Arc Console Operator Manual.book

Arc Enterprise
Console Operator Attendant
User Guide
Version 5.0.2
© 2009 Arc Solutions (International) Ltd. All rights reserved
No part of this documentation may be reproduced in any form or by any means or used to make
any derivative work (such as translation, transformation, or adaptation) without permission from Arc
Solutions (International) Limited.
Arc Solutions (International) Limited reserves the right to revise this documentation and to make
changes to its content from time to time without obligation on the part of Arc Solutions
(International) Limited to provide notification of such revision or change.
Cisco is a registered trademark of Cisco, inc.
Unless otherwise indicated, Arc Solutions (International) Limited registered trademarks are
registered in the United Kingdom and may or may not be registered in other countries.
All trademarks acknowledged.
Europe
Americas
Asia Pacific
Middle East & Africa
Arc Solutions
(International) Ltd.
Arc Solutions
(International) Inc.
Arc Solutions
(International) Ltd.
Mettoni FZE
Innovation House
Pincents Lane,
Reading, Berkshire.
RG31 4UH
Research Triangle Park
4819 Emperor Blvd
Durham
North Carolina 27703
2 Marks Street
Naremburn
NSW 2065
Australia
Room D306
Dubai Silicon Oasis
PO Box 341042
Dubai. U.A.E.
T: +44(0) 118 943 9200
f: +44(0) 118 943 9201
T: +1 877 956 0272
f: +1 919 313 4794
T: +61 409 692 480
F: +61 (0)2 9437 4595
T: +971 4 501 5600
F: +971 4 501 5604
e: info@arcsolutions.com
e: inquiries@arcsolutions.com
e: info@arcsolutions.com
e: info@arcsolutions.com
Support
0870 220 2205 or
+44(0) 118 943 9205
from outside the UK
Support
+1 877 956 0272
Support
+61 1300 797 724 or
+44(0) 118 943 9212
Support
+44(0) 118 943 9205
www.arcsolutions.com
A Mettoni Limited Company
1st Edition, July 2008 - Version 5.0.0
2nd Edition, August 2008 - Version 5.0.1
3rd Edition, January 2009 - Version 5.0.2
The equipment complies with all the relevant
conditions if used in accordance with the manual
V5.0.2_PR0109_b
Written by Mark Kent
Printed in England
CONTENTS
CONTENTS ................................................................................................................................. 1 - iii
Section 1: Introduction .............................................................................................................1 - 1
The Application ...................................................................................................................................... 1 - 1
Accessibility ............................................................................................................................................. 1 - 1
About the User Guide ............................................................................................................................ 1 - 1
Inside the User Guide ............................................................................................................................. 1 - 1
1.1 Text Conventions in This Guide ....................................................................................................... 1 - 2
Section 2: Licence Agreement ...............................................................................................2 - 1
Section 3: Contact Information and Services Available ......................................................3 - 1
Section 4: Getting Started ........................................................................................................4 - 1
4.1 Keyboard Layout and Labels .......................................................................................................... 4 - 1
4.1.1 Label and Keyword Description ................................................................................................ 4 - 1
4.1.2 Additional Functions ................................................................................................................... 4 - 2
4.1.3 Colour Coded Keyboard ........................................................................................................... 4 - 3
4.2 Logging In .......................................................................................................................................... 4 - 3
4.3 Console Permissions ......................................................................................................................... 4 - 4
4.4 Logging Out ...................................................................................................................................... 4 - 4
4.5 Exit ...................................................................................................................................................... 4 - 4
4.6 Break Mode and Queue Unavailable ........................................................................................... 4 - 4
4.6.1 Break Mode ................................................................................................................................. 4 - 4
4.6.2 Queue Unavailable ..................................................................................................................... 4 - 5
4.7 Interface ............................................................................................................................................ 4 - 5
4.7.1 Menu Bar ...................................................................................................................................... 4 - 6
4.7.2 Tool Bar ......................................................................................................................................... 4 - 8
4.7.3 Queues (F9) .................................................................................................................................. 4 - 9
4.7.4 Queue Calls (F8) ........................................................................................................................ 4 - 10
4.7.5 Active Calls (F7) ......................................................................................................................... 4 - 10
4.7.6 Directories .................................................................................................................................. 4 - 11
4.7.6.1 Internal Directory (F3) ......................................................................................................... 4 - 12
4.7.6.2 External Directory (F4) ......................................................................................................... 4 - 13
4.7.7 Calls In Progress ......................................................................................................................... 4 - 15
4.7.8 Call Parking Devices Field ........................................................................................................ 4 - 15
4.7.9 Speed Dial Field ......................................................................................................................... 4 - 16
4.8 Working in the Fields ....................................................................................................................... 4 - 17
4.8.1 Adding Contact in Directories ................................................................................................. 4 - 17
4.8.2 Finding Contacts in the Directories ......................................................................................... 4 - 18
4.8.2.1 Direct Database Searching ............................................................................................... 4 - 18
4.8.2.2 Phonetic Searching ................................................................................................................ 4 - 18
4.8.2.3 “AND” Searching ................................................................................................................. 4 - 19
4.8.2.4 Lateral Searching (CTRL+F2) .............................................................................................. 4 - 19
4.8.2.5 Drill Down .............................................................................................................................. 4 - 21
4.8.3 To Add an entry to the Speed Dial Field ................................................................................ 4 - 21
4.8.4 To Delete an entry from the Speed Dial Field ........................................................................ 4 - 22
4.8.5 To Update an entry in the Speed Dial field ............................................................................ 4 - 22
4.8.6 To Dial a number in the Speed Dial Field ............................................................................... 4 - 22
4.8.7 Viewing Calendar Schedules .................................................................................................. 4 - 23
Section 5: Initialising Console Operator .................................................................................5 - 1
5.1 General .............................................................................................................................................. 5 - 1
5.1.1 Popup Application When ..........................................................................................................5 - 2
5.1.2 Auto Dial ....................................................................................................................................... 5 - 2
5.1.3 Local Area Code. ........................................................................................................................ 5 - 2
Arc Enterprise Console Operator Attendant - User Guide
iii
5.1.4 Use External Access Number ......................................................................................................5 - 2
5.1.5 Use International External Access Number ...............................................................................5 - 3
5.1.6 Voicemail .....................................................................................................................................5 - 3
5.1.7 SMS Display Name/Number .......................................................................................................5 - 3
5.2 Call Transfers ......................................................................................................................................5 - 3
5.2.1 When Dragging and Dropping or Double Clicking .................................................................5 - 4
5.2.1When Blind Transferring ................................................................................................................5 - 4
5.2.2 When Re-establishing a Call ......................................................................................................5 - 4
5.3 Call Park .............................................................................................................................................5 - 5
5.3.1 Personal Call Park ........................................................................................................................5 - 5
5.3.2 After a call has been parked .....................................................................................................5 - 5
5.4 Mute ...................................................................................................................................................5 - 5
5.4.1 Performing a search ....................................................................................................................5 - 6
5.4.2 Pressing numeric keys to dial numbers .....................................................................................5 - 6
5.4.3 Changing or selecting Directory screens .................................................................................5 - 6
5.5 Call Recording ..................................................................................................................................5 - 6
5.6.1 When I have made myself unavailable ....................................................................................5 - 7
5.6.2 When a queued call is waiting to be answered .....................................................................5 - 7
5.6.3 When a call has timed out .........................................................................................................5 - 7
5.7 Queued Calls ....................................................................................................................................5 - 7
5.7.1 When a queued call is selected ................................................................................................5 - 8
5.7.2 Indicator Colour ...........................................................................................................................5 - 8
5.8 Display ................................................................................................................................................5 - 9
5.8.1 When a section becomes selected ........................................................................................5 - 10
5.8.2 Display Call Information ............................................................................................................5 - 10
5.8.3 When a call is selected .............................................................................................................5 - 10
5.8.4 When dragging and dropping ................................................................................................5 - 10
5.9 Internal Directory ............................................................................................................................5 - 10
5.9.1 Default Display Order ................................................................................................................5 - 11
5.9.2 Show the following information ...............................................................................................5 - 11
5.9.3 Search Based On .......................................................................................................................5 - 11
5.10 External Directory ..........................................................................................................................5 - 12
5.10.1 Default Display Order ..............................................................................................................5 - 12
5.10.2 Show the following information .............................................................................................5 - 12
5.10.3 Search Based On .....................................................................................................................5 - 12
5.11 Alternate Numbers .......................................................................................................................5 - 13
5.11.1 Alternate Numbers Display Order, .........................................................................................5 - 13
5.12 Field Headers ................................................................................................................................5 - 14
5.13 Secondary Sort ..............................................................................................................................5 - 15
5.14 Filter Search ...................................................................................................................................5 - 16
5.14.1 When Searching Names .........................................................................................................5 - 16
5.14.2 AND Searching ........................................................................................................................5 - 16
5.14.3 When Performing a Filter Search ...........................................................................................5 - 16
5.14.4 Lateral Searching ....................................................................................................................5 - 17
5.15 Primary Server ................................................................................................................................5 - 17
5.16 Alternate Server ............................................................................................................................5 - 18
5.17 Presence ........................................................................................................................................5 - 19
Section 6: Using Console Operator ........................................................................................ 6 - 1
6.1 Answering Calls .................................................................................................................................6 - 2
6.1.1 Internal Calls .................................................................................................................................6 - 2
6.1.2 External Calls ................................................................................................................................6 - 2
6.1.2.1 Selecting a Queue ................................................................................................................6 - 2
6.1.3 Answering Calls ............................................................................................................................6 - 2
6.1.3.1 Salutation ................................................................................................................................6 - 3
6.1.4 Answering Direct Calls to the Handset .....................................................................................6 - 4
6.2 Placing Calls on Hold .......................................................................................................................6 - 4
6.2.1 Holding Calls ................................................................................................................................6 - 4
6.2.2 Device Status ...............................................................................................................................6 - 5
iv
6.2.3 To Hold Call with Notes ............................................................................................................... 6 - 6
6.3 Retrieving Held Calls ........................................................................................................................ 6 - 7
6.4 Muting Calls ...................................................................................................................................... 6 - 8
6.4.1 Manual Muting ............................................................................................................................ 6 - 9
6.4.2 Automatic Muting ..................................................................................................................... 6 - 10
6.5 Using Emergency Mode ................................................................................................................ 6 - 10
6.6 Call Parking ..................................................................................................................................... 6 - 11
6.7 Retrieving Parked Calls .................................................................................................................. 6 - 12
6.8 Personal Call Parking ..................................................................................................................... 6 - 13
6.9 Retrieving Personal Parked Calls .................................................................................................. 6 - 14
6.10 Camp on Calls .............................................................................................................................. 6 - 15
6.11 Conference Calls ......................................................................................................................... 6 - 15
6.12 Transfer Calls ................................................................................................................................. 6 - 16
6.12.1 Initiating An Internal Blind Transfer ......................................................................................... 6 - 17
6.12.2 Initiating An External Blind Transfer ........................................................................................ 6 - 17
6.12.3 Initiating an Internal Consult Transfer .................................................................................... 6 - 18
6.12.4 Initiating an External Consult Transfer ................................................................................... 6 - 18
6.12.4.1 FAC and CMC Settings ..................................................................................................... 6 - 19
6.13 Toggle Calls ................................................................................................................................... 6 - 19
6.13.1 Toggle Calls during Consult Transfer ..................................................................................... 6 - 20
5.14 Sending Email ............................................................................................................................... 6 - 21
6.15 Making Calls .................................................................................................................................. 6 - 21
6.15.1 Make an Internal Call ............................................................................................................. 6 - 21
6.15.2 Making External Calls .............................................................................................................. 6 - 21
6.15.2.1 FAC and CMC Settings ..................................................................................................... 6 - 22
6.16 Speed Dials ................................................................................................................................. 6 - 23
6.17 Recording Calls ............................................................................................................................ 6 - 24
6.18 Clearing Calls ................................................................................................................................ 6 - 24
6.19 Re-establish Calls .......................................................................................................................... 6 - 24
6.20 Contact Properties ....................................................................................................................... 6 - 25
6.20.1 Adding Contact Properties .................................................................................................... 6 - 26
6.20.2 Adding Absent Message and Contact Information ........................................................... 6 - 26
6.21 Paging ........................................................................................................................................... 6 - 28
6.21.1 Paging a Single IP Phone User ............................................................................................... 6 - 28
6.21.2 Paging a Group ....................................................................................................................... 6 - 33
6.21.3 Handling Page Responses ...................................................................................................... 6 - 39
6.21.4 Reclaiming a Page Request .................................................................................................. 6 - 40
6.21.5 Handling Timed out Page Requests ...................................................................................... 6 - 40
6.22 SMS Messaging ............................................................................................................................. 6 - 41
6.22.1 Send SMS Message box .......................................................................................................... 6 - 42
6.23 Presence and BLF ......................................................................................................................... 6 - 43
6.23.1 Arc Presence Status ................................................................................................................ 6 - 45
6.23.1.1 Viewing Status Details ....................................................................................................... 6 - 46
6.23.2 Microsoft Presence Status (LCS or OCS) ............................................................................... 6 - 48
6.23.3 Cisco Presence Status (CUPs) ................................................................................................ 6 - 50
6.24 Operator Call handling ............................................................................................................... 6 - 51
6.25 Set Call Forwarding ...................................................................................................................... 6 - 53
6.26 Reverted Call Control .................................................................................................................. 6 - 54
6.27 Call Controls for Retrieved Calls ................................................................................................. 6 - 55
6.28 Serial Calling ................................................................................................................................. 6 - 56
Arc Enterprise Console Operator Attendant - User Guide
v
Section 7 Handling Server Failover ........................................................................................ 9 - 1
Section 8 Glossary ................................................................................................................. 10 - 1
Appendix A - Feature Management .....................................................................................A - 1
Appendix B: List of Figures ...................................................................................................... 1 - 1
Appendix C: List of Tables ....................................................................................................... 1 - 1
Index ......................................................................................................................................... 1 - 1
vi
Section 1: Introduction
Welcome to the Arc Console Operator Attendant User Guide. Arc Console Operator Attendant is a
part of the Arc Enterprise Suite, and offers an efficient application specially designed for handling
calls and messages. This application enables the users to answer calls from predefined set of Queues
and transfer them to desired extensions.
This document assumes that the reader has knowledge of:z
A basic understanding of Windows 2000/XP/2003/Vista (32bit),
z
An awareness of basic switchboard functionality
The Application
The application enables the users to perform comprehensive tasks like Call Conference, Call Transfer,
Call Parking and Call Retrievals. The user-friendly design of the application gives speed and flexibility
to the users and facilitates them to manipulate calls with simple mouse clicks or keystrokes.
Accessibility
Arc Operator is compatible with JAWS® screen reading software for Windows which is a powerful
accessibility solution that reads information on your screen using synthesized speech. JAWS provides
many useful commands that make it possible for visually impaired Operators to use the Arc Operator
Console. With a refreshable braille display, JAWS can also provide braille output in addition to, or
instead of, speech. An array of versatile features and customizable options lets you tailor JAWS for
your individual needs and preferences. Third party companies can also tailor the way JAWS works
with Arc Operator to cater for individual Blind Operator requirements.
About the User Guide
The purpose of this user guide is to:
z Provide information on configuring and initialising the Operator application.
z Instruct the user how to perform actions related to answering, holding, receiving, camp-
ing on, conferencing, and transferring calls. It also discusses procedures for toggling,
making and retrieving calls.
Inside the User Guide
There are three main sections within this guide. These sections explain the functionality in a way that
the users can easily get familiar with the Console Operator, perform different actions and customise it.
z Getting Started
This section explains the interface of the Console Operator. The basic functions of starting up and
logging into the application are explained here.
z Initialising Console Operator
This section guides the users to customise the application. Different configurations and preferences
are also explained in this section.
z Using Console Operator
This section covers topics on answering and clearing calls, taking notes, holding, transferring and
making calls. It also instructs the ways to record and park calls and send instant text messages to IP
Phone users.
Arc Enterprise Console Operator Attendant - User Guide
1-1
There is also a License, Product Overview, Contact Information, Glossary, a Table of Figures and an
Index provided in this document.
1.1 Text Conventions in This Guide
The following conventions will be used throughout this guide to help differentiate between the
different actions required.
Navigation around the operating environment or products such as Cisco CallManager or Arc
Console via menu or hyperlinks are denoted in bold with > as a separator. An example being Start >
Control Panel > Phone and Modem Options or File > Start CT Server
Fields that require data entered in are denoted in Bold typeface. An example being Add Device
Range, From and To
Fields that have previously been entered, or have been defined in a previous stage are defined in
bold italic. For example when changing a password, where you have to enter a User Name
operator1, (the Operator1 account would have been set up prior to this point in the instructions).
1-2
Section 2: Licence Agreement
SOFTWARE LICENCE THIS LICENCE GOVERNS YOUR USE OF THE SOFTWARE VERSION OF
ARC ENTERPRISE (THE “SOFTWARE”). YOU AGREE THAT YOU HAVE READ AND UNDERSTAND THIS
AGREEMENT AND AGREE TO BE BOUND BT ITS TERMS AND CONDITION. IF YOU DO NOT UNDERSTAND
THEM, YOU SHOULD SEEK ASSISTANCE FROM YOUR LEGAL ADVISOR.
1
LICENCE
1.1
Arc Solutions (International) Ltd. (the “Licensor”)
grants you an exclusive licence to use the Software
subject to these terms and conditions (the “Licence”).
In consideration of the Licensor granting the Licence,
you agree to adhere to these terms and conditions.
2
2.1
2.2
2.3
2.4
3
3.1
3.1.1
3.1.2
3.1.3
4
4.1
4.1.1
4.1.2
4.1.3
4.1.4
4.1.5
4.1.6
5
5.1
5.2
5.3
5.4
TERM AND TERMINATION
Your Licence shall commence on the acceptance of
these terms and conditions and will terminate
automatically if you fail to comply with any of the
terms and conditions of this Licence.
Termination of this Licence does not affect either
parties accrued rights and obligations as at the date
of termination.
Upon termination of this Licence for whatever reason,
you shall cease to make any use of the Software and
you will destroy the Software together with all copies
in any form.
All provisions of this Licence, the survival of which are
necessary for the interpretation or enforcement of a
parties rights or obligations, shall survive termination of
this Licence and shall continue in full force and effect.
