Pointspan Assistant Installation and User Guide

Pointspan Assistant Installation and User Guide
Proprietary and Contents Section
ii
Aastra – 2822-001
Proprietary and Contents Section
1st Edition (February 10, 2009)
© Copyright 2009 Aastra. All rights reserved.
Information in this manual may change with product revisions. Aastra may add features
or enhancements to the product(s) and/or program(s) described in this manual at any
time.
Technical Publications freezes the information in this manual based on the specified
software and hardware releases. Publications writers incorporate such changes into newly
released publication editions. Publications writers will incorporate any modifications
provided to them after the publication release date into the next scheduled release of
the publication.
Aastra furnishes the application described in this manual under a license agreement and
customers may use or copy information in the manuals only in accordance with the terms
of the agreement.
Contact Information
Address any reader comments to:
Aastra
Technical Publications Manager
2811 Internet Boulevard
Frisco, TX 75034-1851
You may also send email to techpubs@aastrausa.com
What to Expect when Contacting Company
Technical Publications will email responses to customers within seven business days of
the contact. Note that product support is not available through this email address. For
product support, contact the Customer Service Center (CSC) at 1-800-729-1872. Aastra
may use or distribute review comments and information without incurring obligation.
Trademarks and Acknowledgements
Pointspan® and Centergy Reporting® are registered trademarks of Aastra USA Inc.
This publication identifies all other products or services mentioned herein by the
trademarks, service marks, or product names designated by the companies that market
those products. The companies producing these trademarks and registered trademarks
control ownership of them. Make all inquiries concerning such trademarks directly to
those companies.
Revision History
The following represents the revision history of this publication:
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Proprietary and Contents Section
iv
Revision
Number
Date
Completed
Point of Contact
Description
2822-001
04.2009
Bev Marsh
Description and procedures for
installing and using the
Pointspan Assistant.
Aastra – 2822-001
Proprietary and Contents Section
Table of Contents
1st Edition (February 10, 2009) ..................................................................................iii
Contact Information ....................................................................................................iii
What to Expect when Contacting Company ...............................................................iii
Trademarks and Acknowledgements ..........................................................................iii
Revision History..........................................................................................................iii
About This Publication .......................................................................................................... ix
Overview ..................................................................................................................... ix
Audience...................................................................................................................... ix
Organization ................................................................................................................ ix
References ................................................................................................................... ix
Chapter 1 Introduction ........................................................................................................... 1
Overview............................................................................................................................. 1
Purchasable Feature...................................................................................................... 1
SPAR Parameters................................................................................................... 1
Remote Agents ............................................................................................................. 1
Pointspan Assistant Functions...................................................................................... 1
Pointspan Assistant Configuration Levels.................................................................... 2
Chapter 2 Pointspan Database ............................................................................................... 3
Agent Softphone ................................................................................................................. 3
Build the ACD Agent Softphone.................................................................................. 3
BTNS ..................................................................................................................... 3
AGID ..................................................................................................................... 5
LINE ...................................................................................................................... 5
FONE..................................................................................................................... 6
Chapter 3 Install the Pointspan Assistant Server Software ................................................ 9
Install the Pointspan Assistant Server Software ................................................................. 9
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Proprietary and Contents Section
Verify the Pointspan Assistant Subdirectory.............................................................. 12
Chapter 4 Optional System-wide Customization ............................................................... 15
Overview........................................................................................................................... 15
AastraToolbar.cfg....................................................................................................... 15
Settings ................................................................................................................ 15
The Default AastraToolbar.cfg ............................................................................ 15
How to Choose New Settings..................................................................................... 16
User Level Configuration........................................................................................... 18
Chapter 5 Install the Pointspan Assistant Client Software ............................................... 19
Install the Pointspan Assistant on the Client PC............................................................... 19
Install the .NET Framework Software........................................................................ 19
Install the Pointspan Assistant.................................................................................... 23
Configuration Options ......................................................................................... 24
Chapter 6 Customize the Pointspan Assistant .................................................................... 27
Overview .................................................................................................................... 27
Display Options ................................................................................................... 27
Display Options.......................................................................................................... 28
Chapter 7 Use the Pointspan Assistant................................................................................ 31
Agent Sign On/Off............................................................................................................ 31
Sign On State.............................................................................................................. 31
Sign On....................................................................................................................... 31
Sign Off ...................................................................................................................... 32
Wrap/Work ....................................................................................................................... 33
Wrap ........................................................................................................................... 33
Cancel Wrap-up.......................................................................................................... 33
Work ................................................................................................................................. 34
Timed Work ............................................................................................................... 34
Unavailable ....................................................................................................................... 35
Unavailable Options ................................................................................................... 35
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Supervisor Alert................................................................................................................ 36
Message Recall ................................................................................................................. 37
View Messages........................................................................................................... 38
Transact............................................................................................................................. 38
Agent Statistics ................................................................................................................. 40
Use the Agent Statistics Button.................................................................................. 41
Queue Depth ..................................................................................................................... 41
Call Park..................................................................................................................... 42
Do Not Disturb.................................................................................................................. 43
Index ...................................................................................................................................... 45
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Pointspan Assistant Installation and User Guide
About This Publication
Overview
This publication describes the Pointspan Assistant
Audience
This publication is intended for both administrators and users of the Pointspan Assistant.
Organization
This publication contains the following chapters.
Chapter, Topic
Description
Chapter 1, Introduction
Describes the Pointspan Assistant
Chapter 2, Pointspan Database
Describes the Pointspan database required.
Chapter 3, Install the Pointspan
Assistant Server Software
Procedures for installing the Pointspan Assistant
server software.
Chapter 4, Optional System-wide
Customization
Procedures for customization of the Assistant at
a system-wide level.
Chapter 5, Install the Pointspan
Assistant Client Software
Procedures for installing the Pointspan Assistant
client software.
Chapter 6, Customize the Pointspan
Assistant
Procedures for customizing the Pointspan
Assistant on the desktop.
Chapter 7, Use the Pointspan Assistant
Procedure for using the Pointspan Assistant.
References
The following publications provide related information.
Aastra – 2822-001
Publication Number
Title
Description
2808-nnn
Pointspan 5.3 Features and
Enhancements
Pointspan 5.3 Features and
Enhancements
2755-nnn
SPN Database
Procedures for installing SIP
phones and SPN database.
ix
About This Publication
x
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Pointspan Assistant Installation and User Guide
Chapter 1
Introduction
Overview
The Pointspan Assistant is a Windows-based application that allows control of Pointspan
features and functions in conjunction with an SPN-based softphone. The Assistant
functions in the same way as the Aastra SIP phones.
The Pointspan Assistant is a separate application from the softphone. It provides the user
with functions that are not provided by the softphone functionality, such as ACD agent
functions, Call Park, and Do Not Disturb.
The figure below of the Pointspan Assistant shows the installed softphone in an “Offline”
state. The button is shows a different color that is equivalent to the Sign On/Off key lamp
turned on.
Figure 1. The Pointspan Assistant
Purchasable Feature
The Pointspan Assistant is a purchasable feature requiring a license for the SIP softphone
plus an additional license for the Assistant itself. These licenses are activated by the
Aastra Customer Support Center (CSC) after purchase. These licenses are tracked by
Pointspan under SPAR System Parameters (SIP and TBR) via the Man/Machine console.
SPAR Parameters
MRG...# MULTI-RING NBRS IN USE/LICENSED..00002/00100
SIP...# SIP DEVICES IN USE/LICENSED......00032/00256
TBR...# SIP TOOLBARS IN USE/LICENSED.....00002/00256
BLF...SIP BLF RESOURCES IN USE/EQUIPPED..00007/05000
SNL...# SNMP MANAGER PORTS LICENSED......4
Remote Agents
The Assistant does not operate behind devices using Network Address Translation
(NAT). Remote agents must use a VPN connection to access the local corporate network
where the SPN operates in order for the Assistant to function properly.
Pointspan Assistant Functions
The Pointspan Assistant provides the same functionality that is available on SPN SIP
phones. The Assistant controls the following functions and requires knowledge of the
functions of the ACD agent phone.
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Chapter 1, Introduction

