CALL Link for Norstar Installation & User Guide Ver By ConverTec Inc.

Transcription

1 CALL Link for Norstar Installation & User Guide Ver By ConverTec Inc. CALL Link is a Nortel Networks Compatible Product. CALL Link underwent extensive testing in Nortel Networks laboratory ensuring integration to the Norstar phone system is flawless.

2 Copyright , ConverTec Inc. CALL Link is a trademark of ConverTec Inc. Norstar and Nortel are trademarks of Nortel Networks. Portions of this product are copyright of Microsoft Corporation. Other brand and product names are trademarks of their respective holders. All rights reserved.

3 Table of Contents Table of Contents Page 1 of 77

4 Table of Contents Chapter 1: Introduction...4 Product Overview...5 CALL Link Architecture...6 Pre-installation Minimum Requirements...7 Installation Overview...8 Chapter 2: CALL Link Software Distribution Setup...10 Chapter 3: Norstar CTA Installation...12 CTA 100/200 Installation using a serial cable...13 CTA 200 Installation using a USB cable...14 CTA 150i/160i Installation...14 Chapter 4: CALL Link Server Installation & Configuration...15 Physical Location...16 Software Installation...16 Configuration...22 Outside Line Prefix...24 Local Area Codes...24 Padding 7 digit Caller ID numbers...24 Enabling the CALL Auditor...25 Area Code Rules...25 Lines (physical vs. logical)...25 Registration...26 Client License Upgrade...26 CALL Link Server Information...26 Chapter 5: CALL Link Client Installation & Configuration...27 Software Installation...28 Setup...32 Entering CALL Link server Information...33 Entering your Norstar phone extension...34 Norstar Line & Line Pool access...34 CALL Link Dialer Setup...35 Data Base Integration Setup...36 Basic look-up...36 Smart Look-up...37 DBViewer...37 Creating a CALL Link Map...37 Installing the CALL Link TAPI Service Provider...39 Windows 95/98/NT 4.0 Telephony Setup...39 Windows NT 4.0 Telephony Service Setup...40 Page 2 of 77

5 Table of Contents Chapter 6: Using CALL Link Client...41 Starting CALL Link...42 Supported Contact Manager Integration Chart...42 Data Base Look-up...43 Basic Data base Look-up...43 Smart Data base Look-up...44 DBViewer operation...45 CALL Link Client Auditor...47 LineInfo...50 Outbound Dialing...50 Without data base integration...50 With data base integration...51 Chapter 7: CALL Auditor...53 Introduction...54 Starting Call Auditor...54 CALL Auditor setup...55 Password...55 Colour Preferences...55 Number of Days Retained...56 Deleting records...56 Clearing records...56 Field Description...56 Direction...56 Filters and how to apply them...57 Details (transactions)...58 CALL Auditor data...58 Printing reports...59 Optional Report Package...60 Chapter 8: Appendices Appendix A Database Compatibility Chart...65 Appendix B Troubleshooting...67 Appendix C TeleMagic Integration Version 3.x...68 Version 4.x...70 Appendix D SalesLogix Integration...74 Appendix E Microsoft Outlook Integration to Public Folders...78 Appendix F Warranty/Software Support...80 Page 3 of 77

6 Table of Contents Chapter 1: Introduction Page 4 of 77

7 Chapter 1: Introduction Product Overview: Thank you for purchasing CALL Link for Norstar. CALL Link for Norstar was introduced in 1994 and has evolved into a modern, 32-bit Computer Telephony Integration (CTI) application. ConverTec Inc. believes CALL Link for Norstar to be the best convergence software in the industry. CALL Link takes two of the most used office tools, the phone system and the computer network, and integrates them to work together, offering your customers unprecedented call handling while providing a seamless, unobtrusive work environment for the user. A technology that emerged in the early 1990 s called Computer Telephony Integration began to evolve to integrate the phone and the computer in order to provide a better, more efficient method of handling both incoming and outgoing phone calls. The net result was more satisfied customers and increased revenue for companies that implemented this technology. CALL Link for Norstar is a Computer Telephony Integration (CTI) product that resides between a computer, or computer network, and a Nortel Networks Meridian Norstar phone system. CALL Link provides a seamless link between the Norstar phone system and a Microsoft Windows compatible application such as Outlook or Symantec ACT!. CALL Link for Norstar has five distinct features. They are: 1. Inbound Screen Pop: Utilizing Caller ID, inbound calls are accompanied by the phone number the caller is calling from and this information is used to perform a search on a database and present the callers record on a PC screen. 2. Outbound Dialing: By clicking on a phone icon within a database, CALL Link will seize a predetermined line on the Norstar phone system and dial the number. All dialing rules are controlled by CALL Link with Norstar dialing restrictions being maintained. 3. Line Info: All CALL Link Clients can view a real-time display of all telephone line activity. Information such as whether a call is inbound or outbound, what Norstar phone is using the line, Caller ID information, call duration and more is presented in a dynamic graphical window. 4. CALL Link Client Auditor: All CALL Link clients have the ability to log and filter their personal calls. Filter types include caller ID name and number, outbound and inbound calls, date range and line number. 5. Call Auditor: CALL Auditor is a unique and powerful, user-friendly report generator that no office administrator or manager should be without. All calls (inbound and outbound) are stored in a Microsoft Access database with a user interface that allows filtering of the call data and printed reports. A unique feature of the CALL Auditor option is the tracking of a call each time it gets transferred, parked or put on hold, which is termed a transaction. Each time a transaction occurs, data such as the extension, duration, result, and more is recorded. An example of one report could be details of all long distance calls extension 224 made during the month of December. Another report could show all the calls a specific customer made to your company, was answered by reception and was transferred to extension 250. ConverTec Inc. incorporated the latest technology to provide the simplest setup and the best screen pop technology in the industry. CALL Link utilizes Active X Control to integrate to databases such as ACT!, GoldMine, Maximizer, Outlook, TeleMagic, SalesLogix and more. CALL Link provides two methods of data base look-ups. One method is called Basic Look-up. Basic Look-up provides the user an out of the box functionality that will search the main telephone field of a database for a match with the Caller ID number. Page 5 of 77

8 Chapter 1: Introduction The second method is called Smart Look-up. Smart Look-up requires a CALL Link Map be created which allows an unlimited number of phone numbers be associated with a company or contact. The smart lookup method can associate multiple business numbers, residential, cell phone numbers etc. to a main phone number so that a screen pop can occur regardless of where a contact is calling from! The diagram above illustrates how the CALL Link Server is connected to the Norstar phone system via the CTA device and how the CALL Link Clients are connected through Network Interface Cards (NIC's) to the CALL Link Server. A major advantage CALL Link for Norstar provides is that only one Computer Telephone Adapter (CTA) is required for the entire Local Area Network. This means that up to the maximum number of Norstar telephones (currently 192) can be using CALL Link with only one CTA! Page 6 of 77

9 Chapter 1: Introduction CALL Link for Norstar Minimum Pre-Installation Requirements CALL Link Server Hardware / Software Requirements: Pentium 133 MHz memory 64 MB RAM (128 MB recommended if over 50 clients) 2 GB available on Hard Drive SVGA Monitor with 800x600 Resolution or higher (16-bit high colour minimum required) CD-ROM Drive preferred method to install application OPTIONAL Operating system Windows 95/98, NT 4.0,2000, ME NIC (Network Interface Card) Static TCP/IP address Printer allows CALL Auditor reports to be printed OPTIONAL Dedicated PC Limited Access to the computer CALL Link Client Hardware / Software Requirements: Pentium 133 MHz 32 MB of RAM 50 MB available on Hard Drive SVGA Monitor with 800x600 Resolution or higher CD-ROM Drive preferred method to install (or can use LAN) Operating System Windows 95/98, NT 4.0, 2000, ME NIC (Network Interface Card) TCP/IP Protocol. Access to LAN required. Nortel Networks Phone System Requirements: DR5 software or better Norstar Caller ID Line Card(s) or module (required for screen pop) NOTE: ISDN BRI/PRI Caller ID functionality is inherent in the Norstar digital trunk hardware Nortel Networks Computer Telephony Adapter (CTA) (Network requires one only): CTA 100, CTA 150i, CTA 160i, CTA 200 Local Area Network Requirements: TCP/IP Protocol Telephone Subscription Services: Caller ID Name and Number service from your local telephone company (This service is required for inbound screen pops to occur.) Database Integration: Database Integration will be required. Which database will be integrated with CALL Link? Premises: Norstar jack or telephone at the location of the CALL Link Server. IMPORTANT: Because there are many network configurations, your network administrator is ultimately responsible for the configuration of your network and can utilize the documentation found on the CALL Link CD to ensure that the CALL Link Server and Clients are installed properly. Date: Company Name:. Contact Person: Phone Number:. Page 7 of 77

