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User Guide Connection Assistant
User ConnectiGuideon Assistant
For sales, service, or technical support, contact your local authorized Inter-Tel dealer.
If you have questions or comments about this User Guide, contact Inter-Tel Technical Publications at:
Inter-Tel, Inc.
Table of ContentsCONTENTS PAGEOverview 1
ConneCall C
CC
SuppoHelp
Getting StLauncUsingInstallAcces
ConnectioStartinConne
TTBCEWSCDTST
ConnAAD
UsingQCEC
CreatiDispla 2003 printed in USA
ction Assistant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1enter Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1all Segmentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2all Modeling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3rt Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
arted 5hing the CD-ROM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 the CD-ROM Launcher . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6ing Connection Assistant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6sing Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
n Assistant Banner 11g Connection Assistant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11ction Assistant Banner Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11itlebar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12oolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12uttonbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13all List. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13xtension Status. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13indow Control Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14tatusline . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14all Control Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15ial List. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16ooltips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16hortcut Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17oolbar Menus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17ection Assistant Banner Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18lways On Top . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18uto Size Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18ialing Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Connection Assistant Banner . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21uick Connect . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21all List. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24xamining Call Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25all Control Functionality . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
ng a Hotkey . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32ying a Button Macro . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
CONTENTS PAGEPersonal Call Logger 37
Starting Personal Call Logger . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37Viewing the Call List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38Filtering the Call List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39Makin
Call SummStartinNetwo
AM
Call STTS
Main MShortcTiles
AERZCAMS
StatioSPC
Custo
Personal NStartinWorki
AEDE
WorkiAEDEg Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
ary 41g Call Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41rk Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42utomatic Configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42anual Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
ummary Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44oolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45ile Area. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45tationViewer List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45enu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46ut Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47dding a New Tile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48diting a Tile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49emoving a Tile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49ooming Tiles. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50ut, Copy, and Paste . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50rranging Tiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50oving Tiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52etting Alarms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
nViewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55tationViewer List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55rogram StationViewer Devices and Colors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58ontrol Calls with StationViewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
mizing Call Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
avigator 67g Personal Navigator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
ng with Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69dding a Rule. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69diting a Rule. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72eleting a Rule. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73nabling and Disabling Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
ng with Actions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74dding an Action . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74diting an Action . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76eleting an Action . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77nabling and Disabling Actions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
CONTENTS PAGEConfiguring Personal Navigator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78Action Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
Connection As
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OverviewCONNECTION ASSISTANT
CALL C1sistant User Guide
Connection Assistant is a software product that provides telephony call control anddesktop automation (screen-popping) on a Windows-based computer. This applicationallows you to view screen pop information from your company database, based on thecurrent call, and control calls from your PC.
CallViewer consists of the following four components:
CallViewer Banner: Allows you to screen pop applications and control callsusing your desktop (see page 11).
Personal Call Logger: Displays a list of calls made from and received at yourextension. This list includes information such as the duration of the call, whetherit was internal (IC) or external (CO), whether the call was answered, etc. (seepage 37).
Call Summary: Displays various statistics on your desktop (see page 41). Personal Navigator: Allows you to create call routing rules for calls made from
or received at your extension (see page 67).This guide details how to use each of these components.
ENTER SERVERTo use Connection Assistant, Call Center Server (version 3.11 or later) must beinstalled and running on a designated CTI Server on your LAN (Local Area Net-work). Call Center Server is the application that provides the link between the Inter-Tel phone system and Connection Assistant.
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Call SegmentationCall Segmentation is a configurable feature within Server that improves the accuracyand details of call reporting. Some of the improvements that Call Segmentation pro-vides include: Detailed Trunk Call Transfer History: When a call is transferred several timesCall Center Server
throughout its duration, the Call Segmentation feature tracks all of the extensions/agents that have received or transferred the call.
Accurate Call Duration Measurement Against Devices: Call statistics, such asTalk Time, Avg Talk Time, and Calls In, can be accurately calculated for eachextension or agent even when a trunk call is transferred several times betweendifferent extensions.
Detailed Hunt Group Call Measurement: Call Segmentation gives you moredetailed reporting against hunt group devices. For example, a trunk line call canbe answered by an agent within one hunt group and then transferred by that agentto a different hunt group. The caller could then abandon the call while waiting inthe second hunt group queue. This trunk call is not only considered answeredin the first hunt group and abandoned in the second, but it will have separatewaiting times associated with the different hunt groups. Call Segmentation tracksthese hunt group statistics separately to enable this type of measurement.
Highly Configurable: The Call Segmentation feature is highly configurable,enabling you to choose how Call Center Server will calculate trunk line call sta-tistics for different devices on the telephone system.
For detailed information on Call Segmentation, see the Installation Manual.
Connection As
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Call ModelingCall Segmentation is provided by modeling calls based on trunk lines or devices.Each of these options not only have an affect on what information the different mod-ules display, but they affect the performance of the Server and other applications.When you model calls by trunk line (i.e., Call Segmentation is disabled), the Server
SUPPO3sistant User Guide
uses less hard drive space. Call reports, however, will be less detailed and includeonly one segment per call. When modeling by device (i.e., Call Segmentation isenabled), the Server uses more hard drive space, but call reports are more detailed aseach call is segmented based on the device where the call rings.
RT SERVICES If you have questions about Connection Assistant, refer to this manual or the on-linehelp. If you need additional support, please contact the designated on-site SystemManager. If this does not resolve the problem, contact Technical Support.
NOTE: Technical support personnel may need to view the installation, setup, etc. ofthe Server. This is achieved faster and easier through a program like pcAnywhere,which allows remote control of the computer. A pcAnywhere CD-ROM is included withCall Center Server, and it is recommended that you install it on the computer runningServer.
Customers performing their own Custom Macro development may obtain TechnicalSupport by purchasing blocks of support time through Inter-Tel Custom Solutions(ICS).Contact ICS Sales for additional information or to place a support block order:
Email: [email protected]: 800-644-7605, ext. 60588
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HELPHelp is a complete on-line reference tool you can use at any time. Help is especiallyuseful if you require information quickly or if the manual is not available. When theapplication is active on your desktop, you can press F1 to access the help for that par-ticular window. Or, you can click the Help button in various windows or the Help but-Help
ton ( ) on the toolbar.
The rest of this manual includes information on installing, programming, and usingConnection Assistant and its associated components.
Connection As
Getting StartedLAUNCHING THE CD-ROM5sistant User Guide
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The following instructions assume that Windows 95/98/ME/2000/XP/NT 4.0 or lateris installed on your PC and that you are familiar with Windows procedures.To install the software on the PC:1. Ensure that Windows is running. (For best results, close all other Windows appli-
cations.)
2. Insert the Call Center Installation CD-ROM into the drive.The CD-ROM Launcher should begin. If it does not:
a. From the Windows Start menu, select Run. The following dialog box dis-plays.
b. Enter the CD drive location (usually D or E) followed by:\Autorun.exe(e.g., D:\Autorun.exe).
c. click OK. The Launcher will begin.
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USING THE CD-ROM LAUNCHERThe Launcher presents you with the following set ofoptions: Install Products: Displays different options for
INSTALGetting Started
installing Connection Assistant (see the next sec-tion).
View Documentation: Displays the availableConnection Assistant documentation, and allowsyou to install Adobe Acrobat Reader (seepage 10).
Inter-Tel on the Web: Uses your PCs browser to access the website for Inter-Tel US or Inter-Tel Europe.
About this CD: Displays information about the Connection Assistant developers.As you progress through the hierarchy of options, click Back in the bottom right cor-ner of the launcher to return to the previous page or Exit to quit immediately.
LING CONNECTION ASSISTANTTo install Connection Assistant from the CD-ROM:1. Click Install Products from the first page of the Launcher.
2. Enter the 8-digit license key that is shown on a label attached to the inside coverof the Connection Assistant software folder. Click Next to continue.
