User Acceptance Test: net.Console 3.4

Table of content

upgrade from net.console 3.1, 3.2 or 3.3 [new in 3.4]

Call history preservation

ALERT! This is related to changes made in M4544. The contact information displayed in the call history are no more dynamically computed at login time but are persisted in the database. When installing the net.Console 3.4, if the contact information are not present they will be computed in order to preserve them.

  • Start the old net.console and make some calls in order to generated some call history entries
  • Upgrade the net.console module and its dependencies according to the administration guide
  • Start the new net.Console and verify that the contact information are not lost

Installation and login

Module installation

  • Add in module list netConsole module and its dependencies
  • Configure each modules
  • Install all the modules

Configure and install net.Console application

  • Configure users as described in application note: How to setup a reception desk
  • Open a browser and connect to 
    http://<sop ip>/netConsole
  • Follow the instruction
  • net.Console is up and running
  • net.Console settings are correct
  • net.Console directory is synchronized

Queue management

Login (T000001) [auto]

  • net.Console is logged out: LOGIN button is red and PAUSE button is disabled
  • Click on LOGIN
  • net.Console state is idle-paused
  • LOGIN button is green
  • PAUSE button is greyed out
  • General queue icon shows net.Console not active
  • Personal queue icon shows net.Console active

Logout (T000002) [auto]

  • net.Console is idle-paused: LOGIN button is red
  • Click on LOGIN
  • net.Console state is logged out
  • LOGIN button is red
  • PAUSE button is disabled
  • General queue icon show net.Console inactive

Pause (T000003) [auto]

  • net.Console is idle
  • Click on PAUSE
  • LOGIN button is green
  • PAUSE button is red
  • General queue icon show net.Console inactive
  • Personal queue icon show net.Console active
  • General Queue icon shows one less active net.Console next to the general queue

Unpause (T000004) [auto]

  • net.Console is in pause
  • Click on PAUSE
  • LOGIN button is greyed out
  • PAUSE button is green
  • General queue icon show net.Console active
  • Personal queue icon show net.Console active
  • The counter of active receptionist at the bottom of the General Queue icon shows one more active net.Console

Close application while logged out (T000005)

  • net.Console is logged out
  • close net.Console application
  • call receptionist extension
  • the phone is not ringing when someone calls the general reception or the receptionist (phone removed from queues)

Close application while logged in

  • net.Console is Idle, logged in
  • close net.Console application
  • net.Console pops up a warning that the net.Console is not logged out
  • confirm the action
  • netConsole is closed
  • the phone is not ringing when someone calls the general reception or the receptionist (phone removed from queues)

Basic telephony

New call in General queue (T000006) [auto]

  • Call the general number
  • the phone is ringing
  • ringing event is added in the 'action history'
  • person icon is enabled and indicate new incoming call
  • line 1 is enabled and indicates new incoming calls

Accepting a call (T000007) [auto]

  • Call the general number
  • the receptionist phone is ringing
  • click ACCEPT
  • accept is added to the 'action history'
  • the net.Console state is in conversation and the counter of the general queue is updated
  • line 1 indicates Conversation state

Hold call (T000008) [auto]

  • reception is in conversation
  • click HOLD
  • the caller can hear the music on hold
  • the net.Console state is on hold
  • hold event is added in the 'action history'
  • line 1 indicates Hold state

Unhold call (T000009) [auto]

  • caller is on hold
  • click HOLD
  • the caller is in conversation with the receptionist
  • the net.Console state is Conversation
  • the unhold event is added in the 'action history'
  • line 1 state is Conversation

Call hangup (T000010) [auto]

  • receptionist answer call
  • net.Console state is Conversation
  • click HANGUP
  • call is hanged up
  • net.Console state is Idle
  • line1 is greyed out

Call reject and queue retry (T000011) [auto]

  • receptionist is ringing
  • net.Console state is Ringing
  • ringing event is added in the 'action history'
  • click HANGUP
  • call is back in the Queue
  • net.Console state is Idle
  • phone is ringing again (queue retry)
  • call is offered again to the next available receptionist
  • the new receptionist can see in the 'action history' that call has been rejected, queued and then ringing again

Unanswered call and queue retry (T000011) [auto]

  • receptionist is ringing
  • net.Console state is Ringing
  • ringing event is added in the 'action history'
  • receptionist let the phone ringing
  • call is back in the Queue after the timeout configured in the Queue action
  • net.Console state is Idle
  • phone is ringing again(queue retry)
  • call is offered again to the next available receptionist
  • the new receptionist can see in the 'action history' that call has been re-queued and then ringing again

Dial an internal extension (T000012)

  • net.Console state is Idle
  • receptionist dial an internal extension
  • receptionist hear a ringing tone
  • net.Console state is NewOutgoing
  • Dial added in the 'action history'
  • line1 state indicates outgoing call
  • the remote phone Answer
  • Answer is added to the 'action history'
  • line1 state is Conversation

Dial to busy number (T000014) [auto]

  • net.Console state is Idle
  • receptionist dial a busy extension
  • line1 indicates outgoing call
  • net.Console state return to Idle
  • line1 return to Idle
  • notification windows displays busy for the last call

Dial to congested number (T000015)

  • net.Console state is Idle
  • receptionist dial a congested extension (e.g. phone not registered)
  • line1 indicates outgoing call
  • net.Console state return to Idle
  • line1 return to Idle
  • notification windows indicates congestion for the last call

Dial to extension of a queuing service (T000016)

  • net.Console state is Idle
  • receptionist dial an extension redirecting the call to the queue service
  • Dial added in 'action history'
  • net.Console state is Conversation
  • Answer added in 'action history'

Dial to extension while phone is ringing

  • net.Console state is NewIncoming
  • receptionist dial an extension
  • the incoming call is pushed back to the queue
  • line 1 indicates the outgoing call

Counter of General Queue's pending call

  • All the receptionist are busy
  • Call the general number
  • Check that the call counter of the general queue is increased by one
  • a receptionist hangup
  • ringing event is added in the 'action history'
  • line 1 is enabled and indicates new incoming calls
  • Check that the call counter of the general queue is decreased by one

Attended transfer

Successful Attended transfer (T000017) [auto]

  • the caller is on hold
  • click HOLD
  • hold added in 'action history'
  • line1 state is HOLD
  • enter a number
  • click DIAL
  • line2 indicates outgoing call
  • the consulted extension is ringing
  • answer the consultation call
  • line2 indicates conversation
  • the receptionist and the consulted person are in conversation
  • the net.Console state is AT Conversation
  • click TRANSFER
  • the caller and the consulted person are in conversation
  • the net.Console state is Idle and the call is not supervised

Attended transfer with hangup from consulted (T000018) [auto]

  • net.Console state is AT conversation
  • line2 state is Conversation
  • consulted party hangup
  • net.console state is OnHold
  • line1 state is OnHold
  • line2 state is idle

Attended transfer with abandon of consultation call (T000019) [auto]

  • net.Console state is AT conversation
  • receptionist hangup
  • net.Console state is OnHold

Attended transfer with abandon of caller (T000020) [auto]

  • net.Console state is AT conversation
  • caller abandon the call
  • notification of call abandon
  • call supervision indicates line1 abandon and displays former line2 information
  • net.Console state stays Conversation
  • receptionist hangup
  • net.Console state is Idle

Attended transfer with busy consultation call (T000021) [auto]

  • net.Console state is OnHold
  • receptionist dial a busy extension
  • notification of busy destination
  • net.Console goes to ATBusyOutgoing

Attended transfer with congested consultation call (T000022)

  • net.Console state is OnHold
  • receptionist dial a congested extension
  • notification of congested destination
  • net.Console goes to ATCongestedOutgoing

Conversion of attended transfer to a blind transfer (T000091) [auto]

