Arc Premium Console Operator Manual

Arc Premium
Console Operator Attendant
User Guide
Version 6.0.0
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An Enghouse Interactive Inc. Company
4th Edition, May 2011, October 2011 - Supporting Software version 5.1.3
5th Edition, January 2012 - Supporting Software version 5.1.4
6th Edition, September 2012 - EFT
V6.0.0a_EFT_17/09
Introduction
Welcome to the Arc Console Operator Attendant User Guide. Arc Console Operator Attendant is a
part of the Arc Premium Suite, and offers an efficient application specially designed for handling calls
and messages. This application enables the operators to answer calls from predefined set of queues
and transfer them to desired extensions.
This document assumes that the reader has knowledge of:

 A basic understanding of Windows 2000/XP/2003/Vista/2008/7,
 An awareness of basic switchboard functionality
The Application
The application enables the operators to perform comprehensive tasks like Call Conference, Call
Transfer, Call Parking and Call Retrievals. The user-friendly design of the application gives speed and
flexibility to the operators and facilitates them to manipulate calls with simple mouse clicks or
keystrokes.
Accessibility
Arc Console Operator works within the Microsoft Windows environment and includes a lot of
common accessibility functionality such as keyboard shortcuts, changeable font sizes, resize able
panes.
Console Operator is compatible with JAWS® screen reading software for Windows which is a powerful
accessibility solution that reads information on your screen using synthesized speech. JAWS provides
many useful commands that make it possible for visually impaired Operators to use the Arc Operator
Console. With a refreshable braille display, JAWS can also provide braille output in addition to, or
instead of, speech. An array of versatile features and customizable options lets you tailor JAWS for
your individual needs and preferences. Third party companies can also tailor the way JAWS works
with Console Operator to cater for individual blind operator requirements.
About the User Guide
The purpose of this user guide is to:
 Provide information on configuring and initialising the Console Operator application.
 Instruct the operator how to perform actions related to answering, holding, receiving, camping
on, conference, and transferring calls. It also discusses procedures for toggling, making and
retrieving calls.
 Customizing the application to suit the operator’s preferences and requirements.
Inside the User Guide
There are three main sections within this guide. These sections explain the functionality in a way that
the operators can easily get familiar with the Console Operator, perform different actions and
customise it.
 Getting Started
This section explains the interface of the Console Operator. The basic functions of starting up and
logging into the application are explained here.
 Managing Calls in Console Operator
Arc Premium Console Operator Attendant - User Guide i

This section covers topics on answering and clearing calls, taking notes, holding, transferring and
making calls. It also provides instructions on how to record calls, configure speed dials, park calls, set
up serial calls, and send instant text messages to IP Phone users.
 Using the Directory

This section provides information on using the directory and search capability, adding and changing
contact information, accessing presence and alternative access.
 Customising Console Operator

This section guides the operator through setting the preferences for the application.
Text Conventions in This Guide
The following conventions are used throughout this guide to help differentiate between the different
actions required.
Navigation around the Console Operator via menu or hyperlinks are denoted in bold with > as a
separator. An example being Options > Preferences
Fields that require data entered in are denoted in Bold typeface. An example being fields like Title, or
First Name within the Contact Details window.
When there is a requirement to enter information which is unique to that action, this is defined in bold
italic. An example would be “Enter a User Name, where the actual information typed would be
unique to the reader.
ii
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Arc Premium Console Operator Attendant - User Guide iii

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iv
Contact Information and Services Available
The Arc Technical Services Centre (Arc TSC) has the ability to provide support to its partners and end-
users 24 hours a day, 7 days a week, 365 days a year, subject to the customer having the relevant
maintenance contract. A standard Business Hours contract provides access to the Arc TSC from
Monday-Friday, 9am-5pm (excluding local public holidays). A 24x7x365 maintenance contract
option is also available. All customers or partners must have a valid maintenance contract to raise a
case with the Arc TSC.
For further information regarding the Arc Solutions support options, please contact your reseller or
your Arc Solutions account manager.
Contact details for the Arc TSC are as follows:
UK & Ireland +44 (0) 118 943 9205
Europe, Middle East & Africa - +44 (0) 118 943 9205
Americas - +1 877 956 0272
Asia Pacific – +61 1300 797 724 or +44 (0) 118 943 9212
support@arcsolutions.com
Arc Premium Console Operator Attendant - User Guide vii

viii
Contents
Introduction .................................................................................................................................. - i
The Application ......................................................................................................................................... - i
Accessibility ................................................................................................................................................ - i
About the User Guide ............................................................................................................................... - i
Inside the User Guide ................................................................................................................................ - i
Text Conventions in This Guide ................................................................................................................ - ii
Contact Information and Services Available ........................................................................ - vii
Contents ..................................................................................................................................... - ix
List of Tables ............................................................................................................................. - xiii
List of Figures ............................................................................................................................. - xv
Section 1: Getting Started ........................................................................................................1 - 1

Logging In ................................................................................................................................................ 1 - 1
Logging Out ............................................................................................................................................ 1 - 1
Resilient configuration ............................................................................................................................ 1 - 1
Console Operator Permissions .............................................................................................................. 1 - 2
Interface .................................................................................................................................................. 1 - 2
The Application Menu Bar ..................................................................................................................... 1 - 4
Queues (F9) pane .................................................................................................................................. 1 - 4
Queue Calls (F8) pane .......................................................................................................................... 1 - 5
Call Control Tool Bar .............................................................................................................................. 1 - 6
Active Calls (F7) pane ........................................................................................................................... 1 - 6
Directory (F3) pane ................................................................................................................................ 1 - 7
Calls In Progress pane ............................................................................................................................ 1 - 9
Call Parking Devices pane .................................................................................................................... 1 - 9
Speed Dial pane .................................................................................................................................. 1 - 11
Contact Sidebar ................................................................................................................................... 1 - 11
Section 2: Managing Calls in Console Operator ...................................................................2 - 1

Call Control Toolbar ............................................................................................................................... 2 - 1
Keyboard Shortcuts ................................................................................................................................ 2 - 2
Label and Keyword Description ......................................................................................................... 2 - 4
Colour Coded Keyboard (Optional) ................................................................................................. 2 - 4
Console Operator Icons ........................................................................................................................ 2 - 4
Types of Calls .......................................................................................................................................... 2 - 5
Queues .................................................................................................................................................... 2 - 5
Active Calls pane (F7) ........................................................................................................................... 2 - 6
Answering Calls ....................................................................................................................................... 2 - 7
Salutation .............................................................................................................................................. 2 - 7
Answering Direct Calls to the Handset .............................................................................................. 2 - 7
Muting Calls ............................................................................................................................................ 2 - 8
Manual Muting ..................................................................................................................................... 2 - 8
Automatic Muting ................................................................................................................................ 2 - 8
Break Mode ............................................................................................................................................. 2 - 8
Queue Unavailable ................................................................................................................................ 2 - 9
Using Emergency Mode ........................................................................................................................ 2 - 9
Placing Calls on Hold ........................................................................................................................... 2 - 10
Holding Calls ....................................................................................................................................... 2 - 10
Device Status ...................................................................................................................................... 2 - 10
To Hold Call with Notes ...................................................................................................................... 2 - 11
Update Notes on a held call ............................................................................................................ 2 - 12
Calls In Progress .................................................................................................................................... 2 - 12
Arc Premium Console Operator Attendant - User Guide ix

Retrieving Held Calls .............................................................................................................................2 - 13
Call Parking ...........................................................................................................................................2 - 13
Personal Call Parking ............................................................................................................................2 - 15
Retrieving Personal Parked Calls .........................................................................................................2 - 15
Camp on Calls ......................................................................................................................................2 - 16
Conference Calls ..................................................................................................................................2 - 17
Transfer Calls ..........................................................................................................................................2 - 17
Initiating A Blind Transfer ....................................................................................................................2 - 17
Initiating a Consult Transfer ................................................................................................................2 - 18
FAC and CMC Settings ......................................................................................................................2 - 18
Toggle Calls ...........................................................................................................................................2 - 18
Toggle Calls during Consult Transfer .................................................................................................2 - 19
Transferring Calls to Voice Mail ...........................................................................................................2 - 19
Making Calls ..........................................................................................................................................2 - 19
Make an Internal Call .........................................................................................................................2 - 19
Making External Calls .........................................................................................................................2 - 20
Speed Dials ............................................................................................................................................2 - 21
Recording Calls .....................................................................................................................................2 - 22
Clearing Calls ........................................................................................................................................2 - 22
Re-establish Calls ..................................................................................................................................2 - 22
Reverted Call Control ..........................................................................................................................2 - 23
Call Controls for Retrieved Calls .........................................................................................................2 - 24
Serial Calling ..........................................................................................................................................2 - 24
Section 3: Using the Directory ................................................................................................. 3 - 1

Full Directory ............................................................................................................................................3 - 1
Personal Directory Groups (PDG) .........................................................................................................3 - 6
Contact Sidebar .....................................................................................................................................3 - 9
Contact Properties ...............................................................................................................................3 - 10
Viewing Alternate Numbers ..............................................................................................................3 - 13
Contact and Absence Messages ....................................................................................................3 - 13
Viewing Contact and Absent Messages .........................................................................................3 - 15
Finding Contacts in the Directories ....................................................................................................3 - 16
Direct Database Searching ...............................................................................................................3 - 16
Phonetic Searching ............................................................................................................................3 - 16
“AND” Searching ................................................................................................................................3 - 18
Lateral Searching (CTRL+F2) ..............................................................................................................3 - 18
Drill Down .............................................................................................................................................3 - 19
Presence and Busy Lamp Field (BLF) ..................................................................................................3 - 20
Viewing Status Details ........................................................................................................................3 - 22
Microsoft Presence Status (LCS or OCS) ..........................................................................................3 - 24
Cisco Presence Status (CUPs) ...........................................................................................................3 - 26
Transferring calls when Presence is set ...............................................................................................3 - 27
Set Call Forwarding ..............................................................................................................................3 - 29
Viewing Calendar Schedules ............................................................................................................3 - 30
Sending Email ........................................................................................................................................3 - 33
SMS Messaging .....................................................................................................................................3 - 33
Send SMS Message box .....................................................................................................................3 - 34
Section 4: Customising Console Operator ............................................................................ 4 - 1

General ....................................................................................................................................................4 - 1
Popup Application When ....................................................................................................................4 - 2
SMS Display Name/Number ................................................................................................................4 - 2
Auto Unavailable ..................................................................................................................................4 - 2
Internal Contacts Number Priority ......................................................................................................4 - 2
External Contacts Number Priority ......................................................................................................4 - 2
Display ......................................................................................................................................................4 - 3
Queues ordering ...................................................................................................................................4 - 3
When a section becomes selected ...................................................................................................4 - 4
x
Display Call Information ....................................................................................................................... 4 - 4
When a call is selected ........................................................................................................................ 4 - 4
When making calls ............................................................................................................................... 4 - 4
When dragging and dropping ........................................................................................................... 4 - 4
Font Size ................................................................................................................................................. 4 - 4
Enhanced Coloured Notes ................................................................................................................. 4 - 4
Resilience .............................................................................................................................................. 4 - 4
Presence .................................................................................................................................................. 4 - 5
Dialling ..................................................................................................................................................... 4 - 6
Voicemail .............................................................................................................................................. 4 - 6
Auto Dial ................................................................................................................................................ 4 - 6
Call Transfers ........................................................................................................................................... 4 - 6
When Dragging and Dropping or Double Clicking ......................................................................... 4 - 7
When Blind Transferring ........................................................................................................................ 4 - 7
When Re-establishing a Call ............................................................................................................... 4 - 7
Call Park .................................................................................................................................................. 4 - 8
Personal Call Park ................................................................................................................................. 4 - 8
After a call has been parked .............................................................................................................. 4 - 8
Mute ......................................................................................................................................................... 4 - 8
Performing a search ............................................................................................................................. 4 - 9
Pressing numeric keys to dial numbers .............................................................................................. 4 - 9
Changing or selecting Directory screens .......................................................................................... 4 - 9
Call Recording ........................................................................................................................................ 4 - 9
Tones ........................................................................................................................................................ 4 - 9
When I have made myself unavailable .......................................................................................... 4 - 10
When a queued call is waiting to be answered ............................................................................ 4 - 10
When a call has timed out ................................................................................................................ 4 - 10
Queued Calls ........................................................................................................................................ 4 - 10
When a queued call is selected ....................................................................................................... 4 - 11
Indicator Colour ................................................................................................................................. 4 - 11
Directory ................................................................................................................................................ 4 - 12
Directory Groups ................................................................................................................................ 4 - 13
Default Display Order ........................................................................................................................ 4 - 13
Show the following information ........................................................................................................ 4 - 13
Search Based On ............................................................................................................................... 4 - 14
Contact Sidebar ................................................................................................................................... 4 - 14
Status Icons ......................................................................................................................................... 4 - 15
Contact Details .................................................................................................................................. 4 - 15
Contact Notes .................................................................................................................................... 4 - 16
Alternate Numbers ............................................................................................................................... 4 - 16
Alternate Numbers Display Order, ................................................................................................... 4 - 17
Field Headers ........................................................................................................................................ 4 - 18
Secondary Sort ..................................................................................................................................... 4 - 19
Filter Search ........................................................................................................................................... 4 - 20
During Call Control ............................................................................................................................. 4 - 20
When Searching Names .................................................................................................................... 4 - 20
AND Searching ................................................................................................................................... 4 - 21
When Performing a Filter Search ...................................................................................................... 4 - 21
Lateral Searching ............................................................................................................................... 4 - 21
Server Details ......................................................................................................................................... 4 - 21
Logging .................................................................................................................................................. 4 - 22
Advanced ............................................................................................................................................. 4 - 22
Appendix A - Permission Management ................................................................................ A - 1
Appendix B Glossary ..............................................................................................................10 - 1

Index .................................................................................................................................. Index - 1
Arc Premium Console Operator Attendant - User Guide xi

xii
List of Tables
2-1 Console Operator Icons .......................................................................................................... 2 - 4
2-2 Call Parking Devices - Button Functions .............................................................................. 2 - 14
2-3 Call Control Icons................................................................................................................... 2 - 24
3-1 Contact Notes - Icon Colours............................................................................................... 3 - 14
3-2 keystrokes for transferring a call ........................................................................................... 3 - 22
3-3 Presence Status details - description ................................................................................... 3 - 23
3-4 Presence Status Icons ............................................................................................................ 3 - 25
3-5 CUPs Presence Status Icons .................................................................................................. 3 - 27
3-6 keystrokes for transferring a call ........................................................................................... 3 - 29
Arc Premium Console Operator Attendant - User Guide xiii

xiv
List of Figures
1-1 Login Screen .............................................................................................................................. 1 - 1
1-2 Main screen of Console Operator .......................................................................................... 1 - 3
1-3 Queues section highlighted in the Console Operator interface......................................... 1 - 5
1-4 Queue Calls pane in the Console Operator interface......................................................... 1 - 6
1-5 Active Calls pane highlighted in the Console Operator interface..................................... 1 - 7
1-6 Full Directory pane in the Console Operator......................................................................... 1 - 7
1-7 Calls In Progress pane highlighted in the Console Operator interface.............................. 1 - 9
1-8 Call Parking Devices pane in the Console Operator interface ........................................ 1 - 10
1-9 Speed Dial pane in the Console Operator Interface ......................................................... 1 - 11
1 - 10 The Contact Sidebar .............................................................................................................. 1 - 13
2-1 Keyboard Layout ...................................................................................................................... 2 - 2
2-2 Active Calls pane highlighted in the Console Operator interface..................................... 2 - 6
2-3 Salutation window .................................................................................................................... 2 - 7
2-4 Go Unavailable ......................................................................................................................... 2 - 8
2-5 Holding Calls via the right click menu .................................................................................. 2 - 10
2-6 Status Screen for an internal number ................................................................................... 2 - 11
2-7 Enter Notes for Held Call ........................................................................................................ 2 - 11
2-8 Calls In Progress pane highlighted in the Console Operator interface............................ 2 - 12
2-9 A held call in progress ............................................................................................................ 2 - 13
2 - 10 Call with no Notes in the Calls In Progress pane ................................................................. 2 - 13
2 - 11 Call with Notes in the Calls In Progress pane ....................................................................... 2 - 13
2 - 12 Call Parking Devices pane highlighted in the Console Operator interface.................... 2 - 14
2 - 13 Personal Parked Call............................................................................................................... 2 - 15
2 - 14 The button is enabled to Camp On the call ....................................................................... 2 - 16
2 - 15 Selecting Toggle option from the drop down menu .......................................................... 2 - 19
2 - 16 Number is shown under the Active Calls pane ................................................................... 2 - 20
2 - 17 Speed Dial pane highlighted in the Console Operator Interface .................................... 2 - 21
2 - 18 Speed Dial edit window ......................................................................................................... 2 - 21
2 - 19 Reverted Call........................................................................................................................... 2 - 23
2 - 20 Right-click Menu for Retrieved Calls ..................................................................................... 2 - 23
3-1 Full Directory in the Console Operator ................................................................................... 3 - 2
3-2 An example of PDGs in the Console Operator ..................................................................... 3 - 6
3-3 Shows the Personal Directory Group Dialogue box.............................................................. 3 - 7
3-4 Personal Directory Groups with Use an existing group options. .......................................... 3 - 7
3-5 PDGs where three criteria have been set.............................................................................. 3 - 8
3-6 The Contact Sidebar .............................................................................................................. 3 - 10
3-7 Enter contact information...................................................................................................... 3 - 11
3-8 Add contact information and absent message ................................................................. 3 - 14
3-9 Finding Contacts within the Directory pane........................................................................ 3 - 16
3 - 10 Lateral Searching .................................................................................................................... 3 - 18
3 - 11 Lateral Search criteria hilighted ............................................................................................ 3 - 19
3 - 12 Drill Down - Window heading that reflects the selection criteria ...................................... 3 - 19
3 - 13 Presence Status Pop up ......................................................................................................... 3 - 20
3 - 14 Summary of Consolidated Presence Status......................................................................... 3 - 21
3 - 15 Viewing Presence Status Details............................................................................................ 3 - 22
3 - 16 Status Screen for an internal number ................................................................................... 3 - 23
3 - 17 Presence Status Details .......................................................................................................... 3 - 23
3 - 18 Example Status settings within Microsoft Office Communicator....................................... 3 - 25
3 - 19 Microsoft Presence displayed ............................................................................................... 3 - 25
3 - 20 Send Instant message ............................................................................................................ 3 - 26
3 - 21 CUPs Presence displayed....................................................................................................... 3 - 27
3 - 22 ................................................................................................................................................... 3 - 27
3 - 23 Summary of Consolidated Presence Status......................................................................... 3 - 28
3-1 Call Forwarding - Selecting Status > Device features......................................................... 3 - 29
3-2 Call Forwarding - Status > Device features.......................................................................... 3 - 29
3 - 24 Calendar Schedules ............................................................................................................... 3 - 30
Arc Premium Console Operator Attendant - User Guide xv