6
6.1
6.2
PERMITTED ACTS
You are permitted to do the following:
load the Software on one system only as long as that
system is under your control at all times;
use the Software as an operator console with
additional modules as purchased;
make one backup copy of the Software in support of
your permitted use of it.
7
You are prohibited from doing, or allowing others to
do, the following:
using or copying the Software except to the extent
permitted by this Licence or by statute;
accessing or using the Software via any kind of
computer network;
transferring the Software, and/or the Licence to any
other individual or entity whether on a permanent or
temporary basis. If you transfer possession of any copy
of the Software to another person, your Licence is
automatically terminated;
distributing, selling, renting, loaning, sub-licensing or
otherwise dealing in the Software;
altering, adapting, merging, modifying or translating
the Software in any way for any purpose, including,
without limitation, for error correction except to the
extent permitted by statute;
reverse-engineering, disassembling or decompiling
the Software except that you may decompile the
Software to the extent permissible by law.
8
7.1
PROHIBITED ACTS
WARRANTIES AND INDEMNITIES
Licensor makes no representations about the
suitability, reliability, timeliness and accuracy of the
Software for any purpose. The Licensor hereby
disclaims and excludes all warranties and similar terms
and conditions with regard to the Software, including
all warranties, terms and conditions of
merchantability, satisfactory quality and fitness for
purpose whether implied or otherwise.
By accepting the terms of this Licence, you are
acknowledging that the exclusions of liability
contained herein are reasonable.
You acknowledge that software is in general not
error-free and agree that the existence of such errors
shall not constitute a breach of this Licence.
Arc Enterprise Console Operator Attendant - User Guide
8.1
8.2
8.3
8.4
8.5
8.6
You hereby undertake to the Licensor that you will,
without prejudice to any other right of action which
the Licensor may have, at all time keep the Licensor
fully and effectively indemnified against all and any
liability (which liability shall include, without limitation,
all losses, costs, claims, expenses, demands, actions,
damages, legal and other professional fees and
expenses on a full indemnity basis) which the Licensor
may suffer or incur as a result of, or by reason of, any
use of the Software by you or any breach or nonfulfilment of any of your obligations in respect of this
Licence.
DISCLAIMER
In no event will the Licensor be liable for any direct,
indirect, consequential, incidental, or special
damage or loss of any kind (including without
limitation loss of profits, loss of contracts, business
interruptions, loss of or corruption to data) however
caused and whether arising under contract, tort,
including negligence, or otherwise.
The Licensor does not exclude or limit liability for death
or personal injury resulting from an act or negligence
of the Licensor or any other liability from which it is
precluded from excluding by law.
INFRINGEMENT
You undertake to promptly notify the Licensor of any
threatened or actual infringement of any proprietary
rights in the Software which comes to your notice and
shall, at the Licensors request and expense, do all
such things as are reasonably necessary to defend
and enforce any such proprietary rights in the
Software.
GENERAL
A failure to exercise or delay in exercising a right or
remedy provided by this Licence or by law by a party
does not constitute a waiver of the right or remedy or
a waiver of those rights or remedies. No single or
partial exercise of a right or remedy provided by this
Licence or by law prevents further exercise of the right
or remedy.
This Licence shall be subject to, and construed and
interpreted in accordance with, English Law and the
parties irrevocably submit to the exclusive jurisdiction
of the English Courts.
This Licence constitutes the entire agreement of the
parties and supersedes all prior communications,
representations, agreements or understandings,
either verbal or written, between the parties with
respect to the subject matter hereof. Notwithstanding
any of the above, nothing in this paragraph is
intended to or shall operate as an exclusion of liability
for any fraudulent act or wilful default of either party.
This Licence may not be altered, modified, amended
or otherwise changed except by supplemental
written agreement signed by duly authorised officers
of both parties. Neither party may assign its rights or
obligations under this Licence without the prior written
consent of the other.
If any provisions of this Licence shall be held invalid,
illegal or unenforceable, the validity, legality or
enforceability of the remaining provisions shall not in
any way be affected or impaired.
The headings to clauses in this Licence are for the
purpose of information and identification only and
shall not be construed as forming part of this Licence.
2-1
2-2
Section 3: Contact Information and Services
Available
The Arc Technical Services Centre (Arc TSC) has the ability to provide support to its partners and endusers 24 hours a day, 7 days a week, 365 days a year, subject to the customer having the relevant
maintenance contract. A standard Business Hours contract provides access to the Arc TSC from
Monday-Friday, 9am-5pm (excluding local public holidays). A 24x7x365 maintenance contract
option is also available. All customers or partners must have a valid maintenance contract to raise a
case with the Arc TSC.
For further information regarding the Arc Solutions support options, please contact your reseller or
your Arc Solutions account manager.
Contact details for the Arc TSC are as follows:
UK & Ireland - 0870 220 2205 or +44 (0) 118 943 9205 from outside of the UK.
Europe, Middle East & Africa - +44 (0) 118 943 9205
Americas - +1 877 956 0272
Asia Pacific – +61 1300 797 724 or +44 (0) 118 943 9212
support@arcsolutions.com
Arc Enterprise Console Operator Attendant - User Guide
3-1
3-2
Section 4: Getting Started
The Console Application must have the relevant telephony software and hardware installed and
configured. A trained Technician such as the Network Administrator usually completes these procedures.
4.1 Keyboard Layout and Labels
Figure 4 - 1: Keyboard Layout
The keyboard layout explains the functional keys that can be used to operate the Console application. These keys are explained below.
4.1.1 Label and Keyword Description
Label
Key Name
Description
A
F1
Help.
B
F2
BLF, Presence Status and Alternative Numbers
C
F3
Internal Directory Field.
D
F4
External Directory Field.
E
F5
Calls In Progress Field.
F
F6
Speed Dials Field.
G
F7
Active Calls Field.
H
F8
Queued Calls Field.
I
F9
Queues Field.
J
F10
Go Unavailable.
K
F11
Toggle Directory Groups.
L
F12
Contact Details
M
Backspace
Number Correction. Cancels the misdialled numbers.
N
Insert
Camp On. Used to stack a call against a busy extension.
O
Page up
Hold with Notes. Annotate a call whilst it is on hold.
Table 4 - 1: Label and Keyword Description
Arc Enterprise Console Operator Attendant - User Guide
4-1
Label
Key Name
Description
P
Delete
Re-establish. Re try a call, for example, a camp-on returning on time out.
R
Page down
Hold/Retrieve. One key depression places the call on Hold. Pressing the
key again retrieves the held call. Any call that returns to the Calls In
Progress Field; for example, no reply, a call camped-on to a busy
extension or a parked call is retrieved in the same way.
V
Enter
Connect/Clear. Either connects the call or clears the call down
depending on the operating transaction in process.
W
Plus
Answer Next/Toggle. Answers the next highest priority call or when
offering a call will toggle between calling and called parties.
X
Minus
Cancel Consult. Having offered a call, if the called party refuses, the key
will drop the called party and the calling party is in circuit.
Y
Home
Call Park. Press to park a call on a park extension number.
Z
End
Conference. Used to start the conference procedure and the add
parties.
Context
Key
Used to bring up the associated menu in the highlighted Field Header, use
to required item and Enter key to select.
Space Bar
Used to delete the number whilst in the process of dialling out .
Tab Key
Used to jump across Directory search Fields.
/ (divide)
Used to transfer an active call, from the active call window to a selected
contacts voicemail.
Pause
This will record the current call.
Table 4 - 1: Label and Keyword Description
4.1.2 Additional Functions
Additional functions are accessed by using the CONTROL (Ctrl) key. These are explained in the following table.
Ctrl+F2
Lateral Searching (Cross Tab). This requires enabling in Preferences.
Ctrl+F5
Used to display my camped on calls .
Ctrl+F10
Used to disable all Pick list and forced delivery Queues. This will allow the
operator to retrieve any calls on hold or Parked calls.
Ctrl+E
Used to force a queue into emergency mode.
Ctrl+L
Used to display the Outlook Calendar of a selected contact
Ctrl+M
Used for sending an email to an extension user, which is not responding.
Ctrl+N
Used to display the contact properties window with the Note tab displayed.
z If you are in the active Window (F7) then the dialogue will relate to the
active call.
z If you are in the Internal directory (F3) or External Directory (F4) the dialogue will relate to the selected contact.
Table 4 - 2: Additional Functions
4-2
Ctrl+Q
Used to Mute a call when certain actions are taken. This is set up in preferences and the actions include Performing a Search, Pressing numeric keys
to dial numbers or Changing or Selecting Directory screens.
Ctrl+R
Used to Reclaim a call.
Ctrl+S
Use SMS Message
Ctrl+Insert
Serial Calling
Ctrl+
When the Presence Status and Alternative Numbers window is open pressing
Ctrl +
or
will scroll through the directory contacts without closing the
window.
Table 4 - 2: Additional Functions
4.1.3 Colour Coded Keyboard
The colour coded keyboard groups together the functions as follows:
Key Name
Colour
Functions
F1-F12
Yellow
See table 4.1 for functions.
Call Control Keys
Green
Camp on, Re-establish, Hold/Retrieve, Hold with notes,
Conference, Park.
Call Handling
Keys
Green
Answer Next/Toggle, Connect/Clear.
Call Handling
Keys
Blue
Consultation Cancel.
Table 4 - 3: Colour Coded Keyboard
4.2 Logging In
The user is required to log in to the application with his Login Name and Password. Each user has a
unique identity to log in to the Console Operator. Logging on to the Console Operator also logs on
the user to the Arc CT Server. After logging on successfully the user can process both internal and
external calls.
Select File > Login, this will open the Login window:
Figure 4 - 2: Login Screen
Arc Enterprise Console Operator Attendant - User Guide
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To login:
1.
Type Login Name and Password.
2.
Select an extension from the Extension drop down list.
3.
Select device type, that is, Headset or Handset.
4.
Click Login.
The Handset and Headset are restricted options. Only the Administrator can allow the Operator to choose only a particular or any of these device types
4.3 Console Permissions
Permission will be allocated to certain log in names to amend, delete or add contacts in the directory fields. In addition, operators cannot change certain fields.
4.4 Logging Out
When the Operators have done their tasks, they can logout from the application. To log out, select
File > Logout.
4.5 Exit
The users can exit the application if required. To close the Console Operator application, select File >
Exit.
4.6 Break Mode and Queue Unavailable
4.6.1 Break Mode
The user can take a break by going unavailable for a specific time. The calls will still appear in Console but the user will not be able to answer them. The short cut key for going Unavailable is F10.
Pressing F10 will display the following window, and then select Yes to confirm.
Figure 4 - 3: Go Available
To become available again, press F10 again.
If an Operator becomes Unavailable from his Queue after forwarding a call to an extension
and the call returns on time out (Park, Hold, No Reply, Camp On), the call will be sent to
another Operator in the same Queue.
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4.6.2 Queue Unavailable
When the Operator presses Ctrl+F10 this will stop any calls coming through from any available
Queues that have been assigned to that operator. The Queue Icons that are described in Table 4-6
will become greyed out to represent that they are unavailable.
Queue Type
Queue Status - Enabled
Queue Status - Disabled
Forced Delivery
Pick List Delivery
All Queues
Table 4 - 4: Queue Icons - Enabled/Disabled
With the Queue Unavailable function it is important to remember that calls that are in
progress, such as Parked or on Hold are still available to the Operator.
4.7 Interface
The main interface of Console Operator consists of the following areas:
1.
Menu Bar - (covered in Section 4.7.1)
2.
Tool Bar - (covered in Section 4.7.2)
3.
Queues (F9) - (covered in Section 4.7.3)
4.
Incoming Calls Field (F8) - (covered in Section 4.7.4)
5.
Active Calls Area (F7) - (covered in Section 4.7.5)
6.
Directories (F3 and F4) - (covered in Section 4.7.6)
7.
Calls In Progress Area (F5) - (covered in Section 4.7.7)
8.
Call Parking Devices Field - (covered in Section 4.7.8)
9.
Speed Dial Area (F6) - (covered in Section 4.7.9)
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Figure 4 - 4: Main screen of Console Operator
4.7.1 Menu Bar
Control Name
Description
File
Login
This option is used to login the user.
Log out
This option logs out the user from the Console Operator application.
Exit
This option is used to close the application.
View
Tool Bar
This option activates/deactivates Call Control tool bar.
Queues
This option contains three choices, View All Queues and View Individual
Queues and View Queue Statistics.
Speed Dial
This option activates/deactivates Speed Dial Field.
Display My
Camped on Calls
This option enables/disables the display of camped on calls. The shortcut for
this function is (CTRL + F5).
Display Salutation
This option enables/disables the Salutation window.
Options
Preference
This option opens the preferences window to customise the Console
Operator application.
Table 4 - 5: Menu Bar
4-6
Control Name
Emergency
Description
The option allows the user to send his logged in Queue in Emergency Mode.
All calls for the Queue will be forwarded to a predetermined destination.
Connections
Primary Server
User can select this option to connect Console Operator to the Primary
Server.
Alternate Server
User can always switch to the Alternate Server, if required.
Help
Contents
It opens on-screen help.
Key words Search
It allows the user to search required information using keywords.
About console
Operator
It displays the version and copyright information.
Table 4 - 5: Menu Bar
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4.7.2 Tool Bar
The Call Control toolbar has the following options.
Control Name
Icon
Description
Answer Call
Click to answer a ringing call. This button can also be used to
un-mute a call.
Mute Call
Click to mute a call.
Clear Call
Click to clear an answered call.
Transfer Call
Click to transfer the answered call to another extension.
Retrieve Call
Click to retrieve a held call.
Toggle Call
Use this option to switch between Active and Held Calls.
Re-establish
Click to redo an action previously performed on a call.
Hold with Notes
Click to attach notes to the current call before placing the call
on hold.
Hold
Click to place a specific call directly on hold without taking
notes.
Contact
Properties
Click to add or update contact details of the caller.
Start
Conference
Click to consult and start conference with another user.
Conference
Click to start a conference without consulting.
Camp on
Click to transfer a call to a busy Operator.
Record Call
Click to record the current call.
Park Call
Click to place the call on a Call Parking Device.
Personal Call
Park
Click to place the call on a Personal Call Park.
SMS
Click to send an SMS text message to an IP Phone user.
Serial Calling
Click to initialise Serial Calling
Table 4 - 6: Tool Bar
4-8
4.7.3 Queues (F9)
The Queues field of the application displays the Queues that are available to the Operator. Each
icon represents a different Queue. When an incoming call is delivered to the Queue, a numeric indicator appears indicating the number of calls waiting to be answered. A ringing tone is also heard
until the call is answered.
Figure 4 - 5: Queues section highlighted in the Console Operator interface
The following icons are displayed in this area.
Icons
Types of Queues
Displays waiting calls in all available Queues.
This is for the Console Queues that do not have Automatic Distribution set for them.
This is for the Console Queues that have Automatic Distribution set for them in
configuration.
This icon represents the Queues that are currently in Break Hour.
This is for the Queues that are put out of service by the Supervisor.
Table 4 - 7: Queue Icons
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4.7.4 Queue Calls (F8)
This field displays calls that are waiting in Queues. These Queues do not have Automatic distribution
set for them.
Figure 4 - 6: All Queues Area highlighted in the Console Operator interface
Calls displayed in this area also contain the Name and Number of the caller, the elapsed time the
caller has been waiting, and the name of the Queue.
4.7.5 Active Calls (F7)
The Active Calls Area displays calls that are currently being processed by the Operator. The user can
view call information such as related Queue of the call and the current status of the call, that is,
Held, Calling, Talking or Busy.
Figure 4 - 7: Active Calls Area highlighted in the Console Operator interface
This area displays the calls that belong to the Queues, which do not have Automatic Distribution set
for them. The following keys are used in this area:Key
Function
F2
Display BLF, Presence Status and Alternative Numbers
Enter
Press to answer the incoming call.
Enter
Press to clear the connected call.
Enter
Press to complete the Consult Transfer of the call.
PgUp
Press to hold the answered call with notes.
PgDn
Press to hold without notes.
PgDn
Press to retrieve the held call.
-
Press to cancel Consult Transfer.
/ (divide)
Used to transfer an active call, from the active call window to a selected contacts
voicemail.
Table 4 - 8: Active Calls - Key Functions
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Key
Function
Insert
Press to Camp On the call.
End
Press to add a call in the Conference.
Delete
Press to re-establish a call.
F12
Press to view, add or edit the Contact Details.
Home
Press to park the answered call on a device.
Ctrl+N
Used to display the contact details window with the Note tab displayed related to
the active call.
Ctrl+Q
Used to Mute a call when certain actions are taken. This is set up in preferences
and the actions include Performing a Search, Pressing numeric keys to dial numbers or Changing or Selecting Directory screens.
Table 4 - 8: Active Calls - Key Functions
4.7.6 Directories
There are two directories in the Console Operator:z Internal Directory (F3)
z External Directory (F4)
The following keys can be used globally:Key
Function
+
Answers the next incoming call.
F1
Opens Help.
F2
Display BLF, Presence Status and Alternative Numbers
F3
Opens the Internal Directory.
F4
Opens the External Directory.
F5
Displays the list of held calls.
F6
Goes to Speed Dials Area.
F7
Activates Active Calls Area.
F8
Activates Waiting Calls list.
F9
Activates Queues list.
F10
Go Unavailable.
F11
Toggles Directory Group.
F12
Press to view, add or edit the Contact Details.
Backspace
Clears digits when typing a contact number.
Enter
Connects/Clears call.
-
Cancels Consult transfer.
Delete
Re-establishes a call.
Space Bar
Clears the number while dialling out.
Table 4 - 9: Directories - Global Key Functions
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Key
Function
Insert
Camps on a call.
Page up
Holds the answered call with notes.
Page Down
Hold the answered call without notes/ Retrieves the held call.
Table 4 - 9: Directories - Global Key Functions
4.7.6.1 Internal Directory (F3)
The Internal Directory provides a list of the available internal extensions. Each icon displays the First
Name, Last Name, Company and Extension numbers of the user. These are the default settings and
can be changed.
Each Internal contact number is represented by an icon showing the type of telephone number
such as Assistant, Alternate1, Alternate2 and Alternate3 with the contact's First Name, Last Name
and Company.