  • net.Console state is OnHold
  • receptionist dial a internal number
  • net.Console auto-dial the number
  • line2 indicates outgoing call
  • receptionist click TRANSFER
  • the caller hears the ringing tone
  • line1 and line2 are idle
  • call is added to the list of supervised call

Caller abandon while consultation call in ringing (T000092) [auto]

  • net.Console state is ATNewOutgoing
  • caller abandon the call
  • notification of call abandon
  • call supervision indicates line1 abandon and displays former line2 information
  • net.Console state stays NewOutgoing
  • receptionist hangup
  • net.Console state is Idle

Conversion of attended transfer to a directed park (T000093) [auto]

  • net.Console state is OnHold
  • receptionist dial a internal number
  • net.Console auto-dial the number
  • line2 indicates outgoing call
  • receptionist click DIRPARK
  • the caller hears the music on hold
  • line1 and line2 are idle
  • call is added to the list of supervised call

Conversion of attended transfer to a camp on (T000094) [auto]

  • net.Console state is OnHold
  • receptionist dial a internal number
  • net.Console auto-dial the number
  • line2 indicates outgoing call
  • receptionist click CAMP
  • the caller hears the ringing tone
  • line1 and line2 are idle
  • call is added to the list of supervised call

Conversion of attended transfer to a park (T000095) [auto]

  • net.Console state is OnHold
  • receptionist dial a internal number
  • net.Console auto-dial the number
  • line2 indicates outgoing call
  • receptionist click PARK
  • the confirmation of call parking pops up with the park note pre-filled with the last destination
  • the caller hears the music on hold
  • line1 and line2 are idle
  • call is added to the list of supervised call

Attended Transfer to another reception (no ringing tone)

  • net.Console state is OnHold
  • receptionist dial a internal number redirecting to the another reception where the call is queued
  • net.Console auto-dial the number
  • line2 indicates outgoing call
  • line2 indicates conversation
  • the receptionist hears the music-on-hold
  • the receptionist clicks TRANSFER
  • the caller hears the music-on-hold

Conversion of attended transfer to a camp on after a busy

  • net.Console state is OnHold
  • receptionist dial a internal number which reject the call with a busy cause
  • net.Console auto-dial the number
  • line2 indicates outgoing call busy
  • receptionist click CAMP
  • the caller hears the ringing tone
  • line1 and line2 are idle
  • call is added to the list of supervised call

Blind transfer

Blind transfer to an idle phone (T000023) [auto]

  • net.Console state is Conversation
  • the phone to be consulted is idle
  • receptionist enters an internal number
  • net.Console auto-dial the number
  • net.Console state is Idle
  • the phone is idle
  • the call appears among supervised call
  • the caller hears the phone ringing
  • the consulted person answers the call
  • the call is removed from the list of supervised call

Blind transfer supervision with caller abandon (T000024) [auto]

  • a caller has been blind transferred to another number
  • the caller abandons the call before the consulted person answers the call
  • the call is removed from the list of supervised call

Blind transfer supervision timeout (T000025) [auto]

  • a caller has been blind transferred to another number
  • the call supervision times out
  • the supervision timeout is displayed in the notification window
  • the call moved from the list of supervised call to the list of call in the personal queue

Blind transfer and caller abandon while ringing pending(T000026)

  • net.Console state is Conversation
  • receptionist enters a GSM number (which does not start ringing immediately)
  • line 2 is in Conversation
  • line 1 is OnHold
  • the caller abandons the call
  • caller abandon is indicated in the notification window
  • receptionist hangs up the consultation call
  • net.Console state is Idle

Blind transfer takeback (T000027) [auto]

  • a caller has been blind transferred to another number
  • receptionist selects the call
  • receptionist clicks on TAKEBACK
  • the caller and the receptionist are in conversation
  • line1 state is Conversation
  • 'blind transfer' is added in the 'action history'
  • takeback is added in the 'action history'
  • the call is removed from the list of supervised call

Blind transfer with busy from consulted party (T000028) [auto]

  • net.Console state is Conversation
  • the internal number to transfer to is busy and reject the call with a busy release cause
  • receptionist enters the number
  • net.Console auto-dial the number
  • the busy call is indicated in the notification window
  • the line1 is OnHold
  • the line2 is Busy
  • the net.Console state is ATBusyOutgoing
  • the call is not in the list of supervised call
  • receptionist click UNHOLD
  • caller and receptionist can talk to each other

Blind transfer with congestion from consulted party (T000029)

  • net.Console state is Conversation
  • the internal number to transfer to is busy and reject the call with a busy release cause
  • receptionist enters the number
  • net.Console auto-dial the number
  • the call congestion is indicated in the notification window
  • the line1 is OnHold
  • the line2 is Congested
  • the net.Console state is ATCongestedOutgoing
  • the call is not in the list of supervised call
  • receptionist click UNHOLD
  • caller and receptionist can talk to each other

Blind transfer coupling (T000030)

  • not supported. The button should be disabled

Blind transfer to another reception

  • net.Console state is Conversation
  • the internal number to transfer will redirect to another reception where the call is queued
  • receptionist enters the number
  • net.Console auto-dial the number
  • the line1 is OnHold
  • line2 is in Conversation
  • the net.Console state is ATConversation
  • the call is not in the list of supervised call
  • receptionist click HANGUP
  • caller and receptionist can talk to each other

Camp on

Successful camp-on (T000031) [auto]

  • net.Console state is Conversation
  • receptionist click on CAMPON
  • receptionist enter a internal number
  • net.Console auto-camp the caller on the internal number
  • the net.Console state is Idle
  • the phone is Idle
  • the call is added to the list of supervised calls
  • the caller hears a ringing tone
  • the camped on extension hangs up
  • the camped on extension starts ringing
  • the camped on extension answer the call
  • the caller is in conversation with the consulted person
  • the call is removed from the list of supervised calls

Camp-on supervision with caller abandon (T000032) [auto]

  • the caller camps on an extension
  • the caller abandons the call
  • the call is removed from the list of supervised call

Camp-on supervision timeout (T000033) [auto]

  • the caller camps on an extension
  • the call supervision times out
  • the call is moved from the list of call supervision to the personal queue

Camp-on takeback (T000034) [auto]

  • the caller camps on an extension
  • the receptionist selects the call
  • the receptionist clicks on TAKEBACK
  • the caller and the receptionist are in Conversation
  • the net.Console state is Conversation
  • camp-on is added in the 'action history'
  • takeback is added in the 'action history'

Camp-on coupling (T000035)

  • should be disabled

Chained call

Successful chained call (T000036) [auto]

  • net.Console state is OnHold
  • receptionist enter a internal number
  • net.Console auto-dial the number
  • the caller hears the music on-hold
  • the net.Console state is ATNewOutgoing
  • the receptionist hears the ringing tone
  • the consulted person answers the call
  • the receptionist and the consulted person are in conversation
  • the receptionist clicks on CHAIN
  • the caller and consulted person are in conversation
  • the call is added to the list of supervised calls
  • the phone is idle
  • the net.Console state is Idle
  • the consulted person hangs up
  • the call moves from the list of supervised call to the personal queue

Takeback must be disabled (T000037)

  • since chained call is a call in conversation, takeback must not be allowed

Chained call coupling must be disabled (T000038)

  • since chained call is a call in conversation, coupling must not be allowed

Call parking

Successful call parking (T000039) [auto]

  • line1 state is Conversation
  • receptionist click PARK
  • a window pops up to request a park note
  • receptionist enters a park note and click ENTER
  • caller hears the music-on-hold
  • call is added to the list of supervised call
  • line1 state is Idle

Parked call supervision timeout (T000040) [auto]