3. Click Install Connection Assistant and then click Connection AssistantClient. The Setup Wizard runs. Each set of options is shown on its own page andincludes Next/Previous buttons for navigating through the wizard. This wizardincludes the following pages:
Licensing Page: If not already complete, enter the 8-digit license key andclick Next.
Welcome Page: Click Next. The Welcome page begins a sequence of SetupWizard pages, which are used to collect some configuration defaults for thesoftware.
Choose a Language: Select the appropriate language from the combo boxand click Next.
License Agreement: Read the license agreement, then choose the I acceptthe license agreement option if you agree to the licensing terms. Click Next.
Choose a Folder: Use the suggested default folder. If necessary, you canchange the installation folder location. Click Next.
Connection As
Options and Components: Choose what Connection Assistant user inter-face to use and what additional features to install. You have the followingoptions: Call Summary: Installs the Call Summary, which provides real-time
call information and a desktop Direct Station Selection (DSS) option.See page 41 for details.7sistant User Guide
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Personal Call Logger: Installs the Personal Call Logger, which dis-plays the call activity for the programmed extension. See page 37 fordetails.
Personal Navigator: Installs the Personal Navigator, which allows youto create rules and actions for customized call routing. See page 67 fordetails.
Ready To Go Macro Support: Installs pre-programmed screen poppingmacros for use with the application selected in the Macro ApplicationSupport screen (see the next page).
Microsoft Outlook Extensions: Currently not supported. Do not selectthis option.
Dongle Driver: Installs the dongle driver required for compiling cus-tom macros.
Call Note Macro: Installs a macro that allows you to attach notes tocalls. These notes then follow calls whenever they are transferred orrouted. See page 31 for details.
When you have selected the desired options, click Next.
NOTE: The Microsoft Outlook Extensions option is currently not supported andshould not be selected. If you select this option, the Microsoft Outlook toolbar willdisplay some icons that are not usable.
Macro Application Support: (This option is displayed only if the Ready ToGo Macro Support option was selected in the Options and Componentsscreen.) You can install out-of-the-box or pre-configured macro supportfor one of the listed applications. If installing macro application support for any application other than
Microsoft Outlook, make the selection and click Next. Proceed to Net-work Settings below.
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If installing macro application support for Microsoft Outlook,
a. Select Microsoft Outlook: Calls and E-mails. b. Select the types of calls that will invoke a screen pop and select
whether the screen popping will occur automatically or if the user isprompted for a screen pop. Click Next.Getting Started
c. Configure the Outlook screen popping options. Click Next. Pro-ceed to Network Settings below.
Network Settings: Select the network settings Connection Assistant will useto communicate with Server. The following window is displayed; simplychoose the required protocol from the drop-down list.
NOTE: The selected network protocol must be identical to the protocol that wasspecified in the installation and/or configuration of Server.
Use Simulation Mode: Select this option to install Connection Assistantin a debug mode. This allows you to simulate calls in ConnectionAssistant without being connected to the Server. This can be very usefulwhen creating and testing Connection Assistant macros.
NOTE: If you select this option, the other fields in the screen become unavail-able.
Connect to CTI Server: Select this option to connect to a CTI Server. Protocol: Select the protocol you want to use for connecting to the
Server. Your options are NetBIOS (for use with IP/IPX and NetBEUI)and TCP/IP (for direct IP connection). (If you do not know which proto-col to use, ask your Network Administrator.)
NOTE: It is recommended that you use TCP/IP if installing Connection Assis-tant for the first time. A direct TCP/IP connection is faster and easier to diag-nose.
Extension: Enter the extension that will perform call control using Con-nection Assistant.
Display network settings at startup: Select this option if you want Con-nection Assistant to display the current network settings whenever theapplication is started.
Connection As
Dial Rules: Select the Specify dial rules for this installation option, andenter the outbound dialing prefix (e.g., 8 or 9) in the text box provided. Thisinformation is critical for outbound dialing.
NOTE: The other option, Calculate dial rules via the Server, applies only to theUK.9sistant User Guide
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If you selected Specify dial rules for this installation in the Dial Rules win-dow, a new window is displayed prompting you to enter outbound call infor-mation. Complete the following fields: Local area code: Enter your local area code (e.g., 480). Local toll calls: Enter any prefixes, within your local area code, that
may require the long distance code. You can enter partial prefixes toindicate a range (e.g., 8 would indicate 800-899).
Long distance code: Enter the code required to dial outside your areacode (e.g., 1 for the US).
Dont dial long distance code: Enter a comma-separated list of areacodes that do not require the long distance code.
International dial code: Enter your international dial code (e.g., 011 forthe US).
If this is the first time you have installed Connection Assistant on your com-puter, the application will attempt to find Server (the CTI Server) on yourLAN and automatically configure the network settings.
Create Shortcuts: Check the appropriate settings to select which programshortcuts should be created. Click Next.
Installation Complete: When the installation has completed, this wizardpage displays the Start Connection Assistant checkbox, allowing you tochoose whether you want to run Connection Assistant immediately uponclicking Finish. This option is not visible if a restart of the operating isrequired in order to complete the installation.
4. Click Install. The set-up program copies files which may take several minutes.When the installation has completed, this wizard page displays the Start Connec-tion Assistant checkbox, allowing you to choose whether you want to run Con-nection Assistant immediately upon clicking Finish. This option is not visible if arestart of the operating is required in order to complete the installation.
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ACCESSING DOCUMENTATIONThe CD-ROM contains the Connection Assistant Installation Manual, which is storedin Adobe Acrobat format. You need the Acrobat Reader installed on your computerto be able to successfully read this document. (The Acrobat Reader can be installedfrom the CD-ROM).Getting Started
To access the documentation:1. Click View Documentation from the CD-
ROM Launcher.
2. Select one of the following options:
Install Acrobat Reader: Installs Acro-bat Reader if you do not already havethis application on your PC.
Manuals: Displays the ConnectionAssistant Installation Manual and UserGuide in Adobe Acrobat.
Configuration Notes: Lists various notes designed to help you install thedifferent products. Select one of these options to open the document inAdobe Acrobat.
3. Click Back to return to the first page in the Launcher, or click Exit to quit.
NOTE: It is recommended that you have Adobe Acrobat version 4.05 or later on yourPC. If you have a version that is prior to v4.05, the document may not display correctly.
Connection As
Connection Assistant BannerSTARTING CONNECTION ASSISTANT
CONNE11sistant User Guide
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To start Connection Assistant:1. Select Programs from the Windows Start menu.
2. Select the Inter-Tel Call Center Suite sub menu.
3. Select Connection Assistant and then the Connection Assistant menu item.After a short wait, Connection Assistant will start. In addition, if installed, Per-sonal Call Logger, Personal Navigator, and Call Summary are automaticallystarted when you start Connection Assistant banner.
NOTE: If the Network Settings have not been configured yet or have not been config-ured correctly when Connection Assistant banner starts, the application will invoke aself-configuration mode to attempt to automatically find the Server on your LAN. Seethe Installation Manual for more information.
CTION ASSISTANT BANNER WINDOWWhen you start Connection Assistant, the main banner window displays, as shownbelow.
NOTE: Your Connection Assistant banner window may have less functionality if youhave not purchased a version of Server that is licensed for call control.
Each feature displayed in this window is described in the following sections.
TitlebarToolbar
Buttonbar Dial List
ExtensionStatus
Windows Control Buttons
Call ControlButtons
StatuslineCall List
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TitlebarThe titlebar is the rectangular region at the top of the window. It displays the name ofthe application and indicates if Connection Assistant is Off-Line. Off-Line indicatesthat Connection Assistant has not yet connected to the Server, and it is not ready todisplay calls from/to your extension device. Connection Assistant may be Off-Line if
ToolConnection Assistant Banner
your network supervisor has closed down the network or if the Server has been shut-down or is not physically connected to the network.
barThe toolbar contains buttons that activate drop-down menus or execute an action. Youcan use the options in these menus to configure banner Connection Assistant or per-form special tasks. The tasks associated with each toolbar button are specified in thetable below.
