Arc Pro Console Operator Attendant User Guide · Arc Pro Console Operator Attendant User Guideiii...

Arc Pro

Console Operator Attendant

User Guide

Version 6.1.0

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Arc Pro Console Operator Attendant User Guideiii

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Arc Pro Console Operator Attendant User Guide v

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Arc Pro Console Operator Attendant User Guide vii

Contents

Software User License Agreement ...............................................................................................iiiPreface .......................................................................................................................................... xi1: Getting Started ........................................................................................................................... 1

Logging In ................................................................................................................................................... 1Logging Out ............................................................................................................................................... 1Resilient Configuration .............................................................................................................................. 1Console Operator Attendant Permissions ............................................................................................... 2Interface ..................................................................................................................................................... 2Main Menu ................................................................................................................................................. 3Queues (F9) Pane ...................................................................................................................................... 5Queue Calls (F8) Pane .............................................................................................................................. 5Call Control Tool Bar .................................................................................................................................. 6Active Calls (F7) Pane ............................................................................................................................... 6Directory (F3) Pane .................................................................................................................................... 6Calls In Progress Pane .............................................................................................................................. 10Call Parking Devices Pane ...................................................................................................................... 10Speed Dial Pane ...................................................................................................................................... 11Contact Sidebar ...................................................................................................................................... 12

2: Managing Calls in Console Operator Attendant ................................................................. 15Call Control Toolbar ................................................................................................................................. 15Keyboard Shortcuts ................................................................................................................................. 16

Colour Coded keyboard (Optional) ................................................................................................. 18Console Operator Attendant Icons ....................................................................................................... 18Types of Calls ............................................................................................................................................ 19Queues ...................................................................................................................................................... 19Active Calls Pane (F7) ............................................................................................................................. 20Answering Calls ........................................................................................................................................ 20

Salutation ............................................................................................................................................. 21Answering Direct Calls to the Handset ............................................................................................. 21

Muting Calls .............................................................................................................................................. 21Manual Muting .................................................................................................................................... 21Automatic Muting ............................................................................................................................... 21

Break Mode .............................................................................................................................................. 22Queue Unavailable ................................................................................................................................. 22Using Emergency Mode .......................................................................................................................... 22Placing Calls on Hold .............................................................................................................................. 23

Holding Calls ........................................................................................................................................ 23Device Status ....................................................................................................................................... 23Hold Call with Notes ............................................................................................................................ 23Update Notes on Held Calls ............................................................................................................... 24

Calls In Progress ........................................................................................................................................ 24Retrieving Held Calls ................................................................................................................................ 25Call Parking ............................................................................................................................................... 25

Parking Calls with Notes ..................................................................................................................... 26Retrieving Parked Calls ....................................................................................................................... 26

Personal Call Parking ............................................................................................................................... 27Personal Parking With Notes .............................................................................................................. 27Retrieving Personal Parked Calls ....................................................................................................... 27

Camp On Calls ........................................................................................................................................ 28Conference Calls ..................................................................................................................................... 28Transfer Calls ............................................................................................................................................. 29

Initiating Blind Transfers ....................................................................................................................... 29Initiating Consult Transfers .................................................................................................................. 29

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FAC and CMC Settings .......................................................................................................................30Toggle Calls ..............................................................................................................................................30

Toggle Calls During Consult Transfer .................................................................................................30Transferring Calls to Voicemail ...............................................................................................................30Making Calls .............................................................................................................................................31

Make Internal Calls ..............................................................................................................................31Making External Calls ..........................................................................................................................31

Speed Dials ...............................................................................................................................................31Recording Calls ........................................................................................................................................32Clearing Calls ...........................................................................................................................................32Re-Establish Calls ......................................................................................................................................33Reverted Call Control ..............................................................................................................................33Call Controls for Retrieved Calls .............................................................................................................33Serial Calling .............................................................................................................................................34

3: Using Directories ...................................................................................................................... 37Directory Display ......................................................................................................................................37Full Directory .............................................................................................................................................38Personal Directory Groups ......................................................................................................................41

Creating Personal Directory Groups .................................................................................................41Viewing Personal Directory Group Details ........................................................................................42Modifying Personal Directory Groups ...............................................................................................43Deleting Personal Directory Groups ..................................................................................................43Sharing Personal Directory Groups ....................................................................................................44

Contact Details ........................................................................................................................................44Email Contact ......................................................................................................................................44Use Number ..........................................................................................................................................44Adding Contacts .................................................................................................................................44Amending Contact Details ................................................................................................................46Deleting Contacts ...............................................................................................................................46Viewing Alternate Numbers ...............................................................................................................46Adding Alternate Numbers ................................................................................................................46Contact and Absence Messages .....................................................................................................46Viewing Contact and Absent Messages ..........................................................................................48

Finding Contacts in Directories ...............................................................................................................48Direct Database Searching ...............................................................................................................48Phonetic Searching .............................................................................................................................48AND Searching ....................................................................................................................................50Lateral Searching (Ctrl+F2) .................................................................................................................50Drill Down ..............................................................................................................................................51

Presence and Busy Lamp Field (BLF) .....................................................................................................51Viewing Status Details .........................................................................................................................52Microsoft Presence Status (LCS or OCS) ...........................................................................................53Cisco Unified Presence (CUP) ............................................................................................................54

Transferring Calls When Presence is Set .................................................................................................55Set Call Forwarding ..................................................................................................................................55

Viewing Calendar Schedules ............................................................................................................55Sending Email ...........................................................................................................................................56SMS Messaging .........................................................................................................................................57

4: Customising Console Operator Attendant ............................................................................ 59Roles ...........................................................................................................................................................59Controlling How Panes are Displayed ...................................................................................................60

Resizing Panes ......................................................................................................................................60Moving Panes ......................................................................................................................................60Resetting the Interface Layout ..........................................................................................................61

Controlling Application Functionality ....................................................................................................61General .................................................................................................................................................62Display ...................................................................................................................................................62Presence ...............................................................................................................................................63

Arc Pro Console Operator Attendant User Guide ix

Dialling .................................................................................................................................................. 64Call Transfers ........................................................................................................................................ 64Call Park ............................................................................................................................................... 64Mute ...................................................................................................................................................... 64Call Recording ..................................................................................................................................... 65Tones ..................................................................................................................................................... 65Queued Calls ....................................................................................................................................... 65Directory ............................................................................................................................................... 65Personal Directory Groups .................................................................................................................. 66Contact Sidebar .................................................................................................................................. 67Alternate Numbers .............................................................................................................................. 67Field Headers ....................................................................................................................................... 68Secondary Sort .................................................................................................................................... 68Filter Search .......................................................................................................................................... 69Server Details ....................................................................................................................................... 70Logging ................................................................................................................................................ 70Advanced ............................................................................................................................................ 71

A: Permission Management ....................................................................................................... 73Index ............................................................................................................................................. 75

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Arc Pro Console Operator Attendant User Guidexi

Preface

Welcome to the Arc Pro Console Operator Attendant User Guide. Arc Pro Console Operator Attendant is the part of the Arc ProArc Pro suite that operators use to route calls from queues to the appropriate extensions. They also use it to conference, transfer, park and retrieve calls.

This guide describes how to: Answer, make, hold, retrieve camp on, conference, and transfer calls. Configure the Console Operator Attendant application. It assumes that you have a basic knowledge of:

The Microsoft Windows version on their computer Switchboard functionality

Topics Covered The main sections in this guide are: 1: Getting Started. This explains the interface of the Console Operator Attendant. The basic

functions of starting up and logging in are explained here. 2: Managing Calls in Console Operator Attendant. This covers topics on answering and clearing

calls, taking notes, holding, transferring and making calls. It also describes how to record calls, configure speed dials, park calls, set up serial calls, and send instant text messages to IP Phone users.

3: Using Directories. This describes how to use the directory and search capability, adding and changing contact information, accessing presence and alternative access.

4: Customising Console Operator Attendant. This describes how to configure Console Operator Attendant.

Console Operator Attendant AccessibilityArc Pro Console Operator Attendant works within the Microsoft Windows environment and includes a lot of common accessibility functionality, such as keyboard shortcuts, and resizeable fonts and panes.Console Operator Attendant is compatible with JAWS® screen reading software for Windows which is a powerful accessibility solution that reads information on your screen using synthesized speech. JAWS enables visually impaired operators to use Arc Pro Console Operator Attendant. With a refreshable braille display, JAWS can also provide braille output in addition to, or instead of, speech. An array of features and customizable options lets you tailor JAWS for your individual needs and preferences. Third party companies can also tailor the way JAWS works with Console Operator Attendant to cater for individual visually impaired operator requirements. To be able to use JAWS the login that you use to access Console Operator Attendant must be assigned the VIOC role. For more information about roles, see Roles, page 59.

Text Conventions The following conventions are used throughout this guide.

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Fields you must complete and controls you must use are shown in bold. Menu selections are shown with their options and sub-options separated with >, for example: Options > Preferences. Icons identify additional details or special conditions:

Contact Information and Services Available The Arc Technical Services Center (Arc TSC) can support its partners and end-users 24 hours a day, 7 days a week, 365 days a year, subject to the customer having the relevant maintenance contract. A standard Business Hours contract provides access to the Arc TSC from Monday-Friday, 9am-5pm (excluding local public holidays). A 24x7x365 maintenance contract option is also available. All customers or partners must have a valid maintenance contract to raise a case with the Arc TSC.For further information regarding the Arc Solutions support options, please contact your reseller or your Arc Solutions account manager.

Contact details for the Arc TSC are as follows:UK & Ireland +44 (0) 118 943 9205Europe, Middle East & Africa - +44 (0) 118 943 9205

Americas - +1 877 956 0272Asia Pacific – +61 1300 797 724 or +44 (0) 118 943 [email protected]

Note Provides additional information or describes special circumstances.

mailto: [email protected]

Arc Pro Console Operator Attendant User Guide1

1: Getting Started

To work properly, Arc Pro Console Operator Attendant must have the relevant telephony software and hardware installed and configured. Your network administrator usually does this.

Logging In You must log in to Console Operator Attendant with your Login Name and Password. Each operator has a unique identity to log in to Console Operator Attendant. Logging on to the Console Operator Attendant also logs you on to the Arc Pro CT Server. After logging on successfully you can process both internal and external calls.To log in to Console Operator Attendant:

1. Either press Ctrl+i or select File > Login. The Login window appears.

2. Type Login Name and Password.3. Type the Extension number. If this number is likely to remain the same, you can select the box to

Use existing device details, and the details are retained for subsequent logins. If a new extension number is required, you need to clear the Use existing device details box and enter the required number. This number can be any that you have associated in the CallManager.

4. Click Login.

Logging OutWhen you have finished work, log out from Console Operator Attendant, either by pressing Ctrl+O or selecting File > Logout. When you log out, the console window clears, changes size and - if you are using multiple monitors - moves to your primary monitor, ready for you to log in again even if you change or reconfigure your workstation.

Resilient ConfigurationIf you are logging in to a resilient Arc Pro Console Operator Attendant installation, which has a Publisher (primary) and Subscriber (secondary) server, Console Operator Attendant connects to the server it was last connected to. If the default Publisher server fails, as soon as there are no active calls Console Operator Attendant cuts over to the Subscriber server. If Console Operator Attendant cannot connect to the Publisher server at login, you are informed that you are being logged in to the Subscriber server. If Console Operator Attendant cannot connect to either server, a failure message is displayed.

If the Publisher becomes available while you are logged in to the Subscriber, you are asked whether you want to log into the Publisher or to stay logged in on the Subscriber. If the Subscriber fails while

Note When you are logged in to the Subscriber server you cannot create, update or delete directory contacts, including contacts in the BLF or Personal Directory Groups, nor can you create, update or delete Personal Directory Groups.

Getting Started

2

you are logged in to it, and if the Publisher is available, you are prompted that you are being logged in to the Publisher.

The Extension number that is entered during login must be the Primary Number for a device. The same extension number might be configured as a primary number for another device on a different partition. To differentiate between devices configured on the same extension number, the MAC address can be used to identify each device. A MAC address is a unique identifier for each device.During login, if multiple instances exist in Cisco Unified Communications Manager for the directory number you entered, a Duplicate Device window appears You can select a MAC address and view the relevant details for the directory number and select the correct device.

Console Operator Attendant Permissions Permissions are allocated to your Console Operator Attendant login to allow/restrict certain queues, features and functions, as well as amend, delete or add contacts in the directory pane. These are controlled by the Administrator server and can not be changed within Console Operator Attendant.

Interface The Console Operator Attendant interface consists of the following controls and panes:

Legend

Number Pane or Control Described on

1 Queues (F9) pane page 5

2 Queue Calls (F8) pane page 5

1

2

3

4

5

6

7 8

9

Getting Started

Arc Pro Console Operator Attendant User Guide 3

The layout of the interface can vary depending on the role the user was assigned. For more information, see Roles, page 59.

For details of how to resize and move these panes, see Controlling How Panes are Displayed, page 60.

Main Menu

3 Call Control Toolbar page 6

4 Active Calls (F7) pane page 6

5 Directories (F3) pane page 6

6 Calls In Progress (F5) pane page 10

7 Call Parking Devices pane page 10

8 Speed Dial (F6) pane page 11

9 Contact Sidebar page 12

Note

The layout of the interface can vary depending on the role the user was assigned. For more information, see Roles, page 59.

Note

Depending on the role assigned to your login, the following View menu options may not be visible: Directories, Contact Sidebar, Speed Dial, Call Park. For more information, see Roles, page 59.

Control Name Description

File

Login Log in to Console Operator Attendant.

Logout Log out from Console Operator Attendant.

Exit Close Console Operator Attendant.

View

Toolbars Show/hide the following toolbars: Queues. For more information, see Queues (F9) Pane, page 5. Call Control. For more information, see Call Control Tool Bar, page 6. Directories. For more information, see Directory (F3) Pane, page 6.

Queues Display queue information: View All Queues View Individual Queues View Queue Statistics. Deselecting all options hides the Queues (F9) pane.

Directories Show/Hide the Directory pane (if available to role).

Number Pane or Control Described on

Getting Started

4

Contact Sidebar Show/Hide the Contact Sidebar (if available to role).

Speed Dial Show/Hide the Speed Dial pane (if available to role).

Call Park Show/Hide the Call Park pane (if available to role).

Display Salutation Enables/Disables the Salutation window (Ctrl+F7). Display Salutation is a dependant on options configured in the Arc Pro Server.

Display My Camped on Calls

Enables/Disables the display of camped on calls (Ctrl+F5).

Display My Serial Calls

Enables/Disables displaying the Serial Calls during its sequence (Shift+F5). If disabled, the call does not appear in the Active Calls pane once it has been released initially.

Options

Preferences This option opens the preferences window to customise Console Operator Attendant.

Emergency This option allows Console Operator Attendant to send their logged in queue into Emergency Mode. See Using Emergency Mode, page 22 for details on how this is used.

Filter Searching Enable/Disable ‘Phonetic’ and ‘And’ searching options.

Font Size Change the font sizes used on the screen. The options are Default, Medium, Large and Extra Large. Note: If you use Large or Extra Large fonts on a small monitor, you will be

unable to display all the interface elements because there is insufficient space. You can alleviate the problem by displaying only some of the panes.

