CHAPTER-1

INTRODUCTION

The Alcatel-Lucent 4059 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 4059
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 4059 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 A4059 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 4059.

In addition, the A4959EE software architecture is ready to integrate unified communication features.
The 4059IP attendant remains in the catalogue till the 4059 can replace it in all the cases (languages,
support of keyboard for visually disabled operator, etc).

1.1 ARCHITECTURE

The Alcatel 4059 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 4059 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 4059, 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
soft-phone).
Several attendant positions can be connected to an OXE, one instance of the A4059 application has to
be installed on each PC.

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 set‟s keys are disabled.
When the 4059 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.

1.2 ATTENDANT CONSOLE DEDICATED KEYBOARD

The 4059 attendant console is able to work either with a standard PC keyboard or the dedicated
Attendant keyboard.
• Alcatel-Lucent recommends using the later, which provides a user-friendly ergonomics allowing very
efficient calls management.

The Attendant keyboard has additional keys, dedicated for call handling and other telephone functions.
These keys are used for immediate call handling, even when using another application

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.
CHAPTER-2

BASIC SCREENS

FIG 1: This screen is displayed when the Alcatel 4059 is connected to an OmniPCX.

2.1 Title and menu bars

The title bar displays the name of the application as well as the name of the current user.
The menu bar can be found directly below the title bar. It displays the list of operations which are
available to you.

2.2 Information display field

The information display field occupies the top half of the screen and comprises a display field
containing:

- supervision icons,
- programmable keys,

The supervision icon field and the programmable key field can be displayed either separately or
together.
The windows of these fields may be re-sized and re-positioned in order to better organize the screen.
If the two fields occupy the top half of the screen, you can pass from one to the other using the "TAB"
key.

A signaling bar in the upper part of a field indicates that you are working in that field (small icon turns
green if block is being used or not) as well as the number of pages it contains. Within the supervision
icon field or the programmable key field, you can move around using the "PAGE UP" or "PAGE DOWN"
keys. This is also the case for the cursors which appear in the right hand side of the field which appears
if additional pages are required for the number of icons.

Up to 8 supervision icons and 12 programmable keys can be displayed on the main screen.
The programmable keys are distributed on 1 page with 8 keys and 1 page with the 4 remaining keys.

2.2.1 Supervision icons

The supervision icons indicate the status of sets, network lines and trunk lines.

The attendant may point the mouse to an icon to find out its function and status.

2.2.2 Programmable keys

The programmable keys enable you to access keys which have already been programmed by
the system in management, such as: directory no. supervision, individual routing, etc.

Use:
To select a function, directly press the key (F1 to F8 ) which corresponds to the function you require.
If there are more than 8 functions programmed, move to the next page before selecting the key.

Remark: You may also select a function by clicking on it with the mouse.
The attendant may also point the mouse to a programmable key to find out its function and its status
(indicated with an led).

2.3 Status bar

This display field, which is located in the center of the screen, is composed of:
- call waiting counters,
- a row of icons,
- the dialing area.

Warning: the dialing area only appears for the time it takes to enter the user number in the field
which displays the row of icons.

2.3.1 Call counters

This field indicates the number of calls:
- urgent and waiting (Urg),
- changing from normal status to urgent status (Avr),
- normal and waiting (Normal).

2.3.2 Row of icons

The status of the attendant set is indicated by a row of icons.

In the example:

2.3.3 Dialing area

The dialing digits are displayed here as they are entered. They only appear for the length of time it
takes to dial the number, after which the field containing the status of the attendant set is displayed.

2.4 Call handling field

The call handling field displays all the information necessary for handling a call.
There is a difference between the attendant set when it is free and when it is handling a call.
When the set is free, the call handling field on the left displays a list of calls arriving, while the one on
the right shows a list of calls being forwarded or on hold. When the attendant set is active, the call
handling field on the left concerns the main call in progress and the one on the right shows information
on an enquiry call.
2.4.1 Attendant set idle

When idle, the fields displayed are:

- the field identifying the calls to be processed,
- the field for calls which are waiting or being routed,
- the call waiting counters (urgent and the total of calls).
It is important to note that the counters are present whether or not the attendant authorized
them during management.

2.5 Calls arriving field

This field offers two modes for displaying incoming calls, .list. mode and .counter. mode.
Switchover between modes depends on the number of attendants using the system. To determine this,
a threshold (that can be configured in management) gives the maximum number of attendants using
the system that, when exceeded, results in console display mode switching from .list. to .counter.
Mode.

Description of the two modes:

2.5.1 List mode:

The following information is displayed:

• the incrimination of the counter,
• the identity of the caller (Surname-First name),
• his directory number.
Calls do not need to be dealt with according to their arrival order ; the operatormay respond
as he pleases.
Additional user information will be displayed when the attendant picks up the line.

2.5.2 Counter mode:

This field only shows the total number of incoming calls to the attendant and urgent calls waiting. The
attendant takes calls (lines) in the order in which they arrive, that is, the first call to arrive is the first
to be dealt with.
2.6 Calls on hold field

The users Surname-First name and telephone number are displayed in this field.

2.7 Attendant set active

2.7.1 Information on main call field:

The attendant sees an icon which gives the status of the call, the Surname-First name of the
user, the status of the set his directory number and telephone category.

Remarks:
The icon displays the status of the user set.
The information displayed changes according to the call handling.

2.7.2 Enquiry call information field:

This field gives you access to information concerning internal or external enquiry calls made by the
attendant (for example to transfer the main call). The attendant will view a display showing the name,
the directory number, the status of the enquiry call correspondent with its service class and the nature
of the call and its entity.
Remark: The information fields for a call in progress is surrounded with a black border while the field

for the main caller is grayed out. You may move from one field to another by pressing the key.

2.8 User entry field

The user entry field is composed of 6 function keys. The functions relating to call handling are accessed
exclusively with the Alcatel PAC keyboard numbered from S1 to S6.

The mouse may also be used by clicking on keys S1 to S6 in the user entry field.

The functions associated with the keys S1 to S6 depend on the status of the current call.

The keys and on the keyboard correspond to the and keys on the screen. They are used
to switch from one page to another.

2.9 Date and time

Indicates the date and time of the system and is located at the bottom of the welcome screen.
The attendant may change the date and time regardless of whether or not the system manager
authorizes this feature.