NEC 4.2.2 OpenWorX Application Note
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Bulletin: AN4500-05-018a
Page: 1 of 76
APPLICATION NOTE
OpenWorX 4.2.2
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 2 of 78 Bulletin: AN4500-05-018a
Additions from the previous OWX Application Note are in red.
1.0 OpenWorX: Overview
OpenWorX is NEC’s suite of applications used with the Microsoft Windows
®
2000,
Windows
®
2003 server/workstation, and Windows XP platforms. Applications in this suite provide Computer Telephony Integration (CTI) for NEC’s NEAX
®
2400 systems, excluding RDS and HDS, NEAX
®
2000 IPS systems, and the SV7000 system. This is accomplished through NEC’s Open Application Interface (OAI) using a TCP/IP connection between the OpenWorX server and the PBX. Client side applications run via a
Personal Desktop Computer and others simply use a D
term®
telephone set. The following is a list of OpenWorX applications available under this release of OpenWorX.
•
Business Attendant System (BAS)
•
Attendant Statistics
•
Business Receptionist
•
Dialer
•
Location Status Indicator (LSI)
•
Message Reader (MR)
•
Short Text Messaging (STM) - Requires Wireless
•
Incoming Call Assistant (ICA)
•
Group Call Forward Control (GCFC)
•
TAPI Link
•
AIMWorX SPE
•
Nurse Call Integration
•
Personal Call Assistant (include Desktop and
I
NASET
®
)
•
Name Display
•
Communications Portal (CP)
•
Calendar Link
Devices
•
New OpenWorX systems are shipped with a USB security device.
•
Older Systems using a parallel port device also support a PCI parallel port card.
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 3 of 78
2.0 OpenWorX Application Environments (AE)
Bulletin: AN4500-05-018a
NEC’s OpenWorX platform uses an Application Environment model to determine which applications will run with others. The user MUST have an Application Environment in order to run any OpenWorX application. There are currently four Application
Environments, as described below.
2.1 Small Office Application Environment (SO AE) - BAS
The SO AE is designed to simplify ordering and for use on the NEAX
®
2000
IPS PBXs. Only the Business Attendant System 1 Attendant application is included. It is designed to run with one attendant the attendant’s client PC.
This PC becomes a client and a server. The Small Office AE will install
MSDE (Microsoft Data Engine) as the database.
2.2 Business Application Environment
All OpenWorX applications covered under this Application Note will run with the Business AE, although some of the application sizes will not be available.
The Business AE will install MSDE (Microsoft Data Engine) as the database and runs on the NEAX
®
2000, NEAX
®
2400, and the SV7000 family of
PBXs.
2.3 Enterprise Application Environment
Enterprise AE will allow all applications that the Business AE does, but is designed for the more robust systems. The largest amounts of application clients are only available on the Enterprise AE. The Enterprise AE will install
Microsoft SQL 2000 as the database, and runs on the NEAX
®
2000, NEAX
®
2400, and SV7000 family of PBXs.
2.4 Short Text Messaging Application Environment (STM AE)
The STM AE has been discontinued now. The user must order the Business
AE or above to order Short Text Messaging products.
2.5 TAPI Link Application Environment
The TAPI Link AE has been discontinued. TAPI Link is now included automatically in the Business AE.
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 4 of 78 Bulletin: AN4500-05-018a
3.0 OpenWorX Server Specifications
An OpenWorX server can be ordered from NEC. The options for this are as follows:
3.1 Small Office Desktop PC
The Small Office Desktop PC has been discontinued.
3.2 OpenWorX Premium Server
The user has the choice of 2 different Premium servers from NEC.
First is an NEC 1U machine rack mountable server. It uses a 2.8 GHZ processor and contains 1 gig of RAM. It has options for RAID 1 or RAID 5 configurations as well as having an option for Dual CPUs. Keyboard, Mouse, and Monitor are not included and must be ordered separately. At least two additional Hard Drives must be ordered for RAID 5. The server comes with
Windows 2003 Server.
Description
Part #
OWX Premium Server 1U
Additional 2.8 GHZ CPU
PSII Keyboard
Logitech Mouse
ACUSync AS500 Monitor
36 Gig HDD
RAID Controller
392903
392906
392911
392910
392912
392907
392909
Second is an NEC Tower server, the 120LG. It uses a 2.4 GHZ processor and contains 1 gig of RAM. It has options for RAID 1 or RAID 5 configurations as well as having an option for Dual CPUs and redundant power. Keyboard, Mouse, and Monitor are not included and must be ordered separately. At least two additional Hard Drives must be ordered for RAID 5.
The server comes with Windows 2003 Server.
Description
Part #
OWX Tower Server (120LG)
Additional 2.4 GHZ CPU
PSII Keyboard
Logitech Mouse
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
0221113
542078
392911
392910
Page 5 of 78
ACUSync AS500 Monitor
36 Gig HDD
RAID Controller
3.3 OpenWorX Basic PC
Bulletin: AN4500-05-018a
The OpenWorX Basic PC has been discontinued.
3.4 User Provided OpenWorX Server
392912
392907
392909
OpenWorX Enterprise Application Environment (AE) Server
Requirements
Minimum Recommended
Operating System
Windows 2000 Server
(Latest Critical Updates)
Windows 2003 Server
(Latest Critical Updates)
Pentium 2 GHz
Processor
Pentium 2.8 GHz or faster
Note: The OpenWorX Enterprise Application Environment requires a
server class system.
Memory
1 GB RAM
Hard Drive Space (available before installation)
1 GB 2 GB RAID 0 (Redundancy option)
Power Supply
Single Server Power Supply Redundant Hot Swap Power Supply
Additional Hardware and Software
Color monitor with 1024x768 or higher resolution
Two 10/100 Ethernet network interface cards
CD-ROM drive 12/24 GB DDS-3 tape drive
52x or faster CD-ROM drive 33.6 kbps or greater external modem
56 kbps or greater V.92 external modem
20/40 GB 4mm DDS-4 DAT drive
(Version 10 or higher)
Dedicated USB port for the current OpenWorX security key. (Dedicated parallel port for the Legacy OpenWorX systems)
Web Server
Microsoft Internet Information Server (IIS) 5.0 or higher
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 6 of 78 Bulletin: AN4500-05-018a
Note: IIS requires installation of the current security patch located at www.microsoft.com
.
Web Browser
Microsoft Internet Explorer 6 (Latest Critical Updates) for
Windows(Macintosh systems not supported)
Database
Microsoft SQL Server 2000 Standard Edition (Provided)
Note: Refer to the section titled “Before Installing OpenWorX Runtime
Platform” in Chapter 3 of the OpenWorX System Manual for important information regarding installing and configuring Microsoft SQL Server
2000 for use with the OpenWorX Runtime Platform and applications.
OpenWorX Business Application Environment (AE) Server Requirement
Minimum Recommended
Operating System
Windows 2000 Server (Latest
Critical Updates)
Windows 2003 Server(Latest Critical
Updates)
Processor
Pentium 2 GHz Pentium 2.8 GHz
Memory
1 GB RAM
Hard Drive Space (available before installation)
1 GB or more
Additional Hardware and Software
Color monitor with 1024x768 or higher resolution
Two 10/100 Ethernet network interface cards
CD-ROM drive
33.6 kbps or greater external modem
52x or faster CD-ROM drive
56 kbps or greater V.92 external modem
12/24 GB DDS-3 tape drive
Symantec pcAnywhere™ (Version 10 or higher)
Dedicated USB port for the currently ? OpenWorX security key.
(Dedicated parallel port for the Legacy OpenWorX systems)
Web Server
Microsoft Internet Information Server (IIS) 5.0 or higher
Note: IIS requires installation of the security patch located in at www.microsoft.com for more information.
Web Browser
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 7 of 78 Bulletin: AN4500-05-018a
Microsoft Internet Explorer 6 (Latest Critical Updates) for Windows
(Macintosh systems not supported)
Database
Microsoft Data Engine (MSDE) (Provided)
(Latest Critical Updates and Security Patches)
OpenWorX Small Office Application Environment (AE) Requirements
Minimum Recommended
Windows 2000
Professional(Latest Critical
Updates)
Operating System
Windows XP Professional(Latest
Critical Updates)
Processor
Pentium 2 GHz or faster
Memory
512 MB RAM
Hard Drive Space (available before installation)
1 GB or more
Additional Hardware and Software
Color monitor with 1024x768 or higher resolution
10/100 Ethernet network interface cards
(when connecting directly to the PBX)
52x or faster CD-ROM drive CD-ROM drive
33.6 kbps or greater external modem
56 kbps or greater V.92 external modem
Symantec pcAnywhere™ (Version 10 or higher)
Dterm Play and Record Module for greetings and recordings
Note: Dterm Play and Record Module requires an additional sound card.
Storage device for performing backups
Dedicated USB port for the currently ? OpenWorX security key.
(Dedicated parallel port for the Legacy OpenWorX systems)
Web Server
Microsoft Internet Explorer 5.01 (Service Pack 2 or higher) for Windows
(Macintosh systems not supported)
Note:
IIS requires installation of the security patch located at www.microsoft.com
.
OpenWorX Client WorkStation Requirements
Minimum Recommended
Operating System
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 8 of 78 Bulletin: AN4500-05-018a
Windows 2000 or Windows XP Professional (Latest Critical Updates)
Processor
Pentium 2 GHz or faster
Memory
256 MB RAM or more
Hard Drive Space (available before installation)
250 MB or more
Note: Not applicable to web applications.
Additional Hardware
Color monitor with 800x600 or higher resolution
Color monitor with 1024x768 or higher resolution
CD-ROM drive
Ethernet network interface cards
52x or faster CD-ROM drive
Dterm Play and Record Module for greetings and recordings
Note: Dterm Play and Record Module requires an additional sound card. Not applicable to web applications.