Agent Sign On/Off

Work/Wrap

Unavailable

Agent Statistics

Queue Depth

Centergy Reporting® OAI functions:
–
Transact
–
Supervisor Alert
–
Message Recall

Do Not Disturb (if allowed and the agent is not online)

Call Park
The softphone does not reflect the ACD states.
Pointspan Assistant Configuration Levels
The Pointspan Assistant is configured at three separate levels:

Administrator – Using the Pointspan database.

Administrator – Using the Configuration files.

User – After installation, using the Assistant’s configuration menus.
The Assistant reads the three configuration files from the configuration server (TFTP or
FTP) in the following order:
1. AastraToolbar.cfg – The configuration file containing settings specific to the
Pointspan Assistant. This configuration file is in the same format as the standard
configuration file, but contains different tags. It resides on the configuration server.
2. aastra.cfg – The global SIP phone configuration file on the configuration server.
3. <portnumber>.cfg – The configuration file for the softphone phone generated from
the Man/Machine FONE command. It resides on the configuration server.
If any setting is in multiple files, only the entry in the last file read will go into effect.
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Chapter 2
Pointspan Database
Agent Softphone
The Pointspan Assistant allows control of Pointspan features and functions in conjunction
with an SPN based softphone. The Assistant functions in the same way as the Aastra SIP
phones.
Currently Aastra supports two different softphones from Counterpath that operate with
the Pointspan Assistant and the PointSpan SPN. One is the Counterpath X-Lite phone
which is a limited-function softphone and a free download from the Counterpath website.
The other is the Counterpath Bria Pro phone which is licensed through Aastra and
provides a more streamlined interface with better call and contact management features.
Build the ACD Agent Softphone
The following Pointspan database is required for the ACD softphone.

BTNS Command – Build a generic SIP button template.

AGID Command – Build the ACD agent ID.

LINE Command – Build the ACD line.

