CA Pro & CA Basic Express

1. Communication Assistant Version4 CA Pro & CA Basic Express

2. Introduction This document explains the CTI applications CA Pro and CA Basic Express, which can be used with TDE and NCP series PBXs, and is composed of the following chapters. Chapter 1 CA SeriesOverview Chapter 2 CA Pro and CA Basic Express Features Chapter 3 Installation As a result of this course, participants will gain a general understanding of CA Pro and CA Basic Express, as well as learn about the main features and main settings of CA Pro and CA Basic Express. For further information about feature implementation and specifications, refer to the following manuals. "Quick Reference Guide" • Microsoft, Internet Explorer, Outlook, Windows, Windows XP, Windows Vista, and Windows 7 are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries. • Intel, Celeron, Pentium, Core 2 Duo are trademarks of Intel Corporation in the U.S. and other countries. • All other trademarks identified here in are the property of their respective owners. • Microsoft product screen shots reprinted with permission from Microsoft Corporation.

3. Table of Contents (1) 目次 1-7 Chapter 1 CA Series Overview 1-1 What is CA ? 1-2 CA Client Lineup 1-3 Useful Features 1-4 IP Softphone Overview 1-5 Features of Each CA Client Mode 1-6 Server Mode Overview 1-7 Pre-installed Activation Keys 1-8 Main Differences Between CA Client Modes Chapter 2 CA Pro & CA Basic Express Features 2-1 CA Pro/CA Basic Express Overview 2-2 System Specification Differences 2-3 Screen Interface 2-4 Main Operations 2-5 Contact List Area 2-6 Outgoing Call Feature 2-7 Incoming Call Feature 2-8 Call History Feature 2-9 Write Memo Feature 2-10 Chat Feature 2-11 Optional Feature 2-12 Conference Feature

4. Table of Contents (2) Chapter 3 Installation (Server-less Mode (PBX Mode)) 3-1 CA Installation 3-2 PBX Settings 3-3 User PC Settings 3-4 PC System Requirements

5. Chapter 1 CA Series Overview

6. Improves workflow and efficiency through improved telephone operation. Operator statistics can be used to understand current communications performance and to plan future expansion (for call centres, etc.). 1-1 What is CA ? CA is an Application that Allows Unified Communication, etc.. Benefits of Using CA For Call Centers TDE/NCP Incoming Call Outgoing Call For Agents For General Offices Customer

7. CA Supervisor CA Operator Console CA Basic Express CA Pro The Base of “CA Operator Console” and “CA Supervisor”. 1-2 CA Client Lineup The CA Lineup Consists of the Following 4 Modes. For General Offices For Agents (Operator) For Call Centres (Contact Centres) This document explain "Server-less mode (PBX mode)" of CA.

8. PC: CA Pro pops up. PT: Rings. 1.Incoming Call: Both PC and PT receive the call. 2.Answering: Both CA and PT can answer the call. Customer Incoming Call 3.Talking: Use the PT for talking. 1-3 Useful Features (Linking CA and PT) Simple Image of CA Pro and the PT Operation Call is received by both the PC and the PT. Call can be answered using CA or the PT. Conversation takes place using the PT. TDE/NCP LAN

9. PC: CA Pro pops up. 1.Incoming Call: CA pops up. 2.Answering: CA can answer the call. Customer Linked to CA Incoming Call 3.Talking: Use the IP Softphone for talking. 1-3 Useful Features (Linking CA and IP Softphone) Simple Image of CA Pro and IP Softphone Operation Call is received by CA. Call can be answered using CA. Conversation takes place using the IP Softphone. TDE/NCP LAN

10. The PC must be running in order to use it as a telephone. An activation key is required. A headset is required to talk. (Some PC have speaker and microphone.) 1.IP softphone pops up on the PC's screen when a call is received. Click to switch to small size. IP Softphone Incoming Call Customer Small Size Screen 2.Click the receiver or the [SP-PHONE] button to answer a call. 1-4 IP Softphone Overview An IP Softphone Functions in the Same Way as a PT (IP-PT or DPT). Requirements for usage: TDE/NCP LAN

11. 1.It's easy to contact the desired party. Dial manually using the PC, call from the phonebook, chat, etc.. 2. You can use the pop-up feature to make or answer calls. When making a call, the other party's phone number information, etc.. When receiving a call, image information, etc.. 3.The presence feature makes it easy to confirm status of group members and therefore approach more efficiently. 4. Features can be set easily. Changing status, FWD setting, etc.. 1-5 Features of Each CA Client Mode(1) CA Pro / CA Basic Express Applications for Agents in a Typical Office or Call Centre. Except for max. specs and status icon display, CA Basic Express is mostly the same as CA Pro.

