NEC Attendant Management System Operations Manual
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NDA-30046 Revision 4.0Page 57 Attendant Management System Operations Manual Call Processing Call Parking The Park command is used to place a source caller on either an announcement trunk or a monitored number for paging purposes. When the Park command is used, the Call Parking window is displayed over the Operator Functions screen. The Source area below it contains information about the caller. Figure 3-18 Park A Caller (1) ORBIT: 52000 3 *** Operator Functions *** Press letter for function, or for incmg Calls Q’d Attendant Status Attendant Management System Call Status Trnfr S Source *** Loops *** 1 2 4 6 7 8 9 3 50 5 02Conn Press’L’ and loop number to connect Attendant-1 Tue Aug 17 09:02 am Cancel Hold Release Busy CampSource Dest Talk OverrideJoinPark Directory Message Idle DestinationIdle D Thompson, J Title: Bldg/Floor: Messages: Comment:(2) Page Name:*** Call Parking *** to park, to quit Parked Name: Park 5317 VP of Sales Admin/3rd No calls 9:00-10:00 am 2Thompson, J Forward DND
Page 58NDA-30046 Revision 4.0 Call Processing Attendant Management System Operations Manual General Information To park an incoming call, select the Park command, type the name of the party to be paged, and press Enter. These are the characteristics of call parking: Using the name of the party being paged when parking a call makes retrieving the call easier when the paged party responds. This name also appears in the Attendant Status window. If the paged party does not answer the page within the allotted time, the call is recalled and answered. The Parked Name field in the window is filled in automatically with the name of the source caller. If the source caller name is not available, the cursor moves to this field. The attendant may type the name or press Enter while the field is still blank. Parking a call places it in a pool of parked calls on an announcement or music trunk. Any attendant may retrieve the call when the paged party responds. The paged party may also dial a meet-me page number to join automatically with no operator intervention. Once a caller is parked, the attendant station is released from the call, returned to the Call Processing screen, and ready for the next call. Parking a call does not require an available loop. Cancel Call ParkingWhen the Call Parking window is open, press the Esc key to cancel the call parking function, close the window, and redisplay the Operator Functions commands without affecting the source caller. Orbit Number RetrievalThe Orbit Number can be announced in the page as the number for the paged person to call to automatically retrieve the parted call. If this Orbit Number is not included in the page, retrieve the parked call when the paged person responds using the Join Park command. (See “Parked Call Retrieval” on page 59 for more information.) Note: Orbit numbers are set up through the System Configuration option on the Super- visor’s Main Menu. (See “Orbit Numbers” on page 117 for more information.) Procedure Action Result After an incoming call is answered and source information is displayed, enter p to select the Park command.The Call Parking window appears. Type the name to be paged and press Enter. Note: Use the up and down arrow keys to move between the two fields in the Call Parking window. The cursor moves to the Parked Name field for data entry. You can enter new name, leave the existing name, or leave the field blank. Press Enter to accept the field as displayed, park the source caller on a music or an announcement trunk, and clear the screen.
NDA-30046 Revision 4.0Page 59 Attendant Management System Operations Manual Call Processing Parked Call Retrieval The JoinPark command retrieves a parked caller for connection with a paged party or to an idle attendant. Figure 3-19 Join Park Command General Process Retrieve a parked call by selecting the JoinPark command and then entering the name of the party who was paged at the prompt. The AMS searches the parked calls and alphabetically displays any that match the entry. Move the highlight to the desired name using the arrow keys. Direct Join–Press Enter to connect the parked party and the paged party, release the connection, and redisplay the Incoming Calls screen. Attendant Join–If there is no source caller or party responding to a page, and the attendant station is in “Idle” status, press Enter to set up a two-way call with the selected parked caller. Display FieldsThe Parked Call display lists each parked call alphabetically by the paged party name. Each parked call record includes the name of the parked caller (if known), the orbit number that can be dialed by the paged party for direct connection (if any), and the number of the attendant who parked the call (Att). If a call is being recalled, it has a Held and a Rls/Rcl time and can be retrieved for a Join. If the parked party has abandoned the call, there is no Held time shown—only a Release time. (3) (1) (2) 3 *** Operator Functions *** Press letter for function, or Calls Q’d Attendant Status Attendant Management System Call Status Trnfr S Source Connected *** Loops *** Attendant-1 Tue Aug 17 09:02 am Cancel Hold Release Busy CampSource Dest Ta l kPark Directory Message D Override Main Number Comment:’How may I be of Comment: No employee home Comment: Closed weekends. Comment: JoinPark to search, to return to command line Enter Paged Name: Tal Paged Allen, Chris Enter Paged Name: Tal Bright, Michael Green, Mrs. Miller, Margaret Milke, Kim Ta l b o t , L i s a52001 52002 Rault, Jeremy 52012 52014 Collins, Joanna 52003 Smith, Terry:15 :45 1:20 :05 2:052 1:40 5201109:01:35 21 4 1 Up/Down arrows to select, to retrieve, to quitParked AttOrbit Held Rls/Rel 1 Forward DND
