Datapulse Intuition 1000 Guía de configuración

Intuition 1000 Operators Documentation

Intuition 1000 Switchboard

Operators Training Guide

Intuition 1000 Guide

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Intuition 1000 Operators Documentation

Intuition 1000 Guide

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Intuition 1000 Operators Documentation

Overview 4.......................................................................................................................................

Logging on to your Computer 5........................................................................................................

Opening the Switchboard module 5..........................................................................................

Switchboard Layout 6.......................................................................................................................

Menu Bar 6...............................................................................................................................

Tool Bar 7..................................................................................................................................

Queue Meter 7..........................................................................................................................

Source Panel 7.........................................................................................................................

Destination Panel 7...................................................................................................................

Hold Panel 8.............................................................................................................................

Information Panel 8...................................................................................................................

Switchboard Module Status 8...................................................................................................

Database and User display 8....................................................................................................

Microphone and Handset/Headset Status 8.............................................................................

Date and Time 10......................................................................................................................

Alarm Display 10.......................................................................................................................

Graphic Symbols on the Switchboard 10..................................................................................

Keyboard Layout 11..................................................................................................................

Feature Key Definitions 12........................................................................................................

The Numeric Keypad 14...........................................................................................................

Opening the Switchboard Module to Process calls 15.....................................................................

Answering Calls 16...................................................................................................................

Extending a Call to an Extension 16.........................................................................................

Announcing a call to an extension 18.......................................................................................

Handling Calls to a Busy Extension (Camp-On) 19..................................................................

Handling Calls to a Busy Extension with a Call Holding 19.....................................................

Holding calls at the switchboard 19..........................................................................................

To Make a External Call 21......................................................................................................

Transferring a Call Using Person Module 22............................................................................

General Search 23....................................................................................................................

Person Specific Announcement 25..................................................................................................

Recording Person Specific Announcements 25........................................................................

Priority Call Notification (PCN) 26....................................................................................................

Closing the Switchboard and Shutting down the PC 26...........................................................

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Intuition 1000 Operators Documentation

Overview

The Intuition 1000 Switchboard is a screen-based console, which replaces the switchboard with

a PC.

The Intuition 1000 Switchboard comprises of 5 basic modules

Optional modules

Switchboard

Allows the operator to process calls using a

standard PC keyboard.

Person

A directory containing fields that the operator can

search and extend a call on.

Absence

A register of absences against entries in the person

module.

Topic

An additional database with information and

telephone numbers. The operator can search on key

words and numbers can be hyper linked so the

operator can extend the call from the topic page.

Person Specific Announcement

Greetings recorded by the operators for a variety of

call types.

Operator Statistics

Historical and Real Time Operator statistics

PCN

Priority Call Notification. A call type can be given a

priority i.e. Emergency, and the call will be the first

to be answered.

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Intuition 1000 Operators Documentation

Logging on to your Computer

To logon to Windows press Ctrl + Alt + Del keys together. Type in your password (the default

password is password). This could be your network logon id and password. Your System

Administrator will be able to supply these.

Opening the Switchboard module

Double click on the Switchboard module icon. The Logon dialogue box will appear as below:-

Enter your User name and Password. (Your Administrator will be able to supply these)

Click Ok.

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Switchboard Layout

Menu Bar

The top portion marked Answer, Functions, Features, Service, Options, Search & Help is known

as the menu bar.

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Tool Bar

You may use the mouse to access functions.

Queue Meter

!The thermometer gives you the total calls waiting.

Source Panel

Displays the information on incoming calls.

Destination Panel

Displays the information on the destination of a call.

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Intuition 1000 Operators Documentation

Hold Panel

Displays information on the calls held on the switchboard.

Information Panel

There are two indicators in the first part of the Information Panel

The first indicator displays your Connection Status to the Operator Gateway/CIU/M2250 etc

Green = Connected, Red = Not Connected

The second indicator is your connection to the handset or headset.

Green = Connected, Orange = No Status Available, Red = Not Connected

Switchboard Module Status

The second part of the information panel shows the status of the switchboard.

Database and User display

The third part of the information panel shows the database and user login.

Microphone and Handset/Headset Status

Status

Description

Idle

You are ready to take a call

Active

You are currently processing a call

Busy

Your Switchboard is currently unavailable, for instance, you

are on a break.

Night

The Switchboard is in Night Service and cannot take any

calls.

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The fourth part of the Information Panel displays the Operator’s Microphone status for both PSA

and when in a call by showing a Microphone icon. If the microphone symbol is crossed through

it means it is muted. The operators Headset/Handset volume is shown as a percentage next to

the microphone symbol.

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Intuition 1000 Operators Documentation

Date and Time

The fifth part of the Information Panel displays the current date and time.

Alarm Display

The last part of the Information Panel is used to display faults. These messages include “Minor

Alarm”, “Major Alarm”, “Intuition 1000 not connected to M2250” or “Headset/handset not

connected.

Graphic Symbols on the Switchboard

These are the symbols you will see as you process calls:

Symbol

Action

Description

Speech

You can speak to and hear your caller or the

person you’ve called

Ringing

The Ringing symbol is displayed when the

selected extension is ringing

Busy

Indicates the number you have dialled is busy

Dial

Indicates you can key in an extension or

external number.

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