FONE Command – Build the phone.
BTNS
The Assistant feature buttons are assigned as softkeys (SKEYs) in the generic SIP
template.
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Chapter 2, Pointspan Database
SELECT COMMAND => btns
SELECT MODE: PRINT, DISPLAY, UPDATE, SEARCH, TITLES => u
SELECT MODE: C-Create; M-Modify or D-Delete.. => c
SPECIFY TEMPLATE NUMBER:..................... => 68
TEMPLATE TYPE: N=NORMAL; B=BRI; S=SIP.......N =>
ENTER TITLE:.....____________________________________________ =>
SIP PHONE TYPE: OR ?......................... => ?
GNRX......GENERIC SIP - EXTENDED LINES
480.......AASTRA 480i
480C......AASTRA 480i CT
6731......AASTRA 6731i
6753......AASTRA 6753i
6755......AASTRA 6755i
6755S.....AASTRA 6755i M670i
6755L.....AASTRA 6755i M675i
6757......AASTRA 6757i
6757C.....AASTRA 6757i CT
6757S.....AASTRA 6757i M670i
6757L.....AASTRA 6757i M675i
6757CS....AASTRA 6757i CT M670i
6757CL....AASTRA 6757i CT M675i
9133......AASTRA 9133i
9143......AASTRA 9143i (A33i)
9480......AASTRA 9480i (A35i)
9480C.....AASTRA 9480i CT (A35i CT)
SIP PHONE TYPE: OR ?.........................
**
** LINE/CALL APPEARANCE ASSOCIATIONS
L1 TYPE: S=Sel.............................S
L2 TYPE: S=Sel; U=Unas; Appear or ?.....UNAS
.
.
SKY-1
TYPE: U=Unas; Lx; Feature or ?...UNAS
AGUN..Agent Unavailable
CREC..Call Record
OAI1..OAI Feature 1
OAI3..OAI Feature 3
OAI5..OAI Feature 5
OAI7..OAI Feature 7
OFFL..Agent Sign-on
QUEU..ACD - Queue Depth
SKY-1
SKY-2
SKY-3
SKY-4
SKY-5
SKY-6
SKY-7
SKY-8
SKY-9
SKY-10
SKY-11
.
.
SKY-20
TYPE:
TYPE:
TYPE:
TYPE:
TYPE:
TYPE:
TYPE:
TYPE:
TYPE:
TYPE:
TYPE:
U=Unas;
U=Unas;
U=Unas;
U=Unas;
U=Unas;
U=Unas;
U=Unas;
U=Unas;
U=Unas;
U=Unas;
U=Unas;
Lx;
Lx;
Lx;
Lx;
Lx;
Lx;
Lx;
Lx;
Lx;
Lx;
Lx;
Feature
Feature
Feature
Feature
Feature
Feature
Feature
Feature
Feature
Feature
Feature
=>
=>
=>
=> ?
ASTS..ACD - Agent Statistics
DNDB..Do Not Disturb
OAI2..OAI Feature 2
OAI4..OAI Feature 4
OAI6..OAI Feature 6
OAI8..OAI Feature 8
PARK..Call Park
WRAP..Agent Work/Wrap
or
or
or
or
or
or
or
or
or
or
or
?...UNAS
?...UNAS
?...UNAS
?...UNAS
?...UNAS
?...UNAS
?...UNAS
?...UNAS
?...UNAS
?...UNAS
?...UNAS
Line and Call Appearance for the
softphone associated with the
Pointspan Assistant.
These features can be assigned
to any of the Pointspan
Assistant toolbar buttons.
=>
=>
=>
=>
=>
=>
=>
=>
=>
=>
=>
TYPE: U=Unas; Lx; Feature or ?...UNAS =>
*** VERIFY/DISPLAY ***
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AGID
Create the agent ID that will be used for the line. To create the AGID you will need to
know what ACD pilot to assign the ACD softphone agent.
** AGENT IDENTIFICATION DEFINITION
10/29/08 14:01:34
AID...AGENT IDENTIFICATION...............3299
UGP...USER GROUP.........................1
***...CALL CENTER NUMBER.................1
***...AGENT STATUS.......................IDLE
***...CURRENT VOICE LINE.................3299 /1
PLT...HOME ACD PILOT DIRECTORY NUMBER....6100
PSW...AGENT PASSWORD.....................NONE
AVL...ASSOCIATED VOICE LINE DIRECTORY....3299
NME...AGENT NAME.........................
WUP...WRAP-UP ALLOWED....................YES
AIP...AGENT IDLE QUEUE PRIORITY..........0
DAS...DYNAMIC AGENT SIGNON...............NOT ALLOWED
RAG...ROAMING AGENT......................NO
Team Membership:
NONE
LINE
Build the ACD line using the LINE command. The line is a normal ACD line.
** VOICE LINE DEFINITION
10/29/08
13:58:03
DRN...DIRECTORY NUMBER...................3299
UGP...USER GROUP NUMBER..................1
COS...CLASS OF SERVICE...................1
CPG...CALL PICKUP GROUP NUMBER...........NONE
HNC...HOME NNP NUMBER....................525
AAL...ACD AGENT LINE.....................YES
ACD...HOME ACD PILOT NUMBER..............6100
/1
***...CURRENT ACD PILOT................. 6100
/1
WUP...WRAP-UP ALLOWED....................YES
AIP...AGENT IDLE QUEUE PRIORITY..........1
ASO...AGENT AUTO-SIGNON..................3299
HUN...HUNT PILOT NUMBER..................NONE
***...ANONYMOUS CALLER REJECTION.........OFF
OAM...OAI ASSOCIATED MEMBER..............YES
APR...AUTOMATIC PRIVACY RELEASE..........NO
CAD...100 NUM ABBREVIATED DIALING........NO
DIA...STATION DIAGNOSTIC ALLOWED.........NO
UDO...DIRN NAME/NUMBER DISPLAY OPTION....BOTH NUMBER & NAME
ALLOWED
FIE...CALL FORWARD - INTERNAL/EXTERNAL...NO
CFN...CALL FORWARD - NO ANSWER...........INACTIVE
CFB...CALL FORWARD - BUSY................DELAYED
......BUSY DIRECTORY NUMBER..............6205
CFA...CALL FORWARD - ALL.................INACTIVE
HOT...HOT LINE DIRECTORY NUMBER..........INACTIVE
OHA...OFFHOOK ALERT DESTINATION NUMBER...INACTIVE
TOD...TIME OF DAY RESTRICTIONS...........NO
VID...InteMail ID FOR VOICE LINE.........NONE
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Chapter 2, Pointspan Database
PIN...PERSONAL IDENTIFICATION NUMBER.....NONE
CNC...NATIONAL CALLING PARTY # CONTENTS..USER GROUP
CNI...USER GROUP CALLING PARTY #.........2 = 469-365-3000
INN...INSIDE CALL, NAME/NUMBER FIRST....NAME
ONN...OUTSIDE CALL, NAME/NUMBER FIRST....NUMBER
STATION
TYPE BUTTON
RING OPTION
011.1.02.16 GNRC
DISP AGENT-ACD
LN1
RING
InteMail-MSG
OAI1 OAI2 OAI3
OAI4
BLF APPEARENCES (Station & Key):
END OF DISPLAY
FONE
Build the generic port using the FONE command. Enable the new ACD “toolbar” option
TBR. This creates a <portnumber>.cfg configuration file for the Assistant that is sent to
the TFTP server. This configuration file is used when setting up the Assistant
configuration.
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Pointspan Assistant Installation and User Guide
Chapter 3
Install the Pointspan Assistant Server
Software
Install the Pointspan Assistant Server Software
The Pointspan Assistant is designed to be installed from a webpage link supplied to the
agent. The site administrator installs the server software which sets up the internal
webpage using a Windows server running Internet Information Services (IIS). The
recommended configuration is to use the SPN XML server where IIS is already installed
and is ready to install the Assistant setup software.
End users PCs that use the Pointspan Assistant and a softphone will be required to have
access to the SPN’s corporate network interface either by VLAN and/or IP routing.
1. Log into a server account with administrator privileges.
2. Verify the IIS is installed and running on the server. (Click Start >Administrative
Tools > Internet Information Services (IIS).)
3. Go to the PointspanAssistant 1.0.1.nn Install directory.
4. Run “setup.exe”. The following window displays.
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Chapter 3, Install the Pointspan Assistant Server Software
5. Click Next. The License Agreement window displays.
6. Accept the terms of the license.
7. Click Next. The Choose Destination Location window displays.
8. Decide where you would like the installed file to reside on the server.
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Pointspan Assistant Installation and User Guide
9. If the server is an SPN XML server with a D drive, change the drive to D: by clicking
the “Change” button. The Choose Folder dialog box displays.
