Comdial Toal Control Pc Attendant Console Instructions Manual

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							Troubleshooting Guide
4.1 Operation Interruptions
From time to time, your PC Attendant operations may be disrupted for one reason or another: the
KSX-200 system could lose communication, the system’s power could temporarily fail, or the connection
between the PC Attendant console and the KSX-200 system could be jarred loose. If these or other
problems occur, your PC Attendant console will alert you to the status of the system in the form of screen
messages (Data Link ErrorandKSX-200 Not Responding).
4.1.1 Data Link Error
When your KSX-200 system resets for any reason, operation of the PC Attendant console will be
temporarily interrupted and the System Reset window will appear in the center of your screen. When this
happens, the message “Data Link Error” will appear and the window will contain two options, “Continue”
and “Reload Data.” Usually, selecting the “Continue” option is sufficient to allow the PC Attendant
console to continue processing calls. If there is a chance of data corruption or data change on the PC or
the KSX-200 system, choose the “Reload Data” option to cause the system to resend all pertinent PC data.
TrackerEscHelp
MuteHeads etI.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
Tra n sf e r
R
e
l
e
a
s
e
Nu m Cap s Scr oll
Lock
LockLock
1
4
7
02
5
83
6
9Next
Screen
2nd
Function*
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110111
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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
Data Link Error
Continue
Reload data
ILLUS27B
Speed-Dials Director y Options Programming Quit
4
PC Attendants Console Users Guide KSA70255
Troubleshooting Guide67 
						

							4.1.2 KSX-200 Not Responding
When the KSX-200 system is shut down for more than 30 seconds or when the data connection between
the PC and the system is broken, a window with “KSX-200 Not Responding” will appear on the screen
and two options will be available: “Retry Connection” will cause the PC Attendant to attempt to
re-establish communication with the system. (If this is successful, the System Reset window will appear,
at which time you may choose “Continue” or “Reload Data.”) Selecting the “Quit PC Attendant” option
will cause the PC to exit the PC Attendant software package.
TrackerEscHelp
MuteHeadsetI.D. Split
Park
BothRetrieve
Serial 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
*
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
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200201
202
203
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205
206
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210211
212
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220221
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230231
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240241
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250251
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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
Parked Calls:  1
DXP is not  responding
Retr y Connection
Quit  PC Attendant
ILLUS27A
Speed-Dials Director y Options Programming Quit
KSA70255 PC Attendants Console Users Guide
68Troubleshooting Guide 
						

							Glossary
A
All-call paging:Paging through the intercoms of all stations in the system.
Alternate mode:Allows all call activity to be routed to an alternate attendant’s telephone.
Answer key:Answers currently ringing (priority) call.
Arrow keys:Move cursor within a selected window.
Automatic callback:After a station has set an automatic callback for a busy station, the system will ring the station
when the called telephone is no longer busy.
B
Backspace key:Causes previous help screen to be displayed.
Both key:Establishes a conference between the PC Attendant console, a current call, and the last call put on hold.
C
Call I.D. (call tag):A name, word or phrase the attendant creates for a current call in order to identify the call if it
recalls to the attendant’s station.
Call forward:Designating another telephone to receive all calls normally directed to the user’s telephone.
Call park:Placing an active call in system hold (park orbit) and retrieving it by any telephone.
Call pickup:Answering a call at one telephone when it is ringing at another telephone.
Call transfer:Transferring a call from one station to another. The transfer can be screened (i.e., you find out who is
calling and announce the call to the party being called) or unscreened ( i.e., you transfer the call without identifying
the calling party to the called party).
Central message desk:A station that has been assigned to control message waiting lights and deliver messages to
other stations in the system.
Class of Service programming:Customized programming of your system by the installer that establishes the basic
operating parameters of the system and individual stations.
Conference key:Allows attendant to establish a conference call for up to 5 parties (including Attendant).
Current Call window:Displays information about and options for handling the current incoming call.
Cursor:A flashing, highlighted position indicator that shows where (on the screen) text will be entered (during
typing) or which feature or option is currently being recognized by the computer as a selection made by the attendant.
5
PC Attendants Console Users Guide GCA70-230
Glossary69 
						