  • Parked call is in the list of supervised call
  • The Park call supervision times out
  • The call is moved from the list of supervised call to the personal queue

Parked call supervision with caller abandon (T000041) [auto]

  • Parked call is in the list of supervised call
  • The caller hangs up
  • The call is removed from the list of supervised call

Parked call takeback (T000044) [auto]

  • Parked call is in the list of supervised call
  • Receptionist selects the call to handle
  • Receptionist click on TAKEBACK
  • the caller and the receptionist are in conversation
  • The call is removed from the list of supervised call
  • Line1 state indicates Conversation
  • 'action history' displays information from the call taken back

Parked call coupling (T000045) [auto]

  • Receptionist is in conversation
  • A call has been parked by the receptionist
  • Receptionist select parked call
  • Receptionist click COUPLE
  • caller and parked call are in conversation
  • line1 is Idle

Changing park note

  • select a parked call in the supervision area
  • change the park notes
  • press ENTER or click somewhere else
  • the park note is updated

Changing park note on new incoming call

  • This feature has been deprecated because it was causing unintentional note change
  • The note field must not be editable

Changing park note and supervision timeout

  • netConsole is in Conversation
  • select a parked call in the supervision area
  • change the park notes
  • the supervision timeout of this call times out
  • the focus remain in the park note
  • press ENTER or click somewhere else
  • the park note is updated

Directed call parking

Successfull directed call parking (T000046) [auto]

  • Receptionist is in conversation
  • Receptionist click DIRPARK
  • Receptionist enter an internal number
  • net.Console auto-complete the directed park on this number
  • The caller hears music on hold
  • The call is added to list of supervised call
  • Line1 is Idle

Directed parked call supervision timeout (T000047) [auto]

  • Directed park call is in the list of supervised call
  • The directed park call times out
  • the call is redirected to the personal queue
  • the call is removed from the list of supervised call

Directed parked call takeback (T000048) [auto]

  • Directed park call is in the list of supervised call
  • Receptionist select the call
  • Receptionist click TAKEBACK
  • caller and receptionist are in Conversation
  • call is removed from the list of supervised call
  • line1 indicates Conversation
  • directed park is added to the 'action history'
  • takeback is added to the 'action history'

Successful directed park retrieve (T000049) [auto]

  • Directed park call is in the list of supervised call
  • user1 call the directed park retreive service
  • user1 and caller are in conversation
  • call is removed from list of supervised call

Directed park retrieve with caller abandon (T000050)

  • Directed park call is in the list of supervised call
  • caller hangs up
  • user1 call the directed park retreive service
  • user1 gets an announcement

Directed park retreive from another SOP (T000051)

see (T000049) but from phone on another SOP

Directed parked call coupling (T000052) [auto]

  • Receptionist is in conversation
  • A call has been directed parked by the receptionist
  • Receptionist select a directed parked call
  • Receptionist click COUPLE
  • caller and parked call are in conversation
  • line1 is Idle

Speedial

The configuration file is the following \.escaux\netconsole3\conf\speeddials.config

Speeddial configuration (T000053)

  • click CONFIGURE
  • enter speedial
  • click OK
  • speeddial is added to speeddial area

Outgoing call via speedial (T000054)

  • line1 is Idle
  • Receptionist click on speeddial
  • receptionist hears the ringing tone
  • line1 state indicates outgoing call
  • Dial is added to 'action history'

attended transfer via speedial (T000055)

  • line1 is on hold
  • line2 is idle
  • Receptionist click on speedial
  • Receptionist hears ringing tone
  • line 2 indicates outgoing call

blind transfer via speedial (T000056)

  • line1 is in conversation
  • receptionist click on one of the speedial
  • caller hears the ringing tone
  • line1 is idle
  • call is added in the list of supervised call

camp-on transfer via speedial (T000057)

  • line1 is in conversation
  • receptionist click on CAMPON
  • receptionist click on one of the speedial
  • caller hears the ringing tone
  • line1 is idle
  • call is added in the list of supervised call

directed park via speedial (T000059)

  • line1 is in conversation
  • receptionist click on DIRPARK
  • receptionist click on one of the speedial
  • caller hears the ringing tone
  • line1 is idle
  • call is added in the list of supervised call

Directory

Directory column configuration

  • Right click on the directory column title
  • Available columns are: first name, last name, company, extension, status, phone 1, phone 2, mobile, mail, user1, ..., user 10
  • Select the the column to be displayed

Directory search field configuration

  • click on CONFIGURE button
  • select directory tab
  • tick in the search fields to be activated
  • click Apply and close the configuration Window
  • the selected search field now appears in the directory

Outlook integration

  • click on CONFIGURE button
  • select directory tab
  • configure outlook integration settings

Autodial activation

  • click on CONFIGURE button
  • select directory tab
  • Select 'Auto-dial on single search result'

Search in main search field (T000060)

  • enter a number or a name in the main search field of the directory
  • check that you can search simultaneously on any field of the directory

Search by first name (T000061)

  • enter a a name in the first name search field of the directory
  • check that you can find a person based on its first name

Search by last name (T000062)

  • enter a a name in the last name search field of the directory
  • check that you can find a person based on its last name

Search by Company (T000063)

  • enter a a name in the company search field of the directory
  • check that you can find a person based on its company

Search by extension (T000064)

  • enter a a number in the phone number search field of the directory
  • check that you can find a person based on its phone number

Dial an internal extension via the directory (T000065)

  • enter an internal extension in the main search field of the directory
  • the directory highlights a unique entry
  • the net.Console auto-dial this number
  • line1 indicates outgoing call

Dial a mobile phone number via the directory (T000066)

  • click on a mobile phone in the directory

Attended transfer via directory (T000067)

  • line1 is on hold
  • receptionist enter an extension in the main search field of the directory
  • net.Console auto-dial the number
  • line2 indicates outgoing call

Blind transfer via directory (T000068)

  • line1 is in conversation
  • receptionist enter an extension in the main search field of the directory
  • net.Console auto-transfer the call to the extension
  • caller hears the ringing tone
  • line1 is idle

Camp-on via directory (T000069)

  • line1 is in conversation
  • receptionist click CAMPON
  • receptionist enter an extension in the main search field of the directory
  • net.Console auto-camp the call on the number
  • caller hears the ringing tone
  • line1 is idle

Directed park via directory (T000070)

  • line1 is in conversation
  • receptionist click DIRPARK
  • receptionist enter an extension in the main search field of the directory
  • net.Console auto-park the call for the number
  • caller hears the music on hold
  • line1 is idle

Auto cleaning after clicking ACCEPT

  • The net.Console is Idle a the directory search field still shows the previous search result
  • The phone starts ringing and the receptionist click on ACCEPT
  • The search field in the directory is cleaned up

Auto-cleaning after clicking TAKEBACK

  • The net.Console is Idle a the directory search field still shows the previous search result
  • The phone starts ringing and the receptionist click on TAKEBACK
  • The search field in the directory is cleaned up

Auto-cleaning when starting looking up for an alternative destination

  • The receptionist initiates an attended transfer and then click on HANGUP to close the line2
  • The net.Console is onHold and still shows the result of the previous search
  • The receptionist enters an alternative destination number
  • The focus is put automatically on the search field and the previous result is cleared up

Phone status [new in 3.4]

ALERT! The icons for the busy-internal and busy-external have been modified in the version 3.4 in order to be more visible for the receptionist. The behaviour of the phone status itself have not been modified.