3 - 25 Viewing Calendar Information .............................................................................................. 3 - 31
3 - 26 Viewing Calendar Status Details ........................................................................................... 3 - 31
3 - 27 Calendar Status Details .......................................................................................................... 3 - 32
3 - 28 Microsoft Outlook Calendar .................................................................................................. 3 - 32
3 - 29 View Calendar from Menu .................................................................................................... 3 - 33
3 - 30 Send SMS selection from the mouse menu.......................................................................... 3 - 33
3 - 31 Send SMS Message box.......................................................................................................... 3 - 34
3 - 32 Sample SMS delivery error message. .................................................................................... 3 - 35
4-1 General tab ............................................................................................................................... 4 - 1
4-2 Display tab ................................................................................................................................. 4 - 3
4-3 Presence tab ............................................................................................................................. 4 - 5
4-4 Dialling tab ................................................................................................................................. 4 - 6
4-5 Call Transfers Tab....................................................................................................................... 4 - 7
4-6 Call Park tab .............................................................................................................................. 4 - 8
4-7 Mute tab..................................................................................................................................... 4 - 9
4-8 Call Recording tab.................................................................................................................... 4 - 9
4-9 Tones tab.................................................................................................................................. 4 - 10
4 - 10 Queued Calls tab.................................................................................................................... 4 - 11
4 - 11 Directory tab............................................................................................................................ 4 - 13
4 - 12 Contact Sidebar Preferences ................................................................................................ 4 - 15
4 - 13 Alternate Numbers Tab .......................................................................................................... 4 - 17
4 - 14 Field Headers tab .................................................................................................................... 4 - 18
4 - 15 Secondary Sort tab ................................................................................................................. 4 - 19
4 - 16 Filter Search tab....................................................................................................................... 4 - 20
4 - 17 Primary Server tab ................................................................................................................... 4 - 21
4 - 18 Logging tab ............................................................................................................................. 4 - 22
4 - 19 Advanced tab......................................................................................................................... 4 - 23
xvi
Section 1: Getting Started
In order to function the Console Operator Application must have the relevant telephony software
and hardware installed and configured. A trained technician such as the network administrator usu-
ally completes these procedures.
1.1 Logging In
The operator is required to log in to the application with their Login Name and Password. Each oper-
ator has a unique identity to log in to the Console Operator. Logging on to the Console Operator
also logs on the operator to the Arc CT Server. After logging on successfully the operator can pro-
cess both internal and external calls.
Accessed either by pressing Ctrl+i, or alternatively select File > Login, this opens the Login window:
Figure 1 - 1: Login Screen
Login to the Console Operator:
1. Type Login Name and Password.

2. Type in the Extension number. If this number is likely to remain the same, you can tick the box to
Use existing device details, and the details are retained for subsequent logins. If a new
extension number is required, you need to uncheck the 'Use existing device details box and
enter the required number.
3. Click Login.
1.2 Logging Out
When the Operators have done their tasks, they can logout from the application. To log out, either
press Ctrl+O or select File > Logout.
1.3 Resilient configuration
If you are logging in to a resilient Arc Console Operator installation, which has a Publisher (primary)
and Subscriber (secondary) server, the application connects to the server it was last connected to. If
the default Publisher server fails, as soon as there are no active calls the application cuts over to the
Subscriber server. If the application cannot connect to the Publisher server at login, you are
Arc Premium Console Operator Attendant - User Guide 1-1

informed that you are being logged in to the Subscriber server. If the application cannot connect to
either server, a failure message is displayed.
Note
When you are logged in to the Subscriber server you cannot create, update
or delete directory contacts, including contacts in the BLF or personal
directory groups, nor can you create, update or delete personal directory
groups.
If the Publisher becomes available while you are logged in to the Subscriber, you are asked whether
you want to log into the Publisher or to stay logged in on the Subscriber. If the Subscriber fails while
you are logged in to it, and if the Publisher is available, you are prompted that you are being logged
in to the Publisher.
The Extension number that is entered during login must be the Primary Number for a device. It is pos-
sible that the same extension number might be configured as a primary number for another device
on a different partition. In order to differentiate between the two devices configured on the same
extension number, the MAC address can be used to identify each device. A MAC address is a
unique identifier for each device.
During login, if multiple instances exist in Cisco Unified Communications Manager for the directory
number you entered, a Duplicate Device window will be displayed. You can select a MAC address
and view the relevant details for the directory number and select the correct device as shown.
1.4 Console Operator Permissions
Permissions are allocated to an operators login account to allow/restrict certain queues, features
and functions as well as amend, delete or add contacts in the directory pane. These are controlled
by the Administrator server and can not be changed within the Operator Console.
1.5 Interface
The main interface of Console Operator consists of the following panes:
Number Area Page

1 All Queues (F9) pane 1-4
2 Queue Calls (F8) pane 1-5
3 Call Control Tool Bar 1-6
4 Active Calls (F7) pane 1-6
5 Directories pane (F3) 1-7
6 Calls In Progress (F5) pane 1-9
1-2
Number Area Page
7 Call Parking Devices pane 1-9
8 Speed Dial (F6) pane 1 - 11
9 Contact SIdebar 1 - 11
Figure 1 - 2: Main screen of Console Operator

1.6 The Application Menu Bar
Control Name Description
File
Login Login to the Console.
Logout Log out from the Console.
Exit Close the application.
View
Tool Bar Show/Hide the Call Control tool bar.
Queues There are three options to display queue information, View All Queues, View
Individual Queues and View Queue Statistics.
Note: Deselecting all of them hides the All Queue (F9) pane.
Contact Sidebar Show/Hide the Contact Sidebar
Speed Dial Show/Hide the Speed Dial pane.
Call Park Show/Hide the Call Park pane.
Display Salutation Enables/Disables the Salutation window (CTRL+F7). Display Salutation is a

dependant on options configured in the Arc Server.
Display My Enables/Disables the display of camped on calls (CTRL+F5).

Camped on Calls
Display My Serial Enables/Disables displaying the Serial Calls during its sequence (Shift+F5). If
Calls disabled, the call does not appear in the Active Calls pane once it has been
released initially.
Options
Preferences This option opens the preferences window to customise the Console
Operator application.
Emergency This option allows the Console Operator to send their logged in queue into
Emergency Mode. See section 2.11 - Using Emergency Mode’ on page 2 - 9
for details on how this is used.
Filter Searching Enable/Disable ‘Phonetic’ and ‘And’ searching options.
Font Size Change the font sizes used on the screen. The options are Default, Medium,
Large and Extra Large.
Help
Contents On-screen help.
Keyword Search Search for help information using keywords.
Graphics Displays a legend of the icons that appear within the console.
About console Displays the version and copyright information.

Operator
1.7 Queues (F9) pane
The Queues pane of the application displays the queues that are available to the operator. Each
icon represents a different Queue. When an incoming call is delivered to the queue, a numeric indi-
1-4
cator appears indicating the number of calls waiting to be answered. There is an optional setting
where a ring tone can be played via the PC while a call is in the queue.
Figure 1 - 3: Queues section highlighted in the Console Operator interface
The queues can either appear in the sequence that they were created within the Admin software, or
ordered alphabetically. See 4.2.1 - Queues ordering’ on page 4 - 3 for details.
This pane can be hidden from view by deselecting all of the options in the menu View > Queues.
The following icons are displayed in this pane:
Icons Types of Queues
Displays waiting calls in all available queues.
Console queues that do not have Forced Delivery set for them.
Console queues that have Forced Delivery set for them in configuration.
Queues that are currently on Out of Hours Break.
Queues that have been put out of service by the Supervisor.
1.8 Queue Calls (F8) pane
This pane displays calls that are waiting in queues. The calls displayed in this pane depend on what
has been highlighted in the Queues (F9) pane. The selected queue name are displayed in the
heading of this pane, and a number to denote the amount of queued calls.

When a call is in the queue a graphic appears that shows the Name (if there is a directory match), if
the call is internal/external, and Number of the caller, the elapsed time the caller has been waiting,
and the name of the queue. The only action available in this pane is to answer the call. See section
2.4 - Types of Calls’ on page 2 - 5.
Figure 1 - 4: Queue Calls pane in the Console Operator interface
1.9 Call Control Tool Bar
The Call Control tool bar comprises of a pane of buttons that influence how a call can be distributed
or actioned. See section 2.1 - Call Control Toolbar’ on page 2 - 1 for descriptions of the various con-
trols.
Control Name Icon Control Name Icon
Answer Call Mute Call
Clear Call Transfer Call
Retrieve Call Toggle Call
Re-establish Hold with Notes
Hold Contact
Properties
Start Conference
Conference
Camp on Record Call
Park Call Personal Call Park
SMS Serial Calling
1.10 Active Calls (F7) pane
The Active Calls pane displays calls that are currently being processed by the operator or ringing in
the operator's extension. The operator can view call information such as related queue of the call
and the current status of the call, that is, Ringing, Held, Calling, Talking or Busy. Other actions such as
transferring, parking a call can be executed in this pane and are explained in - Section 2: Managing
1-6
Calls in Console Operator’ on page 2 - 1.
Figure 1 - 5: Active Calls pane highlighted in the Console Operator interface
1.11 Directory (F3) pane
Within the Directory pane of the Console Operator is a list of all contacts available to the operator.
There are two main components; the main Directory pane and a Contact Sidebar.
There are two types of directories in the Arc Premium Console Operator:
 Full Directory - This shows all of the contacts that are available to the operator within the
Console Operator environment.
 Personal Directory Groups (PDG’s) - These directories can be modified to display a portion
of the Full Directory. These directory groups are specific to the credentials used to the login
used with the Arc Premium Console. A maximum of 100 PDG’s can be configured.
Figure 1 - 6: Full Directory pane in the Console Operator
There are aspects of the directory that are configured through the Arc Premium admin, but the
basic information that is normally displayed includes contact details such as: First Name, Last Name,
Department, Job Title, Extension Number and Email. Busy lamp Field (BLF), Presence Status, Absent
and Contact Information can also be displayed.

The directory pane functionality is described in detail in - Section 3: Using the Directory’ on page 3 -
1.
The directory pane can easily be configured to present additional information such as alternate
contact details and presence information, and the layout can be customized to suit an operators
requirements. This includes:
 Using a single or dual line display for a contact,

 Changing the order that information is presented,
 The ability to rearrange columns, either through the preferences tab or using drag and drop
within the directory pane.
 Sort columns by clicking a heading and order the display in either ascending or descending
order.
The Directory pane configuration is explained in section 4.11 - Directory’ on page 4 - 12.
Alongside the Directory pane there is a Contact sidebar that provides additional information about
the contacts. See section 1.15 - Contact Sidebar’ on page 1 - 11.
Call control operations can be performed on the contacts in the any of the Directories in the follow-
ing ways:
 Using the mouse, select a contact in the directory and click any call control button on the
call control toolbar. These buttons have been explained in the previous sections.
 Select a contact to view additional information about that contact in the Sidebar.
 Right-click a contact and choose an option from the context menu.
 Use the keyboard shortcuts to perform call control operations as explained in the previous
sections.
The following table shows a selection of the icons that might appear next to a contact in the direc-
tory pane. These icons (and variations) are explained in detail within the Section 3: Using the Direc-
tory’ on page 3 - 1
Icon Description
Indicates the status of the extension, if permanently monitored.

In the instance where the number that is displayed is not an internal extension an
icon appears to indicates the type of contact number being used, for example,
Mobile, Business, Home, Fax or Pager.
Indicates that the contact is available for receiving XML messages.
Indicates calendar information related to the contact.
Indicates that the contact has some notes attached. Various colours can be used
to denote different situations.
This icon indicates that a Contact has an Assistant added to their details. There can
only be one assistant set per contact. This icon takes precedence over Alternate
Contacts or Numbers.
This icon indicates that there one or more Alternate Contacts for this person. This
icon takes precedence over Alternate Numbers, but does not display if the
contact has an Assistant.
1-8
Icon Description
Indicates that an alternate number has been specified for the contact,
or one of the following fields have an entry in the Contact Numbers; Mobile,
Business 1, Business 2, Home, Pager and Fax.
1.12 Calls In Progress pane
The Calls In Progress pane displays two types of calls:

 The calls that are placed on hold by the operator.
 The timed-out (returned to the operator) calls that the operator transferred, camped on or
parked on a device.
Figure 1 - 7: Calls In Progress pane highlighted in the Console Operator interface
The following information is displayed for each call:
F5 Various icons appears in this column related to the status of the call.
In figure 1 - 7 the icon denotes that there are notes attached to the call.
Call For The Name or Number appears if call was put on Hold with Notes, or recalled.
Wait Time The elapsed waiting time of the caller in the Calls in Progress (F5) pane.
Call From Where the call has originated from.
Extension Extension for which the call is camped on or transferred.
Status This indicates whether the operator has placed the call on hold, or, if the call
has returned on time-out.
1.13 Call Parking Devices pane
The Call Parking Devices pane displays a list of Call Parking devices. By default the operator can
view all devices.

The Operator can change which devices are displayed by clicking the buttons as explained in the
following table:
Figure 1 - 8: Call Parking Devices pane in the Console Operator interface
Note
If the Call Park pane is not required it can be hidden by deselecting Call Park
in the View Menu.
Buttons Function
Shows all Call Parking devices.
Displays Call Parking devices that are not in use and available to the
operator.
Shows devices where the operator has parked calls.
Show Call Parking devices where other operators have parked their
calls.
Displays the number where the operator has parked the last call.
Displays the name of the contact the call has been parked for.
Within the Call Park pane the following Icons are displayed to show the status of a Call Park Device.
Icon Function
This indicates that the selected Call Park device is currently out of
service.
The devices is not in use and available to the operator.
The device has a call parked by the operator.
A device where another operator has parked a call.
1 - 10
1.14 Speed Dial pane
To enable the Operator to quickly dial calls, a pane is provided for frequently called numbers.
Speed dial can be from either internal or external contacts, and can be either Public (viewed by all
operators) or Private.
Figure 1 - 9: Speed Dial pane in the Console Operator Interface
Note
If the Speed Dial pane is not required it can be hidden by deselecting Speed
Dial in the View Menu.
Icon Description
Public Speed Dial
Private Speed Dial.
Pressing Alt+F6 from anywhere within the console opens the window to add a Private Speed Dial.
1.15 Contact Sidebar

When a contact is selected the contact sidebar shows additional information about the selected
contact.
Note
If the Contact Sidebar is not required it can be hidden by deselecting
Contact Sidebar in the View Menu.
This includes:
 Presence icons (with tooltips)

 Any additional information that is available.
 Contact Information and Absent message panes. These can be vertically expanded or
reduced as required.
This display pane can be configured using the Preference> Contact Sidebar tab; where the order of
information can be changed, presence icons can be enabled/disabled, and Contact information/
Absence messages can be removed. This is covered in section 4.12 - Contact Sidebar’ on page 4 -
14
Although the content of the Sidebar and Notes are read only, certain fields can be used to initiate
an action:
Details can appear in bold in the following fields (phone numbers):
 Extension
 Home
 Business1
Arc Premium Console Operator Attendant - User Guide 1 - 11

 Business2
 Pager
 Fax
 Mobile
This denotes you can initiate a call by double clicking on the required field. You can also press Enter
if the Sidebar pane is selected.
 If there is no current call then the number is dialled.

