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Nortel Networks P0887496 User's Manual

1. To release or hang up a call 1 Click _ Release This disconnects the active call and the Loop button becomes idle Finding the called person s extension and placing it in the Target box Once a call is answered the next step is to find and click on the called extension placing it in the Target box There are four ways to locate the correct extension when you are ready to process a call including e Using the Contacts group box on page 43 e Using the Directory tab views on page 44 Using the Directory Find box on page 44 e Using the Department box on page 45 Using the Contacts group box The Contacts group box is pre loaded with extension numbers and names of the three most frequently called parties that the caller requests These caller contacts are listed from most frequently to least frequently called Contacts 227 Duncan Harold a 228 Gibson Ben la To the left of each Contact box is the current person status icon for that contact and to the right of each Contact box is that person s telephone status icon To transfer a caller to one of the three most frequently called parties 1 Double click the telephone status icon The call is forwarded to that extension P0887496 01 Norstar PC Console 1 1 User Guide 44 Handling calls Using the Directory tab views The tab view area in the Directory group box contains various views of extensions
2. Name vg Ext Notes Department 223 Marketing T Gibson Ben 226 Accounting T Villegas Alejandra 227 Sales Dupuis Claire 228 Administration T Duncan Harold 230 Development Carrera Amparo 237 Accounting D il 245 Research Full BLF Assigned Selected To search by Extension or Name Click the Full BLF Assigned or Selected tab Click the extension the name or the department of the employee being called in the list The name and or extension number now appears in the Target box Click Transfer Using the Directory Find box Use the Directory Find box to search by name Find fe To search by Name and place the target extension in the Target box 5 Position the cursor in the Find box Type the first letter or letters of the person s last name or first name depending on how the employee names were entered For example if they were entered Jane Doe type j If they were entered Doe Jane type d Click Find All matching names are displayed in a list under the Full tab In the Directory list box click the name of the employee being called The name now appears in the Target box To restore all names in the Full tab view click Show All After the search result is shown in the Full tab view the BLF Selected and Assigned tab views remain unchanged Norstar PC Console 1 1 User Guide P0887496 01 Handling calls 45 Using the Department box You can sea
3. When you set up an Attendant PC as the overflow each Attendant PC that was originally set up to receive incoming calls has to be setup to redirect calls to the overflow Attendant PC whenever overflow conditions exist At each Attendant PC the overflow feature needs to be activated Note Calls can be redirected to another Norstar PC Console attendant or any Norstar extension When the overflow condition all Loop buttons in use occurs on the Attendant position the Loop overflow icon in the Attendant Status Bar is turned on and the overflow call is automatically diverted to the specified extension P0887496 01 Norstar PC Console 1 1 User Guide 16 Getting started To define the overflow extension 1 On the Options tab on the Options dialog box click the Extension box in the Redirect calls to group box 2 Type the overflow attendant s extension number 3 Select Call overflow occurs to redirect calls when all of the main attendant s Loop buttons are busy with calls Assistant attendant setup An assistant attendant provides call coverage for one or more extensions in the system This means that an Attendant program can be set up so that it monitors all incoming calls to specified extensions Since the assistant typically uses a PC for other work Norstar PC Console provides a way to alert the assistant without requiring the main window to always be visible on the system By selecting Assigned extension rings in the
4. ConsoleServer mdb virgin mdb File name ConsoleServer mdb Files of type mdb mdb Cancel 6 Click Open to connect to the selected file name If this file is not a valid database an error message appears To point to a database using the Current Database box 1 Enter the path name of the database in the Current Database box C Program Files Nortel Norstar PC Console Server ConsoleServerDB ConsoleServer mdb Current Database fe Program FilessNort 2 Press Enter If this file is not a valid database an error message appears Selecting a report type Once a database has been selected the next step is to decide what type of report to produce To select a report type 1 Click the Report Type drop down list box 2 Select your report P0887496 01 Norstar PC Console 1 1 User Guide 76 Generating reports Setting the report period Some reports require a report period The report period defines the time span for which data is considered If the report type chosen does not require a report period the Period group box is inactive The report period begins on the From date and ends on and includes the To date To enter the From and To dates 1 Click on the From box and enter the date The following are acceptable date formats e June 5 1997 e 6 5 1997 2 Press Enter 3 Repeat for the To box Press Enter Note Ifa date is typed in an unrecognized format or if a typed date does not exist
5. Right click mouse capability can help you process calls faster by minimizing mouse movement The following call processing options are available with right mouse capability originate a call transfer a call screened transfer P0887496 01 Norstar PC Console 1 1 User Guide 4 Introduction to Norstar PC Console e transfer a call to voice mail e link transfer park a call and page an employee camp a call on an extension To use right click mouse capability 1 Position the cursor on a name or extension in the Directory group box and right click the mouse A drop down list of call options appears Directory Status Make Caller Find Show All Note 7 Department Edit Full BLF Assigned Selected Name Ext Notes Department a aes Marketing la Davis Kenr Call Research T Duncan He Transfer Development T Dupuis Clai Screen Transfer Administration T Villegas Ale VM Transfer Sales T Carrera Am Link Transfer Accounting T Gibson Ber Park Page Accounting Camp On f E J 5 2 Click left or right click one of the call processing options References As a Norstar PC Console attendant you may need to refer to the Norstar PC Console Installation Guide Norstar PC Console 1 1 User Guide P0887496 01 Understanding Norstar PC Console 2 Norstar PC Console is a client server software application that consists of the following three i
