CA Pro & CA Basic Express

CA Pro & CA Basic Express

Communication Assistant Version4

Introduction

This document explains the CTI applications CA Pro and CA Basic Express, which can be used with TDE and NCP series PBXs, and is composed of the following chapters.

　 Chapter 1 CA Series Overview　 Chapter 2 CA Pro and CA Basic Express Features 　 Chapter 3 Installation

As a result of this course, participants will gain a general understanding of CA Pro and CA Basic Express, as well as learn about the main features and main settings of CA Pro and CA Basic Express.

For further information about feature implementation and specifications, refer to the following manuals.

　 "Quick Reference Guide"

• Microsoft, Internet Explorer, Outlook, Windows, Windows XP, Windows Vista, and Windows 7 are either registered 　 trademarks or trademarks of Microsoft Corporation in the United States and/or other countries.• Intel, Celeron, Pentium, Core 2 Duo are trademarks of Intel Corporation in the U.S. and other countries.• All other trademarks identified here in are the property of their respective owners.• Microsoft product screen shots reprinted with permission from Microsoft Corporation.

Table of Contents (1)

Chapter 1 CA Series Overview 1-1 What is CA ? 1-2 CA Client Lineup 1-3 Useful Features 1-4 IP Softphone Overview 1-5 Features of Each CA Client Mode 1-6 Server Mode Overview 1-7 Pre-installed Activation Keys 1-8 Main Differences Between CA Client Modes

Chapter 2 CA Pro & CA Basic Express Features 2-1 CA Pro/CA Basic Express Overview 2-2 System Specification Differences 2-3 Screen Interface 2-4 Main Operations 2-5 Contact List Area 2-6 Outgoing Call Feature 2-7 Incoming Call Feature 2-8 Call History Feature 2-9 Write Memo Feature 2-10 Chat Feature 2-11 Optional Feature 2-12 Conference Feature

目次

1-7

Table of Contents (2)

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

Chapter 1

CA Series Overview

1-1 What is CA ?

TDE/NCP

Customer

Incoming Call

Outgoing Call

For Agents

For Call Centers

For General Offices

CA is an Application that Allows Unified Communication, etc..

Benefits of Using CA

Improves workflow and efficiency through improved telephone operation.

Operator statistics can be used to understand current communications performanceand to plan future expansion (for call centres, etc.).

CA BasicExpress

CA Pro

1-2 CA Client Lineup

The CA Lineup Consists of the Following 4 Modes.

CA Supervisor

For General OfficesFor Call Centres

(Contact Centres)

CA Operator Console

For Agents(Operator)

The Base of “CA OperatorConsole” and “CA Supervisor”.

This document explain "Server-less mode (PBX mode)" of CA.

TDE/NCP

Customer

Incoming Call

LAN

Simple Image of CA Pro and the PT Operation

Call is received by both the PC and the PT.

PC: CA Pro pops up. PT: Rings.

Call can be answered using CA or the PT.

Conversation takes place using the PT.

1.Incoming Call: Both PC and PT receive the call.

2.Answering: Both CA and PT can answer the call.

3.Talking: Use the PT for talking.

1-3 Useful Features (Linking CA and PT)

Simple Image of CA Pro and IP Softphone Operation

Call is received by CA.

PC: CA Pro pops up.

Call can be answered using CA.

Conversation takes place using the IP Softphone.

TDE/NCP

Customer

Incoming Call

LAN

1.Incoming Call: CA pops up.

2.Answering: CA can answer the call.

Linked to CA

3.Talking: Use the IP Softphone for talking.

1-3 Useful Features (Linking CA and IP Softphone)

TDE/NCP

Customer

Incoming Call

LAN

An IP Softphone Functions in the Same Way as a PT (IP-PT or DPT).

Requirements for usage:

The PC must be running in order to use it as a telephone.

An activation key is required.

A headset is required to talk. (Some PC have speaker and microphone.)

IP Softphone1.IP softphone pops up on the PC's screen when a call is received.

1-4 IP Softphone Overview

Click to switch to small size.

