NEC Attendant Management System Operations Manual

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Attendant Management System Operations Manual Introduction
Logging In To a Static 
Terminal (continued)Depending on access privileges set up for the login name and the AMS 
configuration at the site, one of the following appears:
If the login name has Supervisor privileges, the full AMS menu appears, as 
shown in Figure 1-9 on page 10.
If the login name has Attendant privileges and the system is configured to 
display the Call Processing screen, the Call Processing screen appears, as 
shown in Figure 3-1 on page 37. 
If the login name has Database privileges, the Main Menu appears allowing the 
attendant to enter Call Processing, Database Administration, or exit the system.
If the system is not configured to automatically display the Call Processing 
screen, entering a login name with Attendant privileges displays a menu giving 
only the options to enter the Call Processing screen or exit the AMS.
Logging In From a 
Network TerminalType ams at the login prompt and press Enter to log in at the UNIX level. Enter 
the password at the prompt if a password prompt appears. (Some systems do not 
use access security at this level.) 
Once you are logged in at the UNIX level, the AMS password entry screen appears 
as shown in Figure 1-5 below. 
Figure 1-5   Password Entry Screen for Network Terminals
The AMS checks to see if the attendant is logging in from a static terminal or a 
network terminal. If the AMS determines that the attendant is logging in through a 
network, it checks the attendant’s unique Attendant ID in the database for the 
attendant’s information.
Attendant Management System 
 *** NEC Proprietary ***
  to accept,  to quit
 Attendant ID:
 Login Name:
 Password:Wed Feb 2 11:23 am 
						

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Introduction Attendant Management System Operations Manual
Logging In From a 
Network Terminal 
(continued)At the Attendant ID prompt, type your Attendant ID and press Enter. If the 
Attendant ID is found in the AMS database, a window displays the information 
associated with that Attendant ID to confirm that the Attendant ID is correct, as 
shown in Figure 1-6 below. 
Figure 1-6   Attendant ID Confirmation
If the information is not correct, use the available terminals are listed as shown in 
Figure 1-7.
Figure 1-7   Selecting the Attendant ID
Attendant Management System 
 *** NEC Proprietary ***
  to accept,  to quit
 Attendant ID:
 Login Name:
 Password:Wed Feb 2 11:23 amConfirmation:
 Personal Ext:
Virtual Ext:
Physical Ext: 35213432 3412 Attendant 2
2
Attendant Management System 
 
 
       
           
                         
           
             
             
             
            
             
              Up/Down Arrows to move,  to Select,  to quit                                                                                                          ATTENDANT 12
ATTENDANT 1
1036
1055
1066Wed Feb 2 11:23 am
1023 Att Lgcl Num Device
1024
ATTENDANT 2 1026
ATTENDANT 4
ATTENDANT 7
ATTENDANT 8/dev/null
/dev/null
/dev/null
/dev/null
/dev/null
/dev/null 
						

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Attendant Management System Operations Manual Introduction
Logging In To a 
Network Terminal 
(continued)Use the arrow keys to highlight the entry that corresponds to your physical location 
and phone and press Enter to select the Attendant ID. If there is not an Attendant 
ID displayed for your physical location and phone, press Esc and exit the program. 
Contact the Supervisor to add a new entry for this location.
Note:
To enter AMS, you must type your login name and password exactly as configured 
by the Supervisor through the Login Name Maintenance option on the AMS Main 
Menu. (See Chapter 6, “Login Name Maintenance,” on page 95 for more 
information.)
At the Login Name prompt, type your login name and press Enter. The cursor 
moves to the password prompt. Type your password and press Enter to enter the 
AMS.
Depending on access privileges set up for the login name and the AMS 
configuration at the site, one of the following appears:
If the login name has Supervisor privileges, the full AMS menu appears, as 
shown in Figure 1-9 on page 10.
If the login name has Attendant privileges and the system is configured to 
display the Call Processing screen, the Call Processing screen appears, as 
shown in Figure 3-1 on page 37. 
If the login name has Dababase privileges, the Main Menu appears allowing the 
attendant to enter Call Processing, Database Administration, or exit the system.
If the system is not configured to automatically display the Call Processing 
screen, entering a login name with Attendant privileges displays a menu giving 
only the options to enter the Call Processing screen or exit the AMS.
Note:
If you entered 0
 at the Attendant ID prompt, your login name must have 
supervisory privileges. (See “Password Security” on page 5 for more 
information.)
Logging Out
To exit the AMS, press Q or Esc from the main menu, as shown in Figure 1-9 on 
page 10.
The supervisor can configure the AMS to log out inactive attendants after a specific 
amount of time through the 
Inactivity Time-out (mins) field in the Timer 
Configuration screen. If a key is not pressed on the attendant’s keyboard after the 
specified amount of inactivity and the attendant is not processing a call, a warning 
message appears alerting the attendant to the amount of time left before being 
logged out. The supervisor can also configure the number of seconds of warning 
before automatic logout. (See “Timer Configuration” on page 110 for more 
information.)
Figure 1-8   Inactivity Advance Warning Message
WARNING:in 10 seconds.
Press any key to continue
You will be automatically logged out 
						

