Comdial Dxp Plus Instructions Manual
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2.1.2 Intercom Status If the screen attribute for an intercom indicates “More Info” (see table in section 2.1.1), you can go to the Intercom Status window for that intercom to determine if the station is forwarded, locked, or disabled. ·To determine the intercom status, 1. use the arrow keys or the mouse to move the cursor to the intercom designation (name or number) on the screen list, 2. press Enter or click the left mouse button. You will see a list of possible intercom status designations with Yes or No tags that tell you whether a feature is turned on or off for that particular extension. ·To return to the Intercom window, pressEsc. If your system has more than 160 extensions, you may need to view the higher-numbered extensions. To view these numbers at any time, use the arrow keys to move the cursor beyond the right edge of the window. ·To move the cursor to the highest-numbered intercom (which appears at the end of the intercom list), pressEnd. ·To move the cursor to the lowest-numbered intercom (which appears at the beginning of the intercom list), pressHome. ·To delete unassigned intercom numbers from your screen, 1. with the cursor in the Intercom window, pressDelete, 2. type the number that begins the range of numbers to be deleted, 3. pressEnter, 4. type the number that ends the range of numbers to be deleted, 5. pressEscto reconfigure your Intercom window. NOTE: If you need to add intercom numbers to your screen, follow the above procedure, but pressInsert instead ofDeleteto initiate the feature. GCA 70-230 PC Attendants Console Users Guide 10Handling Calls
2.1.3 Intercom Name/Number Selection The “ITCM Name/Number” selection on theOptionspull-down menu allows you to change how the system intercoms are displayed in the Intercom window—by name or by number. ·To activate theOptionspull-down menu from the Intercom window, 1. pressEsc, 2. use the arrow buttons or the mouse to position the cursor onOptions, —OR— press the letter “O,” 3. pressENTER. ·When theOptionsmenu appears, 1. move the cursor to select ITCM Name/Number, 2. pressEnter. 2.1.4 Changing A Station’s Class Of Service (COS) You can change a station’s COS value from the intercom status window. You might want to change a station’s COS in order to change a person’s toll restriction. This feature is protected by the station 10 system manager’s password. You must enter this password before the COS value change takes effect. The default password isS#746S. ·To assign a new COS to a station from the Intercom Status window, 1. use the arrow keys or the mouse to move the cursor to the intercom designation (name or number) that you want to change, 2. press ENTER or click the left mouse button. You will see a list of possible intercom status designations with Yes or No tags that tell you whether a feature is turned on or off for that particular extension, 3. press the up arrow key to move the cursor to the name field and then press the down arrow to move the cursor to the COS field, 4. enter the desired COS value, 5. press ENTER or click the left mouse button, 6. press ESCAPE to exit the intercom status window, 7. enter the station 10 system manager password when prompted. An incorrect password will cause an error message to be displayed. If you receive an error message, press any key to return to the password input prompt. PC Attendants Console Users Guide GCA 70-230 Handling Calls11
2.1.5 Changing A Station’s Name You can change a station’s name from the intercom status window. This feature is protected by the station 10 system manager’s password. You must enter this password before the name change takes effect. The default password isS#746S. ·To assign a new name to a station from the Intercom Status window, 1. use the arrow keys or the mouse to move the cursor to the intercom designation (name or number) that you want to change, 2. press ENTER or click the left mouse button. You will see a list of possible intercom status designations with Yes or No tags that tell you whether a feature is turned on or off for that particular extension, 3. press the up arrow key to move the cursor to the name field, 4. enter the new name, 5. press ENTER or click the left mouse button, 6. press ESCAPE to exit the intercom status window, 7. enter the station 10 system manager password when prompted. An incorrect password will cause an error message to be displayed. If you receive an error message, press any key to return to the password input prompt. GCA 70-230 PC Attendants Console Users Guide 12Handling Calls