Layout

Single Window Select this to disable the undocking, moving and docking of interface components (if available to role).

Reset Current Layout

Reset the interface back to its default appearance. If you have multiple monitors, the reset Console interface is displayed on the primary monitor.

Help

Contents On-screen help.

keyword Search Search for help information using keywords.

Graphics Displays a legend of the icons that appear within Console Operator Attendant.

About Console Operator

Displays the version and copyright information.


Getting Started


Queues (F9) Pane The Queues pane displays the queues that are available to you. Each icon represents a different queue. When an incoming call is delivered to the queue, the number of calls waiting to be answered is displayed. Optionally, you can play a ring tone can be played through the PC while a call is in the queue.Queues are listed either in the order in which they were created within the Admin software, or in alphabetical order. See page 62 for details. This pane can be hidden by deselecting all the options in View > Queues.

You can show/hide a toolbar at the top of the Queues pane by clicking View > Toolbars > Queues. This toolbar contains the following frequently-used functions:

The following icons show the status of each queue:

Queue Calls (F8) Pane This pane displays calls that are waiting in queues. The calls displayed in this pane depend on what has been highlighted in the Queues (F9) pane. The selected queue name is displayed in the pane title, along with the number of queued calls.When a call is in the queue a graphic appears that shows the Name (if there is a directory match), if the call is internal/external, and Number of the caller, the elapsed time the caller has been waiting, and the name of the queue. The only action available in this pane is to answer the call. See Types of Calls, page 19.

Icon Function

Go Unavailable (F10)

Go Queue Unavailable (Ctrl+F10)

Emergency Calls (Ctrl+E)

Icon Types of queues

Waiting calls in all available queues.

Queues that do not have Forced Delivery set for them.

Queues that have Forced Delivery set for them in configuration.

Queues that are currently on Out of Hours Break.

Queues that have been put out of service by the Supervisor.

Getting Started

6

Call Control Tool Bar The Call Control tool bar contains the following controls that influence how a call can be distributed or actioned.

You can show/hide the Call Control Toolbar using View > Toolbars > Call Control. See Call Control Toolbar, page 15 for descriptions of the controls.

Active Calls (F7) Pane The Active Calls pane displays calls that are currently being processed by you or are ringing on your extension. You can view call information such as related queue of the call and the current status of the call, that is, Ringing, Held, Calling, Talking or Busy. Other actions, such as transferring, parking a call, can be executed in this pane and are explained in Managing Calls in Console Operator Attendant, page 15.

Directory (F3) Pane The Directory pane contains a list of all contacts available to you. The main components are the main Directory pane and a Contact Sidebar. Console Operator Attendant supports these types of directories:

Control Name Icon Control Name Icon

Answer Call Mute Call

Clear Call Transfer Call

Retrieve Call Toggle Call

Re-establish Hold with Notes

Hold Edit Contact Details

Start Conference

Conference

Camp On Record Call

Park Call Personal Call Park

SMS Serial Calling

Park Call With Notes

Personal Call Park With Notes

Note Any actions performed using the Call Control toolbar only affect the Active Calls pane. Similarly, the Directories toolbar only affects contacts in the directory. So if the selected item is an active call, tools the Directory toolbar will not affect it. Similarly, a call control action will not work with contacts in the directory.

Getting Started


Full Directory - This shows all of the contacts that are available to you within the Console Operator Attendant environment.

Personal Directory Groups - These directories can be modified to display a portion of the Full Directory. These directory groups are specific to the account used to the log in to Console Operator Attendant. A maximum of 98 Personal Directory Groups can be configured.

You can have multiple directories open at any time. Each open directory is identified by a named tab; click a tab to display that directory. Below the tab is a row containing the fields you use to search for contacts:

You can show/hide a toolbar above the directory tabs using View > Toolbars > Directories. The following controls are available in the toolbar:

Icon Function

Contact Details

Contact Notes

Send Email

Send SMS

Send Instant Message

View Calendar (Ctrl+L)

Transfer to Voicemail

Getting Started

8

Some aspects of the directory are configured through the Arc Pro admin, but the basic information that is normally displayed includes contact details such as: First Name, Last Name, Department, Job Title, Extension Number and Email. Busy lamp Field (BLF), Presence Status, Absent and Contact Information can also be displayed.The directory pane functionality is described in detail in 3: Using Directories.

The directory pane can easily be configured to present additional information such as alternate contact details and presence information, and the layout can be customized to suit your requirements. This includes: Using a single or dual line display for a contact: Changing the order that information is presented: Rearranging columns, either through the preferences tab or using drag and drop within the

directory pane. Sort columns by clicking a heading and order the display in either ascending or descending

order.

Configuring the Directory pane is described in Directory, page 65.Alongside the Directory pane there is a Contact Sidebar containing additional information about the contacts. See Contact Sidebar, page 12.Call control operations can be performed on the contacts in the any of the Directories in the following ways:

Click a contact in the directory and then click any control on the call control toolbar. Select a contact to view additional information about that contact in the Sidebar. Right-click a contact and choose an option.

View Alternate Numbers

View Alternate Numbers With Presence

Delete Contact (Ctrl+D)

Add Contact (Ctrl+T)

New Personal Directory Group

Personal Directory Group Details

Personal Directory Group Sharing (Ctrl+H)

Delete Personal Directory Group

Remove contact from Personal Directory Group

Note Any actions performed using the Call Control toolbar only affect the Active Calls pane. Similarly, the Directories toolbar only affects contacts in the directory. So if the selected item is an active call, tools in the Directory toolbar will not affect it. Similarly, a call control action will not work with contacts in the directory.

Icon Function

Getting Started


Use the keyboard shortcuts to perform call control operations.

Icons that can appear next to a contact in the directory pane are shown below:

These and other icons are explained in detail in 3: Using Directories.

Icon Description

Indicates the status of the extension, if permanently monitored. In the instance where the number that is displayed is not an internal extension an icon appears to indicates the type

of contact number being used, for example, Mobile, Business, Home,

Fax or Pager.

Indicates that the contact is available for receiving XML messages.

Indicates calendar information related to the contact.

Indicates that the contact has some notes attached. Various colours can be used to denote different situations.

This icon indicates that a Contact has an Assistant added to their details. There can only be one assistant set per contact. This icon takes precedence over Alternate Contacts or Numbers.

This icon indicates that there one or more Alternate Contacts for this person. This icon takes precedence over Alternate Numbers, but does not display if the contact has an Assistant.

Indicates that an alternate number has been specified for the contact,or one of the following fields have an entry in the Contact Numbers; Mobile, Business 1, Business 2, Home, Pager and Fax.

Getting Started

10

Calls In Progress Pane The Calls In Progress pane displays the following calls:

The calls that you placed on hold. The timed-out calls that you transferred, camped on or parked on a device. Calls that are linked to an invalid destination. Calls that are associated with a busy line.The following information is displayed for each call:

Call Parking Devices Pane The Call Parking Devices pane displays a list of Call Parking devices (virtual devices where calls can be held temporarily and picked from any other call center extension). By default you can view all devices.

The controls and icons are explained below:


F5 Various icons appears in this column related to the status of the call.

denotes that there are notes attached to the call.

Call For The Name or Number appears if call was put on Hold with Notes, or recalled.

Wait Time The elapsed waiting time of the caller in the Calls in Progress (F5) pane.

Call From Where the call has originated from.

Extension Extension for which the call is camped on or transferred.

Status This indicates whether you have placed the call on hold, or, if the call has returned on time-out.

Note If the Call Park pane is not required, you can hide it by deselecting View > Call Park .

Control Function

Show all Call Parking devices.

Show Call Parking devices that are not in use and available to you.

Show devices where you have parked calls.

Show Call Parking devices where other operators have parked their calls.

Getting Started


Within the Call Park pane the following Icons are displayed to show the status of a Call Park Device.

When a call is parked, the device display also includes the following information:

Call for — the name and extension number of the contact the call is for Call from — the name (if available) and number making the call Parked by — the name of the operator who parked the call, if applicable Routing tag — information about the queue on which the call was received Last call parked at — the number where you parked the last call Parked For — when a call is reverted from a busy extension and you park that call, this is the

name of the contact the call returned from Up to two lines of any note attached to the parked call. If the note contains more than two lines

they are displayed suffixed by ellipses (...). If there are ellipses, mouse-over to display the entire note.

The parked call also includes a coloured bar that matches the colour of the queue on which the call arrived (like active or returned calls in the Calls In Progress pane).

Speed Dial Pane To enable you to quickly dial calls, the Speed Dial contains frequently dialled numbers. Speed dial can be from either internal or external contacts, and can be either Public (viewed by all operators) or Private.

Pressing Alt+F6 from anywhere within Console Operator Attendant opens the window to add a Private Speed Dial.

Icon Function

The selected Call Park device is currently out of service and cannot be used for parking calls.

The device is not in use and is available to you.

The device has a call parked by an operator.

A device where another operator has parked a call.

Icon Description

Public Speed Dial

Private Speed Dial.

Note If the Speed Dial pane is not required it can be hidden by deselecting View > Speed Dial.

Getting Started

12

Contact Sidebar When a contact is selected the Contact Sidebar shows additional information about the selected contact.

This information includes: Presence icons Contact Information and Absent Messages panes. These can be vertically expanded or

reduced as required. They are read-only. Entering information in these panes is described in Alternate Numbers, page 67.

You can configure the sidebar using Options > Preference > Contact Sidebar, as described in Contact Sidebar, page 67.

Note If the Contact Sidebar is not required it can be hidden by deselecting View > Contact Sidebar.

Getting Started


Although the content of the Sidebar and Notes are read only, certain fields can be used to initiate an action. For example, if any of the following are phone number fields are bold you can start a call by double-clicking any of them:

Main Extension Home Business1 Business2 Pager Fax Mobile If you press Enter with the Sidebar selected, one of the following happens:

If there is no current call then the number is dialled. If there is a connected call then pressing Enter starts a consult transfer. Double-clicking either consults the call or blind transfers the call based on the preferences When

dragging and dropping or double-clicking optionDetails can appear in bold in the following fields (emails): Email Email2 Email3 UserField1 UserField2 UserField3 UserProfile

Bold signifies that you can initiate an email by double-clicking the required field. You can also press Enter if the Sidebar is selected. This opens the configured email client (for example, Outlook) to compose a new email message.

You can create new contacts using the Contacts Sidebar Add Contact tab, as described in Adding Contacts From the Contact Sidebar, page 45.

Note

Console Operator Attendant does not verify the email address. It assumes if an @ character appears within the field then the data is an email address and the field appears as bold.

Getting Started

14


2: Managing Calls in Console Operator Attendant

This chapter describes the controls and keystrokes available in the Console Operator Attendant, and how to manage calls - including answering, transferring, holding, parking, muting, and speed dialling.

Call Control Toolbar The Call Control tool bar has the following options.

Control Name Icon Description

Answer Call Answer a ringing call. Also used to un-mute a call.

Mute Call Mute a call. This silences your microphone so that you can not be heard by the caller.

Clear Call Clear an answered call.

Transfer Call Transfers an answered call to another extension.

Retrieve Call Retrieve a held call.

Toggle Call Toggle between an Active and a Held Call on the handset.

Re-establish Redo an action previously performed on a call, such as Transfer, Park, and Hold.

Hold with Notes Attach a note to the current call before placing the call on hold.

Hold Place a specific call directly on hold without taking notes.

Contact Properties

Add or update contact details of the caller.

Start Conference

Consult and start conference.

Conference Commence a conference when three parties are ready.

Camp on Transfer a call to a busy extension.

Record Call Record the current call. Only available if Call Recording is enabled.

Park Call Place a call on a Call Parking Device.

Managing Calls in Console Operator Attendant

16

Keyboard Shortcuts The following keyboard keys provide a shortcut to certain of the interface functions:

Personal Call Park

Place a call on a Personal Call Park.

SMS Send an SMS text message to an IP Phone contact.


Add notes to a call about to be parked.

Personal Call Park With Notes

Place a call on a Personal Call Park and add notes.

Serial Calling Initialise Serial Calling.

Key Function

F1 Help

F2 Presence: Shows Busy Lamp, Presence, Alternative numbers and Device Line States for a contact

F3 Moves the cursor to the first search field in the displayed Directory pane.

F4 Create a Personal Directory Group

F5 Calls In Progress Pane

F6 Speed Dials pane

F7 Active calls pane

F8 Queued Calls pane

F9 Queues Summary pane

F10 Attendant Go Unavailable (all calls).

F11 Toggle Personal Directory Groups

F12 Show Contact Details

Ctrl+Home Personal Call Park

Ctrl+F2 Lateral search - drill down on search results using fields indexed for lateral search.

Ctrl+F4 Delete Personal Directory Groups

Ctrl+F5 Display camped on calls

Ctrl+F10 Queue unavailable (like F10 but queue calls only)

Ctrl+F12 Alternative Numbers Display

Shift+Home Personal Call Park With Notes

Shift+F3 Clears any search results that are displayed in the active directory.

Shift+F4 View and Edit Personal Directory Groups




Shift+F5 Display serial calls

Up Arrow/Down Arrow

Navigate up or down a menu or directory list

Pause/Break Record calls (if integration with call recording server is configured)

Alt+<tab number> This navigates to the respective directory tab.Example: Alt+2 opens the 2nd tab, Alt+4 opens the 4th tab.

Alt+Backspace Reset interface to default layout.

Alt+F3 Refresh directory search results.

Ctrl+Up Arrow Ctrl+Down Arrow

When the Presence Status and Alternate Numbers window is open these scroll up and down through the directory contacts.

Enter Call/Answer/Connect/Clear

Menu key Display the associated menu in the highlighted field Header. Use the Up Arrow and Down Arrow keys as required to highlight the item and then press Enter to select.

Space Delete the number while dialling out.

= Place an asterisk (*) in the first search field. Press again to place an equals sign (=) in that search field. You can now add search text.

+ (plus) Answer/Toggle. Answers the next highest priority call. When offering a call, toggles between calling and called party

- (minus) Cancel Consult call. If a called party refuses an offered call, this key drops the call and reconnects the calling party

Insert Camp-on. Used to stack a call against a busy extension.

Delete Re-establish. Re-try a call, for example, a camp on returning on time out.

Backspace Number correction. Used to correct mistyped numbers or characters

/ (on numeric keypad)

Transfer current call to voicemail (if voicemail option configured)

Page Down Hold/Retrieve. First key press puts the call on Hold. Second key press retrieves the held call. Also retrieves

Home Call Park. Parks a call against a free call park extension number

End Conference. Used to start a conference call.

Page Up Hold with Notes. Annotate a call whilst it is on hold

Tab Switch between F3 and F9 panes

Ctrl+D Delete a Contact

Ctrl+E Set Queue Emergency Mode

Ctrl+H Share Personal Directory Group

Ctrl+I Send Instant Message (IM) if IM system is connected

Ctrl+L View contacts Calendar

Key Function


18

Colour Coded keyboard (Optional)An optional colour coded keyboard can be purchased for use with Console Operator Attendant. This groups together the functions as follows:

Console Operator Attendant Icons You must be familiar with the following icons to properly handle the calls. These icons represent different states of devices in the Directory pane.

