Console.NET
For the Business Communications Manager (BCM) & Norstar
Installation & User Guide
Version 3.0.0
By ConverTec Inc.
Console.NET is a Nortel Compatible Product. Console.NET underwent testing in
Nortel Networks laboratory ensuring integration to the Business Communications
Manager (BCM) and Norstar phone systems.
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Chapter 1: Introduction
License Confirmation for BCM 3.x................................................................................................................................ 72
License Confirmation for BCM 50................................................................................................................................. 74
Published IP address.................................................................................................................................................... 75
Appendix B....................................................................................................................................................................... 78
Troubleshooting............................................................................................................................................................ 78
NOTE: Additional troubleshooting tips can be found in the Support section of the ConverTec web site ..................... 78
Norstar CTA Compatibility Chart .................................................................................................................................. 79
Warranty/Software Support .......................................................................................................................................... 79
Index .................................................................................................................................................................................... 81
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Console.NET Installation & User Guide
Chapter 1: Introduction
Introduction
With the competitiveness of business today, the need to differentiate your company
from the competition is crucial. Organizations using a live Attendant to answer calls
rely on the Attendant to present the image of the company to the caller.
Today’s Attendant requires a sophisticated, yet simple-to-use tool to help meet this
challenge. Console.NET provides the capability for Attendants to answer and direct
callers in a more informed and professional manner.
Console.NET displays a directory of extensions and their real-time status. The
Attendant can organize the extensions by groups such as Sales or Support.
Extension buttons may be viewed by extension #, extension name, or both. Extension
detail can also be added to inform the Attendant of information such as; caller ID
name and number, DNIS/DID, target line name, line used, call duration plus much
more.
Color is used extensively to allow the Attendant to quickly identify both line and
extension status. Calls on Hold, Ringing and Parked calls are all quick and easy to
distinguish between. Extension buttons also change color depending upon their
condition including; Idle , Active, Do Not Disturb, Ringing and Message Notification
and Out Of Service phones are all easily identifiable.
Access to Console.NET is via a web browser such as Microsoft's Internet Explorer.
Developed with Microsoft.NET, Console.NET utilizes leading edge technologies such
as Web Services, XML, HTML and SOAP. Benefits of these new technologies are;
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Browser Access, no installation is required on the Client PC
LAN or Web access
Multi language
Extension status of remote/networked Norstar or BCM systems
Standards based
Quick and simple installation
Console.NET provides a number of advanced features including;
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Text Messaging allows the Attendant to send a text message to the display of a
Nortel telephone to notify a busy employee of a call.
Sticky Notes is a feature that allows the Attendant to attach a new or pre-
defined message to a call. This assists an Attendant when having to go back to a
caller who has been Parked or placed on Hold.
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Message Notification allows the Attendant to add a note to an extension viewed
on the screen for quick information regarding the specific person. For example, a
Notification message could read "sick today".
Telephone Messaging allows any telephone set to select a message that will be
displayed to Console.NET users and other telephones within the office.
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Chapter 1: Introduction
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Call Waiting allows the attendant to send a call waiting to the desired extension
along with a text message to notify the recipient of details about the call. The
recipient can choose from three possible options;
o
Take the call
o Send to Voice Mail
o Join as a Conference
From anywhere you have LAN or Web access; you have access to your Norstar or
BCM phone system. If you are using a Nortel Networks BCM, add an IP telephone
and begin answering and directing calls remotely.
Owners and Managers of an organization may login from home or half way around the
world to monitor call activity along with viewing Console.NET call reports.
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Console.NET Installation & User Guide
Minimum Requirements
Console.NET Dedicated Web Server PC Hardware/Software Requirements:
F Pentium 4, 2.5 GHz CPU or better (Single Processor)
F 512 MB RAM
F 1 GB Free Hard Drive space
F Display set to 1024 x 768 Resolution or higher (16-bit high color minimum required)
F CD-ROM Drive – preferred method to install application
F * Windows Operating system (ENGLISH ONLY) – 2000 Server/Prof. (SP4), 2000
Advanced Server, XP Prof SP1/SP2, 2003 Server.
F Internet Information Services (IIS) – latest version, requires original Windows
Operating System CD-ROM
F (BCM Only) BCM LAN CTE Client able to communicate to Published IP address of
one or more BCM’s.
(Norstar only) CTA 100 (Computer Telephony Adapter) required per Norstar system
and serial port
Console.NET Client User PC Hardware/Software Requirements:
F Pentium 4, 2.8 GHz CPU or better
F 256 MB RAM
F Any Operating System running Internet Explorer 6 or higher.
F Display set to1024 x 768 Resolution or higher (16-bit high color minimum required)
F 64 Meg Accelerated Graphics Port (AGP) or on board video card or better
F Network Card with TCP/IP Protocol.
Connectivity to the Console.NET Web Server
via LAN or Wan.
Note: Although it is possible to use a Console.NET client on the Console.NET Web
Server computer, it is not recommended for;
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multiple BCM/Norstar configurations
users with call volume over 40 calls per hour
more than 40 extensions (including networked systems)
**Remote PBX Server (Required for multiple Norstar site installations only)
F Pentium 4 1.2 GHz CPU or better
F 128 MB RAM
F ** Windows Operating system (ENGLISH ONLY) – 2000 Server/Prof. (SP4), 2000
Advanced Server, XP Prof SVGA
F Network Card with TCP/IP Protocol.
F Connectivity to the Console.NET Web Server via LAN, WAN or Internet
F * One Serial port for CTA100 (Norstar Install Only)
F PC Firewall & Popup Killers (blockers) must be disabled
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Chapter 1: Introduction
* Windows critical updates are recommended but may not have been available for
testing at the date of software release. Due to complex security and permission
settings on Win 2003 server, ConverTec may be unable to support these
installations. 128MB of memory must be added to the Console.NET Server for each
additional networked BCM system.
** Multiple BCM installations can be accomplished with a single LAN CTE client on
the same PC as the Console.NET server. LAN CTE client must be compatible with
all BCM’s.
Note: The above CPU & Memory requirements are recommended minimums.
Due to the nature of Console.NET being a real time browser application, the
system resources are primarily utilized by Windows Internet Explorer and can
potentially slow down other applications on the same computer. Based on
user demands, the minimums required may not be suitable.
Nortel BCM Requirements:
F Software release BCM50 / 3.6 / 3.7
F One LAN CTE Client License per BCM
F BCM Published IP address is accessible from the PC designated for Console.NET
installation.
Telephone Subscription Services:
Caller ID Number service from your local telephone company, ( required for Call
Preview & Screen Pop)
Nortel Norstar Requirements:
F CICS/MICS software release 1.1 or greater
F * One CTA 100/ Norstar system connected
Norstar CTE software is included with Console.NET CD-ROM
Telephone Subscription Services:
Caller ID Number service from your local telephone company, (required for Call
Preview & Screen Pop)
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Chapter 2: Nortel Prerequisites
Norstar CTA Installation
(Norstar Only)
Nortel Networks Norstar phone systems require two Nortel products in order for
Console.NET to operate. Norstar’s Computer Telephony Engine (CTE) is the
software component which allows a computer to communicate with a Norstar KSU
and the Norstar Computer Telephony Adapter (CTA) is the hardware component that
provides the hardware interface between a PC and the Norstar KSU. Norstar CTE is
installed by ConverTec’s PBX Manager after the installation of Console.NET. Norstar
CTA device is available from your Nortel Networks Dealer and must be connected to
the PC that Console.NET is being installed on.
There are 2 different models of CTA devices available from Nortel Networks and
compatible with Console.NET. The CTA 100 is the most affordable, compatible and
easy to install. There are no performance advantages between Norstar CTA devices.
The CTA 200 is also compatible but only using the serial output.
NOTE:
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At the time of writing, Nortel did not have a CTA device with USB
connection compatible with operating systems required by Console.NET
NOTE:
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As a precaution, un-install any previous versions of Nortel CTA 100 and
Norstar CTE Toolkit from "Add/Remove Programs"
After un-install is complete, reboot the PC
Insert the Console.NET installation CD. If the CD fails to auto-launch, click
on Launch from the main directory.
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Click on the choice for Norstar Prerequisites
Follow the installation of CTA/CTE as described later in this section
After installation of Norstar Prerequisites and reboot is complete you can
continue to Install Console.NET
Installing the CTA device involves two steps:
1. Connect the supplied serial cable (supplied with CTA 100 from Nortel) to the
serial port on the CTA device and a free serial port on the Console.NET server
NOTE: Since newer computers may not be equipped with serial ports, you
may have to purchase a USB to Serial adapter for connecting a CTA 100
and 200
2. Connect one end of a telephone cable to a live Norstar jack and the other end to
the jack labeled "Line" on the CTA. If the jack you plugged the CTA into originally
had a Norstar phone plugged into it, the Norstar phone can now be plugged into
the jack labeled "Phone" on the CTA. Plug the CTA adapter in to a continuous
120v power outlet
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Console.NET Installation & User Guide
NOTE:
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The Norstar CTA 100 does not require a dedicated Norstar jack but can
share an existing jack used by a Norstar phone. If you have a Norstar
phone in close proximity to the Console.NET server, the CTA can use this
same Norstar jack as the Norstar phone while maintaining the use of the
phone
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You can confirm a Norstar jack is live by plugging a Norstar phone directly
into the jack you intend to use for the CTA. The display on the Norstar
phone will briefly blink and may take up to a minute before the time and
date appears on the Norstar display
CTA 100/200 Serial Port Connection Diagram
BCM LAN CTE Client Installation
(BCM Systems Only)
The BCM’s Local Area Network, Computer Telephony Engine (LAN CTE) Client
provides the interface for Console.NET server to communicate with the BCM(s). The
client is downloadable from the BCM. The LAN CTE Client should be installed on the
same computer designated as the Console.NET server. LAN CTE clients are only able
to communicate to the BCM(s) provided there is an available LAN CTE Desktop Client
license installed on the respective BCM(s).
