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8AL020030003DEASA Ed02
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PRELIMINARY
Copyright Alcatel-Lucent 2010. All rights reserved. Passing on and copying of this document, use and communication of its contents not permitted without written authorization from Alcatel-Lucent. Notice While reasonable effort is made to ensure that the information in this document is complete and accurate at the time of printing, we can not assume responsibility for any errors. Changes and/or corrections to the information contained in this document may be incorporated into future issues. This document describes the Alcatel-Lucent 4059 Extended Edition Attendant Console R1.0. Some equipment, components, or features may not be offered in every country. For more information, contact your Alcatel-Lucent representative. Who Should Use this Document ? As a description of the solution, this document can be used by Alcatel-Lucent vendors, clients, partners and associates involved with the implementation of Alcatel-Lucent 4059EE attendant Console. Terms and Abbreviations Used in this Document Short forms A4059EE is used in this document for Alcatel-Lucent 4059 Extended Edition Attendant Console (products long form). Short form OmniPCX Enterprise is used in this document for Alcatel-Lucent OmniPCX Enterprise Communication Server (products long form).
TABLE OF CONTENT
1. 2. 3. 4.
4.1. 4.2. 4.3.
INTRODUCTION ................................................................................. 4 A4059EE VALUE PROPOSITIONS: ............................................................. 4 ARCHITECTURE ................................................................................. 5 ATTENDANT CONSOLE DEDICATED KEYBOARD ............................................. 5
CALL HANDLING KEYS ..............................................................................................6 SPECIFIC LEDS .......................................................................................................6 TERMINAL FOR VISUALLY IMPAIRED USERS .....................................................................6
5.
5.1. 5.2. 5.3. 5.4. 5.5. 5.6. 5.7.
6. 7. 8. 9. 10.
CALL ROUTING FEATURES ....................................................................11 LANGUAGES ....................................................................................11 MINIMUM HARDWARE CONFIGURATION.....................................................12 INSTALLATION .................................................................................12 DIAGNOSTIC ORIENTED LOG FILES ..........................................................12
1. INTRODUCTION
The Alcatel-Lucent 4059 Extended Edition (4059EE) operator console is a state of the art operator console for OmniPCX Enterprise. This application is intended for replacement of the 4059IP attendant console. The 4059EE Attendant Application is integrated into the Alcatel-Lucent OmniPCX Enterprise. This application provides the maximum level of comfort and user friendliness. It is used either when there is just a single attendant position needed for a system or as part of a team of attendants when telephonic welcome traffic means that several attendants are necessary. The Alcatel 4059EE Attendant Application is used to optimize call management: to answer to and easily route incoming calls, to manage internal calls and, if necessary, to connect internal sets to recipients outside of the system. The A4059EE up-to-date graphical user interface provides to the operator a user-friendly tool for efficient calls dispatching, and a good image of the company for the visitors. The A4059EE operator console application relies on the same calls distribution software and interfaces in the OMNIPCX Enterprise as the 4059. That means that all 4059 call handling features are already available with the 4059EE. In addition, the A4959EE software architecture is ready to integrate unified communication features. The 4059IP attendant remains in the catalogue till the 4059EE can replace it in all the cases (languages, support of keyboard for visually disabled operator, etc).
3. ARCHITECTURE
The Alcatel 4059EE Attendant application runs on a PC connected through the IP network to the OmniPCX Enterprise Communication Server. The application runs on Microsoft Windows XP or Windows Seven operating system environment, 32 or 64 bits. The 4059EE application works either with the dedicated attendant keyboard (with specific call handling keys and leds) or with a standard PC keyboard. Important note: on the first version of the 4059EE, the dedicated keyboard is only supported on a 32 bits operating system. The PC running the application has to be associated with a telephone set (legacy or IP hard-phone or softphone). The 4959EE application relies on ABC-A protocol and Web Services to communicate with OXE and MyTeamwork. Several attendant positions can be connected to an OXE, one instance of the A4059EE application has to be installed on each PC.
If there are several attendants, they must be part of attendant groups. The maximum number of attendants in an attendant group depends on the OXE product software version. The attendants within a group can use different sets/consoles, but all the terminals of the group must be on the same node. An attendant terminal can only belong to one group. When the attendant is logged-on, the set is used for the audio (voice communications), all displays and icons are on the PC Graphical User Interface, all phone sets keys are disabled. When the 4059EE Attendant Application is logged-off, or when 4059 IP application is not running, the associated phone set can be used as a business set. In case of failure on the PC or loss of IP network connection, night service or overflow solution can be managed for the phone set.
Each Attendant key corresponds to a specific function. A LED is associated with each keyboard key dedicated to call handling. A lit LED informs the attendant that the corresponding key is available for any operation. There are also several leds providing information about the attendant or the OXE.
4.1.
The specific telephony keys offer following call handling functions: Open the personal directory of the console Release: ends the attendant intervention on a call Answer an internal call Redial a number from the list of the last outgoing calls Broker call Place on hold/transfer: places a call on hold (or transfers a call) Cancel the consultation call : returns to the main call Call : calls the selected set Answer an external call : displays the list of incoming calls External trunk : displays the list of calls routed or placed on hold
4.2.
