MITEL Attendant Console User Guide
Attendant Console Quick Reference Guide These are the basic instructions for the most frequently used telephone system and voice mail features. For detailed information on these and other features, refer to the complete instructions in the User Guide. To place a call Type the number in the Number or Name box in the Directory and press ENTER. (You do not need to enter an outgoing access code for outside calls.) To answer a call Select the Answer icon OR press F9.
NIGHT MODE To connect a conference To place your system in night mode When you have built your Conference list, you are ready to connect the conference call. Select Night Mode from the Console drop-down menu and select On. Whenever the system is in night mode, the Status bar displays NGT. NOTE This procedure places only your system in night mode. In a multi-node network, if you will be placing other nodes into night mode, you may want to program a shortcut key to enable and disable Network Night Mode.
Notice This guide is released by Mitel Networks Corporation and provides information necessary to use Attandant Console. The guide contents, which reflect current Mitel standards, are subject to revision or change without notice. Some features or applications mentioned may require a future release and are not available in the initial release. Future product features and applications are subject to availability and cost.
Important Safety Instructions and Precautions Remember the following safety guidelines when using the phone. Programming Emergency Numbers Make sure to do the following when programming emergency numbers and/or making test calls to emergency numbers: • Remain on the line and briefly explain to the dispatcher the reason for the call. • Perform tests during off-peak hours such as early morning or late evenings.
Limited Warranty Mitel Networks Corporation warrants the physical diskette(s) and physical documentation enclosed herein (but not any diskettes or documentation distributed by you) to be free of defects in materials and workmanship for a period of sixty days from the purchase date.
Contents Contents Welcome 1 About This User Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Related Documentation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Part Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Getting Started 3 System Requirements . . . .
Contents Drop-Down Menus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Console Drop-Down Menu. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Log Off . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Import Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Contents Handling Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59 Placing Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59 Answering Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59 Tagging Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Contents Troubleshooting 77 Troubleshooting OAI Connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77 Frequently Asked Questions about OAI Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77 Troubleshooting the Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79 Error Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Welcome Welcome Thank you for purchasing Mitel’s Attendant Console version 3.2 software package. The Attendant Console streamlines system attendant operations by linking the call processing capability of your telephone system with your personal computer (PC). About This User Guide This user guide provides all of the information you will need to use the Attendant Console and its features. • Getting Started includes installation instructions that tells how to set up your Attendant Console.
Getting Started Getting Started This chapter contains instructions for installing and setting up your Attendant Console. System Requirements This section lists the various system requirements for Attendant Console. Software Requirements Attendant Console v3.2 requires the following software: • One of the following operating systems: o Microsoft Windows XP (Service Pack 2 or higher). o Microsoft Windows Vista®. • TCP/IP protocol installed on your PC Hardware Requirements Attendant Console v3.
Getting Started Telephone System and Network Attendant Console can be used with Mitel 5000 Communications Platform (CP) or Inter-Tel® Axxess® Converged Communications Platform. • The 5000 CP must be running version 1.0 or later and the Inter-Tel Axxess system must be using version 5.1 or later software on all nodes (5.
Getting Started TCP/IP Connections TCP/IP provides diagnostic and connectivity tools for connecting to other systems and to a network. For TCP/IP to work on your computer, it must be configured with IP addresses, subnet masks, and a default gateway for each network adapter on the computer. To determine if TCP/ IP is installed on your computer, check with your Network Administrator.
Getting Started Installing the Attendant Console Software The Attendant Console software is supplied on CD-ROM. The instructions assume that a Microsoft Windows-based operating system is installed on your PC and that you are familiar with basic Windows navigation and using the mouse. Before installation, ensure that the Windows operating system is running and that all Windows applications and any previous versions of the Attendant Console are closed.
Getting Started 11. If you do not want to view calls on other extensions, clear Allow attendant to view call calls on other extensions in the installation wizard (step 5 of 8). This option cannot be changed after you install the software. You need to reinstall the software and clear this option if you do not want to view call details in the Directory List. 12. Click Next. The software installation will continue loading files. 13.
Getting Started Logging On You must log on to the Attendant Console before use. If you do not have previously saved settings you can create a new user or log on as Default. The default user has the default features and settings. If you are a new user: 1. Click Add User. This allows you to set and save your own custom features and settings for use during another session. The following dialog appears. 2.