NOTE:
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As a precaution, un-install any existing Nortel Networks LAN CTE client
from "Add/Remove Programs" to ensure the latest version gets installed
All Versions of BCM may require a specific LAN CTE patch to be installed
on the BCM prior to downloading and installing the LAN CTE client. LAN
CTE Patch installations are not documented or supported by ConverTec
and should be performed by an Authorized Nortel Dealer
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Chapter 6: Reports
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Confirm you have at least one LAN CTE License before continuing. See
Appendix A
Confirm you can Ping the BCM from the computer you are installing
Console.NET and LANCTE on. See Published IP address in Appendix A
Multiple BCM Installation Note:
One LAN CTE client is capable of communicating to several BCM’s providing the Client
used is compatible with all BCM versions and network communication is established. If
you are connecting Console.NET to multiple BCM’s, install the client from highest BCM
version.
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Console.NET Installation & User Guide
Chapter 3: Microsoft Prerequisites
Microsoft Prerequisites
Initial Installation for windows components should be performed logged in as "Computer
Administrator". Console.NET cannot be installed without first installing Microsoft Internet
Information Services or Internet Services Manager otherwise know as IIS;
NOTE: Microsoft IIS is included on the Windows 2000 Prof. or Windows XP Prof.
CD-ROM that came with the PC.
Windows Internet Information Services (Windows XP)
To confirm if IIS is installed, go to;
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Control Panel | Administrative Tools
Confirm the Internet Services Manager (Windows 2000) or the Internet
Information Services (Windows XP) icon is present.
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If it is not present, continue Installing IIS (see below)
If it is present, close the window and continue with the Console.NET installation
Installing Microsoft IIS
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Go to Control Panel | Add/Remove Programs
Select Add/Remove Windows Components
Select Internet Information Services (IIS)
Check the box and follow the installation prompts. Your original Microsoft
Windows CD-ROM will be required.
NOTE: For Windows 2003 server installations, be sure to select the option in IIS to
install ASPNET client
Framework 2.0
Warning! Console.NET version 3.0 installs Microsoft Framework 2.0 and must
configure the IIS website to utilize this version. If the computer has other web
applications using Microsoft framework 1.1, they may stop functioning. To resolve
such issues, IIS allows you to select the affected website properties and change the
ASP.Net usage from 2.0 back to 1.1. Please contact you computer administrator if you
are unsure about any other website conflict.
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Chapter 6: Reports
Chapter 4: Installation
Upgrading
Upgrading Console.NET from versions below 3.0 will require a new license.
Customers that subscribe to the Assurance Plan (AP) are entitled to a no-cost
upgrade.
Console.NET version 3.0.0 will uninstall previous version 2.2.0 and preserve the
database containing all user information and call history. ConverTec highly
recommends that you copy the existing database (VCMNet.mdb) located in the
directory path C:\inetpub\wwwroot\consolenet\ prior to installing the new version.
NOTE: Ensure you are logged into the PC as "Local Machine Administrator"
and that the Nortel and Microsoft prerequisites have been confirmed
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After inserting the Console.NET CDROM into the CD drive, the CD will auto-start.
If it does not, browse to the CD drive and double click on Launch.exe.
Choose Language for Demo Shield Installation Menu. This is only for the initial
menu language choice
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Select an appropriate choice from the Main Menu. Each button provides an
explanation of the functionality
o Multimedia Demonstration launches a demonstration video
o Documentation opens the documentation folder from the installation
path
o Norstar Prerequisites offers the installation of CTA 100 driver and
Norstar CTE required for Norstar Systems
o Install Console.NET begins the Console.NET installation process
o Install Remote PBX Manager should be launched on a PC connected to
a Norstar CTA 100 at a remote Norstar location.
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Console.NET Installation & User Guide
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Click on Install Console.NET to begin the installation process
NOTE: The language displayed during the Console.NET installation is
determined by the Computer Operating System language. Language selection
for using Console.NET is determined by the user’s computer Browser
Language settings (See Language Selection )
Additional Installation Components
The Installation package will automatically check for required components and offer
End User Licensing Agreements (EULA) if they need installed. Please accept
installation of the following components if prompted;
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Microsoft Framework .NET 2.0
Crystal Reports for .NET Framework 2.0
Microsoft Data Access Component (MDAC)
After accepting the License Agreement(s), the components will begin installation. If a
reboot is required after a component installation, you will be prompted. When logging
back into the computer, remember to login as the "Local Computer Administrator".
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Chapter 6: Reports
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Accept any licensing agreements if prompted
Console.NET setup will display the installation progress of any components
being installed
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After all components have been installed, you will be prompted to continue
installing Console.NET
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Click on Next to continue
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Console.NET Installation & User Guide
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Select Close to complete the installation
Norstar DN Discovery
In order for Console.NET to function properly, all active extensions (DN’s) must be
monitored. For systems with Voice Mail, all B1 and B2 voice mail DN’s must also be
monitored. Norstar systems are unable to send a list of active extensions to
Console.NET so they must be added manually.
To assist with installation of Norstar, enter the known lowest and highest extension
numbers for automatic discovery of active extensions. Discovery is only required
during initial installation or if many extensions have changed numbers or been added.
Discovery takes about 1 minute for every 20 extensions searched. If there is a wide
difference between extension ranges, you can enter many ranges or individual
extensions to reduce the time involved in discovery. When discovery is complete, PBX
Manager will automatically determine what extensions are active in the range or
individual entries and enter them in the database.
Directory number range entry
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Enter the range lowest number in the "From" column and the highest number in
the "To" column
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Continue adding ranges or individual extensions if required
Click on "Apply to Service" button to complete
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Chapter 6: Reports
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When "Please Wait" ends, close the PBX Server Management Utility window and
proceed to Login to Console.NET . This wait period may take several minutes
based on your range entry. Please do not attempt to Login to Console.NET until
the "Please Wait…" window closes.
BCM Installation Wizard
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Enter the IP address of the BCM that you wish to integrate to Console.NET. For
BCM 3.6 or 3.7, this must be the Published IP address
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Use the right Keyboard arrow to advance through the IP Address
Please wait while the switch is queried for compatibility
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Switch Type is confirmed and requires a name for identification purposes
Click Next to continue after entering name
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Chapter 6: Reports
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Enter the Primary Voice Mail extension number determined as illustrated below
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Click Next to Continue
Enter the extension numbers that represent Users of the Console.NET software.
Since licensing is based upon concurrent users, it is possible to have as many
users configured as required. Users will only be able to login and use the
software if there are free client licenses
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Click Next to Continue
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Console.NET Installation & User Guide
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Confirm the installation details and click on Finish
PBX Manager Window appears allowing you to add another BCM system
Close the PBX Manager Window and Login to Console.NET or continue to add
additional BCM systems
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Click on Add New and continue with the wizard for each new BCM system you
wish to add. Close the window and proceed to Login to Console.NET when
finished
NOTE: If you wish to add additional Norstar Systems, you must perform
two procedures;
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Install a Remote PBX Manager/Service at the remote system
PC connected to the CTA100
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Manually add a Norstar switch in Console.NET configuration
utility.
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Chapter 6: Reports
Console.NET Licensing
Upon installation, Console.NET requires a valid license be installed in order to operate.
In order to bring up the licensing Window, you must double click on the Console.NET
shortcut on the desktop.
If you are a ConverTec authorized Distributor or Dealer activating a permanent
License, you should have received a Product Licensing Guide (PLG) detailing
instructions on obtaining and activating a permanent license.
For immediate use when a permanent license is not available, a 30 day Trial License
may be obtained from the ConverTec web site by clicking on the "Trial License" link
and following the instructions provided.
Permanent Licenses may only be purchased and obtained by an authorized ConverTec
Distributor or Dealer. If you are an end user and wish to purchase a new license or
upgrade an existing license, click on the Email Request to Distributor link and state
your request.
For a Dealer/Distributor in your area, please contact;
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In Europe; call ITEL 01244 670200 or email [email protected]
A 30 day Trial License may be obtained by Internet or E-mail providing access is
available. If Internet access is not available, the "E-mail request to Distributor" link
must be used. The E-mail method may not be responded within 24 hours.
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Click on the Trial License link
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Console.NET Installation & User Guide
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Complete the Trial License download and follow the instructions. Pay attention
to where you save the license file
To install a 30 day Trial or an Activation License;
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Click on the Browse button as shown in the illustration above
Locate and double click on the downloaded *.lic file
Click on Activate
If the license is valid, you will be presented with the Console.NET Login screen.
You may now proceed to Chapter 5 Configuration.
To confirm your license information, from the Console.NET interface, click on the
License Information icon.
