CCS Connection Assistant User Guide PDF

User Guide
Connection Assistant
For sales, service, or technical support, contact

your local authorized Inter-Tel dealer.
If you have questions or comments about this User

Guide, contact Inter-Tel Technical Publications at:
Tech_Pubs@inter-tel.com
Table of Contents
CONTENTS
Overview
PAGE
1
Connection Assistant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Call Center Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Call Segmentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Call Modeling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Support Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Getting Started
Launching the CD-ROM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Using the CD-ROM Launcher . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Installing Connection Assistant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Accessing Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Connection Assistant Banner
11
Starting Connection Assistant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Connection Assistant Banner Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Titlebar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Buttonbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Call List. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Extension Status. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Window Control Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Statusline . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Call Control Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Dial List. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Tooltips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Shortcut Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Toolbar Menus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Connection Assistant Banner Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Always On Top . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Auto Size Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Dialing Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Using Connection Assistant Banner . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Quick Connect . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Call List. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Examining Call Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Call Control Functionality . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Creating a Hotkey . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Displaying a Button Macro . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Inter-Tel, Inc. 2003 printed in USA
CONTENTS
PAGE
Personal Call Logger

Starting Personal Call Logger . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Viewing the Call List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Filtering the Call List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Making Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Call Summary
37
37
38
39
40
41
Starting Call Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Network Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Automatic Configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Manual Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Call Summary Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Tile Area . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
StationViewer List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
41
42
42
43
44
45
45
45
Main Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Shortcut Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Tiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Adding a New Tile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Editing a Tile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Removing a Tile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Zooming Tiles. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Cut, Copy, and Paste . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Arranging Tiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Moving Tiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Setting Alarms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
46
46
47
48
49
49
50
50
50
52
52
StationViewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
StationViewer List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Program StationViewer Devices and Colors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Control Calls with StationViewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Customizing Call Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
55
55
58
61
62
Personal Navigator
Starting Personal Navigator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Working with Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Adding a Rule. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Editing a Rule. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Deleting a Rule. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Enabling and Disabling Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Working with Actions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Adding an Action . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Editing an Action . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Deleting an Action . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Enabling and Disabling Actions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
67
67
69
69
72
73
73
74
74
76
77
77
CONTENTS
PAGE
Configuring Personal Navigator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78

Action Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
OVERVIEW
Overview
CONNECTION ASSISTANT
Connection Assistant is a software product that provides telephony call control and
desktop automation (screen-popping) on a Windows-based computer. This application
allows you to view screen pop information from your company database, based on the
current call, and control calls from your PC.
CallViewer consists of the following four components:
CallViewer Banner: Allows you to screen pop applications and control calls
using your desktop (see page 11).
Personal Call Logger: Displays a list of calls made from and received at your
extension. This list includes information such as the duration of the call, whether
it was internal (IC) or external (CO), whether the call was answered, etc. (see
page 37).
Call Summary: Displays various statistics on your desktop (see page 41).
Personal Navigator: Allows you to create call routing rules for calls made from
or received at your extension (see page 67).
This guide details how to use each of these components.
CALL CENTER SERVER

To use Connection Assistant, Call Center Server (version 3.11 or later) must be
installed and running on a designated CTI Server on your LAN (Local Area Network). Call Center Server is the application that provides the link between the InterTel phone system and Connection Assistant.
Connection Assistant User Guide
Call Segmentation
OVERVIEW
Call Segmentation is a configurable feature within Server that improves the accuracy
and details of call reporting. Some of the improvements that Call Segmentation provides include:
Detailed Trunk Call Transfer History: When a call is transferred several times
throughout its duration, the Call Segmentation feature tracks all of the extensions/
agents that have received or transferred the call.
Accurate Call Duration Measurement Against Devices: Call statistics, such as
Talk Time, Avg Talk Time, and Calls In, can be accurately calculated for each
extension or agent even when a trunk call is transferred several times between
different extensions.
Detailed Hunt Group Call Measurement: Call Segmentation gives you more
detailed reporting against hunt group devices. For example, a trunk line call can
be answered by an agent within one hunt group and then transferred by that agent
to a different hunt group. The caller could then abandon the call while waiting in
the second hunt group queue. This trunk call is not only considered answered
in the first hunt group and abandoned in the second, but it will have separate
waiting times associated with the different hunt groups. Call Segmentation tracks
these hunt group statistics separately to enable this type of measurement.
Highly Configurable: The Call Segmentation feature is highly configurable,
enabling you to choose how Call Center Server will calculate trunk line call statistics for different devices on the telephone system.
For detailed information on Call Segmentation, see the Installation Manual.
Call Center Server
Call Modeling
When you model calls by trunk line (i.e., Call Segmentation is disabled), the Server
uses less hard drive space. Call reports, however, will be less detailed and include
only one segment per call. When modeling by device (i.e., Call Segmentation is
enabled), the Server uses more hard drive space, but call reports are more detailed as
each call is segmented based on the device where the call rings.
SUPPORT SERVICES
If you have questions about Connection Assistant, refer to this manual or the on-line
help. If you need additional support, please contact the designated on-site System
Manager. If this does not resolve the problem, contact Technical Support.
NOTE: Technical support personnel may need to view the installation, setup, etc. of
the Server. This is achieved faster and easier through a program like pcAnywhere,
which allows remote control of the computer. A pcAnywhere CD-ROM is included with
Call Center Server, and it is recommended that you install it on the computer running
Server.
Customers performing their own Custom Macro development may obtain Technical
Support by purchasing blocks of support time through Inter-Tel Custom Solutions
(ICS).
Contact ICS Sales for additional information or to place a support block order:
Email: icssales@inter-tel.com
Phone: 800-644-7605, ext. 60588
OVERVIEW
Call Segmentation is provided by modeling calls based on trunk lines or devices.

Each of these options not only have an affect on what information the different modules display, but they affect the performance of the Server and other applications.
OVERVIEW
HELP
Help is a complete on-line reference tool you can use at any time. Help is especially
useful if you require information quickly or if the manual is not available. When the
application is active on your desktop, you can press F1 to access the help for that particular window. Or, you can click the Help button in various windows or the Help button ( ) on the toolbar.
The rest of this manual includes information on installing, programming, and using
Connection Assistant and its associated components.
Help
Getting Started
LAUNCHING THE CD-ROM
To install the software on the PC:
1. Ensure that Windows is running. (For best results, close all other Windows applications.)
2. Insert the Call Center Installation CD-ROM into the drive.
The CD-ROM Launcher should begin. If it does not:
a. From the Windows Start menu, select Run. The following dialog box displays.
b. Enter the CD drive location (usually D or E) followed by:\Autorun.exe

(e.g., D:\Autorun.exe).
c. click OK. The Launcher will begin.
GETTING
STARTED
The following instructions assume that Windows 95/98/ME/2000/XP/NT 4.0 or later

is installed on your PC and that you are familiar with Windows procedures.
USING THE CD-ROM LAUNCHER

The Launcher presents you with the following set of
options:
GETTING
STARTED
Install Products: Displays different options for

installing Connection Assistant (see the next section).
View Documentation: Displays the available
Connection Assistant documentation, and allows
you to install Adobe Acrobat Reader (see
page 10).
Inter-Tel on the Web: Uses your PCs browser to access the website for InterTel US or Inter-Tel Europe.
About this CD: Displays information about the Connection Assistant developers.
As you progress through the hierarchy of options, click Back in the bottom right corner of the launcher to return to the previous page or Exit to quit immediately.
INSTALLING CONNECTION ASSISTANT

To install Connection Assistant from the CD-ROM:
1. Click Install Products from the first page of the Launcher.
2. Enter the 8-digit license key that is shown on a label attached to the inside cover
of the Connection Assistant software folder. Click Next to continue.
3. Click Install Connection Assistant and then click Connection Assistant
Client. The Setup Wizard runs. Each set of options is shown on its own page and
includes Next/Previous buttons for navigating through the wizard. This wizard
includes the following pages:
Licensing Page: If not already complete, enter the 8-digit license key and
click Next.
Welcome Page: Click Next. The Welcome page begins a sequence of Setup
Wizard pages, which are used to collect some configuration defaults for the
software.
Choose a Language: Select the appropriate language from the combo box
and click Next.
License Agreement: Read the license agreement, then choose the I accept
the license agreement option if you agree to the licensing terms. Click Next.
Choose a Folder: Use the suggested default folder. If necessary, you can
change the installation folder location. Click Next.
Getting Started
Options and Components: Choose what Connection Assistant user interface to use and what additional features to install. You have the following
options:
Call Summary: Installs the Call Summary, which provides real-time
call information and a desktop Direct Station Selection (DSS) option.
See page 41 for details.
Personal Navigator: Installs the Personal Navigator, which allows you

to create rules and actions for customized call routing. See page 67 for
details.
Ready To Go Macro Support: Installs pre-programmed screen popping
macros for use with the application selected in the Macro Application
Support screen (see the next page).
Microsoft Outlook Extensions: Currently not supported. Do not select
this option.
Dongle Driver: Installs the dongle driver required for compiling custom macros.
Call Note Macro: Installs a macro that allows you to attach notes to
calls. These notes then follow calls whenever they are transferred or
routed. See page 31 for details.
When you have selected the desired options, click Next.
NOTE: The Microsoft Outlook Extensions option is currently not supported and
should not be selected. If you select this option, the Microsoft Outlook toolbar will
display some icons that are not usable.
Macro Application Support: (This option is displayed only if the Ready To

Go Macro Support option was selected in the Options and Components
screen.) You can install out-of-the-box or pre-configured macro support
for one of the listed applications.
If installing macro application support for any application other than
Microsoft Outlook, make the selection and click Next. Proceed to Network Settings below.
GETTING
STARTED
Personal Call Logger: Installs the Personal Call Logger, which displays the call activity for the programmed extension. See page 37 for
details.
If installing macro application support for Microsoft Outlook,

a. Select Microsoft Outlook: Calls and E-mails.
b. Select the types of calls that will invoke a screen pop and select
whether the screen popping will occur automatically or if the user is
prompted for a screen pop. Click Next.
GETTING
STARTED
c. Configure the Outlook screen popping options. Click Next. Proceed to Network Settings below.
Network Settings: Select the network settings Connection Assistant will use
to communicate with Server. The following window is displayed; simply
choose the required protocol from the drop-down list.
NOTE: The selected network protocol must be identical to the protocol that was
specified in the installation and/or configuration of Server.
Use Simulation Mode: Select this option to install Connection Assistant

in a debug mode. This allows you to simulate calls in Connection
Assistant without being connected to the Server. This can be very useful
when creating and testing Connection Assistant macros.
NOTE: If you select this option, the other fields in the screen become unavailable.
Connect to CTI Server: Select this option to connect to a CTI Server.