 If there is a connected call then pressing Enter starts a consult transfer.
 Double clicking either consults the call or blind transfers the call based on the preferences
"When dragging and dropping or double clicking" option
Details can appear in bold in the following fields (emails):
 Email
 Email2
 Email3
 UserField1
 UserField2
 UserField3
 UserProfile
This denotes you can initiate an email by double clicking the required field. You can also press Enter
if the Sidebar pane is selected. This opens the configured email client (eg Outlook) to compose a new
email message.
Note
Console Operator does not verify the email address. It assumes if an "@"
character appears within the field then the data is an email address and the
field appears as bold.
1 - 12
Figure 1 - 10: The Contact Sidebar

1 - 14
Section 2: Managing Calls in Console Operator
This section provides a description of the buttons and keystrokes available in the Console Operator.
This section also provides instruction for managing calls, which includes answering, transferring,
holding, call parking, muting, and speed dial.
2.1 Call Control Toolbar
The Call Control tool bar has the following options.
Control Name Icon Description
Answer Call Answer a ringing call. This button can also be used to un-mute
a call.
Mute Call Mute a call. This silences the operator’s microphone so that they
can not be heard by the caller.
Clear Call Clear an answered call.
Transfer Call Transfers an answered call to another extension.
Retrieve Call Retrieve a held call.
Toggle Call Toggle between an Active and a Held Call on the handset.
Re-establish Redo an action previously performed on a call, such as Transfer,

Park, Hold etc.
Hold with Notes Attach a note to the current call before placing the call on
hold.
Hold Place a specific call directly on hold without taking notes.
Contact Add or update contact details of the caller.

Properties
Start Consult and start conference with another operator.

Conference
Conference Commence a conference when three parties are ready.
Camp on Transfer a call to a busy extension.
Record Call Record the current call. Only available if Call Recording is
enabled.
Park Call Place a call on a Call Parking Device.
Personal Call Place a call on a Personal Call Park.

Park
SMS Send an SMS text message to an IP Phone contact.

Serial Calling Initialise Serial Calling
2.2 Keyboard Shortcuts
Figure 2 - 1: Keyboard Layout
The keyboard layout explains the functional keys that can be used to operate the Console applica-
tion. These keys are explained below.
Key Function Key Function

F1 Help ENTER  Answer/Connect/Clear
F2 Presence: Shows Busy Lamp, PLUS + Answer/Toggle. Answers the next

Presence, Alternative numbers and highest priority call. When offering a
Device Line States for a contact call, toggles between calling and called
party
F3 Moves the cursor to the first search MINUS - Cancel Consult call. If a called party
field in the displayed Directory pane. refuses an offered call, this key drops
the call and reconnects the calling
party
F4 Create a Personal Directory Group INSERT Camp-on. Used to stack a call against a
busy extension.
F5 Call Progress pane DELETE Re-establish. Re-try a call, for example,
a camp on returning on time out.
F6 Speed Dials pane BACKSPACE Number correction. Used to correct
 mistyped numbers or characters
F7 Active calls pane / (on num Transfer current call to voicemail (if
keypad) voicemail option configured)
F8 Queued Calls pane PAGE DOWN Hold/Retrieve. First key press puts the
 call on Hold. Second key press retrieves
the held call. Also retrieves
2-2
F9 Queues Summary pane HOME Call Park. Parks a call against a free call
park extension number
F10 Attendant Go Unavailable (all calls). END Conference. Used to start a conference
call.
F11 Toggle Directory Groups PAGE UP  Hold with Notes. Annotate a call whilst
it is on hold
F12 Show Contact Details TAB  Switch between F3 and F9 panes
CTRL Personal Call Park CTRL D Delete a Contact

HOME
CTRL F2 Lateral search - drill down on search CTRL E Set Queue Emergency Mode
results using fields indexed for
lateral search
CTRL F4 Delete Personal Directory Groups CTRL I Send Instant Message (IM) if IM system
is connected
CTRL F5 Display camped on calls CTRL L View contacts Calendar
SHIFT F3 Clears any search results that are CTRL M Send e-mail from console. If there is a
displayed in the active directory. current connected call, the details of
this are put in the subject line
SHIFT F4 Edit Personal Directory Groups CTRL N Add notes to the current connected call
SHIFT F5 Display serial calls CTRL Q Mute Current Call
CTRL F10 Queue unavailable (like F10 but CTRL R Reclaim a call
Queue calls only)
CTRL F12 Alternative Numbers Display CTRL T Add a new contact
UP/DOWN Show menu for the highlighted field CTRL Tab Navigates through the directory tabs
 Header from 1 to x
PAUSE / Record calls (if integration with call CTRL SHIFT Navigates through the directory tabs
BREAK recording server is configured) Tab from x to 1
ALT+Tab This navigates to the respective CTRL+Insert Used to add a call to a “Serial
Number directory tab. Calling” routine. This is where a
caller may ask to speak to several
Example: Alt+2 opens the 2nd tab,
people without having to redial.
Alt+4 opens the 4th tab.
CTRL+ When the Presence Status and
Alternate Numbers window is open
pressing Ctrl + or scrolls

through the directory contacts
without closing the window.

2.2.1 Label and Keyword Description
Key Name Description
Context Used to bring up the associated menu in the highlighted field Header, use the Up
Key and Down keys as required to hi-light the item and Enter key to select.
Space Bar Used to delete the number whilst in the process of dialling out .
Equal When this is pressed your cursor goes to the directory search option and a ‘*’
appears ready for a search criteria to be added. Pressing it a second time puts an
‘=’ in the search box.
2.2.2 Colour Coded Keyboard (Optional)

An optional colour coded keyboard can be purchased for use with the Console Operator. This
groups together the functions as follows:
Key Name Colour Functions
F1-F12 Yellow See table 4.1 for functions.
Call Control Keys Green Camp on, Re-establish, Hold/Retrieve, Hold with notes,
Conference, Park.
Call Handling Green Answer Next/Toggle, Connect/Clear.

Keys
Call Handling Blue Consultation Cancel.

Keys
2.3 Console Operator Icons
This section covers the operational flow of the application and topics relating to call management.
The operator must be familiar with the following icons in order to properly handle the calls. These icons
represent different states of devices in the Directory pane.
Icon Description
On-hook
Off-hook
Unavailable/Unknown
Ringing in
Ringing out
Ringing out on busy extension
Connected
Call on hold
Call forwarding
Table 2 - 1: Console Operator Icons
2-4
Icon Description
Serial Calling
Call forwarding to voice mail
Notes
Pending message(s)
Not available for messaging
Contact not in BLF
Available to receive messages
Table 2 - 1: Console Operator Icons
2.4 Types of Calls
Console Operator can differentiate between internal and external calls, as well as taking calls direct
to the Operator’s handset. Internal calls are defined in the Admin Server, typically by specifying the
number of digits used in the extension. Active Calls (F7).
External calls can come in two types of Console Call Queues.
 The calls that are waiting within the Queues and do not have the Forced Delivery set for them in
configuration; appear in Queued Calls pane.
 The calls that are waiting within the Queues and have the Forced Delivery set for them to
appear in Active Calls pane (F7).
To select the call(s) and answer them through the keyboard and mouse, there are various methods
which are described in this section.
2.5 Queues
Depending on the configuration of your system, the operator is designated queues which appear in
the Queues pane (F9). These are configured in the Admin Server.
Note
Depending on configuration and telephony configuration ‘All Queues’ is
recommended as it provides visibility to all calls that are associated with the
Operator.
Selecting a Queue
1. Press F9 to select the Queues pane then use the Up and Down arrow keys to select the required
Queue. Alternatively select the required queue using the mouse.
2. The Queues Call (F8) pane displays the name of the selected queue as well as a number to
denote the amount of calls in the queue.
After selecting the Queue, the operator is ready to take waiting calls.

2.6 Active Calls pane (F7)
The Active Calls pane displays calls that are currently being processed by the Operator. The opera-
tor can view call information such as related Queue of the call and the current status of the call, that
is, Held, Calling, Talking or Busy.
Figure 2 - 2: Active Calls pane highlighted in the Console Operator interface
The following keys are used when a call appears in this pane:
Key Function
F2 Presence: Show Busy Lamp, Presence Status, Alternate Numbers and Device Line
States
Enter Press to answer the incoming call.
Enter Press to clear the connected call.
Enter Press to complete the Consult Transfer of the call.
PgUp Press to hold the answered call with notes.
PgDn Press to hold without notes.
- Press to cancel Consult Transfer.
/ (divide) Used to transfer an active call, from the active call window to a selected contacts
voicemail.
This can be done by either typing :
 A number and pressing the '/' (divide) key. The active call is automati-
cally sent to voice mail (based on the number provided on the dial
pad).
 Or select a contact via the directory pane and presses the '/' (divide)
key. The active call is automatically sent to voice mail (based on the
selected contacts internal extension).
This uses the Voice Mail prefix which is set up in Preference/Dialling.
Insert Camp On the call.
End Add a call in the Conference.
Delete Re-establish a call.
Home Park the answered call on a device.
Ctrl+N Displays the contact details window with the Note tab displayed related to the
active call.
Ctrl+Q Mutes a call when certain actions are taken. This is set up in preferences and the
actions include Performing a Search, Pressing numeric keys to dial numbers or
Changing or Selecting Directory screens.
2-6
2.7 Answering Calls
Calls can be selected for answering in a number of different ways.
Answer calls in the selected queues

There are different ways that you can answer a call, using the keyboard:
 The most commonly used method is to select the next call with the highest priority, by pressing
the Answer Next (+) Key.
 Select the Queues Call pane by pressing the F8 Key, and use the Up and Down arrow keys to
select the call to answer and press the Connect/Clear (Enter) key to connect the call.
Alternatively using the mouse you can
 Double click on the call.

 Drag and drop it from the Queue to the active screen.
 Select the call in the Queue, and click Answer Call in the tool bar.
 Right click on the call in the Queue, and select Answer to initiate the selected call. If multiple
calls are in the queue then Answer Next selects the call with the highest priority.
2.7.1 Salutation
A feature that is added to the answering of calls is a Salutation that appears on the screen. The
Salutation is configured in the Admin software using the Call filters. When a call comes in that meets
the configuration set, and the Operator answers it, a Salutation window is displayed.
Figure 2 - 3: Salutation window
The advantage of this feature is that the Operator can deal with the caller in an effective and useful
way by reading the script in the salutation window.
Note
Salutation can be turned off via the menu bar using View > Salutation.
2.7.2 Answering Direct Calls to the Handset

In addition to the above procedures the operator is able to answer a call made direct to the handset
that they are logged into. This call immediately appears in the Active Calls pane. To answer the call,
the Operator can apply any of the above stated methods.

2.8 Muting Calls
Arc Console Operator provides functionality where the call can be muted either manually or
automatically. A muted call remains in the Active Calls pane. An example of this may be when an
Operator has to look up a contact, or consult a third party before continuing to process the call.
Note
When a call is in a mute state, the caller either hear music or silence
depending on the Music on Hold (MoH) feature on the operator device.
2.8.1 Manual Muting
To Mute a call
1. Select the active call, and press Ctrl+Q or click Mute from either the tool bar or right click
menu.
2. The same keystroke or button can be used to un-mute the call.
Note
The mute operation through the keyboard can be used from any window in
the Operator Console.
2.8.2 Automatic Muting

Automatic muting can be enabled through the Preferences section. When enabled, a call is muted
under the following conditions;
 Dialling a number.
 Moving control to any of the following panes from Active Calls pane:
• Search fields
• Directory links
• Main contact view window.
Note
Please note that all call control operations, such as call transfer, conference,
hold, toggle, clear etc., can be performed on a call in mute state.
2.9 Break Mode
The operator can take a break by going unavailable for a specific time. The calls still appear in
Console but the operator is not able to answer them.
To use Break Mode

1. Pressing F10 displays the following window, and then select Yes to confirm.
Figure 2 - 4: Go Unavailable
2-8
2. To become available again, press F10 again.
Note
If an Operator becomes Unavailable from their Queue after forwarding a call
to an extension and the call returns on time out (Park, Hold, No Reply, Camp
On), the call is sent to another Operator in the same Queue.
2.10 Queue Unavailable

When the Operator presses Ctrl+F10 this stops any calls coming through from any available Queues
that have been assigned to that operator. The Queue Icons that are described in the following table
become greyed out to represent that they are unavailable.
Queue Type Queue Status - Enabled Queue Status - Disabled
Forced Delivery
Pick List Delivery
All Queues
Note
With the Queue Unavailable function it is important to remember that calls
that are in progress, such as Parked or on Hold are still available to the
Operator.
2.11 Using Emergency Mode
Console Operator allows the operator with the necessary permission, to activate emergency mode
for any particular queue. When a queue is in emergency mode, all calls for this queue can be
automatically redirected to another destination, such as Night Service or Voicemail. These
destinations are defined in Arc Connect Configuration Utility.
Setting a queue to Emergency Mode

1. From the menu, select Options > Emergency, or choose the queue in the Queue (F9) pane and
right click and select Emergency. The Emergency window appears.
2. Select the queue you want to put into emergency mode from the Available Queues list.
Note
Only queues that have been configured with the Emergency mode in the
admin server are visible in the Available Queues list.
3. Press to add the selected queue to Queues In Emergency list. Pressing moves all

queues to the Queues In Emergency list
4. Click OK to complete the process.
To remove queue(s) from Emergency Mode,

1. From the menu, select Options > Emergency, or choose the queue in the Queue (F9) pane and
right click and select Emergency. The Emergency window appears.
2. Select the queue from the Queues in Emergency list, and click to move the selected
Queue to Available Queues list. Clicking removes all queues from Queues In Emergency
list.
3. Click OK to complete the process.
2.12 Placing Calls on Hold
During a call, the operator can hold the active call to continue answering other incoming calls. The
call is held on a Service Queue. After a configurable amount of time (default is 30 seconds), Status for
the call changes from Held to Timeout to capture the operator's attention.
There are two methods to hold the call:
 Hold
 Hold with Notes
In both the cases, calls are shown in Calls In Progress pane and can be retrieved at any time.
Figure 2 - 5: Holding Calls via the right click menu
2.12.1 Holding Calls

To hold an active call, there are various methods that can be used with either the keyboard or mouse.
To holding a call
1. Select the call in the Active Call pane, and press the Hold (Page down) key, or click Hold
from either the tool bar, or right click menu. Alternatively you can drag a call from the Active
Calls pane to the Calls in Progress pane.
2.12.2 Device Status
The Operator can view the current status of any internal devices in the Directory.
Note
This is permission based and can be restricted by the Administrator on the Arc
Server.
View device status,
1. In the Directory, right click an internal device and select Status.
2 - 10
2. In the status window, select Calls. The current status of the device is displayed.
Figure 2 - 6: Status Screen for an internal number
The Operator can also answer any ringing call by clicking Answer .
2.12.3 To Hold Call with Notes

A call being placed on hold can have an annotation added to it. This is very useful when multiple
calls are on hold simultaneously. The icon appears next to the call to indicate the attached
notes.
Figure 2 - 7: Enter Notes for Held Call
Holding a call with Notes

1. Select the call in the Active Call pane.
2. Select the designated person that the call is on hold for from the directory.
3. Press the Hold with Notes (Page Up) key, or click Hold with Notes from either the tool bar or
the right click menu.
4. Enter the message text.

5. Press Enter key to hold the call with Notes.
2.12.4 Update Notes on a held call
When a call has been placed on hold with notes, it is possible to modify the notes without having to
retrieve the call.
To modify notes on a held call

1. Select the held call in the Calls in Progress pane, and right click to view the menu.
2. Select Hold Details to view the Hold Notes.
3. Change/Update the Notes for the call.
4. Click OK to hold the call again.
2.13 Calls In Progress
The Calls In Progress pane displays two types of calls:

 The calls that are placed on hold by the operator.
 The timed-out (returned to the operator) calls that the operator transferred, camped on or
parked on a device.
Figure 2 - 8: Calls In Progress pane highlighted in the Console Operator interface
The following information is displayed for each call:
F5 Various icons appear in this column related to the status of the call.
In Figure 4-10 the icon denotes that there are notes attached to the call.
Call For The Name or Number appears if call was put on Hold with Notes, or recalled.
Wait Time The elapsed waiting time of the caller in the Calls in Progress pane (F5).
Call From Where the call has originated from.
Extension Extension for which the call is camped on or transferred.
Status This indicates whether the operator has placed the call on hold, or, if the call
has returned on time-out.
The following keys can be used in Calls In Progress pane:
Key Function
Enter Retrieves the answered call.
F12 Displays hold details.
2 - 12
Key Function
/ (divide) Used to transfer an active call, from the active call window to a selected contacts
voicemaill.
This can be done by either typing :
 A number and pressing the '/' (divide) key. The active call is automatically
sent to voice mail (based on the number provided on the dial pad).
 Or select a contact via the directory pane and presses the '/' (divide)
key. The active call is automatically sent to voice mail (based on the selected
contacts internal extension).
2.14 Retrieving Held Calls
Calls Placed on Hold can be retrieved from the Calls In Progress pane to Active Calls pane. Methods
for retrieving calls are the same once the calls appear in Calls In Progress pane.
Figure 2 - 9: A held call in progress
To Retrieve a held call

1. Select the call in the Calls In Progress pane, and press the Hold (Page down) key again.
2. Alternatively you can double click on the call, or drag and drop it to the Active Calls pane, or
click Retrieve from either the tool bar or the right click menu..
Figure 2 - 10: Call with no Notes in the Calls In Progress pane
Figure 2 - 11: Call with Notes in the Calls In Progress pane
2.15 Call Parking
Note
Call Parking in the Console Operator is managed on the Arc Server and is
different to the Call Parking that can be configured on the Cisco Unified
Communications Manager.
The Call Parking Devices pane displays a list of Call Parking devices. These calls can be parked by
dialling the number of Call Parking Device from any extension. By default the Operator can view all
devices. See section ‘4.6 - Call Park’ on page 4 - 8 for the preferences that can be set.

