Comdial Dxp Plus Instructions Manual
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Contents 1.œIntroducing PC Attendant............ 1 1.1 Using This Guide.....................1 1.2 Getting Started......................2 1.3 On-Line Help.......................4 1.4 Knowing Your PC Attendant Keyboard.........6 2.œHandling Calls................... 9 2.1 The Intercom Window..................9 2.2 The Current Call Window................ 14 2.3 The Pending Calls Window............... 14 2.4 Line Access Window.................. 16 2.5 Answering And Directing Calls............. 18 2.6 Making Calls...................... 24 2.7 Using The Pull-Down Menus.............. 26 2.8 Setting The System Parameters............. 30 3.œUsing The Specialized Features........ 45 3.1BothFeature....................... 45 3.2 Headset......................... 45 3.3 ID ............................ 46 3.4 Intercom......................... 46 3.5 Message......................... 47 3.6 Mute........................... 52 3.7 Overflow........................ 54 3.8 Page........................... 54 3.9 Pick........................... 56 3.10 Serial.......................... 56 3.11 Silent.......................... 57 3.12 Split........................... 57 3.13 Alternate......................... 58 3.14 Directory........................ 60 3.15 Night.......................... 62 PC Attendants Console Users Guide GCA 70-230 Contents - iii
3.16 PC Settings (Screen Saver)............... 63 3.17 SOHVA......................... 64 3.18 Speed Dialing...................... 65 4.œTroubleshooting Guide............. 67 4.1 Operation Interruptions................. 67 5.œGlossary..................... 69 6.œIndex....................... 73 GCA 70-230 PC Attendants Console Users Guide iv - Contents
Introducing PC Attendant 1.1 Using This Guide To help you use yourTotal ControlPC Attendant console to its fullest capabilities, we have written a comprehensive user’s guide to tell you how the PC Attendant handles calls and how to use the system’s many features effectively. Chapter One,Introducing PC Attendant, helps you become familiar with the system’s basic features and start-up requirements. Chapters Two and Three are designed to introduce you to the PC Attendant’s call-handling features and programming options. Chapter Two,Handling Calls, deals with the general use of the PC Attendant—making calls, setting the parameters. Chapter Three,Using The Specialized Features, focuses on the specific features of the PC Attendant—Message, or Split, for example. We have explained and, when needed, cross–referenced every feature—from answering an incoming call to programming system speed-dials. We suggest, however, that you become familiar with the basics of answering, directing, and making calls before you begin setting system parameters or using the system’s more powerful call-handling features. For your convenience, we have included the following: —a troubleshooting guide, —a glossary of general telephone and operating system terms, —an index. 1 PC Attendants Console Users Guide GCA 70-230 Introducing PC Attendant1
1.2 Getting Started The Total Control PC Attendant comprises a state-of-the-art software program installed on a personal computer (PC). This combination provides total control of the operations used to visually supervise and manage your DXP Communications System. The software allows you to administer all functions of the DXP system from one-stroke key features and from a series of pull-down menus containing easy-to-understand features. 1.2.1 Software Your PC Attendant console has the software pre-installed on the hard drive. When you start your computer, PC Attendant is automatically loaded by the autoexec.bat file. If you exit to DOS and want to restart PC Attendant, there are three things you may do: 1. typePCATTNat the DOS prompt, 2. simultaneously press the CTRL, ALT, and DELETE buttons to reboot the system, 3. press the reset button to reboot the system. The default number of lines displayed on the PC Attendant screen is 25. You may change the display from 25 lines to either 43 or 50 lines. To change the number of lines displayed, typepcattn -43orpcattn -50at the