Lucent Technologies DEFINITY PC Console Release 2.5 Users Manual

							Understanding PC ConsoleIssue 2.5   October 1999   2-3   Help Information  To get immediate on-line help, press F1.  You can find information by subject
matter, search by a word or phrase, or jump between related subjects quickly to
locate the information you need.
  Busy Lamp Field  To move quickly to the Busy Lamp Field area, press F2.  This area of the screen
turns blue to indicate it is active.  From this area, you can:
n Click a Trunk Group button, to access a particular trunk group.  The button
turns white to indicate it is active.  Now you can follow your normal dialing
procedure, using either your keyboard or telephone keypad, to dial the
outbound number.
If the Trunk Group button should turn pink, this is a warning signal.  It
indicates that the trunk group is operating at 50% of available capacity.  If the
Trunk Group button turns red, this is a busy signal.  It indicates that the trunk
group has reached 100% of available capacity.
n Click a numbered Hundreds Group button, to access a group of extensions.
All of its administered extensions are displayed.  Busy extensions appear in
dark blue, and idle extensions appear in light blue.  To find out the name of
the person at any extension, use your right mouse button to click that
extension.  A Help Tip box, containing the person’s extension and name, is
immediately displayed.  To dial the extension, use your left mouse button to
click the extension number.
The selected Hundreds Group button is displayed in white.  Any other
Hundreds Group buttons remain in gray.
  Feature Buttons  To move quickly to the Feature Button area, press F3.  This area of the screen
turns blue to indicate it is active.
  The Feature Button area displays the short name assigned to every feature
button administered for PC Console.  To get a longer description of any feature
button, position your cursor over the button.  Assuming the administrator has
enabled Help Tips, a Help Tip box containing a description of that button is
displayed.
  Feature buttons are used in exactly the same manner as feature buttons on a
hardware console.  Click the button to perform a particular task.  For example,
clicking the Integrated Directory feature button (usually labeled something like
“IntgrDir”) accesses the Integrated Directory feature on the switch.  When the
button is activated, it turns white.  If it is deactivated, it turns gray.  If the switch
needs to communicate a problem to you (such as a denied feature), the button
turns pink; the equivalent of flashing on a hardware console. 
						

							Understanding PC Console2-4   Issue 2.5   October 1999  If the Position Busy feature button should turn blue, this indicates that all
positions are either busy or unavailable.
  Five feature buttons are on every PC Console — Split, Hold, Forced Release,
Position Busy, and Night Service.  Your system administrator can assign the
remaining buttons as optional feature buttons; thus giving you access to the
various switch features.
  Display Buttons  Display buttons may appear when you activate a feature.  To look at the Display
Button area, click the button labeled Display.  The Display Button screen opens,
and turns blue to indicate that it is active.
  The Display Button area indicates the short name assigned to every display
button administered for PC Console.  To get a longer description of any display
button, position your cursor over the button.  Again, if the administrator has
enabled Help Tips, a Help Tip box containing a description of that button is
displayed.
  Display buttons are used in exactly the same manner as display buttons on a
telephone or hardware console.  Click the button to perform a particular task.
For example, if you are using the Integrated Directory feature, clicking the Next
button advances to the next entry in the list.  When a button is activated, it turns
white.  When it is deactivated, it turns gray.
  PC Directories  There are several ways to move quickly to the PC Directories area.  You can do
any of the following:
n Click the icon associated with the desired directory.
n Press and hold the ALT key, then press the number associated with the
desired directory.
n Press F4 to move to the PC Directory area, use the TAB key to select the
desired directory, then press ENTER.
  The PC Directory screen opens.
  PC Console can have up to four directories; each containing information about
the people in your environment.  This may include each person’s first name, last
name, phone number, and other pertinent pieces of information; as well as any
notes that you have saved with the person’s record.
  You can use this information to locate anyone in your environment — searching
for them by any field; or calling them by pressing ENTER or clicking the Call
button.
  You can also add, edit, and delete individual entries in any of the PC Console
directories.  You may also be able to attach notes to these entries; reminding
yourself and others of vacation or travel status, hours available, or any other
information that may be helpful when handling calls for the person. 
						

							Understanding PC ConsoleIssue 2.5   October 1999   2-5   To search for an entry in a PC Console directory, use the Search By box to
select the field name that corresponds to the type of search you want to perform.
In the box labeled Search For, type the string of text that you want PC Console
to locate.  As you type, PC Console jumps to the first record that matches the
string you have entered thus far. Click to pick the record you want.
  To close this window, click its Quit button.
  Call Handling Area  To move quickly to the Call Handling area, press F5.  This area of the screen
turns blue to indicate it is active.  From the Call Handling area, you can answer,
place, hold, split, transfer, conference, and release calls.
  The Call Handling area displays six “call bars,” each providing information about
one phone call that you are currently handling.
 
