. The Voice Mail Transfer script is  
configured in the Business Attendant Administrator application. (Refer to the  
Business Attendant Administration Guide for more information.)  
To Transfer a Call to Voice Mail  
If you are already connected to a call, use one of the following steps to transfer a  
call to a specific voice mail box.  
Right-click on the destination party in the Directory window and select  
Transfer to Voice Mail from the shortcut menu.  
Right-click the speed dial button that corresponds to the person to which the  
call is being transferred.and select Transfer to Voice Mail from the shortcut  
menu.  
The Business Attendant System places the current call on hold, dials the desired  
voice mail box, and releases you from the call.  
Making Conference Calls  
The Conference command allows you to initiate a conference call with two other  
parties.  
A conference call connects an attendant with two parties in one phone  
conversation. You can initiate a conference from a screened transfer call. This  
option is only available when the current loop is in a state where it can be  
conferenced or when a conference can be completed.  
Note: In any of the methods described below, you can toggle your connection between  
the source and destination parties by clicking on the Source/Destination  
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Processing Calls  
To Place a  
Use the following steps to place a conference call from the Line Status window.  
Conference Call  
1. Enter the phone number of the party you want to be conferenced in to the  
current call in the Number Entered field on the Line Status window.  
2. Do one of the following:  
Perform a screened transfer by doing one of the following:  
Select the Screen Xfer command button.  
Select Call > Screened transfer from the Line Status window.  
Press ALT+S.  
Press F7.  
Announce the call by doing the following:  
Press ALT+L.  
Press F7.  
The Business Attendant System places the current call on hold and dials the  
first party to be joined into the conference call.  
3. Once you are connected to the destination number, do one of the following:  
Click the Conference command button on the Line Status window.  
Select Call > Conference from the Line Status window.  
Press ALT+F.  
Press F9.  
You are connected to both the source and destination callers in a conference  
call.  
4. When you have finished with the conference call, release the call by doing one  
of the following:  
Click the Loop button of the destination caller.  
Click the Release command button.  
Select Call > Release from the Line Status window.  
Press ALT+R to release the current call.  
Press F12 to release the current call.  
The two callers are connected, the loop buttons clear, and you are released  
from the call.  
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Releasing Calls  
The Release command connects a transferred caller to his or her destination,  
releases the attendant workstation from the call, and clears the loop to receive new  
calls. This command is also used to exit a conference call, leaving the other two  
parties talking.  
To Release a Call  
Use one of the following actions to release the current call from the Line Status  
window.  
Click the Loop button of the destination caller.  
Click the Release command button.  
Select Call > Release from the Line Status window.  
Press ALT+R to release the current call.  
Press F12 to release the current call.  
The caller is connected to its destination, the attendant workstation is released  
from the call, and the loop button display clears, indicating that the loop is idle.  
Camping On To a Busy Line  
The Camp command allows the caller to wait for connection to a destination party  
whose line is busy, while leaving the attendant free to answer the next call. The  
busy party hears a zip tone, alerting them to the presence of the waiting caller. The  
term  
busy party can then press the Answer key on their D  
on consultation hold and answer the new call.  
to place their current call  
Note: The destination party must be an internal station on the local PBX. You cannot  
camp on to a party across the CCIS network on a remote PBX.  
To Camp On a  
Busy Line  
Use one of the following actions to camp the current caller on to a busy line after  
attempting to call a busy line from the Line Status window.  
Click the Camp command button.  
Select Call > Busy camp from the Line Status window.  
Press ALT+P.  
Press F11.  
You are released from the call and the loop button clears while the current  
caller waits for the destination party to become available. The caller will hear  
music or a ring-back tone, depending on the PBX firmware level at your site.  
If the caller hears music after being camped, they will be connected to the  
destination party when they become available.  
If the caller hears a ring-back tone after being camped, the destination party  
can press the Answer key on their telephone to toggle between their existing  
call and the new caller. In this case, no recall will occur if the busy party does  
not answer the new call.  
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Switching Between Source and Destination Callers  
The Source/Destination commands allow you to switch between the source and  
destination parties prior to completing a conference call or transfer. This option is  
only available when you are in the process of transferring, overriding, or  
conferencing the current call.  
To Switch Between  
Source and  
Use one of the following actions to switch between the source and destination  
parties from the Line Status window.  
Destination Callers  
Note: The Source/Dest command button changes as you toggle between the source and  
destination.  
Click the Source/Dest command button to switch between the source and  
destination.  
Select Call > Toggle source & destination from the Line Status window.  
Press ALT+S to switch between the source and destination.  
Press F10 to switch between the source and destination.  
The current party is put on hold, and the Business Attendant System connects  
you to the desired party. The loops for the source and destination change to  
reflect their change in status.  
Overriding Calls  
The Override command allows you to break in to an ongoing call to speak with one  
party or conference with both parties in that call.  
Note 1: One of the parties being overridden must be an internal station on the local PBX,  
not an external number or across the CCIS network on a remote PBX.  
Note 2: You can determine if a line is busy by dialing it from the Number Entered field  
in the Line Status window or using the directory.  
To Override a Call  
Use the following steps to break in to a call from the Line Status window.  
1. After attempting to call a busy extension, do one of the following:  
Click the Override command button.  
Select Call > Override from the Line Status window.  
Press ALT+V.  
Press CTRL+F4.  
A message appears asking “Are you sure you want to break into this person’s  
current call?”  
2. Click Yes. You are connected to the destination party. While you are on the line  
with the destination party, the other party on the call is placed on hold.  
3. Do one of the following:  
Speak with the destination party.  
Toggle to speak with the caller that is on hold.  
Join with both parties in a conference call. (See “Making Conference Calls”  
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4. When you are done, click the Release command button. The callers are left in  
a two-way call, the attendant workstation is released from the call, and the loop  
button display clears.  
Parking Calls  
One of the more powerful features of the Business Attendant System is the ability  
to park calls. Call parking allows the attendant to place the call in a pool to wait for  
the destination caller, freeing the attendant to answer more calls. The destination  
party is then paged to notify them that they have a call, and they can retrieve the  
waiting call from any telephone by dialing the attendant or dialing a meet-me-  
paging orbit number to join the call automatically.  
There are three main commands relating to call parking in the Business Attendant  
System:  
Park  
Places a caller on an announcement trunk or a monitored number hearing music to  
Join With Parked Call  
Joins a parked caller to the current source caller. (See “Joining a Caller with a  
Retrieve Parked Call  
Connects the attendant to the parked caller if the destination caller or paged party  
Refer to the following sections for more information about these commands.  
Parking a Call  
The Park command places a caller on an announcement trunk or a monitored  
number to wait for a party who has been paged to answer their call.  
To connect to the parked caller, the destination party can dial a “meet-me page”  
number to join the waiting call automatically or use the attendant to join the waiting  
The “meet-me page” numbers are configured in the Business Attendant  
Administrator application. Refer to the Business Attendant System Administration  
Guide for more information.  
About Orbit Numbers  
Orbit numbers specify the numbers that are announced in paging as the meet-me  
page numbers. When a call is parked to wait for a party, the Business Attendant  
System assigns an orbit number to that call.  
The orbit number assigned to the parked call displays in the bottom left corner of  
the Line Status window. The attendant announces this number to the paged party  
as the “meet-me page” number. The paged party then can dial this number to  
retrieve their call without attendant help.  
If no orbit numbers are available, then the paged party must call the attendant, who  
then joins the paged party to the waiting caller.  
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To Park a Call  
Use the following steps to park a caller from the Line Status window.  
1. Do one of the following:  
Click the Park command button.  
Select Call > Park from the Line Status window.  
Press ALT+K.  
Press F8.  
The Park dialog box displays (Figure 3-3).  
Figure 3-3 Park dialog box  
2. If the caller’s information was not filled in automatically, enter the caller’s name  
in the Name field in the Party being parked group box. If available, enter the  
caller’s number in the Call Back # field.  
Note: The Call Back # field is optional, but the Name field is required.  
3. Enter the paged party’s name in the Name field in the Party holding for group  
box.  
4. Click OK. The caller is parked to wait for the paged destination party with the  
assigned “meet-me page” number displayed in the lower left corner of the Line  
Status window. If no “meet-me page” number displays in the Line Status  
window, no orbit numbers are available and the attendant must instruct the  
paged party to call the operator. The attendant workstation is then released from  
the call and the loop button display clears.  
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Joining a Caller  
with a Parked Call  
The Join command allows you to retrieve a parked caller and connect them to the  
paged party.  
Figure 3-4 Join Parked Call window  
To Join a Parked Call  
Use the following steps to join the paged party to the parked caller from the Line  
Status window.  
1. After answering the call from the paged destination party, do one of the  
following:  
Click the Join command button.  
Select Call > Join with parked call from the Line Status window.  
Press ALT+J.  
Press CTRL+ALT+F8.  
The Join Parked Call window displays (Figure 3-4).  
2. Do one of the following:  
Select the desired parked caller and click OK.  
Double-click on the desired parked caller.  
The Business Attendant System connects the destination party to the parked  
caller, releases the attendant workstation, clears the loop button, and removes  
the parked record from the database.  
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Retrieving a  
Parked Call  
If the destination party does not respond to their page, you can retrieve the parked  
caller to take a message or send them to another party.  
Note: You can access any caller parked in the system, not just those you parked.  