Getting Started Performing a System Refresh The Attendant Console receives data from the telephone system for page zones, directory entries, and feature codes. While the Attendant Console is running, it is able to recognize changes in the database and update its own database. However, when the Attendant Console is not running, changes may be made to the telephone system in which case the Console database and telephone system may be out of sync.
Getting Started Setting Attendant Console Properties To set the Console properties, select Options from the Console drop-down menu (see page 25, for information on drop-down menus) or from the initial start-up window. The Options window includes options for User, Transfer, Program, Locations, Night Mode, Connection, Warnings, and Diagnostics preferences. User Tab The User tab, shown below, allows each Attendant Console user to set the following options for their username.
Getting Started • Hot Dialing: Enables the number to be dialed automatically if the number entered in the Number or Name search box matches a number in the current Group. You do not need to press Enter. o Enable: Enables Hot Dialing. o Disable When Destination Is: If desired, you can selectively disable Hot Dialing when the destination is busy, in do-not-disturb, or forwarded by checking the appropriate boxes.
Getting Started Transfer Tab The Transfer tab allows each Attendant Console user to set the following call options. • Default Transfer Type: Is the transfer type used when you press ENTER or use hot dialing. Your options are Announced Transfer or Immediate Transfer. o Announced Transfer: Places a call to the destination so you can announce the transfer. This is the default transfer mode. o Immediate Transfer: Transfers the call immediately, with no announcement.
Getting Started • Hang-up to complete transfer: You can use the Hang Up button to complete a transfer. If it is unchecked, you must use the Complete Transfer button. If it is unchecked and you click Hang Up during an announcement call, the announcement call is disconnected and the call waiting to be transferred remains on hold; you can then make a new announcement call. • “Hold” to complete transfer to hold: You can use the Hold button to complete a transfer and place it on hold at the destination station.
Getting Started • Call Log: o Log Incoming/Outgoing Calls: If you check one or both boxes in the Call Log options, the directions (incoming or outgoing, or both) of the calls are recorded in the Call Log. If you uncheck one or both boxes, incoming/outgoing calls are not be put in the call log at all. o Entries: Is the number of entries that will be stored in the Call Log. When this number is exceeded, the oldest entry is deleted first. The range is 0-3000, and the default setting is 20.
Getting Started Night Mode Tab NOTE Only an Administrator can perform the night mode configuration and on and off. All users have the ability to view the night mode status but does not be allowed to put nodes in or out of night mode. The Night Mode tab, shown below, allows an Administrator to configure what will happen when the nodes are put in Night Mode. This tab also shows the night mode status of each node for all users.
Getting Started Connection Tab The Connection tab is used to set up communication with the telephone system. This information must be entered correctly for the Attendant Console to work. If you do not know the information, contact your Telephone Administrator. • Your Station: o Extension: Enter your extension number. o Node: Enter the node to which your phone is connected. NOTE o If you do not know which node your phone is connected, unplug and replace your phone’s line cord.
Getting Started • OAI Server: Allows you to specify a list of OAI Servers to which the Console can connect. When connecting, the Console starts at the top of the list and works its way down until it finds a server that will let it connect. Because the Console always prioritizes through the server list in a top down manner, the first OAI Server on the list is the default primary server that the Console will connect.
Getting Started To add (or edit) an OAI Server: 1. Click Add (or Edit). The Edit/Add OAI Connection dialog appears. 2. Enter the desired IP Address, TCP Port, OAI Password, and Description. • IP Address: Enter the IP address of your OAI Server. • TCP Port: Enter the port number of the OAI Server. • OAI Password: Enter the password required by the OAI Server, if applicable. The password may contain up to 15 characters that are case sensitive and include any characters (i.e.
Getting Started Warnings Tab The Warning tab allows you to choose whether you want to see warning messages before you do any of the actions listed below.
Getting Started Diagnostics Tab The Diagnostics tab, shown below, is used to set up log files. All commands, events, and confirmations sent to the system are saved to a log file. When the file reaches the maximum size specified in Diagnostics tab, the Attendant Console automatically erases the file and starts over. If several log files are maintained, the oldest will be erased and a new one started. • System Information: Indicates the Attendant Console system information.
Getting Started o Save Log Files: The Console automatically compresses the log files. To save the log files: 1. Click Save Log Files. The following screen appears. 2. Click Browse and specify the new filename and location. The filename letter (‘A’) will change based on the existing log files in the “log” directory. For example, if ConsoleLogA’.zip already exists in “log,” then the new file name will be ConsoleLogB.zip.