BUTTON DESCRIPTION
Displays the Action Menu.
Activates the Settings Menu.
Enables/Disables automatic macros. If the button is clicked down (i.e.,recessed) automatic macros are enabled; otherwise, they are disabled.Displays the Help Menu.
Dials a telephone number or digits over an existing call using the num-ber highlighted in the last activated Windows application (performs GoDial). The button is disabled if it does not make sense to perform thisaction. If Connection Assistant is not connected to the Server, the buttondisplays a red X ( ).
Activates Call Summary (see page 41 for details). If the Call Summary option was not selected during installation, this button is not displayed.
Activates Personal Call Logger (see page 37 for details). If the Per-sonal Call Logger option was not selected during installation, this but-ton is not displayed.
Activates Personal Navigator (see page 67 for details). If the Personal Navigator option was not selected during installation, this button is not displayed.
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You can change the method that Connection Assistant uses to grab tele-phone numbers from another Windows application by changing the Go
Dial Method setting in the Dialing Settings window (see the Installation Man-ual).13sistant User Guide
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NOTE: The button may not be visible if you have not purchased a version of Con-nection Assistant that is licensed for call control functionality.
onbarThe buttonbar contains the configurable button macros. Your supervisor or managershould have already configured these to automate various tasks. However, you canprogram which buttons are displayed (refer to the Displaying a Button Macro sectionon page 34).
List This area displays information about inbound and outbound calls (see page 24 fordetails). The presentation of this information can be altered by choosing theAdvanced command from the Settings menu. The call list automatically growswhen more than one call is active.
nsion StatusTo the right of the Call List, there is a picture that indicates the status of your exten-sion, as described in the table below.
BUTTON INDICATION
The Connection Assistant application is Off-Line.
Your extension is idle.
Your extension is busy.
Your extension is ringing.
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Window Control ButtonsThese buttons affect the Connection Assistant banner window, as described in thetable below.
Statu
BUTTON DESCRIPTIONConnection Assistant Banner
slineThe statusline is located at the bottom of the window. It indicates the status of yourtelephone extension when there is call activity and tells you what Connection Assis-tant is doing when operations are being performed. In addition, when the mousepointer is moved over the toolbar buttons, macro buttons, and other Connection Assis-tant controls, the statusline displays their function.
Minimizes the Connection Assistant banner window.
Maximizes the Connection Assistant banner window.
Restores the Connection Assistant banner window to toolbar size.
Exits Connection Assistant. (If installed, the Call Summary window doesnot close when you exit the banner window. Personal Navigator andPersonal Call Logger, however, automatically close when you exit thebanner window.)
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Call Control Buttons
NOTE: These might not be visible or may be disabled (grayed-out) if you have not pur-chased a call control license for Server.15sistant User Guide
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These buttons allow you to control calls at your extension (e.g., answer calls, dial aspecific telephone number, place calls on hold, etc.), as described in the table below.
BUTTON DESCRIPTION
Drops the specified call that is shown in the call list (see page 27).
Answers the specified call that is alerting your extension (see page 27).
Places the specified call on individual hold (see page 27).
Places the specified call on System Hold (see page 27).
Directly transfers an answered call or redirects an alerting call to thespecified extension/group in one step (see page 29).
Places the specified call on hold and dials the specified extension/groupto make a consultation call for a call transfer (see page 28).
Transfers the specified call on hold to the party at the distant end of thecurrent call. Basically, this button is used to complete a call transfer. It isprovided so that you can choose the call to transfer to the party at theother end of a consultation call if there is more than one call on hold atan extension (see page 28).
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Dial List
NOTE: The Dial combo box may not be visible if you have not purchased a version ofServer that is licensed for call control.
ToolConnection Assistant Banner
This combo box shows the last 20 inbound or outbound calls made or received byyour extension. You can select an item in the list and click the (Re)dial button to callthe specified party.The picture in the first column of the list depicts the direction of the individual, asshown below.
tips
Tooltips display on-screen descriptions of various controls on the Connection Assis-tant window when the mouse pointer pauses over them. For example, if the mousepointer pauses over a toolbar or macro button, a one-line hint is shown to indicate thebuttons operation (the assigned Hotkey is also shown at the end of tooltips text ifappropriate). See page 31 for information about Hotkeys.
BUTTON DESCRIPTION
An inbound call.
An outbound call.
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Shortcut MenuThe shortcut menu provides a shortcut to commonly used commands or menusaccessed via the toolbar.To activate the shortcut menu, right-click on the Connection Assistant or Quick Con-nect window. A list of menu items will display, as shown below.
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bar MenusMenu commands are accessed by selecting the toolbar buttons that activate Connec-tion Assistants menus (see page 12). Or, you can access menu commands from theshortcut menu. The three available menus are as follows: Action Menu ( ): Displays call control commands, such as Answer, Release,
etc. Settings Menu ( ): Allows you to access configuration options, such as how to
display the Connection Assistant banner window, whether or not to display theQuick Connect window, what options Quick Connect will display, etc.
Help Menu ( ): Launches the on-line help system for Connection Assistantbanner.
For details about these menu options, see the Installation Manual.
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CONNECTION ASSISTANT BANNER SETTINGSConnection Assistant banner is a configurable application, allowing you to customizethe way you interact with the software and the way Connection Assistant interactswith other applications. You can also configure various other features such at the Hot-keys and the Quick Connect window.
Alwa
AutoConnection Assistant Banner
The following section describe how to configure a few of the settings in ConnectionAssistant banner. For complete information about other settings, see the InstallationManual.
ys On TopThis setting makes the Connection Assistant banner window always appear over thetop of other open applications, even when Connection Assistant is not the activeapplication window.
To enable this setting, select Always On Top from the Settings ( ) or shortcut menu,or enable this option in the Window Settings screen.
NOTE: For more information on the Window Settings, refer to the Banner section inthe Installation Manual or the on-line Help File (press F1 key).
Size WindowThis setting makes the Connection Assistant banner window normal sized when thereis call activity at your extension and small (i.e., like a toolbar) when your extension isidle. If you are not using the Quick Connect window as your main interface to Con-nection Assistant, it is recommended that you enable this setting so that the Connec-tion Assistant banner window does not clutter the screen when calls are not beinghandled.
To enable this setting, select Auto Size Window from the Settings ( ) or shortcutmenu, or enable this option in the Window Settings menu.
NOTE: For more information on the Window Settings, refer to the Banner section inthe Installation Manual or the on-line Help File (press F1 key).
NOTICERefer to the Banner chapter in the Installation Manual or the on-line HelpFile (press F1) for detailed information on other settings such as Window,Advanced, and Network Settings.
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The Connection Assistant banner window will pop up from its icon state (if mini-mized already) when there is call activity at your extension. If you are not using theQuick Connect window as your main interface to Connection Assistant, you shouldenable this setting so that accidental minimization of the Connection Assistant bannerwindow will not inhibit you from viewing call details.To enable this setting, select Shortcut On Events from the Settings ( ) or shortcut
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menu, or enable this option in the Window Settings menu.
NOTE: For more information on the Window Settings, refer to the Banner section inthe Installation Manual or the on-line Help File (press the F1 key).
ng SettingsBecause not all area codes require the long distance dialing code (e.g., 1), you shouldconfigure Connection Assistant banner to automatically identify which outgoing callsare toll calls. With dial rules, you can ensure the application inserts the long distancedialing code for calls made to specific area codes and/or prefixes. To program the long distance dialing rules:1. Select Dialing Settings from the Set-
tings menu ( ). The Dialing Set-tings screen is displayed.