10. Choose D:\Program Files\Aastra\PointspanAssistant as the path.
11. Click OK. The Ready to Install the Program window displays.
12. Click Install. When the installation is complete, the InstallShield Wizard Complete
window displays.
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Chapter 3, Install the Pointspan Assistant Server Software
Verify the Pointspan Assistant Subdirectory
1. Click Start=>Administrative Tools=> Internet Information Services (IIS).
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Pointspan Assistant Installation and User Guide
2. In the IIS window, look for the “PointspanAssistant” subdirectory under the “Default
Web Site” as shown below.
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Chapter 3, Install the Pointspan Assistant Server Software
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Pointspan Assistant Installation and User Guide
Chapter 4
Optional System-wide Customization
Overview
The Pointspan Assistant can be customized system-wide using the configuration (.cfg)
files on the configuration server (TFTP or FTP). You can change the colors and use a
company logo as in the example below.
AastraToolbar.cfg
Settings
The Pointspan Assistant settings go into the AastraToolbar.cfg file, but can also be placed
in the Aastra.cfg or <portnumber>.cfg. These files reside in TFTProot.
The Default AastraToolbar.cfg
The following is the default configuration file.
Default AastraToolbar.cfg
###
# AastraToolbar.cfg - dated 10/23/2008
#
# NOTE 1: Color properties are defined by the .Net Color structure at:
# http://msdn.microsoft.com/en-us/library/
#
system.drawing.color_properties(VS.80).aspx
#
# NOTE 2: Key definitions are defined by the .Net framework at:
# http://msdn.microsoft.com/en-us/library/
#
system.windows.forms.keys.aspx
#
# NOTE 3: Hotkeys are globally assigned. If hotkeys are to be used
# then softkey<n> should be the same feature for all toolbar button templates.
###
# BACKGROUND COLOR
# Default: Black
toolbar color background:
# BORDER COLOR
# Default: DarkGray/Gray
toolbar color bezel outside:
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Chapter 4, Optional System-wide Customization
Default AastraToolbar.cfg
toolbar color bezel inside:
# BUTTON BACKGROUND COLOR
# Default: Gainsboro/Gold/SeaGreen/SkyBlue
toolbar color button off:
toolbar color button on:
toolbar color button slowflash:
toolbar color button fastflash:
# BUTTON FOREGROUND (text) COLOR
# Default: Black/Black/Black/Black
toolbar color buttontext off:
toolbar color buttontext on:
toolbar color buttontext slowflash:
toolbar color buttontext fastflash:
# VALIDATION CONTROL
# Options:
# never = validation not performed.
# always = every time the toolbar starts.
# init = first time the toolbar starts after a MAC/Device ID change.
# Default: init
toolbar validate password:
# CUSTOM ICON FILENAME
# Default: internal Aastra Icon
#toolbar custom icon:
# GLOBAL HOTKEY CONTROL
# Options:
# on = hotkeys take effect even if the toolbar is in or out of focus.
# off = hotkey only takes effect when the toolbar is in focus.|
# Default: on
toolbar global hotkey:
# HOTKEY DEFINITION
# Range for <n>: 1-20. See NOTE 3 above.
# Options:
# hotkey = key label (e.g. F1, A, etc). See NOTE 2 above.
##toolbar softkey<n> hotkey:
# HOTKEY MODIFIER DEFINITION
# Range for <n>: 1-20. See NOTE 3 above.
# Options:
# hotkeymodifier = optional combination of Control, Shift, Alt,
#
and Win separated by a ‘|’.
##toolbar softkey<n> hotkeymodifier:
How to Choose New Settings
The following table explains each setting in the AastraToolbar.cfg configuration file.
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Settings Descriptions
All color properties can use colors from the .Net Color structure defined here –
http://msdn.microsoft.com/en-us/library/system.drawing.color_properties(VS.80).aspx
BACKGROUND COLOR:
toolbar color background: <Color Name>
This is the background color for the form.
BORDER COLOR:
toolbar color bezel outside: <Color Name>
toolbar color bezel outside: <Color Name>
These are the two border colors. Depending on the choices the border can be made to look
3D or flat.
BUTTON BACKGROUND COLOR:
toolbar color button off: <Color Name>
toolbar color button on: <Color Name>
toolbar color button slowflash: <Color Name>
toolbar color button fastflash: <Color Name>
These are the background colors for the buttons (softkeys) for each ‘LED’ state sent by
Pointspan.
BUTTON FOREGROUND (text) COLOR:
toolbar color buttontext off: <Color Name>
toolbar color buttontext on: <Color Name>
toolbar color buttontext slowflash: <Color Name>
toolbar color buttontext fastflash: <Color Name>
These are the text (foreground) colors for the buttons (softkeys) for each ‘LED’ state sent
by Pointspan.
VALIDATION CONTROL:
toolbar validate password: <init, always or never>
This will cause the user to have to put in the sip line password from the <portnumber>.cfg
file to validate the use of the toolbar. If the validate is set to never, no validation is done. If
set to always, the validation is done every time the toolbar starts. If validate is set to init, the
user will be asked the first time the toolbar start after the user changes the MAC/Device ID.
CUSTOM ICON FILENAME:
toolbar custom icon: <icon file>
This is a graphic file on the configuration server that is displayed on the toolbar. It allows a
company to put their logo on the toolbar. The file should be a 40x40 pixel graphic file. It is
recommended that the file be of type .ico (windows icon) or .png since both of these will
allow transparent areas to allow for better blending into the background.
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Chapter 4, Optional System-wide Customization
Settings Descriptions
GLOBAL HOTKEY CONTROL:
toolbar global hotkey: <on or off>
This setting allows the administrator to turn off the global hotkeys. If this is set to on, the
hotkeys will take effect even if the toolbar is out of focus, but it will also take that hotkey
combination away from all other applications. For example if you used Control-C and a
hotkey combination, no application could use this for the standard copy function. If this is
set to off, then the toolbar must be in focus for the hotkey combination to work.
HOTKEY DEFINITION:
toolbar softkey <n> hotkey: <key number>
This is the key for the hotkey (e.g. F1, A, etc).
This should come from the Keys enumeration in the .net framework defined here:
http://msdn.microsoft.com/en-us/library/system.windows.forms.keys.aspx
This is case sensitive. It should be the same case and spelling as defined in the enumeration
above.
HOTKEY MODIFIER DEFINITION:
toolbar softkey <n> hotkeymodifier: <modifiers>
These can be any combination of Control, Shift, Alt, and Win separated by a ‘|’. If global
hotkeys are off, this should only be a single modifier and Win is not allowed.
For example if you wanted to have Control-Shift-F3, the hotkey would be set to F3 and the
modifier would be set to Control | Shift.
User Level Configuration
See the following for configuration at the user level:
18

