Using Avaya Equinox Attendant

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1 Using Avaya Equinox Attendant Release 5.0 Issue 2 May 2018

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5 Contents Chapter 1: Introduction... 7 Purpose... 7 Chapter 2: Avaya Equinox Attendant overview... 8 Users... 8 Chapter 3: Navigation... 9 Avaya Equinox Attendant icons... 9 User interface windows description Keyboard navigation shortcuts Chapter 4: Setting up Avaya Equinox Attendant Setting up checklist Launching Avaya Equinox Attendant Configuring phone services Configuring the audio modes Signing in to Avaya Equinox Attendant Setting up language Presence status of attendant Changing the presence status Chapter 5: Managing attendants Adding attendants Attendant User field description Modifying an attendant Deleting attendants Chapter 6: Administration Managing topics Topic overview Adding topics Add topic field description Modifying topics Deleting topics Subscribing to topics Topics field descriptions Chapter 7: Operation Attendant operations Managing contacts Searching the phone directory Adding more criteria to the phone directory search Viewing complete details of a user Speed Dialing Configuring speed dialing for a user May 2018 Using Avaya Equinox Attendant 5

6 Contents Deleting a user from the speed dialing list Managing calls Call handling overview Cherry-Picking a call Performing blind transfer Transferring calls Putting the caller on hold Parking calls Adding associates to conferences Making a call Redialing the number Caller details Adding notes Deleting a note Favorite users Suggested users Chapter 8: Maintenance Configuring log level Diagnostics field descriptions Reporting a problem Modifying the wrap-up time Viewing the current software version Chapter 9: Resources Documentation Finding documents on the Avaya Support website Training Viewing Avaya Mentor videos Support Using the Avaya InSite Knowledge Base May 2018 Using Avaya Equinox Attendant 6

7 Chapter 1: Introduction Purpose This document describes how to use Avaya Equinox Attendant features. This document is intended for people who want to learn how to use Avaya Equinox Attendant features and capabilities. May 2018 Using Avaya Equinox Attendant 7

8 Chapter 2: Avaya Equinox Attendant overview Avaya Equinox Attendant is a SIP-based application designed to meet the communications requirements of front-desk personal and call receptionists whose responsibility includes receiving calls, often in large volumes, and routinely transferring to the appropriate group or individual. Avaya Equinox Attendant consists of two modules: The Avaya Equinox Attendant client is a Windows-based user interface that supports real-time multimedia communications. The Avaya Equinox Attendant snap-in is deployed on Avaya Breeze. The snap-in provides the call queue, phone book, and presence capabilities. Avaya Equinox Attendant supports importing user data from a maximum of five external databases. Administrators can map the imported user data with the Avaya Equinox Attendant directory table. Avaya Equinox Attendant supports the following codecs: G.711 a-law G.711 u-law G.722 G.726_32 G.729A Users Avaya Equinox Attendant consists of the following users in the phone book: Avaya Aura users Corporate directory users imported from external databases Personal contacts May 2018 Using Avaya Equinox Attendant 8

9 Chapter 3: Navigation Avaya Equinox Attendant icons Icon Name Description User Image Settings Specifies the name and the presence status of the attendant. Provides options to configure system settings. Audio Settings Dial mute unmute Hold Search for criterias Select Columns Refresh Down Up End Redial add to conference Plus more functions Add Entry to SpeedDialing list! Provides options to configure audio settings. Initiates calls. Mutes the microphone. Enables the microphone. Puts calls on hold. Searches for users in the phone directory by using different search criteria, such as name, phone number, and presence status. Adds columns to the search criteria. Refreshes the search list based on the search criteria. Displays the user details. Hides the user details. Ends calls in progress. Dials the last dialed number. Adds members to active calls to set up conference calls. Opens the text box to take notes related to calls. Displays functions such as adding entries to the speed dialing list. Adds user names and phone numbers to the speed dialing list. Table continues May 2018 Using Avaya Equinox Attendant 9