Ctrl+M Send e-mail from Console Operator Attendant. If there is a current connected call, the details of this are put in the subject line

Ctrl+N Add notes to the current connected call

Ctrl+Q Mute Current Call

Ctrl+R Reclaim a call

Ctrl+S Send SMS Message

Ctrl+T Add a new contact

Ctrl+Tab Navigates through the directory tabs from left to right

Ctrl+Shift+Tab Navigates through the directory tabs from right to left

Ctrl+Insert Used to add a call to a “Serial Calling” routine. This is where a caller may ask to speak to several people without having to redial.

Ctrl+Alt+P Connect to primary server (if currently running from alternate or failover server)

Key Name Colour Functions

F1 to F12 Yellow See Keyboard Shortcuts, page 16.

Call Control keys Green Camp on, Re-establish, Hold/Retrieve, Hold with notes, Conference, Park.

Call Handling keys Green Answer Next/Toggle, Connect/Clear.

Call Handling keys Blue Consultation Cancel.

Icon Description

On-hook

Off-hook

Unavailable/Unknown

Ringing in

Ringing out

Ringing out on busy extension

Key Function



Types of Calls Console Operator Attendant can differentiate between internal and external calls, as well as taking calls direct to your handset. Internal calls are defined in the Admin Server, typically by specifying the number of digits used in the extension. There are these types of external calls: The calls that are waiting within the queues and do not have the Forced Delivery set for them in

configuration; appear in Queued Calls pane. The calls that are waiting within the queues and have the Forced Delivery set for them to appear

in Active Calls pane (F7).

Queues Depending on the configuration of your system, you are designated queues which appear in the Queues pane (F9). These are configured in the Admin Server.

To select a queue: 1. Press F9 to select the Queues pane then use the Up and Down arrow keys to select the required

queue. Alternatively click the required queue.2. The Queues Call (F8) pane displays the name of the selected queue as well as a number to

denote the amount of calls in the queue.

After selecting the queue, you are ready to take waiting calls.

Connected

Call on hold

Call forwarding

Serial Calling

Call forwarding to voicemail

Notes

Pending message(s)

Not available for messaging

Contact not in BLF

Available to receive messages

Note ‘All Queues’ is recommended as it makes all calls visible.

Icon Description


20

Active Calls Pane (F7)The Active Calls pane displays calls that are currently being processed by you. You can view call information such as related queue of the call and the current status of the call, that is, Held, Calling, Talking or Busy.The following keys are used when a call appears in this pane:

Answering Calls You can answer calls in several ways: Auto Connect - You can have the following types of calls automatically connected when your

phone rings. You can control this ability using Personal Settings > Queued Calls. For details of how to set this up, see Queued Calls, page 65.

Select the next call with the highest priority, by pressing the Answer Next (+) key. Select the Queues Call pane by pressing the F8 key, and use the Up and Down arrow keys to

select the call to answer and press the Connect/Clear (Enter) key to connect the call.Alternatively, you can: Double-click the call. Drag and drop it from the queue to the active screen.

Select the call in the queue, and click Answer Call in the tool bar.

Right-click the call in the queue, and select Answer to initiate the selected call. If multiple calls are in the queue then Answer Next selects the call with the highest priority.

key Function

F2 Presence: Show Busy Lamp, Presence Status, Alternate Numbers and Device Line States

Enter Press to answer an incoming call, clear a connected call, or complete a Consult Transfer

PgUp Press to hold the answered call with notes.

PgDn Press to hold without notes.

- Press to cancel Consult Transfer.

/ Used to transfer an active call, from the active call window to a selected contacts voicemail.This can be done by either typing: A number and pressing the / key. The active call is automatically sent to voicemail

(based on the number provided on the dial pad). Or select a contact using the directory pane and presses the / key. The active call is

automatically sent to voicemail (based on the selected contacts internal extension).This uses the voicemail prefix which is set up in Preference > Dialling.

Insert Camp On the call.

End Add a call in the Conference.

Delete Re-establish a call.

Home Park the answered call on a device.

Ctrl+N Displays the contact details window with the Note tab displayed related to the active call.

Ctrl+Q Mutes a call when certain actions are performed. This is set up in preferences.



Salutation You can configure the system so that when you answer a call caller-specific instructions are displayed telling you what to do with that caller. The Salutation window contains free-form text entered using the Admin software; for example, a script of how to answer the call, or instructions on how to treat the caller.

Answering Direct Calls to the Handset You can answer a call made direct to the handset that you are logged into. This call immediately appears in the Active Calls pane. To answer the call, you can apply any of the above stated methods.

Muting Calls Console Operator Attendant enables you to mute calls either manually or automatically. A muted call remains in the Active Calls pane. An example of this may be when you have to look up a contact, or consult a third party before continuing to process the call.

Manual Muting

To manually mute a call, s elect the active call, and press Ctrl+Q or click Mute from either the tool bar or right-click menu. You can do the same to un-mute the call.

Automatic Muting Automatic muting can be enabled through Options > Preferences. When enabled, a call is muted under the following conditions: Dialling a number. Selecting any of the following panes from the Active Calls pane:

• Search fields • Directory links • Main contact view window.

Note

You can hide or display the salutation using View > Salutation.

Note

When a call is in a mute state, the caller either hear music or silence depending on the Music on Hold (MoH) feature on your device.

Note You can mute using the keyboard from any pane.

Note All call control operations, such as call transfer, conference, hold, toggle, and clear, can be performed on a call in mute state.


22

Break Mode You can take a break by going unavailable for a specific time. The calls still appear in Console Operator Attendant but you are not able to answer them.

To use Break Mode: 1. Press F10 to display the Go Unavailable confirmation message. You cannot receive calls when

unavailable.

2. To go unavailable, click Yes.3. To become available again, press F10 again.

Queue Unavailable When you press Ctrl+F10 this stops any calls coming through from any available queues that have been assigned to you. The queue Icons become dimmed to show that they are unavailable.

Using Emergency Mode If you have the necessary permission, Console Operator Attendant enables you to activate emergency mode for any particular queue. When a queue is in emergency mode, all calls for this queue can be automatically redirected to another destination, such as Night Service or Voicemail. These destinations are defined in Arc Pro Configuration Utility.

To set a queue to Emergency Mode: 1. From the menu, select Options > Emergency, or choose the queue in the Queues (F9) pane and

right-click and select Emergency. The Emergency window appears.

2. Select the queue you want to put into emergency mode from the Available Queues list.

Note If you become Unavailable from your queue after forwarding a call to an extension and the call returns on time out (Park, Hold, No Reply, Camp On), the call is sent to another operator in the same queue.

Queue Type Queue Status - Enabled Queue Status - Disabled

Forced Delivery

Pick List Delivery

All queues

Note

With the Queue Unavailable function it is important to remember that calls that are in progress, such as Parked or on Hold are still available to you.

Note

Only queues that have been configured with the Emergency mode in the admin server are visible in the Available Queues list.



3. Press to add the selected queue to Queues In Emergency list. Pressing moves all queues to the Queues In Emergency list.

4. Click OK to complete the process.To remove queue(s) from Emergency Mode: 1. From the menu, select Options > Emergency, or choose the queue in the Queues (F9) pane and

right-click and select Emergency. The Emergency window appears.

2. Select the queue from the Queues in Emergency list, and click to move the selected queue

to Available Queues list. Clicking removes all queues from Queues In Emergency list.

3. Click OK to complete the process.

Placing Calls on HoldDuring a call, you can hold the active call to continue answering other incoming calls. The call is held on a service queue. After a configurable amount of time (default is 30 seconds), Status for the call changes from Held to Timeout to catch your attention. There are these ways of holding a call:

Hold Hold with Notes In both the cases, calls are shown in Calls In Progress pane and can be retrieved at any time.

Holding Calls

To hold a call, select it in the Active Call pane, and press the Hold (Page down) key, or click Hold from either the tool bar, or right-click menu. Alternatively you can drag a call from the Active Calls pane to the Calls in Progress pane.

Device Status You can view the current status of any internal devices in the directory.

To view device status: 1. In the directory, right-click an internal device and select Status.

2. In the status window navigation bar, select Calls. The current status of the device is displayed.

You can also answer any ringing call by clicking Answer .

Hold Call with Notes You can attach a note to a held call; this can be very useful when you are holding several calls at

once. When you attach notes to a call, the icon appears next to it.

To hold a call with notes: 1. Select the call in the Active Call pane.

2. Select the designated person that the call is on hold for from the directory.

3. Press the Hold with Notes (Page Up) key, or click Hold with Notes from either the tool bar or

Note

This is permission based and can be restricted by the Administrator on the Arc Pro Server.


24

the right-click menu.

4. Enter the Held Notes text.5. Press Enter key to hold the call with Notes.

Update Notes on Held Calls When a call has been placed on hold with notes, you can modify the notes without having to retrieve the call.

To modify notes on a held call: 1. Select the held call in the Calls in Progress pane, then right-click and select Hold Details to view

the Hold Notes.2. Change/update the Notes for the call.

3. Click OK to hold the call again.

Calls In Progress The Calls In Progress pane displays these types of calls:

Calls that you place on hold Timed-out calls that you transferred, camped on or parked on a device Calls that are linked to an invalid destination Calls that are associated with a busy line.The following information is displayed for each call:

The following keys can be used in Calls In Progress pane:


F5 Various icons appear in this column related to the status of the call. shows that there are notes attached to the call.

Call For The Name or Number appears if call was put on Hold with Notes, or recalled.

Wait Time The elapsed waiting time of the caller in the Calls in Progress pane (F5).

Call From Where the call has originated from.

Extension Extension for which the call is camped on or transferred.

Status This indicates whether you have placed the call on hold, or, if the call has returned on time-out.

key Function

Enter Retrieves the answered call.

F12 Displays hold details.



Retrieving Held Calls Calls Placed on Hold can be retrieved from the Calls In Progress pane to Active Calls pane. Methods for retrieving calls are the same once the calls appear in Calls In Progress pane. To retrieve a held call:

1. Select the call in the Calls In Progress pane, and press the Hold (Page Down) key again.2. Alternatively you can double-click the call, or drag and drop it to the Active Calls pane, or click

Retrieve from either the tool bar or the right-click menu.

Call Parking

The Call Parking Devices pane displays a list of Call Parking devices. These calls can be parked by dialling the number of Call Parking Device from any extension. By default you can view all devices. See Call Park, page 64 for the preferences that can be set. You can change which devices are displayed using these controls:

There is also a dialog box that shows where the last call was parked, and who the call was parked for.

/ Used to transfer an active call, from the active call window to a selected contacts voicemail.This can be done by either typing: A number and pressing the / key. The active call is automatically sent to

voicemail (based on the number provided on the dial pad). Or select a contact using the directory pane and presses the / key. The active

call is automatically sent to voicemail (based on the selected contacts internal extension).

This uses the voicemail prefix which is set up in Preference/Dialling.

Note

Call Parking in the Console Operator Attendant is managed on the Arc Pro Server and is different to the Call Parking that can be configured on the Cisco Unified Communications Manager.

Control Click to Display

All Call Parking devices configured for you.

Free Call Parking devices.

Devices where you have parked calls.

Call Parking devices where other operators have parked their calls.

key Function


26

Within the Call Park pane the following Icons are displayed to show the status of a Call Park Device.

To park a call:

1. In the Active Calls (F7) pane, use the Up/Down arrows to select the call.

2. Press the Home key, or click Park Call from the tool bar or right-click menu.

3. The call automatically parks on one of the available Call Parking Devices.

Parking Calls with Notes You can attach a note to a call you are about to park. To park a call with notes:

1. Select the call in the Active Call pane.

2. Press Shift+Home or click Park Call With Notes from either the tool bar or the right-click menu. 3. In the Park Call dialog box, type the Call Notes text, and then click OK.

The first two lines of notes are displayed in the Call Park location. If there are more than two lines, the notes end with ellipses (...). You can display all the notes by hovering the cursor over the call park location. If you want to edit the notes, you must first retrieve the call from the call park and then either press Shift+Home or click Park Call With Notes to display the dialog box.

Retrieving Parked Calls To retrieve a parked call: 1. Select the Call Parking location where the call is parked.

2. Double-click the device, drag and drop the call to the Active Calls (F7) pane, or use Retrieve from either the tool bar, or the right-click menu.

Icon Function

Indicates that the Call Park device is currently out of service.

Free Call Parking devices available to you.

A device where you have parked calls.

A device where another operator has parked a call.

Note

Depending on the settings in Options > Preferences > Call Park tab, (See Call Park, page 64) If you clear Show all Park Devices Console Operator Attendant has Show my Park

Devices selected in the Call Park pane when logged in, and the pane is empty. By default, and if Show all Park Devices is selected the view shows all Call Parking Devices

.



If a parked call remains unanswered for the period of time set as Call Park Recall, it reverts back to the Calls In Progress pane, from where you can retrieve the call using the methods described in Retrieving Held Calls, page 25.

Personal Call Parking Console Operator Attendant enables you to park calls onto a call parking device that is unique to the intended contact. Unlike regular call parking, after the parked call announcement the extension number of the park location is not given out. To ensure that the parked call is received by a specific contact, a PIN code has been assigned to each of the contacts. The PIN is configured in Arc Pro Administration.

Any person can answer the call by dialling the Personal Call Parking number and entering the PIN code for Personal Call Park. However, if the DN being used to dial matches the ‘Parked for number’ the call is automatically connected. All operators can see the available Call Parking devices. To personal park a call:

1. Select the call from the Active Calls pane.2. In the directory, select the contact for whom the call is being parked. 3. If the One key Personal Call Park preference has been selected, either:

• Press Home

• Click Personal Call Park from the tool bar or the right-click menu

Otherwise, either press Ctrl+Home, or hold Ctrl and then click from the tool bar, or the right-click menu. For more information about setting One Key Personal Call Park, see Call Park, page 64 .

4. The free park position now displays the name of the contact the call has been parked for.

Personal Parking With Notes You can place a call in a personal call park 1. Select the call from the Active Calls pane.2. In the directory, select the contact for whom the call is being parked.

3. If the One key Personal Call Park preference has been selected, click Personal Call Park With

Notes from the tool bar or the right-click menu. For more information about setting One Key Personal Call Park, see Call Park, page 64 .

Otherwise, either press Shift+Home, or hold Ctrl and then click from the tool bar, or the right-click menu.

4. In the Park Call dialog box, type the Call Notes text, and then click OK.

The first two lines of notes are displayed in the Call Park location. If there are more than two lines, the notes end with ellipses (...). You can display all the notes by hovering the cursor over the call park location. If you want to edit the notes, you must first retrieve the call from the call park and then either press Shift + Home or click Park Call With Notes to display the dialog box.

Retrieving Personal Parked Calls To retrieve Local Personal Parked Call using the keyboard:

1. Select the local Personal Parked Call.2. Enter the extension number to the Pre CT Gateway that has been configured for local call parks.

This extension number has been configured in the Arc Pro Administration.3. Press Connect key.