Protocol: Select the protocol you want to use for connecting to the
Server. Your options are NetBIOS (for use with IP/IPX and NetBEUI)
and TCP/IP (for direct IP connection). (If you do not know which protocol to use, ask your Network Administrator.)
NOTE: It is recommended that you use TCP/IP if installing Connection Assistant for the first time. A direct TCP/IP connection is faster and easier to diagnose.
Extension: Enter the extension that will perform call control using Connection Assistant.
Display network settings at startup: Select this option if you want Connection Assistant to display the current network settings whenever the
application is started.
Getting Started
Dial Rules: Select the Specify dial rules for this installation option, and
enter the outbound dialing prefix (e.g., 8 or 9) in the text box provided. This
information is critical for outbound dialing.
NOTE: The other option, Calculate dial rules via the Server, applies only to the
UK.
Local area code: Enter your local area code (e.g., 480).
Local toll calls: Enter any prefixes, within your local area code, that
may require the long distance code. You can enter partial prefixes to
indicate a range (e.g., 8 would indicate 800-899).
Long distance code: Enter the code required to dial outside your area
code (e.g., 1 for the US).
Dont dial long distance code: Enter a comma-separated list of area
codes that do not require the long distance code.
International dial code: Enter your international dial code (e.g., 011 for
the US).
If this is the first time you have installed Connection Assistant on your computer, the application will attempt to find Server (the CTI Server) on your
LAN and automatically configure the network settings.
Create Shortcuts: Check the appropriate settings to select which program

shortcuts should be created. Click Next.
Installation Complete: When the installation has completed, this wizard

page displays the Start Connection Assistant checkbox, allowing you to
choose whether you want to run Connection Assistant immediately upon
clicking Finish . This option is not visible if a restart of the operating is
required in order to complete the installation.
4. Click Install. The set-up program copies files which may take several minutes.
When the installation has completed, this wizard page displays the Start Connection Assistant checkbox, allowing you to choose whether you want to run Connection Assistant immediately upon clicking Finish. This option is not visible if a
restart of the operating is required in order to complete the installation.
GETTING
STARTED
If you selected Specify dial rules for this installation in the Dial Rules window, a new window is displayed prompting you to enter outbound call information. Complete the following fields:
ACCESSING DOCUMENTATION
The CD-ROM contains the Connection Assistant Installation Manual, which is stored
in Adobe Acrobat format. You need the Acrobat Reader installed on your computer
to be able to successfully read this document. (The Acrobat Reader can be installed
from the CD-ROM).
GETTING
STARTED
To access the documentation:

1. Click View Documentation from the CDROM Launcher.
2. Select one of the following options:
Install Acrobat Reader: Installs Acrobat Reader if you do not already have
this application on your PC.
Manuals: Displays the Connection

Assistant Installation Manual and User
Guide in Adobe Acrobat.
Configuration Notes: Lists various notes designed to help you install the
different products. Select one of these options to open the document in
Adobe Acrobat.
3. Click Back to return to the first page in the Launcher, or click Exit to quit.
NOTE: It is recommended that you have Adobe Acrobat version 4.05 or later on your
PC. If you have a version that is prior to v4.05, the document may not display correctly.
10
Getting Started

STARTING CONNECTION ASSISTANT
To start Connection Assistant:
1. Select Programs from the Windows Start menu.
2. Select the Inter-Tel Call Center Suite sub menu.
NOTE: If the Network Settings have not been configured yet or have not been configured correctly when Connection Assistant banner starts, the application will invoke a
self-configuration mode to attempt to automatically find the Server on your LAN. See
the Installation Manual for more information.
CONNECTION ASSISTANT BANNER WINDOW

When you start Connection Assistant, the main banner window displays, as shown
below.
Toolbar
Windows Control Buttons
Titlebar
Call List
Buttonbar
Statusline
Call Control
Buttons
Extension
Status
Dial List
NOTE: Your Connection Assistant banner window may have less functionality if you
have not purchased a version of Server that is licensed for call control.
Each feature displayed in this window is described in the following sections.
11
BANNER
3. Select Connection Assistant and then the Connection Assistant menu item.
After a short wait, Connection Assistant will start. In addition, if installed, Personal Call Logger, Personal Navigator, and Call Summary are automatically
started when you start Connection Assistant banner.
Titlebar
The titlebar is the rectangular region at the top of the window. It displays the name of
the application and indicates if Connection Assistant is Off-Line. Off-Line indicates
that Connection Assistant has not yet connected to the Server, and it is not ready to
display calls from/to your extension device. Connection Assistant may be Off-Line if
your network supervisor has closed down the network or if the Server has been shutdown or is not physically connected to the network.
Toolbar
BANNER
The toolbar contains buttons that activate drop-down menus or execute an action. You
can use the options in these menus to configure banner Connection Assistant or perform special tasks. The tasks associated with each toolbar button are specified in the
table below.
BUTTON
DESCRIPTION
Displays the Action Menu.

Activates the Settings Menu.
Enables/Disables automatic macros. If the button is clicked down (i.e.,
recessed) automatic macros are enabled; otherwise, they are disabled.
Displays the Help Menu.
Dials a telephone number or digits over an existing call using the number highlighted in the last activated Windows application (performs Go
Dial). The button is disabled if it does not make sense to perform this
action. If Connection Assistant is not connected to the Server, the button
displays a red X ( ).
Activates Call Summary (see page 41 for details). If the Call Summary
option was not selected during installation, this button is not displayed.
Activates Personal Call Logger (see page 37 for details). If the Personal Call Logger option was not selected during installation, this button is not displayed.
Activates Personal Navigator (see page 67 for details). If the Personal
Navigator option was not selected during installation, this button is not
displayed.
12
You can change the method that Connection Assistant uses to grab telephone numbers from another Windows application by changing the Go
Dial Method setting in the Dialing Settings window (see the Installation Manual).
NOTE: The
button may not be visible if you have not purchased a version of Connection Assistant that is licensed for call control functionality.
Buttonbar
Call List
This area displays information about inbound and outbound calls (see page 24 for
details). The presentation of this information can be altered by choosing the
Advanced command from the Settings menu. The call list automatically grows
when more than one call is active.
Extension Status
To the right of the Call List, there is a picture that indicates the status of your extension, as described in the table below.
BUTTON
INDICATION
The Connection Assistant application is Off-Line.
Your extension is idle.
Your extension is busy.
Your extension is ringing.
13
BANNER
The buttonbar contains the configurable button macros. Your supervisor or manager
should have already configured these to automate various tasks. However, you can
program which buttons are displayed (refer to the Displaying a Button Macro section
on page 34).
Window Control Buttons

These buttons affect the Connection Assistant banner window, as described in the
table below.
BUTTON
DESCRIPTION
Minimizes the Connection Assistant banner window.

Maximizes the Connection Assistant banner window.
Restores the Connection Assistant banner window to toolbar size.
BANNER
Exits Connection Assistant. (If installed, the Call Summary window does
not close when you exit the banner window. Personal Navigator and
Personal Call Logger, however, automatically close when you exit the
banner window.)
Statusline
The statusline is located at the bottom of the window. It indicates the status of your
telephone extension when there is call activity and tells you what Connection Assistant is doing when operations are being performed. In addition, when the mouse
pointer is moved over the toolbar buttons, macro buttons, and other Connection Assistant controls, the statusline displays their function.
14
Call Control Buttons

NOTE: These might not be visible or may be disabled (grayed-out) if you have not purchased a call control license for Server.
These buttons allow you to control calls at your extension (e.g., answer calls, dial a
specific telephone number, place calls on hold, etc.), as described in the table below.
BUTTON
DESCRIPTION
Drops the specified call that is shown in the call list (see page 27).
Places the specified call on individual hold (see page 27).

Places the specified call on System Hold (see page 27).
Directly transfers an answered call or redirects an alerting call to the
specified extension/group in one step (see page 29).
Places the specified call on hold and dials the specified extension/group
to make a consultation call for a call transfer (see page 28).
Transfers the specified call on hold to the party at the distant end of the
current call. Basically, this button is used to complete a call transfer. It is
provided so that you can choose the call to transfer to the party at the
other end of a consultation call if there is more than one call on hold at
an extension (see page 28).
15
BANNER
Answers the specified call that is alerting your extension (see page 27).
Dial List
NOTE: The Dial combo box may not be visible if you have not purchased a version of
Server that is licensed for call control.
This combo box shows the last 20 inbound or outbound calls made or received by
your extension. You can select an item in the list and click the (Re)dial button to call
the specified party.
BANNER
The picture in the first column of the list depicts the direction of the individual, as
shown below.
BUTTON
DESCRIPTION
An inbound call.
An outbound call.
Tooltips
Tooltips display on-screen descriptions of various controls on the Connection Assistant window when the mouse pointer pauses over them. For example, if the mouse
pointer pauses over a toolbar or macro button, a one-line hint is shown to indicate the
buttons operation (the assigned Hotkey is also shown at the end of tooltips text if
appropriate). See page 31 for information about Hotkeys.
16
Shortcut Menu
The shortcut menu provides a shortcut to commonly used commands or menus
accessed via the toolbar.
To activate the shortcut menu, right-click on the Connection Assistant or Quick Connect window. A list of menu items will display, as shown below.
BANNER
Toolbar Menus
Menu commands are accessed by selecting the toolbar buttons that activate Connection Assistants menus (see page 12). Or, you can access menu commands from the
shortcut menu. The three available menus are as follows:
Action Menu (
etc.
): Displays call control commands, such as Answer, Release,
Settings Menu ( ): Allows you to access configuration options, such as how to

display the Connection Assistant banner window, whether or not to display the
Quick Connect window, what options Quick Connect will display, etc.
Help Menu (
banner.
): Launches the on-line help system for Connection Assistant
For details about these menu options, see the Installation Manual.
17
CONNECTION ASSISTANT BANNER SETTINGS

Connection Assistant banner is a configurable application, allowing you to customize
the way you interact with the software and the way Connection Assistant interacts
with other applications. You can also configure various other features such at the Hotkeys and the Quick Connect window.
The following section describe how to configure a few of the settings in Connection
Assistant banner. For complete information about other settings, see the Installation
Manual.
Always On Top
BANNER
This setting makes the Connection Assistant banner window always appear over the
top of other open applications, even when Connection Assistant is not the active
application window.
To enable this setting, select Always On Top from the Settings (
or enable this option in the Window Settings screen.
) or shortcut menu,
NOTE: For more information on the Window Settings, refer to the Banner section in
the Installation Manual or the on-line Help File (press F1 key).
Auto Size Window

This setting makes the Connection Assistant banner window normal sized when there
is call activity at your extension and small (i.e., like a toolbar) when your extension is
idle. If you are not using the Quick Connect window as your main interface to Connection Assistant, it is recommended that you enable this setting so that the Connection Assistant banner window does not clutter the screen when calls are not being
handled.
To enable this setting, select Auto Size Window from the Settings (
menu, or enable this option in the Window Settings menu.
) or shortcut
the Installation Manual or the on-line Help File (press F1 key).
NOTICE
Refer to the Banner chapter in the Installation Manual or the on-line Help
File (press F1) for detailed information on other settings such as Window,
Advanced, and Network Settings.
18
The Connection Assistant banner window will pop up from its icon state (if minimized already) when there is call activity at your extension. If you are not using the
Quick Connect window as your main interface to Connection Assistant, you should
enable this setting so that accidental minimization of the Connection Assistant banner
window will not inhibit you from viewing call details.
To enable this setting, select Shortcut On Events from the Settings ( ) or shortcut
menu, or enable this option in the Window Settings menu.
the Installation Manual or the on-line Help File (press the F1 key).
Dialing Settings
To program the long distance dialing rules:

1. Select Dialing Settings from the Settings menu ( ). The Dialing Settings screen is displayed.
2. Ensure Specify dial rules for this
Connection Assistant installation is
selected in the Dial Rules section.
NOTE:
Calculate dial rules via

Server should not be selected. It is
valid only for the UK.
3. Enter the digit required to access an

outgoing trunk line (e.g., 8) in the
Outbound dial prefix text box.
4. Select Set Local Dial Rules.
19
BANNER
Because not all area codes require the long distance dialing code (e.g., 1), you should
configure Connection Assistant banner to automatically identify which outgoing calls
are toll calls. With dial rules, you can ensure the application inserts the long distance
dialing code for calls made to specific area codes and/or prefixes.
BANNER
5. Complete the following fields:
Local area code: Enter your local

area code (e.g., 480).
Local toll calls: Enter any prefixes

within your local area code that may
require the long distance code. You
can enter partial prefixes to indicate
a range (e.g., 8* would indicate 800899).
Long distance code: Enter the code

required to dial outside your area
code (e.g., 1 for the US).
Dont dial long distance code:

Enter a comma-separated list of area
codes that do not require the long
distance code (e.g., 623,602).
International dial code: Enter your international dial code (e.g., 011 for the
US).
Replace the + character with the international dialing code: Select this
option to automatically replace a plus (+) sign with the international code.
6. Test the dialing rules, if desired.