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License information icon button
Console.NET License Information
Information provided is;
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Licensed User: Name of Company or User that Console.NET is registered to
Version: Version of Console.NET
Number of Seats: The maximum number of Concurrent users that can Log into
Console.NET
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Chapter 6: Reports
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Number of PBX Servers: The maximum number of BCM or Norstar systems that
can be monitored by the Console.NET Web Server.
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Phone Messaging: Whether the optional Telephone Messaging is activated
Expires: Displays when a trial license expires otherwise displays "Never" if a
permanent license is activated
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Console.NET Installation & User Guide
Chapter 5: Configuration
Server / Configuration
NOTE: Configuration changes applied here do not affect your telephone system
programming in any way. Most Configuration setting required to start using
Console.NET are configured during the installation by PBX Installation Wizard.
Advanced settings can be performed from within Console.NET Configuration.
Login may be performed from any computer on the network using Internet
Explorer 6.0 or higher. Login cannot be performed until a license has been
activated. Please refer to Product Licensing Guide or Installation support web
page at;
_ HYPERLINK "http://www.convertecinc.com/downloads_documents.asp"
_
NOTE: Before attempting to Login, verify the following:
o Be sure any Internet Popup Blockers are disabled.
o Open Internet Explorer, select Tools\ Internet Options\ Advanced and
remove the checkbox "Reuse Windows for Launching shortcuts" under the
browsing category.
o Internet Explorer must be version 6.0 or higher
How to Login
Click on the Console.NET login shortcut located on the desktop of the computer that
Console.NET was installed on. Login can also be performed from any computer that
can connect to the PC that Console.NET was installed on.
o From the Console.NET web server PC, double click on the Console.NET desktop
shortcut to open up the login page.
o Or, from another PC on the LAN, open Internet Explorer and enter the following
in the address bar;
of the Console.NET web server, or
Console.NET web server
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Chapter 6: Reports
Console.NET login screen
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If the above screen is not displayed, click here for licensing instructions
Enter the Administrator extension 0 and the default password 12345 and click on
Login.
Console.NET Main GUI
When the main GUI opens, the System Name and following connections states may
be displayed. For Configuration purpose, the connection state in not important.
o Connected, Initializing - Indicates the software is verifying what extensions
active. The software cannot be used in this state
o Connected, Ready – Indicates that the identified System is ready for use.
o Not Connected, Initializing – Indicates the software is not communicating with
PBX service for the indicated system. (See Appendix B, Troubleshooting)
NOTE: During installation, the PBX Setup Wizard will ask questions to prepare
Console.NET for general use. There is no need to enter Server Configuration at
this time unless you wish to set advanced feature options or edit improper
values.
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Click on the Config button to access the configuration window
Select Server then Configuration
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Chapter 6: Reports
Note: The following items highlighted in RED are pre-configured by the PBX
Manager wizard during the installation. Remote Norstar installations require
manual entry.
Add, Delete, Save
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Add new allows manual adding of other system(s) for Console.NET to connect
to. Add new should only be used by experienced users. ConverTec suggest that
the PBX wizard is used for adding new systems.
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Delete will delete the current system selection along with all currently configured
extensions within that system
Save must be selected in order to make any changes permanent with the
exception of Delete.
Switch Type
This is only displayed when adding a new server. The choices available are Norstar or
BCM. BCM or a single local Norstar switch Type is automatically configured using the
PBX Manager wizard. When adding remote Norstar systems, Norstar must be
selected after clicking "Add New"
Current Switch Name
Lists systems already installed and allows entry of a new switch name when the "Add
new" button is selected. Clicking on the drop down arrow on the right side of the field
allows selection of other installed systems in order to edit the respective system
options.
TCP Address
This is mandatory value and should not be changed without involving ConverTec
support. This is the IP address for PBX service that Console.NET uses to
communicate to the appropriate phone system. For BCM installations, all
communication can take place through the Default address. Remote Norstar
installations require the IP address of the computer running at the remote site.
Port number
This is mandatory value and should not be changed without involving ConverTec
support. Each system connected requires an independent PBX server for
communication. Each PBX server installed on the same system requires a different
Port number. The PBX wizard will assign all port numbers for all PBX Services
running on the same computer. Since remote Norstar installations require manual
entry, enter port 9000.
Use outside Line Prefix
Check this box and add digit(s) that may be required prior to dialing a phone number
from Console.NET. This is typically used for Central Office lines called Centrex where
a digit 9 or 8 may need to be sent in order to get dial tone.
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Console.NET Installation & User Guide
Note: This setting is not used for access to PRI or Analog line pools
Primary Voice Mail Extension
This extension is determined by pressing "Feature 985" from an idle telephone. This
extension is required in order for Transfer to Voice Mail to function within
Console.NET. If centralized voice mail is used for multiple sites, this value may be the
same for all Systems.
Feature Code
The default Feature Code "990" is used for the optional "Telephone Messaging"
functionality. This feature code is set by the PBX wizard and may be different if a
conflict was detected during the installation. This code should not be changed unless
instructed to do so by ConverTec Support.
Access Codes for PRI Pools
If using Digital Trunking (T1 or PRI), enter the digit required to make an external call in
the Access Codes
Wait Timeout
Determines the time it takes for calls sent to an extension as Call Waiting to ring back
to the attendant if unanswered. The Default timeout is 30 seconds and can be changed
to any time increments of 10 seconds.
Assist DN
Is an extension dedicated to the use of Console.NET for advanced features such as
"Remote Voice Mail Transfer" and "Call Waiting"
Run in Debug Mode
Should only be selected under the supervision of ConverTec support personnel for
diagnostic reasons. This option will reduce Console.NET performance and cause the
Database to increase in size very quickly.
Note: All changes require a computer reboot to take affect
Server / Lines
Console.NET allows line numbers to be named in order to assist in identifying
particular types of calls that are associated to a specific line. Console.NET will display
the name you assigned to the specified line when a call rings at the users telephone.
NOTE:
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Name changes do not affect the telephone system programming.
Telephones themselves will not display changes made here
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Chapter 6: Reports
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If using Digital lines, these names can only be associated to the PRI or T1
channels, not the target lines
Select Server | Lines from the Configuration Window menu bar
Current Switch Name
When more than one system is configured, you can select the drop down arrow on the
right side of the field to select the appropriate system that you wish to rename the
lines on.
Line Number
This is the physical trunk number on the telephone system that you wish to rename for
identification purposes. Click on the drop down arrow in the right corner of the field
and select the trunk line to be renamed.
Label
Type the new name or number you wish to identify this trunk line with and click on
Save
Note: Changes made to Line Names will take effect upon refreshing
Console.NET main window by pressing (F5) on the Keyboard.
Server / Messages
Messages stored here can quickly be accessed for use in the Console.NET message
entry window. Click on the Blue arrow in the upper left corner of the message entry
window within the Console.NET User Interface. Some default messages are already
present and can be deleted if required.
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Select Server | Messages from the Configuration Window menu bar
Add, Delete, Save
•
Clicking on Add new displays the "Adding new message" screen allowing you to
type a new message.
•
•
Clicking on Delete will delete the current message displayed in the message field
Click on Save to store a new message created from the Add new button.
Message
•
Alphabetically displays the first message. Click on the drop down arrow in the
right corner of the field to display all stored messages
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Chapter 6: Reports
Note: In order to view any message changes, Console.NET users, must refresh
the main User Interface window, by pressing (F5) on the Keyboard
Server / Notification Messages
Notification messages are used in conjunction with the optional purchase of
Console.NET "Telephone Messaging". Telephone Messaging allows any digital or IP
phone to set a message that will show for any other telephone set calling as well as be
displayed in the Console.NET BLF. Messages are activated using a Feature Code
(Default F990). Messages can be initiated from a telephone on all networked BCM and
Norstar systems provided sufficient PBX server licenses are purchased.
Note: If storage code location numbers are skipped when adding or saving
messages, message numbers displayed at telephones will be out of order
Add, Delete, Save
•
Clicking on Add new displays the "Adding new message" screen allowing you to
enter a storage location code and type a new message. Duplicate storage codes
are not permitted. Before adding a new code, select the message drop down list
to see what the next available code is.
•
•
Clicking on Delete will delete the current message displayed in the message
field
Click on Save to store a new message created from the Add new button.
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Message
•
This field displays the first message, if present. Clicking on the drop down arrow
located in the right corner of the field allows you to view all messages sorted by
storage location number and allow selection of a particular message for editing.
After selecting a message, the storage location is displayed. While a message is
displayed you can edit and save the message if required.
Code
•
Each message must be stored with a unique location code. It is important that
location codes are not skipped in order to be consistent with codes displayed at
telephones using the feature. Up to 99 messages can be stored using code
numbers from 1-99. Existing codes can be viewed by selecting the drop down in
the right corner of the message field.
Directory Number / Configuration
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Chapter 6: Reports
This section is used to enable Console.NET user(s) and configure their options as
well as set some security options for specific extensions. Extension numbers & names
are initially imported as they are programmed on the telephone system(s). Names can
be changed within Console.NET but will have no bearing on the names as displayed
on the telephones themselves. If you do not want to see all extensions in
Console.NET, Do NOT delete them from here. If only specific extensions are to be
viewed, set them in a group as described later in this section.