10 Navigation Icon Name Description Delete Entry Topic Subscription Status Deletes entries such as topics, attendant users, and speed dialing contacts. Specifies that topics are not subscribed. Topic Subscription Status Active Queued Parked Specifies that topics are subscribed. Also, specifies the number of attendants subscribed to topics. Specifies the number of active calls for topics. Specifies the number of calls that are in queue. Specifies the number of parked calls. User interface windows description Caller information window Displays the information about the called party. Directory window Caller transfer window Displays the contacts list, speed dialing list, and topics. Displays the field to dial the number of the transfer target associate. Caller detail window Caller preview window Displays the call details, call history, and notes associated with the call. Displays the different types of calls waiting for an attendant to answer. Keyboard navigation shortcuts General Resizing and moving windows using keyboard shortcuts is not supported. May 2018 Using Avaya Equinox Attendant 10

11 Keyboard navigation shortcuts Key combination Tab Shift + Tab Enter Ctrl + F6 Arrow keys: up and down Arrow keys: left and right Page keys: up and down F4 Del Letters, characters, and numbers Alt + x Action Moves the input focus to the next icon, line, or button in windows. Moves the input focus to the previous icon, line, or button in windows. Executes functions. If a function is not supported, no action is performed. Moves the input focus to first element of windows. Moves the cursor up or down in lists or pop-up windows. Moves the input focus across elements in lines. Moves the cursor up or down in pop-up windows. Fine tunes the microphone, speaker, and dial tone settings in Audio Settings Tunes the setting of microphone, speaker, and dial tone in Audio Settings. Moves the cursor multiple lines up or down. Opens pop-up windows. Deletes characters in input strings. Add characters in input strings. Moves the input focus using specific key combinations to the first element of the following windows: Alt+P = Call Preview window Alt=D = Directory window Alt+C = Caller Details window Alt+O = Operator window with the Caller Information window and the Transfer Target window Alt+I = Caller Information window Alt+T = Transfer Target window Alt+B = History Window in the Operator bar Alt+L = Status window after opening the window automatically Alt+H = History window after opening the window automatically Alt+A = Audio settings window after opening the window automatically Alt+S = Settings Window after opening the window opened automatically Table continues May 2018 Using Avaya Equinox Attendant 11

12 Navigation Key combination Alt + Shift + x Action Entering the same key combinations closes the dynamic windows. Moves the focus directly to an open element. Caller Information window The buttons of the Caller Information window are dynamic and depend on the window status. Use the left-right arrow keys to navigate to specific buttons. Use the Enter key to execute the function. Scenario Idle status Key combination Space bar to establish calls. Attendants must use user names or numbers to have Avaya Equinox Attendant display the search result in the Directory window first. Incoming call alert Outgoing call alert Called user busy Call on hold Space bar to accept calls. Space bar to release calls. Space bar to release calls. Space bar to activate calls on hold. Transfer Target window The buttons of the Transfer Target window are dynamic and depend on the window status. Use the left-right arrow keys to navigate to specific buttons. Use the Enter key to execute the function. Scenario Idle status Key combination Space bar to establish calls. Attendants must use user names or numbers to have Avaya Equinox Attendant display the search result in the Directory window first. Ringing Busy Call on hold Space bar to release calls. Space bar to release calls. Enter key to activate calls on hold. May 2018 Using Avaya Equinox Attendant 12

