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 Basic Express CA Supervisor CA Pro 1-1 CA Operator Console Overview (1) For General Offices For 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 Operator Console 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: 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 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 Operator Console 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 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 Operator Console 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 changes depending 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

マスタ タイトルの書式設定 Caller 2-3 Drag & Drop Feature (2) 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

2-3 Drag & Drop Feature (3) 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.

マスタ タイトルの書式設定 Staff member 2-3 Drag & Drop Feature (4) 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 the Parked 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. 2-4 Outside Line Group Feature (1) " Outside Line Group Feature" Operation Flow

マスタ タイトルの書式設定 Boss Agent 5. On CALL 4. On CALL (Proxy) 1. Outgoing Call Request Other Party Outside Line Group Screen 2. Open the screen, and select an idle line. 2-4 Outside Line Group Feature (2) " Outside Line Group Feature" Handling Flow 3. Make a call using “Call” button.

マスタ タイトルの書式設定 TDE/NCP Guest Room 101 Guest Room 102 Check Out (Vacant Room) CA Operator Console Incoming Call Call for a hotel guest 2-5 Hotel Usage Main Reception Functions and Composition Example Wake-up Call Set 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 Room 102 Next Requested in Advance 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

マスタ タイトルの書式設定 Extension Setting Feature (2) 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. Reception Guest Room 102 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 Place the cursor on the extension that you want to set an "Extension Lock" for. 2.Click the "Extension Lock" button. 2-6 Extension Setting Feature (3) Extension Lock/Unlock Reception Guest Room 102 Check Out The guest room’s telephone is locked.

Guest Room Extension Setting Feature (4) Reception Check In When the extension is set to "Lock", this button changes to "Extension Unlock". Click this button to unlock the "Lock". The guest room’s telephone 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 Room Click the "Absent Message" button. 1.Place the cursor on the extension that you want to set an "Absent Message" for. 2-6 Extension Setting Feature (5) Setting/Clearing Absent Messages Reception Call to a guest room

2-6 Extension Setting Feature (6) 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 Room 103 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 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) 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

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