2. Ensure Specify dial rules for thisConnection Assistant installation isselected in the Dial Rules section.
NOTE: Calculate dial rules viaServer should not be selected. It isvalid only for the UK.
3. Enter the digit required to access anoutgoing trunk line (e.g., 8) in theOutbound dial prefix text box.
4. Select Set Local Dial Rules.
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5. Complete the following fields: Local area code: Enter your local
area code (e.g., 480). Local toll calls: Enter any prefixes
within your local area code that mayConnection Assistant Banner
require the long distance code. Youcan enter partial prefixes to indicatea range (e.g., 8* would indicate 800-899).
Long distance code: Enter the coderequired to dial outside your areacode (e.g., 1 for the US).
Dont dial long distance code:Enter a comma-separated list of areacodes that do not require the longdistance code (e.g., 623,602).
International dial code: Enter your international dial code (e.g., 011 for theUS).
Replace the + character with the international dialing code: Select thisoption to automatically replace a plus (+) sign with the international code.
6. Test the dialing rules, if desired.To test the dial rules:a. Enter a telephone number to dial in the text box provided.b. Click Test. The number is dialed, and the Actual number dialed box displays
the result. The following table provides a list of the possible outcome values.
Display Text Description[Internal] The telephone number specified is less than the default number of
digits that Connection Assistant considers as being a valid outgoingnumber. Connection Assistant, therefore, treats the number as beingan internal number (i.e., a device within the telephone system).
[Local] The telephone number is to an external number within the localarea.
[Local Toll] The telephone number is an external number within the local areacode but that contains a prefix that requires the long distance code.
[Long Distance]
The number represents an external location outside the local area,and the number of digits specified is equal to or greater than thedefault number of digits that Connection Assistant considers asbeing a long distance number. The number is also not in an adjacentarea where calls are considered local.
[International] The telephone number is to an external number within another coun-try.
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7. Click OK when finished, or click Cancel to exit without saving changes. You arereturned to the Dialing Settings screen.
To save any changes, click OK. To cancel unwanted changes, click Cancel.
USING CONNECTION ASSISTANT BANNER
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This section explains how to use Connection Assistant banner on a daily basis.
k ConnectThe Quick Connect is a small, single-button window that you can move anywhere onyour desktop.
To move the Quick Connect window, click on the Quick Connect windows small title-bar and drag it to a new position on your screen. The Quick Connect is always shownover all other normal application Windows.
NOTE: The Grab Telephone Number ( ) button may be disabled (grayed-out) if youhave not purchased a version of Server that is licensed for call control functionality.
ALSO: If you do not see the Quick Connect Window, right-click on the ConnectionAssistant banner window and select Show Quick Connect Window.
To make a call using Quick Connect:1. Highlight a telephone number in another Windows application.
2. Click the Grab Telephone Number button ( ). Any non-numeric charactersdetected in the highlighted text string are ignored, and the number is dialed fromyour extension.
Grab TelephoneNumber Button
Titlebar
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When you make and receive calls at your extension, the Quick Connect displays callinformation as a shortcut Call List in a small tooltip-like window, as shown below(see page 26 for more details on how to make a call). It will also display the Call Con-trol buttons, as described on page 15.Connection Assistant Banner
The button displayed in the Quick Connect window may change, depending onwhether or not Connection Assistant is connected to Server and if it makes sense todial a telephone number or digits over an existing call, as described in the table below.
You can configure what buttons and columns will be displayed on the popup call list by using the Quick Connect Settings window (see the following
page).
BUTTON DESCRIPTION
Connection Assistant is not connected to the Server.
The button is disabled because it does not make sense to dial a tele-phone number or digits over an existing call. Or, you have not pur-chased a version of Server that is licensed for call control functionality.
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To configure the Quick Connect window:1. Right-click on the Quick Connect window. A shortcut menu displays.
2. Select Quick Connect Settings. The Quick Connect Settings screen is displayed,as shown below. 23sistant User Guide
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3. Select the options you want to enable (a check mark appears).
4. Click OK to save your settings or Cancel to exit without saving changes.
NOTE: You can change the method that Connection Assistant uses to grabtelephone numbers from another Windows application by changing the Go DialMethod setting in the Dialing Settings window.
ALSO: You do not have to use the Quick Connect as your interface to Connec-tion Assistant. You can use the main Connection Assistant banner window insteadto make and receive calls. When Connection Assistant is installed, you are askedwhat interface you would prefer to use. If Quick Connect is chosen, the Connec-tion Assistant banner window is still displayed but is permanently minimized. Youcan change the way Connection Assistant is used later by modifying the settingsin the Window Settings and/or the Quick Connect Settings window.
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Call ListThe portion of the Connection Assistant banner window where the dialed or receivednumbers appear is the Call List area. If you are using the Quick Connect window, theCall List will pop up when a call is active (i.e., ringing or connected). If the Serverrecognizes an incoming or outgoing call number, this area will display details pertain-Connection Assistant Banner
ing to that caller. It also states the status of a call, using the icons listed in the follow-ing table.
Various Call Control buttons are also displayed to the right of each call in the CallList. These allow you to place the call on hold, drop the call, transfer the call, etc. (seepage 15 for details).
NOTE: The call control buttons might not be visible or may be disabled (grayed-out) ifyou have not purchased a version of Server that is licensed for call control.
BUTTON DESCRIPTION
An unanswered outbound call.
An unanswered inbound call.
The call has been answered.
The call is on hold.
The call was answered and is now on hold.
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Examining Call DetailsTo obtain a summary of information on the current call you are handling, select CallDetails from the Action ( ) or shortcut menu. Or, you can double-click on a call inthe Call List. The Call Details screen displays, as shown below.
Call 25sistant User Guide
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NOTE: If a Call Note was added to the call (see page 31), the note is displayed in theLast Account Code field.
To exit this screen, click Close.
Control FunctionalityThe following sections explain how to use Connection Assistant banner to make,receive, and control calls from your computer screen. To use Connection AssistantsCall Control functionality, you can use either the main Connection Assistant bannerwindow or the Quick Connect window. You can also use the Hotkeys (see page 31) orthe shortcut menu (see page 17).
NOTE: Call Control functionality is only enabled if Connection Assistant is connectedto the Server and the Call Control Enabled menu item in the Settings menu is checked.Call Control functionality might be grayed-out or disabled if you have not purchased aversion of Server that is licensed for call control.
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Basic OperationBefore you use Connection Assistant banner for call control, ensure the titlebar doesnot display Off-Line or that the picture in the Quick Connect Window does not displaya red X ( ). You must also make sure your telephone extension is working correctly.
Call Control and Hotkey AssignmentsConnection Assistant Banner
You can assign Hotkeys (see page 31) to the different call control functions, such asdial, answer, transfer, etc. These allow you to perform the call control action while anapplication other than Connection Assistant banner is active. If you choose, however,to use Hotkeys for call control, Connection Assistant will logically choose the callaffected by the action. For example, if you use a Hotkey for retrieving a call fromhold, Connection Assistant will search the call list and retrieve the first call it findsthat is in the held state.
Making a CallYou can make a call using Connection Assistant banner in a number of ways, which isdescribed below.Method A1. From the Action menu ( ) or the
shortcut menu, click Dial. The Dialwindow displays, as shown on theright.
2. Enter the extension, group, or externaltelephone number in the text box, or use the drop-down menu to select a number.
3. Click OK to dial the number or Cancel to close the dialog box without dialing.
Method B1. Use the Dial List drop-down box to select an existing item, or enter a new num-
ber in the Dial combo box in the main Connection Assistant banner window.
2. Press ENTER or click (Re)Dial.
Method CUse the Quick Connect method, as described on page 21.
NOTE: When you make a call by dialing an external telephone number, you do notneed to specify the outbound dial prefix. This is stored in the Server and is sent to Con-nection Assistant when it connects on startup. The outbound dial prefix and the longdistance dial prefix codes are automatically added to the beginning of the dial stringusing the rules contained within the Dial Settings section of Connection Assistants Dial-ing Settings window (see the Installation Manual).
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Dropping a CallTo drop all calls at your extension, select Release from the Action ( ) or shortcutmenu. Or, click Release on the main Connection Assistant banner window. TheRelease action clears all non-held calls at your extension. It also makes the extensionidle if it is off-hook. Or, click the button by the call you want to drop.27sistant User Guide
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Answering a CallTo answer a call alerting your extension, you have the following options: Select Answer from the Action ( ) or shortcut menu Click the button by the alerting call in the Call List. Click the Answer button (to the right of the buttonbar) in the main Connection
Assistant banner window. If you choose to answer a call in this way, ConnectionAssistant will logically choose the call to answer (i.e., Connection Assistant willsearch the Call List and choose the first call it finds that is not in the answeredstate).
Placing a Call On Individual HoldTo place a call on Individual Hold at your extension, select Individual Hold from theAction ( ) or shortcut menu. Or, click the button by an unheld call in the CallList.
Placing a Call On System HoldTo place a call on System Hold at your extension, select System Hold from theAction ( ) or shortcut menu. Or, click the button by an unheld call in the CallList.
Retrieving a Call On Individual HoldTo retrieve a call that is individually held at your extension, select Retrieve FromHold from the Action ( ) or shortcut menu. Or, click the button by a held call inthe Call List.
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Retrieving a Call On System HoldTo retrieve a system-held trunk line call, select Retrieve From Hold to retrieve a callat the same extension that placed it on system hold. For all other system-held calls,make a new call (either manually or using the Dial menu item) and specify the trunkline device of the corresponding call as the dial string.Connection Assistant Banner
Transferring a Call Using Inquiry TransferThe Inquiry Transfer function performs two operations in one: first, you are promptedto dial another extension or telephone number; second, the current call is placed onIndividual Hold while the transfer destination is ringing. This allows you to verifythat the destination is available (e.g., not busy) and/or inform the person at the desti-nation number that you are transferring a call (i.e., perform an announce transfer).
To perform an inquiry transfer:1. Select Inquiry Transfer from
the Action ( ) or shortcutmenu. Or, click the but-ton by a call in the call list.The Inquiry Transfer dialogbox displays.
2. Enter the destination num-ber in the box provided, or use the drop-down box to select an existing number.
3. Click OK to place the active call on hold and dial the specified number. Or, clickCancel to cancel the transfer and return to the active call.
4. Select Complete Transfer from the Action ( ) or shortcut menu, or click the button by the call you want to transfer in the Call List. This takes the active
call off hold and transfers it to the dialed destination number, completing theinquiry transfer.
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Transferring a Call Using Direct TransferA Direct Transfer differs from an inquiry transfer because it does not place the trans-ferring call on hold while ringing the destination number. Instead, it immediatelycompletes the transfer (i.e., the person at the distant end will hear the call ringing atthe destination number).29sistant User Guide
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To directly transfer any answered or unheld external outbound call: 1. Select Transfer/Redirect
from the Action ( ) orshortcut menu. Or, click the
button by a call in thecall list. The Direct Trans-fer dialog box displays.
2. Enter the extension or number of the destination where you want to directlytransfer the call. Or, use the drop-down box to select an existing number.
3. Click OK to transfer the call to the specified number, or click Cancel to return tothe active call without transferring it.
NOTE: This feature will also redirect an external call that is ringing at your exten-sion if it is not in the answered state.
Redirecting a Ringing CallThis feature allows you to redirect an incoming external call to another destinationbefore the call is answered.
NOTE: This feature only works with external calls. You cannot redirect internal calls.
To redirect a ringing call.1. Select Transfer/Redirect
from the Action ( ) orshortcut menu. Or, clickthe button by an exter-nal, unanswered call in theCall List. The RedirectCall dialog box displays.
2. Enter the extension or number of the destination where you want to redirect thecall, or use the drop-down box to select an existing number.
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3. Click OK to redirect the call to the specified number, or click Cancel to return tothe active call without redirecting the call.
This feature is incredibly useful if a DID number rings directly to your extensionand is configured to queue (or camp-on) if your extension is already busy. In thiscase, camped-on calls show in the call list as alerting calls; so, you can use theConnection Assistant Banner
Transfer/Redirect feature to send such calls directly to your operator (receptionist)or even straight to your voice mail box.
NOTE: This feature will directly transfer a call at your extension if it is in theanswered state and not held.
Conferencing CallsThe Conference allows you to establish a multi-party conference call. When there areany answered calls or an external outbound call at your extension, the Conferencebutton (right of the buttonbar on the Connection Assistant banner window) and theConference option in the Action or shortcut menu become enabled.
To establish a conference call while on a call:
1. Select Conference from theAction ( ) or shortcutmenu, or click the Confer-ence button in the buttonbar.The current call is placed onhold, and the Add Party dia-log box displays.
2. Enter the extension number you want to add to the conference, or use the drop-down box to select a number from the list.
3. Click OK to dial the number, or click Cancel to close this box and return to theactive call.
4. Click the Conference button again. This connects the currently active calls.
Repeat these steps as necessary to add additional parties (up to four).
NOTE: The maximum number of parties that may be joined in a conference is four.Because this maximum includes you, the maximum number of calls you may confer-ence together with yourself is one less than the number actually specified.
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Attaching Comments to a CallIf you installed Call Notes (see page 31), a Set Call Note button is displayed in theConnection Assistant banner toolbar. With this feature, you can attach a note to a call.If the call is then transferred, the note is displayed when the call rings the transferextension.31sistant User Guide
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NOTE: You cannot use the Set Call Note button on internal calls. If you click Set CallNote while connected to an internal call, an error message is displayed.
To attach comments to a call:1. While connected to an external call, click Set Call Note. The Call Note dialog is
displayed.
2. Enter the message, up to 50 characters, in the text box.
3. Click OK when finished or click Cancel to exit without adding a note.
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CREATING A HOTKEYHotkeys are user-defined key sequences (e.g., CTRL+ALT+F1) that, when pressed,perform a specified action or run a Connection Assistant button macro. The keysequence will work globally across the Windows environment, even when the Con-nection Assistant banner window is not the active application. Connection Assistant Banner
You can assign Hotkeys to some ConnectionAssistant banner menu commands. Where thereis an existing Connection Assistant Hotkeyassignment to a menu command, the correspond-ing menu item will show the actual key sequenceto the right of the item. If there is no Hotkeyassigned to the menu, the text may show [None].
To create or change a Hotkey:1. Select Hotkeys from the Settings ( ) or shortcut menu. The Hotkey Manager
screen displays, as shown below.
Hotkey
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2. Use the drop-down box in the View Hotkey Assignments For field to select thetype of action associated with the Hotkey you want to assign. Your choices areOperations (i.e., commands), Button Macros (see page 34), or All. The informa-tion in the list box will reflect your selection.
3. Double-click on an item in the list box, or select an item and click on Assign.33sistant User Guide
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The Assign Hotkey dialog displays, as shown below.
NOTE: If a Hotkey is currently enabled, the cursor will appear in the Press NewKey Sequence text box, by default. If a Hotkey, however, is disabled, you mustselect the Assign Hotkey To option to continue assigning a Hotkey sequence.This enables the other fields in the dialog box.
4. Press the key sequence that you want to assign to the button macro or operation,or manually enter the information using the drop-down list and check boxes.
5. Click OK to assign the Hotkey or Cancel to exit this screen without savingchanges.
NOTE: There are some key combinations that cannot be assigned as a Hotkey,because Windows uses the combination for a special purpose or operation.Examples include CTRL+ALT+DELETE, Print Screen, ENTER, ALT+F4, etc.