To test the dial rules:
a. Enter a telephone number to dial in the text box provided.
b. Click Test. The number is dialed, and the Actual number dialed box displays
the result. The following table provides a list of the possible outcome values.
Display Text
[Internal]
[Local]
[Local Toll]
[Long
Distance]
[International]
20
Description
The telephone number specified is less than the default number of

digits that Connection Assistant considers as being a valid outgoing
number. Connection Assistant, therefore, treats the number as being
an internal number (i.e., a device within the telephone system).
The telephone number is to an external number within the local
area.
The telephone number is an external number within the local area
code but that contains a prefix that requires the long distance code.
The number represents an external location outside the local area,
and the number of digits specified is equal to or greater than the
default number of digits that Connection Assistant considers as
being a long distance number. The number is also not in an adjacent
area where calls are considered local.
The telephone number is to an external number within another country.
7. Click OK when finished, or click Cancel to exit without saving changes. You are
returned to the Dialing Settings screen.
To save any changes, click OK. To cancel unwanted changes, click Cancel.
USING CONNECTION ASSISTANT BANNER

This section explains how to use Connection Assistant banner on a daily basis.
Quick Connect
The Quick Connect is a small, single-button window that you can move anywhere on
your desktop.
Titlebar
To move the Quick Connect window, click on the Quick Connect windows small titlebar and drag it to a new position on your screen. The Quick Connect is always shown
over all other normal application Windows.
NOTE: The Grab Telephone Number (
) button may be disabled (grayed-out) if you

have not purchased a version of Server that is licensed for call control functionality.
ALSO: If you do not see the Quick Connect Window, right-click on the Connection
Assistant banner window and select Show Quick Connect Window.
To make a call using Quick Connect:

1. Highlight a telephone number in another Windows application.
2. Click the Grab Telephone Number button ( ). Any non-numeric characters
detected in the highlighted text string are ignored, and the number is dialed from
your extension.
21
BANNER
Grab Telephone
Number Button
When you make and receive calls at your extension, the Quick Connect displays call
information as a shortcut Call List in a small tooltip-like window, as shown below
(see page 26 for more details on how to make a call). It will also display the Call Control buttons, as described on page 15.
You can configure what buttons and columns will be displayed on the pop
up call list by using the Quick Connect Settings window (see the following
BANNER
page).
The button displayed in the Quick Connect window may change, depending on
whether or not Connection Assistant is connected to Server and if it makes sense to
dial a telephone number or digits over an existing call, as described in the table below.
BUTTON
DESCRIPTION
Connection Assistant is not connected to the Server.

The button is disabled because it does not make sense to dial a telephone number or digits over an existing call. Or, you have not purchased a version of Server that is licensed for call control functionality.
22
To configure the Quick Connect window:

1. Right-click on the Quick Connect window. A shortcut menu displays.
2. Select Quick Connect Settings. The Quick Connect Settings screen is displayed,
as shown below.
BANNER
3. Select the options you want to enable (a check mark appears).

4. Click OK to save your settings or Cancel to exit without saving changes.
NOTE: You can change the method that Connection Assistant uses to grab
telephone numbers from another Windows application by changing the Go Dial
Method setting in the Dialing Settings window.
ALSO: You do not have to use the Quick Connect as your interface to Connection Assistant. You can use the main Connection Assistant banner window instead
to make and receive calls. When Connection Assistant is installed, you are asked
what interface you would prefer to use. If Quick Connect is chosen, the Connection Assistant banner window is still displayed but is permanently minimized. You
can change the way Connection Assistant is used later by modifying the settings
in the Window Settings and/or the Quick Connect Settings window.
23
Call List
The portion of the Connection Assistant banner window where the dialed or received
numbers appear is the Call List area. If you are using the Quick Connect window, the
Call List will pop up when a call is active (i.e., ringing or connected). If the Server
recognizes an incoming or outgoing call number, this area will display details pertaining to that caller. It also states the status of a call, using the icons listed in the following table.
BUTTON
DESCRIPTION
An unanswered outbound call.
BANNER
An unanswered inbound call.

The call has been answered.
The call is on hold.
The call was answered and is now on hold.
Various Call Control buttons are also displayed to the right of each call in the Call
List. These allow you to place the call on hold, drop the call, transfer the call, etc. (see
page 15 for details).
NOTE: The call control buttons might not be visible or may be disabled (grayed-out) if
you have not purchased a version of Server that is licensed for call control.
24
Examining Call Details

To obtain a summary of information on the current call you are handling, select Call
Details from the Action ( ) or shortcut menu. Or, you can double-click on a call in
the Call List. The Call Details screen displays, as shown below.
BANNER
NOTE: If a Call Note was added to the call (see page 31), the note is displayed in the
Last Account Code field.
To exit this screen, click Close.
Call Control Functionality

The following sections explain how to use Connection Assistant banner to make,
receive, and control calls from your computer screen. To use Connection Assistants
Call Control functionality, you can use either the main Connection Assistant banner
window or the Quick Connect window. You can also use the Hotkeys (see page 31) or
the shortcut menu (see page 17).
NOTE: Call Control functionality is only enabled if Connection Assistant is connected
to the Server and the Call Control Enabled menu item in the Settings menu is checked.
Call Control functionality might be grayed-out or disabled if you have not purchased a
version of Server that is licensed for call control.
25
Basic Operation
Before you use Connection Assistant banner for call control, ensure the titlebar does
not display Off-Line or that the picture in the Quick Connect Window does not display
a red X ( ). You must also make sure your telephone extension is working correctly.
Call Control and Hotkey Assignments
BANNER
You can assign Hotkeys (see page 31) to the different call control functions, such as
dial, answer, transfer, etc. These allow you to perform the call control action while an
application other than Connection Assistant banner is active. If you choose, however,
to use Hotkeys for call control, Connection Assistant will logically choose the call
affected by the action. For example, if you use a Hotkey for retrieving a call from
hold, Connection Assistant will search the call list and retrieve the first call it finds
that is in the held state.
Making a Call
You can make a call using Connection Assistant banner in a number of ways, which is
described below.
Method A
1. From the Action menu ( ) or the
shortcut menu, click Dial. The Dial
window displays, as shown on the
right.
2. Enter the extension, group, or external
telephone number in the text box, or use the drop-down menu to select a number.
3. Click OK to dial the number or Cancel to close the dialog box without dialing.
Method B
1. Use the Dial List drop-down box to select an existing item, or enter a new number in the Dial combo box in the main Connection Assistant banner window.
2. Press ENTER or click (Re)Dial.
Method C
Use the Quick Connect method, as described on page 21.
NOTE: When you make a call by dialing an external telephone number, you do not
need to specify the outbound dial prefix. This is stored in the Server and is sent to Connection Assistant when it connects on startup. The outbound dial prefix and the long
distance dial prefix codes are automatically added to the beginning of the dial string
using the rules contained within the Dial Settings section of Connection Assistants Dialing Settings window (see the Installation Manual).
26
Dropping a Call
To drop all calls at your extension, select Release from the Action ( ) or shortcut
menu. Or, click Release on the main Connection Assistant banner window. The
Release action clears all non-held calls at your extension. It also makes the extension
idle if it is off-hook. Or, click the
button by the call you want to drop.
Answering a Call
To answer a call alerting your extension, you have the following options:
Select Answer from the Action (
Click the
) or shortcut menu
button by the alerting call in the Call List.
Placing a Call On Individual Hold

To place a call on Individual Hold at your extension, select Individual Hold from the
Action ( ) or shortcut menu. Or, click the
button by an unheld call in the Call
List.
Placing a Call On System Hold

To place a call on System Hold at your extension, select System Hold from the
Action ( ) or shortcut menu. Or, click the
button by an unheld call in the Call
List.
Retrieving a Call On Individual Hold

To retrieve a call that is individually held at your extension, select Retrieve From
Hold from the Action ( ) or shortcut menu. Or, click the
button by a held call in
the Call List.
27
BANNER
Click the Answer button (to the right of the buttonbar) in the main Connection
Assistant banner window. If you choose to answer a call in this way, Connection
Assistant will logically choose the call to answer (i.e., Connection Assistant will
search the Call List and choose the first call it finds that is not in the answered
state).
Retrieving a Call On System Hold

To retrieve a system-held trunk line call, select Retrieve From Hold to retrieve a call
at the same extension that placed it on system hold. For all other system-held calls,
make a new call (either manually or using the Dial menu item) and specify the trunk
line device of the corresponding call as the dial string.
Transferring a Call Using Inquiry Transfer

The Inquiry Transfer function performs two operations in one: first, you are prompted
to dial another extension or telephone number; second, the current call is placed on
Individual Hold while the transfer destination is ringing. This allows you to verify
that the destination is available (e.g., not busy) and/or inform the person at the destination number that you are transferring a call (i.e., perform an announce transfer).
BANNER
To perform an inquiry transfer:

1. Select Inquiry Transfer from
the Action ( ) or shortcut
menu. Or, click the
button by a call in the call list.
The Inquiry Transfer dialog
box displays.
2. Enter the destination number in the box provided, or use the drop-down box to select an existing number.
3. Click OK to place the active call on hold and dial the specified number. Or, click
Cancel to cancel the transfer and return to the active call.
4. Select Complete Transfer from the Action ( ) or shortcut menu, or click the
button by the call you want to transfer in the Call List. This takes the active
call off hold and transfers it to the dialed destination number, completing the
inquiry transfer.
28
Transferring a Call Using Direct Transfer

