User's Guide to Business Manager

Chapter 4: Phone Lines

• Introduction
  • Terms
• Phone Line Configuration
  • The Phone Line List
  • Control Buttons
  • Entry Boxes
  • Phone Line Port Configuration
  • Phone Line Configuration and Scheduling
• When You Need More than One Phone Line
  • Incoming Calls on a Multi-line System
  • System Phone Line Capacity
  • When You Are Ready to Add Lines
• Using the Phone Line Configuration Box
  • Changing the Dummy Settings
  • Adding a Phone Number
  • Configuring Phone Lines
  • Configuring Multiple Phone Lines
    • Unknown Condition Message
  • Configuring if You Have Rotary Group Service
  • Correcting Configuration Problems
  • Deleting a Phone Number
  • Changing a Phone Number or Port Number

Chapter 4: Phone Lines

Introduction

This chapter tells you how to configure the telephone lines connected to your computer, and discusses some items to consider regarding the use of single or multiple phone lines. The topics covered in this chapter are:

• When you need multiple phone lines

• How to Add, Delete and Change phone numbers

• How to configure single and multiple phone lines

Terms

Commit	Committing is the act of saving the phone line configuration information.
Dialing prefix	This is a number, or series of numbers, that you must dial before you dial a phone number. For instance, some locations require that you dial "9" to get an outside line.
Dialing suffix	This is a number, or series of numbers, that you must dial after you dial a phone number. Some locations require a code entered after the phone number for call tracking and billing purposes.
Local phone	The phone connected to your computer that you use for recording and listening is your local phone. In a single phone system, this is your only phone.
Phone line	The term phone line refers to the line installed by the phone company that brings phone service to your location.
Phone number	The number that identifies a phone line is the phone number; that is, the number used to call a phone connected to that line.

Phone Line Configuration

Whether you are using single or multiple phone lines, Business Manager needs some information about the phone lines to coordinate your phone applications. Configuring phone lines is simply letting Business Manager in on what lines are available and where to find them.

You configure the phone lines in the Phone Line Configuration box found by accessing the Lines! option on Business Manager’s menu bar.

With the Business Manager program window open, click on Lines!. The Phone Line Configuration box appears similar to the one shown in Figure 12.

The Phone Line Configuration box contains blocks and controls that allow you to configure the phone lines connected to your computer. They are:

• Phone Line block for the list of phone lines connected to your computer.

• Data entry blocks for you to enter the data about these phone lines.

• Control buttons for the specific functions you are performing.

• Help bar block at the bottom of the box tells you how to use the block the mouse is pointing to.

The Phone Line List

When you have configured your phone lines, this should be a list of the phone lines connected to your computer, including the area code. Each number in the list appears in the following format:

123^-456^-7890

To perform an operation on a phone line already on the list, you must first select the phone line by clicking on it. The selected line highlights. Now you can use the control buttons to perform the necessary operations.

Control Buttons

These are the buttons you use to perform functions relating to the Phone Line list. The following is a description of the controls and their functions.

• Close - Clicking this button closes the Phone Line Configuration box. If you have made any changes, a message appears asking you to confirm the changes before the screen closes.

• Add/Change - You use this button to add a new phone number to the Phone Line list, or to change an existing phone number.

• Delete - Use this button to remove a phone number from the Phone Line list. Once you delete a number, Business Manager no longer recognizes that line.

• Config - Use this button to let Business Manager run the Line finder program to match the lines and ports. If you manually enter the port number, you will not need to use this button.

Entry Boxes

The spaces you use to type information in are the entry boxes. These boxes also display information relating to the currently selected phone number in the Phone Line list. The three entry boxes in the Phone Line Configuration box and their uses are:

Dial Using - This is simply the number that someone trying to reach that phone line from another local line would use. The computer uses this number during the configuration process to call itself and verify the phone line connections. This is the only time Business Manager uses this number. The number is usually the seven-digit number associated with that phone line. Its format is:

555-5555

If you have a dialing prefix associated with the number, such as 9, use a comma to separate the prefix from the number. The comma provides for a two second pause in cases where a slight pause is needed to get another dial tone. An example of the format you use in this case is:

9,555-5555

Display Phone Number - In this box enter the full phone number, including the area code, for a line connected to your computer. This is the number as it appears on your application schedule, and in the Monitor program. The way you enter the number here is the way it will appear on display pagers of mailbox owners when the system forwards a message. As you type the number, dashes automatically appear between the area code, prefix, and suffix of the phone number.

