Alcatel OmniPCX Enterprise Alcatel 4059 attendant console User manual

Transcription

1 Alcatel OmniPCX Enterprise Alcatel 4059 attendant console User manual

2 This key allows the operator to switch between applications. E.g. Word or excel and the 4059 screen Hands free Key - This key will allow the user to switch handsfree mode on or off. When the function is on the light will be on and the corresponding key in the display will be shown in colour. The same key is used to switch off the function. Mute Key This key will allow the user to switch a mute / secrecy on or off. When the function is on a red light will be on. The corresponding key in the display will be shown in colour. The same key is used to switch off the function. Loudspeaker Key This key will allow the user to switch the loudspeaker facility on or off. When the loudspeaker is on the red light on the key will be on. The corresponding key in the display will be shown in colour. The same key is used to switch off the function. Volume + and keys, used to increase or decrease the loudspeaker volume The LED s on the keyboard will light red when the function is on. For example is the Console is in Automatic Answer mode Store Redial key, allows user to add or erase numbers stored in a memory Last number redial. Allows user to access 1 of 10 last numbers previously dialled Release key. This key will end an existing call. Hang Up key.

3 Ring extn key. This key is used to ring an extn either if the Console operator is just making an internal call to the extn or if they are transferring a call and want to announce it first. Broker Key. This allows the operator to switch back and forth between 2 calls. They can be both internal calls or 1 external and 1 internal. Every time the key is pressed one side of the screen will go light grey and the other will say In Conversation so the operator knows who they are talking to. T Transfer / Hold key. If the console operator is talking just to one party, when they press this key it will put the caller on hold. The call will transfer to the right hand side of the screen. If the operator has answered an incoming call and then dialled an extn number this key will transfer the caller to the extn. Cancel Enquiry key. This key cancels an enquiry call. If the operator has answered an incoming call and dials and calls an extn. If the extn does not want to take the call then the operator presses this key to go back to the caller. Or if the operator miss dials an extn this key will cancel their last action. Internal key. This key will light up when an internal extn rings the switchboard. The operator can press the key to answer them. Answer key. This key is used to answer incoming calls. It will light up when a call is presented to the Console. Retrieve key. This key is used to retrieve any held or camped on calls. S Keys at top of keyboard. Used to access dynamic functions in the bottom of the screen The console operator can also click the keys in the screen to access the functions.

4 Basic Screen for Call Handling Answer an incoming call All incoming calls will appear on the left-hand side of the screen. When a number of calls are waiting they will stack up in the left-hand side. When a call is presented to the console, it will normally show the callers number. If they have withheld their number it will say External call. To answer the call the operator must press the next call key This will answer the longest waiting call. To prioritise call answering the Operator will need to double click with their mouse on the call they want to answer. Call Waiting priorities Depending on how long an incoming call has been ringing for it will show in either the Normal / Medium or Urgent area at the top of the screen. (Normal 1> 4 rings / Medium 5 > 8 rings / Urgent 8 rings +) Transfer a call unannounced Once the operator has answered the call, they can dial the extn number of the recipient; this will show the status of the recipient e.g. Idle or Busy on the right of the screen. The operator must then press their transfer key Transfer a call with announcement Once the operator has answered the call, they can dial the extn number of the recipient; this will show the status of the recipient e.g. Idle or Busy on the right of the screen. The operator must then press their ring extn key Once the extn has answered and they have announced the call they can press their transfer key as above. Holding a call on the Console Once the operator has answered an incoming call, they can press their transfer / hold key and this will move the call to the right hand side of the screen. If programmed as hold the operator can also press their programmed F keys. Retrieving a held call To retrieve the longest waiting call the operator can press the camp on key

5 To retrieve a specific held call The operator can retrieve a specific held call by double clicking on the call in the right of the screen To end a call To end or hang up on a call the operator presses their release key Contacting a busy extn Upon reaching a busy extn, the display will show extn Surname, First name, Busy Internal / external. The operator can then set a call back on the extn by pressing or clicking the dynamic S key If the extn has voice mail the operator can leave a message in the mailbox by pressing or clicking the S3 key Transferring a caller to voice mail When the operator has answered an incoming call and dialled an extn. If this extn has a mailbox it will offer voice mail on the dynamic S key. The operator can press or click this key and then press their transfer key this will transfer the caller to the mailbox of that extn. Back and Forth When the operator has answered an incoming call and then dialled an extn, once the extn has answered the operator can toggle back and forth by pressing their broker key The screen will put in light grey the person who is on hold and it will say Conversation on the screen against the person you are talking to. Every time the key is pressed you will toggle between the 2 calls. Dial by name The Alcatel directory can be accessed via the QWERTY keypad. If the operator doesn t know a person s extn they search by surname. The operator must type the 1 st 3 letters of the surname they are searching for. If the screen shows more than 1 option the operator can either double click on the person they want or they can scroll up and down using the arrows and press their Enter key to select. The screen will show the status of the extn e.g. Roberts, Ian (idle / busy) The operator can then ring or transfer to the extn as normal. To exit the dial by name area the operator can either click on the door icon or press their ESC key.

6 Auto Answer / Auto Transfer / Ring Melody The operator can put the console into Auto Answer or Auto transfer mode. Auto Answer will present another call to the operator as soon as they have cleared the previous call. The console will beep and force the call straight through to the operator. Auto transfer will allow the operator to dial an extn number and the call will go straight through. This facility can be switched off on a per call basis if the operator needs to announce a call before transferring. To switch off Auto transfer for 1 call Once the operator has answered the call, they can either press or click S5 Autoforwd and this will enable them to transfer the call with an announcement. To activate this facility:- The operator can either select Guide Mode from the menu at the top of the screen or they can press F11 to access this programming area. This area can also be used to change the melody on the Console. Touch Tone dialling When the operator makes an outgoing external call from the console, if they are answered by an Automated Attendant facility they will need to press or click the S2 key which will display DTMF. Once this has been activated the operator can go through the auto menu by selecting options on their keypad. Change Mode (Day / Night / Fwd 1 / Fwd 2) Press F10 or Click Extension from the top menu, then Click Service Mode Double click on Group or Entity Status [Dependent upon system set up] / Select mode required / Click Apply and Close Override a forward Upon dialling a forwarded extension, the display will show bold type for the extension number that the extension is forwarded to and then override to Surname / First name Press the S1 key (Backward) this will now display the forwarded extn s details, press the ring extn key to dial The same applies if the extn is forwarded to voic , you can then select mevo on the S keys to go straight to their voic . System date and time (Subject to system parameters) Extension / service mode / double click on system / re-enter date and time / apply and close Change ring melody and volume Extension / guide / double click on programme melody / select melody / click on test to preview / click on apply / close Ring level is adjusted with the arrow slider

7 Busy Lamp Field ( 8 in total dependant upon system parameters ) Programme Option / Busy lamp field / Click on not used / select individual station in drop down list / enter extn number / enter extension name (Green Free extn / Yellow Off hook / Green and Yellow In conversation / Grey DND) To view the blf and prog keys View / config / tick the boxes / ok To use double click on telephone icon Programme F2 keys Option / Programmable keys / Click on Key / Enter extension number / Click on OK (Keys relate to F2 > F12 shown as F2 > F8 then F9 > F12) Issue