Comdial Toal Control Pc Attendant Console Instructions Manual

							3.3 I.D.
A busy PC Attendant console can receive and direct many calls in a very short period of time. Some of
the calls that are transferred or placed on hold will recall to the PC Attendant console after a period of
time if they are not answered. To help you remember an aspect of a call that recalls to your station (such
as who the call was originally for or why a person was holding), we’ve included an I.D. feature at the PC
Attendant station that lets you “tag” a call with a name or a phrase up to 14 characters long.
·To add a tag to a call,
1. while on the call, pressID,
2. type the call’s tag in the I.D. window,
3. pressEnter. The tag will remain with the call until the call is disconnected from the system.
3.4 Intercom
You can choose to dial a person’s intercom by typing his or her name instead of looking up the correct
intercom number and then dialing the call.
·To use the dial-by-name feature,
1. pressIntercom,
2. type the first letter of the person’s last name,
—OR—
press the comma (,) key and then type the first letter of the person’s first name; type additional
letters of the person’s name as needed until the cursor is positioned on the desired name, or use
the arrow keys to position the cursor on the name,
3. when the directory window appears, position the cursor on the desired name,
4. pressEnter. Your call will ring at the desired station,
5. If you know the intercom number, pressIntercomand dial the number from the dial pad. The
called station will ring.
TrackerEscHelp
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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.CONNECTED
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 Enter Call  Tag
Directory
Pop-Up
WindowBreeden
Coleman
Miller
Pet er son
Rodgers
ThomasSara
Kyndra
Scott
Brent
Karen
Andy,A.
,J.
,R.
,S.
,A.
,M.774
211
666
427
976
529
ILLUS16B
Speed-Dials Director y Options Programming Quit
GCA 70-230 PC Attendants Console Users Guide
46 Using PC Attendants Specialized Features 
						

							3.5 Message
3.5.1 Message Waiting Indicator
·To activate a message-waiting indicator at any station,
1. position cursor on intercom number to receive indicator setting,
2. press Messagekey,
3. move the cursor to “Set/Clear Callback Msg,”
4. pressEnter. The light above or next to theHOLDbutton will flutter at the selected station.
·To turn off a message-waiting indicator at the called station, repeat above procedure.
·If you call a station and hear a busy signal or receive no answer,
1. while on call, move cursor toMESSAGEunder Options in the Current Call window,
2. pressEnter. Message-waiting light will flutter at called station.
·To turn off the message-waiting light at the called station, repeat above procedure.
NOTE: A message-waiting light can also be turned on at another station through the Intercom Status
window. Simply activate the window by moving the cursor to the desired intercom on the
screen and press Enter. When the Intercom Status window appears, move the cursor to
“MESSAGE” and press Enter. When the message pop-up window appears, move the cursor
down to “Set/Clear Callback Msg” and press Enter. The message-waiting indicator is set at
that station. Turn off the message indicator by repeating these steps.
PC Attendants Console Users Guide GCA 70-230
Using PC Attendants Specialized Features 47 
						

							3.5.2 Text Messages
The PC Attendant’sMessagekey, in addition to turning on a message-waiting light at a station, will
allow you to access a “message” pop-up window to store a text message for any station.
The message can take the form of a “canned” message set by the system (e.g. “Please call,” “Will call
again,” “Wants to see you”) or a customized message (up to 8, 32-character lines for a total of 256
characters). Storing a text message for an extension automatically turns on the fluttering message-waiting
indicator above the hold button at that station (if auto-message set is enabled by the attendant and text
messaging keys are not programmed at individual stations).
System users can retrieve text messages in one of three ways:
·LCD telephone users can cause the messages to appear in their telephone’s display, line by line;
·all station users can retrieve messages at a system printer that, if enabled through class of service
programming, can be made to print out all text messages as they are stored or to print selected text
messages on command;
·non-LCD and single-line telephone users can call the attendant, who can retrieve and read the
messages stored for any extension.
·To store a text message for any station,
1. position the cursor on the desired extension number in the intercom window,
2. press theMessagekey (the message pop-up menu appears on the screen),
3. move cursor (if necessary) to select “Take Text Message” option,
4. pressEnter(the “Take Text Message” pop-up window appears on the screen),
5. use the up and down arrow keys to move the cursor to desired fields within the window,
6. within each field, type appropriate message information,
7. within the preset message field, use the space bar to set the proper indicators next to as many
preset messages as desired,
8. pressEnterto move cursor into Message field/box,
9. type desired message (up to 256 characters),
10. pressEnterto move the cursor into the Options field,
11. using the right and left arrow keys, move the cursor to the appropriate option,
12. pressEnter.
GCA 70-230 PC Attendants Console Users Guide
48 Using PC Attendants Specialized Features 
						