13 Chapter 4: Setting up Avaya Equinox Attendant Setting up checklist Use the following checklist to see the tasks that you must perform to setup Avaya Equinox Attendant console. No. Task Reference 1 Launch Avaya Equinox Attendant. See Launching Avaya Equinox Attendant on page 13 for more information. 2 Configure the Avaya Equinox Attendant connection with Session Manager and Avaya Breeze. See Configuring phone services on page 14 for more information. 3 Configure audio settings. See Configuring the audio modes on page 14 for more information. 4 Set the language for the Avaya Equinox Attendant console 5 Log in to Avaya Equinox Attendant console. See Setting up language on page 15 for more information. See Signing in to Avaya Equinox Attendant on page 15 for more information. 6 Set the presence status. See Changing the presence status on page 16 for more information. Launching Avaya Equinox Attendant Before you begin Install the Avaya Equinox Attendant client. To launch Avaya Equinox Attendant, do one of the following. On the desktop, double-click the Avaya Equinox Attendant shortcut icon. May 2018 Using Avaya Equinox Attendant 13

14 Setting up Avaya Equinox Attendant Go to START > A > Avaya and click Avaya Equinox Attendant. The system launches the Avaya Equinox Attendant client. Configuring phone services Configure the Avaya Equinox Attendant phone services connection to Session Manager and Avaya Breeze. 1. Start the Avaya Equinox Attendant console. 2. In Operator Bar, click Settings. 3. In the Settings window, click Services > Phone Services. 4. Configure the following settings: Aura Session Manager: The Session Manager IP address. SIP Domain: The SIP domain URL. Port: The default port is Avaya Breeze Server Address: The Avaya Breeze server IP address or FQDN. 5. Click DONE. Configuring the audio modes You can configure the following modes for choosing the Avaya Equinox Attendant headset control function: Computer mode: Perform calling activities using the Avaya Equinox Attendant headsets installed on the computer. My Deskphone mode: Perform calling activities using the deskphone configured to work with Avaya Equinox Attendant. 1. Start the Avaya Equinox Attendant console. 2. In Operator Bar, click the Audio Settings icon ( ). May 2018 Using Avaya Equinox Attendant 14

15 Signing in to Avaya Equinox Attendant 3. To set up the Avaya Equinox Attendant headset control, in Place and Receive Calls Using, do one of the following: a. For the Computer mode, select This Computer. In the computer mode, you can also enable or disable headset control, such as, Jabra Headset Control and Plantronics. b. For the My Deskphone mode, select My DeskPhone. c. Click x to store and finish. Signing in to Avaya Equinox Attendant 1. Start the Avaya Equinox Attendant console. 2. In Operator Bar, click User Image. 3. Type the Avaya Equinox Attendant extension number and password. The extension number can be an Avaya SIP or an Avaya E.164 number. 4. Click SIGN IN. Setting up language Use the following procedure to set up the language for the Avaya Equinox Attendant console. 1. Start the Avaya Equinox Attendant console. 2. In Operator Bar, click Settings. 3. In the Settings window, click User Preferences > General. 4. From Language, select the preferred language for Avaya Equinox Attendant. The options are: English and German. 5. Click DONE. May 2018 Using Avaya Equinox Attendant 15

16 Setting up Avaya Equinox Attendant Presence status of attendant When you sign in to Avaya Equinox Attendant, the client displays the presence status of the attendant as Busy. When you are ready to receive personal or topic calls that are assigned automatically by the system, change your presence status to Available. To receive topic calls, the attendant must subscribe for a topic. Personal calls will be assigned without any subscription. When the presence status is Busy, in Caller Preview Window, you can view the incoming calls for the subscribed topic and personal call. When the presence status is Available, you can view the incoming call on Operator Window called Caller Information Window and immediately answer the incoming call. The system reassigns the call to the other attendant who have subscribed for the same topic. After 30 seconds, a topic call is distributed to other attendants who are subscribed for the same topic. If there is no other attendant, then the call comes back to the same attendant. This happens endlessly until caller releases the call. If no attendant exists, then the call is assigned to the night service. Changing the presence status 1. Sign in to Avaya Equinox Attendant. 2. In Operator Bar, click User Image. 3. On the user pop-up window, highlight and click the appropriate presence status. In Operator Bar, the system displays the selected presence status. May 2018 Using Avaya Equinox Attendant 16

