Callworks Callstation Reference Guide

CALL WORKS

CallStation

Reference Guide

Version 4.2.7

2017 MN004266A01-A

Copyrights The Motorola products described in this document may include copyrighted Motorola computer programs stored in semiconductor memories or other media.

Laws in the United States and other countries preserve for Motorola certain exclusive rights for copyright computer programs, including the exclusive right to copy or reproduce in any form the copyright computer program. Accordingly, any copyright Motorola computer programs contained in the Motorola products described in this document may not be copied or reproduced in any manner without the express written permission of Motorola. Furthermore, the purchase of Motorola products shall not be deemed to grant either directly or by implication, estoppel or otherwise, any license under the copyrights, patents, or patent applications of Motorola, except for the rights that arise by operation of law in the sale of a product.

Restrictions

The software described in this document is the property of Motorola. It is furnished under a license agreement and may be used and/or disclosed only in accordance with the terms of the agreement. Software and documentation are copyright materials. Making unauthorized copies is prohibited by law. No part of the software or documentation may be reproduced, transmitted, transcribed, stored in a retrieval system, or translated into any language or computer language, in any form or by any means, without prior written permission of Motorola.

Accuracy

While reasonable efforts have been made to assure the accuracy of this document, Motorola assumes no liability resulting from any inaccuracies or omissions in this document, or from the use of the information obtained herein. Motorola reserves the right to make changes to any products described herein to improve reliability, function, or design, and reserves the right to revise this document and to make changes from time to time in content hereof with no obligation to notify any person of revisions or changes. Motorola does not assume any liability arising out of the application or use of any product or circuit described herein; neither does it convey license under its patent rights of others.

Trademarks

Motorola, Moto, Motorola Solutions, CallWorks, DispatchStation, CallStation, AdminiStation, DecisionStation, and the stylized M logo are trademarks or registered trademarks of Motorola Trademark Holdings, LLC and are used under license.

Microsoft, Windows, Windows 7, Windows 8, Windows 10, and Windows Server are registered trademarks of Microsoft Corporation. All other product or service names are the property of their respective owners.

POLYCOM, the Polycom logo and the names and marks associated with Polycom products are trademarks and/or service marks of Polycom, Inc. and are registered and/or common law marks in the United States and various other countries.

Document date: December 15, 2017

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Contents

Copyrights ...... 2 Contents ...... 3 Chapter 1: Your CallWorks Product ...... 9

CallStation With Mapping ...... 9 CallStation No Mapping ...... 10

Chapter 2: CallWorks Help ...... 11

Contacting Customer Service ...... 11 Frequently Asked Questions ...... 12 User Guide Information ...... 13 Configuration Options ...... 13 What is in this guide? ...... 13

Chapter 3: Call Screen Components ...... 15

Introduction to the Call Screen ...... 15 Logging On and Logging Off ...... 17 Logging On ...... 17 Logging Off ...... 19 Softphone Tab ...... 20 Status Icons ...... 21 Softphone Call Table ...... 22 Sortable Column Headers ...... 25 Softphone Buttons ...... 26 Abandoned Tab ...... 27 Abandoned Call Table ...... 28 Line Organizer Tab ...... 29 Line Types Sub-Tabs ...... 29 Status Icons ...... 30 Line Table ...... 30 Sortable Column Headers ...... 30 Directory Tab ...... 31 Entry Types ...... 31 Filter ...... 31

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Directory Table ...... 32 Sortable Column Headers ...... 32 Dial Buttons ...... 32 Directory Buttons ...... 32 Call Logs Tab...... 33 Call Type Sub-Tabs ...... 33 Call Logs Table ...... 33 Sortable Column Headers ...... 34 Dial Pad ...... 35 Event Tab ...... 37 Call Sub-Tabs ...... 38 Event Log...... 38 Command Line Console (CLC) ...... 38 Telecom Tab ...... 39 TDD/TTY Sub-Tab ...... 39 Playback Sub-Tab ...... 41 Greetings Sub-Tab ...... 42 SMS/Text Tab ...... 46 SMS Call Sub-Tabs and SMS Logs ...... 46 Message Field ...... 47 Predefined Messages ...... 48 ALI Results ...... 49 Instant Message Tab ...... 50 Components of the Instant Message Tab ...... 50 Call Status Indicators ...... 51 Call Screen Menus ...... 52 System Menu ...... 52 Action Menu ...... 53 Help Menu ...... 54 Connection Status Notifications...... 55 Call Window ...... 56 ALI Results Sub-Tab ...... 56 Knowledge Sub-Tab ...... 59 Call History Sub-Tab ...... 60 Location History Sub-Tab ...... 60 Request Window ...... 61

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Dial Window ...... 64 System Commands ...... 65

Chapter 4: Map Screen Components ...... 69

Taskbar and Zoom Slider ...... 70 Map Legend (Map Layer Controller) ...... 72 Distance, Location, and Scale ...... 73 Distance Measurement ...... 73 Location Coordinates ...... 73 Map Scale ...... 73 MapView Zoom ...... 74 Map Icons ...... 75 Call Icons ...... 75 Uncertainty Circles ...... 79

Chapter 5: Call Management ...... 81

Answering Calls ...... 81 Releasing Calls ...... 83 Holding & Unholding Calls ...... 84 Holding Calls ...... 84 Unholding Calls ...... 85 Handling Abandoned Calls ...... 86 Return Abandoned ...... 86 Clear Abandoned ...... 87 Transferring Calls ...... 88 Transferring a Call via Softphone Buttons...... 88 Transferring a Call via the Directory ...... 90 Manually Transferring a Call...... 93 Cancelling Transfers ...... 94 Using Tandem Transfers ...... 95 Central Office Based (Tandem) Transfer (via Selective Router)...... 95 Selective Transfer ...... 95 Fixed Transfer ...... 96 Manual Transfer ...... 96 Additional Tandem Conference/Transfer Information ...... 96 E911 Call Transfer Sequence – Detail ...... 96

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Conferencing Calls ...... 98 Establishing a Conference Call ...... 98 Manually Adding Parties to a Conference ...... 99 Disconnecting from a Conference Call ...... 100 Releasing a Party from the Call ...... 101 Softphone Buttons ...... 102 Using Softphone Buttons ...... 102 Directory Buttons ...... 103 Using Directory Buttons ...... 103 Entering Calls: Silent Monitor, Barge-In, & Override ...... 104 Silent Monitor ...... 104 Barge-In ...... 106 Override ...... 107 Deafen/Undeafen ...... 108 Mute/Unmute ...... 110 Mapping Calls ...... 112 Call Playback ...... 114 The Playback Feature ...... 114 Listening to a Call Recording...... 115 Replaying a Call Recording from DecisionStation ...... 116 Reviewing Calls ...... 117 Printing Call Details ...... 120 Viewing Call Details ...... 121 Automatic Call Distribution (ACD) ...... 123 Queue Strategy ...... 123 ACD States ...... 125

Chapter 6: SMS Call Management ...... 127

Answering an SMS Call ...... 127 Active Call Switching ...... 129 Releasing an SMS Call ...... 131 SMS Call Re-Association and SMS Call Cleanup ...... 131 Transferring an SMS Call ...... 132 Transferring an SMS Call via the Directory ...... 132 Manually Transferring an SMS Call ...... 136 Cancelling an SMS Transfer...... 137

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Overriding an SMS Call ...... 138 Reviewing an SMS Call ...... 139 Viewing SMS Call Details ...... 141

Chapter 7: Genovation ControlPad ...... 143 Appendix A: CallWorks Optional Features ...... 145

ACD Abandoned Call Handling ...... 145 ACD Skills Based Routing ...... 146 ACD Skill Set Concepts ...... 146 Additional Softphone Buttons ...... 147 ALI Custom Labels ...... 148 ECaTS Integration ...... 148 Federated Systems ...... 149 Cluster to Which You Are Connected Displayed ...... 149 Notification of Cluster Quiesce & Un-Quiesce...... 150 Notifications of Incomplete Historical Data ...... 151 Portable Answering Position ...... 152 RapidSOS Integration ...... 153 Softphone My Calls & Group Calls Tables ...... 157

Glossary of Terms ...... 159 List of Figures ...... 163 Index ...... 167

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8 CallStation Reference Guide Version 4.2.7 Motorola Solutions Confidential MN004266A01-A Your CallWorks Product

Chapter 1

Your CallWorks Product

CallStation With Mapping

CallStation with Mapping (CallStation WM) is the CallWorks application for providing receipt of E911 calls and managing the location by map. Using the industry's only single application design to integrate multiple functions natively, call taking is available directly from the Map, supporting traditional 9-1-1, Mapped ALI, and call receipt-to-resolution reporting from a simple browser window and seamless workflow.

Core functionality provided with CallStation • Multi-User, Multi-Agency Capability • Intelligent Command Line and Right-Click Status Management • Legacy 9-1-1 (CAMA) and Administrative Call Taking • i3 Next Generation Compliant via "SipWorks"

o ESInet (NENA Standard i3 Interface) o Select 3rd Party Variations • Mapped ALI Functionality • Integrated TDD and IRR • NENA-Compliant Workstation • Easy-to-Use Browser Technology and Graphical User Interface • Integrated VoIP Switch • Call Taking is Available Directly from the Map • Standard Interfaces for Time Sync, Printing, Reports, IP Recording, and RMS Outputs • Web Portal for Real-time Data Views and Call Detail Reporting • Includes AdminiStation Data Management Utility

o Browser-based Remote Administration Tool o Account-based Access and Privileges o Database Administration • Includes DecisionStation Dashboard Utility

o Real Time "At-a-Glance" Status of Calls o Enhances Situational Management o Improves Operational Analysis o Easy-to-Use Browser-Based Reporting o Predefined Reports Included for Immediate Use o Smartphone Support

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CallStation No Mapping

CallStation (CallStation NM) is the CallWorks application for providing receipt of E911 calls. CallStation provides call taking and management capabilities from a single screen, allowing the user to run other applications (such as CAD or mapping systems) on secondary screens for a full picture of your dispatch management tools.

o ESInet (NENA Standard i3 Interface) o Select 3rd Party Variations • Integrated TDD and IRR • NENA-Compliant Workstation • Easy-to-Use Browser Technology and Graphical User Interface • Integrated VoIP Switch • Standard Interfaces for Time Sync, Printing, Reports, IP Recording, and RMS Outputs • Web Portal for Real-time Data Views and Call Detail Reporting • Includes AdminiStation Data Management Utility

o Browser-based Remote Administration Tool o Account-based Access and Privileges o Database Administration • Includes DecisionStation Dashboard Utility

NOTE: This reference guide is inclusive of both CallStation with Mapping and CallStation no Mapping. Where mentioned, Map Screen components are applicable only to the CallWorks CallStation with Mapping application. If you are uncertain whether your CallWorks system includes Mapping, from the menus in the top left corner of the Call Screen, select the About option from the Help Menu (page 54) drop-down list.

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Chapter 2

CallWorks Help

Contacting Customer Service

Standard Business Hours: Who to Call?

The CallWorks support phone number during standard business hours is (855) 329-1911 (Option 3). Our standard business hours are 8:30 A.M. to 5:30 P.M. Central Time (UTC–6).

Optionally, you may send an email to [email protected]. Sending an email is only recommended for non-urgent requests.

After-Hours: Who to Call?

The after-hours phone number is also (855) 329-1911 (Option 3). The call is directed to the after- hours service team. The service team can assist your organization with any issues and concerns.

Online Requests

You may also use the Command Line (page 38) within the CallWorks application to communicate a request to our Help Desk. Just type HELPDESK, a space, and then describe the problem you are experiencing. This automatically routes your request to our support team by email and is often faster than emailing or calling directly, if the issue is not critical.

To help us serve you quickly and efficiently, have the following information available when you contact us:

If you are experiencing an issue with a call

• The Call ID number

• The phone number

• The time of the call

• Any error messages that appear on your screen

If you are having issues with the browser or application usage

• Browser type used and the version/revision number (when using the Firefox browser, select Help > About Firefox to see the version/revision number)

• Any error messages that appear on your screen

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Frequently Asked Questions

What happens if I call the support number and reach voicemail?

If the service team does not directly answer your call, leave a message for a prompt response. In addition, send an email regarding the issue to [email protected].

What if I have a non-urgent question, should I call or email support?

If you have a non-urgent question or issue during normal business hours, use the Support number – (855) 329-1911 (Option 3) – or email [email protected]. After hours, email the Support team and they will respond to your question as soon as they receive it.

My site has on-site support/helpdesk. Who should I contact first with a question or issue?

If your site has on-site support for computers, contact them first with any questions or issues as they are trained to assist with first level support and will know who and how to contact CallWorks for additional support if needed.

I have an open issue and need to follow up on it, who should I contact?

All requests and issues are tracked using our support tracking system. When you are working with a support engineer, they will assign an incident number to each issue. It is helpful to refer to that incident number when calling for follow up. If you do not have the number or do not remember it, just contact our support team and they can look up the request.

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User Guide Information

Configuration Options

CallWorks' products are highly configurable, providing clients with the flexibility to choose the components and functionality to include, leave out, and/or modify. The CallWorks' Implementation Team works closely with customers in the pre-installation process to ensure the product configuration is tailored to best suit their needs.

This User Guide details all product components and reflects their base settings. When referring to the User Guide, be aware that some of the components described may not be included in your product. Additionally, some functionality may differ slightly depending upon your site configuration specifications.

See Appendix A: CallWorks Optional Features (page 145) for more information about some of the optional features in CallWorks.

NOTE: The illustrations used in this guide are for the purposes of documentation only and may not reflect your CallWorks product configurations. Additionally, what you can see or do in the CallWorks system depends on the rights associated with your role within your organization.

What is in this guide?

This guide contains the following chapters and appendices:

Chapter 1: Your CallWorks Product – This chapter describes the CallStation products: CallWorks CallStation With Mapping and CallWorks CallStation No Mapping.

Chapter 2: CallWorks Help – This chapter describes how to get help from CallWorks Support. It also describes the contents of this guide.

Chapter 3: Call Screen Components – This chapter provides a detailed overview about the components of the Call Screen.

Chapter 4: Map Screen Components – This chapter provides a detailed overview about the components of the Map Screen. This chapter is only applicable to customers with the CallWorks CallStation with Mapping product.

Chapter 5: Call Management – This chapter describes how calls are managed with CallWorks CallStation.

Chapter 6: SMS Call Management – This chapter describes how SMS calls are managed with CallWorks CallStation.

Chapter 7: Genovation ControlPad – This chapter describes the default key combinations of the Genovation ControlPad.

Appendix A: CallWorks Optional Features – This appendix describes some of the optional features available with the CallWorks product.

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14 CallStation Reference Guide Version 4.2.7 Motorola Solutions Confidential MN004266A01-A Call Screen Components

Chapter 3

Call Screen Components

Introduction to the Call Screen

From the Call Screen, you can manage and monitor calls, view a caller's ANI / ALI information, associated prior knowledge, and call history, as well as place requests for services such as for towing, lock smiths, and so on. Additionally, you can review the details of both active and released calls, listen to call recordings, and more.

You have the ability customize the Call Screen with a color scheme of your choice. To change your default color scheme, from the menus in the top left corner of the Call Screen, select Themes from the System Menu (page 52), and from the resulting submenu, select Dark, Light, or Medium.

When you select a theme, the CallWorks system saves the setting and presents you with the same them the next time you log on to the CallWorks system. A sample of each theme is shown in the following sections.

Call Screen with Dark Theme

Figure 1: Call Screen Components / Call Screen with Dark Theme

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Call Screen with Light Theme

Figure 2: Call Screen Components / Call Screen with Light Theme

Call Screen with Medium Theme

Figure 3: Call Screen Components / Call Screen with Medium Theme

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Logging On and Logging Off

Logging On

Upon launching the CallWorks application, you are directed to a log on page. To log on to the CallWorks system:

1 Enter your case sensitive User Name and Password.

2 After entering your user credentials, click the Login button.

Figure 4: Call Screen Components / Log On Screen

Generally, you are directed to your associated default application after entering your log on credentials. However, if no default application is set for your user name, you are directed to a secondary screen from which you can select the appropriate application (for example, AdminiStation, DecisionStation, CallStation, or other CallWorks applications).

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3 To launch a CallWorks application, click a selection in the list.

Figure 5: Call Screen Components / Applications Screen

4 After logging on, your user name and workstation position is displayed adjacent to the Logout button. For federated systems, the cluster to which you are connected is also displayed. For example, in Figure 4, the user ACD111 is logged on to Position 4 and is connected to Cluster 3.

Figure 6: Call Screen Components / Position and Cluster Information

NOTE: See the Federated Systems topic (page 149) in Appendix A: CallWorks Optional Features for more information about federated systems.

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Logging Off

When exiting the CallWorks system, it is important to log off from the application. Upon logging off the CallWorks system, be sure to close the Firefox browser.

Method 1: Logout Button

Click the Logout button located in the top center of the Call Screen.

Method 2: System Menu

Optionally, from the System menu, select the Log Out option.

Figure 7: Call Screen Components / Log Off Methods

Whether you have selected Log Out from the System menu or clicked the Logout button, after returning to the Log On screen, be sure to close your Firefox browser by clicking the Close button (X) in the top right corner of the browser window.

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Softphone Tab

The Softphone Tab is the default view and opens upon log on to the CallStation. The primary components of the Softphone include the Call Table and Softphone Buttons. The Softphone displays your active call (that is, the call to which you are currently connected), incoming calls, calls being managed by other users in your dispatch groups, and any abandoned calls (See Note).

The Softphone Call Table provides basic details on the call (for example, Status, Duration, Callback, and so on) and full call management options (for example, Answer, Release, Redial, and so on) from the right-click menu. The Softphone Buttons provide single-click speed dial/transfers. See the following sections for more details about the Softphone components including Status Icons (1), Call Table (2), Sortable Column Headers (3), and Softphone Buttons (4).

Figure 8: Call Screen Components / Softphone Call Table 1

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Status Icons

The Softphone Status Icons (1) appear in the far-left column of the Call Table. The color of a Status Icon reflects a specific call state.

Icon Description

Ringing Inbound

Ringing Outbound

Connected

On Hold

Abandoned (See Note)

Transferred (external, non-tandem transfer)

NOTE: As a system configuration option, abandoned calls may be placed in a separate tab (see the Abandoned Tab topic on page 27).

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Softphone Call Table

The Softphone Call Table displays all active and abandoned calls and provides full call management capabilities. Right-click a call to view all call management options (for example, Answer, Redial, Hold, Silent Monitor, Release, and other call management options).

Figure 9: Call Screen Components / Softphone Call Table 2

The text of your active call is displayed in bold font. Additionally, if Smart Default Sort (page 23) is configured for your CallWorks system, your connected call appears at the top of the table.

My Calls and Groups Calls

As a configurable option, the Softphone Call Table may be divided into two distinct call tables: My Calls and Group Calls.

