BusinessPhone Communication Platform 5.1
Facilities

## Operator Suite

## Definition

Operator Suite provides a unified working environment for telephone operators, integrating powerful call handling, directory management, messaging, absence information and administration functions on a single PC. It is a suite of easy-to-use business software, working with the ASB 150 02 through a computer-telephony integration (CTI) link.

Using Operator Suite, the operator can make more effective use of time and provide a higher level of service to callers and extension users. Since the telephone operator is often the first point of contact between a company and its existing and potential customers, Operator Suite can help build up a positive reputation and image.

Operator Suite has been developed from the Dynamic Network Administration Suite for Ericsson’s MD110 business telephone system, and has a similar look and feel. Operator Suite has been tailored to the needs of small and medium-sized telephone systems; for instance, a programmable Busy Lamp Field (BLF) shows at a glance the status of trunks and extensions. Because Operator Suite is a third-party CTI software application, information such as directory data can be shared with other similar BusinessPhone solutions, including those for call centres, ensuring interoperability, minimising set-up time and reducing administration costs in larger telephone networks.

Operator Suite is a software package based around a Microsoft Windows NT 4.0 and an SQL/MSDE database:

- Operator Workstation

- is the call-handling and administration application for the operator's PC.

- Directory Manager

- provides a graphical interface and administration tools for the system's directory subscriber database.

- D.N.A. Server

- acts as the common data storage medium and communications interface for Operator Workstation and Directory Manager.

- D.N.A. Directory Browser (DDB)

- Directory Browser is a new, web-based application to search the DNA directory and to perform several other functions. It enables corporations to publish a real-time corporate wide phone directory on the corporate Intranet or publish the service on their corporate web page on the Internet as a service to external customers. Directory browser is HTML-based and does not need any client set-up. Installation and administration tasks are limited to the server side only.

- D.N.A. Outlook Integration (DOI)

- The DNA Outlook Integration provides a bi-directional integration between the Microsoft Outlook Calendar and the DNA Directory Calendar. The purpose of this new function is to allow DNA Directory subscribers to use Outlook Calendar to synchronise the absence information (information message) through RDS (Remote Data Server).

## Use

The operator solution of Operator Suite is based on MD110 Operator Workstation which is part of the D.N.A. (Dynamic Network Administration) concept. Operator Suite has been adapted to work as a CTI-client towards ASB 150 02 and enhanced by some special features for the BusinessPhone segment.

The Operator Suite software products are a comprehensive set of graphical PC-based tools that support all aspects of ASB 150 02 operator functions, including:

- Operator call management
- Directory management
- High-level telecommunications networking
- Server based directory, advanced directory functionality
- Advanced message handling (E-mail)
- Free seating
- Enhanced information messaging (ASB 150 05 information system)
- Customisable user environment
- Busy Lamp Field
- Interaction with other BusinessPhone 3rd party CTI applications (e.g. BusinessPhone Call Centre Assistant)

Operator Suite is developed to run under the Microsoft Windows NT operating system and to work towards the PBX via the BusinessLink for Windows NT (3rd party CTI: TSAPI Link for Win).

The complete Operator Suite solution consists of the following parts, bundled to one special BusinessPhone package:

- Operator Workstation (OWS)
- Directory Manager (DMG)
- D.N.A. Server

Additional Add-on packages make the Operator Suite a comprehensive and competitive product for the front desk of a company:

- D.N.A. Directory Browser
- D.N.A. Outlook Integration (included in standard package)
- D.N.A. Server Package

### Operator Workstation (OWS)

Operator Workstation (OWS) is an administrative tool for operator call management of ASB 150 02 telephone traffic.

The Operator Workstation application introduces efficient graphical point-and-click controls and fully integrated on-screen directory assistance. These basic functions are complemented by a powerful Busy Lamp Field that provides an instant overview and associated operator functions for each individual part of the exchange managed by individual operators.

### Directory Manager (DMG)

DMG provides a graphical user interface plus tools for the administration of the directory database. It is a prerequisite application for OWS and can be run on the same PC as OWS if required.

### D.N.A. Server

MRS module is the heart of the whole solution. It serves as common data storage medium and communications interface for Operator Workstation and Directory Manager.