NOTE: (Norstar Systems only)
It is important that a Directory Number discovery is initially performed using PBX
wizard. Extensions added to the phone system at a later date must be manually
updated in Directory Number configuration or a discovery must be re-performed
using the PBX wizard from the server. Dealer Note: For manual entries, please be
sure that all Voice Mail B2 channels (extensions) are entered
Creating Users
Console.NET users can be created using the PBX wizard or manually within
Console.NET "Directory Number Configuration". For manual configuration simply
assign a password to the extension(s) you wish to designate as the Console.NET user.
•
•
•
•
Click on the Config button in the upper right area of the main Console.NET
window
Select Directory Numbers then Configuration from the top left side of the
Configuration window
If more than one system is connected, select the proper "Switch Name" that the
required user is a member of
Click on the Drop down arrow located on the right side of the "Full Name" field to
display a list of all extensions
•
•
Select the extension that you wish to designate as a user
Enter a password in the "Password" field and save the changes. Passwords are
often entered using the same number as the extension number
Current Switch Name
When more than one BCM or Norstar system is connected, you must select the
•
system containing the extension(s) you wish to configure as a User. Click on the
drop down arrow from the right side of the field to display all systems
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Disable Access
•
To disable the particular DN from being able to log into Console.NET, check this
box.
Note: By default, any extension (DN) with a blank password will automatically
be disabled from logging in. By selecting "Disable Access", the password for
that DN will be deleted after clicking on the "Save" button.
Full Name
This is a non-editable field that allows you to select a user extension you wish to
•
edit or configure. Click on the drop down arrow located on the right side of the
field and select the appropriate extension from the list.
First Name
This is a mandatory field when a new extension is created. This field will
automatically populate with the names as programmed on the telephones.
•
Last Name
Last name or Initial can be stored here but is not required. When a name is
•
stored in this field, Console.NET will display and sort the extension using the last
name then first name order
Note:
•
If you want to display names by order of first name but you also want the
last name or initial displayed, enter the first and last name in the First
Name field
•
Unlike the seven character limit of the telephone system, Console.NET
allows up to 14 characters combining first & last name including spaces.
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Chapter 6: Reports
•
Long names will use more space in the main window and may introduce a
scroll bar. For optimal display usage, try to keep the total characters for
First & Last name to ten characters or less
Company Name
Company name can be entered for the extension. This field is not displayed or
utilized by a Console.NET user
•
Extension
•
This is a mandatory field displaying the extension number of the system
Voice Mail Box
•
This field is for the mailbox associated to the telephone extension. If the entry is
not used or invalid, transfer to Voice Mail will not for that particular extension
Email
•
email address of the user (not required, planned for future use)
Password
A password must be created for every extension that intends on using
•
Console.NET. Licensing controls the number of concurrent users. The password
must be unique and is a case sensitive. The minimum number of characters in a
valid password is 1. Any DN that does not have a password will automatically be
disabled from logging into Console.NET.
Lines to Monitor
By default Console.NET will display all calls that appear and/or ring (both
•
intercom & external) at this specific extension, which is based upon the
configuration of the user’s telephone. If there are specific lines which do not
appear and/or ring on the specific user’s phone, you can force a line(s) to appear
in the Active Call window of Console.NET allowing the Attendant to see activity
on those lines
User Type
This setting only applies to Console.NET users that have a password assigned.
•
When a user logs in to use Console.NET they will have limited configuration
access by default (Attendant). By selecting the Administrator radio button, the
selected user will have full access to configuration. The following defines access
rights;
Attendant
ƒ
ƒ
ƒ
Companies and Contacts
Messages
Groups
Administrator
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ƒ
Provides the user with full access to all configuration menus. The
rights are the same as logging into Console.NET as the
Administrator using ext 0 and the passwaord 12345
Line Pools
•
Select the appropriate analog or digital line pool to enable the attendant to dial
external calls. The Norstar or BCM phone must be programmed to have access
to the selected line pool
Security
Security options can be set for any extension that requires specific privacy
•
settings. Typically these options would be used for the company management
and/or executive employee’s that wish to have greater privacy. Selections
include;
o Hide Dialing Number; when selected, no other Console.NET users can
see what number this specific DN is dialing
o Hide Incoming Number; when selected, no other Console.NET users can
see incoming caller ID name, DID or DNIS information for this specific DN
o Hide Target Line name; when selected, the target line name will not be
displayed on the Console.NET interface for this specific DN
Note: Additional services from your local phone company may be
required to provide Caller ID, DID or DNIS services
Feature Button Settings
Select any of the listed features that the specific Console.NET user would like to
•
have access to on the Console.NET button bar in the main user window. Ten
buttons may be displayed at one time. Selecting one of the three button tabs will
display all selected buttons. The following feature buttons are displayed by
default: Hold, Call Queuing, Park, Park/Page
Note: Dial and Rls buttons cannot be removed from the user interface
Page Settings
•
The Default Page button is configured based on a combination of both Page
options and Speaker options and can be configured differently for each user. For
example, if a user only pages the warehouse through the external paging port,
you can configure the Page button to be external page only. Default settings will
page all zones for internal telephone speakers.
Database Integration
•
This is a very powerful feature, particularly for Business or Executive Centers.
Console.NET comes with a built-in Customer/Contact database allowing you to
display information pertaining to your customer prior to and/or after answering a
call. Both Screen Pop and Call Preview features can be used independently or
together to provide the Console.NET Attendant the most informed and prepared
call handling capabilities
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Chapter 6: Reports
Database screen pop with quick transfer phone links
o Screen Pop; when selected and after a call is answered, a separate
window will pop on top of Console.NET displaying Customer details
including the notes field. Phone numbers from the customer database
appear as links to provide single click external call transfers. (see
Chapter 7 - Using Console.NET for more information on how to transfer a
call to an external number)
Note: The popup window does not close automatically. If popup is
selected, a new popup window will open each time a call is picked up
whether from the initial ring or from a hold or park state. Each window
must be closed manually
Inbound ringing call with "Call Preview" enabled
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Console.NET Installation & User Guide
o Call Preview; when enabled, prior to a call being answered, caller
information is displayed including; the Customer/Company name,
Contact, company phone numbers and the first 80 characters of the notes
field. For example, in a Business Center environment, you could have
the company the caller is calling along with a script of how to greet the
caller. For general business, Call Preview can assist an Attendant by
displaying the Customer/Company name along with the sales rep’s they
usually deal with.
NOTE: Any changes made to a logged in user will not take affect until
they exit and log back in or after refreshing Console.NET by pressing
(F5) from the keyboard
Pop-up Method
•
Pop-up method is used in conjunction with Call Preview and Database Screen
pop’s. The specific call information used to perform a search are;
o By Calling Number; this method will use the Caller ID number
information to search the customer database
o By DNIS; this method will use the number the person dialed to search the
customer database
o By DID; this method will use the Direct Inward Dialed number the person
dialed to search the customer database
o By Line Number; used in conjunction with analog lines, this search
method links the physical Norstar or BCM line to a database record. This
is used primarily in a Business Center environment.
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Chapter 6: Reports
NOTE:
•
•
Caller ID, DNIS and DID are features offered by your Telco
To complete the database integration, see Chapter 6 –
Companies
Customers / Contacts
There are two separate locations for adding Contacts, they are;
•
•
The Contacts link on the "Customers/ Companies" configuration page creates
contacts that are related to the specific Company record that is selected. These
contacts are displayed within the specified Company record in "Navigator".
The "Customers/ Contacts" configuration page is a separate contacts list that
stores individual contacts separately. When searching for a name in Navigator,
it is possible for a matching name to display a contact under a company as well
as individually. An unlimited number of Contacts can be added providing the
Attendant powerful speed dialing capabilities utilizing the Console.NET
Navigator. (see Call Navigator under "Using Console.NET")
NOTE: When adding phone numbers to the Companies and Contacts, enter any
required area codes and long distance abbreviations in order for the number to
be dialed correctly using the Navigator Speed Dial
Company Contacts
Adding a Company Related Contact
•
•
•
•
Click on Config
Click on Customers/Companies
Add or select the Company you wish to relate the Contact to
Click on the Contacts link from the Company window
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Console.NET Installation & User Guide
Independent Contact
Independent Contacts are primarily used for speed dialing. Independent Contacts are
not associated to a Company and are not used in conjunction with Call Preview or
Screen Pop database integration.
Adding a new Contact (Independent of a Company)
•
•
•
•
Click on Config
Click on Customers/Companies/Contacts
From the Contact page, Click on Add new
Enter the contacts information ensuring to complete the two mandatory fields,
First Name and Last Name
•
Click on Save to store the new contact
Note:
•
All phone fields (except "Fax") will display as speed dial links in
Navigator when searching for a contact
•
Independent Contacts cannot be associated to a company afterwards
Edit, Delete a Contact
From the Console.NET interface, click on Config then go to Customers | Contact
•
•
•
To Edit a Contact Click on the pull-down button located on the right side of the
Contact Name filed to select the Contact. Make the necessary changes and click
on the Save button.
To Delete a Contact Click on the pull-down button located on the right side of the
Contact Name filed to select the Contact. Click on the Delete button to delete the
contact
Close the Configuration window to return to Console.NET
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Chapter 6: Reports
Contact Name
This field is used to display and or select an existing Contact for editing or deletion.
First, Last Name
These are mandatory fields containing the Contacts first and last name. These fields
are displayed in Navigator when viewing external Contacts.