NOTE: The My Calls / Group Calls Softphone Table option is configurable by Dispatch Group. For example, the option may be configured for a Dispatch Group that receives a large volume of calls but not configured for a Dispatch Group that receives a small volume of calls. If this option is not configured for your CallWorks system, your calls, incoming calls, calls being managed by other users in your dispatch groups, and any abandoned calls (if applicable, see the Abandoned Tab topic on page 27) are displayed in a single call table.

The Group Calls Table displays calls of the Dispatch Groups of which you are a member. When you participate in a call (for example, Answer, Barge-In, Silent Monitor, Transfer, and so on), that call moves from the Group Calls Table to the My Calls Table.

The My Calls Table is sorted by active call first, then all other calls sorted by duration of the call. The Group Calls Table is sorted by call duration.

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A horizontal bar separating the My Calls and Group Calls Tables allows you to resize the tables. Drag the bar down to increase the size of the My Calls Table drag the bar up to increase the size of the Group Calls Table.

Call ID Number

Hovering over a call in the Call Table displays the associated Call ID number. When reporting issues to CallWorks Support, it is helpful to provide example Call IDs to aid the troubleshooting process.

Figure 10: Call Screen Components / Softphone Call Table 2

Smart Default Sort

By default, calls are displayed in the Call Table in the following order:

• Active Calls (See Note)

• All other calls (except for Abandoned). Calls are displayed in descending order by duration

• Abandoned Calls in descending order by duration (See Note)

NOTE: The active call is the call to which you are connected. When you take an action on a call (for example, Answer, Barge-In, Silent Monitor, and other call management options), that call moves to the top of the call table. The text of the active call appears in bold font in the table and your user name is displayed in User ID column.

If the Abandoned Tab option (page 27) is enabled, abandoned calls do not appear in the Softphone Tab.

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Notification of Limited Connectivity to Clusters

There may be times when the cluster to which you are connected cannot communicate with one or more clusters in your CallWorks system. Your cluster may be able to receive and handle calls, however, you cannot perform activities on calls on other clusters.

When this situation arises, you are given a visual indication by the message Limited Connectivity displayed with an orange exclamation mark directly above the Event Tab (1). The Softphone Call Table continues to display the calls belonging to the other clusters at the time network connectivity was lost. Those calls, however, are displayed with a gray transparent overlay and the Status Icons of the calls are replaced with the universal "no entry" or "prohibition" symbol indicating the status of the calls is unknown and that no actions can be taken on these calls (2).

Figure 11: Call Screen Components / Notification of Limited Connectivity

When network connectivity returns, the Limited Connectivity message is removed and the Softphone Call Table is refreshed to update the status of the calls from the clusters to which connectivity had been lost.

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Sortable Column Headers

Click any of the table column headers to sort calls accordingly. Click a column header once to sort the column in descending order (directional arrow points down ▼). Click the column header a second time to sort the column in ascending order (directional arrow points up ▲). Click the column header a third time to return the column to the default sort (directional arrows point both up ▲ and down ▼). Call Table columns include the following information:

• User ID – ID of the primary user managing the call. • Status – Call State (for example, Ringing, Connected, Transferred, On Hold, Abandoned). • Duration – Time elapsed since the call began ringing. • Type – Call Type: o Inbound Calls – Displays Line Type (for example, E911, E7Digit, and Admin). o Outbound – Displays Callback for callbacks of emergency calls and Outbound for all other outgoing calls. o Internal – Internal call. o SMS – Text-to-911 call. o An animated right arrow (▪▪►) appears for ringing On-Net transfers. o The plus sign (+) appears when a conference participant is added to the call. • Name – Caller's name. • Callback – Caller's phone number. • Pre ALI – Basic address results preceding full ALI results. Full ALI results are displayed in the ALI Results tab of the Call Window (page 56) when the call is answered.

Figure 12: Call Screen Components / Softphone Sortable Column Headers

NOTE: If you have sorted the table manually by clicking a column header, the table may be returned to the Smart Default Sort (page 23) by opening the Action Menu (page 53) and selecting Reset Softphone Table Sorting from the options listed. Additionally, if you manually sort the table and log off, the table reverts to the Smart Default Sort upon your next log on.

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Softphone Buttons

Softphone Buttons represent key call destinations and function as transfer/speed dial buttons. When on a call, click a Softphone Button to transfer the call to the destination represented by the button or to create a conference call. If there is no call active, a Softphone Button may be used to speed dial the represented call destination. The number of Softphone Buttons displayed in the Softphone Tab is dependent upon screen resolution and browser window size with a maximum of 14 buttons. Hovering over a Softphone Button displays the phone number that is dialed when the button is clicked.

When transferring a call, the CallWorks system selects, from the numbers associated with the destination, the appropriate number to dial for the transfer. If the destination has an associated tandem transfer code (page 95) and you are on a 9-1-1 call, the CallWorks system automatically uses the tandem number to transfer the call. If you are transferring a non-emergency call or making an outbound call, the CallWorks system selects the available 10-digit phone number. Softphone Buttons are configured from AdminiStation.

Figure 13: Call Screen Components / Softphone Buttons

NOTE: As a system configuration option, additional Softphone Buttons may be available on the Call Screen. See the Dial Window topic (page 64) for more information.

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Abandoned Tab

Abandoned calls are created when a 9-1-1 or E7Digit caller releases a call before it can be answered by a 9-1-1 call taker. When a caller releases a call, the call is moved from the Softphone Tab (page 20) to the Abandoned Tab. Placing the abandoned calls in a separate tab allows abandoned calls to be managed using a different workflow from those used to manage regular, non-abandoned calls.

NOTE: The Abandoned Tab is a configurable option and may be hidden. If your CallWorks system is configured to hide the Abandoned Tab, abandoned calls appear in the Softphone Table. Additionally, your CallWorks system may be configured to issue an audible alert when calls are abandoned.

Additionally, the Abandoned Tab prevents the Softphone from being overrun with abandoned calls during times of high call volume. Abandoned calls do not appear in the Softphone Tab if the Abandoned Tab is enabled. A blue dot is added to the top right corner of the Abandoned Tab to indicate the presence of an abandoned call and the text of the Abandoned Tab displays the number of abandoned calls currently contained within the table.

Figure 14: Call Screen Components / Abandoned Tab

From the Abandoned Tab, you can:

• Redial abandoned calls (page 86)

• Clear abandoned calls (page 87)

NOTE: When an abandoned call is redialed from the Abandoned Tab, the Softphone Tab automatically opens displaying the outbound callback number in the Softphone Call Table (page 22). If the outbound callback is not answered, the call returns to the Abandoned Tab upon release.

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Abandoned Call Table

The Abandoned Call Table is sorted by call duration but may be sorted by User ID, Status (Abandoned or Uninitialized Abandoned), Duration, Type, Name, Callback Number, and Pre-ALI Information. Click a column header once to sort the column in descending (▼) order. Click the column header a second time to sort the column in ascending (▲) order. Click the column header a third time to return the column to the default sort (directional arrows point both up ▲ and down ▼).

NOTE: An abandoned call with the Status of Uninitialized Abandoned is an abandoned call for which there is no valid callback number.

Right-click a call to view all call management options (for example, Redial or Clear).

Figure 15: Call Screen Components / Abandoned Tab Redial Option

NOTE: CallWorks offers automated queue assignment for abandoned calls for its ACD system. This optional and configurable feature ensures that all abandoned calls are accounted for and automatically assigned and redialed in a timely manner. See the ACD Abandoned Call Handling topic (page 145) in Appendix A: CallWorks Optional Features for more information.

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Line Organizer Tab

The Line Organizer Tab of the Call Screen displays phone lines and the call activity on each. Like the Softphone Tab, call management options are available from the Line Organizer via the right-click menu. See the following sections for more information about the components of the Line Organizer.

Figure 16: Call Screen Components / Line Organizer Components

NOTE: When a call is answered from the Line Organizer Tab, the Softphone Tab automatically opens displaying the inbound call in the Softphone Call Table (page 22). Line Organizer is a configurable component of the CallWorks system and may not be visible on your Call Screen.

Line Types Sub-Tabs

Line Types are categories such as E911, E7Digit, Admin, and Virtual SIP Lines. Click a Line Type Sub-Tab (1) to view all configured phone lines included in that category. Click the All Lines Sub-Tab to view all phone lines.

NOTE: Unlike the Softphone, the Line Organizer does not display abandoned calls, as these calls are not associated with any line.

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Status Icons

The Status Icons (2) located in the far-left column of the Line Table indicate the current state of the call on that line.

Icon Description

Ringing Inbound Call

Ringing Outbound Call

Connected Call

On Hold Call

Abandoned Call (See Note)

Transferred Call (external, non-tandem transfer)

NOTE: As a system configuration option, abandoned calls may be placed in a separate tab (see the Abandoned Tab topic on page 27).

Line Table

The Line Table (3) displays the phone lines, both active and idle. Full call management options are available from the Line Table. Right-click the line carrying the active call to view all call management options. Hovering over an active line in the table displays the ID number of the call being carried on the line.

Sortable Column Headers

Lines may be sorted by Line ID, User ID, Status, Duration, Type, Name, Callback Number, and Pre-ALI Information. Click a column header (4) to sort the lines accordingly.

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Directory Tab

The Directory contains all the contacts configured within the CallWorks system. From the Directory, you can easily place outbound calls to contacts or, when on a call, add conference participants and transfer calls as needed. Entries are classified by Entry Types such as EMS, Law Enforcement, Fire, and other Entry Types. The configuration of the Directory is managed from AdminiStation.

Figure 17: Call Screen Components / Directory Components

Options for Accessing the Directory • Click the Directory Tab of the Call Screen. • Select Transfer/Conference from the call management options of the drop-down list when right-clicking a call, or click the Conf / Trans button on the Dial Pad. • Type SD into the Command Line of the Event Tab (page 37) and click the Enter button or press the Enter key.

Entry Types

Entry Types (1) are categories to which Directory entries are assigned (for example, Fire, Rescue, Law Enforcement, and so on). Click an Entry Type Sub-Tab to view all the Directory entries in that specific category. The entire Directory may be viewed by clicking the All Sub-Tab.

Filter

Use the Filter (2) field to quickly locate an entry. Search by description or phone number. In the All Sub-Tab, you may also search by Type (for example, Fire, Rescue, Law Enforcement, and so on). As you enter text into the field, the Directory is filtered to display only matching entries.

TIP: The filter does not automatically clear when you leave the Directory Tab. Clear the Filter field to view the full Directory Table.

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Directory Table

Each Entry Type Sub-Tab contains a Directory Table (3) displaying all the entries of that category. When on a call, double-clicking an entry in the Directory Table dials the entry allowing you to either establish a conference call or to transfer the call to that entry. Optionally, you can right-click an entry and select Dial from the drop-down list or click the Dial button to the right of the entry. When not on a call, double-clicking an entry in the Directory Table speed dials the entry.

Entries may contain more than one configured phone number (for example, a 10-digit phone number and a tandem transfer code, and so on). For Entries with multiple numbers, a drop-down list appears in the Contact column of the Directory Table. When on a call, the number displayed at the top of the drop-down list is the number that is used when the entry is dialed.

The CallWorks system selects, from the numbers available, the appropriate number to dial based on call type. If you are on a 9-1-1 call and the Entry contains a tandem transfer code, that number is displayed and used to transfer the call. If you are on a non-emergency call, the available 10-digit number is displayed and used for transfer.

You may override the CallWorks system selection by choosing an alternate 10-digit number you want to dial from the drop-down list. However, a tandem transfer code can only be used when you are on a 9-1-1 call. If you are not on a 9-1-1 call, tandem transfers appear grayed out in the drop-down list.

Sortable Column Headers

Directory entries may be sorted by Description. Additionally, entries may be sorted by Type (for example, Fire, EMS, Law Enforcement, and other Entry Types) from the All Tab. Click any column header (4) to sort the entries accordingly. The Directory may not be sorted by Contact as some entries may contain multiple Contacts.

Dial Buttons

To the right of each Directory entry is a Dial Button (5). When on a call, click the button to create a conference call and optionally transfer the active call to the entry. When not on a call, click the button to speed dial the entry.

Directory Buttons

Directory Buttons (6) may represent key destinations and serve as transfer/speed dial buttons. When on a call, click a Directory Button to create a conference call and optionally transfer the call to the represented destination. When there is no active call, clicking a Directory Button speed dials the represented call destination.

There may be a total of eight Directory Buttons displayed in each Directory Entry Type Sub-Tab. Hovering over a Directory Button displays the phone number of the represented destination. If the destination has an associated tandem transfer code and you are on a 9-1-1 call, the tandem transfer code is displayed when you hover over a Directory Button.

Directory Buttons are created and managed in AdminiStation.

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Call Logs Tab

The Call Logs tab displays detailed information regarding inbound and outbound call history. The amount of time calls remain in the Call Logs is a configurable option with options including 12 and 24 hours. Right-click a call to view available management options.

Figure 18: Call Screen Components / Call Log Components

Call Type Sub-Tabs

Click any of the Call Type Sub-Tabs (1) located to the left of the Call Logs Table to view calls in each category. You can view four categories of released calls:

• My In – Released inbound calls you have handled. • My Out – Released outbound calls you have handled. • Group In – Released inbound calls handled by the Dispatch Groups of which you are a member. (See Note) • Group Out – Released outbound calls handled by the Dispatch Groups of which you are a member. (See Note)

NOTE: The Group In and Group Out Sub-Tabs displayed in the Call Logs are configurable by Dispatch Group and may not appear in your system configuration.

Call Logs Table

The Call Logs Table (2) displays the call history per the configured amount of time (12 or 24 hours) set for the CallWorks system. Right-click options include Call Review (page 117), Redial (page 86), and Playback (page 114).

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Sortable Column Headers

Calls may be sorted by Call ID, Line ID, Status, Call Type, Callback Number, ALI Information, and the Date/Time the call began ringing. Click a column header (3) to sort the entries accordingly. The Call Logs are, by default, sorted by Date/Time with the most recently released calls displayed in descending order.

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Dial Pad

The Dial Pad is a virtual phone and provides an additional tool for managing and placing calls.

Figure 19: Call Screen Components / Dial Pad

• The Dial Pad provides basic call management functions such as Answer, Conf / Trans (Conference/Transfer), Release, Mute, and so on.

• When on a call, the number of the call is displayed in the number pane at the top of the Dial Pad (for example, 205-555-1212 in Figure 17). When not on a call, the number of the last call processed during the current log on session is displayed in the number pane.

• Outbound calls may also be made from the Dial Pad. Click the number pane at the top Dial Pad, enter the number using the soft keys or the workstation keyboard, and click the Dial button. When clicking the number pane, the pane becomes highlighted indicating the Dial Pad is ready to accept a phone number via the keyboard.

• When on a call, use the Dial Pad to manually transfer calls or to manually add conference participants to calls. Click the number pane at the top of the Dial Pad, enter the number of the party using the soft keys or workstation keyboard, and click the Conf / Trans button.

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• The incoming conversation volume of a caller can be adjusted by using the volume slider at the bottom of the Dial Pad. This functionality is especially useful in situations where a caller must speak low or whisper.

Adjust the incoming conversation volume up or down by clicking the plus (+) or minus (–) buttons. Additionally, you can adjust the volume by moving the slider to the right to increase the volume or to the left to decrease the volume.

The volume can be increased to the maximum setting by clicking the speaker icon to the right of the plus (+) button or decreased to the minimum setting by clicking the speaker icon the left of the minus (–) button.

NOTE: The volume slider returns to the default position of zero (0) at the end of each call.

• The Clear button is used to remove any manually entered numbers from the number pane at the top of the Dial Pad.

• The Flash button may be used to cancel a transfer made via a tandem transfer code (page 95).

• The Redial button may be used to redial the last call processed (either inbound or outbound) during the current log on session. The number that is displayed in the number pane at the top of the Dial Pad is the number that is dialed when the Redial button is clicked.

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Event Tab

The Event Tab displays a play-by-play history of all actions taken on calls. From the Event Tab, you can monitor and manage activity related to calls. The Event Tab also allows you to answer and release calls, open other system features (for example, AdminiStation, DecisionStation, and so on), and much more using System Commands (page 65). Additionally, the Event Tab displays system error messages. See the following items for a description on the components of the Event Tab.

Figure 20: Call Screen Components / Event Tab

NOTE: When activity occurs on the Event Tab while focus is set to another tab (for example, the Telecom or SMS Tab), a blue dot is added to the top right corner of the Event Tab to indicate messages have been logged that may require your attention. Similarly, when focus is set to a sub-tab of the Event Tab, a blue dot is added to the top right corner of the All Sub- Tab to indicate messages have been logged that may require your attention.

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Call Sub-Tabs

A sub-tab (1) is automatically created for each new call you handle. Click a sub-tab displaying a phone number to view the Event Log and manage the call. Clicking the All Sub-Tab displays all activity for your current log on session.

NOTE: Sub-tabs are also displayed for closed calls that are reviewed from the Call Logs or CLC.

Event Log

The Event Log (2) displays a full, detailed record of start-to-finish call activity. Examples of the information displayed in the Event Log include system error messages, call answered, call transferred, call released, and so on. Additionally, if the CallWorks system is configured for Manual ALI and/or ALI rebid, the results are displayed in the Event Log. Event Logs are stored in the associated DecisionStation Call and User Detail Records.

NOTE: The number of Event Log messages displayed in each of the Sub-Tabs in the Event Tab is limited to 100. That is, only the 100 most recent Event Log messages are displayed in each Sub-Tab of the Event Tab.

Command Line Console (CLC)

The Command Line Console (3), located below the Event Log, allows users to enter System Commands directly from the keyboard. Example commands include:

• A911 – Answer longest ringing 9-1-1 call.

• AC – Answer the longest ringing inbound call.

• ADMIN – Launch the AdminiStation Application.

• DOC – Open the online documentation.

• / – Add a comment to the call record.

• HELPDESK – Send a message along with the Event Log to CallWorks Support.

See System Commands (page 65) for a complete list and detailed explanations of System Commands.

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Telecom Tab

The Telecom tab features the TDD/TTY, Playback, and Greetings Sub-Tabs. See the following sections for a description of each.

TDD/TTY Sub-Tab

The CallWorks system automatically recognizes a TDD/TTY call on answer and displays the TDD/TTY Sub-Tab. From the TDD/TTY Sub-Tab, you can issue a TDD/TTY Challenge (1), manually communicate with the TDD/TTY caller (2), choose from a variety of predefined messages in the TDD/TTY Auto (3) drop-down list, and view a log of the TDD/TTY conversation (4).

Figure 21: Call Screen Components / TDD/TTY Component

NOTE: The TDD Sub-Tab is a configurable option and may be labeled TTY (or similar) depending upon your CallWorks system configuration.

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Options for Opening the TDD/TTY Feature • Open the Telecom tab and select the TDD/TTY Sub-Tab. • Type TDD/TTY in the Command Line of the Event Tab. • Right-click the call in the Softphone Call Table and select TDD/TTY Challenge from the options in the drop-down list. • Right-click a line carrying a call in the Line Organizer and select TDD/TTY Challenge from the options in the drop-down list. • Right-click the Call Icon on the Map and select TDD/TTY Challenge from the options in the drop-down list.