17 Chapter 5: Managing attendants Adding attendants You must have administrator-level privileges to add attendants. 1. Sign in to Avaya Equinox Attendant. 2. In Operator Bar, click Settings. 3. In the Settings window, click Advanced > Attendant User. 4. On the ATTENDANT USER page, click Add. 5. Click Add. 6. Click DONE. Attendant User field description Name Extension Profile Description Specifies the extension number of the attendant user. Specifies the profile of the attendant user. The options are: Language Administrator Guest Operator Specifies the language of the attendant user. The options are: English German Wrap-up time [sec] Specifies the interval between the incoming calls. The default value is 5 seconds. Table continues May 2018 Using Avaya Equinox Attendant 17

18 Managing attendants Name Description Search Delay Time [msec] Specifies the delay time for performing a search. The default value is 250 milliseconds. Packet Size Phonebook Search Maximum Call History Entries Phonebooksearch conformance x% Phonebooksearch with Accents and Umlauts Ignore special chars in Phonebooksearch Location Identical fields for merging Topic Subscription Statistic The maximum number of phone book search results that Avaya Equinox Attendant displays. The default value is 15. Specifies the maximum number of call history details that an attendant user can view. The default value is 100. Specifies the percentage of the phone book search conformance. The default value is 100. Enables or disables the phone book search for accents and umlauts. Enables or disables the phone book search for special characters. Specifies the location of the attendant user. Enables or disables the merging of the identical fields. Displays the Topics to subscribe for users. Enables or disables generations of statistics for the user. Modifying an attendant You must have administrator-level privileges to modify attendants. 1. Sign in to Avaya Equinox Attendant. 2. In Operator Bar, click Settings. 3. In the Settings window, click Advanced > Attendant User. 4. On the ATTENDANT USER page, click Modify. 5. On the MODIFY ATTENDANT USER page, do the following: a. Corresponding to the extension number, click SELECT. b. Modify the appropriate parameters. c. Click Change. 6. Click DONE. May 2018 Using Avaya Equinox Attendant 18

19 Deleting attendants Deleting attendants You must have administrator-level privileges to delete attendants. 1. Sign in to Avaya Equinox Attendant. 2. In Operator Bar, click Settings. 3. In the Settings window, click Advanced > Attendant User. 4. On the ATTENDANT USER page, click Delete. 5. On the DELETE ATTENDANT USER page, click Delete Entry next to the extension number of the attendant. Avaya Equinox Attendant displays a confirmation window. 6. Click Yes. May 2018 Using Avaya Equinox Attendant 19

20 Chapter 6: Administration Managing topics Topic overview In Avaya Equinox Attendant, you can create topics in which customers are interested. For example, customers might call an attendant to seek information about a support issue. Every topic is tied to a number and one or more night service numbers. The topic number corresponds to a Session Manager SIP Routing pattern. To receive calls related to the topic, the attendant must subscribe to the topic. The attendant receives calls related to those topics, which they have subscribed to. Once the attendant subscribes to a topic, the Avaya Equinox Attendant client displays the subscription of the topics upon their next sign in. Adding topics You must have administrator-level privileges to add topics. 1. Sign in to Avaya Equinox Attendant. 2. In Operator Bar, click Settings. 3. In the Settings window, click Advanced > Topics. 4. On the TOPICS page, click Add. 5. On the ADD TOPIC page, configure the following: Topic: The topic name. Number: The number of the topic that matches with the SIP routing pattern. Display Name: The name to display when attendants receive calls for the particular topic. You can enter the same name as the Topic name. 6. Click Add. May 2018 Using Avaya Equinox Attendant 20