DOS prompt. NOTE: When the PC Attendant functions are transferred to an alternate attendant for an extended period of time or for the night transfer mode, it is a good idea to turn off the screen with the on/off monitor switch to prolong the life of your monitor. If you are going to be away from the console intermittently, you can activate the PC Attendant’s screen saver to prevent screen image “burn.” (See “PC Settings” in chapter 3, Using The Specialized Features.) DO NOT turn off the computer; doing so will disable all PC Attendant functions and require you to reboot the PC Attendant console. GCA 70-230 PC Attendants Console Users Guide 2Introducing PC Attendant
1.2.2 Moving The Cursor With The Arrow Keys Your PC Attendant console is equipped with four arrow keys (up, down, right, and left), located between the main letter keys and the number keypad. Use these arrow keys to move the cursor around within a window or across the pull-down menu bar (activated by pressing the Escape key) and within the pull-down menus in order to highlight selections or features to be activated. 1.2.3 Moving The Cursor With The Mouse Your equipment may accommodate a mouse (not supplied), which you can use to position the cursor to highlight or select a feature. When using the mouse to make screen selections, simply position the mouse cursor (a colored or contrasting block that highlights a number, word, or feature on the screen) to the desired selection and “click” the left mouse button to activate the selection. Use the mouse to activate any of the pull-down menus from the menu bar appearing at the top of the main screen Intercom window: simply position the cursor on the title of the menu you’d like to access and click the left mouse button. Additionally, you can click outside any of the pull-down menus or pop-up windows to return to the main screen. You may also use the mouse to initiate intercom calls quickly. In the Intercom window, a double click on an intercom number will cause you to dial that station (also known as a direct station select [DSS] call). Functionally, the right mouse button is identical to theReleasekey, so you may use the button to disconnect a current call from the PC Attendant station or to complete a function such as a transfer or unattended conference (described in Chapter Two). Total Control PC Attendant EscHelp Mu teHeadsetI.D. Sp lit ParkBothRetrie ve TrackerSe rial Co nfOverflowPage LineTA P Intercom NJI * 8 BHU & 7 VGY ^ 6 CFT % 5 XDR $ 4 ZSE # 3 AW @ 2 Q ! 1 Silent MKO ( 9 : : + = ? / _ - PickMessagePrint ScreenPaus e Scroll Lock Page Down Page Up Home Insert Delete EndHold A n s w e r Num Lock #* SysReq Volume DownVolume Up Ct rlSh if t Ta b Sh if t Ca ps Loc k Enter Backspace Ct rl Alt Alt Break QZ GHI PRS OPERATOR ABC JKL TUVDEF MNO WXY TransferR e l e a s e Num Caps Scroll Lock LockLock 1 4 7 02 5 83 6 9Next Sc reen 2nd Func tion sPUSHPOWERON ON OFF OFF CONT BRIGHT COMDIAL * cover1.cdr PC Attendants Console Users Guide GCA 70-230 Introducing PC Attendant3
1.3 On-line Help The PC Attendant provides you with help whenever you need it. When you invoke the Help command, the information the system provides is pertinent to the function with which you are currently working or the window in which the cursor is positioned. ·To Access A Help Screen, 1. press theHelpbutton on your keyboard. After a short pause, a screen containing information about a particular function will appear. Highlighted words or phrases represent cross-referenced features related to the feature for which you originally requested help. To display the Help screen associated with a highlighted feature on a current Help screen, 2. use the arrow buttons or the mouse to move the cursor to select that highlighted word or phrase, pressEnter. ·To Return To A Previous Help Screen, pressBackspace. ·To Exit The Help Screens, pressEsc. This will return you to the main screen. Included on every Help screen is a highlighted Help Index option that, when selected, will display a menu of all available Help screens. ·To View The Help Index Menu, 1. pressHelp(if you have not already activated a Help screen), 2. use the arrow buttons or the mouse to select the Help Index option, 3. pressEnter. (The Help Index screen will display after a short pause.) GCA 70-230 PC Attendants Console Users Guide 4Introducing PC Attendant