Predefined TDD/TTY Messages

The TDD/TTY feature provides a selection of Predefined TDD/TTY Messages, located in the TDD/TTY Auto drop-down list, which generally save valuable time when handling a TDD/TTY call. Predefined Messages are standard questions and responses such as "9-1-1. What is your emergency?", "What is your name?", "Stay calm, help is on the way." and so on. Predefined Messages are created and managed from AdminiStation.

NOTE: The list of messages displayed in the drop-down menu may be filtered by typing in the Message field.

Automatic TDD/TTY Challenge

Upon receipt of a TDD/TTY message, the CallWorks system automatically sends an outbound message to the TDD/TTY caller. The Predefined TDD/TTY Message occupying position one in the Predefined Messages list is the message that is automatically sent. Predefined TDD/TTY Messages are managed from AdminiStation.

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Playback Sub-Tab

From the Playback Sub-Tab, you can play recordings of 9-1-1 calls. The Playback component features standard recording controls such as Play, Pause, and Stop. Recordings of calls displayed in the Softphone, Line Organizer, or Call Logs may be played using the Playback Sub-Tab. To listen to recordings of any call, use the Call Playback (page 114) feature found within DecisionStation.

Figure 22: Call Screen Components / Playback Component

Options for Opening the Playback Feature • Open the Telecom Tab and select the Playback Sub-Tab. • Type PLAY in the Command Line of the Event Tab and click the Enter button or press the Enter key. • Right-click a call in the Softphone Call Table and select the Playback option from the drop- down list. • Right-click a line carrying a call in the Line Organizer and select the Playback option from the drop-down list. • Right-click a call in the Call Logs and select the Playback option from the drop-down list.

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Greetings Sub-Tab

From the Greetings Sub-Tab, you can record a post-answer greeting (for example "9-1-1. What is your emergency?"), for each specified Line Type (for example, E911, E7Digit, and Admin). The greeting associated with the Line Type is played when a call is answered. When calls are recorded, the outgoing greeting is included in the call recording.

NOTE: The Greetings Sub-Tab is a configurable component of the CallWorks system and may not be applicable to your CallWorks system.

To Record a Post-Answer Greeting

1 Open the Telecom Tab.

2 Open the Greetings Sub-Tab.

3 Click the Record button.

Figure 23: Call Screen Components / Greetings 1

4 After clicking the Record button, the Polycom begins ringing. Pick up the Polycom handset. A message prompts you to record a post-answer greeting after the beep. Record the greeting you want to play when a call is answered. When you have recorded the greeting, press the pound (#) key on the Polycom phone.

NOTE: If you are using a headset, there is no need to pick up the Polycom handset. Simply record your greeting after the beep.

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5 After pressing the pound (#) key, the recording is displayed in the Greetings Sub-Tab. You may optionally review the greeting by clicking the Play button. If dissatisfied with the recording, simply click the Delete button, and re-record the message.

Figure 24: Call Screen Components / Greetings 2

6 When you are satisfied with the recording, from the drop-down list, select the line type with which the recording is to be associated. When a call is received on the selected line type, the greeting is played when the call is answered. Line Type options may include 9-1-1, E7Digit, and Admin.

Figure 25: Call Screen Components / Greetings 3

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7 After the Line Type is selected, click the Save button.

Figure 26: Call Screen Components / Greetings 4

8 After clicking Save, the saved greeting appears in the Greetings Sub-Tab below the associated Line Type label (for example, 9-1-1 Greeting). To remove a saved greeting, click the Delete button adjacent to the recording.

Figure 27: Call Screen Components / Greetings 5

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9 After recording a greeting, you may want to record a greeting for another Line Type (for example, after saving a greeting for 9-1-1, you want to record a greeting for E7Digit). After saving the first recorded greeting, you must Delete the greeting from the Record New Greeting pane.

Figure 28: Call Screen Components / Record a Second Greeting 1

10 After deleting the recording, click the Record button in the Record New Greeting pane to record a new greeting. Repeat for any additional Line Types.

Figure 29: Call Screen Components / Record a Second Greeting

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SMS/Text Tab

Text-to-911 (or SMS) calls are managed from the SMS Tab of the Call Screen. An incoming SMS call is displayed in the Softphone Call Table. When the SMS call is answered, the SMS Tab is automatically opened displaying the inbound message.

NOTE: The SMS Tab is a configurable option and may be labeled Text (or similar) depending upon your CallWorks system configuration.

Figure 30: Call Screen Components / SMS/Text Tab Overview

IMPORTANT: SMS calls differ from voice calls in that they do not adhere to normal telephony functions. For example, SMS calls do not ring at the Polycom handset but are delivered via the CallWorks application which issues an audible alert upon receipt of an SMS call.

SMS Call Sub-Tabs and SMS Logs

For each SMS call you answer, a sub-tab displaying the phone number of the SMS caller is opened (1). You can click a sub-tab to switch between SMS calls when managing multiple SMS calls. See Active Call Switching (page 129) for more information about managing multiple SMS calls.

Each SMS sub-tab displays a log of the inbound and outbound messages. Displayed above each message is the ID of the message sender (SMS Caller or the User ID of the call taker) and message time stamp. The messages from the SMS caller are displayed in white message bubbles on the left side of the SMS Log while the messages from call takers are displayed in black message bubbles on the right side of the SMS Log.

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Message Field

In the Message field (2), enter the text of the message to send to the SMS caller. Click the Enter button or press the Enter key on your workstation keyboard to send the message.

Figure 31: Call Screen Components / SMS Log & Message Field

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Predefined Messages

From the drop-down menu located above the Message field, you can select a Predefined Message (3) to send to the SMS caller. Predefined Messages are standard responses (for example, "What is your address?", "Who is hurt?" and so on) used in an SMS 9-1-1 call. Predefined Messages are created and managed from AdminiStation.

Figure 32: Call Screen Components / SMS Predefined Messages

NOTE: The list of messages displayed in the drop-down menu may be filtered by typing in the Message field.

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ALI Results

When the SMS call is answered, the Call window displays the ALI Results (if available), any prior Knowledge, the Call History, and/or the Location History associated with the SMS caller's phone number (4).

Figure 33: Call Screen Components / SMS ALI Results

Additionally, if the cellular carrier delivers the X, Y coordinates, those coordinates are plotted on the Map with an SMS Call Icon (page 75).

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Instant Message Tab

The Instant Message Tab allows you to communicate with other system users and entire Dispatch Groups. Simply open the Instant Message Tab, select a user or Dispatch Group from the IM Group/User drop-down list and begin chatting. The Instant Message Tab is a configurable option. Additionally, the CallWorks system may be configured to issue an audible alert on receipt of an Instant Message.

Options for Opening the Instant Message Feature • Open the Instant Message Tab. • From the Action Menu of the Call Screen, select the IM option. • Type IM into the Command Line of the Event Tab and click Enter.

Figure 34: Call Screen Components / Instant Message Component

Components of the Instant Message Tab

1 IM Conversation Log – Displays the messages between you and the other IM participants. Displayed above each message is the User ID of the message sender and message time stamp.

2 IM Conversation Tabs – A new tab opens for each IM conversation.

3 IM Group/User Drop-Down – Select the User or Dispatch Group you want to message.

4 Message Field – Enter messages here. Click the Enter button or press Enter on your workstation keyboard to send.

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Call Status Indicators

The Call Status Indicators, adjacent to the Call Screen Tabs, indicate the status of an active call. Statuses include:

Icon Description

Connected Call

TDD/TTY Call

Call Being Recorded

Deafened Call

Figure 35: Call Screen Components / Call Status Indicators

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Call Screen Menus

The System, Action, and Help drop-down menus located in the top left corner of the Call Screen provide options for opening AdminiStation and DecisionStation, viewing product version, changing location format, and more.

System Menu

The System drop-down menu provides the following options:

• Themes – Provides you with the ability to customize the Call Screen interface with a color scheme of your choice. When you select a theme, the CallWorks systems saves the setting and presents you with the same them the next time you log on to the CallWorks system. Additionally, a check mark to the left of a theme on the submenu indicates the currently selected theme. See Introduction to the Call Screen (page 15) for more information.

• AdminiStation – Opens AdminiStation. Only users with the appropriate access privileges see the AdminiStation option.

• DecisionStation – Opens DecisionStation. Only users with the appropriate access privileges see the DecisionStation option.

Figure 36: Call Screen Components / Call Screen System Menu

• Status Monitor – Opens the Status Monitor. Only users with the appropriate access privileges see the Status Monitor option.

• Print Call Detail – If your CallWorks system is configured to print Call Detail Records, the Print Call Detail option is displayed in the System menu. Select the option to print the information currently displayed in the ALI Results tab of the Call Window.

For systems configured to print Call Detail Records, the detail record is automatically sent to the printer when the call is answered. Call Detail Records for closed calls may be printed by retrieving ALI results for a call using either the Call Review option (page 117) available from the Call Logs (page 33) or the RC CLC Command (page 67).

• Log Out – Ends your log on session. Be sure to close the browser window after logging off from the CallWorks system.

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Action Menu

The Action drop-down menu provides the following options:

• Terminal – Opens the Event Tab and gives focus to the Command Line Console (CLC).

• IM – Opens the Instant Message Tab.

• ALI Results – Opens the ALI Results Sub-Tab of the Call Window.

• Open Map – Opens the Map Screen in a separate browser window if it is not currently open. This option is useful if you have inadvertently closed your Map Screen.

• Save Default Map View – Allows system administrators to save the current Map settings for a Dispatch Group. To save a Map view, center the Map on the area that is to be the default center for the specific Dispatch Group. Set the default zoom degree using any of the various Map zoom features (Taskbar Zoom In or Zoom Out, Rubber Zoom, and Zoom Slider).

When the preferred center and zoom levels are set, open the Action menu, and hover over the Save Default Map View option. A submenu opens displaying all the Dispatch Groups to which you are a member. From the options in the list, select the Dispatch Group for which the current Map view is the default. Repeat for any other Dispatch Groups. Only the last saved Map view is stored. The new default Map view is available to members of the Dispatch Group upon their next log on.

Figure 37: Call Screen Components / Call Screen Action Menu

• Location Format – Allows for the selection of the format of the longitude and latitude (or X, Y) coordinates. Options include Decimal Degrees or Deg/Min/Sec (Degrees, Minutes, and Seconds). Decimal Degrees (DD) is generally the default Location Format setting, unless otherwise configured to Degrees, Minutes, and Seconds (DMS). Changing the Location Format only affects your view and only for the duration of your log on session.

• Reset Softphone Table Sorting – If you have manually sorted the Softphone Table by clicking any of the table column headers, selecting this option returns the table to the Smart Default Sort (page 23) ordering.

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Help Menu

The Help drop-down menu provides the following options:

• About – View System Version and Application Information.

• User Guide – Opens the online User Guide.

Figure 38: Call Screen Components / Call Screen Help Menu

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Connection Status Notifications

Located in the top right corner of the Call Screen is the Connection Status Notification component. This component reflects the current state of the network connection between the position workstation and the cluster you are logged on to. The CallWorks system automatically attempts to reestablish the network connection when delays are experienced. If a network disconnect exceeds five minutes or the CallWorks application is left open during a server restart, you are redirected to the log on screen.

Figure 39: Call Screen Components / Network Status Notification

Connection Status Notifications include:

Notification Icon Meaning

Network Status Normal

Network Connectivity Slow

Retrying Network Connection

Network Connection Failed. Contact Network Administrator.

NOTE: The messages that accompany the Connection Status Notification states are configurable. Additionally, the CallWorks system may be configured to issue an audible alert when network connection fails.

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Call Window

The Call window is used to display detailed information for a call (for example, ANI, ALI, Telephony information, call and location history, and so on), to manually query ALI Results, create ALI Discrepancy Records, and more.

ALI Results Sub-Tab

The ALI Results Sub-Tab displays ANI, ALI, and Telephony information for the call.

Figure 40: Call Screen Components / ALI Results

• ANI Information – Displays calling number, as well as alternate and callback numbers (if provided by ANI).

• ALI Information – Displays Address/Location information associated with the call. If errors are encountered when retrieving ALI (for example, ALI record not found, or No response from ALI), an error message is displayed at the bottom of the Call window as well as in the Event Log (as shown in Figure 39).

NOTE: For wireless calls, the amount of ALI information displayed in the ALI Information section is dependent upon the amount of ALI information provided by the wireless carrier.

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Figure 41: Call Screen Components / ALI Record Not Found

• Telephony Information – Displays additional telephony-related call detail information such as ESN, Type (Inbound or Outbound), PSAP ID, dispatching agencies, and more.

• Manual ALI / ALI Rebid – Enter a 10-digit landline phone number in the text field at the bottom of the Call Window and click the Manual ALI button. If successful, the Manual ALI results appear in the Event Tab.

NOTE: The Manual ALI button is a configurable option and may be labeled ALI Rebid (or similar) depending upon your CallWorks system configuration.

• Retry ALI / Retransmit – If the ALI information of the call is not successfully reported, click this button and the CallWorks system attempts to retrieve the ALI information again. If successful, the X, Y coordinate information section is updated.

NOTE: The Retry ALI button is a configurable option and may be labeled Retransmit (or similar) depending upon your CallWorks system configuration.

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• ALI Discrepancy / Update Location – The primary scenario in which this feature is used occurs when the caller is using a landline phone and the ALI information is incorrect or incomplete. ALI may be incorrect because the caller has moved residences but retained their landline number, or due to road/street renaming. In these scenarios, an ALI Discrepancy Record should be created. After clicking the ALI Discrepancy button, the ALI Discrepancy Record form opens in a separate Sub-Tab of the Call Window. The form fields are automatically populated with the ALI information. Update the incorrect information (for example, Address, City, County, Name, and so on).

NOTE: The ALI Discrepancy button is a configurable option and may be labeled Update Location (or similar) depending upon your CallWorks system configuration.

Notice that the Create ALI Discrepancy Record check box is selected in Figure 40. This check box is selected by default for landline calls. When the Save button is clicked, an ALI Discrepancy Record is saved in the ALI Errors DecisionStation report and the X, Y coordinates are updated in the CallWorks application. CallWorks recommends that you make note of the incorrect information and add the address to a list to be submitted for database correction. Click Reset to clear the ALI Discrepancy Record form. Click the X in the top left corner of the Discrepancy Tab to close the ALI Discrepancy Record form without saving changes.

Figure 42: Call Screen Components / Discrepancy Form

• Zoom to Location – Centers the X, Y coordinates on the Map Screen. (See Note)

NOTE: If your CallWorks system is integrated with RapidSOS and RapidSOS location information is available, you can switch between ANI / ALI provided location information.

When focus is set to the RapidSOS provided information, clicking Zoom to Location centers the RapidSOS provided X, Y coordinates on the Map Screen.

When focus is set to the ANI / ALI provided information, clicking Zoom to Location centers the ALI provided X, Y coordinates on the Map Screen.

The ability to integrate with RapidSOS is a configurable option and may not be applicable in your CallWorks system. See the RapidSOS Integration topic (page 153) in Appendix A: CallWorks Optional Features for more information.

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Knowledge Sub-Tab

AdminiStation provides the capability to compile prior Knowledge information (for example, building floor plans, premise information, special instructions, and so on) for key locations. If a call comes in from an address or phone number associated with Knowledge information, the information is displayed in the Knowledge Sub-Tab of the Call Window. An Event Log message is generated when Knowledge is available.

Figure 43: Call Screen Components / Knowledge File

• Description – Description of the Knowledge information. In some instances, the description is the Knowledge information.

• Link – Link to the file associated with the Knowledge information, if applicable. Click the link to open the file. If no link is available, refer to the text of the Description.

• Source – The source, either Address or Phone Number, associated with the Knowledge information.

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Call History Sub-Tab

If there are past calls from the same number, the calls are displayed in the Call History Sub-Tab. Displayed are the Call ID, Type, Status (for example, Released, Abandoned, and so on), the Date (and time) of the call, the Callback number, and the ALI information. The right-click options available from the Call History Sub-Tab include Call Review (page 117) and Redial (page 86). Only the 30 most recent calls are displayed in the Call History Sub-Tab.

Figure 44: Call Screen Components / Call History

Location History Sub-Tab

If there are past calls from the location, the calls are listed in the Location History Sub-Tab. Displayed are the Call ID, Type, Status (for example, Released, Abandoned, and so on), the Date (and time) of the call, the Callback number, and the ALI information for each of the past calls. The right-click options available from the Location History Sub-Tab include Call Review (page 117) and Redial (page 86). The number of calls displayed in the Location History Table is dependent upon site configuration with options including 100 and 30.

Figure 45: Call Screen Components / Location History

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Request Window

The Request window serves as a tool to aid in issuing service requests (for example, towing, private medical transporting, and so on) to Service Providers that can assist with incident response. The Service Request feature includes provider recommendations. The CallWorks system tracks provider assignments separately for each service category so that future recommendations may be made fairly, in a rotational manner.

An example incident in which a service request is useful is an automobile accident in which one or more of the vehicles involved needs to be towed from the scene of the accident. Using the Service Request feature, you can issue and record a request to a towing service to report to the scene of the accident, supplying the provider with the exact location and details on the wreck such as the types of vehicles involved and the severity of the damage.

NOTE: The Request window is a configurable option and may not be applicable to your CallWorks system. Request Categories and Request Providers are created and managed within AdminiStation.

Figure 46: Call Screen Components / Request Window

1 New – Click to create a new Service Request. A blank Request window is displayed.

2 Service Request History – Click to view Service Request History. From the drop-down list, choose the time span of the data to display. Options include 1 hour, 2 hours, 8 hours, 10 hours, 12 hours, 24 hours, and 48 hours. For example, if 10 hours is selected, all the Service Requests issued in the last 10 hours are displayed in the Request window. Click a request to expand the row and view the details of that past request.

3 Location of Incident – After clicking the New button, you must manually enter the address of the incident. Enter the full or partial address into the field and select the address of the incident from the matching results displayed in the drop-down list.

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4 Service Category – From the drop-down list, select the type of service. Examples of Service Categories may include Towing, Medical Transporting, Locksmith, and so on. Service Categories are created and managed from AdminiStation.

5 Service Provider – After selecting the Service Category, Service Providers included in that service category appear in the Service Provider drop-down list. The next provider in the rotation is automatically pre-selected. However, to override the recommendation for any reason, simply select another provider from the drop-down list. Service providers are created and managed in AdminiStation.

6 Service Request Information – Displayed here is the address of the incident including the X, Y coordinates of the location. You generally communicate this information to the Service Provider upon contact.

7 Additional Service Request Information [Optional] – Below the Service Request Information are two blank fields in which you may enter additional details about the incident for which a request is being created. In Figure 44 (preceding page), a brief description of the vehicles involved in an automobile accident is provided, giving the Service Request Provider an idea of the resources that may be needed to address the incident.