;l
Figure 2 - 12: Call Parking Devices pane highlighted in the Console Operator interface
The Operator can change which devices are displayed by clicking on the buttons as explained in the
following table:
Buttons Displays
All Call Parking devices configured for the operator.
Free Call Parking devices.
Devices where the operator has parked calls.
Call Parking devices where other Console Operators have parked

their calls.
Table 2 - 2: Call Parking Devices - Button Functions

There is also a dialogue box that shows where the last call was parked, and who the call was parked
for.
Within the Call Park pane the following Icons are displayed to show the status of a Call Park Device.
Icon Function
Indicates that the Call Park device is currently out of service.
Free Call Parking devices available to the operator.
A device where the operator has parked calls.
A device where another operator has parked a call.
Call Parking Devices - Status icons
Note
Depending on the settings in Preferences > Call Park tab, (See section‘4.6 -
Call Park’ on page 4 - 8) If you untick “Show all Park Devices” the application
has “Show my Park Devices” selected in the Call Park pane when logged
in, and the pane is empty. By default, and if “Show all Park Devices” is ticked
the view shows all Call Parking Devices .
Parking a call
1. In the Active Calls (F7) pane, use the Up/Down arrows to select the call.
2 - 14
2. Press the Home key, or click Park Call from the tool bar or right click menu.
3. The call automatically parks on one of the available Call Parking Devices.
Retrieving a parked call

1. Select the Call Parking Device where the call is parked.
2. Double click the device, drag and drop the call to the Active Calls (F7) pane, or use
Retrieve from either the tool bar, or the right click menu.
If a parked call remains unanswered for the period of time set as Call Park Recall, it reverts back to
the Calls In Progress pane, from where the operator can retrieve the call using the methods
mentioned in section ‘2.14 - Retrieving Held Calls’ on page 2 - 13.
2.16 Personal Call Parking
The Console application provides the operator with the ability to Park Calls onto a Call Parking device
that is unique to the intended contact. Unlike regular Call Parking, after a tannoy announcement that
indicates that a call has been parked, the extension number of the park location is NOT given out. In
order to ensure that the parked call is received by a specific contact, a PIN code has been assigned
to each of the contacts. The PIN is configured in Arc Connect Administration.
Any person can answer the call by dialling the Personal Call Parking number and entering the PIN
code for Personal Call Park. However, if the DN being used to dial matches the ‘Parked for number’
the call automatically be connected. An operator can see the available Call Parking devices.
Figure 2 - 13: Personal Parked Call
Personal park a call with the keyboard

1. Select the call from the Active Calls pane.
2. If One Key Personal Call Park option has been selected, press the Home key to place the call
onto a free Park position. If the One Key Personal Call Park is not selected then press Ctrl+Home
to place a call onto a free Park position. See Section‘4.6 - Call Park’ on page 4 - 8 for
information on configuring One Key Personal Call Park. Alternatively you can click Personal Call
Park from the tool bar, or the right click menu.

3. The free park position now displays the name of the contact the call has been parked for.
2.17 Retrieving Personal Parked Calls
Retrieve Local Personal Parked Call using the keyboard

1. Select the local Personal Parked Call.
2. Enter the extension number to the Pre CT Gateway that has been configured for local call
parks. This extension number has been configured in the Arc Connect Administration.
3. Press Connect key.
4. The call appears in the Active calls pane.

Retrieve a Remote Personal Parked Call,
1. Select the remote Personal Parked call.
2. Enter the extension number to the Pre CT Gateway that has been configured for remote call
parks. This extension number has been configured in the Arc Connect Administration.
3. Press Connect key. Once connected, the contact hears a tannoy announcement that prompts
the contacts to enter the PIN code.
4. Enter PIN code.
5. The call appears in Active calls pane.
Retrieve on Time Out,

1. Select within the Calls In Progress pane.
2. Press the Retrieve key.
3. The call appears in Active calls pane.
4. The caller is in circuit.
If the caller has agreed to wait until the called party becomes available
1. When the call returns on time out.
2. Select from the Calls Progress pane.
3. Press the Re-establish key.
4. The call returns to the park position again.
If a parked call remains unanswered for the period of time set as Call Park Recall, it reverts back to
the Calls In Progress pane, from where the Console Operator can retrieve the call using methods
stated in Retrieving Held Calls.
2.18 Camp on Calls
The Console application provides the Operator with the ability to Camp on calls to a busy extension,
when the extension becomes available the call automatically rings on the extension.
Figure 2 - 14: The button is enabled to Camp On the call
The methods to Camp On calls are as follows,
To Campon a call
1. When trying to transfer an active call to a destination that is busy, a busy tone is heard and the
call display window reflects the word Busy.
2. To camp the call onto the busy extension, press the Campon (Insert) key, or click Campon
in either the tool bar, or the right click menu.
3. The call leaves the screen waiting for that extension to become free.
A camped on call stays on the busy extension for a time period set as Camp On Recall in the
Administration utility. After the elapse of this time, the call returns to the Calls In Progress pane with a
status as Reverted Camp on.
2 - 16
To retrieve the camped on calls, use methods stated in section ‘2.14 - Retrieving Held Calls’ on page
2 - 13.
2.19 Conference Calls
The operator can start a conference of three persons, the caller, the Operator and any other third
person.
Start a conference call
1. The operator has to have an active call to start the conference. Select the initial call in the
Active Calls pane.
2. Select the extension in the directory that is to be added into the conference or type the
number.
3. Press 'Start Conference' (End) key, or click Start Conference from the tool bar or right click
menu to initiate the conference.
4. Wait for the 3rd party to answer and press 'Conference' (End) key, or click Conference from
the tool bar or right click menu.
5. Once the conference is in progress an additional field is highlighted in the Active Calls pane.
The field is labelled as Conference Controller and is used to drop the Operator from the call
once all the parties are in conversation.
Note
If the third person does not want to start the conference then Console
Operator should clear the initiated call. This takes the operator back to the
original call.
2.20 Transfer Calls
After answering the call, the Operator can transfer the call to a requested device, either internally or
externally. This can be performed in a number of different ways, including a “blind transfer” where
the call is just forwarded without any announcement, or “Consult” transfer where the operator
announces the call to the destination number.
2.20.1 Initiating A Blind Transfer

In this transfer type, destination of the transfer is not consulted.
1. Select the call in the Active Calls pane.

2. There are a variety of ways to enter the destination number:
• Using the Number Pad on the right hand side of the keyboard, dial the required number.
Notice that the digits entered are displayed below the Active Calls pane.
• Select a contact from any of the directories, or Speed Dial pane,
• Right click menu and select Call, or double click to complete the call.
• Drag and drop on the contact in a directory, or a Speed Dial contact, .
3. Press Connect (Enter) key to initiate dialling the extension.
4. To complete the transfer, press the Connect on the keyboard again.

If a transferred call is not answered within a certain time duration, the call is reverted back to the
Active Calls pane. These calls can then be handled through Reverted Calls Controls.
Note
In the Preferences > Advanced tab, it is possible to configure which type of
transferred calls are returned to the console. Calls that are not returned are
ended when the caller stops the call. See the section ‘4.19 - Advanced’ on
page 4 - 22
2.20.2 Initiating a Consult Transfer

The destination of the transfer is consulted before the actual transfer takes place.
Consult transfer an Internal extension or external number

1. Select the call in the Active Calls pane.
2. There are a variety of ways to enter the destination number:
• Using the Number Pad on the right hand side of the keyboard, dial the required number.
Notice that the digits entered are displayed below the Active Calls pane.
• Select a contact from any of the directories, Speed Dial pane.
• Right click menu and select Call. (With this choice you stay online until the call is answered,
then select Complete Transfer).
• Drag and drop on the contact in a directory, or Speed Dial contact.
3. Press Connect (Enter) key to dial.
4. Stay on the line until the extension answers.
5. Offer the call to the extension and Connect key again to release if accepted. If declined press
Cancel Consultation key to return to the calling party.
Although in these procedures a consult call has been made, if for some reason the transferred call is
not connected within a certain time duration, the call is reverted back to the Active Calls pane. These
calls can then be handled through Reverted Call Controls.
2.20.3 FAC and CMC Settings
The operator may need to provide Forced Authorisation Code (FAC) and Client Matter Code (CMC)
to perform an External Consult Transfer.
Forced Authorization Code (FAC): Forced Authorization Codes are used to provide security in the
CallManager for dialling "Route Patterns". The concept of FAC is that if the operator makes such an
external call or transfer that is protected by a FAC, the operator must enter the FAC before the call
can continue. If an incorrect FAC is entered, or if no FAC is entered, the call fails.
Client Matter Code (CMC): Client Matter Codes are used to provide extra call logging facilities within
the CallManager. This is used to log calls from different destinations.
The concept of the CMC is that the operator has to enter their CMC Code before their call or consult
transfer can proceed. The value of this is that the call detail records are updated with the CMC code
along with the call information. This can then be used later on to charge calls to different cost centres.
2.21 Toggle Calls
The operator can toggle an active call with a Held one. There are two types of call toggling;
 Toggle Call during a Consult Transfer.

 Toggle Call during a Conference Initialization
2 - 18
Figure 2 - 15: Selecting Toggle option from the drop down menu
2.21.1 Toggle Calls during Consult Transfer
Toggle calls during a consult transfer

1. Select the call details that are displayed in the Active Calls [F7] pane.
2. Using the number pad on the right hand side of the keyboard dial the target number (Notice
that the digits entered are displayed below the Active Calls pane), or select it from any of the
directories. Press Connect (Enter) key to dial.
3. Stay online until the contact answers.
4. The original incoming call is on hold while the operator is talking to the call initiated by him.
5. To toggle between the caller and destination, use the Plus + key, click Toggle Call in the tool
bar, or right click and select Toggle call. The held call becomes active and the active call is put
on Hold.
6. Operators can always come back to the last stage by using the toggle call option again.
2.22 Transferring Calls to Voice Mail

Within the Arc Console Operator it is possible to transfer a call straight to a contacts Voice Mail by
pressing the ‘/’ key.
Note
Transfer a call direct to Voice Mail:

1. Select a call in the Active Call pane, and enter the destination extension in the dial pad pane
(or select a contact from the directory)
2. Press ‘/’ on the keyboard to transfer directly to the Voice Mail selected.
2.23 Making Calls
The Operator can dial calls from the Console application.
2.23.1 Make an Internal Call

To call a number in the Active Calls pane,

Making an internal call
1. Using the keypad, dial the required number, press Connect/Clear (Enter) key to end dialling.
Alternatively you can double click the relevant destination within the Directory pane or Speed
Dial pane, or right click on a destination in the Directory pane or Speed Dial pane and select
Call from the menu.

2. The call appears in the Active Calls pane.
3. The conditions change from Ringing to Talking when answered.
2.23.2 Making External Calls
Make an outgoing call using either of the following procedures,
Making an external call using the keyboard

1. Using the number keypad on the right hand side of the keyboard dial the number of the access
code and then the external number.
2. The details are displayed in the Call window.
Press Enter key to start dialling and Enter key again to make the call.
Note
If you press ‘/’ (divide) instead of Enter the call is forwarded to the Voice Mail
for the extension that has been entered. This requires that the Voice Mail Prefix
is configured in the Preferences > Dialling tab.
Figure 2 - 16: Number is shown under the Active Calls pane
Making an external call with the Access number

1. Check the Use External Access Number box and enter a digit to indicate an External call in the
General tab of the Preferences.
2. Enter the required telephone number.
3. It automatically dials the External call.
Note
It is not necessary to place the cursor in the Calling Box, when you start typing
the numerical values, it automatically focuses on the Calling box.
2 - 20
2.24 Speed Dials
The Speed Dials pane is an area where frequently used numbers can be configured for easy access
and dialling. The operators do not need to enter numbers and then make a call, they can select and
press the connect (Enter) key, or double click the Contact and the system dials the call automatically.
These numbers can be either internal or external contacts, and can be either Public (viewed by all
operators) or Private.
Figure 2 - 17: Speed Dial pane highlighted in the Console Operator Interface
Icon Description
Public Speed Dial
Private Speed Dial. Pressing Alt+F6 from anywhere within the console
to open the Speed Dial dialogue to add a Private Speed Dial.
Adding Speed Dials

1. Pressing Alt+F6 opens the Speed Dial dialogue box to add a new entry. Alternatively you can
drag and drop a contact from any of the directories into the Speed Dial pane, or right click and
select Add Speed Dial from the menu.
Figure 2 - 18: Speed Dial edit window
Updating a Speed Dial

1. Right click in the Speed Dials pane, to view the menu.
2. Select Edit Speed Dial.
3. The Speed Dial dialogue window opens.
4. Change the Extension Number, Name or Company.
5. Click OK.
Note
If you tick “Private Speed Dial” you are prompted to confirm it has limited
access.

Deleting an entry from the Speed Dial pane
1. Select the speed dial you want to delete.
2. Right click and select Delete Speed Dial.
3. Select Yes on the confirmation message.
Note
This is only deleting the contact as a Speed Dial, and does not remove them
from the directory.
2.25 Recording Calls
Note
This functionality is controlled by permissions and can be disabled by the
administrator
The Console application provides the Operator with the ability to record the active call. Once
recording starts, Operator cannot stop the recording until the call has finished.
The methods for Recording Calls are as follows;
Recording a call using the keyboard

1. With the relevant call selected within the Active Calls pane, press the Record (Pause key), or
click Record , or select Record Call from the right click menu.
2. The call is recorded.
2.26 Clearing Calls
To disconnect an active call when the caller has completed the enquiry:
Clearing a call
1. Select the call within the Active Calls pane.
2. Press the Clear (Enter) key, or click Clear in the tool bar, or select Clear from the right click
menu.
2.27 Re-establish Calls
This feature is a time saving one. The re-establishing of calls means to repeat the previous process with
one click. The Operator can re-establish the calls to repeat the previous action as in the following
panes:
 Hold Call
 Hold with Notes
 Transfer Call
 Conference Call
 Camp on Call
 Park Call
If due to some reason the process does not succeed, the operator can click Re-establish to
repeat the last action.
2 - 22
2.28 Reverted Call Control
When an operator transfers a call to a contact, there are times when the call is reverted back as an
active call. This may be because the contact could not answer the call in time.
Figure 2 - 19: Reverted Call
The operator might not want to search the contact all over again in order to re-transfer the call.
Therefore, Arc Console Operator offers a set of call controls specifically configured to handle
reverted calls.
Once the call hits the Active Calls pane after being recalled from the Calls In Progress pane, the
operator can view the Reverted Call Controls by simply right-clicking on the call.
Figure 2 - 20: Right-click Menu for Retrieved Calls
The call controls displayed above are similar to the ones explained previously. The only difference is
that in case of reverted calls, all the call controls are in context to the contact the call was initially
transferred to.
If the operator right-clicks on the retrieved call and selects Start Conference, the contact on the
extension from where the call was reverted is added to the conference automatically. The operator
would not need to search through the directory or specify the extension for that particular contact
himself.

2.29 Call Controls for Retrieved Calls
The following table gives a brief description of the functions that can be performed on a retrieved
call, either from the toolbar or the right click menu.

Clear Call Clear an answered call.
Consult Consult and transfer the answered call to the extension from where
the call was initially reverted.
Blind Transfer Transfer the answered call to the extension from where the call was
initially reverted.
Re-establish Redo an action previously performed on the reverted call.
Hold with Attach notes to the reverted call before placing the call on hold.
Notes
Hold Place call on hold for the same extension/contact the call was
reverted from, without taking notes for the contact.
Contact Add or update details of the contact from whom the call was
Properties reverted.
Start Consult and start conference with the contact the call was reverted
Conference from.
Park Call Place the call on a Call Parking Device.
Personal Perform Personal Call Park for the contact the call was originally
Call Park reverted from.
SMS Send an SMS message to the contact.
Table 2 - 3: Call Control Icons
2.30 Serial Calling
The Operator Console offers a function called Serial Calling where the operator can accept a call
and intuitively create and manage a series of destinations for the caller to be routed through. An
example being a sales representative calls into their office, and requires to speak to a colleague, their
secretary, then their manager. This call can be instigated by the operator without relying on the
destinations having to forward the call on.
 Provision for the operators to add, amend, reorder and delete numbers within the serial number
list. Numbers stored in the serial number list can be to internal and external destinations and the
numbers can be both individually typed by the operator or can be added via the contact direc-
tory.
2 - 24
 Manage the serial call process using the numbers stored in the serial number list. This includes
moving the active call to the service queue and then instructing the Arc server to dial each
number using the Arc Server's serial routing process.
 Manage the serial call completion (operator is given completion options when starting a serial
call process)
 Manage recalls and failed deliveries to those numbers stored in the serial number list. Recalls are
be managed in the ‘Calls In Progress’ [F5] pane where the operator supports features to recon-
nect the call back to the operator extension (‘Active Calls’ [F7] pane) or re-establish a failed
serial call process.
 The operator interface supports both mouse and keyboard operations for the serial call feature.
Creating a Serial Call

1. The operator answers a call (either from a queue or a direct call) and determines if the caller
requires to speak to multiple people (a Serial call).
2. The operator browses through the directory lists and adds contacts to the serial call list by either:
• Select the Contact and press Ctrl+Insert to add them to the Serial Call list.
• Select the contact and click Serial Call from the tool bar. Clicking OK saves the
selection and close the Serial Calling dialogue window to allow further contacts to be
chosen.
• Right clicking and selecting 'Add number to serial call list' from the options.
3. When all of the recipients have been selected, Press Ctrl+Insert (with no contacts selected) or
click Serial Call to open the Serial Calling Dialogue window.
4. The list can also be modified by removing or updating numbers. The sequence of numbers can
also be amended by selecting a number and using the Up and Down arrows.
5. Select the method of call completion by selecting Recall to Operator or Clear Call.
6. Add any required notes to the serial call. These show within the console while the call is active.
7. Click Start to begin the call with the first number in the serial Call list.
If the initial recipient has a Presence status set then the Operator is immediately prompted to resolve
this with the consolidated presence screen.
The call remains active, and the Operator has the choice to select an alternate number, or attempt
to re-establish the call again. Click Serial Call to continue with the call.
If subsequent calls have Presence Status set then the call is returned to the Calls in Progress (F5) pane
with a Presence Warning - Operator to Resolve statement. Right clicking on the call prompts the
operator to select from either:
 Retrieve the call, to the operators device

 Re-establish the Call (attempt the original number again),
 Re-establish the Call (ignore last number) this moves the call to the next recipient in the Serial
Call Sequence.