Using Attendant Console Using Attendant Console The Attendant Console program allows you to use your PC to quickly handle a large number of calls, as well as use all of the features available through your keyset. It has the flexibility to accommodate several user styles. If you prefer to use the mouse, there are point-and-click options for most tasks. Or, if you like to use the keyboard, you can use the function keys and/or other keystroke combinations.
Using Attendant Console Call List The Call List, shown below, shows all calls currently connected, ringing, or on hold. A connected call will have a bullet in front of the name to make it easier to find in the list. You can view and select calls in any order. Call information is shown in columns. • From Name: For an outside call, this shows any Caller ID text, if received, or the Tag text that you have entered. For an intercom call, it shows the calling station's description.
Using Attendant Console Drop-Down Menus There are drop-down menus on the main screen for access to various features. Several of these menus can be accessed by selecting the right mouse button. These functions are also available through keyboard commands or shortcut buttons (see page 42). Many of the keyboard alternates are listed to the right of the desired option on the menu.
Using Attendant Console To import a data file: NOTE In order to import a data file successfully, the version of the Console and the importing file must be the same. 1. Click Browse and select a data file (*.czp) you wish to import. The username that was used when the file was created will be displayed in the edit box. You may change the username for whom the settings are being imported for, or leave it as shown in the “Enter a username” edit box. 2.
Using Attendant Console 3. The next dialog, shown below, asks you if you would like to go to the folder where the data file is saved. Click Open Folder to open the folder or Close to exit. Night Mode The Attendant Console provides programmable night mode enabling and disabling. The Night Mode dialog in the Console drop-down menu expands into four items: • On: Turns on night mode. • Off: Turns off night mode. • View: Displays the Night Mode Status dialog box, as shown below.
Using Attendant Console System Refresh The Attendant Console receives data from the telephone system for page zones, directory entries, and feature codes. While the Attendant Console is running, it is able to recognize changes in the database and update its own database. However, when the Attendant Console is not running, changes may be made to the telephone system in which case the Console database and telephone system may be out of sync.
Using Attendant Console Coomand Menu Toobar Description Ref. Page Answer Answers the call highlighted in the Call List portion of the main screen. 59 Hang-up Disconnects the connected call. 60 Immediate Transfer Sends the selected call directly to the selected directory entry, without an announcement. 60 Announced Transfer Places the connected call on transfer hold, and makes an announcement call to the selected directory entry so that you can announce the transfer.
Using Attendant Console Coomand Menu Toobar Ref. Page Description -- Adjusts the volume level on your phone. 38 -- Allows you to change the appearance of the directory list. 48 Directory Drop-Down Menu When you select the Directory drop-down menu, the following screen appears. The options on this menu are also available by right clicking over the Directory List. Some options are available as buttons at the bottom of the Directory List.
Using Attendant Console Directory List Directory information is provided by the telephone system (except custom entries). You can update your directory by performing a system refresh, as described in “Performing a System Refresh” on page 9. The Directory List shows the device type graphically and displays the extension or phone number in the Number column along with their respective last and first names, status, and locations, as shown below.
Using Attendant Console • Number or Name: You can search for a specific station by simply typing text or digits in the Number or Name box, shown below, in the Directory. The Attendant Console attempts to match characters with the data in the “Last” or “First” column and numeric characters with the data in the “Number” column. It then selects the station with the best match. Using the following extension example.
Using Attendant Console The possible status pictures are as follows. Picture Description Idle telephone Idle telephone in do-not-disturb Idle telephone that is forwarded Busy telephone Busy telephone in do-not-disturb Busy telephone that is forwarded Ringing telephone Ringing telephone in do-not-disturb Ringing telephone that is forwarded The question mark is a custom entry that the Attendant Console cannot identify.
Using Attendant Console Set DND You can place any station in the directory in do-not-disturb mode. 1. Highlight the desired entry in the Directory. 2. Click Set DND. The screen, shown on the right, appears. 3. The drop-down list box contains the list of programmed do-not-disturb messages for your telephone system. Select the desired message by scrolling through the list. 4. If desired, enter text in the Custom Text edit box. 5. Click OK.
Using Attendant Console To display a hidden entry in the Directory: 1. Select Hidden Entries in the Tools drop-down menu. 2. Check Show hidden entries only to view all the hidden entries. 3. Highlight the entry in the Hidden Directory Entries list. • To select all entries, press CTRL+A. • To select all but a few entries, press CTRL+A to select all and then, while holding down CTRL and using the mouse, click to unhighlight those entries that are to remain hidden. 4. Select Unhide.