Figure 4 - 8: Internal Directory in the Console Operator
Key
Function
F2
Opens BLF, Presence Status and Alternative Numbers
CTRL+F2
(preference
specific)
Open a Lateral Search for alternative colleagues of the selected contact. This
search will be on the category that has been set within the preferences.
or CTRL and
Mouse
Selection
An alternative to this lateral search can be done by pressing the Ctrl (Control) key
and then you can select from Number, Last Name, First Name and Department. The
Search criteria will appear bold and underlined.
When the Lateral Search window opens the criteria will appear in the heading.
Shift and
Mouse
Selection
A Drill down facility within an existing search, in a very similar way to the AND search
F12
Opens Contact Properties.
An Example would be to lateral Search on Department, then using the Shift and
then click on a Last Name to refine the search down to a specifc surname within a
department.
Table 4 - 10: Internal Directory - Function Key
4 - 12
Following are the icons that might appear next to a contact in the internal directory field.
Icon
Description
Indicates the status of the extension.
Indicates that the contact is available for receiving messages.
Indicates that a meeting has been scheduled for a contact.
Indicates that the contact has some notes attached. The notes may be assigned
icons with different colours in order to signify a specific message. The icon colour
may be changed using the contact properties window.
Indicates that an alternate number has been specified for the contact,
or one of the following fields have an entry in the Contact Numbers:z
z
z
z
Mobile
Business 1
Business 2
Home
Table 4 - 11: Internal Directory - Icons
4.7.6.2 External Directory (F4)
The External Directory provides a list of available external numbers. External contact numbers can
be added, imported and updated.
Figure 4 - 9: External Directory in the Console Operator
Each External contact number displays an icon representing the type of telephone number such as
Mobile, Business, Home, with the contact's First Name, Last Name and the Company Name.
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Key
Function
F2
Opens BLF, Presence Status and Alternative Numbers
CTRL + F2
(preference
specific)
Open a Lateral Search for alternative colleagues of the selected contact. This
search will be on the category that has been set within the preferences.
or Ctrl and
Mouse
Selection
An alternative to this lateral search can be done by pressing the Ctrl (Control) Key
and then you can select from Number, Last Name, First Name and Department. The
Search criteria will appear bold and underlined.
When the Lateral Search window opens the criteria will appear in the heading.
Shift and
Mouse
Selection
A Drill down facility within an existing search, in a very similar way to the AND search
F12
Opens Contact Properties.
An Example would be to lateral Search on Department, then using the Shift and
then click on a Last Name to refine the search down to a specifc surname within a
department.
Table 4 - 12: External Directory - Function Key
Following are the icons that might appear next to a contact in the external directory field.
Icon
Description
Indicates the type of contact number being used, for example,
Business,
Home,
Fax or
Pager.
Mobile,
Indicates that a meeting has been scheduled for a contact.
Indicates that the contact has some notes attached.
Indicates that an alternate number has been specified for the contact,
or one of the following fields have an entry in the Contact Numbers:z
z
z
z
Mobile
Business 1
Business 2
Home
Table 4 - 13: External Directory - Icons
If the Console application is using the Arc Contact Database directly, the contacts will only
be displayed in the directory fields when the user searches for a contact. Otherwise the
fields will remain blank.
If the contacts are being accessed through Arc Server, a list of available contacts are dis4 - 14
played at all times for internal and external directories.
4.7.7 Calls In Progress
The Calls In Progress field displays two types of calls:z The calls that are placed on hold by the user.
z The timed-out (returned to the user) calls that the user transferred, camped on or parked on a
device.
Figure 4 - 10: Calls In Progress Field highlighted in the Console Operator interface
The following information is displayed for each call:Control Name
Description
Calls In Progress
Displays the caller's number.
Time
The elapsed waiting time of the caller.
Call For
The Name or Number appears if call was put on Hold with Notes.
Extension
Extension for which the call is camped on or transferred.
Status
This indicates whether the user has placed the call on hold, or, if the call has
returned on time-out.
Label
The label indicator is displayed to show that there are notes attached to the
call.
Table 4 - 14: Calls In Progress - Descriptions
The following keys can be used in Calls In Progress Area:Key
Function
Enter
Retrieves the answered call.
F12
Displays hold details.
Table 4 - 15: Calls In Progress - Key Functions
4.7.8 Call Parking Devices Field
The Call Parking Devices Field displays a list of Call Parking devices. By default the Operator can
view all devices.
The Operator can change the devices by clicking on the buttons as explained in the given table;
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-
Figure 4 - 11: Call Parking Devices Area highlighted in the Console Operator interface
Buttons
Function
Shows all Call Parking devices.
Displays Call Parking devices available to the Operator.
Shows devices where the user has parked calls.
Show Call Parking devices where other Console Operators have parked
their calls.
Displays the number where the Operator has parked the last call.
Displays the name of the contact the call has been parked for.
Table 4 - 16: Call Parking Devices - Button Functions
You may often find a Call Park Device with
device is currently out of service.
icon. This indicates that the selected Call Park
4.7.9 Speed Dial Field
To enable the Operator to quickly dial calls, a field is provided for frequently called numbers. Speed
dial can be from either internal or external contacts, and can be either Public (viewed by all users, or
Private.
Figure 4 - 12: Speed Dial Area highlighted in the Console Operator Interface
Icon
Description
Public Speed Dial
Private Speed Dial
Table 4 - 17: Speed Dial Icons
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4.8 Working in the Fields
Here are some procedures the Operator can use while working in the Console application.
4.8.1 Adding Contact in Directories
The Operator can add a new Contact. This contact is added to the directory group assigned to the
operator. The methods for adding a contact are given below:-
Figure 4 - 13: Adding contact
Add Contact using a keyboard
1.
During an active call.
2.
Select the required directory by pressing the relevant F-Key, i.e. F3, F4.
3.
Pressing F12 will open the Contact Details window. The number that has been called from will be
entered into the respective field with all other fields being blank, so that a contact entry can be
made.
4.
Enter the contact details as required, and press Enter.
Add Contact using a mouse
Right click in the required directory and select Add Contact.
1.
This will open the Contact Details window.
2.
Enter the contact details as required and click OK.
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4.8.2 Finding Contacts in the Directories
The search option allows the user to find contacts within the internal and external directories. Console application provides the following two functionalities,
z Direct Database Searching
z Phonetic Searching
z Lateral Searching and Drill Down
4.8.2.1 Direct Database Searching
In this case, the operator is directly connected to the Arc Contact Database and does not involve
any kind of interaction with the Arc Server while searching for contacts. The internal and external
field directories do not display a list of contacts at all times. A resultant list is displayed, corresponding
to the value entered by the user in any one of the search fields.
In case the operator is not directly connected to the Arc Contact Database, the list of contacts will
be displayed at all times in the internal/external directory fields.
Figure 4 - 14: Finding Contacts
4.8.2.2 Phonetic Searching
Phonetic searching will provide operators with directory lookups for contacts that ‘sound like’ the
search criteria. For example, in some countries some names can be spelt differently but are actually
pronounced the same or similar. An example of this is the name Neilson which may be spelt as Nealson, Nelsen, Nelson, Neilsen, Nielson, Nielsen or Nilson etc.
Traditional searching methods for Neilson will only produce a small subset of matches. Even searching on “Ne” will not necessarily provide the correct matches as Nielson, Nielsen and Nilson are
missed.
Phonetic search lists the names of contacts on the basis of their sounds as pronounced in English language. This feature allows users to view a list of contacts whose names might sound similar when pronounced but may be spelt differently.
In Console application, phonetic searching provides operators with directory lookups for contacts
that sound like the value entered in the search field.
4 - 18
Phonetic searching is provided for First Name and Last Name searches.
It has to be set on in the Options > Preferences > Filter Searching tab.
To search contacts
1.
Press the relevant F-Key to select the Internal Directory (F3) or External Directory (F4).
2.
The user can select different search criteria, such as, Last name or Extension Number by pressing
the Tab key on the keyboard to jump between the search fields. Or point and click the mouse
on the relevant search field.
3.
In the desired search box, type a keyword for the desired contact. The matching contact will
be automatically highlighted in the directory.
4.
Once contact is found, double click to call.
Figure 4 - 15: Search contacts from the added Contact Lists
Search will filter contacts that do not match the criteria if the filter search button
is
pressed. If this button is not pressed the application will only select the contact that match
is pressed and the user
the given keyword. For instance, if the filter search button
types "A" then the first contact that has its first letter "A" will be selected.
4.8.2.3 “AND” Searching
Operators are provided with a facility to search across more than one search field when looking for
contact matches.
To select search for a contact that contains all of the search elements you specify, use the "AND"
operator. For example, searching for "John and Smith" would yield results that contained BOTH words
and would not return results containing only one of the words.
4.8.2.4 Lateral Searching (CTRL+F2)
Lateral Search provides a filter facility to look across a specified criteria (ie Department or First /Last
Names). This can be used with both the Internal and External contact directories.
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To use the lateral search feature, operators will first select a contact from the directory. Using the
keyboard the operator can instigate a lateral search by pressing CTRL+F2 which will display an
extended search screen showing all contacts matching the lateral search field (Options > Preferences > Filter Search).
Figure 4 - 16: Lateral Searching
Alternatively, A lateral Search can be initiated by pressing down the CTRL (Control) key and selecting from either Number, Last Name, First Name or Department.
An alternative to this lateral search can be done by pressing the shift button and then you can select
from Number, Last Name, First Name and Department. The Search criteria will appear bold and
underlined.
Figure 4 - 17: Lateral Search criteria hilighted
With both methods, the Lateral Search window opens and the criteria will appear in the heading.
Figure 4 - 18: Lateral Search - Window heading that reflects the selection criteria
The extended search window height can be resized and the window can be moved. The Arc operator console will memorize the new size and position of this window.
The extended search window can be closed at any time using by pressing the ESC (Escape) key or
by clicking on the close window icon (x).
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When an Operator has initiated a Lateral Search, they will need to complete the selection
or close the extended window prior to continuing with other features within the Arc Console.
To set the Preferred Lateral Search field you need to specify the criteria within the Preferences.
(Options/ Preferences and then the Filter Search tab). Selecting None will disable the feature.
4.8.2.5 Drill Down
Within the Lateral Search window it is possible to “Drill Down” to refine the search to a second level.
This is done by pressing down the SHIFT key and selecting an additional criteria from the original serach results.
The selected contact property will appear bold and underlined when the mouse hovers over it. The
top of the result window will change to reflect that the results are a drill down, and show the fields
and criteria that were selected.
Figure 4 - 19: Drill Down - Window heading that reflects the selection criteria
The Arc operator will launch the extended search window that will overlay the existing contact
search view where the drill down search results will be displayed (see screenshot below).
Contact properties can only be drilled down if the contact property has been indexed.
First name, last name and department fields will always be available for drill down selection
because the operator will use the dbo.Contact_Summary_Phonetic table to perform
searches on these fields. Therefore indexes are automatically created for these fields.
Where tenancy is used, i.e. call filter groups, the drill down feature will always search for
those contacts within the currently selected directory group or groups.
Drill down is not available for graphical fields displayed within the contact directory.
4.8.3 To Add an entry to the Speed Dial Field
There are two methods of adding numbers in Speed Dial field;
1.
Select and drag the desired contact into the Speed Dial Area using the mouse. The entries in
this area are sorted alphabetically.
Or
1.
Point the cursor in the Speed Dial field and right click to select Add Speed Dial.
2.
Type Number, Name and Company Name of the contact.
3.
Click OK.
There are two types of Speed Dial Private
, and Public
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(viewed by all users).
4 - 21
Figure 4 - 20: Speed Dial contacts
4.8.4 To Delete an entry from the Speed Dial Field
1.
Select the speed dial you want to delete.
2.
Right click and select Delete Speed Dial.
3.
Select Yes on the confirmation message.
4.8.5 To Update an entry in the Speed Dial field
1.
Select the speed dial you want to update.
2.
Right click and select Edit Speed Dial.
3.
Change the Number, Name and Company as required.
4.
Click OK.
Figure 4 - 21: Speed Dial dialogue box
4.8.6 To Dial a number in the Speed Dial Field
1.
Select and double click the required Speed Dial number.
Deleting a contact from BLF (Busy Lamp Field) permanently removes the contact from the
system. Choose Remove Number from BLF option instead of Delete Contact option in the
popup menu to avoid permanent deletion of contact.
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4.8.7 Viewing Calendar Schedules
Depending on the system configuration Calendar Information from Microsoft Outlook client can be
displayed within the Internal and External Directory’s window under the Calendar icon
.
Figure 4 - 22: Calendar Schedules
The following Icons are used to denote the different Status categories that are available.
Icon
Status
Description
Free
Outlook shows the user is currently Free.
Tentative
Outlook shows the user is currently Tentative.
Busy
Outlook shows the user is currently Busy.
Out of
office
Outlook shows the user is currently Out of Office.
Unknown
User does not allow calendar access (reviewer privilege denied)
or information cannot be retrieved
When a user hovers the mouse over a calendar icon their calendar information (free\busy availability) along with the other existing information will be shown.
If the contact user does not enable reviewer privileges or has blocked access to their calendar information, an Unknown status icon will be shown for their calendar status.
There is also facility to hover over the Calendar icon with the mouse and a pop up display will provide any additional information that might be available for the status (ie in the case of Out of Office
it will display a return date)..
Figure 4 - 23: Viewing Calendar Information
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It is also possible for the Operator to view the calendar via the Status > Presence window.
To view calendar details via Presence status
These options may change depending on the way the software has been configured and
which selections have been made on the Presence Preferences tab. see ‘5.17 Presence’ on
page 19.
1.
2.
3.
4.
Select a contact from Internal Directory.
Right click on the contact.
Select Status.
Select Calendar.
Figure 4 - 24: Viewing Calendar Status Details
Figure 4 - 25: Calendar Status Details
4 - 24
Depending on the system configuration it is also possible to access the Microsoft Outlook client and
open a window displaying the selected contacts calendar. This can either be done by double clicking on the Calendar icon (or by pressing CTRL+L) There is also facility to access this feature by right
clicking on the contact and selecting View Calendar from the drop down menu.
Figure 4 - 26: Microsoft Outlook Calendar
Figure 4 - 27: View Calendar from Menu
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Section 5: Initialising Console Operator
The Arc Console Operator also provides the ability to customize both the appearance and functionalities of the application.
To access the console settings, select the Options ' Preferences in the main menu. This will open the
Operator Settings window. The tabs in this window are explained in the following.
5.1 General
Figure 5 - 1: General tab
The following settings are available in this section,
z
z
z
z
z
z
z
Popup Application When
Auto Dial
Local Area Code
Use External Access Number
Use International External Access Number
Voicemail
SMS Display Name/Number
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5.1.1 Popup Application When
The Operator application pops up when,
z
Queued calls are waiting to be answered
z
My local device rings
z
Minimize when not in use
If any or all of the above options are checked, the application will popup in front of the Operator if it
is minimised.
5.1.2 Auto Dial
This option allows the users to automatically dial an internal or external number after a defined time.
The Operator can set the duration of time for Auto Dial. The desired number is entered in the area
below Active Calls.
Figure 5 - 2: Auto Dial number entered in the area below Active Calls.
5.1.3 Local Area Code.
This option allows the operator to specify the local area code. Numbers matching this will then be
treated as domestic calls.
IMPORTANT - This is the International Country code (ie United Kingdom is 44) and not
down to local regional code.
5.1.4 Use External Access Number
This option allows the Operator to specify a digit, which is added with the number when an External
call is placed.
Jane enters a digit 9 for the Use External Access Number. Now whenever Jane has to dial an
External number, 9 will be added with the number to indicate to PBX that this is an external
call.
5-2
5.1.5 Use International External Access Number
This option is the number that proceeds the Local Area code within a telephone number. In the
standard case it is 00. Example United Kingdom can be annotated as +44 with the + required to be
replaced with 00.
5.1.6 Voicemail
The Voicemail Prefix code is defined at installation and allows an operator to transfer a caller into an
extension users greeting
To configure General settings:1.
Check the Minimize when not in use box, so that the application automatically minimised when
it is not in use.
2.
Check the Auto Dial box and configure time.
3.
Check the Use External Access Number box and enter a digit to indicate an external call.
4.
Select When Blind Transferring and When Re-establishing Call options, if required.
5.
Type Voicemail prefix.
6.
Click Apply.
5.1.7 SMS Display Name/Number
This allows the user to specify a name that will appear in the senders field when SMS messaging is
used. It will appear in the form when the Operator clicks on the SMS icon.
This is will be treated as a default name. If required it is possible for the operator to
type an alternative name, prior to sending the message.
5.2 Call Transfers
The following option are available in this tab:
z
z
When Dragging and Dropping or Double Clicking
When Blind Transferring
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z
When Re-establishing a Call
Figure 5 - 3: Call Transfers Tab
5.2.1 When Dragging and Dropping or Double Clicking
This section allows the user to choose the type of transfer he would like to perform when dragging
and dropping or double clicking a call. The user can select a radio button to choose one of the following options:
z
z
Perform consultation transfer
Perform blind transfer
5.2.1When Blind Transferring
When Blind Transferring a call, Automatic Camp On if busy should be ticked as the camp on process
is quicker enabling faster call handling.
5.2.2 When Re-establishing a Call
When Re-establishing a call, Automatic Camp On if busy should be ticked as the camp on process is
quicker enabling faster call handling.
5-4
5.3 Call Park
This tab specifies settings for personal call park. There are three checkboxes that provide different
functionalities for personal call park. These are as follows:
Figure 5 - 4: Call Park tab
5.3.1 Personal Call Park
One Key Personal Call Park;
Allows the user to perform a personal call park just by pressing the Park key. If this checkbox is
selected, the user will see
call control speed button instead of the regular call parking button.
If this option is not selected, the regular call parking button,
will be displayed. The user will need
to press the CTRL key along with the park key to perform personal call park. When the user selects a
contact from the internal directory and presses the CTRL key, the regular call parking button would
automatically change to
button.
Automatically Make a Call to the Park For Destination;
After a personal call park the user can set the application to automatically dial the park recipient.
This will save the user from manually making the call. To enable the auto Call feature just select the
checkbox. If the user wants to make the call manually, the checkbox must be left blank.
5.3.2 After a call has been parked
Ticking the Show all park devices will display all park devices in the operator console.
