Transcript CA Basic Express

Communication Assistant Version4
CA Pro & CA Basic Express
Introduction
This document explains the CTI applications CA Pro and CA Basic
Express, which can be used with TDE and NCP series PBXs, and
is composed of the following chapters.
Chapter 1 CA Series Overview
Chapter 2 CA Pro and CA Basic Express Features
Chapter 3 Installation
As a result of this course, participants will gain a general understanding
of CA Pro and CA Basic Express, as well as learn about the main
features and main settings of CA Pro and CA Basic Express.
For further information about feature implementation and specifications, refer
to the following manuals.
"Quick Reference Guide"
• Microsoft, Internet Explorer, Outlook, Windows, Windows XP, Windows Vista, and Windows 7 are either registered
trademarks or trademarks of Microsoft Corporation in the United States and/or other countries.
• Intel, Celeron, Pentium, Core 2 Duo are trademarks of Intel Corporation in the U.S. and other countries.
• All other trademarks identified here in are the property of their respective owners.
• Microsoft product screen shots reprinted with permission from Microsoft Corporation.
Table of Contents (1)
Chapter 1 CA Series Overview
1-1 What is CA ?
1-2 CA Client Lineup
1-3 Useful Features
1-4 IP Softphone Overview
1-5 Features of Each CA Client Mode
1-6 Server Mode Overview
1-7 Pre-installed Activation Keys
1-8 Main Differences Between CA Client Modes
Chapter 2 CA Pro & CA Basic Express Features
2-1 CA Pro/CA Basic Express Overview
2-2 System Specification Differences
2-3 Screen Interface
2-4 Main Operations
2-5 Contact List Area
2-6 Outgoing Call Feature
2-7 Incoming Call Feature
2-8 Call History Feature
2-9 Write Memo Feature
2-10 Chat Feature
2-11 Optional Feature
2-12 Conference Feature
目次
1-7
Table of Contents (2)
Chapter 3 Installation (Server-less Mode (PBX Mode))
3-1 CA Installation
3-2 PBX Settings
3-3 User PC Settings
3-4 PC System Requirements
Chapter 1
CA Series Overview
1-1 What is CA ?
CA is an Application that Allows Unified Communication, etc..
Benefits of Using CA
Improves workflow and efficiency through improved telephone operation.
Operator statistics can be used to understand current communications performance
and to plan future expansion (for call centres, etc.).
TDE/NCP
For Call Centers
Incoming Call
Customer
Outgoing Call
For General Offices
For Agents
1-2 CA Client Lineup
The CA Lineup Consists of the Following 4 Modes.
For General Offices
CA Basic
Express
CA Pro
For Agents
(Operator)
For Call Centres
(Contact Centres)
CA Operator
Console
CA Supervisor
The Base of “CA Operator
Console” and “CA Supervisor”.
This document explain "Server-less mode
(PBX mode)" of CA.
1-3 Useful Features (Linking CA and PT)
Simple Image of CA Pro and the PT Operation
Call is received by both the PC and the PT.
PC: CA Pro pops up.
PT: Rings.
Call can be answered using CA or the PT.
Conversation takes place using the PT.
1.Incoming Call:
Both PC and PT receive the call.
2.Answering:
Both CA and PT can answer the call.
TDE/NCP
Incoming Call
Customer
LAN
3.Talking:
Use the PT for talking.
1-3 Useful Features (Linking CA and IP Softphone)
Simple Image of CA Pro and IP Softphone Operation
Call is received by CA.
PC: CA Pro pops up.
Call can be answered using CA.
Conversation takes place using the IP Softphone.
1.Incoming Call:
CA pops up.
2.Answering:
CA can answer the call.
TDE/NCP
Linked to CA
Incoming Call
Customer
LAN
3.Talking:
Use the IP Softphone for talking.
1-4 IP Softphone Overview
An IP Softphone Functions in the Same Way as a PT (IP-PT or DPT).
Requirements for usage:
The PC must be running in order to use it as a telephone.
An activation key is required.
A headset is required to talk. (Some PC have speaker and microphone.)
1.IP softphone pops up on the PC's
screen when a call is received.