							—If you chooseSAVE, the system saves the current message for the selected station. If you
repeat the procedure with another message for the same extension, the system would save
that message as message 2 (up to 100 messages per station or until disk is full).
—If you choosePRINT, the message will automatically be sent to the printer and be printed.
When a message is printed, a “Message taken by” field prints at the end of the message,
indicating the extension of the attendant station taking the message. You may type in the
message, choosePRINT, and then exit without saving the message in order to conserve disk
space.
—If you chooseEDIT, the cursor would move to the beginning of the Take a Message window
and allow you to change any part of the message you’ve entered. SelectingSAVEafter
you’ve edited the message will save the edited version of the message. (Once you have saved
a message, however, you cannot edit it.)
—If you chooseERASE, the message you are viewing is erased from the system and
disappears from the window.
—If you chooseEXIT, the message you’ve entered will not be saved and the text message
pop-up menu will reappear.
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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 Enter Call Tag
Ta k e a
Message
Pop-Up
Window
Options
Field1. Telephoned
2. Please call
3. Called to see you
4. Wants to see you
5. Returned your call
6. Will call again
7. Urgent
8.()
()
()
()
()
()
()
() [ Take a Message ]
[ Message ] Time:
To:
Company:
Ext:
From:
Company:
Phone:1:29 PM Date: 4/10/92
105
SAVE PRINT   EDIT   ERASE EXIT
ILLUS29
Speed-Dials      Director y Options      Programming      Quit
PC Attendants Console Users Guide GCA 70-230
Using PC Attendants Specialized Features 49 
						

							3.5.3 Viewing A Text Message (at the PC Attendant)
The attendant may view all of the current messages for any station at any time.
·To view text messages for an extension,
1. position the cursor on the desired extension number in the intercom window (if you are not
currently connected to that extension),
2. pressMessagekey (the message pop-up menu will appear),
3. move the cursor to select “View Text Message” (this menu option will not be accessible if no
message is saved for that extension),
4. pressEnter. The first saved message appears on the screen (the field “Message X of Y”
indicates the number of the message you are viewing and the total number of messages saved for
that station).
·To view subsequent messages,
1. move the cursor to the Options field,
2. selectNEXT,
3. pressEnter. The second saved message will appear on the screen. Repeat the procedure to scroll
forward through all messages saved for that extension.
·To review previous messages, pressPREV. The previously viewed message will reappear. Repeat
the procedure to scroll backward through all messages saved for that extension.
·To print the message you are currently viewing,
1. move the cursor to the Options field,
2. selectPRINT,
3. pressEnter.The message is printed and remains saved until it is deleted.
·To delete a message you are currently viewing,
1. move the cursor to the Options field,
2. selectDELETE,
3. pressEnter.The message is deleted from the system.
GCA 70-230 PC Attendants Console Users Guide
50 Using PC Attendants Specialized Features 
						

