Comdial Toal Control Pc Attendant Console Instructions Manual

							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 *
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BHU &
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VGY ^
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CFT %
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Delete
EndHold
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w
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r Num
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#*
SysReq
Volume
Volume
CtrlShift Ta b
Shift Caps Lock
Enter Backspace
Ctrl AltAlt
Break
QZ
GHI
PRSABC
JKL
TUVDEF
MNO
WXY
Transfer
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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
#
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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 (
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_
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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
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9Next
Screen
2nd
Function
Escape
key
Enter
key
Alternate keys
*
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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 
						

							2.5.4 Parking Calls
A current call can be placed in one of nine “park orbits” within the system. This allows the call to be
answered from any station if the person at that station knows the orbit code to dial in order to retrieve the
call.
·To place a call in a park orbit (while connected to the call),
1. pressParkto activate the Park Orbits window,
2. if necessary, move the cursor to select an available park orbit for the call,
3. pressEnter(Make a paging announcement, if necessary, to tell the called party which park orbit
the parked call is in.),
4. You may press Escto exit the Park Orbits window without parking the call.
A parked call will remain in park orbit for a set period of time. After that time is up, the call will recall to
the PC Attendant station.
2.5.5 Retrieving Parked Calls
When a parked call recalls to the PC Attendant station, the Pending Calls window will display the call
with the tag “PARK RCL” and a flashing arrow (if it is the highest priority call).
·To answer a park recall, pressAnswer.
Calls placed in Park Orbit can be retrieved before they are “timed out” of Park Orbit and recalled to your
station.
·To retrieve any parked call,
1. pressShift/2nd FunctionandParkat the same time (this activates theRetrievefunction),
2. position the cursor in the Park Orbits window on the call you wish to retrieve,
3. pressEnter.
GCA 70-230 PC Attendants Console Users Guide
20Handling Calls 
						

							2.5.6 Transferring Calls
You may transfer a current call to any intercom within the system.
·To transfer a current call,
1. while on the call, pressTransand dial intercom number using the dial pad, or type in the name of
the station user receiving the call and pressEnter. (Once you type in the first initial of the name,
the system will display all of the names beginning with that letter—in case you are unsure of a
name’s spelling),
2. for anunscreened transfer, pressReleaseto complete the transfer after you hear ringing at the
called station,
3. for ascreened transfer, wait for the called party to answer, announce the call, then pressRelease
to complete the transfer.
If you attempt to make a screened transfer and there is no answer at the called station, you can return to
the call by pressingTap.
If you make an unscreened transfer to a station that does not answer the transfer call, the transfer will
recall to the Attendant’s station after a set period and will appear in the Pending Calls window as a
transfer recall.
·To answer a Transfer Recall, pressAnswer.
NOTE: If you need to retrieve an unanswered transfer call before it recalls to your station, you may use the
PICK feature, which is described in the chapter titled “Using The PC Attendant’s Other Features.”
Transferring calls using the the Dial-By-Name feature is also discussed in that chapter. You can also
use the TAP key to retrieve a transferred call before it is answered.
PC Attendants Console Users Guide GCA 70-230
Handling Calls21 
						

							2.5.7 Using The Pager—Tracker
TheTrackerpaging system allows you to send either an alphanumeric or numeric (depending upon the
pager) message to a pocket-pager assigned to a DXP extension.  TheTrackoption on the Intercom-status
window only appears if that intercom number hasTrackerenabled.
·To send a message through Tracker using the Intercom-status window,
1. use the arrow keys or the mouse to move the cursor to the intercom designation (name or number)
on the screen list,
2. pressEnterto access the Intercom-status window,
3. move the cursor to highlightTrack,
4. after Tracker menu appears, select appropriate pre-set message using the up and down arrow keys
(the system will display only messages that match the pager type; also, you can edit a defaulted
message once you select it),
—OR—
type new message,
5. pressEnterto send the message.
NOTE: Some pagers accept longer messages than the PC Attendant’s screen allows; for these pager types the
message scrolls to the left as you enter message information.
·To send a message through Tracker using the Tracker key,
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 and hold theShiftkey,
3. pressPage (Tracker)key,
4. after Tracker menu appears, highlight appropriate pre-set message using the up and down
arrow keys (the system will display only messages that match the pager type; also, you can
edit a defaulted message once you select it),
—OR—
type new message,
5. press Enterto send the message.
NOTE: Some pagers accept longer messages than the PC Attendant’s screen allows; for these pager types, the
message scrolls to the left as you enter message information.
GCA 70-230 PC Attendants Console Users Guide
22Handling 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 Backsp ace
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
Alternate
keys
Escape keyP key
Enter key
Arrow
keysTracker key
*
101
102
103
104
105
106
107
109
110111
113
114
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120121
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130131
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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
Programming
Pull-Down Menu
ILLUS10E
Page Ext. 101 PC Attendant
1.
2.
3.
4.
5.
6.
7.
8.Tracker Default Messages
Maximum length is 240. Use to
select a stored default message.
Alphanumeric
Speed-Dials      Director y      Options      Programming Quit
PC Attendants Console Users Guide GCA 70-230
Handling Calls23 
						

							2.6 Making Calls
2.6.1 Making Intercom Calls
·To call another station,
1. pressIntercom,
2. dial intercom number,
—OR—
position cursor on desired intercom number in Intercom window,
3. pressEntertwice,
—OR—
use the mouse to select the intercom number from the Intercom window,
5. click the left mouse button twice.
2.6.2 Making Outside Calls
·To make an outside call,
1. pressLine,
2. dial number from dial pad.
GCA 70-230 PC Attendants Console Users Guide
24Handling Calls 
						

							2.6.3 Creating Conference Calls
From the PC Attendant console, you may initiate a conference call for up to five parties if you are using
the DXP, or up to seven parties if you are using the DXPPlus(the call can consist of any combination of
outside and inside numbers, or can consist of inside numbers only).
·To create a conference call,
1. while on current call, pressConf,
2. dial intercom call (intercom tone is automatic) or pressLinefor outside call,
3. dial telephone number or intercom number from dial pad,
4. after called party answers, pressConf,
5. repeat procedure to create a conference for up to five conferees (including yourself).
Occasionally, you may be asked to set up a conference for other people and then (once the conference is
established) leave the conference with the person who originally requested it.
·To create an unsupervised conference,
1. confirm that conference is connected,
2. press#(on the keypad).
·To transfer a conference to another station,
1. confirm that conference is connected,
2. add the desired station into the conference using the steps described above,
3. when called station answers, announce that the conference is arranged and press#(on the
keypad). The conference will then connect to the called station.
·To park a conference call in a park orbit for pick up at any station,
1. while connected to the conference, pressParkto activate Park Orbits window,
2. move the cursor to the desired park orbit,
3. pressEnter. (Make a paging announcement if necessary to tell the called party which park orbit
the parked conference is in.)
2.6.4 Disconnecting From A Call
When you complete a call or a transfer, you will need to disconnect from the call.
·To disconnect a current call from the PC Attendant console, pressReleaseor click the right-hand
mouse button once.
PC Attendants Console Users Guide GCA 70-230
Handling Calls25