8 Service Provider Information – When the Service Provider is selected, the information for that provider is populated in the Service Provider Information area. The information includes the provider's email, address, and location coordinates. Service Provider information is entered and stored in AdminiStation.

9 Phone Number and Dial Button – Displayed below the Service Provider Information is the provider's contact number. Adjacent to the number is a Dial Button. Click the button to call the provider.

10 Service Status – After calling the Service Provider, choose the status of the Service Request from the options in the drop-down list. Options include Accepted, Cancelled, Comment, Rejected, and Skipped.

• Accepted – The Service Provider agrees to assist.

• Cancelled – After the Service Request is Accepted, it is determined that the Service Request is no longer needed.

• Comment – At any time after the Service Request is created (even after it is closed), optionally enter additional information about the Service Request by selecting this status.

• Rejected – If the Service Provider is unavailable to accept the Request for an invalid reason (for example, the service provider is too busy), select the Rejected option. The CallWorks system automatically brings up the contact information for the next Service Provider in the chosen Request category. Rejected Providers are placed at the bottom of the rotation.

• Skipped – If the Service Provider is unable to provide service for a valid reason (for example, the provider is available, but does not have the proper equipment for the specific situation), select the Skipped option. The contact information for the next Service Provider in the list is automatically displayed. Skipped Providers remain at the top of the rotation for future requests. For future reference, CallWorks recommends you enter a comment explaining the reason the Service Provider was skipped.

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11 Additional Status Details [Optional] – After selecting Comment in the Service Status field, a blank field located to the right of the Service Status is displayed, allowing entry of additional comments about the Service Request.

12 Confirm Request Additional Details – When the text of the comment is entered in the field, click the check mark to save the additional details. The check mark is only displayed after the Comment status is selected. It is only used to save the text from the field. All other fields in the Request tab are saved automatically.

13 Request History Log – Below the Service Request information is the Request History Log, displaying recent Service Requests. Click any Service Request to display its details.

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Dial Window

From the Dial window, you have access to additional Softphone Buttons. The Dial window displays all the Softphone Buttons configured for the Dispatch Groups of which you are a member.

Figure 47: Call Screen Components / Dial Window

The Softphone Buttons displayed in the Dial window function in the same manner as Softphone Buttons displayed in the Softphone Tab (page 20).

NOTE: The Dial Window is a configurable option and may not be applicable in your CallWorks system.

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System Commands

Use the following commands in conjunction with the Command Line of the Event Tab (page 37).

• for required elements • {curly brackets} for one or multiple entries • [brackets] for optional elements

NOTE: Brackets are only used in the following descriptions to differentiate between required and optional elements and to point out those commands that allow for the entry of multiple elements. Do not include any brackets when using commands.

/ Format: / comment Class: Definition and Notes Use: Associate a comment with the active call and/or incident.

? Format: ? Class: Help Use: Display all system commands in the Event Log.

A911 Format: A911 Class: Call Taking Use: Answer 911. Answer longest ringing 9-1-1 call or, if no ringing 9-1-1 call is present, the longest ringing non-emergency call.

AC Format: AC Class: Call Taking Use: Answer Call. Answer longest ringing inbound call, giving priority to emergency calls.

ADMIN Format: ADMIN Class: AdminiStation Use: Open the AdminiStation application.

CALL Format: CALL Class: Call Taking Use: Place a call to the specified number.

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DOC Format: DOC Class: Help Use: Open the online user guide.

DS Format: DS Class: DecisionStation Use: Launch DecisionStation.

HELP Format: HELP Class: Help Use: Displays all system commands in the Event Log.

HELPDESK Format: HELPDESK Class: Help Use: Send a message to the Helpdesk along with the current activity.

IM Format: IM (Example: ACDUSER15 IM Can you join Class: Messaging Use: Open the Instant Message Tab and send a message to a specified user. Example: ACDUSER15 IM Can you join call 25472 and assist?

Figure 48: Call Screen Components / System Commands / IM Command Example

PIN Format: PIN Class: Mapping Use: PIN the specified coordinates on the Map. Enter X, Y in decimal degrees. Example: PIN -86.34955 35.18154

Figure 49: Call Screen Components / System Commands / PIN Command Example

PLAY Format: PLAY Class: Call Taking and Management Use: Open the Playback Sub-Tab while participating in an active call.

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R Format: R / comment Class: Call Taking Use: Release the active call (optionally adding comment to the call).

RC Format: RC / comment Class: Call Taking Use: Recall the specified released or abandoned call (optionally adding comment to the call).

SD Format: SD Class: Call Taking Use: Show the Directory Tab.

SUPPORT Format: SUPPORT (message) Class: Help Use: Report an error or problem that is not of a critical nature. Sends the current state of the CallWorks system's buffer to the server along with your message so CallWorks' support team may immediately begin work on your issue.

TDD / TTY Format: TDD (or) TTY / comment Class: Call Taking Use: Show the TDD (or) TTY Sub-Tab.

NOTE: Depending upon your CallWorks system configuration, this sub-tab may be labeled TDD or TTY. Which command you use (TDD or TTY) depends on this labeling.

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Chapter 4

Map Screen Components

The Map Screen provides full call management options. The Map Screen components are displayed in Figure 48.

NOTE: Map Screen Components are applicable only to the CallWorks CallStation with Mapping application. If you are uncertain whether your CallWorks system includes Mapping, from the menus in the top left corner of the CallStation, select the About option from the Help drop- down list.

1 Taskbar and Zoom Slider

2 Map Legend (Map Layer Controller)

3 Distance, Location, and Scale

4 MapView Zoom

5 Map Icons

6 Uncertainty Circles (Inset)

Figure 50: Map Screen Components / Overview

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Taskbar and Zoom Slider

The icons on the taskbar represent the following tools. Simply click the icon on the taskbar to use the associated tool.

Icon Description

Used to navigate and position the Map. When the icon is red (as shown in the example here), the icon is active. Grab

Used to draw a box around the area on which to zoom. When the icon is red, the Rubber Zoom feature is active. Rubber Zoom

Used to measure the distance between two or more points. Click two points on the Map, drawing a line from point to point. The Distance pane Measure at the bottom of the screen displays the distance between the two points. Clicking additional points on the Map continues to add to the total distance between all points. Double-clicking the Map resets the distance. When the icon is red, the Measure feature is active. See the Distance, Location, and Scale topic (page 73) for more information about measuring distance.

Used to reset the Map to the default view of the Dispatch Group of which you are a member. If no default view is set for your Dispatch Group, the Default Map View Map resets to the CallWorks system default view. If you belong to more than one Dispatch Group, the view is reset to the default of the first applicable Dispatch Group. Default Map views are set from the Action Menu (page 53).

Used to increase the magnification of the Map view.

Zoom In

Used to decrease the magnification of the Map view.

Zoom Out

Used in conjunction with the Map Search feature (see the Map Search description that follows). After entering an address in the Find field, the Pin Pin icon appears on the Map, marking the location of the searched address. Subsequently clicking the Pin icon removes it from the Map. Additionally, the Pin is used to mark X, Y Coordinates when using the PIN CLC Command. When the icon is red (as shown in the example here), the Pin feature is active.

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Icon Description

Used to toggle between viewing or not viewing ESN information on the Map. When the ESN Toggle is active, hover over any location on the ESN Toggle Map to view its associated ESN. When the icon is red (as shown in the example here), the ESN Toggle is active.

Used to open the Find field, allowing entry of an address, street name, or a common place name. When the icon is red, the Map Search feature Map Search is active. • When entering addresses, all matching entries are shown as drop- down entries in the Find field. • When the desired location is selected, the Pin icon marks the location on the Map. • Common Place names (page 159) can be searched by preceding the entry with the percentage (%) character and pressing Enter on your keyboard. • Similarly, cross streets may be searched by preceding an entry with the AT (@) character.

Offers an additional method for adjusting the zoom level. Slide down to zoom out, up to zoom in.

Zoom Slider

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Map Legend (Map Layer Controller)

The Map Legend (Map Layer Controller) is in the top right corner of the Mapping Screen. Use the Map Legend to set the layers to display on the Map. For example, selecting the Landmarks check box displays schools, government buildings, public parks, cemeteries, and other landmarks.

To add a layer, simply select the check box beside the layer. Clear the check box to remove a layer from the Map. Click the red tab in the top right corner to collapse (–) or expand (+) the Legend.

Figure 51: Map Screen Components / Map Legend (Map Layer Controller)

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Distance, Location, and Scale

Displayed at the bottom center of the Map Screen are the Distance Measurement, Locations Coordinates, and Map Scale panes.

Distance Measurement

The top pane displays distance measurements. The Distance Measurement pane is used in conjunction with the Measure tool (page 70).

Click and use the Measure tool (1) to connect two points on the map. The distance between the two points (2) is displayed in the Distance Measurement (3) pane. Clicking additional points on the Map continues to add to the total distance between all points. Double-click the Map to reset the distance. See Figure 50 for an example of the Distance Measurement feature.

Location Coordinates

The middle pane displays the X, Y coordinates of the location, corresponding to longitude and latitude. Choose the format in which the location is displayed by clicking the Action Menu (page 53) of the Call Screen and selecting Location Format from the options in the drop-down list. Select either Decimal Degrees (generally system default) or Deg/Min/Sec. Changing Location Format only affects your view of the Map and only for the duration of your log on session.

Map Scale

The bottom pane displays the Map scale in miles or feet for the current zoom level.

Figure 52: Map Screen Components / Distance, Location, and Scale

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MapView Zoom

The MapView Zoom tool allows you to quickly change the area of the Map being viewed. A mini-map is displayed in the MapView Zoom pane, with a small red box indicating the portion of the Map currently displayed. Dragging the red box to the desired area of the mini-map causes the full Map image to correspondingly shift to the selected area.

If the MapView Zoom component is not currently visible on the Map Screen, click the small red tab (+) in the bottom left corner of the Map Screen to expand the MapView Zoom. Optionally, when the MapView Zoom component is expanded, click the red tab (–) to minimize.

Figure 53: Map Screen Components / MapView Zoom

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Map Icons

The CallWorks system automatically plots calls and incidents on the Map. See the following sections for more information about Map icons.

Call Icons

Calls are mapped automatically by the CallWorks system. Right-click the Call Icon to view call management options including Answer, Redial, Barge-In, Override, and so on. The color of the icon indicates the call state. The phone number provided by ANI is displayed inside the call bubble.

The Call Icon indicates whether the call is:

Icon Description

Landline

Wireless

Voice Over IP

SMS

NOTE: SMS calls plot on the Map if MSRP

(Message Relay Protocol) is in place.

TDD/TTY

The color of a Call Icon corresponds with call status:

Icon Description

Abandoned

NOTE: For systems configured with the Abandoned Tab (page 27), abandoned Call Icons may be hidden from the map as a

system configuration option.

Connected

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Icon Description

Held

Ringing Inbound

Ringing Outbound

Transferred

Released

NOTE: As a system configuration option, released Call Icons may be displayed on the Map for a configured amount of time after the call is released.

The Call Icon right-click options include Call Review (page 117), Redial (page 86), Playback (page 114), and Remove (page 87).

Recently closed calls associated with a valid location can be plotted on the Map. To do so, right-click a call in the Call Logs Table (page 33) and select the Call Review option (page 117) from the drop-down

menu.

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When Map icons are near one another, icons may overlap, making it difficult to click the icon or select an option from the drop-down menu. The CallWorks system provides two options for maneuvering Map Icons:

• Right-click the overlaying (top) icon and select the Send to Back option from the drop-down menu.

• Click the overlaid (bottom) icon twice to bring the icon to the front.

Figure 54: Map Screen Components / Send to Back Option

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When multiple 9-1-1 calls are received from the same location, the Call Icon changes to a Multi- Select Icon. If any one of the calls is ringing, the phone on the icon becomes animated with a rocking motion, changes to red, and the number of calls associated with the location is updated. In the following example, a third 9-1-1 call is coming in from the same location where two previous calls are being handled. To answer the call:

1 Right-click the Multi-Select icon. A drop-down menu listing all the calls from the location is displayed with the incoming call shown in red.

Figure 55: Map Screen Components / Answer from Multi-Select

2 Hover over the incoming call and select Answer from the options in the submenu.

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Uncertainty Circles

An uncertainty circle surrounds an incoming wireless call whose ALI results report confidence and uncertainty, marking the area from which the call is being made. Displayed above the uncertainty circle is a percentage reflecting the degree of confidence that the call is coming from within the area covered by the uncertainty circle. For example, Figure 54 shows a wireless call with 91% confidence that the call is coming from the area marked.

Figure 56: Map Screen Components / Uncertainty Circle

If your CallWorks system is integrated with RapidSOS and RapidSOS location data is available for an inbound wireless 9-1-1 call, a red RapidSOS uncertainty circle may be displayed on the Map Screen in addition to the ALI uncertainty circle (as shown in Figure 55).

Figure 57: Map Screen Components / RapidSOS Uncertainty

NOTE: The ability to integrate with RapidSOS is a configurable option and may not be applicable in your CallWorks system. See the RapidSOS Integration topic (page 153) in Appendix A: CallWorks Optional Features for more information.

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Chapter 5

Call Management

Answering Calls

An incoming call is displayed in the Softphone Call Table, the Line Organizer Line Table, and on the Map Screen. Calls may be managed from any of these locations.

When a new call is answered:

• The red "Ringing" status icon turns green, indicating that the call is connected. • The red Call Icon on the Map turns green. • Any previously active call is automatically placed on hold. • A sub-tab opens in the Event Log (page 38), displaying a record of all actions taken on the call. • The number of the call appears in the number pane at the top of the Dial Pad when the call is connected.

• If the call is an E911 call, the ALI information appears in the Call Window (page 56).

• If your CallWorks system is configured with the My Calls and Group Calls Softphone Tables option, the call moves from the Group Calls Table to the My Calls Table.

NOTE: If the Softphone Tab is not the tab currently displayed on the Call Screen, it automatically opens when a call is answered.

Options for Answering a Call

• From the Softphone Call Table,

o Right-click the call and select Answer from the drop-down menu (1)

o Double-click the call • From the Line Organizer Line Table (page 30),

o Right-click the line carrying the call and select Answer from the drop-down menu

o Double-click the line carrying the call • In the Event Tab Command Line (page 38),

o Enter A911and click Enter.

o Enter AC and click Enter.

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• From the Map Screen,

o Right-click the Call Icon and select Answer from the drop-down menu

o Double-click the Call Icon. • From the Dial Pad, click the Answer button. (2)

• From the workstation keyboard, press F12.

• Pick up the phone handset.

• Press the Answer button on the phone.

• Press the Line button on the phone.

NOTE: Be aware that if you are not using a headset and you answer the call from the CallWorks application, the call is automatically placed on speakerphone on the Polycom.

Figure 58: Call Management / Answer Options

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Releasing Calls

The CallWorks system provides several methods for disconnecting from a call.

Options for Releasing Active Calls

• From the Softphone Call Table, right-click the call and select Release from the drop-down menu. (1)

• From the Line Organizer Line Table, right-click the line carrying the call and select Release from the drop-down menu.

• In the Event Tab Command Line, enter R and click Enter.

• From the Map Screen, right-click the Call Icon and select Release from the drop-down menu.

• From the Dial Pad, click the Release button. (2)

• From your workstation keyboard, press CTRL + F12.

• Hang up the phone receiver.

Figure 59: Call Management / Release Options

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Holding & Unholding Calls

Holding Calls

A call may be placed On Hold from a variety of locations including the Softphone Call Table, Line Organizer Line Table, Dial Pad, and the Map Screen.

Figure 60: Call Management / Hold Options

Options for Placing Calls on Hold

• From the Softphone Call Table, right-click the call and select Hold from the drop-down menu. (1)

• From the Line Organizer Line Table, right-click the line carrying the call and select Hold from the drop-down menu.

• From the Dial Pad, click the Hold button. (2)

• From the Map Screen, right-click the Call Icon and select Hold from the drop-down menu.

When a call is placed on hold:

• A yellow status icon appears to the left of the call in both the Softphone Call Table and Line Organizer Line Table.

• The Call Icon on the Map turns yellow.

• The Hold button on the Dial Pad changes to a yellow Unhold button.

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Unholding Calls

A call may be taken off hold from a variety of locations including the Softphone Call Table, Line Organizer Line Table, Dial Pad, and the Map. You can unhold a call even if you did not originally place the call on hold.

Figure 61: Call Management / Unhold Options

Options for Unholding Calls

• From the Softphone Call Table:

o Right-click the call and select Hold from the drop-down menu (1)

o Right-click the call and select Answer from the drop-down menu

o Double-click the call • From the Line Organizer Line Table:

o Right-click the line carrying the call and select Hold from the drop-down menu

o Right-click the line carrying the call and select Answer from the drop-down menu

o Double-click the line • From the Dial Pad, click the Unhold button (2)

• From the Map Screen:

o Right-click the Call Icon and select Hold from the drop-down menu

o Right-click the Call Icon and select Answer from the drop-down menu

o Double-click the Call Icon

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Handling Abandoned Calls

All emergency calls are recorded by the CallWorks system, even if the caller hangs up before the call is answered. The abandoned emergency call appears in the Abandoned Tab (page 27) and on the Map. A blue Status Icon appears to the left of the call indicating that the call is abandoned. Similarly, the Call Icon on the Map turns blue.

NOTE: As a configuration option, the Abandoned Tab may be hidden. When the Abandoned Tab is disabled, abandoned calls appear in the Softphone Tab (page 20) and may be managed from there.

Return Abandoned

Abandoned calls may be called back from the Softphone or Abandoned Tab, depending on system configuration. If the callback is unanswered by the 9-1-1 caller, the call returns to a status of Abandoned. To redial an abandoned call:

• From the Abandoned Call Table:

o Right-click the abandoned call and select Redial from the drop-down menu

o Double-click the abandoned call

NOTE: When an abandoned call is redialed from the Abandoned Tab, the Softphone automatically opens displaying the outbound callback.

Figure 62: Call Management / Redial Abandoned Option

• From the Map:

o Right-click the Call Icon and select Redial from the drop-down menu

o Double-click the Call Icon

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Clear Abandoned

There are instances when redialing an abandoned call is unnecessary (for example, the 9-1-1 caller immediately calls back). In these situations, simply clear the abandoned call from the Abandoned Tab or Softphone (depending on your CallWorks system configuration) by right-clicking the abandoned call and selecting Release. Optionally, right-click the Abandoned Call Icon on the Map and select Release.

Figure 63: Call Management / Clear Abandoned Option

NOTE: An abandoned call with the Status of Uninitialized Abandoned is an abandoned call for which there is no valid callback number.

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Transferring Calls

Transferring a call is essentially establishing a conference call and then releasing, leaving the other parties connected. A transferred call may be released either before the new party answers (blind transfers), or after introducing the caller/transferee (warm transfers). ANI and ALI information only follow calls placed on 9-1-1 tandem lines (page 95), so it is important to transfer correctly when transferring to another agency.

