alcatel-lucent 4059 extended edition attendant...

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8AL020030003DEASA Ed02

ALCATEL-LUCENT 4059 Extended Edition Attendant Console Product description

2/13 - 8AL020030003DEASA –Ed01 All rights reserved © 2010Alcatel-Lucent

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” (product‟s long form). Short form “OmniPCX Enterprise” is used in this document for “Alcatel-Lucent OmniPCX Enterprise Communication Server” (product‟s long form).

Alcatel OmniVista 4760 R2.1 Product description Ref: 8AL020043167DRASA

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TABLE OF CONTENT

1. INTRODUCTION ................................................................................. 4

2. A4059EE VALUE PROPOSITIONS: ............................................................. 4

3. ARCHITECTURE ................................................................................. 5

4. ATTENDANT CONSOLE DEDICATED KEYBOARD ............................................. 5

4.1. CALL HANDLING KEYS .............................................................................................. 6

4.2. SPECIFIC LEDS ....................................................................................................... 6

4.3. TERMINAL FOR VISUALLY IMPAIRED USERS ..................................................................... 6

5. GRAPHICAL INTERFACE ........................................................................ 7

5.1. CALL HANDLING AREA .............................................................................................. 7

5.2. CALL QUEUES AREA ................................................................................................. 8

5.3. THE « BUSY LAMP FIELD » AREA .................................................................................. 8

5.4. STATUS BAR .......................................................................................................... 9

5.5. CALL BY NAME ..................................................................................................... 10

5.6. PHONE LISTS ....................................................................................................... 10

5.7. S BUTTONS AND FUNCTION KEYS ............................................................................... 10

6. CALL ROUTING FEATURES .................................................................... 11

7. LANGUAGES .................................................................................... 11

8. MINIMUM HARDWARE CONFIGURATION ..................................................... 12

9. INSTALLATION ................................................................................. 12

10. 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).

2. A4059EE VALUE PROPOSITIONS:

Efficient calls management

The 4059 Extended Edition Attendant application is intended to replace the 4059IP application. The first version of the 4059EE proposes already the same call management features as the 4059IP. The further versions will include some enhancements needed for a complete 4059 replacement, like additional languages and support of interfaces for visually disabled users. The 4059EE attendant is a powerful tool for high efficient calls management. All major actions can be performed very rapidly without the mouse, using the functions keys and key combinations on a standard PC keyboard or the dedicated function and telephonic keys on the Alcatel-Lucent attendant keyboard. The ergonomics of this dedicated keyboard allows even an occasional operator or a beginner to handle calls efficiently.

Up-to-date graphical user interface

The most visible difference with the 4059IP is the fresh Graphical User Interface. It is a modern and up-to-date GUI able to provide more information as the 4059IP on less space. No additional screen is needed anymore to display a large number of supervision icons (BLF).

Ready for UC features The software architecture and the Graphical User Interface are ready to integrate UC features. The first version shows already the MyTeamwork presence for a user. Further versions, among other enhancements, will be able to display calendar presence.

Familiar to 4059 users A 4059 experienced user can very easily swap to the 4059EE, without any heavy training. As call management principles remain the same and the dedicated keyboard is still available, in most situations, only a few hours are needed to read the user‟s guide and to become familiar with the new interface and fully efficient.


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 soft-phone). 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 set‟s 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.

4. ATTENDANT CONSOLE DEDICATED KEYBOARD

The 4059EE attendant console is able to work either with a standard PC keyboard or the dedicated Attendant keyboard.

• Alcatel-Lucent recommends using the later, which provides a user-friendly ergonomics allowing very efficient calls management.

The Attendant keyboard has additional keys, dedicated for call handling and other telephone functions. These keys are used for immediate call handling, even when using another application


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. CALL HANDLING KEYS

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. TERMINAL FOR VISUALLY IMPAIRED USERS

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. CALL HANDLING AREA

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 Additional Feature pack paragraph)


5.2. CALL QUEUES AREA

The call queues area displays two or three queues, according to operator‟s 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. THE « BUSY LAMP FIELD » AREA

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 icon‟s graphics and icon‟s 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 operator‟s 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).


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. S BUTTONS AND FUNCTION KEYS


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.

6. CALL ROUTING FEATURES

During telephony states, additional functions can be used for the following operations:

• Chained Call Routing with chained release allows the attendant to transfer an external call to an internal set. The external party is rerouted to the attendant set as soon as the internal user has on-hooked. The same call can therefore be routed to several sets in succession.

• Charged Call During the routing of an external outgoing call to an internal user, the charged release activates the call back to the attendant set when the internal set on-hooks. Answering the call back displays the identity of the set and the number of charge units charged to this set.

• Release Control During the routing of an external call to a busy internal set, the attendant can put the call on hold with release control. When the internal user on-hooks, their set is not rung, but the external call returns to the attendant set. The attendant can then route it to the called user.

• Forwarding between attendants The attendant can forward an internal or external call to another attendant (or attendant group) whose set is in service and available. The attendant can thus successively route the same call to several user sets.

• Voice frequency/DTMF. Also called transparent dialling, or over-dialling (DTMF), this function is used to resend additional dialling to the same party on the line.

• Record the current conversation.

• Malicious call (not available in the USA). Indicates a malicious call, to the system administrator for an internal call, or to the telephone operator for external calls. Note: For external calls to be indicated as malicious, you must have a subscription for this service with the telephone operator.

7. ADDITIONAL FEATURE PACK

An additional feature pack provides presence management features for the 4059EE, including calendar integration (Groupwise, Firstclass, Microsoft Exchange and Lotus Domino) and visit management. At the moment, this feature pack is only available at Alcatel-Lucent Application partner SourceTech. Please refer to the AAPP web site for details.

8. LANGUAGES

The 4059EE supports the following languages: • English

• French

• German


• Swedish

• Norwegian

• Dutch for Nederland

• Portuguese

• Danish

• Italian

9. MINIMUM HARDWARE CONFIGURATION

CPU: Intel Pentium 1.5 GHz or equivalent Memory: Minimum 2 GB RAM Hard Disk: Minimum 4 GB available Ethernet IPv4 100 | 1000 Mb/s Graphics: Minimum 1280 * 1024 resolution with true color graphics card Microsoft Windows XP SP3 or Windows 7, x32 bits or x64bits, with dedicated attendant keyboard or standard PC keyboard Microsoft .NET Framework 3.5 SP1

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 attendant‟s directory number and languages. All parameters a stored on the PC and don‟t need to be re-entered after a version upgrade.

11. DIAGNOSTIC ORIENTED LOG FILES

The application logfiles are located at: ”\ProgramData\Alcatel-Lucent\Logs\4059EE\” and uses a rotating schema allowing up to 11 logs, one active and 10 historic, of 1Mb each. 4059EE.log is allways the current log file, the others are named 4059EE.1.log to 4059EE.10.log where 4059EE.10.log is the oldest one.


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