28

4. The call appears in the Active calls pane.

To retrieve a Remote Personal Parked Call:1. Select the remote Personal Parked call.

2. Enter the extension number to the Pre CT Gateway that has been configured for remote call parks. This extension number has been configured in the Arc Pro Connect Administration.

3. Press Connect key. Once connected, the contact hears a PA announcement that prompts the contacts to enter the PIN code.

4. Enter PIN code.

5. The call appears in Active calls pane.To retrieve on time out: 1. Select within the Calls In Progress pane.

2. Press the Retrieve key.3. The call appears in Active calls pane.4. The caller is in circuit.

If the caller has agreed to wait until the called party becomes available: 1. When the call returns on time out. 2. Select from the Calls Progress pane.

3. Press the Re-establish key.4. The call returns to the park position again.If a parked call remains unanswered for the period of time set as Call Park Recall, it reverts back to the Calls In Progress pane, from where Console Operator Attendant can retrieve the call using methods stated in Retrieving Held Calls.

Camp On Calls Console Operator Attendant enables you to Camp on calls: hold calls for a busy extension until it is free, when Console Operator Attendant rings the extension. To Camp on a call:

1. When trying to transfer an active call to a destination that is busy, a busy tone is heard and the call display window reflects the word Busy.

2. To camp the call onto the busy extension, press the Campon (Insert) key, or click Campon in either the tool bar, or the right-click menu.

3. The call leaves the screen waiting for that extension to become free.A camped on call stays on the busy extension for a time period set as Camp On Recall in the Administration utility. After the elapse of this time, the call returns to the Calls In Progress pane with a status as Reverted Camp on.

To retrieve the camped on calls, use methods described in Retrieving Held Calls, page 25.

Conference Calls You can start a conference of three persons, the caller, you, and any other person. To start a conference call: 1. You have to have an active call to start the conference. Select the initial call in the Active Calls

pane.

2. Select the extension in the directory that is to be added into the conference or type the number.



3. Press 'Start Conference' (End) key, or click Start Conference from the tool bar or right-click menu to initiate the conference.

4. Wait for the 3rd party to answer and press 'Conference' (End) key, or click Conference from the tool bar or right-click menu.

5. Once the conference is in progress an additional field is highlighted in the Active Calls pane. The field is labelled as Conference Controller and is used to drop you from the call once all the parties are in conversation.

Transfer Calls After answering the call, you can transfer the call to a requested device, either internally or externally. This can be performed in a number of different ways, including a “blind transfer” where the call is just forwarded without any announcement, or “Consult” transfer where you announce the call to the destination number.

Initiating Blind Transfers In this transfer type, the destination of the transfer is not consulted.1. Select the call in the Active Calls pane.

2. There are a variety of ways to enter the destination number:• Using the Number Pad on the right hand side of the keyboard, dial the required number.

Notice that the digits entered are displayed below the Active Calls pane. • Select a contact from any of the directories, or Speed Dial pane: • Right-click menu and select Call, or double-click to complete the call.• Drag and drop on the contact in a directory, or a Speed Dial contact.

3. Press Connect (Enter) key to initiate dialling the extension.4. To complete the transfer, press the Connect on the keyboard again.

If a transferred call is not answered within a certain time duration, the call is reverted back to the Active Calls pane. These calls can then be handled through Reverted Calls Controls.

Initiating Consult Transfers The destination of the transfer is consulted before the actual transfer takes place.To consult transfer an Internal extension or external number:1. Select the call in the Active Calls pane.

2. There are a variety of ways to enter the destination number:• Using the Number Pad on the right hand side of the keyboard, dial the required number.

Notice that the digits entered are displayed below the Active Calls pane. • Select a contact from any of the directories, Speed Dial pane.

Note If the third person does not want to start the conference Console Operator Attendant clears the initiated call. This takes you back to the original call.

Note

Use the Options > Preferences > Advanced tab to configure which type of transferred calls are returned to Console Operator Attendant. Calls that are not returned are ended when the caller stops the call. See Advanced, page 71.


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• Right-click menu and select Call. (With this choice you stay online until the call is answered, then select Complete Transfer).

• Drag and drop on the contact in a directory, or Speed Dial contact.3. Press Connect (Enter) key to dial.

4. Stay on the line until the extension answers.5. Offer the call to the extension and Connect key again to release if accepted. If declined press

Cancel Consultation key to return to the calling party.

Although in these procedures a consult call has been made, if for some reason the transferred call is not connected within a certain time duration, the call is reverted back to the Active Calls pane. These calls can then be handled through Reverted Call Controls.

FAC and CMC Settings You may need to provide Forced Authorisation Code (FAC) and Client Matter Code (CMC) to perform an External Consult Transfer.

Forced Authorization Code (FAC): Forced Authorization Codes are used to provide security in the CallManager for dialling Route Patterns. The concept of FAC is that if you make such an external call or transfer that is protected by a FAC, you must enter the FAC before the call can continue. If an incorrect FAC is entered, or if no FAC is entered, the call fails.

Client Matter Code (CMC): Client Matter Codes are used to provide extra call logging facilities within the CallManager. This is used to log calls from different destinations. The concept of the CMC is that you have to enter their CMC Code before their call or consult transfer can proceed. The value of this is that the call detail records are updated with the CMC code along with the call information. This can then be used later on to charge calls to different cost centres.

Toggle Calls You can toggle an active call with a Held one. There are these types of call toggling:

Toggle Call during a Consult Transfer. Toggle Call during a Conference Initialization

Toggle Calls During Consult Transfer To toggle calls during a consult transfer: 1. Select the call details that are displayed in the Active Calls [F7] pane. 2. Using the number pad on the right hand side of the keyboard dial the target number (Notice

that the digits entered are displayed below the Active Calls pane), or select it from any of the directories. Press Connect (Enter) key to dial.

3. Stay online until the contact answers.4. The original incoming call is on hold while you are talking to the call initiated by him.

5. To toggle between the caller and destination, use the Plus + key, click Toggle Call in the tool bar, or right-click and select Toggle call. The held call becomes active and the active call is put on Hold. You can always come back to the last stage by using toggle call.

Transferring Calls to Voicemail Console Operator Attendant enables you to transfer calls directly to a contact’s Voicemail by pressing the / key. This functionality uses the Voicemail prefix which you set up in Preference > Dialling.

To transfer a call direct to Voicemail: 1. Select a call in the Active Call pane, and enter the destination extension in the dial pad pane (or

select a contact from the directory)2. Press / to transfer directly to the Voicemail selected.



Making Calls You can dial calls from Console Operator Attendant.

Make Internal Calls To call a number in the Active Calls pane: 1. Using the keypad, dial the required number, press Connect/Clear (Enter) key to end dialling.

Alternatively you can double-click the relevant destination within the Directory pane or Speed Dial pane, or right-click a destination in the Directory pane or Speed Dial pane and select Call

from the menu.

2. The call appears in the Active Calls pane. 3. The conditions change from Ringing to Talking when answered.

Making External Calls To make an external call using the keyboard:

1. Using the number keypad on the right hand side of the keyboard dial the number of the access code and then the external number.

2. The details are displayed at the bottom of the Active Calls pane.Press Enter key to start dialling and Enter key again to make the call.

To make an external call with the access number:

1. Check the Use External Access Number box and enter a digit to indicate an External call in the Options > Preferences > General tab.

2. Enter the required telephone number.3. It automatically dials the External call.

Speed Dials The Speed Dials pane is an area where frequently used numbers can be configured for easy access and dialling. You do not need to enter numbers and then make a call: you can select and press the connect (Enter) key, or double-click the contact and the system dials the call automatically.These numbers can be either internal or external contacts, and can be either Public (viewed by all operators) or Private.

Note If you press / instead of Enter the call is forwarded to the voicemail for the extension that has been entered. This requires that the voicemail prefix is configured in the Options > Preferences > Dialling tab.

Note It is not necessary to place the cursor in the Calling Box, when you start typing the numerical values, it automatically focuses on the Calling box.

Icon Description

Public Speed Dial.


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To add a Speed Dial:

1. Pressing Alt+F6 opens the Speed Dial dialog box to add a new entry. Alternatively you can drag and drop a contact from any of the directories into the Speed Dial pane, or right-click and select Add Speed Dial from the menu.

To update a Speed Dial: 1. Right-click in the Speed Dials pane, to view the menu.

2. Select Edit Speed Dial.The Speed Dial dialog box opens.

3. Change the Extension Number, Name or Company.4. Click OK.

To delete an entry from the Speed Dial pane: 1. Select the speed dial you want to delete.2. Right-click and select Delete Speed Dial.3. Select Yes on the confirmation message.

Recording Calls

Console Operator Attendant enables you to record the active call. Once recording starts, You cannot stop the recording until the call has finished. To record a call:

1. With the relevant call selected within the Active Calls pane, press the Record (Pause key), or

click Record , or select Record Call from the right-click menu.

2. The call is recorded.

Clearing Calls To disconnect (clear) an active call when the caller has completed the enquiry:

1. Select the call within the Active Calls pane.

Private Speed Dial. Pressing Alt+F6 from anywhere within Console Operator Attendant to open the Speed Dial dialog box to add a Private Speed Dial.

Note If you select “Private Speed Dial” you are prompted to confirm it has limited access.

Note

This is only deleting the contact as a Speed Dial, and does not remove them from the directory.

Note

This functionality is controlled by permissions and can be disabled by the administrator

Icon Description



2. Press the Clear (Enter) key, or click Clear in the tool bar, or select Clear from the right-click menu.

Re-Establish Calls This feature is a time saving one. The re-establishing of calls means to repeat the previous process with one click. You can re-establish the calls to repeat the previous action as in the following panes: Hold Call Hold with Notes Transfer Call Conference Call Camp on Call Park Call

If due to some reason the process does not succeed, you can click Re-establish to repeat the last action.

Reverted Call Control When you transfer a call to a contact, sometimes the call is reverted back as an active call; for example, because the contact could not answer the call in time.You might not want to search the contact all over again to re-transfer the call. Therefore, Console Operator Attendant offers a set of call controls specifically configured to handle reverted calls.

Once the call hits the Active Calls pane after being recalled from the Calls In Progress pane, you can view the Reverted Call Controls by simply right-clicking on the call. The call controls are similar to the ones explained previously, except that for reverted calls, the call controls are in context to the contact the call was initially transferred to.If you right-click on the retrieved call and select Start Conference, the contact on the extension from where the call was reverted is added to the conference automatically. You do not need to search through the directory or specify the extension for that contact.

Call Controls for Retrieved Calls The actions that you can perform on a retrieved call, either from the toolbar or the right-click menu, are shown below.


Clear Call Clear an answered call.

Consult Consult and transfer the answered call to the extension from where the call was initially reverted.

Blind Transfer Transfer the answered call to the extension from where the call was initially reverted.

Re-establish Redo an action previously performed on the reverted call.

Hold with Notes

Attach notes to the reverted call before placing the call on hold.


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Serial Calling Console Operator Attendant offers Serial Calling, where you can accept a call and intuitively create and manage a series of destinations for the caller to be routed through. An example being a sales representative calls into their office, and requires to speak to a colleague, their secretary, then their manager. This call can be instigated by you without relying on the destinations having to forward the call on. Provision for you to add, amend, reorder and delete numbers within the serial number list.

Numbers stored in the serial number list can be to internal and external destinations and the numbers can be both individually typed by you or can be added using the contact directory.

Manage the serial call process using the numbers stored in the serial number list. This includes moving the active call to the service queue and then instructing the Arc Pro server to dial each number using the Arc Pro Server's serial routing process.

Manage the serial call completion (you are given completion options when starting a serial call process)

Manage recalls and failed deliveries to those numbers stored in the serial number list. Recalls are managed in the ‘Calls In Progress’ [F5] pane you can reconnect the call back to your extension (‘Active Calls’ [F7] pane) or re-establish a failed serial call process.

Console Operator Attendant supports both mouse and keyboard operations for the serial call feature.

To create a Serial Call :

1. You answer a call (either from a queue or a direct call) and determines if the caller requires to speak to multiple people (a Serial call).

2. You browse through the directory lists and adds contacts to the serial call list by either: • Select the Contact and press Ctrl+Insert to add them to the Serial Call list.

• Select the contact and click Serial Call from the tool bar. Clicking OK saves the selection and close the Serial Calling dialog box to allow further contacts to be chosen.

• Right-clicking and selecting Add number to serial call list.3. When all of the recipients have been selected, press Ctrl+Insert (with no contacts selected) or

click Serial Call to open the Serial Calling dialog box.

Hold Place call on hold for the same extension/contact the call was reverted from, without taking notes for the contact.

Contact Details

Add or update details of the contact from whom the call was reverted.

Start Conference

Consult and start conference with the contact the call was reverted from.

Park Call Place the call on a Call Parking Device.

Personal Call Park

Perform Personal Call Park for the contact the call was originally reverted from.


Park a call with attached notes.

SMS Send an SMS message to the contact.




4. The list can also be modified by removing or updating numbers. The sequence of numbers can also be amended by selecting a number and using the Up and Down arrows.

5. Select the method of call completion by selecting Recall to Operator or Clear Call.6. Add any required notes to the serial call. These show within Console Operator Attendant while

the call is active.

7. Click Start to begin the call with the first number in the serial Call list.If the initial recipient has a Presence status set then you are immediately prompted to resolve this with the consolidated presence screen. The call remains active, and you Have the choice to select an alternate number, or attempt to re-

establish the call again. Click Serial Call to continue with the call.

If subsequent calls have Presence Status set then the call is returned to the Calls in Progress (F5) pane with a Presence Warning - Operator to Resolve statement. Right-clicking on the call prompts you to select from either:

Retrieve the call to your device Re-establish the Call (attempt the original number again) Re-establish the Call (ignore last number) this moves the call to the next recipient in the Serial

Call Sequence.


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3: Using Directories

This chapter describes how the contact directories works, and how information can be displayed and used within Console Operator Attendant. It explains how to use several types of search functions including phonetic, ‘And’, lateral and drill down capability. It also describes how to create and manage Personal Directory Groups, display Busy Lamp Field (BLF) and presence information. The following keys can be used globally and relate specifically to the directory information:

Directory Display There are two types of directories in Console Operator Attendant: Full Directory - This is displayed by default, and contains all the contacts synchronized by Console

Operator Attendant – both internal and external contacts.

Key Function


F3 Move the cursor to the first search field in the Directory pane.


F11 Toggle Personal Directory Group.

F12 View, add or edit the Contact Details.


Alt+F3 Refresh directory search results.

Ctrl+F4 Delete Personal Directory Groups.


Ctrl+F12 Display the alternate contacts window if the selected contact has: an alternate number is associated with the contact. a mobile or business (business1) number exists for the contact.

Ctrl+T Add a new contact

Ctrl+Tab Navigate through the directory tabs from 1 to x (where x = the number of tabs available)

Ctrl+Shift+Tab Navigate through the directory tabs from x to 1 (where x = the number of tabs available)

Alt+Tab+ Number

Navigate to the respective directory tab.Example: Alt+2 opens the 2nd tab, Alt+4 opens the 4th tab.

Alt+F6 Open a Personal Speed Dial, regardless of if the Speed Dial pane is visible.