2 - 26
Section 3: Using the Directory
The following section describes how the contact directories works, and how information can be
displayed and used within the Console Operator. It explains how to use several types of search
functions including phonetic, ”And”, lateral and drill down capability. It also describes how to create
and manage Personal Directory Groups (PDG), display Busy Lamp Field (BLF) and presence
information
The following keys can be used globally and relate specifically to the directory information:
Key Function
States
F3 Moves the cursor to the first search field in the displayed Directory pane.
F4 Create a Personal Directory Group
F11 Toggles Directory Group.
F12 Press to view, add or edit the Contact Details.
Shift+F3 Clears any search results that are displayed in the active directory.
Ctrl+F4 Delete Personal Directory Groups
Shift+F4 Edit Personal Directory Groups
Ctrl+F12 Used to display the alternate contacts window if the selected contact has:
 an alternate number is associated with the contact.
 a mobile or business (business1) number exists for the contact.
Ctrl+T Add a new contact
Ctrl+Tab Navigate through the directory tabs from 1 to x (where x=the number of tabs
available)
Ctrl+Shift+ Navigate through the directory tabs from x to 1 (where x=the number of tabs
Tab available)
Alt+Tab Navigate to the respective directory tab.

Number Example: Alt+2 opens the 2nd tab, Alt+4 opens the 4th tab.
Alt+F6 Open a Personal Speed Dial, regardless of if the Speed Dial pane is visible.
* (asterisk) Moves the cursor to the directory search box.
3.1 Full Directory
There are aspects of the directory that are configured through the Arc Premium admin, but the
basic information that is normally displayed includes contact details such as:
 First Name
 Last Name
 Department
 Job Title
 Extension Number
 Email

The directory pane can easily be configured to present additional information such as alternate
contact details and presence information, and the layout can be customized to suit an operators
requirements. This includes:
 Using a single or dual line display for a contact,

 Changing the order that information is presented,
 The ability to rearrange columns, either through the preferences tab or using drag and drop
within the directory pane.
 Sort columns by clicking on a heading and order the display in either ascending or
descending order. This only works with fields that have been indexed, which is configured
by the system administrator.
The configuration of the main directory is handled in the Preferences> Directory menu, and is covered
in section ‘4.11 - Directory’ on page 4 - 12 of the manual.
Note
Using certain desktop themes may also provoke a change of heading colour
when the mouse passes over them, This signifies that the directory can be
sorted by this field.
When dual line directory is used, only fields appearing on the first line are
searchable.
When using drag and drop, only fields on the first line can be rearranged. The
sequence of second line fields needs to be changed in the Preferences >
Directory Tab.
If all directories are configured to display the same, then drag and drop
changes appear in all directories.
All columns can be rearranged via drag and drop. Changes made in the
directory pane are reflected in the Preferences > Directory tab.
Columns can not be sorted by an Icon field.
Figure 3 - 1: Full Directory in the Console Operator
3-2
Call control operations can be performed on the contacts in the any of the Directories in the follow-
ing ways:
 Using the mouse, select a contact in the directory and click any call control button in the
tool bar. These buttons have been explained in the previous sections.
 Select a contact and double click (or press Enter) on a hi-lighted field in the Contact Side-
bar.
 Right-click a contact and choose an option from the context menu.
 Use the keyboard shortcuts to perform call control operations as explained in the previous
sections.
Key Function
States
F3 Moves the cursor to the first search field in the displayed Directory pane.
F4 Create a Personal Directory Group
CTRL+F2 Open a Lateral Search for alternate colleagues of the selected contact. This
(preference search is on the category that has been set within the preferences.
specific)
An alternative to this lateral search can be done by pressing the Ctrl (Control) key
and then you can select from Number, Last Name, First Name and Department. The
or CTRL and
Search criteria appears italicand underlined.
Mouse
Selection
When the Lateral Search window opens the criteria appears in the heading.
Shift+F3 Clears any search results that are displayed in the active directory.
Ctrl+F4 Delete Personal Directory Groups
Shift+F4 Edit Personal Directory Groups
Shift and A Drill down facility within an existing search, in a very similar way to the AND search
Mouse
Selection An Example would be to lateral Search on Department, then using the Shift and
then click a Last Name to refine the search down to a specifc surname within a
department.
F12 Opens Contact Properties.

Key Function
Ctrl+F12 Used to display the alternate contacts dialogue box if the selected contact if:
 an alternate number is associated with the contact.
 a mobile or business (business 1) number exists for the contact.
Ctrl+Tab Navigates through the directory tabs from 1 to x (where x=the number of tabs
available)
Ctrl+Shift+ Navigates through the directory tabs from x to 1 (where x=the number of tabs
Tab available)
Alt+Tab Navigates to the respective directory tab.

Number Example: Alt+2 opens the 2nd tab, Alt+4 opens the 4th tab.
Following are the icons that might appear next to a contact in the directory pane.
Icon Description
Indicates the status of the extension, if permanently monitored.

In the instance where the number that is displayed is not an internal extension an
icon appears to indicates the type of contact number being used, for example,
Mobile, Business, Home, Fax or Pager.
Indicates that the contact is available for receiving XML messages.
Indicates calendar information related to the contact.
3-4
Icon Description
Indicates that the contact has some notes attached. The notes may be assigned
icons with different colours in order to signify a specific message. The icon colour
Various may be changed using the contact properties window.
Colours
With Enhanced Coloured Notes selected in Preferences > Display the background
of the contact reflects the colour of the note has been set.
It is also possible to configure the Contact Sidebar pane to display notes. This is
done in Preferences > Contact Details Sidebar.
This icon indicates that a Contact has an Assistant added to their details. There can
only be one assistant set per contact. This icon take precedence over Alternate
Contacts or Numbers.
This icon indicates that there are Alternate Contacts for this person. There can be
multiple contacts added per contact. This icon take precedence over Alternate
Numbers, but does not display if the contact has an Assistant.
Indicates that an alternate number has been specified for the contact,
or one of the following fields have an entry in the Contact Numbers:
 Mobile
 Business 1
 Business 2
 Home
 Pager
 Fax
Alternate numbers can be displayed by selecting the contact and pressing
Ctrl+F12. They are also displayed in the Presence status screen (F2) and the Con-
tact sidebar.

Note
Directory Shrink within the Full Directory
Search filters contacts that do not match the criteria if the filter search
is pressed. If this button is not pressed the application only selects the contact
that match the given keyword. For instance, if the filter search button is
pressed and the operator types "A" then the first contact that has its first letter
"A" is selected.
When using a dual line directory, results only get displayed that have
matching data appearing on the first line.
3.2 Personal Directory Groups (PDG)
Personal Directory Groups provide the operator with the ability to create custom directories that
make navigating the full directory easier to use. You can create up to 100 PDGs, which are linked to
the operator account, and will transfer between console operators if different ones are used.
Navigating between Personal Directories, you can either:

 Select the tab heading using the mouse.
 Use Ctrl+TAB and Ctrl+SHIFT+TAB to select the next or previous directory.
 Press Alt+Number where the number represents the tab position going across the screen
(1,2,3,4,etc) this navigates to the tab directly. If you have five directories and you press
Alt+2 the second directory tab is displayed, If you press Alt+4 then the fourth directory tab is
displayed.
With PDGs you can take a call that has arrived on the Console and drag and drop it to a specific
PDGs Tab and the contacts within that group are available for selection..
Figure 3 - 2: An example of PDGs in the Console Operator
Within the Directory table it is possible to click the heading column and order the display in either
ascending or descending order. This only works with fields that have been indexed, which is config-
ured by the system administrator.
Creating a New PDG
Note
A maximum of hundred PDGs can be created.
Personal Directory Group are a way for Console Operators to customise their
directories, and should not be used to add personal numbers to a corporate
network as this impacts on the contact licenses used.
1. To create a new Personal Directory Group, position the mouse within the Directory pane of the
Console Operator and press F4 or right click within the Directory pane and go to Personal
3-6
Directory Group and New. A dialogue box appears (figure 3 - 3) and the following information is
required.
Figure 3 - 3: Shows the Personal Directory Group Dialogue box
2. Under Detail you have to provide a meaningful Name and Description for the group.
3. Within the Filter area you have a choice to either select an existing directory group, or create a
new one. To select an existing group, tick the box that says Use an existing directory group and
an additional dialogue section is available. You are able to select from a list of Available
groups. As well as previously created PDGs you see System Directory Groups which are
configured in the admin software. To display them, click Add or Add All. To hide these groups
click Remove, or Remove All.
Figure 3 - 4: Personal Directory Groups with Use an existing group options.
4. If you want to create a new directory group then you need to select the Field type from the
drop down selection that you want to be displayed. The Field types are:
 Contact Type
 Department
 First Name
 Last Name
 Number
5. Depending on which field type you select depends on the measurement type that you are
able to use.
 If you select Contact Type you have a choice of selecting Internal or External contacts.
 If it is a text based field like Last Name, Department, etc you can select from:

 Begins with,
 Contains,
 Ends with,
 Is equal to.
 If is a numeric field, such as Number you can select:
 Begins with,
 Contains,
 Ends with,
 Is equal to,
 Is greater than or equal to,
 Is less than or equal to.
Enter the Measurement Value.
Note
An Example would be Field: Last Name, Measurement Type: Begins with, and
the Measurement Value: K. This would produce a directory with a list of
contacts where their last name starting with the letter K.
6. [Optional] You can click New to add an additional Criteria. You can use a maximum of three
Criteria to create or modify a Personal Directory.
Figure 3 - 5: PDGs where three criteria have been set
Note
If a directory is created that uses the parameter Number to filter by, the
criteria entered are measured against all of the number fields that are
indexed (Main Extension, Business 1, Business 2, and Mobile etc, etc) and all
results are displayed that meet the criteria.
With the directory displaying only the Main Extension number, or the substitute
number (defined in Options > Preferences > General and Internal or External
Contacts Number Priority – it may appear that the directory is showing an
inconsistent result. This is not the case and points to the fact that the contact
has another of the numbered fields that matches the criteria set (eg. Business
1, Business 2, and Mobile etc, etc).
Example:
A contact has its primary number as a mobile 22222, yet has a buiness1
number set as 1111. So the directory would always show 22222 as that is its
primary number based on the priority.
If however business1 is an indexed field and an Operator creates a personal

directory group where Number Is equal to 1111, then our example contact
would be displayed (because the mobile met the criteria) yet the number
displayed would be the primary number which is 22222.
3-8
Adding Contacts to an already created PDGs
From the Full Directory it is possible to select a contact and drag it to a previously created Personal
Directory Tab. The contact then appears in that Personal Directory, regardless of if it matches the
criteria set for that group.
Modifying a PDG
1. Pressing Shift+F4 allows you to see the details of an existing PDG.
2. Make the required changes.
Deleting a PDG
1. Pressing Ctrl+F4 allows you to delete an existing PDG.
2. You are prompted to confirm that you want to make the deletion.
3.3 Contact Sidebar

When a contact is selected the contact sidebar shows additional information about the selected
contact.
Note
If the Contact Sidebar is not required it can be hidden by deselecting Contact
Sidebar in the View Menu.
This includes:
 Presence icons (with tooltips)

 Any additional information that is available.
 Contact Information and Absent Messages panes. These can be vertically expanded or
reduced as required. These are read-only. Entering information in these panes needs to be
entered by using ‘ - Adding Alternate Numbers’ on page 3 - 13 and ‘ - ’ on page 3 - 13
This display pane can be configured using the Preference> Contact Details Sidebar tab; where the
order of information can be changed, presence icons can be enabled/disabled, and Contact/
Absence message panes can be removed. This is covered in section ‘4.12 - Contact Sidebar’ on
page 4 - 14
Although the content of the Sidebar and Notes are read only, certain fields can be used to initiate
an action:
Details can appear in bold in the following fields (phone numbers):
 Extension
 Home
 Business1
 Business2
 Pager
 Fax
 Mobile
In the above cases, you can initiate a call by double clicking on the required field. You can also
press Enter if the Sidebar pane is selected.
 If there is no current call then the number is dialled.

 If there is a connected call then pressing Enter starts a consult transfer.

 Double clicking either consult the call or blind transfer the call based on the operator pref-
erence "When dragging and dropping or double clicking" option
Details can appear in bold in the following fields (emails):
 Email
 Email2
 Email3
 UserField1
 UserField2
 UserField3
 UserProfile
In the above cases, you can initiate an email by double clicking on the required field. You can also
press Enter if the Sidebar pane is selected. This opens the configured email client (eg Outlook) to
compose a new email message.
Note
Arc Console Operator does not verify the email address. It assumes if an "@"
character appears within the field then the data is an email address and the
field appears in bold.
Figure 3 - 6: The Contact Sidebar
3.4 Contact Properties
To see the contact details for an incoming call, click the Contact Properties button or press the
Contact Properties (F12) on the keyboard. The operator is presented with the Contact Properties
dialogue. Operators can change the details and click OK to save the changes.
3 - 10
If the contact calling has no record with the Operator, then by pressing the Contact Properties button
or key (F12) on the keyboard a blank record will be opened with the callers number entered, so that
further details can be entered and a contact record created.
Figure 3 - 7: Enter contact information
Note
Within the Contact Numbers tab you have a field called Resource repository
group. RRG’s are used as a type of category within the administration
software, a typical use would be to denote a specific tenant (in a multi tenant
environment) or a specific office (if calls are controlled from different
locations). This is turn may influence what queues are used, and how the call
is handled.
Contact your system administrator to confirm if these settings are required.
Email Contact
If the electronic mail address of the contact person is added in the Contact Details, then the Console
Operator can mail the contact from this window. It opens the mail client configured on the operator's
PC i.e. it can be Outlook. The icon for this feature is .

Use Number
In the Contact Numbers tab of the Contact Details window, the operator can select an External
phone number of the contact person, and click Use Number to automatically dial a number. This
external number can be viewed in the Call Box.
If more than one number is entered for a contact the directory displays an icon to denote that
alternate numbers are available.
Note
Only one Alternate icon is displayed for a contact the sequence being
Assistant (Red), Alternate Contact (Blue) and Alternate Number (Green). In
an instance where the contact has an Assistant and Alternate Numbers, Only
the Red Icon appears.
To add a contact
1. Select the required Directory.
2. Either press Ctrl+T, or right click and select Add Contact
3. This opens the Contact Details dialogue.
4. Enter the contact details as required and click OK.
Alternatively if you are in an active call you can select the required directory and press F12 to open
the Contact Details window. The number that has been called from is entered into the respective field
with all other fields being blank, so that a contact entry can be made.
Note
Within the Numbers tab you have two options BLF and Use Device Name.
Contact your system administrator to confirm if these settings are required.
5. Enter the contact details as required, and press Enter.
Amending Contact Details

It is possible for the console operator to amend a contact’s details within the console application.
6. Select a contact and press the right click (context menu) key on the keyboard, or right click to
open the popup menu.
7. Select Contact from Popup menu.
8. The Contact Details dialogue appears.
9. Enter or amend the contact details as required.
10. Press the Enter key.
Deleting a contact
1. Select the required contact to delete.
2. Either press Ctrl+D, or right click and select Delete Contact.
3. You will be prompted to confirm that you want to delete the contact, click OK.
3 - 12
3.4.1 Viewing Alternate Numbers
If a contact has an alternate number (example being a secretary, colleague within a team or mobile
number) linked to their details, this can be accessed by selecting the contact and pressing Ctrl+F12.
The following call control options are available: Answer Call, Clear Call, Consult Transfer, Blind
Transfer, Transfer to Voicemail, Hold, Hold with Notes, Start Conference, Park Call, Serial Calling.
Adding Alternate Numbers

In the Contact Details window there is a tab for Alternate numbers. You are only allowed to add one
Assistant to a contact, but you can add multiple Alternate contacts.
If an Assistant is added a red Alternate icon appears in the directory.
If a contact has Alternate contacts added a blue Alternate icon appears in the directory.
Note
Only one Alternate icon is displayed for a contact the sequence being
Assistant (Red), Alternate Contact (Blue) and Alternate Number (Green). In
an instance where the contact has an Assistant and Alternate Numbers, Only
the Red Icon appears.
3.4.2 Contact and Absence Messages
Contact Information
Console Operator can add extra information to any of the contacts in the directories. This contact
information can be seen on all operators' screens where this contact is displayed. As well as the note
icon, if you hover over the contact a tool tip displays the contents of the note.