21 Managing topics Avaya Equinox Attendant creates the topic and displays the name of the topic in Directory Window under the Topics tab. 7. Click DONE. Add topic field description Name Topic Number Display Name NightService Call Distribution Button Add BACK DONE Description Specifies the name of the topic. Specifies the SIP Routing pattern number. Session Manager performs the plausibility check for the routing pattern. Specifies the name that the system displays when the attendant receives the topic call. You can either set the same name or different name for Topic and Display Name. Specifies the night service number for forwarding the calls, when all operators who have subscribed to the topic log off from Avaya Equinox Attendant. You can specify more than one Night Service number. Specifies the call distribution for the topic call. The options are: Longest Idle Cyclic Description Saves the changes and adds the topic in Directory Window under the Topics tab. Cancels the action and the page returns to one menu-level up. Closes the Settings window. Modifying topics You must have administrator-level privileges to modify topics. 1. Sign in to Avaya Equinox Attendant. May 2018 Using Avaya Equinox Attendant 21

22 Administration 2. In Operator Bar, click Settings. 3. In the Settings window, click Advanced > Topics. 4. On the TOPICS page, click Modify. 5. On the MODIFY TOPIC page, click Select next to the topic. 6. Modify the topic, and click Change. 7. Click DONE. Deleting topics You must have administrator-level privileges to modify topics. 1. Sign in to Avaya Equinox Attendant. 2. In Operator Bar, click Settings. 3. In the Settings window, click Advanced > Topics. 4. On the TOPICS page, click Delete. 5. On the DELETE TOPIC page, click Delete Entry next to the topic. 6. Click Change. 7. Click DONE. Subscribing to topics When all attendants subscribed to a topic sign out, Avaya Equinox Attendant forwards all calls to the Night Service station that is configured for the topic. Before you begin Add a topic. 1. Sign in to Avaya Equinox Attendant. 2. In Directory Window, click the Topics tab. 3. In the Name column, select the topic name. 4. Click Subscribe next to the selected topic. May 2018 Using Avaya Equinox Attendant 22

23 Managing topics Topics field descriptions Name Name Number Status Active icon ( ) Queued icon ( ) Parked icon ( ) Subscribed NightService Description Specifies the name of the topic. Specifies the SIP Routing pattern number. Session Manager performs the plausibility check for the routing pattern. Specifies the topic subscription status and the number of persons who have subscribed to this topic. Specifies the number of calls that are actually active for this topic. Specifies the number of calls that are in queue. Specifies the number of calls that are parked. Specifies the subscription of the topic. Specifies the night service number for forwarding the calls, when all operators who have subscribed to the topic log off from Avaya Equinox Attendant. You can specify more than one Night Service number. May 2018 Using Avaya Equinox Attendant 23

24 Chapter 7: Operation Attendant operations On Avaya Equinox Attendant, an attendant can perform operations, such as: Search the directory Dial an outbound call Mute the call Unmute the call Hold the call Consultative call transfer Blind call transfer (not available in the My Deskphone mode) 6-party adhoc conference Park a call Open dialpad to dial the voice box PIN for the caller Managing contacts Searching the phone directory You can search the phone directory by using different search criteria, such as user names, phone numbers, and presence status. 1. Sign in to Avaya Equinox Attendant. 2. In Directory Window, click the Person tab. 3. In the right corner, click Search for criterias. May 2018 Using Avaya Equinox Attendant 24

25 Managing contacts Result 4. In Name, type the name of the person. Avaya Equinox Attendant displays the list of users based on the search criteria. Adding more criteria to the phone directory search 1. Sign in to Avaya Equinox Attendant. 2. In Directory Window, click the Person tab. 3. In the right corner, click Select Columns. 4. On the Select Columns dialog box, select options from the following search criteria: Status Last Name First Name Department Mobile Fax Company ZIP City Street Address Country Room IM Handle Presence ID 5. Click Save. Viewing complete details of a user Use the following procedure to view the complete details of a user. May 2018 Using Avaya Equinox Attendant 25