Web Browser
Microsoft Internet Explorer 6 (Latest Critical Updates) for Windows
(Macintosh systems not supported)
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 9 of 78 Bulletin: AN4500-05-018a
4.0 OpenWorX: Database
OpenWorX uses a fully Open Database Connectivity (ODBC) compliant database. The
Business application environment uses a Microsoft
®
MSDE database engine. The
Enterprise application environment uses Microsoft
®
SQL Server™ 2000. The OpenWorX applications all use this common database. The database is part of the OpenWorX platform, and is not purchased with each individual application.
The OpenWorX database has both an import and export feature. The export function will create a delimited text .dat file. The delimiter may be a pipe (“ |
“), Tab, or Space. In order to import to the OpenWorX database from other databases, you must import from the same type of delimited file. Using
OpenWorX Administrator the user can then schedule DBImport to run updates on a regular basis. This import can be scheduled through the
OpenWorX Administrator.
OpenWorX also contains a program called Backup Assistant. This application allows the user to completely backup and restore the entire database, which is especially useful in MSDE environments because they do not include Microsoft database management tools.
5.0 OpenWorX: Network Traffic Conditions
There are two areas where a data slow down can occur within OpenWorX environment.
The first is between the server and the PBX. For one possible solution to this possible problem, NEC provides a dual NIC (Network Interface Card) configuration with our
OpenWorX server as previously mentioned. One NIC has its own network segment between itself and the PBX. This can eliminate the possibility of excessive collisions on the LAN between the server and the PBX. This configuration is shown in the diagram below. If this configuration is not used it is recommended that the connection between the
PBX and the server be in a switched environment. A properly designed switched network should not encounter this issue.
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 10 of 78 Bulletin: AN4500-05-018a
The second place a slow down can occur is between the OpenWorX server and the clients.
As a rule of thumb, an Ethernet network is considered congested at 30% utilization. If the network chosen for OpenWorX is running close to or over this utilization amount, there will be problems with the speed of the client applications. Should this occur, it is recommended to seek a network design associate. One possible solution is to install the
OpenWorX clients and server on a switched Ethernet hub to increase network efficiency, which will give the users and the server full use of their respective bandwidth.
5.1 Bandwidth Requirements
The following tables give approximate bandwidth requirements for OpenWorX applications.
Server to PBX Connection Bandwidth
Application Dedicated Bandwidth Requirement
Business Attendant System
Dialer
Location Status Information
Incoming Call Assistant
Message Reader
TAPI Link
Short Text Messaging
Group Call Forward Control
5 Kbps per attendant
1.5 Kbps per activation
1.5 Kbps per activation
1.5 Kbps per activation
1.5 Kbps per activation
6.5 Kbps per User
3 Kbps per User
5 Kbps
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 11 of 78
Server to Client Connection Bandwidth
Bulletin: AN4500-05-018a
Application Dedicated Bandwidth Requirement
Business Attendant System 150 Kbps per attendant
Dialer NA
Location Status Information
Incoming Call Assistant
NA
NA
Message Reader
TAPI Link
Short Text Messaging
Group Call Forward Control
NA
3 Kbps per User
NA
NA
For example, a customer wants to extend 3 BAS attendants across a connection between their 2 buildings. They also wish to have 1000 people using dialer. The
BAS application at the server will generate approximately 15 Kbps in traffic between itself and the PBX. The BAS clients will use close to 450 Kbps in dedicated bandwidth. For dialer, the user must at least assume 30% of those users will attempt to use dialer at any one moment. With that in mind dialer will require
300 * 1.5Kbps or 450Kbps in bandwidth between the server and the PBX.
Please keep in mind that TCP/IP is not a dedicated form of bandwidth. The bandwidth is collision based. The user will need 3 to 4 times the bandwidth suggested in order to meet the dedicated bandwidth requirements. So, in the 3 attendant examples above, if the user will be extending their network using TCP/IP they will need closer to 1.5 Mbps in available bandwidth.
5.2 OpenWorX in IP Enabled PBXs
OpenWorX applications do not differentiate between the types of D term
Set.
Therefore all OpenWorX D
term
applications such as Dialer and ICA can still be activated and used from IP enabled sets. As well, IP D
term
s can successfully use applications such as TAPI Link and BAS.
The D
term
SP20 and SP30 are supported for use with BAS, PCA, and
Communications Portal.
IP CCIS and IP Trunks have the same limitations, as their TDM counterparts as far as OpenWorX applications are concerned. Individual limitations are covered in the application descriptions further on in this document.
FCCS is covered in the individual application descriptions.
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 12 of 78
6.0 Business Attendant System: Overview
Bulletin: AN4500-05-018a
NEC’s Business Attendant System (BAS) is a powerful client/server PC-based tool for full-time and part-time NEAX and UNIVERGE PBX attendants. The BAS consists of an interactive client side application running on Windows 2000, or Windows XP operating system that connects to the BAS server via the corporate LAN. The BAS server software runs on a Microsoft Windows 2000 or Windows 2003 Server. The BAS currently operates with the NEAX 2400 IMS, NEAX 2000 IPS, and SV7000. With a dynamic interactive directory and an Open Application Interface (OAI) driven call queue, the operators are able to process a high call volume with minimal effort and time expenditure in today’s sophisticated business environment.
6.1 BAS: Benefits
•
Centralized company database that can link and replicate with other databases, including AIMWorX.
•
Greeting playback and call recording.
•
PC-based call processing.
•
Meet-me paging.
•
Unlimited, global parked calls.
•
Different greetings/displays available for DIDs.
•
Single key call processing.
•
Directory dialing for accuracy.
•
Look ahead status from the directory.
•
Sort and searchable directory by key fields.
•
Configurable screens for each operator.
•
Queue types allowing flexibility to answer certain call types.
•
Configurable screen pop information.
•
MAPI compliant e-mail integration.
•
Set/cancel call forwarding and DND for other phones.
•
Delay announcements capabilities to ensure callers are informed and provided other options during busy call times.
•
Configurable night station or announcement when operators are not logged in.
•
Flexible DID number assigned to each operator that follows them regardless of what PC/phone they use to log in.
•
Optional statistics package to track queue and operator statistics.
•
Optional integration with OpenWorX Location Status Information to see an employee's availability, return time, and alternate phone number.
•
Optional integration with OpenWorX Dialer providing D
term
users access to the same employee and external database.
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 13 of 78 Bulletin: AN4500-05-018a
•
Optional integration with OpenWorX Message Reader providing D
term
users access OpenWorX text messages.
•
Optional integration with OpenWorX Desktop providing PC users all the benefits of the standard D
term
-based applications from a graphical user interface.
•
FASTER and MORE EFFICIENT OPERATORS!
6.2 Business Attendant System: Call Control Functionality
Call control for the BAS is a queue-oriented system. Following is a picture of the call queue screen illustrating how incoming calls are classified and presented to the operator. Just like the standard NEC business attendant console, the BAS provides the standard familiar call queues and information. However additional information about incoming calls is added to better empower the Attendant(s).
Brief Definition of the Queues:
•
Internal – extension to attendant calls within the PBX.
•
External – calls coming into PBX from an undefined trunk type.
•
CCSA, FX, TIE, WATS – calls coming into the PBX from trunks in CCSA,
FX, TIE or WATS Trunk Groups.
•
Priority – calls that must be answered before all other calls.
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 14 of 78 Bulletin: AN4500-05-018a
•
Paged – people who have been paged to a meet-me paging number, but the parked person is no longer waiting to be joined.
•
Vacant – vacant-level intercept when a call goes to an invalid number.
•
Camp T.O. – This queue is not supported at this time.
•
Park T.O. – calls that were parked and have timed out will recall here.
•
NANS T.O. – internal calls blind transferred but not answered will recall here.
•
Stn Xfr – transferred to the attendant queue by another station or voice mail.
•
Att Xfr – calls transferred from other attendants will arrive on this queue.
•
Me – This queue is for the attendant’s personal monitored number or calls made directly to their extension.
It should also be noted that the operator has the option to answer the oldest call in any particular queue by clicking on that queue button with the mouse.
The window above is the “Commands” screen, which is used during processing of incoming calls.
Brief Descriptions of Call Control Functions Available to the Attendant:
•
Answer – answers the oldest call in queue or in the priority queue.
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 15 of 78 Bulletin: AN4500-05-018a
•
Park – allows the operator to park a caller on an orbit number. Once there, dialing that orbit from any telephone in the system retrieves the caller. This function is also known as “Meet-me Paging”.
•
Dial – allows the operator to make an outgoing call from his or her extension.
•
Retrieve – enables the attendants to retrieve parked calls by selecting a caller to retrieve from a menu of callers that are parked.
•
Hold – place a caller on hold on one of the loop keys or “unhold” them as well.
The D
term
will become idle.
•
Transfer – initiates a supervised transfer once a number has been entered or a directory entry selected.
•
Blind Xfr – initiates an un-supervised transfer. As with Transfer, a number must be selected beforehand.
•
Join Park – allows the operator to join an existing caller with a parked caller that is selected from the parked call menu.
•
Conference – a conference between the source caller, the destination caller, and the operator.
•
Source/Dest – used when a supervised transfer is initiated. Before the transfer is completed, the operator may switch voice path back and forth between the existing source and destination connections.
•
Camp – camps a caller onto a busy extension.
•
Cancel – disconnects a call or cancels an existing supervised transfer.
•
Release – completes a supervised transfer or conference.
•
Override – allows the operator to perform an executive override of a busy call.
•
It should also be noted that all of the above functions are mapped to Function
Keys (F1 – F12) at the top of the keyboard. The spacebar can be used to answer the first call in queue and the Enter key will activate dialing or transfer based on the current call state.
Other Functions and Features Associated With This Screen:
•
Loop keys allow the attendant to hold up to 10 different callers simultaneously.
•
The boxes directly below the loop keys are the source and destination boxes.
The Source is on the left and is fully configurable to show the caller name and caller ID if known. Additionally, up to three lines of information chosen from the directory can be displayed below the name and number. The destination box is configurable in the same way and shows available information when the operator transfers the call to another party, or when a station transfers a call to the operator.
•
The Number Entered box allows the operator to enter a known number for either a direct dial or a transfer.
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 16 of 78 Bulletin: AN4500-05-018a
•
The number shown in the bottom hand portion of the screen represents the number of calls waiting in queue at the queue screen, or total queue depth.