12. 1. The Drag & Drop feature makes transfer and call parking easy, making customer call handling moreefficient. 2. Status of received and parked calls are displayed in the Arriving screen,allowing a single operator to handlemultiple calls. 3. Various extension settings can be set. Set a wake-up call Set and clear the absent message, etc. 4. You can confirm available lines before seizing an outside line, making it easy to use available lines efficiently. 1-5 Features of Each CA Client Mode(2) CA Operator Console An Application for Operators / Receptionists (front desk, etc.).

13. 1. Supervise customer call handling by monitoring in real time the number of calls waiting and the longest wait time. 2. Monitoragent status and control Login and Logout. 3. Supportagents who need help with difficult customer calls. Monitor a conversation (Listen-in) Listen in and Chat to agent to provide advice. Take over a call (Busy Override), etc. 4. Manage the performance of all agents in a group (Group Call Report). 1-5 Features of Each CA Client Mode(3) CA Supervisor An Application for call centre supervisors.

14. The main features are as follows. You can confirm the status of members in other areas over the network. You can perform remote maintenance on CA applications. Maximum number of CA users. Networking features can be used. The main differences with Server-less mode (PBX mode) are as follows. CA Server mode image IP-Network CA Server NCP TDE LAN LAN Transfer calls over network Monitor presence over network Chat over Network 1-6 Server Mode Overview Main Features of CA Server Mode One CA V3 or later Server can cover up to 4 PBXs. For detail, refer to the CA Server part.

15. Free Mode (CA Basic Express) When the number of users (initial configuration) shown in table 1 under "Number of Free CA Basic Express Users" is exceeded, additional Activation Keys are required. The trial period is 60 days. During the trial period, the CA Pro and Operator Console activation key is not required. The 60-day trial period begins once you have installed CA Client on the PC. Trial Mode (CA Pro and Operator Console) Table 1 Number of Pre-installed Activation Keys 1-7 Preinstalled Activation Keys Free Mode(CA Basic Express) / Trial Mode(CA Pro and Operator Console) 本文、字幕、音声 *1 60-day trials for NCP and TDE (Ver.3.0 or later) series PBXs include IP softphone functionality for the duration of the trial, but only if CA Server is not installed on the PBX’s network.

16. 1-8 Main Differences (1) Between CA Client Modes *1 A license is required for each IP softphone user, except during the CA Pro trial period.

17. 1-8 Main Differences (2) Between CA Client Modes

18. 1-8 Main Differences (3) Between CA Client Modes

19. This Chapter is now complete.Go to Next Chapter.

20. Chapter 2 CA Pro & CA Basic Express Features

21. Presence and other features improve internal telephone communications. Improves work efficiency through improved telephone operation. 2-1 CA Pro/CA Basic Express Overview Applications for Typical Offices and Call Centre (Contact Centre) Agents Benefits of CA Pro and CA Basic Express 1.Easy to contact the other party - Dial manually using the PC or call from the phonebook - Chat - Leave a voice message when the other party is busy 2.Outgoing and incoming call pop-ups - When making a call, the other party's telephone number and other information pops up - When receiving a call, a picture or sound can let you know who the other party is before answering. 3.Settings are easy - Forwarding, Do Not Disturb, Absent Message 4.Presence - Allows you to confirm the status of the other party before calling them.

22. Support for ICD Group Login/Logout Support for CRM Integration (TAPI) Number of records for Contact List and History Method used to display presence 2-2 System Specification Differences Differences between CA Pro and CA Basic Express The main differences are as follows.

23. 1 2 3 2-3 Screen Interface Main Window Except for the number of contacts and presence icons, CA Basic Express is mostly the same as CA Pro. CA Pro 1.Status Control Area You can change your own status. 2.Contact List Area - Confirm the status of each member - Add members, change content for members, etc. 3.Available Action Buttons Area Used for making calls, chatting, etc.

24. 1 2 2-4 Main Operations Commonly Used Operations (CA Pro is used in this example) 1.Set your status and set call forwarding with a simple click of the mouse. ->Change status when gone, away, etc., or set the transfer destination. 2.Contact List Group ->Select the group you want to display in the contact area. For example, display all contacts, or only contacts in a certain group.