IP Softphone
Click to switch
to small size.
TDE/NCP
Incoming Call
Customer
LAN
2.Click the receiver or the [SP-PHONE]
button to answer a call.
Small
Size
Screen
1-5 Features of Each CA Client Mode(1)
CA Pro / CA Basic Express
Applications for Agents in a Typical Office or Call Centre.
1. It's easy to contact the desired party.
Dial manually using the PC, call from
the phonebook, chat, etc..
2. You can use the pop-up feature to
make or answer calls.
When making a call, the other party's
phone number information, etc..
When receiving a call, image information,
etc..
3. The presence feature makes it easy to
confirm status of group members and
therefore approach more efficiently.
4. Features can be set easily.
Changing status, FWD setting, etc..
Except for max. specs and status icon display, CA Basic Express is mostly the same as CA Pro.
1-5 Features of Each CA Client Mode(2)
CA Operator Console
An Application for Operators / Receptionists (front desk, etc.).
1. The Drag & Drop feature makes transfer
and call parking easy, making customer
call handling more efficient.
2. Status of received and parked calls are
displayed in the Arriving screen, allowing
a single operator to handle multiple calls.
3. Various extension settings can be set.
Set a wake-up call
Set and clear the absent message, etc.
4. You can confirm available lines before
seizing an outside line, making it easy
to use available lines efficiently.
1-5 Features of Each CA Client Mode(3)
CA Supervisor
An Application for call centre supervisors.
1. Supervise customer call handling by
monitoring in real time the number of
calls waiting and the longest wait time.
2. Monitor agent status and control
Login and Logout.
3. Support agents who need help with
difficult customer calls.
Monitor a conversation (Listen-in)
Listen in and Chat to agent to provide advice.
Take over a call (Busy Override), etc.
4. Manage the performance of all agents
in a group (Group Call Report).
1-6 Server Mode Overview
Main Features of CA Server Mode
The main features are as follows.
You can confirm the status of members in other areas over the network.
You can perform remote maintenance on CA applications.
The main differences with Server-less mode (PBX mode) are as follows.
Maximum number of CA users.
Networking features can be used.
CA Server mode image
TDE
CA
Server
LAN
IP-Network
One CA V3 or later Server can cover up to 4
PBXs. For detail, refer to the CA Server part.
NCP
Transfer calls
over network
Monitor presence
over network
Chat over
Network
LAN
1-7 Preinstalled Activation Keys
Free Mode (CA Basic Express) / Trial Mode (CA Pro and Operator Console)
Free Mode (CA Basic Express)
When the number of users (initial configuration) shown in table 1 under "Number
of Free CA Basic Express Users" is exceeded, additional Activation Keys are required.
Trial Mode (CA Pro and Operator Console)
The trial period is 60 days.
During the trial period, the CA Pro and Operator Console activation key is not required.
The 60-day trial period begins once you have installed CA Client on the PC.
Table 1 Number of Pre-installed Activation Keys
Number of Free
CA Basic Express Users
Total number of CA Pro and
Operator Console 60-day trials
NCP500/NCP1000
5
2 *1
TDE100/200
10
4 *1
TDE600
20
8 *1
PBX Model
*1 60-day trials for NCP and TDE (Ver.3.0 or later) series PBXs include IP softphone
functionality for the duration of the trial, but only if CA Server is not installed on the PBX’s
network.
1-8 Main Differences (1)
Between CA Client Modes
Features
Basic
Express
Maximum Users (Server-less)
Pro
Operator
Console
Supervisor
128
4
240
(up to 240 total users)
Maximum Users (Server) *1
1022
(up to 1,022 total users)
Activation Keys : Free Mode
Activation Keys : Trial Mode
Automatic Presence
Call History
Contact
Chat
VMA
Yes
No
No
10
10
CRM Integration by TAPI
IP softphone *2
No
128
No
Yes
No
Yes
1000
1000
Yes
Yes
Yes
Yes
*1 A license is required for each IP softphone user, except during the CA Pro trial period.