  
  Starting at the left, each call bar displays:
n An Information icon .  You can click this icon at any time to retrieve the
caller identification for that call.
n The call’s hold cycle and holding-time, indicated in minutes and seconds.
n The letter identification assigned to this call appearance.  You will recognize
this as the standard call appearance on a hardware console.
n A “notepad” area containing any temporary notes you have entered for this
call. 
						

							Understanding PC Console2-6   Issue 2.5   October 1999n Your available options, illustrated graphically, as indicated in the following
table of icons.
 
  Icon  What it does  The function key that also
accesses this call handling option   Add
  F6   Answer
  F6   Call
  F6   Cancel
  F7   Conference
  F9   Forced Release
  F9   Hold
  F7   Release
  F8   Retrieve
  F7   Transfer
  F6 
  To handle a call, or receive additional information about a particular call, click on
the call bar associated with that call.  The call becomes the “current call,” and its
call bar is displayed with a blue border to help you distinguish it at a glance.  The
Second Party Display, located at the bottom of your screen, shows any
additional information that is available for this call.
  For example, when an incoming call arrives, your screen will display information
about that call.  Specifically, the following will occur:
n You hear ringing.
n The Call icon  is replaced with an Answer icon .
n The call bar changes to white. 
						

							Understanding PC ConsoleIssue 2.5   October 1999   2-7 n When you move your cursor to that call bar, the Second Party Display at the
bottom of your screen identifies the called party.  This information, if
available, is pulled from the primary PC Directory.
  To answer the incoming call, you click the Answer icon .
n The ringing stops.
n You are connected to the calling party.
n Now you see a Transfer , Hold , Release  and
Conference  icon on the call bar.
 
  The icons themselves are displayed as needed.  If an icon cannot be used on
the current call, it is removed from the call bar.  This allows you to quickly
access all of the appropriate functions, while removing any clutter from the
screen.
  To hold the call, you click its Hold icon .
n The call is placed on hold.
n The Transfer , Hold , Release  and Conference icons disappear.
n A Retrieve icon  is displayed on the call bar.
n The timer on the left side of the call bar keeps track of the call’s hold cycle
and hold time.  The hold cycle tells you how many times this call has been
placed on hold, and the hold time tells you how long it has been on hold in
the current cycle.
n The call bar itself changes to pink.  This indicates that the call is on hold.  If
the call bar were to turn red, this would indicate that the call had been on
hold for longer than a preset threshold.
  To retrieve the held call, click the Retrieve icon .
n The held call is retrieved.
n The Retrieve icon  disappears.
n The Transfer , Hold , Release  and Conference icons are redisplayed on the call bar.
  There are two checkboxes located above the call bars, labeled Tones and Auto
Transfer.  You can check or uncheck these boxes to temporarily enable or
disable the sending of audible tones during normal dialing, and to enable or
disable the Auto Transfer capability. 
						

							Understanding PC Console2-8   Issue 2.5   October 1999  Some applications and components (like voice mail) require that tones be sent,
or not sent.  However please note that if Auto Start is administered on your
switch, you must specify that tones are not sent during dialing.  Therefore, you
would leave the box unchecked.
  The last portion of the screen is the Alarm and Status Panel.  It is located in the
lower right corner of your screen, and exists strictly to give you feedback
information.  There may be up to six messages displayed in this area:
n Alarm indicates a system problem has been detected.
n Alarm Reported indicates that the system has alerted the maintenance
organization of the detected problem.
n Calls Waiting indicates that one or more calls are waiting in the general
attendant queue.
n Calls Waiting Warning indicates that the number of calls in the queue has
reached a preset threshold.
n Individual Calls Waiting indicates that one or more calls directed to your
personal extension (not the “0” extension) are waiting.
n Position Available indicates that your position is available to receive calls.
All of the procedures you will use for general call handling are outlined, in detail,
in Chapter 5, “Console Operations.”  If you are a new user, be certain to read all
of Chapter 5 to become proficient as a PC Console attendant.  Once you are
comfortable with these new procedures, you may prefer the Quick Reference
card, as a reminder.
And once again... welcome to PC Console! 
						

