CA Operator Console Communication Assistant Version4.

CA Operator Console

Communication Assistant Version4

Introduction

This document explains the CTI application CA Operator Console, which can be used with TDE and NCP series PBXs, and is composed of the following chapters.

Chapter 1 CA Operator Console Overview Chapter 2 CA Operator Console Features Chapter 3 Installation

As a result of this course, participants will gain a general understanding of CA Operator Console, as well as learn about the main features and main settings of CA.

For further information about feature implementation and specifications, refer to the following manual.　 "Quick Reference Guide"

Chapter 1 CA Operator Console Overview 1-1 CA Operator Console Overview 1-2 Main On-screen Operations

Chapter 2 CA Operator Console Features 2-1 Office Usage 2-2 Call Management Feature 　 2-3 Drag & Drop Feature 2-4 Outside Line Group Feature 2-5 Hotel Usage 2-6 Extension Setting Feature

Chapter 3 Installation 3-1 PBX Settings

Table of Contents

Chapter 1

CA Operator Console Overview

マスタタイトルの書式設定

CA BasicExpress

CA SupervisorCA Pro

1-1 CA Operator Console Overview (1)

For General OfficesFor Call Centres

(Contact Centres)

CA Lineup Consists of the Following 4 Modes.

CA Operator Console

For Agents(Operator)

We will explain the CA Operator Console.This document explain

"Server-less mode (PBX mode)" of CA.

マスタタイトルの書式設定1-1 CA Operator Console Overview (2)

Agent

CA OperatorConsole

By using the "CA Operator Console", agents can respond to several calls at once.

Example of a Typical Agent Using the CA Operator Console

Call Centre (Contact Centre)

TDE/NCP

Incoming Call

マスタタイトルの書式設定1-1 CA Operator Console Overview (3)

Main Window

2.Drag & Drop Feature "Automatic Unscreened Transfer" and "Call Parking" can easily be performed. ->Maximum number of "Call Parking" calls: 100

1.Call Management Feature By using the "Arriving Screen", agents can respond to multiple "Incoming“ and "Outgoing" calls. ->Maximum number of "calls" that can be responded to: 10

3.Extension Setting Feature Setting or removing the "Wake up Call" and other operations can be performed. 　

Agents can efficiently respond to calls with the application screen.

1

Arriving Screen

Drag & Drop

2

Contact List

Call Park Screen

3

An Overview of the Main Features of the CA Operator Console

Benefits of Using CA Operator Console.

マスタタイトルの書式設定1-2 Main On-screen Operations

Main Window

Call Park Screen

Arriving Screen

1

3

2

Main Displays and Button Operations in the Main Window

3.Switching to small screen - Click this button to switch to half screen.

1.Status of the "Incoming / Outgoing Call" The response status of multiple "Incoming Calls“ and "Outgoing Calls“ is displayed in the "Arriving Screen".

2.Enlarging the "Arriving Screen" display By clicking this button, the area of the "Arriving“ screen expands, and the "Call Park" screen closes.

This Chapter is now complete.

Go to Next Chapter.

Chapter 2

CA Operator Console Features

マスタタイトルの書式設定2-1 Office Usage(1)

TDE/NCP

CA Pro

CA Pro

CA OperatorConsole

Transfer /Hold

2.Calls can be transferred and put on hold efficiently, and multiple calls can be responded to simultaneously. 　

Staff member A

Staff member B

Staff member C

Agent

Boss

Main Agent Functions and Composition Example

Incoming Call

Incoming Call

1.Multiple "Incoming" calls can be responded to.

マスタタイトルの書式設定2-1 Office Usage(2)

CA Pro

Outgoing Call Request

CA OperatorConsole

Boss

Main Agent Functions and Composition Example

TDE/NCP

Outgoing Call

3.While confirming the status of the "CO line Group", the agent make calls on behalf of other staff.

Staff member A

Agent

Main Window

->While viewing the duration, you can decide what action to take next. For example, while viewing the duration, if the transfer destination does not respond, you can return to the call with the caller.

2-2 Call Management Feature

Arriving Screen

Maximum number of "calls" that can be responded to: 10

The "Arriving Screen" is used to respond to multiple calls and for call management.

Arriving Screen 　

1."Hold"/"Transfer" status example : holding the calling party

: calling the destination

2."Communication" status example

3."Incoming“ calls status example

4.Display the "Duration".

This display area changesdepending on the status.

2-3 Drag & Drop Feature (1)

1.Answer the call and talk.

With "Automatic unscreened transfer", calls transfers can be efficiently handled.

2.In the call status, "Drag & Drop" the call into the "Contact List" of the staff member that you want to transfer the call to. At this time, the status of the "Call" is "Hold".

3.If the transfer destination answers, the agent explains the "caller's information". If the transfer destination does not answer, you can return to the call with the caller by clicking the "Retrieve the Call“ button. 　　　

4.The agent clicks the "Hang up" button. The transfer destination (staff member) and the caller talk.

"Automatic Unscreened Transfer" Operation Flow


Caller


2. Transfer(Drag &Drop)

Contact List

Arriving Screen

Agent

4. On CALL

1. On CALL 2. Drag & Drop

* As soon as “Automatic unscreened transfers” are made, the agent releases the call.* In order to perform “Automatic unscreened transfers”, it is necessary to configure on the option menu of CA Operator Console.

"Automatic Unscreened Transfer" Handling Flow

2. On Hold

3. Answer

Staff member


1.Answer the call and talk.