Using Attendant Console Properties This option allows you to change the properties of a directory entry. Some fields are only programmable by System Administrators. If you are not an Administrator, those fields will be grayed out. To program the directory entry properties: 1. Do one of the following: • Highlight the desired entry in the Directory list and right click on the mouse and then select Properties. • Select Properties from the Directory drop-down menu. 2.
Using Attendant Console NOTE Only a System Administrator who can provide a valid database programming password can program the first name, last name, extension, username, attendant, and administrator flag. If you are not an Administrator, these fields will be grayed out. If you made changes to the system entry, click OK. You are then prompted to enter the database programming password, as shown below. NOTE Without a valid password, an Administrator will not be able to change the system entry.
Using Attendant Console Sample Properties for Trunk Groups and Voice Mails Sample Properties for Speed-Dial Bins Volume Drop-Down Menu When you select the Volume drop-down menu, the following screen appears. You can adjust the volume and set the microphone mute from the Attendant Console. Instead of placing a call on hold, you can mute your handset or speakerphone microphone, so that the calling party does not hear you.
Using Attendant Console Muting the Microphone To mute or unmute the microphone: Do one of the following: • Select Mute from the Volume drop-down menu. • Press CTRL+U. NOTE When mute is on, the option has a check, and the MUTE status bar lits. Shortcuts Drop-Down Menu When you select the Shortcuts drop-down menu, the screen, as shown below, appears. This menu allows you to access to the features assigned to shortcut buttons 1-10. You can customize your Attendant Console with up to 40 shortcut buttons.
Using Attendant Console At default, the following shortcuts are available. 2. Shortcut Button Shutcut Key Immediate Transfer CTRL+1 Transfers a call without an announcement. Annc. Transfer CTRL+2 Transfers a call with an announcement. Dial # CTRL+3 Dials a pound (#). Reverse Transfer CTRL+4 Reverse transfers a call from the extension entered in the Directory. At Lunch CTRL+5 Enters the “Out to Lunch” do-not-disturb message. Gone Home CTRL+6 Enters the “Gone Home” do-not-disturb message.
Using Attendant Console To program shortcuts: 1. Either select Setup Shortcuts from the Shortcuts drop-down menu or Setup by right clicking on a shortcut button and launching the wizard from the context menu. The screen, shown below, appears. NOTE 2. If you prefer not to show the Welcome page again, check Do not show this Welcome page again. To continue, click Next. NOTE 3. To display the shortcut panels on the Attendant Console screen, select Shortcut Panel 1-4 in the View drop-down menu.
Using Attendant Console Tree Function Keys (F2-F12) Default Setting F2: Outside Numbers F3: F4: Split F5: F6: Cancel Transfer F7: Transfer to Voice Mail F8: Complete Transfer F9: Answer F10: Hold F11: F12: Hang-up Keypad Keys (/*-+) keypad /: Immediate Transfer keypad *: Split keypad -: Cancel Transfer keypad +: Complete Transfer Button Panel 1 Button 1: Imm. Transfer Button 2: Annc.
Using Attendant Console 6. Select actions you want the shortcut to perform. When you select an action from the All Actions list, a brief description of the action appears under the list. To add an action: Select the desired action from the All Actions list and click Add->. The action moves to the Shortcut Actions list. NOTE You can include up to five actions in one shortcut. When five actions are reached, the Add button becomes disabled (grayed out).
Using Attendant Console 9. This screen provides you a summary of the shortcut that you just setup and then give you two choices. • Exit the shortcut setup wizard: Closes the wizard and returns to normal Attendant Console operation. • Setup another shortcut: Takes you back to the first step. The Finish button changes to the Next button. 10. Page 44 After selecting one of the above selections, click Finish to complete the programming or Cancel to finish it without changing.
Using Attendant Console View Drop-Down Menu When you select the View drop-down menu, the following screen appears. The options in this menu determine which elements are included in the main Attendant Console screen. Toolbars You can select toolbars, shown below, to be displayed on the main screen. You can change their position using the Customize Toolbar menu. You can click buttons to perform various call handling tasks, adjust volume, and access Help.
Using Attendant Console To change the order of the button(s): Highlight the button to be moved in the Current toolbar buttons list box, and then click Move Up or Move Down. To remove a toolbar: Highlight the button to be removed in the Current toolbar buttons list box, and then click <-Remove. To remove text labels from the toolbar: Select No text labels from the Text Options drop-down list box. To show text labels in the toolbar: Select Show text labels from the Text Options drop-down list box.