The phone Icon will be overlapped with the following status icon depending of the exact status:
  • busy-internal: busy-internal.png
  • busy-external: busy-external.png

Busy internal of the primary (resp. secondary) phone on the local SOP

  • Make an internal call from a phone registered on the same SOP than the net.Console
  • Check in the directory that the associated extension shows the primary (resp. secondary) phone as busy-internal

Busy external of the primary (resp. secondary) phone on the local SOP

  • Make an external call from a phone registered on the same SOP than the net.Console
  • Check in the directory that the associated extension shows the primary (resp. secondary) phone as busy-external

Busy internal of the primary (resp. secondary) phone on a remote SOP

  • Make an internal call from a phone registered on the another SOP than the net.Console in the same cluster
  • Check in the directory that the associated extension shows the primary (resp. secondary) phone as busy-internal

Busy external of the primary (resp. secondary) phone on a remote SOP

  • Make an internal call from a phone registered on the another SOP than the net.Console in the same cluster
  • Check in the directory that the associated extension shows the primary (resp. secondary) phone as busy-external

Keyboard shortcuts

Default shortcuts (T000071)

The configuration file is the following \.escaux\netconsole3\conf\shortcuts.config Here after a snapshot of the proposed keyboard shortcuts:

Basic telephony (T000072)

  • line1 indicates new incoming
  • press ENTER
  • call is accepted
  • press ENTER
  • call is on hold
  • press enter
  • call is in conversation

Call parking (T000073)

  • line1 indicates conversation/on hold
  • press F7
  • enter a park note and press ENTER
  • call is parked

Blind transfer (T000074)

  • line1 is in conversation
  • enter a internal number
  • the number is found in the directory and auto-dialed
  • call is transferred

Attended transfer (T000075)

  • line1 is in conversation
  • press ENTER
  • call is on hold
  • enter an internal number
  • the number is found in the directory and auto-dialed
  • line2 indicates outgoing call
  • consulted party answer the call
  • line2 is in conversation
  • press ENTER
  • the call is transferred

Chained call (T000076)

  • line1 is in conversation
  • press ENTER
  • call is on hold
  • enter an internal number
  • the number is found in the directory and auto-dialed
  • line2 indicates outgoing call
  • consulted party answer the call
  • line2 is in conversation
  • press F9
  • the calls are chained

CampOn (T000077)

  • line1 is in conversation
  • press F10
  • netConsole state is initCamp
  • enter a number to dial
  • press ALT+ENTER if call not auto-camped
  • the call camps on the internal number

Directed Park (T000078)

  • line1 is in conversation
  • press F10
  • netConsole state is initCamp
  • enter an internal number
  • the number is found in the directory and auto-dialed
  • the call camps on the internal number

Takeback (T000079)

  • receptionist select one of the supervised call
  • receptionist click F5
  • call is taken back

Call coupling (T000080)

  • line1 is in conversation
  • receptionist select one of the supervised call
  • receptionist click F6
  • call are coupled

Dial (T000081)

  • line1 is idle
  • enter an internal number
  • the number is found in the directory and auto-dialed
  • line1 indicates outgoing call

Web Application integration

Web application are to be configured on SMP > Resource > Desktop Applications > WCEXXXX > Application tabs. The url can contain resolvable parameter. Refer to the resource documentation for more information.

Empty Application tab URL (T000082)

  • leave application tab URL empty in the net.Console resource on SMP
  • do apply-change on SMP
  • restart net.Console
  • embedded browser shows a blank page

Directory and callendar WEB application integration (T000083)

  • enter application tab URL to access your callendar application in the net.Console resource on SMP
  • do apply-change on SMP
  • restart net.Console
  • search for a contact in the directory
  • when the entry is highlighted, the browser update the current web page with calendar of the person

Takeback and callendar WEB application integration (T000084)

  • configure Web application as in 13.2
  • Takeback a call in the list of supervised calls
  • The callendar shows the callendar of the consulted person (directed park, blind transfer, camp on)

CRM Web application integration (T000085)

  • enter application tab URL to access your CRM in the net.Console resource on SMP
  • do apply-change on SMP
  • restart net.Console
  • call the general reception number from a phone whose caller ID is defined in the CRM
  • line1 indicates incoming call
  • the browser shows the contact information of the caller

Supervision timeout and callendar WEB application integration

  • configure Web application as in 13.2
  • wait for a call in the list of supervised calls to time out
  • the receptionist phone is ringing
  • The callendar shows the callendar of the consulted person (directed park, blind transfer, camp on)

Startup URL

  • enter the startup URL to be displayed by the net.Console at startup in the net.Console resource on SMP
  • do apply-change on SMP
  • restart net.Console
  • net.Console displays the startup URL

Presence

Phone status on net.Console startup (T000086)

  • from an internal extension, call another extension
  • start net.Console
  • search in the directory for the two extensions
  • phone status indicates busy

Phone status change notification (T000087)

  • search in the directory for an internal extension
  • pickup any phone and call that extension
  • the phone status is updated in the directory

Extension status and custom message on net.Console startup (T000088)

  • start net.Console
  • extensions' status are correct

Extension status change notification (T000089)

  • change the status of an extension via the API or a net.Application
  • the status of this extension is updated

Phone registration on net.Console startup (T000096)

  • start net.Console
  • Phone's registration status are correct

Phone registration change notification (T000097)

  • stop the phone of an extension
  • the phone is greyed out in the internal directory
  • start the phone
  • the phone is enabled in the directory

Outgoing external call indication

  • From any phone call an external number
  • The phone is indicated as busy-external

Incoming external call indication

  • Call the DDI number of an internal extension
  • The phone is indicated as busy-external

Call supervision and Queued call counter [new in 3.4]

ALERT! The queued call counter in version 3.4 has been changed. In the net.Console 3.2 and 3.3, the number of queued calls displayed on the queue icon did not include the call ringing on a phone. The behaviour is now restored as it was for net.Console 3.1 : new call ringing on a phone stay in the queue counter. Also calls in the supervision area are now kept in this area while the phone is ringing. Note nevertheless that the takeback or coupling of ringing calls shown in this area is not possible.

Counter of call in the General Queue [new in 3.4]

  • Call the general reception number
  • The receptionist's phone is ringing
  • The number of queue call in the general queue shows '1'

Direct call to receptionist [new in 3.4]

  • net.Console state is Idle
  • from any phone call the receptionist extension
  • from another phone call again the receptionist phone
  • the first call makes ring line1 of the net.Console
  • the first call appears in the personal queue supervision area with an icon 'ringing'
  • the second call appears in the personal queue supervision area with an icon 'queue'
  • the queue counter of the personal queue shows '2'
  • the receptionist selects the ringing call
  • the takeback button and couple button are disabled
  • The receptionist clicks on ACCEPT
  • The receptionist clicks on HANGUP

Takeback from personal queue

  • net.Console state is NewIncoming
  • two calls are waiting in the personal queue
  • receptionist select a call in the personal queue
  • receptionist click TAKEBACK
  • line1 is in conversation with selected call
  • the number of calls in the personal queue is decremented by one
  • the call in line1 has been sent back to the personal queue

Coupling with call in personal queue

  • net.Console state is Conversation
  • calls are waiting in the personal queue
  • receptionist select a call in the personal queue
  • receptionist click COUPLE
  • caller is in conversation with selected call
  • the number of calls in the personal queue is decremented by one

Searching for a parked call

  • Tick in 'show all supervised calls'
  • Park a call
  • Search for any field of a parked call

Searching for a call in the personal queue

  • Tick in 'show all supervised calls'
  • Place a call in to the personal extension of the receptionist
  • Search for any field of a parked call

Showing who is waiting in the general queue

  • Go in the configuration panel, selects the 'General' tab and set 'show General queue' to 'In the personal queue'
  • Click OK
  • Call the general queue and check that the calls in the general queue are now visible in the personal queue

External number

Dial an external number (T000013)

  • net.Console state is Idle
  • receptionist dial an external extension
  • receptionist hear a ringing tone
  • net.Console state is NewOutgoing
  • ringing added in 'action history'

Blind transfer to an external number

  • net.Console state is Idle
  • click on the dial field
  • enter a external number
  • click ENTER
  • caller hears the ringing tone
  • call is added in the list of supervised call
  • call is answered by the external number
  • call is removed from the list of supervised call

Attended transfer to an external number

  • net.Console state is OnHold
  • click on the dial field
  • enter a external number
  • click ENTER
  • line2 indicates outgoing call

Administration

X700/X900 resource configuration

  • modify any parameter on the X700/X900 resource on the SMP
  • do an apply change on the SMP
  • restart net.Console
  • the parameters are taken into account

Adding a new receptionist

  • add a new receptionist in the smp
  • check that you can start the net.Console with the new account

Removing a receptionist

  • remove a receptionist from the smp
  • check that the account cannot be used anymore

Receptionist overview

Receptionist overview

  • click on the receptionist overview tab
  • all the logged in receptionist are displayed

Handset/headset control

This feature is deprecated. You should always use the net.Console in handset mode.

net.Console continue to support the headset but you cannot choose to receive calls on the handset or headset through the net.Console.