4.By using the "Call Parking Special Number", call recipients can retrieve calls that are on hold and talk to the callers. Handling: Press the "Call Parking Special Number + Call Parking Number" in order. In this example " ＊ ", "5", "2", "0", "0". 　　

2.In the call status, "Drag & Drop" the call into the "Call Park" screen. The call will be held in the "Park Number" that it was dropped into. At this time, the status of the "Call" is "Hold". In this example "Holding Number 0". 　　　

3.Page the call recipient to answer "Holding Number 0". Paging is effective when you need to notify staff members of calls in large work

　　　 spaces such as factories. 　

"Call Parking" Operation Flow

Maximum number of "Call Parking" calls: 100

The "Call Park" screen is used when putting calls on hold or pooling calls.


Staff member


Agent

5. On CALL

1. On CALL

Caller 2. Call Parking (Drag &Drop)

Paging is effective when you need to notify staff members of calls in large work spaces such as factories.

Call Park Screen

2. Drag & Drop

3. Paging

"Call Parking" Handling Flow

4. Retrieve theParked call

1.After receiving an outgoing call request, the Agent opens the screen.

2-4 Outside Line Group Feature (1)

3.Click the "Call" button.

4.The Agent contacts the other party to be called, and uses 　 the "Automatic unscreened transfer" to connect to the boss.

The "CO line" status can be confirmed and calls can be made with the "Outside Line Group" screen.

2.Confirm the "CO line" status, and double-click the "CO line“ that you want to select. At this time, the specified "CO line" number is automatically entered in the "Search /Dial". Next enter the "telephone number" you were asked to call. 　　


"Outside Line Group Feature" Operation Flow


Boss

Agent

5. On CALL

4. On CALL (Proxy)

1. Outgoing Call Request 　

Other Party

Outside LineGroup Screen

2. Open the screen, and select an idle line.


"Outside Line Group Feature" Handling Flow

3. Make a call using “Call” button.


TDE/NCP

Guest Room 101

Guest Room 102

Check Out(Vacant Room)

CA OperatorConsole

Incoming Call

Call for a hotel guest

2-5 Hotel Usage

Main Reception Functions and Composition Example

Wake-up CallSet Request

1.Wake-up calls can be set /cancelled.

Reception

2.Use of the guest rooms 　 telephone can be locked / unlocked.

Enter the message

3.Messages can be set /cancelled. ->The Front can confirm the room status and pass on a message to the guest.

マスタタイトルの書式設定 A "wake-up call" can be set for each extension (guest room).　 Setting Contents: Time/Daily Setting (Once or Daily)

Guest Room102

Next

Requested in Advance

009101

102

103

102

101

103

009

104104

2.Click the "Wake Up Call" button.

2-6 Extension Setting Feature (1)

Setting a Wake-up Call

1.Place the cursor on the extension that you want to set a "wake up call" for.

Reception


009

101

102

009

101

102


Setting a Wake-up Call

A "wake-up call" can be set for each extension (guest room).　 Setting Contents: Time/Daily Setting (Once or Daily)

3.Check 　 "Wake Up Call".

4.After setting the "Time/Daily Setting", click OK.

ReceptionGuest Room102

A wake-up call is set.

"Extension Lock" can be set for each extension (guest room).　 For example, you can lock the phone in a room that a guest checked out from.

Next

104

102

103

102

103104

1.Place the cursor on the extension that you want to set an "Extension Lock" for.

2.Click the "Extension Lock" button.


Extension Lock/Unlock

ReceptionGuest Room102

Check Out

102

103102103The guest room’s

telephone is locked.

Guest Room103

102103

104

103

104

102


Reception

Check In

102103104

103104

102

3.When the extension is set to "Lock", this button changes to "Extension Unlock". Click this button to unlock the "Lock". 　　　　

The guest room’stelephone is unlocked.

Extension Lock/Unlock

"Extension Unlock" can be set for each extension (guest room). For example, you can unlock the phone in a room that a guest checked in to.

"Absent Message" can be set/cleared for each extension (guest room). For example the reception can set a message to be left for people calling guests when they are out of their rooms.

Next Not in the room

Guest Room103

101102

103 103

102101

2. Click the "Absent Message" button.

1.Place the cursor on the extension that you want to set an "Absent Message" for.


Setting/Clearing Absent Messages

Reception

Call to a guest room


Setting/Clearing Absent Messages

"Absent Message" can be set/cleared for each extension (guest room). For example the reception can set a message to be left for people calling guests when they are out of their rooms.

Not in the room

Guest Room103

Reception

Call to a guest room

ﾚ

Call Back office

3.Check "Absent Message", enter the message to be displayed within 16 characters, and then click OK.

101

102

103 103

102

101

Call

Contact List[101][102]

[103] Call Back office

4.The message will be displayed in the "Contact list".

This Chapter is now complete.

Go to Next Chapter.

Chapter 3

Installation

3-1 PBX Setting (CA Operator Console)

2.7.1 COS Settings / Manager

The "Manager" setting is needed in order for the agent to be able to change the extension settings of extensions other than their own with the "Extension Setting" feature of the "CA Operator Console". Features that can be used: "Set a wake up call", "Extension Lock /Unlock" etc.

When using with the “Agent Manager":Disable -> Enable

*For information about the installation procedure, refer to chapter 3 of the CA Pro & Basic Express document. User PC Setting etc. 　

Necessary PBX Settings in Order to Use the CA Operator Console

Thank you !The END

CA Operator Console Communication Assistant Version4.

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Transcript of CA Operator Console Communication Assistant Version4.