6. Full BLF Assigned Selected Name Ext Notes Department a 223 Marketing T Davis Kenny 226 Research Villegas Alejandra 227 Development T Dupuis Claire 228 Administration T Hargreave Tim 230 Sales Accounting Accounting FA S NUM Friday September 18 1998 11 53 22AM 8 As soon as the Attendant program begins communicating with the Server program the Server icon appears in the Status Bar at the bottom of the Attendant main window The Attendant program obtains setup information from the Server program As this happens the individual Norstar telephone extensions appear in the Directory group box on the Attendant main window When the setup is complete the Directory displays all extensions that are connected to the Norstar ICS and the Synchronization icon B j appears in the Status Bar at the bottom of the Attendant main window Types of attendant setups Each PC that has the Attendant program installed must be set up to handle calls either as a main attendant overflow attendant backup attendant or assistant attendant Full time main attendant setup The full time main attendant setup is intended for a telephone operator that has the Attendant main window always visible on their PC There can be more than one full time attendant Every Attendant program has to have the Server ID and Attendant extension options set properly for the Attendant program to function The Server
7. In the Caller Type box click the down arrow then click a Caller Type either Unclassified Personal Employee Vendor or Customer In the Company box type the caller s company s name Click Save and the information can be recalled at a later date If you click Close without saving you are prompted with the message Do you want to save the current record Click Yes to save the record After you enter caller information process the call by e transferring the call to the called party Refer to Transferring a call on page 45 e placing the call on hold Refer to Parking holding and screening calls on page 47 e transferring the call to Norstar voice messaging Refer to Transferring a call on page 45 e parking the call and paging the called party Refer to Parking calls and paging employ ees on page 47 To create a new name caller record from an existing caller record 1 Click Edit in the Caller Information group box on the Attendant main window The Edit Caller Information dialog box appears click Aeae This clears only the Name box in the Edit Caller Information dialog box and leaves all other boxes unchanged Place the cursor in the Name box and type the new callers name Click Save when done to save the record Norstar PC Console 1 1 User Guide P0887496 01 Maintaining caller and employee information 59 To create a new caller record when there are no active calls 1 Click Edit in th
8. transfers the active call to the caller s second contact This command is enabled when there is an active call and a contact is displayed in the second box of the Contacts group box transfers the active call to the caller s third contact This command is enabled when there is an active call anda contact is displayed in the third box of the Contacts group box Norstar PC Console 1 1 User Guide P0887496 01 Transfer to Target Screen Transfer Transfer to VMail Caller menu Working with the Attendant main window 27 transfers the active call to the extension in the Target box The Transfer button performs the same function screens a Call transfer of an active call to the extension number in the Target box The caller is automatically put on hold when the Screen Transfer menu option is clicked and then connected when you click Transfer Now in the Screen Transfer dialog box The Screen button performs the same function Refer to Parking holding and screening calls on page 47 transfers the active call to the voice mailbox of the extension in the Target box The VMTransfer button performs the same function Caller Answer Next lt esc gt Hold Ctrl H Release Fl2 Park Join Caller View Parked Calls The Caller menu commands are Answer Next Hold Release Park answers the next call in the queue places an active call on hold The Hold button performs the same function Refer to Parking
9. 18 Getting started Notifying the attendant of incoming calls There are two ways an attendant can be notified of incoming calls When the attendant is busy working on other activities in Windows Norstar PC Console is usually minimized on the Windows taskbar The attendant can be notified of incoming calls with a Call Notification dialog box The attendant can answer the call by clicking Take on the dialog box or ignore the call allowing another attendant to answer it e When the main window is visible not minimized the Call Notification dialog box does not appear The attendant is notified of an incoming call by a Ringing Loop button To activate call notification 1 Inthe Pop Call Notification dialog box when group box set the options to either one of the following Assigned extension rings The attendant is notified of calls to the assigned extensions or My extension rings The attendant is notified when their own extension has an incoming call When both check boxes are clear the attendant is not notified of calls when the main win dow is minimized Automatic restoring of the Attendant main window when a call comes in The Attendant main window is normally minimized or under another window in a part time attendant environment The attendant always has the option to restore the screen by clicking on the Norstar PC Console Attendant button in the Windows taskbar A quicker method is to set the Attendant main win
10. 22 22 22 22 23 23 P0887496 01 Norstar PC Console 1 1 User Guide Chapter 5 Chapter 6 Using the menu bar File menu Edit menu View menu Tools menu Transfer menu Caller menu Target menu Attendant menu Help menu Using the toolbar Using the Caller Information group box Using the call processing area Using the Directory group box 35 Search and edit functions in the Directory group box Directory list Handling calls Answering calls as an attendant Finding the called person s extension and placing it in the Target box Using the Contacts group box Using the Directory tab views Using the Directory Find box Using the Department box Transferring a call Parking holding and screening calls Parking calls and paging employees Placing and retrieving calls on hold Screening calls Contacting employees using Voice Call Linking and Joining calls Handling a callback call Responding to a callback that an extension did not answer Responding to a callback that a called party returned Making a call from the attendant s extension Managing calls at the employee s telephone Maintaining caller and employee information Maintaining caller information Creating a new caller record Finding and editing caller information Maintaining employee information Working with the Directory list Finding an employee record Editing employee information 24 24 24 25 25 26 27 28 29 29 29 32 34 36 38 41 41 57 57 57 60