							D
Data Link Error:This phrase appears on the PC Attendant’s monitor if there has been a temporary loss of
communication between the PC Attendant station and the DXP operating system. The system will reset itself in
order to continue call-handling activities.
Delete key:allows attendant to delete extension numbers from the Intercom window.
Dialpad:Buttons 0 through 9,Sand # used for dialing.
Direct Inward Station Dialing (DISD):Allows an outside party to call an intercom station directly without an
attendant’s assistance.
Direct Station Selection/Busy Lamp Field (DSS/BLF):Using one button to place intercom calls. Busy lamp field
or BLF is a term for a light that identifies current call status of a DSS station.
Directory:Contains a list of all available intercom numbers and any names associated with those numbers.
Do not disturb:A mode that disables incoming call ringing (audible) and intercom calling.
DXP operating system:The DXP hardware/ software equipment combination that controls all call activity and all
system features.
E
End key:Moves cursor to the end of current window.
Enter key:Launches or initiates selected functions.
Escape key: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 menus.
H
Headset key:Allows attendant to alternate between handset and headset modes. When headset is activated, handset
remains active for listening only.
Help key:Activates context-sensitive Help screens.
Hold key:Places current call on hold.
Home key:Moves cursor to beginning of current window.
I
I. D.:Allows the attendant to enter a short tag (up to 14 characters) to an incoming call in order to identify the call if
it returns to the attendant.
Insert key:Allows attendant to add extension numbers to Intercom window.
Intercom key:Allows attendant to make calls to any extension within the system.
Intercom window:Displays the names/numbers  and status of all intercoms within your system.
L
Line greeting:A message (up to two lines in length) that appears when a call comes in on a line for which a
particular greeting is needed. The attendant assigns these greetings to the lines through system programming.
Line key:Allows attendant to make an outgoing call.
M
Menu bar:Appears at the top of the main screen; provides system programming and call-handling options.
Message key:Activates a message-waiting light at a station; accesses the text messaging features.
Mute key:A fixed feature button that keeps a distant party from hearing your conversation.
GCA70-230 PC Attendants Console Users Guide
70Glossary 
						

							N
Night transfer:Transferring incoming calls to a particular station or stations for off-hour answering.
O
On-line help:Help screens that provide information about various features of the PC Attendant console.
Overflow key:Directs incoming calls to an overflow attendant during peak activity. Calls will ring at both stations.
P
Page key:Allows attendant to choose a zone in which a paging announcement will occur. After zone is activated,
announcement can be made.
Park key:Places a call in one of nine park orbits.
Park orbits:Nine system-provided “spaces” where a call can be placed and held until a park-retrieve feature is
engaged (usually from any telephone within the system). Calls placed in park orbit are held there for a specified
period, after which they will recall to the PC Attendant station for service if they are not retrieved.
Pending Calls window:Displays the origin and status of up to eight calls within the system.
Pick key:Performs a directed call pick up.
Prime line:A line designated to a particular telephone and automatically selected when the handset is lifted or when
the Line key is pressed.
Priority call:Determined by the system, a priority call is either an incoming call or a recalling hold, transfer or
parked call that is first in line to be answered at the attendant’s station. It can be identified by the flashing arrow next
to it.
Programming menu:Contains various programming features that can be carried out at the PC Attendant console.
Pull-down menu:Located in the menu bar, these menus can be “pulled down” (using the mouse or the arrow and
Enter keys) to access options and features.
R
Recall:A call that returns to the PC Attendant after it has been on hold or in transit (through transfer, conference
transfer, or park orbit) without being answered.
Release key:Disconnects the PC Attendant from the current call.
Retrieve key:Retrieves a call from park orbit.
Ringing line preference:An automatic connection to any outside line ringing at the station when the station handset
is taken off-hook.
S
Screen attributes:The color or brightness characteristics of an item displayed on the screen.
Subdued off-hook voice announce (SOHVA):A private announcement made to a busy party through the handset.
Serial key:Places a call in a series of transfers (to a maximum of three extensions within the system).
Shift/2nd Function key:Accesses a key’s secondary function (e.g.
Retrieve is the secondary function on thePark
key) when held down during key selection.
Silent key:Silences currently ringing call.
Speed dial:Autodialing using the speed dial feature. Speed dialing can be station calls (personal and accessed by
only one specific user) or system calls (numbers used and accessed by anyone in the system).
Split key:Allows attendant to alternate between a current call and the last call placed on hold. When one of the calls
is activated, the other is automatically placed on hold.
Start-up disk:A computer floppy disk that contains the information necessary for the PC Attendant to operate.
Status indicators:Found at the bottom of the screen, they tell whether a feature is active.
PC Attendants Console Users Guide GCA70-230
Glossary71 
						

							T
Tab/Next Screen key:Moves cursor to next screen or window.
Tap key:Retrieves the last call placed on hold, transferred, or parked in orbit.
Test busy:A feature (on the Options menu) that allows the attendant to determine the status of a line.
Tracker:The optional paging system that allows an attendant to send a message to a compatible pager.
Transfer:Transfers current call to another station.
V
Voice announce blocking:A telephone can be set to block voice calls sent to it over the speaker.
Volume keys:Control volume of ringer, handset and headset.
Z
Zone paging:Paging through the intercoms of some stations or departments in the system.
GCA70-230 PC Attendants Console Users Guide
72Glossary 
						