A Direct Transfer differs from an inquiry transfer because it does not place the transferring call on hold while ringing the destination number. Instead, it immediately
completes the transfer (i.e., the person at the distant end will hear the call ringing at
the destination number).
To directly transfer any answered or unheld external outbound call:
1. Select
Transfer/Redirect
from the Action ( ) or
shortcut menu. Or, click the
button by a call in the
call list. The Direct Transfer dialog box displays.
3. Click OK to transfer the call to the specified number, or click Cancel to return to
the active call without transferring it.
NOTE: This feature will also redirect an external call that is ringing at your extension if it is not in the answered state.
Redirecting a Ringing Call

This feature allows you to redirect an incoming external call to another destination
before the call is answered.
NOTE: This feature only works with external calls. You cannot redirect internal calls.
To redirect a ringing call.
1. Select Transfer/Redirect
from the Action ( ) or
shortcut menu. Or, click
the
button by an external, unanswered call in the
Call List. The Redirect
Call dialog box displays.
2. Enter the extension or number of the destination where you want to redirect the
call, or use the drop-down box to select an existing number.
29
BANNER
2. Enter the extension or number of the destination where you want to directly
transfer the call. Or, use the drop-down box to select an existing number.
3. Click OK to redirect the call to the specified number, or click Cancel to return to
the active call without redirecting the call.
This feature is incredibly useful if a DID number rings directly to your extension
and is configured to queue (or camp-on) if your extension is already busy. In this
case, camped-on calls show in the call list as alerting calls; so, you can use the
Transfer/Redirect feature to send such calls directly to your operator (receptionist)
or even straight to your voice mail box.
NOTE: This feature will directly transfer a call at your extension if it is in the
answered state and not held.
BANNER
Conferencing Calls
The Conference allows you to establish a multi-party conference call. When there are
any answered calls or an external outbound call at your extension, the Conference
button (right of the buttonbar on the Connection Assistant banner window) and the
Conference option in the Action or shortcut menu become enabled.
To establish a conference call while on a call:
1. Select Conference from the
Action ( ) or shortcut
menu, or click the Conference button in the buttonbar.
The current call is placed on
hold, and the Add Party dialog box displays.
2. Enter the extension number you want to add to the conference, or use the dropdown box to select a number from the list.
3. Click OK to dial the number, or click Cancel to close this box and return to the
active call.
4. Click the Conference button again. This connects the currently active calls.
Repeat these steps as necessary to add additional parties (up to four).
NOTE: The maximum number of parties that may be joined in a conference is four.
Because this maximum includes you, the maximum number of calls you may conference together with yourself is one less than the number actually specified.
30
Attaching Comments to a Call

If you installed Call Notes (see page 31), a Set Call Note button is displayed in the
Connection Assistant banner toolbar. With this feature, you can attach a note to a call.
If the call is then transferred, the note is displayed when the call rings the transfer
extension.
NOTE: You cannot use the Set Call Note button on internal calls. If you click Set Call
Note while connected to an internal call, an error message is displayed.
To attach comments to a call:
2. Enter the message, up to 50 characters, in the text box.

3. Click OK when finished or click Cancel to exit without adding a note.
31
BANNER
1. While connected to an external call, click Set Call Note. The Call Note dialog is
displayed.
CREATING A HOTKEY
Hotkeys are user-defined key sequences (e.g., CTRL+ALT+F1) that, when pressed,
perform a specified action or run a Connection Assistant button macro. The key
sequence will work globally across the Windows environment, even when the Connection Assistant banner window is not the active application.
BANNER
You can assign Hotkeys to some Connection

Assistant banner menu commands. Where there
is an existing Connection Assistant Hotkey
assignment to a menu command, the corresponding menu item will show the actual key sequence
to the right of the item. If there is no Hotkey
assigned to the menu, the text may show [None].
Hotkey
To create or change a Hotkey:

1. Select Hotkeys from the Settings (
screen displays, as shown below.
32
) or shortcut menu. The Hotkey Manager
2. Use the drop-down box in the View Hotkey Assignments For field to select the
type of action associated with the Hotkey you want to assign. Your choices are
Operations (i.e., commands), Button Macros (see page 34), or All. The information in the list box will reflect your selection.
3. Double-click on an item in the list box, or select an item and click on Assign.
The Assign Hotkey dialog displays, as shown below.
BANNER
NOTE: If a Hotkey is currently enabled, the cursor will appear in the Press New
Key Sequence text box, by default. If a Hotkey, however, is disabled, you must
select the Assign Hotkey To option to continue assigning a Hotkey sequence.
This enables the other fields in the dialog box.
4. Press the key sequence that you want to assign to the button macro or operation,
or manually enter the information using the drop-down list and check boxes.
5. Click OK to assign the Hotkey or Cancel to exit this screen without saving
changes.
NOTE: There are some key combinations that cannot be assigned as a Hotkey,
because Windows uses the combination for a special purpose or operation.
Examples include CTRL+ALT+DELETE, Print Screen, ENTER, ALT+F4, etc.
ALSO: For further information on how to create or change a Hotkey assignment,
refer to the Hotkey Settings section in the Banner chapter of the Installation Manual.
33
DISPLAYING A BUTTON MACRO

Macros enable the activation of other applications intelligently, using information
held within Connection Assistant banner. For example, you could use macros to automatically search for a customer record in your customer database when you answer an
external call.
BANNER
Managers and supervisors typically have someone (e.g., an Installation Engineer) create macros using the Macro Manager. As a user, you can determine which of these
buttons, up to 12, are displayed on the Connection Assistant banner buttonbar, as
shown below.
Buttonbar (Button Macros)

To display a button macro:
1. Select Macros from the Settings (
window displays, as shown below.
) or shortcut menu. The Macro Manager
2. Select Button Macro from the View drop-down box at the top of the Macro Manager window. The available button macros will display in the list box.
34
3. Double-click on the desired macro, or use the Up/Down keys to select a button
and click Return. The Macro Editing window displays, as shown below.
BANNER
4. Enable the Visible option, if it is not already checked.

5. Click Save to save your changes.
6. Click Close to exit this screen. You are returned to the Macro Manager screen.
7. Click Close to exit the Macro Manager. The button should appear in the buttonbar section of the window.
NOTE: For further information on how to create or edit button macros, refer to the
Macro Reference Guide section in the Banner chapter of the Connection Assistant
Installation Manual or the On-line Help File (press the F1 key).
35
BANNER
36

Personal Call Logger provides you with a list of all of the calls made to or from your
extension. With Personal Call Logger, you can:
View real-time and historical call activity for your extension.
Display up to 1000 calls (inbound and outbound).
View unanswered calls that you may have missed.
Double-click on an entry to return a call. (This is available for internal calls and
external calls that provided Caller ID.)
STARTING PERSONAL CALL LOGGER
Filtering Options
Call List
Statusline
This screen contains the following elements:
Filtering Options: Allows you to change the calls that are displayed based on
different filters. See page 39 for details.
37
PERSONAL
CALL LOGGER
If Personal Call Logger is installed, when you start Connection Assistant banner, the
application is automatically activated. If, however, the Personal Call Logger window
is not displayed, you can either click the Personal Call Logger ( ) icon on the banner toolbar or select Personal Call Logger from the Activate submenu of the Connection Assistant banner Action menu ( ).
Call List: Displays the calls that currently match the selected filtering option.
The call list is sorted based on the time of call.
Statusline: Displays the status of the server, the extension programmed for call
control, and the total number of calls displayed. If the Server line indicates Not
Active, try restarting Connection Assistant.
To close the Personal Call Logger window, click Close. The calls currently in the call
list are saved to a file and reloaded when the application is started again.
VIEWING THE CALL LIST

Once Personal Call Logger is active, any calls that are made from or to your extension
are displayed within the call list. Icons are also displayed in the list to indicate the status of the call. The following table describes the icons that are displayed.
Button
Description
An unanswered outbound call is ringing.

An unanswered inbound call is ringing.
PERSONAL
CALL LOGGER
The call has been answered.

An inbound call was not answered.
While an inbound or outbound call is ringing, the call list updates with the following
information:
Time Of Call: Displays the time and date the call started. This is in the format
HH:MM:SS AM (or PM) MM/DD/YYY (e.g., 09:57:38 02/06/2003).
Name: Displays the name of the caller, if available. The information displayed
varies, as described below.
For IC calls, this is the extension name programmed in the phone system
Database Programming.
For CO calls with Caller ID, this is the name identified in Call Center
Server. If, however, the name is not identified in Call Center Server, this
field displays New Contact.
For CO calls without Caller ID, this field is blank.
Caller ID: For IC calls, this displays the extension number. For CO calls, this
displays the digits that were dialed or the received Caller ID digits.
Direction: Indicates whether the call was inbound to or outbound from your
extension.
External: Indicates whether the call was internal (IC) or external (CO). Yes indicates the call was external; No indicates the call was internal.
38
The Duration field is populated once the call is disconnected. The Ans field is populated once the call is answered. The possible scenarios are described below.
If a call is answered:
The call list icon changes to
The Ans field displays Yes.

The Duration timer starts. This timer continues until the call is disconnected.
Once disconnected, the Duration field displays the total talk time (i.e., the total
time the call was connected).
If a call is not answered:
The call list icon changes to
The Ans field displays No.

The Duration timer displays the total time the call rang.
FILTERING THE CALL LIST
Direction: Allows you to show inbound calls, outbound calls, or inbound and
outbound calls (All).
Answered: Allows you to show answered calls, unanswered calls, or all calls.
Location: Allows you to show internal calls, external calls, or internal and external calls (All).
To change the filtering options, use the drop-down list to make your selection.
39
PERSONAL
CALL LOGGER
Because Personal Call Logger can display up to 1000 calls in the call list, there are
several filtering options that you can apply to modify the display. These options are as
follows:
MAKING CALLS
If desired, you can make calls using the Personal Call Logger. To make external calls,
however, Caller ID must have been received when the call rang at your extension.
To make calls using the Personal Call Logger:
1. Double-click on the entry that contains the number you want to dial. A message
box is displayed, prompting you verify the number.
PERSONAL
CALL LOGGER
2. Click Yes to dial the number or No to exit.
40
Call Summary
Call Summary provides some of the basic functionality currently available with RealViewer. When installed with Connection Assistant, Call Summary includes:
StationViewer list: Allows you to configure Direct Station Selection (DSS) buttons that show the current status of an extension.
Tile Area: Displays real-time call statistics.
STARTING CALL SUMMARY