5.4 Mute
This section allows the user to enable automatic muting of calls. User can select any of the following
options:
z
Performing a search
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z
z
Pressing numeric keys to dial numbers
Changing or selecting Directory screens
Figure 5 - 5: Mute tab
5.4.1 Performing a search
Selecting this checkbox will automatically mute a call when operator clicks in any of the search
fields.
5.4.2 Pressing numeric keys to dial numbers
Selecting this checkbox will automatically mute a call when operator dials a number.
5.4.3 Changing or selecting Directory screens
If the user selects this checkbox, a call will be automatically muted if the operator clicks on the directories.
5.5 Call Recording
From this tab it is possible to specify what type of call recording is required. A choice can be made
between All Calls, External Calls and Internal Calls.
Figure 5 - 6: Call Recording tab
This facility can be enabled or disabled from the Arc Enterprise Administrator software
5.6 Tones
The following options are available in this tab:
z
5-6
When I have made myself unavailable
z
z
When a queued call is waiting to be answered
When a call has reverted
Figure 5 - 7: Tones tab
5.6.1 When I have made myself unavailable
This option has a checkbox Do not play any tones. Check this options, if users require that the application does not play any tone while they are temporarily absent from the Console application.
5.6.2 When a queued call is waiting to be answered
This option has a checkbox Play a Ring Tone. If the user requires playing a tone while a call is waiting
in a Queue.
5.6.3 When a call has timed out
This option has a checkbox Play a Ring Tone. The user can check this box to signify the reverted call
from the Calls In Progress Field, Call Parking Field or other.
5.7 Queued Calls
The Queued Calls tab is for changing the behaviour of the application for the incoming calls. The
two available options are;
z
z
When a queued call is selected
Indicator Colour
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Figure 5 - 8: Queued Calls tab
There is also facility to restore defaults if required.
5.7.1 When a queued call is selected
When a Queue is selected from the Queued Call area (F8), the Busy Lamp Field should show the
devices that are related to it.
5.7.2 Indicator Colour
The Operator can assign different colours to the Queues so that it is easy to distinguish the incoming
calls.
Apart from assigning colours, user can restore the default colours anytime.
To assign colours to Queues:-
1.
Click
2.
The Color window will open.
5-8
button in the Indicator Colour column.
Figure 5 - 9: Color window
3.
Select a color.
4.
Click OK.
5.
The colour will appear alongside the Queue Name.
6.
Click OK.
5.8 Display
The Display tab allows the Operator to set the display settings of the font, tag and reverted reasons.
It has several segments:z
z
z
z
z
When a section becomes selected
Display Call Information
When a call is selected
When making calls
When dragging and dropping
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Figure 5 - 10: Display tab
5.8.1 When a section becomes selected
This setting allows the user to change the font colours of the Labels in Console Operator application
for the selected area. This makes it easy to see where a user is when operating the console.
The Change Font Colour setting allows the operator to change the heading of a console field when
selected. This makes it easier to see which field is active when operating the console.
5.8.2 Display Call Information
The Show Routing Tag setting allows the Operator to display the required destination of the call. The
destinations are determined using call filters that are set up within Configuration Application. Sales or
Reception queues can be identified for example.
Show Timeout Conditions enables the operator to present a good front door image to callers. For
example the operator's salutation would be ' I am sorry the line is still busy'.
5.8.3 When a call is selected
These settings allow the user to view Busy Lamp Devices and Call Park devices information related to
the selected call.
5.8.4 When dragging and dropping
Selecting the Display a drag image box will imply a graphic depiction of the item being dragged on
the operator console.
5.9 Internal Directory
Internal Directory is a set of the Internal extensions of Call Centre. These are the devices added in
Main Directory section in Administration utility. In this tab, the user can set the way these extensions
appear in Arc Console Operator application. It has three segments same as in the Busy Lamp tab,
z
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Default Display Order
z
z
Show the following information
Search Based On
Figure 5 - 11: Internal Directory tab
5.9.1 Default Display Order
User can set the Default Display Order in Internal Directory of Console Operator application. It gives
a drop down list consisting of default values.
5.9.2 Show the following information
This information selected here will be displayed in the Directories area.
It has two list boxes with Available values and Displayed values. The Operator can select values from
the Available and insert them in the Displayed list box.
5.9.3 Search Based On
In this segment, the user can choose the Search fields required to display, which will be used to
search a record in the Internal Directory. User can choose maximum 6 Search Fields. If the Operator
requires seeing less than six search fields, selecting the number from the option, I only want to see
search fields on the screen.
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5.10 External Directory
External Directory is the list of External contacts. These are the contacts added in External Directory in
the Administration utility. In this tab, the user can set the way these extensions appear in Console
Operator application. It has three segments same as in the Busy Lamp and Internal Directory tabs,
z
z
z
Default Display Order
Show the following information
Search Based On
Figure 5 - 12: External Directory tab
5.10.1 Default Display Order
User can set the Default Display Order in Internal Directory of Arc Console Operator application. It
gives a drop down list consisting of default values. These values appear as shown in this drop down
list.
5.10.2 Show the following information
This information selected here will be displayed in the Directories area. It has two list boxes with Available values and Displayed values. The Operator can select values from the Available and insert
them in the Displayed list box.
5.10.3 Search Based On
In this segment, the user can choose the Search fields required to display, which will be used to
search a record in the External Directory. User can choose maximum 6 Search Fields. If the Operator
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requires seeing less than six search fields, selecting the number from the option, I only want to see
search fields on the screen.
5.11 Alternate Numbers
The Show the following Information setting allows the Operator to specify what information is displayed with the contact number. Use the arrows to move information from Available across to Displayed; the up/down arrows are used to select the order presented
5.11.1 Alternate Numbers Display Order,
It is a list of alternate numbers i.e. Number, Last Name, etc. The user can set their order while displaying for the selected Contact. It is recommended that the order presented on this pop up screen is
the same as the display in F3 Internal Directory.
Figure 5 - 13: Alternate Numbers Tab
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5.12 Field Headers
The user can choose the names of the Field Headers that appear in the application by simply entering the new name of the field next to the field name the user requires to change. These options are
only for the Directories in Arc Console Operator application.
Figure 5 - 14: Field Headers tab
To change the Display Text
1.
Click on the value in the Display Text column.
2.
Type a new display text for the Default Text.
3.
Click OK.
The users can Restore Defaults, if required.
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5.13 Secondary Sort
This tab is enabled only when the Operator is logged out. The User can customise the way the Console application sorts and searches the data by specifying a Secondary Sort Column.
Figure 5 - 15: Secondary Sort tab
There is also facility to Restore Defaults if required.
The Restore Default button enables when a value is changed from the Secondary Sort Column.
This is specific to the console that it is configured for - and will not change all
consoles within the environment.
To change the values in Secondary Sort Column
1.
Click on a value in the Secondary Sort Value.
2.
A drop down menu will appear with different values related to the values in the Sort Column.
3.
Select the new value to replace the previous one.
4.
To change more than one value, repeat steps 1-3.
5.
Click Apply then OK.
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5.14 Filter Search
When the user enters some value in any of the search fields in console application, user can set preferences for initiating a filter search. This tab allows the user to set those preferences by selecting the
following options,
Figure 5 - 16: Filter Search tab
5.14.1 When Searching Names
Use Phonetic Searching
The user can enable this option in order to perform search based on phonetics.
5.14.2 AND Searching
Enabling this provides the option to enter information in more than one search field when looking up
a contact in either the Internal or External directories.
To use "AND Searching" just enter a value in two or more of the search fields. Example being John in
the First Name and Smith in the Last Name field. Then Click on Search.
The results will display all records that meet the criteria that has been entered in BOTH fields and
would eliminate records that only meet one of the criteria.
5.14.3 When Performing a Filter Search
Press Enter to perform search
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If the user has entered some information in any one of the search fields, selecting this option would
perform search when the user presses Enter key.
Search after every key press
This option, when selected, refreshes the search results with every key the user presses to enter a
search value in the field.
Search after a delay
If this option is selected the user enters information in the search field, the search result will be displayed with a delay specified in the Search Delay section.
5.14.4 Lateral Searching
Lateral Searching is the Operator facility to look for an alternative contact by pressing the Ctrl+F2
button. The selection is made from None, Last Name, First Name, Department or Number.
Selecting None will disable Lateral Seraching.
5.15 Primary Server
In order to function correctly, a connection to the Primary Arc Connect Server needs to be made
across the computer Networks. This can be achieved by either entering the name of the computer
on which the Primary Arc Connect Server resides or the IP address of that same machine.
Figure 5 - 17: Primary Server tab
To connect to the Primary server
1.
Click the Server Name radio button.
2.
Enter the Server Name.
3.
Click Connect.
OR
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1.
Click the Server IP Address radio button.
2.
Enter the IP Address of the system.
3.
Click Connect.
If the Active status is not active, click the Activate button and a green light on the traffic signal icon
gets enabled.
5.16 Alternate Server
In order to function correctly, a connection to the Alternate Arc Connect Server needs to be made
across the computer Networks. This can be achieved either entering the name of the computer on
which the Alternate Arc Connect Server resides or the IP address of that same machine
Figure 5 - 18: Alternate Server tab
To connect to the Alternate server
1.
Click the Server Name radio button.
2.
Enter the Server Name.
3.
Click Connect.
OR
1.
Click the Server IP Address radio button.
2.
Enter the IP Address of the system.
3.
Click Connect.
If the Active status is not active, click the Activate button and a green light on the traffic signal gets
enabled.
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5.17 Presence
This tab provides the Operator with the facility to set the preferences for the Presence information.
Figure 5 - 19: Presence tab
Default Presence Display
Select between either Arc Presence Status, Microsoft Presence Status, Cisco Presence Status or
None.
Enable Calendar Information
To display the Calendar information tick this box and select which field will be used to retrieve the
information.
The selection is made via a drop down selection with the choices being:- Email, Email 2, Email 3,
User Field 1, User Field 2, User Field 3 or User Profile.
Enable Microsoft Presence Information
To display the Microsoft Presence Information tick this box and select which field will be used to
retrieve the information.
The selection is made via a drop down selection with the choices being:- Email, Email 2, Email 3,
User Field 1, User Field 2, User Field 3 or User Profile.
Enable Cisco Presence Information
To display the Cisco Presence Information tick this box and select which field will be used to retrieve
the information.
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The selection is made via a drop down selection with the choices being:- Email, Email 2, Email 3, User
Field 1, User Field 2, User Field 3 or User Profile.
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Section 6: Using Console Operator
This section covers the operational flow of the application and topics relating to call management.
The user must be familiar with the following icons in order to properly handle the calls. These icons
represent different states of devices in the Internal Directory.
Icon
Description
On-hook
Off-hook
Unavailable
Ringing in
Ringing out
Ringing out on busy extension
Connected
Call on hold
Call forwarding
Serial Calling
Call forwarding to voice mail
Notes
Pending message(s)
Not available for messaging
Contact not in BLF
Available to receive messages
Table 6 - 1: Operator Console Icons
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6.1 Answering Calls
Console Operator will answer two types of calls,
z Internal Calls
z External Calls
6.1.1 Internal Calls
Internal calls are those made to the user's extension within the Call Centre. These calls appear in the
Active Call Area (F7).
Figure 6 - 1: Internal Call ringing
6.1.2 External Calls
External calls can come in two types of Console Call Queues.
z The calls that are waiting within the Queues and do not have the Automatic distribution set for
them in configuration; appear in Queued Calls area.
z The calls that are waiting within the Queues and have the Automatic distribution set for them
appear in Active Calls Area (F7).
To select the call(s) and answer them through the keyboard and mouse, there are various methods
as mentioned below,
6.1.2.1 Selecting a Queue
To select a Queue using a keyboard
1.
2.
3.
Press F9 to select the Queues field.
Use the up and down arrow keys to select the required Queue.
The All Queues field will display the calls that are waiting in the selected Queue.
To select a Queue with the mouse
1. Select the required Queue and click the left mouse button.
2. The All Queues field will display the calls that are waiting in the selected Queue.
After selecting the Queue, Operator is ready to take waiting calls.
6.1.3 Answering Calls
Calls can be selected for answering in a number of different ways.
6-2
To answer calls in the selected Queues, using a keyboard
1. The most commonly used method is to select the next call with the highest priority.
2. This can be achieved by pressing the Answer Next (+) Key.
Or
1.
2.
3.
Select the All Queues field by pressing the F8-Key.
Using the up and down arrow keys, select the call to answer.
Press the Connect/Clear (Enter) key to connect the call.
To answer calls in the selected Queue using a mouse
Double Click
1.
2.
Point the mouse at the relevant call in the Queue.
Double click left mouse button.
OR Drag
1.
2.
3.
Select the required call.
Press the left mouse button.
Whilst holding the mouse button down, drag the call to the Active Calls field and then release
mouse button.
OR Click and Select
1.
2.
Point the mouse at the relevant call.
Click the left mouse button to select the call.
3.
Once the call has been selected, click on the
Answer Call button in the Tool Bar.
OR Popup Menu
1.
2.
3.
Click the left mouse button to select the call.
Click the right mouse button to view the popup menu.
Click on Answer will collect the selected call. If multiple calls are in the queue then Answer Next
will select the call with the highest priority.
6.1.3.1 Salutation
A feature that is added to the answering of calls is a Salutation that appears on the screen. The
Salutation is given in the Administration utility with the Call filters. When a call comes in, and the
Operator answers it, immediately a Salutation window opens.
Figure 6 - 2: Salutation window
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The advantage of this feature is that the Operator can deal with the caller in an effective and useful
way by reading the script in the salutation window.
6.1.4 Answering Direct Calls to the Handset
In addition to the above procedures the Operator is able to answer a call made direct to the handset
that they are logged into. This call will immediately appear in the Active Calls field. To answer the call,
the Operator can apply any of the above stated methods.
6.2 Placing Calls on Hold
While answering a call, Console Operator can hold the active call to continue answering other
incoming calls. The call is held on a Service Queue for the period of time set as Hold Recall Time in
Administration utility. After the elapse of time, Status for the call will change from Held to Reverted
From Held to capture the user's attention. This will bring the Operator's attention to pick up the held
call.
There are two methods to hold the call.
z Hold
z Hold with Notes
In both the cases, call will be shown in Calls In Progress and can be reverted at any time.
Figure 6 - 3: Holding Calls
6.2.1 Holding Calls
To hold an active call, there are various methods that can be used with either the keyboard or mouse.
To hold a call with keyboard
1.
2.
6-4
Select the call in the Active Call field.
Press the Hold (Page down) key.
To hold a call using a mouse
Drag
1.
2.
3.
Select the call in Active Call field.
Press the left mouse button.
Whilst holding the mouse button down, drag the call from the Active Calls field to Calls In
Progress field and then release the mouse button.
OR Click and Select
1.
2.
Select the required call.
Click the left mouse button.
3.
Once the call has been selected, click on the
Hold button.
OR Popup Menu
1.
2.
3.
Click the left mouse button to select the call.
Click the right mouse button to view the popup menu.
Select Hold to hold the Call.
6.2.2 Device Status
The Operator can view the current status of any device in the Internal Directory.
To view device status,
1.
2.
In the Internal Directory, right click on a device and select Status.
In the new window, select Calls. The current status of the device will be displayed.
Figure 6 - 4: Status Screen for an internal number
The Operator can also answer any ringing call by clicking the Answer button.
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6.2.3 To Hold Call with Notes
A call being placed on hold can have an annotation added to it. This is very useful when multiple calls
are on hold simultaneously. The
icon will appear next to the call to indicate the attached notes.
Figure 6 - 5: Enter Notes for Held Call
To hold a call with the keyboard
1.
2.
3.
4.
Select the call in the Active Call field.
Press the Hold with Notes (Page Up) key.
Type the Held Notes to be attached with the call and Name or Extension number of the person
for whom the call is to be held.
Press the Enter key to hold the call with Notes.
To hold a call using a mouse
Click and Select
1.
2.
Select the call.
Click the left mouse button to select the call.
3.
Once the call has been selected, click on the
4.
Type the Held Notes to be attached with the call and Name or Extension number of the person
for whom the call is to be held.
Click the OK button to hold the call with Notes.
5.
6-6
Hold With Notes button.
OR Popup Menu
1.
2.
3.
4.
5.
Click the left mouse button to select the call.
Click the right mouse button to view the popup menu.
Select Hold with Notes to hold the call.
Type the Held Notes to be attached with the call and Name or Extension number of the person
for whom the call is to be held.
Click the OK button to hold the call with Notes.
6.3 Retrieving Held Calls
Calls Placed on Hold can be retrieved from the Calls In Progress area to Active Calls area. Calls
reverted from Hold, Parked, Camped On and Transferred will also be seen in Calls In Progress area.
Methods for retrieving calls are same once the calls appear in Calls In Progress area.
To retrieve a Call from Calls In Progress area, you can perform both the keyboard and mouse
procedures.
Figure 6 - 6: A held call in progress
To retrieve a held call
1.
2.
Select the call in the Calls In Progress field.
Press the Hold (Page down) key again.
To retrieve the held call using a mouse
Double Click
1.
Double click the call in the Calls In Progress field.
OR Drag
1.
2.
Point the mouse at the call in Calls In Progress field.
Press the left mouse button.
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3.
Whilst holding the mouse button down, drag the call from the Calls In Progress field to Active
Call and then release the mouse button.
Figure 6 - 7: Call with no Notes in the Calls In Progress area
Figure 6 - 8: Call with Notes in the Calls In Progress Area
OR Click and Select
1.
Select the held call with the left mouse button.
2.
Once the call has been selected, click at the
Retrieve button.
OR Popup Menu
1.
2.
3.
Click the left mouse button to highlight the held call.
Click the right mouse button to view the Popup menu.
Select Retrieve to retrieve the Call.
To retrieve the Hold Details Window for changes
1.
2.
3.
4.
5.
Click the left mouse button to highlight the held call.
Click the right mouse button to view the Popup menu.
Select Hold Details to view the Hold Notes.
Change/Update the Notes for the call.
Click on the OK button to hold the call again.
6.4 Muting Calls
An operator usually answers a call, greets the caller and attends to the caller's query. The operator
then tries to locate a contact that can offer the services requested by the caller. While the operator
is looking up a contact, he may prefer to mute the call so that the caller does not hear the noise in
the background at the operator's end.
Arc Console Operator provides such functionality where the call can be muted either manually or
automatically. A muted call will remain in the Active Calls area
When a call is in a mute state, the caller will either hear music or silence depending on the
Music on Hold (MoH) feature on the operator device.