NOTE: If you want to speak in private with the conference party as soon as they answer, deafen the caller (page 108) before initiating the transfer. You should note, however, that conference calls established via tandem transfer lines may not be deafened.

The CallWorks system features smart context dialing. If a destination represented by a Softphone Button, Directory Button, or an Entry has both a tandem transfer code and a 10-digit non-emergency number, the CallWorks system selects which number to dial based on the type of call you are attempting to transfer (for example, E911 calls are transferred using the available tandem transfer code, non-9-1-1 calls are transferred using the available 10-digit phone number).

Methods for Transferring Calls

Calls may be transferred using one of the following options:

• Softphone Buttons • Directory entries or Directory Buttons • Manual Transfer using the Dial Pad

NOTE: The Dial Pad is used to manually transfer calls when a destination is not contained within the Directory or represented by a Softphone Button.

Transferring a Call via Softphone Buttons

Most transfers are made using the Softphone Buttons (page 26), which are intended to represent the destinations to which your agency most often transfers calls.

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1 When on a call, click the Softphone Button representing the Destination to which you want to transfer the call.

Figure 64: Call Management / Softphone Transfer Step 1

2 Release any time after the call begins to ring. To release yourself from the call and leave the caller and transfer destination connected:

• Hang up the phone handset if not using a headset or the speakerphone

• Click the Release button on the Dial Pad

• Right-click the call in the Softphone or Line Organizer and select Release

• Right-click the Call Icon on the Map and select Release

Figure 65: Call Management / Softphone Transfer Step 2

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When the call is transferred:

• For external transfers with no local call participants, the call is displayed in the Softphone Call Table with a Transferred status and a black status icon. If your CallWorks system is configured with the My Calls and Group Calls Softphone Tables option, the call remains in your My Calls Table because it is a call in which you have participated. Additionally, the Call Icon on the Map Screen turns black.

NOTE: Your CallWorks system may be configured to hide non-tandem transfers. If this configuration option is active, non-tandem transfers may not appear in the Softphone Call Table when the transfer is complete. This option is configurable per dispatch group.

• If the call is transferred using the 9-1-1 Tandem, it does not appear in the CallWorks application when the call is released.

• A black status icon is not displayed for calls transferred On-Net (transfers to your Dispatch Groups from another Dispatch Group). However, an animated right arrow (▪▪►) appears in the Type column for ringing On-Net transfers (as shown in the Manually Transferring a Call topic on page 93).

Figure 66: Call Management / External Transfer via Softphone

Transferring a Call via the Directory

1 Open the Directory using one of the following options:

• Click the Directory Tab • Right-click the call and select Conference/Transfer from the drop-down menu • Click the Conf / Trans button on the Dial Pad

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Figure 67: Call Management / Directory Transfer Step 1

2 The Directory (page 31) is displayed. Select the entry to which to transfer the call and select from one of the following options:

• Click the Directory Button • Right-click the Directory entry and select Dial from the drop-down menu • Double-click the Directory entry • Click the Dial button to the right of the Directory entry

Figure 68: Call Management / Directory Transfer Step 2

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3 The call may be released any time after the call begins ringing.

Figure 69: Call Management / Directory Transfer Step 3

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Manually Transferring a Call

To transfer a call to a phone number that is not contained in the Directory, use the Dial Pad. The phone number of the active call is displayed in the number pane at the top of the Dial Pad.

1 Click the number pane at the top of the Dial Pad.

2 Use either the Dial Pad soft keys or your workstation number pad to enter the phone number of the destination to which to transfer the call. The phone number appears above the phone number of the active call.

3 Click the Conf / Trans button on the Dial Pad.

4 Release the call by clicking the Release button on the Dial Pad. Optionally, release the call by right-clicking the call in the Softphone Call Table or Line Organizer Line Table, or Map Call Icon and selecting Release.

Figure 70: Call Management / Manual Transfer

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Cancelling Transfers

You may cancel a transfer before the party to which you are transferring the call answers. A transfer may require cancellation if the incorrect speed dial button or directory entry was selected or the transfer party fails to answer.

For calls transferred to 10-digit phone numbers:

• Right-click the call and select Conference Release from the options in the right-click management menu. (1)

For calls transferred using tandem transfer codes:

• Click the Flash button on the Dial Pad (page 35). (2)

Figure 71: Call Management / Cancel a Transfer

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Using Tandem Transfers

Central Office Based (Tandem) Transfer (via Selective Router)

Tandem lines carry the ANI information as well as the voice signal. This is the type of line/number that should be used when transferring a call to an E911 call center or agency.

Tandem Transfer is a standard service available for each 9-1-1 PSAP from the associated Telephone Company providing Selective Routing Services (SRS) to a given PSAP via its CAMA Trunk connection. This service provides the capability for an established 9-1-1 call to be transferred by the receiving PSAP call taker, via the E911 tandem office, to another PSAP or to some other destination via analog land lines connected through the tandem.

An E911 (tandem) transfer is accomplished at the E911 tandem central office via a 3-way conference type connection. This is accomplished by Flash-Hook and DTMF dialing of an acceptable digit string associated with the desired conference/transfer location. This is done by automatically generating and sending Speed Calling codes in the form of *xx. At a minimum, the codes are in the range of *11 to *69. Call transfer may also be accomplished by having the call taker dial the Speed Calling codes for the entire Directory Number (DN) manually.

A request for transfer is recognized when a flash signal (500 ± 50 ms on-hook signal) is received by the Tandem over the CAMA trunk from the PSAP. This permits a simultaneous 3-way connection for the calling party, primary PSAP call taker, and the desired destination, which may be another PSAP, some other 7, or 10-digit DNs. There are three types of Tandem transfer services available via the CAMA Trunk circuit connected to the SRS. These are selective, fixed, and manual and are available individually or in combination for any PSAP served by an SRS.

Selective Transfer

Selective transfer is an optional service that allows an established 9-1-1 call to be selectively transferred via the E911 tandem office from the primary PSAP Workstation to the correct secondary PSAP associated with the calling station ANI DN. This transfer occurs without the primary PSAP call taker having to determine and manually dial the digits for the correct destination. These may be standard single click buttons on the Workstation screen or via Directory entries. Each primary PSAP may have several secondary PSAPs associated with it for this transfer feature. To initiate selective transfer to the correct secondary PSAP, the PSAP call taker operates a Softphone Button or Directory Entry associated with the specific type of emergency service desired (for example, fire department). The E911 tandem office automatically determines the designated secondary PSAP (for example, fire department A) to serve the calling party's address/location, and selectively transfers the 9-1-1 call to that secondary PSAP. 9-1-1 calls may also be selectively transferred to non-PSAP locations (for example, Poison Control Centers).

With selective transfer, the list of secondary PSAP DN’s is used to transfer an E911 call selectively per the Emergency Services Number (ESN) received. Selective transfer codes have the form of *1X, where X = 1 to 6. Additionally, *11 for LAW, *12 for FIRE, *13 for EMS, and *14 for Poison Control agencies may be specifically associated with the ESN of caller ANI as required. Typically, a PSAP is designated as a primary or secondary. The designation refers to the order in which E911 calls are presented by the Tandem. Primary PSAPs respond first; secondary PSAPs receive calls only on a transfer basis.

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Fixed Transfer

Fixed transfer is a service that allows an established 9-1-1 call to be transferred by the PSAP call taker to another PSAP destination (for example, fire department). By the operation of a Directory Button or a Directory speed dial code, fixed transfer uses the Speed Calling feature of the E911 tandem office. E911 calls may also be transferred to non-PSAP locations (for example, State Police).

With fixed transfer, the prefixed 2-digit Speed Calling code has the form of *NX, where N = 2 to 6 and X = 0 to 9. (For example, Shelby County Sheriff might be *32)

Fixed transfer provides for call transfer to any limited number of destinations. The PSAP call taker determines the desired destination and operates the specific directory entry or button associated with that destination as required.

Manual Transfer

With manual transfer, the PSAP call taker determines the desired destination and manually dials the number of the destination.

Additional Tandem Conference/Transfer Information

If the routing DN leads to a secondary PSAP equipped with E911 CAMA trunks, the ANI sent to the primary PSAP is also sent to the secondary PSAP. If the secondary PSAP has alternate routing (for night service, all trunks busy or both) configured, which loops back to the PSAP requesting the transfer, the transfer is blocked and the originating PSAP call taker receives overflow (fast-busy) tone (120 ipm) to indicate that the transfer is not allowed. When the transfer is complete, all parties are connected via a 3-port conference circuit at the E911 tandem office until one of the parties disconnects from the call. While all three parties are connected, the primary PSAP can cause the secondary PSAP to be disconnected (forced off) by sending an on-hook flash signal (500 ms ± 50 ms) to the E911 tandem office. The E911 tandem office re-establishes the call as a 2-party call between the calling party and the primary PSAP. Additionally, if a selective transfer request is not valid, fast busy (120 ipm) is returned to the PSAP call taker requesting the transfer. An invalid request occurs upon receipt of a selective transfer code (*1X) when no DN is stored in memory at the E911 tandem office.

E911 Call Transfer Sequence – Detail

When the PSAP call taker initiates selective or fixed transfer by using Directory entries or Softphone or Directory Buttons on a CallWorks Workstation, the CallWorks system sends a flash signal (500 ms ± 50 ms on-hook) to the E911 tandem office. Otherwise, for a manual transfer, the call taker selects the Flash Key on the Dial Pad and causes a timed on-hook flash signal to be generated and sent to the E911 tandem office. In either case, when the flash signal is detected, the E911 tandem office attempts to seize a three-port conference circuit and a DTMF receiver and provides Dial Tone to the CallWorks system. However, if there are error conditions, one of three events may occur:

• If a 3-port conference circuit is not available, the flash signal is ignored and Dial Tone is not presented to the CallWorks system.

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• If a DTMF receiver is not available within 3 to 4 seconds of receiving the flash signal, the flash signal is ignored. If a DTMF receiver is not immediately available, an attempt is made to queue for a DTMF receiver during the 3 to 4 second interval. However, it may not be possible to queue due to a queue overload.

• If a 3-port conference circuit and DTMF receiver are seized, the calling party, DTMF receiver and 9-1-1 trunk are connected to the 3-port conference circuit (with the calling party split), and Dial Tone is returned to the CallWorks System. This prompts the CallWorks system dial the desired DTMF digit string.

When dialing is complete, all parties are bridged. For any type of transfer that terminates to another E911 PSAP, the original ANI information is sent to the PSAP destination for the transfer call. No matter how many transfers occur and in what order PSAP call takers disconnect, when a transfer is from one E911 PSAP to another, the original ANI information is passed to the added E911 PSAP.

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Conferencing Calls

The conference feature allows additional parties to be added to an active call. The steps for conferencing a call are very like those for transferring a call, except that no release is performed after connecting the parties. After establishing the conference, the plus sign (+) is added under the Call Type column in the Softphone Call Table.

Establishing a Conference Call

Use the following steps add a party contained within the Directory to a conference call. To add a party not stored in the Directory to a conference call, perform a Manual Conference (page 99) using the Dial Pad.

1 Open the Directory using one of the following options: • Click the Directory Tab • Right-click the call in the Softphone or Line Organizer Tab and select Conference/Transfer from the drop-down menu • Click the Conf / Trans button on the Dial Pad 2 The Directory opens (page 31). Select the entry to add to the call and do one of the following: • Right-click the entry and select Dial • Double-click the entry • Click the Dial button to the right of the entry. 3 The selected entry is dialed and a conference call is established when the call is answered. Repeat this process to add any additional parties to the call.

Figure 72: Call Management / Add Conference Participant via Directory

NOTE: Softphone Buttons and Directory Buttons may also be used to add another party to a call. When on a call, simply click a button and the destination is dialed.

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Manually Adding Parties to a Conference

To add a party that is not contained within the Directory to a conference call, use the Dial Pad.

1 The phone number of the active call is displayed in the number pane at the top of the Dial Pad.

2 Click the number pane at the top of the Dial Pad and enter the phone number of the party to be added to the conference call. The phone number appears above the phone number of the active call.

3 Click the Conf / Trans button on the Dial Pad.

4 The number is dialed and a conference call is established when the call is answered. Repeat this process to add any additional parties that are not in the Directory to the call.

Figure 73: Call Management / Manually Add Conference Participant

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Disconnecting from a Conference Call

To disconnect from a conference call, select one of the following options:

• From the Softphone Call Table, right-click the call and select Release from the drop-down menu. (1)

• From the Line Organizer Line Table, right-click the line carrying the call and select Release from the drop-down menu.

• Right-click the Call Icon on the Map and select Release from the options in the drop-down list.

• From the Dial Pad, click the Release button to disconnect from the call. (2)

• Enter R into the Event Tab CLC.

Figure 74: Call Management / Disconnect from Conference

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Releasing a Party from the Call

To release parties from a conference call:

1 From the Call Table, Line Table, or Map, right-click the call and select Conference Release from the drop-down menu. The most recently added party is disconnected from the call.

2 Parties must be released in order, beginning with the most recently added.

3 Repeat for all the parties on the call. (See Note)

Figure 75: Call Management / Conference Release

NOTE: The Conference Release option releases all conference call participants except for the caller and the user performing the Conference Release. When all participants other than yourself and the caller have been released from the conference call, the plus sign (+) is removed from the Type column. To end the call, Release the caller (page 83).

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Softphone Buttons

Softphone Buttons, located below the Softphone Call Table, function as speed dial/transfer buttons. Depending on screen resolution and browser size, a maximum of fourteen Softphone Buttons may be displayed in the Softphone Tab. Each button represents a specific call destination. Softphone Buttons are helpful as they provide quick access to key contacts. Hover over a Softphone Button to view the phone number of the represented Destination. Softphone Buttons are created and managed in AdminiStation.

Figure 76: Call Management / Softphone Buttons

NOTE: If you are on a 9-1-1 call and hover over a Softphone Button with an associated tandem transfer code, the code is displayed.

Using Softphone Buttons

• When on a call, click a Softphone Button to transfer the call (page 88) to the call destination represented by the button.

• When on a call, click a Softphone Button to add the call destination represented by the button to a conference call (page 98).

• When not on a call, clicking a Softphone Button speed dials the call destination represented by the button.

CAUTION When using the Polycom handset, press the Softphone Button before picking up the handset. Failing to do so results in the "phone off hook" error message.

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Directory Buttons

Directory Buttons, located to the right of the Directory Table, represent specific Directory Entries. Like Softphone Buttons, Directory Buttons function as transfer and speed dial buttons. Directory Buttons are helpful because they provide quick access to key contacts.

A maximum of eight directory buttons may be displayed in each Directory Sub-Tab. Directory Buttons also appear in the Directory Sub-Tabs of the Entry Types with which they are associated. Hovering over a Directory Button displays the number of the represented Destination. Directory Buttons are created and managed in AdminiStation.

Figure 77: Call Management / Directory Buttons

Using Directory Buttons

• When on a call, click a Directory Button to transfer the call to the directory entry represented by the button.

• When on a call, click a Directory Button to add the directory entry represented by the button to a conference call.

• When not on a call, clicking a Directory Button speed dials the directory entry.

CAUTION When using the Polycom handset, press the Directory Button before picking up the handset. Failing to do so results in the "phone off hook" error message.

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Entering Calls: Silent Monitor, Barge-In, & Override

There are times when it is necessary to monitor, participate in, or take over another user's call. The CallWorks system provides three unique methods for entering another user's call.

CAUTION When using the Polycom handset, you must activate the desired function (that is, you must select Silent Monitor, Barge-In, or Override) prior to picking up the handset. Failing to do so results in the "phone off hook" error message.

Silent Monitor

Silent Monitor allows you to connect to an active call, but only to listen to the ongoing conversation. The call-taker interacting with the caller is not notified that the call is being monitored.

To Silent Monitor a Call

Right-click the call in the Softphone Call Table or Line Organizer Line Table and select the Silent Monitor option from the drop-down menu. Optionally, right-click the Call Icon on the Map Screen and select the Silent Monitor option from the drop-down list. You are added to the call as an invisible conference participant. You receive audio but are not able to interact with the call participants.

Figure 78: Call Management / Silent Monitor 1

NOTE: When using the Polycom handset, select Silent Monitor before picking up the handset.

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If your CallWorks system is configured with the My Calls and Group Calls Softphone Tables option, the call moves from the Group Calls Table to the My Calls Table with the call muted. Additionally, if you are an ACD (Automatic Call Distribution, page 123) agent, your ACD state is automatically set to On ACD Call.

Figure 79: Call Management / Silent Monitor 2

Clicking the Unmute button on the Dial Pad or selecting the Unmute option (page 110) from the right- click call management menu ends Silent Monitoring and adds you to the call as a regular conference participant. To stop silent monitoring the call, Release (page 83) the call.

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Barge-In

Barge-In allows you to join a call as a conference participant and engage with both the caller and the call-taker. The original call-taker remains in control of the call.

To Barge-In to a Call

Right-click the call in the Softphone Call or Line Organizer Line Table and select the Barge-In option from the drop-down menu. Optionally, right-click the Call Icon on the Map Screen and select Barge- In from the options in the drop-down list. After establishing the conference, the plus sign (+) is added under the Call Type column in the Softphone Call Table.

Figure 80: Call Management / Barge-In

NOTE: When using the Polycom handset, select Silent Monitor before picking up the handset.

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Override

Override allows you to become the owner of another user's active call, disconnecting all local participants.

To Override a Call

Right-click a call in the Softphone Call Table or Line Organizer Line Table and select the Override option from the drop-down menu. Optionally, right-click the Call Icon on the Map Screen and select Override from the options in the drop-down list.

Figure 81: Call Management / Override

NOTE: When using the Polycom handset, select Silent Monitor before picking up the handset.

When the call is successfully overridden, only you (the overriding user) and the caller remain on the call. If your CallWorks system is configured with the My Calls and Group Calls Softphone Tables option, the call moves from the Group Calls Table to the My Calls Table with the call muted. Additionally, if you are an ACD agent, your ACD state is automatically set to On ACD Call.

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Deafen/Undeafen

The Deafen feature prevents the caller from receiving audio. This feature is useful in instances in which conference participants need to briefly speak in private. The caller remains connected to the conference call, but is prevented from hearing the conversation of the other conference participants. Conference participants continue to receive audio from the deafened caller. Only call participants may deafen the caller. Conference calls established via tandem transfer lines cannot be deafened.

To Deafen a Caller

Right-click the call and select Deafen from the drop-down menu.

Figure 82: Call Management / Deafen Caller

NOTE: The Deafen/Undeafen menu option is configurable and may be labeled Private Conf/Undo Private Conf (or similar) depending upon your CallWorks system configuration.

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When the caller is successfully Deafened, the Deafened status indicator icon becomes active.

Figure 83: Call Management / Deafened Caller

CAUTION If a deafened call is placed on hold, the caller is undeafened.