When you start Connection Assistant banner, Call Summary is automatically activated. If, however, the Call Summary window is not displayed, you can either click
the Call Summary ( ) icon on the banner toolbar or select Call Summary/StationViewer from the Activate submenu of the Connection Assistant banner Action menu
( ).
CALL SUMMARY
41
NETWORK SETTINGS
For the product to obtain real-time information for Server, it must be able to locate a
CTI Server (Server).
CALL SUMMARY
To connect to a Server, select the Network option from the main menu, or click the
Network option button ( ). The Network Settings screen displays, as shown below.
Select TCP/IP or NetBIOS as the protocol. Then you can setup the remaining CTI
Server network information either manually or automatically using this screen, as
described in the following sections.
Automatic Configuration
To automatically configure the Server, click Auto Configure. The product will automatically attempt to find the Server on the network. Once the Call Summary has
found a CTI Server and the information in this screen is updated, click OK to exit this
screen and save the changes. To cancel unwanted changes, click Cancel.
NOTE: The product will automatically go into the self-configuration mode on startup if it
has just been installed, or if it is unable to find the Server.
42
Call Summary
Manual Configuration
To manually setup the CTI Server network information for TCP/IP:
1. Enter the network name of the CTI Server in the Server field. This name will normally be similar to CTISERVER1.
2. Select the TCP/IP port used for communicating with Server.
3. Enter the location of the CTI Server (Server) database. This path can be in UNC
form (e.g., \\CTISERVER-01\CVGW), or in standard pathname form (e.g.,
Z:\). To browse for the database path, click the ellipsis (...) button.
4. Select Automatically retrieve the database path to ignore the Database Path
field and have Server provide the database path when the network connection is
established, if desired.
5. Click OK when finished, or click Cancel to exit without saving changes.
NOTE: The network protocol you select must match the network protocol being used
by the Server.
To manually setup the CTI Server network information for NetBIOS:

1. Enter the network name of the CTI Server in the Server field. This name will normally be similar to CTISERVER1.
2. Select the available network protocol to use for communicating with the server.
4. Select Automatically retrieve the database path to ignore the Database Path
field and have Server provide the database path when the network connection is
established, if desired.
NOTE: The network protocol you select must match the network protocol being used
by the Server.
43
CALL SUMMARY
3. Enter the location of the CTI Server (Server) database. This path can be in UNC
form (e.g., \\CTISERVER-01\CVGW), or in standard pathname form (e.g.,
Z:\). To browse for the database path, click the ellipsis (...) button.
CALL SUMMARY WINDOW

Call Summarys main window consists of three main areas: the toolbar, the tile area,
and the StationViewer list.
Toolbar
StationViewer
Tile Area
CALL SUMMARY
NOTE: If RealViewer is displayed in the titlebar, you are consuming a RealViewer

license.
44
Call Summary
Toolbar
The toolbar contains a number of buttons that let you control Call Summary. Some of
these display pop-up menus, while others perform a command immediately. The buttons and their associated functions are described in the table below.
BUTTON
DESCRIPTION
Displays the main menu, where you can access most commands.
Immediately saves your settings to disk.
Adds a new tile to the Tile Area (see page 48).
Not available in Call Summary. If you click this button, a screen is displayed, informing you that you need to purchase RealViewer for filtering
capabilities.
Displays the Options dialog (see page 62).
Displays the Network Settings dialog (see page 42).
Repositions the open tiles in a particular style. There are several different viewing options that are available through the drop-down menu. (see
page 50).
Answers the call that is currently alerting your extension.
Either places the call on hold or retrieves a held call at your extension.
Drops all calls at your extension.
Tile Area
The Tile Area is a container for all tiles. Tiles are automatically arranged for you in
the order that they were created.
StationViewer List
The StationViewer list displays the Direct Station Selection (DSS) buttons that you
have created. For details on using StationViewer, see page 55.
45
CALL SUMMARY
Completes an inquiry transfer at your extension (see page 61).
MAIN MENU
To access the main menu, select the main menu button (
lowing options are displayed:
) on the toolbar. The fol-
Save: Saves the current configuration to your hard disk. This action is always
performed when you exit.
Filter Manager: Not supported in Call Summary. If you select this menu option,
a screen is displayed, informing you that you need to purchase RealViewer for
filtering capabilities. This is the same as clicking the Filter Manager button ( )
in the toolbar.
Options: Displays the Options dialog, allowing you to configure global options
(see page 62). This is the same as clicking the Options button ( ) in the toolbar.
Network: Displays the Network Settings dialog (see page 42), allowing you to
configure the network connection to the CTI Server (Server). This is the same as
clicking the Network button ( ) in the toolbar.
Help Topics: Displays the help file.
About: Displays information about the configuration of the software, such as the
version number and the CTI Server (Server) to which it is connected.
Exit: Closes Call Summary and saves the current configuration.
SHORTCUT MENU
CALL SUMMARY
You can also access different programming options by using the shortcut menu.
To access the shortcut menu, right-click on a tile in the Tile Area or the StationViewer list.
You have the following options:

Zoom: Enlarges the selected tile (see page 50). If the tile is already enlarged, this
option is Unzoom. (Not available in StationViewer List)
46
Call Summary
Hide Main Titlebar: Hides the toolbar area, displaying tiles only. If the titlebar
is already hidden, this option is Show Main Titlebar.
Cut: Cuts the selected tile and copies it to the clipboard (see page 50). (Not
available in StationViewer List)
Paste: Inserts the tile currently stored in the clipboard (see page 50). (Not available in StationViewer List)
Copy: Copies the selected tile to the clipboard (see page 50). (Not available in
StationViewer List)
Remove: Removes the tile from the Tile Area (see page 49). (Not available in
StationViewer List)
Properties: Displays the tiles current settings (see page 49).
Add Tile: Allows you to add a tile (see page 48). This is the same as clicking the
Add Tile button (
) in the toolbar. (Not available in StationViewer List)
NOTE: When using the shortcut menu to perform an action on a particular tile (e.g., to
remove a tile), you must right-click on the tile you want to modify (e.g., the tile you
want to remove).
TILES
Caption
Statistic
Each tile consists of a caption, which describes the display, and the associated statistic. Tiles display a single call summary statistic, which can be filtered to only include
a particular group of agents, or other information, such as the date and time. The statistic can also have an associated alarm that will notify you when the statistic falls
within a certain range (see page 52).
47
CALL SUMMARY
The building block of Call Summary is the tile (called a Deskboard tile), as shown
below.
Adding a New Tile

To create a tile:
1. Click the Add Tile button (
)
on the toolbar, or select Add Tile
from the shortcut menu. The new
tile is created, and the property
sheet for that tile opens.
2. Complete the following fields in
the Statistics tab:
CALL SUMMARY
Item To Display: Shows the

currently selected statistic that
the tile will display (see the
Installation Manual for details
about available statistics). To
change the statistic, click the
ellipsis (...) button, and then
choose the new statistic from
the available menu. If you
change the statistic without
changing the caption, you will
be asked if the caption should be changed when you click OK. If you click
Yes, the caption will change to match the new statistic. If you click No, the
name will not change.
NOTE: If you change a statistic for a tile, it is recommended that you also change
the caption to match the statistic. If you do not change the caption, it may become
confusing.
48
Caption: Allows you to edit the caption displayed above the tile. If you do
not change the caption but change the statistic, you will be asked if the caption should be changed when you click OK.
Filter: Not available with Call Summary.
Call Summary
3. Select the Appearance tab.

Text Color: Use the dropdown list to choose the text

color for the tile.
Background Color: Use the

drop-down list to choose the
background color for the tile.
Activate the alarm on this

tile: Select this option to
apply an alarm to the tile. If
an alarm is currently firing
when you uncheck this box,
the alarm will stop signaling
when you click OK.
Alarm Settings: Click this

button to configure the alarm
using the Alarms dialog. Configure the alarm as described on page 52.
5. Click OK when finished, or Cancel to exit without saving changes. If you click
OK, the new tile will appear in the Tile Area.
Editing a Tile
To edit a tile:
CALL SUMMARY
1. Double-click on that tiles statistics, or right-click on the tile and select

Properties. The property sheet will display with the tiles current settings.
2. Change the settings as desired.
3. Click OK to apply the changes or Cancel to exit without saving changes.
Removing a Tile
To remove a single tile, right-click on the tile to remove and click Remove.
At the prompt, click Yes to remove the tile or No to cancel the action.
NOTE: Removing a tile cannot be undone.
You can also remove all tiles by using the Tiles property page of the Options property
sheet (see page 65).
49
Zooming Tiles
You can zoom in on a tile so that it takes up all of the visible Tile Area space. This
is similar to maximizing a normal window.
To zoom a tile, double-click on its caption, or right-click on the tile and select Zoom.
On some systems, you can zoom the tile by single-clicking the tile with the Wheel
button of the mouse. Repeating the zoom action will unzoom the tile.
Cut, Copy, and Paste

Tiles can be copied and pasted to and from the clipboard, allowing you to quickly create very similar tiles.
Copying to the Clipboard

To copy a tile to the clipboard, right-click on the tile and select Copy. Or, select Cut
to copy the tile to the clipboard and remove the tile from the Tile Area. Because you
are not deleting the tile (i.e., it is still available on the clipboard), you are not
prompted for a confirmation.
Pasting from the Clipboard

To paste a tile back into the Tile Area, right-click on a tile in the Tile Area and select
Paste. The tile is pasted next to the tile where you right-clicked to perform the paste.
NOTE: The Paste menu item is unavailable if the clipboard does not contain a tile that
CALL SUMMARY
can be pasted.
Arranging Tiles
You can control the way Call Summary arranges tiles on your screen.
To arrange Call Summary tiles in a grid, click the down arrow next to the
button
in the toolbar and select Tile as Grid from the drop-down menu. The tiles are automatically arranged in a grid, as shown below.
50
Call Summary
To arrange tiles as columns, click the down arrow next to the

button in the toolbar and select Tile as Columns. The tiles are automatically arranged in one row with
one column for every tile, as shown below.
To arrange tiles as rows, click the down arrow next to the

button in the toolbar
and select Tile as Rows. The tiles are automatically arranged in one column with one
row for every tile, as shown below.
NOTE: If this mode is enabled and you manually adjust the size of the window, the
window snaps to the next best size that accommodates the displayed tiles. The window, therefore, may not resize accordingly when you use the mouse to modify it.
You can also arrange the position of the StationViewer List. For details, see page 63.
51
CALL SUMMARY
To use the Best Fit option, click the down arrow next to the
button in the toolbar
and select Tile for Best Fit. If this option is selected, the tiles will automatically be
arranged and sized based on the available window space. If subsequent tiles are
added, however, the window adjusts to accommodate the new tiles (unless the window is maximized).
Moving Tiles
Using the drag-and-drop feature, you can move tiles within the tile area without having to cut and paste. To do this, click and drag the tile you want to move. Then position it over the tile that you want it to precede. (The border of the stationary tile
thickens or becomes highlighted.) Release the tile you are moving. It is automatically
placed in the area BEFORE the highlighted tile.
NOTE: You cannot release the tile over one that is not highlighted. If a stationary tile is
not highlighted when you release a tile, the tile you are attempting to move returns to its
original position.
ALSO: The drag-and-drop feature is not available for the StationViewer list.
Setting Alarms
Tile alarms immediately notify you when a statistic is within a certain parameter. For
example, you may want to know when the number of overflowed calls reaches 15.
With Call Summary alarm options, you can set the tile to flash, beep, or activate when
this occurs.
To set an alarm on a tile:
1. Access the property sheet for the tile
(i.e., select Properties from the shortcut
menu).
CALL SUMMARY
2. Select the Appearance tab.