6-8
6.4.1 Manual Muting
To mute a call
1.
2.
Select the active call.
Press Ctrl+Q. The same key combination can be used to un-mute a call.
OR
1.
2.
3.
Select the active call.
Right-click on the call.
Select Mute from the menu.
Figure 6 - 9: Selecting Mute from the Menu
OR
1.
Select a call from the Active Calls area.
2.
Click Mute (
) icon.
The mute operation through keyboard can be used from any window in the Console application.
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6.4.2 Automatic Muting
Automatic muting is enabled through the Preferences section. When enabled, a call will be muted
under the following conditions;
z
z
z
z
z
Dialling a number.
Moving control to any of the following areas from Active Calls area:
Search fields
Internal/External Directory links
Main contact view window
To un-mute a call,
1.
Select a call from the Active Calls area.
2.
Click Answer (
) button. User can also toggle a mute call by clicking on Mute (
) button.
Please note that all call control operations, such as call transfer, conference, hold, toggle,
clear etc., can be performed on a call in mute state.
6.5 Using Emergency Mode
Console Operator application allows the Supervisor or Operator with permission, to set emergency
mode for any particular Queue. When a Queue is in emergency mode, all calls for this Queue are
automatically redirected to another destination, Night Service or Voicemail for example. These
destinations are defined in Arc Connect Configuration Utility.
To Put a Queue in Emergency Mode using the Main Menu
In the main menu, select Options > Emergency. A new window will appear,
1.
2.
Select Available Queues list
Select the Queue you want to put in emergency mode.
3.
Press
4.
Queues in Queues In Emergency list
Press OK to complete the process
to add the selected Queue to Queues In Emergency list. Pressing
inserts all
To Set Emergency Using Queues List F9 and Pop up Menu,
1.
2.
3.
4.
5.
6.
7.
In the Queues List, select the Queue you want to put in emergency mode.
Right click on the selected Queue
This opens a popup menu
Click Emergency
This opens a new window
Select Available Queues list
Select the Queue
8.
Press
9.
Queues in Queues In Emergency list
Press OK to complete the process
6 - 10
to add the selected Queue to Queues In Emergency list. Pressing
inserts all
To Take a Queues out of Emergency Mode,
1.
2.
3.
4.
5.
In the Queues list, select the Queue you want to take out from emergency mode.
Right click on the selected Queue. This opens a popup menu
In the popup menu, click Emergency. This opens a new window
In the new window, go to Queues in Emergency list
Select the Queue, which you want to take out of Emergency Mode.
6.
Click
7.
Queues from Queues In Emergency list
Click OK to complete the process
to add the selected Queue to Available Queues list. Clicking
removes all
6.6 Call Parking
The Console application provides the Operator with the ability to Park Calls on to Call Parking device.
Any Agent or person can answer the call by dialling the number of Call Parking Device from the
extension where the call is parked. User can see the available Call Parking devices. Device where the
call is already parked will look like
Figure 6 - 10: A call parked on a Call Parking Device
To park a call with the keyboard
1.
2.
3.
Select the call in the Active Calls field.
Press the keys Home key on keyboard.
The call will automatically park on one of the available Call Parking Devices.
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To park call using a mouse
1.
Select the call in the Active Calls field.
2.
3.
Click the Park Call
button.
The call will automatically park on one of the available Call Parking Devices.
OR Popup Menu in the Call Parking Field
1.
2.
3.
4.
Select the call in the Active Calls field.
Place the cursor at any available Call Parking device.
Click the right mouse button.
Select Park Call from the Popup menu.
OR Popup Menu in the Active Calls Field
1.
2.
3.
4.
Select the call within the Active Calls field.
Click the right mouse button.
Select Park Call from the Popup menu.
The call will be parked on one of the available Call Parking Devices.
6.7 Retrieving Parked Calls
To retrieve a parked call the Operator can use a mouse or a keyboard.
To retrieve a parked call using a mouse
Double Click
1.
2.
Select the Call Parking Device where the call is parked.
Double click the device.
OR Drag
1.
2.
3.
Point the mouse at the Call Parking Device.
Press the left mouse button.
Whilst holding the mouse button down, drag the call from the Call Parking Device to Active
Calls field and then release mouse button.
OR Click and Select
1.
2.
Point the mouse at the Call Parking Device.
Click the left mouse button to highlight the call.
3.
Once the call has been selected, click at the
Retrieve button.
OR Popup Menu
1. Click the left mouse button to highlight the parked call.
2. Click the right mouse button to view the Popup menu.
3. Select Retrieve to retrieve the call.
If a parked call remains unanswered for the period of time set as Call Park Recall, it will revert back
to the Calls In Progress area, from where the Console Operator can retrieve the call using the
methods mentioned in Retrieving Held Calls.
6 - 12
6.8 Personal Call Parking
The Console application provides the Operator with the ability to Park Calls onto a Call Parking
device that is unique to the intended user. Unlike regular Call Parking, after a tannoy announcement
that indicates that a call has been parked, the extension number of the park location is NOT given
out. In order to ensure that the parked call is received by a specific user, a PIN code has been
assigned to each of the users. The PIN is configured in Arc Connect Administration.
Any Agent or person can answer the call by dialling the PIN code for Personal Call Park. User can see
the available Call Parking devices.
Figure 6 - 11: Personal Parked Call
Devices where the calls are already personal parked have the following two types:
z Local: Local Personal Call Park Devices are the ones where the user has parked calls. Such
devices can be viewed by clicking on the Show My Park Devices,
devices will look like
icon. These Call Park
.
Figure 6 - 12: Personal Parked Call for the user
z Remote: These are the calls parked by other operators. Such devices can be viewed by clicking
on the Show Colleagues' Park Devices,
icon. These Call Park devices will look like
.
To personal park a call with the keyboard
1.
2.
3.
Ensure that the call that is to be placed into Personal Park is selected within the Active Calls
field.
If One Key Personal Call Park option has been selected, press Home key on the keyboard to
place a call onto a free Park position.
The free park position will now display the name of the contact the call has been parked for.
To park call using a mouse
Arc Enterprise Console Operator Attendant - User Guide
6 - 13
1.
Select the call in the Active Calls field.
2.
3.
Click the Personal Call Park
button.
The call will automatically park on one of the available Call Parking Devices.
OR Popup Menu in the Call Parking Field
1. Select the call in the Active Calls field.
2. Place the cursor at any available Call Parking device.
3. Click the right mouse button.
4. Select Personal Park Call from the Popup menu.
OR Popup Menu in the Active Calls Field
1.
2.
3.
4.
Select the call within the Active Calls field.
Click the right mouse button.
Select Personal Park Call from the Popup menu.
The call will be parked on one of the available Call Parking Devices.
6.9 Retrieving Personal Parked Calls
To retrieve Local Personal Call Park using a key board
1.
2.
3.
4.
5.
Select the local Personal Call Park.
Enter the extension number to the Pre CT Gateway that has been configured for local call parks.
This extension number has been configured in the Arc Connect Administration.
Press Connect key.
The call will appear in Active calls Field.
The caller is in circuit.
To Retrieve Remote Personal Call Park,
1.
2.
3.
4.
5.
6.
Select the remote Personal Call Park.
Enter the extension number to the Pre CT Gateway that has been configured for remote call
parks. This extension number has been configured in the Arc Connect Administration.
Press Connect key. Once connected, the user will hear a tannoy announcement that prompts
the user to enter the PIN code.
Enter PIN code.
The call will appear in Active calls Field.
The caller is in circuit.
To Retrieve on Time Out,
1.
2.
3.
4.
Select within the Calls In Progress Field.
Press the Retrieve key.
The call will appear in Active calls Field.
The caller is in circuit.
If the caller has agreed to wait until the called party becomes available
1. When the call returns on time out.
2. Select from the Calls Progress field.
3. Press the Re-establish key.
4. The call will return to the park position again.
If a parked call remains unanswered for the period of time set as Call Park Recall, it will revert back
to the Calls In Progress area, from where the Console Operator can retrieve the call using methods
stated in Retrieving Held Calls.
6 - 14
6.10 Camp on Calls
The Console application provides the Operator with the ability to Camp on calls to a busy extension,
when the extension becomes available the call will automatically ring on the extension.
Figure 6 - 13: The button is enabled to camp on the call
The methods to Camp On calls are as follows,
To Camp on a call using a keyboard
1.
2.
3.
4.
With the relevant call selected within the Active Calls area, make a call to the internal extension
that is currently busy.
A busy tone is heard, the call display window will echo the word Busy.
To camp the call onto the busy extension, press the Camp on (Insert) key.
The call will leave the screen waiting for that extension to become free.
To camp on the call using a mouse - Camp on in the Active Calls Field
1.
2.
With the relevant call selected within the Active Calls field, make a call to the Internal extension
that is currently busy.
A busy tone is heard, the call display window will echo the word Busy.
3.
4.
To camp the call onto the busy extension click on the Camp On
button.
The call will leave the screen waiting for that extension to become free.
OR Camp on from the Internal Directory with Popup Menu
1.
With the relevant call selected within the Active Calls area, make a call to the internal extension
that is currently busy.
2. A busy tone is heard, the Call window will display the word Busy.
3. Point the mouse at the busy extension in Internal Directory and click the right mouse button.
4. Select Camp On from the popup menu.
5. The call will leave the screen waiting for that extension to become free.
A camped on call will stay on the busy extension for a time period set as Camp On Recall in the
Administration utility. After the elapse of this time, the call will return to the Calls In Progress field with
a status as Reverted Camp on.
To retrieve the camped on calls, use methods stated in Retrieving Held calls.
6.11 Conference Calls
The Operator can start a conference of three persons, the caller, the Operator and any other third
person.
Arc Enterprise Console Operator Attendant - User Guide
6 - 15
The methods for starting a conference call are as follows,
To start conference using a keyboard
1.
2.
3.
4.
5.
Ensure that the call is selected within the Active Calls area.
Select the extension that is to be added into the conference or type the number.
Press 'Start Conference' key and the conference is initiated.
Wait for the 3rd party to answer and press 'Conference' key.
Once the conference is in progress an additional field is highlighted in the Active Calls area. The
field is labelled as Conference Controller and is used to drop the Operator from the call once all
the parties are in conversation.
To start a conference using a mouse
1.
2.
Ensure the call is selected within the Active Calls field.
Select the extension that is to be added into the conference from Directory or type the number.
3.
4.
Press Start Conference
button, the conference is initiated.
Wait for the 3rd party to answer and press Conference button.
OR
1.
2.
Ensure the call is selected within the Active Calls field.
Select the extension that is to be added into the conference from Directory or type the number.
3.
4.
Right click on the call and select the Start Conference
option from the popup menu.
Select the extension that is to be added into the conference from Directory or type the number.
5.
Press Start Conference
6.
7.
Wait for the 3rd party to answer and press Conference
button.
Once a conference is in progress an additional field appears in the Active Calls area. This is
labelled as the Conference Controller and will be used to drop the operator from the call once
all parties are in conversation.
button, the conference is initiated.
If the third person does not want to start the conference then Console Operator should
clear the initiated call. This will take the Operator back to the original call.
6.12 Transfer Calls
After answering the call, the Operator can transfer it to a requested device, station or external
number. This can be performed in a number of different ways:z Blind Transfer - Internal
z Blind Transfer - External
z Consult Transfer - Internal
6 - 16
z Consult Transfer - External
Figure 6 - 14: Call Transfer between External and Internal Calls
6.12.1 Initiating An Internal Blind Transfer
In this transfer type, destination of the transfer is not consulted.
To blind transfer a call to an internal device with keyboard
1.
2.
3.
4.
Select the call in the Active Calls field.
Using the Number Pad on the right hand side of the keyboard, dial the number of the Internal
extension.
Notice that the Call Display window displays the digits entered. Press Connect (Enter) key.
To complete the transfer, press the Connect on the keyboard again.
6.12.2 Initiating An External Blind Transfer
To blind transfer a call to an external extension using a keyboard,
1.
2.
3.
4.
Select the call in the Active Calls field.
Using the number pad on the right hand side of the keyboard dial the number of the External
extension.
Notice that the Call Display window displays the digits entered. Press Connect (Enter) key.
To complete the transfer, press the Connect (Enter) key again.
OR
1.
2.
3.
4.
Select the Internal or External Directory by pressing the relevant F-key, F3 or F4.
Use the up and down arrows to select the relevant destination and press the Connect key.
The Active call area is blank until the call condition i.e. ringing is heard.
Press Connect key again to transfer the call.
To blind transfer to an external destination using a mouse;
Double Click
1.
2.
3.
4.
Select the call in the Active Calls field.
Point the mouse at the relevant destination within the Internal or External Directory or Speed Dial
fields.
Double click to call the person.
Double click again on the new call to transfer the call.
OR Drag
1.
2.
3.
Point the mouse at the relevant call within the Active Calls field.
Press the left mouse button.
Whilst holding the mouse button down, drag the call to the relevant destination within the
Internal or External Directory fields and then release mouse button.
Arc Enterprise Console Operator Attendant - User Guide
6 - 17
OR Popup Menu
1.
2.
3.
4.
5.
Select call's details that are displayed in the Active Calls field.
Point the mouse at the relevant destination within the Internal or External Directory or Speed Dial
fields and click the right mouse button to reveal a Popup menu.
From the popup menu select call.
Ensure that the call initiated is selected within the Active Calls field.
Then point the mouse at the Complete Transfer button and press the left mouse button.
6.12.3 Initiating an Internal Consult Transfer
The destination of the transfer is consulted before the actual transfer takes place.
To consult transfer an Internal extension
1.
2.
3.
4.
5.
Select the call's details that are displayed in the Active Calls field.
Using the number pad on the right hand side of the keyboard dial the number of the internal
extension called. Notice that the Call window displays the digits entered.
Press Connect (Enter) key to dial.
Stay on the line until the extension answers.
Offer the call to the extension and Connect key again to release if accepted. If declined press
Cancel Consultation key to return to the calling party.
6.12.4 Initiating an External Consult Transfer
The destination extension is consulted before the actual transfer takes place,
To consult transfer to an external extension
1.
2.
3.
4.
Select the call's details that are displayed in the Active Calls field.
Using the number pad on the right hand side of the keyboard dial the external access number.
Notice that the Call window mimics the digits entered. Press Connect key to dial.
Stay on line until the external contact answers.
Offer the call and press Connect key again to release if accepted. If declined press Cancel
Consultation key to return to the calling party.
The external access number you will dial is the one you have set in the General tab of the
Preferences.
6 - 18
OR
1.
2.
3.
4.
Select the External Directory by pressing the relevant F-key, F4.
Use the up and down arrows to select the relevant destination and press the Connect (Enter)
key.
Stay on the line until the call is answered.
Offer the call, if accepted press Connect key, if declined press Cancel Consultation key (-).
To consult transfer to an external destination using a mouse
1.
2.
3.
4.
5.
6.
7.
Select the call's details that are displayed in the Active Calls field.
Point the mouse at the relevant destination within the External Directory field and double click
to call.
Press the right mouse button to reveal a Popup menu. From the popup menu select Call.
Stay online until the call is answered.
Offer the call to the called contact.
Click the right mouse button to reveal the Popup menu.
Select Complete Transfer if to transfer the Call. Select Clear to clear the call and go back to the
original call.
6.12.4.1 FAC and CMC Settings
The user may need to provide Forced Authorisation Code (FAC) and Client Matter Code (CMC) to
perform an External Consult Transfer. These codes are configured by the Administrator.
Forced Authorization Code (FAC): Forced Authorization Codes are used to provide security in the
CallManager for dialling "Route Patterns". Traditionally, this is used to block calls to external numbers.
For example, often in call centres, only some callers are allowed to make external consult transfers to
certain numbers. In order to enforce security, these callers are provided with a Forced Authorization
Code. The concept of FAC is that if the user makes such an external call transfer that is protected by
a FAC, the user must enter the FAC before the call can continue. If an incorrect FAC is entered, or if
no FAC is entered, the call fails.
Client Matter Code (CMC): Client Matter Codes are used to provide extra call logging facilities within
the CallManager. This is used to log calls from different destinations.
The concept of the CMC is that the user has to enter their CMC Code before their external consult
transfer can proceed. The value of this is that the call detail records are updated with the CMC code
along with the call information. This can then be used later on to charge calls to different cost centres.
6.13 Toggle Calls
The Operator can toggle an active call with a Held one. There are two types of call toggling;
z Toggle Call during a Consult Transfer.
z Toggle Call during a Conference Initialisation
Arc Enterprise Console Operator Attendant - User Guide
6 - 19
Figure 6 - 15: Selecting Toggle option from the drop down menu
6.13.1 Toggle Calls during Consult Transfer
To toggle calls during a consult transfer
1.
2.
3.
4.
5.
6.
Select the call details that are displayed in the Active Calls field.
Using the number pad on the right hand side of the keyboard dial the external number. Notice
that the Call Display window mimics the digits entered. Press Connect (Enter) key to dial.
Stay online until the external contact answers.
The original incoming call is on Hold while operator is talking to the call initiated by him.
Press the menu key to reveal the Popup menu. From the popup menu select Toggle call. The
held call will become active and the active call will be put on Hold.
Operator can always come back to the last stage by using the toggle call option again.
OR
1.
2.
3.
4.
5.
Select the Directory by pressing the relevant F-key.
Use the up and down arrows to select the relevant destination and press the Connect (Enter)
key.
Stay online until the call is answered.
The original incoming call is on Hold while operator is talking to the call initiated by him. Press the
menu key to reveal the Popup menu. From the popup menu select Toggle call. The Held call will
become active and the active call will be put on Hold.
Operator can always come back to the last stage by using the toggle call option again.
To use toggle calls option during consult transfer using a mouse
1.
2.
3.
4.
5.
6.
7.
8.
Select the call's details that are displayed in the Active Calls field.
Point the mouse at the relevant destination within the External Directory field and double click to
call.
Press the right mouse button to reveal a Popup menu. From the popup menu select call.
Stay online until the call is answered.
Offer the call to the called contact.
Click the right mouse button to reveal the Popup menu.
The original incoming call is on Hold while operator is talking to the call initiated by him. Press the
mouse right button to reveal the Popup menu. From the popup menu select Toggle call. Or
press the Toggle call button. The held call will become active and the active call will be put on
Hold.