Contact Absent Message
Console Operator can add a Contact Absent Message with any of the devices in Busy Lamp Field
and Directory. This absent message is seen on all operators' screens where this contact is displayed.
As well as the note icon, if you hover over the contact a tool tip displays the contents of the note.
Figure 3 - 8: Add contact information and absent message
Adding Contact information or absent message

1. To get to the Contact Note window, select a contact from the directory and press Ctrl+N.
Alternatively, Select the required Contact from the directory pane.
2. Now right click the contact and select Contact option, From the additional menu select
Contact Notes.
3. The Contact Details dialogue appears.
4. Select Note tab.
5. Select the Contact Note Icon Colour from the drop down selection, then enter the Information
or Absent message.
6. Click OK.
Note
Absent message are not available for external contacts.
Contact Notes Icon Colour

When you are adding a note against a contact it is possible to select from the following colours.
Colour Flag
Red {R}
Table 3 - 1: Contact Notes - Icon Colours
3 - 14
Colour Flag
Green {G}
Blue {B}
Cyan {C}
Violet {V}
Lime {L}
Olive {O}
Teal {T}
Maroon {M}
Navy {N}
Fushcia {F}
Table 3 - 1: Contact Notes - Icon Colours
This can be used to colour code a note to denote a certain subject. For example, Red colour notes
can indicate that a contact is on vacation.
If you flag both contact information and absent message, then contact information is given
preference.
Note
If Enhanced Coloured Notes has been ticked in the Preferences > Display tab,
any notes that are added to a contact in the Directory pane have a
background colour for the whole of that contacts information that reflects the
colour of the note.
3.4.3 Viewing Contact and Absent Messages

Contacts that have the notes indicator displayed against them have been assigned an absent
message or some other contact information. The icon is displayed in the Directory pane.
If Enhanced Coloured Notes has been ticked in the Preferences > Display tab, any notes that are
added to a contact in the Directory pane have a background colour for the whole of that contacts
information that reflects the colour of the note.
To view notes held against a contact name, hover the cursor over the relevant contact and the note
content are displayed as a tool tip.
Removing a message:
1. Select the contact and go to the Contact Notes tab using either Ctrl+N, or steps 1 to 3 from the
previous page.

2. Remove the text from the desired message box.
3. Press OK to complete
3.5 Finding Contacts in the Directories
The search option allows the operator to find contacts within the directory pane. The Console appli-
cation provides the following options for searching:
 Direct Database Searching
 Phonetic Searching
 Lateral Searching and Drill Down
Note
When dual line display is used, only fields appearing on the first line are
searchable.
3.5.1 Direct Database Searching

In this case, the operator is directly connected to the Arc Contact Database and does not involve
any kind of interaction with the Arc Server while searching for contacts. A resultant list is displayed,
corresponding to the value entered by the operator in any one of the search fields.
Within the Directory pane it is possible to click the heading column and order the display in either
ascending or descending order. This only works with fields that have been indexed, which is config-
ured by the system administrator. In figure 3 - 9 the column header Last Name has a small arrow
within it to denote that it is ordered on that column.
Figure 3 - 9: Finding Contacts within the Directory pane.
3.5.2 Phonetic Searching

Phonetic searching provides operators with directory lookups for contacts that ‘sound like’ the
search criteria. For example, in some countries some names can be spelt differently but are actually
pronounced the same or similar. An example of this is the name Neilson which may be spelt as Neal-
son, Nelsen, Nelson, Neilsen, Nielson, Nielsen or Nilson etc.
Traditional searching methods for Neilson only produces a small subset of matches. Even searching
on “Ne” does not necessarily provide the correct matches as Nielson, Nielsen and Nilson are missed.
Phonetic search lists the names of contacts on the basis of their sounds as pronounced in English lan-
guage. This feature allows operators to view a list of contacts whose names might sound similar
when pronounced but may be spelt differently.
3 - 16
Note
For Phonetics the whole name must be entered to find a match.
Phonetic searching is provided for First Name and Last Name searches.
It has to be set on in the Options > Preferences > Filter Searching tab. Within
this tab it is possible to adjust the level of match likeness used in the phonetic
search. Match options are high, medium, low and off. The directory search
results are ordered by phonetic match group initially, followed by secondary
and ternary field ordering,
Search for contacts
Note
searchable.
1. Select the required directory that you want to search. This could be either the Full Directory, or a
Personal Directory Group. To navigate between Personal Directories, you can either select the
Tab Heading, or you can use Ctrl+TAB and Ctrl+SHIFT+TAB to select the next or previous
directory. Alternatively you can press Alt+Number where the number represents the tab position
going across the screen (1,2,3,4,etc) this navigates to the tab directly. Example: If you have five
directories and you press Alt+2 the second directory tab is displayed, If you press Alt+4 then the
fourth directory tab is displayed.
2. The operator can select different search criteria, such as, Last name or Extension Number by
pressing the Tab key on the keyboard to jump between the search fields. Alternatively click the
relevant search field.
3. In the desired search box, type a keyword for the desired contact. The matching contact is
automatically highlighted in the directory.
4. Once contact is found, double click to call.
5. When the call has been completed, the directory search clears and the display reverts back to
the full display of contacts for that directory.
Note
There is a setting on the Filter Search preferences to retain the search results
after the call has been completed. When this is enabled you have to use
Shift+F3 to clear the search results in the active directory.
Certain actions also reset the search, these include the following:
 New Incoming call to the operator

 New outgoing call
 Putting call on hold
 Retrieving call on hold
 Putting call on park
 Retrieving from park
 Clear call
 Transfer call
 Putting call into call progress pane
 Conference
 New Queued calls

Note
Directory Shrink within the Full Directory
Search filter contacts that do not match the criteria if filter search is
pressed. If this button is not pressed the application only select the contact
that match the given keyword. For instance, if the filter search is pressed
and the operator types "A" then the first contact that has its first letter "A" are
selected.
If a field is indexed it can be used to arrange in order A to Z, or Z to A. This is

denoted by an arrow appearing alongside the column title (See Last Name
in figure 3 - 11)
3.5.3 “AND” Searching

Using “And” searching provides the option to use more than one field when looking for contact
matches.
To select search for a contact that contains all of the search elements you specify, use the "AND"
operator. For example, searching for "John and Smith" would yield results that contained BOTH words
and would not return results containing only one of the words.
3.5.4 Lateral Searching (CTRL+F2)
Note
searchable.
Lateral Search provides a filter facility to look across a specified criteria (ie Department or First /Last
Names).
To use the lateral search feature, operators select a contact from the directory. Using the keyboard
the operator can instigate a lateral search by pressing CTRL+F2 which displays an extended search
screen showing all contacts matching the lateral search field (Options > Preferences > Filter Search).
Figure 3 - 10: Lateral Searching
Alternatively, A lateral Search can be initiated by pressing down the CTRL key and selecting from
either Number, Last Name, First Name or Department, or any other indexed field.
3 - 18
An alternative to this lateral search can be done by pressing the shift button and then you can select
from Number, Last Name, First Name and Department. The Search criteria appears italic and
underlined.
Figure 3 - 11: Lateral Search criteria hilighted
With both methods, the Lateral Search window opens and the criteria appears in the heading.
The extended search window height can be resized and the window can be moved. The Arc oper-
ator console memorizes the new size and position of this window.
The extended search window can be closed at any time by pressing the ESC key or by clicking on
the close window icon (x).
Note
When an operator has initiated a Lateral Search, they need to complete the
selection or close the extended window prior to continuing with other
features within the Arc Console.
To set the Preferred Lateral Search field you need to specify the criteria within the Preferences.
(Options/ Preferences and then the Filter Search tab). Selecting None disables the feature.
3.5.5 Drill Down

Within the Lateral Search window it is possible to “Drill Down” to refine the search to a second level.
This is done by holding down the SHIFT key and selecting an additional criteria from the original
search results.
The selected contact property appears bold and underlined when the mouse hovers over it. The top
of the result window changes to reflect that the results are a drill down, and show the fields and cri-
teria that were selected.
Figure 3 - 12: Drill Down - Window heading that reflects the selection criteria

The Operator Console launches the extended search window that overlays the existing contact
search view where the drill down search results are displayed (see screenshot below).
Note
Contact properties can only be drilled down if the contact property has been
indexed.
First name, last name and department fields are always available for drill
down selection.
Where tenancy is used, i.e. call filter groups, the drill down feature always
searches for those contacts within the currently selected directory group or
groups.
Drill down is not available for graphical fields displayed within the contact
directory.
3.6 Presence and Busy Lamp Field (BLF)
Presence and Busy Lamp Field (BLF) information can be displayed from various sources depending
on the way the system has been configured and the corporate infrastructure being available.
The BLF information is reflected from the status of the device.
The Presence sources available are:
 Microsoft Presence Status (LCS or OCS)

 Cisco Presence Status
 None
As well as displaying an icon to denote the contact presence status within the Directory pane, if there
is any calendar information, or absence notes made against a contact they will appear as a tool tip
when the mouse is hovered over the contact record.
Figure 3 - 13: Presence Status Pop up
This information can also be displayed in the Contact Sidebar pane. See ‘4.12 - Contact Sidebar’ on
page 4 - 14 for details on how to configure this.
Select a contact from any of the directories and press F2 to display a screen that shows the dynamic
status of the device, as well as the presence and calendar status.
3 - 20
The next figure shows the Alternate Numbers screen. As well as BLF (Device Status), each of the
available types of Presence options and calendar can be selected to provide further information.
Figure 3 - 14: Summary of Consolidated Presence Status
Transferring a call to an alternate contact

1. Select a contact from Alternate Contact Details.
2. The operator can click any of the following options as required:
 Answer Call
 Clear Call
 Consult Transfer
 Blind Transfer
 Transfer to Voicemail
 Hold
 Hold with Notes
 Start Conference
 Park Call
 Serial Calling
3. Click Close to cancel.

The following keystrokes may also be used in order to make the desired transfers:
Key Description
Enter The call is consulted to the selected alternate number.
Enter+Enter The call is blind transferred to the selected alternate number.
CTRL+P Park and Page dialog opens for the call for selected alternate contact. This only
applies if the paging is running, the selected contact is internal and paging is
supported by the selected alternate phone.
Table 3 - 2: keystrokes for transferring a call
3.6.1 Viewing Status Details

You can view the presence status details by pressing F2 to open the consolidated presence window,
or through the right click menu by selecting Status, then Presence from the sub menu.
Some operators are also provided with privileges to edit presence status for contacts. These rights are
assigned to operators by the Administrator.
Figure 3 - 15: Viewing Presence Status Details
This shows the operator a new window that displays a variety of status details for the selected contact
as follows:
 Device Features
 Calendar
 Calls
 Messages
 Presence - This will show Cisco or Microsoft Presence, depending on configuration.
3 - 22
Figure 3 - 16: Status Screen for an internal number
With this window open the operator can answer any ringing call by clicking Answer .
These options may change depending on the way the software has been configured and which
selections have been made on the Presence Preferences tab. See ‘4.3 - Presence’ on page 4 - 5.
Figure 3 - 17: Presence Status Details

This window displays the following fields.
Control Description
Status Description of Presence Status that is assigned to the contact.

Table 3 - 3: Presence Status details - description

Control Description
Created The date and time stamp that denotes when the status was last modified. This field
shows N/A for a presence status of Available.
Do Not If this option is set, then the message displays "Do Not Disturb" appears in bold, red
Disturb letters.
Expiry Date The date at which the presence status expires.
Expiry Time The time at which the presence status expires.
Alternate This specifies the number to which the call must be forwarded. If the number is
Number saved in the directory, contact's full name is displayed instead of the number itself.
Notes This specifies free format text that a operator enters to give additional detail of his
status.
Alternate A list of alternate contacts.

Contact
Details
Table 3 - 3: Presence Status details - description
The status window also has the Edit button, therefore, operators assigned privileges to modify status
can change the presence status of any contact they want, including all the relevant attributes of the
selected status.
Note
Only operators with Allow Presence Status Amendments privileges can
amend a operator's presence status.
Editing Presence Status Details

1. Click Edit.
2. Enter the information required in the fields. These attributes have already been explained in the
previous table.
3. Click Apply to save changes or Cancel to abandon modifications.
4. Click OK.
Attributes that have been disabled are greyed out and the operator is not able to make any changes
in such fields. Attributes that are indicated to be required are labelled in bold, red letters. The
statement NOTE: Items in red are required! and are displayed right below the attributes to be
modified.
3.6.2 Microsoft Presence Status (LCS or OCS)

Arc Console Operator can display Microsoft Office Communication Presence Status. There are two
versions of this either Live Communication Server (LCS) or Microsoft Office Communicator Server
3 - 24
(OCS) Information for all contacts. This information is taken from the phone operators office
communicator status.
Figure 3 - 18: Example Status settings within Microsoft Office Communicator
Figure 3 - 19: Microsoft Presence displayed
Where a contact status has been set, the following presence status icons are displayed in the
Directory pane. The different icons are reflected in the following table.
Icon Status Description
Away Presence status away\be right back.
Busy Presence status busy.
Busy (Urgent In-

Presence status busy. This is similar to Busy but allows interruption
terruptions on-
depending how the system is configured.
ly)
Table 3 - 4: Presence Status Icons

Do Not Disturb Presence status Do Not Disturb (DND).
Presence Status Inactive. This is automatically triggered by Com-

Inactive municator if the account is inactive for a defined period. Default is
5 minutes.
Presence Status Busy Inactive. This is automatically triggered by

Busy (Inactive) Communicator if the account has gone from Busy to inactive for a
defined period. Default is 5 minutes.
Appear Offline Presence status offline.
Online Presence status online (available).
Unknown Presence status unknown.
Table 3 - 4: Presence Status Icons
Note
Between the Microsoft LCS and OCS there is a difference in the style of icons,
but the status icons are the same for both communicators with the Arc
Console Operator.
With Microsoft Presence enabled as the default it is possible to send the contact an Instant Message.
From the Directory select the contact and either press Ctrl+I or right click and select Send Instant
Message
Figure 3 - 20: Send Instant message
3.6.3 Cisco Presence Status (CUPs)

Arc Console Operator can view CUPs (Cisco Unified Presence) Information for all contacts. IP Phone
operators can now set a status for themselves that is reflected onto Console Operator's Directory. This
3 - 26
allows operator to manage calls efficiently since it can be easily found out whether a particular
contact is available or not.
Figure 3 - 21: CUPs Presence displayed
Where a contact status has been set, the following presence status icons is displayed in the Directory
pane. The different icons are reflected in the following table.
Away Presence status away\be right back.
Offline Presence status offline.
Online Presence status online (available).
Unknown Presence status unknown.
Table 3 - 5: CUPs Presence Status Icons
Figure 3 - 22:
Note
With CUPs there are two states that can be displayed, the main state shows
what the operators state is, and the sub state shows what the operator is
currently doing, and thus in some cases you may see that the operators main
state is offline (invisible) and its sub state in available. In this case the operator
is still logged into the cups client and is this available, it is just they have chosen
to hide themselves.
3.7 Transferring calls when Presence is set

When a calls is transferred to an extension with a presence status assigned, a message pops up,
prompting the operator that the person the call is being forwarded to currently has a presence status
set. The figure below shows the Summary screen. Each of the available types of Presence options can
be selected to provide further information.

Note
The BLF Status does not trigger this message. This is by design to allow for
answer phone or call forwarding functionality.
Figure 3 - 23: Summary of Consolidated Presence Status
The operator then has a choice to select an Alternate Contact details and select one of the following
options:
 Call
 Consult Transfer
 Blind Transfer
 Transfer to Voicemail
 Hold
 Hold with Notes
 Start Conference
 Park Call
 Serial Calling
3 - 28
The following keystrokes may also be used in order to make the desired transfers:
Key Description
Enter The call is consulted to the selected alternate number.
Enter+Enter The call is blind transferred to the selected alternate number.
CTRL+P Park and Page dialog opens for the call for selected alternate contact. This only
applies if the paging is running, the selected contact is internal and paging is
supported by the selected alternate phone.
Table 3 - 6: keystrokes for transferring a call
3.8 Set Call Forwarding
This feature allows the operator to change the call forwarding settings for a contact.
Editing call forwarding settings for a contact:

1. Select a contact from the Directory.
2. Right-click and go to Status > Device Features. A new dialogue window opens.
Figure 3 - 1: Call Forwarding - Selecting Status > Device features
3. Click Edit.
Figure 3 - 2: Call Forwarding - Status > Device features
4. Enter a number in the Call Forward All field or click button to select a number from the
contact list. This is the number where the call is forwarded for the selected contact.