EscHelp MuteHeadsetI.D. Split ParkBothRetrieveSerial ConfOverflowPage 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 OPERATOR ABC 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 Escape key Home key End key Arrow keysInsert key Delete key * 101 102 103 104 105 106 107 109 110111 113 114 115 116 117 118 119 120121 122 123 124 125 126 127 128 129 130131 132 133 134 135 136 137 138 139 140141 142 143 144 145 146 147 148 149 150151 152 153 154 156 157 158 159 160161 162 163 164 165 166 167 168 169 170171 172 173 174 175 176 177 178 179181 182 183 184 185 186 187 188 189 190191 192 193 194 195 196 197 198 199 200201 202 203 204 205 206 207 208 210211 212 213 214 215 216 217 218 219 220221 222 223 224 225 226 227 228 229 230231 232 233 234 235 236 237 238 239 240241 242 244 245 246 247 248 249 250251 252 253 254 255 256 257 258 259 260 Tue Feb 4 2:33 PM Line 3 RINGING ABC Inc., How may I help you?DescriptionStatus 1. WATS 1 2. Line 6 for Ms. Swartz 3. Line 8 for Mr. Bolden 4. Line 3 5. Ext. 243 Gay, J. 6. Ext. 155 Tutwiler, E. 7. Line 2 for Mr. Shifflett 8.HOLDING HOLDING* HOLDING RINGING RINGING RINGING PARK RCL 112 108 180 155 209 243 Current Call Pending Calls: 7 MUTE HEADSET OVERFLOW SILENT ALTERNATE NIGHT Speed-Dials Director y Options Programming Quit Parked Calls: 1 Intercom StatusExt. 101 Intercom type: PERSONAL Station in service: Text Messages Text Message keys Forwarded Do Not Disturb Message Waiting Station Locked Station DisabledYES 0 NO NO NO NO NO NO DSS MESSAGE CALL TRACK Pull Down Menu Bar Intercom Window Intercom Numbers Intercom Status Pop-up Window Current Call WindowPending Calls Window ITCMSTAT Tracker PC Attendants Console Users Guide GCA 70-230 Handling Calls13
2.2 The Current Call Window The Current Call window shows the status of the call currently in progress at the PC Attendant console. When you are on a call or are receiving a call, the Current Call window displays the following information: ·current call description and status (e.g. Line 1 Ringing), ·line greeting or intercom name, ·dialed digits or call in transfer, ·menu selectable options for the current call (such as Transfer, Park and Release). You may use these options instead of the keys for these features by positioning the cursor on the feature you desire (Transfer, for example) and pressingEnterto execute, ·number of text messages set for a station (when that station is on an intercom call). If there is no call in progress, the Current Call window displays the status of the call highlighted in the Pending Calls window (a call on hold, for example). If you move the cursor up or down in the Pending Calls window, the Current Call window changes to reflect the highlighted selection in the Pending Calls window. 2.3 The Pending Calls Window The Pending Calls window shows the status of up to eight calls that are either ringing, holding, recalling, or currently connected to the PC Attendant station. Additional calls will not display in the Pending Calls window until one of the first eight calls is serviced. The pending call count at the top of the window shows the total number of pending calls waiting to be serviced. When one or more calls are ringing at the PC Attendant station, a flashing arrow will appear to the right of the call that is audibly ringing (the highest- priority call). This is the call that will connect to the PC Attendant station when theAnswerkey is pressed. If you prefer to answer one of the other (lower-priority) calls ringing at your station, simply move the cursor in the Pending Calls window to highlight the call you want to answer and pressEnter. When one or more calls are holding at the PC Attendant station, an asterisk ( *) will be displayed next to the last call placed on hold. This is the call that will connect to the PC Attendant station when theTap key is pressed. If you prefer to answer another held call (one with no asterisk next to it), simply move the cursor in the Pending Calls window to highlight the held call you want to answer and pressEnter. GCA 70-230 PC Attendants Console Users Guide 14Handling Calls