Figure 3-5 Retrieve Parked Call window  
The Retrieve Parked Call window (Figure 3-5) lists all parked callers. Each parked  
call record includes information entered by the attendant who parked the call,  
including the name of the parked caller, the name of the paged party, the orbit  
number that the paged destination party can dial to connect automatically to the  
parked caller, and the total time the caller has been parked at the time the window  
displays. If the parked caller abandoned by hanging up or disconnecting, the total  
time since the caller abandoned displays under the Abandoned column and the  
entry displays in red.  
To Retrieve a Parked Call  
Use the following steps to connect to the parked caller from the Line Status  
window.  
1. Do one of the following:  
Click the Retrieve command button.  
Select Call > Retrieve parked call from the Line Status window.  
Press ALT+E.  
Press CTRL+F8.  
The Retrieve Parked Call window displays (Figure 3-5).  
2. Do one of the following:  
Select the desired parked caller and click OK.  
Double-click on the desired parked caller.  
The Business Attendant System connects you to the parked caller and places  
the call in the first available loop.  
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Parked Call  
Timeout  
If a call is parked beyond the amount of time configured in the Business Attendant  
Administrator application, the Business Attendant System sends it back to any  
available attendant in the Park T.O. queue, which is presented to all attendants.  
However, even though the call has been sent back to the attendant, the parked caller  
can still be joined to the paged caller if:  
The paged party calls the “meet-me page” number before an attendant answers  
the call in the Park T.O. queue, the paged party and the parked party will  
automatically be joined and the call will be removed from the Park T.O. queue  
and from the parked database.  
The attendant answers a call from the Park T.O. queue and is still on the line  
with the parked caller when the paged party calls the “meet-me page” number,  
the attendant will be notified that the paged caller is present and given the  
opportunity to join the calls.  
The attendant answers a call from the Park T.O. queue and places the parked  
caller on hold, the paged party and the parked party will automatically be joined  
if the paged party calls the “meet-me page” number.  
Forwarding Calls  
The Forward command redirects incoming calls for an extension to another  
location, such as an extension or voice mail. You can forward all calls to that  
extension, forward calls only when the extension is busy, or forward calls only  
when no one answers.  
To Forward a Call  
Use the following steps to forward a call.  
Tip: You can use the following shortcuts to go directly to Figure 3-7, “Change  
From the Speed Dials window, right-click on the desired speed dial  
button and select Forward from the shortcut menu.  
From the Directory window, right-click on the desired directory entry  
and select Forward from the shortcut menu.  
1. From the Line Status window, select Line > Forward. The Change Forwarding  
dialog box displays (Figure 3-6).  
Figure 3-6 Change Forwarding dialog box—Setting Forwarded Extension  
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2. Do one of the following:  
Enter the phone number you want forwarded in the Extension field.  
Click the Directory button to display the Directory window, then click and  
drag the appropriate entry from the Directory window (Figure 2-8 on page  
19) to the Change Forwarding dialog box.  
Click OK. The Setting Forwarding Extension dialog box displays (Figure 3-7),  
with the current forwarding patterns displayed.  
Figure 3-7 Change Forwarding dialog box—Setting Forwarding Extension  
3. Enter the phone number that will receive the forwarded calls in one of the  
following fields in the Number to forward to group box:  
All Calls  
Forwards all calls to the specified extension.  
Busy Calls  
Forwards calls to the specified extension only when the designated  
extension is busy.  
Unanswered Calls  
Forwards calls to the specified extension only when the designated  
extension does not answer.  
4. Click OK. The designated calls are forwarded to the new extension.  
To Cancel Call  
Forwarding  
1. Select Line > Forward from the Line Status window. The Change Forwarding  
dialog box displays (Figure 3-6).  
2. Enter the Extension that needs Call Forwarding canceled.  
3. Clear the phone numbers in the desired fields in the Number to forward to group  
box.  
4. Click OK. Call forwarding is canceled. The calls are canceled for that type of  
forwarding.  
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Setting Do-not-disturb  
The Do-not-disturb command blocks an extension’s incoming calls. When Do-not-  
disturb is active, callers will either hear a reorder (fast busy) tone when they dial  
that extension or follow the extension’s call forwarding patterns for all calls or  
unanswered calls.  
To Set  
Use the following steps to set Do-not-disturb for an extension.  
Do-not-disturb  
Tip: You can use the following shortcuts to go directly to Figure 3-9, “Change  
From the Speed Dials window, right-click on the desired speed dial  
button and select Forward from the shortcut menu.  
From the Directory window, right-click on the desired directory entry  
and select Forward from the shortcut menu.  
1. From the Line Status window, select Line > Set do-not-disturb.The Change  
Do-not-disturb dialog box displays (Figure 3-8), where you will specify the  
extension for which to set Do-not.disturb.  
Figure 3-8 Change Do-not-disturb dialog box—Setting Do-not-Disturb Ex-  
tension  
2. Do one of the following:  
Enter the phone number you want to set for Do-not-disturb in the Extension  
field.  
Click the Directory button to display the Directory window. Click and drag  
the appropriate entry from the Directory window (Figure 2-8 on page 19) to  
the Change Do-Not-Disturb dialog box.  
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3. Click OK. The Change Do-not-disturb dialog box displays (Figure 3-9),  
showing the current Do-not-disturb setting for that extension.  
Figure 3-9 Change Do-not-disturb dialog box—Select Phone Operation  
4. Select Don’t allow incoming calls.  
5. Click OK. Do-not-disturb is set and all incoming calls are blocked from this  
extension.  
Canceling  
Use the following steps to cancel Do-not-disturb for an extension.  
Do-not-disturb  
Tip: You can use the following shortcuts to go directly to Figure 3-9, “Change  
From the Speed Dials window, right-click on the desired speed dial  
button and select Forward from the shortcut menu.  
From the Directory window, right-click on the desired directory entry  
and select Forward from the shortcut menu.  
1. From the Line Status window, select Line > Set do-not-disturb.The Change  
Do-not-disturb dialog box displays (Figure 3-8 on page 44).  
2. Do one of the following:  
Enter the phone number you want to set for Do-not-disturb in the Extension  
field.  
Click the Directory button to display the Directory. Click and drag the  
appropriate entry from the Directory window to Change Do-Not-Disturb  
dialog box.  
3. Click OK. The Change Do-not-disturb dialog box displays (Figure 3-9),  
showing the current Do-not-disturb setting for that extension.  
4. Select Allow incoming calls.  
5. Click OK. Do-not-disturb is canceled and the extension can now receive  
incoming calls.  
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Working With Messages  
The Business Attendant System allows you to take messages for employees and  
send them either by e-mail or by turning on the employee’s message waiting lamp.  
When the employee calls back after seeing the message waiting lamp, the attendant  
can view and read the messages for the employee. The message waiting lamp is  
automatically turned off when there are no unread messages. (See “Directory  
Note: The adjunct OpenWorX Message Reader application allows employees to read  
their messages directly from their Dterm telephones without calling the attendant.  
Consult your NEC distributor for additional information.  
Creating a  
Message  
Use the following steps to edit and send a new message.  
1. If the Directory window (Figure 2-8 on page 19) is not displayed, open the  
Directory window by doing one of the following:  
Start typing the name in the Number Entered field on the Line Status  
window to find the matching entries in the Directory.  
Note: If no records are found, check the Search for field listed on the Directory  
Window to verify that the BAS is searching for either the FullName,  
LastName, or FirstName field. If it is not, select a different Default sort  
field in the Options>Preferences>Employee DB tab from the Line Status  
Window.  
Select Window > Directory from the Line Status window.  
Press CTRL+R.  
The Directory window displays.  
2. Do one of the following from the Internal directory:  
Select the desired directory entry and click the New Message button.  
Right-click on the desired directory entry and select New Message from the  
shortcut menu.  
The New Message dialog box displays (Figure 3-10), with the employee’s  
name and e-mail address (if available) in the To: box.  
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Figure 3-10 New Message dialog box  
3. Enter information about the person for whom you are taking the message in the  
Name, Company, Phone number, and Extension fields.  
4. Enter the message in the Message edit box and, if desired, select any of the six  
message description check boxes in the Attributes group box.  
5. After you have finished editing the new message, send the message by doing  
one of the following:  
Click the Send by e-mail button to send the message to the employee by e-  
mail without further editing. If the e-mail address is not displayed when the  
New Message dialog box displays, enter the e-mail address. This e-mail  
address is then added to the database.  
Click the Edit in e-mail button to edit the message in the default e-mail  
application. This action is very useful when sending the message to multiple  
people, or attaching wave file recordings. All of the message information  
you have entered will be displayed in the e-mail application.  
Click the Turn on lamp button to turn on the employee’s message waiting  
lamp and, on the 2400 series of PBX, display TMM on the phone display.  
The message is saved for the attendant to read to the employee when the  
employee calls back. If using the adjunct Message Reader application,  
term  
employees can read their messages from their D  
screen.  
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Viewing Messages  
Use the following steps to review the messages for an employee.  
1. If the Directory window (Figure 2-8 on page 19) is not displayed, open the  
Directory window by doing one of the following:  
Start typing the name in the Number Entered field on the Line Status  
window to find the matching entries in the Directory.  