10 Chapter 1: Introduction Installation Overview: Chapter 2: CALL Link Software Distribution Setup This chapter is only applicable if either of the following is true: The CALL Link Client PC s do not have a CD-ROM drive. A large number of CALL Link Client PC s will be configured. Copying the CALL Link Client software to a Network drive will shorten the total installation time. If a CD-ROM drive is not available on one or more CALL Link Client PC s, the CALL Link software will have to be made available through a networked or shared drive. Detailed directions of copying the CALL Link software to a Network drive are provided in Chapter 2. Chapter 3: Norstar CTA Installation A Norstar CTA device must be installed prior to installing CALL Link Server or CALL Link Client software. Detailed directions are provided to install all CTA devices made available by Nortel. Chapter 4: CALL Link Server Installation & Configuration A Call Link Server must be installed so that CALL Link Clients will be able to access information to and from the Norstar phone switch. Detailed directions are provided to install the CALL Link Server software and to configure the various parameters including outbound dialing prefixes and local area code rules for those area codes that incorporate both local and long distance exchanges. Enabling the CALL Auditor, which allows reports to be produced from call data captured by the CALL Link Server for both incoming and outgoing calls, is accessed in the Auditor section. Directions to renumber the telephone lines so that they appear on the Client s LineInfo window and on the CALL Auditor reports in a more meaningful manner are setup under the Lines section License upgrades are performed through the Registration section. Information about the CALL Link Server including the IP address, Network name and CALL Link software level and version are also found here. Chapter 5: CALL Link Client Installation & Configuration Detailed directions are provided to install the CALL Link Client software. During the Installation process, two pieces of information are required. They are: The specific user s Norstar telephone extension. The CALL Link Server IP address or CALL Link Server Network name. The CALL Link Server IP address and Network name can be found in the Registration section of the CALL Link Server Setup. The CALL Link dialer is configured here to allow additional call control for databases, which lack the ability to terminate a call from the desktop. Directions are provided to add the CALL Link Service Provider to the Windows Telephony section. Additional steps are required within the application to select the CALL Link SP in Page 8 of 77

11 Chapter 1: Introduction order to make outbound calls by clicking on a phone or dial button. See Chapter 6 for more details. Specific user information is entered to specify which lines and in what order these lines will be used to make an outbound call. Analog and ISDN-PRI Line Pool access is also configured here. If the specific Norstar phone has no lines appearing on it but rather it has access to a specific line pool, then that line pool is assigned here. Again all Norstar specific programming is adhered to. i.e. If a Norstar phone either has no access to a particular line or line pool, even if that line is assigned in CALL Link, CALL Link will adhere to the Norstar programming and restrict outbound calls on that line or line pool. Selection of the users specific Contact Manger (i.e. Outlook, GoldMine, Maximizer etc.) and the two types of Database Look-ups are discussed. The out of the box Basic Look-up is discussed. Directions to setup the second and more advanced data base look-up called Smart Look-up are provided. Smart Look-up is an advanced process to associate multiple telephone numbers to a specific company or contact. Smart Look-up requires that a CALL Link MAP be created which stores and manages the associated numbers of a company or contact. A separate application called DBViewer is supplied to administrate the CALL Link MAP. Enabling the CALL Link Client Auditor, which allows user reports to be produced from calls made by a users Norstar telephone for both incoming and outgoing calls, is accessed in the Setup / Database section. Chapter 6: Using CALL Link Client This chapter discusses the use of the Basic Look-up feature along with the more sophisticated Smart Look-up. With Smart look-up, the process to associate a phone number to an existing record is described. The use of the CALL Link DBViewer application is described. The DBViewer is the utility that is used to create/edit/delete a CALL Link MAP. The CALL Link MAP is required for the Smart Look-up feature to be able to associate an unlimited number of phone numbers to a specific record. Enabling and using filters with CALL Link Client Auditor is discussed. LineInfo, the visual real-time phone line activity application, is discussed describing the colour coded information pertaining to call status, line number, call direction, caller ID information, number dialed and call duration. Outbound dialing from Windows applications, including initiating and terminating a call, is described. Chapter 7: CALL Auditor CALL Auditor is a powerful management tool-, is discussed including the data fields, filtering call data, data retention period and printing reports. The Optional Report Package is discussed. How to enable and use this sophisticated report generator Is described. Page 9 of 77

12 Chapter 2: CALL Link Software Distribution Setup Chapter 2: CALL Link Software Distribution Setup Page 10 of 77

13 Chapter 2: CALL Link Software Distribution Setup CALL Link Software Distribution: Note that this chapter is only applicable if your CALL Link Client PC s do not have a CD-ROM drive, or if a large number of CALL Link Client PC s will be setup. If the CALL Link Client PC s do have a CD-ROM drive, then go to Chapter 3. Windows NT/2000 Users Only CALL Link Client requires the installer to have the ability to read the Windows system registry. In order to comply with this requirement, administrator rights are required for CALL Link installation only. CALL Link users do not require Administrative rights. Follow the steps below in order to load either CALL Link Server or CALL Link Client software without CD-ROM drives. Insert the CALL Link CD-ROM into the CALL Link server CD-ROM drive. The CALL Link software will self-launch and provide a menu to the user, however some PC s prevent this. If the CD fails to self-launch, go to Start Run (CD drive letter) d:\ Demo32 From the Main Menu, Click on Explore. Left click on The Client, Server folder. Click on COPY from the menu provided. From the navigation bar, select a networked or shared drive. Right click on the networked or shared drive. Select PASTE. This will copy the entire folder to the drive. The PC s that have access to this networked or shared drive can now load the CALL Link software. Page 11 of 77

14 Chapter 3: Norstar CTA Installation Chapter 3: Norstar CTA Installation Page 12 of 77

15 Chapter 3: Norstar CTA Installation Norstar CTA Installation: Installing the CTA device involves two steps: 1. Hardware installation (connecting the Computer Telephony Adapter to the CALL Link server and a live Norstar TDM port (extension jack). 2. Software installation (installing the supplied CTA driver software) Note: All Norstar CTA devices do not require a dedicated Norstar jack but can share an existing jack used by a Norstar phone. If you have a Norstar phone in close proximity to the CALL Link server, the CTA can use this same Norstar jack as the Norstar phone while maintaining the use of the phone. CTA 100/200 Installation using serial cable: Connect the supplied serial cable (supplied with CTA from Nortel) to the serial port on the CTA device and a free serial port on the CALL Link server. Connect one end of a telephone cable to a live Norstar jack and the other end to the jack labeled Line on the CTA. If the jack you plugged the CTA into originally had a Norstar phone plugged into it, the Norstar phone can now be plugged into the jack labeled Phone on the CTA. Note: You can confirm a Norstar jack is live by plugging a Norstar phone directly into the jack you intend to use for the CTA. The display on the Norstar phone will briefly blink and may take up to a minute before the time and date appears on the Norstar display. Plug the CTA power supply into a 115 VAC receptacle and the output to the appropriate connector on the CTA. Insert the CALL Link CD-ROM into the CALL Link server CD-ROM drive. The CALL Link software will self-launch and provide a menu to the user, however some PC s prevent this. If the CD fails to self-launch, go to Start Run (CD drive letter) d:\ Demo32 Click on Install. Select Norstar CTA Drivers Select the CTA 100 or the CTA 200. Follow the Install Shield instructions. CTA 100/200 Serial Port Connection Diagram Page 13 of 77