Using Attendant Console Status Button Description LINK When all OAI connections are up, the LINK button is grayed put. This status indicates that the Console is connected to an OAI Server. If one or more connections are down, the status area turns yellow. You can double-click the link status area to display the connection status (see page 20), or right click to display a menu that will bring up the connection status. NGT:OFF When all nodes are in day mode, the night mode area displays “NGT:OFF.
Using Attendant Console Directory When you select Directory from the View drop-down menu, the following screen appears. The options in this menu determine how the directory list will appear in the main screen. The following options are available: • Details: Displays last and first names, extension numbers, location, and status in small fonts. This is the default mode. • Large Icons: Displays large icons with last/first names and extension numbers. The status, such as DND and FWD, are visible as icons.
Using Attendant Console Shortcut Panels 1-4 The shortcut panels display up to 40 customized shortcut buttons on the Console main screen. The panels can be “docked” on the left or right of the screen or “floated” anywhere on the screen. Each shortcut panel contains 10 shortcut buttons. To customize a shortcut button, see page 39. To display the shortcut panels in the Main Console screen: Select the desired shortcut panel(s) from the View drop-down menu.
Using Attendant Console To add a custom entry: 1. Click Add Entry from the Custom Directory dialog or select Add To Directory from the Call Handling drop-down menu. The window, shown below, appears. 2. Type the name and number. The field can contain digits (0-9), pound (#), asterisk (*), hyphen (-), comma (,), pause (P), flash (F), explanation (!), and parenthesis ( ) symbols.
Using Attendant Console Group Setup When you select Group Setup from the Tools drop-down menu, the following screen appears. This screen allows you to create new group(s) for the Directory. You can use groups to control the displayed extension list in the Directory for easy access. In the default Attendant Console database, there are three groups: Inside Numbers, Outside Numbers, and Everyone. These default groups cannot be modified.
Using Attendant Console To change group properties: 1. Select the group that you want to change from the scroll box. 2. Click Edit. The screen, shown on the right, appears. 3. Edit the information as needed and click OK. To delete a group: 1. Select the group that you want to delete from the scroll box. 2. Click Delete. Hidden Entries When you select Hidden Entries from the Tools drop-down menu, the following screen appears. To view all entries: Check Show all entries.
Using Attendant Console Call Log When you select Call Log (or press CTRL+L) from the Tools drop-down menu, the following screen appears. This screen provides you with a record of the called name, number, type, date, call start time, and call elapsed time, direction (incoming or outgoing), and if the call was answered or not. NOTE The direction is relative to the operator’s phone, not the telephone system.
Using Attendant Console Statistics When you select Statistics from the Tools drop-down menu, the following screen appears. Call handling statistics are tracked by the Attendant Console. You can also view cumulative statistics by opening the archive files that are stored in the Attendant Console/Stats directory. • Statistics: Statistics shown include: o Calls that Rang in: Shows the number of incoming IC and CO calls.
Using Attendant Console o Average Recall Time: Shows the average time IC and CO calls spent recalling. o Average Hold Time: Shows the average time IC and CO calls were on individual hold, not including time that they are recalling from hold. o Total Talk Time: Shows the total time the Attendant Console was connected to both IC and CO calls.
Using Attendant Console Dial Pad When you select Dial Pad (or press CTRL+D) from the Tools drop-down menu, the following screen appears. This allows you to use dial pad on the screen. The dial pad can float anywhere on the screen. Feature Codes When you select Feature Codes (or press CTRL+F) from the Tools drop-down menu, the screen, on the right, appears. You can select a feature code and execute it. This gives you access to station features that are not included on the main Attendant Console.
Using Attendant Console Messages When you select Messages (or press CTRL+M) from the Tools drop-down menu or press lit MSG status bar, the following screen appears. This dialog provides information on any messages that are waiting at your station. It tells you the source of the messages, time and date stamp, and the number of the messages. See page 65 for details on how to respond to a message.
Using Attendant Console Help Drop-Down Menu When you select Help from the Tools drop-down menu, the following menu appears. Select this menu for access to Attendant Console Help and information on the Attendant Console software. • Contents: Displays the contents of the help file. • Requirements: Displays Software and Hardware requirements. See page 3 for more details. • Troubleshooting: Displays troubleshooting information. • Send Feedback: Allows you to send comments to Mitel.