3. Select the Activate the alarm on this
tile flag (a checkmark appears).
52
Call Summary
4. Select Alarm Settings to configure the

alarm using the Alarms dialog.
5. Use the first drop-down list to select
whether you want to fire the alarm when
the statistic meets or exceeds a given
value (>=), meets or falls below a given
value (<=), or falls between two values
(between).
6. Specify the value to compare the statistic against in the second drop-down list.
You can either select a value from the
drop-down list or enter a new value in
the box.
7. Specify the maximum value of the comparison in the third drop-down list. You
can either select a value from the drop-down list or enter a new value in the box.
This option only displays if you selected between in the first drop-down box.
For example, to set an alarm when a value is between 50 and 100, you would
select between, 50, and 100 in the three drop-down lists.
8. Specify how you want the alarm to notify you that it is signaling by selecting one
of the following options:
Flash The Tile: If you check this option, the tile, or the appropriate element
within the tile, will flash when the alarm fires. Use the drop-down list to
select how long the tile will flash. Regardless of this setting, the tile will
always stop flashing if the alarm is deactivated.
Play This Sound File: If you check this option, a sound will play when the
alarm fires. Enter the full path and filename of the sound to play, or click the
ellipsis (...) button to choose a file using the standard File Open dialog. Once
you have selected the sound file, you have the following options:
Play the sound once: Select this option to play the sound once when the
alarm first fires.
Play the sound for: Select this option to repeat the sound until the time
expires or the alarm is deactivated. Use the drop-down list to select how
long you want the alarm to sound.
To test the sound, click the > button. If the sound does not play, ensure
your speakers are turned on, the speaker volume is turned up, the volume
within Windows is turned up, and you have installed and successfully
configured a sound card. The sound will always stop playing if the alarm
is deactivated.
53
CALL SUMMARY
Write This Message To The Alarm Log File: Select this option to write a
message to an alarm log file when the alarm fires. Enter the message to display in the field next to the check box. The message can contain special characters which are prefixed with a percent (%) symbol, as described in the
following table.
Char
Meaning
Device Number (on list tiles)
Device Description (on list tiles)
Caption of the tile
Filter applied to the tile
For example, the message Gentian in %F has been in wrapup for more than 5 minutes might appear something like
Agent 4000 in Sales Group has been in wrap-up
for more than 5 minutes. The alarm log file is created in the same
directory where the software is installed.
Activate The Tile: Select this option to restore the main window and bring it
to the front of all windows. The tile that is signaling the alarm will then
receive the focus.
NOTE: You can select more than one notification option when setting the alarm
CALL SUMMARY
(e.g., you can have the tile flash and play a sound file at the same time).
9. Click OK to save your changes, or click Cancel to exit without saving changes.
You are returned to the Tile Properties page.
To deactivate the alarm, deselect the Activate the alarm on this tile option in the
Appearance property sheet for the tile (see step 3.).
To disable an alarm on the tile, ensure the Activate the alarm on this tile flag is disabled. If you hear an alarm sound when you uncheck the flag, click OK. The alarm
will stop beeping.
54
Call Summary
STATIONVIEWER
Connection Assistant includes the StationViewer module. This module displays a
Direct Station Selection (DSS) list that allows you to quickly view the status of specific devices and to control calls from your desktop.
StationViewer List
The StationViewer List is automatically displayed to the left of the tiles (by default).
Additional call control buttons are also included in the toolbar.
Until you select the extensions to monitor (see page 59), the StationViewer list is
blank. Once you have programmed the extensions, however, the window displays StationViewer buttons, one for each device.
StationViewer Buttons
StationViewer Toolbar Buttons
StationViewer
Window
CALL SUMMARY
The following sections describe the StationViewer list components.
55
StationViewer Buttons
The StationViewer buttons indicate the current status of the associated extension and
are displayed within the StationViewer list. To depict the state, each StationViewer
uses three different methods: the lamp indicator, icon, and tooltip.
The lamp (or bulb) indicator is lit a different color, depending on the status of the
extension. For example, in the above illustration, the StationViewer button for extension 1101 (Sue) is displaying a green bulb, indicating that she is in DND. Lamp colors
are configurable for busy, DND, alerting, and idle, as described on page 60.
The tooltip is displayed when you pause the mouse
pointer over a StationViewer button. Each tooltip
provides detailed information about the associated
extension, including the following:
Device: Indicates the extension number of the
device.
Description: Displays the description for that device as programmed in the
phone system. This is usually the username.
On call to: Displays the Caller ID name or number of the caller to which the StationViewer extension is currently connected. For IC calls, this is the description
(username) of the caller.
DND: Indicates the DND status. If DND is enabled, the DND message is displayed (e.g., GONE HOME).
CALL SUMMARY
FWD: Indicates the forwarding status of the phone. If the phone is forwarded, the
type of forward is displayed (e.g., ALL CALLS).
NOTE: You can also use the StationViewer buttons to handle calls associated with the
StationViewer extensions (see page 61 for details).
56
Call Summary
The icon is displayed next to the lamp indicator and provides a graphical depiction of
the extensions current status. The following table lists the various icons and their
associated meanings.
Icon
Indicates
An inbound call is alerting this station.

An outbound call is being made at this station.
A call is currently connected to this station.
A call is currently on hold at this station.
A call that was answered at this station is currently on hold.
This extension is idle.
This extension has gone off-hook.
This extension is not known to the system.
The StationViewer toolbar buttons perform specific call control functions at your
extension. To use these buttons, you must select your extension in the Call Control
tab of the Configure View screen (see step 3. on page 64). See page 61 for a list of the
StationViewer buttons and page 61 for details about using these buttons.
57
CALL SUMMARY
StationViewer Toolbar Buttons
Program StationViewer Devices and Colors

To view devices in the StationViewer list, you must program specific extensions to be
displayed in StationViewer buttons. You can then program the different bulb colors
that are associated with the status of the extension.
NOTE: StationViewer displays extensions only. To view agents, you need Reporter
Real-Time with the Pro license (see the Call Center Suite Installation Manual).
To program StationViewer devices and colors:
CALL SUMMARY
1. Right-click in the StationViewer list and select Properties. The following screen
is displayed.
2. Select the appropriate tab to program devices and/or bulb colors. You have the
following options:
General
StationViewer Bulb Colors

3. Click OK when finished or click Cancel to exit without saving changes. You are
returned to the main screen.
Each of the available tabs is described beginning on page 60.
58
Call Summary
General Tab
The General tab displays a list of the currently monitored devices, each of which is
associated with a StationViewer button. In this tab, you can add, remove, and move
devices using the following command buttons:
Add: Displays a menu containing available devices and their associated descriptions. Selecting a device automatically adds it to the end of the list.
At the bottom of the menu, there is a menu item called Range . Selecting this
item opens a dialog box that allows you to enter a list of extensions to be added to
the StationViewer list. You can include ranges or individual extension items. For
example, if you entered 200-204,207,209, the StationViewer list would include
extensions 200, 201, 202, 203, 204, 207, 209.
NOTE: Devices that are added to the list are automatically removed from the Add
menu. This ensures you do not add the same device more than once to the StationViewer list.
Remove: Removes device(s) from the list. Because the device is not permanently
deleted from the Add menu, you are not prompted for a confirmation.
Move Up/Down: Moves the selected device up/down in the list. If you move
more than one device at a time, the selected devices are kept in the same order
relative to each other. The order of the extensions displayed in this list is the
order that the extensions are displayed in the StationViewer list.
sions that are displayed next to each other, hold down the SHIFT key while selecting
the first and last extension you want to highlight. To select extensions that are not listed
consecutively, hold down the CTRL key while making your selection.
59
CALL SUMMARY
NOTE: You can remove/move more than one extension at a time. To select exten-
StationViewer Bulb Colors Tab
CALL SUMMARY
The StationViewer Bulb Colors tab is shown below.
The StationViewer Bulb Colors tab displays the selected colors for the StationViewer
lamp. For easy identification, you can modify the bulb color for the following states:
DND Color: Specifies the bulb color for a device that is in Do-Not-Disturb
(DND).
Busy Color: Specifies the bulb color for a device that is currently on a call.
Alerting Color: Specifies the bulb color for a device that is currently ringing.
Idle Color: Specifies the bulb color for a device that is not on a call, in DND, or
alerting.
To define the bulb colors, use the drop-down list to select the desired color. When you
click OK, the StationViewer buttons in the window automatically update to reflect the
new colors.
60
Call Summary
Control Calls with StationViewer

With StationViewer, you can control calls at your extension and access certain call
control features at extensions associated with a StationViewer button. This allows you
to make, receive, pickup, and transfer calls from your desktop. To access these features, use the StationViewer and/or toolbar buttons, as described in the following sections.
NOTE: Before using the Call Control functionality, you must specify your extension in
the Call Control page in the Configure View screen (see step 3. on page 64).
Using the StationViewer Buttons

The StationViewer buttons allow you
to make calls to, pickup calls at, and
transfer calls to a StationViewer
extension. To access these features,
click the desired StationViewer button. A menu appears with the following options:
Call now: Select this option to
make a call to the StationViewer extension.
Pickup call: Select this option to pickup (reverse transfer) a call that is currently
alerting the StationViewer extension.
Inquiry transfer to: Select this option to perform an announcement transfer.

When selected, the call at your extension is placed on hold, and another call to
the StationViewer extension is initiated. Once you have connected to the StationViewer extension, you can either click the Complete Transfer ( ) button to
complete the transfer or click the Hold/Retrieve ( ) button to cancel the transfer and retrieve the call.
NOTE: The available options will differ based on the current state of the StationViewer
extension and your extension.
Using the Toolbar Buttons

The StationViewer toolbar buttons allow you to control calls at the extension programmed for call control (see step 3. on page 64 for details). With these buttons, you
can answer calls, place calls on hold, and complete transfers from your desktop. See
page 57 for a list of the toolbar buttons and their associated actions.
61
CALL SUMMARY
Blind transfer to: Select this option to transfer a call that is currently connected
to your extension to the StationViewer extension. When selected, the call is automatically connected to the StationViewer extension, regardless of its current
state.
CUSTOMIZING CALL SUMMARY

Call Summary has several configurable options, including the appearance of the Call
Summary, that are applied globally to the application.
To configure the application to suit your needs:
1. Select the Options
button, or
select Options from the main menu
( ). The Configure View screen
displays.
CALL SUMMARY
2. Complete the following fields in the