16 Chapter 3: Norstar CTA Installation CTA 200 Installation using the USB cable: In order to take full advantage of the Plug and Play capability of the CTA 200 and the USB port, install the software first, and then install the CTA 200. Insert the CALL Link CD-ROM into the CALL Link server CD-ROM drive. The CALL Link software will self-launch and provide a menu to the user, however some PC s prevent this. If the CD fails to self-launch, go to Start Run (CD drive letter) d:\ Demo32 From the menu, click on Install. Click on Norstar CTA Drivers. Select the CTA 200 form the menu Follow the Install Shield instructions to complete the software installation. Shut down the CALL Link server Install the USB cable from the CALL Link server USB connector to the CTA 200 connector. Power on the CALL Link server. CTA 150i / 160i Installation: Remove the power cord from the CALL Link Server PC Remove the cover form the CALL Link Server PC and locate a free ISA expansion slot for the CTA 150i or a free PCI slot for the CTA 160i. Remove the cover of the selected expansion slot and save the retaining screw. The CTA 150i comes with 5 I/O port address switches. The default setting is 300H. If this address is in use in the CALL Link PC then the switches will need to be set to an alternate address. See the Nortel CTA 150i Installation Guide for a listing of all possible switch combinations to acquire a free address. Install the CTA and ensure it is seated in the slot properly and secure the CTA to the PC s chassis with the retaining screw. Reinstall the cover of the PC and plug in the power cord. Connect one end of a telephone cable to a live Norstar wall jack and the other end to the jack marked Line on the CTA. If the jack you plugged the CTA into originally had a Norstar phone plugged into it, the Norstar phone can now be plugged into the jack labeled Phone on the CTA. Note: You can confirm a Norstar jack is live by plugging a Norstar phone directly into the jack you intend to use for the CTA. The display on the Norstar phone will briefly blink and may take up to a minute before the time and date appears on the Norstar display. Insert the CALL Link CD-ROM into the CALL Link server CD-ROM drive. The CALL Link software will self-launch and provide a menu to the user, however some PC s prevent this. If the CD fails to self-launch, go to Start Run (CD drive letter) d:\ Demo32 From the menu, click on Install. Click on Norstar CTA Drivers. Select CTA 150i or CTA 160i form the menu. Follow the Install Shield instructions to complete the software installation. Once the installation process is complete, reboot the CALL Link server. Page 14 of 77

17 Chapter 4: CALL Link Server Installation & Setup Chapter 4: CALL Link Server Installation & Configuration Page 15 of 77

18 Chapter 4: CALL Link Server Installation & Setup CALL Link Server Installation & Configuration Physical Location: It is recommended that the CALL Link Server be located in a secure, controlled environment. If CALL Link is being installed, the CALL Auditor records should be considered confidential and the CALL Link Server is treated with the same precautions as a Network File Server. ConverTec recommends having a dedicated PC for the CALL Link Server. Software Installation: NOTE: Installation of the Norstar CTA and driver software must be performed prior to installing CALL Link Server. Insert the CALL Link CD-ROM into the CALL Link server CD-ROM drive. The CD-ROM will self-launch displaying the menu above. Click on INSTALL. NOTE: If the CD fails to self-launch, go to Start Run CD drive letter:\demo32 Page 16 of 77

19 Chapter 4: CALL Link Server Installation & Setup Click on CALL Link Click on CALL Link Server Page 17 of 77

20 Chapter 4: CALL Link Server Installation & Setup The Welcome Screen comes up first, reminding you to exit from all other open programs you might be running on your computer. Check the right-hand side of the menu bar (Windows System Tray) for programs activated on startup of the computer, and close these as well. Click on NEXT to continue. Next you will see the ConverTec Inc. license agreement screen. Please review and click on YES if you consent to the terms. Click on NO to exit the installation and return the CALL Link CD-ROM to your Authorized CALL Link Dealer. Page 18 of 77

21 Chapter 4: CALL Link Server Installation & Setup This screen asks for User Information. Enter your name, or main contact name and the company name in the appropriate places and click on NEXT to continue. The CALL Link destination folder selection allows you to install into a directory or folder of your choice. It is recommended you use the default setting. Click on NEXT to continue. Page 19 of 77

22 Chapter 4: CALL Link Server Installation & Setup The Program Folder Screen is the next you will see. By default, the InstallShield Wizard will put the CALL Link folder in the first level of Programs. If you wish to place it elsewhere chose from the Existing Folders listed. Click on NEXT to continue. Next you will be asked, Do you wish CALL Link to start each time Windows starts? Select YES if you wish CALL Link to start automatically. Note: It is highly recommended to answer YES to this question in order for the CALL Link Server to be automatically started each time Windows is started. Page 20 of 77

23 Chapter 4: CALL Link Server Installation & Setup The InstallShield progress Screen is now presented. The thermometer bar will show the progress of CALL Link s installation. The Norstar Computer Telephony Engine Toolkit is what CALL Link uses to communicate with the Norstar phone switch. Click on NEXT to continue. Page 21 of 77

24 Chapter 4: CALL Link Server Installation & Setup Finally, the Setup Complete Screen will appear. Click on FINISH to complete. There is no need to restart the PC. Configuration: You can now start CALL Link by going to: Start Programs CALL Link Server for Norstar CALL Link Server Note: If you have chosen a different Destination Location or Program Folder from the default choices, follow the appropriate path to find and activate CALL Link for Norstar. Page 22 of 77

25 Chapter 4: CALL Link Server Installation & Setup When the CALL Link Server starts, the CALL Link Server icon is added to the Windows system tray, which is located at the lower right hand corner of the Windows desktop. When the CALL Link Server is operating properly, a red lamp blinks on and off on the CALL Link Server icon indicating it is communicating with the Norstar phone switch. This red lamp is referred to as a heartbeat indicator. If the red lamp is either steady on or steady off, the CALL Link Server is not functioning properly and appropriate action is necessary. See Appendix B for troubleshooting tips. If a problem with the Norstar CTA device is encountered upon starting the CALL Link Server, a message like the one below is presented. See Appendix B for possible causes of this message and solutions to rectify the problem. The CALL Link Server Setup is accessed by right clicking on the CALL Link Server icon in the system tray. Scroll up to Setup. Left click on Setup. The CALL Link Setup window is presented. Page 23 of 77

26 Chapter 4: CALL Link Server Installation & Setup Prefix: Long Distance Prefix: This parameter is used if you subscribe to a long distance service, which requires a special access number be dialed prior to the actual requested phone number. Check the Use Long Distance Prefix box and enter the appropriate number. If a pause is required, use the letter P for a 1.5 second pause. Note: All toll free area codes are exempt from this parameter. Toll free numbers will use the Outside Line Prefix parameter to access an outside line. Outside Line Prefix: If you subscribe to Centrex lines or your Norstar switch is behind a PBX switch and requires a number(s) to access outside lines, then check the Use Outside Line Prefix box and enter the appropriate number. Access Pools for PRI Pools: Digital ISDN line pools are available on the Compact and Modular ICS systems only. Primary Rate Interface (PRI) is only available on the Modular ICS (MICS) system. PRI hardware and software is required in order to utilize this digital technology. Currently, the Norstar MICS system can support a maximum of two PRI-ISDN trunk cards, PRI-A and PRI-B. CALL Link can access either or both of these pools. If using ISDN-PRI digital trunking on a Modular ICS phone system, enter the access code(s) for the appropriate pool(s). Local Area Codes: Enter all area codes that are local to your area along with those area codes that encompass both local and long distant exchanges. Consult your phone book for a complete listing of local exchanges. Besides providing an area to enter a local area code, Area Code 1 provides a secondary function. Area Code 1 is also used to pad any local Caller ID information which is received as a 7 digit number as apposed to the 10 digit phone number required by all Contact Managers. Always enter your local area code in Area Code 1. Enter all Toll Free Area Codes. All toll free calls will utilize the Outside Line Prefix rather than the Long Distance Prefix rule. By default, 800, 877 and 888 are loaded during the installation process Page 24 of 77

