Lucent Technologies DEFINITY PC Console Release 2.5 Users Manual

							  Directory Administration
   Issue 2.5   October 1999  4-3   When PC Console is first installed, it includes an empty database file named
dir1.md.  This database file contains the following fields:
n Last Name
n First Name
n Phone
n Notes
n Field 5
n Field 6
n Field 7
  You can choose to use, or not use, this predefined database structure as the
foundation for your PC Console directories.  You can likewise choose to use, or
not use, the predefined fields.  However, we strongly recommend that all
directories used by PC Console include at least the first three fields to allow the
greatest possible PC Console functionality.
  Once you have defined your basic database structure in MasterDirectory, you
will need to perform some indexing.  This only needs to be performed once,
unless your database structure should change.  You will also need to repeat this
procedure before updating your database using the Upload feature.  To initiate
this process, select Settings-Indexes from the MasterDirectory menu bar.
n Index your fields — Although it is not required, we recommend that you
index all of your fields, with the exception of any Notes fields.
  You will also need to specify how the various fields are to be used.  Select
Settings-MDAccess from the MasterDirectory menu bar.  Be certain to:
n Specify which Notes field is the default — This is the Notes field used to
populate the Second Party Display and PC Console directory window.
n Specify which field can be dialed — This is the phone number that PC
Console dials when the user clicks the Call button or presses ENTER.
n Specify which fields should be displayed — These are the fields that will
be displayed in the upper section of the PC Console directory window.
n Specify which fields should provide detail — These are the fields that will
be displayed in the lower part of the PC Console directory window when the
user highlights a record.
Again, please refer to the PhoneLine MasterDirectory User’s Guide for step-by-
step instructions. 
						

							  Directory Administration
   4-4   Issue 2.5   October 1999 Importing an Upload File — A Quick
OverviewThe PhoneLine MasterDirectory User’s Guide contains the step-by-step
procedures you will follow to import an Upload file.  For your convenience,
however, a synopsis of those instructions is provided here.
To import an Upload File:
1. Access the console administration area and perform the procedure to
upload the switch’s Integrated Directory to the Upload File.  (Refer to
Chapter 3, “Console Administration” for the step-by-step procedures.)
2. Exit the console administration area.
3. Launch MasterDirectory.
4. Select File-Open from the Menu Bar.
5. Locate and click on the file named dir1.md.  Its default location is
pccon2\direc\.
6. Click OK or press ENTER.
7. Select Import-Map-Open from the Menu Bar.
8. Locate and click on the file named upload.imp.  Its default location is
pccon2\direc\.
9. Click OK or press ENTER.
10. To identify the source file, locate and click on the file named
upload.dbf.
11. Click Next.
12. If there are any errors in the displayed import map, correct those
errors now.
13. Click Next.
14. To begin the import process, click Import.
n The import process begins.  When it is complete, a confirmation
box is displayed.
15. Click OK.
16.  Click Close.
17.  Exit MasterDirectory. 
						

							Console Operations5Issue 2.5   October 1999   5-1 Operations OverviewThe procedural information provided in this chapter is divided into the following
three categories of Console Operations:
n Accessing and Exiting PC Console Operations — These are the
procedures you will use to access, login, and exit the PC Console Operations
area.
n Call Handling — These are the procedures you will use most frequently in
PC Console Operations.  This section provides instructions on answering,
placing, holding, splitting, transferring, conferencing, and releasing calls; and
using the note-taking capability of PC Console.
n Searching and Updating a Directory — These are the procedures you will
use to locate a person, based on their entry in one of the PC Console
directories.  You can search for the person based on any field, including first
name, last name, phone number, and the notes entry.  You can also call
them directly by clicking on the Call button.  This section also contains the
procedures you will need to maintain the directories — adding, changing, and
deleting individual entries that are stored on PC Console. 
						