Using Attendant Console Handling Calls Placing Calls To place a call: 1. Select Number or Name in the Directory and begin typing the name or the telephone number you wish to dial. The Attendant Console searches the directory for the name or number as you type it, and displays a list of partial matches. To decrease the number of matches, continue to enter characters and narrow the search until you can see the name or number you want to select. NOTE 2.
Using Attendant Console Tagging Calls You can specify a name for an outside call with the tagging feature. A record of the call will be stored in your Call Log with the new information. The new name will stay with the call if it moves to other stations in the telephone system. To tag calls: Highlight the call in the Call List, and then do one of the following: • Press CTRL+T. • Click Tag Call from the Toolbar. • Select Tag from the Call Handling drop-down menu.
Using Attendant Console Announced Transfer To place a call to the destination so you can announce the transfer 1. Do one of the following: • Press CTRL+2 • Click Annc Trans from the Toolbar • Select Announced Transfer from the Call Handling drop-down menu. 2. Complete transfer. NOTE This method overrides any of the default transfers: the Default Transfer Type, the Hunt Group/Voice Mail immediate transfer options, and the Transfer Type options (see pages 12 and 36 respectively).
Using Attendant Console To place the call on hold at the destination station: Do one of the following: • Click Comp.Hold from the Toolbar. • Select Complete To Hold from the Call Handling drop-down menu (if you have “Hold” To Complete Transfer Hold enabled, press Hold or F10). Transferring a Call without Hot Dialing To transfer a call without Hot Dialing: 1. Select or enter the destination number in the Name or Number box. 2.
Using Attendant Console Putting Calls on Hold • Individual Hold: Putting a call on Individual Hold makes it available only at your station. To place a call on Individual Hold: Do one of the following: o Click Hold from the Toolbar. o Select Individual Hold from the Call Handling drop-down menu. o Press the Hold function key (defaults to F10). To return to the call on Individual Hold: Do one of the following: o Click Answer from the Toolbar. o Press the Answer function key (defaults to F9).
Using Attendant Console 3. Drag and drop the highlighted call onto the Conference Setup dialog. The Attendant Console copies the call into the Conference Setup list NOTE 4. The call still appears in the Call List. If one of the calls is on hold or not connected, the Begin button will be grayed out. Repeat steps 1 and 2 for all calls to be included in the conference.
Using Attendant Console Responding to a Message If you have waiting messages, the message indicator on the status bar is highlighted green, as shown below. When you double-click MSG, the following screen appears. Each message is identified with the source of the message, time and date stamp, and the number of the messages from the messaging station. NOTE If a station-to-station message is left more than once between the same two extension numbers, the message count will only display “1.
Using Attendant Console Dialing a Feature Code To dial a feature code while you are connected to a call: 1. Press ALT+SHIFT+1 to dial SPCL. 2. Do one of the following: • Dial the digit(s) by pressing the buttons on the Attendant Console Dial Pad. To display the Dial Pad, select Dial Pad from the Tools pull-down menu (or press CTRL+D). • Press and hold ALT while typing the number you want to dial (i.e., 385 for the Record A Call feature) in the Number or Name text box.
Using Attendant Console Programming Station Information You can program station information and DND and Reminder messages for individual stations in the Database Programming option in the Tools drop-down menu. NOTE Only Administrators can access the Database Programming option. The option will be grayed out on the menu for all other user. To begin programming: 1. Select Database Programming from the Console drop-down menu. The following screen appears. 2. Click Yes to continue.
Using Attendant Console To change the password: Select Change Password from the Programmer drop-down menu in the System Programmer dialog. The following screen appears. Enter the current password, if any, in the Old Password text box. Then enter the new password twice: once in the New Password text box and once in the Confirm New Password text box. These two entries must match exactly. If they do not you will see an error message and the password will remain unchanged.
Using Attendant Console To sort and move columns: Station information can be sorted in ascending order by column by selecting on that column’s header. You may also rearrange the columns by simply dragging column headers to the desired position. To search: You can search for a specific station by simply typing in text. The Attendant Console Programmer attempts to match characters with the data in the “Description” column and numeric characters with the data in the “Extension” column.
Using Attendant Console If the extension number you entered does not belong to an attendant station, you will see an error message that tells you that it is an invalid extension. To clear the error message click OK. The attendant extension returns to its previous setting and you can enter a new number. • Administrator Stations: You can program a keyset station to be an Administrator station, or you can remove its Administrator status. (You cannot program this for your own station or a single-line station.