27 Chapter 4: CALL Link Server Installation & Setup Auditor: To enable the CALL Auditor, click on the Enable CALL Auditor box and enter the minimum call time that an outbound call is recorded. The CALL Auditor report generator is a separate application that is started from START PROGRAMS CALL Link Server for Norstar CALL Auditor. For more details see Chapter 7. Area Code Rules: Enter all area codes that incorporate both local and long distance exchanges. Enter all local exchanges within the specific area code by clicking on New and adding the exchange. Consult your phone book for a complete listing of local exchanges. Lines: When a Norstar Modular ICS is being used in conjunction with analog Central Office lines (Norstar LS/DS line card(s)), the logical lines can be renumbered to be numerically synchronous. This is useful when viewing LineInfo on the Client or CALL Auditor reports. Note that this is a cosmetic feature only and will not effect the operation of the CALL Link Server. Page 25 of 77

28 Chapter 4: CALL Link Server Installation & Setup On the previous page is an example of a typical Modular ICS (MICS) linerenumbering configuration with two LS/DS cards installed in the main MICS cabinet, which supports four analog lines each for a total of eight lines. The second LS/DS card supports physical lines 25-28, however CALL Link allows you to logically assign lines 5-8 so they appear numerically synchronous for LineInfo and CALL Auditor. Number of Lines should be set to the maximum number of local phone lines the Norstar switch currently has installed. This will allow for the shortest initialization time when the Server is started. Registration: This section provides information pertaining to the CALL Link Server configuration, software license information as well as providing the ability to upgrade the current software level and maximum number of concurrent CALL Link Clients that can be attached to the server. The registered Company and Name is displayed which was entered upon installing the CALL Link server software. The Server Name is the Computer name of the CALL Link Server PC found in the Identification section in Network Neighborhood. This name can be used when installing the CALL Link Client to enable the Client to communicate with the CALL Link Server. See Chapter 5 for more details. The Product Number is a unique number, which is used when upgrading to a different level or adding additional Client licenses. Max. Number of Clients displays the maximum number of CALL Link Clients that the CALL Link Server is currently registered for. Number of Active Clients displays the number of current CALL Link Clients attached to the CALL Link Server. Level indicates the current CALL Link software level. There are three levels, Demo, Full Product and Full Product with Reports. Shows Clients currently connected to the CALL Link Server and their extension numbers. Page 26 of 77

29 Chapter 5: CALL Link Client Installation & Configuration Chapter 5: CALL Link Client Installation & Configuration Page 27 of 77

30 Chapter 5: CALL Link Client Installation & Configuration CALL Link Client Software Installation: NOTE: Installation of the Norstar CTA and CALL Link Server must be performed prior to installing CALL Link Server. The CALL Link Server must not be running during the CALL Link Client Installation if being installed on the same PC. Insert the CALL Link CD-ROM into the CALL Link server CD-ROM drive The CD-ROM will self-launch displaying the menu above. NOTE: If the CD fails to self-launch, go to Start Run CD drive letter:\ Demo32 Click on INSTALL. Click on CALL Link Client. CALL Link will automatically activate the InstallShield Wizard, which will lead you through the installation process. The Welcome Screen is presented, reminding you to exit from all other open programs you might be running on your computer. Check the right-hand side of the menu bar (Windows System Tray) for programs activated on startup of the computer, and close these as well. Click on NEXT to continue. Page 28 of 77

31 Chapter 5: CALL Link Client Installation & Configuration Next you will see the ConverTec Inc. license agreement screen. Please review and click on YES if you consent to the terms. Click on NO to exit the installation and return the CALL Link CD-ROM to your Authorized CALL Link Dealer. The Program Folder Screen is the next you will see. By default, the InstallShield Wizard will put the CALL Link folder in the first level of Programs. If you wish to place it elsewhere, chose from the Existing Folders listed. Click on NEXT to continue. Page 29 of 77

32 Chapter 5: CALL Link Client Installation & Configuration Next you will be asked, Do you wish CALL Link to start each time Windows is started? NOTE: If using Maximizer or ACT!, select No when asked if you want CALL Link Client to automatically start when starting Windows. Both Maximizer and ACT! must be started prior to CALL Link Client. The InstallShield progress Screen is now presented. The thermometer bar will show the progress of CALL Link s installation. Page 30 of 77

33 Chapter 5: CALL Link Client Installation & Configuration Enter the extension of your Norstar phone and click on OK. Note: If the extension number of the Norstar phone is unknown, press, the Feature, *, 0, and Intercom buttons, on the Norstar phone. On the Norstar telephone display will be the extension number and name of that phone. Enter the CALL Link Server IP address or Computer name and click on OK. This information can be edited later in the CALL Link Client setup section if desired. The CALL Link Server IP address and Computer name can be found in the Registration section of the CALL Link Server setup. See page 26. Page 31 of 77

34 Chapter 5: CALL Link Client Installation & Configuration Click on FINISH to complete the installation. CALL Link Client Setup: You can now start CALL Link by going to: Start Programs CALL Link Client for Norstar CALL Link Note: If you have chosen a different Destination Location or Program Folder from the default choices, follow the appropriate path to find and activate CALL Link for Norstar. Once CALL Link Client has been started, the CALL Link icon will appear in the Windows system tray. If the CALL Link Client is not communicating with the CALL Link Server, the CALL Link Client icon changes to Right Click on the CALL Link icon and scroll up to SHOW. Left Click on SHOW. The CALL Link window above will appear. In the bottom left corner of the window is the status of the CALL Link Client. If the word Connected is displayed, the CALL Link Client is communicating with the CALL Link Server. When a phone is off-hook, the call direction, line used and call duration is displayed. Page 32 of 77

35 Chapter 5: CALL Link Client Installation & Configuration If the CALL Link Client has not been configured properly or if the CALL Link Server is not operating, a window like the one above will be displayed. The Client status will be displayed as Connecting to Server. Refer to Appendix B for troubleshooting tips. Right click on the CALL Link icon and scroll up to SETUP. Left click on SETUP and the setup window will open. Server: Click on the SERVER tab. This section allows you to edit or confirm the CALL Link s Server name or IP address that you entered during the installation process. Page 33 of 77

36 Chapter 5: CALL Link Client Installation & Configuration Phone: Extension Number is the extension of your Norstar phone. Confirm the extension of your Norstar phone and enter it here. Note: If the extension number of the Norstar phone is unknown, press, the Feature, *, 0, and Intercom buttons, on the Norstar phone. On the Norstar telephone display will be the extension number and name of that phone. Lines to Dial On: Lines to Dial On allows a user to select lines to dial out on, if the lines appear on the Norstar phone, or that extension has access to a specific line pool. If lines appear on the Norstar phone (there is a physical button on the Norstar phone), then the sequence that CALL Link will use these lines can be configured. CALL Link uses the lines in the sequence they are listed, from the top down. In the example above, CALL Link will start with line 1 to initiate a call and if busy will attempt to use line 2 and so on in the sequence listed. To change the outbound sequence, highlight the line number you d like to change and enter the line number you want in its place. Line Pools are used primarily when a company has more lines than there are buttons on the phone. There is typically a button on the phone programmed to access a specific line pool. When the line pool button is pressed, the first free line in the pool, from the bottom up, is seized by the Norstar phone system. If you are not sure if your Norstar phone has line pool access, try dialing by pressing Intercom + 9, or Intercom + 8, or Intercom + 7. If you get access to a line with any of these, you have Line Pool access. This does not indicate however, if the line pool is analog or digital. Line Pools can be made up of analog or digital lines. Nortel s Compact ICS and Modular ICS are capable of both analog and digital trunking. Only the Modular 8x24, Compact 6x16 and 3x8 phone systems are restricted to analog lines only. Page 34 of 77