Operator can always come back to the last stage by using the toggle call option again.
6 - 20
5.14 Sending Email
When the Operator forwards a call to an extension and the call is returned on time out, the operator
has the option to send an email to the person not available on the desired extension and provide
important information about the call. The shortcut key for sending email is Ctrl+M.
6.15 Making Calls
The Operator can dial calls from the Console application. There are two types of call,
z Internal Call
z External Call
6.15.1 Make an Internal Call
To call a station in the Active Calls field,
To make an internal call using a keyboard
1.
2.
3.
4.
Using the keypad, dial the required number.
Press Connect/Clear (Enter) key to end dialling.
The call will appear in the Active Calls field.
The conditions change from Ringing to Talking when answered.
To make an internal call using a mouse
Double Click
1.
2.
Double click the relevant destination within the Internal Directory or Speed Dial fields.
A call will be initiated to the party.
OR Popup Menu
1.
2.
3.
4.
Point the mouse at the destination in the Internal or External Directory or Speed Dial fields.
Right click to reveal the Pop-up menu.
Select Call option.
A call will be initiated to the party.
6.15.2 Making External Calls
Make an outgoing call using either of the following procedures,
To make an external call using a keyboard
1.
2.
Using the number keypad on the right hand side of the keyboard dial the number of the access
code and then the external number.
The details are displayed in the Call window.
Arc Enterprise Console Operator Attendant - User Guide
6 - 21
3.
Press Enter key to start dialling and Enter key again to make the call.
Figure 6 - 16: Number is shown under the Active Calls area
OR
1.
2.
Select the External Directory by pressing the relevant F-key, F4.
Use the up and down arrows to select the relevant number and press the Enter key.
To make an external call using a mouse
1. Select the External Directory using the mouse.
2. Double click on the number to dial.
Also to make an external call, you can set preferences. The Use External Access Number checkbox
should be selected and a digit should be there to be added with the number for an External call.
To make an external call with the Access number
1.
2.
3.
Check the Use External Access Number box and enter a digit to indicate an External call in the
General tab of the Preferences.
Enter the required telephone number.
It will automatically dial an External call.
It is not necessary to place the cursor in the Calling Box, when you start typing the numerical
values, it will automatically type in it.
6.15.2.1 FAC and CMC Settings
The user may need to provide Forced Authorisation Code (FAC) and Client Matter Code (CMC) to
perform an External Consult Transfer. These codes are configured by the Administrator.
Forced Authorization Code (FAC): Forced Authorization Codes are used to provide security in the
CallManager for dialling "Route Patterns". Traditionally, this is used to block calls to external numbers.
For example, often in call centres, only some callers are allowed to make external international calls.
In order to enforce security, these callers are provided with a Forced Authorization Code. The
concept of FAC is that if the user makes such an external call that is protected by a FAC, the user must
enter the FAC before the call can continue. If an incorrect FAC is entered, or if no FAC is entered, the
call fails.
6 - 22
Client Matter Code (CMC): Client Matter Codes are used to provide extra call logging facilities within
the CallManager. This is used to log calls from different destinations.
The concept of the CMC is that the user has to enter their CMC Code before their external call can
proceed. The value of this is that the call detail records are updated with the CMC code along with
the call information. This can then be used later on to charge calls to different cost centres.
6.16 Speed Dials
The Speed Dials field is for dialling an external call with one click. The users do not need to enter
numbers and then make a call, they can click on the Contact and the system will dial the call
automatically.
To Add Speed Dials by dragging
1.
2.
Click the Contact in the Directories.
Drag it to the Speed Dials field.
Figure 6 - 17: Speed Dial
To Add Speed Dials in Popup Menu
1.
2.
3.
4.
5.
6.
Right click the mouse in the Speed Dials field.
A Popup menu appears.
Select the Add Speed Dial option.
The above window will open.
Enter the Extension Number, Name and Company.
Click OK.
To Edit Speed Dial
1.
2.
3.
4.
5.
6.
Right click the mouse in the Speed Dials field.
A Popup menu appears.
Select the Edit Speed Dial option.
A window will open.
Change the Extension Number, Name or Company.
Click OK.
Arc Enterprise Console Operator Attendant - User Guide
6 - 23
6.17 Recording Calls
The Console application provides the Operator with the ability to record the active calls. Once
recording starts, Operator cannot stop the recording until the call has finished.
The methods for Recording Calls are as follows;
To record call using a keyboard
1.
2.
With the relevant call selected within the Active Calls field, press the Record (Pause key).
The call will be recorded.
To record call using a mouse
Click and Select
1.
2.
Select the call in the Active Calls field.
Select the Record Call button.
OR Popup Menu
1.
2.
Place the cursor at the call in Active Calls field and press the right mouse button.
Select Record Call from the Popup menu.
6.18 Clearing Calls
To disconnect an active call when the caller has completed the enquiry:
To clear call using keyboard,
1.
2.
Select the call within the Active Calls field.
Press the Clear key.
To clear call using a mouse,
Click and Select
1.
2.
Select the call within Active Calls field.
Click the Clear button.
OR Popup Menu
1.
2.
Select from the Active Calls field, press the right mouse button to open a Popup menu.
From the Popup menu select the Clear Call option
6.19 Re-establish Calls
This feature is a time saving one. The re-establishing of calls means to repeat the previous process with
one click. The Operator can re-establish the calls to undo the previous action as in the following areas,
z Hold Call
z Hold with Notes
6 - 24
z
z
z
z
Transfer Call
Conference Call
Camp on Call
Park Call
If due to some reasons the process does not succeed, the Operator can click the Re-establish button
to repeat it.
6.20 Contact Properties
Details can be tagged with all the contacts present in the Directories. The Console Operator can also
see the details already attached with the contact through Administration utility. Details include
information and phone numbers of contact. These details will be shown to the user with the calls in
Arc Console Operator application.
To see the contact details for an incoming call, click on the Contact Properties button or press the
Contact Properties (F12) on the keyboard. User will be presented with the Contact Properties window.
User can change the details right there and click on the OK button to save the changes.
If the contact calling has no record with the Operator, then by pressing the Contact Properties button
or key (F12) on the keyboard a window with no record and information will open.
Operator can add new contact details in this window.
Figure 6 - 18: Enter contact information
Email Contact
If the electronic mail address of the contact person is added in the Contact Details, then the Console
Operator can mail the contact from this window. It will open the mail client configured on the User's
PC i.e. it can be Outlook. The icon for this feature is
.
Arc Enterprise Console Operator Attendant - User Guide
6 - 25
Use Number
In the Contact Numbers tab of the Contact Details window, the user can select an External phone
number of the contact person, and click the Use Number button to automatically dial a number. This
external number can be viewed in the Call Box.
6.20.1 Adding Contact Properties
It is possible for the console user to add a new contact in any of the Extensions shown in Directories in
Console application.
The methods for adding Contact Properties are listed below;
To add contact information using keyboard
1.
2.
3.
4.
5.
6.
Select the required contact area be pressing the relevant F-Key.
Press the right click (context menu) key on the keyboard to open the popup menu.
Select Properties from Popup menu.
The user will be presented with the Contact Details window.
Give the contact details as required.
Press the Enter key.
To add contact using a mouse
1.
2.
3.
4.
5.
Select the required Contact.
Now right click on the Contact and select Contact Details from the menu.
The user will be presented with the Contact Details window.
Enter the contact details as required.
Click the OK button.
6.20.2 Adding Absent Message and Contact Information
It is also possible to add Absent Messages and General Contact Information by means of a second
tab within the Contact Properties.
Contact Notes Icon Colour
You can add colour indicators to each note that is added for a contact. This can be used to colour
code a note to denote a certain subject. For example, Red colour notes can indicate that a contact
is on vacation. The following colours are available to select from.
Colour
Flag
Red
{R}
Green
{G}
Blue
{B}
Cyan
{C}
Violet
{V}
Lime
{L}
Olive
{O}
Table 6 - 2: Contact Notes - Icon Colours
6 - 26
Colour
Flag
Teal
{T}
Maroon
{M}
Navy
{N}
Fushcia
{F}
Table 6 - 2: Contact Notes - Icon Colours
You must enter the flag before entering Contact Information or Absent Message. If you flag both
contact information and absent message, then contact information will be given preference.
Contact Information
You can add extra information with any of the contact in the Directories. This Contact Information can
be seen on all Operators' screens with the contact as tool tip.
Contact Absent Message
You can add and Contact Absent Message with any of the devices in Internal Directory Field. This
absent message can be seen on all Operators' screens with the contact as tool tip.
Figure 6 - 19: Add contact information and absent message
Arc Enterprise Console Operator Attendant - User Guide
6 - 27
To add Contact information or absent message
1.
2.
3.
4.
5.
6.
7.
8.
Select the required Contact.
Now right click on the contact and select Contact Details from the menu.
The user will be presented with the Contact Details window.
Select Information tab.
Operator can give contact information in contacts of all the Directories.
Give the Absent message; however Absent Message is not available for external contacts.
Give the information as required.
Click OK.
6.21 Paging
Paging requires configuration, and will only operate if BLF (fixed) is being used. This is configured by the System Administrator and requires the devices to be associated in the Cisco
CallManager.
The paging functionality allows the Console Operator to send instant text messages to IP Phone users.
These messages are called Page Requests. The Operator can send a Page Request to one IP Phone
or a group of IP Phones as well. The IP Phone user can respond to a message by typing a reply using
his IP Phone keys or selecting a pre-configured Page Response.
The users should be familiar with the following icons in order to properly use the paging functionality.
Icon
Description
Indicates that the device is available to receive messages.
Indicates a device that has pending message(s).
Represents the device which is not available for messaging.
Appears in the Calls In Progress Area with a Page Response.
Appears with Page Response of an urgent message in Calls In Progress Area.
Appears in Calls In Progress Area when a Page with Call Park or Page with Call is
timed out.
Appears with a timed out Page Request when the sender (another Operator in the
same Queue) has logged out.
Appears in the Internal Directory Field and indicates that the device is not available
in the BLF.
Table 6 - 3: Paging Icons
6.21.1 Paging a Single IP Phone User
The Operator can send three types of Page Request:z Page Request
z Page Request with Call
z Page Request with Call Park
6 - 28
Sending Page Request to a User: The Operator can send a Page Request to an IP Phone user. The
recipient can dismiss the Page Request or send a response by typing a text reply or sending a preconfigured Page Response using his IP Phone.
To send Page Request to a user
1.
In the Internal Directory, select the user to whom you want to send a Page Request.
2.
In the toolbar, click on
3.
Type name and company information and click Urgent checkbox, if required. This information is
sent with the Page Request.
Open a Page Group and select the desired Page Request. A Page Group might already be
open if configured by the Administrator. In this example, the Operator and Sales groups are
already open whereas Urgent Request group is closed by default.
Type any additional information in the Free format Message field. This information is added to
the Page Request. This option is available only if allowed by the Administrator.
4.
5.
or press CTRL + P. This will open the Paging Individual window.
Figure 6 - 20: Paging group Window
6.
Click Page button to send the desired Page Request.
Arc Enterprise Console Operator Attendant - User Guide
6 - 29
Sending Page Request with Call to a User: The Operator can also send a Page Request with a call
to an IP Phone user. The recipient can take the call, put it in a Queue, forward it to another extension
or send it to Voice Mail.
To send Page Request and Call to a user
1.
2.
3.
4.
5.
In the Active Calls Area (F7), select the call you to send to a user.
In the Internal Directory, right click on the contact whom you want to send call and select
Page. This will open Paging Individual window.
Type name and company information and click Urgent checkbox, if required.
Open a Page Group and select the desired Page Request.
Type any additional information in the Free format Message field. This information is added to
the Page Request. This option is available only if allowed by the Administrator
Figure 6 - 21: Paging Individual (Park/Page) Window
6.
Click Page. This will send the call and the Page Request to the desired user. The recipient is
required to respond through a Page Response when he is ready to take the call. A Page
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Response is sent to the Operator when the recipient accepts the call.
Figure 6 - 22: Message Response: Take Call
7.
8.
Click Take Call to send call to the user.
If the recipient is not ready to take the call, he can request the operator to put the call in
Queue. In this case, a notification is sent to the Operator as seen in the figure below.
Figure 6 - 23: Message Response: Queue Call
9.
The operator is required to click Queue Call to put the call in Queue.
Similarly, the recipient can send a call to Voice Mail. In this case, the Operator receives a
request in the Message Response window.
Figure 6 - 24: Message Response: Voice Mail
10. Click Voice Mail to send call to Voice Mail.
Sending Page Request with Call Park to a User: The Operator can also park a call and notify the
IP Phone user through Page Request. The recipient has the options to take the call, put it in a Queue
or send it to Voice Mail.
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To send a Page Request with Call Park to a user
1.
2.
In the Active Calls Area (F7), select the call you want to send to a user.
In the Internal Directory, right click on the contact whom you want to send call and select Page.
This will open Paging Individual window.
Figure 6 - 25: Paging Invidual Window
3.
4.
5.
6.
7.
Type name and company information and click Urgent checkbox.
Open a Page Group and select the desired Page Request.
Type any additional information in the Free format Message field.
Click Park/Page.
The recipient is required to respond through a Page Response when he is ready to take the call.
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A Page Response is sent to the Operator when the recipient accepts the call.
Figure 6 - 26: Message Response: Take call
8.
9.
Click Take Call to send call to the user.
If the recipient is not ready to take the call, he can request the operator to put the call in
Queue. In this case, a notification is sent to the Operator as seen in the figure below.
Figure 6 - 27: Message Response: Queue call
The operator is required to click Queue Call to put the call in Queue.
10. Similarly, the recipient can send a call to Voice Mail. In this case, the Operator receives a
request in the Message Response window.
Figure 6 - 28: Message Response: Voice Mail
11. Click Voice Mail to send call to Voice Mail.
6.21.2 Paging a Group
The Operator can send three types of page requests to a group of IP Phones.
z Page Request
z Page Request with Call
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z Page Request with Call Park
Sending Page Request to a Group: The Operator can send a Page Request to a group of IP Phone
users. When a Page Request is sent to a group, the message is displayed to all IP Phones in the group
however the message is delivered only to the user who takes the message first.
To send Page Request to a group
1.
In the toolbar, click on
or press CTRL + P. This will open the Internal Page window.
2.
Select the group you want to send message to.
Figure 6 - 29: Internal Page: Group selection
3.
4.
5.
Click OK. This will open Paging Group window.
In the Paging Group window, type name and company information and click Urgent checkbox,
if required. This information is sent with the Page Request.
Open a Page Group and select the desired Page Request. A Page Group might be already
open if configured by the Administrator. In this example, the Operator and Sales group are
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already open whereas Urgent Request group is closed by default.
Figure 6 - 30: Paging Group Window
6.
Type any additional information in the Free format Message field. This information is added to
the Page Request. This option is available only if allowed by the Administrator.
7. Click Page button to send the desired Page Request.
Sending Page Request and Call to a Group: The Operator can send a Page Request with a call
to a group of IP Phone users. When a call with Page Request is sent to a group, the message and the
call are displayed to all IP Phones in the group however they are delivered only to the user who
responds first.
To send Page Request with Call to a group
1.
In the Active Calls Area (F7), select the call you to send to a group.
2.
In the toolbar, click on
or press CTRL + P. This will open the Internal Page window.
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3.
Select the desired group and click OK. This will open Paging Group window.
Figure 6 - 31: Paging Group (Park/Page) window
4.
5.
6.
7.
Open a Page Group and select the desired Page Request. A Page Group might be already
open if configured by the Administrator. In this example, the Operator and Sales group are
already open whereas Urgent Request group is closed by default.
Type any additional information in the Free format Message field. This information is added to
the Page Request. This option is available only if allowed by the Administrator.
Click Page button to send the desired Page Request and Call to the selected group.
The recipient is required to respond through a Page Response when he is ready to take the call.
A Page Response is sent to the Operator when the recipient accepts the call.
Figure 6 - 32: Message Response: Take Call
Click Take Call to send call to the user.
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8.
If the recipient is not ready to take the call, he can request the operator to put the call in
Queue. In this case, a notification is sent to the Operator as seen in the figure below.
Figure 6 - 33: Message Response: Queue Call
The operator is required to click Queue Call to put the call in Queue.
9.
Similarly, the recipient can send a call to Voice Mail. In this case, the Operator receives a
request in the Message Response window.
Figure 6 - 34: Message Response: Voice Mail
Click Voice Mail to send call to Voice Mail.
Sending Page Request with Call Park to a Group: The Operator can park a call send a Page
Request to a group of IP Phones. When a call is parked and a Page Request is sent to a group, the
Page Request and the call are displayed to all users in the group. However, the call and the Page
Request are delivered only to the user who is the first to respond.
To send a Page Request with Call Park to a group
1.
In the Active Calls Area (F7), select the call you to send to a group.
2.
In the toolbar, click on
or press CTRL + P. This will open the Internal Page window.
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3.
Select the desired group and click OK. This will open Paging Group window.
Figure 6 - 35: Internal Page: Page Group
4.
Open a Page Group and select the desired Page Request. A Page Group might be already
open if configured by the Administrator. In this example, the Operator and Sales group are
already open whereas Urgent Request group is closed by default.
Figure 6 - 36: Paging Group Window
5.
6.
7.
Type any additional information in the Free format Message field. This information is added to
the Page Request. This option is available only if allowed by the Administrator.
Click Park/Page button to send the desired Page Request and Call to the selected group.
The recipient is required to respond through a Page Response when he is ready to take the call.
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A Page Response is sent to the Operator when the recipient accepts the call.
Figure 6 - 37: Message Response: Take Call
8.
Click Take Call to send call to the user.
If the recipient is not ready to take the call, he can request the operator to put the call in
Queue. In this case, a notification is sent to the Operator as seen in the figure below.
The operator is required to click Queue Call to put the call in Queue.
Figure 6 - 38: Message Response: Queue Call
9.
Similarly, the recipient can send a call to Voice Mail. In this case, the Operator receives a
request in the Message Response window.
Figure 6 - 39: Message Response: Voice Mail
10. Click Voice Mail to send call to Voice Mail.
6.21.3 Handling Page Responses
All Page Responses sent to the Operator appear in Calls In Progress Area (F5). The Operator has the
following options to handle a Page Response,
1.
Retrieve: Click
in the toolbar or right click on the Page Response and select Retrieve to
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take the message. The Page Response will go to the Active Calls Area (F7).