EscHelp MuteHeadsetI.D. Split ParkBothRetrieveSerial ConfOverflowPage LineTAP Intercom NJI * 8 BHU & 7 VGY ^ 6 CFT % 5 XDR $ 4 ZSE # 3 AW @ 2 Q ! 1 Silent MKO ( 9 : : + = ? / _ - PickMessagePrint ScreenPause Scroll Lock Page Down Page Up Home Insert Delete EndHold A n s w e r Num Lock #* SysReq Volume DownVolume Up CtrlShift Ta b Shift Caps Lock Enter Backspace Ctrl AltAlt Break QZ GHI PRSABC JKL TUVDEF MNO WXY Transfer R e l e a s e Num Caps Scroll Lock LockLock 1 4 7 02 5 83 6 9Next Screen 2nd Function Pull Down Menus Help key Escape key Next Screen keyArrow keys Backspace key Enter key The help system of the Total Control PC Attendant is a series of cross- indexed screens which provide information for the currently active window. Each help screen provides access to this index, which in turn gives access to the entire help screen. Intercom Window Current Call Call OptionsPending Calls Status Indicators Keyboard Handset/Headset : move cursor ENTER: selectBACKSPACE: previous help page ESC: exit Total Control Help Index * OPERATOR HELPINDX Tracker PC Attendants Console Users Guide GCA 70-230 Introducing PC Attendant5
1.4 Knowing Your PC Attendant Keyboard TheTotal Controlkeyboard is equipped with one-touch function keys for executing most system features. The keyboard diagram on the opposite page identifies the keys; the following list defines their different functions. See the chapters titledUsing The PC Attendant’s Other FeaturesandUsing The PC Attendant To Answer, Direct, And Make Callsfor instructions on how to use these keys to carry out PC Attendant functions. Answer:answers currently ringing (priority) call. Arrow Keys:move cursor. Backspace:causes previous help screen to be displayed. Also used as a true backspace key during text entry. Both:establishes a conference between the PC Attendant, the current call, and the last call put on hold. Activated by pressing the Shift/2nd Function key and the Split key simultaneously. Conference:allows attendant to establish a conference call for up to 5 parties on the DXP or up to 7 parties on the DXPPlus. Delete:allows attendant to delete numbers from the Intercom window. Also used to delete Directory entries and to delete characters during text input. End:moves cursor to the end of current window. Enter:executes or initiates selected functions. Escape:returns the PC Attendant to a main screen from a Help screen; allows attendant to move the cursor from the main screen to the pull-down menu bar (and vice versa). Headset:allows attendant to alternate between handset and headset modes. When headset is activated, handset remains active for listening only. Help:activates context-sensitive Help screens. Hold:places current call on hold. Home:moves cursor to beginning of current window. I. D. :allows you to enter a short tag or identification (up to 14 characters) to a current call in order to identify the call if it returns to the PC Attendant as a hold recall, transfer recall, park recall, etc. Intercom:allows attendant to make calls to any extension within the system. Insert:allows attendant to add extension numbers to Intercom window. Also used to add Directory entries and to insert characters during text entry. In some modes, pressing the Insert key will alternate between insert and typeover functions during typing. The cursor will change height—short for typeover and tall for insert. Line:allows attendant to make an outgoing (outside) call using a DXP Line Group. Message:activates a message-waiting light at a station; activates the Take A Message window for text messaging. Overflow:directs incoming calls to an overflow attendant during peak activity. Calls will ring at both stations simultaneously. Page:allows attendant to choose a zone in which a paging announcement will occur. After zone is activated, announcement can be made. Park:activates the Park Orbit window, allowing you to place a call in one of nine park orbits. Pick:performs a directed call pick up of a call ringing at another extension. Release:disconnects current call. Retrieve:retrieves a call from park orbit. Activated by pressingShift/2nd Functionkey andParkkey simultaneously. GCA 70-230 PC Attendants Console Users Guide 6Introducing PC Attendant