SmallSizeScreen

2.Click the receiver or the [SP-PHONE] button to answer a call.

CA Pro / CA Basic Express

1-5 Features of Each CA Client Mode(1)

Applications for Agents in a Typical Office or Call Centre.

1. It's easy to contact the desired party. Dial manually using the PC, call from the phonebook, chat, etc..

2. You can use the pop-up feature to make or answer calls. When making a call, the other party's phone number information, etc.. When receiving a call, image information, etc..

3. The presence feature makes it easy to confirm status of group members and therefore approach more efficiently.

4. Features can be set easily. Changing status, FWD setting, etc..

Except for max. specs and status icon display, CA Basic Express is mostly the same as CA Pro.


CA Operator Console

An Application for Operators / Receptionists (front desk, etc.).

1. The Drag & Drop feature makes transfer　 and call parking easy, making customer　 call handling more efficient.

4. You can confirm available lines before seizing an outside line, making it easy to use available lines efficiently.

2. Status of received and parked calls are displayed in the Arriving screen, allowing a single operator to handle multiple calls.

3. Various extension settings can be set. Set a wake-up call Set and clear the absent message, etc.


CA Supervisor

An Application for call centre supervisors.

1. Supervise customer call handling by monitoring in real time the number of calls waiting and the longest wait time.

4. Manage the performance of all agents in a group (Group Call Report).

2. Monitor agent status and control Login and Logout.

3. Support agents who need help with difficult customer calls. Monitor a conversation (Listen-in)　　　 Listen in and Chat to agent to provide advice. Take over a call (Busy Override), etc.

Main Features of CA Server Mode

1-6 Server Mode Overview

The main features are as follows.You can confirm the status of members in other areas over the network.

You can perform remote maintenance on CA applications.

The main differences with Server-less mode (PBX mode) are as follows.Maximum number of CA users.

Networking features can be used.

One CA V3 or later Server can cover up to 4 PBXs. For detail, refer to the CA Server part.

LAN LAN

TDE

Transfer callsover network

Monitor presenceover network

Chat over Network

CA Server NCP

IP-NetworkCA Server mode image

*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.

PBX ModelNumber of Free

CA Basic Express UsersTotal number of CA Pro and

Operator Console 60-day trials

NCP500/NCP1000 5 2 *1

TDE100/200 10 4 *1

TDE600 20 8 *1

Free Mode (CA Basic Express) / Trial Mode (CA Pro and Operator Console)

1-7 Preinstalled Activation Keys

Free Mode (CA Basic Express)When the number of users (initial configuration) shown in table 1 under "Number of Free CA Basic Express Users" is exceeded, additional Activation Keys are required.　

Trial Mode (CA Pro and Operator Console)The trial period is 60 days.

During the trial period, the CA Pro and Operator Console activation key is not required.

The 60-day trial period begins once you have installed CA Client on the PC.

Table 1 Number of Pre-installed Activation Keys

*1 A license is required for each IP softphone user, except during the CA Pro trial period.　

Between CA Client Modes

1-8 Main Differences (1)

FeaturesBasic

Express ProOperator C

onsole Supervisor

Maximum Users (Server-less)(up to 240 total users)

240 128 4

Maximum Users (Server) *1(up to 1,022 total users)

1022 128

Activation Keys : Free Mode Yes No

Activation Keys : Trial Mode No Yes No

Automatic Presence No Yes

Call History 10 1000

Contact 10 1000

Chat Yes

VMA Yes

CRM Integration by TAPI No Yes

IP softphone *2 Yes

FeaturesBasic

Express ProOperator Console Supervisor

ICD group login/out No Yes

Flexible Call Handling(Arriving Screen)

No Yes No

Visible Call Park List(Call Park Screen)

No Yes No

Extension Setting No Yes No

Monitor/Seize CO line(Outside Line Group Screen)

No Yes No

Listen-in No Yes

Busy override No Yes

Take over No Yes

ICD Group Supervisor- Remote ICD Group Member login/out- Call Monitor

No Yes



FeaturesBasic

Express Pro Operator Console Supervisor

Combined Search/Dial field Yes

New Call Control window (Door phone/ Sensor)

Yes

Transfer calls by Drag & Drop No Yes No

Park calls by Drag & Drop No Yes No

Automatic unscreened transfer No Yes No

Transfer by shortcut key - [T] : Transfer - [Ctrl] + [T] : Transfer

No Yes No



This Chapter is now complete.