The DNA Server will be shipped with following administrative utilities:

- RDS Configuration

- Remote communications settings and database access parameter setup and support. Runs on DNA Server.

- User Configuration

- Operator Suite security management. Runs only on DNA Server.

- Server Configuration

- Defines which servers are accessible through the network.

- License Viewer (Licensing)

- Low-level: Operator Suite security management (read-only). Runs only on DNA Server.
- High-level: Software Licensing. Runs on any PC in a TCP/IP based network. Each PC on which Operator Suite utilities are installed must have at least a Software Licensing Client installed. The Software Licensing Server is installed on the PC on which the Software Protection Device has been physically connected.

- Directory Configuration

- OWS directory data table structure creation. Runs only on DNA Server.

- Trunk Management/Configuration

- To define operator-friendly trunk identifier names for OWS incoming call display. Runs only on DNA Server.

- Directory Import

- For initial population of OWS directory assistance database. Runs on DNA Server and specific Operator Suite clients.
- For initial and update population of OWS directory assistance database from BMS database.
- Runs on DNA Server and Operator Suite clients.

## Operation

### Operator Workstation (OWS)

### Directory Manager (DMG)

### Client/Server architecture of Operator Suite

## Capacity

- 1 DNA Server per system
- 3 OWS clients per system
- 1 DMG client per system
- Up to 40 CTI-monitored extensions
- Up to 80 CTI-monitored (monitoring light for BLF) extensions
- 100,000 directory entries
- 3 subscriber types (person, function, room)

## Limitations

Only three (3) Operator Workstations can be active at the same time.

The Microsoft - SQL Workstation 6.5 has an build-in limitation of 15 user connections as a maximum, which means that only one (1) OWS and one (1) DMG can be run at the same time. Since SQL Workstation is not supported by Microsoft anymore MSDE is the logical alternative with the advantage not having the limitations of SQL Workstation.

## Programming

See Start Of Operation (2/1537‑ASB 150 02 Uen).

0175 |  | Use as CTI operator instrument

For specific Operator programmings see the corresponding facility descriptions:

- Voice Paging: See Loudspeaker Paging (322/155 34-ASB 150 02 Uen).
- Night Mode: See Night Service (362/155 34-ASB 150 02 Uen).

## Equipment

### Operator’s Telephone

The Operator Suite could be used in combination with one of the following digital telephone sets:

- Economy telephone:
  DBC 211, DBC 201, DBC 751, DBC 601
- Standard telephone:
  DBC 212, DBC 202, DBC 755, DBC 631
- Executive telephone:
  DBC 213, DBC 203, DBC 753, DBC 662
- Operator’s Console:
  DBC 214, DBC 663, DBC 754

Note

Every Operator Console must always be connected to the FIRST postition of the ELU-D (ELU-C) or MFU

ASB 150 02 system software R10 or higher and one free V.24 port on the CPU-D_4 board are required.

### Protection Unit

An adaptation unit (also known as WIBU-dongle) is required for every software release. This determines the number of agents supported by the system according to the structure of the product. For a detailed description of the adaptation unit handling please refere to the Technical Guide of OPS. You will find there very important notes concerning protection philosophy of OPS.

### Connection to the ASB 150 02

The following hardware is required for connection of the OPS to the ASB 150 02:

- V.24 cable to connect ASB 150 02 and the Server PC

For detailed information about the connection to the ASB 150 02, see document Start Of Operation (2/1537-ASB 150 02 Uen).

For detailed information about the installation of the software, see OPS Technical Guide.

### Hardware / Software Requirements

Please refer to the product documentation for more detailed information.

### Documentation

The documentation will be delivered on the product CD-ROM in Adobe PDF (printable document format) in two versions (designed for screen viewing and designed for printing).

- BusinessPhone Operator Workstation – User’s Guide
- BusinessPhone Directory Manager – User’s Guide
- BusinessPhone DNA Server – User’s Guide
- BusinessPhone Operator Suite – Technical Guide
- BusinessPhone Operator Suite – Technical Information
- BusinessPhone Operator Workstation – Quick Reference Guide
- BusinessPhone Direcotry Manager – Quick Reference Guide

### Language Versions

The current version of the Operator Suite supports the following languages:

- English
- German
- Italian
- Swedish
- Spanish

Revision: J © Ericsson Enterprise 2003