Note: If no records are found, check the Search for field listed on the Directory  
Window to verify that the BAS is searching for either the FullName,  
LastName, or FirstName field. If it is not, select a different Default sort  
field in the Options>Preferences>Employee DB tab from the Line Status  
Window.  
Select Window > Directory from the Line Status window.  
Press CTRL+R.  
The Directory window displays.  
2. Do one of the following from the Internal directory:  
Select the desired directory entry and click the View button.  
Right-click on the desired directory entry and select View Message from the  
shortcut menu.  
The View Messages window displays (Figure 3-11).  
Figure 3-11 View Messages window  
All messages for the employee stored in the database are displayed in the  
message list. Unread messages are indicated by a closed envelope in the Status  
column. Read messages are represented by an opened envelope in the Status  
column.  
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3. The message list can be sorted in the ascending or descending order by any of  
the fields displayed. To sort the list in the ascending order by a given field, click  
the column header of the appropriate field. Click on the column header again  
to sort the list by the field in descending order.  
4. To read the text of the message, double-click the message entry. The message  
text displays in the Message edit box. Some of the check boxes to the right of  
the Message edit box may be selected. Once the message is read, the status of  
the message changes from unread to read, and the Time field indicates the time  
that the message was read. The employee’s message waiting lamp is turned off  
when the message is marked read and there are no more unread messages.  
5. Do one of the following:  
Click Delete to delete the selected message. The message is deleted from the  
message database.  
Click Close to exit the View Messages window without deleting the  
message. The View Messages window closes.  
Note: A read message will only be retained in the database for the amount of time  
configured in the Business Attendant Administrator. It will be deleted after the  
configured amount of time elapses. (Refer to the Business Attendant System  
Administration Guide for more information.)  
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Configuring the User Options  
Chapter 4 Configuring the User Options  
Overview  
This chapter outlines the procedures used to change the Business Attendant Client  
options to create a more personalized environment. The options can be set  
individually by each user, so each user can customize their speed dials and screen  
layouts without affecting other users.  
Chapter Topics  
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Configuring the User Options  
OpenWorX Business Attendant System User Guide  
About the Business Attendant Client Options Dialog Box  
From the Business Attendant Client Options dialog box (Figure 4-1), you can  
configure the settings used by the Business Attendant Client application.  
Figure 4-1 Business Attendant Client Options dialog box  
The tabs in the Business Attendant Client Options dialog box contain the following  
information:  
General  
Contains the parameters for the speed dial buttons, display options, and the Health  
Check Server Interval.  
Line Window  
Configures the appearance and behavior of the Line Status window.  
Employee DB  
Configures the information displayed for employees in the internal Directory  
window and the Source/Destination area of the Line Status window.  
External Number DB  
Configures the information displayed for external numbers in the external  
Directory window and the Source/Destination area of the Line Status window.  
DID DB  
Configures the information displayed for DID numbers in the Source/Destination  
area of the Line Status window.  
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Configuring the User Options  
Route/Trunk  
Configures the information displayed for routes and trunks in the Source/  
Destination area of the Line Status window.  
Wave Files  
Configures wave file parameters used for recording and playing back greetings and  
telephone conversations.  
Note: The Wave Files tab is displayed and functional only if the NEC Dterm PC Card or  
an alternate device is installed. (Refer to the System Requirements in the Business  
Attendant System Administration Guide.)  
Configuring the Speed Dial Keys  
You can add, modify, and delete your speed dial keys. The default number of speed  
dial keys shown is 16, but you can define up to 40 speed dial keys. (See “Speed  
Adding or  
Use one of the following methods to add or modify a speed dial number.  
Modifying a Speed  
Dial Number  
Note: If a name is too long to display on a speed dial button, you can modify the  
displayed name in the Speed Dial Buttons group box in the Business Attendant  
Client Options dialog box.  
To Add or Modify a Speed Dial from the Line Status Window  
Use the following steps to add or modify a speed dial number from the Line Status  
window.  
1. Select Options > Preferences from the Line Status window. The Business  
Attendant Client Options dialog box displays (Figure 4-1 on page 52).  
2. Select the General tab, which contains the Speed Dial group box (Figure 4-2).  
Figure 4-2 Speed Dial Buttons group box  
3. Select the button that you want to use from the Button drop-down list in the  
Speed Dial Buttons group box.  
4. Enter the name that you want to appear on the speed dial button in the Name  
field and enter the phone number that you want associated with this button in  
Number field.  
5. Click OK. The speed dial button is updated.  
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Configuring the User Options  
OpenWorX Business Attendant System User Guide  
To Add or Modify a Speed Dial Using the Directory  
Use the following steps to add or modify a speed dial number using the Directory  
window.  
1. If the Directory window is not displayed, open the Directory window by doing  
one of the following:  
Start typing the name in the Number Entered field on the Line Status  
window to find the matching entries in the Directory.  
Note: If no records are found, check the Search for field listed on the Directory  
Window to verify that the BAS is searching for either the FullName,  
LastName, or FirstName field. If it is not, select a different Default sort  
field in the Options>Preferences>Employee DB tab from the Line Status  
Window.  
Select Window > Directory from the Line Status window.  
Press CTRL+R.  
The Directory window displays (Figure 5-1 on page 67).  
2. If the Speed Dials window is not displayed, open the Speed Dials window by  
doing one of the following:  
From the Line Status window, select Window > Speed Dials.  
Press CTRL+P.  
The Speed Dials window displays (Figure 2-9 on page 21).  
3. Do one of the following to update the speed dial button:  
Click and drag the desired entry from the Directory window to the General  
tab of the Business Attendant Client Options dialog box (Figure 4-1 on page  
52). Click OK. The speed dial button is updated.  
Click and drag the desired entry from the Directory window to the Speed  
Dials window, then drop onto the speed dial button you want to update. The  
speed dial button is updated.  
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OpenWorX Business Attendant System User Guide  
Configuring the User Options  
To Add or Modify a Speed Dial from the Speed Dials Window  
Use the following steps to add or modify a speed dial number from the Speed Dials  
window.  
1. If the Speed Dials window (Figure 2-9 on page 21) is not displayed, do one of  
the following:  
Select Window > Speed Dials from the Line Status window.  
Press CTRL+P.  
2. Right-click the desired speed dial button and select Properties from the  
shortcut menu. The Speed Dial Properties dialog box displays (Figure 4-3).  
Figure 4-3 Speed Dial Properties dialog box  
3. Enter the name that you want to appear on the speed dial button in the Name  
field.  
4. Enter the phone number that you want associated with this button in Number  
field.  
5. Do one of the following:  
To turn on monitoring for this speed dial, select the Monitor Speed Dial  
Buttons check box. When monitoring is selected, the BAS will flash this  
speed dial button red if a call is ringing on this extension, and it will turn the  
button solid red if the extension is off hook.  
Note: Only extensions on the local PBX or on the Fusion network can be  
monitored. Therefore, do not select this option if the speed dial number is  
an ACD pilot, an extension across CCIS, or an external phone number. If  
OAI traffic is heavy at your site, or if your PBX is running in two port mode  
and this extension already is being monitoring by other applications, such  
as Incoming Call Assistant or ACD, you may choose not to select this  
option.  
To turn off monitoring for this speed dial, clear the Monitor Speed Dial  
Buttons check box.  
6. Click OK. The speed dial button is updated.  
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Configuring the User Options  
OpenWorX Business Attendant System User Guide  
Deleting a Speed  
Dial Button  
To Delete a Speed Dial from the Line Status Window  
Use the following steps to delete a speed dial button from the Line Status window.  
1. Select Options > Preferences from the Line Status window (Figure 3-1 on page  
26). The Business Attendant Client Options dialog box displays (Figure 4-1 on  
2. Select the General tab, which contains the Speed Dial group box (Figure 4-2  
3. Select the button that you want to delete from the Button drop-down list in the  
Speed Dial Buttons group box.  
4. Clear the information in the Name field.  
5. Clear the information in the Number field.  
6. Click OK. The information defined for that speed dial button is deleted.  
To Delete a Speed Dial from the Speed Dials Window  
Use the following steps to delete a speed dial number from the Speed Dials  
window.  
1. If the Speed Dials window (Figure 2-9 on page 21) is not displayed, do one of  
the following:  
Select Window > Speed Dials from the Line Status window.  
Press CTRL+P.  
2. Right-click the desired speed dial button and select Properties from the  
shortcut menu. The Speed Dial Properties dialog box displays (Figure 4-3 on  
3. Clear the information in the Name field.  
4. Clear the information in the Number field.  
5. Clear the Monitor Speed Dial Buttons check box to turn off monitoring for  
this speed dial.  
6. Click OK. The information defined for that speed dial button is deleted.  
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Configuring the User Options  
Configuring the Window Display Options  
You can configure how the Business Attendant Client windows displays on your  
desktop.  
Setting the  
Window Display  
Options  
Use the following steps to configure the Business Attendant Client window display  
options.  
1. Select Options > Preferences from the Line Status window (Figure 3-1 on page  
26). The Business Attendant Client Options dialog box displays (Figure 4-1 on  
2. Select the General tab.  
Figure 4-4 Windows group box  
3. To save the current screen layout when you exit the Business Attendant Client,  
select the Save screen layout on exit check box in the Windows group box  
4. To configure the Line Status window to overlap the Directory and Speed Dials  
windows and remain active, select the Allow Line window to overlap  
sub-windows check box in the Windows group box (Figure 4-4).  