37 Chapter 5: CALL Link Client Installation & Configuration Digital ISDN line pools are available on the Compact and Modular ICS systems only. Primary Rate Interface (PRI) is only available on the Modular ICS (MICS) system. PRI hardware and software is required in order to utilize this digital technology. Currently, the Norstar MICS system can support a maximum of two PRI-ISDN trunk cards, PRI-A and PRI-B. CALL Link can access either or both of these pools. Use Line Pools: When this box is checked, it instructs CALL Link to use an analog line pool. A specific line pool must then be selected from the pull down list box. Unless you are familiar with Norstar programming, to determine what specific line pool a Norstar phone extension has access to, simply use the trial and error method. Start with Pool A, if you can access a line and can dial from CALL Link (see CALL Link Dialer page 50), then you can move on to the next step in the CALL Link configuration. If CALL Link is unable to access a line, try Pool B and so on. Use PRI-A: Check this box to access the digital lines from this pool. Use PRI-B: Check this box to access the digital lines from this pool. Dialer: When making outbound calls, the CALL Link dialer can be utilized to assist in terminating a call. The CALL Link Dialer is typically used in conjunction with the No Database selection. To enable the Dialer, click on the Show Dialer check box. The amount of time the Dialer window is displayed is configurable in seconds. Note: If you are using TeleMagic version 3.x, enable the CALL Link dialer to allow termination of a call. Page 35 of 77

38 Chapter 5: CALL Link Client Installation & Configuration Database: If you use one of the Contact Managers listed in the Database window, click on the appropriate radio button. This will activate the basic lookup and outbound dialing features. Basic Look-up: The Basic Look-up feature utilizes the Caller ID data that accompanies an incoming call and performs a search on the main telephone field of a database upon a user going off-hook on their Norstar phone. NOTE: If an inbound call is answered by a Norstar phone and is subsequently, TRANSFERRED, put on HOLD, or PARKED, all subsequent Norstar phones that receive that call also have the ability for a screen pop to occur. This will occur upon each TRANSFER, HOLD or PARK condition until the call is terminated. To configure the Basic Look-up feature, locate the database that you want to integrate to and click on the corresponding radio button. This will enable the Active X control that will allow for inbound screen pops and outbound dialing from that database. Note: TeleMagic users must refer to Appendix C for special configuration notes. Maximizer users must disable the Tips option. Go to: File Preferences Security System Options Uncheck Show Tips of day at Program Startup Page 36 of 77

39 Chapter 5: CALL Link Client Installation & Configuration The Pop Screen check box enables the built-in CALL Link Caller Information screen pop window. Upon answering an inbound call, the Caller Information window pop displays the Caller ID Information, the calling name and number. The Pop Screen check box is typically used in conjunction with the No Database selection. Note: Caller ID data on an analog C.O. line is received between the first and second ring. If an incoming call is answered too quickly, no Caller ID data will be available and therefore no screen pop will occur. Caller ID data on a digital trunk (PRI-ISDN) is available before the first ring. If the Caller ID phone number is not received by the CALL Link Server (i.e. Private number), no database look-up is attempted. Click on the check box Enable Client Auditor to enable the Client Auditor. See page 48 for more information. Smart Look-up: Smart Look-up is an advanced database look-up feature that allows an unlimited number of phone numbers to be associated to one number. The smart look-up method can associate multiple business numbers, residential, cell phone numbers etc. to a main phone number so that a screen pop can occur regardless of where a contact is calling from! Smart Look-up requires a CALL Link Map be created. The CALL Link MAP is created and administered using a utility called DBViewer. To access the DBViewer go to: Start Programs CALL Link Client for Norstar DBViewer Select Setup from the menu bar. Select Database. Page 37 of 77

40 Chapter 5: CALL Link Client Installation & Configuration Select the database from the list provided by clicking on the corresponding radio button. Click on OK to continue. The various fields in the DBViewer will now be populated with data from the selected database. Click on the Import button on the DBViewer menu. Click on Import on the Import screen. This will begin the import process. After the import is complete, select File from the menu bar and click on Exit to close the DBViewer. The Smart Look-up is now configured. NOTE: See Appendix E for use of MS Outlook with a Public Folder. Page 38 of 77

41 Chapter 5: CALL Link Client Installation & Configuration CALL Link Telephony Application Program Interface (TAPI) Service Provider: CALL Link provides a TAPI SP that enables any TAPI compatible application to access the Norstar switch resources and place an outbound call through a user s Norstar telephone. The CALL Link s TAPI SP is automatically installed upon installation of the CALL Link Client software, however it needs to be added in the Telephony section of the Control panel before it can be used. Click on: PROGRAMS SETTINGS CONTROL PANEL TELEPHONY TELEPHONY DRIVERS Highlight CALL Link TAPI Service Provider. Click on ADD. Click on OK. Windows 95/98/NT 4.0 Telephony Setup: The CALL Link Server applies the rules that control how outbound calls are made. The CALL Link Server requires a 10-digit phone number be sent from the Contact Manager. To facilitate this in Windows 95/98/NT4.0 go to: START SETTINGS CONTROL PANEL TELEPHONY AREA CODE RULES Windows Telephony Area Code Rules Window Click on the Always dial the area code (10-digit dialing) Click on OK. Page 39 of 77

42 Chapter 5: CALL Link Client Installation & Configuration Windows NT 4.0 Telephony Service Setup: In order to provide the ability to terminate a call from the desktop on a Windows NT 4.0 PC, go to: Start Settings Control Panel Services Use the Scroll Bar and scroll down to Telephony Services. Double click on Telephony Service. Click the Allow Service to Interact with Desktop box. Click on OK. Click on Close. Windows NT 4.0 Telephony Service Setup window NOTE: If Windows NT 4.0 and Microsoft Outlook 2000 are being used, the field I am dialing from must be set to United States of America in order to perform outbound dialing properly. Set this field to United States of America if using NT 4.0 and Outlook Windows NT 4.0 Dialing Properties Page 40 of 77

43 Chapter 6: Using CALL Link Client Chapter 6: Using CALL Link Client Page 41 of 77

44 Chapter 6: Using CALL Link Client To start CALL Link Client, go to: Start Programs CALL Link Client for Norstar CALL Link Note: If you have chosen a different Destination Location or Program Folder from the default choices, follow the appropriate path to find and activate CALL Link for Norstar. Once CALL Link Client has been started, the CALL Link icon Windows system tray. will appear in the Integration Differences between Contact Managers/Databases: There are differences between the level of integration and operational differences between the different contact managers that need to be understood. ConverTec Inc. has made every effort to produce the highest quality integration possible to each contact manager system, however the Contact manager itself dictates how well a third party application like CALL Link can integrate with it. The chart below provides overall integration differences between the current Contact Managers supported by CALL Link. Contact Manager Database Started First, CALL Link or database Type of Lookup Used Integration Rating Outbound Dialing Outlook 97,98,2000 Either Smart or Basic Excellent Yes, TAPI ACT! 4.0, 2000 ACT! Smart or Basic Very Good Yes, TAPI Maximizer/Enterprise 5.0/6.x Maximizer Smart or Basic Very Good Yes, TAPI Goldmine 4.0/5.0 Either Smart or Basic Very Good Yes, TAPI TeleMagic 3.x CALL Link Basic Only Good Yes, DDE TeleMagic 4.x CALL Link Basic Only Good Yes, TAPI SalesLogix 3.0 / 4.0 CALL Link Script Good Yes, TAPI TeleMagic requires CALL Link to be started first. Outlook, on the other hand, can be started before CALL Link, after, or not at all! CALL Link can pop an Outlook record even without Outlook being open! Outbound dialing can be accomplished from all Contact Managers along with the ability to terminate a call by clicking on a button on the desktop. All Contact Managers allow for notes to be entered during a call along with the call duration being recorded into the Contact Manager. Page 42 of 77

45 Chapter 6: Using CALL Link Client Database Look-up: CALL Link provides two methods of data base look-ups. One method is called Basic Look-up. Basic Look-up provides the user an out of the box functionality that will search the main telephone field of a database for a match with the Caller ID number. The limitation with the Basic Look-up method is that if a caller calls from a telephone number other than the one listed in the main phone number field of the Contact Manager or database, the record will not be found. ConverTec Inc. solution to the limitation of the basic look-up is Smart Look-up. Smart Look-up requires a CALL Link Map be created which allows an unlimited number of phone numbers be associated with a company or contact. The smart lookup method can associate multiple business numbers, residential, cell phone numbers etc. to a main phone number so that a screen pop can occur regardless of where a contact is calling from! Basic Look-up: Basic Look-up is the default method CALL Link uses to search a database for a record. If a problem occurs with the Smart Look-up, CALL Link will automatically switch to the Basic look-up. The simplest way to determine which Look-up method is being utilized is to answer an incoming call. Note: If no Caller ID number is available for CALL Link to perform a look-up (i.e. Private Number), CALL Link will remain idle and not attempt a look-up for this call only. Note: After CALL Link Client has been started, the first database search will take 3-4 times longer than subsequent Look-ups. This is normal. CALL Link loads data into the computers cache memory during the first search process. CALL Link Basic Look-up Window with Microsoft Outlook Shown above is the type of display offered when a record is not found, by using the Basic Lookup method. Two choices are offered, to add a New Record and to Cancel. If the user knows the caller is not in the database, then the New Record button should be selected. CALL Link will automatically populate the Company and Main Telephone fields of the Contact Manager. To cancel the Look-up, click on Cancel. Page 43 of 77