2.
Re-establish: Click
in the toolbar or right click on the Page Response and select Re-
establish. This will send the Page Request again.
3.
Clear: Click
in the toolbar or right click on the Page Response and select Clear. This will
4.
clear the Page Response.
View Page Response: Right click on the Page Response and select this option to view the
response sent by the IP Phone user.
6.21.4 Reclaiming a Page Request
The Operator has the option to reclaim a sent Page Request. The message disappears from the IP
Phone and returns to the Operator in the Calls In Progress Area (F5). The Operator can send this Page
Request again by clicking the re-establish button
.
To reclaim a Page Request
1.
2.
3.
In the Internal Directory, right click on the device where the Page Request is sent.
Select Status.
In the new window, select Messages.
4.
Select the required Page Request in the right pane and click reclaim button
.
Figure 6 - 40: Status Window
This method can be used to reclaim all types of Page Requests.
6.21.5 Handling Timed out Page Requests
The recipient has a limited time to respond to Page Request. This time is configured by the
Administrator. If the recipient does not respond to a Page Request in the given time, the Page
Request and the call (if any) are timed out and sent back to the Operator. All timed out Page
Requests and calls are displayed in the Calls In Progress Area (F5). The Operator has the option to reestablish these Page Request and calls.
To retrieve and re-establish
1.
In the Calls In Progress Area (F5), select the timed out Page Request and call (if any).
2.
Click retrieve button
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on the toolbar. The Page Request and related call will come to the
Active Calls Area (F7).
Click re-establish button
to send the time out Page Request and the related call.
6.22 SMS Messaging
There are two types of SMS (Short Message Service) Messages that can be sent from a console.
Arc Operator Console can send SMS to any number, either in its contact list or any other valid
number. The interface is user friendly, and the configurations are uncomplicated and easy-to-do.
The system uses third party SMS providers to deliver the SMS message. The Arc Operator can send SMS
to these vendors.
Depending on the way the system has been configured there is a choice of message that can be
sent:z Canned or Predefined Message – A message that will be specified in the Administration module.
Typically, a list of several canned messages will be available for selection by the operator, e.g.
”give me a call urgently”.
z Free Format Message – Operators can create their own messages.
To Send an SMS
Press Ctrl+S to bring up the SMS message window.
The Send SMS Message box will appear.
To Send an SMS
Click on the SMS icon
from the Speed Button area of the screen
Alternatively right click on a contact from either the Internal or External and select Send SMS from the
drop down menu.
Figure 6 - 41: Send SMS selection from the mouse menu.
In either case the Send SMS Message box will appear.
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6.22.1 Send SMS Message box
This message box requires a few fields to be completed before the message can be sent.
Figure 6 - 42: Send SMS Message box.
The following information is required:To – the number to whom the SMS will be sent.
From – this field with contain the value which has been set in preferences. It can be edit if required.
Depending on how the System has been configured the operator can choose from either a “Canned
Message” (these are configured in Arc Enterprise Administrator) or a Free Format Message, or a
combination of both.
SMS messages have a constraint on the number of characters used and there are two counts that
appear on the screen.
z Message Count– If the message exceeds the number of characters allowed then it will be truncated across multiple SMS messages and will be reflected here.
z Characters Used – this tells how many characters have been used so far. This field will help the
operator know how long the SMS is.
z
Click on Send for the SMS Message to be sent.
An attempt will be made to send the message and if successful a confirmation will be displayed. If
the attempt was unsuccessful then an error code will be displayed and the operator can attempt to
retry sending the message.
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On pressing the Send button, an attempt to send the SMS to the given number will be made. If the
message is sent successfully the Send SMS message box will disappear, but in case of an error, a
further message will be displayed in red below the two count fields.
Figure 6 - 43: Sample SMS delivery error message.
The operator can retry sending the message, or use an alternative method to contact the recipient.
6.23 Presence and BLF
Presence and BLF information can be displayed from various sources depending on the way the
system has been configured and the corporate infrastructure being available.
The BLF information is reflected from the status of the device.
The Presence sources available are:z
z
z
z
Arc Presence Status
Microsoft Presence Status (LCS or OCS)
Cisco Presence Status
None
The Operator can select a contact from either of the directories and press F12 this will display a screen
that shows the dynamic status of the device, as well as the Presence and calendar Status
The next figure shows the Alternative Numbers screen. As well as BLF (Device Status), each of the
available types of Presence options and calendar can be selected to provide further information.
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Figure 6 - 44: Summary of Consolidated Presence Status
To transfer a call to an alternative contact
1.
2.
3.
Select a contact from Alternate Contact Details.
The operator can click on any of the following options as required:z Call
z Consult Transfer
z Blind Transfer
z Transfer to Voicemail
z Hold
z Hold with Notes
z Start Conference
z Park Call
z Page
z Serial Calling
Click Close to cancel.
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The following keystrokes may also be used in order to make the desired transfers:
Key
Description
Enter
The call is consulted to the selected alternative number.
Enter + Enter
The call is blind transferred to the selected alternative number.
CTRL + P
Park and Page dialog opens for the call for selected alternate contact. This only
applies if the paging is running, the selected contact is internal and paging is
supported by the selected alternate phone.
Table 6 - 4: keystrokes for transferring a call
6.23.1 Arc Presence Status
Arc Console Operator can view and manage presence status information for all contacts. IP Phone
users can now set a status for themselves that is reflected onto Console Operator's Internal Directory.
This allows operator to manage calls efficiently since it can be easily found out whether a particular
contact is available or not.
Where a contact status has been set, the following presence status icons will be displayed
Icon
Description
Presence management status is free.
Presence management status has been set.
Presence management status has been set to forward to number
Presence management status has been set to Do Not Disturb
Presence management status has been set with an alternative contact number.
Presence management status has been set with do not disturb (DND) and an alternative contact number.
Presence management status is Unknown
Table 6 - 5: Presence Status Icons
To view Presence Status
1.
2.
Select a contact in Internal Directory.
Hover over a presence status graphic.
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3.
Presence Status details will be displayed.
Figure 6 - 45: Presence Status Pop up
Presence Status for each contact is set to Available by default.
6.23.1.1 Viewing Status Details
Operator can view the presence status details through the console screen. Some operators are also
provided with privileges to edit presence status for contacts. These rights are assigned to operators
by the Administrator.
To view status details
1.
2.
3.
4.
Select a contact from Internal Directory.
Right click on the contact.
Select Status.
Select Presence.
Figure 6 - 46: Viewing Presence Status Details
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This will take the user to a new window that displays a variety of status details for the selected contact
as follows:z Device Features
z Calendar
z Calls
z Messages
z Presence - This can reflect Arc, Cisco or Microsoft Presence.
These options may change depending on the way the software has been configured and which
selections have been made on the Presence Preferences tab. See ‘5.17 Presence’ on page 5 - 19.
Figure 6 - 47: Arc Presence Status Details
This window displays the following fields.
Control
Description
Status
Description of Presence Status that is assigned to the contact.
Created
This specifies the date and time stamp that denotes when the status was last
modified. This field will show N/A for a presence status of Available.
Do Not
Disturb
If this option is set, then the message will display "Do Not Disturb" in bold, red letters.
Expiry Date
This specifies the date at which the presence status expires.
Expiry Time
This specifies the time at which the presence status expires.
Alternate
Number
This specifies the number to which the call must be forwarded. If the number is
saved in the internal or external directory, contact's full name will be displayed
instead of the number itself.
Notes
This specifies free format text that a user enters to give additional detail of his status.
Alternative
Contact
Details
This specifies list of alternative contacts and contacts.
Table 6 - 6: Presence Status details - description
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The status window also has the Edit button, therefore, operators assigned privileges to modify status
can change the presence status of any contact they want, including all the relevant attributes of the
selected status.
Only operators with Allow Presence Status Amendments privileges can amend a user's presence status.
To edit Presence Status Details
1.
2.
Click Edit button.
In the new window that opens, as shown in the figure below, enter the information required in
the fields. These attributes have already been explained in the table above.
Figure 6 - 48: Editing Presence Status Details
3. Click Apply to save changes or Cancel to abandon modifications.
4. Click OK and return to the Console Screen.
Attributes that have been disabled will be greyed out and the user will not be able to make any
changes in such fields. Attributes that are indicated to be required will be labelled in bold, red letters.
The statement NOTE: Items in red are required! will also be displayed right below the attributes to be
modified.
6.23.2 Microsoft Presence Status (LCS or OCS)
Arc Console Operator can display Microsoft Office Communication Presence Status. There are two
versions of this either Live Communication Server (LCS) or Microsoft Office Communicator Server
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(OCS) Information for all contacts. This information is taken from the phone users office communicator
status.
Figure 6 - 49: Example Status settings within Microsoft Office Communicator
Figure 6 - 50: Microsoft Presence displayed
Where a contact status has been set, the following presence status icons will be displayed in the
Internal Directory [F3] and External Directory [F4] windows. The different icons are reflected in the
following table.
Icon
Status
Description
Away
Presence status away\be right back.
Busy
Presence status busy.
DND
Presence status Do Not Disturb (DND).
Appear Offline
Presence status offline.
Online
Presence status online (available).
Unknown
Presence status unknown.
Table 6 - 7: Presence Status Icons
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Between the Microsoft LCS and OCS there is a difference in the style of icons, but the status
icons are the same for both communicators with the Arc Console Operator.
With Microsoft Presence enabled as the default it is possible to send the contact an Instant Message.
From the Internal Directory select the contact and either press Ctrl+I or right click and select Send
Instant Message
Figure 6 - 51: Send Instant message
6.23.3 Cisco Presence Status (CUPs)
Arc Console Operator can view CUPs (Cisco Unified Presence) Information for all contacts. IP Phone
users can now set a status for themselves that is reflected onto Console Operator's Internal Directory.
This allows operator to manage calls efficiently since it can be easily found out whether a particular
contact is available or not.
Figure 6 - 52: CUPs Presence displayed
Where a contact status has been set, the following presence status icons will be displayed in the
Internal Directory [F3] and External Directory [F4] windows. The different icons are reflected in the
following table.
Icon
Status
Description
Away
Presence status away\be right back.
Busy
Presence status busy.
DND
Presence status Do Not Disturb (DND).
Offline
Presence status offline.
Table 6 - 8: CUPs Presence Status Icons
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Icon
Status
Description
Online
Presence status online (available).
Unknown
Presence status unknown.
Table 6 - 8: CUPs Presence Status Icons
To view Presence Status
1. Select a contact in Internal Directory.
2. Hover over a presence status graphic.
3. Presence Status details will be displayed
There is also facility to hover over the contact icon with the mouse and a pop up display will provide
any additional information that might be available for the status (ie in the case of Vacation it will
display a return date).
Figure 6 - 53: CUPS - Pop up information
6.24 Operator Call handling
When an operator transfers calls to extensions with a presence status assigned, a message pops up,
prompting the user that the person the call is being forwarded to currently has a presence status set.
The figure below shows the Summary screen. Each of the available types of Presence options can be
selected to provide further information.
The BLF Status does not trigger this message. This is by design to allow for answer phone or
call forwarding functionality.
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Figure 6 - 54: Summary of Consolidated Presence Status
To transfer call
1.
2.
3.
Select a contact from Alternate Contact Details.
The operator can click on any of the following options as required:z Call
z Consult Transfer
z Blind Transfer
z Transfer to Voicemail
z Hold
z Hold with Notes
z Start Conference
z Park Call
z Page
z Serial Calling
Click Close to cancel.
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The following keystrokes may also be used in order to make the desired transfers:
Key
Description
Enter
The call is consulted to the selected alternative number.
Enter + Enter
The call is blind transferred to the selected alternative number.
CTRL + P
Park and Page dialog opens for the call for selected alternate contact. This only
applies if the paging is running, the selected contact is internal and paging is
supported by the selected alternate phone.
Table 6 - 9: keystrokes for transferring a call
6.25 Set Call Forwarding
This feature allows the operator to change the call forwarding settings for a contact.
To edit call forwarding settings for a contact:
1.
2.
Select a contact from Internal Directory.
Right-click and go to Status > Device Features. A new form will open.
Figure 6 - 1: Call Forwarding - Selecting Status > Device features
3.
Click Edit.
Figure 6 - 2: Call Forwarding - Status > Device features
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4.
Enter a number in the Call Forward All field or click
button to select a number from the
5.
6.
contact list. This is the number where the call will be forwarded for the selected contact.
Click Apply to save changes.
Click OK to return to the console.
6.26 Reverted Call Control
When an operator transfers a call to a contact, there are times when the call is reverted back as an
active call. This may be because the contact could not answer the call in time.
Figure 6 - 55: Reverted Call
The operator might not want to search the contact all over again in order to re-transfer the call.
Therefore, Arc Console Operator offers a set of call controls specifically configured to handle reverted
calls.
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Once the call hits the Active Calls area after being recalled from the Calls In Progress area, the
operator can view the Reverted Call Controls by simply right-clicking on the call.
Figure 6 - 56: Right-click Menu for Retrieved Calls
The call controls displayed above are similar to the ones explained previously. The only difference is
that in case of reverted calls, all the call controls are in context to the contact the call was initially
transferred to.
If the operator right-clicks on the retrieved call and selects Start Conference, the contact on the
extension from where the call was reverted will be added to the conference automatically. The
operator would not need to search through the directory or specify the extension for that particular
contact himself.
6.27 Call Controls for Retrieved Calls
The following table gives a brief description of the functionalities that can be performed on a
retrieved call.
Control Name
Icon
Description
Clear Call
Click to clear an answered call.
Consult
Click to consult and transfer the answered call to the extension from
where the call was initially reverted.
Click to transfer the answered call to the extension from where the
call was initially reverted.
Blind Transfer
Re-establish
Click to redo an action previously performed on the reverted call.
Table 6 - 10: Call Control Icons
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Control Name
Icon
Description
Hold with
Notes
Click to attach notes to the reverted call before placing the call on
hold. The extension from where the call was reverted is selected by
default as shown in the following image.
Hold
Contact
Properties
Start
Conference
Click to place the reverted call directly on hold for the same
extension/contact the call was reverted from, without taking notes for
the contact.
Click to add or update details of the contact from whom the call was
reverted.
Click to consult and start conference with the contact the call was
reverted from.
Park Call
Click to place the call on a Call Parking Device.
Personal
Call Park
Click to perform Personal Call Park for the contact the call was
originally reverted from.
SMS
Click to send an SMS message to the contact.
Table 6 - 10: Call Control Icons
6.28 Serial Calling
The console application offers a function called Serial Calling where the operator can accept a call
and intuitively create and manage a series of destinations for the caller to be routed through. An
example being a sales representative calls into his offer, and requires to speak to a colleague, his
secretary, then his manager. This call can be instigated by the operator without relying on the
destinations having to forward the call on.
z Provision for the operators to add, amend, reorder and delete numbers within the serial number
list. Numbers stored in the serial number list can be to internal and external destinations and the
numbers can be both individually typed by the operator or can be added via the contact directory.
z Manage the serial call process using the numbers stored in the serial number list. This includes
moving the active call to the service queue and then instructing the Arc server to dial each
number using the Arc Server's serial routing process.
z Manage the serial call completion (user is given completion options when starting a serial call
process)
z Manage recalls and failed deliveries to those numbers stored in the serial number list. Recalls will
be managed in the ‘Calls In Progress’ [F5] window where the operator will support features to
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reconnect the call back to the operator extension (‘Active Calls’ [F7] window) or re-establish a
failed serial call process.
z The user interface will support both mouse and keyboard operations for the serial call
feature.
Creating a Serial Call
1.
2.
The operator answers a call (either from a queue or a direct call) and determines if the
customer requires to speak to multiple people (a Serial call).
The operator browses through the directory lists and adds contacts to the serial call list by
either:-
z Select the Contact and press Ctrl+Insert to add them to the Serial Call list.
z Select the contact and click on the
Serial Call icon from the Call Control Toolbar. Clicking
on OK will save the selection and close the Serial Calling dialogue window to allow further contacts to be chosen.
z Right clicking and selecting 'Add number to serial call list' from the menu options.
3.
4.
5.
6.
7.
When all of the recipients have been selected, Click on the Ctrl+Insert (with no contacts
Serial Call Icon to open the Serial Calling Dialogue window.
selected) or click on the
The list can also be modified by removing or updating numbers. The sequence of numbers can
also be amended using the Up and Down arrows.
Select the method of call completion by selecting Recall to Operator or Clear Call.
Add any required notes to the serial call. These will show within the console while the call is
active.
Click on Start to begin the call with the first number in the serial Call list.
If the initial recipient has a Presence status set then the Operator will immediately be prompted to
resolve this with the consolidated presence screen.
The call will remain active, and the Operator has the choice to select an alternative number, or
attempt to re-establish the call again. Click on the
Serial Call icon to continue with the call.
If subsequent calls have Presence Status set then the call will be returned to the Calls in Progress (F5)
with a Presence Warning - Operator to Resolve statement. Right clicking on the call will prompt the
operator to select from either:z Retrieve the call, to the operators device
z Re-establish the Call (attempt the original number again),
z Re-establish the Call (ignore last number) this will move the call to the next recipient in the Serial
Call Sequence.
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Section 7 Handling Server Failover
A backup or alternate server may be installed so that the call processing operations are not hindered
due to a server failure at any point. The primary and alternate servers are specified at the time of
installation of the application. The server details can also be modified in the Options > Preferences
section.
In the case of a problem connecting to the Primary Server the Operator will lose connection with the
Server:1.
The user is logged out and the following message is displayed.
Figure 9 - 1: Information box - Connect to alternative server
2.
The user can click on any of the following buttons.
z
Yes: To connect to the Alternate Server using the same login details and extension
z
No: Will be selected if the user does not want to connect to the alternate server. However,
the user will be prompted again with the following message.
Figure 9 - 2: Information Box - Attempt to retry logon
z
Cancel: To remain logged out
z
Retry: To try and log back in to the Primary Server.
3. The user will remain logged in to the Alternate Server until the Primary Server is back on line and
the user is prompted with the following messag.,
Figure 9 - 3: Information box - Primary Server re-connect
4.
If the user chooses to reconnect to the Primary Server, the user will have to log into the
application again.
Arc Enterprise Console Operator Attendant - User Guide
7-1
7-2
Section 8 Glossary
Absent Message
A little note about the extension when it is not to be disturbed or absent.