5. To minimize the Directory and Speed Dials windows when the Line Status  
window is minimized, select the Minimize sub-windows with Line window  
check box in the Windows group box (Figure 4-4).  
Note: This option is automatically chosen if the Allow Line window to overlap sub-  
windows option is not selected.  
6. Click OK. The window display options are saved.  
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Configuring the User Options  
OpenWorX Business Attendant System User Guide  
Setting the Health Check Server Interval  
The Business Attendant Client periodically checks to see if the Business Attendant  
Server is working properly. You can configure how often the Business Attendant  
Client checks the Business Attendant Server in the Business Attendant Client  
Options dialog box.  
Use the following steps to set the Health Check Server Interval.  
1. Choose Options > Preferences on the Line Status window (Figure 3-1 on page  
26). The Business Attendant Client Options dialog box displays (Figure 4-1 on  
2. Select the General tab.  
3. Enter the desired number of seconds the Business Attendant Client will wait  
between server health checks in the Health Check Server Interval field. The  
Health Check Server Interval can be configured for a minimum of 10 seconds  
and a maximum number of 60 seconds.  
Figure 4-5 Health Check Server Interval field  
4. Click OK.The Business Attendant Client Health Check Server Interval is  
changed.  
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Configuring the User Options  
Configuring Incoming Call Notification  
You can configure the Business Attendant Client to alert you to the presence of an  
incoming call whether or not the application is an active window. This feature  
allows you to minimize the Business Attendant Client while working in another  
application, and the system will notify you when you receive an incoming call. For  
example, if you are typing a letter in another application and you do not want the  
Business Attendant Client on your screen, you can minimize the Line Status  
window so that the Business Attendant Client is still running, but not displayed on  
your screen. When a call comes in, the Business Attendant Client either activates  
the application, beeps, or flashes on your screen so that you can answer that call,  
depending on the notification method you selected.  
Use the following steps to configure how the Business Attendant Client will notify  
you of an incoming call.  
1. Choose Options > Preferences from the Line Status window (Figure 3-1 on  
page 26). The Business Attendant Client Options dialog box displays (Figure 4-  
2. Select the Line Window tab (Figure 4-6).  
Figure 4-6 Line Window tab  
3. If you want the Business Attendant Client to be activated automatically when a  
call comes in, select the Pop when minimized check box.  
4. If you want the window and the Business Attendant Client icon to flash when  
you receive a call, select the Flash window check box.  
5. If you want to hear an audible tone when you receive a call, select the Beep  
check box.  
6. Click OK. The incoming call notification options are saved.  
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Configuring the User Options  
OpenWorX Business Attendant System User Guide  
Selecting the Displayed Command Buttons  
You can specify which command buttons appear in the Line Status window when  
you are using the Business Attendant Client. For example, if call parking is not  
used by your organization, you can remove the Park, Retrieve, and Join buttons to  
simplify the user interface.  
Use the following steps to select the commands displayed on the command buttons  
in the Line Status window:  
1. Select Options > Preferences from the Line Status window (Figure 3-1 on page  
26). The Business Attendant Client Options dialog box displays (Figure 4-1 on  
2. Select the Line Window tab (Figure 4-6 on page 59). The commands displayed  
on the command buttons in the Line Status window display in the Command  
Buttons group box (Figure 4-7).  
Figure 4-7 Command Buttons group box  
3. To clear a command from the buttons, click on the button to be cleared to select  
it, then click Clear.  
4. To add a command to a button, drag and drop the command from the Available  
commands list box to a blank command button. If you want to replace a  
displayed command, drag and drop an available command to the button you  
want to replace.  
5. To remove a displayed command, drag and drop the command from the button  
to the Available commands list box.  
6. Click OK. The command button display options are saved.  
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OpenWorX Business Attendant System User Guide  
Configuring the User Options  
Displaying the Call Source/Destination Information  
The Business Attendant Client displays information about the original inbound or  
outbound caller in the Source area and information about the party receiving a  
transfer or participating in a conference in the Destination area of the Line Status  
window. You can select the type of information that displays for internal calls and  
external calls. Additionally, you can select the type of information that displays for  
incoming DID calls and incoming Route/Trunk calls.  
When you receive a call, the Business Attendant Client takes the information that  
is available about that call (such as Trunk ID, ANI, DNIS, and Extension number)  
and searches your directory to find a match of that information. If a match is found,  
the Business Attendant Client shows up to three lines of information about that call,  
depending on the options you selected.  
If you are handling calls for several departments or companies, this feature enables  
you to answer the call with the appropriate greeting.  
Use the following steps to select the source and destination display information.  
1. Choose Options > Preferences on the Line Status window (Figure 3-1 on page  
26). The Business Attendant Client Options dialog box displays (Figure 4-1 on  
2. To change the information displayed for internal calls, select the Employee DB  
tab (Figure 4-8), then select the information that you want displayed on lines 1,  
2, and 3 from the Source/Dest Caller Information group box. If you do not want  
to display any information on a line, select None.  
Figure 4-8 Employee DB tab  
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Configuring the User Options  
OpenWorX Business Attendant System User Guide  
3. To change the information displayed for external calls, select the External  
Number DB tab (Figure 4-9), then select the information that you want  
displayed on lines 1, 2, and 3 from the Source/Dest Caller Information group  
box. If you do not want to display any information on a line, select None.  
Figure 4-9 External Number DB tab  
4. To change the information displayed for DID calls, select the DID DB tab  
(Figure 4-10), then select the information that you want displayed on lines 1, 2,  
and 3 from the Source/Dest DID Info group box. If you do not want to display  
any information on a line, select None.  
Figure 4-10 DID DB tab  
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OpenWorX Business Attendant System User Guide  
Configuring the User Options  
5. To change the information displayed for calls coming in on a specific route and  
trunk, select the Route/Trunk tab (Figure 4-11), then select the information that  
you want displayed on lines 1, 2, and 3 from the Source/Dest Route/Trunk  
Information group box. If you do not want to display any information on a line,  
select None.  
Figure 4-11 Route/Trunk tab  
6. Click OK to save your changes.  
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Configuring the User Options  
OpenWorX Business Attendant System User Guide  
Configuring the Fields Displayed in the Directory Window  
The Business Attendant Client directory is divided into internal and external  
directory. Each directory contains various fields about employees and external  
numbers, respectively. You can choose the fields for each directory that you want  
to display in the Directory window. (See “Directory Window” on page 19 for more  
Note: The fields available to display in the directory can only be defined by the  
Administrator, using the Business Attendant Administrator application.  
Use the following steps to choose the fields displayed in the Directory window.  
1. Select Options > Preferences on the Line Status window. The Business  
Attendant Client Options dialog box displays with the General tab selected.  
2. Do one of the following:  
Select the Employee DB tab to change the information displayed in the  
Employee Directory.  
Select the External Number DB tab to change the information displayed in  
the external directory.  
Figure 4-12 Employee Directory Display group box  
The selected tab contains the fields available for display in the Directory  
window listed in either the Employee directory display group box or the  
External number directory display group box. The Fields to display box  
contains the fields that currently appear in the Directory window.  
3. Do one of the following from the Employee fields box or the External DB fields  
box:  
To add a field, select the desired field from the Employee fields or the  
External DB fields and click Add. You can also double-click the field.  
To select all of the available fields, click Add all.  
To remove a field from the Directory window display, select the desired field  
from the Fields to display box and click Remove. You can also double-click  
the field.  
To change the order in which the fields are displayed, select a field and click  
the Move up or Move down button.  
4. Click OK. The Directory window shows any changes to the fields that you  
made.  
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Configuring the User Options  
Changing Passwords  
You can change your password for the Business Attendant Client application by  
using the Change Password dialog box.  
Use the following steps to change your password:  
1. Select Options > Change password from the Line Status window. The Change  
Password dialog box displays (Figure 4-13).  
Figure 4-13 Change Password dialog box  
2. Enter your current password in the Old password field.  
3. Enter your new password in the New password field. The maximum length of  
the password is ten characters, either letters or numbers. This field is not case-  
sensitive.  
4. Enter the new password again in the Verify new password field.  
5. Click OK. Your password is changed as specified in the New Password field.  
Use it the next time you log in to the Business Attendant Client.  
Saving the Screen Layout  
Once the workstation is configured to your preferences, you can save the current  
layout of the Business Attendant Client windows for future use. The next time you  
start the application, the layout will be restored to the last saved layout. You can  
also configure the Business Attendant Client to automatically save the screen  
layout every time you exit.  
To save the current screen layout, select Options > Save screen layout from  
the Line Status window. The Business Attendant Client windows configuration  
is saved and will be restored the next time you log in.  
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OpenWorX Business Attendant System User Guide  
Working With the Directory  
Chapter 5 Working With the Directory  
Overview  
This chapter outlines the procedures used to change the Business Attendant Client  
options to create a more personalized environment. The options can be set  
individually by each user, so each user can customize their speed dials and screen  
layouts without affecting other users.  
Chapter Topics  
About the Directory Window  
The Directory window (Figure 5-1) contains the internal and external directories.  