							EscHelp
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Enter Backspace
Ctrl AltAlt
Break
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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 Enter Call  Tag
Ta k e a
Message
Pop-Up
Window
Options
Field1. Telephoned
2. Please call
3. Called to see you
4. Wants to see you
5. Returned your call
6. Will  call  again
7. Urgent
8.(   )
(   )
(   )
(   )
(   )
(   )
(   )
(   ) [  View  Message 1 or 1 ]
[  Message ] Time:
To:
Company:
Ext:
From:
Company:
Phone:1:29 PM   Date: 4/10/92
105
NEXT PREV PRINT DELETE EXIT
ILLUS29A
Speed-Dials Director y Options Programming Quit
PC Attendants Console Users Guide GCA 70-230
Using PC Attendants Specialized Features 51 
						

							3.6 Mute
By using the Mute feature, you can block transmission of your voice to the distant party.
·For example, if someone comes into your office to talk to you and you do not want to interrupt the
distant party, pressMute(Mute feature is highlighted in the features bar at the bottom of your main
screen).
·To cancel the Mute feature and return to your conversation with the distant party, pressMuteto
disengage the feature.
GCA 70-230 PC Attendants Console Users Guide
52 Using PC Attendants Specialized Features 
						

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Tue Feb 4
2:33  PM
Ext. 106                     BUSY
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. Ext. 106
5. Ext. 243  Gay, J.
6. Ext. 155  Tutwiler, E.
7. Line 2  for  Mr. Shifflett
8.HOLDING
HOLDING*
HOLDING
BUSY
RINGING
RINGING
RINGING
112
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180
155
209
243
Current Call
Pending Calls:  7
MUTE   HEADSET OVERFLOW   SILENT ALTERNATE   NIGHT
Parked Calls:  1
Mute
Indicator
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NJI *
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BHU &
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#*
SysReq
Volume
DownVolume
Up
CtrlShift Ta b
Shift Caps Lock
Enter Backspace
Ctrl AltAlt
Break
QZ
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OPERATOR
ABC
JKL
TUVDEF
MNO
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ILLUS17A
Speed-Dials Director y Options Programming Quit
PC Attendants Console Users Guide GCA 70-230
Using PC Attendants Specialized Features 53 
						

							3.7 Overflow
Peak calling periods can make it harder for a single attendant to handle every call that needs service. You
can cause all incoming calls to ring at an overflow attendant’s stationandat your station. The calls will
still be queued in the system according to their priority, and calls will recall to the attendant’s station
where they were originally answered.
·To share incoming calls with an overflow attendant, pressOverflow. The “Overflow” indicator at
the bottom of the main screen will be highlighted.
·To return the ringing of all incoming calls to the PC Attendant console, pressOverflow. The
“Overflow” indicator at the bottom of the main screen will dim.
3.8 Page
It may be necessary for you to make a paging announcement in a particular zone (e.g. throughout one
department or in a warehouse) or in all zones of your location (known as all-call paging).
·To make a paging announcement from the PC Attendant console to a particular zone,
1. pressPageto activate Paging pop-up window,
2. move the cursor to choose the zone in which your page will be heard (Zone 1 typically is
designated by the system as the all-call paging zone),
3. pressEnter,
4. make announcement,
5. pressEscto exit the paging feature,
6. pressReleaseto disconnect from the paging zone.
NOTE: To make a paging announcement in more than a single zone but not in the all-call mode, you
will need to make a separate paging announcement in each of those zones, one at a time. After
you complete a page in one zone, move cursor to highlight another zone and repeat the
announcement.
GCA 70-230 PC Attendants Console Users Guide
54 Using PC Attendants Specialized Features 
						

							TrackerEscHelp
MuteHeadsetI.D. Split
ParkBothRetrieveSerial ConfOverflowPage
LineTA P
Intercom
NJI *
8
BHU &
7
VGY ^
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CFT %
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XDR $
4
ZSE #
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AW @
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Lock
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Up Home Insert
Delete
EndHold
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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
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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
Paging
Zones
WindowAll Call
Zone  2
Zone  3
Zone  4
Zone  5
Zone  6
Zone  7
Zone  8Idle
Idle
Idle
Idle
Idle
Idle
Idle
Idle
Page Zones
ILLUS30
Speed-Dials Director y Options Programming Quit
PC Attendants Console Users Guide GCA 70-230
Using PC Attendants Specialized Features 55