Communication Assistant Version4 CA Pro & CA Basic Express Introduction This document explains the CTI applications CA Pro and CA Basic Express, which can be used with TDE and NCP series PBXs, and is composed of the following chapters. Chapter 1 CA Series Overview Chapter 2 CA Pro and CA Basic Express Features Chapter 3 Installation As a result of this course, participants will gain a general understanding of CA Pro and CA Basic Express, as well as learn about the main features and main settings of CA Pro and CA Basic Express. For further information about feature implementation and specifications, refer to the following manuals. "Quick Reference Guide" • Microsoft, Internet Explorer, Outlook, Windows, Windows XP, Windows Vista, and Windows 7 are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries. • Intel, Celeron, Pentium, Core 2 Duo are trademarks of Intel Corporation in the U.S. and other countries. • All other trademarks identified here in are the property of their respective owners. • Microsoft product screen shots reprinted with permission from Microsoft Corporation. Table of Contents (1) Chapter 1 CA Series Overview 1-1 What is CA ? 1-2 CA Client Lineup 1-3 Useful Features 1-4 IP Softphone Overview 1-5 Features of Each CA Client Mode 1-6 Server Mode Overview 1-7 Pre-installed Activation Keys 1-8 Main Differences Between CA Client Modes Chapter 2 CA Pro & CA Basic Express Features 2-1 CA Pro/CA Basic Express Overview 2-2 System Specification Differences 2-3 Screen Interface 2-4 Main Operations 2-5 Contact List Area 2-6 Outgoing Call Feature 2-7 Incoming Call Feature 2-8 Call History Feature 2-9 Write Memo Feature 2-10 Chat Feature 2-11 Optional Feature 2-12 Conference Feature 目次 1-7 Table of Contents (2) Chapter 3 Installation (Server-less Mode (PBX Mode)) 3-1 CA Installation 3-2 PBX Settings 3-3 User PC Settings 3-4 PC System Requirements Chapter 1 CA Series Overview 1-1 What is CA ? CA is an Application that Allows Unified Communication, etc.. Benefits of Using CA Improves workflow and efficiency through improved telephone operation. Operator statistics can be used to understand current communications performance and to plan future expansion (for call centres, etc.). TDE/NCP For Call Centers Incoming Call Customer Outgoing Call For General Offices For Agents 1-2 CA Client Lineup The CA Lineup Consists of the Following 4 Modes. For General Offices CA Basic Express CA Pro For Agents (Operator) For Call Centres (Contact Centres) CA Operator Console CA Supervisor The Base of “CA Operator Console” and “CA Supervisor”. This document explain "Server-less mode (PBX mode)" of CA. 1-3 Useful Features (Linking CA and PT) Simple Image of CA Pro and the PT Operation Call is received by both the PC and the PT. PC: CA Pro pops up. PT: Rings. Call can be answered using CA or the PT. Conversation takes place using the PT. 1.Incoming Call: Both PC and PT receive the call. 2.Answering: Both CA and PT can answer the call. TDE/NCP Incoming Call Customer LAN 3.Talking: Use the PT for talking. 1-3 Useful Features (Linking CA and IP Softphone) Simple Image of CA Pro and IP Softphone Operation Call is received by CA. PC: CA Pro pops up. Call can be answered using CA. Conversation takes place using the IP Softphone. 1.Incoming Call: CA pops up. 2.Answering: CA can answer the call. TDE/NCP Linked to CA Incoming Call Customer LAN 3.Talking: Use the IP Softphone for talking. 1-4 IP Softphone Overview An IP Softphone Functions in the Same Way as a PT (IP-PT or DPT). Requirements for usage: The PC must be running in order to use it as a telephone. An activation key is required. A headset is required to talk. (Some PC have speaker and microphone.) 1.IP softphone pops up on the PC's screen when a call is received. IP Softphone Click to switch to small size. TDE/NCP Incoming Call Customer LAN 2.Click the receiver or the [SP-PHONE] button to answer a call. Small Size Screen 1-5 Features of Each CA Client Mode(1) CA Pro / CA Basic Express Applications for Agents in a Typical Office or Call Centre. 1. It's easy to contact the desired party. Dial manually using the PC, call from the phonebook, chat, etc.. 2. You can use the pop-up feature to make or answer calls. When making a call, the other party's phone number information, etc.. When receiving a call, image information, etc.. 3. The presence feature makes it easy to confirm status of group members and therefore approach more efficiently. 4. Features can be set easily. Changing status, FWD setting, etc.. Except for max. specs and status icon display, CA Basic Express is mostly the same as CA Pro. 1-5 Features of Each CA Client Mode(2) CA Operator Console An Application for Operators / Receptionists (front desk, etc.). 