General tab:
Only show the titlebar when

the mouse is over the window:
When this option is checked,
the titlebar and toolbar will disappear from the main window
if the mouse is not positioned
over the window.
Keep the window on top of all

other windows: When this
option is checked, Call Summary will always remain on top of all windows,
regardless of which window is active. This allows you to always keep in
touch with activity on the telephone system, no matter what you are doing on
the computer.
Style: This section determines the layout of the Call Summary tiles. You
have the following options:
Tile As A Grid: Automatically arranges tiles in an n x n grid when you
add a tile or resize the window (see page 50).
Tile In Columns: Automatically arranges tiles in one row with one column for every tile, similar to an n x 1 grid (see page 51).
Tile In Rows: Automatically arranges tiles in one column with one row
for every tile, similar to a 1 x n grid (see page 51).
Tile In Best Fit: Automatically arranges and sizes tiles based on the
available window space. If subsequent tiles are added, however, the
window adjusts to accommodate the new tiles (unless the window is
maximized). See page 51.
NOTE: If Best Fit mode is enabled and you manually adjust the size of the window, the window snaps to the next best size that accommodates the displayed
tiles. The window, therefore, may not resize accordingly when you use the mouse
to modify it.
62
Call Summary
StationViewer View: This section determines where the StationViewer list

is displayed. You have the following options:
Left: If this option is selected, the StationViewer list is displayed to the
left of the tile area.
Right: If this option is selected, the StationViewer list is displayed to the

right of the tile area.
Top: If this option is selected, the StationViewer list is displayed above

the tile area.
63
CALL SUMMARY
Bottom: If this option is selected, the StationViewer list is displayed

below the tile area.
3. Select the Call Control tab. The Call

Control page allows you to specify
your extension for call control. Once
you have selected your extension
and have clicked OK, you can handle
calls using the StationViewer or toolbar buttons (see page 61).
CALL SUMMARY
4. Select the Licensing tab. The

Licensing tab allows you to select
the license that is used when connecting to the Call Center Suite
Server. If you select an invalid
license, the Server will deny the connection. You have the following
options:
RealViewer Only: Select this option to configure and view RealViewer tiles
only. If selected, the StationViewer list is not available.
StationViewer Only: Select this option to use the StationViewer features,

including call control. If selected, the RealViewer tiles are not available.
RealViewer and StationViewer: Select this option to enable both RealViewer tiles and the StationViewer feature.
Yes, consume a full RealViewer license: (This option is not available if

StationViewer Only is selected.) Select this option to consume a RealViewer
license on Server. If selected (and available), you can use all of the features
associated with RealViewer, including filters and statistics. If this option is
not selected, Call Summary is initiated instead, and you will not consume a
RealViewer license. If you change from a RealViewer license to Call Summary, any tiles that display statistics that Call Summary does not support
automatically change to Not licensed.
NOTE: If you change a license from RealViewer Only to one with StationViewer,
the Call Control tab does not automatically appear. You must first close the Configure View screen to allow the application to update the information for StationViewer. The next time you access the Configure View screen, the Call Control tab
will be available.
64
Call Summary
5. Select the Tiles tab. This page lists

all open tiles, allowing you to configure and rearrange the tiles. You
can also use the various buttons to
program tiles, as described below.
Add: Creates a new tile, displaying its property sheet. This
has the same affect as clicking
the Add Tile button on the toolbar. See page 48 for details on
programming the tile information.
Remove: Removes the highl i g h t e d t i l e . Yo u w i l l b e

prompted for a confirmation, as
removing the tile cannot be
undone.
Properties: Edits the properties of the highlighted tile. This is equivalent to

double-clicking a tile on the Tile Area.
Rename: Allows you to rename the highlighted tile. Once you have selected
this button, you can type the new name over the existing name in the tile list.
The changes will take affect immediately.
Move Up/Down: Moves the highlighted tile up/down in the list. It will also
affect the order that Call Summary uses when arranging tiles.
Remove All: Removes all tiles from the tile area. You will be prompted for a
confirmation, as this option cannot be undone.
NOTE: The other tabs in the Configure View screen do not apply to Call Summary.
65
CALL SUMMARY
CALL SUMMARY
66
Call Summary
Personal Navigator
Personal Navigator is a powerful call handler that allows you to automate actions
when specific call events occur. This application is a type of personal call router that
uses the following elements:
Rules: Define the initial conditions (or trigger event) used for determining when
the related action is executed. When defining rules, you must select a specific
event that must first occur (e.g., answered call) before the programmed Conditions are evaluated.
Actions: Identify the function that is performed when the rule is evaluated and all
the conditions applied to the rule are met. Personal Navigator supports many different actions, including terminating calls, routing calls, forwarding calls, etc.
Conditions: Makes a comparison once a rule is evaluated. For example, you can
program a condition so that a rule only processes inbound calls with Caller ID.
The types of rules, actions, and conditions allowed are described throughout this section.
STARTING PERSONAL NAVIGATOR

When you start Connection Assistant banner, Personal Navigator is automatically
activated. If, however, the Personal Navigator window is not displayed, you can either
click the Personal Navigator ( ) icon on the banner toolbar or select Personal Navigator from the Activate submenu of the Connection Assistant banner Action menu
( ).
Enable/Disable Toolbar Buttons Logging Window
Icon
PERSONAL
NAVIGATOR
Statusline
Flags
Clear Button
67
This screen contains the following elements:

Toolbar Buttons: Provide quick access to commonly used functions. Available
buttons include:
Add Rule: Allows you to create a new rule (see page 69).
Edit Rule: Allows you to edit an existing rule (see page 72).
Add Action: Allows you to create a new action (see page 74).
Edit Action: Allows you to edit an existing action (see page 76).
Options: Allows you to customize the look of Personal Navigator (see
page 78).
Help: Displays the online help file.
About: Displays software information, such as the version.
Close: Closes Personal Navigator.
NOTE: You must have Personal Navigator open to process rules and actions.
Enable/Disable Icon: Allows you to disable all rules at once and to enable rules
that are enabled in the Edit Rules screen (i.e., rules that are tagged as disabled are
not enabled). (See page 72 for more information on the Edit Rules screen). To
enable or disable the rules, click the icon (it acts as a toggle). If rules are enabled,
the icon is recessed (
). If all rules are disabled, the icon is not recessed
(
). See page 73 for details.
NOTE: Using the Enable/Disable Icon does not override the settings in the Edit
Rules screen.
PERSONAL
NAVIGATOR
Logging Window: Displays information for all rules whenever there is call
activity. This displays the rule, the action, and whether the action executed successfully.
NOTE: If the Logging flag is disabled, the Logging Window will not contain any
entries.
Statusline: Displays the status of the server and the extension to which the rules
apply. If the status of the server is Not Active, try restarting Connection Assistant.
68
Personal Navigator
Flags: Allow you to enable/disable the following features:

Logging: Select this option to have the Logging Window display events
whenever a rule is evaluated. If this option is not selected, events are not displayed in the Logging Window. By default, this is enabled.
Highlight Latest Message: Select this option to have the application automatically highlight the last rule that was evaluated. By default, this is enabled.
Clear Log: Click this button to clear all entries in the Logging Window. You are
not prompted for a confirmation.
WORKING WITH RULES

The rules dictate the initial event, or trigger event, that must occur before the conditions are evaluated and the action is executed.
Adding a Rule
NOTE: Rules are evaluated in the order that they appear in the Edit Rules screen
(see page 72). When you create a rule, it is automatically added to the bottom of the
list. Therefore, if you want actions to fire in a specific order, you must add the rules in
the order in which you want them evaluated.
To add a rule:
1. Click Add Rule. The Add New Rule screen is displayed, as shown below.
PERSONAL
NAVIGATOR
69
2.
Complete the following fields:
Disable This Rule: Select this option to not have the rule evaluated. If this
option is not selected, the rule is evaluated when events (primarily call activity) occur. By default, this is disabled.
Rule Name: Enter a brief description for the rule.
On Trigger Event: Use the drop-down box to select the event that must
occur before the conditions are evaluated and the action is executed. The following table lists the possible trigger events and when they occur.
PERSONAL
NAVIGATOR
Trigger Type
Occurs When...
Call First Shown
The call initially rings at your extension.
Call Answered
The call is answered at your extension.
Call Placed On Hold
The call is placed on hold at your extension.
Call Taken Off Hold
The call that is on hold at your extension is

reconnected.
Call Identified
The call ringing your extension is identified in

Server.
Call Removed*
Either the calling party or you disconnect the call.
Call Digits Changed
The call received at your extension displays different Caller ID digits than the telephone system
originally received. This may occur when calls
are transferred across a private network.
When Off-Hook/Alerting**
Your extension goes off-hook.
At Time
It is the specified time of day. When selected, the

Schedule button is enabled. Click Schedule to
display the Schedule dialog. Then use the scroll
box to select the time of day when the rule will
be evaluated.
NOTE: If selected, the At Time trigger event will

be evaluated every day at the indicated time.
* Do not use this rule with the Make Call action. If you do, the Make Call action will
be executed every time a call is disconnected, forming an infinite loop (i.e., a call is
made, you hang up, and the call is made again).
** Do not use the When Off-Hook/Alerting trigger type for routing calls. If you do,
calls will be routed when you answer them (i.e., go off-hook). To route calls, use the
Call First Shown trigger type.
70
Personal Navigator
Take Action: Use the drop-down box to select an existing action that will be
executed if the trigger event occurs and all of the conditions are met. If no
actions are available, click New Action to create one. See page 74 for details
about creating actions.
Call Conditions: Select the conditions that must be met before the action is
executed. You have the following options:
Location: Indicates whether the rule applies to IC (Internal Calls), CO
(External Calls), or both IC and CO calls. ([Any Location]) calls. By
default, this is [Any Location].
Direction: Indicates whether the rule applies to incoming (Inbound
Calls), outgoing (Outbound Calls), or both inbound and outbound ([Any
Direction]) calls. By default, this is [Any Direction].
Caller Match: Indicates whether the rule applies to a number that is
identified in Server (Caller Identified), not identified in Server (Caller
Not Identified), or not verified ([Caller Match Ignored]). By default, this
is [Caller Match Ignored].
Tel. No: Allows you to specify a telephone number that must be
received and/or dialed before the action is executed. Your options are:
[Ignore Tel No.], Tel No. Received, Tel No. Not Received, Tel No. Is,
and Tel No. Is Not. If you select anything other than [Ignore Tel No.],
you must enter the digits that are dialed or received in the text box. By
default, this is [Ignore Tel No.].
DID: Allows you to specify any DID numbers that must be received or
dialed before the action is executed. Your options are [Ignore Direct
Dial], Direct Dial Received, Direct Dial Not Received, Direct Dial Is,
and Direct Dial Is Not. If you select anything other than [Ignore Direct
Dial], you must enter the DID digits in the text box provided. By
default, this is [Ignore Direct Dial].
Database Fields: Allows you to specify certain fields that must be matched
against the database record stored in Server. For each database field, you can
specify text or digits that are compared against the information stored in
Server. For each database field, you can select a comparator that applies to
either a digit (Number) or text (String). The available comparators are:
Equal to (=)
Not equal to (< >)
Greater than (>)
Less than (<)
Less than or equal to (<=)
Greater than or equal to (>=)
71
PERSONAL
NAVIGATOR
For example, assume field 6 is the customers account number in Server, and
John Doe is responsible for handling all accounts numbered 0-500. To create
a rule that routes calls from these customers to John Doe, select <= and enter
500 for Field 6.
3. Click Accept when finished or click Cancel to exit without creating the rule.
Editing a Rule
NOTE: Rules are evaluated in the order that they appear in the Edit Rules screen.
When you create a rule, it is automatically added to the bottom of the list. Therefore, if
you want actions to fire in a specific order, you must add the rules in the order in which
you want them evaluated.
To edit a rule:
1. Click Edit Rule. The Edit Rules screen is displayed, as shown below.
PERSONAL
NAVIGATOR
This screen displays a list of rules and indicates whether they are enabled (no
checkmark) or disabled (checkmark).
2. Either double-click the rule you want to edit or highlight the rule and click Edit.
The Edit Rule screen is displayed.
NOTE: You can also click New Rule while in this screen to create a rule.
3. Make the necessary changes and click Apply.
4. Click Close to exit this screen.
72
Personal Navigator
Deleting a Rule
To delete a rule:
1. Click Edit Rule. The Edit Rules screen is displayed.
2. Highlight the rule you want to delete and click Delete.
3. At the prompt, click Yes to delete the rule or No to cancel the action.
NOTE: You are not prompted for a confirmation if the Deleting Rules flag is disabled in Options (see page 78).
4. Click Close to exit the Edit Rules screen.