Double-click on an entry in the directory, press Enter, or drag it to the Line Status  
window to place a call. You can also use the Directory window to define the speed  
dial buttons on the Speed Dials window. (See “Adding or Modifying a Speed Dial  
Figure 5-1 Directory window  
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Working With the Directory  
OpenWorX Business Attendant System User Guide  
Displaying the Directory  
The Directory window contains the internal and external directories. You can open  
the directory when the station is in “Idle” status or while the attendant is connected  
to a source caller.  
From the Line Status window (Figure 3-1 on page 26), use one of the following  
methods to display the Directory window (Figure 5-1).  
Start typing the name in the Number Entered field on the Line Status window  
to find the matching entries in the Directory.  
Note: If no records are found, check the Search for field listed on the Directory  
Window to verify that the BAS is searching for either the FullName,  
LastName, or FirstName field. If it is not, select a different Default sort field  
in the Options>Preferences>Employee DB tab from the Line Status Window.  
Select Window > Directory from the Line Status window.  
Press CTRL+R.  
Sorting the Directory  
You can sort the information in the internal and external directories in various  
ways. When you change the sort criteria of the directory, the application changes  
the directory search criteria to the same value. For example, if you sort the  
directory by LastName, the Business Attendant Client searches the directory by  
LastName when you enter information in the Search for field on the Directory  
window or in the Number Entered field on the Line Status window.  
In the internal directories, you can sort and search by the following fields listed in  
Table 5-1 Valid Sort and Search Fields in the  
Directory Window  
Field Names  
Extension  
FullName  
FirstName  
LastName  
Title  
Company  
Division  
Department  
Building  
Pager  
City  
Fax  
State  
Loc Status  
Return Date  
Zip  
Mail Stop  
For external directories, you can sort and search by most of the displayed fields.  
You can also apply a secondary sort. For instance, you can find all people with the  
last name of “Smith” in Accounting by sorting by the FullName or LastName  
with a secondary sort on the Department.  
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OpenWorX Business Attendant System User Guide  
Working With the Directory  
Changing the  
Use the following steps to change the default sort order of the displayed directory.  
Default Sort Order  
1. Select Options > Preferences on the Line Status window (Figure 3-1 on page  
26) to open the Business Attendant Client Options dialog box (Figure 4-1 on  
2. Select the Employee DB or External Number DB tab.  
3. Select the field from the Default sort field drop-down list (Figure 5-2).  
Figure 5-2 Default Sort field  
4. Click OK. The Business Attendant Client Options dialog box closes, saving the  
parameters.  
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Working With the Directory  
OpenWorX Business Attendant System User Guide  
Adding a Directory Entry  
Use the following procedures to add new listings in the internal and external  
directories.  
Adding an Internal  
Directory Entry  
Use the following steps to add an entry to the internal directory.  
1. Do one of the following to open the internal directory:  
Select the View > Internal directory from the Directory window (Figure 5-  
Select the Internal tab in the Directory window (Figure 5-1 on page 67).  
2. Do one of the following:  
Select Edit > Add.  
Right-click on an entry and select Add from the shortcut menu.  
The Add Employee dialog box displays (Figure 5-3).  
Figure 5-3 Add Employee dialog box  
3. Enter data in each of the available fields. Click on the desired tab to navigate  
between the tabs.  
4. Click OK to save the entry and exit the Add Employee dialog box. The Add  
Employee dialog box closes, adding the entry to the directory.  
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OpenWorX Business Attendant System User Guide  
Working With the Directory  
AddinganExternal  
Directory Entry  
Use the following steps to add an entry to the external directory.  
1. Do one of the following to open the external directory:  
Select the View > External directory from the Directory window (Figure 5-  
Select the External tab in the Directory window (Figure 5-1 on page 67).  
2. Do one of the following:  
Select Edit > Add.  
Right-click on an entry and select Add from the shortcut menu.  
The Add External Number dialog box displays (Figure 5-4).  
Figure 5-4 Add External Number dialog box  
3. Enter the available information in the following fields:  
ANI num  
A ten digit number used to find this record or displayed when answering  
calls. (For example, enter 9725551212 as a valid ANI number.)  
Call num  
The access code and number used when placing and transferring calls to  
this destination. (For example, 99725551212 or 95551212.)  
Displayable num  
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Working With the Directory  
OpenWorX Business Attendant System User Guide  
The number to be displayed in the directory, complete with spaces,  
hyphens, and parentheses. (For example, (972) 555-1212.)  
Name  
Account  
Department  
Company  
Address  
City  
State  
Zip  
User Defined fields 1 - 4  
4. To save the entry and add another entry without exiting the Add External  
Number dialog box, click Add Another.  
5. Click OK to save the entry and exit the Add External Number dialog box. The  
Add External Number dialog box closes, adding the entry to the directory.  
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OpenWorX Business Attendant System User Guide  
Working With the Directory  
Modifying a Directory Entry  
Use the following procedures to edit an entry in the internal or external directory.  
Modifying an  
Internal Directory  
Entry  
Use the following steps to modify an entry in the internal directory.  
1. Do one of the following to open the internal directory:  
Select the View > Internal directory from the Directory window (Figure 5-  
Select the Internal tab in the Directory window (Figure 5-1 on page 67).  
2. Select the directory entry that you want to modify.  
3. Do one of the following:  
Select Edit > Modify.  
Right-click on an entry and select Modify from the shortcut menu.  
The Edit Employee dialog box displays (Figure 5-5).  
Figure 5-5 Edit Employee dialog box  
4. Enter the new information in the desired field(s). Click on the desired tab to  
navigate between the tabs.  
5. Click OK to save the entry and exit the Edit Employee dialog box. The Edit  
Employee dialog box closes, modifying the directory entry.  
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Working With the Directory  
OpenWorX Business Attendant System User Guide  
Modifying an  
External Directory  
Entry  
Use the following steps to modify an entry in the external directory.  
1. Do one of the following to open the external directory:  
Select the View > External directory from the Directory window (Figure 5-  
Select the External tab in the Directory window (Figure 5-1 on page 67).  
2. Select the directory entry that you want to modify.  
3. Do one of the following:  
Select Edit > Modify.  
Right-click on an entry and select Modify from the shortcut menu.  
The Modify External Number dialog box displays (Figure 5-6).  
Figure 5-6 Modify External Number dialog box  
4. Enter the new information in the desired field(s).  
5. Click OK to save the entry and exit the Modify External Number dialog box.  
The Modify External Number dialog box closes, modifying the entry in the  
directory.  
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OpenWorX Business Attendant System User Guide  
Working With the Directory  
Deleting a Directory Entry  
Use the following procedures to delete listings in the internal and external  
directories.  
Deleting an  
Internal Directory  
Entry  
Use the following steps to delete an internal directory entry.  
1. Do one of the following to open the internal directory:  
Select the View > Internal directory from the Directory window (Figure 5-  
Select the Internal tab in the Directory window (Figure 5-1 on page 67).  
2. Select the directory entry that you want to delete from the Directory window.  
3. Do one of the following:  
Select Edit > Delete.  
Right-click on an entry and select Delete from the shortcut menu.  
The Edit Employee dialog box displays (Figure 5-7).  
Figure 5-7 Edit Employee dialog box  
4. Click OK to delete the entry and exit the Edit Employee dialog box. The Edit  
Employee dialog box closes, deleting the entry from the directory.  
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Working With the Directory  
OpenWorX Business Attendant System User Guide  
Deleting an  
External Directory  
Entry  
Use the following steps to delete an external directory entry.  
1. Do one of the following to open the external directory:  
Select the View > External directory from the Directory window (Figure 5-  
Select the External tab in the Directory window (Figure 5-1 on page 67).  
2. Select the entry that you want to delete from the Directory window.  
3. Do one of the following:  
Select Edit > Delete.  
Right-click on an entry and select Delete from the shortcut menu.  
The Delete External Number dialog box displays (Figure 5-8).  
Figure 5-8 Delete External Number dialog box  
4. Click OK to delete the entry and exit the Delete External Number dialog box.  
The Delete External Number dialog box closes, deleting the entry from the  
directory.  
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OpenWorX Business Attendant System User Guide  
Using the Wave File Recording Features  
Chapter 6 Using the Wave File Recording Features  
Overview  
This chapter outlines the procedures used to work with recorded wave files with  
the Business Attendant System, including playing and recording greetings and  
conversations.  
Chapter Topics  
About Wave File Recording  
term  
If you have installed the NEC D  
PC Board and its driver or an alternate device,  
you can use the wave file recording and playing feature the Business Attendant  
System provides. After the wave device has been configured, the attendant can  
record and play back wave files, including greetings and conversations. (See  
recording is enabled, the Business Attendant System automatically records calls  
and allows attendants to play them back. (See “Working with Recorded Calls” on  
Wave File Naming  
Conventions  
Each wave file has a .wav extension. The Business Attendant Client uses the  
following conventions in naming the files.  
Table 6-1 Wave File Naming Conventions  
When You See  
It Indicates  
This is a greeting wave file.  
g
i
This is an internal greeting wave file.  
e
This is an external greeting wave file.  
gxxxx  
dy  
This is a greeting wave file for called number xxxx.  
This is a greeting wave file used all day.  
am  
pm  
This is a greeting wave file used only for mornings.  
This is a greeting wave file used only for afternoons.  