Port - This box displays a number that your system uses to locate where you have connected the phone line on the Watson® III card. If you have only one voice/telephone card, the port is ‘32’. If you have more than one phone line, the port in your first Watson® III 100 card is set at ‘32’, and the system can determine the other ports during the configuration process.

Phone Line Port Configuration

When a phone number appears on the Phone Line list, Business Manager cannot use it unless the number is associated with the correct voice/telephone card port, that is, configured. If there is a ‘-1’ in the Port box, the line is not configured. You can either manually add the port information or you can let the computer do it following the configuring procedure in this chapter in the section called "Configuring Multiple Phone Lines."

If you have only one Watson® III 100, the port setting is 32. You can set that manually in the Port box. If you have additional Watson cards, the computer can find the Port numbers when you begin the configuration process.

The line finding process takes a few minutes, perhaps five minutes at the most.

Line Finder is a program that you use in the Phone Line Configuration box to match the phone numbers to the lines connected to the computer through the Watson cards. Line Finder uses one phone line to call the other lines to test for ringing or a busy signal.

As Line Finder tests for the phone lines, messages appear in a message box. As Line Finder locates the lines, it rings each line in succession. Each phone connected to these lines rings twice. A message instructs you not to pick up the phone. If a phone is picked up during the line search, the test fails.

Phone Line Configuration and Scheduling

When a number in the Phone Line Configuration box is added, deleted or changed, it is likely that it will also affect your Applications Schedules. Be sure to make any applicable changes to your schedule.

You can expect the following changes:

If you delete a phone number, the schedule associated with the number deletes.

If you change a phone number, the schedule associated with the old number deletes, and you will need to put it back in the space provided for the new number.

If you change a port number, but do not change the phone number, the schedule remains with the number.

If you add a number, a blank column with that number heading it is added for scheduling purposes.

When You Need More than One Phone Line

The issue of single or multiple phone lines is one that you need to consider when you are running several phone applications, or when you have considerable activity on one line.

Using Combination Application, you can run one or all of your applications with a single line. However, you may have enough business to warrant more phone lines. Pay attention to your telephone traffic. Before you start losing calls because your line is too busy, you will want to add one or more lines.

Multiple phone lines are the answer to high demand. Having multiple lines allows you to run the same application on all phone lines, or different applications on each line, or any combination necessary.

Incoming Calls on a Multi-line System

There are several ways you can set up your schedule when you have more than one line. When you are running different applications at the same time, you can schedule the applications on separate lines. Windows and Business Manager can handle more than one thing at a time.

When you are running the same application on multiple lines, the phone company can provide you with Rotary Group service. With this service, a caller has a better chance of accessing and using your system.

When someone calls in to the multi-line system, and the primary line is busy, the Rotary Group service rotates the caller to the next line. If this line is also busy, the service rotates the call until an open line is found. The caller does not get a busy signal unless all lines in the rotary group are busy.

Rotary Groups are extremely useful if you have a high-demand application. You may get Rotary Group service for as few as two of your phone lines, or as many as necessary. Chapters 5 and 6 of this manual contain detailed information on managing and scheduling applications, including rotary groups.

System Phone Line Capacity

The typical ECS system comes with a single Watson® III-100 voice/telephone card. If you did not purchase your computer from ECS, you purchased a Watson® III-100 card with your phone applications. A single Watson® III-100 card will handle a single telephone line.

If you did not purchase additional cards with your system, you will need to add them to increase your phone line capacity. You can add either one, two or four line voice/telephone cards to your computer.

The standard ECS system has four megabytes of memory, allowing you to run up to five separate phone lines at once. If you need to run more than five lines, your computer will need more memory.

When You Are Ready to Add Lines

First, refer to Appendix B: "Phone Lines and Voice/Telephone Cards" in this manual for more information about the specifics of connecting multiple lines to your computer. If you need more help to determine the most optimal arrangement for your specific needs, call ECS Technical Support.

When you have decided what cards you need to run additional phone lines, contact ECS Customer Service to order the voice/telephone card or cards.

When you know what card (or cards)s you need and how you plan to set up your lines, you will also know what service to add from your phone company. Contact your phone company to add the local lines and Rotary Group service if you plan to use it.

When the lines are in and the cards arrive, install the cards in your computer, and connect the phone lines. For detailed instructions and procedures for the installation and connection process, refer to Appendix B: "Phone Lines and Voice/Telephone Cards."