1-8 Main Differences (2)
Between CA Client Modes
Features
ICD group login/out
Flexible Call Handling
(Arriving Screen)
Visible Call Park List
(Call Park Screen)
Extension Setting
Monitor/Seize CO line
(Outside Line Group Screen)
Basic
Express
Pro
No
Operator
Console
Supervisor
Yes
No
Yes
No
No
Yes
No
No
Yes
No
No
Yes
No
Listen-in
No
Yes
Busy override
No
Yes
Take over
No
Yes
No
Yes
ICD Group Supervisor
- Remote ICD Group Member login/out
- Call Monitor
1-8 Main Differences (3)
Between CA Client Modes
Features
Basic
Express
Pro
Operator
Console
Combined Search/Dial field
Yes
New Call Control window
(Door phone/ Sensor)
Yes
Supervisor
Transfer calls by Drag & Drop
No
Yes
No
Park calls by Drag & Drop
No
Yes
No
Automatic unscreened transfer
No
Yes
No
Transfer by shortcut key
- [T] : Transfer
- [Ctrl] + [T] : Transfer
No
Yes
No
This Chapter is now complete.
Go to Next Chapter.
Chapter 2
CA Pro & CA Basic Express Features
2-1 CA Pro/CA Basic Express Overview
Applications for Typical Offices and Call Centre (Contact Centre) Agents
Benefits of CA Pro and CA Basic Express
Improves work efficiency through improved telephone operation.
Presence and other features improve internal telephone communications.
1.Easy to contact the other party
- Dial manually using the PC or call from the phonebook
- Chat
- Leave a voice message when the other party is busy
2.Outgoing and incoming call pop-ups
- When making a call, the other party's telephone number
and other information pops up
- When receiving a call, a picture or sound can let you know
who the other party is before answering.
3.Settings are easy
- Forwarding, Do Not Disturb, Absent Message
4.Presence
- Allows you to confirm the status of the other party before
calling them.
2-2 System Specification Differences
Differences between CA Pro and CA Basic Express
The main differences are as follows.
Number of records for Contact List and History
Method used to display presence
Support for ICD Group Login/Logout
Support for CRM Integration (TAPI)
Feature
CA Basic Express
CA Pro
Contact List
10
1000
History
10
1000
Show Presence (Auto)
No
Yes
Show Presence (Manual)
Yes
No
ICD Group Login/Logout
No
Yes
CRM Integration by TAPI
No
Yes
2-3 Screen Interface
Main Window
Except for the number of contacts and presence icons, CA Basic Express
is mostly the same as CA Pro.
CA Pro
1
1.Status Control Area
You can change your own status.
2.Contact List Area
2
- Confirm the status of each member
- Add members, change content for
members, etc.
3.Available Action Buttons Area
Used for making calls, chatting, etc.
3
2-4 Main Operations
Commonly Used Operations (CA Pro is used in this example)
1
2
1.Set your status and set call forwarding
with a simple click of the mouse.
->Change status when gone, away, etc., or set
the transfer destination.
2.Contact List Group
->Select the group you want to display in the contact
area.
For example,
display all contacts, or only contacts in a certain group.
2-5 Contact List Area (1)
Presence Displayed in Contact Area (Extension / CA Status)
CA Pro: Automatic Presence Display
CA Basic Express: Click an extension to view its status (Ext./CA)
CA Pro
CA Basic Express
1.Click a CA member
in the contact list each time
you want to view its status
Barry Sharp
219
1.Ext. Status
->Idle
->Ringing
->On the phone
2.CA Status
->The user is logged in
->The user is logged in,
but the auto absent
message has been set
->The user is not logged in
2.The "Presence Window" is
displayed
2-5 Contact List Area (2)
Presence Displayed in Contact Area (Absent Message)
CA Pro: Automatic Presence Display
CA Basic Express: Click an extension to view its status (Ext./CA)
CA Basic Express
CA Pro
2
1.Click a "CA member"
in the contact list each time
you want to view its status
1
Displayed when
Forward is set
Barry Sharp
219
1.Absent Message
The absent message has been set
->Displayed according to the absent message setting
(MAX:16 characters)
2.Automatic Absent message
The time is displayed when the computer is idle for a
specified amount of time. ->Setting range: 1min.- MAX:10min.