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Using the Wave File Recording Features  
OpenWorX Business Attendant System User Guide  
Table 6-1 Wave File Naming Conventions  
When You See  
It Indicates  
If the file name contains all digits, the file is a recorded  
call conversation. The numbers indicate the time that the  
conversation was recorded. The first two digits indicate  
File name is all digits the day, the second two digits indicate the hour, the third  
(example: 12121212) two digits indicate the minutes, and the fourth set of two  
digits indicate the seconds. As a result of this format, the  
call may be overwritten within a month of the recorded  
time.  
Configuring Wave Files Settings  
Before using the wave file recording and playing functionality of the Business  
Attendant System, the wave devices for playing greetings and phone conversation  
recordings must be configured. Wave device and file settings can be made through  
the Wave Files tab of the Business Attendant Client Options dialog box (Figure 6-  
1).  
Use the following steps to display the Wave Files tab.  
1. Select Options > Preferences on the Line Status window (Figure 3-1 on page  
26). The Business Attendant Client Options dialog box displays (Figure 4-1 on  
2. Select the Wave Files tab (Figure 6-1).  
Figure 6-1 Wave Files tab  
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Using the Wave File Recording Features  
Configuring  
Greetings  
The Greeting group box (Figure 6-2) on the Wave Files tab (Figure 6-1 on page 78)  
contains the settings the Business Attendant System uses to record and play  
greetings.  
Figure 6-2 Greeting group box  
The input and output wave devices for recording and playing back greetings must  
be configured before the Business Attendant System can use recorded greetings.  
Additionally, through the settings in the Greeting group box, you can configure the  
Business Attendant System to use different greetings for nights and different  
greetings for groups.  
Setting Up Greeting Recording Wave File Input/Output Devices  
Use the following steps to select the wave file input and output devices for  
recording and playing back greetings.  
1. To select the device that will be used to record the greeting, click the Change  
button beside the Input field in the Greeting group box (Figure 6-2). The Wave  
Input Device dialog box displays (Figure 6-3).  
Figure 6-3 Wave Input Device dialog box  
2. To select the device that will be used to play back the greetings, click the  
Change button beside the Output field in the Greeting group box (Figure 6-2).  
The Wave Output Device dialog box displays (Figure 6-4).  
Figure 6-4 Wave Output Device dialog box  
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OpenWorX Business Attendant System User Guide  
3. Select the device that will be used to record and play back the greeting wave file  
from the following options in the drop-down list.  
Table 6-2 Wave File Device Options  
Option  
Recording and Play Back Method  
Recording is done from the Mic input and the  
recording is played back through the speakers.  
To use this device for recording and playing  
Stereo Mic/Speakers  
back wave files, plug a microphone into the  
term  
D
PC boards microphone jack and plug in  
term  
a speaker to the D  
PC Board’s SPKR jack.  
Recording is done with the adjunct telephone,  
recording over the dial tone. The recording is  
played back to the phone.  
Phone Voice Channel  
Recording is done from both the adjunct  
telephone and the far party. The recording is  
played back to both the adjunct telephone and  
the far party.  
term  
D
PC Line and Phone  
Note: The Sample Rate, Sample Size, and Stereo fields are related to the wave file  
format. These fields can be changed if they are enabled. The higher the  
sample rate chosen, the better the recording quality, but the more disk space  
is needed for every second of recording. For example, to record a wave file  
for one second at 11KHz uses 10.78 KB disk space, at 22KHz uses 21.53KB  
disk space, and 44KHz uses 43.06KB disk space.  
4. If available, select the desired sample rate from the Sample Rate group box.  
5. If available, select the desired sample size from the Sample Size group box.  
6. If desired, click the Stereo check box to record in Stereo.  
Note: In addition to the sample rate, the Input Gain and Wave Volume affect the  
record and playback quality of your wave files. These items can be set through  
the Dterm PC Board Configure software that comes with your Dterm PC Board  
Package. The Dterm PC Installation Guide for Dterm PC Series III contains  
detailed information about wave device settings. The Input Gain and Wave  
Volume for selected wave devices can be adjusted before or during recording  
or playing back wave file.  
7. Click OK. The Wave Input/Output Device dialog box closes and the Business  
Attendant Client Options dialog box displays.  
8. Click OK to save this parameter and exit the Business Attendant Client Options  
dialog box.  
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OpenWorX Business Attendant System User Guide  
Using the Wave File Recording Features  
Configuring Automatic Greetings  
Use the following steps to enable the Business Attendant System to play a greeting  
automatically.  
1. From the Business Attendant Client Options dialog box (Figure 4-1 on page  
52), select the Wave Files tab (Figure 6-1 on page 78).  
2. Select the Automatically play greeting check box.  
3. Click OK to save this parameter and exit the Business Attendant Client Options  
dialog box.  
Configuring Time-Dependent Greetings  
The Business Attendant System allows you to play a different greeting depending  
on the time of day.  
Use the following steps to enable the Business Attendant System to use a time-  
dependent greeting.  
1. From the Business Attendant Client Options dialog box (Figure 4-1 on page  
52), select the Wave Files tab (Figure 6-1 on page 78).  
2. Select the Play different greeting for AM and PM check box.  
3. Click OK to save this parameter and exit the Business Attendant Client Options  
dialog box.  
Configuring Group Greetings  
The Business Attendant System can be configured to play different greetings for  
different groups or DIDs. The groups/DIDs are configured in the Business  
Attendant Administrator application. Group greetings are configured when  
Use the following steps to enable the Business Attendant System to use different  
greetings for groups.  
1. From the Business Attendant Client Options dialog box (Figure 4-1 on page  
52), select the Wave Files tab (Figure 6-1 on page 78).  
2. Select the Play different greeting for groups check box.  
3. Click OK to save this parameter and exit the Business Attendant Client Options  
dialog box.  
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Using the Wave File Recording Features  
OpenWorX Business Attendant System User Guide  
Configuring  
Automatic Call  
Recording  
The Call Conversation group box (Figure 6-5) on the Wave Files tab (Figure 6-1  
on page 78) contains the settings the Business Attendant System uses to enable  
attendants to record conversations.  
Figure 6-5 Call Conversation group box  
If automatic recording is selected, the Business Attendant System warns the  
attendant after the configured number of minutes that the conversation is being  
recorded. The attendant can then decide to continue or to stop recording. Since the  
wave files require a large amount of disk space, the attendant might want to stop  
recording after the warning displays.  
Note: Please follow the FCC rules regarding the legality of recording telephone  
conversations before you start recording a phone conversation.  
Before the Business Attendant System can record calls, call recording must be  
enabled and the input and output wave devices for recording and playing back call  
conversations must be configured. Additionally, the Call Conversation group box  
allows you to configure the number of calls that will be recorded automatically, and  
the length of time between recording reminders.  
Enabling Call Recording  
Before the Business Attendant System can record any call conversations,  
conversation recording must be enabled. Use the following steps to enable call  
recording.  
1. From the Business Attendant Client Options dialog box (Figure 4-1 on page  
52), select the Wave Files tab (Figure 6-1 on page 78).  
2. Select the Record phone conversation check box.  
3. Click OK to save this parameter and exit the Business Attendant Client Options  
dialog box.  
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OpenWorX Business Attendant System User Guide  
Using the Wave File Recording Features  
Setting Up Call Recording Wave File Input/Output Devices  
Use the following steps to select the wave file input and output devices for  
recording and playing back calls.  
1. To select the device that will be used to record the calls, click the Change button  
beside the Input field in the Call Conversation group box (Figure 6-5). The  
Wave Input Device dialog box displays (Figure 6-3).  
Figure 6-6 Wave Input Device dialog box  
2. To select the device that will be used to play back the wave files of the calls,  
click the Change button beside the Output field in the Call Conversation group  
box (Figure 6-5). The Wave Output Device dialog box displays (Figure 6-3).  
Figure 6-7 Wave Output Device dialog box  
3. Select the device that will be used to record and play back the recorded call  
wave files from the following options in the drop-down list.  
Table 6-3 Wave File Device Options  
Option  
Recording and Play Back Method  
Recording is done from the Mic input and the  
recording is played back through the speakers.  
To use this device for recording and playing  
Stereo Mic/Speakers  
back wave files, plug a microphone into the  
term  
D
PC boards microphone jack and plug in  
term  
a speaker to the D  
PC Board’s SPKR jack.  
Recording is done with the adjunct telephone,  
recording over the dial tone. The recording is  
played back to the phone.  
Phone Voice Channel  
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Using the Wave File Recording Features  
OpenWorX Business Attendant System User Guide  
Table 6-3 Wave File Device Options  
Recording and Play Back Method  
Option  
Recording is done from both the adjunct  
telephone and the far party. The recording is  
played back to both the adjunct telephone and  
the far party.  
term  
D
PC Line and Phone  
Note: The Sample Rate, Sample Size, and Stereo fields are related to the wave file  
format. These fields can be changed if they are enabled. The higher the  
sample rate chosen, the better the recording quality, but the more disk space  
is needed for every second of recording. For example, to record a wave file  
for one second at 11KHz uses 10.78 KB disk space, at 22KHz uses 21.53KB  
disk space, and 44KHz uses 43.06KB disk space.  