•
The time shown left of the queue depth describes how long the current caller has been connected. Also if the operator hovers the mouse pointer over a loop key with a caller on hold, the time that caller has been holding will display.
•
Left of the timer is an information screen that displays the name of the person holding when hovering the mouse pointer over a held loop. Also, if a caller is recalled from a park or a blind transfer, their identification, and the party to which they were transferred or for which they were parked will be shown here.
6.3 Business Attendant System: Speed Dials Pad
Another versatile screen is the Speed Dial pad shown below:
Up to forty speed-dial fields are available for each individual attendant. Dragging an entry from the directory onto the speed dial button automatically programs these fields. Another great feature of these buttons is that they act as Busy Lamp
Fields (BLF). When that user’s phone is off hook, the speed dial button becomes red and when that phone is ringing, the speed dial button blinks red. By right clicking the button, the operator can enable or disable monitoring, as well as change the name, forward the person’s Dterm, set DND, or initiate a screened, blind, or announced voice call. This is useful for an operator who also has a set of
VIPs for whom they answer calls.
6.4 Business Attendant System: Directory
Both an internal directory and an external directory exist in the BAS system. The internal directory lists employees within the company, while the external directory stores numbers outside the company. External numbers are usually numbers that are frequently called, or information about people or companies that frequently call
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 17 of 78 Bulletin: AN4500-05-018a the main listed number. When answering a call from one of these external numbers, fields from this entry are displayed to the operator, providing more information than just the 10-digit caller ID. Below is an example of the internal directory screen.
Many of the title bars at the top of the screen are capable of producing a directory sort by clicking the mouse on the title bar. The information displayed is configurable by the administrator. There are several different fields available for display and four of these fields can be user-defined. This window is also expandable for viewing more fields. The “Search” field searches dynamically as the information is typed in the field selected.
In the example above, the user is searching based upon full name, but could have searched by department, extension or title. From the “View” menu the user can switch between “Internal” and “External” directories. The external directory is very much like the internal, but it has different fields available for display, such as
10-digit caller ID, etc. The Line Status field is extremely useful. It allows the operator to select someone from the internal directory and see whether the line is busy and to whom they are talking. It gives the user an alternative to DSS/BLF keys with an UNLIMITED number of selections. In addition all forwarding information for that telephone is reported, which traditional DSS/BLF keys do not do. The New, View, and Turn Off Lamp buttons allow the operator to take text
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 18 of 78 Bulletin: AN4500-05-018a messages for the individual selected in the directory. On the IVS2, the Message
Reader function key is automatically lit on the user’s phone The IPS lights the user’s message waiting lamp, and in addition TMM is displayed on the LCD to show the operator has a message for the user.
6.4.1 Use of DID for Company Lookup
The directory is also capable of being partitioned by company. The drop down box at the top of the window displays entries from a particular company, or all companies in the system. This is particularly useful in shared tenant installations, where a single attendant group serves multiple organizations. Additionally, a DID number can be associated with each company selection in the database. With this function enabled, when a call comes in on a specific DID for that company, the operator directory will automatically default to that company and only show those employees that are in the company. A screen pop will also occur letting the operator know which DID was called.
6.5 Overhead Paging
Most overhead paging is done by the creation of a direct trunk access key or a trunk access code. The BAS software does not have the ability to utilize these methods. Because of this, if the user wishes to overhead page from BAS they must manually initiate it from their D
term
. However the user may create a special speed dial key instead.
In the PBX, the user must create a trunk access dial string. Using LCR, a dial string can directly access the trunk and provide voice path to the paging system.
For example, the user creates the number 19 in their LCR to access trunk 1 in route 1. This trunk is terminated to the overhead paging. Now when the attendant hits their speed dial, to dial 19, they will be able to overhead page.
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 19 of 78
6.6 Call Recording and Playback
Bulletin: AN4500-05-018a
Apart from the directory, another powerful feature integrated into the BAS client is the ability to record conversations and playback greetings over the telephone.
With the addition of a D
term
Play/Record Module, the client will be able to automatically record voice conversations and instruct the software to save the last specified number of conversations. Conversations are saved as .wav files, which are time; date stamped and rotated in a circular buffer. When it is determined that a call needs to be saved, the operator simply presses the “Save Recordings” button and the selected call is automatically saved. Conversely, the operator can save a set of greetings to be played back immediately every time the phone is answered via the BAS. Greetings playback can be determined based on “internal” or
“external” calls, on groups of caller IDs, or even morning or afternoon. A different greeting can be recorded for any of the scenarios above allowing the attendant to present a pleasant and consistent greeting over the telephone.
6.7 Offline Mode (Pseudo Night Mode)
Night Mode allows for calls to be handled differently during off business hours.
When no BAS attendants are logged into the system, the OWX server is still monitoring calls to the attendants. Since there are no attendants to send the calls, the server will instead send the calls to a configurable number, such as the voice mail system, or play a night announcement.
In the case where the server itself goes down, it is recommended that the user set up a UCD degrade. Since the OAI cannot route the calls, it will instead send the calls to a UCD group, which includes the operators. Typically a separate set of virtual sublines are put into a UCD group and assigned on each attendant’s Dterm and the pilot number of this UCD group is associated with the BAS queues to be used in the event of failure.
6.8 Authorization and Account Code Dialing
BAS supports dialing with Account Codes or Authorization Codes. However, it uses a slightly different number format for the dial string. To denote an account code an exclamation point (!) is used. For authorization codes a dollar sign ($) is used. Here are some example strings.
Account Code: 2145551212!1234567890
Authorization Code: 2145551212$1234567890
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 20 of 78 Bulletin: AN4500-05-018a
The ! or the $ delineate to BAS where the dial-able number ends and where the code begins. In the account code example, 2145551212 is the phone number and
1234567890 is the account code.
These codes must be manually keyed, or added as part of the number in the database entry.
6.9 Windows User Rights for Operation
Prior to 2.4 the Windows User Login to the BAS Client required administrator rights to the BAS Server. This is no longer the case. The BAS Client’s Windows
User is required to have read only rights certain sections of the BAS Server’s registry. These sections are outlined in the BAS manuals.
On the BAS Client itself, the user may now log in as a Power User when using
Windows 2000 Professional. On Windows XP Professional the user may be a power user, but must be granted full rights to the BAS section of the registry.
6.10 Business Attendant System: Attendant PC Minimum Hardware
Requirements
Operating System
Processor
Memory
Hard Drive Space
Additional Hardware
Microsoft Windows 2000 Professional or
Server, or Microsoft Windows XP
Professional. (Latest Critical Updates)
350 MHz Pentium II Class Processor or higher
256 MB of RAM
1 GB Hard Drive
Ethernet Network Interface Card
CD ROM Drive
Monitor
Keyboard
Mouse
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 21 of 78
Attendant Statistics
Bulletin: AN4500-05-018a
OpenWorX Statistics operates in conjunction with the Business Attendant System in order to provide near real time statistics about the operators and the queues. A variety of information is gathered and stored in a database that allows for a multitude of differing reports. With the power of Crystal Reports® the user can then view the data with a web interface allowing for HTML, PDF, and RPT formats. An additional purchase of Crystal Reports Viewer® is required for the
RPT format. Below is a list of the types of reports the user can run.
6.11 Attendant Reports:
•
Attendant Call Summary
•
Attendant Answered Calls
•
Attendant Outbound Calls
•
Attendant Interval Summary
•
Attendant Inbound Interval
•
Attendant Outbound Interval
•
Total Attendant Summary
•
Attendant Login/Logout Detail
6.12 Queue Reports
•
Queue Summary
•
Queue Abandon Calls
•
Queue Answered Calls
•
Queue Interval
•
Total Queue Summary
For further details about the reports, please see the Attendant Statistics User Guide.
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 22 of 78
7.0 Business Receptionist
Bulletin: AN4500-05-018a
•
The small boxes at the top of the interface are the telephony control keys. These mouse click-able boxes are user definable. The keys can be configured for the following telephony functions. Answer, Dial, Page, Hold, Transfer, Transfer to
Voice Mail, Park, Conference, Source/Destination, Camp On, Cancel, Hang up,
Join Park Call, Override, Redirect, Retrieve Parked Call, Save Recording, and Set
Callback. All of these functions can also be done via hotkeys that are listed in the menu item for Call at the top of the interface.
•
The boxes in the center area represent the individual line appearances on the user’s phone. Clicking on them can do things like answer the call, place a call on hold, or disconnect a caller. Hovering over a box with a caller will also display the caller
ID information on the bottom line of the interface.
•
The two rectangular outlines below the line appearances are the caller ID displays.
The left one will display the number and directory information of the active call for a single caller. The one on the right applies when transferring or conferencing callers.
•
The generate tones checkbox allows the UI to generate DTMF from the numbers entered in the Number field.
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 23 of 78 Bulletin: AN4500-05-018a
7.1 Business Receptionist: Speed Dials Pad
Another versatile screen is the Speed Dial pad shown below:
The BR speed dial pad is modeled off the BAS speed dial. See BAS section for details of operation. Important note: In order for the BR operator to monitor the speed dials, they must be given TAPI rights to the lines they wish to monitor.
7.2 Business Receptionist System: Directory
Both an internal directory and an external directory exist in the BR system. The internal directory lists employees within the company, while the external directory stores numbers outside the company. External numbers are usually numbers that are frequently called, or information about people or companies that frequently call the main listed number. When answering a call from one of these external numbers, fields from this entry are displayed to the operator, providing more information than just the 10-digit caller ID. Below is an example of the internal directory screen.
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 24 of 78 Bulletin: AN4500-05-018a
Many of the title bars at the top of the screen are capable of producing a directory sort by clicking the mouse on the title bar. The information displayed is configurable by the administrator. There are several different fields available for display and four of these fields can be user-defined. This window is also expandable for viewing more fields. The “Search” field searches dynamically as the information is typed in the field selected.
