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Alcatel-Lucent 4059 Extended Edition Attendant Console: Product Description
Alcatel-Lucent 4059 Extended Edition Attendant Console: Product Description
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PRELIMINARY
Copyright Alcatel-Lucent 2010. All rights reserved.
Passing on and copying of this document, use and communication of its contents not permitted without
written authorization from Alcatel-Lucent.
Notice
While reasonable effort is made to ensure that the information in this document is complete and accurate at
the time of printing, we can not assume responsibility for any errors. Changes and/or corrections to the
information contained in this document may be incorporated into future issues.
This document describes the Alcatel-Lucent 4059 Extended Edition Attendant Console R1.0.
Some equipment, components, or features may not be offered in every country. For more information,
contact your Alcatel-Lucent representative.
Who Should Use this Document ?
As a description of the solution, this document can be used by Alcatel-Lucent vendors, clients, partners and
associates involved with the implementation of Alcatel-Lucent 4059EE attendant Console.
Terms and Abbreviations Used in this Document
Short forms A4059EE is used in this document for Alcatel-Lucent 4059 Extended Edition Attendant Console
(products long form).
Short form OmniPCX Enterprise is used in this document for Alcatel-Lucent OmniPCX Enterprise
Communication Server (products long form).
TABLE OF CONTENT
1.
INTRODUCTION ................................................................................. 4
2.
3.
ARCHITECTURE ................................................................................. 5
4.
4.1.
4.2.
4.3.
5.
5.1.
5.2.
5.3.
5.4.
5.5.
5.6.
5.7.
6.
7.
LANGUAGES ....................................................................................11
8.
9.
INSTALLATION .................................................................................12
10.
1. INTRODUCTION
The Alcatel-Lucent 4059 Extended Edition (4059EE) operator console is a state of the art operator console
for OmniPCX Enterprise. This application is intended for replacement of the 4059IP attendant console.
The 4059EE Attendant Application is integrated into the Alcatel-Lucent OmniPCX Enterprise. This
application provides the maximum level of comfort and user friendliness. It is used either when there is just a
single attendant position needed for a system or as part of a team of attendants when telephonic welcome
traffic means that several attendants are necessary.
The Alcatel 4059EE Attendant Application is used to optimize call management: to answer to and easily
route incoming calls, to manage internal calls and, if necessary, to connect internal sets to recipients outside
of the system.
The A4059EE up-to-date graphical user interface provides to the operator a user-friendly tool for efficient
calls dispatching, and a good image of the company for the visitors.
The A4059EE operator console application relies on the same calls distribution software and interfaces in the
OMNIPCX Enterprise as the 4059. That means that all 4059 call handling features are already available with
the 4059EE.
In addition, the A4959EE software architecture is ready to integrate unified communication features.
The 4059IP attendant remains in the catalogue till the 4059EE can replace it in all the cases (languages,
support of keyboard for visually disabled operator, etc).
3. ARCHITECTURE
The Alcatel 4059EE Attendant application runs on a PC connected through the IP network to the OmniPCX
Enterprise Communication Server.
The application runs on Microsoft Windows XP or Windows Seven operating system environment, 32 or 64 bits.
The 4059EE application works either with the dedicated attendant keyboard (with specific call handling keys
and leds) or with a standard PC keyboard.
Important note: on the first version of the 4059EE, the dedicated keyboard is only supported on a 32 bits
operating system.
The PC running the application has to be associated with a telephone set (legacy or IP hard-phone or softphone).
The 4959EE application relies on ABC-A protocol and Web Services to communicate with OXE and
MyTeamwork.
Several attendant positions can be connected to an OXE, one instance of the A4059EE application has to be
installed on each PC.
If there are several attendants, they must be part of attendant groups. The maximum number of attendants
in an attendant group depends on the OXE product software version.
The attendants within a group can use different sets/consoles, but all the terminals of the group must be on
the same node. An attendant terminal can only belong to one group.
When the attendant is logged-on, the set is used for the audio (voice communications), all displays and icons
are on the PC Graphical User Interface, all phone sets keys are disabled.
When the 4059EE Attendant Application is logged-off, or when 4059 IP application is not running, the
associated phone set can be used as a business set. In case of failure on the PC or loss of IP network
connection, night service or overflow solution can be managed for the phone set.
Each Attendant key corresponds to a specific function. A LED is associated with each keyboard key dedicated
to call handling. A lit LED informs the attendant that the corresponding key is available for any operation.
There are also several leds providing information about the attendant or the OXE.
4.1.
4.2.
SPECIFIC LEDS
Night forwarding
Trunk reservation, Mail, System message
Auto answer
Auto transfer
4.3.
The 4059EE is compatible with the UnitedVision equipment for visually impaired users. Please refer to
Alcatel-Lucent Application Partners Program web site for details.
5. GRAPHICAL INTERFACE
The 4059EE provides a brand-new Graphical User Interface.
5.1.
The call handling area provides all available information about the current call :
Calling number & name including fwd & association states
Entity
Device state
Call state
Call condition, characteristics and user data (i.e. fwd to text info, billing...)