= Move the cursor to the directory search box and place an asterisk (*) there so that you can execute a regular expression.

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Personal Directory Groups - These directories can be modified to display a portion of the Full Directory. Personal Directory Groups can be edited, shared, unshared and deleted only by the user who created them.

You can have multiple directories open simultaneously – each identified by a tab bearing its name – but you can only view one at a time. To view a different directory, simply click its name tab.By default, the Full Directory tab is the left-most, and the Create a new Personal Directory Group tab is right-most. You can change the order of all the tabs except Create a new Personal Directory Group by either:

Choosing Options > Preferences > Directory, and then reordering the Directory Groups list. For more information, see Directory, page 65.

Dragging the tab left or right to the required position and then dropping it. The dropped tag becomes the active directory.

Directory Controls The following directory controls are available above the directory listing, alongside the search fields:

Display Call Filter Groups (not available when Personal Directory Group displayed). Display the call filters set up in the Administration application.

Lateral Search. Perform a lateral search. For more information, see Lateral Searching (Ctrl+F2), page 50.

Refresh Directory. Update current search results, so that certain statuses - like Extension Mobility device associations - are refreshed, and so that any new contacts added by other operators and that meet the search criteria, are also displayed. You can also refresh the search results by pressing Alt+F3.

Reset Search. This clears the search fields.

Full DirectoryThe information displayed in the directory is configured through the Arc Pro admin. The basic information includes: First Name Last Name Department Job Title Extension Number Email

The directory pane can easily be configured to present additional information such as alternate contact details and presence information, and the layout can be customized to suit your requirements. This includes: Using a single or dual line display for a contact Changing the order that information is presented Rearranging columns, either through the preferences tab or using drag and drop within the

directory pane.

Note Drag and drop changes are reflected in the Preferences > Directory tab.

Using Directories


Sort columns by clicking on a heading and order the display in either ascending or descending order. This only works with fields that have been indexed, which is configured by the system administrator.

The configuration of the main directory is handled in the Preferences > Directory menu, and is covered in Directory, page 65.

You can control the calls of contacts in any of the directories in these ways: Click a contact in the directory and then click any call control in the tool bar. Select a contact and double-click (or press Enter) on a highlighted field in the Contact Sidebar

(described in Contact Sidebar, page 12). Right-click a contact and choose an option. Use the keyboard short-cuts to perform call control operations.

Note If a column heading changes colour when you hover the mouse over it, it shows that the directory can be sorted on this column.When dual line directory is used, only fields appearing on the first line are searchable.

When using drag and drop, only fields on the first line can be rearranged. The sequence of second line fields needs to be changed in the Preferences > Directory Tab.If all directories are configured to display the same, then drag and drop changes appear in all directories.All columns can be rearranged using drag and drop. Changes made in the directory pane are reflected in the Preferences > Directory tab.

Columns can not be sorted by an Icon field.

key Function


F3 Moves the cursor to the first search field in the displayed Directory pane.


Ctrl+F2 or Ctrl+click a field

Lateral search - drill down on search results using fields indexed for lateral search. This search is on the category that has been set within the preferences.Alternatively, press and hold Ctrl and then click Number, Last Name, First Name or Department. The search criterion appears italic and underlined. When the Lateral Search window opens the criterion appears in the title bar.


Clicking Reset Search also clears any search results.

Alt+F3 Refresh directory search results. You can also click .

Ctrl+F4 Delete Personal Directory Groups


Shift+click Drill down within an existing search. For example, when you perform a lateral search on Department, pressing Shift and then clicking a Last Name refines the search to that specific surname within that department.

F12 Opens Contact Details.

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40

Following are the icons that might appear next to a contact in the directory pane.

Ctrl+F12 Display the alternate contacts dialog box of the selected contact if: an alternate number is associated with the contact a mobile or business 1 number exists for the contact

Ctrl+Tab Navigates through the directory tabs from left to right.

Ctrl+Shift+Tab Navigates through the directory tabs from right to left.

Alt+<tab number>

Navigates to the respective directory tab. For example: Alt+2 opens the 2nd tab, Alt+4 opens the 4th tab.

Icon Description

Indicates the status of the extension, if permanently monitored.In the instance where the number that is displayed is not an internal extension an icon appears to indicates the type of contact number being used, for example,

Mobile, Business, Home, Fax or Pager.

Indicates that the contact is available for receiving XML messages.

Indicates calendar information related to the contact.

Various colours

Indicates that the contact has some notes attached. The notes may be assigned icons with different colours to signify a specific message. The icon colour may be changed using the contact properties window.With Enhanced Coloured Notes selected in Preferences > Display the background of the contact reflects the colour of the note has been set.You can configure the Contact Sidebar to display notes. This is done in Preferences > Contact Details Sidebar.

A Contact has an Assistant added to their details. There can only be one assistant set per contact. This icon take precedence over Alternate Contacts or Numbers.

There are Alternate Contacts for this person. There can be multiple contacts added per contact. This icon take precedence over Alternate Numbers, but does not display if the contact has an assistant.

Indicates that an alternate number has been specified for the contact,or one of the following fields have an entry in the Contact Numbers: Mobile Business 1 Business 2 Home Pager FaxAlternate numbers can be displayed by selecting the contact and pressing Ctrl+F12. They are also displayed in the Presence status screen (F2) and the Contact Sidebar.

key Function

Using Directories


Personal Directory Groups Personal Directory Groups are custom directories that you create to make finding relevant contacts easier. You can create up to 98 Personal Directory Groups, which are linked to your account.

Whoever creates a Personal Directory Group is known as the owner of that group. Only the owner of a Personal Directory Group can change, delete, share or unshare the group.

You can navigate between Personal Directory Groups in the following ways: Click the tab heading. Use Ctrl+Tab and Ctrl+Shift+Tab to select the next or previous directory. Press Alt+Number - where the number represents the tab position from left to right - navigates to

the tab directly. If you have five directories and you press Alt+2 the second directory tab is displayed, If you press Alt+4 then the fourth directory tab is displayed.

With Personal Directory Groups you can take a call that has arrived at Console Operator Attendant and drag and drop it to a specific Personal Directory Groups Tab and the contacts within that group are available for selection.

Within the Directory table you can click the heading column and order the display in either ascending or descending order. This only works with fields that have been indexed, which is configured by the system administrator.

Creating Personal Directory Groups To create a new Personal Directory Group: 1. Do one of the following:

• Point to the Directory pane and press F4

• Click the Create a new Personal Directory Group tab .

• Right-click within the Directory pane and then select Personal Directory Group > New. A dialog box appears.

2. Under Detail, type a meaningful Name and Description for the group. 3. Under Filter, either select an existing directory group, or create a new one. To select an existing

group, click Use an existing directory group, then in the dialog box select from the list of available Personal Directory Groups and System Directory Groups, and then click Add or Add All, as appropriate. To hide these groups click Remove, or Remove All.

Note

If you use filter search all contacts that begin with the search string are displayed. If you do not use filter search, only those contacts that exactly match the search string are displayed. When using a dual line directory, only matching data on the first line is displayed.

Note

Personal Directory Groups are intended for you to create custom directories from the corporate directory. Do not use them to add personal numbers to a corporate network, as this impacts on the contact licenses used.

Note

If you have a resilient installation, you must be logged into the Publisher server to be able to create, delete, edit, share and unshare Personal Directory Groups.

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4. To create a new directory group, select the Field type that you want displayed:

• Contact Type • Department • First Name • Last Name • Number Which field type you select depends on the measurement type that you use. If you select Contact Type you have a choice of selecting Internal or External contacts. If you choose a a text-based field like Last Name or Department, you can select from:• Begins with • Contains • Ends with • Is equal to If you choose a numeric field, such as Number, you can select the same comparisons, plus:• Is greater than or equal to • Is less than or equal to

5. Enter the Measurement Value.

6. Optionally, click New to add criteria. You can use up to three criteria to create or modify a Personal Directory.

From the Full Directory you can select a contact and drag it to a previously created Personal Directory Tab. The contact then appears in that Personal Directory, regardless of whether it matches the criteria for that group.

Viewing Personal Directory Group DetailsTo view the details of a Personal Directory Group, such as the owner and the filter, do the following:

1. Select the Personal Directory Group.2. Do one of the following:

• Press Shift-F4

Note For example, Field = Last Name, Measurement Type = Begins with, and the Measurement Value = K, creates a directory only containing contacts whose last name starts with K.

Note If you create a directory using the Field, Number to filter by, the Value you enter is

compared against all indexed number fields (for example, Main Extension, Business 1, Business 2 and Mobile) and all contacts that meet the criteria are displayed. With the directory displaying only the Main Extension number or the substitute number (defined in Preferences > General and Internal Contacts Number Priority or External Contacts Number Priority. For details, see General, page 62), your Personal Directory Group may appear to contain inconsistent results. This indicates that the contact has another numbered field that matches the criteria.For example, if a contact has the primary number 22222 and a Business 1 number of 1111, the full directory shows 22222. If Business 1 is an indexed field, when you create a Personal Directory Group with either Number is equal to 2222 or Number is equal to 1111, the contact is displayed with the number 22222.

Once you have shared a Personal Directory Group, you cannot change the criteria used to create it.

Using Directories


• Right-click and select Personal Directory Group > Details.

The Personal Directory Group Details dialog box appears. Click Cancel to close it.

Modifying Personal Directory Groups Only the owner of a Personal Directory Group can modify it, if it is not shared. When the Personal Directory Group has been shared the details are read only, so the share has to be removed first.1. Press Shift+F4 to see the details of an existing Personal Directory Group.

2. Change the details as required, and then click OK.Only the owner of a Personal Directory Group can delete it. If you delete a Personal Directory Group it no longer exists within the system. If you try to delete a Personal Directory Group to which you have manually added contacts, you are given the option of moving them to the full directory rather than deleting them.

Deleting Personal Directory Groups To delete a Personal Directory Group: 1. Select the Personal Directory Group.

2. Either:• Press Ctrl+F4. • Right-click and select Personal Directory Group > Delete. The Delete Personal Directory Group dialog box is displayed; it asks you to confirm that you want to delete the Personal Directory Group. If the group is shared, the dialog box also contains a warning that the group is shared with other users and that it is removed from their screens if you continue.

3. If your Personal Directory Group does not contain manually-added contacts, continue to step 4.If you have manually-added contacts the Personal Directory Group, you can move them to the Full directory before the Personal Directory Group is deleted. To move them:• In The Delete Personal Directory Group dialog box, select Move contacts to the full directory.

The manually added contacts are listed. By default, they are all selected for moving to the full directory.

• Select each contact you want to move to the full directory; clear any that you do not want to move.

4. Click Yes. • If you have not manually-added contacts to the Personal Directory Group, it is deleted.• If you have not moved any manually-added contacts to the full directory, you are asked to

confirm that you want to delete the Personal Directory Group and the contacts from the system. Click OK to delete the contacts and the Personal Directory Group.

• If you have moved any manually-added contacts to the full directory, a message is displayed confirming that the contacts will be moved to the full directory and that the Personal Directory Group will be deleted. Click OK.

5. If the group is shared, a warning is displayed that the group is shared with other users and that it will be removed from their screens if you continue. Click Yes to delete the Personal Directory Group. Any users who were sharing the Personal Directory Group see a message telling them that it has been deleted; if any were viewing the Personal Directory Group, it disappears from their screen.

Note You can also delete a Personal Directory Group from the Personal Directory Group > Details dialog box that is displayed when you modify a group; click Delete, and then follow the previous procedure from Step 3.

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Sharing Personal Directory Groups Before a Personal Directory Group can be shared, the following conditions must be met:

You need to be a superuser, or have permissions to create a Personal Directory Group There has to be at least one other operator to share with, within the same community There has to be a Personal Directory Group to share, that you own To Share a Personal Directory Group:

1. Right-click within the directory pane, and select Sharing. Alternatively you can select Personal Directory Group from the preferences menu.

2. Select the Personal Directory Group from the list that you require to share. The list only consists of Personal Directory Groups that you have created, and therefore own.

3. Select the User(s) that you want to share the Personal Directory Group with. There is an option to Select/Unselect All Users.

Contact Details To see the contact details for an incoming call, click Contact Details or press F12. You are presented with the Contact Details dialog box. You can change the details and click OK to save the changes. If the contact calling has no record with your then a blank record opens with the caller’s number populated, so that a directory record can be created.

Email ContactIf the electronic mail address of the contact person is added in the Contact Details, then Console Operator Attendant can mail the contact from this window. It opens the mail client configured on

your PC, such as Outlook. The icon for this feature is .

Use Number In the Contact Numbers tab of the Contact Details window, you can select an External phone number of the contact person, and click Use Number to automatically dial a number. This external number can be viewed in the Call Box.

If more than one number is entered for a contact the directory displays an icon to denote that alternate numbers are available.

Adding Contacts You can add contacts in the following ways:

• From the Directory pane • While taking a call • From the Contact Sidebar

Note A message is displayed on the other operator’s screens telling them when a Personal Directory Group has been shared/unshared.

Note Only one Alternate icon is displayed for a contact the sequence being Assistant (Red), Alternate Contact (Blue) and Alternate Number (Green). In an instance where the contact has an Assistant and Alternate Numbers, Only the Red Icon appears.

Using Directories


Adding Contacts From the Directory PaneTo add a contact from the Directory pane: 1. Select the required Directory pane by pressing F3, then press Alt+<number> for the required

directory, or click the Personal Directory Group tab.

2. Press Ctrl+T or right-click within the directory and select Add Contact. The Contact Details window appears.

3. Add the Contact details as required. To help you do this you can use the Pre-defined field content functionality described in Advanced, page 71.

4. Press Enter, or click OK.

Adding Contacts When Taking a Call To add a contact when taking a call:1. Press F12 while there is an incoming call, the Contact Details window opens.2. The caller's number appears on the Contact Numbers tab. An internal number appears in the

Main Extension field, an external number appears in the Business1 field.

3. Add any additional information that you want to save about this Contact, and press Enter, or click OK to save.

Adding Contacts From the Contact Sidebar You can add contacts using the Contact Sidebar if the following are all true:

The Contact Sidebar is visible. For how to make it visible, see Contact Sidebar, page 12. You are browsing a Personal Directory Group, or you are browsing the full directory and have

rights to create a new contact there. To add a contact from the Contact Sidebar:

1. Select the Add Contact tab. 2. Either:

• Drag details of an existing contact from the viewed directory and drop it into the list of fields, and then modify the details, as required. You can only drag and drop details when you have not yet entered anything into the fields.

• Enter new contact details into the fields. You must enter information in the fields marked “-Required-”. To help you do this you can use the Pre-defined field content functionality described in Advanced, page 71.

You can continue browsing directories for contacts while you are entering new contact details.

Note

Within the Numbers tab, the following fields may require information. Contact your system administrator to confirm if these settings are required: Use Device Name - this is case sensitive and has to be entered exactly as it appears

in the CallManager. Resource Repository Group - A category within the administration software, a typical

use would be to denote a specific tenant (in a multi-tenant environment) or a specific office (if calls are controlled from different locations). This is turn may influence what queues are used, and how the call is handled.