Page 60NDA-30046 Revision 4.0 Call Processing Attendant Management System Operations Manual Cancel and ExitPress the Esc key at any time to cancel the call park retrieval function and return the screen to the display from which the retrieval was initiated. Escaping the Call Park Retrieval window, however, does not release the paged caller. Record StorageNote that records of successfully joined calls are automatically deleted from the database. Abandoned call records remain for the amount of time configured in the Clean olddb Records field of the Timer Configuration option. (See “Timer Configuration Field Definitions” on page 111 for more information.) Parked Call Recall If a call is parked beyond the allowed time limit, AMS returns it to the attendant stations as a “ParkT.O.” on the Incoming Calls screen. These calls have a Held time and a Rls/Rcl time and can still be joined. Parked Call AbandonIf a parked caller hangs up, or abandons, before the paged party is joined, the call continues to be displayed in the Parked Call List for the amount of time that the supervisor configured in the Clean olddb Records field of the Timer Configuration option. When the JoinPark command is initiated, any abandoned calls have a time entered under the Rls/Rcl field that shows when the party abandoned the call. Notice that they do not have a Held time entry. This call listing is automatically removed from the display after the amount of time configured in the Clean olddb Records field of the Timer Configuration option. (See “Timer Configuration Field Definitions” on page 111 for more information.) If it is deleted by AMS while the list is displayed, the next time the information is updated, the call is no longer included. Procedure Action Result After an incoming call is answered and source information is displayed, enter j to select the JoinPark command.The “Enter Paged Name:” prompt appears, highlighted for data entry. Type all or part of the name of the paged party, and press Enter. To display the entire list, press Enter when the blank entry field is highlighted.The parked calls that match the designated pattern appear. Using the up and down arrow keys, move the highlight to the desired parked call. If more than one screenful of names is found, press the down arrow key to scroll up and the up arrow key to scroll down. Press Enter to begin retrieval.The paged and parked parties are connected. The Incoming Calls screen redisplays, ready for the next call.
NDA-30046 Revision 4.0Page 61 Attendant Management System Operations Manual Call Processing Directory Assistance The Directory command accesses the AMS directory assistance database to identify the destination of a call. Select this command from Operator Functions when the station is in “Idle” status or while the attendant is connected to a source caller. Figure 3-20 Directory Command General Process When a call is answered, AMS automatically displays any source information available on that calling number under Source Name. Select the Directory command to display a prompt requesting a name or number as a pattern for a database search. This pattern can consist of as much as the entire name or number or as little as the first letter or digit. AMS searches the database and displays the matches that it finds. Note: The database of names is case-sensitive. To avoid pressing the Shift key, enter the names into the database in all caps. Select the desired destination from the list, and AMS automatically transfers the call. Expansion of Current Selection To display additional information about the current selection, highlight the desired record and press the Tab key. Any additional information about the selection appears in a window positioned over the list. Use the Tab key to select a numeric field and dial it, and use the Enter and Esc keys to exit the window. (3) (1) (2) 3 *** Operator Functions *** Press letter for function, or for incmg Calls Q’d Attendant Status Call Status Trnfr S Source Connected *** Loops *** Cancel Hold Release Busy CampSource Dest Ta l kPark Message D Override Main Number Comment:’How may I be of Comment: No employee home Comment: Closed weekends. Comment: JoinPark 3 Calls Q’d Call Status Trnfr S DestinationIdle D Employee Atherby, Jim Enter Name or Extension: At Atkinson, Kimberly Atley, Mike Attendant-2 Attison, Gary32001 56839 34298 Up/Down arrows to select, to transfer, to expand, to quitSuite G 4th Floor #3772 Administration Office Floater, Maintenance Crew Human Resources Dept. 19870 More 1 2 4 6 7 8 9 3 50 5 02Conn to search, to return to command line Enter Name or Extension: At Note Number Attendant Management SystemAttendant-1 Tue Aug 17 09:02 am Directory Forward DND