11. Norstar PC Console Help About Attendant The Help menu options include Tip of the Day shows hides the Tip of the Day window when Norstar PC Console starts Norstar PC Console Help displays Help files About Attendant displays program information revision number copyright information and system information Using the toolbar The toolbar contains several buttons that provide quick and easy access to some of the Norstar PC Console functions To display the toolbar 1 Click on the View menu 2 Click on the Toolbar command The toolbar is displayed across the top of the Attendant main window below the menu bar P0887496 01 Norstar PC Console 1 1 User Guide 30 Working with the Attendant main window The toolbar contains the following mar OE The IN and OUT buttons are used to indicate whether or not you are able to take calls Note Redirection of calls to a backup extension must be set in the Options dialog box which is accessed from the Tools menu The Link button is used to access Centrex CO line features such as off premise transfer or conference or other systems or carriers while on an outside call For more information refer to Linking and Joining calls on page 50 The DTMF button is used to dial DTMF tone digits to the external number in the Target box This must be used in conjunction with the Link button and with outdialing on an active line to access other systems or carriers such as
12. RR Click the status from the drop down list either None Not at desk or Out of office The status you chose now appears as an icon in the Directory view to the far left of the extension Name There is no icon for None Instead a blank space appears next to the person s telephone status if this is selected 1 amp or im appear when Out of office or Not at desk respectively are selected from the list Note Do not type in the Status box Creating a new name for an extension You can change the name of an employee assigned to an extension To create a new name for an extension 1 In the Directory group box click Edit The Edit Employee Information dialog box appears Click New Name The cursor is positioned in the Name box and the Name box is ready for editing All other boxes in the Edit Employee Information dialog box are unchanged Type in the new employee s name Click Save when done P0887496 01 Norstar PC Console 1 1 User Guide 66 Maintaining caller and employee information Using the Make Caller button This function is used when an employee calls from a customer s office To assign the name of an employee to a caller record 1 Select the employee s extension in the Directory or enter the employee s extension num ber in the Target box 2 Click Make Caller The name of the employee is now assigned to the caller record and is not saved as a customer record Adding notes to emplo
13. 4 on the toolbar To place a call to an extension outside number 1 When there is no active call place an extension or outside number in the Target box 2 Press Enter on the keyboard A call is made to the extension outside number To transfer a call to an extension 1 Place an extension in the Target box when there is an active call 2 Press Enter on the keyboard The call is transferred to the extension Selecting an entry in the Directory or in the Contacts box also enters the extension number into the Target box When the Target is an extension the Person Status icon for that person appears to the left of the Target box and to the right of the Target is that person s telephone status icon To make a call to an inside extension 1 Make sure that the number you want to call is displayed in the Target box You can type the extension in directly or select it from the Directory list For further information refer to Using the Directory Find box on page 44 2 Click Call or press Enter to make the call To make a call to an outside number 1 Place the cursor in the Target box and type the same digits you would dial if you were using your Norstar telephone 2 Click Call E Enter P0887496 01 Norstar PC Console 1 1 User Guide 54 Handling calls Managing calls at the employee s telephone Norstar PC Console has features which allow the employees to also manage their calls from their telephones
14. Console 1 1 User Guide P0887496 01 Working with the Attendant main window 23 Directory group box The Directory group box located at the bottom of the Attendant main window consists of three parts Directory list Note and Status boxes Find and Department boxes and the Show All and Edit buttons Status Bar The Status Bar located at the bottom of the Attendant main window toggles between being displayed and not being displayed To display the Status Bar 1 Click on the View menu displays four different tabbed views of extension information such as name extension notes and department From here you can select a name and number to appear in the Target box The Directory list also indicates telephone status icon and person status icon allow you to change the status of the employee and write information in a note for an extension provide a means of searching for extensions and editing employee information and extension records 2 Click on the Status Bar menu item A checkmark is displayed The Status Bar provides the following information Place an intercom voice call E INO NUM Friday September 18 1998 01 47 45 PM When the mouse is pointing at a button on the toolbar the Status Bar displays a descriptive help message about the button The Synchronization icon is displayed after starting Norstar PC Console when the Server and the Attendant databases are communicating with each oth
15. Options dialog box a Call Notification dialog box pops informing the assistant that an outside call for an Assigned extension is present The Assigned feature is used when an employee would like the assistant attendant such as an administrative assistant to answer the employees calls Note In most cases calls that have originated from outside the company are displayed on the assistant attendant s main window All internal calls from an extension to an assigned extension functions as usual and are not displayed on the assistant attendant s main window The Assistant function is enabled by entering extensions into the Assigned box on the Assigned tab on the Options dialog box To add or remove an assistant attendant s assigned extensions 1 Click Tools in the Main menu then click Options in the Tools menu 2 Click the Assigned tab on the Options dialog box To add an extension click the extension you want in the All extensions box then click gt gt to copy it to the Assigned extensions box To remove an extension from the Assigned extensions box click the extension number in the Assigned extensions box and click lt lt The extensions that have been assigned can be viewed at any time by clicking on the Assigned tab in the Directory group box of the Attendant main window Norstar PC Console 1 1 User Guide P0887496 01 Getting started 17 Setting up other attendant features Attendant features for the di
16. Press the Access key for the menu name and release it For example to open the Edit menu press Alt then E and the Edit menu will be displayed Press the Access key for the desired command For example to select Caller Information from the Edit menu press I and the Edit Caller Information dialog box will be displayed Norstar PC Console 1 1 User Guide P0887496 01 Introduction to Norstar PC Console 3 Shortcut keys defined on the menus Shortcut key combinations are indicated beside some menu commands In cases where the Ctrl key is with another key make sure to hold the Ctrl key down while pressing the second key in the combination The additional shortcut keys are as follows In the Edit menu Cut Copy Paste Dial Paste Transfer Paste In the Transfer menu 1st Contact 2nd Contact 3rd Contact Transfer to Target Screen Transfer In the Caller menu Answer Next Hold Release Ctrl X Ctrl C Ctrl V Ctrl D Ctrl T F9 F10 F11 Num Pad Ctrl Num Pad Esc Ctrl H F12 Commands initiated by holding down the Alt key plus an additional key Call handling functions can be accessed directly from the Attendant window using the Alt key in combination with the underlined keys in the commands Using this method the Alt key must be held down while the other key is being pressed For example to place an active call on Hold hold down the Alt key and press H Processing a call with right click mouse capability