46 Chapter 6: Using CALL Link Client Smart Look-up: If you have not created a CALL Link MAP, go to page 37. Smart Look-up requires a CALL Link MAP be created in order to operate. When an inbound call is answered using Smart Look-up, a different menu from the Basic Look-up is presented. Smart Look-up Window with Maximizer offering the Association option An additional option is now offered allowing a user to Associate the current caller to an existing record in the database. If New record is selected, the Caller ID information (Name and Number) is entered into the company name and main phone field. Above is an example of the Caller ID information being entered by CALL Link into a new Maximizer record. Page 44 of 77

47 Chapter 6: Using CALL Link Client Using the DBViewer: Note: If a CALL Link MAP has not been created, go to page 37 and create a MAP prior to using this chapter. Start the CALL Link DBViewer: Start Programs CALL Link Client for Norstar DBViewer Click on Database. Select the database from the list provided by clicking on the corresponding radio button. Click on OK to continue. CALL Link DBViewer Contact Manager Selection Page 45 of 77

48 Chapter 6: Using CALL Link Client The CALL Link MAP, which was created in Chapter 5, is now displayed in the top portion of the DBViewer window. Data has also populated the various fields in the DBViewer. The CALL Link DBViewer allows a user the ability to add or delete additional phone numbers associated to a company or contact. An unlimited amount of associated phone numbers can be added to allow a screen pop to occur, regardless of whether that phone number a person is calling from is from that company location or where a contact with the company is calling from another location (i.e. cell phone, residence). To add additional known phone numbers of a company or contact, click on Add, enter the phone number and click on OK. To delete phone numbers in the Additional phone box, highlight the phone number and click on Delete. DBViewer displaying Associated Phone Numbers Page 46 of 77

49 Chapter 6: Using CALL Link Client To Delete a CALL Link MAP: Select the appropriate Contact Manager database Click on Clear Database button on the DBViewer button bar. A confirmation window will open confirming you want to delete this MAP. Click on Yes Note: If no MAP exists for a particular Contact Manager, CALL Link will default back to the Basic Look-up method upon answering the next external phone call. CALL Link Client Auditor: All CALL Link Clients have the ability to log all inbound and outbound calls by made by their telephone. This log is used by the CALL Auditor to apply a filter or a number of filters in order to view only specific calls. To enable the CALL Auditor, right click on the CALL Link Client icon. Left click on Setup. Click on Database. Click on the check box Enable Client Auditor. The CALL Link Client Auditor icon will appear in the Windows system tray. Double click on the CALL Auditor icon. This will open the CALL Auditor window. Page 47 of 77

50 Chapter 6: Using CALL Link Client Setup: The setup window allows different colours to be assigned to the data window if the CALL Link Server s video card cannot display the default minimum colours required (16 bit High Colour). The number of days to retain call data is also defined here. CALL Link Client Auditor Setup Window Note: Call data is not cleared even if it exceeds the Keep records for last days parameter. The CLEARED button must be clicked in order to clear call data after the defined number of days. Delete: Clear: Clicking this button will prompt the user to delete the current record the cursor is at. This button deletes all records beyond the parameter Keep records for days in the setup section. Page 48 of 77

51 Chapter 6: Using CALL Link Client Field Descriptions: Date: The date the call was made or received. Direction: Indicates whether the call was inbound or outbound. Line: Indicates which Logical Line on the Norstar switch was used. Phone number: Indicates the number dialed or the inbound caller ID number. CLID Name: Indicates the inbound caller ID name from the Telephone company. Connect Time: The time that a Norstar extension answers an incoming call. Duration: The length of time a particular extension spent on a call. Filters: Below is a list of filters and their description. These filters can be applied singly, or applied in multiples. After selecting the filter(s), click on Apply to activate the filters. To remove a filter, uncheck the associated box, or to remove all filters, click on All records. The top right corner of the CALL Auditor screen indicates the number of records (calls) associated with the selected filter(s). By Phone Number: Check this box and enter a phone number or partial number. i.e. to filter on all long distance calls, enter a 1 in this box. This box can also be used in conjunction with Direction IN and filter on a specific incoming CLID phone number. i.e. Enter 905 to filter all inbound calls from that area code. By CLID Name: Check this box and enter the name or partial name of the incoming caller ID name. By Line: Check this box and enter a single line or a range. i.e By Date: Check this box and select the From date and To date. Direction: Out: Displays outbound calls. In: Displays inbound calls. In/Out: Displays both inbound and outbound calls. Page 49 of 77

52 Chapter 6: Using CALL Link Client LineInfo: LineInfo is a unique application that allows all CALL Link Client users to visually see all active phone line activity on their Norstar phone system. System data pertaining to a specific line is offered. The logical line number, call status, call direction, Norstar extension number, Norstar telephone set name, Caller ID name and number, outbound dialed number and the duration of the call are all presented in a easy to read window. CALL Link Client LineInfo Window Calls in the LineInfo window are sorted by oldest to newest call from the top down. The calls are colour coded to allow for a quick visual status of all active lines. Parked calls are green, Held calls are black, inbound Ringing calls are red and Active calls are blue. Note: If the * or # key is pressed during a phone call, LineInfo will not display any digits beyond the * or # entry. The * or # keys are generally associated with personal access codes to various security oriented applications such bank by phone and voice mail password codes. CALL Link Dialer: A utility to confirm the operation of outbound dialing from CALL Link is called CALL Link Dialer. To access the CALL Link Dialer; Right click on the CALL Link icon and scroll up to Dial. Left click on dial and the CALL Link Dialer window will open. Enter the telephone number and click on Dial. Page 50 of 77

53 Chapter 6: Using CALL Link Client Dialing with Database Integration: In order that the supported Contact Managers and all other TAPI compatible applications utilize the Norstar telephone to make an outbound call, the CALL Link TAPI SP must be selected in the Contact Manager or TAPI compatible application. Note: Refer to pages 39 and 40 to ensure that the Windows Telephony section has been configured. Below is an example of Maximizer 4.0 Preferences/Dialing setup screen. Note that the TAPI radio button has been selected. Next, the Device button is clicked in order that the CALL Link TAPI SP can be selected as the TAPI device to use. Once CALL Link has been defined in the Dialing section of the Contact Manager or TAPI compatible application, try a test call to ensure outbound calls are being processed properly. Page 51 of 77

54 Chapter 6: Using CALL Link Client Click on the phone icon of the Contact Manager. Depending upon the Contact Manger used, varying options may be offered. Maximizer Dialing Window Microsoft Outlook Dialing Window To terminate a call from the desktop, click on the appropriate button for that particular Contact Manger. Page 52 of 77

55 Chapter 7: CALL Auditor Chapter 7: CALL Auditor Page 53 of 77

56 Chapter 7: CALL Auditor CALL Auditor: Introduction: CALL Auditor receives call data (inbound and outbound) from the CALL Link Server and stores the data in a Microsoft Access database format. CALL Auditor incorporates a userfriendly interface which allows filters to be easily applied. Drill down into the call data to extract specific data and then print a report if desired. A unique feature of CALL Auditor is the tracking of a call each time it gets transferred, parked or put on hold, which is termed a transaction. Each time a transaction occurs, data such as the extension, duration, result, and more is recorded and displayed in the Details window. CALL Auditor User Interface with All records applied Note: CALL Auditor must be enabled before it can begin gathering call data. See page 25 to enable CALL Auditor. To start the CALL Auditor, go to: START Programs CALL Link Server CALL Auditor Page 54 of 77