Phone Number Fields
Except for the Fax Field, the numbers entered here are displayed for quick dialing
while viewing external Contacts within "Navigator"
Global Options
Global Options contain configuration settings that affect all users of Console.NET
Search URL
This field is for use with a web address that is capable of receiving a phone number for
a reverse lookup. ConverTec does not guarantee or suggest that this feature will
always function since the web address may not always be available or valid. At the
time of this software release, the following default address was capable of performing a
reverse lookup without subscribing to any service:
http://www.411.com/10668/search/Reverse_Phone. Console.NET software will send
the phone number as received from your Calling Line ID service to the designated web
service.
Auto Search
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By default "Auto Search" is disabled but the lookup function is still possible from the
User window by clicking on the URL button displayed above the active call window. If
auto search is selected, every call that is answered or picked up from hold or park by
Console.NET user will open the web link to try and perform a reverse lookup.
Ringback Messages
When a Console.NET user has a call ring back to them from the functions listed below,
the call ringing back will display the related message on the top line of the ringing call.
•
•
•
•
Xfer Ringback- Transferred calls that are unanswered ring back with the applied
message.
Camp Ringback- Camped calls that timeout will ring back with the applied
message.
Park Ringback- Parked calls that timeout will ring back with the applied
message
Wait Ringback- When Console.NET call waiting times out and rings back the
applied message is displayed.
Full Name Order
Last Name + First Name
o By default Console.NET loads all phone system extension names into the
first name field of Console.NET. If there is no last name present,
Console.NET will display and sort by the first name field. If you wish to
enter a last name and you want the Console.NET user see the extensions
sorted by first name, simply add the last name after the first name in the
same field. Any extension that contains characters in the Last name field
will automatically be displayed and sorted in that order.
First Name + Last Name
o This will change the database to, display and sort the names by order of
First name
NOTE: In order to toggle the sorting of First name and Last Name, the
database must be deleted after the changes are saved. By deleting the
database, all extensions including the configuration will be deleted.
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Chapter 6: Reports
This should only be done by an authorized dealer or under supervision
of ConverTec support
Delete all Directory Numbers
This will reset Console.NET back to initial installation state. This should only be
required when directory numbers sorting needs to change from Last Name to First
name or First name to Last name.
Warning! All user configurations, group settings and Custom extension naming will
have to be re-configured if directory numbers are deleted.
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Chapter 6: Reports
Reports
NOTE:
•
A Console.NET user or Administrator must be logged in at all times in
order for call data to be gathered and stored in a database which can be
used to generate a number of reports. The call data being tracked is not
restricted to Console.NET users, all active devices on the Norstar or BCM
system are monitored providing invaluable data for report generation
•
Due to the Database demand required to run reports, it is not
recommended to run reports while Console.NET users are actively using
the software. Reports containing large amounts of data can take several
minutes to complete
To open reports, click on Config from the main Console.NET window and then select
Reports from the menu choices
Select one of the four reports to run
•
•
•
•
Inbound Calls
Summary by Extensions
Call Duration
Calls by DID/DNIS
Inbound Calls
The Inbound Calls report produces a report based upon all inbound external calls. By
default, all calls will be reported for the current month. Select from the optional filters for
customer Name and or Number as well as specific date ranges.
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Chapter 6: Reports
Select Criteria (filter)
Customer Number
The Customer Number is based upon the number sent by the Telco in Caller ID. Enter
a specific telephone number or a partial match that you are looking for from an inbound
call. If a partial number is entered such as an area code, all numbers from that area
code will be displayed in the report based upon the Time & Date criteria selected
below.
Customer Name
The Customer Name is based upon the name sent by the Telco in Caller ID. Enter a
specific customer name or a partial match that you are looking for from an inbound call.
If a partial number is entered such as an area code, all numbers from that area code
will be displayed in the report based upon the Time & Date criteria selected below.
NOTE:
•
The above name and number searches are based upon the information
being presented from your TELCO vendor. In most cases, call display
name & number are optional subscription services.
If no name and or numbers filters are entered, all calls will be displayed in
the report.
•
Summary By Extensions
The Summary By Extensions report will provide a report on all call activity by
extensions. By Default, all extensions will be reported for the current month unless a
specific extension has been entered. If you wish to report on more than one extension
but not all of them, you must create a group in Directory Number Configuration.
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Report Criteria (Filters)
Number
•
Enter a single extension number or partial match for many extensions beginning
with the same leading numbers. Only extension(s) matching the number(s)
entered will be displayed in the report. Eg; Based on 3 digit extensions, entering
#335 will only display a report for that extension. By entering #33, the report will
contain all valid extensions from 330-339.
Include Internal Calls
If check box is selected, this report will include internal intercom calls in the "Total
Calls" number and duration calculations.
•
Group Name
•
If Groups have been defined in Directory Number /Configuration, the specific
extensions from the selected group will be reported. To select a group, click on
the drop down arrow located on the right side of the Group Name field.
Date
•
By default current month is selected. Click on the drop down arrow on the right
side of the Date field to select from one of the pre-defined date ranges. Click in
the Date From and to fields to manually enter a specific date range. Selecting
high date ranges may significantly increase the time it takes for a report to run
depending on how many call records are in the database.
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Chapter 6: Reports
NOTE: Valid date entry format is Year/Month/Day
Generate Report
•
Click on this button to create the report based upon the defaults or user selected
filtering criteria. Some reports may take several minutes due to complex
calculations through millions of data fields. The report will open in a separate
window providing viewing and printing options. You may open as many reports
as you like for viewing purposes but only the last report opened is able to change
pages or re-sort columns. (See Example Report)
Report Results
In this report only the extension column is sortable.
Inbound Calls, Duration& Averages
•
Reports the total number of external inbound calls that an extension(s)
participated in and the total duration of all those calls. Duration of calls is
calculated by talk time only and does not include time that calls may have been
placed on hold or parked. The average time per call is displayed under "Avg."
Outbound Calls, Duration & Averages
•
Reports the total number of external outbound calls that an extension(s)
participated in and the total duration of all those calls. Duration of calls is
calculated by talk time only and does not include time that calls may have been
placed on hold or parked. The average time per call is displayed under "Avg.
Internal Calls & Duration
Reports the total number of internal intercom calls that an extension(s)
•
participated in and the total duration of all those calls. Duration of calls is
calculated by talk time only and does not include time that calls may have been
placed on hold or parked.
Total Calls
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•
Displays a total of all Inbound, Outbound and Internal calls as well as the total
duration of all calls
NOTE: Internal call totals and durations are only included in "Total Calls" when
the option is selected before generating the report
Call Duration
The Call Duration report produces a report showing durations for each call. The report
can include all calls or filtered to display Inbound, Outbound or Intercom calls.
Report Criteria (Filters)
Customer number
•
Enter a specific telephone number or a partial match that you are looking for from
an inbound call. If a partial number is entered such as an area code, all numbers
from that area code will be displayed in the report based upon the Time & Date
criteria selected below.
Customer Name
Enter a specific customer name or a partial match that you are looking for from
•
an inbound call. If a partial number is entered such as an area code, all numbers
from that area code will be displayed in the report based upon the Time & Date
criteria selected below.
NOTE:
o The above name and number searches are based upon the
information being presented from your telephone line vendor. In
most cases, call display name & number are optional subscription
services
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Chapter 6: Reports
o If no name and or numbers filters are entered, all calls will be
displayed in the report
Date
•
By default, the current month is selected. Click on the drop down arrow on the
right side of the Date field to select from one of the pre-defined date ranges. Click
in the Date From and to fields to manually enter a specific date range. Selecting
high date ranges may significantly increase the time it takes for a report to run
depending on how many call records are in the database
NOTE: Valid date entry format is Year/Month/Day
Time
•
Using the drop down arrow, select from pre-defines time periods or click on the
time Start and Finish fields to manually enter specific time periods in 24 hr
format.
All
•
Displays the duration of every call for Inbound, Outbound and Intercom calls.
Inbound
•
Displays the durations for inbound calls
Outbound
•
Displays the durations for outbound calls
Intercom
•
Displays the durations for internal Intercom calls
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Generate Report
•
Click on the Generate Report button to create the report based upon the
defaults or user selected filtering criteria. Depending upon the size of the stored
data, reports may take several minutes to complete.
•
The report will open in a separate window providing viewing and printing options.
You may open as many reports as you like for viewing purposes but only the last
report opened is able to change pages or re-sort columns. (See Example Report
below)
Report Results
All result columns are able to be sorted ascending or descending unless otherwise
indicated.
Date
•
Displays the date of the call based on the server regional date format.
Indicates the time that a call begins. This column cannot be sorted.
Time
•
Direction
•
Indicates whether the call is Inbound, Outbound or an Internal Intercom.
Extension
•
Displays the extension that was involved in answering or placing the call being
reported
Answered By
This column is only displayed when Inbound filter criteria is selected and will
indicate the extension that initially answered the call.
•
Number Dialed
•
Displays up to 13 digits of an outbound number dialed by a particular extension
Caller Name
•
When presented via Calling Line Identification subscription service, will indicate
the name of the caller for incoming calls
Caller Number
•
When presented via Calling Line Identification subscription service, will indicate
the number of the caller for incoming calls
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Chapter 6: Reports
Duration
Displays the duration from beginning to end for Inbound, Outbound and Intercom
calls.