2.The "Presence Window"
is displayed
2-5 Contact List Area (3)
Using the Contacts Area to Add Members, Change Information.
1.Right-click a contact.
Horita.shintaro123
2.Select [View this contact].
The contacts tab allows you to enter telephone
contact numbers for the user, such as office,
mobile, home, contact number, e-mail, etc..
2-6 Outgoing Call Feature (1)
When Making a Call, the Call Control Window Pops Up.
Call Control Window
Call is generated
James
201
Call Control
James
James
201
1.When making a call,
the call control window
for making calls pops up
2.When the called party
answers, the call control
window changes
to the window used
for calls in progress
3.Click the button
4.Window size changes
Call Control
James
201
3
2-6 Outgoing Call Feature (2)
Making Calls from CA
1.Search / Dial
->Enter the phone number, then press the [Enter]
key or click the off-hook button.
1
2.Double Click Dial
->Double-click the contact.
3.Phone Button Dial
2
->Select the contact and press a [Phone] button.
Phone Button Dial number setting
3
Each phone number must be set
in the contact area setting.
2-6 Outgoing Call Feature (3)
Making Calls from CA
1.Speed Dial
Select "System Speed Dial" and
double-click the desired entry.
->You can select an item
in the system telephone book
and call that number.
1
2
"LDAP：
Company Directory"
2.LDAP Link
You can also retrieve a number
from a linked external database
and call that number.
2-6 Outgoing Call Feature (4)
Select and Call
Users can make a call from any application (Notepad, Excel, web browser, etc.)
on their PCs.
1.Select a number
in an application
Call is generated
James
3.Outgoing Call
2.Press the shortcut:
[Ctrl+Shift+z] *1
*1 Users can change the shortcut keys
2-6 Outgoing Call Feature (5)
Copy and Call
Users can make a call from any application (Notepad, Excel, web browser, etc.)
on their PCs.
1.Select and copy a telephone
number in an application
Call is generated
James
3.Outgoing Call
2.Select: [ Copy &Call ]
2-7 Incoming Call Feature (1)
Pop-up Feature for Received Calls
Depending on settings, a pop-up can be displayed when a call is received.
Incoming Call Window
Call is received
Incoming Call
James
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James
Answer the call
The Incoming Call window
pops up when a call is received
Redirect to Voice Mail
->It is possible to enter a number (max. 32 digits).
->This menu remembers the last 10 numbers dialled.
2-7 Incoming Call Feature (2)
Settings for Incoming Call Pop-up
1.You can set the image file used
for the incoming call pop-up.
2.You can set the URL used for
the incoming call pop-up.
1st URL for Network Camera
->Automatic pop-up for call
/ Automatic close after call
2nd URL for Database
->Automatic pop-up for call
3rd URL for Database
->Access from main menu
2-8 Call History Feature
View a Record of Calls Made and Received. Calls can Also be Made.
1
1.The [History] screen is displayed
by selecting an item
from the [History] menu or
by pressing the missed call button.
You can make a call
to the selected entry.
Call Type
2.Displayed when an incoming
call was missed.
->The number indicates
the number of missed calls.
Call history is displayed
for the selected call type.
History Window
2-9 Write Memo Feature
You can Write a Text Memo.
Text Memo Window
2.Type a memo.
On Call
For example, take notes about
the content of the conversation
-> Max. characters: 256 bytes
1.Click [Write memo] to
display the text memo window.
3.Click the [Save] button.
Produ…
4.You can check the
existence of a memo.
History Window
5) You can read the memo later
by clicking [Memo Open].
Product Review Conference will held next week.
2-10 Chat Feature
CA Users can use text messages to chat to each other.
You can see the last chat.
1) Select the CA user
you want to chat with
from the contact list.
102：Hello
2) Click [Start Chat] to
open the chat window.
This message is displayed
when the other party is typing.
You can make a call
to this extension.
Hello
Chat Window
3) Type a message.
->Max. 610 characters (single-byte)
4) Click [Send].
2-11 Optional Feature (1)
Voice Mail Assistant (VMA) Feature
- VMA allows easy voice mail operation.