EscHelp MuteHeadsetI.D. Split ParkBothRetrieve TrackerSerial ConfOverflowPage 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 OPERATOR ABC JKL TUVDEF MNO WXY Tr an sfe r R e l e a s e Num Caps Scroll Lock LockLock 1 4 7 02 5 83 6 9Next Screen 2nd Function Escape key Enter key Alternate keys * 101 102 103 104 105 106 107 109 110111 113 114 115 116 117 118 119 120121 122 123 124 125 126 127 128 129 130131 132 133 134 135 136 137 138 139 140141 142 143 144 145 146 147 148 149 150151 152 153 154 156 157 158 159 160161 162 163 164 165 166 167 168 169 170171 172 173 174 175 176 177 178 179181 182 183 184 185 186 187 188 189 190191 192 193 194 195 196 197 198 199 200201 202 203 204 205 206 207 208 210211 212 213 214 215 216 217 218 219 220221 222 223 224 225 226 227 228 229 230231 232 233 234 235 236 237 238 239 240241 242 244 245 246 247 248 249 250251 252 253 254 255 256 257 258 259 260 Tue Feb 4 2:33 PM Line 3 RINGING ABC Inc., How may I help you?Description Status 1. WATS 1 2. Line 6 for Ms. Swartz 3. Line 8 for Mr. Bolden 4. Line 3 5. Ext. 243 Gay, J. 6. Ext. 155 Tutwiler, E. 7. Line 2 for Mr. Shifflett 8.HOLDING HOLDING* HOLDING RINGING RINGING RINGING PARK RCL 112 108 180 155 209 243 Current Call Pending Calls: 7 MUTE HEADSET OVERFLOW SILENT ALTERNATE NIGHT Speed-Dials Director y Options Programming Quit Parked Calls: 1 Menu BarIntercom Window ILLUS9 PC Attendants Console Users Guide GCA 70-230 Handling Calls15
2.4 Line Access Window The Line window is located under the options menu and displays the current status of up to 48 lines. As an alternative to the Line window, the optional name display mode will show the status of up to 48 lines with their associated names. The default number of lines displayed on the PC Attendant screen is 25; the display can be changed to show either 43 or 50 lines (see page 1 - 2). You can switch between number and name display mode by using the Line Name / Number selection of the Options pull down menu. The line window appears in the right hand corner of the Intercom window and automatically sizes itself depending upon the number of lines used. You can determine the status of a given line by noticing how the line designation appears in the Line window. The following chart lists the screen attributes that pertain to both color and monochrome monitors. State Color Monitor Monochrome Monitor Idle Black on Cyan Regular Intensity Ringing Flashing White on Red Flashing Reverse Video Busy Black on Red Reverse Video On-Hold Cyan on Black High Intensity Recalling Flashing Red on Cyan Flashing 2.4.1 Line Status Menu The Line Status menu gives detailed information on the status of a particular line; it also gives the attendant the choice of testing that line or picking it up. NOTE: You only need steps 1 – 4 if the line window is not currently being displayed. ·To access the line status menu, 1. activate the Options menu, 2. pressALT–Oand pressEnter, —OR— pressEscto move the cursor into the menu bar from the main screen; position the cursor on “Options,” and pressEnter, 3. move the cursor to highlight Line Access, 4. pressEnter(move the cursor into the line window if necessary), 5. select line, 6. pressEnter. GCA 70-230 PC Attendants Console Users Guide 16Handling Calls
2.4.2 Test Busy You can check the status or accessibility of any DXP line from the PC Attendant console. NOTE: You only need steps 1 – 4 if the line window is not currently being displayed. ·To check line status, 1. activate the Options menu, 2. press ALT–Oand pressEnter, —OR— pressEscto move the cursor into the menu bar from the main screen, position the cursor on “Options”, and pressEnter, 3. move the cursor to highlight Line Access, 4. pressEnter, 5. select line, 6. pressEnter, 7. after Line Status menu appears, highlight Test Busy, 8. pressEnter. EscHelp MuteHeadsetI.D. Split ParkBothRetrieve TrackerSerial ConfOverflowPage Line TAP 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 Volume 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 Alternate keys Escape keyO key Enter key 101 102 103 104 105 106 107 109 110111 113 114 115 116 117 118 119 120121 122 123 124 125 126 127 128 129 130131 132 133 134 135 136 137 138 139 140141 142 143 144 145 146 147 148 149 150151 152 153 154 156 157 158 159 160161 162 163 164 165 166 167 168 169 170171 172 173 174 175 176 177 178 179181 182 183 184 185 186 187 188 189 190191 192 193 194 195 196 197 198 199 200201 202 203 204 205 206 207 208 210211 212 213 214 215 216 217 218 219 220221 222 223 224 225 226 227 228 229 230231 232 233 234 235 236 237 238 239 240241 242 244 245 246 247 248 249 250251 252 253 254 255 256 257 258 259 260 Tue Feb 4 2:33 PM Line 3 RINGING ABC Inc., How may I help