Using Attendant Console b. The dialog contains only the devices that the Console can swap with (i.e., you cannot swap a keyset with a single line). c. Highlight the station you would like to swap with and click OK. • Toll Restrictions: You can determine the toll restriction classes of service assigned to each station. To program toll restrictions: a. Scroll through the extension number list to locate the station you want to program. b. Click Toll Restrictions to view the following screen. c.
Using Attendant Console d. Move the desired toll restrictions from the Exclude Toll Restriction list to the Include Toll Restriction list, as follows: o Highlight a toll restriction in the Exclude list and click Add-> to move it to the Include list. o Highlight a toll restriction in the Include list and click <-Remove to move it to the Exclude list. o Click Add All-> to move all restrictions to the Include list. o Click <-Remove All to move all restrictions to the Exclude list. e.
Using Attendant Console To change a message: NOTE Each node has its own list of DND or Reminder messages that can be used only on that node. Changing messages in the Console Database Programming will override any existing messages in a network. 1. Highlight the desired message, as shown above, and click Edit DND or Edit Reminder below the list. The following screen appears: 2. Enter the new message in the text box. Click OK to save your changes and exit to the previous screen.
Using Attendant Console Administrator Database Programming Planning Sheets ADMINISTRATOR DATABASE PROGRAMMING PASSWORD: ___________________________ STATION PROGRAMMING: For each station to be programmed, record the following information: Description: Username: Extension Number: This station's attendant: Administrator station? Yes or No Toll restriction classes of service: CHANGING STATION EXTENSION NUMBERS: Old Extension Number Page 74 New Extension Number Mitel® Attendant Console User Guide – Issue 3
Using Attendant Console DO-NOT-DISTURB MESSAGES: Default Message New Primary Lang. Message New Secondary Lang.
Using Attendant Console REMINDER MESSAGES: New Primary Lang. Message Default Message New Secondary Lang.
Troubleshooting Troubleshooting This chapter contains troubleshooting information for the Attendant Console that is used with the Axxess Converged Communications Platform and the 5000 CP. It includes a discussion of error messages and answers to commonly asked questions about Attendant Console operation. If you cannot locate the troubleshooting information you need in this chapter, call your Mitel dealer for additional assistance.
Troubleshooting Q: CAN I USE MORE THAN ONE CONSOLE ON A NODE? A: As stated above, each Console application requires its own connection to an OAI Server (Call Processing Card (CPC), CP Server, or Switch Transceiver for the Axxess system, and a CS-5200/5400/5600 for the 5000 CP, as described above), because there are limitations to the number of System Level II OAI applications. For example, in an Axxess system, one Console can communicate with one Switch Transceiver (OAI Server).
Troubleshooting Q: Q: WHAT KIND OF LICENSING DO I NEED FOR THE CONSOLE? WHY? A: You must have System OAI Events and System OAI Third Party Call Control Software Features enabled on all nodes or you must have the Software Features Licensing for the 5000 CP. By using System Level OAI, the application becomes much more interactive.
Troubleshooting Error Messages Connection Errors The Attendant Console connects to the telephone system via a System OAI Server. When the attempt to connect fails, the system provides short error messages in the start-up window. The Attendant Console will automatically retry the connection every 15 seconds. You can override this default by selecting the Retry Now button from the start-up window. The help button will give more detailed information for each error message.
Troubleshooting Error/Warning Waiting for response from telephone system Problem Fix In an Axxess system, the Axel Office Server unable to communicate with telephone system Verify the hardware cables between the Axel Office Server and the Axxess system are properly attached. Verify the system is using the proper serial cable (part number 813.1682) and modular adapter (part number 804.2545). These parts are available in the System OAI PC Connection Kit (part number 828.
Troubleshooting Error/Warning Connection Timed Out Problem Fix Attendant Console could not initiate a connection to the OAI Server because the OAI Server computer never responded. Verify if the IP address of the OAI Server is correct. To do so, select Options from the Console drop-down menu. On the Connection tab, select the OAI Server and click Edit. If the OAI Server is a CT Gateway, the IP address must match the IP address in the CT Gateway Application Settings dialog.
Troubleshooting Error/Warning Problem Network is Unreachable The Attendant Console cannot communicate with the OAI Server computer. Fix Verify the OAI Server IP address. To do so, select Options from the Console drop-down menu. On the Connection tab, select the OAI Server and click Edit. If the OAI Server computer is running and the Attendant Console knows the correct IP address, contact your Network Administrator.