57 Chapter 7: CALL Auditor Password: This section allows you to add a password in order to restrict access to the Auditor. The password you enter is confirmed by re-entering it in the Confirm Password field. Note that the password you enter is not case sensitive. Color for tables: The setup window allows different colours to be assigned to the two data windows if the CALL Link Server s video card cannot display the default minimum colours required (16-bit High Colour). Page 55 of 77

58 Chapter 7: CALL Auditor Expire days: The number of days to retain call data is defined here. Note: Call data is not cleared even if it exceeds the Keep records for last days parameter. The CLEARED button must be clicked in order to clear call data after the defined number of days. Delete: Clear: Clicking this button will prompt the user to delete all of the records that have been selected via the applied filter(s). This button deletes all records beyond the parameter Keep records for days in the setup section. Field Descriptions: Date: The date the call was made or received. Direction: Indicates whether the call was inbound or outbound. Line: Indicates which Logical Line on the Norstar switch was used. Extension: Indicates the Norstar extension that initiated an outbound call or was the first extension to answer a call. Extension Name: Indicates the name of the Norstar extension. Phone number: Indicates the number dialed or the inbound caller ID number. CLID Name: Indicates the inbound caller ID name from the Telephone company. Ring Time: The time that the Norstar switch receives the first ring. Connect Time: The time that a Norstar extension answers an incoming call. Result: The different results are hold/transfer, park, no answer and on hook. Disconnect Time: The time a Norstar extension terminates a call. The disconnect can be the result of a hold/transfer, park or on-hook state. Duration: The length of time a particular extension spent on a call. Direction: Out: Displays outbound calls. In: Displays inbound calls. In/Out: Displays both inbound and outbound calls. Page 56 of 77

59 Chapter 7: CALL Auditor Filters: Below is a list of filters and their description. These filters can be applied singly, or applied in multiples. After selecting the filter(s), click on Apply to activate the filters. To remove a filter, uncheck the associated box, or to remove all filters, click on All records. The top right corner of the CALL Auditor screen indicates the number of records (calls) associated with the selected filter(s). By Ext. Name: Check this box and enter the name of a Norstar extension. By Extension: Check this box and enter a Norstar extension. By Phone Number: Check this box and enter a phone number or partial number. i.e. to filter on all long distance calls, enter a 1 in this box. This box can also be used in conjunction with Direction IN and filter on a specific incoming CLID phone number. i.e. Enter 905 to filter all inbound calls from that area code. By CLID Name: Check this box and enter the name or partial name of the incoming caller ID name. By Line: Check this box and enter a single line or a range. i.e By Date: Check this box and select the from date and to date. By Call Duration: Check either the greater than, less than or both to filter calls that lasted for a specified length of time in minutes. CALL Auditor utilizing filters to display inbound calls received by extension 221 with a duration 1 minute and greater. Page 57 of 77

60 Chapter 7: CALL Auditor Details (transactions): The Details section of CALL Auditor is an industry first. CALL Auditor tracks a call regardless of the number of times it is transferred, parked or put on hold. The ability to track calls transferred from extension to extension through an office is a valuable tool. For example, a report can be generated to show how many calls were answered by the Auto Attendant and subsequently transferred to a Sales Agent. Below is an example displaying all inbound calls that were answered and transferred to extension 555. CALL Auditor utilizing Detail filters to display all calls transferred to extension 555. The Details filtering section has three parameters to filter on: By Date By Extension Call Direction Click on the Apply button to activate the filters in the Detail section. CALL Auditor data: CALL Auditor data is stored in a Microsoft Database format. This file can be imported into another application to have customized reports generated. The CALL Auditor data file is located on the CALL Link Server in the CALL Server directory. i.e. C:\CallServer\CallLog.mdb Page 58 of 77

61 Chapter 7: CALL Auditor Printing CALL Auditor Reports: After selecting the appropriate filter(s), click on the Print button located on the CALL Auditor tool bar. The CALL Link Print window opens providing options to preview the report prior to printing along with selecting the printer to print to. The lower portion of the report displays the filters that were applied to this report. Total number of records Date the report was printed Page number of report Filter(s) applied to this report. Page 59 of 77

62 Chapter 7: CALL Auditor Optional Report Package: The Optional Report Package extends the reporting capabilities of CALL Link s CALL Auditor. Advanced reports, charts and graphs can be produced easily and quickly. The Optional Report Package is enabled by a key-code on the VCM Server Registration page. To access the Optional Report Package, click on the Optional Report Package icon on the VCM CALL Auditor toolbar. Optional Report Package Report Wizard Begin by selecting the Report Category. Each category has a number of reports in both detail and summary formats. The summary reports include the ability to produce a graph by clicking on the Generate Chart button. Six Graph types are available Page 60 of 77

63 Chapter 7: CALL Auditor Select Criteria: To drill down and filter the call data for specific parameters, click on the Criteria button. Filters can be applied singly, or combined in multiples. After selecting the filter(s), click on Apply to activate the filters. To remove a filter, remove the entry or to remove all filters, click on All records on the CALL Auditor main screen. The Criteria selection allows specific call data be selected Extension Name: Enter the name of a Norstar extension. Extension Number: Enter the Norstar extension(s) using the format; 221 or 221,227,229 or 221, Phone Number: Enter a phone number or partial number. i.e. to filter on all long distance calls, enter a 1 in this box. This box can also be used in conjunction with Direction IN and filter on a specific incoming CLID phone number. i.e. Enter 905 to filter all inbound calls from that area code. CLID Name: Enter the name or partial name of the incoming caller ID name. Line: Enter a single line, multiple lines and/or a range using the format; 1 or 1,2,5 or 1,2,5-25 Date and Time: Use the pull-down box s to select from preformatted lists or individually select the Starting from and Finished to dates along with Minimum and Maximum times. Call Duration: Use the pull-down box s to select from the lists for the greater than and/or less than call duration or enter the call duration period in 1 minute increments. Page 61 of 77

64 Chapter 7: CALL Auditor Below are sample reports and graphs that can be produced. Detailed Calling by Day provides a breakdown of calls by a particular extension on a given day and includes the complete path each call took including transfer, held and parked occurrences. Using the Criteria selection, you can apply filters to drill down and display only the information you want. Page 62 of 77

65 Chapter 7: CALL Auditor Summary Calling By Extensions provides a method to analyze the volume of calls and the average talk time on a per extension basis. By utilizing the Criteria selection, add filters to drill down to incorporate specific extensions and lines, call direction, long distance calls and much more. Page 63 of 77

66 Chapter 7: CALL Auditor Above are two different views of the same call data. The data could represent the volume of calls handled by a help desk or sales department. Page 64 of 77

67 Chapter 8: Appendices Chapter 8: Appendices Page 65 of 77

68 Chapter 8: Appendices Appendix A Database compatibility Chart Database/Contact Version Outbound Dialing Inbound Screen Pop Manager (CALL Link TAPI SP) Basic Look-up Smart Look-up ACT! 4.0 / 2000 Yes Yes Yes Goldmine 4.0 / 5.x Yes Yes Yes SalesLogix 3.0 / 4.0 Yes Yes No Maximizer 5.0 / 6.0 Yes Yes Yes Maximizer Enterprise 5.0 / 6.0 Yes Yes Yes Microsoft Outlook 97,98,2000 Yes Yes Yes TeleMagic Enterprise 3.x Yes (DDE) Yes (1) No TeleMagic Enterprise 4.x Yes Yes (1) No Microsoft Access Yes Yes (2) No Microsoft Visual FoxPro Yes Yes (2) No Borland Delphi Yes Yes (2) No Visual Basic Yes Yes (2) No Note 1. TeleMagic requires that telephone fields that CALL Link should search be indexed. CALL Link is capable of searching all three levels of TeleMagic. All information is available on the CALL Link for Norstar CD or on ConverTec s web site ( Note 2. Software developers can utilize CALL Link s Active X Control to provide full featured screen pops. A separate developer folder is provided on the CALL Link for Norstar CD or off of ConverTec s web site. A test utility along with examples of integrating CALL Link s Active X object are provided. Page 66 of 77