ALSO: For further information on how to create or change a Hotkey assignment,refer to the Hotkey Settings section in the Banner chapter of the Installation Man-ual.
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DISPLAYING A BUTTON MACROMacros enable the activation of other applications intelligently, using informationheld within Connection Assistant banner. For example, you could use macros to auto-matically search for a customer record in your customer database when you answer anexternal call.Connection Assistant Banner
Managers and supervisors typically have someone (e.g., an Installation Engineer) cre-ate macros using the Macro Manager. As a user, you can determine which of thesebuttons, up to 12, are displayed on the Connection Assistant banner buttonbar, asshown below.
To display a button macro:1. Select Macros from the Settings ( ) or shortcut menu. The Macro Manager
window displays, as shown below.
2. Select Button Macro from the View drop-down box at the top of the Macro Man-ager window. The available button macros will display in the list box.
Buttonbar (Button Macros)
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3. Double-click on the desired macro, or use the Up/Down keys to select a buttonand click Return. The Macro Editing window displays, as shown below.35sistant User Guide
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4. Enable the Visible option, if it is not already checked.
5. Click Save to save your changes.
6. Click Close to exit this screen. You are returned to the Macro Manager screen.
7. Click Close to exit the Macro Manager. The button should appear in the button-bar section of the window.
NOTE: For further information on how to create or edit button macros, refer to theMacro Reference Guide section in the Banner chapter of the Connection AssistantInstallation Manual or the On-line Help File (press the F1 key).
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Connection Ass
Personal Call LoggerPersonal Call Logger provides you with a list of all of the calls made to or from yourextension. With Personal Call Logger, you can: View real-time and historical call activity for your extension.
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Display up to 1000 calls (inbound and outbound). View unanswered calls that you may have missed. Double-click on an entry to return a call. (This is available for internal calls and
external calls that provided Caller ID.)
NG PERSONAL CALL LOGGERIf Personal Call Logger is installed, when you start Connection Assistant banner, theapplication is automatically activated. If, however, the Personal Call Logger windowis not displayed, you can either click the Personal Call Logger ( ) icon on the ban-ner toolbar or select Personal Call Logger from the Activate submenu of the Connec-tion Assistant banner Action menu ( ).
This screen contains the following elements: Filtering Options: Allows you to change the calls that are displayed based on
different filters. See page 39 for details.
Filtering Options
Call List
Statusline
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Call List: Displays the calls that currently match the selected filtering option.The call list is sorted based on the time of call.
Statusline: Displays the status of the server, the extension programmed for callcontrol, and the total number of calls displayed. If the Server line indicates NotActive, try restarting Connection Assistant.
To close the Personal Call Logger window, click Close. The calls currently in the call
VIEWINPersonal Call Logger
list are saved to a file and reloaded when the application is started again.
G THE CALL LISTOnce Personal Call Logger is active, any calls that are made from or to your extensionare displayed within the call list. Icons are also displayed in the list to indicate the sta-tus of the call. The following table describes the icons that are displayed.
While an inbound or outbound call is ringing, the call list updates with the followinginformation: Time Of Call: Displays the time and date the call started. This is in the format
HH:MM:SS AM (or PM) MM/DD/YYY (e.g., 09:57:38 02/06/2003). Name: Displays the name of the caller, if available. The information displayed
varies, as described below. For IC calls, this is the extension name programmed in the phone system
Database Programming. For CO calls with Caller ID, this is the name identified in Call Center
Server. If, however, the name is not identified in Call Center Server, thisfield displays New Contact.
For CO calls without Caller ID, this field is blank. Caller ID: For IC calls, this displays the extension number. For CO calls, this
displays the digits that were dialed or the received Caller ID digits. Direction: Indicates whether the call was inbound to or outbound from your
extension. External: Indicates whether the call was internal (IC) or external (CO). Yes indi-
cates the call was external; No indicates the call was internal.
Button Description
An unanswered outbound call is ringing.
An unanswered inbound call is ringing.
The call has been answered.
An inbound call was not answered.
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The Duration field is populated once the call is disconnected. The Ans field is popu-lated once the call is answered. The possible scenarios are described below. If a call is answered: The call list icon changes to . The Ans field displays Yes.
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The Duration timer starts. This timer continues until the call is disconnected.Once disconnected, the Duration field displays the total talk time (i.e., the totaltime the call was connected).
If a call is not answered: The call list icon changes to . The Ans field displays No. The Duration timer displays the total time the call rang.
ING THE CALL LISTBecause Personal Call Logger can display up to 1000 calls in the call list, there areseveral filtering options that you can apply to modify the display. These options are asfollows: Direction: Allows you to show inbound calls, outbound calls, or inbound and
outbound calls (All). Answered: Allows you to show answered calls, unanswered calls, or all calls. Location: Allows you to show internal calls, external calls, or internal and exter-
nal calls (All).To change the filtering options, use the drop-down list to make your selection.
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MAKING CALLSIf desired, you can make calls using the Personal Call Logger. To make external calls,however, Caller ID must have been received when the call rang at your extension.To make calls using the Personal Call Logger:Personal Call Logger
1. Double-click on the entry that contains the number you want to dial. A messagebox is displayed, prompting you verify the number.
2. Click Yes to dial the number or No to exit.
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Call SummaryCall Summary provides some of the basic functionality currently available with Real-Viewer. When installed with Connection Assistant, Call Summary includes: StationViewer list: Allows you to configure Direct Station Selection (DSS) but-
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tons that show the current status of an extension. Tile Area: Displays real-time call statistics.
NG CALL SUMMARYWhen you start Connection Assistant banner, Call Summary is automatically acti-vated. If, however, the Call Summary window is not displayed, you can either clickthe Call Summary ( ) icon on the banner toolbar or select Call Summary/Station-Viewer from the Activate submenu of the Connection Assistant banner Action menu( ).
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NETWORK SETTINGSFor the product to obtain real-time information for Server, it must be able to locate aCTI Server (Server).To connect to a Server, select the Network option from the main menu, or click theNetwork option button ( ). The Network Settings screen displays, as shown below.
AutoCall Summary
Select TCP/IP or NetBIOS as the protocol. Then you can setup the remaining CTIServer network information either manually or automatically using this screen, asdescribed in the following sections.
matic ConfigurationTo automatically configure the Server, click Auto Configure. The product will auto-matically attempt to find the Server on the network. Once the Call Summary hasfound a CTI Server and the information in this screen is updated, click OK to exit thisscreen and save the changes. To cancel unwanted changes, click Cancel.
NOTE: The product will automatically go into the self-configuration mode on startup if ithas just been installed, or if it is unable to find the Server.
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Manual ConfigurationTo manually setup the CTI Server network information for TCP/IP:1. Enter the network name of the CTI Server in the Server field. This name will nor-
mally be similar to CTISERVER1. 2. Select the TCP/IP port used for communicating with Server.43istant User Guide
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3. Enter the location of the CTI Server (Server) database. This path can be in UNCform (e.g., \\CTISERVER-01\CVGW), or in standard pathname form (e.g.,Z:\). To browse for the database path, click the ellipsis (...) button.
4. Select Automatically retrieve the database path to ignore the Database Pathfield and have Server provide the database path when the network connection isestablished, if desired.
5. Click OK when finished, or click Cancel to exit without saving changes.
NOTE: The network protocol you select must match the network protocol being usedby the Server.
To manually setup the CTI Server network information for NetBIOS:1. Enter the network name of the CTI Server in the Server field. This name will nor-
mally be similar to CTISERVER1. 2. Select the available network protocol to use for communicating with the server.
3. Enter the location of the CTI Server (Server) database. This path can be in UNCform (e.g., \\CTISERVER-01\CVGW), or in standard pathname form (e.g.,Z:\). To browse for the database path, click the ellipsis (...) button.
4. Select Automatically retrieve the database path to ignore the Database Pathfield and have Server provide the database path when the network connection isestablished, if desired.