To delete all rules:
2. Click Delete All.
3. At the prompt, click Yes to delete all rules or No to cancel the action.
NOTE: You are not prompted for a confirmation if the Deleting Rules flag is disabled in Options (see page 77).
4. Click Close to exit the Edit Rules screen.
Enabling and Disabling Rules

Personal Navigator allows you to disable rules so that they are not evaluated the next
time the trigger event occurs. This means that you can have multiple rules created but
have Personal Navigator evaluate only certain rules.
To enable/disable individual rules:
2. Click the box next to the rule name to add/remove a checkmark. A checkmark
indicates that the rule is disabled.
73
PERSONAL
NAVIGATOR
In addition, the Enable/Disable Icon (
) allows you to quickly enable and disable
rules. Clicking this button, however, does not override the settings specified in the
Edit Rules screen. For example, if you enable all rules, only those rules that are not
specified as disabled in the Edit Rules screen are enabled. Likewise, disabling all
rules does not mark them as disabled in the Edit Rules screen. If, therefore, you have
a rule that you want enabled/disabled all of the time, you must change the flag in the
Edit Rules screen.
NOTE: You can also check/uncheck the Disable This Rule flag in the Add New Rule
or Edit Rule screen to enable/disable rules.
WORKING WITH ACTIONS

Actions define the event that occurs after the rule is evaluated and the conditions are
met. The parameters available depend on the action selected. See page 80 for details
about the available actions.
Adding an Action
To add an action:
PERSONAL
NAVIGATOR
1. Click Add Action. The Add New Action screen is displayed, as shown below.
2.
Complete the following fields:
74
Disable This Action: Select this option to not have the action executed. If
this option is not selected, the action is executed whenever the rule conditions are met. By default, this is disabled.
Personal Navigator
Action Name: Enter a brief description for the action.
Type: Use the drop-down box to select the action that will occur when the
rule conditions are met.
Properties: Complete each field that applies to the action. This section
changes based on the Type selected. The following table provides a brief
description of the fields required for each Type.
Type
Parameter
Indicates
The program path and file name.
Arguments
Command arguments specified when

starting the file, if any.
Start Directory
The directory where the file will be

opened.
Open URL
URL
The address of the Web site to open.
Play WAV File
WAV File Name
The program path and file name.
Make a call
Which Number
The number to dial.
Inquiry Transfer
Which Number
The transfer destination number.
Redirect the
call
Which Number
The destination number where the

call is sent.
Set Account
Code
Account Code
The account code set for the extension.
Call Control
Whether the account code is sent to

the telephone system.
Type
When the call is forwarded (e.g., if

busy, if busy and no answer, etc.)
Destination
The destination extension.
Enable/Disable
That the specified forwarding type is

enabled or disabled.
Agent State
The new state (e.g., busy, wrap-up,

etc.) applied to the agent.
Agent ID
The ID of the affected agent.
ACD Group
Affected hunt group (only required

when the action is used to log an
agent ID in/out of an extension
device).
Digits
The DTMF digits to dial.
Set Forward
State
Set ACD
Agent State
Dial DTMF
Tones
75
PERSONAL
NAVIGATOR
Filename
Run an
executable/
Shell Execute
NOTE: Some actions (e.g., Answer Call) do not require any parameters and are not
included in the preceding table.
3. Click Test to test the action. A message box is displayed indicating if the test was
completed or if it failed.
NOTE: You cannot test call control actions, except Make Call. If you click Test for
any of these actions, a failure is returned.
4. Click Accept when finished, or click Cancel to exit without saving changes. You
are returned to the main screen.
NOTE: If you clicked New Action in a rule screen (i.e., Add New Rule or Edit
Rule), you are returned to that screen, and the action you created is displayed in
the Action box.
Editing an Action
To edit an action:
PERSONAL
NAVIGATOR
1. Click Edit Action. The Edit Actions screen is displayed, as shown below.
2. Either double-click the action you want to edit or highlight the action and click
Edit. The Edit Action screen is displayed.
NOTE: You can also click New Action while in this screen to create an action, or
you can click Test to test the highlighted action.
3. Make the necessary changes and click Apply.
76
Personal Navigator
4. Click Close to exit this screen.
Deleting an Action
To delete an action:
1. Click Edit Action. The Edit Actions screen is displayed.
2. Highlight the action you want to delete and click Delete.
3. At the prompt, click Yes to delete the action or No to cancel the action.
NOTE: You are not prompted for a confirmation if the Deleting Actions flag is
disabled in Options (see page 78).
4. Click Close to exit the Edit Actions screen.

To delete all actions:
2. Click Delete All.
3. At the prompt, click Yes to delete all actions or No to cancel the action.
NOTE: You are not prompted for a confirmation if the Deleting Actions flag is
disabled in Options (see page 77).
4. Click Close to exit the Edit Actions screen.
Enabling and Disabling Actions

Like rules, you can enable and disable actions. If disabled, you can verify that rules
are evaluated without executing the action.
2. Click the box next to the rule name to add/remove a checkmark. A checkmark
indicates that the rule is disabled.
NOTE: You can also check/uncheck the Disable This Action flag in the Add New
Action or Edit Action screen to enable/disable actions.
77
PERSONAL
NAVIGATOR
To enable/disable actions:
CONFIGURING PERSONAL NAVIGATOR

Like the main Connection Assistant application, you can configure various parameters
to customize the look of Personal Navigator.
To configure Personal Navigator:
1. Click Options. The Options screen is displayed.
PERSONAL
NAVIGATOR
78
Minimize On Startup: Select this option to minimize the Log Area when
Personal Navigator is started. This is disabled by default.
Show Logging Window On Startup: Select this option to display the Log
Area when Personal Navigator is started. This is enabled by default.
Always On Top: Select this option to always have the Log Area displayed
on top of other application windows. This is disabled by default.
Confirmations: Select whether you want the confirmation dialog boxes to

display when actions and/or rules are deleted. It is recommended that you
enable these flags to prevent accidental deletions of actions or rules. By
default, both flags are enabled.
Personal Navigator
Customize List Color: Select the desired text and/or background color for
the various components of Personal Navigator. You can change the colors for
the Log View, Edit Actions screen, and Edit Rules screen. To change the colors for a component:
(1) Select whether you want to change the text color or the background
color.
(2) Click the Sample drop-down box. The standard color swatch is displayed.
(3) Either pick an available color, or click More Colors to create a custom
color. The Sample box displays your selection.
(4) Repeat steps 1-3 as necessary for other colors.
NOTE: The programmed color is applied to the selected item only. For example, to change the text AND background color of a component, you must first
select Text Color and then choose a color. Then you must select Background Color and choose a color.
5.
Click OK when finished or click Cancel to exit without saving changes.
PERSONAL
NAVIGATOR
79
ACTION TYPES
There are many Actions that Personal Navigator can perform. The following table
lists all of the Action types and their associated function.
PERSONAL
NAVIGATOR
Action
80
Function
Run Executable
Executes the specified file.
Shell Execute
Starts/opens the specified file.
Open URL
Opens the specified Web page, File Transfer Protocol (FTP)

server, or e-mail application.
Play WAV File
Plays an audio .wav file.
Make Call
Makes an outbound call at your extension.
Release Call
Releases the active call at your extension.
Release
Releases all calls at your extension.
Answer Call
Answers calls that ring your extension.
Record Call
Initiates a Record-A-Call session on your extension. (The

Record-A-Call feature must be enabled in the phone system
Database Programming.)
Inquiry Transfer
Executes an announce only transfer for the call active at

your extension.
Redirect Call
Transfers an answered or alerting call from your extension

to the specified extension or outside number.
Exclusive Hold
Places the call at your extension on individual hold.
System Hold
Places the call at your extension on system hold.
Retrieve From Hold
Reconnects the currently held call.
Set Account Code
Sets the specified account code for your extension.
Set Forward State
Sets or clears the forwarding state of your extension.
Set ACD Agent

State
Sets the agent state for the specified agent.
Dial DTMF Tones
Dials Dual-Tone Multi-Frequency (DTMF) digits at your

extension while a call is in the answered state (i.e., it is connected).
Personal Navigator
Part No. 835.2662

Issue 3.11, May 2003
A946/331:A

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User Guide

For sales, service, or technical support, contact

If you have questions or comments about this User

Launching the CD-ROM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Connection Assistant Banner

Starting Connection Assistant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Inter-Tel, Inc. 2003 printed in USA

Personal Call Logger

Starting Call Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Configuring Personal Navigator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78

CALL CENTER SERVER

Connection Assistant User Guide

Call Center Server

Connection Assistant User Guide

Call Segmentation is provided by modeling calls based on trunk lines or devices.

b. Enter the CD drive location (usually D or E) followed by:\Autorun.exe

Connection Assistant User Guide

The following instructions assume that Windows 95/98/ME/2000/XP/NT 4.0 or later

USING THE CD-ROM LAUNCHER

Install Products: Displays different options for

INSTALLING CONNECTION ASSISTANT

Personal Navigator: Installs the Personal Navigator, which allows you

Macro Application Support: (This option is displayed only if the Ready To

Connection Assistant User Guide

If installing macro application support for Microsoft Outlook,

Use Simulation Mode: Select this option to install Connection Assistant

Connect to CTI Server: Select this option to connect to a CTI Server.

Create Shortcuts: Check the appropriate settings to select which program

Installation Complete: When the installation has completed, this wizard

Connection Assistant User Guide

To access the documentation:

Manuals: Displays the Connection

Connection Assistant Banner

CONNECTION ASSISTANT BANNER WINDOW

Windows Control Buttons

Each feature displayed in this window is described in the following sections.

Connection Assistant User Guide

Displays the Action Menu.

Connection Assistant Banner

The Connection Assistant application is Off-Line.

Your extension is idle.

Your extension is busy.

Your extension is ringing.

Connection Assistant User Guide

Window Control Buttons

Minimizes the Connection Assistant banner window.

Connection Assistant Banner

Call Control Buttons

Places the specified call on individual hold (see page 27).

Connection Assistant User Guide

Connection Assistant Banner

): Displays call control commands, such as Answer, Release,

Settings Menu ( ): Allows you to access configuration options, such as how to

): Launches the on-line help system for Connection Assistant

Connection Assistant User Guide

CONNECTION ASSISTANT BANNER SETTINGS

Auto Size Window

Connection Assistant Banner

To program the long distance dialing rules:

Calculate dial rules via

3. Enter the digit required to access an

Connection Assistant User Guide