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Introduction Attendant Management System Operations Manual
Screen Format
The AMS Main Menu displayed in Figure 1-9 illustrates the areas of the screen that 
are common to all levels of the menu hierarchy. These areas are identified in the 
figure by letter and described below.
Figure 1-9   AMS Main Menu
Header (a)
The top line contains the name of the menu system (Attendant Management 
System), identification of the attendant console (in this case, supervisor), and a 
time and date notation.
Interactive Window (b)
This is the working area of the screen where many different formats are 
displayed, including lists of choices, data input windows, and information 
displays. When the Call Processing option is displayed, this area is further 
divided into multiple working areas, depending upon the function selected. This 
section, and its subsections, display available commands, or actions, and 
instructions in the use of the screen display. (See Chapter 3, “Call Processing,” 
on page 37 for more information.)
(c) (a)
(b)
Calls Q’d Attendant Status Attendant Management System
Call Status
Trnfr
      
Supervisor
Tue Aug 17 09:02 am
    *** Main Menu ***
Database Administration
Extension Maintenance
Login Name Maintenance
Real-Time Screening
System Configuration
Display Configuration
Quit >
 Arrow keys to move cursor,  to select,  to quitDS 
						

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Attendant Management System Operations Manual Introduction
Screen Format (continued)
Status Area (c)
The bottom portion of the screen contains labeled areas with notes on functional 
status and messages about call processing. This portion of the screen is always 
displayed during a login session, whether the attendant or supervisor is 
performing call processing or administrative functions. This area includes the 
following subsections:
Attendant Status – generally used for continuous display of messages that 
reflect call processing selections or current database or system 
administration functions. For instance, this area would display the name of 
the person who does not answer in the direct transfer of a call. It would also 
show the “on-line” or “off-line” status of the system. Error and function 
completion messages also appear in this area.
Call Status – displays messages about all current call events. For instance, 
the message “Extension Busy” shows an attempt to perform a Directory 
Assistance transfer to an off-hook extension.
Trnfr (Transfer) – makes it possible to select either of these two types of 
transfers:
Screened (S)–A screened transfer places the source caller on hold with 
music while the attendant call is being placed to the des-
tination number. The attendant hears a ring-back tone 
(RBT) while the destination station phone is ringing. 
The attendant is connected to the destination station 
when it is answered.
Direct (D)–A direct transfer causes the source caller to hear a RBT 
while the destination station phone is ringing. The atten-
dant is automatically disconnected from both parties. 
The source caller is directly connected to the destination 
party without attendant screening of the transfer.
The default transfer type is set through the Configuration Management 
option on the supervisor Main Menu. The type of transfer in effect is 
highlighted. 
						