1) Click the VM icon
VMA supports the following
voice mail operations:
2) Select
[Call Voice Mail]
- Play/Delete/Transfer message
- Send messages as e-mail
attachments
- Mailbox configuration
3) Enter the
password and click
[Login]
A TVM series voice mail
system is required to use
these features.
TVM50/200
VMA feature does not function
with built-in (SVM-type)
messaging features.
Voice Mail Assistant (VMA)
4) The VMA window is displayed.
2-11 Optional Feature (2)
VMA Settings
1) [Go to] -> [Options] -> [Voice Mail]
2) The following settings are required:
- Use Voice Mail Assistant (VMA)
VMA starts
3) Click the VM icon and
select [Call Voice Mail]
4) When starting for the first time, enter the following information
- IP Address of Voice Mail
- Mailbox Number
- Password of Mailbox
In addition to the settings described here, the TVM itself must also be configured.
2-11 Optional Feature (3)
Microsoft Outlook Integration
- CA can be integrated with Microsoft Outlook.
Microsoft Outlook Integration
Call is generated
- Simple operation to use Outlook tool-bar
- Supports Dial, Answer Call, Hang-up
2) Calling
1) Select [Call Contact...]
PSN
2-11 Optional Feature (4)
Settings for Microsoft Outlook Integration
- Outlook contact can pop up when a call is received.
2) Select [Display].
1) Select [Option] from the
[Go To] menu.
3) Set [Incoming call Popup for
Microsoft Outlook] to [Enable].
4) Click [OK].
In addition to the settings described here, Microsoft Outlook must also be configured.
2-12 Conference Feature (1)
Overview of the Conference Feature
These features provide easy and simple teleconference operations.
Up to 32 members can join a conference call. (For a shared conference.)
This feature only works on the same PBX CA clients.
- How to start a conference. (3 steps)
2) Select
[Conference Group name]
3) Click [Start]. → Pop up
[Conference room screen]
1) Select [Conference]
from the [Dial]
menu.
There can be up to 8 Conference
Groups (conference rooms).
Connect
Status of logout from CA
Note - TDE ver3.0 or later / NCP ver4.0 or later is required.
- This feature does not work when PCMC is accessing the PBX.
- CA Basic Express cannot use this feature.
For more information please contact to local Sales company.
When an initiator makes a conference call,
every member receives a call at the same
time. A conference will start once an
attendee answers the call.
2-12 Conference Feature (2)
Settings for Conference <CA Settings>
-Two settings are required. → [Group Settings] / [Member Settings]
1) Select [Edit Conference Setting]
from the [Conference] screen.
2) [Group Settings]
When starting for the first time, enter
the
following information.
- Conference Group Name / PIN
*The conference group will be overwritten if someone
uses the same conference group from CA.
4) Click the save button
3) [Member Settings]
There are two methods for registering
conference members.
2
Initiator arrange attendee.
1>Click the icon and input member information.
2>Drag & Drop from the Contact list.
1
2-12 Conference Feature (3)
Settings for Conference <PBX Settings>
<1> Conference initiator setting [2.7.1 COS Settings]
2.7.1 COS Settings
Miscellaneous
Conference group call
operation -> Enable
Initiator’s COS No.
<2> Conference setting for 32 members [3.10 Conference group Settings]
3.10 Conference Group
Conference
Group No.
Broadcast Mode
-> Enable
Please note that with this conference,
only 8 people (including the initiator)
can talk and listen to the conversation.
The other people can only listen to the
conference.
This Chapter is now complete.
Go to Next Chapter.
45
Chapter 3
Installation (Server-less Mode [PBX mode])
46
3-1 CA Installation
CA Configuration Overview
3-2 PBX Setting
- Activation Key
- MPR IP Address
- Extension
3-3 User PC Setting
Settings necessary to
use CA
3-2 PBX Settings (1)
Activation Key
1. Determine the necessary activation key type and number.
Discuss with customer how system will be used, how many CA users there will be.
In the following case, how many and which type of activation keys are necessary?
Application (usage) : Call centre
Number of CA users : 10 (1 supervisor and 9 agents)
Future expandability : none
CA Supervisor 1 user (KX- NCS2301)
: 1
CA Pro10 user (KX- NCS2210)
: 1
* When using IP-Softphones, “activation keys for IP-Softphone” are necessary.