							Console Operations5-2   Issue 2.5   October 1999 Accessing and Exiting PC Console
OperationsTo launch the PC Console Operations application software:
1. Double-click on the Console Operation icon to launch the application.
n The PC Console splash screen is displayed, followed by the
PC Console Login window.
2. Verify that the Position Busy feature button is displayed in gray.  If it
is not, click that button so that the switch forwards “0”perator calls to
PC Console.
To login as a new attendant:
Your login profile contains information about you, including your preferences for
language, Help Tips, and Auto Transfer.  To make those preferences available
to the system, however, you must either launch PC Console using your login
name and password, or identify yourself as a new attendant using the following
login procedure.
1. Select Attendant-Login from the Menu Bar.
n The Attendant Login window is displayed.
2. Enter your login name and password.
3. Click OK or press ENTER.
To change your profile information temporarily:
Your administrator has selected the language that you see on the PC Console
screens, and has established three default settings that you can override on a
temporary basis.  Specifically, you can change the settings that determine
whether Help Tips are displayed, whether Auto Transfer is enabled, and whether
audible tones are sent during dialing.  The changes you make only affect the
current session; they do not become a permanent part of your profile.
n Help Tips — You use the same procedure to toggle the Help Tips feature on
or off.  Simply select Attendant-Help Tips Visible from the Menu Bar.  If the
feature is turned on, a checkmark precedes its name on the Menu Bar.
n Tones — This checkbox, labeled Tones, appears within the Call Handling
area.  Some applications and components (like voice mail) require that tones
be sent, or not sent.  However, note that if Auto Start is administered on your
switch, you must specify that tones are not sent during normal dialing.
Therefore, you would leave the box unchecked. 
						

							Console OperationsIssue 2.5   October 1999  5-3 n Auto Transfer — This checkbox, labeled Auto Transfer, also appears within
the Call Handling area.  Check the box if you want calls to be transferred
automatically, without announcement.  This reduces the number of steps
required to transfer a call.
To exit the PC Console Operations software:
1. Select Attendant-Exit from the Menu Bar.
n Position Busy is enabled.
2. If any calls are in progress, click Yes to indicate that you want to
release those calls.
n Any calls in progress are dropped or disconnected.
n The PC Console telephone is disabled.
  Call Handling  Call Handling functions are those functions you will perform most frequently in
PC Console.  In general, these functions involve:
n Answering a call
n Conferencing multiple parties together on a call
n Holding a call
n Placing a call
n Releasing a call
n Splitting a call
n Transferring (extending) a call
n Typing notes about a call
  Answering a Call  When an incoming call arrives, your screen will display information about that
call.  The information that you actually see depends upon the configuration of
your system, and PC Console’s previous call handling status.
  When an incoming call arrives, the following occurs at the PC Console
workstation:
n You hear 1-burst repetitive ringing.
  
						

							Console Operations5-4   Issue 2.5   October 1999   NOTE:
  If your switch is administered for Automatic Answer, you will not
hear a ring.  Instead, PC Console will establish the connection for
you automatically.
n An Answer icon  is displayed on the call bar associated with the
incoming call.
n The background of the call bar changes to white.
n If the call bar associated with the incoming call is highlighted, the call bar and
the Second Party Display (at the bottom of the screen) indicate the called- or
calling-party identification, if that information is available.
n The Position Available indicator is turned off.
 
  A special type of incoming call is the emergency call.  When an emergency call
arrives, the following also occurs at the PC Console workstation:
n The Emergency feature button (if one is administered) is displayed in pink.
n An Emergency tone sounds.
n The call bar identifies the call with the abbreviation EMRG and shows the
following information:
¾ The calling party identification
¾ The number of emergency calls remaining in the queue
n A typical emergency call has this display format:
a = TOM ROBERTS EXT 3041 in EMRG QThe procedure for answering an emergency call is the same as the procedure to
answer any other call.  However, you should respond immediately to an
emergency call, placing other calls on hold if necessary.
To answer an incoming call:
1. Click the Answer icon  or highlight the call bar and press F6.
n Ringing stops.
n You are connected to the calling party. 
						

							Console OperationsIssue 2.5   October 1999  5-5 n The Transfer , Hold , Release  and
Conference  icons are displayed on the call bar that is
associated with this call.
n The Position Available indicator is turned off.
To answer a second call:
1. Click the Hold icon  or highlight the call bar and press F7 to
place the current call on hold.
n A Retrieve icon  is displayed on that call bar.
n The incoming call is automatically displayed on the next available
call bar.
2. Click the Answer icon  for the incoming call, or highlight its call
bar and press F6.
n Ringing stops.
n You are connected to the second calling party.
n The Transfer , Hold , Release  and
Conference  icons are displayed on the call bar that is
associated with this call.
Conferencing Multiple Parties
Together on a CallYou can conference up to five parties, plus yourself, on a single call.  The call to
which you add conferees can be either incoming or outgoing; however all other
calls added to the conference must be outgoing.
To set up a conference call using only the call handling icons:
1. Answer or place the call which is to be conferenced with the other
parties.
2. Click the Conference icon  or press F9.
n The Call , Hold , Release , and Forced
Release  icons are displayed on the call bar. 
						