Note

The contact's details are saved in whichever directory, or Personal Directory Group is open at the time. If the contact is saved to a Personal Directory Group it is only available to operators with access to the Personal Directory Group.

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46

3. Click Save to save the contact to the database.

If you add a contact to a shared Personal Directory Group, you are warned that other users may edit or delete the contact. If you log out with unsaved contact details, you are prompted to either continue adding them or to discard the contact and continue logging out.

Amending Contact Details To amend a contact’s details:

1. Select a contact from the directory.2. Press F12, or right-click and select Contact Details. The Contact Details window appears.3. Edit the contact information as required. To help you do this you can use the Pre-defined field

content functionality described in Advanced, page 71.

4. Click OK.

Deleting Contacts To delete a contact: 1. Select the contact. 2. Either press Ctrl+D or right-click and select Delete Contact.

A confirmation window appears.3. Click Yes to delete contact from the directory.

Viewing Alternate Numbers If a contact has an alternate number (example being a secretary, colleague within a team or mobile number) linked to their details, this can be accessed by selecting the contact and pressing Ctrl+F12.The following call control options are available: Answer Call, Clear Call, Consult Transfer, Blind Transfer, Transfer to Voicemail, Hold, Hold with Notes, Start Conference, Park Call, Serial Calling.

Adding Alternate Numbers In the Contact Details window there is a tab for Alternate numbers. You are only allowed to add one Assistant to a contact, but you can add multiple Alternate contacts.

If an Assistant is added a red Alternate icon appears in the directory.

If a contact has Alternate contacts added a blue Alternate icon appears in the directory.

Contact and Absence Messages Notes can be attached to a contact. These are free-text fields and can cover things like vacations, unable to be disturbed, or absent.

Note Deleting a contact from a directory permanently removes the contact from the system.

You cannot delete LDAP contacts. The option to delete is only available if a contact has been manually added.

Note

Only one Alternate icon is displayed for a contact the sequence being Assistant (Red), Alternate Contact (Blue) and Alternate Number (Green). In an instance where the contact has an Assistant and Alternate Numbers, Only the Red Icon appears.

Using Directories


Console Operator Attendant can add extra information to any of the contacts in the directories. This contact information can be seen on all operator screens where this contact is displayed. As well as the note icon, if you hover over the contact a tool tip displays the contents of the note.

Console Operator Attendant can add a Contact Absent Message with any of the devices in Busy Lamp Field and Directory. This absent message is seen on all operator screens where this contact is displayed. As well as the note icon, if you hover over the contact a tool tip displays the contents of the note.To add contact information or absent message:

1. To get to the Contact Note window, select a contact from the directory and press Ctrl+N. Alternatively, Select the required Contact from the directory pane.

2. Now right-click the contact and select Contact, From the additional menu select Contact Notes. 3. The Contact Details dialog box appears.

4. Select the Note tab. 5. Select Contact Note Icon Colour. This is used to colour code the note. For example, Red notes

might indicate that a contact is on vacation.

6. Enter the Information or Absent message.7. Click OK.

If you flag both contact information and absent message, then contact information is given preference.

Colour Flag

Red {R}

Green {G}

Blue {B}

Cyan {C}

Violet {V}

Lime {L}

Olive {O}

Teal {T}

Maroon {M}

Navy {N}

Fuchsia {F}

Note Absent message are not available for external contacts.

Note If Enhanced Coloured Notes has been selected in the Preferences > Display tab, any notes that are added to a contact in the Directory pane have a background colour for the whole of that contacts information that reflects the colour of the note.

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Viewing Contact and Absent Messages Contacts that have the notes indicator displayed against them have been assigned an absent message or some other contact information. The icon is displayed in the Directory pane.

If Enhanced Coloured Notes has been selected in the Preferences > Display tab, any notes that are added to a contact in the Directory pane have a background colour for the whole of that contacts information that reflects the colour of the note. To view notes held against a contact name, hover the cursor over the relevant contact and the note content are displayed as a tool tip.

To remove a message: 1. Select the contact and go to the Contact Notes tab.2. Remove the text from the desired message box.

3. Click OK to complete.

Finding Contacts in Directories The search option allows you to find contacts within the directory pane. Console Operator Attendant has the following search options:

Direct Database Searching Phonetic Searching Lateral Searching and Drill Down

Direct Database SearchingIn this case, you are directly connected to the Arc Pro Contact Database and does not involve any kind of interaction with the Arc Pro Server while searching for contacts. A resultant list is displayed, corresponding to the value entered by you in any one of the search fields. Within the Directory pane you can click the heading column and order the display in either ascending or descending order. This only works with fields that have been indexed, which are configured by the system administrator. The headers of sorted columns contains either an up arrow or down arrow to show the direction in which the cells are sorted.

Phonetic SearchingPhonetic searching enables you to find contacts with names that ‘sound like’ the search criteria. For example, in some countries some names can be spelt differently but are actually pronounced the same or similar.

Traditional searching methods for Neilson only produces a small subset of matches. Even searching on “Ne” does not necessarily provide the correct matches as Nielson, Nielsen and Nilson are missed.

Note

When dual line display is used, only fields appearing on the first line are searchable.

Using Directories


Phonetic search lists the names of contacts on the basis of their sounds as pronounced in English language. This feature enables you to view a list of contacts whose names might sound similar when pronounced but may be spelt differently.

To search for contacts: 1. Select the required directory that you want to search. This could be either the Full Directory, or a

Personal Directory Group. To navigate between Personal Directories, either select the Tab, or use Ctrl+Tab and Ctrl+Shift+Tab to select the next or previous directory. Alternatively, press Alt+Number - where the number represents the tab position from left to right - this navigates to the tab directly.

2. Select the search criteria, such as, Last name or Extension Number by pressing the Tab key on the keyboard to jump between the search fields. Alternatively, click the relevant search field.

3. In the desired search box, type a keyword for the desired contact. The matching contact is automatically highlighted in the directory.

4. Once contact is found, double-click to call. 5. When the call has been completed, the directory search clears and the display reverts back to

Note

Phonetic searching is available for First Name and Last Name searches; the whole name must be entered to find a match.It has to be set on in the Options > Preferences > Filter Searching tab. Within this tab you can adjust the level of match likeness used in the phonetic search. Match options are high, medium, low and off. The directory search results are ordered by phonetic match group initially, followed by secondary and ternary field ordering,

Note

When dual line display is used, only fields appearing on the first line are searchable.

Note

If you use filter search all contacts that begin with the search string are displayed. If you do not use filter search, only those contacts that exactly match the search string are displayed. If a field is indexed it can be order in alphabetic or reverse alphabetic order. Such fields have arrow alongside the column title.

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the full display of contacts for that directory.

AND SearchingAND searching enables you to use more than one field when looking for contact matches, but the target must contain all the search elements you specify. For example, John in the First Name and Smith in the Last Name. The search returns only those records that meet the criteria entered in both fields. By default, typing in a search field clears the one to the right, forcing you to define the search from left to right. For details of how to control AND searching, see Filter Search, page 69.

Lateral Searching (Ctrl+F2)

Lateral Search enables you to list only those contacts matching a predefined criterion (for example, Department or Last Name).

To use the lateral search feature, select a contact from the directory. Using the keyboard you can instigate a lateral search by pressing Ctrl+F2 which displays an extended search screen showing all contacts matching the lateral search field (Options > Preferences > Filter Search). Alternatively, you can start a lateral search by holding down the Ctrl key and selecting from either Number, Last Name, First Name or Department, or any other indexed field.

Alternatively, you can lateral search by pressing Shift and then selecting from Number, Last Name, First Name or Department. The searched field changes to italic and underlined. With both methods, the Lateral Search window opens and the criterion appears in the heading.The extended search window height can be resized and the window can be moved. Console Operator Attendant remembers the new size and position of this window.

Note There is a setting on the Filter Search preferences to retain the search results after the call

has been completed. When this is enabled you have to use Shift+F3 or click to clear the search results in the active directory.

Certain actions also reset the search, these include the following: New Incoming call to you New outgoing call Putting call on hold Retrieving call on hold Putting call on park Retrieving from park Clear call Transfer call Putting call into Calls In Progress Pane Conference New queued calls

Note When dual line display is used, only fields appearing on the first line are searchable.

Using Directories


The extended search window can be closed at any time by pressing Esc or by clicking the close window icon (x).

To set the Preferred Lateral Search field you need to specify the criteria within the Preferences. (Options/ Preferences and then the Filter Search tab). Selecting None disables the feature.

Drill DownWithin the Lateral Search window you can “Drill Down” to refine the search to a second level. This is done by holding down the Shift key and selecting an additional criteria from the original search results.The selected contact property appears bold and underlined when the mouse hovers over it. The result window title reads Drill Down followed by the field being used to search, for example: [Last Name = Smith]. Console Operator Attendant launches the extended search window that overlays the existing contact search view where the drill down search results are displayed.

Presence and Busy Lamp Field (BLF) Presence and Busy Lamp Field (BLF) information can be displayed from various sources depending on the way the system has been configured and the corporate infrastructure being available.The BLF information is reflected from the status of the device.

The Presence sources available are: Microsoft Presence Status (LCS or OCS) Cisco Unified Presence (CUP) None If there is any calendar information or absence notes made against a contact they are displayed when the mouse is hovered over the contact. This information can also be displayed in the Contact Sidebar. See Contact Sidebar, page 67 for details on how to configure this.

Select a contact from any of the directories and press F2 to display a screen that shows the dynamic status of the device, as well as the presence and calendar status. As well as BLF (Device Status), each of the available types of Presence options and calendar can be selected to provide further information.

To transfer a call to an alternate contact: 1. Select a contact from Alternate Contact Details.2. You can click any of these options as required:

• Answer Call • Clear Call

Note

When you initiate a Lateral Search, you must complete the selection or close the extended window before continuing within Console Operator Attendant.

Note Contact properties can only be drilled down if the contact property has been indexed.

First name, last name and department fields are always available for drill down selection. Where tenancy is used, for example, call filter groups, the drill down feature always searches for those contacts within the currently selected directory group or groups.Drill down is not available for graphical fields displayed within the contact directory.

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• Consult Transfer • Blind Transfer • Transfer to Voicemail • Hold • Hold with Notes • Start Conference • Park Call • Serial Calling

3. Click Close to cancel.You can also use the following keys o make a transfer:

Viewing Status Details You can view the presence status details by pressing F2 to open the consolidated presence window, or through the right-click menu by selecting Status > Presence.

Your administrator may have assigned you sufficient privileges to edit the contact presence status for contacts. The contact status window displays the following details for the selected contact: Device Features Calls Presence - This shows Cisco or Microsoft Presence, depending on configuration. Calendar

Click the tab to display the corresponding page. These options may vary depending on the way the software has been configured and which selections have been made on the Presence Preferences tab. For more information, see Presence, page 63.

With this window open you can answer any ringing call by clicking Answer .

This Presence page contains the following information:

Key Description

Enter The call is consulted to the selected alternate number.

Enter+Enter The call is blind transferred to the selected alternate number.

Ctrl+P Park and Page dialog opens for the call for selected alternate contact. This only applies if the paging is running, the selected contact is internal and paging is supported by the selected alternate phone.

Control Description

Status Description of Presence Status that is assigned to the contact.

Created The date and time stamp that denotes when the status was last modified. This field shows N/A for a presence status of Available.

Do Not Disturb If this option is set, then the message displays Do Not Disturb in bold, red letters.

Expiry Date The date at which the presence status expires.

Expiry Time The time at which the presence status expires.

Using Directories


If you have Allow Presence Status Amendments privileges you can click Edit and modify the presence status of any contact, including all the attributes of the selected status: 1. Click Edit.2. Enter the information required in the fields. 3. Click Apply to save changes or Cancel to abandon modifications.4. Click OK.

Attributes that have been disabled are greyed out and you are not able to make any changes in such fields. Attributes that are indicated to be required are labelled in bold, red letters.

Microsoft Presence Status (LCS or OCS)Console Operator Attendant can display Microsoft Office Communication Presence Status: either Live Communication Server (LCS) or Microsoft Office Communicator Server (OCS) Information for all contacts. This information is taken from your office communicator status. Where a contact status has been set, the following presence status icons are displayed in the Directory pane:

With Microsoft Presence enabled as the default you can send the contact an Instant Message. From the directory select the contact and either press Ctrl+I or right-click and select Send Instant Message.

Alternate Number This specifies the number to which the call must be forwarded. If the number is saved in the directory, contact's full name is displayed instead of the number itself.

Notes Free format text entered by a contact, providing additional information.

Alternate Contact Details

A list of alternate contacts.

Icon Status

Away\be right back.

Busy.

Busy. This is similar to Busy but allows interruption depending how the system is configured.

Do Not Disturb (DND).

Inactive. This is automatically triggered by Communicator if the account is inactive for a defined period. Default is 5 minutes.

Busy Inactive. This is automatically triggered by Communicator if the account has gone from Busy to inactive for a defined period. Default is 5 minutes.

Appear Offline.

Online (available).

Unknown.

Control Description

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Cisco Unified Presence (CUP) Console Operator Attendant can view CUP (Cisco Unified Presence) Information for all contacts. IP phone user can now set a status for themselves that is reflected onto Console Operator Attendant's Directory. This enables you to manage calls efficiently, since it can be easily found out whether a particular contact is available or not. Where a contact status has been set, the following presence status icons is displayed in the Directory pane:

Two CUP states can be displayed: the main state shows what your state is, and the sub-state shows what you are currently doing. Sometimes your main state may be offline (invisible) and its sub-state available. In this case you are still logged into the CUP client and this is available, but you have chosen to hide yourself. If you use Jabber, either on its own or with an IP phone or Softphone, the event status and sub-status will show the following:

Icon Status

Online (available)

Away/ be right back

Offline

Do not disturb

Derived (manual override of system status)

Unknown

User has Jabber only User has Jabber and IP Phone or Softphone

Event Arc Status Arc Sub-status Arc Status Arc Sub-status

Available Available N/A Available Available

Away Away N/A Away Available

Do Not Disturb

Do not disturb N/A Do not disturb Available

On the phone

N/A N/A On the phone On the phone

Offline Offline N/A Offline Available (IP Phone)N/A (Softphone)

Using Directories


Transferring Calls When Presence is Set When a calls is transferred to an extension with a presence status assigned, a message pops up, prompting you that the person the call is being forwarded to currently has a presence status set.

You can select an Alternate Contact and then one of the following options: Call Consult Transfer Blind Transfer Transfer to Voicemail Hold Hold with Notes Start Conference Park Call Serial Calling

You can also use the following keystrokes to make the transfer:

Set Call ForwardingYou can change the call forwarding settings for a contact. To do this: 1. Select a contact from the directory.2. Right-click and then select Status > Device Features. A dialog box opens.

3. Click Edit.4. Enter a number in the Call Forward All field or browse for a number from the contact list. This is

the number where the call is forwarded for the selected contact. 5. Click Apply to save changes.

6. Click OK.

Viewing Calendar Schedules Depending on the system configuration Calendar Information from Microsoft Outlook client can be

displayed within the Directory pane under the Calendar icon .