Note that they are different from “activation keys for IP-PT (KX-NCS35xx)” .
8 IP Softphone (KX-NCS3208)
: 1, 1 PT-Softphone (KX-NCS3201) : 2
3-2 PBX Settings (1)
Activation Key
2. Obtain necessary CA software and activation key files.
Contact your local sales company for information on obtaining these.
3. Transfer the activation key files to the PBX.
Determine the access line's class (bandwidth) from the number of simultaneous calls.
or
Determine the upper limit of simultaneous calls from the bandwidth of the access lines.
3-2 PBX Settings (2)
Activation Key Lineup
Number of Users
Basic Express
Pro
Supervisor
(Operator) Console
1
No
Yes
Yes
Yes
5
No
Yes
No
No
10
No
Yes
No
No
40
No
Yes
No
No
128
Yes
Yes
No
No
Model No
Activation Key Type
Free Mode （Please inquire sales company）
CA Basic Express 128 users
KX-NCS2201
CA Pro 1 users
KX-NCS2205
CA Pro 5 users
KX-NCS2210
CA Pro 10 users
KX-NCS2240
CA Pro 40 users
KX-NCS2249
CA Pro 128 users
KX-NCS2301
CA Supervisor 1 user
KX-NCS2401
CA Console 1 user
3-2 PBX Settings (3)
Confirming the IPCMPR (MPR) Card IP Address, etc.
1. Confirm the IP address of the PBX.
1. Configuration - 1.Slot - Card Property - IPCMPR - LAN Setting Tab
LAN Setting Tab
Confirm the IP address of the PBX
so that CA can connect.
3-2 PBX Settings (3)
Confirming the IPCMPR (MPR) Card IP Address, etc.
2. Set CA User operation mode for each extension.
4. Extension - 1.Wired Extension - 1.Extension Settings - Option9 Tab
Option9 Tab
Built-in Communication Assistant Column
- Disable (Extension can’t use CA)
- Basic Only (Only CA Basic Express)
- Enable (CA Pro, Supervisor and Operator Console (Default))
3-3 User PC Settings (1)
CA Setup and CA Usage Environment Settings
1) Double-click
[Setup.msi].
3) Select or enter the following items.
- Display language
- International Access code
- International Area code
Setup.msi
4) Select which mode will be used.
- CA Pro
- CA Basic Express
- CA Operator Console
- CA Supervisor
5) Select which features will be used.
2) CA is started by
double clicking
the desktop icon.
- Use Softphone
- Use Network
6) When finished, click [Save].
3-3 User PC Settings (2)
CA Login Environment Settings (for first-time startup)
TDE/NCP
IP Address,
Port Number
Ext. Number
1) Enter the following items.
- IP Address
- Port Number
- Ext. Number
2) If the password field is empty
when [Login] is clicked,
the password setup dialog
will be displayed.
Paired Extension
Step3 and step4 are
explained in the next slide.
3-3 User PC Settings (2)
CA Login Environment Settings (for first-time startup)
The password setup dialog
3) Enter the password 2 times.
- Available characters:
A-Z, a-z, 0-9, #
- No. of characters: 16
4) Click [OK].
3-4 PC System Requirements
PC System Requirements for Using CA Client
Memory
Number of Contacts
in Contact List *
1.0 GHz Intel Pentium/Celeron processor or comparable CPU
512 MB
32
2.0 GHz Intel Pentium/Celeron processor or comparable CPU
1 GB
128
2.6 GHz Intel Pentium/Celeron processor or comparable CPU
1 GB
256
2.6 GHz Intel Core 2 Duo processor or comparable CPU
1 GB
1024
CPU
Minimum
Recommended
OS
Microsoft Windows XP
Professional
Service Pack 2 or later
Windows Vista Business
Windows 7 Professional
Microsoft Windows XP Professional
Service Pack 2 or later
Windows Vista Business
Windows 7 Professional
Hard Disk
1.5 GB available space
2.0 GB available space
Video Resolution
1024 x 768
1280 x 1024
Interface
10Base-T
10/100Base-T
Thank you !
The END
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