17. To send the caller to Norstar voice messaging 1 Press the IM display button on the telephone The call is automatically transferred to the called person s voice mailbox To join the caller with another call 1 Press the Jain display button to conference the caller in with your current call Norstar PC Console 1 1 User Guide P0887496 01 Handling calls 55 By looking at the caller s name or Caller ID name in the display area of the Norstar telephone the called person decides to join the caller with the current call To send the call to the attendant who asks the caller if they want to interrupt 1 Press the IntAct display button This delivers a pre set message to the attendant who asks the caller if they want to interrupt the employee If yes the attendant transfers the call back to the employee The calling party name appears in the Norstar telephone display area of the called person s telephone for approximately 20 seconds To pick up the call that the attendant transfers back press the Talk display button To send the caller to an Assistant extension Press the Assist display button This delivers a pre set message to the attendant The attendant tells the caller that the called person is temporarily unable to take calls and has requested that they be routed to an Assistant extension The attendant refers to the Assistant extension box in the Edit Employee Information dialog box and enters the Assistant
18. an error message is displayed To cancel out of the From To boxes 1 Press Tab or Esc To specify a report of one week 1 Click on One Week The One Week dialog box appears Choose the month that the desired week started or ended in from the month drop down list 2 Select the year the week occurred in the year box You can either type in the year box or use the increment and decrement arrows to the right of the year box 3 Select a week from the list of weeks in the box at the bottom of the dialog Either click ona week and click OK or double click the desired week When a week is selected the start and end dates of the week appears in the From and To date edit boxes To specify a report of one month 1 Click One Month The One Month dialog box appears Choose the desired month from the month drop down list 2 Set the desired year using the year control either by typing it in or adjusting its value with the increment and decrement arrows to its right 3 When done click OK to accept the month or Cancel the Report Period selection If a month was selected the starting and ending dates of the month appears in the From and To date edit boxes respectively Dates for February automatically account for leap years centuries and millennia Norstar PC Console 1 1 User Guide P0887496 01 Generating reports 77 To cancel a selection you made press the Esc key or click Cancel The Period group box information is
19. be the Caller ID name provided by the telephone company You can change this Caller ID name to the actual callers name e Caller Type box contains the classification of the caller There are five types to choose from Unclassified Personal Employee Vendor and Customer e Company box contains the name of the company associated with the caller The Caller ID name is automatically filled in this box It can be edited here or in the Caller Information group box e Phone box contains the telephone number of the caller e City State Province and ZIP Postal Code boxes are related to the caller e Caller ID Name and Caller ID Number boxes contain information provided through sub scription by the public switched telephone network e Record Number box contains a unique caller record identifier number This box is not editable e Contacts boxes list the caller s three most frequently called persons in your company P0887496 01 Norstar PC Console 1 1 User Guide 34 Working with the Attendant main window The following buttons appear in the Edit Caller Information dialog box Save saves the caller record displayed in the boxes of the Edit Caller Information dialog box to the database Close closes the Edit Caller Information dialog box without saving the changes to the record Find opens the Find dialog box in the Edit Caller Information dialog box Ae creates a blank caller record which you can fill in creat
20. calls There are no assistant attendants backup attendants or overflow attendants in a stand alone model Target extension A target extension is the extension number to which you are directing a call VM Voice mail or voice messaging P0887496 01 Norstar PC Console 1 1 User Guide 84 Glossary Norstar PC Console 1 1 User Guide P0887496 01 Index 1st Contact 26 2nd Contact 26 3rd Contact 26 A About Norstar PC Console 29 Active Call 31 Adding notes to employee records 66 All and Select option buttons 73 All button 73 All extensions 16 All extensions box 19 Answer next 27 Answering calls as an attendant 41 Assigned box 16 Assigned extension rings 16 18 Assigned tab Directory group box 16 Options dialog box 16 Assigned tab view 39 Assistant attendant 16 81 Assistant Extension box 37 Attendant 17 assistant 16 backup 6 14 features 17 incoming calls notifying of 17 overflow 6 15 Attendant Extension 12 Attendant group box 14 Attendant main window 21 working with 21 Attendant menu 29 Attendant Monitor 25 Attendant program 5 checking it s running 11 configuring 12 restoring main window 18 shutting down 11 starting 10 starting for the first time 12 Transfer options 19 Attendant setups types 13 Attendant types 7 Attendant main full time 13 Attendant part time main 14 B Backup attendant 6 14 BLF tab view 62 Blue Loop button 31 C Calendar button 72 Call 28 joining calls 50 maki
21. extension number in the Target box The attendant transfers the call to the Assistant extension P0887496 01 Norstar PC Console 1 1 User Guide 56 Handling calls Norstar PC Console 1 1 User Guide P0887496 01 Maintaining caller and employee information 6 Norstar PC Console manages both caller and employee information Maintaining caller information When your company is called information about the caller available from the Norstar PC Console database appears in the Caller Information group box of the Attendant main window Whether or not you enter information for an incoming call depends on whether the caller is calling for the first time or has called previously and has information already entered in the database Creating a new caller record New caller records are created in the following ways e automatically during an active call the first time Caller ID information is received by the Attendant program You can customize the new caller record during the active call or later Note The caller record is not saved if you click Release without processing the call e when you create a new caller record from an existing one e when you create a new blank caller record When a call comes in Norstar PC Console checks the Caller ID provided by the telephone company to see if the number has previously called If there is a record that the number has called before information available from the caller database is