1. The Drag & Drop feature makes transfer and call parking easy, making customer call handling more efficient. 2. Status of received and parked calls are displayed in the Arriving screen, allowing a single operator to handle multiple calls. 3. Various extension settings can be set. Set a wake-up call Set and clear the absent message, etc. 4. You can confirm available lines before seizing an outside line, making it easy to use available lines efficiently. 1-5 Features of Each CA Client Mode(3) CA Supervisor An Application for call centre supervisors. 1. Supervise customer call handling by monitoring in real time the number of calls waiting and the longest wait time. 2. Monitor agent status and control Login and Logout. 3. Support agents who need help with difficult customer calls. Monitor a conversation (Listen-in) Listen in and Chat to agent to provide advice. Take over a call (Busy Override), etc. 4. Manage the performance of all agents in a group (Group Call Report). 1-6 Server Mode Overview Main Features of CA Server Mode The main features are as follows. You can confirm the status of members in other areas over the network. You can perform remote maintenance on CA applications. The main differences with Server-less mode (PBX mode) are as follows. Maximum number of CA users. Networking features can be used. CA Server mode image TDE CA Server LAN IP-Network One CA V3 or later Server can cover up to 4 PBXs. For detail, refer to the CA Server part. NCP Transfer calls over network Monitor presence over network Chat over Network LAN 1-7 Preinstalled Activation Keys Free Mode (CA Basic Express) / Trial Mode (CA Pro and Operator Console) Free Mode (CA Basic Express) When the number of users (initial configuration) shown in table 1 under "Number of Free CA Basic Express Users" is exceeded, additional Activation Keys are required. Trial Mode (CA Pro and Operator Console) The trial period is 60 days. During the trial period, the CA Pro and Operator Console activation key is not required. The 60-day trial period begins once you have installed CA Client on the PC. Table 1 Number of Pre-installed Activation Keys Number of Free CA Basic Express Users Total number of CA Pro and Operator Console 60-day trials NCP500/NCP1000 5 2 *1 TDE100/200 10 4 *1 TDE600 20 8 *1 PBX Model *1 60-day trials for NCP and TDE (Ver.3.0 or later) series PBXs include IP softphone functionality for the duration of the trial, but only if CA Server is not installed on the PBX’s network. 1-8 Main Differences (1) Between CA Client Modes Features Basic Express Maximum Users (Server-less) Pro Operator Console Supervisor 128 4 240 (up to 240 total users) Maximum Users (Server) *1 1022 (up to 1,022 total users) Activation Keys : Free Mode Activation Keys : Trial Mode Automatic Presence Call History Contact Chat VMA Yes No No 10 10 CRM Integration by TAPI IP softphone *2 No 128 No Yes No Yes 1000 1000 Yes Yes Yes Yes *1 A license is required for each IP softphone user, except during the CA Pro trial period. 1-8 Main Differences (2) Between CA Client Modes Features ICD group login/out Flexible Call Handling (Arriving Screen) Visible Call Park List (Call Park Screen) Extension Setting Monitor/Seize CO line (Outside Line Group Screen) Basic Express Pro No Operator Console Supervisor Yes No Yes No No Yes No No Yes No No Yes No Listen-in No Yes Busy override No Yes Take over No Yes No Yes ICD Group Supervisor - Remote ICD Group Member login/out - Call Monitor 1-8 Main Differences (3) Between CA Client Modes Features Basic Express Pro Operator Console Combined Search/Dial field Yes New Call Control window (Door phone/ Sensor) Yes Supervisor Transfer calls by Drag & Drop No Yes No Park calls by Drag & Drop No Yes No Automatic unscreened transfer No Yes No Transfer by shortcut key - [T] : Transfer - [Ctrl] + [T] : Transfer No Yes No This Chapter is now complete. Go to Next Chapter. Chapter 2 CA Pro & CA Basic Express Features 2-1 CA Pro/CA Basic Express Overview Applications for Typical Offices and Call Centre (Contact Centre) Agents Benefits of CA Pro and CA Basic Express Improves work efficiency through improved telephone operation. Presence and other features improve internal telephone communications. 1.Easy to contact the other party - Dial manually using the PC or call from the phonebook - Chat - Leave a voice message when the other party is busy 2.Outgoing and incoming call pop-ups - When making a call, the other party's telephone number and other information pops up - When receiving a call, a picture or sound can let you know who the other party is before answering. 