Busy Lamp Field
Set of Internal Extensions assigned to the Operator. Operator can monitor their
status through Arc Console Operator Application.
Call Origin
Whether the call is an internal or external call. (INT or EXT).
Call Parking
Devices
Virtual devices where calls can be held temporarily and picked from any other
call centre extension.
Camp On
Holding calls for any extension that is busy at the moment. Arc Console will ring
the extension when it becomes free.
CLI Number
It is defined as Caller Line Identification The caller's number.
CLI Tag
An additional piece of useful information added to the CLI. This could be the
name of the customer or any other related piece of information.
Call Status
It tells what is currently happening to the call. It can be Ringing, Held,
Connected or Busy.
Call Type
It tells whether the call is an inbound, outbound or a transferred call. (IN/OUT/
TFR).
Directory Group
Set of Internal extensions grouped together to be assigned to any Operator
afterwards in Configuration.
Extension
Physical phone in call centre.
External
Directory
External Directory is the list of External contacts. These are the contacts added
in External CLI section in Configuration.
Field Headers
Titles of different sections in the Console application.
Internal Directory
Internal Directory is the Internal Extensions of Call Centre. These are the devices
added in Main Directory section in Configuration.
Page Request
An instant text message sent on IP Phones.
Page Response
Recipient's reply to a Page Request sent through an IP Phone.
Routing Tag
A piece of information, which comes in with the call from the call queue. It may
provide some information about the nature of the call. For example, the call
may be associated with a particular marketing campaign.
Call Queuing
The ability for a physical phone to have several calls stacked on the line waiting
to be answered.
Toggle
User can retrieve a held call during the consult transfer.
Reverted Call
A call that hits the Calls In Progress area if it is left unanswered by a contact.
Arc Enterprise Console Operator Attendant - User Guide
8-1
8-2
Appendix A - Feature Management
The availability of features for the users will depend on what permission group has been assigned to
a particular user in a multi-tenant environment. Users must have appropriate access rights to use the
following functionalities in the Console application.
Feature
Instances
Menu Reference
Preferences
Options > Preferences
Emergency Mode
Options > Emergency
Set Call Forwarding
Status > Device Features
Arc Enterprise Console Operator Attendant - User Guide
A-1
A-2
Appendix B: List of Figures
4-1
4-2
4-3
4-4
4-5
4-6
4-7
4-8
4-9
4 - 10
4 - 11
4 - 12
4 - 13
4 - 14
4 - 15
4 - 16
4 - 17
4 - 18
4 - 19
4 - 20
4 - 21
4 - 22
4 - 23
4 - 24
4 - 25
4 - 26
4 - 27
5-1
5-2
5-3
5-4
5-5
5-6
5-7
5-8
5-9
5 - 10
5 - 11
5 - 12
5 - 13
5 - 14
5 - 15
5 - 16
5 - 17
5 - 18
5 - 19
6-1
6-2
6-3
6-4
6-5
6-6
6-7
6-8
6-9
6 - 10
Keyboard Layout ...................................................................................................................... 4 - 1
Login Screen .............................................................................................................................. 4 - 3
Go Available ............................................................................................................................. 4 - 4
Main screen of Console Operator .......................................................................................... 4 - 6
Queues section highlighted in the Console Operator interface......................................... 4 - 9
All Queues Area highlighted in the Console Operator interface ..................................... 4 - 10
Active Calls Area highlighted in the Console Operator interface.................................... 4 - 10
Internal Directory in the Console Operator ......................................................................... 4 - 12
External Directory in the Console Operator......................................................................... 4 - 13
Calls In Progress Field highlighted in the Console Operator interface ............................. 4 - 15
Call Parking Devices Area highlighted in the Console Operator interface..................... 4 - 16
Speed Dial Area highlighted in the Console Operator Interface ..................................... 4 - 16
Adding contact ...................................................................................................................... 4 - 17
Finding Contacts ..................................................................................................................... 4 - 18
Search contacts from the added Contact Lists.................................................................. 4 - 19
Lateral Searching .................................................................................................................... 4 - 20
Lateral Search criteria hilighted ............................................................................................ 4 - 20
Lateral Search - Window heading that reflects the selection criteria .............................. 4 - 20
Drill Down - Window heading that reflects the selection criteria ...................................... 4 - 21
Speed Dial contacts ............................................................................................................... 4 - 22
Speed Dial dialogue box ....................................................................................................... 4 - 22
Calendar Schedules ............................................................................................................... 4 - 23
Viewing Calendar Information .............................................................................................. 4 - 23
Viewing Calendar Status Details ........................................................................................... 4 - 24
Calendar Status Details .......................................................................................................... 4 - 24
Microsoft Outlook Calendar .................................................................................................. 4 - 25
View Calendar from Menu .................................................................................................... 4 - 25
General tab ............................................................................................................................... 5 - 1
Auto Dial number entered in the area below Active Calls. ................................................ 5 - 2
Call Transfers Tab....................................................................................................................... 5 - 4
Call Park tab .............................................................................................................................. 5 - 5
Mute tab .................................................................................................................................... 5 - 6
Call Recording tab ................................................................................................................... 5 - 6
Tones tab.................................................................................................................................... 5 - 7
Queued Calls tab ..................................................................................................................... 5 - 8
Color window ............................................................................................................................ 5 - 9
Display tab ............................................................................................................................... 5 - 10
Internal Directory tab.............................................................................................................. 5 - 11
External Directory tab ............................................................................................................. 5 - 12
Alternate Numbers Tab .......................................................................................................... 5 - 13
Field Headers tab.................................................................................................................... 5 - 14
Secondary Sort tab ................................................................................................................. 5 - 15
Filter Search tab ...................................................................................................................... 5 - 16
Primary Server tab ................................................................................................................... 5 - 17
Alternate Server tab ............................................................................................................... 5 - 18
Presence tab ........................................................................................................................... 5 - 19
Internal Call ringing................................................................................................................... 6 - 2
Salutation window .................................................................................................................... 6 - 3
Holding Calls .............................................................................................................................. 6 - 4
Status Screen for an internal number ..................................................................................... 6 - 5
Enter Notes for Held Call .......................................................................................................... 6 - 6
A held call in progress .............................................................................................................. 6 - 7
Call with no Notes in the Calls In Progress area .................................................................... 6 - 8
Call with Notes in the Calls In Progress Area.......................................................................... 6 - 8
Selecting Mute from the Menu................................................................................................ 6 - 9
A call parked on a Call Parking Device............................................................................... 6 - 11
Arc Enterprise Console Operator Attendant - User Guide
B-1
6 - 11
6 - 12
6 - 13
6 - 14
6 - 15
6 - 16
6 - 17
6 - 18
6 - 19
6 - 20
6 - 21
6 - 22
6 - 23
6 - 24
6 - 25
6 - 26
6 - 27
6 - 28
6 - 29
6 - 30
6 - 31
6 - 32
6 - 33
6 - 34
6 - 35
6 - 36
6 - 37
6 - 38
6 - 39
6 - 40
6 - 41
6 - 42
6 - 43
6 - 44
6 - 45
6 - 46
6 - 47
6 - 48
6 - 49
6 - 50
6 - 51
6 - 52
6 - 53
6 - 54
6-1
6-2
6 - 55
6 - 56
9-1
9-2
9-3
B-2
Personal Parked Call ............................................................................................................... 6 - 13
Personal Parked Call for the user........................................................................................... 6 - 13
The button is enabled to camp on the call ......................................................................... 6 - 15
Call Transfer between External and Internal Calls............................................................... 6 - 17
Selecting Toggle option from the drop down menu .......................................................... 6 - 20
Number is shown under the Active Calls area .................................................................... 6 - 22
Speed Dial................................................................................................................................ 6 - 23
Enter contact information ...................................................................................................... 6 - 25
Add contact information and absent message ................................................................. 6 - 27
Paging group Window............................................................................................................ 6 - 29
Paging Individual (Park/Page) Window ............................................................................... 6 - 30
Message Response: Take Call ............................................................................................... 6 - 31
Message Response: Queue Call ........................................................................................... 6 - 31
Message Response: Voice Mail............................................................................................. 6 - 31
Paging Invidual Window......................................................................................................... 6 - 32
Message Response: Take call ................................................................................................ 6 - 33
Message Response: Queue call ............................................................................................ 6 - 33
Message Response: Voice Mail............................................................................................. 6 - 33
Internal Page: Group selection ............................................................................................. 6 - 34
Paging Group Window ........................................................................................................... 6 - 35
Paging Group (Park/Page) window ..................................................................................... 6 - 36
Message Response: Take Call ............................................................................................... 6 - 36
Message Response: Queue Call ........................................................................................... 6 - 37
Message Response: Voice Mail............................................................................................. 6 - 37
Internal Page: Page Group.................................................................................................... 6 - 38
Paging Group Window ........................................................................................................... 6 - 38
Message Response: Take Call ............................................................................................... 6 - 39
Message Response: Queue Call ........................................................................................... 6 - 39
Message Response: Voice Mail............................................................................................. 6 - 39
Status Window ......................................................................................................................... 6 - 40
Send SMS selection from the mouse menu.......................................................................... 6 - 41
Send SMS Message box.......................................................................................................... 6 - 42
Sample SMS delivery error message. .................................................................................... 6 - 43
Summary of Consolidated Presence Status......................................................................... 6 - 44
Presence Status Pop up.......................................................................................................... 6 - 46
Viewing Presence Status Details............................................................................................ 6 - 46
Arc Presence Status Details.................................................................................................... 6 - 47
Editing Presence Status Details .............................................................................................. 6 - 48
Example Status settings within Microsoft Office Communicator ....................................... 6 - 49
Microsoft Presence displayed................................................................................................ 6 - 49
Send Instant message............................................................................................................. 6 - 50
CUPs Presence displayed....................................................................................................... 6 - 50
CUPS - Pop up information..................................................................................................... 6 - 51
Summary of Consolidated Presence Status......................................................................... 6 - 52
Call Forwarding - Selecting Status > Device features ......................................................... 6 - 53
Call Forwarding - Status > Device features .......................................................................... 6 - 53
Reverted Call ........................................................................................................................... 6 - 54
Right-click Menu for Retrieved Calls ..................................................................................... 6 - 55
Information box - Connect to alternative server................................................................... 9 - 1
Information Box - Attempt to retry logon................................................................................ 9 - 1
Information box - Primary Server re-connect ......................................................................... 9 - 1
Appendix C: List of Tables
4-1
4-2
4-3
4-4
4-5
4-6
4-7
4-8
4-9
4 - 10
4 - 11
4 - 12
4 - 13
4 - 14
4 - 15
4 - 16
4 - 17
6-1
6-2
6-3
6-4
6-5
6-6
6-7
6-8
6-9
6 - 10
Label and Keyword Description ............................................................................................. 4 - 1
Additional Functions ................................................................................................................ 4 - 2
Colour Coded Keyboard ........................................................................................................ 4 - 3
Queue Icons - Enabled/Disabled........................................................................................... 4 - 5
Menu Bar ................................................................................................................................... 4 - 6
Tool Bar ...................................................................................................................................... 4 - 8
Queue Icons ............................................................................................................................. 4 - 9
Active Calls - Key Functions .................................................................................................. 4 - 10
Directories - Global Key Functions ....................................................................................... 4 - 11
Internal Directory - Function Key .......................................................................................... 4 - 12
Internal Directory - Icons ....................................................................................................... 4 - 13
External Directory - Function Key ......................................................................................... 4 - 14
External Directory - Icons....................................................................................................... 4 - 14
Calls In Progress - Descriptions .............................................................................................. 4 - 15
Calls In Progress - Key Functions ........................................................................................... 4 - 15
Call Parking Devices - Button Functions .............................................................................. 4 - 16
Speed Dial Icons .................................................................................................................... 4 - 16
Operator Console Icons .......................................................................................................... 6 - 1
Contact Notes - Icon Colours............................................................................................... 6 - 26
Paging Icons ........................................................................................................................... 6 - 28
keystrokes for transferring a call ........................................................................................... 6 - 45
Presence Status Icons ............................................................................................................ 6 - 45
Presence Status details - description ................................................................................... 6 - 47
Presence Status Icons ............................................................................................................ 6 - 49
CUPs Presence Status Icons .................................................................................................. 6 - 50
keystrokes for transferring a call ........................................................................................... 6 - 53
Call Control Icons................................................................................................................... 6 - 55
Arc Enterprise Console Operator Attendant - User Guide
C-1
C-2
Index
A
About the Application .............................. 1 - 1
Accessibility ............................................... 1 - 1
Add a Contact ....................................... 4 - 17
Add a Speed Dial ................................... 4 - 21
alternate server ......................................... 9 - 1
Answering Calls
External ............................................... 6 - 2
Answering calls
Internal ................................................ 6 - 2
Automatic Muting ................................... 6 - 10
B
backup ..................................................... 9 - 1
Blind Transferring ....................................... 5 - 4
Busy Lamp Devices ................................. 5 - 10
C
Calendar ................................................. 4 - 23
Call Colours ............................................... 5 - 8
call park .................................................... 5 - 5
Call Transfers ............................................. 5 - 3
Calls In Progress ......................................... 6 - 7
Client Matter Code ................................. 6 - 19
CMC ........................................................ 6 - 19
colour coded ............................................ 4 - 3
Console Operator
All Queues ........................................... 5 - 7
Alternate Server ................................ 5 - 18
Display ................................................. 5 - 9
External Directory .............................. 5 - 12
General ............................................... 5 - 1
Internal Directory ............................... 5 - 10
Primary Server .................................... 5 - 17
Secondary Sort .................................. 5 - 15
Tones ................................................... 5 - 6
Console Operators
Field Headers .................................... 5 - 14
Contact Properties
Absent Message ............................... 6 - 26
Contact Absent Message ................. 6 - 27
Email Contact ................................... 6 - 25
Use Number ...................................... 6 - 26
D
Direct Database Searching .................... 4 - 18
Display ....................................................... 5 - 9
E
Email ........................................................ 6 - 21
Emergency Mode ................................... 6 - 10
External Directory .........................4 - 13, 5 - 12
F
FAC ......................................................... 6 - 19
Filter Search ............................................. 5 - 16
Finding Contcts ....................................... 4 - 18
Forced Authorization Codes ................... 6 - 19
G
General ..................................................... 5 - 1
Auto Dial ............................................. 5 - 2
Arc Enterprise Console Operator Attendant - User Guide
External Access ................................... 5
Getting Started ......................................... 4
Interface ............................................. 4
Going Unavailable .................................... 4
H
Handling Page Responses ...................... 6
Handling Timed out Page Requests ........ 6
I
-2
-1
-5
-4
- 39
- 40
Icons
Call Control ....................................... 6 - 55
Call Parking ....................................... 4 - 16
Contact Notes .................................. 6 - 26
External Directory .............................. 4 - 14
Internal Directory .............................. 4 - 13
Paging .............................................. 6 - 28
Presence Status ......... 6 - 45, 6 - 49, 6 - 50
Queue ................................................. 4 - 9
Tool Bar ............................................... 4 - 8
Initialise Console ....................................... 5 - 1
Interface
Active Calls ....................................... 4 - 10
All Queues ......................................... 4 - 10
Call Park ............................................ 4 - 15
Calls In Progress ................................ 4 - 15
External Directory .............................. 4 - 13
Menu Bar ............................................ 4 - 6
Queues ............................................... 4 - 9
Speed dial ........................................ 4 - 16
Tool Bar ............................................... 4 - 8
Interfaces
Internal Directory .............................. 4 - 12
Internal Directory .................................... 4 - 12
Search Based On .............................. 5 - 11
J
JAWS
L
......................................................... 1 - 1
Lateral Search ......................................... 4 - 19
Lateral Searching .................................... 4 - 18
loggin Out ................................................. 4 - 4
Logging In ................................................. 4 - 3
M
Manual Muting ......................................... 6
Mute ......................................................... 5
Muting Calls .............................................. 6
O
-9
-5
-8
Operator Console Icon ............................. 6 - 1
Outlook ................................................... 4 - 23
P
Page Request ......................................... 6 - 29
Page Request and Call to a Group ........ 6 - 35
Page Request to a Group ...................... 6 - 34
Page Request with Call .......................... 6 - 30
Page Request with Call Park ................... 6 - 31
Page Request with Call Park to a Group 6 - 37
Paging .................................................... 6 - 28
Parking .................................................... 4 - 15
Index - 1
personal call park ..................................... 5 - 5
Personal Call Parking ............................... 6 - 13
Phonetic Searching ................................. 4 - 18
Phonetic searching ................................. 4 - 18
Presence Status ....................................... 6 - 45
R
Reclaiming a Page Request ................... 6 - 40
Re-establishing a call, ............................... 5 - 4
Reverted Call Control ............................. 6 - 54
Routing Tag ............................................. 5 - 10
S
Salutation .................................................. 6 - 3
screen reading software ........................... 1 - 1
Search Contacts ..................................... 4 - 19
Serial Calling ............................................ 6 - 56
Server Failover ........................................... 9 - 1
Short Message Service ............................ 6 - 41
SMS .......................................................... 6 - 41
T
Timeout Conditions ................................. 5 - 10
Transfer Call
Blind External ..................................... 6 - 17
Blind Internal ...................................... 6 - 17
Consult - External ............................... 6 - 18
Consult - Internal ............................... 6 - 18
Consult External ................................. 6 - 20
U
Unavailable ..................................... 4 - 4, 5 - 7
Usaing Console
Retrieving Parked Call ....................... 6 - 12
Using Console ............................................ 6 - 1
Answering Call .................................... 6 - 2
Call Forwarding ................................. 6 - 53
Call Parking ....................................... 6 - 11
Camp on calls ................................... 6 - 15
Clearing Calls .................................... 6 - 24
Conference Call ............................... 6 - 15
Contact Properties ............................ 6 - 25
Hold call .............................................. 6 - 4
Hold Call with Notes ............................ 6 - 6
Making Calls ...................................... 6 - 21
Recording Calls ................................. 6 - 24
Retrieving Held Calls ........................... 6 - 7
Retrieving Parked Call ....................... 6 - 14
Speed Dials ....................................... 6 - 23
Transfer Call ....................................... 6 - 16
V
Viewing Status Details ............................. 6 - 46
Voicemail Prefix ......................................... 5 - 3
Index - 2