22. holding and screening calls on page 47 disconnects the active call The Release button performs the same function places the active call in park so that you can page the person whose extension is in the Target box A list of all calls parked by all attendant consoles is displayed in the Parked Calls dialog box when you click on View Parked Calls on the Caller menu The call can be retrieved from the View Parked Calls dialog box by pressing Retrieve For more information on viewing parked calls refer to Parking holding and screening calls on page 47 The Park Page button performs the same function P0887496 01 Norstar PC Console 1 1 User Guide 28 Working with the Attendant main window Join Caller connects two callers by joining the active call with the call that is on hold Refer to Linking and Joining calls on page 50 View Parked Calls opens the Parked Calls dialog box which displays all calls parked by all attendants A call can be retrieved by any Norstar PC Console attendant or from any telephone in the Norstar ICS For more information refer to Parking holding and screening calls on page 47 Target menu Target Call Voice call Dial DTMF Tones Link The Target menu commands are Call initiates a call from the attendant extension to the number in the Target box The Call button performs the same function Voice call places a voice call from the Attendant to the extension in the Ta
23. page 13 Incoming calls can be transferred to an extension a voice mailbox or to an external number Your company can be set up with more than one attendant Norstar PC Console can also be set up to provide call coverage for assigned groups of employees In this setup you are notified of calls to assigned employees and can answer calls when those employees cannot P0887496 01 Norstar PC Console 1 1 User Guide 6 Understanding Norstar PC Console Reports program The Reports program provides information about incoming calls to your company Reports can help you identify trends and find answers to questions before they become problems You can request a report from any PC with an Attendant program and view the report in the Reports window or print it on an attached printer Norstar PC Console features There are many features and benefits associated with Norstar PC Console Easy to use time saving Graphical User Interface GUI Norstar PC Console has a GUI that is uncomplicated and uncluttered compared with other attendant consoles without sacrificing sophisticated features It is easy to select the correct buttons to process incoming calls and very few key strokes are required for most everyday activities In fact answering an incoming call and transferring it to an extension usually requires only two steps clicking a Loop button to answer the call and double clicking the icon beside the called party s name to transfer the cal
24. subscribe to Caller ID service then this line of display will be blank The bottom line of information to the right of the Loop button displays the name of the Norstar ICS line that carried the call Note Norstar ICS line names are programmed in your Norstar ICS by your telephone administrator Note If your Norstar ICS is shared by two or more companies the telephone administrator can associate the names of each company with their particular hardware lines This means that you can tell which company is being called even before answering the call To answer an incoming call 1 A Loop button turns yellow and the label changes to Ringing You can respond to a call one of four ways e Click the yellow Ringing Loop button e Press the function key on the PC keyboard for example F1 shown above the Loop button e Press the Esc key e Press the associated intercom or line key on your telephone The Loop button becomes green and displays the word Active Norstar PC Console 1 1 User Guide P0887496 01 Handling calls 43 2 Answer the call with your company greeting and determine from the caller to whom they wish to speak If you are answering a call from this number and or company for the first time you can enter caller information For further information refer to The Edit Caller Information dialog box on page 33 If you are not refer to Finding the called person s extension and placing it in the Target box on page 43
25. the Directory group box This is where information about employees can be changed or added For further information refer to Maintaining employee information on page 61 Edit Employee Information x Name fc Assistant Extension SY Type Zi Record Number Close Department Voice Mail DN Find Phone m Contacts New Name City State Province Zip Postal Code The Edit Employee Information dialog box contains the following boxes which are editable unless indicated otherwise Name box contains the employee s name or the extension number if a name has not been entered e Type box contains the classification of the employee record Employee is the default e Department box contains the name of the department associated with the employee Phone box contains the telephone number of the employee The Phone box is not edit able e City box displays the city of the employee e State Province box displays the state or province of the employee e ZIP Postal Code box displays the ZIP code or Postal Code of the employee e Assistant Extension box displays the extension of the person who handles calls for the extension when the employee cannot Record Number box displays a unique record identifier number The Record Number box is not editable e Voice Mail DN box displays the voice mailbox extension of the employee The Voice Mail DN box is not editable e Contacts box list
26. the Target box so the caller can leave a message Camp On places a call on hold at the target extension accesses Centrex CO line features such as off premise transfer or conference or other systems or carriers while on Link Transfer an outside call It is also used to tone dial the digits in the Target box FEEEE LE Using the Directory group box The Directory group box is located at the bottom of the Attendant main window It contains tabbed directories showing various views of the extensions on your Norstar telephone system The Directory group box also contains buttons and boxes for searching and editing extension and employee information P0887496 01 Norstar PC Console 1 1 User Guide 36 Working with the Attendant main window Search and edit functions in the Directory group box The buttons and boxes in the Directory group box are used to search for and edit employee information that appears in the Directory list They are listed below Status I v Note Make Caller Find Department I v Edit Show All Et indicates the person status of the employee when an option is selected from the drop down list box a corresponding icon appears in the first column of the Directory list The available options are None Not at Desk lys and Out of Office Lp used to enter information about individual employees changes the caller Caller ID record to an employee record when an emplo