3.Settings are easy - Forwarding, Do Not Disturb, Absent Message 4.Presence - Allows you to confirm the status of the other party before calling them. 2-2 System Specification Differences Differences between CA Pro and CA Basic Express The main differences are as follows. Number of records for Contact List and History Method used to display presence Support for ICD Group Login/Logout Support for CRM Integration (TAPI) Feature CA Basic Express CA Pro Contact List 10 1000 History 10 1000 Show Presence (Auto) No Yes Show Presence (Manual) Yes No ICD Group Login/Logout No Yes CRM Integration by TAPI No Yes 2-3 Screen Interface Main Window Except for the number of contacts and presence icons, CA Basic Express is mostly the same as CA Pro. CA Pro 1 1.Status Control Area You can change your own status. 2.Contact List Area 2 - Confirm the status of each member - Add members, change content for members, etc. 3.Available Action Buttons Area Used for making calls, chatting, etc. 3 2-4 Main Operations Commonly Used Operations (CA Pro is used in this example) 1 2 1.Set your status and set call forwarding with a simple click of the mouse. ->Change status when gone, away, etc., or set the transfer destination. 2.Contact List Group ->Select the group you want to display in the contact area. For example, display all contacts, or only contacts in a certain group. 2-5 Contact List Area (1) Presence Displayed in Contact Area (Extension / CA Status) CA Pro: Automatic Presence Display CA Basic Express: Click an extension to view its status (Ext./CA) CA Pro CA Basic Express 1.Click a CA member in the contact list each time you want to view its status Barry Sharp 219 1.Ext. Status ->Idle ->Ringing ->On the phone 2.CA Status ->The user is logged in ->The user is logged in, but the auto absent message has been set ->The user is not logged in 2.The "Presence Window" is displayed 2-5 Contact List Area (2) Presence Displayed in Contact Area (Absent Message) CA Pro: Automatic Presence Display CA Basic Express: Click an extension to view its status (Ext./CA) CA Basic Express CA Pro 2 1.Click a "CA member" in the contact list each time you want to view its status 1 Displayed when Forward is set Barry Sharp 219 1.Absent Message The absent message has been set ->Displayed according to the absent message setting (MAX:16 characters) 2.Automatic Absent message The time is displayed when the computer is idle for a specified amount of time. ->Setting range: 1min.- MAX:10min. 2.The "Presence Window" is displayed 2-5 Contact List Area (3) Using the Contacts Area to Add Members, Change Information. 1.Right-click a contact. Horita.shintaro123 2.Select [View this contact]. The contacts tab allows you to enter telephone contact numbers for the user, such as office, mobile, home, contact number, e-mail, etc.. 2-6 Outgoing Call Feature (1) When Making a Call, the Call Control Window Pops Up. Call Control Window Call is generated James 201 Call Control James James 201 1.When making a call, the call control window for making calls pops up 2.When the called party answers, the call control window changes to the window used for calls in progress 3.Click the button 4.Window size changes Call Control James 201 3 2-6 Outgoing Call Feature (2) Making Calls from CA 1.Search / Dial ->Enter the phone number, then press the [Enter] key or click the off-hook button. 1 2.Double Click Dial ->Double-click the contact. 3.Phone Button Dial 2 ->Select the contact and press a [Phone] button. Phone Button Dial number setting 3 Each phone number must be set in the contact area setting. 2-6 Outgoing Call Feature (3) Making Calls from CA 1.Speed Dial Select "System Speed Dial" and double-click the desired entry. ->You can select an item in the system telephone book and call that number. 1 2 "LDAP: Company Directory" 2.LDAP Link You can also retrieve a number from a linked external database and call that number. 2-6 Outgoing Call Feature (4) Select and Call Users can make a call from any application (Notepad, Excel, web browser, etc.) on their PCs. 1.Select a number in an application Call is generated James 3.Outgoing Call 2.Press the shortcut: [Ctrl+Shift+z] *1 *1 Users can change the shortcut keys 2-6 Outgoing Call Feature (5) Copy and Call Users can make a call from any application (Notepad, Excel, web browser, etc.) on their PCs. 1.Select and copy a telephone number in an application Call is generated James 3.Outgoing Call 2.Select: [ Copy &Call ] 2-7 Incoming Call Feature (1) Pop-up Feature for Received Calls Depending on settings, a pop-up can be displayed when a call is received. Incoming Call Window Call is received Incoming Call James 201 James Answer the call The Incoming Call window pops up when a call is received Redirect to Voice Mail ->It is possible to enter a number (max. 32 digits). ->This menu remembers the last 10 numbers dialled. 