If you want to use a headset, you have 2 options : 1°) Connect the headset in the handset connector of the phone 2°) If you use a Polycom phone, you can configure the phone in headset mode through the phone menu and connect the headset in the headset port

Documentation on how to setup and configure Plantronics headsets with Polycom phones : PhonesHeadsetsConnection

Call history

The call history provides the following columns:
  • Date: The date and time at which the receptionist's phone started ringing
  • Duration: The total amount of time the call spent on the receptionist's phone
  • Disposition: The type of call. It can be either 'missed', 'received' or 'placed'
    • table_history_received.png Received: Indicates a call ringing on the receptionist's phone which has been answered
    • table_history_called.png Placed: Indicates a call dialed on the receptionist's phone. It can be answered or not.
    • table_history_missed.png Missed: Indicates a call ringing on the receptionist's phone which has not been answered

  • Contact: The name and the number of the remote party
  • Operation: The last operation done by the receptionist after has been answered by the receptionist. The Last Operation is reset if a call return to a receptionist after an unsuccessful transfer
  • Note: Last note marked on the call. If the call is returning to the receptionist after an unsuccessful call transfer, the note is preserved so that the different calls on the phone can be correlated.
  • Login: Login used by the receptionist
  • Extension: extension of the reception desk

Call history display customization

  • Click on the Call History tab
  • Right click on the title bar
  • Tick in the column to be shown and press OK
  • Move and resize the columns
  • Click on the top Date column in order to change the ordering
  • Restart the net.Console and check that the settings are kept

Basic calls

Accept

  • The receptionist's phone is ringing
  • The receptionist clicks on ACCEPT
  • The caller abandon the call
  • The following information are shown in the call history:
    • Duration: Time spent on the receptionist's phone
    • Operation: ACCEPT
    • Note: Empty
    • Disposition: Received

Hold

  • The receptionist's phone is ringing
  • The receptionist clicks on ACCEPT
  • The receptionist clicks on HOLD
  • The caller abandon the call
  • The following information are shown in the call history:
    • Duration: Time spent on the receptionist's phone
    • Operation: HOLD
    • Note: Empty
    • Disposition: Received

Unhold

  • The receptionist's phone is ringing
  • The receptionist clicks on ACCEPT
  • The receptionist clicks on HOLD
  • The receptionist clicks on UNHOLD
  • The caller abandon the call
  • The following information are shown in the call history:
    • Duration: Time spent on the receptionist's phone
    • Operation: UNHOLD
    • Note: Empty
    • Disposition: Received

Hangup

  • The receptionist's phone is ringing
  • The receptionist clicks on ACCEPT
  • The receptionist clicks on HOLD
  • The receptionist clicks on UNHOLD
  • The receptionist clicks on HANGUP
  • The caller abandon the call
  • The following information are shown in the call history:
    • Duration: Time spent on the receptionist's phone
    • Operation: HANGUP
    • Note: Empty
    • Disposition: Received

Missed call

  • The receptionist's phone is ringing
  • The caller abandon the call
  • The following information are shown in the call history:
    • Duration: Time spent by on the receptionist's phone
    • Operation: Empty
    • Note: Empty
    • Disposition: Missed

Pause and reject

  • The receptionist's phone is ringing
  • The receptionist clicks on PAUSE
  • The receptionist clicks on REJECT
  • One extra call entry is shown in the call history:
    • Duration: Time spent on the receptionist's phone
    • Operation: REJECT
    • Note: Empty
    • Disposition: Missed

Call re-offered

  • The receptionist's phone is ringing
  • The receptionist clicks on REJECT
  • The queue re-offers the call to the receptionist
  • The receptionist's phone is ringing
  • The receptionist clicks on ACCEPT
  • The receptionist clicks on HANGUP
  • Two extra call entries are shown in the call history:
    • call1:
      • Duration: Time spent on the receptionist's phone during the first call offer
      • Operation: REJECT
      • Note: Empty
      • Disposition: Missed
    • call2:
      • Duration: Time spent on the receptionist's phone during the second call offer
      • Operation: HANGUP
      • Note: Empty
      • Disposition: Received

Call offer timeout

  • The receptionist's phone is ringing
  • The receptionist clicks on REJECT
  • The queue re-offers the call to the receptionist
  • The receptionist's phone is ringing
  • The receptionist clicks on ACCEPT
  • The receptionist clicks on HANGUP
  • Two extra call entries are shown in the call history:
    • call1:
      • Duration: Time spent on the receptionist's phone during the first call offer
      • Operation: REJECT
      • Note: Empty
      • Disposition: Missed
    • call2:
      • Duration: Time spent on the receptionist's phone during the second call offer
      • Operation: HANGUP
      • Note: Empty
      • Disposition: Received

No call offer

  • The receptionist clicks on PAUSE
  • The call enters the queue
  • The call is not offered
  • The are no extra call entry in the call history

Parked Call

Caller abandon in the supervision area

  • The receptionist's phone is ringing
  • The receptionist clicks on ACCEPT
  • The receptionist clicks on PARK and enter a park-note
  • The caller abandons the call while in the supervision area
  • One extra call entries is shown in the call history:
    • Duration: Time spent on the receptionist's phone
    • Operation: PARK
    • Note: park-note
    • Disposition: Received

Supervision timeout

  • The receptionist's phone is ringing
  • The receptionist clicks on ACCEPT
  • The receptionist clicks on PARK and enter a park-note
  • The call is re-offered to the receptionist
  • The receptionist's phone is ringing
  • The caller abandons the call while the phone is ringing
  • Two extra call entries are shown in the call history:
    • Call 1:
      • Duration: Time spent on the receptionist's phone during the first call offer
      • Operation: PARK
      • Note: park-note
      • Disposition: Received
    • Call 2:
      • Duration: Time spent on the receptionist's phone during the second call offer
      • Operation: Empty
      • Note: park-note
      • Disposition: Missed

Call coupling

  • The receptionist's phone is ringing
  • The receptionist clicks on ACCEPT
  • The receptionist clicks on PARK and enter a park-note
  • A second call is offered to the receptionist
  • The receptionist's phone is ringing
  • The caller abandons the call while the phone is ringing
  • The receptionist clicks on ACCEPT
  • The receptionist selects the firs call in the supervision area and clicks on COUPLE
  • Two extra call entries are shown in the call history:
    • Call 1:
      • Duration: Time spent on the receptionist's phone during the first call offer
      • Operation: PARK
      • Note: park-note
      • Disposition: Received
    • Call 2:
      • Duration: Time spent on the receptionist's phone during the second call offer
      • Operation: COUPLE
      • Note: Contact information of the first call
      • Disposition: Received