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Attendant Management System Operations Manual Installation And Setup
Chapter 2 Installation And Setup
Introduction
This chapter provides a step-by-step description of the installation and setup of the 
Attendant Management System. The following steps must be taken before AMS 
can be installed:
1. Install SCO UNIX.
2. Install hardware and software for the:
(a) Workstation
(b) Tape drive
(c) Modem
3. Install the Applications Manager (APM).
4. Install Informix Online Database Version 5.0 and in accordance with the 
Informix On-Line Database Installation Manual.
5. Create AMSSPACE.
Installation and setup of AMS is presented in the following sections:
Software Installation
This section discusses installation and configuration of the AMS software 
components on the User Application Processor (UAP).
APM Application Configuration
AMS is internally supported by the APM and must therefore be set up in the 
APM environment. This section presents a detailed description of the required 
setup. Use the instructions provided in the APM Operations Manual t o  m a k e  t h e  
entries described in this section.
APM Database Support
AMS provides three default APM databases which are loaded during software 
installation. These databases can be changed through the APM Database 
Administration option. This section defines the fields and entries that are 
contained in this database. Use the instructions provided in the APM Operations 
Manual to make any required changes to the database presented in this section.
MAT Assignments
Specific data settings must be assigned at the NEAX2400 Maintenance 
Administration Terminal (MAT) before AMS will function. This section 
specifies the required commands and the values at which they are to be set.
Preparing Attendant Stations 
Initialization of the AMS components begins in the APM menus. Then, the first 
attendant station must be configured. These two steps enable you to enter the 
AMS menus described in this section. This section also details how to display 
the AMS login screen at all times and how to change hot-key access to 
enhancement applications.  
						

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Installation And Setup Attendant Management System Operations Manual
Introduction (continued)
Checking Installation
The Applications Manager Operations Manual provides detailed instructions 
for using the APM menus and for completing the data entry screens shown in 
this manual. NEAX2400 IMS system manuals provide the procedures for 
making the data assignments at the NEAX MAT.
Software Installation
This section describes the installation of AMS software from the release media and 
describes the required AMS software configurations. Required input is shown in 
boldface type.
Begin installation of AMS software from the Applications Manager (APM) 
Platform Administration Main Menu. To display this menu, type in the login 
apmadm at the UNIX prompt and press 
Enter. When prompted, type the assigned 
password and press 
Enter. Using instructions in the APM Operations Manual, 
select and implement the Installation of Applications/Packages option from this 
menu to load AMS software from release media. As the installation process 
executes, follow the steps described below as they correspond to the screen display 
and enter information as directed.
Step 1: Super User 
(Root) Password
Figure 2-1   Super User Root
Enter the assigned root password. If an invalid password displays, the message 
“Error entering su password. Installation failed”
 appears, and the installation 
aborts.
If a valid password is entered, the following four prompts appear. (A few seconds 
pass between each one.)
Figure 2-2   Status Message (1 of 4)
Installation requires Super User (root) privileges.
Press Enter root Password: 
Checking Informix Database installation 
						

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Attendant Management System Operations Manual Installation And Setup
Step 1: Super User 
(Root) Password 
(continued)
Figure 2-2  Status Message (2 of 4)
Figure 2-2  Status Message (3 of 4)
Figure 2-2  Status Message (4 of 4)
Step 2: ams/amsadm 
Login Names
The ams and amsadm login names are installed with the same user IDs. (Defaults 
are 4020 and 4021, respectively.) Any change in the user ID value must be made 
for both login names. Press Enter at the user ID prompt to accept the default value.
Figure 2-3   Login Name Installation (1 of 4)
After entering the AMS user ID, the following status messages appear:
Figure 2-3  Login Name Installation (2 of 4)
Installing Informix boot up script
Starting Infomix Database engine
Installing amsadm getty definition on SCO UNIX.
Installing ams user on SCO UNIX.
Enter (ams) user id {4020}: 
Installing ams user on SCO UNIX.
Enter (ams) user id {4020}: 
User (ams) installed. 
						

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Installation And Setup Attendant Management System Operations Manual
Step 2: ams/amsadm 
Login Names 
(continued)Then AMS prompts for entry of an amsadm user ID. Press Enter at the user ID 
prompt to accept the default value:
Figure 2-3  Login Name Installation (3 of 4)
After entering the amsadm user ID, the status messages shown below appear, with 
a few seconds elapsing between lines:
Figure 2-3  Login Name Installation (4 of 4)
The following status messages then appear:
Figure 2-4   Status Message (1 of 2)
Figure 2-4  Status Message (2 of 2)
Installing amsadm user on SCO UNIX.
Enter (amsadm) user id {4021}: 
Installing amsadm user on SCO UNIX.
Enter (amsadm) user id {4021}: 
User (amsadm) installed.
Updating application crontab files
Installing application files [****** ]