To Undeafen a Caller

To undeafen the call and allow the caller to receive audio once more, right-click the deafened call and select the Undeafen option from the drop-down menu.

Figure 84: Call Management / Undeafen Caller

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Mute/Unmute

To prevent all call participants from receiving audio from your phone, select the Mute option. When you mute a call, you continue to hear any connected call participants.

Options for Muting a Call

• Right-click the call and select Mute from the drop-down menu. (1)

• Click the Mute button on the Dial Pad. (2)

Figure 85: Call Management / Mute Options

When the call is muted, the Mute button on the Dial Pad changes to a red Unmute button.

CAUTION If a muted call is placed on hold, the caller is unmuted.

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Options for Unmuting a Call

• Right-click the muted call and select Unmute from the drop-down menu. (1)

• Click the Unmute button on the Dial Pad. (2)

Figure 86: Call Management / Unmute Call

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Mapping Calls

Calls are mapped automatically when ALI information is available for the call. On the Map, a Call Icon appears at the location from which the call is originating.

NOTE: Mapping Calls is applicable only to customers with the CallWorks CallStation with Mapping product. If you are uncertain whether your CallWorks system includes Mapping, from the menus in the top left corner of the CallStation, select the About option from the Help Menu (page 54) drop-down list.

To Quickly Locate a Call on the Map

Right-click the call in either the Call or Line Table and select Center on Map (1) from the drop-down menu.

Figure 87: Call Management / Center Call on Map

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Additionally, from the ALI Results Sub-Tab of the Call window, you can click the Zoom to Location button (2) in the bottom right corner of the Call window.

Figure 88: Call Management / Zoom to Location

The Map focus and zoom level is adjusted to zoom to the call location and center the call on the Map.

Figure 89: Call Management / Call Centered on Map

NOTE: The Center on Map and Zoom to Location options center the ALI provided X, Y coordinates associated with the call on the Map. You can also plot X, Y coordinates on the Map using the PIN (page 66) System Command. See the System Commands topic (page 65) in the Call Screen Components section of this document for more information.

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Call Playback

Call recordings may be played from the Softphone Call Table, Line Organizer Line Table, Playback Sub-Tab of the Telecom Tab, and the DecisionStation Call Detail Record. See the following sections for instructions on accessing call recordings.

The Playback Feature

The Playback feature allows you to listen to call recordings. Standard recording playback controls provided are Play, Pause, Stop, and Volume control. Caller information including Call ID, Name, Number, Start Date/Time, and Duration of the call are displayed above the player.

Figure 90: Call Management / Call Playback

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Listening to a Call Recording

Options for Listening to a Call Recording

To open the Playback Sub-Tab in the Event Tab and listen to a call recording:

• Right-click an active call in either the Softphone Call Table or Line Organizer Line Table and select Playback (1) from the drop-down menu. Optionally, right-click the Map Call Icon and select Playback from the drop-down menu.

NOTE: You can play recordings of active calls to which you are currently connected or calls being handled by other users within the same Dispatch Groups. Calls are stored in the Call Logs for 12 or 24 hours, depending on your CallWorks system configuration.

• Right-click a recently closed call in the Call Logs Table and select Playback.

• While participating in an active call, enter PLAY in the Command Line of the Event Tab and click Enter.

Figure 91: Call Management / Playback Option

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Replaying a Call Recording from DecisionStation

1 Call recordings, including Closed Call recordings, may be accessed from DecisionStation. From the Dashboard, open either the Active Calls or Closed Calls Tab and locate the call.

NOTE: You must have the required user permissions to access DecisionStation.

2 Click the Call ID to open the Call Detail Report.

3 Click the Listen to Audio link located above the Call ID.

Figure 92: Call Management / DecisionStation Call Playback

4 A separate window may be displayed, prompting you to select a media player with which to play the call recording.

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Reviewing Calls

To view detailed information regarding a released call, do one of the following:

• Right-click the call in the Call Logs Table (page 33) and select Call Review. (1) • Right-click a call in the Call History or Location History Tabs of the Call Window (page 56) and select Call Review. • From the CLC, enter the RC command, followed by the Call ID of a released call, and click Enter.

Figure 93: Call Management / Review Call Review Option

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After selecting one of the preceding options, the Event Log of the released call is displayed in the Event Tab.

Figure 94: Call Management / Call Review Event Log

NOTE: Only calls from the last 12 or 24 hours (depending on your CallWorks system configuration) are displayed in the Call Logs.

Additionally, details regarding the released call, including ALI, ANI, and Telephony Information are displayed in the Call Window.

Figure 95: Call Management / Call Review ALI Results

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If the ALI Results for the call contain a valid location, a gray Call Icon appears on the Map, marking the location from which the call originated.

Figure 96: Call Management / Call Review Map Location

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Printing Call Details

For systems configured to print Call Detail Records, the detail record is automatically sent to the printer when the call is answered. Upon answering a call, a message appears in the Event Log documenting that the call is submitted to the configured printer.

Figure 97: Call Management / Automatic Print Call Detail

Additionally, a Print Call Detail menu option is available from the System Menu (page 52). Select the option to print the information currently displayed in the ALI Results tab of the Call Window. Call Detail Records for closed calls may be printed by retrieving ALI results for a call using either the Call Review option (page 117) available from the Call Logs (page 33) or the RC (page 67) CLC Command.

Figure 98: Call Management / Manual Print Call Detail

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Viewing Call Details

The View Details feature is used to view the Event Log and ALI Results for an active call.

Options for Viewing Details of another User's Call • From the Softphone, right-click an active call and select View Details from the drop-down menu. • From the Line Organizer, right-click an active call and select View Details from the drop- down menu. • From the Map, right-click a Call Icon and select View Details from the drop-down menu.

Figure 99: Call Management / View Details Option

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After selecting one of the preceding options, the Event Log displays the history of the actions taken on that call in the Event Tab.

Figure 100: Call Management / View Details Event Log

Additionally, details regarding the released call, including ALI, ANI, and Telephony Information are displayed in the Call Window.

Figure 101: Call Management / View Details ALI Results

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Automatic Call Distribution (ACD)

Automatic Call Distribution (ACD) automatically routes incoming calls to a Dispatch Group based on predefined queue disciplines (described in the following section) associated with specific phone lines (for example, E911, E7Digit, and Admin). An incoming call is automatically routed to an available user in the Dispatch Group based on queue discipline and the current ACD State (page 125) of the user (for example, Ready, Not Ready, Wrap Up, and other states). ACD is a configurable option.

Figure 102: Call Management / ACD Button

Queue Strategy

Currently supported queue strategies include:

• Round Robin • Longest Idle

Queues are associated with Dispatch Groups. For each Dispatch Group, there may be an associated queue for a chosen Line Type (for example, E911, E7Digit, and Admin). This allows certain line types to be ACD lines and others to be non-ACD. For example, a Dispatch Group may receive E911 calls on an ACD line, but receive Admin calls on a regular, non-ACD line.

Each call-taker position includes a call-waiting queue in which incoming calls are placed. If there are multiple calls in a queue, calls are routed to the call-taker based on waiting time, with the call with the longest wait time being connected first.

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Queue Strategies are paired with Queue Types. Queue Types include:

• Auto Answer • Ring One

Auto Answer delivers a call to an available call taker as determined by the configured queue strategy. The call is automatically answered by the call taker's Polycom phone. A short zip tone is played to indicate that the call is answered.

Ring One also delivers a call to an available call taker as determined by the queue strategy in place. However, unlike Auto Answer, the call rings at the workstation of the selected user. If the call is not answered within a configured amount of time, the call is directed to the next user in the queue. The CallWorks system continues to attempt to deliver the call providing it remains in the call-waiting queue. As an additional option, the CallWorks system may be configured to place a user in the Not Ready state when the user fails to answer a call delivered to their workstation.

Manually Answering ACD Calls

In general, ACD calls should not be answered manually. However, when ACD agents attempt to manually answer an ACD call, they should be aware that it is possible to encounter an error in one of the following scenarios:

1 While ACD Agent A is attempting to manually answer ACD Call 1, the CallWorks system delivers ACD Call 2 to ACD Agent A immediately before the manual answer attempt is completed. In this scenario, the ACD delivery may succeed and the manual answer attempt fail.

2 While ACD Agent A is attempting to manually answer ACD Call 1, the CallWorks system delivers ACD Call 1 to ACD Agent B immediately before the manual answer attempt is completed. In this scenario, the manual answer attempt fails.

In either of the preceding scenarios, if a manual answer attempt fails, the error is recorded in the Event Log (page 38).

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ACD States

The ACD button, displayed above the Dial Pad, indicates your ACD status with text as well as a colored visual indicator. Most ACD states are automatically selected by the CallWorks system, ensuring you are placed in the appropriate state. However, while in the Ready, Not Ready, or Wrap Up state, you can right-click the ACD button and select an available option to manually change your ACD state. Refer to the following section for a description of each status.

Figure 103: Call Management / Change ACD States

ACD User States Include

• Ready – When you are in the Ready state, ACD calls are automatically routed to you as determined by the configured queue strategy. The ACD button turns green whenever you are in the Ready state. To manually override the Ready state, right-click the ACD button and select Not Ready.

• Not Ready – You do not receive ACD calls when in the Not Ready state. The ACD button turns red when in the Not Ready state. You are generally placed in the Not Ready state upon log on. Right-click the ACD button and select Ready to begin receiving calls.

NOTE: Upon log on, the CallWorks system determines the proper state in which to place call takers. Generally, you are placed in the Not Ready state. However, if for example, you are on an active ACD call, log off from the CallWorks system, and then log on again, the CallWorks system places you back in the On ACD Call state.

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• Wrap Up – After releasing a call, you are automatically placed in the Wrap Up state. Wrap Up is a configurable time that is meant to allow you to finish any activity related to the call.

Available Wrap Up time options range from a minimum of 3 seconds to a maximum of 90. A progress bar appears in place of the ACD button displaying the amount of time remaining in the Wrap Up state.

After the Wrap Up period ends, you are automatically placed in the Ready state. To override the Wrap Up timer and go directly to the Ready state, right-click the progress bar, and select Ready. While in the Wrap Up state, you are also provided with the option to select Not Ready from the right-click menu.

NOTE: Wrap Up time is configurable per queue. For example, Wrap Up time for an Admin line may be shorter than Wrap Up time for an E7Digit line.

• On ACD Call – While on an ACD call, your status is displayed as On ACD Call. When the call is released, you are placed in the Wrap Up state.

• Phone Unavailable – The Polycom phone is currently unreachable (for example, when the Polycom is restarting).

• On Call – When you manually answer a non-ACD call or place an outbound call, your status changes to On Call. When the non-ACD call is released, you are automatically placed in the Ready state.

• Holding Call – Indicates you have placed an ACD call on hold. Taking the call off hold returns you to the On-Call state.

• Assigned Call – When the CallWorks system is attempting to deliver a call to your workstation, your status is displayed as Assigned Call. When that call is connected, your status changes to On ACD Call. Applicable only for Ring One Queue Types.

• Assigned Abandoned – If your CallWorks system is configured for ACD Abandoned Call Handling, when an abandoned call assigned to you is automatically redialed, your status is displayed as Assigned Abandoned. Additionally, the abandoned call appears in the Softphone My Calls Table in the Softphone Tab. When that call is connected, your status changes to On ACD Call.

NOTE: See the ACD Abandoned Call Handling (page 145) and Softphone My Calls & Group Calls Tables (page 157) sections of Appendix A: CallWorks Optional Features for more information about ACD Abandoned Call Handling.

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Chapter 6

SMS Call Management

Answering an SMS Call

Upon receipt of a Text-to-911 (or SMS) call, the CallWorks system issues an audible alert. As with a regular incoming voice call, an incoming SMS call appears in the Softphone Call Table with a Status of Ringing and a Type of SMS. Additionally, if the cellular carrier delivers the X, Y coordinates, a red SMS Call Icon appears on the Map.

SMS calls are answered using the same methods for answering regular 9-1-1 calls from the application. If your CallWorks system is configured with the My Calls and Group Calls Softphone Tables option, the call moves from Group Calls to My Calls when the SMS call is answered.

NOTE: SMS calls do not ring at the Polycom handset but are delivered via the CallWorks application which issues an audible alert upon receipt of an SMS call. The type of audible alert issued upon receipt of an SMS call is a configurable option.

Options for Answering SMS Calls • From the Softphone, right-click the ringing SMS call and select Answer from the drop- down menu. (1) • From the Softphone, double-click the ringing SMS call. • From the Dial Pad, click the Answer button. (2) • From the Map, right-click the ringing SMS Call Icon and select Answer from the drop-down menu or double-click the ringing SMS Call Icon.

Figure 104: SMS Call Management / Answer SMS Call

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When the SMS call is successfully answered, the SMS Tab (page 46) opens displaying the inbound SMS text. From the SMS Tab, you can send messages (3) and view sent and received SMS messages (4).

Figure 105: SMS Call Management / Connected SMS Call

NOTE: In ACD environments, CallWorks does not currently auto-deliver SMS calls. That is, in ACD environments, SMS calls must be answered manually. Additionally, the ACD State of a call taker does not change based upon SMS calls. For ACD environments, CallWorks recommends you manually change your ACD State to Not Ready prior to answering an SMS call. After handling the SMS call, you will need to manually change your ACD State to Ready to begin receiving ACD calls again.

IMPORTANT: Not all call management options are available with an SMS call. Specifically, options such as conferencing, deafening, holding, and muting are not applicable to SMS calls. Additionally, CallWorks does not currently support call management options such as Barge-In and Silent Monitor with SMS calls.

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Active Call Switching

Active Call Switching allows you to continue to take and manage voice calls while participating in SMS calls. With Active Call Switching, call takers can manage one voice call and one or more SMS calls at the same time.

NOTE: Active Call Switching does not allow you to manage multiple connected voice calls.

With Active Call Switching, the call with which you are actively participating is the primary connected call. You can only have one primary connected call but you can quickly switch between your connected calls, making another call your primary connected call as described in the following sections.

When you are switching between connected calls:

• On the Softphone Call Table and Line Organizer Line Table, the call that is the primary connected call is displayed in bold font. (1)

• On the Softphone Call Table, the primary connected call moves to the top of the Softphone Call Table if Smart Default Sort (page 23) is configured for your CallWorks system. (1)

• The corresponding sub-tab representing the call on the SMS/Text Tab or Event Tab is automatically opened when a call becomes the primary connected call. (2)

• The ALI Results Sub-Tab on the Call window is automatically updated with the ANI / ALI information of the primary connected call. (3)

• On the Map Screen, the map is centered on and zoomed to the primary connected call.

Figure 106: SMS Call Management / Primary Connected Call Example

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You can become connected to multiple calls in the following scenarios:

• While on a voice call, you answer a ringing SMS call. After answering the ringing SMS call, the SMS call becomes your primary connected call. The previous voice call remains connected although you are not currently actively participating in the voice call.

• While on an SMS call, you answer another ringing SMS call. After answering the ringing SMS call, the new SMS call becomes your primary connected call. The previous SMS call remains connected although you are not currently actively participating in the SMS call.

• While on an SMS call, you answer a ringing voice call. If you are not already connected to a voice call, after answering the ringing voice call, the voice call becomes your primary connected call. The previous SMS call remains connected although you are not currently actively participating in the SMS call. (See Note)

• While on an SMS call, you redial an abandoned voice call. If you are not already connected to a voice call, the abandoned voice call is redialed and the redial attempt becomes your primary connected call. The previous SMS call remains connected although you are not currently actively participating in the SMS call. (See Note)

NOTE: If you are already connected to a voice call, when answering or redialing another voice call, the previous voice call is placed on hold and the new call becomes your primary connected call.

Options for Switching Between Active Calls

When you are managing multiple connected calls, you can quickly switch between your connected calls using Active Call Switching options. You can make any of your connected calls your primary connected call by using one of the following Active Call Switching options:

• From the Softphone, double-click the call • From the Line Organizer, double-click the line carrying the call • From the Map, double-click the Call Icon representing the call • Click the SMS/Text Tab (and then click the sub-tab representing SMS the call, if applicable) • Click the Event Tab (and then click the sub-tab representing the voice call, if applicable)

Taking Actions on Calls with Active Call Switching

When you are managing multiple calls, prior to taking an action upon a call (for example, transferring a call), it is important you ensure that the call on which you intend to take an action upon is your primary connected call. This can be accomplished by opening the corresponding SMS call sub-tab, double-clicking the call in the Softphone Table, or by right-clicking the call in the Softphone Table and selecting the action from drop-down list.

NOTE: It is important to remember when managing multiple calls that your primary connected call is the call that is displayed in bold font in the Softphone Table.

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Releasing an SMS Call

When an SMS call is completed, you can release the call. When an SMS call is released, it is removed from the Softphone Call Table and the SMS Tab. However, a released SMS call remains stored in the Call Logs for either 12 or 24 hours, depending on your CallWorks system configuration. SMS calls may be released using the same methods for releasing a regular call from the application.

IMPORTANT: If you are managing multiple calls, prior to releasing an SMS call, it is important you ensure that the SMS call you intend to release is your primary connected call. This can be accomplished by opening the corresponding SMS call sub-tab, double-clicking the call in the Softphone Table, or right-clicking the call in the Softphone Table and selecting the action from drop-down list. See Active Call Switching (page 129) for more information.

Options for Releasing an SMS Call • From the Softphone, right-click the SMS call and select Release. (1) • From the Dial Pad, click the Release button. (2)

• Press CTRL+F12 on the workstation keyboard. • From the Map, right-click the SMS Call Icon and select Release.

Figure 107: SMS Call Management / Release SMS Call

SMS Call Re-Association and SMS Call Cleanup

If an SMS caller sends an additional text message after the SMS call has been released, the SMS conversation may be reopened if the text message is sent within a configured re-association time.

Additionally, a configurable option in CallWorks cleans up SMS calls that have been idle for a specified amount of time. When this option is configured for a CallWorks system, if there has been no activity from the SMS caller in the specified amount of time, the SMS call is released.

NOTE: SMS Call Cleanup is a configurable option and may not be applicable for your CallWorks system.

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Transferring an SMS Call

SMS calls may be transferred internally (or On-Net) to Dispatch Groups. SMS calls are transferred in a method similar to voice transfers with the exception that SMS calls cannot be transferred Off-Net (external) and cannot be blind transferred. Additionally, with multi-federated systems, CallWorks does not currently support inter-federation transfers of SMS calls (that is, transfers from one federation to another federation).

IMPORTANT: If you are managing multiple calls, prior to transferring an SMS call, it is important you ensure that the SMS call you intend to transfer is your primary connected call. This can be accomplished by opening the corresponding SMS call sub-tab, double-clicking the call in the Softphone Table, or right-clicking the call in the Softphone Table and selecting the action from drop-down list. See Active Call Switching (page 129) for more information.

Additionally, the ability to transfer SMS calls is a configurable option and may not be applicable in your CallWorks system. If your CallWorks system has been configured to disable SMS transfer functionality, when attempting to transfer an SMS call, an error message is generated in the Event Log and the SMS call is not transferred.