Go to Next Chapter.

Chapter 2

CA Pro & CA Basic Express Features

2-1 CA Pro/CA Basic Express Overview

4.Presence - Allows you to confirm the status of the other party before calling them.

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

Applications for Typical Offices and Call Centre (Contact Centre) Agents

Improves work efficiency through improved telephone operation.

Benefits of CA Pro and CA Basic Express

Presence and other features improve internal telephone communications.

Feature CA Basic Express CA Pro

Contact List 10 1000

History 10 1000

Show Presence (Auto) No Yes

Show Presence (Manual) Yes No

ICD Group Login/Logout No Yes

CRM Integration by TAPI No Yes

Differences between CA Pro and CA Basic Express

Number of records for Contact List and History

The main differences are as follows.

Method used to display presenceSupport for ICD Group Login/Logout

Support for CRM Integration (TAPI)

2-2 System Specification Differences

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 AreaUsed for making calls, chatting, etc.

Main Window

1

2

3

2-3 Screen Interface

Except for the number of contacts and presence icons, CA Basic Express is mostly the same as CA Pro.

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.

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.

1

2

2-4 Main Operations

CA Pro CA Basic Express

CA Pro: Automatic Presence DisplayCA Basic Express: Click an extension to view its status (Ext./CA)

1.Click a CA member in the contact list each time you want to view its status

Presence Displayed in Contact Area (Extension / CA Status)

->The user is logged in ->The user is logged in, but the auto absent message has been set ->The user is not logged in

2.CA Status

->Idle ->Ringing ->On the phone

1.Ext. Status

2.The "Presence Window" is displayed

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2-5 Contact List Area (1)

2.Automatic Absent message The time is displayed when the computer is idle for a specified amount of time. ->Setting range: 1min.- MAX:10min.

1.Absent Message The absent message has been set ->Displayed according to the absent message setting (MAX:16 characters)

CA Pro CA Basic Express

1.Click a "CA member" in the contact list each time you want to view its status

Displayed when Forward is set

2

Barry Sharp219

2.The "Presence Window" is displayed

1


Presence Displayed in Contact Area (Absent Message)

CA Pro: Automatic Presence DisplayCA Basic Express: Click an extension to view its status (Ext./CA)

1.Right-click a contact.

2.Select [View this contact].The contacts tab allows you to enter telephone contact numbers for the user, such as office, mobile, home, contact number, e-mail, etc..

Using the Contacts Area to Add Members, Change Information.


Horita.shintaro123

When Making a Call, the Call Control Window Pops Up.

Call Control Window

James201

2.When the called party answers, the call control window changes to the window used for calls in progress

Call Control

James201

Call Control

James201

1.When making a call, the call control window for making calls pops up 　 Call is generated

4.Window size changes

3.Click the button

3

James

2-6 Outgoing Call Feature (1)

2.Double Click Dial ->Double-click the contact.

3.Phone Button Dial ->Select the contact and press a [Phone] button.

Making Calls from CA

2

3

1.Search / Dial ->Enter the phone number, then press the [Enter] key or click the off-hook button.

Phone Button Dial number setting

1

Each phone number must be set in the contact area setting.


1.Speed DialSelect "System Speed Dial" and double-click the desired entry.->You can select an item in the system telephone book and call that number. 　

"LDAP ：　 Company Directory"

2.LDAP Link You can also retrieve a number from a linked external database and call that number.

1

2


Making Calls from CA

1.Select a number in an application

*1 Users can change the shortcut keys

Users can make a call from any application (Notepad, Excel, web browser, etc.)on their PCs.

James

Call is generated

3.Outgoing Call 2.Press the shortcut: [Ctrl+Shift+z] *1


Select and Call

1.Select and copy a telephone number in an application

James

Call is generated

3.Outgoing Call

2.Select: [ Copy &Call ]


Copy and Call

Users can make a call from any application (Notepad, Excel, web browser, etc.)on their PCs.