							Console Operations5-6   Issue 2.5   October 19993. Click the Call icon  or press F6.
n You hear dial tone.
n The Split feature button is displayed in white.
n A Cancel icon  is displayed on the call bar
4. If you are dialing a telephone number, dial the outbound number.
You can use a Trunk Group button, the search and dial capabilities of
PC Directory, your keyboard, or the telephone keypad to access the
outgoing trunk and dial the call.  You can enter numbers 0 through 9,
comma, asterisk (*), and pound sign (#).
If you are dialing an extension number, you can use the search and
dial capabilities of PC Directory, use your keyboard or the telephone
keypad to dial the extension number; or click the Hundreds Group
button, then the Busy Lamp Field associated with that extension.
n The number is dialed.
n The Add  and Cancel  icons are displayed on the call
bar.
5. If the called party has answered and you are ready to add them to
the conference, click the Add icon  or press F6 to add this
person to the conference call.
n The call bar indicates the number of people on this call.
n The Call , Hold , Release , and Forced
Release  icons are displayed on the call bar.
  If the called party does not answer or does not wish to join the
conference call, click the Cancel icon  or press F7.
n The Call , Hold , Release , and Forced
Release  icons are displayed on the call bar.
6. If you want to add another person to the call, repeat this procedure
from Step 3. 
						

							Console OperationsIssue 2.5   October 1999  5-7 To drop yourself from a conference call:
You can drop yourself from a conference call without affecting the connected
parties.  The conference call itself continues, but is removed from your
PC Console display.
1. Click the Release icon , or highlight the call bar associated with
the conference call and press F8.
n The call is removed from your display, but continues undisturbed for
the remaining parties.
To end a conference call:
When you end a conference call, the call is terminated for all connected parties.
1. Click the Forced Release icon , or highlight the call bar
associated with the conference call and press F9.
2. Click Yes to confirm that you want to end the conference.
n The call is removed from your display and terminated for all
connected parties.
Holding a CallYou can put any call on hold at the PC Console workstation; including single-
party and multi-party calls.  It is possible to have a held call on each of the six
call bars.  You should hold a call if the party (or parties) may need assistance
during the call, or if you expect to reenter the call with information.
If you are holding a multi-party call, the Attendant Lockout feature can be used
to prevent you from directly reentering the call.  One of the parties on the call
must call you for assistance, via the Attendant Recall feature.  NOTE:
If a single-party call is held for longer than the switch-based timed
reminder interval, its call bar will turn red and a timed reminder tone will
sound.  Retrieve the call in the usual way, but you must handle this call
before accepting any new calls.
To hold the current call:
1. Click the Hold icon  or highlight the call bar and press F7.
n The call is placed on hold.
n A Retrieve icon  is displayed on the call bar. 
						

							Console Operations5-8   Issue 2.5   October 1999n The hold counter and timer are displayed on the left side of the call
bar.
n The background of the call bar changes to pink.
To retrieve (reenter) a held call:
1. Click the Retrieve icon , or highlight the call bar associated with
the call and press F7.
n The held call is retrieved.
n The Transfer , Hold , Release  and
Conference  icons are redisplayed on the call bar that is
associated with this call.
Placing a CallYou can place calls to extension numbers inside your system, as well as calls to
outside numbers through trunks.  The procedures required to place these calls
can be slightly different.  These procedures are outlined below.
To place a call to an inside extension:
1. Click the Hundreds Group button that is associated with the extension
you want to call, then click the Busy Lamp Field for that extension; or
Click a Call icon , then dial the extension number using your
keyboard or telephone keypad. You can enter any of the following:
numbers 0 through 9, comma, asterisk (*), and pound sign (#); or
Use the search and dial capabilities of PC Directory.  NOTE:
If the extension is displayed in dark blue, this indicates that
it is in use.  You can still place the call, but it may Call Wait
or go to a covering party.
n The background of the next available call bar changes to white.
n The call bar assigns a letter identification (such as c= ) to the call.
n The extension is dialed.