Transferring an SMS Call via the Directory

Use the following steps to transfer an SMS call to a Dispatch Group contained within the Directory. If you are transferring an SMS call to a Dispatch Group that is not stored in the Directory, use the Call Screen Dial Pad to make the transfer. Refer to the Manually Transferring an SMS Call section (page 136) for instructions.

To Transfer an SMS Call via the Directory

1 From the Call Table, right-click the SMS call and select Conference/Transfer from the options in the drop-down list to open the Directory.

Figure 108: SMS Call Management / Transfer SMS 1

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2 Optionally, with the SMS call that is to be transferred selected, click the Conf / Trans button on the Dial Pad.

3 When the Directory is displayed, select the Dispatch Group to which to transfer the call and choose from one of the following options:

• Click the Directory Button.

• Right-click the Directory entry and select Dial.

• Double-click the Directory entry.

• Click the Dial button to the right of the Directory entry.

Figure 109: SMS Call Management / Transfer SMS 2

NOTE: If you select a contact to which you cannot transfer an SMS call (for example, positions and external or Off-Net contacts), an error message is generated in the Event Log and the SMS call is not transferred.

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4 After selecting the Dispatch Group to which to transfer the SMS call:

• An animated right arrow (▪▪►) appears in the Type column in the Softphone Call Table indicating the SMS call is being transferred.

• The call appears in the Softphone Call Table of the receiving Dispatch Group and the CallWorks system issues an audible alert to the receiving Dispatch Group.

• You remain connected to the SMS call until an agent in the receiving Dispatch Group answers the call.

Figure 110: SMS Call Management / Transfer SMS 3

IMPORTANT: When an SMS call is transferred, the SMS call does not ring at the Polycom handsets of the Dispatch Group to which the call is being transferred. The CallWorks application issues an audible alert to the Dispatch Group to which the call is being transferred. The type of audible alert issued upon receipt of an SMS call is a configurable option.

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5 When an agent in the receiving Dispatch Group answers the call:

• You are automatically released from the SMS call and the animated right arrow is removed from the Type column in the Softphone Call Table.

• For the agent accepting the transfer, the SMS Tab on the Call Screen is automatically opened displaying the conversation history with the SMS caller.

• The message "Your 911 conversation has been transferred" is displayed in your Event Log and the newly opened SMS Tab of the agent accepting the transfer. This message is also sent to the SMS caller.

• The ALI Results (if available), prior Knowledge, and Call and/or Location History associated with the SMS caller's number is also displayed in the Call window of the agent accepting the transfer.

Figure 111: SMS Call Management / Transfer SMS 4

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Manually Transferring an SMS Call

To transfer an SMS call to a Dispatch Group that is not contained within the Directory, use the Dial Pad. The phone number of the active SMS call is displayed in the number pane at the top of the Dial Pad.

To Manually Transfer an SMS Call

1 Click the number pane at the top of the Dial Pad.

2 Use either the Dial Pad soft keys or the number pad on your workstation keyboard to enter the extension of the Dispatch Group to which to transfer the call. The number appears above the phone number of the active SMS call.

3 Click the Conf / Trans button on the Dial Pad.

4 When an agent in the Dispatch Group to which the call is being transferred answers the call, you are automatically released from the call.

Figure 112: SMS Call Management / SMS Manual Transfer

NOTE: If you enter a number to which you cannot transfer an SMS call (for example, positions and external or Off-Net contacts), an error message is generated in the Event Log and the SMS call is not transferred.

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Cancelling an SMS Transfer

You may cancel an SMS transfer before an agent in the Dispatch Group to which you are transferring the SMS call answers. An SMS transfer may require cancellation if the incorrect Directory entry was selected or an agent in the Dispatch Group to which the call is being transferred fails to answer.

To Cancel an SMS Transfer

Right-click the SMS call and select Conference Release from the options in the drop-down menu.

Figure 113: SMS Call Management / Conference Release

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Overriding an SMS Call

Override allows you to become the owner of another user's active SMS call, disconnecting all local participants.

Options for Overriding an SMS Call

Right-click the SMS call in the Softphone Call Table or Line Organizer Line Table and select the Override option from the drop-down menu. Optionally, right-click the SMS Call Icon on the Map Screen and select Override from the options in the drop-down list.

Figure 114: SMS Call Management / Override an SMS Call

When the SMS call is successfully overridden, the SMS Tab automatically opens and the log of the SMS conversation is displayed. Only you (the overriding user) and the SMS caller remain on the call.

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Reviewing an SMS Call

Closed SMS calls may be reviewed from the Call Logs. Closed calls are stored in the Call Logs for 12 or 24 hours depending upon your CallWorks system configuration.

To Review a Closed SMS Call • From the Call Logs, right-click a closed SMS call and select Call Review. • From the Map, right-click the closed SMS Call Icon and select Call Review.

Figure 115: SMS Call Management / Review SMS Call

The Event Log displays the log of the SMS conversation and any actions taken on the SMS call.

Figure 116: SMS Call Management / Review SMS Event Log

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Additionally, the Call Window displays the ALI Results (if available), any prior Knowledge, Call History, and/or Location History associated with the SMS caller's number.

Figure 117: SMS Call Management / Review ANI Information

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Viewing SMS Call Details

The View Details option is used to view information of another user’s active SMS call. View Details displays ALI Results, the Event Log for the SMS call, and any Knowledge, Call History, or Location History associated with the call.

To View the Details of another User's SMS Call

Right-click the SMS call and select View Details from the drop-down menu.

Figure 118: SMS Call Management / View SMS Call Details

The Event Log displays the log of the SMS conversation and any actions taken on the SMS call.

Figure 119: SMS Call Management / View SMS Event Log

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Additionally, the Call Window displays the ALI Results (if available), any prior Knowledge, Call History, and/or Location History associated with the SMS caller's number.

Figure 120: SMS Call Management / View ANI Information

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Chapter 7

Genovation ControlPad

Your CallWorks product is fully compatible with your Genovation ControlPad devices. The key combinations below are default settings.

ControlPad Action Keyboard Shortcut

ANSWER F12

RELEASE CTRL + F12

HOLD CTRL + ALT + H

DIAL CTRL + ALT + D

MUTE CTRL + ALT + M

DEAFEN CTRL + ALT + N

INCREASE VOLUME CTRL + SHIFT + RIGHT ARROW

MAXIMUM VOLUME CTRL + SHIFT + UP ARROW

DECREASE VOLUME CTRL + SHIFT + LEFT ARROW

MINIMUM VOLUME CTRL + SHIFT + DOWN ARROW

RETRY ALI CTRL + ALT + R

CONFERENCE CTRL + ALT + T

REDIAL CTRL + ALT + E

CLEAR CTRL + ALT + C

FLASH CTRL + ALT + F

CONF RELEASE CTRL + ALT + O

ZERO CTRL + ALT + 0

ONE CTRL + ALT + 1

TWO CTRL + ALT + 2

THREE CTRL + ALT + 3

FOUR CTRL + ALT + 4

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ControlPad Action Keyboard Shortcut

FIVE CTRL + ALT + 5

SIX CTRL + ALT + 6

SEVEN CTRL + ALT + 7

EIGHT CTRL + ALT + 8

NINE CTRL + ALT + 9

ASTERISK (*) CTRL + SHIFT + 8

POUND (#) CTRL + SHIFT + 3

ENTER CTRL + ALT + ENTER

BACKSPACE CTRL + ALT + BACKSPACE

ACD – MAKE READY CTRL + ALT + Y

ACD – NOT READY CTRL + ALT + G

NOTE: The Genovation ControlPad is configured to replicate the actions that can be performed on the Dial Pad on the Call Screen and cannot be used in the same manner as a workstation keyboard number keypad to enter numbers into a text field. For example, pressing 1 on the ControlPad or using the CTRL + ALT + 1 keyboard shortcut enters a 1 into the number pane of the Dial Pad.

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Appendix A

CallWorks Optional Features

The CallWorks products are highly configurable, providing clients with the flexibility to choose the components and functionality to include, leave out, and/or modify. The CallWorks' Implementation Team works closely with customers in the pre-installation process to ensure the product configuration is tailored to best suit their needs. Some of the configurable options and how to use them are documented in the following sections.

ACD Abandoned Call Handling

CallWorks offers automated queue assignment for abandoned calls for its ACD system. This optional and configurable feature ensures that all abandoned calls are accounted for and automatically assigned and redialed in a timely manner. Some of the ACD Abandoned Call Concepts include:

• If a call is abandoned while ringing at an agent position, the abandoned call is assigned to that agent.

NOTE: This option is not applicable with Auto Answer ACD.

• If a call is abandoned while still in queue, the abandoned call is assigned to next ready agent (accounting for previously assigned abandon calls).

• If the assigned agent logs off from the CallWorks system prior to callback, the abandoned call moves back into queue to be assigned.

• Assigned abandoned calls can be manually called back by agents other than the assignee.

• An audible alert for the abandoned call is provided to assignee only.

• Multiple abandoned calls from the same caller are grouped into one assignment batch.

• Abandoned calls have the same assignment priority as ringing calls. That is, the oldest ringing or abandoned call is assigned to next agent based on the established ACD queue discipline (for example, round robin or longest idle).

• After releasing a redialed abandoned call, agents are automatically placed in the Wrap Up state.

NOTE: The ACD Abandoned Call Handling works in conjunction with the Softphone My Calls & Group Calls Tables feature (page 157).

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ACD Skills Based Routing

CallWorks offers Skills Based Routing for its ACD system. This optional feature distributes ACD calls across groups of ACD users based upon priority / skills ordering. All groups are considered in order, simultaneously, and the first available position is chosen.

Example Skill Sets Call Routing

1 Skill Group A: Call Taker • Initial call assignment made based on skill set ordering. 2 Skill Group B: Dispatcher • If no agents initially available from any skill 3 Skill Group C: Supervisor set, first available agent from any skill set is assigned the call.

Skill Group A (First)

Skill Group B (Second)

Skill Group C (Third) A

B C

Figure 121: Optional Features / ACD Skills Based Routing

ACD Skill Set Concepts

• Skill sets accomplished via Dispatch Groups in the CallWorks system.

• Agents use separate User IDs for each skill set.

• Each call type at each PSAP (for example, wireless, wireline, 2-way) follows a separately configured skill set sequence for call assignment.

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Additional Softphone Buttons

Customers have the option of displaying additional Softphone Buttons on the Call Screen. When this option is enabled, the additional Softphone Buttons are displayed in a new tab, Dial, beside the Call and Request Tabs in the bottom left corner of the Call Screen. The Dial Tab displays all the Softphone Buttons configured for the Dispatch Groups of which you are a member.

Figure 122: Optional Features / Additional Softphone Buttons / Dial Tab

The Softphone Buttons displayed in the Dial Tab function in the same manner as Softphone Buttons displayed in the Softphone Tab.

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ALI Custom Labels

Customers have the option of displaying up to three additional custom data fields in the Telephony Information section of the ALI Results Sub-Tab. These fields, when configured, display additional ALI information.

Figure 123: Optional Features / ALI Custom Labels

ECaTS Integration

CallWorks has the capacity to integrate with ECaTS (Emergency Call Tracking System). ECaTS is a public safety intelligence and analytics reporting platform developed exclusively for the 9-1-1 industry providing secure, real-time analytics and Public Safety Intelligence reporting. When configured, after the end of each call, CallWorks sends its ECaTS records for any call that has external participants. Additionally, CallWorks provides a heartbeat XML record that is generated at regular intervals, to verify communications and timekeeping are maintained between CallWorks and ECaTS.

NOTE: This is an optional feature that may require additional hardware and implementation costs. CallWorks customers interested in integrating with ECaTS should contact CallWorks Support.

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Federated Systems

CallWorks offers as a configuration option, a federated system model ideally suited for large, multi- site deployments. This database management strategy provides an unprecedented level of redundancy, high availability, geographic diversity, and scalability. For federated deployments, system downtime has been all but eliminated, ensuring that services continue to run during system upgrades.

Cluster to Which You Are Connected Displayed

For federated systems, the CallWorks application displays the cluster to which you are connected. The cluster identification number appears adjacent to your user position. When contacting the CallWorks Service team, CallWorks recommends that you communicate to the service engineer the ID number of the cluster to which the workstation is connected. For example, in Figure 120, the user ACD111 is logged on to Position 4 and is connected to Cluster 1.

Figure 124: Optional Features / Federated Systems Position and Cluster Information

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Notification of Cluster Quiesce & Un-Quiesce

For federated systems, you are advised via an on-screen announcement to restart the CallWorks application in the event of system upgrades. The message instructs you to complete any calls that are in progress and restart the application by clicking the Restart button (when the message is displayed, the Logout button changes to display Restart). When you click Restart, you are logged off from your home cluster and automatically logged on to the buddy cluster to which your Dispatch Group is associated.

Figure 125: Optional Features / Federated Systems Notification of Cluster Quiesce and Un- Quiesce

NOTE: The cluster that initiates the on-screen message does not stop functioning until all users have restarted to connect to the buddy cluster.

When the upgrade is completed, you are instructed via another on-screen announcement to complete any calls that are in progress and restart the application by clicking the Restart button (when the message is displayed, the Logout button changes to display Restart). When you click Restart, you are logged off from the buddy cluster and automatically logged on to the home cluster to which your Dispatch Group is associated.

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Notifications of Incomplete Historical Data

For federated systems, when segmentation (temporary network connectivity issues) occurs in federated systems, DecisionStation is unavailable by default because report results may be incomplete. However, customers with federated systems have the option to allow DecisionStation to remain accessible during segmentation. When this configuration option is enabled and segmentation occurs, the message "Results may be incomplete due to a temporary network issue" is displayed to notify you that the historical data may be incomplete.

Figure 126: Optional Features / Federated Systems Notification of Incomplete Historical Data

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Portable Answering Position

CallWorks offers the ability to handle short-term increases in projected call volumes (such as those due to natural disasters or extraordinary events) using portable workstations. Through the utilization of a preconfigured laptop computer, a Polycom handset, and the same CallWorks software already in use in your call center, you can quickly and easily set up additional answering positions either in your primary call center or at a backup location.

Figure 127: Optional Features / Portable Answering Position

NOTE: When utilizing a portable workstation at a remote location, CallWorks recommends using a secure VPN connection. Contact CallWorks Support for more information.

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RapidSOS Integration

CallWorks has the capability to integrate with RapidSOS for enhanced location accuracy with inbound wireless 9-1-1 calls. RapidSOS is an advanced emergency technology company partnering with leading device manufacturers and app developers to get precise handset location from a variety of sensors on modern devices, such as GPS, Wi-Fi Access Points, cell towers, Bluetooth beacons and barometric pressure sensors. Learn more at www.RapidSOS.com

RapidSOS Provided Location Displayed in Call Window

When a CallWorks system is configured with the RapidSOS integration and RapidSOS location data is available for an inbound wireless 9-1-1 call, that data is displayed on the ALI Results Sub-Tab in the Call window of the Call Screen.

A View ANI / ALI button is added to the rightmost corner of the ALI Results Sub-Tab allowing you to switch between the RapidSOS and ANI / ALI provided information.

When focus is set the ANI / ALI provided information, the button changes to View RapidSOS.

Figure 128: Optional Features / RapidSOS Location Information on ALI Results Sub-Tab

NOTE: The View ANI / ALI and View RapidSOS buttons are only visible when RapidSOS provided location data is available.

When RapidSOS location data is available for an inbound wireless 9-1-1 call, the RapidSOS location information is displayed on the ALI Results Sub-Tab by default. The information displayed includes:

• RapidSOS Number Information – Displays the calling number and callback number.

• RapidSOS Location Information – Displays the available name, address, and location information as provided by RapidSOS.

• Telephony Information – Displays the time of the last update and the degree of uncertainty.

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RapidSOS Uncertainty Circle Displayed on Map Screen

When a CallWorks system is configured with the RapidSOS integration and RapidSOS location data is available for an inbound wireless 9-1-1 call, a RapidSOS uncertainty circle may be displayed on the Map Screen in addition to the ALI uncertainty circle. Displayed in red with dashed red lines, the RapidSOS uncertainty circle surrounds the area of the RapidSOS reported position.

Figure 129: Optional Features / RapidSOS Uncertainty Circle on Map Screen

NOTE: This Map Screen component is not applicable to the CallWorks CallStation no Mapping application.

Additionally, for CallWorks systems configured with the RapidSOS integration, a RapidSOS Uncertainty check box is added to the Map Legend, as shown in the top right corner of Figure 125. The RapidSOS Uncertainty check box allows you to choose to display or hide the RapidSOS uncertainty circle by selecting or clearing the check box.

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RapidSOS Location Displayed in Call Detail Record

For CallWorks systems configured with RapidSOS integration, the Call Detail Record displays the RapidSOS provided location information for inbound wireless 9-1-1 calls, if the RapidSOS location is available.

Figure 130: Optional Features / RapidSOS Location Information in Call Detail Record

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RapidSOS Location Displayed in Phone Number Detail

For CallWorks systems configured with RapidSOS integration, the Phone Number Detail displays the RapidSOS provided location information for inbound wireless 9-1-1 calls, if the RapidSOS location is available.

Figure 131: Optional Features / RapidSOS Location Information in Phone Number Detail

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Softphone My Calls & Group Calls Tables

Customers have the option to display incoming calls in two distinct tables in the Softphone Call Table: My Calls Table and Group Calls Table.

Figure 132: Optional Features / My Calls & Group Calls Softphone Tables

The My Calls Table is sorted by active call first, then all other calls sorted by duration of the call. The sorting of the table cannot be reordered by clicking the column headers. The number of rows initially displayed in the My Calls Table are configurable by Dispatch Group with a minimum of one and a maximum of ten.

The Group Calls Table is sorted by call duration by default but can be reordered by clicking any column headers.

A horizontal bar separating the My Calls and Group Calls Tables allows you to resize the tables. Drag the bar down to increase the size of the My Calls Table or drag the bar up to increase the size of the Group Calls Table.

NOTE: The My Calls and Group Calls Softphone Tables option is configurable by Dispatch Group. For example, a customer may choose to enable the My Calls and Group Calls Softphone Tables option for Dispatch Groups that receive a large volume of calls but not for Dispatch Groups that receive a small volume of calls.

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158 CallStation Reference Guide Version 4.2.7 Motorola Solutions Confidential MN004266A01-A Glossary of Terms

Glossary of Terms

This glossary contains a list of commonly used terms and acronyms.

ACD – Automatic Call Distribution. Automatically routes incoming calls to a Dispatch Group based on predefined queue disciplines associated with specific phone lines such as E911, E7Digit, and Administrative.

AIU – Audio Interface Unit. AIUs are used to connect an external phone directly to a radio allowing call takers to easily switch between phone and radio.

ALI – Automatic Location Identification. The automatic display at the 9-1-1 call center of the caller’s telephone number, the address/location of the caller, and supplementary emergency services information.