2-7 Incoming Call Feature (2) Settings for Incoming Call Pop-up 1.You can set the image file used for the incoming call pop-up. 2.You can set the URL used for the incoming call pop-up. 1st URL for Network Camera ->Automatic pop-up for call / Automatic close after call 2nd URL for Database ->Automatic pop-up for call 3rd URL for Database ->Access from main menu 2-8 Call History Feature View a Record of Calls Made and Received. Calls can Also be Made. 1 1.The [History] screen is displayed by selecting an item from the [History] menu or by pressing the missed call button. You can make a call to the selected entry. Call Type 2.Displayed when an incoming call was missed. ->The number indicates the number of missed calls. Call history is displayed for the selected call type. History Window 2-9 Write Memo Feature You can Write a Text Memo. Text Memo Window 2.Type a memo. On Call For example, take notes about the content of the conversation -> Max. characters: 256 bytes 1.Click [Write memo] to display the text memo window. 3.Click the [Save] button. Produ… 4.You can check the existence of a memo. History Window 5) You can read the memo later by clicking [Memo Open]. Product Review Conference will held next week. 2-10 Chat Feature CA Users can use text messages to chat to each other. You can see the last chat. 1) Select the CA user you want to chat with from the contact list. 102:Hello 2) Click [Start Chat] to open the chat window. This message is displayed when the other party is typing. You can make a call to this extension. Hello Chat Window 3) Type a message. ->Max. 610 characters (single-byte) 4) Click [Send]. 2-11 Optional Feature (1) Voice Mail Assistant (VMA) Feature - VMA allows easy voice mail operation. 1) Click the VM icon VMA supports the following voice mail operations: 2) Select [Call Voice Mail] - Play/Delete/Transfer message - Send messages as e-mail attachments - Mailbox configuration 3) Enter the password and click [Login] A TVM series voice mail system is required to use these features. TVM50/200 VMA feature does not function with built-in (SVM-type) messaging features. Voice Mail Assistant (VMA) 4) The VMA window is displayed. 2-11 Optional Feature (2) VMA Settings 1) [Go to] -> [Options] -> [Voice Mail] 2) The following settings are required: - Use Voice Mail Assistant (VMA) VMA starts 3) Click the VM icon and select [Call Voice Mail] 4) When starting for the first time, enter the following information - IP Address of Voice Mail - Mailbox Number - Password of Mailbox In addition to the settings described here, the TVM itself must also be configured. 2-11 Optional Feature (3) Microsoft Outlook Integration - CA can be integrated with Microsoft Outlook. Microsoft Outlook Integration Call is generated - Simple operation to use Outlook tool-bar - Supports Dial, Answer Call, Hang-up 2) Calling 1) Select [Call Contact...] PSN 2-11 Optional Feature (4) Settings for Microsoft Outlook Integration - Outlook contact can pop up when a call is received. 2) Select [Display]. 1) Select [Option] from the [Go To] menu. 3) Set [Incoming call Popup for Microsoft Outlook] to [Enable]. 4) Click [OK]. In addition to the settings described here, Microsoft Outlook must also be configured. 2-12 Conference Feature (1) Overview of the Conference Feature These features provide easy and simple teleconference operations. Up to 32 members can join a conference call. (For a shared conference.) This feature only works on the same PBX CA clients. - How to start a conference. (3 steps) 2) Select [Conference Group name] 3) Click [Start]. → Pop up [Conference room screen] 1) Select [Conference] from the [Dial] menu. There can be up to 8 Conference Groups (conference rooms). Connect Status of logout from CA Note - TDE ver3.0 or later / NCP ver4.0 or later is required. - This feature does not work when PCMC is accessing the PBX. - CA Basic Express cannot use this feature. For more information please contact to local Sales company. When an initiator makes a conference call, every member receives a call at the same time. A conference will start once an attendee answers the call. 2-12 Conference Feature (2) Settings for Conference <CA Settings> -Two settings are required. → [Group Settings] / [Member Settings] 1) Select [Edit Conference Setting] from the [Conference] screen. 2) [Group Settings] When starting for the first time, enter the following information. - Conference Group Name / PIN *The conference group will be overwritten if someone uses the same conference group from CA. 4) Click the save button 3) [Member Settings] There are two methods for registering conference members. 2 Initiator arrange attendee. 1>Click the icon and input member information. 