SPECIFIC LEDS
The specific LEDs provide information on the operator or OXE status: Night forwarding Trunk reservation, Mail, System message Auto answer Auto transfer
4.3.
The 4059EE is compatible with the UnitedVision equipment for visually impaired users. Please refer to Alcatel-Lucent Application Partners Program web site for details.
5. GRAPHICAL INTERFACE
The 4059EE provides a brand-new Graphical User Interface.
The user interface screen is split in four main parts: The call handling area The call queues area The busy Lamp Field The status bar
5.1.
The call handling area provides all available information about the current call : Calling number & name including fwd & association states Entity Device state Call state Call condition, characteristics and user data (i.e. fwd to text info, billing...) User presence information (MyTeamwork presence) User calendar information (refer to
5.2.
The call queues area displays two or three queues, according to operators preference (OXE settings). Two queues display : The Incoming calls queue is positioned to the left. It displays the calls waiting to be answered The CampOn queue, positioned to the right, for transfered and parked calls Three queues display : The Incoming calls queue is always visible and positioned to the left. It displays the calls waiting to be answered The Routing queue, labelled Camped on calls, for transfered calls, positioned in the middle The Holding queue, labelled Parked calls, showing individually parked calls, positioned to the right
5.3.
This area provides the operator with presence and status information for a set of devices or trunks, using supervision icons. Extensions, trunk groups and trunk lines can be monitored. The status is depicted using a combination of icons graphics and icons coulor, a ToolTip is shown when hovering over a device, displaying textual description of the current status.
Basically, following status are displayed : Device : free, out of service, unreachable, Do not Disturb status, busy, absence Attendant : free, out of service, busy, logged on or off, absent Fax : available, busy, out of service Trunks : free, busy, out of service The status can be enhanced with IM presence, when My Teamwork is available and running. The Busy Lamp Field area can be organized according to operators preferences : Icons can be placed anywhere within the area using the mouse, operator can add a label to an icon The BLF area can be split in several tabs, the tabs names are defined by the operator. An extension can be monitored in several tabs Detailed supervision is only available for a device located on the same node as the attendant.
5.4.
STATUS BAR
The status bar, placed on the bottom of the window, indicates the overall status of the application. Following information is shown : Operator state; Unplugged, Plugged In & Timed Out. Current group status, Night, Day, Fwd1 & Fwd2 Handsfree status, crossed over = handfree Mute status, crossed over = muted Speaker status, filled in = speaker active Current volume Auto answer, active/inactive Auto transfer, active/inactive Guide mode, active/inactive Service mode, active/inactive System message, active/inactive User message, active/inactive Trunk reservation, active/inactive Keyboard type, standard or ALU USB OXE connection state, OK/KO
On the right of the status bar, the call waiting counters display the number of incoming calls per state (normal, medium, urgent).
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5.5.
CALL BY NAME
A text input bar is located just above the call queues. It is used for dialing of for call by name. Usage is following : first enter the information, then request for an action. Type a number and press the [ENTER] key for direct dialing. Type a name, surname, initials, number and press [Shift]+[ENTER] for call by name. The call by name works as follows : J D will search for the initials J and D 1234 will search for mcdu 1234 Doe will search for surname Doe Basically, when 4059EE option Search by first name first is set to True. First entered word is considered a first name, all subsequent words are considered a surname. In case of a composed first name, a separator (,) must be used between first name and surname. Search by "John van Doe" results in first name "John" and last name "van Doe". Search by "John Anders, van Doe" results in first name "John Anders" and last name "van Doe". When 4059EE option Search by first name first is set to False. All words entered except the last are considered a surname, last word is the first name. In case of a composed surname, a separator (,) must be used between surname and first name. Search by "van Doe John" results in first name "John" and last name "van Doe". Search by "van Doe, John Anders" results in first name "John Anders" and last name "van Doe".
5.6.
PHONE LISTS
Three phone lists are available : The 20 most recent dialed numbers are stored in the RECENT list Up to 40 numbers can be saved in the SAVED list The last 40 calls are saved in the CALL LOG
5.7.
Just above the status bar, two tool bars with dynamic softkeys are displayed.
The upper one contains six soft keys which are dynamically updated and change function according to the current call state. The proposed features can be triggered either by mouse click or by pressing the corresponding S1 to S6 key on the dedicated keyboard. On a standard PC keyboard, the S1 to S6 keys are replaced by [shift]+F1 to [shift]+F6 keys. The lower bar exposes the F1 to F12 keys. Active state is indicated by bold font.
8. LANGUAGES
The 4059EE supports the following languages: English French German
10. INSTALLATION
The 4059EE software is delivered on a DVD which includes the installation wizard, the 4059EE application itself, the keyboard driver and the pre-requisites (.NET framework) for an installation on top of an already installed windows operating system. At first launch, the 4059EE application runs the Settings Manager, requesting for all information needed by the application like the IP address of the PBX, the attendants directory number and languages. All parameters a stored on the PC and dont need to be re -entered after a version upgrade.
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