Configuration Settings

Customize the Pointspan Assistant
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Pointspan Assistant Installation and User Guide
Chapter 5
Install the Pointspan Assistant Client
Software
Install the Pointspan Assistant on the Client PC
1. Open a web browser window to the server using the URL provided by the system
administrator:
http://<ip address or DNS name of server>/pointspanassistant/index.htm
The following screen displays if your PC does not have the .NET Framework software
installed.
Install the .NET Framework Software
2. Click Install .NET Framework 3.5 SP1 and the following window displays:
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Chapter 5, Install the Pointspan Assistant Client Software
3. Click Run and the following window displays:
4. Click Run and wait for Setup to load the installation components. The Welcome to
Setup window displays.
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Pointspan Assistant Installation and User Guide
5. Accept the terms of the License Agreement.
6. Click Install.
7. Wait for the download process to complete. The Download and Install Progress
screen displays.
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Chapter 5, Install the Pointspan Assistant Client Software
8. Wait for the install process to complete. The Setup Complete screen displays.
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Pointspan Assistant Installation and User Guide
9. Click Exit.
10. Close the Pointspan Assistant installation window.
Install the Pointspan Assistant
1. Open a web browser window to the server again using the same URL as before:
http://<ip address or DNS name of server>/pointspanassistant/index.htm
Since you have already installed the .NET Framework software, the following window
displays prompting you to install the Assistant.
2. Click Install Pointspan Assistant. The following window displays:
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Chapter 5, Install the Pointspan Assistant Client Software
4. Click Install. The installation completes very quickly. The Configure dialog box
displays.
Configuration Options
Figure 2. Configuration for TFTP Server
Figure 3. Configuration for FTP Server
5. Enter the configuration values provided by your system administrator.