2>Drag & Drop from the Contact list. 1 2-12 Conference Feature (3) Settings for Conference <PBX Settings> <1> Conference initiator setting [2.7.1 COS Settings] 2.7.1 COS Settings Miscellaneous Conference group call operation -> Enable Initiator’s COS No. <2> Conference setting for 32 members [3.10 Conference group Settings] 3.10 Conference Group Conference Group No. Broadcast Mode -> Enable Please note that with this conference, only 8 people (including the initiator) can talk and listen to the conversation. The other people can only listen to the conference. This Chapter is now complete. Go to Next Chapter. 45 Chapter 3 Installation (Server-less Mode [PBX mode]) 46 3-1 CA Installation CA Configuration Overview 3-2 PBX Setting - Activation Key - MPR IP Address - Extension 3-3 User PC Setting Settings necessary to use CA 3-2 PBX Settings (1) Activation Key 1. Determine the necessary activation key type and number. Discuss with customer how system will be used, how many CA users there will be. In the following case, how many and which type of activation keys are necessary? Application (usage) : Call centre Number of CA users : 10 (1 supervisor and 9 agents) Future expandability : none CA Supervisor 1 user (KX- NCS2301) : 1 CA Pro10 user (KX- NCS2210) : 1 * When using IP-Softphones, “activation keys for IP-Softphone” are necessary. Note that they are different from “activation keys for IP-PT (KX-NCS35xx)” . 8 IP Softphone (KX-NCS3208) : 1, 1 PT-Softphone (KX-NCS3201) : 2 3-2 PBX Settings (1) Activation Key 2. Obtain necessary CA software and activation key files. Contact your local sales company for information on obtaining these. 3. Transfer the activation key files to the PBX. Determine the access line's class (bandwidth) from the number of simultaneous calls. or Determine the upper limit of simultaneous calls from the bandwidth of the access lines. 3-2 PBX Settings (2) Activation Key Lineup Number of Users Basic Express Pro Supervisor (Operator) Console 1 No Yes Yes Yes 5 No Yes No No 10 No Yes No No 40 No Yes No No 128 Yes Yes No No Model No Activation Key Type Free Mode (Please inquire sales company) CA Basic Express 128 users KX-NCS2201 CA Pro 1 users KX-NCS2205 CA Pro 5 users KX-NCS2210 CA Pro 10 users KX-NCS2240 CA Pro 40 users KX-NCS2249 CA Pro 128 users KX-NCS2301 CA Supervisor 1 user KX-NCS2401 CA Console 1 user 3-2 PBX Settings (3) Confirming the IPCMPR (MPR) Card IP Address, etc. 1. Confirm the IP address of the PBX. 1. Configuration - 1.Slot - Card Property - IPCMPR - LAN Setting Tab LAN Setting Tab Confirm the IP address of the PBX so that CA can connect. 3-2 PBX Settings (3) Confirming the IPCMPR (MPR) Card IP Address, etc. 2. Set CA User operation mode for each extension. 4. Extension - 1.Wired Extension - 1.Extension Settings - Option9 Tab Option9 Tab Built-in Communication Assistant Column - Disable (Extension can’t use CA) - Basic Only (Only CA Basic Express) - Enable (CA Pro, Supervisor and Operator Console (Default)) 3-3 User PC Settings (1) CA Setup and CA Usage Environment Settings 1) Double-click [Setup.msi]. 3) Select or enter the following items. - Display language - International Access code - International Area code Setup.msi 4) Select which mode will be used. - CA Pro - CA Basic Express - CA Operator Console - CA Supervisor 5) Select which features will be used. 2) CA is started by double clicking the desktop icon. - Use Softphone - Use Network 6) When finished, click [Save]. 3-3 User PC Settings (2) CA Login Environment Settings (for first-time startup) TDE/NCP IP Address, Port Number Ext. Number 1) Enter the following items. - IP Address - Port Number - Ext. Number 2) If the password field is empty when [Login] is clicked, the password setup dialog will be displayed. Paired Extension Step3 and step4 are explained in the next slide. 3-3 User PC Settings (2) CA Login Environment Settings (for first-time startup) The password setup dialog 3) Enter the password 2 times. - Available characters: A-Z, a-z, 0-9, # - No. of characters: 16 4) Click [OK]. 3-4 PC System Requirements PC System Requirements for Using CA Client Memory Number of Contacts in Contact List * 1.0 GHz Intel Pentium/Celeron processor or comparable CPU 512 MB 32 2.0 GHz Intel Pentium/Celeron processor or comparable CPU 1 GB 128 2.6 GHz Intel Pentium/Celeron processor or comparable CPU 1 GB 256 2.6 GHz Intel Core 2 Duo processor or comparable CPU 1 GB 1024 CPU Minimum Recommended OS Microsoft Windows XP Professional Service Pack 2 or later Windows Vista Business Windows 7 Professional Microsoft Windows XP Professional Service Pack 2 or later Windows Vista Business Windows 7 Professional Hard Disk 1.5 GB available space 2.0 GB available space Video Resolution 1024 x 768 1280 x 1024 Interface 10Base-T 10/100Base-T Thank you ! 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