5. Click Apply to save changes.
6. Click OK to return to the console.
3.8.1 Viewing Calendar Schedules
Depending on the system configuration Calendar Information from Microsoft Outlook client can be
displayed within the Directory pane under the Calendar icon .
Figure 3 - 24: Calendar Schedules
The following Icons are used to denote the different Status categories that are available.
Free Outlook shows the contact is currently Free.
Tentative Outlook shows the contact is currently Tentative.
Busy Outlook shows the contact is currently Busy.
Out of Outlook shows the contact is currently Out of Office.

office
Unknown Contact does not allow calendar access (reviewer privilege

denied) or information cannot be retrieved
When an operator hovers the mouse over a calendar icon their calendar information (free\busy
availability) along with the other existing information is shown.
There is also facility to hover over the Calendar icon with the mouse and a pop up display provides
any additional information that might be available for the status (ie in the case of Out of Office it
displays a return date).
Note
If the contact operator does not enable reviewer privileges or has blocked
access to their calendar information, an Unknown status icon is shown for their
calendar status.
3 - 30
Figure 3 - 25: Viewing Calendar Information
It is also possible for the Operator to view the calendar via the Status > Presence window.
Viewing calendar details via Presence status
Note
These options may change depending on the way the software has been
configured and which selections have been made on the Presence
Preferences tab. See ‘4.3 - Presence’ on page 4 - 5.
1. Select a contact from the Directory.

2. Right click the contact.
3. Select Status.
4. Select Calendar.
Figure 3 - 26: Viewing Calendar Status Details

Figure 3 - 27: Calendar Status Details
Note
On the calendar page (See figure 3 - 27) the legend can be hidden by using
the >> button.
Depending on the system configuration it is also possible to access the Microsoft Outlook client and
open a window displaying the selected contacts calendar. This can either be done by double click-
ing on the Calendar icon (or by pressing CTRL+L) There is also facility to access this feature by right
clicking on the contact and selecting View Calendar from the drop down menu.
Figure 3 - 28: Microsoft Outlook Calendar
3 - 32
Figure 3 - 29: View Calendar from Menu
3.9 Sending Email
When the Operator forwards a call to an extension and the call is returned on time out, the operator
has the option to send an email to the person not available on the desired extension and provide
important information about the call. The shortcut key for sending email is Ctrl+M.
Emails can be sent from the console at any time and do not have to be linked to the call process. This
function can also be accessed via the right menu click menu.
3.10 SMS Messaging
There are two types of SMS (Short Message Service) Messages that can be sent from a console.
Arc Console Operator can send SMS to any number, either in its contact list or any other valid
number. The interface is operator friendly, and the configurations are uncomplicated and easy-to-
do.
The system uses third party SMS providers to deliver the SMS message.
Depending on the way the system has been configured there is a choice of message that can be
sent:
 Canned or Predefined Message – A message that is specified in the Administration module. Typi-
cally, a list of several canned messages are available for selection by the operator, e.g. ”give
me a call urgently”.
 Free Format Message – Operators can create their own messages.
Sending an SMS
1. Press Ctrl+S to bring up the SMS message window, or click SMS from the tool bar, or right
click on a contact and select Send SMS from the menu.

2. The Send SMS Message dialogue appears.
Figure 3 - 30: Send SMS selection from the mouse menu.

3.10.1 Send SMS Message box
This message box requires a few fields to be completed before the message can be sent.
Figure 3 - 31: Send SMS Message box.
The following information is required:
To – the number to whom the SMS is sent.
From – this field with contain the value which has been set in preferences. It can be edit if required.
Depending on how the System has been configured the operator can choose from either a “Canned
Message” (these are configured in Arc Premium Administrator) or a Free Format Message, or a
combination of both.
SMS messages have a constraint on the number of characters used and there are two counts that
appear on the screen.
 Message Count– If the message exceeds the number of characters allowed then it is truncated
across multiple SMS messages and is reflected here.
 Characters Used – this tells how many characters have been used so far. This field helps the oper-
ator know how long the SMS is.

Click Send for the SMS Message to be sent.
An attempt is made to send the message and if successful a confirmation is displayed. If the attempt
was unsuccessful then an error code is displayed and the operator can attempt to retry sending the
message.
3 - 34
On pressing the Send button, an attempt to send the SMS to the given number is made. If the
message is sent successfully the Send SMS message dialogue disappears, but in case of an error, a
further message is displayed in red below the two count fields.
Figure 3 - 32: Sample SMS delivery error message.
The operator can retry sending the message, or use an alternate method to contact the recipient.

3 - 36
Section 4: Customising Console Operator
The Arc Console Operator also provides the ability to customise both the appearance and
functionality of the application.
To access the console settings, select the Options >Preferences in the main menu. This opens the
Preferences window. The tabs in this window are explained in the following section.
Note
Access to the Preferences options can be controlled via the Arc Premium
Console Operator Attendant Admin software.
4.1 General
Figure 4 - 1: General tab
The following settings are available in this section,
 Popup Application When

 SMS Display Name/Number
 Auto Unavailable
 Internal Contacts Number Priority
 External Contacts Number Priority

4.1.1 Popup Application When
The Operator application pops up when,
 Queued calls are waiting to be answered

 My local device rings
 Minimize when not in use
Depending on how these options are checked, influences how the application behaves.
4.1.2 SMS Display Name/Number

Specify the default name that appears in the senders field when SMS messaging is used.
Note
The operator can type an alternative name prior to sending a message.
4.1.3 Auto Unavailable

Selecting this makes the Console Operator ‘Unavailable’ if the computer is idle for a defined period
of time i.e. no keystrokes entered or mouse movements.
4.1.4 Internal Contacts Number Priority

This table shows the possible contact numbers that are available, and the sequence which they
populate the Number field within the directory. If the contact does not have a Main Extension then
the number that is used is Business 1, then Business 2, then Mobile etc, etc
To change the sequence of the order that the numbers are substituted, select the number that you
want to move and use the Up and Down arrows to move it to the required sequence.
4.1.5 External Contacts Number Priority

This sets the priority for the sequence that external contact numbers are used. If the contact does
not have the first number, then the next number in the sequence is used.
This is set in exactly the same way as the Internal Contacts number Priority is set.
Note
If a directory is created that uses the parameter Number to filter by, the
criteria entered is measured against all of the number fields that are indexed
(Main Extension, Business 1, Business 2, and Mobile etc, etc) and all results are
displayed that meet the criteria.
With the directory displaying only the Main Extension number, or the substitute
number (defined in Preferences Tab > General and Internal Contacts Number
Priority and External Contacts Number Priority, - it may appear that the
directory is showing an inconsistent result. This is not the case and points to the
fact that the contact has another of the numbered fields that matches the
criteria set (eg. Business 1, Business 2, and Mobile etc, etc).
Example:
A contact has its primary number as a mobile 22222, yet has a buiness1
number set as 1111. So the directory would always show 22222 as that is its
primary number based on the priority.
If however business1 is an indexed field and an Attendant Operator creates

a personal directory group where Number Is equal to 1111, then our example
contact would be displayed (because the mobile met the criteria) yet the
number displayed would be the primary number which is 22222.
4-2
4.2 Display
The Display tab allows the operator to set the display settings of the font, tag and reverted reasons.
It has several segments:
 Queues ordering
 When a section becomes selected
 Display Call Information
 When a call is selected
 When making calls
 When dragging and dropping
 Font Size
 Enhanced Coloured Notes
 Resilience
Figure 4 - 2: Display tab
4.2.1 Queues ordering

This setting orders the queues alphabetically. If this option is not selected the queues appear in the
order that they were created.
Note
If this is deselected the console needs to be restarted before the change of
queue ordering is implemented.

4.2.2 When a section becomes selected
This setting allows the operator to change the font colours of the Labels in Console Operator appli-
cation for the selected pane. This makes it easy to see where an operator is when using the console.
The Change Font Colour setting allows the operator to change the heading of a console pane when
selected. This makes it easier to see which pane is active when operating the console.
4.2.3 Display Call Information

The Show Routing Tag setting allows the Console Operator to display the required destination of the
call. The destinations are determined using call filters that are set up within the configuration appli-
cation. An example might be if there is a Sales or Reception queue configured, then this would be
displayed when that queue is used.
Show Timeout Conditions enables the operator to present a good front door image to callers. For
example the operator's salutation would be ' I am sorry the line is still busy'.
4.2.4 When a call is selected

These settings allow the operator to view Busy Lamp Devices and Call Park devices information
related to the selected call.
4.2.5 When making calls

These settings allow the operator to view Busy Lamp Devices and Call Park devices information
related to the selected call.
4.2.6 When dragging and dropping

Selecting this implies a graphic depiction of an item being dragged on the Console Operator when
using the mouse to move items around.
4.2.7 Font Size

Select the font size that the console operator uses. Selection can be made from, Default, Medium,
Large and Extra Large.
4.2.8 Enhanced Coloured Notes

Ticking Highlight entire row with notes colour, changes the characteristics of the Directory pane so
that if a note is applied to a contact, the selected colour of that note is reflected as a background
colour across that contacts entry in the directory and in the contact sidebar if notes are displayed.
4.2.9 Resilience
Check Prompt when switching servers (the default) to be prompted when servers switch during
server failure or recovery.
4-4
4.3 Presence
This tab provides the operator with the facility to set the preferences for the Presence information.
Figure 4 - 3: Presence tab
Default Presence Display
Select which default presence status is used in the directory pane and contact sidebar. Choose
from Microsoft Presence Status, Cisco Presence Status or None.
Enable Calendar Information
If Calendar information is available, tick this box and select which field is used to retrieve the infor-
mation.
The selection is made via a drop down selection with the choices being: Email, Email 2, Email 3, User
Field 1, User Field 2, User Field 3 or User Profile.
Enable Microsoft Presence Information
To display the Microsoft Presence Information tick this box and select which field is used to retrieve
the information.
Enable Cisco Presence Information
To display the Cisco Presence Information tick this box and select which field is used to retrieve the
information.

4.4 Dialling
Figure 4 - 4: Dialling tab
The following settings are available in this section,
 Voicemail
 Auto Dial
4.4.1 Voicemail
The Voicemail Prefix code is defined at installation and allows an operator to transfer a caller
directly into an extension operators greeting.
Example DN 1234
VM Prefix *
Transfer to VM number *1234
4.4.2 Auto Dial

This option allows the Console Operator to automatically dial an internal or external number after a
defined time when it has been entered. The operator can set the duration of time for Auto Dial. The
desired number is entered in the area below Active Calls.
Auto Dial number entered in the area below Active Calls.
4.5 Call Transfers
The following options are available in this tab:
4-6
 When Dragging and Dropping or Double Clicking
 When Blind Transferring
 When Re-establishing a Call
Figure 4 - 5: Call Transfers Tab
4.5.1 When Dragging and Dropping or Double Clicking

This section allows the operator to choose the type of transfer they would like to perform when drag-
ging and dropping or double clicking a call. You can choose one of the following options:
 Perform consultation transfer

 Perform blind transfer
4.5.2 When Blind Transferring
Tick this box to automatically Campon a call if the number is busy.
4.5.3 When Re-establishing a Call

Tick this box to automatically Campon a call if the number is busy and it is being re-established.

4.6 Call Park
This tab specifies settings for personal call park. There are three check boxes that provide different
functions for personal call park. These are as follows:
Figure 4 - 6: Call Park tab
4.6.1 Personal Call Park

One Key Personal Call Park;
Allows the operator to perform a personal call park just by pressing the Park key. If this check box is
selected, the operator sees the call control speed button instead of the regular call parking
button.
If this option is not selected, the regular call parking button, is displayed. The operator then
presses the CTRL key along with the park key to perform personal call park. When the operator
selects a contact from the directory and presses the CTRL key, the regular call parking button would
automatically change to button.
Automatically Make a Call to the Park For Destination;
After a personal call park the operator can set the application to automatically dial the park recipi-
ent. This saves the operator from manually making the call. To enable the Auto Call feature just
select the check box. I
4.6.2 After a call has been parked

Ticking the Show all park devices displays all park devices in the Console Operator once an active
call has been parked.
4.7 Mute
This tab allows the operator to enable automatic muting of calls. Operator can select any of the fol-
lowing options:
 Performing a search
 Pressing numeric keys to dial numbers
4-8
 Changing or selecting Directory screens
Figure 4 - 7: Mute tab
4.7.1 Performing a search

Selecting this check box automatically mutes a call when the operator clicks in any of the search
fields.
4.7.2 Pressing numeric keys to dial numbers

Selecting this check box automatically mute a call when the operator dials a number.
4.7.3 Changing or selecting Directory screens

If the operator selects this check box, a call is automatically muted if the operator clicks on the
directories.
4.8 Call Recording
Note
This option is only available if Call Recording is licensed and configured.
From this tab specify what type of call recording is required. A choice can be made between All
Calls, External Calls and Internal Calls.
Figure 4 - 8: Call Recording tab
This facility can be enabled or disabled from the Arc Premium Administrator software
4.9 Tones
The following options are available in this tab, the names in brackets refer to the default sounds that
are available in the software:

 When I have made myself unavailable (Reverted Ringtone)
 When a queued call is waiting to be answered (Ringtone)
 When a call has timed out (Beep)
Figure 4 - 9: Tones tab
4.9.1 When I have made myself unavailable

Checking Do not play any tones sets the application not to play any tone while you are absent.
4.9.2 When a queued call is waiting to be answered

Checking Play a Ring Tone plays a tone while a call is waiting in a queue.
4.9.3 When a call has timed out

Checking Play a Ring Tone plays a tone when a call is reverted from the Calls In Progress pane, Call
Parking pane or other.
4.10 Queued Calls
The Queued Calls tab is for changing the behaviour of the application for the incoming calls. The
two available options are;
 Which queue the call has originated from

 Indicator Colour
4 - 10
Figure 4 - 10: Queued Calls tab
There is also facility to restore defaults if required.
4.10.1 When a queued call is selected

When a queue is selected from the Queued Call pane (F8), the contacts show the devices that are
related to it.
4.10.2 Indicator Colour

The operator can assign different colours to the queues so that it is easy to distinguish where incom-
ing calls are originating from.
Apart from assigning colours, operator can restore the default colours anytime.
Assigning colours to queues:
1. Click the button in the Colour column.

2. The Colour dialogue box appears.

3. Select a colour.
4. Click OK.
5. The colour appears alongside the Queue Name.
6. Click OK.
4.11 Directory
This Directory tab influences how the contacts are displayed within the directory in your Console
Operator. There are four sections:
 Directory Groups
 Default Display Order
 Show the following information
 Search Based On
4 - 12
Figure 4 - 11: Directory tab
4.11.1 Directory Groups

Selecting a directory from the list and ticking the box All directory groups use the same settings
changes all of the directories to match the active directory.
If All directory groups use the same settings is not ticked, you can influence the appearance of a
directory by selecting it from the list and then change any of the following settings for the selected
directory.
4.11.2 Default Display Order

Set the Default Display Order in the directory pane using one of the default values in the drop down
selection.
Note
If changes are made in the Directory pane using drag and drop functionality,
it is reflected in the Preferences > Directory tab.
4.11.3 Show the following information

There are two lists available, First Line and Second Line.

Items that are checked in the First Line appear in the order they are displayed in the directory. De-
selected fields appear in alphabetical order after the checked fields. There needs to be a minimum
of one item checked, or a warning note is displayed.
The order that the fields are displayed within the directories can be changed by selecting a field and
using the Up/Down buttons to change the order presented. You can also drag and drop a field into
the desired sequence.
Note
If an Icon field (BLF/Presence Status, etc.) is located as the first field to display
in the First Line then it appear larger and display across First and Second Line.
If you require fields to appear on the second line, select the field and use the right arrow to move the
field to the second line.
Second Line fields are displayed in the order that they appear in this list. To change that order, select
a field and use the Up/Down arrows to adjust the field position.
Note
All fields that appear in the Second Line list are displayed in the Directory.
All fields in the second line spans across two text columns. The fields ignore any
icon columns. Example If line one consists of column 1 (text), Column 2 (icon),
Column 3 (text) then the first field spans across from columns 1 to 3.
The amount of fields available on the second line is dependent on the

number of fields selected in the first line. For every 2 fields in the first line, you
can have 1 field in the second line.
Multiple fields can be selected in the Second Line box by using Ctrl+mouse click to select random
fields, or Shift+mouse click to select from one field to another inclusive of all fields in between.
To remove a field from the Second Line, select the field and click X. The field appears back in the
First Line list as unchecked. Check the field to have it displayed in the directory pane.
Clicking Apply makes the changes active without closing the Preferences window.
4.11.4 Search Based On

In this segment, the operator selects the Search fields required to display, which are used to search a
record in the Directory pane. The operator can choose a maximum of 6 Search Fields. If the opera-
tor requires seeing less than six search fields, selecting the number from the option, I only want to see
search fields on the screen.
4.12 Contact Sidebar
Within this tab you can influence the contents of the Contact Sidebar. The tab is broken into three
sections:
 Status Icons
 Contact Details
 Contact Notes
4 - 14
Figure 4 - 12: Contact Sidebar Preferences
Ticking the box Display Contact Sidebar results in the Contact Sidebar being displayed. If this is not
ticked then all of the configuration options for the Contact Sidebar are disabled.
Note
The Attendant operator can choose to hide the Contact Sidebar by
selecting/deselecting Contact Sidebar from the View menu option. Using this
method is a temporary way of enabling/disabling the Contact Sidebar and
retains the configuration settings.
4.12.1 Status Icons

Tick the relevant options to make the icons available in the Contact Sidebar. The list is influenced by
the system configuration and permissions of the attendant operator. Unselected fields appear in
alphabetical order after the checked fields.
The order that the icons are displayed within the Contact Sidebar can be changed by selecting a
field and using the Up/Down buttons to change the presented order.
4.12.2 Contact Details

Tick the relevant details to make the fields available in the Contact Sidebar, either by clicking the
tick box, or selecting the item and pressing the spacebar.