Takeback

  • The receptionist's phone is ringing
  • The receptionist clicks on ACCEPT
  • The receptionist clicks on PARK and enter a park-note
  • The receptionist selects the firs call in the supervision area and clicks on TAKEBACK
  • The caller abandons the call
  • Two extra call entries are shown in the call history:
    • Call 1:
      • Duration: Time spent on the receptionist's phone during the first call offer
      • Operation: PARK
      • Note: park-note
      • Disposition: Received
    • Call 2:
      • Duration: Time spent on the receptionist's phone after the takeback
      • Operation: TAKEBACK
      • Note: park-note
      • Disposition: Received

Dirpark

Caller abandon in the supervision area

  • The receptionist's phone is ringing
  • The receptionist clicks on ACCEPT
  • The receptionist clicks on DIRPARK, selects a entry in the directory and presses ENTER
  • The caller abandons the call while in the supervision area
  • One extra call entries is shown in the call history:
    • Duration: Time spent on the receptionist's phone
    • Operation: DIRPARK
    • Note: Contact information of the line selected in the directory
    • Disposition: Received

Supervision timeout

  • The receptionist's phone is ringing
  • The receptionist clicks on ACCEPT
  • The receptionist clicks on DIRPARK, selects a entry in the directory and presses ENTER
  • The call is re-offered to the receptionist
  • The receptionist's phone is ringing
  • The caller abandons the call while the phone is ringing
  • Two extra call entries are shown in the call history:
    • Call 1:
      • Duration: Time spent on the receptionist's phone during the first call offer
      • Operation: DIRPARK
      • Note: Contact information of the line selected in the directory
      • Disposition: Received
    • Call 2:
      • Duration: Time spent on the receptionist's phone during the second call offer
      • Operation: Empty
      • Note: Contact information of the line selected in the directory
      • Disposition: Missed

Directed call park retrieve

  • The receptionist's phone is ringing
  • The receptionist clicks on ACCEPT
  • The receptionist clicks on DIRPARK, selects a entry in the directory and presses ENTER
  • The call is retrieved
  • One extra call entries is shown in the call history:
    • Duration: Time spent on the receptionist's phone
    • Operation: DIRPARK
    • Note: Contact information of the line selected in the directory
    • Disposition: Received

Call coupling

  • The receptionist's phone is ringing
  • The receptionist clicks on ACCEPT
  • The receptionist clicks on DIRPARK, selects a entry in the directory and presses ENTER
  • A second call is offered to the receptionist
  • The receptionist's phone is ringing
  • The caller abandons the call while the phone is ringing
  • The receptionist clicks on ACCEPT
  • The receptionist selects the firs call in the supervision area and clicks on COUPLE
  • Two extra call entries are shown in the call history:
    • Call 1:
      • Duration: Time spent on the receptionist's phone during the first call offer
      • Operation: DIRPARK
      • Note: Contact information of the line selected in the directory
      • Disposition: Received
    • Call 2:
      • Duration: Time spent on the receptionist's phone during the second call offer
      • Operation: COUPLE
      • Note: Contact information of the first call
      • Disposition: Received

Takeback

  • The receptionist's phone is ringing
  • The receptionist clicks on ACCEPT
  • The receptionist clicks on DIRPARK, selects a entry in the directory and presses ENTER
  • The receptionist selects the firs call in the supervision area and clicks on TAKEBACK
  • The caller abandons the call
  • Two extra call entries are shown in the call history:
    • Call 1:
      • Duration: Time spent on the receptionist's phone during the first call offer
      • Operation: DIRPARK
      • Note: Contact information of the line selected in the directory
      • Disposition: Received
    • Call 2:
      • Duration: Time spent on the receptionist's phone after the takeback
      • Operation: TAKEBACK
      • Note: Contact information of the line selected in the directory
      • Disposition: Received

Blind transfer

Caller abandon in the supervision area

  • The receptionist's phone is ringing
  • The receptionist clicks on ACCEPT
  • The receptionist selects a entry in the directory and presses ENTER
  • The caller abandons the call while in the supervision area
  • One extra call entries is shown in the call history:
    • Duration: Time spent on the receptionist's phone
    • Operation: BLIND_TRANSFER
    • Note: Contact information of the line selected in the directory
    • Disposition: Received

Supervision timeout

  • The receptionist's phone is ringing
  • The receptionist clicks on ACCEPT
  • The receptionist selects a entry in the directory and presses ENTER
  • The call is re-offered to the receptionist
  • The receptionist's phone is ringing
  • The caller abandons the call while the phone is ringing
  • Two extra call entries are shown in the call history:
    • Call 1:
      • Duration: Time spent on the receptionist's phone during the first call offer
      • Operation: BLIND_TRANSFER
      • Note: Contact information of the line selected in the directory
      • Disposition: Received
    • Call 2:
      • Duration: Time spent on the receptionist's phone during the second call offer
      • Operation: Empty
      • Note: Contact information of the line selected in the directory
      • Disposition: Missed

Successful blind transfer

  • The receptionist's phone is ringing
  • The receptionist clicks on ACCEPT
  • The receptionist selects a entry in the directory and presses ENTER
  • The caller is answered
  • One extra call entries is shown in the call history:
    • Duration: Time spent on the receptionist's phone
    • Operation: BLIND_TRANSFER
    • Note: Contact information of the line selected in the directory
    • Disposition: Received

Blind transfer to a busy destination

  • The receptionist's phone is ringing
  • The receptionist clicks on ACCEPT
  • The receptionist selects a entry in the directory and presses ENTER
  • The destination is busy
  • The receptionist clicks on UNHOLD
  • The receptionist clicks on HANGUP
  • One extra call entries is shown in the call history:
    • Duration: Time spent on the receptionist's phone
    • Operation: HANGUP
    • Note: Contact information of the line selected in the directory
    • Disposition: Received

Blind transfer to a congested destination

  • The receptionist's phone is ringing
  • The receptionist clicks on ACCEPT
  • The receptionist selects a entry in the directory and presses ENTER
  • The destination is congested
  • The receptionist clicks on UNHOLD
  • The receptionist clicks on HANGUP
  • One extra call entries is shown in the call history:
    • Duration: Time spent on the receptionist's phone
    • Operation: HANGUP
    • Note: Contact information of the line selected in the directory
    • Disposition: Received

Takeback

  • The receptionist's phone is ringing
  • The receptionist clicks on ACCEPT
  • The receptionist selects a entry in the directory and presses ENTER
  • The receptionist selects the firs call in the supervision area and clicks on TAKEBACK
  • The caller abandons the call
  • Two extra call entries are shown in the call history:
    • Call 1:
      • Duration: Time spent on the receptionist's phone during the first call offer
      • Operation: BLIND_TRANSFER
      • Note: Contact information of the line selected in the directory
      • Disposition: Received
    • Call 2:
      • Duration: Time spent on the receptionist's phone after the takeback
      • Operation: TAKEBACK
      • Note: Contact information of the line selected in the directory
      • Disposition: Received

Attended transfer

Successful attended transfer

  • The receptionist's phone is ringing
  • The receptionist clicks on ACCEPT
  • The receptionist clicks on HOLD
  • The receptionist selects a entry in the directory and presses ENTER
  • The caller is answered
  • The receptionist clicks on TRANSFER
  • One extra call entries is shown in the call history:
    • Duration: Time spent on the receptionist's phone
    • Operation: TRANSFER
    • Note: Contact information of the line selected in the directory
    • Disposition: Received

Attended transfer to a busy destination

  • The receptionist's phone is ringing
  • The receptionist clicks on ACCEPT
  • The receptionist clicks on HOLD
  • The receptionist selects a entry in the directory and presses ENTER
  • The destination is busy
  • The receptionist clicks on UNHOLD
  • The receptionist clicks on HANGUP
  • One extra call entries is shown in the call history:
    • Duration: Time spent on the receptionist's phone
    • Operation: HANGUP
    • Note: Contact information of the line selected in the directory
    • Disposition: Received