Troubleshooting Error/Warning Software Caused Connection Abort Problem Fix This is usually a network Try the software again. If the software is still not working, error. contact your Network Administrator. Ping the remote OAI Server. If it does not respond, it may be offline or there may be a network problem. If it does respond, then try reconnecting. If the Attendant Console still doesn’t work, the OAI Server may have terminated.Ping the router address.
Troubleshooting Error/Warning Cannot Communicate with Telephone System Node Problem Fix Incorrect node number setting Select Options from the Console drop-down menu. On the Connection tab, verify the Attendant Station node matches the node of your telephone. If your telephone has a LCD display, you can determine the correct node by resetting your telephone. In an Axxess system, System OAI Switch Transceiver -- RS232 connection not operating properly.
Troubleshooting Error/Warning The OAI Server is unable to communicate with the telephone system (Continued) The OAI Server unexpectedly closed the connection Problem Fix In an Axxess system, the Axel Office Server's bit rate is configured incorrectly The bit rate configured in the Axel Office Server must match the bit rate of the telephone system CPU serial port. Ensure these bit rates match. Also, ensure Autobaud is disabled on the telephone system serial port.
Troubleshooting Q: WHY DON'T THE FUNCTION KEYS WORK LIKE THEY'RE DESCRIBED IN THE USER GUIDE? A: The function keys are programmable. Yours may have been reprogrammed to new settings. See page 42.
Troubleshooting Dialing a Feature Code or Digits while on a Call Q: HOW DO I DIAL DIGITS WHILE I AM ON A CALL? A: You can dial digit(s) using the ALT (alternate) key. See page 66 for more details on how to dial digit(s) or a feature code.
Troubleshooting Statistics Q: WHY DO MY STATISTICS SHOW MORE CALLS HANDLED THAN CALLS RANG IN? A: This is because “handled” calls count calls originated by the user. Every time an IC or CO call leaves the operator, it was handled, unless it was on hold, was ringing, or was a transfer announcement call. When a conference is made each call in the conference is counted as handled and the conference call is treated as a new call. Calls that automatically forward are not counted as handled.
Index Index Index Conference button 63 A Conference call adding a call ii Action bar 23 Conference Calls 63, 87 adding a call 64 Adding a call to the conference 64 Adjusting the volume 38 Administrator features night mode i setting time and date i troubleshooting 87 Conference tab ii Connected Call conferencing 63, 64 Connected call conferencing ii system alarms i Administrator database programming planning sheets 74 Administrator stations 34, 70 Alarms see also Major alarms and Minor alarms Announ
Index Directory tab 23 Set DND button 34 Handsfree speakerphone 59 Hang Up button 60 Disconnecting calls 60 Hanging up 60 Display bar 23 Hardware requirements 3 troubleshooting 88 DND/Reminder tab 72 Has mailbox 36 Headset 4, 59 Do-not-disturb connect tone 4 messages 34 Help drop-down menu 58 setting other stations 34 Help menu 25 Download telephone system data 9 Hidden entries 52 Drag and drop Hide entry 34 conference calls 63 Hold 63 Drop-down menus 23, 25 individual 63 system 63 E
Index Messages 46, 57, 64 R cancelling 65 inter-station 74 leaving 64 number of 65 removing from list 65 Minor alarms i Monitor 3 Refresh 9 Related documentation 1 Responding to a message 65 Restore program when call rings troubleshooting 86 Ringing calls 59 MSG 46, 65 Run button 39 Multi-party conference 63 MUTE 46 S Muting the microphone 39 troubleshooting 77, 87, 89 Muting your phone microphone 87 Screen pop 86 Screen will not pop-up 86 Searching 69 N Set DND 34 Set DND button 34 Network Set
Index T V Tagging calls 60 VGA 3 TCP/IP connections 5 Video card 3 Telephone system 3 View drop-down menu 45 data 9 View menu 25 network 4 Time differences 88 shortcut panels 39 Voice mail Time display group lists i network i Toll restrictions 71 Toolbars 45 Tools drop-down menu 49 Transfer tab 12 mailbox maintenance i Volume 87 Volume bar 23 Volume drop-down menu 38 Volume menu 25 Transfer type 36 Transferring a call with hot dialing 61 W without hot dialing 62 Transferring calls 60 Tran
Part No. 835.2270 Issue 3.