27. the changes can be saved To find caller information 1 Click Edit in the Caller Information group box on the Attendant main window The Edit Caller Information dialog box appears Click Find The Find dialog box appears Find Record Name The Find dialog box is used to find a caller s name in the database When the Find dialog box opens the cursor is in the Name box In the Name box type the first letter or letters of the caller s last name Note If the caller s first name is used instead of their last name type the first letter or letters of the caller s first name Click OK or press Enter The Find dialog box closes All matching names are displayed in the Name box of the Edit Caller Information dialog box If there is more than one name a drop down list appears below the Name box Name Alejandra Villegas Alejandra Villegas Amparo Carrera Click on the caller name you want to edit The information associated with that caller fills in the Edit Caller Information dialog box To edit a caller s record 1 Make sure the caller name you want to edit is displayed in the Edit Caller Information dialog box Position the cursor in the box you want to edit and make the change Repeat if needed Click Save to save the changes to the database Click Close to close the Edit Caller Information dialog box Norstar PC Console 1 1 User Guide P0887496 01 Maintaining caller and empl
28. x Date oul ps d Cancel i 2 ie Bi MT AE SSJ Olt 1 ie Ue ey UE ne ale Taree ean Atos Ay a eah eal ED Norstar PC Console 1 1 User Guide P0887496 01 Generating reports 73 Employees and customers group boxes You can use these boxes to choose customers or employees for which a report is to be generated All and Select option buttons Employees C All Select The Customer and Employees group areas contain used to generate a report that includes data for all members of amp All the selected category Employees or Customers used to generate a report that includes data for only those f Select members listed in the list box If you click Select the button beneath the selection list box labeled either Customer or Employee becomes available so you can make your selection Note The All and Select buttons for Employees or Customers is only available if a valid database is selected the report period is set and a Report Type was chosen which utilizes the category Employees or Customers list box only displays information if you have chosen to select a subset of the customers and employees in your database If you choose All the list box remains blank The list box cannot be directly edited If the selected list is long enough it can be scrolled to view its contents Changing the contents of the list is done with the button below the list box Customer Employ
29. 1 User Guide P0887496 01 Understanding Norstar PC Console 7 Reports Ability to handle growth Norstar PC Console provides reports allowing you to obtain periodic information such as the number of incoming calls and who answered the calls This is impor tant information because it can indicate the calling trends within the business and the performance of the telephone system A one time purchase of Norstar PC Console is often all that is ever needed If you want to add more attendant positions as the company grows Norstar PC Console is easily expandable Attractiveness of PC compatibility Norstar PC Console has combined telecommunications with personal computing to make the attendant s job easier faster and more efficient Atten Use of existing hardware Multi tasking dant types There is no need for you to purchase additional dedicated hardware to obtain the power of Norstar PC Console Provided you have the minimum computer requirements all that is needed is the software and a simple hardware enabler allowing your computer to communicate with the Norstar ICS Norstar PC Console works in a multi tasking environment You can use your PC for other tasks such as word processing in addition to attending to calls You can quickly switch from PC tasks to the Attendant main window when there is an incoming call Each PC that has the Attendant program installed is set up to handle calls either as a main attendant ove
30. 61 61 64 Norstar PC Console 1 1 User Guide P0887496 01 Chapter 7 Generating reports Report types Calls by Customers report Calls to Employees report Extension Directory report Working with the Reports window Database group box Information group box Period group box Employees and customers group boxes Creating and viewing reports Selecting the database Selecting a report type Setting the report period Selecting employees and customers for the report Create Report button Viewing the report you generated Printing a report Glossary Index P0887496 01 Norstar PC Console 1 1 User Guide Norstar PC Console 1 1 User Guide P0887496 01 Introduction to Norstar PC Console Norstar PC Console is an application that provides centralized call management and call activity reporting capability to a business Norstar PC Console runs on one or more Pentium Class personal computers PCs under a compatible Windows operating system You can customize the way Norstar PC Console is set up to best suit your company s call man agement requirements A telephone attendant uses the graphical user interface to originate calls answer and manage multiple calls e view a company s name before answering the call e record add and change caller information for future use e quickly access information about the caller e transfer calls to employees or their voice mail e send the callers name to the emplo
31. 7 Parking Holding and Screening calls 47 Part time main attendant 14 Paste 24 Period group box 72 Person status icon 39 Phone box 33 37 Placing and retrieving calls on Hold 48 Pop Call Notification dialog box when 17 Postal Code of the employee 37 Processing a call with right click mouse capability 3 P0887496 01 Norstar PC Console 1 1 User Guide 88 Index R Record Number box 37 Red Loop button 31 Redirect calls to 15 16 17 Release 27 Release button 32 Reports 7 25 All button 73 calls by customers 69 calls to employees 70 Customer Employee button 73 Database group box 71 extension directory 70 generating 69 Information group box 71 Select button 73 setting the current database 75 types 69 working with 71 Reports program 6 Reports window 71 Resetting the Full tab view 64 Restore minimized Attendant screen when 17 18 Restoring Attendant main window 18 Right click mouse capability 3 Ringing 31 Ringing Assigned Extension 31 S Save button 38 Screen Transfer 27 Screening calls 49 Search by department 64 Search for an individual 64 Select button 73 Selected extensions box 19 Selected tab Directory group box 18 Options dialog box 19 Selected tab view 39 Server 17 Server icon 13 23 Server program 5 checking its running 11 shutting down 10 Shared system 83 Shutting down the Attendant program 11 Shutting down the Server program 10 Stand alone model 83 Starting the Attendant program 10 State Prov