							Console Administration3Issue 2.5   October 1999   3-1 OverviewThe term “Console Administration” refers to a collection of procedures.  These
are the procedures that you, as System Administrator, will use to define your
environment.  This includes identifying the users who are authorized to access
the PC Console system, and specifying how the buttons are configured at the
switch by configuring them the same way within the PC Console software.
In addition, you can decide what language each user will see on the PC Console
screens.  You can also modify an existing language set to conform to a local
dialect; or, if necessary, create an entirely new interface language.  The terms
that you define will appear on PC Console’s operating screens.  NOTE:
If you are upgrading your PC Console installation, refer to
Chapter 2, “Installation,” for the procedures to upgrade your
database information and any available custom languages. 
						

							Console Administration3-2   Issue 2.5   October 1999 Accessing the Console Administration
AreaTo access the console administration area:
1. Close any open PC Console application.
2. From your Desktop or the Program Manager screen, locate the
PC Console program group (or the program group containing the
PC Console application icons).
3. Double-click on the Console Administration icon.
n The entry window is displayed.
4. Type the system name and password.
5. Click OK or press ENTER.
n The Console Administration screen is displayed.
Assigning Attendant Profiles and
PasswordsThe Attendant Management folder allows you to add, change, or delete profile
information for yourself, or for any other PC Console attendant.
To add a new attendant:
1. Click the Attendant Management folder.
2. Click Add.
3. Type a login name for the new user and press ENTER.
n The highlighting moves to a button labeled Password.
4. Click ENTER.
5. Type the password that the user will require to gain entry to
PC Console, then press ENTER.
6. Re-type the new password (for verification purposes), and again press
ENTER.
7. Select the appropriate responses to each of the following.  This profile
information will be saved, along with the new user’s name and
password.
¾ Language.  Select an interface language for the user.  The
language that you specify will determine what the user sees on
the PC Console administration and operating screens, as well
as prompts, messages, and other information. 
						

							Console AdministrationIssue 2.5   October 1999  3-3 ¾ Auto Transfer.  Check this box if the user wants calls to be
transferred automatically; without operator announcement.
This feature reduces the number of steps required to transfer a
call.
 
   NOTE:
  If Auto Transfer is not enabled for a particular
attendant, the attendant can temporarily override
this instruction by checking a box labeled “Auto
Transfer” on the PC Console Operations screen.
Checking this box will cause all calls to be
transferred automatically until the box is unchecked
again.
¾ Help Tip Visible.  Check this box if the user wishes to see the
“Help Tips” that provide a short description of the button over
which the cursor is positioned.
8. Click Save.
n The new user and his/her profile are added to the list of authorized
PC Console attendants.
To delete an existing attendant:
1. Click the Attendant Management folder.
2. Highlight the name of the user that is to be deleted.  NOTE:
It is not possible to delete your system name in the list of users.
3. Click Delete.
n A message box asks for confirmation of this deletion.
4. Click Yes.
n The user’s name and profile are deleted from the list of authorized
attendants.
To change the profile for an existing attendant:
1. Click the Attendant Management folder.
2. Highlight the name of the user whose profile is to be modified.
n The screen displays profile information for the highlighted user. 
						

							Console Administration3-4   Issue 2.5   October 19993. Make the appropriate changes to the following profile information:
¾ Language.  Select an interface language for the user.  The
language that you specify will determine what the user sees on
the PC Console administration and operating screens, as well
as prompts, messages, and other information.
¾ Auto Transfer.  Check this box if the user wants calls to be
transferred automatically; without operator announcement.
This feature reduces the number of steps required to transfer a
call.
 
   NOTE:
  If Auto Transfer is not enabled for a particular
attendant, the attendant can temporarily override
this instruction by checking a box labeled “Auto
Transfer” on the PC Console Operations screen.
Checking this box will cause all calls to be
transferred automatically until the box is unchecked
again.
¾ Help Tip Visible.  Check this box if the user wishes to see the
“Help Tips” that provide a short description of the button over
which the cursor is currently positioned.
4. Click Save.
n The user’s modified profile is saved.
Identifying Button FunctionsAdministering the buttons for PC Console is one of the steps required to define
your operating environment.  Use the following procedures to specify how the
buttons are configured at the switch, by configuring them the same way within
the PC Console software.
It is important to recognize that this area of PC Console is strictly used to
indicate to the attendant how your switch is configured.  If you reconfigure button
functions at the switch, you must likewise reconfigure the corresponding
PC Console buttons.  Otherwise, the PC Console user will have no way of
knowing that the function assigned to the button has changed.  Changing the
label alone, within PC Console, does not inherently change its function at the
switch.
To access the Button Identification area of PC Console:
1. From the Attendant Management folder, click the tab labeled Button
Identification.
n The Button Identification screen displays your options.  Here, you
can identify the buttons associated with any of the following: