Comdial GCA70-355 User manual

Impact Attendant for Windows
PC Attendant’s Console User’s Guide
for DXP, DXP Plus, FXS, and FXT
GCA70–355.02 07/99
printed in U.S.A.

Comdial®strives to design the features in our communications
systems to be fully interactive with one another. However, this is not
always possible, as the combinations of accessories and features are
too varied and extensive to insure total feature compatibility.
Accordingly, some features identified in this publication will not
operate if some other feature is activated. Comdial disclaims all
liability relating to feature non-compatibility or associated in any
way with problems which may be encountered by incompatible
features. Notwithstanding anything contained in this publication to
the contrary, Comdial makes no representation herein as to the
compatibility of features.
Issued: 2/12/97

Contents
1 Introducing Impact Attendant .....................................1–1
Using This Guide ............................................................1–1
Describing Impact Attendant ...................................................1–1
Starting The Program .........................................................1–2
Understanding Some Special Terms..............................................1–3
Detailing The Impact Attendant View ............................................1–4
Locating The Drop-Down Menus..................................................1–4
Locating The Tool Bar ..........................................................1–4
Describing The Station Status Icons ................................................1–5
Explaining The Selection Tabs ....................................................1–5
Detailing the Call Displays .......................................................1–6
Setting The System Configurations ..............................................1–8
Using The Keyboard..........................................................1–9
Using The Mouse ...........................................................1–10
2 Using Impact Attendant...........................................2–1
Using Impact Attendant To Handle Calls..........................................2–1
Answering Calls ...............................................................2–1
Holding Calls..................................................................2–2
Parking And Retrieving Parked Calls ...............................................2–2
Transferring Calls ..............................................................2–3
Paging Other Stations ...........................................................2–4
Conferencing Calls .............................................................2–4
Taking Messages...............................................................2–5
Dialing Calls ..................................................................2–5
Hanging Up Calls ..............................................................2–6
Forwarding Calls...............................................................2–7
Using Special-Purpose Impact Attendant Features...................................2–8
Selecting The Operating Mode ....................................................2–8
Tagging A Call ...............................................................2–10
Contents – 1
Impact Attendant User's Guide GCA70–355

Creating Line Greetings ........................................................2–11
Creating Personal Groups .......................................................2–11
Entering The System Speed Dial Numbers..........................................2–11
Setting The System Time and Date................................................2–12
Modifying The Directory .......................................................2–12
Making A Personal Directory ....................................................2–12
Sending Messages.............................................................2–13
Using The Tracker Pager........................................................2–14
View the System Call History....................................................2–16
Using The Diagnostics .......................................................2–17
Index.......................................................Index–1
2 – Contents
GCA70–355 Impact Attendant User's Guide

Introducing Impact Attendant
Using This Guide
This user’s guide contains two sections.
Section 1, Introducing Impact Attendant, helps you to become familiar with the software’s basic features and
startup requirements.
Section 2, Using Impact Attendant, provides basic call handling details and discusses the special purpose features
that you can employ.
Describing Impact Attendant
Impact Attendant is software that runs on a personal computer and works in conduction with a digital
communications system. Impact Attendant allows you to handle a large volume of call traffic in a short period of
time. With this software, you have control of the system and the telephone stations that are a part of it. Among the
many features that Impact Attendant makes available to you are the following items:
•real-time status updates of telephone activity,
•access to system-wide features such as Park Orbits, SOHVA, and Serial Transfer,
•full keyboard and mouse interfaces (Impact Group uses a special-purpose keyboard and avoids any conflict
with standard Windows® keyboard commands),
•call history reports for all stations on the system.
Windows is a registered trademark of Microsoft Corporation, Redmond, WA.
Introducing Impact Attendant 1 – 1
Impact Attendant User's Guide GCA70–355
1

Starting The Program
Impact Attendant will start automatically when your turn the computer on. If the program does not start
automatically, you can start it by:
•clicking Start/Programs/Impact Attendant.
—OR—
•if there is an Impact Attendant icon on your desktop, double-click on it.
Once Impact Attendant is running, the main window appears:
1 – 2 Introducing Impact Attendant
GCA70–355 Impact Attendant User's Guide

Understanding Some Special Terms
There are a few specialized terms sprinkled through this publication. The following list defines a few of the more
common terms that you may encounter.
Answer
answering the currently ringing call
Both
establishing a conference between Impact Attendant, the current call, and the last call put on hold
Conference
joining stations together on a call—conference capacity can be as large as permitted by the communications
system
I.D.
text attached to calls so that you can remember its details if call returns to you
Overflow
incoming calls that the system directs to an overflow attendant during peak activity. These calls ring at both
stations simultaneously.
Page
making general announcements using system telephones as paging devices
Park
placing or picking up calls from any of 90 park orbits
Pick
answering calls that ring at any other extension
Release
another term for hanging up on a call
Serial Transfer
call being transferred through a series of stations—useful if a caller wants to talk to several stations during the
course of a call
Split
switching between the current call and the last call on hold—the previously active call goes on hold
Silent
stops the attendant station from ringing—silenced calls are still answerable and this condition is canceled when
the next call rings
Tap
retrieving the last call that was placed on hold, transferred, or parked
Introducing Impact Attendant 1 – 3
Impact Attendant User's Guide GCA70–355

Detailing The Impact Attendant View
The main Impact Attendant window provides an overview of the activity on the digital communications system.
Locating The Drop-Down Menus
The drop-down menus drop down as you click on them to provide commands that you can select. Some of the
drop-down menu actions are unique while others duplicate actions such as clicking a tool from the tool bar or
clicking directly on a station selection.
Locating The Tool Bar
As with the drop-down menus, the tool bar buttons provide commands that activate when you click on
them—some unique and some duplicating actions that you can do with different techniques. The tools identify
their actions as you move the cursor across them.
1 – 4 Introducing Impact Attendant
GCA70–355 Impact Attendant User's Guide
Drop-Down Menus
Tool Bar
Station Status Icons Selection Tabs
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Describing The Station Status Icons
The icons indicate the operation of the stations. You can click the views tool from the tool bar to show the icons
in small or large format. Icon definitions are detailed in the following.
Telephone Operation State Telephone Icon Color Handset Icon
Color and Position
On Hook Black Black
Do Not Disturb Black with red slashed circle Black
Off Hook Black Black—lifted over telephone icon
Calling Black Yellow—lifted over telephone icon
Ringing Dark Blue Light Blue
Connected Green Green—lifted over telephone icon
Message Waiting Black with red light showing Black
On Hold Black Red—lifted over telephone icon
Out of Service Gray Gray
Explaining The Selection Tabs
The different tabs on the main screen allow you to view different selections of stations. The names and stations
shown in the checklist are the names entered by the installers as they program the digital communications system.
The following table details the selection categories:
Tab Category Selection
All Phones Shows all system stations and their current operation state
Active Calls Shows all system stations currently on a call
Lines Shows all system stations currently on outside lines
Personal Groups Shows system stations that you have grouped together using the Options/Groups
task menu or the Set Config Options tool.
Introducing Impact Attendant 1 – 5
Impact Attendant User's Guide GCA70–355

Detailing the Call Displays
This paragraph describes how Impact Attendant For Windows presents calls for your viewing.
Current Calls Display
The current calls display shows all calls associated with the attendant position and presents the following items:
•all current calls, both active and on hold,
•the line or extension that a call is on, and whether the call is alerting, connected, on hold, conferenced, and
so forth.
You can highlight the call to be connected when you press the Answer key (if several calls are ringing at once,
you may change the focus to highlight one of the other calls).
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GCA70–355 Impact Attendant User's Guide
Current Calls Display Active Calls Display Status Display
Stations and Lines Display
menu3