User presence information (MyTeamwork presence)
5.2.
The call queues area displays two or three queues, according to operators preference (OXE settings).
Two queues display :
The Incoming calls queue is positioned to the left. It displays the calls waiting to be answered
The CampOn queue, positioned to the right, for transfered and parked calls
Three queues display :
The Incoming calls queue is always visible and positioned to the left. It displays the calls waiting to
be answered
The Routing queue, labelled Camped on calls, for transfered calls, positioned in the middle
The Holding queue, labelled Parked calls, showing individually parked calls, positioned to the
right
5.3.
This area provides the operator with presence and status information for a set of devices or trunks, using
supervision icons. Extensions, trunk groups and trunk lines can be monitored.
The status is depicted using a combination of icons graphics and icons coulor, a ToolTip is shown when
hovering over a device, displaying textual description of the current status.
5.4.
STATUS BAR
The status bar, placed on the bottom of the window, indicates the overall status of the application.
Following information is shown :
Operator state; Unplugged, Plugged In & Timed Out.
Current group status, Night, Day, Fwd1 & Fwd2
Handsfree status, crossed over = handfree
Mute status, crossed over = muted
Speaker status, filled in = speaker active
Current volume
Auto answer, active/inactive
Auto transfer, active/inactive
Guide mode, active/inactive
Service mode, active/inactive
System message, active/inactive
User message, active/inactive
Trunk reservation, active/inactive
Keyboard type, standard or ALU USB
OXE connection state, OK/KO
On the right of the status bar, the call waiting counters display the number of incoming calls per state
(normal, medium, urgent).
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5.5.
CALL BY NAME
A text input bar is located just above the call queues. It is used for dialing of for call by name.
Usage is following : first enter the information, then request for an action.
Type a number and press the [ENTER] key for direct dialing.
Type a name, surname, initials, number and press [Shift]+[ENTER] for call by name.
The call by name works as follows :
J D will search for the initials J and D
1234 will search for mcdu 1234
Doe will search for surname Doe
Basically, when 4059EE option Search by first name first is set to True. First entered word is
considered a first name, all subsequent words are considered a surname. In case of a composed first
name, a separator (,) must be used between first name and surname. Search by "John van Doe"
results in first name "John" and last name "van Doe". Search by "John Anders, van Doe" results in first
name "John Anders" and last name "van Doe".
When 4059EE option Search by first name first is set to False. All words entered except the last
are considered a surname, last word is the first name. In case of a composed surname, a separator
(,) must be used between surname and first name. Search by "van Doe John" results in first name
"John" and last name "van Doe". Search by "van Doe, John Anders" results in first name "John Anders"
and last name "van Doe".
5.6.
PHONE LISTS
5.7.
Just above the status bar, two tool bars with dynamic softkeys are displayed.
The upper one contains six soft keys which are dynamically updated and change function according to
the current call state.
The proposed features can be triggered either by mouse click or by pressing the corresponding S1 to S6
key on the dedicated keyboard.
On a standard PC keyboard, the S1 to S6 keys are replaced by [shift]+F1 to [shift]+F6 keys.
The lower bar exposes the F1 to F12 keys. Active state is indicated by bold font.
Chained Call
Routing with chained release allows the attendant to transfer an external call to an internal set.
The external party is rerouted to the attendant set as soon as the internal user has on-hooked.
The same call can therefore be routed to several sets in succession.
Charged Call
During the routing of an external outgoing call to an internal user, the charged release activates the
call back to the attendant set when the internal set on-hooks. Answering the call back displays the
identity of the set and the number of charge units charged to this set.
Release Control
During the routing of an external call to a busy internal set, the attendant can put the call on
hold with release control. When the internal user on-hooks, their set is not rung, but the external
call returns to the attendant set. The attendant can then route it to the called user.
Forwarding between attendants
The attendant can forward an internal or external call to another attendant (or attendant group)
whose set is in service and available. The attendant can thus successively route the same call to
several user sets.
Voice frequency/DTMF.
Also called transparent dialling, or over-dialling (DTMF), this function is used to resend additional
dialling to the same party on the line.
Record the current conversation.
Malicious call (not available in the USA).
Indicates a malicious call, to the system administrator for an internal call, or to the telephone
operator for external calls.
Note: For external calls to be indicated as malicious, you must have a subscription for this service with
the telephone operator.
8. LANGUAGES
The 4059EE supports the following languages:
English
French
German
Swedish
Norwegian
Dutch for Nederland
Portuguese
Danish
Italian
10. INSTALLATION
The 4059EE software is delivered on a DVD which includes the installation wizard, the 4059EE application
itself, the keyboard driver and the pre-requisites (.NET framework) for an installation on top of an already
installed windows operating system.
At first launch, the 4059EE application runs the Settings Manager, requesting for all information needed by
the application like the IP address of the PBX, the attendants directory number and languages.
All parameters a stored on the PC and dont need to be re-entered after a version upgrade.
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