Once you install the voice/telephone cards and connect the phone lines, you simply let your Business Manager program know what you have done. Add and configure the new phone lines using the procedures in the first part of this chapter.

Be sure to update your application schedules with any new lines you have added.

Using the Phone Line Configuration Box

The Phone Line Configuration box is where you provide the information your computer needs about the phone lines connected to it. Use the following procedures for adding, deleting, and changing phone numbers in the Phone Line box.

Changing the Dummy Settings

When your ECS system arrives, or when you install Business Manager onto your existing system, there are dummy settings for the phone number in the Phone Line Configuration Screen. That number is 555-5555.

In reality, if you have only one phone line connected to your computer, Business Manager does not really care what the number is as long as it knows the port location, (32). However, we find that most Center Owners prefer to have their correct number on the screen. When you change the dummy number to your phone number, you will;

1. Delete the dummy number.

2. Add your number.

3. Add the port number.

4. Save the changes.

When you open the Phone Line Configuration screen, the dummy number highlights on the phone list.

Step 1. Click on Delete.

A screen appears asking you to confirm that you want to delete the number.

Step 2. Click on Yes.

Step 3. Position the mouse pointer over Dial Using box and click the left mouse button. A blinking line appears in the box.

Type your phone number.

Step 4. Position the mouse cursor over the Display Phone Number box and click the left mouse button.

Type in your number including area code, the way you want it displayed. The dashes in the number are automatically inserted by the system.

Step 5. Click on the Port box and type 32.

Step 6. Click on Add/Change.

Step 7. Click on Close.

A message box appears asking if you wish to commit the lines.

Step 8. Click on Yes to commit the line and save the changes.

The Phone Line Configuration box closes.

Adding a Phone Number

When you add a phone line to your computer, you need to:

1. Add the number for that line to the Phone Line list.

2. Add the port number associated that phone line.

3. Schedule applications to the line, if applicable.

Step 1. Using the mouse, position the mouse cursor over the Dial Using box.

Step 2. Click the left mouse button, and a blinking line appears in the box.

Step 3. Remove the number that appears in the box using the c and the backspace keys. Type the new number with prefix, if any.

Step 4. Now click on the Display Phone Number box. Use the c and backspace keys to remove the current number, then type in the new number that you want displayed.

Step 5. Click the Add/Change button, and the new number appears in the Phone Line list in addition any numbers that were already there.

Warning: Do not attempt to leave this screen without continuing to the next section.

If you are adding more than one phone line, add all the numbers before you continue. Continue to the next section called Configuring Phone Lines. Do not leave the Phone Line Configuration screen until all lines have valid port numbers.

If you attempt to leave the Phone Line Configuration screen without configuring new numbers, you will be locked out of the applications schedule. You will need to go back and delete the new numbers or configure them to be able to use the applications schedule.

Configuring Phone Lines

If you have simply changed a phone number and not disconnected the line from the computer, the port number will remain the same.

You have now added a phone number(s) to the Phone Line list, however, Business Manager cannot use a new number until you configure the phone line. The line is not configured if there is a ‘-1’ in the Port box for a number selected on the Phone Line list. You can either manually add the port information or you can let the computer do it. When configuring, you should remember that, As no two lines can be connected to the same port, no two lines can have the same port number. The computer will not recognize a port number if it cannot detect that port setting on a Watson card. Your ECS system has a default port setting of ’32’. If you have only one phone line, and one Watson® III-100 card, its port number is ’32’.

To configure a new phone line when you know the port number, use the following procedure.

Step 1. Click on the phone number with the invalid port number.

Step 2. Click on the Port box.

Step 3. Use the z, x, and c keys to remove the existing number (if any), then type in the number of the port for that line.

Step 4. Click on Add/Change.

Step 5. To save these settings, click on Close.

A message box appears asking if you wish to commit these changes.



Step 6. Click on Yes to save the changes and commit the lines.

Clicking on Cancel cancels the commit box and takes you back to the previous screen.

Clicking on No loses your changes.

Some of the possible reasons for an invalid line information message are:

• You do not have valid ports numbers for each of the numbers on the list.

• You have attempted to use a port number that the system does not recognize.

When the problem is corrected, commit the lines and make any needed adjustments to your applications schedule.

Configuring Multiple Phone Lines

When you have entered all of the phone numbers into the Phone Line list, you are ready to begin configuring the phone lines. If you do not know the port numbers, or if you need to verify the port, the Line Finder will do it automatically.