25. 1.Click a CA member in the contact list each time you want to view its status 2.CA Status 1.Ext. Status Barry Sharp 219 ->The user is logged in ->The user is logged in, but the auto absent message has been set ->The user is not logged in ->Idle ->Ringing ->On the phone 2.The "Presence Window" is displayed 2-5 Contact List Area (1) Presence Displayed in Contact Area (Extension / CA Status) CA Pro: Automatic Presence Display CA Basic Express: Click an extension to view its status (Ext./CA) CA Pro CA Basic Express

26. 2 1 Barry Sharp 219 2-5 Contact List Area (2) Presence Displayed in Contact Area (Absent Message) CA Pro: Automatic Presence Display CA Basic Express: Click an extension to view its status (Ext./CA) CA Basic Express CA Pro 1.Click a "CA member" in the contact list each time you want to view its status Displayed when Forward is set 1.Absent Message The absent message has been set ->Displayed according to the absent message setting (MAX:16 characters) 2.The "Presence Window" is displayed 2.Automatic Absent message The time is displayed when the computer is idle for a specified amount of time. ->Setting range: 1min.- MAX:10min.

27. 1.Right-click a contact. 2.Select [View this contact]. The contacts tab allows you to enter telephone contactnumbers for the user, such as office, mobile, home,contact number, e-mail, etc.. 2-5 Contact List Area (3) Using the Contacts Area to Add Members, Change Information. Horita.shintaro123

28. James 201 Call Control James 201 3.Click the button 4.Window size changes Call Control James 201 3 2-6 Outgoing Call Feature (1) When Making a Call, the Call Control Window Pops Up. Call Control Window 1.When making a call, the call control window for making calls pops up Call is generated 2.When the called party answers, the call control window changes to the window used for calls in progress James

29. 1 2 Phone Button Dial number setting 3 Each phone number mustbe set in the contact areasetting. 2-6 Outgoing Call Feature (2) Making Calls from CA 1.Search / Dial ->Enter the phone number, then press the [Enter] key or click the off-hook button. 2.Double Click Dial ->Double-click the contact. 3.Phone Button Dial ->Select the contact and press a [Phone] button.

30. 1 2 "LDAP： Company Directory" 2-6 Outgoing Call Feature (3) Making Calls from CA 1.Speed Dial Select "System Speed Dial" and double-click the desired entry. ->You can select an item in the system telephone book and call that number. 2.LDAP Link You can also retrieve a number from a linked external database and call that number.

31. 1.Select a number in an application 3.Outgoing Call 2.Press the shortcut: [Ctrl+Shift+z] *1 2-6 Outgoing Call Feature (4) Select and Call Users can make a call from any application (Notepad, Excel, web browser, etc.) on their PCs. Call is generated James *1Users can change the shortcut keys

32. 1.Select and copy a telephone number in an application 2.Select: [ Copy &Call ] Call is generated 3.Outgoing Call 2-6 Outgoing Call Feature (5) Copy and Call Users can make a call from any application (Notepad, Excel, web browser, etc.) on their PCs. James

33. Incoming Call Window Call is received Incoming Call Answer the call James 201 The Incoming Call window pops up when a call is received Redirect to Voice Mail ->It is possible to enter a number (max. 32 digits). ->This menu remembers the last 10 numbers dialled. 2-7 Incoming Call Feature (1) Pop-up Feature for Received Calls Depending on settings, a pop-up can be displayed when a call is received. James

34. 1.You can set the image file used for the incoming call pop-up. 2.You can set the URL used for the incoming call pop-up. 1st URL for Network Camera ->Automatic pop-up for call / Automatic close after call 2nd URL for Database ->Automatic pop-up for call 3rd URL for Database ->Access from main menu 2-7 Incoming Call Feature (2) Settings for Incoming Call Pop-up

35. 1.The [History] screen is displayed by selecting an item from the [History] menu or by pressing the missed call button. 1 You can make a call to the selected entry. Call Type 2.Displayed when an incoming call was missed. ->The number indicates the numberof missed calls. Call history is displayed for the selected call type. 2-8 Call History Feature View a Record of Calls Made and Received. Calls can Also be Made. History Window

36. Text Memo Window 2.Type a memo. 5) You can read the memo later by clicking [Memo Open]. On Call Product Review Conference will held next week. 1.Click [Write memo] to display the text memo window. 3.Click the [Save] button. Produ… 4.You can check the existence of a memo. History Window 2-9 Write Memo Feature You can Write a Text Memo. For example, take notes about the content of the conversation -> Max. characters: 256 bytes

37. You can see the last chat. 1) Select the CA user you want to chat with from the contact list. 102：Hello This message is displayed when the other party is typing. You can make a call to this extension. 2) Click [Start Chat] to open the chat window. Hello Chat Window 3) Type a message. ->Max. 610 characters (single-byte) 4) Click [Send]. 2-10 Chat Feature CA Users can use text messages to chat to each other.