24
TFTP Server:
–
Authentication Name - Your Pointspan port number.
–
Line number - Will always be 1.
–
Configuration Server type – TFTP.
–
Configuration Server IP address - The IP address of the TFTP server.
–
Line number - Will always be 1.
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Pointspan Assistant Installation and User Guide

FTP Server:
–
Authentication Name – Your Pointspan port number.
–
Line number - Will always be 1.
–
Configuration Server Type – FTP
–
Configuration Server IP Address – The IP address of the FTP server.
–
FTP Username
–
FTP Password
–
FTP Path
6. Click OK. The Pointspan Assistant displays in horizontal format.
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25
Chapter 5, Install the Pointspan Assistant Client Software
26
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Pointspan Assistant Installation and User Guide
Chapter 6
Customize the Pointspan Assistant
Overview
The following are the customization options for the Assistant on the desktop.
Display Options
You can display the Assistant horizontally or vertically. The vertical display is the
default.
Figure 4. Pointspan Assistant Horizontal
Figure 5. Pointspan Assistant Vertical
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27
Chapter 6, Customize the Pointspan Assistant
Display Options
Step
Action
Result
Always on Top option:
1.
If the Assistant is floating:
Right-click on the Assistant.
2.
Select Always on Top.
The Assistant will remain on top of all
screens.
Dock option:
28
1.
Right-click on the Assistant.
The following menu displays:
2.
Click on the screen location where you
want to dock the assistant.
The Assistant locks to that side of the
screen.
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Pointspan Assistant Installation and User Guide
Auto-Hide 0ption:
1.
If you are already docked to a side of
the screen:
Right-click on the Assistant.
The following menu displays, but now
includes the Auto-Hide and Float
options.
2.
Click on Auto-Hide.
The Assistant disappears.
3.
Move the mouse pointer to the side of
the screen where the Assistant was
docked.
The Assistant reappears.
4.
Move the mouse pointer away from
that location.
The Assistant disappears again.
Tooltray option:
1.
Right-click on the Assistant.
The following menu displays:
2.
Click on ToolTray.
The Assistant is minimized and the
Assistant icon is placed in the tool tray.
3.
To maximize the Assistant:
The Assistant reappears on your
desktop.
Click on the Assistant icon
tool tray.
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in the
29
Chapter 6, Customize the Pointspan Assistant
Configure option:
1.
Right-click on the Assistant.
The following menu displays:
2.
Click on Configure.
The Configuration dialog box displays:
Since you have already configured the
Assistant, all boxes are populated with
the correct information.
See Configuration Options.
About option:
30
1.
Right-click on the Assistant.
The following menu displays:
2.
Click on About.
The About Pointspan Assistant screen
displays:
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Pointspan Assistant Installation and User Guide
Chapter 7
Use the Pointspan Assistant
The Pointspan Assistant provides the same functionality that is available on SPN SIP
phones. The Assistant was designed to function exactly like the phones including the way
the agent signs on, Work/Wrap, unavailable states, Centergy Reporting® OAI functions
such as transact, supervisor alert and message recall, etc. Basic knowledge of how
Pointspan ACD works is required.
The following procedures assume that your Assistant displays the default color scheme.
The agent softphone must be opened before the Assistant or the options will not work.
Agent Sign On/Off
Sign On State
Your system administrator has chosen your phone state when you sign on. The following
table describes the various states.
State
Result
Active
You are able to take ACD calls
Agent Unavailable with an
optional Reason Code
You are unable to take ACD calls
Work
You are unable to take ACD calls
Hands-Free Auto-Answer On
You are able to take ACD calls in the hands-free mode
Hands-Free Auto-Answer Off
You are able to take ACD calls in normal mode.
Sign On
The OnOffline button color is Gold indicating you are offline.
Step
Action
Result
Automatic Sign On:
1.
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Bring up the Pointspan Assistant.
The On/Offline button is gold
indicating you are Offline.
31
Chapter 7, Use the Pointspan Assistant
Step
2.
Action
Result
Click the On/Offline button.


The On/Offline button turns gray.
You are signed on to the agent
group.

The Agent ID prompt window
displays.


The On/Offline button turns gray.
You are signed on to the agent
group.
Manual Sign On with Agent ID:
1.
Click the On/Offline button.
2.
Enter the Agent ID.
3.
Click Done.
Manual Sign On with Agent ID and Password:
1.
Click the On/Offline button.
The Agent ID prompt window
displays.
2.
Enter the Agent ID.
The Password prompt window
displays.
3.
Enter the Password.
4.
Click Done.


The On/Offline button turns gray.
You are signed on to the agent
group.
Sign Off
The OnOffline softkey enables you to sign off of the agent group. The OnOffline key
status lamp is OFF indicating you are online.
32

When you sign off, non-ACD calls can still be placed and received.

Activating Night Service automatically signs off all agents.
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Pointspan Assistant Installation and User Guide

Auto Answer may be set to be automatically deactivated when you sign off.
However, you can reactivate it to automatically answer non-ACD calls.

When you want to sign off of the ACD group, but there are still calls in queue, press
the OnOffline key before you finish your last ACD call. The current call is not
affected and you are signed off when the call is ended. Other agents will answer the
calls that are in queue.
Step
1.
Action
Result
Click the On/Offline button.

The button changes to gold.

You are signed off of the agent
group.
Wrap/Work
Wrap
The Wrap-up feature is an optional time period that automatically begins after each ACD
call. Wrap-up allows you to complete paperwork before taking a new ACD call. System
Administrators define the Wrap-up time settings.
Action
Result
ACD call ends

The Wrap/Work button turns green.

You are in Automatic Wrap-up.

The Wrap/Work button turns gray.

You are automatically available to take calls.

The Wrap/Work button turns green.

You are in Automatic Wrap-up until you manually
cancel.
Wrap-up timer expires
Wrap-up with no timer
Cancel Wrap-up
Step
1.
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Action
Result
Click the Wrap/Work button.

The Wrap/Work button turns gray.

You can now take ACD calls.
33
Chapter 7, Use the Pointspan Assistant
Work
The Work state is a time period activated manually by the agent, allowing for a more
flexible time between ACD calls for paperwork, filing, or other tasks for which the Wrapup time cannot be predicted. During this time, you are not available to receive ACD calls.

The Work state can be activated at any time except when in automatic Wrap-up.