Attended transfer to a congested destination

  • The receptionist's phone is ringing
  • The receptionist clicks on ACCEPT
  • The receptionist clicks on HOLD
  • The receptionist selects a entry in the directory and presses ENTER
  • The destination is congested
  • The receptionist clicks on UNHOLD
  • The receptionist clicks on HANGUP
  • One extra call entries is shown in the call history:
    • Duration: Time spent on the receptionist's phone
    • Operation: HANGUP
    • Note: Contact information of the line selected in the directory
    • Disposition: Received

Attended transfer cancelled

  • The receptionist's phone is ringing
  • The receptionist clicks on ACCEPT
  • The receptionist clicks on HOLD
  • The receptionist selects a entry in the directory and presses ENTER
  • The call is ringing on LINE2
  • The receptionist clicks on CANCEL
  • The receptionist clicks on UNHOLD
  • The receptionist clicks on HANGUP
  • One extra call entries is shown in the call history:
    • Duration: Time spent on the receptionist's phone
    • Operation: HANGUP
    • Note: Contact information of the line selected in the directory
    • Disposition: Received

Attended transfer abandoned

  • The receptionist's phone is ringing
  • The receptionist clicks on ACCEPT
  • The receptionist clicks on HOLD
  • The receptionist selects a entry in the directory and presses ENTER
  • The call is ringing on LINE2
  • The caller on LINE1 abandons the call
  • The LINE2 is shown on LINE1
  • The receptionist clicks on CANCEL
  • One extra call entries is shown in the call history:
    • Duration: Time spent on the receptionist's phone
    • Operation: DIAL
    • Note: Contact information of the line selected in the directory
    • Disposition: Received

Chained call

The tests are similar to the ones of the attended transfer.

Campon

The tests are similar to the ones of the blind transfer

Placed call

Successful outgoing call

  • The receptionist selects a entry in the directory and presses ENTER
  • The called answers the call
  • The called hangs up the call
  • One extra call entries is shown in the call history:
    • Duration: Time spent on the receptionist's phone
    • Operation: DIAL
    • Note: Empty
    • Contact: Contact information of the line selected in the directory
    • Disposition: Placed

Outgoing call to a busy destination

  • The receptionist selects a entry in the directory and presses ENTER
  • The destination is busy
  • One extra call entries is shown in the call history:
    • Duration: Time spent on the receptionist's phone
    • Operation: DIAL
    • Note: Empty
    • Contact: Contact information of the line selected in the directory
    • Disposition: Placed

Outgoing call to a congested destination

  • The receptionist selects a entry in the directory and presses ENTER
  • The destination is congested
  • One extra call entries is shown in the call history:
    • Duration: Time spent on the receptionist's phone
    • Operation: DIAL
    • Note: Empty
    • Contact: Contact information of the line selected in the directory
    • Disposition: Placed

Dual seizure

Outgoing call while the phone is ringing

  • The receptionist's phone is ringing
  • The receptionist selects a entry in the directory and presses ENTER
  • The first call is pushed back to the queue
  • The second call is answered
  • The called hangs up the call
  • The first call is re-offered to the receptionist
  • The receptionist's phone is ringing
  • The receptionist clicks on ACCEPT
  • The receptionist clicks on HANGUP
  • Three extra call entries are shown in the call history:
    • Call 1:
      • Duration: Time spent on the receptionist's phone during the first call offer
      • Operation: REJECT
      • Note: Empty
      • Disposition: Received
    • Call 2:
      • Duration: Time spent on the receptionist's phone of the placed call
      • Operation: DIAL
      • Note: Empty
      • Contact: Contact information of the line selected in the directory
      • Disposition: Placed
    • Call 3:
      • Duration: Time spent on the receptionist's phone during the second offer
      • Operation: HANGUP
      • Note: Empty
      • Disposition: Received

Takeback while the phone is ringing

  • The receptionist's phone is ringing
  • The receptionist clicks on ACCEPT
  • The receptionist clicks on PARK and enters a park-note
  • A second call is ringing on the receptionist's phone
  • The receptionist selects the parked call in the supervision area and clicks on TAKEBACK
  • The second call is pushed back on the queue
  • The caller hangs up the call
  • The first call is re-offered to the receptionist
  • The receptionist's phone is ringing
  • The receptionist clicks on ACCEPT
  • The receptionist clicks on HANGUP
  • Three extra call entries are shown in the call history:
    • Call 1:
      • Duration: Time spent on the receptionist's phone during the first call offer
      • Operation: PARK
      • Note: park-note
      • Disposition: Received
    • Call 2:
      • Duration: Time spent on the receptionist's phone during the second call offer
      • Operation: REJECT
      • Note: Empty
      • Disposition: Missed
    • Call 3:
      • Duration: Time spent on the receptionist's phone after the takeback
      • Operation: TAKEBACK
      • Note: park-note
      • Disposition: Received
    • Call 4:
      • Duration: Time spent on the receptionist's phone after third call offer
      • Operation: HANGUP
      • Note: Empty
      • Disposition: Received

Search by name

  • The receptionist enters the name of someone in the call history's search field
  • The calls with the name of the person in the contact or the note column are shown

Search by number

  • The receptionist enters the number of someone in the call history's search field
  • The calls with the name of the person in the contact or the note column are shown

Search by date

  • The receptionist enters a date in the call history's search field
  • The calls with the give date are shown

Search by operation

  • The receptionist enters operation in the call history's search field
  • The calls with the last operation matching the given operation are shown

Voicemail

New voicemail notification

  • In the X.700/X.900 application add the general reception extension in the list of voicemail
  • Do an apply-change
  • Restart the net.Console
  • Leave a message in the mailbox of the general reception
  • After few minute the message is listed in the voicemail tab

Voicemail listening

  • Click on the message
  • You can hear the recorded message via the phone

Voicemail archiving

  • Click on the 'save' button next to the message
  • Click on 'Old'
  • The message has been archived

Voicemail deletion

  • Click on the 'delete' button next to the message
  • The message has been removed from the 'Inbox' and the 'Old' boxes

Outlook integration

  • Install outlook on your PC
  • At startup the net.console attaches to the local outlook in order to import its contacts in the directory
  • Outlook shows a popup in order to allow the net.Console to retrieve the contatcs
  • The contacts are properly imported in the net.Console directory

External contacts

  • Configure the Unified Communication Model and install the module
  • Wait in order to get the synchronization cron job executed and teh external contacts imported in the SOP DB
  • Starts the net.Console and checks that the conatcs are present and properly merged

Pickup

Pickup between net.Consoles [new in 3.4]

  • Ring strategy in General Queue is set to "ring all".
  • Receptionist A is not at her desk (away),
  • Receptionist B is in Conversation
  • A new call comes in the queue, it rings at the receptionist A only since the other phone is busy.
  • Receptionist B take the next incoming call by using group pick up.
  • The call should be gone from receptionist A.
  • Reception B should be in conversation with the caller.

Active-Standby redundant net.Console acceptance test

This is based in the High-availability module. There is nothing specific to the net.Console in this type of SOP configuration.

Switch to the clone

  • Start a net.Console and log in
  • Put the master in standby
  • Put the clone in active
  • The net.Console reconnects to the clone and is now in logged out state
  • Log in and call the reception
  • Accept the call
  • Hangup the call

Switch to the master

  • Start a net.Console and log in
  • Put the clone in standby
  • Put the master in active
  • The net.Console reconnects to the master and is now in logged out state
  • Log in and call the reception
  • Accept the call
  • Hangup the call

Active-Active redudant net.Console acceptance test

The net.Console redudancy is based on the Escaux active-active architecture which provides an implementation of active hot-standby redundancy scheme where a secondary SOP is always ready to take over the incoming traffic. The active-active is only supported for the net.Console X700.

