Communication Assistant Version4
CA Operator Console
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"
Table of Contents
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
Chapter 1
CA Operator Console Overview
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1-1 CA Operator Console Overview (1)
CA Lineup Consists of the Following 4 Modes.
For General Offices
CA Basic
Express
CA Pro
This document explain
"Server-less mode (PBX mode)" of CA.
For Agents
(Operator)
CA Operator
Console
We will explain
the CA Operator Console.
For Call Centres
(Contact Centres)
CA Supervisor
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1-1 CA Operator Console Overview (2)
Example of a Typical Agent Using the CA Operator Console
By using the "CA Operator Console", agents can respond to several calls at once.
Call Centre (Contact Centre)
TDE/NCP
Agent
CA Operator
Console
Incoming Call
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1-1 CA Operator Console Overview (3)
An Overview of the Main Features of the CA Operator Console
Benefits of Using CA Operator Console.
Agents can efficiently respond to calls with the application screen.
3
Main Window
1.Call Management Feature
2
Drag & Drop
1
Arriving Screen
By using the "Arriving Screen",
agents can respond to multiple "Incoming“
and "Outgoing" calls.
->Maximum number of "calls" that can be
responded to: 10
Contact List
2.Drag & Drop Feature
"Automatic Unscreened Transfer" and
"Call Parking" can easily be performed.
->Maximum number of "Call Parking" calls: 100
Call Park Screen
3.Extension Setting Feature
Setting or removing the "Wake up Call"
and other operations can be performed.
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1-2 Main On-screen Operations
Main Displays and Button Operations in the Main Window
Main Window
1.Status of the "Incoming / Outgoing Call"
3
1
The response status of multiple "Incoming
Calls“ and "Outgoing Calls“ is displayed
in the "Arriving Screen".
2.Enlarging the "Arriving Screen" display
Arriving Screen
2
By clicking this button, the area of the
"Arriving“ screen expands, and the "Call
Park" screen closes.
Call Park Screen
3.Switching to small screen
- Click this button to switch to half screen.
This Chapter is now complete.
Go to Next Chapter.
Chapter 2
CA Operator Console Features
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2-1 Office Usage(1)
Main Agent Functions and Composition Example
Staff member A
1.Multiple "Incoming" calls can be responded to.
TDE/NCP
Staff member B
Agent
CA Operator
Console
CA Pro
Staff member C
Transfer /Hold
Boss
2.Calls can be transferred and put on hold efficiently,
and multiple calls can be responded to simultaneously.
CA Pro
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2-1 Office Usage(2)
Main Agent Functions and Composition Example
Staff member A
3.While confirming the status of the "CO line Group",
the agent make calls on behalf of other staff.
TDE/NCP
Agent
CA Operator
Console
Outgoing Call
Outgoing Call
Request
Boss
CA Pro
2-2 Call Management Feature
Arriving Screen
The "Arriving Screen" is used to respond to multiple calls and for call management.
Maximum number of "calls" that can be responded to: 10
Arriving Screen
Main Window
1."Hold"/"Transfer" status example
: holding the calling party
: calling the destination
2."Communication" status example
This display area changes
depending on the status.
3."Incoming“ calls status example
4.Display the "Duration".
->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.
2-3 Drag & Drop Feature (1)
"Automatic Unscreened Transfer" Operation Flow
With "Automatic unscreened transfer", calls transfers can be efficiently handled.
1.Answer the call and talk.
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.
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2-3 Drag & Drop Feature (2)
"Automatic Unscreened Transfer" Handling Flow
Agent
Contact List
2. Drag & Drop
1. On CALL
Caller
2. Transfer
(Drag &Drop)
Arriving Screen
2. On Hold
3. Answer
4. On CALL
Staff member
* 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.
2-3 Drag & Drop Feature (3)
"Call Parking" Operation Flow
The "Call Park" screen is used when putting calls on hold or pooling calls.
Maximum number of "Call Parking" calls: 100
1.Answer the call and talk.
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.
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".
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2-3 Drag & Drop Feature (4)
"Call Parking" Handling Flow
Agent
1. On CALL
Caller
2. Drag & Drop
2. Call Parking
(Drag &Drop)
3. Paging
4. Retrieve the
Parked call
Call Park Screen
5. On CALL
Staff member
Paging is effective when you need
to notify staff members of calls
in large work spaces such as factories.
2-4 Outside Line Group Feature (1)
"Outside Line Group Feature" Operation Flow
The "CO line" status can be confirmed and calls can be made
with the "Outside Line Group" screen.
1.After receiving an outgoing call request, the Agent opens the 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.
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.
2-4 Outside Line Group Feature (1)
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2-4 Outside Line Group Feature (2)
"Outside Line Group Feature" Handling Flow
Agent
Other
Party
4. On CALL
(Proxy)
2. Open the screen,
and select an idle
line.
1. Outgoing Call
Request
5. On CALL
Boss
Outside Line
Group Screen
3. Make a call using
“Call” button.
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2-5 Hotel Usage
Main Reception Functions and Composition Example
1.Wake-up calls can be set /cancelled.
Guest Room 101
Reception
Wake-up Call
Set Request
TDE/NCP
Guest Room 102
Incoming Call
CA Operator
Console
Call for a
hotel guest
Enter the message
3.Messages can be set /cancelled.
->The Front can confirm the room status and pass on a message
to the guest.
Check Out
(Vacant Room)
2.Use of the guest rooms
telephone can be locked /
unlocked.
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2-6 Extension Setting Feature (1)
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)
1.Place the cursor on the extension that
you want to set a "wake up call" for.
Requested
in Advance
2.Click the "Wake Up Call" button.
Guest
Room
102
Reception
009
101
009
101
102
102
103
104
103
104
Next
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2-6 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".
Guest
Room
102
Reception
4.After setting
the "Time/Daily Setting",
click OK.
A wake-up call is set.
009
009
101
101
102
102
2-6 Extension Setting Feature (3)
Extension Lock/Unlock
"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.
1.Place the cursor on the extension that
you want to set an "Extension Lock" for.
2.Click the "Extension Lock" button.
Guest
Room
102
Reception
Check
Out
The guest room’s
telephone is locked.
102
103
104
102
103
102
103
104
102
103
Next
2-6 Extension Setting Feature (4)
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.
3.When the extension is set to "Lock",
this button changes to "Extension Unlock".
Click this button to unlock the "Lock".
Guest
Room
103
Reception
Check
In
The guest room’s
telephone is unlocked.
102
103
104
102
103
104
102
103
104
102
103
104
2-6 Extension Setting Feature (5)
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.
1.Place the cursor on the extension that
you want to set an "Absent Message" for.
Call to a guest room
2. Click the "Absent Message" button.
Reception
Guest
Room
103
Not in the room
101
102
103
101
102
103
Next
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.
3.Check "Absent Message", enter the message
to be displayed within 16 characters, and then click OK.
Call to a guest room
Reception
Call Back office
Guest
Room
103
Not in the room
101
101
102
102
103
103
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)
Necessary PBX Settings in Order to Use the CA Operator Console
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.
2.7.1 COS Settings / Manager
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.
Thank you !
The END