Depending on settings, a pop-up can be displayed when a call is received.

Call is received

James

The Incoming Call windowpops up when a call is received

　

Incoming Call WindowIncoming Call

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Answer the call

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

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

History Window

View a Record of Calls Made and Received. Calls can Also be Made.

You can make a call to the selected entry.

Call history is displayed for the selected call type.

Call Type

2-8 Call History Feature

1.The [History] screen is displayed by selecting an item from the [History] menu or by pressing the missed call button.1

2.Displayed when an incoming call was missed.->The number indicates 　 the number of missed calls.

History Window

4.You can check the 　　 existence of a memo.

Produ…

You can Write a Text Memo.

On Call

5) You can read the memo later by clicking [Memo Open].

Product Review Conference will held next week.

2-9 Write Memo Feature

Text Memo Window

1.Click [Write memo] to display the text memo window.

2.Type a memo.

For example, take notes about the content of the conversation -> Max. characters: 256 bytes

3.Click the [Save] button.

Chat Window

CA Users can use text messages to chat to each other.

1) Select the CA user you want to chat with from the contact list.

2) Click [Start Chat] to open the chat window.

Hello

3) Type a message. ->Max. 610 characters (single-byte) 4) Click [Send].

You can see the last chat.

102 ： Hello This message is displayed when the other party is typing.

You can make a call to this extension.

2-10 Chat Feature

- VMA allows easy voice mail operation.

A TVM series voice mail system is required to use these features.

TVM50/200

VMA feature does not functionwith built-in (SVM-type) messaging features.

VMA supports the following voice mail operations: - Play/Delete/Transfer message - Send messages as e-mail 　　 attachments - Mailbox configuration

Voice Mail Assistant (VMA)

Voice Mail Assistant (VMA) Feature

1) Click the VM icon

2) Select　 [Call Voice Mail]

3) Enter the password and click [Login]

4) The VMA window is displayed.

2-11 Optional Feature (1)

VMA starts

In addition to the settings described here, the TVM itself must also be configured.

3) Click the VM icon and　　 select [Call Voice Mail]

1) [Go to] -> [Options] -> [Voice Mail]

2) The following settings are required: - Use Voice Mail Assistant (VMA)

4) When starting for the first time, enter the following information - IP Address of Voice Mail - Mailbox Number - Password of Mailbox


VMA Settings

Microsoft Outlook Integration - Simple operation to use Outlook tool-bar - Supports Dial, Answer Call, Hang-up

- CA can be integrated with Microsoft Outlook.

2) Calling

PSN

1) Select [Call Contact...]

Call is generated


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.

4) Click [OK].

1) Select [Option] from the [Go To] menu. 　

2) Select [Display]. 　

3) Set [Incoming call Popup for Microsoft Outlook] to [Enable].


Settings for Microsoft Outlook Integration

2-12 Conference Feature (1)

Overview of the Conference Feature

1) Select [Conference]　　 from the [Dial]

menu. 　

There can be up to 8 Conference Groups (conference rooms).

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.

Connect

Status of logout from CA

3) Click [Start]. → Pop up [Conference room screen]

- How to start a conference. (3 steps)

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.

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.

2) Select　　 [Conference Group name]

For more information please contact to local Sales company.


Settings for Conference <CA Settings>

-Two settings are required. → [Group Settings] / [Member Settings]

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. 　

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. 　

1

2

Initiator arrange attendee.

4) Click the save button

*The conference group will be overwritten if someone uses the same conference group from CA.


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]

2.7.1 COS Settings Miscellaneous

Conference group call operation 　 -> Enable

Initiator’s COS No.

3.10 Conference Group

Broadcast Mode　 -> Enable

ConferenceGroup No.

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 theconference.

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This Chapter is now complete.

Go to Next Chapter.