Sample Reports
Inbound Calls
Summary by Extension
Call Duration
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Console.NET Installation & User Guide
DID/DNIS
Report Toolbar
Exporting Options
The data used to produce reports may be exported in various formats in order to create
your own customized reports. To export data, after a report is produced, select
Export. A window will open allowing you to select an export format for the report to be
converted. Possible export formats are as follows:
•
•
•
•
•
•
Crystal Reports
Adobe Acrobat
MS Word
MS Excel 97-2000 (Table Format)
MS Excel 97-2000 (Data Only Format)
Rich Text Format
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Chapter 6: Reports
Print
Printing is a two step process. The first print request brings up the page printing
options. After selecting OK, the report is opened in Adobe PDF viewer for final printing.
•
Choose the page printing options and then select OK
•
•
After the report prepares itself in a new window for printing, click on the Print icon
in the toolbar.
Page controls
•
•
•
•
|< First Page
< Previous Page
|< Next Page
>| Last Page
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Go To Page
•
Enter a specific page and click on the goto page icon located on the right side of
the page entry field.
Data Search Field
•
Enter a number or value that you are looking for in the report and click on the
binoculars to find it. Searches are only able to work forward through a report so
in order to search the whole report, click on the First Page selection icon before
attempting the search.
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Chapter 7: Using Console.NET
Console.NET Login
•
From the Console.NET web server PC, double click on the Console.NET desktop
shortcut
•
•
•
From a networked PC client, open Internet Explorer and enter the following in the
address bar;
Console.NET web server, or
Console.NET web server
Console.NET login screen
•
Enter your extension number and password assigned to you by the Administrator
of Console.NET and click on Login the Console.NET screen will open. If an
extension has not yet been configured for access you can login with the
Administrator account used for configuration purposes. Extension 0 password
12345
•
•
The main User interface window opens and PBX Server Status will change from
Connected, Initializing to Connected, Ready when initialization is complete
(Within 1 minute).
For new installations, the Extension Display Window (also known as the BLF) will
automatically populate all extensions that are named on the telephone system(s).
GUI (Graphical User Interface)
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The main GUI window consists of 5 Primary areas.
Active Call Window
The left side of the screen displays three types of calls.
•
•
•
Ringing Calls are displayed with a red background fill.
Parked calls are displayed with a blue background fill
Holding calls are displayed with a yellow background fill
Personal Call Window
The top middle window displays up to two calls that you may be involved in
independently or as a conference call.
Message Window
Messages can be typed in this field for three types of messaging functions
•
•
Attach to a "Sticky" message to a call to help identify calls placed on hold or
parked for future reference.
Post a message notification on an extension to identify the status of an employee
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•
Send a "Text Message" to a telephone set.
Extension Display Window
This window may also be referred to as the Busy Lamp field (BLF)
•
Displays all system extensions or a defined group to show statuses such as on
the phone, Ringing, Do Not Disturb and notification messages.
Offers single click to transfer calls to an extension
•
•
Offers secondary right click functions on extensions
Control Buttons
•
Standard call control functions such as Answer, Hold, Park, Page and Release
are displayed for easy selection
•
System function buttons offer choices for accessing Administrative programming,
Group selection and external dialing navigation, System User status.
Call Control
Console.NET emulates call control of your Nortel phone. You may switch between
using Console.NET and your phone or vice versa during a call without affecting the
call.
Answer
•
•
All incoming ringing calls will appear red in the Active Call window. To answer an
external ringing call, click on the Call Queuing button or click on the ringing call
in the Active call window. The call will move to the Personal Call window.
Clicking on Call Queuing while already on a call will automatically place your
current call on hold and answer the ringing call. By default, information displayed
will be the length of time that the call has been ringing, the Line Name, Caller ID
name & number, DID/DNIS information and Target Line Name
Intercom calls will display the length of time the call has been ringing along with
the extension name. To answer an internal call, click on the call showing in the
Active Call Window
Hold
•
To put a call on Hold, click on the Hold button. The call will move from the
Personal Call window to the Active Call window and change to yellow. The
amount of time the caller has been holding for will be displayed. You can add a
Sticky Message to help identify who the caller is holding for
Transfer (blind)
When on a call, left click on the extension button that you wish to transfer the call
to. The call will be transferred
•
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Park
•
While on a call, click on the Park button. The call will move from the Personal
Call window to the Active Call window. The call will change to blue and the Park
location will be displayed. You can add a sticky message to help identify who the
caller is Parked for. See Sticky Messages for more details. Parked calls follow
the phone system programming rules for ringing back to the person who initiated
the parked call.
Park & Page
•
To reduce the number of steps required to Park a call and then Page, the Park &
Page feature will facilitate both features with one click. Once activated, the call
will move to the Active Call window and appear blue in colour with the Parked
location displayed. The Paging system is activated automatically and "Page" is
displayed in the Personal Call window. Click on Rls to terminate the Page.
Page
•
Click on the Page button to activate the paging system. By Default, this button is
configured to page all telephones in all zones. The Page Configuration can be
customized in Directory Numbers / Configuration section. "Page" will be
displayed in the Personal Call window. If Page is selected while on a call, the call
will automatically be placed on hold and Paging will start. Multiple Page buttons
(i.e. Page Zone 1, Page Speaker) may be added to the button bar via the
Directory Number configuration. For example, if you page separately using an
external amplifier to a warehouse as well as to zone 1 of the Nortel telephones,
you may want to add one page button for each type of page in order to facilitate
paging to each area easier.
NOTE: [Norstar and BCM 3.6]
o Whenever the External Speaker option is selected, you must press
the Release button on the physical phone in order to release the
page. This is a limitation of the Norstar CTE (Computer Telephony
Engine) and BCM LAN CTE
Directed Pickup
•
To answer any ringing telephone, click on the extension button that is ringing
(red) in the Extension Display (BLF) window.
Conference
•
Console.NET offers the ability to perform a conference without the need of a
conference button. To perform a conference call, make the first call and click the
Hold button. Make a second call, either intercom or external. Click the held call
to initiate the conference. To end the conference, click the Rls button.
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NOTE: Console.NET follows the limitations of the BCM and Norstar phone
systems. A total of 3 people can be involved in a conference call. The
possible combinations are 2 external – 1 internal or 2 internal – 1 external
Conference with Spilt
•
To split a conference and talk to one of the conference members, once a
conference call is established, click on the split link of the caller you want to talk
to. The other caller will be placed on hold
•
To re-establish the conference, click on the held call
Intercom
•
Click on the extension button you want to call in the Extension view window. If
you already have a call in progress in your personal call window, you must first
place that call on hold before attempting to click on the extension button,
otherwise you will transfer the existing call.
Dialing
Dialing from Console.NET can be performed three different ways;
•
Personal Call Window Dialing
o Click in the Personal Call window. Enter the number to dial and click on
the Dial button
•
Console.NET Dialer
o
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o
o Click on the dialer icon
•
Console.NET dialer keypad
o Use your keyboard to enter a number or click on the digits you want to
dial.
o Click on the Dial link to dial the number. The number will be displayed in
the Personal Call window.
NOTE: The system prefix is not applied to numbers dialed from the Personal
Call Window or the Dialer. You must place any prefix digits in front of the
number to be dialed
Extension Directed Features
There are six features that are activated by right clicking on an extension button and
selecting the desired feature. These features are directed to the extension you right
click on. The extension and name appear in the header for confirmation.
Screen Xfer
•
Screen Transfer allows the Attendant to talk to the intended party prior to
transferring the call. To Screen or announce a call prior to transferring, when on
a call, right click on an extension button and select Screen Xfer. The first call
will automatically be put on hold and the extension will be called. After the
extension has been answered, announce the call. Click on the Rls button to
complete the transfer
•
To cancel the transfer and re-connect the caller, click on the Cancel link in the
Personal Call Window and the holding call will be re-connected.
Note: If "RLS" is selected in error from the telephone or GUI, the Held call will
disappear from the Console.NET screen
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Voice Mail Xfer
•
To transfer a call directly to a person’s voice mail box, while on a call, right click
on the extension button of the person you wish to transfer the call to, and click on
Voice Mail Xfer. The call will be transferred directly into the person’s mailbox
Voice Call
Voice Call allows a caller to make a voice announcement, beginning a
•
conversation through the speaker of another Nortel telephone without making it
ring. Right click on the on the Extension Button and click on Voice Call. To
terminate the Voice Call, click on Rls
NOTE: Phone system programming can prevent Voice Call from working at a
specific phone by use of "Voice Call Deny". If Voice Call Deny is set at a
particular extension, that extension will ring
Camp-On
While on a call, right click on the extension button and select Camp-on. The
•
extension that the call is Camped to will hear intermittent audio beeps coming
from the Nortel phone and the phone display will briefly display the Camped Call.
Call Waiting (via Camp On)
•
Call Waiting is an exclusive feature found only in Console.NET. It is similar to
the "Camp on" feature, however functionality has been added to allow for the
recipient to interact with the call that is waiting for them.
•
To activate "Call Waiting", a message must be present in the Console.NET
message field when the "Camp On" option is selected from the right click options.
The message will scroll across the display of the recipient’s telephone and a
beep is sounded through the speaker. The following options are available to the
recipient using soft keys on a two line display phone, or using digits on a single
line display phone;
o Answr- Will retrieve the call waiting and place any current call on hold.