							Index
A
Alternate Attendant, Transferring Calls To An (3.13) 58
Answering And Directing Calls (2.5) 18
Answering Incoming Calls (2.5.1) 18
Arrow Keys (1.2.2) 3
B
BothFeature (Creating A Conference Between The PC
Attendant, The Current Call, And The Last Call
Placed On Hold (3.1) 45
C
Conference Calls, Creating (2.6.3) 25
Conferencing Calls, Parking (2.6.3) 25
Conference Calls, Transferring (2.6.3) 25
Current Call Window (2.2) 14
Cursor, Moving With Arrow Keys (1.2.2) 3
Cursor, Moving With Mouse (1.2.3) 3
D
Data Link Error (4.1.1) 67
Date and Time, Setting (2.8.2) 31
Dial By Name (3.4) 46
Direct Station Selection (DSS), Making A (3.4) 46
Directory, Creating and Editing (3.14) 60
Directory Menu (2.7) 26
Disconnecting From A Call (2.6.4) 25
DXP Not Responding (4.1.2) 68
E
Exit PC Attendant (2.7.1) 29
G
Getting Started (1.2) 2
Glossary (5) 69
H
Handling Recalling Hold Calls (2.5.3) 19
Handset Volume, Setting The (2.8.3) 32
Headset And Handset Operation, (3.2) 45
Headset Volume, Setting The (2.8.3) 32
Help, On-Line (1.3) 4
Help Index Window, Viewing The (1.3) 4
Holding Calls (2.5.2) 18
Hold Recalls (2.5.3) 19
I
I.D. (Tagging A Call For Future Identification) (3.3) 46
Intercom (Dial By Name Or Number) (3.4) 46
Intercom Calls, Making (2.6.1) 24
Intercom Name/Number Selection (2.1.3) 11
Intercom Status (2.1.2) 10
Intercom Status Window (2.1) 9
Intercom Window (2.1) 9
K
Key Identification (1.4) 6
Keyboard Knowing Your (1.4) 6
Keyboard Macros (2.8.7) 38
6
PC Attendants Console Users Guide GCA 70-230
Index73 
						

							L
Line Access Window (2.4) 16
Line Greetings, Creating (2.8.5) 35
Line Status Menu (2.4.1) 16
M
Making Calls (2.6) 24
Making Intercom Calls (2.6.1) 24
Making Outside Calls (2.6.2) 24
Menus, Pull-Down (2.7.1) 28
Message-Waiting Indicator, Sending A (3.5) 47
Mouse Operation (1.2.3) 3
Muting The PC Attendant (3.6) 52
N
Naming The Stations For The Directory (3.14) 60
Night Transfer Mode, Setting The (3.15) 62
O
On-Line Help (1.3) 4
Options Menu (2.7.1) 28
Outside Calls, Making (2.6.2) 24
Overflow (Transferring Calls To An
Overflow Attendant) (3.7) 54
P
Paging (3.8) 54
Paging Zones (3.8) 54
Park Orbits, Using (2.5.4) 20
Park Recalls, Handling (2.5.4) 20
Parked Calls, Retrieving (2.5.5) 20
Parking Calls (2.5.4) 20
PC Settings (3.16) 63
Pending Calls Window (2.3) 14
Picking A Call (3.9) 56
Programming Menu (2.8.1) 30
Pull-Down Menus, Exiting (2.7) 26
Pull-Down Menus, Using The (2.7) 26
Q
Quit Menu (2.7.1) 29
R
Reconnecting To A Hold Call (2.5.3) 19
Retrieving Parked Calls (2.5.5) 20
Ringer Volume, Setting The (2.8.3) 32
S
Screen Attributes (2.1.1) 9
Screen Saver, Setting The (3.16) 63
Screened Transfer (2.5.6) 21
Serial (Setting Up A Serial Transfer) (3.10) 56
Set Date And Time (2.8.2) 31
Set Volume (Programming Menu Option) (2.8.3) 32
Setting The System Parameters (2.8) 30
Silent (Silencing A Currently Ringing Call) (3.11) 57
SOHVA, Making A (3.17) 64
Speed-Dial Directory, Editing And Creating (2.8.4) 34
Speed Dialing (3.18) 65
Speed-Dials Menu (2.7.1) 28
Split (Alternating Between The Current Call And
The Last Call Placed On Hold (3.12) 57
Station Names,
Assigning Through The Directory (3.14) 60
Subdued Off-Hook Voice Announcement (3.17) 64
System Speed-Dial Directory,
Editing And Creating (2.8.4) 34
T
Tagging A Call (3.3) 46
Test Busy Feature (2.4.2) 17
Text Messaging (3.5.2) 48
Text Messaging, Viewing (3.5.3) 50
Time and Date, Setting (2.8.2) 31
Tracker, Using The Pager (2.5.7) 22
Tracker, Enabling (2.8.8) 40
Tracker, Programming Default Messages (2.8.9) 41
Tracker, Programming The Pager Numbers (2.8.10) 42
Transfer Recalls, Handling (2.5.6) 21
Transfer, Serial (3.10) 56
Transferring Calls (2.5.6) 21
Troubleshooting Guide (4) 67
GCA 70-230 PC Attendants Console Users Guide
74Index 
						

							U
Unscreened Transfer (2.5.6) 21
Unsupervised Conference Calls, Creating (2.6.3) 25
Using The Arrow Keys Or The Mouse
To Move The Cursor (1.2.2, 1.2.3) 3
Using The PC Attendant’s Specialized Features (3) 45
Using This Guide (1.1) 1
V
Volume, Setting The Headset, Handset,
Or Ringer (2.8.3) 32
PC Attendants Console Users Guide GCA 70-230
Index75