Page 62NDA-30046 Revision 4.0 Call Processing Attendant Management System Operations Manual Type of TransferUse the left and right arrow keys to select between a direct and a screened transfer. If you select a direct transfer, press Enter to transfer the source caller to the currently selected extension. The attendant is released, and the cleared Operator Functions screen reappears. If you select a screened transfer, the source caller is placed on hold and hears music. The Attendant can stay on the line as long as desired and must release or cancel the call or put the callers into conference by choosing Talk from the AMS Operator Function menus. Operator release connects the source and destination parties. Destination InformationThe AMS database contains employee data, internal locations, external numbers, and attendant numbers. The procedure for transferring a call to any of these destinations is the same, such as entering the search pattern, selecting the name from the list, and transferring the call via direct or screened method. The internal, external, and employee destination information is configurable. Attendant information consists of name and number. (See “Directory Window” on page 133 for more information.) Off-Line ModeIf for any reason the OAI link is down, AMS still performs the Directory Assistance search and displays the destination information, but the call must be placed manually from the attendant station. Once the OAI link is re-established, all functions return to normal.
NDA-30046 Revision 4.0Page 63 Attendant Management System Operations Manual Call Processing Procedure Action Result Enter i to select the Directory command The “Enter Name or Extension:” prompt appears, highlighted for data entry. Type the name or the extension to be called and press Enter. Note: The database search can be performed with as little as the first letter of the name or the first digit of the number. The search is case-sensitive. The database is searched for matches to the letter(s) or number(s) entered. Those names or numbers matching the designated pattern appear in the destination area. If destination is displayed in list: Using the up and down arrow keys, move the highlight to the desired name or number. If more than one screenful of names is found, press the down arrow key to scroll up and the up arrow key to scroll down. Press Enter to begin transfer of the call to the selected destination. If destination is not displayed in list: Press Esc to position the cursor at the “Enter Name or Number” prompt. Type a new search pattern and press Enter. When the results are displayed, use the up and down arrow keys as described above to select the destination and press Enter to transfer the call.The transfer begins according to the type of transfer shown in the Trnfr window. If the transfer is Direct: The attendant station is automatically released from the call and cleared of all information as long as the number dialed is an extension. If the chosen number is an Employee record with a unique extension on a remote PBX, the operator will see a pop-up window allowing him or her to press c to cancel. This connects back to the source caller as if the destination dialed is busy. The operator can also press any other key or wait ten seconds to release the call. If the call is external, the AMS forces a screened transfer regardless of Trnfr window display. If the transfer is Screened: The call must be released, joined, or cancelled via the operator functions screen. If internal transfer is occurring, the loops reflect “Held” for source and “Ring” for destination until answered. Then they show “Src” and “Dest.” External calls are always screen-transferred with the loops reflecting “Src” and “Dest.”
Page 64NDA-30046 Revision 4.0 Call Processing Attendant Management System Operations Manual Messaging Use the Message command to record messages for employees, display messages for the current source caller, print messages for employees, or delete the displayed messages. Figure 3-21 Message Command General Process Select the Msg command and then choose to take, retrieve, or print messages. After selecting the action at the prompt. enter the name or extension of the desired party at the prompt. The AMS searches the directory and alphabetically displays any matching entries. Move the highlight to the desired name using the arrow keys and press Enter. The appropriate screen for that action will then appear. Refer to the following pages for a detailed description of these processes. Procedure 3 *** Operator Functions *** Press letter for function, or for incmg Calls Q’d Attendant Status Attendant Management System Call Status Trn fr S Source Connected External *** Loops *** 1 2 4 6 7 8 9 3 50 5Conn ’L’ and number for loop Attendant-1 Tue Aug 17 09:02 am Cancel Hold Release Busy CampSource Dest Ta l kPark JoinPark Directory Destination Idle D Override Main Number 5/1 Comment:’How may I be of service?’ Comment: No employee home numbers. Comment: Closed weekends. Comment: (3) (1) (2) Enter Name or Extension: to search, to return to command line Ta l MessageTake__MsgRtrv Quit Forward DNDPrint Action Result Enter m to select the Message function. (1)Three commands, Take_Msg, Rtrv, and Print, display. (2) Refer to the following pages for information about these two commands. To exit the function, press Esc. The Operator Functions area appears.