Serial:places a call in a series of transfers (to a maximum of three intercoms within the system). Shift/2nd Function:accesses a key’s secondary function (e.g. Retrieve is the secondary function on the Park key) when held down during key selection. Split:allows attendant to alternate between the current call and the last call that was placed on hold. When one of the calls is activated, the other is automatically placed on hold. Silent:silences currently ringing call. Tab/Next Screen:moves cursor to next screen or window. Tap:retrieves the last call placed on hold, transferred, or parked in orbit. Tracker:used to page someone using Comdial’s Tracker on-site paging sysem (optional). Transfer:transfers current call to another station. Volume (Up/Down):controls volume of ringer, handset, and headset (used in conjunction with the “Set Volume” feature in the Options pull-down menu to set default volume levels). NOTE: Use keypad numbers on the far right of the keyboard for dialing numbers; use number keys above the letter keys to enter numbers during programming modes (such as setting the time and date, entering speed dial numbers, etc.) EscHelp MuteHeadsetI.D. Split ParkBothRetrieve TrackerSerialConfOverflowPage LineTA P Intercom NJI * 8 BHU & 7 VGY ^ 6 CFT % 5 XDR $ 4 ZSE # 3 AW @ 2 Q ! 1 Silent MKO ( 9 : : + = ? / _ - PickMessagePrint ScreenPause Scroll Lock Page Down Page Up Home Insert Delete EndHold A n s w e r Num Lock #* SysReq Volume DownVolume Up CtrlShift Ta b Shift Caps Lock Enter Backspace Ctrl AltAlt Break QZ GHI PRS OPERATORABC JKL TUVDEF MNO WXY Transfer R e l e a s e Num Caps Scroll Lock LockLock 1 4 7 02 5 83 6 9Next Screen 2nd Function Split / Both key I.D. key Overflow key Headset key Mute key Help key Escape keySerial key Conference key Page key / Tracker key Pick key Park / Retrieve key Message key Backspace key Silent key Next Screen key Line key TA P k e y Intercom key Enter key 2nd function key Volume control (lowers volume) Arrow keys Volume control (raises volume) Keypad includes: - Dialpad - Hold key -Answerkey - Release key - Transfer key Insert key Home key Number keys (for programming, NOT for dialing) * KEYBRD End Delete keybrd.cdr PC Attendants Console Users Guide GCA 70-230 Introducing PC Attendant7
Handling Calls 2.1 The Intercom Window The Intercom window displays the current status of 50 to 480 intercom numbers at one time. The optional name display mode will show the status of up to 100 intercom numbers that have been assigned names (see page 2 - 12). The names displayed correspond to the station names assigned during DXP programming and are downloaded to your system automatically during start-up; they do not reflect the names assigned by the PC Attendant in the Attendant’s Directory. It is a good idea to program the names in the Attendant’s Directory so that they match the DXP-programmed names. If you increase the number of lines displayed to 50 (see page 1 - 2), you can see all 480 intercom numbers on the screen. 2.1.1 Intercom Screen Attributes You can determine the status of any intercom simply by noticing how the intercom designation (either name or number) appears in the Intercom window. The following chart lists the screen attributes that pertain to both color and monochrome monitors. State Color Monitor Monochrome Monitor Idle White on Blue Regular Intensity Ringing Flashing White on Red Flashing Bar with Black Type Busy Black on Red Bar with Black Type Do Not Disturb Yellow on Blue High Intensity Message Waiting To: White on Green From: Red on GreenFlashing Regular Intensity More Info Light Blue on Blue Underline No Telephone Black on Blue Regular Intensity NOTE: Screen attributes may vary. See the Intercom window Help screen for your system’s current attribute settings. Also, if you are using a monochrome monitor, you may need to adjust the screen (using the contrast and brightness knobs on your monitor) to display the screen attributes correctly. 2 PC Attendants Console Users Guide GCA 70-230 Handling Calls9