38. 1) Click the VM icon 2)Select [Call Voice Mail] 3) Enter the password and click [Login] A TVM series voice mail system is required to use these features. TVM50/200 Voice Mail Assistant (VMA) 4) The VMA window is displayed. 2-11 Optional Feature (1) Voice Mail Assistant (VMA) Feature - VMA allows easy voice mail operation. VMA supports the following voice mail operations: - Play/Delete/Transfer message - Send messages as e-mail attachments - Mailbox configuration VMA feature does not function with built-in (SVM-type) messaging features.

39. 1) [Go to] ->[Options] -> [Voice Mail] 2) The following settings are required: - Use Voice Mail Assistant (VMA) VMA starts 4) When starting for the first time, enter the following information - IP Address of Voice Mail - Mailbox Number - Password of Mailbox 3) Click the VM icon and select [Call Voice Mail] 2-11 Optional Feature (2) VMA Settings In addition to the settings described here, the TVM itself must also be configured.

40. 2) Calling PSN 1) Select [Call Contact...] 2-11 Optional Feature (3) Microsoft Outlook Integration - CA can be integrated with Microsoft Outlook. Call is generated Microsoft Outlook Integration - Simple operation to use Outlook tool-bar - Supports Dial, Answer Call, Hang-up

41. 2) Select [Display]. 1) Select [Option] from the [Go To] menu. 3) Set [Incoming call Popup for Microsoft Outlook] to [Enable]. 4) Click [OK]. 2-11 Optional Feature (4) Settings for Microsoft Outlook Integration - Outlook contact can pop up when a call is received. In addition to the settings described here, Microsoft Outlook must also be configured.

42. 2) Select [Conference Group name] 3) Click [Start]. → Pop up [Conference room screen] 1) Select [Conference] from the [Dial] menu. Connect Status of logout from CA 2-12 Conference Feature (1) Overview of the Conference Feature These features provide easy and simple teleconference operations. Up to 32 members can join a conference call. (For a shared conference.) This feature only works on the same PBX CA clients. - How to start a conference. (3 steps) There can be up to 8 Conference Groups (conference rooms). Note - TDE ver3.0 or later / NCP ver4.0 or later is required. - This feature does not work when PCMC is accessing the PBX. - CA Basic Express cannot use this feature. When an initiator makes a conference call, every member receives a call at the same time. A conference will start once an attendee answers the call. For more information please contact to local Sales company.

43. 2) [Group Settings] When starting for the first time, enter the following information. - Conference Group Name / PIN 1) Select [Edit Conference Setting] from the [Conference] screen. 4) Click the save button 3) [Member Settings] There are two methods for registering conference members. 1>Click the icon and input member information. 2>Drag & Drop from the Contact list. 2-12 Conference Feature (2) Settings for Conference <CA Settings> • Two settings are required. → [Group Settings] / [Member Settings] *The conference group will be overwritten if someone uses the same conference group from CA. 2 Initiator arrange attendee. 1

44. Miscellaneous 2.7.1COS Settings Conference group call operation-> Enable Initiator’s COS No. 3.10Conference Group Broadcast Mode -> Enable Conference Group No. 2-12 Conference Feature (3) Settings for Conference <PBX Settings> <1> Conference initiator setting [2.7.1 COS Settings] <2> Conference setting for 32 members[3.10 Conference group Settings] Please note that with this conference, only 8 people (including the initiator) can talk and listen to the conversation. The other people can only listen to the conference.

45. This Chapter is now complete.Go to Next Chapter.

46. Chapter 3 Installation (Server-less Mode [PBX mode])

47. 3-2 PBX Setting - Activation Key - MPR IP Address - Extension Settings necessary to use CA 3-3 User PC Setting 3-1 CA Installation CA Configuration Overview

48. 1. Determine the necessary activation key type and number. Discuss with customer how system will be used, how many CA users there will be. In the following case, how many and which type of activation keys are necessary? Application (usage) : Call centre Number of CA users : 10 (1 supervisor and 9 agents) Future expandability : none CA Supervisor 1 user (KX- NCS2301) : 1 CA Pro10 user (KX- NCS2210) : 1 * When using IP-Softphones, “activation keys for IP-Softphone” are necessary. Note that they are different from “activation keys for IP-PT (KX-NCS35xx)” . 8 IP Softphone (KX-NCS3208) : 1, 1 PT-Softphone (KX-NCS3201) : 2 3-2 PBX Settings (1) Activation Key

49. 2. Obtain necessary CA software and activation key files. Contact your local sales company for information on obtaining these. 3. Transfer the activation key files to the PBX. Determine the access line's class (bandwidth) from the number of simultaneous calls. or Determine the upper limit of simultaneous calls from the bandwidth of the access lines. 3-2 PBX Settings (1) Activation Key

50. 3-2 PBX Settings (2) Activation Key Lineup 本文、