4. If available, select the desired sample rate from the Sample Rate group box.  
5. If available, select the desired sample size from the Sample Size group box.  
6. If desired, click the Stereo check box to record in Stereo.  
Note: In addition to the sample rate, the Input Gain and Wave Volume affect the  
record and playback quality of your wave files. These items can be set through  
the Dterm PC Board Configure software that comes with your Dterm PC Board  
Package. The Dterm PC Installation Guide for Dterm PC Series III contains  
detailed information about wave device settings. The Input Gain and Wave  
Volume for selected wave devices can be adjusted before or during recording  
or playing back wave file.  
7. Click OK. The Wave Input/Output Device dialog box closes and the Business  
Attendant Client Options dialog box displays.  
8. Click OK to save this parameter and exit the Business Attendant Client Options  
dialog box.  
Configuring the Number of Calls Recorded  
The Business Attendant System can record up to the last five calls. Use the  
following steps to configure the number of calls the Business Attendant System  
records automatically.  
1. From the Business Attendant Client Options dialog box (Figure 4-1 on page  
52), select the Wave Files tab (Figure 6-1 on page 78).  
2. Enter the number of calls, ranging from 1 to 5, that the Business Attendant  
System will record in the Record last calls field.  
3. Click OK to save this parameter and exit the Business Attendant Client Options  
dialog box.  
Configuring the Notification Warning  
Use the following steps to configure how long the conversation is recorded before  
the BAS reminds the attendant that the call is being recorded.  
1. From the Business Attendant Client Options dialog box (Figure 4-1 on page  
52), select the Wave Files tab (Figure 6-1 on page 78).  
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OpenWorX Business Attendant System User Guide  
Using the Wave File Recording Features  
2. Enter the number of minutes that the Business Attendant System should record  
the conversation before displaying a reminder in the Remind interval field.  
3. Click OK to save this parameter and exit the Business Attendant Client Options  
dialog box.  
Setting the Wave  
File Path  
Before wave files can be played and recorded using the Business Attendant  
System, you must enter a path indicating the location of the wave files. You can  
store the wave files for all attendants in a common directory to save disk space on  
the local machines, instead of having each attendant store their individual wave  
files on their local machine. If the wave files are stored in a common directory, the  
administrator can view, playback, or delete the wave files to maintain the files and  
disk space. In the common directory, each attendant has their own folder.  
Attendants can only view, play, or delete their own wave files.  
Use the following steps to configure the wave file common directory.  
1. From the Business Attendant Client Options dialog box (Figure 4-1 on page  
52), select the Wave Files tab (Figure 6-1 on page 78).  
2. Do one of the following:  
Enter the desired path in the Path to wave files field.  
Click the Browse button and select the desired path from the available  
directories.  
3. Click OK to save this parameter and exit the Business Attendant Client Options  
dialog box.  
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Using the Wave File Recording Features  
OpenWorX Business Attendant System User Guide  
Working with Greetings  
term  
If you have installed the D  
PC Board and its driver or alternate device in your  
computer, you are able to record and play wave files from or to a telephone line.  
The Business Attendant System provides the following options for playing  
greeting wave files:  
Automatically play greeting  
This option enables the Business Attendant System to automatically play back a  
prerecorded greeting wave file when an incoming call is connected.  
Play different greeting for AM and PM  
This option enables the Business Attendant System to play back different greeting  
wave files in the morning and in the afternoon.  
Play different greeting for groups  
This option enables the Business Attendant System to play back different greeting  
wave files to different external group callers.  
When a call comes in and is connected, a prerecorded greeting wave file is played  
for the calling party. If your selected greeting wave file does not exist, no greeting  
is played.  
Recording a  
Greeting  
Attendants can record greeting wave files after the greetings parameters are  
configured on the Wave Files tab in the Business Attendant Client Options dialog  
box. Before you start recording, verify that the record and play back devices have  
information.) Use the following steps to record a greeting.  
1. Select Options > Record greeting from the Line Status window (Figure 3-1 on  
page 26). The Record Greeting dialog box displays (Figure 6-8). The Record  
Greeting dialog box contains controls that are similar to those on a tape  
recorder.  
Figure 6-8 Record Greeting dialog box  
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Using the Wave File Recording Features  
2. Click the red Record button to start recording. The slider moves while you  
record the message. The length of the file displays in the Position and Length  
fields.  
Note 1: The Stereo Mic/Speakers option is recommended to ensure the highest quality  
of recording.  
Note 2: If you have selected the Dterm Phone Voice Channel, take the receiver off the  
hook and speak the desired greeting. The dial tone will not be incorporated  
in the recording.  
3. Use the play back controls to navigate within and play the wave file:  
Click the Play button to play the wave file.  
Click the Fast Forward or Rewind button to move to the beginning or end  
of the wave file. After reaching the desired location, click the Play button to  
play the wave file.  
Move the Slider Control to move to a specific location in the wave file.  
After reaching the desired location, click the Play button to play the wave  
file.  
Click the Pause button to stop playing the wave file at the current location.  
Click the Pause button again to resume playing the wave file.  
Click the Stop button to stop the wave file from playing.  
4. Once you are satisfied with your recording, you can save the file as one of the  
following types of greetings.  
Table 6-4 Greeting Types  
Greeting Type  
Action  
Internal Greeting  
Plays for internal incoming calls.  
Plays for external incoming calls in spite of the  
called numbers.  
External Greeting  
Plays for external incoming calls according to  
their groups. Groups are defined by called  
numbers.  
Group Greeting  
5. If you selected the Group greeting radio button, click the Select groups button  
to select the group(s) that you want to hear the wave file greeting. The Save  
Greeting for Groups dialog box displays (Figure 6-9), displaying the groups  
previously configured using the Business Attendant Administrator.  
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Using the Wave File Recording Features  
OpenWorX Business Attendant System User Guide  
Figure 6-9 Save Greeting for Groups dialog box  
6. Click the group(s) to select the desired groups. Click OK when all groups are  
selected. The Save Greeting for Groups dialog box closes.  
7. Select the time of day that you want the message to be played:  
All day  
Morning  
Afternoon  
8. Click OK. The Record Greeting dialog box closes, saving the greeting.  
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OpenWorX Business Attendant System User Guide  
Using the Wave File Recording Features  
Working with Recorded Calls  
The Business Attendant System gives attendants the capability to record and play  
back call conversations. If configured, the Business Attendant System will  
automatically record a number of calls and save them as wave files for attendants  
Recording a Call  
If the Business Attendant System is configured to automatically record the phone  
conversations, the specified number of calls are recorded. The files are not  
permanently saved to the hard drive since the files often require large amounts of  
disk space. Instead, the temporary files are saved to the location configured in the  
Business Attendant Client Options. (See “Configuring Automatic Call Recording”  
Note: Please follow the FCC rules regarding the legality of recording telephone  
conversations before you start recording a phone conversation.  
Use following methods to save call recordings, with a note attached.  
Note: The Save Recording option is only available after hanging up with the caller you  
were recording.  
Click the SvRec command button in the Line Status window (Figure 3-1 on  
CTRL+F9  
Select Call > Save Recording from the Line Status window (Figure 3-1 on  
The recording is saved to the location configured in the Business Attendant  
Client Options dialog box.  
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Using the Wave File Recording Features  
OpenWorX Business Attendant System User Guide  
Playing a  
Use the following steps to play a wave file of a recorded call.  
Recorded Call  
1. Select Options > Play back from the Line Status window (Figure 3-1 on page  
26). The Play Back dialog box displays (Figure 6-10).  
Figure 6-10 Play Back dialog box  
2. Select the wave file that you want to play from the Wave Files group box.  
To open wave files that are not saved in the default folder, click the Browse  
button, then open the desired wave file.  
Information about the wave file displays in the Record Information group  
box, including the name of the caller or called party, the phone number, the  
time of the call, and any notes that the operator entered when saving the  
recording.  
Slider Control  
Stop  
Pause  
Play  
Rewind  
Fast Forward  
Figure 6-11 Play Back Controls - Play Back dialog box  
3. The Play Back dialog box controls (Figure 6-11) are similar to those on a tape  
recorder. Use the play back controls to navigate within and play the wave file:  
Click the Play button to play the wave file.  
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OpenWorX Business Attendant System User Guide  
Using the Wave File Recording Features  
Click the Fast Forward or Rewind button to move to a specific location in  
the wave file. After reaching the desired location, click the Play button to  
play the wave file.  
Move the Slider Control to move to a specific location in the wave file.  
After reaching the desired location, click the Play button to play the wave  
file.  
Click the Pause button to stop playing the wave file at the current location.  
Click the Pause button again to resume playing the wave file.  
Click the Stop button to stop the wave file from playing.  
4. To select another wave file in the list, click on the name of the desired file.  
5. To exit the Play Back dialog box, click the close box at the top of the screen.  
Deleting Wave Files  
Wave files require a large amount of disk space, so at times, you may want to delete  
unneeded wave files to free disk space. Use the following steps to delete a wave  
file.  
1. Select Options > Play back from the Line Status window (Figure 3-1 on page  
26). The Play Back dialog box displays (Figure 6-10 on page 90).  
2. Select the wave file that you want to delete from the Wave Files group box.  
To open wave files that are not saved in the default folder, click the Browse  
button, then open the desired wave file.  
Information about the wave file displays in the Record Information group  
box, including the name of the caller or called party, the phone number, the  
time of the call, and any notes that the operator entered when saving the  
recording.  