Note The BLF Status does not trigger this message. This is by design to allow for answer phone or call forwarding functionality.

key Description

Enter The call is consulted to the selected alternate number.

Enter+Enter The call is blind transferred to the selected alternate number.

Ctrl+P Park and Page dialog opens for the call for selected alternate contact. This only applies if the paging is running, the selected contact is internal and paging is supported by the selected alternate phone.

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The following Icons are used to denote the different Status categories that are available.

Hover the cursor over a calendar icon to show detailed calendar information.

When you hover the cursor over the Calendar icon any additional status information is displayed (for example, for Out of Office it displays a return date).

You can view the calendar using the Status > Presence window.To view calendar details using Presence status: 1. Select a contact from the Directory.

2. Right-click the contact.3. Select Status.4. Select Calendar. s

Depending on the system configuration you can access the Microsoft Outlook client and open a window displaying the selected contacts calendar. This can either be done by double-clicking on the Calendar icon (or by pressing Ctrl+L) There is also facility to access this feature by right-clicking on the contact and selecting View Calendar.

Sending Email When you Forward a call to an extension and the call is returned on time out, you have the option to send an email to the person not available on the desired extension and provide important information about the call. The shortcut key for sending email is Ctrl+M.Emails can be sent from Console Operator Attendant at any time and do not have to be linked to the call process. This function can also be accessed by right-clicking.

Icon Status Description

Free The contact is Free.

Tentative The contact is Tentative.

Busy The contact is Busy.

Out of office

The contact is Out of Office.

Unknown The contact does not allow calendar access (reviewer privilege denied) or information cannot be retrieved.

Note

If the contact does not enable reviewer privileges or has blocked access to their calendar information, an Unknown status icon is shown for their calendar status.

Note You can hide the legend can be hidden by clicking >>.

Using Directories


SMS MessagingConsole Operator Attendant can send SMS to any number, either in its contact list or any other valid number. The system uses third party SMS providers to deliver the message.

Depending on the way Console Operator Attendant has been configured, you can send these types of SMS (Short Message Service) message: Predefined Message – A message that is specified in the Administration module. Typically, a list of

several standard messages are available for selection by you, for example: give me a call urgently.

Free Format Message – You can create your own messages.

To send an SMS, do the following:

1. Press Ctrl+S to bring up the SMS message window, or click SMS from the tool bar, or right-click a contact and select Send SMS.

2. The Send SMS Message dialog box appears: 3. Supply the following information:

• To – the number to whom the SMS is sent.• From – this field with contain the value which has been set in preferences. It can be edit if

required.4. Depending on how the System has been configured you can choose from either a Standard

SMS (configured in Arc Pro Administrator) or a Free Format Message, or a combination of both. The number of characters in an SMS message is limited to 160. These counts are displayed: • Message Count – If the message contains more than 160 characters it is split across this

number of SMS messages. • Characters Used – how many characters have been used so far.

5. Click Send.An attempt is made to send the message and, if successful, a confirmation is displayed. If the attempt was unsuccessful then an error code is displayed and you can attempt to retry sending the message. If the message is sent successfully the Send SMS message dialog box disappears, but in case of an error, a further message is displayed in red below the counts. For example: Invalid Destination Number. You can retry sending the message, or use an alternate method to contact the recipient.

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4: Customising Console Operator Attendant

Depending on the role assigned to your login, you can customise both the appearance and functionality of Console Operator Attendant so that you can work in the most comfortable and efficient way. Any custom settings you make are stored in the database so that next time you log in they are used. You can only change the settings if you: Are connected to the Publisher server - you cannot change the settings when connected to the

Subscriber Have a connection to the database

This section describes: Roles, page 59 Controlling How Panes are Displayed, page 60 Controlling Application Functionality, page 61

Roles Each Console Operator Attendant is assigned a role when their login is created by their system administrator. Roles define which of the following parts of the Console interface are available to a user and whether the user can hide or move them: Queues (F9)pane Queue Calls (F8) pane Active Calls (F7) pane Calls in Progress (F5) pane Contact Sidebar Call Parking Devices pane Directory (F3) pane Speed Dials (F6) pane Toolbars (Call Control toolbar, Queues toolbar and Directory toolbar)

For descriptions of the positions and functions of these parts, see Interface, page 2. Each user login is assigned one of these predefined roles: FULL STANDARD (this role is automatically assigned to users upgrading from earlier versions of Arc Pro) TEAM LIGHT VIOC

The roles control the following for each part of the interface listed above: Whether it is present in the interface. If present in the interface, whether users can hide it.

No role allows users to hide the Queues pane, Active Calls pane or Calls in Progress pane. Whether users can detach (undock) it from the interface, move it, and reattach (dock) it to the

interface. No role allows users to do these things to the Queues pane, the Active Calls pane, or the

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toolbars. The STANDARD, LIGHT and VIOC roles do not allow users to do these things to any part of the interface.

For details of what the predefined roles allow and how they are assigned to users, see the Arc Pro Configuration Manual. If the user has been assigned a role that allows them to undock at least one pane the Layout menu will contain the Single Window Layout option. When this option is selected panes cannot be undocked; with it cleared panes can be undocked. When users close the application the interface layouts (both single window mode, and multi window mode) are saved separately for reuse later.

Controlling How Panes are Displayed Depending on whether your role allows, you can hide or display the following panes, controls and information using View menu options: Queues pane Directories pane Contact Sidebar Speed Dial pane Call Park pane Queues toolbar Directories toolbar Call Control toolbar (if displayed) Queues statistics

You can also hide any of the panes by clicking the x in the title bar. You can resize and move all the panes within and attached to the interface (docked) or outside the interface (undocked), except for the following: Queued Calls - you can resize this pane by dragging the top edge of the Active Calls pane. Call Control Toolbar Active Calls - you can resize this pane by dragging its top edge

Information about the panes on display, their positions and relative sizes is stored by the application between sessions; so that when you next start it, the interface looks the same as when you last exited it.

Resizing Panes To resize a pane, simply click any edge or corner (you can grab a corner only if the pane is undocked), drag to stretch the pane, and then release the mouse button to fix the pane at that size. You cannot shrink a pane to show less than one row of information.

Moving Panes To move a pane:

1. De-select Layout > Single Window. With this menu option selected the panes are confined within the application interface.

2. Move the cursor over the title bar of the pane to move. 3. Click and hold.

Note Console Operator Attendant runs either in or out of Single Window mode. In Single Window mode, all the panes are in fixed locations within the interface, and cannot be moved. When not in Single Window mode, the panes within the interface can be moved to anywhere within the interface (docked) or on the desktop (undocked).



The pane title bar is highlighted. 4. Holding the mouse button, drag the pane to where you want it.

While you are dragging the pane a set of controls are displayed within the interface:

• An arrow control is displayed next to each edge of the interface (for example, is displayed by the left edge); use this to position the pane along that edge.

• When the cursor is dragged over another pane, a set of controls is also displayed in the middle of that pane:

Use these to place the dragged pane relative to the one it is over. 5. Still holding the mouse button (and dragging the pane), point to the relevant control.

The position in which the pane will be placed within the interface is highlighted; the other panes will be automatically adjusted to make room for it. If you do not point to a control, there is no highlight, and the pane is left undocked on the desktop. If you minimize the interface, undocked panes disappear until you maximize the interface again.

6. Release the mouse button.

The pane is placed where specified.

Resetting the Interface Layout Whether or not you are working in Single Window mode, you can reset the interface back to its default layout - with all panes docked - by clicking Layout > Reset Current Layout. If you have multiple monitors, resetting the layout also moves the interface back to your main monitor. Alternatively, press Alt+Backspace. This can be very useful if you have undocked panes on a multi-monitor system. Resetting the application does not change the window mode.

Controlling Application Functionality To access the Console Operator Attendant settings, select Options > Preferences in the main menu. This opens the Preferences window.

The following options are available: General, page 62 Display, page 62 Presence, page 63 Dialling, page 64

Notes

Any pane undocked from the main window always floats on top of the main window. Take care when moving panes because you may hide parts of the interface that show when a call is incoming. We recommend that you do not overlay panes on top of each other.

Note

Some options may be unavailable to certain users, as they depend on permissions being individually assigned by the Administrator or Supervisor.


62

Call Transfers, page 64 Call Park, page 64 Mute, page 64 Call Recording, page 65 Tones, page 65 Queued Calls, page 65 Directory, page 65 Personal Directory Groups, page 66 Contact Sidebar, page 67 Alternate Numbers, page 67 Field Headers, page 68 Secondary Sort, page 68 Filter Search, page 69 Server Details, page 70 Logging, page 70 Advanced, page 71

General Use the General tab to set the following: Popup Application When. Console Operator Attendant pops up when:

• Queued calls are waiting to be answered • My local device rings • Minimize when not in use

SMS Display Name/Number. Specify the default name that appears in the senders field when SMS messaging is used.

Auto Unavailable. Selecting this makes Console Operator Attendant Unavailable if you stop using the computer for a specific period of time.

Internal Contacts Number Priority. This shows the contact numbers that are available, and the sequence which they populate the Number field within the directory. If the contact does not have a Main Extension then the number that is used is Business 1, then Business 2, and so on.

To change the sequence of the order that the numbers are substituted, select the number that you want to move and use the Up and Down arrows to move it to the required sequence.

External Contacts Number Priority. This sets the priority for the sequence that external contact numbers are used. If the contact does not have the first number, then the next number in the sequence is used. This is set in exactly the same way as the Internal Contacts number Priority.

DisplayUse the Display tab to set the display settings of the font, tag and reverted reasons. Queues order. This setting orders the queues alphabetically. If this option is not selected the

queues appear in the order that they were created.

Note You can type an alternative name prior to sending a message.

Note If you clear this check box, you must log off from Console Operator Attendant and then log in again for the change to take effect.



When a section becomes selected. The Change font Colour setting enables you to change the font colours of the labels in the selected pane, making it easier to see which one is selected. By default the text becomes red.

Display Call Information. The Show Routing Tag setting allows Console Operator Attendant to display additional call information from the call queue, including the call destination. The destinations are determined using call filters that are set up within the configuration application. An example might be if there is a Sales or Reception queue configured, then this would be displayed when that queue is used. Show Timeout Conditions enables you to present a good front door image to callers. For example your salutation would be ' I am sorry the line is still busy'.

When a call is selected. These settings allow you to view Busy Lamp Devices and Call Park devices information related to the selected call.

When making calls. These settings allow you to view Busy Lamp Devices and Call Park devices information related to the selected call.

When dragging and dropping. Selecting this displays an icon of the item when dragging it within the interface.

Font Size. Select the font size that Console Operator Attendant uses in the following parts of the interface: • Main Console window and any parts that can be detached and moved • Login window • Alternate Numbers pane • Contact Details pane • Drill Down window • The Help > Graphics window• Delete Personal Directory Group dialog box You can select from Default, Medium, Large or Extra Large.

Enhanced Coloured Notes. Selecting Highlight entire row with notes colour, changes the characteristics of the Directory pane so that if a note is applied to a contact, the selected colour of that note is reflected in a ribbon across the bottom of that contact’s entry in the directory and in the background colour of the Contact Sidebar if notes are displayed.

Resilience. Check Prompt when switching servers (the default) to be prompted when servers switch during server failure or recovery. This option is visible only if the server is configured in a resilience mode, with a publisher and at least one subscriber.

Presence This tab enables you to set the preferences for the Presence information.

Phone Status – Clear Enable Busy Lamp Status to speed up the system by stopping the directory phone status icon from being updated, which means you lose the ability to see whether a phone is idle, busy or offline.

Default Presence Display – Select between either Microsoft Presence Status, Cisco Presence Status or None.

Enable Calendar Information - If Calendar information is available, select this box and select which field is used to retrieve the information. Select from: Email, Email 2, Email 3, User Field 1, User Field 2, User Field 3 or User Profile.

Enable Microsoft Presence Information – To display the Microsoft Presence Information (from OCS and Lync) tick this box, and then select which field will be used to retrieve the information: Email, Email 2, Email 3, User Field 1, User Field 2, User Field 3 or User Profile.

Note If you use Large or Extra Large fonts on a small monitor, you will be unable to display all the interface elements because there is insufficient space. You can alleviate the problem by displaying only some of the panes.


64

Enable Cisco Presence Information – To display the Cisco Presence Information tick this box and select which field will be used to retrieve the information: Email, Email 2, Email 3, User Field 1, User Field 2, User Field 3 or User Profile.

DiallingThe following settings are available: Voicemail. The Voicemail Prefix code is defined at installation and allows you to transfer a caller

directly to an extension user’s greeting. For example, the prefix * turns DN 1234 into *1234. Auto Dial. This option allows Console Operator Attendant to automatically dial an internal or

external number after a defined time when it has been entered. You can set the duration of time for Auto Dial. The desired number appears in the area below the Active Calls pane. Auto Dial number entered in the area below Active Calls.

Call Transfers The following options are available in this tab: When Dragging and Dropping or Double-clicking. This enables you to choose the type of transfer

you would like to perform when dragging and dropping or double-clicking a call. You can choose one of the following options:• Perform consultation transfer • Perform blind transfer

When Blind Transferring. Select this box to automatically Campon a call if the number is busy. When Re-establishing a Call. Select this box to automatically Campon a call if the number is busy

and it is being re-established.

Call ParkThis tab specifies settings for personal call park:

Personal Call Park. • One key personal call park enables you to perform a personal call park just by pressing the

Park key. If you select this, you see a control instead of the regular call parking control

. If you do not select it, the regular call parking control, is displayed. Press Ctrl and then the park key to perform a personal call park. When you select a contact from the directory

and presses Ctrl, the regular call parking control automatically changes to .

• Automatically make a call to the park for destination. After a personal call park you can automatically dial the park recipient. This saves you from manually making the call. To enable the Auto Call feature just select the check box.

After a call has been parked. Selecting the Show all park devices displays all park devices in Console Operator Attendant once an active call has been parked.

Mute This tab allows you to enable automatic muting of calls. You can select any of the following options: Performing a search. Selecting this check box automatically mutes a call when you click in any

of the search fields. Pressing numeric keys to dial numbers. Selecting this check box automatically mute a call when

you dial a number. Changing or selecting Directory screens. If you select this check box, a call is automatically

muted if you click on the directories.



Call Recording

From this tab specify what type of call recording is required. A choice can be made between All calls, External calls and Internal calls.This facility can be enabled or disabled from the Arc Pro Administrator software.

Tones The following options are available in this tab, the names in brackets refer to the default sounds that are available in the software:

When I have made myself unavailable. Checking Do not play any tones prevents tones being played while you are unavailable.

When a queued call is waiting to be answered. Checking Play a Ring Tone plays a tone while a call is waiting in a queue.

When a call has timed out. Checking Play a Ring Tone plays a tone when a call is reverted from the Calls In Progress pane, Call Parking pane or other.