If you click the Wrap/Work button while on an ACD call, the Work state will take
effect at the end of the call. If you wait until after the call is finished to press the
Work button, you could receive another ACD call before the Work state has taken
effect.
Step
Action
Result
Activate Work:
1.
Click the Wrap/Work button.

The Wrap/Work button turns
green.

You cannot receive ACD calls.

The Wrap/Work button turns gray.

You now receive ACD calls.
Deactivate Work:
1.
Click the Wrap/Work button again.
Timed Work
If the optional Work state timer (Time for Agent Work) is applied, the system can apply
one of the following agent states to the agent still remaining in Work when the timer
expires.


34
Agent Unavailable:
–
Reason Code Number for Agent Work state – The reason code for agents who
become unavailable after being in the Work state longer than the Time for Agent
Work parameter.
–
Time for Agent Unavailable - The maximum amount of time an agent can remain
in the Unavailable state, after being in the Work state longer than the Time for
Agent Work timer.
Agent Offline
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Pointspan Assistant Installation and User Guide
Unavailable
The Unavailable feature allows you to go into the Unavailable state where you cannot
take ACD calls.
Unavailable Reason Codes are defined by the system administrator.
This feature provides an alternative for going into the Work state or signing off of the
agent group. Pre-defined reason codes could represent "lunch", "break", etc. The reason
code is captured in the system database and is used in statistical reporting.
The Unavailable feature can be:

Activated manually by using the Un-avail button.

Set up by the administrator to activate at sign-on.

Set up by the administrator to activate if you have been in the Work state longer than
the “Time for Agent Work” timer.
Unavailable Options
The following are the Unavailable options:

Unavailable with no Reason Code.

Unavailable with optional Reason Code.

Unavailable with required Reason Code.

Agent Unavailable can optionally be timed and automatically canceled by the
system. See your supervisor or system administrator with any questions.
Step
Action
Result
Activate Unavailable:
1.
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Click the Un-avail button.
The reason code list displays.
35
Chapter 7, Use the Pointspan Assistant
Step
Action
Result
2.
Use
or
3.
Click Select.
to highlight the code.
The Un-avail button turns gold.
The verification dialog box displays:
4.
Click Done.
You are not available to take ACD
calls.
Deactivate Unavailable:
1.
Click the Un-avail button.

The Un-avail button turns gray.

You are now available to take
ACD calls.
Supervisor Alert
The Supervisor Alert feature:
36

Allows agents to send pre-programmed messages to the supervisor's call center
management screen (Centergy Reporting) using numeric codes provided by the
administrator.

Allows supervisors to send messages to the agents.
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Pointspan Assistant Installation and User Guide
Step
Action
Result
Agent to Supervisor Messages:
1.
Click the SupvsrAlrt button.
2.
Type the numeric message code.
The Supervisor Alert dialog box opens.
Alert Codes are provided by your
system administrator.
3.
Click Done to send the message code
and exit.
The alert is sent to the supervisor via
the messenger in Centergy Reporting.
Supervisor to Agent Messages:
1.
You receive a message from your
supervisor.
2.
Click Done.
Message Recall
The Message Recall feature allows you to view the Alert messages sent from your
supervisor, beginning with the most recent message. Each message includes the time,
date, and the message number. The maximum number of messages that can be stored per
agent is a system setting in Centergy Reporting. When the maximum is reached, a new
message overwrites the oldest message.
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37
Chapter 7, Use the Pointspan Assistant
View Messages
Step
1.
2.
Action
Result
Click the MsgRecall button.

The MsgRecall button turns gold,
then gray again.

The messages display in a window.
Press or
to scroll through the
display to review all messages.
Transact
The Transact feature provides a means to obtain common statistical information about
calls. System administrators set up the fields and codes based up the current
requirements.
Transact is used for reasons such as tracking types of calls for a specific product, or for
special campaigns such as a pay-per-view boxing event. The Transact feature is set up
separately for each call center.
Transact fields and codes can be deleted, rebuilt and used again for an entirely different
subject.
To use the feature, you must do the following:
38

Obtain the information from the customer.

Select codes based upon that information.

Depress the Transact button on the Assistant.

Enter the code number(s) using the keypad.

Transact Codes can be entered while talking to a caller or between calls.
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Pointspan Assistant Installation and User Guide

The caller does not hear the tones when the Transact codes are entered.
In the following example, a customer calls to renew his subscription to a monthly pet
magazine. The agent takes calls for magazines, books, and catalogs. The agent will enter
the code for the type of publication, then, enter the code for the specific publication for
that type.
The button label is defined by your system administrator and may be different on your
phone.
Step
Action
Result
1.
Click the Transact button.
The Transact screen displays.
2.
Enter the Transaction code.
3.
Click Done to send the code and exit.