While Line Finder is running, messages appear on the status line. As Line Finder tests for the phone lines and numbers, a message instructs you not to pick up the phone. If a phone is picked up during the line search, the test fails.

After the Line Finder locates the lines, it rings each line in succession. Do not pick up these phones, or the test will not work.

Make sure the phone lines are securely connected to your computer and the phone jacks before starting.

To configure multiple phone lines when you do not know the port numbers, use the following procedure.

Step 1. Click on Config.

l The Line Finder box appears as shown in Figure 14.


Figure 14 - The Line Finder box

Cancel allows you to discontinue the line finding process.

Step 2. Click on Start, and the line finding process begins.

Messages appear in the Status line to let you know how the system is progressing.

During the testing, any phone on your list that is connected to a Watson® III-100 card will ring twice. In the Status line you are instructed not to pick up the receiver.

Step 3. Near the end of the process, a message box appears, telling you to pick up the local phone. This means the phone connected to your Watson® III-100 - 1 card. The phone you pick up at this time becomes your primary answering and recording phone.

Step 4. Pick up the phone and replace it in the cradle. This completes the configuration process.

When the Line Finding process is complete, the Line Finder box disappears.

All of your phone lines should have numbers other than ‘-1’ in the port box.

Step 6. Click on Close.

A message appears asking if you want to commit Lines.

If you select No, the screen closes and you lose your changes.

If you select Cancel, the box will disappear and you are back to the Phone Line Configuration screen.

If you select Yes, the information updates.

Step 1. Click on Yes.

The Phone Line Configuration box closes.

After you enter and configure your phone lines, be sure to update your applications schedule.

Unknown Condition Message

If at the end of the configuration process, a message appears saying "Unknown condition on at least 1 line," then there was a problem during the line finding procedure. Refer to the section in this chapter entitled Correcting Configuration Problems.

Configuring if You Have Rotary Group Service

If you have Rotary Group service from the phone company, the Line Finder program may not be able to find all lines. This is because Line Finder uses one phone line to call other lines to test for busy signals. A test call could potentially rotate to the next available line, making the test invalid.

If this happens, you will receive an Unknown Condition message. Check the numbers in the Port box to see which line or lines did not configure. Refer to Appendix B: "Phone Lines and Voice/Telephone Cards" in this manual for the information that you need to configure the lines manually.

Correcting Configuration Problems

If you encounter any problems during the line finding process, you need to correct them and use Line Finder again. The following conditions will cause problems during the line finding process:

• When a phone connected to the computer is picked up while the Line Finder program is running.

• When there is a wrong number in the Dial Using box.

• When there is a loose connection (or no connection) between a phone line and the computer, or a phone line and a phone jack.

When you have corrected the problem, run the Line Finder again. If you still have a problem, then call ECS Technical Support. They will be happy to work with you.

Deleting a Phone Number

If you are no longer using a phone line, you should delete it from the Phone Line list. This means that the phone number will no longer be available for use by Business Manager. Remember that when you delete a phone number, the schedule associated with the number deletes.

To delete a phone number from the Phone Line list use the following procedure:

Step 1. Click on the phone number you want to delete in the Phone line list.

A box appears around it, indicating that it is selected for an operation.

Step 2. Click on Delete. A message box appears asking you to confirm the delete.

Step 3. Click Yes to remove the phone number from the list. The number disappears.

If you do not want to delete the number, click No in the message box.

Step 4. Click on Close.

A message box appears asking if you want to commit Lines.

If you select Yes, the information updates.

Step 1. Click on Yes.

The Phone Line Configuration box closes.

Remember that when you delete a number, it also deletes from the application schedule. Be sure to revise your application schedule, if necessary.

Changing a Phone Number or Port Number

If you need to change a phone number, you must;

1. Delete the old number

2. Add the new number

3. Add the schedule back

Remember that when you delete a phone number, the schedule for that number also deletes. You will need to put the scheduling information back in the application schedule screen.

You can change a port number without altering a schedule. When you want to keep a phone number and its schedule, but are moving that line to a different Watson card, you will need to change the port only.

To change a port number only, follow this procedure:

Step 1. Click on the Port box. Use the c and backspace keys to remove the current number, then type in the new number.

Step 2. Click on Add/Change.

Step 3. Click on Close.

A message box appears asking if you wish to commit the lines.

Step 4. Click on Yes to commit the line and save the changes.

The Phone Line Configuration box closes.

If you did not see an advisory messages indicating a problem, the new configuration is complete.