In the example above, the user is searching based upon full name, but could have searched by department, extension or title. From the “View” menu the user can switch between “Internal” and “External” directories. The external directory is very much like the internal, but it has different fields available for display, such as
10-digit caller ID, etc. The Line Status field is extremely useful. It allows the operator to select someone from the internal directory and see whether the line is busy and to whom they are talking. In addition, all forwarding information for that telephone can also be reported. The New, View, and Turn Off Lamp buttons allow the operator to take text messages for the individual selected in the directory. On the IVS2, the Message Reader function key is automatically lit on the user’s phone The IPS lights the user’s message waiting lamp, and in addition
TMM is displayed on the on the LCD to show the operator has a message for the user.
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 25 of 78
7.2.1 Use of DID for Company Lookup
Bulletin: AN4500-05-018a
The directory is also capable of being partitioned by company. The drop down box at the top of the window displays entries from a particular company, or all companies in the system. This is particularly useful in shared tenant installations, where a single attendant group serves multiple organizations. Additionally, a DID number can be associated with each company selection in the database. With this function enabled, when a call comes in on a specific DID for that company, the operator directory will automatically default to that company and only show those employees that are in the company.
7.3 Overhead Paging
Most overhead paging is done by the creation of a direct trunk access key or a trunk access code. The BR software does not have the ability to utilize these methods. Because of this, if the user wishes to overhead page from BR they must manually initiate it from their D
term
. However the user may create a special speed dial key instead.
In the PBX, the user must create a trunk access dial string. Using LCR, a dial string can directly access the trunk and provide voice path to the paging system.
For example, the user creates the number 19 in their LCR to access trunk 1 in route 1. This trunk is terminated to the overhead paging. Now when the attendant hits their speed dial, to dial 19, they will be able to overhead page.
7.4 Call Recording and Playback
Apart from the directory, another powerful feature integrated into the BR client is the ability to record conversations and playback greetings over the telephone. With the addition of a D
term
Play/Record Module, the client will be able to automatically record voice conversations and instruct the software to save the last specified number of conversations. Conversations are saved as .wav files, which are time; date stamped and rotated in a circular buffer. When it is determined that a call needs to be saved, the operator simply presses the “Save Recordings” button and the selected call is automatically saved. Conversely, the operator can save a set of greetings to be played back immediately every time the phone is answered via the
BR. Greetings playback can be determined based on “internal” or “external” calls, on groups of caller IDs, or even morning or afternoon. A different greeting can be recorded for any of the scenarios above allowing the attendant to present a pleasant and consistent greeting over the telephone.
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 26 of 78 Bulletin: AN4500-05-018a
7.5 Authorization and Account Code Dialing
BAS supports dialing with Account Codes or Authorization Codes. However, it uses a slightly different number format for the dial string. To denote an account code an exclamation point (!) is used. For authorization codes a dollar sign ($) is used. Here are some example strings.
Account Code: 2145551212!1234567890
Authorization Code: 2145551212$1234567890
The ! or the $ delineate to BAS where the dial-able number ends and where the code begins. In the account code example, 2145551212 is the phone number and
1234567890 is the account code.
These codes must be manually keyed, or added as part of the number in the database entry.
7.6 Business Receptionist: Attendant PC Minimum Hardware
Requirements
Operating System
Processor
Memory
Hard Drive Space
Additional Hardware
Microsoft Windows 2000 Professional or
Server, or Microsoft Windows XP
Professional. (Latest Critical Updates)
350 MHz Pentium II Class Processor or higher
256 MB of RAM
1 GB Hard Drive
Ethernet Network Interface Card
CD ROM Drive
Monitor
Keyboard
Mouse
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 27 of 78
8.0 Dialer: Overview
Bulletin: AN4500-05-018a
Dialer allows any user in the PBX to use his or her D
term
to electronically search for the extension of another person in the PBX, even while the user is on the phone. Once the listing is located, a simple button press is all it takes to make the call or initiate a transfer. Also, the user can query using division and department such as would occur in a multi-site corporation.
8.1 Dialer: Functionality
First the user presses the Function Key assigned to Dialer on their D
term
. The display shows either “Division” or “Name”, depending on how the application is configured.
For our example we will assume that it shows “Name”. The user now enters 2 or more letters of John Smith’s last name such as “SMI” using the numbers “764” on the dial pad to represent the letters. The user now presses the “#” to denote they are finished entering the letters on which to query and a name will pop up in the display.
This will be the first name that alphabetically matches the letters entered. If this is not the name the user is looking for they may scroll down through the list by pressing the
“8” key. Once they reach the name they are looking for the user presses the “#” key and the call is initiated.
The same thing can be done if the user is already on a call, but instead of making an initial call, the application will activate a transfer instead. In the case where “Name” is not displayed first the user will have to navigate to the desired person’s department.
This is most often used in larger or multi-site organizations. Full navigation directions are covered in depth in the OpenWorX Dialer User Guide. Below is an example of the functions of the keys on the keypad.
Please note that Dialer works on the user’s prime line only.
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 28 of 78
8.2 Dialer: Database
Bulletin: AN4500-05-018a
The database used for Dialer is the same as the Business Attendant System database, which allows Dialer users to have the same information available to the attendants.
8.3 Dialer: Benefits
•
Saves the attendant time by curtailing the need for employees to dial ‘0’ to get a phone number or extension of someone in the company directory.
•
Provides a centralized company phone directory.
•
Eliminates outdated printed copies of the company directory.
8.4 Current Dialer Limitations
•
Dialer is unable to use numbers in the name field of the database.
Dialer cannot have account codes or authorization codes stored in the strings and then dialed.
9.0 Location Status Information (LSI): Overview
LSI users can:
•
Set, Modify, or Delete their location information.
•
View the location information of your colleagues.
•
Query an extension to determine whether location information is set, and call that extension, if the person is available.
•
Check the status of other users simply by dialing their extension, if configured to do so.
9.1 LSI: Functionality
Once an LSI OAI key is assigned, simply press that button and enter the extension you wish to inquire about or look up. If no extension in entered, LSI will default to the extension the user is accessing LSI from. Each extension can be enabled with a password, but it is not required. Once the user has entered their extension number, they have the ability to view or change the status of their LSI information.
In the case of someone else’s extension, the user can only view their status and then dial that party if desired. When operating on your own extension, you may
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 29 of 78 Bulletin: AN4500-05-018a also change your status by selecting from up to ten predefined selections. Some examples would be, “Out of Town”, “In a Meeting”, “On Vacation”, etc. Once you choose a status, you may then enter information such as when you will be back and how to be contacted while you’re away.
9.2 LSI: Database
LSI uses the OpenWorX database. This common database allows for other applications such as BAS,
I
NASET or Desktop to access LSI information.
9.3 LSI: Benefits
•
Never have to guess about someone’s whereabouts.
•
Know when someone is expected to return and how to contact them while they are away.
•
Securely set your own location through any D
term
phone in the office.
•
BAS integration allows attendants to check status via their directory.
•
Desktop integration allows all employees to view the status of other employees via their web browser.
•
INASET integration allows INASET users to see employee statuses in their view of the corporate directory.
10.0 Message Reader (MR): Overview
Message Reader is a convenient application that allows users to retrieve their messages taken by other OpenWorX users from any D
term
phone set enabled with the proper OAI function key. The messages can be sent from BAS, INASET or Desktop.
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 30 of 78
10.1 Message Reader: Functionality
Bulletin: AN4500-05-018a
Message Reader can be activated from any D
term
phone set that has the Message
Reader function key configured. Press the key and enter the extension for which you wish to read messages. In the event more than one user is assigned to a phone, the user may choose from a list of employees to designate for whom to read messages, and then enter the proper password, if required. If no extension number is entered, Message Reader will default to the extension you are using for this connection. Once having entered the extension and the password, the user may easily peruse all their messages and after a message is read, it may be deleted or saved. If the person leaving the message left a return phone number, Message
Reader can even dial the call back number automatically!
10.2 Message Reader: Database
MR uses the OpenWorX database. This common database allows for other applications such as BAS, INASET or Desktop to access LSI information.
10.3 Message Reader: Benefits
•
Read your messages even when away from your desk, from any D
term
phone set.
•
Save valuable operator time because they no longer have to read the message back to the employee.
•
Automatically dial call back numbers, preventing paper clutter or misdialed numbers.
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 31 of 78
11.0 Short Text Messaging
Bulletin: AN4500-05-018a
Short Text Messaging (STM) is a service running on the OpenWorX Server designed to facilitate the delivery of text messages to NEAX Wireless D
term
PSII/PSIII handsets on the
NEAX 2400 IMS, NEAX 2000 IPS, and SV7000. This is accomplished with either,
Simple Mail Transfer Protocol (SMTP) on a Local Area Network (LAN), or Telelocator
Alphanumeric Protocol (TAP) Version 1.8. This application turns your PSII/PSIII handsets into one-way internal text pagers in addition to their normal functionality. The interface allows for an audible alert when messages arrive. Users should be aware that the volume for the text message arrival notice is the same as the ringer volume. In addition, if the PSII/PSIII is set to vibrate, it will also vibrate when a text message arrives. Messages can be stored for later reading as well as deleted. Messages cannot be received while the user is on the phone.
11.1 STM: Functionality as the SMTP Environment
The STM server can be installed on your enterprise network as an SMTP mail gateway. In this configuration, users simply send messages up to 128 characters
(always the limit of text messages, no matter what SMTP set up used) to the address [email protected]
is a good example. The server will then parse the PagerID out of the heading and send the message to the wireless handset with that extension. NEC has verified this functionality on
Microsoft Exchange
®
and Lotus Notes
®
.
11.2 STM: Functionality in a TAP Environment
STM can also be configured to use an RS-232c TAP interface for sending or receiving alphanumeric messages to the user’s wireless handsets. Thus a TAP enabled pager program can be used to send a message.
11.3 STM: Benefits
•
Allow OpenWorX users to send messages directly to users when not available for call transfer.
•
Short messages can be left as text pages instead of voice mails.
•
Internal Text messages can be sent directly to wireless handsets via email.
•
Facilitates quick call back. “Call me at 555-1212, Bob.” Can immediately be returned via the same device.
•
Automated reminders can be set up via your email to be sent directly to your wireless PSII.