The Transact code confirmation
window displays.
You must close this window before
you can use the Assistant buttons
again.
The code is successfully entered and
stored.
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39
Chapter 7, Use the Pointspan Assistant
Step
Action
Result
4.
If a field or code is defined, the text
will display. If a field or code is not
defined, the code number you entered
will display with question marks as in
the example below.
Agent Statistics
The Agent Statistics button enables the agent to view current individual agent statistics.
The following Agent Statistics display.
Screen Display
40
Description
Agent Name
Agent name
Online Dur.
Online Duration
AVL
Available
The percentage of time available to
receive calls
ACD
Automatic Call
Distribution
Percentage of time answering ACD
calls
WRP
Wrap-up
Percentage of time in Wrap-up state
HLD
Hold
Percentage of time in Hold state
WRK
Work
Percentage of time in Work state
INC
Incoming
Percentage of time on incoming
calls
OUT
Outgoing
Percentage of time on outgoing calls
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Pointspan Assistant Installation and User Guide
Screen Display
Description
INT
Internal
Percentage of time on internal calls
Total ACD calls
Total number of ACD calls
Avg ACD Dur
Average duration of ACD calls
#OUTG
Outgoing
Total number of outgoing calls
#INCM
Incoming
Total number of incoming calls
Use the Agent Statistics Button
Step
Action
Result
1.
Click the Agent Stat button.
The Agent Statistics window displays:
2.
Click Done to exit.
You must close this window before
you can use the Assistant buttons
again.
Queue Depth
The Queue Depth button enables agents and supervisors to display current queue
information. The following queue information displays.
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Acronym Displayed
Description
CIQ
Number of Calls In Queue
AOL
Number of Agents Online.
41
Chapter 7, Use the Pointspan Assistant
Step
Action
Result
1.
Click the Queue button.
The Queue information displays:
2.
Click Done to exit.
You must close this window before
you can use the Assistant buttons
again.
Call Park
The Call Park button allows you to temporarily place a call on hold for a pre-set time
limit. The call can be retrieved on any phone in the system. If the call if not retrieved
within the time limit, the call automatically reverts back to the extension that parked the
call.
Step
Action
Result
Park a Call:
1.
From a connected call:

Click the Call Park button on the
Assistant.
You hear the Park number and
then silence.

The call is parked and you can
place and receive calls.
To hear the number repeated,
immediately press the Call Park key
again
2.
42
Write down the Park number.
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Pointspan Assistant Installation and User Guide
Step
3.
Action
Result
Hang up the softphone.
Retrieve a Parked Call:
1.
From any phone on the system:

Hear dial tone.
Lift the handset.
Or

Press the Speaker key.
Or

2.
Click on the Offhook button
on your softphone.
Dial the Call Park number.

No ringing is heard.

You are immediately connected to
the calling party.
Do Not Disturb
The Do Not Disturb (DND) feature allows you to block incoming calls on your
softphone. When DND is activated, an incoming call does not ring at the softphone.
Depending upon your system configuration, the caller may hear a message to call back
later, or the call will forward directly to your pre-defined call forward busy destination,
usually your voicemail. The DND button on the Assistant toggles this feature on and off.
If the phone shares a line with other phones, only the phone where DND was set is
affected.
You can only use the DND button when you are Offline. If you use the DND button on
the softphone while online, you can’t answer the next ACD call that comes in. The
system marks you Offline, and re-queues the call.
Step
Action
Result
Activate Do Not Disturb:
1.
Click the DND button.
The DND button turns gold and the
feature is activated.
Deactivate Do Not Disturb:
1.
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Click the DND again.
The DND button turns gray and the
feature is deactivated.
43
Chapter 7, Use the Pointspan Assistant
44
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Pointspan Assistant Installation and User Guide
Index
.
F
.NET framework software ................................................19
fields and codes ................................................................ 38
FONE command................................................................. 6
FTP server ........................................................................ 25
A
aastratoolbar.cfg................................................................15
about option ......................................................................30
ACD
Agent Statistics ............................................................40
message recall ..............................................................37
Queue Depth ................................................................41
sign off .........................................................................32
sign on..........................................................................31
sueprvisor alert.............................................................36
Transact........................................................................38
unavailable ...................................................................35
work .............................................................................34
wrap-up ........................................................................33
agent ID ............................................................................32
agent softphone...................................................................3
Agent Statistics button ......................................................40
agent to supervisor message..............................................37
AGID command..................................................................5
alert ...................................................................................36
always on top option .........................................................28
auto answer .......................................................................31
auto-hide option ................................................................29
automatic sign on..............................................................31
available............................................................................40
average duration................................................................41
AVL..................................................................................40
B
BTNS command .................................................................3
C
call park ............................................................................42
Call Park button ................................................................42
color key definitions .........................................................15
color properties .................................................................15
configure option................................................................30
D
display options..................................................................27
do not disturb ....................................................................43
dock option .......................................................................28
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G
generic SIP template........................................................... 3
H
hands-free......................................................................... 31
HLD ................................................................................. 40
hold .................................................................................. 40
hotkeys ............................................................................. 15
I
INC................................................................................... 40
INCM ............................................................................... 41
incoming .................................................................... 40, 41
install .NET framework software ..................................... 19
install pointspan assistant ................................................. 23
install server software......................................................... 9
INT................................................................................... 41
internal ............................................................................. 41
L
LINE command.................................................................. 5
M
manual sign on ................................................................. 32
message recall .................................................................. 37
MsgRecall button ............................................................. 37
O
online duration ................................................................. 40
OnOffline button .............................................................. 31
OUT ................................................................................. 40
OUTG .............................................................................. 41
outgoing ..................................................................... 40, 41
Q
queue depth ...................................................................... 41
45
Chapter 7, Use the Pointspan Assistant
S
U
server software
install .............................................................................9
sign off..............................................................................32
sign on ..............................................................................31
supervisor alert .................................................................36
SupvsrAlrt button..............................................................37
Un-avail button................................................................. 35
unavailable ....................................................................... 35
unavilable reason code ..................................................... 35
T
TFTP server ......................................................................24
tooltray option...................................................................29
Total ACD ........................................................................41
Transact ............................................................................38
Transact button .................................................................39
transaction code ................................................................39
46
W
work ................................................................................. 40
Work
timed............................................................................ 34
Work button ..................................................................... 34
wrap.................................................................................. 40
Wrap/Work button ........................................................... 34
wrap-up ............................................................................ 33
cancel........................................................................... 33
wrap-up timer ................................................................... 33
WRK ................................................................................ 40
WRP................................................................................. 40
Aastra – 2822-001
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