46

Chapter 3

Installation (Server-less Mode [PBX mode])

3-1 CA Installation

3-2 PBX Setting - Activation Key - MPR IP Address 　 - Extension

3-3 User PC Setting

Settings necessary to use CA

CA Configuration Overview

Activation Key

1. Determine the necessary activation key type and number.Discuss with customer how system will be used, how many CA users there will be.

Application (usage) : Call centre

Number of CA users : 10 (1 supervisor and 9 agents)

Future expandability : none

In the following case, how many and which type of activation keys are necessary?

CA Supervisor 1 user (KX- NCS2301) : 1

CA Pro10 user (KX- NCS2210) : 1

3-2 PBX Settings (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

Activation Key

2. Obtain necessary CA software and activation key files.Contact your local sales company for information on obtaining these.

3. Transfer the activation key files to the PBX.

Determine the access line's class (bandwidth) from the number of simultaneous calls.

or

Determine the upper limit of simultaneous calls from the bandwidth of the access lines.


Model No Activation Key Type

Free Mode （ Please inquire sales company ） CA Basic Express 128 users

KX-NCS2201 CA Pro 1 users





KX-NCS2301 CA Supervisor 1 user

KX-NCS2401 CA Console 1 user

Number of Users Basic Express Pro Supervisor (Operator) Console

1 No Yes Yes Yes

5 No Yes No No

10 No Yes No No

40 No Yes No No

128 Yes Yes No No


Activation Key Lineup

Confirming the IPCMPR (MPR) Card IP Address, etc.


1. Confirm the IP address of the PBX.

1. Configuration - 1.Slot - Card Property - IPCMPR - LAN Setting Tab

Confirm the IP address of the PBXso that CA can connect.

LAN Setting Tab

Confirming the IPCMPR (MPR) Card IP Address, etc.


2. Set CA User operation mode for each extension.

4. Extension - 1.Wired Extension - 1.Extension Settings - Option9 Tab

Option9 Tab

Built-in Communication Assistant Column - Disable (Extension can’t use CA) - Basic Only (Only CA Basic Express) - Enable (CA Pro, Supervisor and Operator Console (Default))

CA Setup and CA Usage Environment Settings

3-3 User PC Settings (1)

2) CA is started by double clicking the desktop icon.

6) When finished, click [Save].

5) Select which features will be used.　　　 - Use Softphone　　　 - Use Network

Setup.msi

1) Double-click [Setup.msi]. 　 3) Select or enter the following items.

　　　 - Display language　　　 - International Access code　　　 - International Area code

4) Select which mode will be used.　　　 - CA Pro 　　　 - CA Basic Express　　　 - CA Operator Console 　　　 - CA Supervisor

TDE/NCP

Paired Extension

CA Login Environment Settings (for first-time startup)


Step3 and step4 are explained in the next slide.

2) If the password field is empty when [Login] is clicked, the password setup dialog will be displayed. 　

Ext. Number

IP Address,Port Number

1) Enter the following items. - IP Address - Port Number - Ext. Number

CA Login Environment Settings (for first-time startup)


The password setup dialog

3) Enter the password 2 times. - Available characters: 　　 A-Z, a-z, 0-9, # - No. of characters: 16 　

4) Click [OK].

Minimum Recommended

OS

Microsoft Windows XP ProfessionalService Pack 2 or laterWindows Vista BusinessWindows 7 Professional

Microsoft Windows XP ProfessionalService Pack 2 or laterWindows Vista BusinessWindows 7 Professional

Hard Disk 1.5 GB available space 2.0 GB available space

Video Resolution 1024 x 768 1280 x 1024

Interface 10Base-T 10/100Base-T

CPU MemoryNumber of Contacts

in Contact List *

1.0 GHz Intel Pentium/Celeron processor or comparable CPU 512 MB 32

2.0 GHz Intel Pentium/Celeron processor or comparable CPU 1 GB 128

2.6 GHz Intel Pentium/Celeron processor or comparable CPU 1 GB 256

2.6 GHz Intel Core 2 Duo processor or comparable CPU 1 GB 1024

3-4 PC System Requirements

PC System Requirements for Using CA Client

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Thank you !The END

CA Pro & CA Basic Express

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