you?Description Status 1. WATS 1 2. Line 6 for Ms. Swartz 3. Line 8 for Mr. Bolden 4. Line 3 5. Ext. 243 Gay, J. 6. Ext. 155 Tutwiler, E. 7. Line 2 for Mr. Shifflett 8.HOLDING HOLDING* HOLDING RINGING RINGING RINGING PARK RCL 112 108 180 155 209 243 Current Call Pending Calls: 7 MUTE HEADSET OVERFLOW SILENT ALTERNATE NIGHT Parked Calls: 1 Menu Bar Speed-Dials Directory Options Programming Quit ILLUS33 Lines # 9 10 11 12 13 14 15 1617 18 19 20 21 22 23 2425 26 27 28 29 30 31 3233 34 35 36 37 38 39 4041 42 43 44 45 46 47 481 2 3 4 5 6 7 8 Line 1 Current greeting: Line type: Loop StartLine Status PICK-UP TESTBUSY Tone dialing Privacy release Caller ID DisabledNO NO NO NO PC Attendants Console Users Guide GCA 70-230 Handling Calls17
2.5 Answering And Directing Calls 2.5.1 Answering Incoming Calls When a call rings at the PC Attendant console, it will appear (with a description of its origin) in both the Current Call window and the Pending Calls window and will have a flashing arrow next to it. (It will also be an audibly ringing call.) ·To connect this call to the PC Attendant station, pressAnswer. ·To connect another incoming call before connecting to the audibly ringing call, pressTab/Next Screento activate the cursor in the Pending Calls window, move the cursor to select the call you wish to connect and pressEnter. 2.5.2 Holding Calls Current calls can be put on hold at the PC Attendant station. The last call placed on hold will appear in the Pending Calls screen with an asterisk ( S) next to it and can be reconnected by pressing theTapkey. ·To place a current call on hold, pressHold. The call will appear in the Pending Calls window with an asterisk ( S) next to it. ·To reconnect to this call, pressTap. ·To reconnect to any other call placed on hold at the PC Attendant station, 1. pressTab/Next Screento activate the cursor in the Pending Calls window (if the cursor is not already in that window), 2. move the cursor to select the holding call you wish to reconnect, 3. pressEnter. GCA 70-230 PC Attendants Console Users Guide 18Handling Calls
2.5.3 Handling / Recalling Hold Calls The DXP system programmer sets the hold recall timer as well as other system parameters that affect how calls are handled by the system. After a call has been on hold for a pre-programmed length of time, the call will recall to the PC Attendant station, causing an audible signal to sound. The hold recall will also appear in the Pending Calls window with the indication “HOLD RCL” and a flashing green arrow next to it (if it is the highest priority call). When more than one call is recalling from hold, the flashing arrow will appear next to the first call placed on hold. ·To answer this hold recall call, pressAnswer. ·To answer any other hold recall, 1. pressTab/Next Screento activate the cursor in the Pending Calls window (if not already activated there), 2. move the cursor to select the holding call you wish to reconnect, 3. pressEnter. After you reconnect the PC Attendant station to any held call, you may pressHoldto return the call to hold status and thus restart the hold recall timer. EscHelp MuteHeadsetI.D. Split ParkBothRetrieve TrackerSerial ConfOverflowPage 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 OPERATOR ABC 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 Escape key Enter key Alternate keys * 101 102 103 104 105 106 107 109 110111 113 114 115 116 117 118 119 120121 122 123 124 125 126 127 128 129 130131 132 133 134 135 136 137 138 139 140141 142 143 144 145 146 147 148 149 150151 152 153 154 156 157 158 159 160161 162 163 164 165 166 167 168 169 170171 172 173 174 175 176 177 178 179181 182 183 184 185 186 187 188 189 190191 192 193 194 195 196 197 198 199 200201 202 203 204 205 206 207 208 210211 212 213 214 215 216 217 218 219 220221 222 223 224 225 226 227 228 229 230231 232 233 234 235 236 237 238 239 240241 242 244 245 246 247 248 249 250251 252 253 254 255 256 257 258 259 260 Tue Feb 4 2:33 PM Line 3 RINGING ABC Inc., How may I help you?Description Status 1. WATS 1 2. Line 6 for Ms. Swartz 3. Line 8 for Mr. Bolden 4. Line 3 5. Ext. 243 Gay, J. 6. Ext. 155 Tutwiler, E. 7. Line 2 for Mr. Shifflett 8.HOLDING HOLDING* HOLDING RINGING RINGING RINGING PARK RCL 112 108 180 155 209 243 Current Call Pending Calls: 7 MUTE HEADSET OVERFLOW SILENT ALTERNATE NIGHT Speed-Dials Director y Options Programming Quit Parked Calls: 1 Menu BarIntercom Window ILLUS9 PC Attendants Console Users Guide GCA 70-230 Handling Calls19