26 Operation 1. Sign in to Avaya Equinox Attendant. 2. In Directory Window, click the Person tab. 3. Search the user by using the Search for criterias icon ( ). 4. Highlight the contact name and right-click. The system displays the user contact pop-up window. 5. To view the complete details, on the pop-up window, click the down icon ( ). The system displays the user name, phone number, postal address, address, and notes associated with the user. 6. To close the pop-up window, click Back. Speed Dialing You can configure the contacts for speed dialing. You can use the Person tab, Favorites tab or Suggested tab to set up the speed dialing. After adding the user for speed dialing, you can view them in the Speed Dialing tab. Configuring speed dialing for a user 1. Sign in to Avaya Equinox Attendant. 2. In Directory Window, click the Person tab. 3. In the right corner, click Search for criterias. 4. To search for a person by name, in Name, type the name of the person. The system displays the contact list based on the search criteria. 5. Highlight the contact name and select the more functions icon. ( ). The system displays a pop-up with the Add Entry to SpeedDialing list! icon ( ). 6. Click Add Entry to SpeedDialing list!. The system adds the user name and phone number to the Speed Dialing tab. These Equinox Attendant speed dialing numbers are not related with the speed dialing numbers of Avaya Aura Communication Manager. May 2018 Using Avaya Equinox Attendant 26

27 Managing calls Deleting a user from the speed dialing list 1. Sign in to Avaya Equinox Attendant. 2. In Directory Window, click the Speed Dialing tab. 3. On the Speed Dialing tab, highlight the user name, and click the Delete Entry icon ( ). The system deletes the user name from the Speed Dialing tab. Managing calls Call handling overview Avaya Equinox Attendant supports the following call types: Topic call: Calls related to those topics that an attendant has subscribed to. Private call: Calls made within the same organization or personal calls. Parked call: Calls that are parked and answered from same or another extension. Recall: Calls that are sent to the attendant client again when the transfer target associate ends the call or the associate does not answer the call. Cherry-Picking a call Caller Preview Window displays incoming calls in queue in following conditions: When an attendant receives a call at the time the presence status of the attendant is Busy When the attendant is in the conversation with a caller When the system alerts the attendant for an incoming call When the attendant puts the current call on hold When the wrap-up timer for the attendant is running The attendant can choose to answer the call from the queue except when the attendant is in the conversation with a caller. The act of choosing a call over another call is called cherry-picking a call. May 2018 Using Avaya Equinox Attendant 27

28 Operation Performing blind transfer When you receive a call that is not associated with you, you can transfer the call to another associate. Transferring the call without conversing with the associate is called blind transfer of the call. To transfer the call to another associate, do one of the following: On Caller Transfer Window, in Find a destination, type an associate name. To transfer the call, on the Persons tab, click the Blind Transfer icon corresponding to the name of the transfer target associate. In Directory Window, click the Suggested tab, and click the name of the associate to whom you want to transfer the call. Result Avaya Equinox Attendant puts the caller and the associate in conversation. Transferring calls Consult with associates before transferring calls to associates. You cannot transfer personal calls to Topics. When you call associates, Avaya Equinox Attendant adds the associate names to the Suggested and Favorite tabs in the Directory Window. You can use these short cuts to call the associate next time. 1. On Transfer Target Window, in Find a destination, do one of the following: Type the associate name. Type the number of the associate. 2. Do one of the following: If you typed the associate name, on the Persons tab, click the name in the directory. If you typed the number of the associate, click Dial. Avaya Equinox Attendant calls the associate to consult and puts the caller on hold. 3. To transfer the call and to connect the caller and the consulted associate, click Transfer. Related links Searching for a user on page 29 May 2018 Using Avaya Equinox Attendant 28