5. Click OK when finished, or click Cancel to exit without saving changes.
NOTE: The network protocol you select must match the network protocol being usedby the Server.
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CALL SUMMARY WINDOWCall Summarys main window consists of three main areas: the toolbar, the tile area,and the StationViewer list.
ToolbarCall Summary
NOTE: If RealViewer is displayed in the titlebar, you are consuming a RealViewerlicense.
StationViewer Tile Area
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ToolbarThe toolbar contains a number of buttons that let you control Call Summary. Some ofthese display pop-up menus, while others perform a command immediately. The but-tons and their associated functions are described in the table below.
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AreaThe Tile Area is a container for all tiles. Tiles are automatically arranged for you inthe order that they were created.
onViewer ListThe StationViewer list displays the Direct Station Selection (DSS) buttons that youhave created. For details on using StationViewer, see page 55.
Displays the main menu, where you can access most commands.
Immediately saves your settings to disk.
Adds a new tile to the Tile Area (see page 48).
Not available in Call Summary. If you click this button, a screen is dis-played, informing you that you need to purchase RealViewer for filteringcapabilities.Displays the Options dialog (see page 62).
Displays the Network Settings dialog (see page 42).
Repositions the open tiles in a particular style. There are several differ-ent viewing options that are available through the drop-down menu. (seepage 50).Answers the call that is currently alerting your extension.
Either places the call on hold or retrieves a held call at your extension.
Drops all calls at your extension.
Completes an inquiry transfer at your extension (see page 61).
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MAIN MENUTo access the main menu, select the main menu button ( ) on the toolbar. The fol-lowing options are displayed: Save: Saves the current configuration to your hard disk. This action is always
performed when you exit.
SHORTCall Summary
Filter Manager: Not supported in Call Summary. If you select this menu option,a screen is displayed, informing you that you need to purchase RealViewer forfiltering capabilities. This is the same as clicking the Filter Manager button ( )in the toolbar.
Options: Displays the Options dialog, allowing you to configure global options(see page 62). This is the same as clicking the Options button ( ) in the toolbar.
Network: Displays the Network Settings dialog (see page 42), allowing you toconfigure the network connection to the CTI Server (Server). This is the same asclicking the Network button ( ) in the toolbar.
Help Topics: Displays the help file. About: Displays information about the configuration of the software, such as the
version number and the CTI Server (Server) to which it is connected. Exit: Closes Call Summary and saves the current configuration.
CUT MENUYou can also access different programming options by using the shortcut menu.To access the shortcut menu, right-click on a tile in the Tile Area or the Station-Viewer list.
You have the following options: Zoom: Enlarges the selected tile (see page 50). If the tile is already enlarged, this
option is Unzoom. (Not available in StationViewer List)
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Hide Main Titlebar: Hides the toolbar area, displaying tiles only. If the titlebaris already hidden, this option is Show Main Titlebar.
Cut: Cuts the selected tile and copies it to the clipboard (see page 50). (Notavailable in StationViewer List)
Paste: Inserts the tile currently stored in the clipboard (see page 50). (Not avail-able in StationViewer List)
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Copy: Copies the selected tile to the clipboard (see page 50). (Not available inStationViewer List)
Remove: Removes the tile from the Tile Area (see page 49). (Not available inStationViewer List)
Properties: Displays the tiles current settings (see page 49). Add Tile: Allows you to add a tile (see page 48). This is the same as clicking the
Add Tile button ( ) in the toolbar. (Not available in StationViewer List)
NOTE: When using the shortcut menu to perform an action on a particular tile (e.g., toremove a tile), you must right-click on the tile you want to modify (e.g., the tile youwant to remove).
The building block of Call Summary is the tile (called a Deskboard tile), as shownbelow.
Each tile consists of a caption, which describes the display, and the associated statis-tic. Tiles display a single call summary statistic, which can be filtered to only includea particular group of agents, or other information, such as the date and time. The sta-tistic can also have an associated alarm that will notify you when the statistic fallswithin a certain range (see page 52).
Caption
Statistic
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Adding a New TileTo create a tile:1. Click the Add Tile button ( )
on the toolbar, or select Add Tilefrom the shortcut menu. The newCall Summary
tile is created, and the propertysheet for that tile opens.
2. Complete the following fields inthe Statistics tab:
Item To Display: Shows thecurrently selected statistic thatthe tile will display (see theInstallation Manual for detailsabout available statistics). Tochange the statistic, click theellipsis (...) button, and thenchoose the new statistic fromthe available menu. If youchange the statistic withoutchanging the caption, you willbe asked if the caption should be changed when you click OK. If you clickYes, the caption will change to match the new statistic. If you click No, thename will not change.
NOTE: If you change a statistic for a tile, it is recommended that you also changethe caption to match the statistic. If you do not change the caption, it may becomeconfusing.
Caption: Allows you to edit the caption displayed above the tile. If you donot change the caption but change the statistic, you will be asked if the cap-tion should be changed when you click OK.
Filter: Not available with Call Summary.
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3. Select the Appearance tab.
4. Complete the following fields:
Text Color: Use the drop-down list to choose the textcolor for the tile.
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Background Color: Use thedrop-down list to choose thebackground color for the tile.
Activate the alarm on thisti le: Select this option toapply an alarm to the tile. Ifan alarm is currently firingwhen you uncheck this box,the alarm will stop signalingwhen you click OK.
Alarm Settings: Click thisbutton to configure the alarmusing the Alarms dialog. Configure the alarm as described on page 52.
5. Click OK when finished, or Cancel to exit without saving changes. If you clickOK, the new tile will appear in the Tile Area.
ng a TileTo edit a tile:1. Double-click on that tiles statistics, or right-click on the tile and select
Properties. The property sheet will display with the tiles current settings.
2. Change the settings as desired.
3. Click OK to apply the changes or Cancel to exit without saving changes.
oving a TileTo remove a single tile, right-click on the tile to remove and click Remove. At the prompt, click Yes to remove the tile or No to cancel the action.
NOTE: Removing a tile cannot be undone.
You can also remove all tiles by using the Tiles property page of the Options propertysheet (see page 65).
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Zooming TilesYou can zoom in on a tile so that it takes up all of the visible Tile Area space. Thisis similar to maximizing a normal window.To zoom a tile, double-click on its caption, or right-click on the tile and select Zoom.On some systems, you can zoom the tile by single-clicking the tile with the Wheel
Cut,
ArraCall Summary
button of the mouse. Repeating the zoom action will unzoom the tile.
Copy, and PasteTiles can be copied and pasted to and from the clipboard, allowing you to quickly cre-ate very similar tiles.
Copying to the ClipboardTo copy a tile to the clipboard, right-click on the tile and select Copy. Or, select Cutto copy the tile to the clipboard and remove the tile from the Tile Area. Because youare not deleting the tile (i.e., it is still available on the clipboard), you are notprompted for a confirmation.
Pasting from the ClipboardTo paste a tile back into the Tile Area, right-click on a tile in the Tile Area and selectPaste. The tile is pasted next to the tile where you right-clicked to perform the paste.
NOTE: The Paste menu item is unavailable if the clipboard does not contain a tile thatcan be pasted.
nging TilesYou can control the way Call Summary arranges tiles on your screen.To arrange Call Summary tiles in a grid, click the down arrow next to the buttonin the toolbar and select Tile as Grid from the drop-down menu. The tiles are auto-matically arranged in a grid, as shown below.
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To arrange tiles as columns, click the down arrow next to the button in the tool-bar and select Tile as Columns. The tiles are automatically arranged in one row withone column for every tile, as shown below.51istant User Guide
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To arrange tiles as rows, click the down arrow next to the button in the toolbarand select Tile as Rows. The tiles are automatically arranged in one column with onerow for every tile, as shown below.