3. Click the Delete button. The Delete Wave File dialog box displays.  
4. Click OK. The Play Back dialog box displays.  
5. To exit the Play Back dialog box, click the close box at the top of the screen.  
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Using the Wave File Recording Features  
OpenWorX Business Attendant System User Guide  
Troubleshooting Wave Files  
NEC recommends that administrators should test the wave file quality by having  
the attendants record and play back a greeting to an incoming call, as well as record  
and play back a caller’s conversation so that the administrator can adjust the  
term  
configuration of the D  
PC board or the alternate device to establish a  
satisfactory wave file quality.  
Some problems that may occur when dealing with wave files are listed below with  
possible solutions:  
Table 6-5 Possible Wave File Problems and Solutions  
Problem  
Suggestions  
You can’t hear a recorded greeting or  
conversation regardless of volume.  
Choose a different wave device.  
The record input gain for the record  
device is too low.  
The recorded wave file is noisy.  
Decrease the volume of the wave  
device.  
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OpenWorX Business Attendant System User Guide  
Error Messages  
Appendix A Error Messages  
The following table lists the error messages that might be encountered when using  
the Business Attendant System Client application, the cause, and the suggested  
remedy.  
Table 6-6 Business Attendant Client Error Messages  
Message  
Cause  
Action  
All loops are full, please process the calls on  
the loops.  
The attendant tried to answer a Process other calls waiting  
call with calls waiting on all on the loops first.  
loops.  
BAS Server compact and repair routine has  
ended. Continue with call processing but report  
unusual behavior to an administrator  
immediately.  
A Client was logged in when Report the error to the  
the Server was scheduled to Administrator. The  
run the compact and repair  
routine on the  
BASQueueDB.mdb file.  
Administrator should  
consult log for error codes  
and try to reschedule the  
compact and repair routine  
to non-business hours, if  
possible, to cut down on the  
chances of a locked  
Database.  
Camp request failed, please try again.  
Call processing error.  
Try again or check the  
OAI.log file on the  
OpenWorX Server for  
detailed error information.  
Cannot dial an orbit number. Use the Retrieve • The attendant dialed an orbit Use Park Retrieve to retrieve  
Parked Call option.  
number.  
the parked call.  
Could not change password.  
Database error:  
Invalid Database Version  
Note the error code and  
contact Support.  
Corrupt Database  
Could not create new CallState record.  
Database error:  
CallStateDB corruption  
Note the error code and  
contact Support.  
Invalid path  
File locked  
Could not delete CallState record.  
Database error:  
CallStateDB corruption  
Note the error code and  
contact Support.  
Invalid path  
File locked.  
Could not initialize the database due to error: • Failed to initialize Database Note the error code and  
contact Support.  
Invalid Database version  
Corrupt Database  
Could not update CallState record.  
Database error:  
CallStateDB corruption  
Note the error code and  
contact Support.  
Invalid path  
File locked  
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Error Messages  
OpenWorX Business Attendant System User Guide  
Table 6-6 Business Attendant Client Error Messages  
Message Cause  
Database error  
Action  
Database error:  
Note the error code, try the  
action again, and contact  
support if you receive the  
error.  
Destination number was forwarded  
unanswered back to us. Canceling transfer!  
The destination phone had  
forwarded calls sent to the  
Operator.  
Change the destination’s  
forwarding to the desired  
location or send the current  
call to the destination’s voice  
mail.  
Dialed number was either forwarded back to  
attendant or it was a monitored number.  
The destination phone had  
forwarded calls sent to the  
Operator.  
Verify that the destination’s  
phone number is valid. If the  
number is valid, change the  
destination’s forwarding to  
the desired location.  
The destination phone is a  
monitored number.  
Error connecting to NEC Application Server  
The Business Attendant  
Server machine name is  
invalid.  
Verify that the Business  
Attendant System Client  
installation was successful.  
Error: BAS Server compact and repair routine • A Client was logged in when Report the error to the  
resulted in an error. Continue with call  
processing but report unusual behavior to an  
administrator immediately.  
the Server was scheduled to Administrator. The  
run the compact and repair  
routine on the  
Administrator should  
consult log for error codes  
BASQueueDB.mdb file, and and try to reschedule the  
an error occurred.  
compact and repair routine  
to non-business hours, if  
possible, to cut down on the  
chances of a locked  
Database.  
Error: Failed to read Server name.  
Failed to read the registry on Verify that the Business  
the Server machine.  
Attendant System Client  
installation was successful.  
Failed to login to the Business Attendant  
System Server. The number of allowable users  
was exceeded.  
The security device will only Verify the purchase  
allow a certain number of  
agreement for the number of  
Clients to log in to the system. Clients allowed.  
Hold request failed. Please try again.  
New password cannot be blank  
Old password is incorrect.  
Call processing error  
Try again and check the  
OAI.log file on the  
OpenWorX Server for  
detailed error information.  
The user left the Password  
Blank passwords are not  
field blank when changing an allowed. Enter a password.  
existing password or entering  
a new password.  
The user entered an incorrect Re-enter the old password.  
password while attempting to  
change the password.  
Page 94  
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OpenWorX Business Attendant System User Guide  
Error Messages  
Action  
Table 6-6 Business Attendant Client Error Messages  
Message  
Cause  
Operation failed, Line is busy.  
The attendant tried to answer a Complete the current call or  
call, but failed because the manually release the call  
attendant’s subline was off- with the receiver on the  
term  
hook or busy.  
D
to clear the line.  
Operation failed. Verify attendant's phone is  
idle and try again.  
Call processing error  
Complete the current call or  
press the receiver on the  
term  
D
to clear the line.  
Out of memory. Application will terminate  
The Client workstation does Verify that the workstations  
not have enough memory to meet the minimum system  
run the application.  
configuration requirements  
for the Business Attendant  
Client application.  
Out of resource memory. Application will  
terminate.  
A resource exception occurred Verify that the workstations  
on the Client workstation.  
Call processing error  
Call processing error  
Call processing error  
Call processing error  
meet the minimum system  
configuration requirements  
for the Business Attendant  
Client application.  
Override failed.  
Try again and check the  
OAI.log file on the  
OpenWorX Server for  
detailed error information.  
Park request failed. Please try again.  
Release failed, please try again.  
Try again and check the  
OAI.log file on the  
OpenWorX Server for  
detailed error information.  
Try again and check the  
OAI.log file on the  
OpenWorX Server for  
detailed error information.  
Release failed. Please manually release call  
with receiver to clear phone line.  
Try again and check the  
OAI.log file on the  
OpenWorX Server for  
detailed error information.  
Retrieve Hold request failed. Please try again. • Call processing error  
Try again and check the  
OAI.log file on the  
OpenWorX Server for  
detailed error information.  
Retrieve parked call failed. Please try again.  
Call processing error  
Try again and check the  
OAI.log file on the  
OpenWorX Server for  
detailed error information.  
NDA-30103 Revision 4  
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Error Messages  
OpenWorX Business Attendant System User Guide  
Table 6-6 Business Attendant Client Error Messages  
Message Cause  
The Business Attendant  
Action  
Contact the Administrator to  
The local workstation is not a valid  
workstation. Have someone with administrator  
rights set up this workstation in the database.  
Client’s workstation was not set up the workstation.  
entered in the Database using  
the Business Attendant  
Administrator application.  
The make call attempt failed. Please try again. • Call processing error  
Try again and check the  
OAI.log file on the  
OpenWorX Server for  
detailed error information.  
The values for New password and Verify  
password do not match  
The user entered an incorrect Re-enter the old password  
password while attempting to and the new password  
change the password.  
correctly when prompted.  
There was an error initializing the Windows  
Sockets interface.  
The TCP/IP socket failed to Reboot system and try again.  
initialize.  
If the problem persists,  
contact support  
Toggle source/dest failed. Please try again.  
Call processing error  
Try again and check the  
OAI.log file on the  
OpenWorX Server for  
detailed error information.  
Transfer failed, please try again.  
Call processing error  
Call processing error  
Try again and check the  
OAI.log file on the  
OpenWorX Server for  
detailed error information.  
Transfer failed, the dialed extension is  
probably busy.  
Try again. If the destination  
is busy, try transferring to a  
different extension or  
transfer to the extension's  
voice mail. If this fails,  
check theOAI.log file on the  
OpenWorX Server for  
detailed error information.  
Transfer failed, the dialed extension was an  
orbit number.  
The attendant dialed an orbit Attendants cannot transfer a  
number while attempting a  
transfer.  
call to a call parked on an  
orbit number.  
Transfer to voice mail failed. Reconnecting  
call...  
Call processing error  
Try again and check the  
OAI.log file on the  
OpenWorX Server for  
detailed error information.  
Page 96  
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OpenWorX Business Attendant System User Guide  
Error Messages  
Action  
Table 6-6 Business Attendant Client Error Messages  
Message Cause  
WARNING: BAS Server has began a compact • A Client was logged in when Report the error to the  
and repair routine on the database.  
the Server was scheduled to Administrator. The  
Please wait until further notification is given.  
run a compact and repair  
routine on the  
BASQueueDB.mdb file.  
Administrator should  
consult the log for error  
codes and try to reschedule  
the compact and repair  
routine to non-business  
hours, if possible, to cut  
down on the chances of a  
locked Database.  
NDA-30103 Revision 4  
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Error Messages  
OpenWorX Business Attendant System User Guide  
Page 98  
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