NDA-30046 Revision 4.0Page 65 Attendant Management System Operations Manual Call Processing Message TakingUse the Take_Msg command to record a message for an employee. Take_Msg uses both free entry of a message and pre-defined messages configured in the Display Configuration option. (See “Predefined Messages” on page 135 for more information.) Figure 3-22 Take A Message General Process Select the Take_Msg command to begin taking a message, then enter the name or extension of the desired party at the prompt. The AMS searches the directory and alphabetically displays any matching entries. Move the highlight to the desired name using the arrow keys and press Enter. The Message Taking screen appears, displaying the prompts configured through the Display Configuration option on the Main Menu. Type the information in the Name, Company, Phone, and Extension fields. To select a pre-defined message, move the highlight into the first Note field, then select the desired message from the pop-up window that contains the list of pre-defined messages configured through the Display Configuration option. (See “Predefined Messages” on page 135 for more information.) The selected message appears in the current Note field. To manually type a message, move the highlight into the Message field, then type the message in the highlighted area. Press Enter to exit the Message field, post the message, and return to Operator Functions. 3 *** Operator Functions *** Key letter for function, or for incmg Calls Q’d Attendant Status Attendant Management System Call Status Trnfr S Source Connected *** Loops *** 1 2 4 6 7 8 9 3 50 5 02Conn ’L’ and number for loop Attendant-1 Tue Aug 17 09:02 am DestinationIdle D Main Number Comment:’How may I Comment: No employee home Comment: Closed weekends. Comment: (4) (1) (3) Employee Number Note Atherby, Jim Enter Name or Extension: At Atkinson, Kimberly Atley, Mike Attendant-2 Attison, Gary32001 56839 34298 Up/Down arrows to select, to transfer, to expand, to quiSuite G 4th Floor #3772 Administration Office Floater, Maintenance Crew Human Resources Dept. 19870 MoreTo :*** Message Taking *** to post, to cancelTelephoned Called to See You Desires to See You Please Call Will Call Again Urgent Returned Your Call From: Company: Phone: Extension: Note: Note: Message:Atherby, Jim Sanderson, F (310) 555-2319 Business Supplies, Inc. Telephoned 8390 Cancel Hold Release Busy CampSource Dest Ta l kPark JoinPark Directory Override Message Forward DND(2) Ta ke _ _ M s gRtrv QuitPrint
Page 66NDA-30046 Revision 4.0 Call Processing Attendant Management System Operations Manual No Caller If the Take_Msg command is selected in the absence of a source caller, the procedure is the same except that the cursor is positioned on the From field for entry of the name of the message sender. Leave any fields except the From and the first Note fields blank by pressing Enter. Procedure Action Result Press Enter to select the Ta k e_Msg command. (2)The “Enter Name or Extension:” prompt displays, highlighted for data entry. Type the name or extension of the employee and press Enter. Note:The database search can be per- formed with as little as the first letter of the name or the first digit of the number. The database is searched for matches to the letter(s) or number(s) entered. Those names or numbers that match the designated pattern are displayed in the destination area. Use the up and down arrow keys to move the highlight to the desired name or extension. If more than one screenful of names is found, press the down arrow key to scroll up and the up arrow key to scroll down. Press Enter to select the highlighted record.The Message Taking window appears with the employee’s name in the To field and any known source caller name in the Fro m field. Type information to the displayed fields, pressing Enter after each. When the highlight moves to the Note field, a pop-up window displays the list of pre-defined messages (via the Display Configuration option) with a highlight bar on the first option. Use the arrow keys to move the window highlight to the desired pre-defined message. Press Enter to place that message in the current Note field. Continue until all desired pre-defined messages are placed in a field.When the highlight moves into the Message field, the field size expands to allow manual entry of a message. Manually enter the message. Press Enter only after the message has been fully entered.The Message Taking window disappears, the message is shown as posted, and the screen displays Operator Functions.