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 32 of 78 Bulletin: AN4500-05-018a
This is one server connecting to the single OAI port for the FCCS network.
See Section 7.5 on Dialer. The STM Service operates in exactly the same manner, when dealing with the PBX.
12.0 OpenWorX Nurse Call Integration
Please refer to application note AN4500-05-018a for detailed information. Nurse
Call does not have multi-node capability.
13.0 Incoming Call Assistant (ICA)
13.1 ICA Functionality
This powerful application allows the user to perform many tasks with the simple touch of an associated function key on the D
term
Set. The user can:
•
View the caller’s name and number on the LCD display for any line or subline on the user’s D
term
, even while currently on another phone call. The name lookup comes from the Personal, External, or Corporate Directory in
OpenWorX. The above order is also the search order priority.
•
Check for past or current calls to the user’s D
term
on any D
term
in the system with an ICA enabled function key.
•
Look up past callers and return their calls with the information stored in
ICA’s database. This is known as the inbound call log. It will store up to
99 entries.
•
Check list of calls made by the user. This is called the Outbound Call Log.
Up to 99 entries will be stored.
•
Supports use of * and # in the user extension with the limitation that the user must be at their physical device to log in if their extension contains either a * or a #.
•
Determine if a call was forwarded or transferred.
Below is an example of the keypad layout for controlling ICA.
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 33 of 78 Bulletin: AN4500-05-018a
13.2 ICA Database
ICA uses the same database as the entire OpenWorX suite of applications. The following fields from the OpenWorX Database are accessible.
•
Caller name (inbound and outbound call log)
•
Caller number (inbound and outbound call log)
•
Date and time of each call (inbound and outbound call log)
•
Whether or not the call was transferred and by whom (inbound call log)
•
Whether or not the call was forwarded and by whom (inbound call log)
•
The direct number dialed by the caller (inbound call log)
13.3 ICA Benefits
•
Able to identify callers on prime lines and sub-lines before they are answered, even while the user is still on another call.
•
Identify past callers quickly without having to listen to voice mail.
•
Identify past callers when you are not at your desk.
•
Return calls quickly with dial back feature.
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 34 of 78 Bulletin: AN4500-05-018a
13.4 Comparison of ICA and IPS Functionality
13.5 ICA Load
ICA call handling performance is measured in the number of notifications (SMFN) from the PBX. The notifications are incoming, dial, answer and release. An ICA user to an ICA user generates the highest SMFN count which is 5 (Incoming, Dial,
Answer, and 2 Release). An external call to an ICA user generates 3
SMFNs(Incoming, Answer and Release). All of the calls in the tests to generate traffic are ICA to ICA user calls.
Tests were first done on a 1.4 GHz Server with 1 GB of RAM. This is not a supported field configuration, but served to illustrate the increase that will be shown later with a more robust server.
If all calls were external, the 1.4 GHz server could handle 500 SMFNs in a single minute. 500SMFNs total/3 SMFNs per call = 166 external calls per minute.
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 35 of 78 Bulletin: AN4500-05-018a
If all calls were internal, the 1.4 GHz server could handle 500 SMFNs in a single minute. 500SMFNs total/3 SMFNs per call = 100 internal calls per minute.
So ICA could successfully handle a max range of 100 – 166 calls per minute depending on call type.
Now a second set of tests was run on a more robust server. This time 3.0 GHz
Dual Processor server with 1.5 GB of RAM was used.
ICA increased its performance from 500 SMFNs per minutes to 774 SMFNs per minute.
This extrapolates out to 258 external calls per minute or 155 internal calls per minute. This makes the max range of calls per minutes 155-258 depending on call type.
The total number of users supported is dependant on the user’s peak time expectations. For example if 3000 users expect a 5% call volume during peak times, then the ICA server must have a range of at least 150 calls per minute. If this range is exceeded, then ICA will begin to slow down during these peak times.
13.6 ICA Name Display Feature
This flow chart describes the logic followed for ICA’s name display feature.
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 36 of 78 Bulletin: AN4500-05-018a
Station
Call
Call Received
On Sub-Line
Yes
Display Name if available, else number
No
Name
Display in
PBX*
No
Yes
End
Display Name if available, else number
End
* Configuration Option in OpenWorX.
End
10 Digit
Caller ID
Is the Call
On a Sub-
Line?
No
Is Number
In Database?
Yes
Yes
Is Number
In Database?
Yes
No
Display
Formatted
Number
Display
Name
No
Display
External
Number?*
No
Yes
Display
Formatted
Number
Display
Name
End
End
End
* Configuration Option in OpenWorX.
End
End
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 37 of 78
13.7 ICA vs. Camp On
Bulletin: AN4500-05-018a
It should be noted that ICA and Camp On have similar end goals. With camp on, the user receives notification of a second call that is “camped” to their extension.
They have the choice of answering this call and putting the original caller on hold.
However, Camp On is limits the user to 2 total callers.
ICA can achieve the same thing through multiple sub-lines. The user rolls their forwarding of busy calls to the next sub-line. ICA then gives notification of the information of the incoming caller. From there the user can decide whether or not to answer the call or let it continue and roll to voice mail.
14.0 Group Call Forward Control (GCFC)
Group Call Forward Control is an application that allows forwarding patterns of individuals or user defined groups to be forwarded based on a schedule. Complex schedules are supported, that allow for recurring forwarding on a daily, weekly, monthly or even yearly basis. GCFC supports busy forwarding, unanswered call forwarding and all call forwarding. It is possible to forward entire divisions within a company, such as after
5:00 PM all calls are forwarded directly to voice mail.
14.1 GCFC Functionality
GCFC’s configurations screens are all web based. Screen shots of some of these new interfaces are given below to help familiarize you with this new and powerful
OpenWorX application.
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 38 of 78 Bulletin: AN4500-05-018a
This is the main control screen for the GCFC configuration utility. From here, the user can navigate completely through all the tasks required of the GCFC administrator with a simple point and click of the mouse. The administrator can also see a summary of what is already configured within the application.
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 39 of 78 Bulletin: AN4500-05-018a
Above is the user administration window. The administrator can modify, define and delete user accounts here. There are several levels of users.
•
Administrator – can access and maintain all user accounts, groups and call forwarding schedules within GCFC.
•
Premium User – can create and maintain sets of groups. Including adding, modifying and deleting group members, as well as controlling their call forwarding schedules.
•
Regular User – can view group and call forwarding jobs within GCFC, as well as maintain a group if given permission by the group owner.
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 40 of 78 Bulletin: AN4500-05-018a
This screen is used to define and maintain new and existing groups for forwarding patterns. The users of the groups can also be given or denied permission to group level here. There is no limit to the number of users to each individual group, nor is there a limit to the number of people who can modify the group members or call forwarding patterns.
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 41 of 78 Bulletin: AN4500-05-018a
This screen is used to define, modify and delete call-forwarding jobs for groups.
Jobs can be configured to occur only once or recur at specific time intervals.
These time intervals can be as small as forwarding all calls to voice mail at 5:00
PM every weekday, to as broad as forwarding all calls to an automatic announcement for holidays that occur once a year.
14.2 GCFC Benefits
•
Allows calls for individuals or groups of people based on schedules.
•
No more forgetting to un-forward your phone after returning from vacation or a business trip.
•
Insure privacy for users, such as in a hospital or dormitory.
15.0 OpenWorX AIMWorX SPE
The AIMWorX SPE for OpenWorX allows for real time synchronization of the
AIMWorX and OpenWorX Databases. This implementation has the OpenWorX database act a slave to the AIMWorX database. Therefore, changes made to the AIMWorX
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 42 of 78 Bulletin: AN4500-05-018a database will propagate down to the OpenWorX database, but the OpenWorX cannot be used to populate the AIMWorX database.
This synchronization is accomplished by mapping fields in the AIMWorX database to their counterparts in the OpenWorX database. When a modification is made to one of these fields in the AIMWorX database, it then knows that it must modify the corresponding entry in the OpenWorX database. Once this is setup, the feature continues to work automatically.
The following part numbers are required from AIMWorX to use the OpenWorX SPE.
Description Part #
AIMWorX Custom SPE Writer 0223587
OR
AIMWorX Custom SPE Feature 0223546
The Custom SPE Writer is for advanced AIMWorX users. The Custom SPE Feature is the most cost effective way to simply activate the AIMWorX end for using the
OpenWorX SPE.
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 43 of 78
16.0 Personal Call Assistant (PCA)
Bulletin: AN4500-05-018a
In NEC’s continuing effort to bring better efficiency to the standard telephony user’s desktop, Personal Call Assistant was created. PCA includes functionality like Desktop and INASET in a much more convenient form. PCA gives the user the ability to dial from any application that supports the Windows Clipboard. PCA brings screen pops to the user desktop, via text to speech agent, small pop box, or specially written customized pops. The text to speech agent and small pop box come standard. The customized pops must be specially written. It is recommended that PCA’s server reside as intranet application with clients treating it as a Trusted Site in their internet options.
17.0.1 The icon is the same as Clipboard Dialer, a small yellow phone in the system tray.
This icon will turn red when the user has missed calls. Hovering over the red icon with your mouse will list the number of calls that have been missed. When the user receives an inbound call it will also trigger a screen pop. There are two varieties that come with the PCA as depicted below. The Merlin version actually speaks to you. The simple pop up box is silent.
PCA also supports a custom screen pop using .NET reflection technology.
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 44 of 78
Right clicking on the icon will bring up a menu.
Bulletin: AN4500-05-018a
This allows users to easily navigate through the various controls of PCA, while still keeping the application itself innocuous.
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Bulletin: AN4500-05-018a
16.1 Inbound Call Log
This is the same call log that is mentioned in ICA. Up to 99 incoming calls are noted for the user to access.
Page 45 of 78
The name of the caller will be there if that person is in the OWX database. The extension or caller id, is recorded as well as the time and date of the call. A day of the week will be shown for the last 7 days of calls. Calls going back more than 7 days will show a date such as 1/10. Clicking on the call number will return the call with the correct dialing rules.