The main aspects are the following:
  • each receptionist's phone is registered on two SOPs (SOP1 and SOP2)
  • each net.Console application opens a session with both SOPs
  • each extension (general reception and receptionist personal extension) is configured with a primary and secondary SOP in the directory entry
  • the Escaux intra-cluster routing takes care to route the call first to the primary SOP and, if congested, to the secondary SOP
  • a call to the general reception or to the recepionist is rejected with a congestion release cause if none of the net.Console is in an acceptable state. The cause can be at different level:
    • problem detected inside the SOP
    • problem to reach the net.Console applications
    • problem inside the net.Console application
  • each net.Console application is active on one SOP and passive(hot-standby) on the other sop:
    • Calls on the active SOP are processed normally
    • Calls on the passive SOP are queued on the SOP and notification is posted to the receptionist to indicate the activation of the failover
  • an extra button (SWITCH) in the net.Console application enables to switch to the passive SOP

Desktop application installation

installation from SOP1

  • Download the msi-file from SOP1
  • Install and start the application from SOP1
  • net.Console is Active on SOP1 and Passive one SOP2

installation from SOP2

  • Download the msi-file from SOP2
  • Install and start the application from SOP2
  • net.Console is Active on SOP1 and Passive one SOP2

Active-active Queue management

GUI start

  • Start net.Console GUI
  • Receptionist enters login and password
  • net.Console state is LOGGEDOUT on SOP1 and PASSIVE on SOP2
  • Receptionist's phone is not added to any queue

Login

  • receptionist click LOGIN
  • receptionist phone is added to queue on both SOP1 and SOP2
  • receptionist is paused in the general queue on both SOP1 and SOP2
  • receptionist is unpaused in the personal queue on SOP1 and paused on SOP2

Unpause

  • receptionist click UNPAUSE
  • receptionist is unpaused in the general queue and personal queue on SOP1 and paused on SOP2

Pause

  • receptionist click PAUSE
  • receptionist is paused in the general queue and personal queue on both SOP1 and SOP2

Logout

  • receptionist click LOGOUT
  • receptionist phone is removed from queues on both SOP1 and SOP2

close application

  • receptionist phone is removed from queues on both SOP1 and SOP2
  • both net.Console state are reset

Failover

Network failure with SOP1 while Ilde

  • net.Console is Idle on SOP1 and Passive on SOP2
  • disconnect ethernet cable from SOP1
  • call the general reception number
  • call is received on SOP2
  • a window pops up indicating that the net.Console should switch to SOP2
  • receptionist clicks on OK
  • receptionist clicks on SWITCH
  • the net.Console sync its state with SOP2
  • the receptionist phone starts ringing
  • line1 indicates incoming calls
  • check that the new call history are received

Network failure with SOP1 while in Conversation on SOP1

  • net.Console state is Conversation on SOP1 and Passive on SOP2
  • disconnect ethernet cable from SOP1
  • call the general reception number
  • call is received on SOP2
  • a window pops up indicating that the net.Console should switch to SOP2
  • receptionist clicks on OK
  • receptionist clicks on SWITCH
  • the net.Console sync its state with SOP2
  • the receptionist phone starts ringing
  • line1 indicates incoming calls
  • check that the new call history are received

Network on SOP1 while while in ATConversation on SOP1

  • net.Console state is ATConversation on SOP1 and Passive on SOP2
  • disconnect ethernet cable from SOP1
  • callthe general reception number
  • Call is received on SOP2
  • a window pops up indicating that the net.Console should switch to SOP2
  • receptionist clicks on OK
  • receptionist clicks on SWITCH
  • the net.Console sync its state with SOP2
  • the receptionist phone starts ringing
  • line1 indicates incoming calls
  • check that the new call history are received

Failover after SOP1 power off

  • net.Console state is ATConversation on SOP1 and PASSIVE on SOP2
  • Shut down SOP1
  • External call to the general reception number
  • Call is received on SOP2
  • a window pops up indicating that the net.Console should switch to SOP2
  • receptionist clicks on OK
  • receptionist clicks on SWITCH
  • the net.Console sync its state with SOP2
  • the receptionist phone starts ringing
  • line1 indicates incoming calls
  • check that the new call history are received

Restart net.Console application while SOP1 is down

  • SOP1 is shut down
  • stop the net.Console
  • net.Console is stopped
  • start the net.Console
  • call the general reception
  • line1 indicates incoming calls

Restart net.Console application while SOP2 is down

  • SOP2 is shut down
  • stop the net.Console
  • net.Console is stopped
  • start the net.Console
  • call the general reception
  • line1 indicates incoming calls

Call handling on SOP2

  • SOP1 is shut down
  • Play the functional acceptance test above on SOP2

. Recovery

When switching to the secondary SOP, the recovery will not be automatic. A manual procedure is to be followed in order to repair and then reactivate the traffic on the primary SOP. The steps to reactivate the traffic on the primary SOP are the following:
  • Identify the cause of the switch-over
  • Restart asterisk via the sop shell
    • Click on Shell > Diagnostic > Telephony > asterisk console
    • In asterisk console type 'restart now'
  • Wait for asterisk reload via the sop shell
    • Click on Shell > Diagnostic > Telephony > asterisk console
    • In asterisk console type 'show queues', check that all the queues are displayed (this makes sure that the reload is complete)
  • Restart the management server (java backend) via the sop shell
    • Click on the Shell > Subsystem > Application Server > stop
    • Click on the Shell > Subsystem > Application Server > start
  • Deactivate the secondary SOP. This will release the STONITH lock on the secondary SOP wich force the primary SOP not to accept any calls. The calls will go on being handled by the Secondary SOP but the Primary can now be activated
    • Click on the Shell of the secondary SOP > Subsystem > Console > Deactivate net.Console controller service
  • Activate the primary SOP. From that point calls will be again accepted on the primary SOP and the net.Console applications will receive a notification of the switch to the primary SOP
    • Click on the Shell of the primary SOP > Subsystem > Console > Activate net.Console controller service
  • Activate the secondary SOP. This will enable the secondary SOP to activate the STONITH lock in case the primary SOP would fail again
    • Click on the Shell of the secondary SOP > Subsystem > Console > Activate net.Console controller service
  • Check the status of the net.Console on the primary SOP. It must be active.
    • Click on the Shell of the primary SOP > Subsystem > Console > netConsole controller service status
  • Check the status of the net.Console on the secondary SOP. It must be active.
    • Click on the Shell of the secondary SOP > Subsystem > Console > netConsole controller service status
  • Logout and restart each net.Console PC client

SOP1 recovery after network outage

  • receptionist has several supervised calls
  • line1 is in conversation
  • reconnect SOP1 ethernet cable
  • Call the general reception
  • SOP1 is completely UP call drops on SOP1 other wise it drops on SOP2
  • receptionist receives an invitation to switch
  • receptionist process all the calls on SOP2
  • receptionist click on SWITCH to confirm the switch to SOP1
  • receptionist phone is ringing
  • line1 indicates new incoming call
  • check that the new call history are received

SOP1 recovery after power off

  • receptionist has several supervised calls
  • line1 is in conversation
  • start SOP1
  • Call the general reception
  • Once SOP1 is completely UP call drops on SOP1 otherwise it drops on SOP2
  • receptionist receives an invitation to switch
  • receptionist process all the calls on SOP2
  • receptionist click on SWITCH to confirm the switch to SOP1
  • receptionist phone is ringing
  • line1 indicates new incoming call
  • check that the new call history are received 3
Copyright © Escaux SA