69 Chapter 8: Appendices Appendix B Troubleshooting 1. The following error message is displayed upon starting the CALL Link server. Possible causes for this error message are; No power to the CTA No live TCM (Norstar extension) port Serial cable not connected Serial port on CALL Link server not functioning properly Confirm the above are checked and reboot the CALL Link server until there is no error message appearing. Page 67 of 77

70 Chapter 8: Appendices Appendix C TeleMagic Integration TeleMagic is a unique contact manager because of its ability to customize every field within the database. Because of this, CALL Link requires specific actions be taken to enable screen pops and outbound dialing to occur. If inbound screen pops are not required but outbound dialing from the TeleMagic phone icon is, see chapter 6, Note: CALL Link currently supports Windows 95/98 Desktops with TeleMagic version 3.x. Windows 95/98/NT4.x, Millennium and 2000 are all supported with TeleMagic 4.x. TeleMagic Inbound Screen Pop Setup: Note: Familiarity with creating TeleMagic fields, indexes and the TeleMagic rebuild process, along with using TeleMagic s Screen Designer is required. ConverTec recommends that a TeleMagic Dealer be contacted if unsure of the required changes in this appendix. From the CALL Link CD-ROM, the TeleMagic Integration folder contains all the necessary files to integrate both TeleMagic versions 3.x and 4.x. TeleMagic Setup for Version 3.x Using the chart below, copy the files listed to their appropriate directory: File Name TeleMagic Ver. 3.x Calllink.app Copy to main tmwin directory and all node directories Hooks.cdx Copy to the main tmwin directory Hooks.dbf Copy to the main tmwin directory Menus.cdx Copy to the main tmwin directory Menus.dbf Copy to the main tmwin directory CALL Link requires that two new fields be created for version 3.x. 1. MAINPHONE From the Edit Fields section of TeleMagic, create the new field in level one. MAINPHONE must be a phone field. Above is an example from the Edit Field window from TeleMagic version 3.5. The telephone number must not contain any blanks, dashes or brackets. The phone number must consist of 10 digits. If you would like the Caller ID number to be automatically added to the MAINPHONE field, add the following to the default Value field: m.bhi_telno Page 68 of 77

71 Chapter 8: Appendices TeleMagic version 3.5, Field Edit Window 2. MAINAME From the Edit Fields section of TeleMagic, create the new field in level one. MAINAME must be a character field. The field should be 15 characters in length. This is the maximum number of characters that is transmitted from the Telephone companies. If you would like the Caller ID name to be automatically added to the MAINAME field, add the following to the default Value field: m.bhi_telnm Create Indexes for both MAINAME and MAINPHONE. Using TeleMagic s Screen Designer, add the two new fields to level one (Company Level). Perform a rebuild on the database that the new fields and indexes were added to. Page 69 of 77

72 Chapter 8: Appendices TeleMagic Setup for Version 4.x: 1. Copy callset.exe and callnk32.app to the \tm4\programs folder. 2. To execute the program, double click on callset.exe in the tm4\programs folder. The screen will display the 3 options available File, Install and Remove. To install the Callnk32.app in the hooks file, click on Install. A confirmation message will be displayed. To remove Callnk32.app from the hooks file, click on remove. A confirmation message will be displayed. To exit the program without doing anything, click on file and then exit. Node Modification Copy calllink.app to all Tmnode client directories. Page 70 of 77

73 Chapter 8: Appendices Create an Index for each phone field that you want searched. These fields can be on any or all three levels of TeleMagic. The index for the phone field must NOT be case sensitive. CALL Link will always search from levels 3 to 2 to 1, in this order. If you would like the Caller ID number to be automatically added to a specific phone field, add the following expression to the default Value of that phone field: if ( m.cbhiphone ) == C, m.cbhiphone, ) Rebuild the indexes that were created. Exit TeleMagic and Log back in to start using the new indices. How the Search Works: NOTE: CALL Link Client must be running prior to starting TeleMagic. If you stop CALL Link Client, you must exit from TeleMagic and restart CALL Link and then TeleMagic. Above is the error message when TeleMagic is started prior to CALL Link. If this message is displayed, simply exit from TeleMagic and start CALL Link Client prior to TeleMagic. Page 71 of 77

74 Chapter 8: Appendices A search will commence and if the record is found, the screen will switch to that record. If the record is not found, the user is presented with a TeleMagic Add Record dialog box prompting the user to add a new record or to cancel TeleMagic Outbound Dialing Setup: Ensure the CALL Link TAPI SP has been added. (See page 42 in the Installation/User Guide) Ensure that the Windows Telephony section has been completed. (see page 42 in the Installation/User Guide) If using Windows NT 4.0, ensure Windows NT 4.0 Telephony Service Setup has been completed (see page 42) In TeleMagic (versions 3.x and 4.x), go to: Options Preferences Dialer Remove any entries in these fields. The CALL Link Server handles all call rules, which include any local/long distant area codes, long distance prefix, and local prefix numbers. Page 72 of 77

75 Chapter 8: Appendices Select None for the Com Port field in TeleMagic versions 3.x. Remove any digits in these fields Select None for Com Port TeleMagic 3.5 Dialer Setup window Delete all digits in these fields TeleMagic 4.5 Dealer Setup Window Select CALL Link TAPI SP Page 73 of 77

76 Chapter 8: Appendices Appendix D SalesLogix Integration SalesLogix Inbound Screen Pop Setup Download the self-extracting SalesLogix Integration file from or obtain the CD-ROM version from your CALL Link Dealer. The SalesLogix Integration file contains all the necessary files to integrate both SalesLogix versions 3.x and 4.x. SalesLogix Inbound Screen Pop requires installation of a CALLLink.cxb bundle in SalesLogix Workgroup Administrator. To install a bundle: 1. Open Bundle Manager. 2. Click Install. 3. Navigate to the CALLLink.cxb bundle and click the bundle. 4. Click Open. 5. Choose the Bundle Actions to install, and click OK. The default is All Actions. 6. Click Yes, No, All (to replace all), or No to All as appropriate if the bundle contains components that will replace existing database components. 7. Click Yes or No as appropriate to release plug-ins in the bundle. 8. If necessary, select the teams to which the plug-ins will be released and click OK. The default is Everyone. In CALL Link Client Setup on the Database window, click on the SalesLogix radio button: CALL Link is capable of searching all four fields of telephone numbers in SalesLogix. A search will commence, and if the record is found, the screen will switch to that record. Page 74 of 77

77 Chapter 8: Appendices If the record is not found, the user is presented with a SalesLogix Add Record dialog box prompting the user to add a new record, or to cancel. Page 75 of 77

78 Chapter 8: Appendices SalesLogix Outbound Dialing Setup Ensure that the CALL Link TAPI SP has been added. See page 40. Ensure that the Windows Telephony section has been completed. See page 40. If using Windows NT 4.0, ensure that Windows NT 4.0 Telephony Service Setup has been completed. See page 41. In SalesLogix (versions 3.x and 4.x), go to: Tools > Dial Phone > SalesLogix Dialer > Connection The CALL Link TAPI SP can be selected as a TAPI device by: Once CALL Link has been defined in the Dialing section of the Contact Manager or TAPI compatible application, try a test call to ensure outbound calls are being processed properly. Click on the phone icon of the Contact Manager. Depending upon the Contact Manager used, varying options may be offered. Page 76 of 77

79 Chapter 8: Appendices To terminate a call from the desktop, click on the appropriate button for that particular Contact Manager. Page 77 of 77

80 Chapter 8: Appendices Appendix E Microsoft Outlook Integration to Public Folders Using the CALL Link Database Viewer, you may select which MS Outlook Contacts Folder to use. To select a Contacts folder, go to: Start > Programs > CALL Link Client > CALL Link DBViewer After you select Outlook the local Contacts database folder is presented as a default location. To change to a different folder, click the Change button. Browse and select the folder. Click OK. NOTE: Once the Contact folder has been selected, CALL Link must be stopped and restarted to save the changes made. Page 78 of 77

81 Chapter 8: Appendices The selected folder will be displayed in the Folder window. NOTE: 1. See page 43 to complete the Smart Lookup feature. 2. See page 50 to complete the Dialing with Database Integration. Page 79 of 77