32. Attendant is released from the active call and both Loop buttons become idle To create a conference call to an outside number 1 With an active incoming call on Norstar PC Console position the cursor in the Target box 2 Type an outside telephone number Norstar PC Console 1 1 User Guide P0887496 01 Handling calls 51 3 Click Link Transfer The Loop button label shows Active and the number in the Target box is tone dialed 4 Click the Link button to set up a conference call between the incoming call the outgoing call and the Attendant When the conference call is finished click Release to disconnect from the call Note To disable the Link Transfer button open the Options dialog box on the Tools menu and select the Disable Link Transfer Option button Handling a callback call There are two types of calls that return to Norstar PC Console acall that was not answered at the extension to which it was transferred e acall that the called person returned to you for attendant handling Responding to a callback that an extension did not answer A callback may be a call that was sent to an extension not answered and returned to you The callback is indicated by catack Fi 00 14 Terra Contours Inc 919 555 4565 L1 SERVICE 233 Darren Stevens Hold The Loop button displays attendant messaging including the name and extension from which the call has returned and other call related information Th
33. Buttons is not checked all Loop buttons appear on the Attendant main window whether or not they are active Words and colors on Loop buttons The word Ringing appears on a yellow Loop button when an incoming call is currently ringing at the attendant s extension A green Loop button with the word Active appears when a call is answered by the attendant Only one Loop button is active at one time A blue Loop button with the words On Hold appears when a call is on hold at the attendant s extension An orange Loop button with the word Callback appears when a call has returned to the attendant from the Target extension A red Loop button with the word Ringing appears when a call is ringing an Assigned extension Grey Loop buttons appears when the Loop button is inactive and when Hide Loop Buttons is not selected from the View menu Pee we P0887496 01 Norstar PC Console 1 1 User Guide 32 Working with the Attendant main window Using the Caller Information group box The Caller Information group box is located in the top center of the Attendant main window It contains information about the caller that is automatically filled into the boxes by Norstar PC Console when a call is answered Caller Information r Contacts Name ohn Doe v Jane Smith Caller Type Customer v Fred Jones Company Company Bob Clark Note P Hold Release Park Page The Caller Information group box incl
34. Centrex This button is also used to send special characters for example from the Target box to other services such as Interactive Voice Response IVR and Norstar voice messaging services The Join button connects two callers by joining the active call with the call that is on hold at the Norstar PC Console Refer to Linking and Joining calls on page 50 Clicking the View Parked button displays the Parked dialog box which contains a list of parked calls Calls can be parked and retrieved from any Norstar telephone connected to your Norstar ICS Refer to Parking calls and paging employees on page 47 The Voice Call button initiates a call from the attendant s telephone to the speaker of another telephone without first causing the telephone to ring Refer to Parking calls and paging employees on page 47 Norstar PC Console 1 1 User Guide P0887496 01 Working with the Attendant main window 31 A total of six Loop buttons labeled F1 to F6 are located on Fi the left side of the Attendant main window and are used to answer a call Each Loop button represents a potential call in progress The color of a Loop button and the displayed word indicate the type of call activity occurring Loop buttons can be hidden or displayed depending on your preference Click View and then Hide Loop Buttons When a checkmark is displayed only active Loop buttons are displayed and unused Loop buttons are hidden When Hide Loop
35. ID indicates to the Attendant program where the Norstar PC Console Server program is located The Attendant extension setting indicates to the Attendant program which Norstar telephone belongs to the attendant P0887496 01 Norstar PC Console 1 1 User Guide 14 Getting started Once the settings are completed the Attendant program displays all incoming calls to the attendant s telephone which appear on the Attendant main window as a yellow Ringing Loop button If the attendant s telephone has been programmed to receive all incoming calls for the company that is as a main attendant then the Norstar PC Console Attendant program now also displays those calls In order to receive and make calls properly the Attendant program requires that an extension be associated with the program The extension must be a valid extension on the Norstar system and should be the telephone located at the attendant s desk To set or change the attendant s extension number 1 Click Tools then Options The Options dialog box appears with the Options tab dis played Click the My Extension box in the Attendant group box Type the extension number of the attendant s telephone Part time main attendant setup The part time main attendant is an attendant that is available to answer incoming calls and also performs additional functions on the PC such as word processing The difference between the full time main attendant setup and the part time main attenda
36. Norstar PC Console 1 1 User Guide Norstar is a trademark of Northern Telecom Copyright Northern Telecom 1998 1 800 4 NORTEL www nortel com norstar Norstar is a trademark of Northern Telecom P0887496 01 Printed in Canada Table of contents Chapter 1 Chapter 2 Chapter 3 Chapter 4 Introduction to Norstar PC Console About this guide Conventions Naming of window components Using the keyboard to navigate around Norstar PC Console Processing a call with right click mouse capability References Understanding Norstar PC Console Server program Attendant program Reports program Norstar PC Console features Easy to use time saving Graphical User Interface GUI Advanced software capabilities Attractiveness of PC compatibility Attendant types Getting started Starting the Server program Shutting down the Server program Starting the Attendant program Minimizing and maximizing the Attendant main window Shutting down the Attendant program Checking that the Server and Attendant programs are running Initializing and configuring the Attendant program Starting the Attendant program for the first time Types of attendant setups Setting up other attendant features Working with the Attendant main window Components of the Attendant main window Title bar Menu bar Toolbar Loop buttons Caller Information group box Call processing area Directory group box Status Bar RoNMNMNDhD NNDODD ONO A 21 21 22 22