The blue rolodex card icon to the right of the entry allows the user to quickly add that record to their personal directory. The Flag on the left denotes red if the call listed was not answered by the user and blue if it was answered.
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 46 of 78 Bulletin: AN4500-05-018a
17.0.2 Outbound Call Log
The user can also check their outbound call log in the same way that the inbound call log operates.
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 47 of 78 Bulletin: AN4500-05-018a
17.0.3 Corporate Directory
This directory is for if the user simply wishes to find someone internal to the company.
Clicking on the telephone icon next to the person will dial that person. Dialing rules again applied automatically. Other numbers can be stored and displayed this way, as well as email and pager. These fields just like Desktop can be masked from certain users.
Searching can be done by entering a letter combination and hitting GO, or by clicking on the letter at the top. You can search by Full Name, Last Name, First Name, or Extension.
The status on the right side of the record is the person’s current status. The red or green lego man denote whether the person is logged into PCA or not.
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 48 of 78 Bulletin: AN4500-05-018a
17.0.4 Personal Directory
This directory is stored on the server, but is only accessible by that user. It operates the same way as the Corporate Directory.
The personal directory will also support importing from other PIMs. It requires a CSV
(comma separated values) text file. One example of this is if the user currently has an
Outlook contact database. They can export from Outlook, and then import the resulting
CSV file into Desktop. The following are several rules to consider for this example.
Any use of a carriage return in the contact item will cause the csv file to start another record. Notes may use returns, as may the Address when a second line is needed, as in "Suite xxx". To minimize this problem, do not export fields with Carriage Returns.
Export/import the Email Display field instead of the Email Address field.
In the case where only a company name exists for the record, modify the
Outlook export; deleting Last Name and First Name, adding Name, and make alphabetically. Company entries will show at the end of the sort with Name empty. Highlight and move Company entries where Name is empty to the
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 49 of 78 Bulletin: AN4500-05-018a
Name field, and save the csv. Then import using Name as the only Contact
Description
.
Contacts with fields exceeding 60 characters are not imported.
Contacts with the same name as a previous contact are not imported.
PCA also includes the ability to update the user’s Personal Directory directly from their
Outlook Contacts. This is extremely convenient for those who already have a well populated set of Outlook contacts. It also allows them to only maintain their contacts in a single location. The mappings of the fields are controlled by an XML file (mappings.xml in the PCA directory) which is easily modified to suit the individual’s needs.
The personal directory can be maintained from a web based interface as well if the user’s desires a finer granularity of control.
17.0.5 Location Status Tab
The user can set and change their status from here.
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 50 of 78 Bulletin: AN4500-05-018a
17.0.6 Message Reader Tab
This allows users to receive messages sent by other OWX users or by a BAS attendant.
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 51 of 78 Bulletin: AN4500-05-018a
17.0.7 Contact Rules
New to PCA in the 4.2 version of OpenWorX is the ability to set up contact rules. This functionality combines with the ability of LSI to make the users easier to contact.
The user can now set up rules based on their location status. Everyone starts with a default rule. This rule will be applied to everyone who calls the user and is not otherwise specified in another rule. The user can then create other specific rules and assign them to specific callers.
For example the user could have a rule set up for when they are out of office. While they are out of office most people will go directly to Voice Mail, however when Bob Smith calls he is redirected to the user’s cell phone.
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 52 of 78 Bulletin: AN4500-05-018a
17.0.8 Limiting User Views
Occasionally it is necessary to make certain fields un-available except by certain users.
For example, the company may not wish for non-executives to have access to employee home phones. Because of this, the OpenWorX administrator can put the login Ids of
Desktop users into groups that do not allow the viewing of specific fields.
Desktop is now a part of PCA, the customer will receive it as part of the PCA order. Desktop is designed for general day-to-day PBX users who have a PC with a web browser. No application installation needs to take place on the PC. Access is directly via the web.
Desktop Client Requirements:
•
Windows 98SE or Higher
•
Internet Explorer 5.01 Service Pack 2 or Higher
•
Pentium 350Mhz Processor or Higher
•
128 Meg of RAM or Higher
•
Color Monitor with 800x600 Resolution or Higher
•
D
term
Set (IP, TDM, or Softphone)
The application consists of several different sections, which will be described below
.
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 53 of 78
17.1.2 Desktop Directory
Bulletin: AN4500-05-018a
From here the user can look up individuals within the company directory, and access their speed dials. From each, they can dial, and from within the corporate directory, a user may send a Short Text Message (if STM is installed), email, or
OpenWorX Message.
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 54 of 78
17.1.3 Personal Directory
Bulletin: AN4500-05-018a
In addition to the standard OpenWorX corporate directory, Desktop gives users an additional Personal Directory. The Personal Directory is different for each individual user, but the Corporate Directory is common among all users. For example, the user could have an entry for their Mother, and it would only be for use with their individual phone.
17.1.4 Desktop Call History
The lists of calls that have been received by the phone are displayed in the
“Inbound” Section of this screen. The number, Name, and Date are included.
The Name is only included if there is a match for the number in the database. The user can also click on the telephone handset icon next to the number to return the call from their D
term
set.
In addition to searching the corporate directory, ICA will now search the Personal
Directory of that station as well. For example, if 214-555-1111 calls one individual who has “Mom” defined in their Personal Directory for that number, the
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 55 of 78 Bulletin: AN4500-05-018a
ICA pop and record in Desktop will say “Mom”. For another person who does not have “Mom” defined in their Personal Directory, no name will be attached, or can also have a different number defined for “Mom. ICA also indicates the phone type found in the Personal contact, using appending “-H” for home, “-M” for mobile or wireless, and “-W” for any business line.
The “Outbound” section is similar to the “Inbound” section, except it records calls made (by Manual Dialing, OpenWorX D
term
Applications, Desktop, or TAPI) at the telephone, not received.
17.1.5 Desktop Location Status
With Desktop, the user can set their status, including return date, return time, and alternate number with the click of a mouse. In addition, Desktop allows for the use of Custom statuses, instead of only the 10 pre-defined messages available via
D
term
operation.
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 56 of 78
17.1.6 Desktop Message Reader
Bulletin: AN4500-05-018a
Previous to Desktop, the only way for an individual to check messages sent by
Message Reader was by using the key on the D
term
, or by calling the attendant and having the message read back to them. Now, the user can use a Web Browser with Desktop to check their messages. Also, as mentioned in the Directory section, the user may send these messages to other users of Message Reader. No longer is it just the attendants who can send messages.
Finally the message can include a number. The Desktop user simply needs to click on the telephone handset icon next to the number to return the call from their D
term
set.
17.2 PCA: OpenWorX
I
NASET
The INASET is now a part of PCA, and is included when the customer orders PCA.
NEC’s INASET is a powerful IP terminal. This power is enhanced even further by the addition of the OpenWorX application suite. This suite enables INASET Application
Services mode, adding a great deal of features and functionality.
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 57 of 78
17.2.1 Home Application
Bulletin: AN4500-05-018a
This is the base application that is loaded directly to the INASET’s memory. It allows for the basic functionality expected from a standard IP D
term
. The main difference a user will notice with this screen is the different application control buttons at the bottom of the INASET screen. Without OpenWorX, these buttons are static and controlled by the INASET’s local memory. With the addition of the
OpenWorX Network Services mode, the server configures these buttons. The modification of a simple XML file on the server is all that is required to move, add, or delete additional application buttons.
These additional application buttons can be used for many things, such as custom developed applications and direct links to web sites.
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 58 of 78
17.2.2 Corporate Directory
Bulletin: AN4500-05-018a
The Corporate Directory pulls it information directly from the OpenWorX
Employee database. The user can search for specific people and dial using this directory. Once found in the directory the user may also send a text message (if
Message Reader is installed), send a Short Text Message to their wireless PSII (if
Short Text Messaging is installed), or simply view the entry to see other information or alternate dial-able numbers.
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 59 of 78
17.2.3 Location Status
Bulletin: AN4500-05-018a
This interface allows the user to set their status in the OpenWorX database. It is then accessible by the operator. Also when another D
term
user calls the person, they will receive their status on their D
term
display, along with Return Time, and
Alternate Number if provided.
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 60 of 78
17.2.4 Message Reader
Bulletin: AN4500-05-018a
Message Reader allows the user to read messages sent to them by the operator or other users.
17.0 Communications Portal
The OpenWorX Communications Portal (CP) combines the infrastructure of the Business
Portal (BP) and the video and future collaboration capabilities of CommDoor (CD) with the power of OpenWorX, resulting in a total solution that allows employees to manage their various contact methods based on their availability and the person trying to reach them. CP users not only have access to existing OpenWorX Personal Call Assistant tools such as their incoming/outgoing call logs and corporate/personal directories, but they can also access unified messaging through an integrated Outlook client, define a Buddy List with frequently contacted people from their corporate and personal directories, arrange this list into groups as needed, and contact other users based on their configured desired methods of communication. Although CP has some of the same functionality as Personal
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 61 of 78 Bulletin: AN4500-05-018a
Call Assistant, Communications Portal has additional features that can make users more productive.
CP’s additional features make it easier for users to navigate to the information they need, and it eliminates the necessity of running multiple applications at the same time.
CP’s Microsoft Exchange integration enables users to not only manage their calendar from the portal, but also to integrate their calendar activities with their displayed status and contact rules. The Outlook Inbox is available from within the portal to view and respond to both e-mails and voice mails in a unified environment.
The Real-Time Status Bar, also available in the portal, shows currently connected callers and missed calls, and allows users to quickly change their status, build an ad-hoc voice or video conference, add collaboration to an existing call, and perform basic telephony functions such as answer, hold, and disconnect.
Communications Portal is built on the OpenWorX architecture which runs on Windows
2003 server, employs Microsoft SQL Server 2000 or MSDE for its database, and communicates with NEC PBX’s (not key systems) using OAI. Voice communication users can utilize a TDM Dterm, an IP Dterm, or the NEC soft phone (SP20 or SP30).