There must be at least two intercom keys available. If the telephone has
only one intercom available, the set will display "Need 1 intercom" and the
answer will not take place. In This case, the current call must be parked
or disconnected to get the call waiting
o VMail- Sends the Call Waiting directly to the recipients Voice Mailbox if
activated
o Join- This option is only available if there is an active call at the telephone
that the call is waiting. Join will conference the "Call Waiting" to the
current active call. For Norstar systems, the Join is available for all calls
waiting but will only work if a call is active
NOTE: If no options are selected at the recipients telephone, the Call waiting
will timeout and return to the Console.NET attendant. The call Ringback will
identify the ringing call with the Ringback Message as entered in Global
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Options Configuration. By default the Ringback would look as follows: "Call
waiting Unanswered, Ron 242".
Using Console.NET Messaging
Console.NET provides three messaging schemes to enhance communication within an
office. All messages are initiated through the Messaging Window in Console.NET. The
Message Configuration allows a Console.NET Administrator to predefine messages so
that they may be quickly accessed. The three types of messaging are;
Text Messaging
Text Messaging allows the Attendant to send a scrolling message to the display of a
phone. This type of messaging is particularly useful if the receiver of the message is on
a call since the phone audibly beeps as the message is displayed. Messages will
automatically time out after a period of 5 minutes.
•
To send a Text Message, click into the Text Messaging window and either type
your own message or use the pull-down list to select one from the pre-defined
list. Right click on the extension button you want to send a message to and click
on Text Message. The message will be sent immediately. New messages will
override any previous messages.
To clear a message from the telephone
•
•
The user selects the Clear option on the phone soft key
Re-send a message containing a spacebar entry only and the previous message
will be cleared
NOTE:
•
Messages containing 15 characters or less will display a constant
message. Messages over 15 characters will scroll across the display
from right to left.
•
•
A text message sent to a user checking their voice mail will interrupt the
session
Text messages sent to a telephone will override the display of any
previous information on the telephone display
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Sticky Messages
A Console.NET user can attach a message to a call to assist in identifying calls that are
placed on Hold or Parked. For example, if a caller has to be placed on Hold, a
message can be attached to the call which helps identify who the caller is waiting for.
The sticky note remains attached to the call until the all is terminated.
•
While on a call type the appropriate message and click on the Yellow Envelope in
the upper right corner of the message window. The Sticky Message is now
applied to the call and will show when the call is on Hold or Parked in the active
call window.
A Parked Call with a Sticky Message "Sales Inquiry" attached
Message Notification
Message Notification allows a Console.NET Attendant to add a message on the
extension button of a particular user. Along with a message, the colour of the
extension button changes to light blue helping to quickly identify an extension with a
notification message set.
•
To set a Notification message for a particular extension, click into the Text
Messaging field and either type your own message or use the pull-down list to
select one from the list
•
•
•
Right click on the extension button you want to set a message for
Click on Msg Notification
If Details is enabled, the message will appear on the extension button and the
button will turn light blue. If Details is not enabled, hover your mouse over a blue
extension button to see the Notification message
NOTE: Messages applied by the Console.NET user will be retained on
subsequent logins. Each new message will override any previous message
Telephone Messaging
•
Telephone Messaging is an optional feature purchase. By entering an assigned
Feature Code from any telephone, one of 99 messages can be selected
representing the status of the employee. For example, if a message indicating "In
a Meeting" was selected, that message would be displayed as a notification for
the appropriate extension in Console.NET. In addition, the message is also
displayed for any telephone on the same system calling the set with the active
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message. The Feature code is assigned in Console.NET Server Configuration.
The messages are set in Config/ Server/ Message Notifications.
NOTE: Programming the feature code to a telephone button beside an LCD
display offers a convenient and quick method to enable and disable
messages. The associated LCD indicator will blink as a reminder that a
message is active. While active, pressing the feature button will display the
current message and allow cancellation or changing of the message
Since only one message can be displayed at a time for an extension in Console.NET,
new messages will override previous messages. For example, If a Console user has a
message applied to a particular extension indicating they are on lunch and the person
at that telephone applies a new Telephone message, the new message will replace
the one that the Console user had set.
Navigator
The Navigator button located in the upper right side of the main Console.NET window
is a multi-purpose tool that assists the Attendant to;
•
•
•
•
Select DN (extension) Groups to view
Speed Dialing – Internal or External by Company and Contact
External Call Transferring
DN (extension) sorting
To View all Extensions
•
Click on the Navigator button. The cursor will default to the First name field.
Select the Ext radio button
•
Click on the Monitor button
Groups
Groups of extensions that are defined in Configuration may be selected for viewing by
using the Navigator. For new installations a default group named "Primary" is created
from all extensions that are named on the phone system. To select a group;
•
•
Click on the Navigator button
Choose whether you want the extensions sorted by name (Default) or by
extension number.
•
•
Use the Group pull-down button to select the group you want to monitor
Click on Monitor
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Navigator – Group selection
NOTE:
•
There is a 2-4 second delay before the extensions are displayed after
clicking on the Monitor button. The last group you were viewing will
automatically be presented upon subsequent logins
When exiting Console.NET, the last Group selected will be displayed the
next time the Attendant logs in
•
•
If the group was just created, you must hit F5 on the keyboard before it will
display
Speed Dialing
You can utilize Console.NET’s customer database to speed dial from. Utilizing the
Navigator, you can search for a particular Company or Contact and then dial that
Company or Contact by clicking on it. Navigator will display the Business Phones field
for Companies and all phone fields for related Contacts.
Company Speed Dialing
•
•
•
Click on the Navigator button
The Navigator screen will open. Select Ext and click in the Company field
Begin entering the company’s name and the Navigator will begin drilling down
and displaying the closest match to what you have typed. The Navigator will
display all phone numbers in the Business Phones field from a Company record
Once the customer you want to call is displayed, click on the phone number link.
Your customer will be called and their name and number will be displayed in the
Personal Call window.
•
•
•
To clear an entry, click on NEW
To close the Navigator window, click on the
in the top right corner.
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Console.NET Navigator with Company speed dial
Contact Speed Dialing
By Contact Name
•
•
Click on the Navigator button
The Navigator screen will open. Select Ext and click in either the First Name or
Last Name field.
•
Begin entering the Contacts name and the Navigator will begin drilling down and
displaying the closest match to what you have typed. The Navigator will display
all phone numbers related to the Contact
•
•
You can enhance the search by combining the Contacts name with Company
(see below)
Click on the phone number you want to dial. The Contact will be called and their
name and number will be displayed in the Personal Call window.
To clear an entry, click on NEW.
•
•
To close the Navigator window, click on the
in the top right corner.
Contact Speed Dialing using First Name
By Contact Name and Company
•
•
Click on the Navigator button
The Navigator screen will open. Select Ext and click in either the First Name or
Last Name field
•
•
Begin entering the Contacts name and the Navigator will begin drilling down and
displaying the closest match to what you have typed
In the company field, begin entering the Company name. The Navigator will
display all matching Contacts related to that Company
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•
Click on the phone number you want to dial. The Contact will be called and their
name and number will be displayed in the Personal Call window
To clear an entry, click on NEW
•
•
To close the Navigator window, click on the
in the top right corner
Contact Speed Dialing using First Name & Company
External Call Transfer
External Call Transfer
•
•
•
While on an active call, click on Navigator and select the external box
Find and select the desired external number
The active call will automatically be placed on hold while the external number is
dialed and the Navigator window will close.
•
•
To complete the transfer click on RLS from the Console.NET main window
When "RLS" is selected, the held call will automatically be connected to the
external dialed number
To Cancel an External Call Transfer
If you wish to cancel the transfer, click on the Cancel link in the active call window. The
external dialed number will be disconnected and the original call will be re-connected.
Extension Layout Settings
•
Each Attendant or user can configure how they would like to display the
extension buttons. The extension buttons can be displayed as Names only,
Extensions Only or Name & Extension (No Selection). For Attendants requiring a
full-time view of details such as Caller ID/DID/DNIS information, number dialed,
line used and calls duration the Details feature should be selected. For
Attendants that don’t require viewing extension detail full-time, hovering the
mouse over an active call (green extension box) will display call details on an as-
need basis. This method of displaying details is a Microsoft operation called
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Screen tips. Console.NET is unable to control the operational aspects of the
screen tip display
•
By selecting or de-selecting the three display check boxes, an Attendant can
alter the look of the extension buttons to suite their needs
Details
When Details has been selected, the extension buttons grow dynamically enabling call
information to be displayed. Enable Details to view full-time extension details such as;
•
•
•
•
•
•
•
Dialed number
Caller ID/DID/DNIS information
Target Line Name
Call duration
Line name
Intercom dialed
Message Notification
Names Only
By selecting the Names Only check box, the extension numbers will be removed
•
from the buttons and the extension names will appear. If no name is present, the
extension number will be displayed. By default, the extension format is sorted by
First Name. You can change the format to Last Name/First Name in the Global
Settings section. (See Appendix C – Global Settings for more information)
Note: If a name is not stored for an extension, the extension number will also
show as the name
Extensions Only
•
By selecting Extensions Only, the extension name will be removed from the
button and the extension number will be displayed. The buttons will be sorted by
the extension number. When combined with the Details button disabled, up to
306 extensions (based upon 3 digit DN’s) buttons can be displayed without
having to scroll.