ANI – Automatic Number Identification. A feature that permits subscribers to display or capture the telephone number of calling parties. The telephone line type can also be captured (such as pay phone, motel, wireless or cellular, operator-handled, and other line types).

CAD – Computer Aided Dispatch. Software application that tracks calls for service, maintains status of available units, provides various reports, and produces unit histories.

CAMA Trunk – Centralized Automated Message Accounting (CAMA) trunk. A special analog trunk type originally developed for long-distance billing but now mainly used for emergency call services. A CAMA trunk is used to transfer ANI information from the originating PSAP to a secondary PSAP.

Common Place – Name of a commonly known place, such as a business, church, school, landmark, or topographic feature. Common Places are created and managed from AdminiStation.

DID – Direct Inward Dialing. DID is a telecommunication service offered by telephone companies to subscribers who operate a private branch exchange (PBX) system. The feature provides service for multiple telephone numbers over one or more analog or digital physical circuits to the PBX, and transmits the dialed telephone number to the PBX so that a PBX extension is directly accessible for an outside caller, bypassing an auto-attendant.

DN – Directory Number. A dialable 10-digit telephone number associated with a telephone subscriber or call destination.

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DTMF – Dual-Tone Multi-Frequency. DTMF is an in-band telecommunication signaling system using the voice-frequency band over telephone lines between telephone equipment and other communications devices and switching centers. DTMF was first developed in the Bell System in the United States, and became known under the trademark Touch-Tone for use in push-button telephones supplied to telephone customers, starting in 1963.

E7Digit – Emergency 7-Digit. A seven-digit phone number used to connect callers to a 9-1-1 call center.

E911 – Enhanced 9-1-1. E-911 or E911 is a system used in North America that links emergency callers with the appropriate public resources.

EMS – Emergency Medical Services.

ESN – Emergency Service Number. Identifies a specific combination of fire, police, and rescue service; guaranteed to be unique only within one service router. A single PSAP may have hundreds of ESNs, due to the various combinations of these emergency services. ESNs determine the call transfer numbers to be displayed for wire line calls.

Latitude – The angular distance of a point on the earth's surface along a meridian north or south of the equator.

Longitude – The angular distance of a point on the earth's surface east or west of an arbitrarily defined meridian, usually the Greenwich meridian (Greenwich, England).

Map Layer – Geometric location and associated attribute information for certain attributes of a map such as common places, streets, cities, and highways.

MSRP – Message Session Relay Protocol. MSRP is a protocol for transmitting a series of related instant messages in the context of a communications session.

PSAP – Public Safety Answering Point. The designated agency that receives 9-1-1 calls and alerts the proper emergency response agencies (such as fire, police, and ambulance). PSAPs are also known as 9-1-1 call centers.

PSAP ID – A PSAP's identification number as assigned by the FCC (Federal Communications Commission).

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Quiesce – In networking technology, to quiesce is to temporarily disable an application or device (or both), usually in preparation for a backup or other maintenance. For federated systems, CallWorks will quiesce a system prior to upgrade. See Notification of Cluster Quiesce and Un-Quiesce (page 150) for more information.

SMS – Short Message Service. Commonly referred to as "text messaging". SMS is a service for sending short messages to mobile devices, including cellular phones, smartphones, and PDAs.

SRS – Selective Routing Services. The routing of a 9-1-1 call to the proper PSAP based upon the location of the caller. Selective routing is controlled by the ESN that is derived from the customer location.

Tandem Transfer – A standard service available for each 9-1-1 PSAP from the associated Telephone Company providing Selective Routing Services (SRS) to a given PSAP via its CAMA trunk connection. This service provides the capability for an established 9-1-1 call to be transferred by the receiving PSAP call taker, via the E911 tandem office, to another PSAP or to some other destination via analog land lines connected through the tandem while preserving the ANI information of the 9-1-1 caller.

TDD – Telecommunications Device for the Deaf. TDD is also known as TTY.

Text-to-911 – The ability to send a "short message" (SMS) or other kind of text message to 9-1-1.

TTY – Teletypewriter. TTY is also known as TDD. A device capable of information interchange between compatible units using a dial up or private-line telephone network connections as the transmission medium.

VoIP – Voice over Internet Protocol. A category of hardware and software that enables people to use the Internet as the transmission medium for telephone calls by sending voice data in packets using IP rather than by traditional circuit transmissions of the Public Switched Telephone Network (PSTN).

X, Y Coordinates – A standard grid coordinate system. Map positions are based on an X (horizontal) and Y (vertical) axis.

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162 CallStation Reference Guide Version 4.2.7 Motorola Solutions Confidential MN004266A01-A List of Figures

List of Figures

Figure 1: Call Screen Components / Call Screen with Dark Theme ...... 15 Figure 2: Call Screen Components / Call Screen with Light Theme ...... 16 Figure 3: Call Screen Components / Call Screen with Medium Theme ...... 16 Figure 4: Call Screen Components / Log On Screen ...... 17 Figure 5: Call Screen Components / Applications Screen ...... 18 Figure 6: Call Screen Components / Position and Cluster Information ...... 18 Figure 7: Call Screen Components / Log Off Methods...... 19 Figure 8: Call Screen Components / Softphone Call Table 1 ...... 20 Figure 9: Call Screen Components / Softphone Call Table 2 ...... 22 Figure 10: Call Screen Components / Softphone Call Table 2 ...... 23 Figure 11: Call Screen Components / Notification of Limited Connectivity ...... 24 Figure 12: Call Screen Components / Softphone Sortable Column Headers ...... 25 Figure 13: Call Screen Components / Softphone Buttons ...... 26 Figure 14: Call Screen Components / Abandoned Tab...... 27 Figure 15: Call Screen Components / Abandoned Tab Redial Option ...... 28 Figure 16: Call Screen Components / Line Organizer Components ...... 29 Figure 17: Call Screen Components / Directory Components ...... 31 Figure 18: Call Screen Components / Call Log Components ...... 33 Figure 19: Call Screen Components / Dial Pad ...... 35 Figure 20: Call Screen Components / Event Tab ...... 37 Figure 21: Call Screen Components / TDD/TTY Component ...... 39 Figure 22: Call Screen Components / Playback Component ...... 41 Figure 23: Call Screen Components / Greetings 1 ...... 42 Figure 24: Call Screen Components / Greetings 2 ...... 43 Figure 25: Call Screen Components / Greetings 3 ...... 43 Figure 26: Call Screen Components / Greetings 4 ...... 44 Figure 27: Call Screen Components / Greetings 5 ...... 44 Figure 28: Call Screen Components / Record a Second Greeting 1 ...... 45 Figure 29: Call Screen Components / Record a Second Greeting ...... 45 Figure 30: Call Screen Components / SMS/Text Tab Overview ...... 46 Figure 31: Call Screen Components / SMS Log & Message Field ...... 47 Figure 32: Call Screen Components / SMS Predefined Messages ...... 48 Figure 33: Call Screen Components / SMS ALI Results ...... 49 Figure 34: Call Screen Components / Instant Message Component ...... 50 Figure 35: Call Screen Components / Call Status Indicators ...... 51 Figure 36: Call Screen Components / Call Screen System Menu ...... 52 Figure 37: Call Screen Components / Call Screen Action Menu ...... 53 Figure 38: Call Screen Components / Call Screen Help Menu ...... 54 Figure 39: Call Screen Components / Network Status Notification ...... 55

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Figure 40: Call Screen Components / ALI Results ...... 56 Figure 41: Call Screen Components / ALI Record Not Found ...... 57 Figure 42: Call Screen Components / Discrepancy Form ...... 58 Figure 43: Call Screen Components / Knowledge File...... 59 Figure 44: Call Screen Components / Call History ...... 60 Figure 45: Call Screen Components / Location History ...... 60 Figure 46: Call Screen Components / Request Window ...... 61 Figure 47: Call Screen Components / Dial Window ...... 64 Figure 48: Call Screen Components / System Commands / IM Command Example ...... 66 Figure 49: Call Screen Components / System Commands / PIN Command Example ...... 66 Figure 50: Map Screen Components / Overview ...... 69 Figure 51: Map Screen Components / Map Legend (Map Layer Controller) ...... 72 Figure 52: Map Screen Components / Distance, Location, and Scale ...... 73 Figure 53: Map Screen Components / MapView Zoom ...... 74 Figure 54: Map Screen Components / Send to Back Option ...... 77 Figure 55: Map Screen Components / Answer from Multi-Select ...... 78 Figure 56: Map Screen Components / Uncertainty Circle ...... 79 Figure 57: Map Screen Components / RapidSOS Uncertainty ...... 79 Figure 58: Call Management / Answer Options ...... 82 Figure 59: Call Management / Release Options ...... 83 Figure 60: Call Management / Hold Options ...... 84 Figure 61: Call Management / Unhold Options ...... 85 Figure 62: Call Management / Redial Abandoned Option ...... 86 Figure 63: Call Management / Clear Abandoned Option ...... 87 Figure 64: Call Management / Softphone Transfer Step 1 ...... 89 Figure 65: Call Management / Softphone Transfer Step 2 ...... 89 Figure 66: Call Management / External Transfer via Softphone ...... 90 Figure 67: Call Management / Directory Transfer Step 1 ...... 91 Figure 68: Call Management / Directory Transfer Step 2 ...... 91 Figure 69: Call Management / Directory Transfer Step 3 ...... 92 Figure 70: Call Management / Manual Transfer ...... 93 Figure 71: Call Management / Cancel a Transfer ...... 94 Figure 72: Call Management / Add Conference Participant via Directory ...... 98 Figure 73: Call Management / Manually Add Conference Participant ...... 99 Figure 74: Call Management / Disconnect from Conference ...... 100 Figure 75: Call Management / Conference Release ...... 101 Figure 76: Call Management / Softphone Buttons ...... 102 Figure 77: Call Management / Directory Buttons ...... 103 Figure 78: Call Management / Silent Monitor 1 ...... 104 Figure 79: Call Management / Silent Monitor 2 ...... 105 Figure 80: Call Management / Barge-In ...... 106 Figure 81: Call Management / Override ...... 107 Figure 82: Call Management / Deafen Caller ...... 108

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Figure 83: Call Management / Deafened Caller ...... 109 Figure 84: Call Management / Undeafen Caller ...... 109 Figure 85: Call Management / Mute Options ...... 110 Figure 86: Call Management / Unmute Call ...... 111 Figure 87: Call Management / Center Call on Map ...... 112 Figure 88: Call Management / Zoom to Location ...... 113 Figure 89: Call Management / Call Centered on Map ...... 113 Figure 90: Call Management / Call Playback ...... 114 Figure 91: Call Management / Playback Option ...... 115 Figure 92: Call Management / DecisionStation Call Playback ...... 116 Figure 93: Call Management / Review Call Review Option ...... 117 Figure 94: Call Management / Call Review Event Log ...... 118 Figure 95: Call Management / Call Review ALI Results ...... 118 Figure 96: Call Management / Call Review Map Location ...... 119 Figure 97: Call Management / Automatic Print Call Detail ...... 120 Figure 98: Call Management / Manual Print Call Detail ...... 120 Figure 99: Call Management / View Details Option ...... 121 Figure 100: Call Management / View Details Event Log ...... 122 Figure 101: Call Management / View Details ALI Results ...... 122 Figure 102: Call Management / ACD Button ...... 123 Figure 103: Call Management / Change ACD States...... 125 Figure 104: SMS Call Management / Answer SMS Call ...... 127 Figure 105: SMS Call Management / Connected SMS Call ...... 128 Figure 106: SMS Call Management / Primary Connected Call Example ...... 129 Figure 107: SMS Call Management / Release SMS Call ...... 131 Figure 108: SMS Call Management / Transfer SMS 1 ...... 132 Figure 109: SMS Call Management / Transfer SMS 2 ...... 133 Figure 110: SMS Call Management / Transfer SMS 3 ...... 134 Figure 111: SMS Call Management / Transfer SMS 4 ...... 135 Figure 112: SMS Call Management / SMS Manual Transfer ...... 136 Figure 113: SMS Call Management / Conference Release ...... 137 Figure 114: SMS Call Management / Override an SMS Call ...... 138 Figure 115: SMS Call Management / Review SMS Call ...... 139 Figure 116: SMS Call Management / Review SMS Event Log ...... 139 Figure 117: SMS Call Management / Review ANI Information ...... 140 Figure 118: SMS Call Management / View SMS Call Details ...... 141 Figure 119: SMS Call Management / View SMS Event Log ...... 141 Figure 120: SMS Call Management / View ANI Information ...... 142 Figure 121: Optional Features / ACD Skills Based Routing ...... 146 Figure 122: Optional Features / Additional Softphone Buttons / Dial Tab...... 147 Figure 123: Optional Features / ALI Custom Labels ...... 148 Figure 124: Optional Features / Federated Systems Position and Cluster Information ...... 149

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Figure 125: Optional Features / Federated Systems Notification of Cluster Quiesce and Un-Quiesce ...... 150 Figure 126: Optional Features / Federated Systems Notification of Incomplete Historical Data ...... 151 Figure 127: Optional Features / Portable Answering Position ...... 152 Figure 128: Optional Features / RapidSOS Location Information on ALI Results Sub-Tab ...... 153 Figure 129: Optional Features / RapidSOS Uncertainty Circle on Map Screen ...... 154 Figure 130: Optional Features / RapidSOS Location Information in Call Detail Record ...... 155 Figure 131: Optional Features / RapidSOS Location Information in Phone Number Detail ...... 156 Figure 132: Optional Features / My Calls & Group Calls Softphone Tables ...... 157

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Index

A Command Line Console ...... 38, 65 Common Place ...... 159 A911 ...... 38, 65, 81 Conferencing ...... 98, 99, 100 Abandoned ...... 27, 86, 87, 145 Contacting Customer Service ...... 11 Abandoned Call Table ...... 28 AC ...... 65, 81 ACD ...... 123, 125, 145, 146, 159 D Action Menu ...... 53 Deafen/Undeafen ...... 108 Active Call Switching ...... 129 Dial Buttons ...... 32 AIU ...... 159 Dial Pad ...... 35 ALI ...... 49, 56, 148, 159 Dial Window ...... 64, 147 ALI Custom Labels ...... 148 DID ...... 159 ANI ...... 49, 56, 159 Directory ...... 31, 103 Answering Calls ...... 81, 86, 127 Directory Buttons ...... 32, 103 Directory Table ...... 32 B Distance Measurement ...... 73 DN ...... 159 Barge-In ...... 104, 106 DTMF ...... 160 C E CAD ...... 159 E7Digit ...... 160 Call Detail Record ...... 120 E911 ...... 160 Call History ...... 60, 117, 140, 141, 142 ECaTS Integration ...... 148 Call Icons ...... 75 EMS ...... 160 Call ID ...... 23, 34, 60 Entry Types...... 31 Call Logs ...... 33 ESN ...... 160 Call Management..... 81, 83, 84, 86, 88, 95, 98, 102, 103, 108, 110, 112, 114, 117, 120, 121 Event Log ...... 38, 118, 122, 139 Call Recordings ...... 41, 114, 116 Event Tab ...... 37 Call Review ...... 117 SMS Call Review ...... 139 F Call Screen .. 17, 20, 22, 27, 29, 31, 33, 35, 37, FAQs ...... 12 39, 46, 50, 51, 52, 55, 56, 65 Federated Systems ...... 18, 132, 149 Call Screen Components ...... 15 Filter ...... 31 Call Status Indicators ...... 51 Call Type Tabs ...... 33 CallStation ...... 9, 10 G CAMA Trunk ...... 159 Genovation ControlPad ...... 143 CLC ...... 65 Glossary ...... 159 Clear Abandoned ...... 87 Greetings ...... 42

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H O Hang Up ...... 83, 131 Override ...... 104, 107 Help Menu ...... 54 Override SMS ...... 138 Holding & Unholding Calls ...... 84 P I Playback ...... 114, 116 Instant Message ...... 50, 66 Plotting X, Y Coordinates on the Map ...... 66 Portable Answering Position ...... 152 K Predefined SMS Messages ...... 48 Predefined TDD/TTY Messages...... 40 Knowledge ...... 49, 59, 140, 141, 142 Print Call Detail ...... 52 Print Call Details ...... 120 L Private Conference Latitude ...... 160 Undo Private Conference...... 109 Limited Connectivity ...... 24 PSAP ...... 160 Line ID ...... 30, 34 PSAP ID ...... 160 Line Organizer ...... 29 Line Table ...... 30 Q Line Types ...... 29 Quiesce ...... 150, 161 List of Figures ...... 163 Location Coordinates ...... 73 Location Format ...... 53 R Location History ...... 60, 117, 140, 141, 142 RapidSOS Integration ...... 79, 153 Logging Off ...... 17, 19 Recording Calls ...... 114, 116 Logging On ...... 17 Redial Abandoned ...... 86 Longitude ...... 160 Redial Button ...... 36 Releasing Calls ...... 83, 101 M Releasing SMS Calls ...... 131 Request Window ...... 61 Manual Transfers ...... 96 Reset Softphone Table Sorting ...... 53 SMS Manual Transfer ...... 136 Reviewing Calls ...... 117 Map Icons ...... 75 Reviewing SMS Calls ...... 139 Map Layer ...... 160 Map Layer Controller ...... 72 Map Legend ...... 72 S Map Screen ...... 69, 70, 72, 73, 74, 75, 79 Save Default Map View ...... 53 Mapping Calls ...... 112 Service Request ...... 61 MapView Zoom ...... 74 Silent Monitor ...... 104 Menus ...... 52, 53 Smart Default Sort ...... 23 MSRP ...... 160 Smart Sort ...... 23 Mute/Unmute ...... 110 SMS ...... 161 My Calls & Group Calls Tables ...... 22, 157

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SMS Call Management ...... 127, 131, 132, 138, Themes ...... 15, 52 139, 141 Transferring Calls ...... 88, 93, 94, 95 SMS Log ...... 46, 139, 141 Transferring SMS Calls ...... 132 SMS Message Field ...... 47 SMS Predefined Messages ...... 48 U SMS/Text Tab ...... 46 Softphone ...... 20, 22, 157 Uncertainty Circles ...... 79 Softphone Buttons ...... 26, 64, 102, 147 Undeafen ...... 108 Sortable Column Headers ...... 25, 30, 32, 34 Uninitialized Abandoned ...... 87 Speed Dial ...... 102 Unmute ...... 110 SRS ...... 161 Status Icons ...... 21, 30 V System Commands ...... 38, 65 View Details ...... 121 System Menu ...... 52 SMS Call Details ...... 141 VoIP ...... 161 T Tandem ...... 95 X Tandem Transfer ...... 161 X, Y Coordinates ...... 161 Taskbar ...... 70 Plotting on Map ...... 66 TDD / TTY ...... 39, 67, 161 TDD/TTY Predefined Messages ...... 40 Z Telecom Tab ...... 39, 41, 42 Zoom Slider ...... 70, 71 Text-to-911 ...... 46, 127, 161 Zoom to Location ...... 58, 113

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