Applications such as Incoming Call Assistant (ICA) and Location Status Information
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 62 of 78 Bulletin: AN4500-05-018a
(LSI) work behind the scenes to provide incoming and outgoing call information as well as helping to maintain the user’s status from the portal, Dterm, or Exchange 2000/2003.
OpenWorX Administrator is used to configure the applications and PBX information, and to maintain login ID’s/passwords/privileges as well as employee and extension information. Personal Call Assistant (PCA) runs on the client machines to incorporate all
PCA functionality into CP.
Microsoft’s Live Communication Server/Windows Messenger can be used for peer to peer application sharing and instant messaging. The user can also use their .NET passport for
IM.
When unified messaging is available through any of the Active Voice products, the
ActiveX Outlook Inbox component will display both the user’s voice mails and e-mails.
The first time the user runs the Communications Portal, they will be asked to answer questions in the form of an interview wizard. The purpose of this wizard is to allow the user to confirm or enter the proper contact methods, set up default and specialized behaviors based on system and custom statuses, and change their default password.
The first dialog asks the user to verify their contact points. Entries previously entered by an OpenWorX administrator or gathered from a different system such as MA4000 or
Active Directory, appear here. The user can modify these entries if their permissions in
OpenWorX allow them to modify these fields. They may add other contact information that is not previously entered if they have permissions to do so. Fields such as an IM address, for example, will probably not be pre-populated in advance. Finally, the user can designate whether or not his desktop machine is video enabled. This will determine whether or not other portal users will see a video icon associated with his or her entry in the buddy list, corporate directory, or call logs.
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 63 of 78 Bulletin: AN4500-05-018a
CP supports a Single Sign On system as well. With this, the user need only configure their sign on for additional tabs once, and then be automatically logged in with the CP login.
Please note that Single Sign On is a form of automated login. Most internet sites employ technology that actively prevents the use of automated logins. This is done in an attempt to prevent hacking using scripted or other automated methods that can try differing ways of logging in a user. Because of these circumstances, Single Sign On is meant to be used with intranet sites that the user controls the security measures for.
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 64 of 78 Bulletin: AN4500-05-018a
Finally, CP supports a robust Video and Collaboration suite. As many as 8 people may be connected in an IP voice peer to peer video conference. This conference includes a whiteboard for drawing and collaboration as well as the ability to share presentations with other viewers.
18.0 Conference Manager
PCA and CP also include a conference manager.
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 65 of 78 Bulletin: AN4500-05-018a
Entries can be moved from the result set to the conference box by pressing Add and removed by pressing Remove. This builds the list of people to conference but has no effect until the user clicks “Call” at which time a dialog appears which steps the user through calling, screening, and adding each user one by one. Should the person not wish to join the conference or not be available, the user presses Disconnect and moves on to the next person. Note that the conference list provides additional information about the desired person, such as their status and whether or not they are logged in along with the number the system will try based on that person’s contact rules. Should the user desire to use a different number to conference that person, they may select from the person’s various contact numbers using the drop down list. If the person must be reached by a number not in their normal contact numbers, the user types the number in Add number which moves the number to the conference box. In this way, numbers to join the conference may be entered free form.
The system keeps track of the number of people to conference and selects the appropriate conference bridge. If currently connected, the conference list automatically contains the person to whom the user is connected with an indication that they are on this call. If only needing to conference one additional party, no conference bridge is used. If adding additional parties to a 3 party conference, the system attempts to move all parties automatically to the appropriate conference bridge within the limitations of OAI (not possible to move two trunks). At any point, the user can select a person from the conference list and disconnect them, or end the call for all parties simultaneously by pressing End.
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 66 of 78 Bulletin: AN4500-05-018a
19.0 PCA and CP For Sub-Lines
Personal Call Assistant (PCA) and Communications Portal (CP) use the same tools and interfaces as it relates to control of the PBX station. For purposes of this discussion, they are the same. PCA/CP has been designed for prime line PBX station activity. PCA/CP have passive control of sub-lines. This means they can monitor their activity, but cannot take active control of them.
For purposes of this discussion, there are 3 different implementations of sub-lines; each can affect PCA/CP features:
1. Station Appearances – Other station prime lines appear on the user’s station to enable the user to answer in their absence.
2. Private Sub-lines – providing the user the ability to manage multiple calls on their station only. May be used as “rollover” lines when another line is busy.
3. Shared Sub-lines – Key system emulation allowing for certain DID’s to be answered by any number of people.
Below is a description of how the features of PCA/CP function with sub-lines of a PBX station provided that sub-line is configured on an ICA extension in the OpenWorX database.
Screen Pop
•
Screen pops will occur on all sub-lines.
Call Logs
•
The outbound call log will record calls made manually from all sub-lines.
Dialing
•
PCA/CP can not make calls from a sub-line. All outbound calls will be attempted from the prime line.
Transfer
•
PCA/CP will not be able to transfer a call on a sub-line. PCA/CP can only transfer a call on the prime line.
Call Redirection
•
Calls to Station Appearances will be redirected based on the Contact Rules for the
Prime user of the sub-line.
•
Calls to Private sub-lines will be redirected based on that user’s Contact Rules.
•
Calls to Shared sub-lines are not redirected.
My Controls
•
The Real Time toolbar will accurately reflect the status of the phone when sublines are used, but can take no action such as hang up or transfer. The user will be able to initiate non-telephony functions such as video and collaboration.
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 67 of 78
PCA/CP Prime Line Sharing
Bulletin: AN4500-05-018a
OpenWorX supports extension sharing for the purpose of shift work only, i.e. only one person can login to an extension at one time. Subsequent attempts to login to a station are denied.
20.0 Calendar Link
Calendar Link creates integration between Microsoft Exchange 2000 or 2003 Calendar and OpenWorX’s Location Status Integration. When a meeting, event, or appointment is scheduled or accepted, and the user’s time is not marked as Free or Tentative in Outlook, a dialog box pops up asking the user if he or she would like to list their time as something more descriptive than “Busy” or “Out of Office”.
The user can select from the list of system and custom statuses defined during the installation process. If no key is pressed, the system will use the Outlook categorization of the user’s time after a predefined interval passes. Otherwise, it will use the selected status from the drop down list when the start time occurs. The corresponding contact rule takes effect for the given status and person trying to contact the user. When the stop time expires, the status returns to “At Desk”.
A user is registered as Calendar Link enabled by the system administrator using
OpenWorX Administrator in the same way they are registered with privileges to use other applications in OpenWorX. Calendar Link inserts an event synch in the user’s calendar folder on the Exchange server so that modifications to the calendar from that point forward will be seen in OpenWorX and triggers a status change. If the Exchange
Administrator does not want this process automated, he or she can configure OpenWorX to send an e-mail to the administrator when a new user is added containing a link that inserts the appropriate trigger in the Exchange database using the permissions of the recipient. When users are deleted from OpenWorX, their Exchange trigger is removed.
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 68 of 78 Bulletin: AN4500-05-018a
21.0 Name Display
Name Display is an application that synchronizes the PBX name database with the employee portion of the OpenWorX Database. This sync is real time.
In the case of two people sharing a single extension, the application will search through,
Department, Division, and Company in that order. The first one that matches for both employees will be the one displayed.
22.0 OpenWorX Multiple CISS Node Configurations
OpenWorX is capable of hosting applications for multiple PBXs on a single server. All instances of this require OAI on the connected PBX and viable TCP/IP connectivity between the server and PBX. See bandwidth requirements to make sure your connection is sufficient.
The applications once equipped with the remote TCP/IP connection and multi-node software operate as if they are in a single PBX, except where noted below.
22.1 Business Attendant System: CCIS Network Information
The following is a diagram of a simple CCIS network using the BAS.
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 69 of 78 Bulletin: AN4500-05-018a
The Business Attendant System can run in the above-pictured environment with the following limitations.
•
Calls transferred from the BAS Client to a D
term
on the second PBX will not recall to the BAS operator.
•
Using multi-node capabilities, the operator can now view station data via the directory or speed dials to extensions in other PBXs. The other PBXs must have OAI and a TCP/IP connection back to the OpenWorX server. Additional
OpenWorX software is also required per PBX to be added on the server.
20.2 Business Receptionist System: CCIS Network Information
See diagram for BAS.
•
Calls transferred from the BAS Client to a D
term
on the second PBX will not recall to the BR operator.
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 70 of 78 Bulletin: AN4500-05-018a
•
The D
term
in the second PBX cannot be monitored by the BR system and the monitored speed dials and status checks in the directory will not function for those extensions.
•
The system will force supervised transfers to CCIS extensions to ensure callers do not get transferred to a busy remote extension. Operators need to listen for ring back tone or busy tone, and then either completes the call or return back to the source caller as appropriate.
•
The message-waiting lamp cannot be controlled on remote D
term
s.
•
NOTE BR does not have the same multi-node capability that BAS does.
22.2 Short Text Messaging and Nurse Call CCIS Network
STM and NC do not have multi-node capabilities.
23.0 FCCS Configurations
In order for OpenWorX applications to work in an FCCS network; all nodes which wish to utilize applications must be equipped with Agent Anywhere. When equipped as such, all applications will behave as if they are in a single PBX except where noted below.
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 71 of 78 Bulletin: AN4500-05-018a
The following is a diagram showing a basic FCCS Network.
In this diagram, the OAI facilities are shared across the FCCS link to both PBXs and each BAS client has the same functionality as the other. Transfers and such can be performed throughout the network as if all the D
term
s were on the same
PBX.
The Agent Anywhere configuration option is required in any node of the PBX using OAI including the node with the Internal OAI configuration option. Therefore, in the above diagram both IPXs would have Agent Anywhere installed on them, as well as the Internal
OAI configuration option installed in IPX #1.
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 72 of 78 Bulletin: AN4500-05-018a
24.0 OpenWorX Upgrades
Masterquote now has an upgrade section for OpenWorX. It can be found in the IPX and
IPS upgrade sections. For a user to upgrade their OpenWorX they must have a valid
Masterquote for the system. This allows us to get an accurate picture of their current system as well as requires they input their security device ID.