The ticked items display the data field in the contact sidebar in the order they appear within this
configuration list. The order can be changed by selecting a field and using the Up/Down buttons to
change the order presented. You can also drag and drop a field into the desired position.
Fields that are not selected appear in alphabetical order after the checked fields.
4.12.3 Contact Notes

You can choose to display the Contact Information or Absent Notes by ticking the box next to the
relevant type of note.
If a colour has been specified for a particular category of note then this is displayed in the Contact
Sidebar. The colour is set when adding Absent Message and Contact Information ( See ‘’ on page 3
- 13).
After completing the configuration, click Apply or Ok to make the changes.
4.13 Alternate Numbers
The Show the following Information setting allows the Operator to specify what information is dis-
played when an alternate number is required. There is an option to edit the contents of the First and
Second Line of the displayed contacts by using the up/down arrows to change the presented order.
Select the fields that you want to show in Alternate Numbers by checking the box next to the name.
Fields that are not selected appear in alphabetical order after the checked fields.
Note
There needs to be a minimum of one item checked, or a warning note is
displayed.
The order that the fields are displayed within the directories can be changed by selecting a field and
using the Up/Down arrows to change the sequence. You can also drag and drop a field into the
desired position.
Note
If an Icon field (BLF/Presence Status, etc.) is located as the first field to display
on the First Line then it appears larger and displays across the first and second
Line.
If you are using the console in normal mode then you can select a field and move it to the Second
Line by using the right arrow.
Second Line fields are displayed in the order that they appear in the list. To change that order, select
a field and use the Up/Down arrows to adjust its position.
The amount of fields available on the second line is dependent on the number of fields selected in
the First Line. For every 2 fields in the First Line, you can have 1 field in the Second Line.
Note
All fields that appear in the Second Line list are displayed in the directory.
All fields in the second line spans across two text columns. The fields ignore any
icon columns. Example If line one consists of column 1 (text), Column 2 (icon),
Column 3 (text) then the first field spans across from columns 1 to 3.
Multiple fields can be selected in the Second Line box by using Ctrl+mouse click to select random
fields, or Shif+mouse click to select from one field to another inclusive of all fields in between.
4 - 16
To remove a field from the Second Line, select the field and click X. The field appears back in the
First Line list as unchecked. Check the field to have it displayed in the directory pane.
Clicking Apply makes the changes active without closing the Preferences window.
4.13.1 Alternate Numbers Display Order,

The operator can set the order that the contact’s information appears. It is recommended that the
order presented on this pop up screen is the same as the display in Directory pane.
Figure 4 - 13: Alternate Numbers Tab

4.14 Field Headers
The operator can customize the names of the Field Headers that appear in the application by enter-
ing a new name of the field next to the field name the operator requires to change. These options
are only for the Directories in the Console Operator application.
Figure 4 - 14: Field Headers tab
Changing the Displayed field header name:
1. Click the value in the Display Text column.

2. Type a new display text for the Default Text.
3. Click OK.
The operator can Restore Defaults, if required.
Note
These changes are machine specific and do not change all Operator
Consoles across the network.
4 - 18
4.15 Secondary Sort
This tab is enabled only when the operator is logged out. The operator can customise the way the
Console application sorts and searches the data by specifying a Secondary Sort Column.
Figure 4 - 15: Secondary Sort tab
There is also facility to Restore Defaults if required.
The Restore Default button enables when a value is changed from the Secondary Sort Column.
Note
This is specific to the console that it is configured for - and does not change
all consoles within the environment.
To change the values in Secondary Sort Column
1. Click a value in the Secondary Sort Value.

2. A drop down menu appears with different values related to the values in the Sort Column.
3. Select the new value to replace the previous one.
4. To change more than one value, repeat steps 1-3.
5. Click Apply then OK.

4.16 Filter Search
This tab manages the options for the types of searches that can be done from the Console operator.
Figure 4 - 16: Filter Search tab
4.16.1 During Call Control

If Retain existing directory search, option is enabled, when a call is taken and a directory search is
made, the search results are retained when the call is completed. When this is enabled Shift+F3 can
be used to clear the active directory.
Without this option enabled, when the call ends the directory is reverted to the view prior to a search
being made.
4.16.2 When Searching Names

Use Phonetic Searching
The operator can enable this option in order to perform search based on phonetics.
Match Accuracy
There is a sliding scale from Low (Default), Medium and High. This influences the accuracy of the
results provided against the criteria searched upon.
There is also a check box to Include similar matches at the end of the search.
4 - 20
4.16.3 AND Searching
Enabling this provides the option to enter information in more than one search field when looking up
a contact in the directory pane.
To use "AND Searching" just enter a value in two or more of the search fields. Example being John in
the First Name and Smith in the Last Name field. Then Click Search.
The results display all records that meet the criteria that has been entered in BOTH fields and would
eliminate records that only meet one of the criteria.
4.16.4 When Performing a Filter Search

Determines how the application functions during a directory search.
Press Enter to perform search
Selecting this option stops a search being completed until the Enter key has been pressed.
Search after every key press
Selecting this option refreshes the search results after every key stroke the operator makes in while
entering values in a search field.
Search after a delay
Selecting this option introduces a specified delay in the from the operator entering the search infor-
mation and the results being displayed. The Search Delay is measured in seconds.
4.16.5 Lateral Searching

Lateral Searching provides facility for the operator to expand on the search using a specific criteria
such as a department (i.e. Sales, accounts), or last names (i.e. Jones, Smith, or Doe) to look for an
alternate contact by pressing the Ctrl+F2 button. The selection is made from None, Last Name, First
Name, Department or Number.
Note
Selecting None disables Lateral Searching.
4.17 Server Details
This read-only tab shows the status of the servers that are associated with the Console Operator.
Figure 4 - 17: Primary Server tab

4.18 Logging
This tab is used to enable logging reports and would normally be requested by Arc Solutions Cus-
tomer Support to analyse system functionality if an issue has been reported.
Figure 4 - 18: Logging tab
4.19 Advanced
The Advanced tab controls which types of transferred calls (according to their destination) are sent
back to the operator if unanswered. The choice for the reverted calls are:
 All Calls,
 Internal calls,
 External Calls,
 No Calls
The calls that are not reverted to the console continue to ring until the caller ends the call.
Note
By default, Direct Transfers are disabled. If you want to use Direct Transfers, the
Gateway's CSS must be configured to allow incoming calls to be redirected
back out.
If you use Direct Transfers you lose recall functionality, and the only calls the
system is able to recall internally are ones to devices monitored by the Arc
Premium Server.
Direct transfers allow the end party to see the originating CLI. However, using Direct Transfers restricts
the Console's ability to return transferred calls to the operator if they are not answered.
By default, blind transfers redirect calls from the operator's handset to the Service Queue (CTI Port),
and the call is then connected to the end party. By contrast, Direct Transfers bypass the Service
Queue and send the call directly to the end party. The caller is not placed on hold (so they hear
ringing rather than music), and the originating CLI is displayed to the end party, rather than the
details of the Service Queue.
4 - 22
Figure 4 - 19: Advanced tab

4 - 24
Appendix A - Permission Management
The availability of features for the operator depends on permissions that have been assigned in the
Arc Premium Admin software. In particular to a particular operator’s in a multi-tenant environment.
operators must have appropriate access rights to use the following functionalities in the Console
application.
Permission Description
Break Mode Permission for operator to have break modes (Unavailable/F10)
Contact Device Feature Permission to do with whether or not the Operator is able to change a
Management contacts device features such as DND and call forwarding
Contact -> Status->Device Features

Allow Call Status Information Permission for operator to display Call related statuses in BLF (directory
To Be Displayed In BLF contacts phone)
Emergency Mode Permission for operator to set a queue into Emergency Mode.
Options->Emergency
External Contact Permission for operator to add, edit or delete an External Contact.
Management
External Directory -> Contact -> Contact Details
Internal Contact Permission for operator to add, edit or delete an Internal Contact.
Management
Internal Directory -> Contact -> Contact Details
Allow Logout While Calls Are Permission for operator to logout while calls are in hold area.
On Hold
Manage Personal Groups Permission for operator to manage personal groups
Preferences Permission for operator to access the Preferences menu within the
console.
Options -> Preferences

Presence Management Permission for operator to edit a contacts Presence Status.
Contact - > Status -> Presence

Manage Secure Data Permission for Operator application to save Device information (Device
Name) coming from CTI Server when it’s not set.
Automatic Voice Record Permission for operator to automatically record Voice
Display Speed Dial Permission for operator to access the Speed Dial pane
Retrieve any parked calls by Permission for operator to retrieve calls that have been parked by other
other operators operators.
Display Contact Info for calls Permission for operator to view Contact Info for calls
Arc Premium Console Operator Attendant - User Guide A-1

A-2
Appendix B Glossary
Absent or Notes can be attached to a contact. These are free-text fields and can be
Contact used to note things like vacations, unable to be disturbed, or absent.
Message
Busy Lamp Field Set of Internal Extensions assigned to the Operator. The Operator can monitor
their status through Arc Console Operator Application.
Call Origin Whether the call is an internal or external call. (INT or EXT).
Call Parking Virtual devices where calls can be held temporarily and picked from any other
Devices call centre extension.
Camp On Holding calls for any extension that is busy at the moment. Arc Console rings the
extension when it becomes free.
CLI Number It is defined as Caller Line Identification The caller's number.
CLI Tag An additional piece of useful information added to the CLI. This could be the
name of the customer or any other related piece of information.
Call Status It tells what is currently happening to the call. It can be Ringing, Held,
Connected or Busy.
Call Type It tells whether the call is an inbound, outbound or a transferred call. (IN/OUT/
TFR).
System Directory Set of Internal extensions grouped together to be assigned to any Operator
Groups afterwards in Configuration.
Extension Physical phone in call centre.
Field Headers Titles of different sections in the Console application.
Page Request An instant text message sent on IP Phones.
Page Response Recipient's reply to a Page Request sent through an IP Phone.
Personal Personal Directory Groups provide the console operator with the ability to
Directory Groups create custom directories that make navigating the full directory easier to use.
Routing Tag A piece of information, which comes in with the call from the call queue. It may
provide some information about the nature of the call. For example, the call
may be associated with a particular marketing campaign.
Call Queuing The ability for a physical phone to have several calls stacked on the line waiting
to be answered.
Toggle The Operator can retrieve a held call during the consult transfer.
Reverted Call A call that hits the Calls In Progress area if it is left unanswered by a contact.
Arc Premium Console Operator Attendant - User Guide B-1

B-2
Index
A Speed dial ........................................ 1 - 11
About the Application ................................. - i Internal Directory
Accessibility .................................................. - i Search Based On .............................. 4 - 14
Answering Calls J
External ............................................... 2 - 5 JAWS ............................................................ - i
Automatic Muting ..................................... 2 - 8 L
B Lateral Search ......................................... 3 - 18
Busy Lamp Devices ................................... 4 - 4 Lateral Searching .................................... 3 - 16
C loggin Out ................................................. 1 - 1
Calendar ................................................. 3 - 30 Logging In ................................................. 1 - 1
Call Colours ............................................. 4 - 11 M
call park .................................................... 4 - 8 Manual Muting ......................................... 2 - 8
Call Transfers ............................................. 4 - 6 Mute ......................................................... 4 - 8
Client Matter Code ................................. 2 - 18 Muting Calls ............................................ 2 - 13
CMC ........................................................ 2 - 18 O
colour coded ............................................ 2 - 4 Operator Console Icon ............................. 2 - 4
Console Operator Outlook ................................................... 3 - 30
All Queues ......................................... 4 - 10 P
Display ................................................. 4 - 3 Parking ...........................................1 - 9, 2 - 13
General ............................................... 4 - 1 personal call park ..................................... 4 - 8
Secondary Sort .................................. 4 - 19 Personal Call Parking .............................. 2 - 15
Console Operators Phonetic Searching ................................ 3 - 16
Field Headers .................................... 4 - 18 Phonetic searching ................................. 3 - 16
Contact Absent Message ....................... 3 - 14 R
Contact Properties Reverted Call Control ............................. 2 - 23
Email Contact ................................... 3 - 11 Routing Tag ............................................... 4 - 4
Use Number ...................................... 3 - 12 S
D Salutation .................................................. 2 - 7
Direct Database Searching .................... 3 - 16 screen reading software .............................. - i
Display ....................................................... 4 - 3 Search Contacts ..................................... 3 - 17
E Serial Calling ........................................... 2 - 24
Email ........................................................ 3 - 33 Short Message Service ............................ 3 - 33
Emergency Mode ..................................... 2 - 9 SMS ......................................................... 3 - 33
F T
FAC ......................................................... 2 - 18 Timeout Conditions ................................... 4 - 4
Filter Search ............................................. 4 - 20 Transfer Call
Finding Contcts ....................................... 3 - 16 Blind Internal ..................................... 2 - 17
Forced Authorization Codes ................... 2 - 18 Consult - Internal ............................... 2 - 18
G Consult External ................................ 2 - 19
General ..................................................... 4 - 1 U
Auto Dial ............................................. 4 - 6 Using Console ..................................2 - 1, 3 - 1
Getting Started ......................................... 1 - 1 Answering Call .................................... 2 - 5
Going Unavailable .................................... 2 - 8 Call Forwarding ................................. 3 - 29
I Camp on calls .................................. 2 - 16
Icons Clearing Calls .................................... 2 - 22
Call Control ....................................... 2 - 24 Conference Call ............................... 2 - 17
Call Parking ....................................... 2 - 14 Contact Properties ........................... 3 - 10
Contact Notes .................................. 3 - 14 Hold call ............................................ 2 - 10
Presence Status ......................3 - 25, 3 - 27 Hold Call with Notes .......................... 2 - 11
Initialise Console ........................................ 4 - 1 Making Calls ..................................... 2 - 19
Interface Recording Calls ................................. 2 - 22
Active Calls ................................1 - 6, 2 - 6 Retrieving Held Calls ......................... 2 - 13
All Queues ........................................... 1 - 5 Speed Dials ....................................... 2 - 21
Calls In Progress ........................1 - 9, 2 - 12 Transfer Call ...................................... 2 - 17
Menu Bar ............................................. 1 - 4
Queues ................................................ 1 - 4
Arc Premium Console Operator Attendant - User Guide Index - 1

V
Viewing Status Details ............................. 3 - 22
Voicemail Prefix ......................................... 4 - 6
Index - 2

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Arc Premium

Console Operator Attendant

EMEA Americas Asia Pacific

Arc Solutions Arc Solutions Arc Solutions

An Enghouse Interactive Inc. Company

This document assumes that the reader has knowledge of:

About the User Guide

The purpose of this user guide is to:

 Provide information on configuring and initialising the Console Operator application.

 Customizing the application to suit the operator’s preferences and requirements.

Inside the User Guide

 Managing Calls in Console Operator

Arc Premium Console Operator Attendant - User Guide i

 Using the Directory

 Customising Console Operator

Text Conventions in This Guide

Arc Premium Console Operator Attendant - User Guide iii

Contact details for the Arc TSC are as follows:

UK & Ireland +44 (0) 118 943 9205

Americas - +1 877 956 0272

Arc Premium Console Operator Attendant - User Guide vii

Contact Information and Services Available ........................................................................ - vii

List of Tables ............................................................................................................................. - xiii

List of Figures ............................................................................................................................. - xv

Section 1: Getting Started ........................................................................................................1 - 1

Section 2: Managing Calls in Console Operator ...................................................................2 - 1

Arc Premium Console Operator Attendant - User Guide ix

Section 3: Using the Directory ................................................................................................. 3 - 1

Section 4: Customising Console Operator ............................................................................ 4 - 1

Appendix A - Permission Management ................................................................................ A - 1

Appendix B Glossary ..............................................................................................................10 - 1

Arc Premium Console Operator Attendant - User Guide xi

Arc Premium Console Operator Attendant - User Guide xiii

Arc Premium Console Operator Attendant - User Guide xv

Figure 1 - 1: Login Screen

Login to the Console Operator:

1. Type Login Name and Password.

1.3 Resilient configuration

Arc Premium Console Operator Attendant - User Guide 1-1

1.4 Console Operator Permissions

The main interface of Console Operator consists of the following panes:

Number Area Page

Figure 1 - 2: Main screen of Console Operator

Arc Premium Console Operator Attendant - User Guide 1-3

Control Name Description

Login Login to the Console.

Logout Log out from the Console.

Exit Close the application.

Tool Bar Show/Hide the Call Control tool bar.

Contact Sidebar Show/Hide the Contact Sidebar

Speed Dial Show/Hide the Speed Dial pane.

Call Park Show/Hide the Call Park pane.

Display Salutation Enables/Disables the Salutation window (CTRL+F7). Display Salutation is a

Display My Enables/Disables the display of camped on calls (CTRL+F5).

Filter Searching Enable/Disable ‘Phonetic’ and ‘And’ searching options.

Contents On-screen help.

Keyword Search Search for help information using keywords.

About console Displays the version and copyright information.

1.7 Queues (F9) pane

Figure 1 - 3: Queues section highlighted in the Console Operator interface

Icons Types of Queues

Displays waiting calls in all available queues.

Queues that are currently on Out of Hours Break.

Queues that have been put out of service by the Supervisor.