To use the Best Fit option, click the down arrow next to the button in the toolbarand select Tile for Best Fit. If this option is selected, the tiles will automatically bearranged and sized based on the available window space. If subsequent tiles areadded, however, the window adjusts to accommodate the new tiles (unless the win-dow is maximized).
NOTE: If this mode is enabled and you manually adjust the size of the window, thewindow snaps to the next best size that accommodates the displayed tiles. The win-dow, therefore, may not resize accordingly when you use the mouse to modify it.
You can also arrange the position of the StationViewer List. For details, see page 63.
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Moving TilesUsing the drag-and-drop feature, you can move tiles within the tile area without hav-ing to cut and paste. To do this, click and drag the tile you want to move. Then posi-tion it over the tile that you want it to precede. (The border of the stationary tilethickens or becomes highlighted.) Release the tile you are moving. It is automaticallyplaced in the area BEFORE the highlighted tile.
SettiCall Summary
NOTE: You cannot release the tile over one that is not highlighted. If a stationary tile isnot highlighted when you release a tile, the tile you are attempting to move returns to itsoriginal position.
ALSO: The drag-and-drop feature is not available for the StationViewer list.
ng AlarmsTile alarms immediately notify you when a statistic is within a certain parameter. Forexample, you may want to know when the number of overflowed calls reaches 15.With Call Summary alarm options, you can set the tile to flash, beep, or activate whenthis occurs.To set an alarm on a tile:1. Access the property sheet for the tile
(i.e., select Properties from the shortcutmenu).
2. Select the Appearance tab.
3. Select the Activate the alarm on thistile flag (a checkmark appears).
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4. Select Alarm Settings to configure thealarm using the Alarms dialog.
5. Use the first drop-down list to selectwhether you want to fire the alarm whenthe statistic meets or exceeds a givenvalue (>=), meets or falls below a given53istant User Guide
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value ( button. If the sound does not play, ensureyour speakers are turned on, the speaker volume is turned up, the volumewithin Windows is turned up, and you have installed and successfullyconfigured a sound card. The sound will always stop playing if the alarmis deactivated.
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Write This Message To The Alarm Log File: Select this option to write amessage to an alarm log file when the alarm fires. Enter the message to dis-play in the field next to the check box. The message can contain special char-acters which are prefixed with a percent (%) symbol, as described in thefollowing table.
Char MeaningCall Summary
For example, the message Gentian in %F has been in wrap-up for more than 5 minutes might appear something likeAgent 4000 in Sales Group has been in wrap-upfor more than 5 minutes. The alarm log file is created in the samedirectory where the software is installed.
Activate The Tile: Select this option to restore the main window and bring itto the front of all windows. The tile that is signaling the alarm will thenreceive the focus.
NOTE: You can select more than one notification option when setting the alarm(e.g., you can have the tile flash and play a sound file at the same time).
9. Click OK to save your changes, or click Cancel to exit without saving changes.You are returned to the Tile Properties page.
To deactivate the alarm, deselect the Activate the alarm on this tile option in theAppearance property sheet for the tile (see step 3.).To disable an alarm on the tile, ensure the Activate the alarm on this tile flag is dis-abled. If you hear an alarm sound when you uncheck the flag, click OK. The alarmwill stop beeping.
N Device Number (on list tiles)D Device Description (on list tiles)T Caption of the tileF Filter applied to the tile
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STATIONVIEWERConnection Assistant includes the StationViewer module. This module displays aDirect Station Selection (DSS) list that allows you to quickly view the status of spe-cific devices and to control calls from your desktop.
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onViewer ListThe StationViewer List is automatically displayed to the left of the tiles (by default).Additional call control buttons are also included in the toolbar. Until you select the extensions to monitor (see page 59), the StationViewer list isblank. Once you have programmed the extensions, however, the window displays Sta-tionViewer buttons, one for each device.
The following sections describe the StationViewer list components.
StationViewer Toolbar Buttons
nViewer
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StationViewer ButtonsThe StationViewer buttons indicate the current status of the associated extension andare displayed within the StationViewer list. To depict the state, each StationVieweruses three different methods: the lamp indicator, icon, and tooltip.The lamp (or bulb) indicator is lit a different color, depending on the status of theCall Summary
extension. For example, in the above illustration, the StationViewer button for exten-sion 1101 (Sue) is displaying a green bulb, indicating that she is in DND. Lamp colorsare configurable for busy, DND, alerting, and idle, as described on page 60.The tooltip is displayed when you pause the mousepointer over a StationViewer button. Each tooltipprovides detailed information about the associatedextension, including the following: Device: Indicates the extension number of the
device. Description: Displays the description for that device as programmed in the
phone system. This is usually the username. On call to: Displays the Caller ID name or number of the caller to which the Sta-
tionViewer extension is currently connected. For IC calls, this is the description(username) of the caller.
DND: Indicates the DND status. If DND is enabled, the DND message is dis-played (e.g., GONE HOME).
FWD: Indicates the forwarding status of the phone. If the phone is forwarded, thetype of forward is displayed (e.g., ALL CALLS).
NOTE: You can also use the StationViewer buttons to handle calls associated with theStationViewer extensions (see page 61 for details).
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The icon is displayed next to the lamp indicator and provides a graphical depiction ofthe extensions current status. The following table lists the various icons and theirassociated meanings.
Icon Indicates
An inbound call is alerting this station.57istant User Guide
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StationViewer Toolbar ButtonsThe StationViewer toolbar buttons perform specific call control functions at yourextension. To use these buttons, you must select your extension in the Call Controltab of the Configure View screen (see step 3. on page 64). See page 61 for a list of theStationViewer buttons and page 61 for details about using these buttons.
An outbound call is being made at this station.
A call is currently connected to this station.
A call is currently on hold at this station.
A call that was answered at this station is currently on hold.
This extension is idle.
This extension has gone off-hook.
This extension is not known to the system.
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Program StationViewer Devices and ColorsTo view devices in the StationViewer list, you must program specific extensions to bedisplayed in StationViewer buttons. You can then program the different bulb colorsthat are associated with the status of the extension.Call Summary
NOTE: StationViewer displays extensions only. To view agents, you need ReporterReal-Time with the Pro license (see the Call Center Suite Installation Manual).
To program StationViewer devices and colors:1. Right-click in the StationViewer list and select Properties. The following screen
is displayed.
2. Select the appropriate tab to program devices and/or bulb colors. You have thefollowing options:
General StationViewer Bulb Colors
3. Click OK when finished or click Cancel to exit without saving changes. You arereturned to the main screen.
Each of the available tabs is described beginning on page 60.
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General TabThe General tab displays a list of the currently monitored devices, each of which isassociated with a StationViewer button. In this tab, you can add, remove, and movedevices using the following command buttons: Add: Displays a menu containing available devices and their associated descrip-59istant User Guide
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tions. Selecting a device automatically adds it to the end of the list.At the bottom of the menu, there is a menu item called Range . Selecting thisitem opens a dialog box that allows you to enter a list of extensions to be added tothe StationViewer list. You can include ranges or individual extension items. Forexample, if you entered 200-204,207,209, the StationViewer list would includeextensions 200, 201, 202, 203, 204, 207, 209.
NOTE: Devices that are added to the list are automatically removed from the Addmenu. This ensures you do not add the same device more than once to the Sta-tionViewer list.
Remove: Removes device(s) from the list. Because the device is not permanentlydeleted from the Add menu, you are not prompted for a confirmation.
Move Up/Down: Moves the selected device up/down in the list. If you movemore than one device at a time, the selected devices are kept in the same orderrelative to each other. The order of the extensions displayed in this list is theorder that the extensions are displayed in the StationViewer list.
NOTE: You can remove/move more than one extension at a time. To select exten-sions that are displayed next to each other, hold down the SHIFT key while selectingthe first and last extension you want to highlight. To select extensions that are no