Queued Calls This tab enables you to colour-code calls to show which queue they arrived on (for example, in the Active Calls pane), and to automatically connect queued and forced delivery calls to your phone.To enable you to distinguish between calls in different queues, you can set a different coloured indicator for each queue. Under Queue Call Colours, select Show Indicator for each queue that you want to colour-code, and then, under Colour, browse to the Color dialog box and select the colour to use. You can restore the original queue colours by clicking Restore Defaults.Under Auto Connect, choose which types of calls you want automatically connected when your phone rings:

Queued calls – only calls from standard queues are automatically connected to your phone. All other calls will ring your phone until you actually answer the call.

Forced delivery calls – only forced delivery queued calls are automatically connected to your phone. All other calls will ring your phone until you actually answer the call.

If you select both options, all queued calls are automatically connected to your phone. Calls from the service queue are immediately automatically connected.When you enable either option, you can also specify a Delay – the length of time (from 0.5 to 9 seconds in half-second increments) that your phone rings before that type of call is automatically connected. If you do not specify a delay, that type of call is connected immediately. This user setting will be less than the server recall time (CT Answer delay) setting; and changing the server setting will automatically adjust the user setting.

Directory This Directory tab influences how the contacts are displayed within the Console Operator Attendant directory: The order of directories in the Directory Groups list (top to bottom) is the order they are displayed

in the Directories pane (left to right). You can change the directory order by selecting a directory in the list and then either:• Using the Up Arrow and Down Arrow controls• Dragging it up or down the listSelect All directory groups use the same settings to make all of the directories match the active directory. If All directory groups use the same settings is not selected, you can change the

Note

This option is only available if Call Recording is licensed and configured.


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appearance of a directory by selecting it from the list and then changing any of the settings for the selected directory.

You can also directly reorder directories in the Directories pane by grabbing the directory title tab and dragging it to the left or right. You cannot move the Create a new Personal Directory Group tab.

Default Display Order. Select which field is used to sort the contacts when they are displayed in the directory.

Show the following information. These lists available: First Line and Second Line.Items that are checked in the First Line appear in the order they are displayed in the directory. De-selected fields appear in alphabetical order after the checked fields. There needs to be a minimum of one item checked, or a warning note is displayed.The order that the fields are displayed within the directories can be changed by selecting a field and using the Up/Down controls to change the order presented. You can also drag and drop a field into the desired sequence.

If you require fields to appear on the second line, select the field and use the right arrow to move the field to the second line.

Second Line fields are displayed in the order that they appear in this list. To change that order, select a field and use the Up/Down arrows to adjust the field position.

Multiple fields can be selected in the Second Line box by using Ctrl+click to select random fields, or Shift+click to select from one field to another inclusive of all fields in between.

To remove a field from the Second Line, select the field and click X. The field appears back in the First Line list as unchecked. Check the field to have it displayed in the directory pane. Clicking Apply makes the changes active without closing the Preferences window.

Search Based On. Select the search fields required to display, which are used to search a record in the Directory pane. You can choose up to six Search fields. You can control how many search fields to display using Display this many search fields on the screen.

Personal Directory Groups Personal Directory Groups are custom directories that make it quicker and easier for you to access specific users. This tab is only available when the following are true:

There is at least one other operator in the same community to share with You own at least one Personal Directory Group If you have a resilient installation, you must be logged in on the Publisher server

Note If an Icon field (such as BLF/Presence Status) is the first field to display in the First Line then it appear larger and display across First and Second Line.

Note

All fields that appear in the Second Line list are displayed in the Directory.All fields in the second line spans two columns. The fields ignore any icon columns. Example If line one consists of column 1 (text), Column 2 (icon), Column 3 (text) then the first field spans across from columns 1 to 3.The amount of fields available on the second line is dependent on the number of fields selected in the first line. For every 2 fields in the first line, you can have 1 field in the second line.



The tab contains a list of Personal Directory Groups that can be shared, and a list of the operators that a Personal Directory Group can be shared with.

There are options to either Select All or Unselect All users.To share a Personal Directory Group, do the following:

1. Select the one to share.2. Select the users you wish to share the group with. If required, use the controls to select or unselect

(clear) all users. To cease sharing a Personal Directory Group with a user, clear the check box next to their name.

3. Click OK or Apply (clicking OK closes the tab).A message is displayed on other Console Operator Attendants to tell their attendants when a Personal Directory Group has been shared/unshared.

Contact Sidebar Use this tab to set up the Contact Sidebar:

Select Display Contact Sidebar to display the Contact Sidebar. Clear this to disable all the Contact Sidebar configuration options.

Status Icons. Select the relevant options to make the icons available in the Contact Sidebar. The list is influenced by the Console Operator Attendant configuration and permissions. Unselected fields appear in alphabetical order after the checked fields. The order that the icons are displayed within the Contact Sidebar can be changed by selecting a field and using the Up Arrow / Down Arrow controls to change the presented order.

Contact Details. Select to make the fields available in the Contact Sidebar.The selected items display the data field in the Contact Sidebar in the order they appear within this configuration list. The order can be changed by selecting a field and using the Up/Down controls to change the order presented. You can also drag and drop a field into the desired position.Fields that are not selected appear in alphabetical order after the checked fields.

Contact Notes. You can choose to display the Contact Information or Absent Notes by selecting the box next to the relevant type of note. If a colour has been specified for a particular category of note then this is displayed in the Contact Sidebar. The colour is set when adding Absent Message and Contact Information.

After completing the configuration, click Apply or OK to make the changes.

Alternate Numbers Show the following Information. Specify what information is displayed for an alternate number.

You can specify the contents of the First and Second line of the displayed contacts by using the up/down arrows to change the presented order.Select the fields that you want to show in Alternate Numbers by checking the box next to the name; you must select at least one. Fields that are not selected appear in alphabetical order after the checked fields.

Note

You can hide/display the Contact Sidebar by selecting/deselecting View > Contact Sidebar.


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The order that the fields are displayed within the directories can be changed by selecting a field and using the Up/Down arrows to change the sequence. You can also drag and drop a field into the desired position.

If you are using Console Operator Attendant in normal mode then you can select a field and move it to the Second Line by using the right arrow.Second Line fields are displayed in the order that they appear in the list. To change that order, select a field and use the Up/Down arrows to adjust its position.The number of fields available on the second line depends on the number of fields selected in the First Line. For every 2 fields in the First Line, you can have 1 field in the Second Line.

Multiple fields can be selected in the Second Line box by using Ctrl+click to select random fields, or Shift+click to select from one field to another inclusive of all fields in between.To remove a field from the Second Line, select the field and click X. The field appears back in the First Line list as unchecked. Check the field to have it displayed in the directory pane. Clicking Apply makes the changes active without closing the Preferences window.

Alternate Numbers Display Order. You can set the order that the contact’s information appears. It is recommended that the order presented on this pop up screen is the same as the display in Directory pane.

Field Headers You can customize the names of the Field Headers that appear by entering a new name of the field next to the field name you require to change. These options are only for the Directories in Console Operator Attendant.To change the displayed field header name:

1. Click the value in the Display Text column.2. Type a new display text for the Default Text.3. Click OK.

If you make a mistake, you can Restore Defaults.

Secondary SortYou can customise the way Console Operator Attendant sorts and searches the data by specifying a Secondary Sort Column.There is also facility to Restore Defaults if required (this is enabled only when a value is changed from the Secondary Sort Column).

To change the values in Secondary Sort Column: 1. Click a value in the Secondary Sort Column.2. Click the down-arrow and select the new value to replace the previous one.

3. To change more than one value, repeat steps 1-3.

Note

If an Icon field (such as BLF/Presence Status) is located as the first field to display on the First Line then it appears larger and displays across the first and second Line.

Note All fields that appear in the Second Line list are displayed in the directory.

All fields in the second line spans two columns. The fields ignore any icon columns. Example If line one consists of column 1 (text), Column 2 (icon), Column 3 (text) then the first field spans across from columns 1 to 3.



4. Click Apply then OK.

If you make a mistake, you can Restore Defaults.

Filter SearchUse the Filter Search tab to manage the types of searches that you can perform. During call control. If the Retain existing directory search, option is enabled, when a call is taken

and a directory search is made, the search results are retained when the call is completed. When this is enabled, press Shift+F3 or click to clear the active directory.

Without this option enabled, when the call ends the directory is reverted to the view prior to a search being made.

When Searching Names. • Use Phonetic Searching. You can enable this option to perform a search based on phonetics.• Match Accuracy. There is a sliding scale from Low (Default), Medium and High. This influences

the accuracy of the results provided against the criteria searched upon.There is also a check box to Include similar matches at the end of the search. AND Searching. This enables you to select two criteria at once and search for entries that meet

both of them.

For example, John in the First Name and Smith in the Last Name. The search returns only those records that meet the criteria entered in both fields. Select I want to use AND Searching to enable this function.With the function enabled, by default, typing in a search field clears the one to the right, forcing you to define the search from left to right. You can disable this behaviour by clearing Clear remaining search fields when typing.

When Performing a Filter Search. Determines how directory searching works: • Press Enter to perform search. Selecting this option stops a search being completed until the

Enter key has been pressed.• Search after every key press. Selecting this option refreshes the search results after every key

stroke you make in while entering values in a search field.• Search after a delay. Selecting this option introduces a specified delay between you

entering the search information and the results being displayed. The Search Delay is measured in seconds.

Lateral Search. This enables you to expand on the search using specific criteria such as a department (for example: Sales or Accounts), or last names (for example: Jones, Smith, or Doe) to look for an alternate contact by pressing Ctrl+F2. The selection is made from None, Last Name, First Name, Department or Number. Select None to disable lateral searching.

Note

These changes are machine specific and do not change all Console Operator Attendants across the network.

Note

You can also activate this feature by choosing Options > Filter Searching and then Use AND Searching.


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Server Details This read-only tab shows the status of the servers that are associated with Console Operator Attendant.

Logging This tab is available only if logging is enabled (it is on by default). Use this tab to enable logging reports; this would normally be requested by Arc Solutions Customer Support to analyse system functionality if an issue has been reported. Select Database, Server Communication or both.



AdvancedThe Advanced tab controls:

Which types of transferred calls (according to their destination) are reverted back to you if unanswered.

Which contact data fields offer previously entered values as you type, thus enabling you to add and edit data quickly and efficiently. All “Company” fields and “User fields” have this functionality.

When transferring calls The choice for the reverted calls are: All Calls: Internal calls: External Calls: No Calls

The calls that are not reverted to Console Operator Attendant continue to ring until the caller ends the call.

Direct transfers allow the end party to see the originating CLI (Caller Line Identification: the caller's number). However, using direct transfers restricts Console Operator Attendant's ability to return transferred calls to you if they are not answered.By default, blind transfers redirect calls from your handset to the service queue (CTI Port), and the call is then connected to the end party. By contrast, direct transfers bypass the service queue and send the call directly to the end party. The caller is not placed on hold (so they hear ringing rather than music), and the originating CLI is displayed to the end party, rather than the details of the service queue.

Pre-defined field content You can set the following contact data fields - which appear in the Contact Details window and in the Add Contact tab of the Contacts Sidebar - so that when you type into them you are offered a list of matching data that has already been entered into the database (for those directories you have access to):

Company Cost Center Department * Job Title * Location * Room Name * Section * User Field 1 User Field 2 User Field 3 The closest match is highlighted in the list, and the text required to make the string you are typing match it is appended to the string. Fields in this list marked with an asterisk also automatically capitalise the words you type to match the rules set for them.

Note

By default, direct transfers are disabled. If you want to use direct transfers, the Gateway's CSS must be configured to allow incoming calls to be redirected back out.If you use direct transfers you lose recall functionality, and the only calls the system is able to recall internally are ones to devices monitored by the Arc Pro Server.


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For example, if your database already contains the department Sales Europe, and want to enter the previously unsaved Sales Asia for a contact, then when you have typed Sales, you are offered Sales Europe - it is highlighted in the list and your string is automatically extended to Sales Europe, with Europe highlighted.

To accept the extended string, simply press Enter or Tab (Tab also moves the cursor to the next field).

To enter Sales Asia, simply keep typing and then press Enter or Tab. If you want to enter just Sales, press Delete to remove the highlighted part added to your string,

and then press Enter or Tab.


A: Permission Management

The availability of features depends on permissions that have been assigned in the Arc Pro Admin software. You must have appropriate access rights to use the following functionalities in Console Operator Attendant.

Permission Description

Break Mode Operator can have break modes (Unavailable/F10)

Contact Device Feature Management

Operator can change contact device features, such as DND and call forwarding. Contact > Status > Device Features.

Allow Call Status Information To Be Displayed In BLF

Operator can display Call status in BLF (directory contacts phone). Call status is one of the following: Ringing, Held, Connected or Busy.

Emergency Mode Operator can set a queue into Emergency Mode. Options > Emergency.

External Contact Management

Operator can add, edit or delete an External Contact. External Directory > Contact > Contact Details.

Internal Contact Management

Operator can add, edit or delete an Internal Contact. Internal Directory > Contact > Contact Details.

Allow Logout While Calls Are On Hold

Operator can log out while calls are in hold area.

Manage Personal Groups Operator can manage personal groups.

Preferences Operator can access the Preferences menu. Options > Preferences.

Presence Management Operator can edit a contact’s Presence Status. Contact > Status > Presence.

Manage Secure Data Operator can save Device information (Device Name) coming from CTI Server when it’s not set.

Automatic Voice Record Operator can automatically record Voice.

Retrieve any parked calls by other operators

Operator can retrieve calls parked by other operators.

Display Contact Info for calls

Operator can view Contact Info for calls.

Permission Management

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Index

Aaccessibility, xiActive Calls pane, 6, 20All Queues preference, 65AND searching, 50answering external calls, 19Bbreak mode, 22Busy Lamp Devices, 63busy lamp devices, 63Ccalendar schedules, 55call forwarding, 55Call Park preference, 64call parking, 25Call Parking Devices pane, 10call parking, personal, 27Call Transfers preference, 64call types, 19calls

managing, 15–35Calls In Progress pane, 10, 24camping on calls, 28clearing calls, 32Client Matter Code (CMC), 30colour coded keyboard, 18conferencing calls, 28contact absent message, 47contact email address, 44contact properties, 44Contact Sidebar, 12contacts, adding, 44customising Console Operator Attendant,59–72DDialling preference, 64direct database searching, 48directories, 37–57Display preference, 62Eemail, sending, 56emergency mode, 22FField Headers preference, 68

Filter Search preference, 69font size, 63Forced Authorization Code (FAC), 30GGeneral preference, 62getting started, 1–13going unavailable, 22Hhold call with notes, 23, 26holding calls, 23Iinternal directory search, 66Llateral searching, 50logging in and out, 1Mmain menu, 3making calls, 31managing calls, 15–35Mute preference, 64muting calls, 21Pparking calls, 25personal call park, 64personal call parking, 27Personal Directory Groups, 41phonetic searching, 48presence status details, 52QQueue Calls pane, 5Queues pane, 5Rrecording calls, 32retrieving held calls, 25reverted call control, 33roles, 59Ssalutation, 21screen reading software (JAWS), xisearch, refreshing, 39searching for contacts, 48Secondary Sort preference, 68serial calling, 34

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Short Message Service (SMS), 57Speed Dial pane, 11speed dials, 31Ttransfer call, 29

blind internal, 29consult external, 30consult internal, 29

Vvoicemail prefix, 64

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