On Top
•
When On-Top is enabled, an Attendant can minimize Console.NET and when
their phone rings, Console.NET will pop to the top of the desktop allowing the
Attendant to answer the call.
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Directory Number (extension) Sorting
The default of Names and Extension Numbers is displayed only when Names only or
Extensions only are not checked. You can change the sort order of the extension
buttons to sort by extension number or by extension name. The default sort order is
by Name.
NOTE: If a last name is entered for extensions under Directory Number/
Config, extensions will be sorted by last name other wise extensions are
sorted by the first name field. If you wish to sort by first name but still wish to
view a last name or initial, add it in the first name field
To change the sort order of the extension buttons;
•
•
•
•
•
Click on the Navigator button
Be sure that the External search box is unchecked, Click on New
Select sort method, either Full Name or Ext. Click even if already selected
Click on Monitor
If a Group(s) has been created, click the new button and select a group from the
Group pull-down button
•
Click on Monitor
Extension buttons sorted by Name
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Extension buttons sorted by Extension number
System
The System Information utility is primarily a diagnostic tool which provides users with a
real-time view of who is logged into Console.NET and what PBX Server’s are
connected and their associated status.
•
•
Servers; Displays the status of connected phone system(s)
Console Users; Displays the user(s) that is connected to Console.NET.
Unforeseen circumstances may cause user sessions to get locked causing a
message "Too Many Active Users" when attempting to login to Console.NET.
Click on Delete Session to terminate the locked session(s)
•
Refresh; Updates the current status of Servers and Users
Console.NET System Information displays all active PBX Servers and Console.NET
users
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URL
This feature sends the calling parties phone number (Caller ID number) in order to
perform a reverse lookup to a specified URL address. When activated, a separate
window opens providing the Console.NET user the mailing address of the incoming
caller. 411.com is the default lookup URL but the URL may be changed in
Console.NET Configuration under Global Options.
This feature can be operated in Automatic or Manual lookup mode
o In Automatic mode every call answered by a Console.NET user will attempt a
reverse phone number lookup if available
o In Manual mode click the URL icon located above the right corner of the
personal call window to perform an automatic reverse lookup.
Language Selection
Console.NET supports English, Canadian French, France French, Italian, German and
Spanish.
To change the language;
•
•
•
Open Internet Explorer
Go to Tools Ι Internet Options
Click on Languages
•
•
Select the language from the list or click on Add to add a language
Select Move Up to move the preferred language to the top of the list
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Chapter 8: Appendices
Appendix A
License Confirmation for BCM 3.x
for (BCM 50 Click Here)
The following information is provided as a courtesy for dealers that require assistance
in determining if the BCM is properly configured to meet the requirements of
Console.NET software.
ƒ
From a PC, open a browser window and enter the address of the BCM.
BCM 3.6 or 3.7 https://<BCM IP address>
Click Go
The Unified Manager web page trying to open may prompt you to accept some
security warnings. Select OK
ƒ
ƒ
ƒ
When the page opens click on Configure
ƒ
Login into the BCM Unified Manager by entering your username and password.
This information is restricted to Nortel Authorized dealers and May not be
provided to Customers directly
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NOTE: ConverTec recommends that you consult your telephone equipment
vendor for authorized access to BCM Unified Manager. Improper operation or
changes in BCM Configuration can cause serious consequences to your
Telephone System Operation
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BCM 3.xConfiguration Window
o Double click on the Services to expand the tree
o Click on LAN CTE Configuration heading
o Click on the Licensing Information tab
o Confirm there is a minimum of one LAN CTE desktop license
License Confirmation for BCM 50
Element Manager must be downloaded and installed first in order to login to the
Configuration area as illustrated below. Please consult your Nortel Authorized Dealer
for the password.
ƒ
ƒ
ƒ
ƒ
ƒ
After installing Element Manager, launch it to open the login screen
After Logging in, Select the Configuration tab
Expand the System Folder
Click on the Keycodes button
The number of available Client licenses will be displayed in the Data column
beside the name "LANCTE Seat"
ƒ
Under the same Configuration tab, click on the Applications folder
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ƒ
Click on the LAN CTE button and the number of active LANCTE desktops is
displayed. There must be at least one available LANCTE seat license for the
LAN CTE client to connect to
NOTE: If there is in-sufficient Permanent or Try n Buy LAN CTE license
registered, contact your Nortel Vendor or call ConverTec Sales at 1-877-937-
8228
Published IP address
The Published IP address is determined in the BCM 3.X configuration under Services
heading IP Telephony. This setting will indicate Lan1 or Lan2. You must then confirm
what IP address is associated to that LAN port by selecting Resources and expanding
the LAN tree. If the Published IP address cannot be reached from the computer the
LAN CTE client and Console.NET is being installed on, you must discuss changes with
your Nortel Authorized Dealer to correct the problem.
ƒ
Open Internet Explorer and browse to the BCM IP address
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ƒ
Click on Configure
ƒ
ƒ
Click YES to any security warnings
Enter the Username and Password provided by your authorized Nortel dealer
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ƒ
ƒ
Click on Services then IP Telephony to view the Published IP setting
Click on Resources then LAN1 or LAN2 as indicated by the Published IP
address to view the Published IP address required for LAN CTE client
installation.
NOTE: If you are unable to reach the Published IP address and it cannot be
changed, enter the Published IP address as the Default Gateway on the
computer that the LAN CTE client is being installed and continue to use the
alternate IP address for the LAN CTE Client. This may require further support
from your Nortel Authorized Dealer
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Appendix B
Troubleshooting
NOTE: Additional troubleshooting tips can be found in the Support section of the ConverTec web
site
Installation Troubleshooting
Attempting to launch Console.NET after installation produces a webpage error.
•
•
Proper permissions must exist on the Console.NET directory folder in order to
successfully operate. If you were not logged in as a "Local Machine
Administrator" during the installation you may have to re-install.
o Right click on the Console.NET folder located in
C:\inetpub\wwwroot\Console.NET
o Select properties then Security tab
o You should see full permissions for SYSTEM, ASPNET and possibly
Everyone.
Console.NET version 3.0 uses Microsoft Framework 2.0. If Framework 1.1 is
installed and there was a beta version of Microsoft Framework 2.0 previously
installed, a Microsoft glitch prevents the website from using version 2.0.
o Un-install Microsoft Framework 1.1 from "Add Remove Programs"
Un-Install
Before attempting a Un-install, exit from PBX Management utility by right clicking on
the icon in the system tray and selecting "Exit".
•
An attempt to Un-install without exiting from PBX Manager will produce the
following error:
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Chapter 8: Appendices
Norstar CTA Compatibility Chart
Note: Since Console.NET requires Microsoft IIS available on Win 2000 and XP,
the only compatible CTA devices for Norstar Installations are CTA100 and
CTA200(Serial Cable).
Warranty/Software Support
Console.NET comes with a 60-day warranty period commencing from the time of
license activation.
ConverTec warranties Console.NET to perform as per specifications in the Installation
User Guide provided all Minimum Requirements listed in the guide have been met.
Interaction with the Nortel telephone system depends largely upon correct and stable
operation of Nortel CTE (Computer Telephony Engine). Issues with the CTE interface
are beyond the control of ConverTec and do not constitute Warranty coverage.
Although all efforts are made to test functionality with all compatible systems, the
possibility exists that particular system configuration may produce unexpected results.
In the unlikely event that an unforeseen issue arises during the warranty period,
ConverTec agrees to investigate and resolve any issues within the control of the
software. If an issue is determined to be caused by the Nortel CTE interface, your
telephone system dealer is responsible for resolving the issue through Nortel directly.
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Console.NET Installation & User Guide
In the unlikely event that a Nortel CTE issue is discovered, ConverTec will provide
assistance to the dealer in resolving the issue with Nortel.
An optional 12 month software Assurance Plan is available from your ConverTec
dealer. This package provides unlimited telephone support, via a toll free support
phone number, along with no cost product upgrades.
See your dealer for pricing or call ConverTec Inc. at 1-877-937-8228.
Page 80
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Index
B
M
BCM Installation Wizard
BCM LAN CTE Client Installation
C
15
6
Microsoft Prerequisites
9
2
Minimum Requirements
N
Call Control
57
47
38
19
55
24
38
Navigator
64
79
5
Call Duration
Norstar CTA Compatibility Chart
Company Contacts
Console.NET Licensing
Console.NET Login
Console.NET Main GUI
Customers / Contacts
D
Norstar CTA Installation
Norstar DN Discovery
14
P
Published IP address
76
R
Report Toolbar
51
43
Directory Number / Configuration
Directory Number extension Sorting
E
31
69
Reports
S
Sample Reports
Server / Configuration
Server / Lines
Server / Messages
Server / Notification Messages
Speed Dialing
Summary By Extensions
System
50
23
27
28
30
65
44
70
Extension Directed Features
Extension Layout Settings
External Call Transfer
G
60
67
67
Global Options
40
55
GUI Graphical User Interface
I
Inbound Calls
43
39
1
T
Independent Contact
Introduction
Troubleshooting
U
78
L
Upgrading
11
70
62
Language Selection
License Confirmation for BCM 3.x
License Confirmation for BCM 50
71
73
75
URL
Using Console.NET Messaging
W
Warranty/Software Support
80
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