25.0 OpenWorX Software Part Numbers
26.1 Business Application Environment for NEAX2400IMS
Description Part #
Business Application Environment (AE)*
Business Attendant System (1 Attendant) **
Business Receptionist (1 Receptionist) **
Personal Call Assistant (1 User)***
Communications Portal (1 User) ***
Calendar Link
Name Display
Group Call Forward Control
0228000
0228004
0228016
0228036
0228040
0228044
0228014
0228010
*
The Business AE includes Dialer, Incoming Call Assistant, Location Status Information, Message Reader and TAPI Link. The user must order an AE to use OpenWorX.
**
Order multiple of this part number to get multiple users. 12 users maximum.
***
Order multiple of this part number to get multiple users. 100 combined Users Maximum on Business
AE of PCA/CP. PCA includes Desktop and INASET. . CP includes a PCA and Calendar Link license as a bundle.
26.2 Business Application Environment for SV7000
Description Part #
Business Application Environment (AE)*
Business Attendant System (1 Attendant) **
Business Receptionist (1 Receptionist) **
Personal Call Assistant (1 User)***
Communications Portal (1 User) ***
Calendar Link
Name Display
Group Call Forward Control
390301
390303
390309
390322
390882
390884
390308
390306
*
The Business AE includes Dialer, Incoming Call Assistant, Location Status Information, Message Reader and TAPI Link. This software is included with SV7000.
**
Order multiple of this part number to get multiple users. 12 users maximum.
***
Order multiple of this part number to get multiple users. 100 Combined Users Maximum on
Business AE of PCA/CP. PCA includes Desktop and INASET. 25 users included with SV7000. . CP includes a PCA and Calendar Link license as a bundle.
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 73 of 78 Bulletin: AN4500-05-018a
26.3 Business Application Environment for NEAX2000IPS
Description Part #
Business Application Environment (AE)*
Business Attendant System (1 Attendant) **
Business Receptionist (1 Receptionist) **
Personal Call Assistant (1 User)***
0228002
0228005
0228017
0228037
Communications Portal (1 User) ***
Calendar Link
Name Display
Group Call Forward Control
0228041
0228045
0228015
0228011
*
The Business AE includes Dialer, Incoming Call Assistant, Location Status Information, Message Reader and TAPI Link. The user must order an AE to use OpenWorX.
**
Order multiple of this part number to get multiple users. 12 users maximum.
***
Order multiple of this part number to get multiple users. 100 combined Users Maximum on Business
AE of PCA/CP. PCA includes Desktop and INASET. CP includes a PCA and Calendar Link license as a bundle.
26.4 Enterprise AE for NEAX2400IMS
To order Enterprise AE simply add the Enterprise AE upgrade part number.
Business AE is required in order to add Enterprise AE. They are no longer mutually exclusive products. The rest of the part numbers for applications will remain the same.
Multi-node configurations require additional software only available with the
Enterprise AE.
Description Part #
Enterprise AE Upgrade for NEAX2400IMS
AE Add 1 2400/SV7000 Node
AE Add 1 2000 Node
Add 1 BAS 2400/SV7000 Node
Add 1 BAS 2000 Node
Add 1 Name Display 2400/SV7000 Node
Add 1 Name Display 2000 Node
Add 1 Group CFC 2400/SV7000 Node
Add 1 Group CFC 2000 Node
Add 1 PCA 2400/SV7000 Node
Add 1 PCA 2000 Node
Add 1 CP 2400/SV7000 Node
Add 1 CP 2000 Node
0228001
0228018
0228019
0228020
0228021
0228024
0228025
0228026
0228027
0228028
0228029
0228018
0228019
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 74 of 78 Bulletin: AN4500-05-018a
26.5 Enterprise AE for SV7000
To order Enterprise AE simply add the Enterprise AE upgrade part number.
Business AE is required in order to add Enterprise AE. They are no longer mutually exclusive products. The rest of the part numbers for applications will remain the same. Multi-node configurations require additional software only available with the Enterprise AE.
Description Part #
Enterprise AE Upgrade for NEAX2400IMS
AE Add 1 2400/SV7000 Node
AE Add 1 2000 Node
Add 1 BAS 2400/SV7000 Node
Add 1 BAS 2000 Node
Add 1 Name Display 2400/SV7000 Node
Add 1 Name Display 2000 Node
390302
390310
390311
390312
390313
390318
390319
Add 1 Group CFC 2400/SV7000 Node
Add 1 Group CFC 2000 Node
Add 1 PCA 2400/SV7000 Node
Add 1 PCA 2000 Node
390320
390321
390316
390317
Add 1 CP 2400/SV7000 Node
Add 1 CP 2000 Node
390310
390311
26.6 Enterprise AE for NEAX2000IPS
To order Enterprise AE simply add the Enterprise AE upgrade part number.
Business AE is required in order to add Enterprise AE. They are no longer mutually exclusive products. The rest of the part numbers for applications will remain the same. Multi-node configurations require additional software only available with the Enterprise AE. 2400 Nodes may not be added to 2000 base software.
Description Part #
Enterprise AE Upgrade for NEAX2400IMS
AE Add 1 2000 Node
Add 1 BAS 2000 Node
Add 1 Name Display 2000 Node
Add 1 Group CFC 2000 Node
Add 1 PCA 2000 Node
Add 1 CP 2000 Node
26.7 Small Office Application Environment (SO AE)
0228003
0228030
0228031
0228034
0228035
0228033
0228030
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 75 of 78
Description
Bulletin: AN4500-05-018a
Part #
OWX SO AE BAS (NEAX 2000)
OWX SO AE BR (NEAX 2000)
*The SO AE includes BAS or BR 1 Attendant only.
27 IVS
2
0221213
0221211
The IVS
2
is no longer supported on OpenWorX. New additions to OAI are only being applied to the IPS. As such, without their functionality, the IVS
2
’s performance on many applications is too limited.
28 OAI Extension Digit Limitations
On the IMS systems, OAI (the PBX software that interfaces with OpenWorX) is limited to processing 5 digit extensions. Although the PBX will support more than
5 digits, the OAI software cannot. The software in the PBX is due to be enhanced in the PBX. Contact Product Management for current dates.
On the IPS systems, OAI is limited to dealing with 8 digit extensions. No enhancement is planned for this.
29 IMX/IPX Hardware Requirements
29.1OAI Requirements for PBX
Description Stock # Qty Remarks
Internal OAI Configuration
Option
Agent Anywhere
Configuration Option
210369 1
210368 1
Enable OAI on System
CPU
For use in FCCS
Networks to Enable Agent
Anywhere
30 IMX/IPX Software Requirements
IPX 8000 Series Software
People upgrading systems wish to use their old External OAI PBX hardware (CP53,
CP54, CC98), it will not work on an IPX-UMG. Only internal OAI may be used on the
IPX-UMG.
IMX Release 7400 Software
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 76 of 78 Bulletin: AN4500-05-018a
Exceptions:
Automated transfer to a user's voice mailbox will only work on 7400 Revision 9 or higher or IPX 8000 series with the attendant phone connected through a SPA-16ELCJB-B line card. SP-3270 Release II or higher or SP-3295 firmware is required on the SPA-
16ELCJB-B. Additionally, calls forwarded via Call Forward – No Answer prior to 7400
Revision 9 will not recall to the attendant.
31 ICS Hardware
31.1 OAI Requirements for PBX Circuit Card Type *
Description
2400 OAI Prog-53
(CPU)
PH-PC21 (APINT)
Stock Number Qty Remarks
241859 1 OAI CPU
201219 1
IP
IP Interface for
SPA-CC98 (ETHER-B) processor
31.2 OAI Requirements for PBX Module Type *
Description
Stock
Number
Qty Remarks
PA- AL16
(ALMC)
Functions as supervisor on fault of the IP, IP system changeover, and controlling data transfer between
CPUs.
2400 OAI Prog-
54 (CPU)
SPA-CC98
(ETHER-B) IP Interface for external
200196 1 application processor
PA-GT16 (MBB)
PH-PC21
(APINT)
BS16 (PBI)
240997 1
Gate for accessing communication memory of IP card from CPU
Interface for CPU and IP
201219 1
Processor Bus Interface for
201265 1
MMG/UMG ICS and UMGx
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 77 of 78 Bulletin: AN4500-05-018a
Systems
BS40 (PBI)
Processor Bus Interface for
MMG/UMG MDS/HDS systems
* Only circuit cards used are listed. (Cables, covers, brackets, etc. not included)
32 ICS Software Requirements
For MMG, UMG, IMGx or UMGx Series: 6300 or Higher
For IMG V70: 6300
Exceptions:
Automated transfer to a user's voice mailbox will only work on the NEAX2400 IMX system. Additionally, calls forwarded via Call Forward - No Answer will not recall to the attendant.
33 IPS Hardware Requirements
33.1 For TDM IPS Systems:
Description Part Number Qty Remarks
PZ-M606-A 151492
1
Ethernet Interface card
33.2 For IPS Systems with IP Phones:
Description Part Number Qty Remarks
UNIV IPS IP 8 SEAT SYS
PKG
153056
1
IPS UNIV PIMMJ
SPN-CP24C
ICS VS BASE-C
PZ-M606-A
SPN-8IPLA IP PAD-C
64 Port Sys Software - 3500
Series R10
KEY KEEPER
8 Seat License
MATWORX IPS
System Package Provides 8
IP Seat Licenses, 64 LT ports,
5 T1’s /E1’s, 5 ISDN-PRI, and
48 ISDN-BRI Trunks
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
Page 78 of 78 Bulletin: AN4500-05-018a
34 IPS Software Requirements
3000 Release software or higher for IPS
OpenWorX 2.1 is required to work on IPS. If the user has an older version of OpenWorX and wishes to upgrade to an IPS they will be required to upgrade to OpenWorX 2.1 as well.
Windows
®
and NT
®
are registered trademarks of Microsoft Corportation.
NEAX, OpenWorX, and D
term
are registered trademark of NEC Inc.
NEC Unified Solutions, Inc .
6555 N. State Highway 161
•
Irving, Texas 75039
•
Phone: 214-262-2000
•
Fax: 214-262-2586 www.necunifiedsolutions.com
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