29 Managing calls Searching for a user In the Find a destination field, type the name of the user. You can type a partial name or the full name. Depending on the information available in the database, the system displays search results in Persons tab. Putting the caller on hold When you put callers on hold, you cannot receive calls. Avaya Equinox Attendant displays incoming calls in the Caller Preview window. Before you begin Inform callers before putting callers on hold. In the Caller Information window, click Hold. Result Avaya Equinox Attendant puts the caller on hold and plays the music-on-hold announcement. Parking calls Park a Topic call or a Personal call. You can park multiple Topic calls, but you can only park only one Personal call. When you park a Topic call, all the attendants who subscribed to the Topic can unpark the call. When you park a Personal call, only the attendant who parked the call can unpark the call. When you park calls, you can receive other Topic or Personal calls. In Caller Information Window, click Park call. Result Avaya Equinox Attendant displays the status of the parked call in Caller Preview Window on the Parked tab. May 2018 Using Avaya Equinox Attendant 29

30 Operation Adding associates to conferences Add associates to active calls and start conference calls. You can add up to six members in a conference call. Before you begin The caller must be on hold. Result 1. On Transfer Target Window, in Find a destination, do one of the following: Type the associate name. Type the number of the associate. Avaya Equinox Attendant dials the associate. 2. Click Add to conference. Avaya Equinox Attendant adds the associate to the original call and starts the conference. Making a call Result 1. Sign in to Avaya Equinox Attendant. 2. Do one of the following. In the Select a number to call field, type the number of the person, and click Dial. In the Select a number to call field, type the name of the person. When the Persons tab displays the list of names, click the name of the person to call. Click the Speed Dialing tab, and click the name of the person to call. Click the Suggested or Favorites tab, and click the name of the person to call. Click the Contacts tab, and click the name of the person to call. 1. Avaya Equinox Attendant initiates the call and displays Remote Alerting. 2. When the person answers the call, Avaya Equinox Attendant displays Conversation. May 2018 Using Avaya Equinox Attendant 30

31 Redialing the number Redialing the number Use the procedure to redial the last caller number. In the Select a number to call field, click the redial icon ( ). The system initiates the call and displays the message Remote Alerting. When the person answers the call, the system displays Conversation. Caller details When an attendant makes or receives a call, Caller Detail Window displays the caller details, call history, and notes associated with the caller. The Call Details tab displays the following: Number, Name, Address, Topic number, Topic name, and Topic Call Type. The History tab displays the call history with timestamp and call duration. The Notes tab displays the notes with timestamp that are associated with the caller. You can add notes for the caller. If you do not need the added notes, you can delete the notes. Adding notes Add notes to the caller details for future reference. Set the notes as private or public. By default, Avaya Equinox Attendant sets the note as public so that other attendants can view the notes. When you talk to callers, Avaya Equinox Attendant displays the notes associated with the callers. Result 1. In Caller Detail Window, on the Notes tab, click Plus. 2. In ADD NOTE <Caller Number>, type the note. 3. (Optional) To hide the note from other attendants, select the PRIVATE check box. 4. Click Save. Avaya Equinox Attendant displays the note with the timestamp on the Notes tab. May 2018 Using Avaya Equinox Attendant 31

32 Operation Deleting a note In Caller Detail Window, on the Notes tab, click the Delete icon ( ) next to the note. Favorite users Based on the call history of the previously transferred calls data, Avaya Equinox Attendant list the users that the attendant contacted the most. Suggested users Based on the call history of the caller, Avaya Equinox Attendant suggests the users that the customer is most likely to call. May 2018 Using Avaya Equinox Attendant 32

33 Chapter 8: Maintenance Configuring log level 1. Sign in to Avaya Equinox Attendant. 2. In Operator Bar, click Settings. 3. In the Settings window, click Support > Diagnostic. 4. On the DIAGNOSTIC page, do the following: a. In Log Level, click the required log level. b. In Log Category, select the required log category. 5. Click DONE. Diagnostics field descriptions Name Log Level Log Category Button BACK DONE Description Specifies the log level. The options are: Debug, Info, Warning, and Error. Specifies the log categories. The options are: All, Common, CallServer, History, Directory, Headset, CSDKInterface, and None. Description Cancels the action and the page returns to one menu-level up. Closes the Settings window. May 2018 Using Avaya Equinox Attendant 33

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