37. OKAY 0 p Status of Server Program mtQuerySwitchinfo MS OKAY 0 Running accconfig ini index 38510401 48 lines starting target line 49 26 target lines D E4 mtQuerySwitchTime MS OKAY 0 aee ee eee e ss lees ee we cay peas Stereo oa mbReaisterService MS OKAY 0 of Attendant Licenses Registered 1 Registered for time services MS OKAY 0 Starting accept_connections thread Starting dotcp_state_send thread Starting event dispatcher thread Starting agent thread Command recieve from domain AF INET port 4013 internet address 0 0 0 0 Winsock error 10042 in setsockopt IP_TTL State broadcast to domain AF_INET port 4012 internet address 255 255 255 255 dotcp_state_send running r Access Event Logging Socket attached T CP Events Console connection opened extension 226 I Device Events Station 226 requested new record got 56 I Response Events Station 226 requested new record got 57 I Session Events 4 T System Event Log Level j Access Link Information Access Version CTE 1 0 2 20 C 0 English Switch Hardware Info 304GK04 0 GPR04 Spectra ISDN Expandable Compact North America Switch Software Info Norstar EXPCOMPACT GPRO4 SPECTRA_ISDN NUM Friday September 18 1998 10 53 57 AM 4 When you have checked that the Server is running click Minimize B to minimize the Server window P0887496 01 Norstar PC Console 1 1 User Guide 10 Getting started Shutting down the Server progr
38. Once a call has been routed to an extension a low level audible tone alerts the called person they have an incoming call even if they are on their telephone The name of the caller appears in the display area of the called party s telephone for a few seconds The called person has six options for managing the call using the three display buttons below the display area of the Norstar telephone These include e talking to the caller e placing the call on hold e sending the call to Norstar voice messaging e joining the call with the current call e sending the call back to the attendant to ask the caller if they wish to interrupt the current call e sending the call back to the attendant to be routed to an assistant attendant Note Press the Hext display button to see more than the first two options that appear To talk to the caller 1 Press the Talk display button to automatically connect with the call or pick up the telephone If the telephone is in use pressing the Talk display button automatically puts the first call on hold and the new caller is connected To send the caller to the attendant who asks the caller to hold 1 Press the Hold display button on the telephone This delivers a pre set message to the attendant The attendant asks the caller to hold for the called person and camps the call onto the called person s extension 2 The called person sees the call camped onto their telephone and handles the call
39. The Edit Employee Information dialog box closes Note If you click Close without first clicking Save the Edit Employee Information dialog box closes without saving any changes P0887496 01 Norstar PC Console 1 1 User Guide 68 Maintaining caller and employee information Norstar PC Console 1 1 User Guide P0887496 01 Generating reports 7 Norstar PC Console automatically collects information about incoming calls and tracks how calls are processed This important information is available through Reports to help spot trends and provide answers to questions before they become problems Reports provide caller related information that can help to e increase sales opportunities e improve productivity e lower expenses e streamline operations For example the report Calls by Customer shows how callers from your company s top customers are being handled It addresses the question of whether calls are being taken by employees or being routed to Norstar voice messaging Report types There are three report types e Calls by Customers e Calls to Employees e Extension Directory Calls by Customers report This report shows how calls from your customers are handled by your employees Each employee report can identify as many customers as necessary Calls are distributed by destination which shows the number of calls taken by the employee routed to Norstar voice messaging or handled by others Of total calls from e
40. ach customer the percentage of calls by destination is also indicated allowing review of call taking effectiveness Calls By Customers BHAE BANE tel b I ASE ABE f k HEEE I LEENE a fal From 7 26 98 To 8 198 Generated On Customer Total Total Taken Taken VMail VMail Other Other Grand Totals 100 P0887496 01 Norstar PC Console 1 1 User Guide 70 Generating reports Calls to Employees report The Calls to Employee report shows the type of calls employees are receiving over a defined time period This report can spot caller abuse such as too many personal calls and misdirected calls such as calls from customers routed to the wrong person department This report displays the type of caller across the top and employee s down the left side Each Caller Type has a column for number of calls and percent Total of all calls and percent is shown separately Calls To Employees ABE Hi From 7 26 98 To 8 1 98 k Generated On 8 5 98 EmployeeName Unk Unk Cust Cust Vendor Vend Emp Emp Pers Pers Total Toial Extension Directory report Extension Directory shows a listing of all employees that are in the Norstar PC Console database along with the information in their call record Extension Directory aa BANE z A BHE m LEE Generated On 8 5 98 Name Department Extension Norstar PC Co
41. active Loop buttons by clicking Hide Loop Buttons on the View menu If hidden the Loop buttons only appear when a call occurs A Loop Overflow icon MH on the Status Bar shows that calls are incoming beyond the sixth Loop button P0887496 01 Norstar PC Console 1 1 User Guide 42 Handling calls A new incoming call is indicated by a yellow Loop button that displays the word Ringing Information about the call appears around the Loop button to assist you in personalized call processing e A function key name located above the Loop button F1 in the example designates the function key on the PC keyboard that relates to the ringing Loop button Fi 00 04 Terra Contours Inc 919 555 4565 Service Dept A timer found above the Loop button indicates in minutes and seconds how long the call has been active e Acompany name displayed on the top line of the information to the right of the Loop but ton shows the identity of the company that is calling The company name is either from the caller database or if the caller is new from the Caller ID name provided by the tele phone company If you do not subscribe to Caller ID service then this line of display will be blank A company name can be entered or edited using the Caller Information group box e The Caller ID name displayed on the second line of the information to the right of the Loop button shows the Caller ID number provided by the telephone company If you do not
42. al characters such as hyphen parenthesis space or period Note The Clipboard contents are appended to any characters already in the Target box This allows you to type a routing code in the Target box first and then click Dial Paste Norstar PC Console 1 1 User Guide P0887496 01 Transfer Paste Caller Information Employee Information View menu View v Toolbar v Status Bar Hide Loop Buttons Working with the Attendant main window 25 transfers a call to the number in the Clipboard opens the Edit Caller Information dialog box The Edit button in the Caller Information group box performs the same function Refer to The Edit Caller Information dialog_ box on page 33 and Maintaining caller information on page 57 opens the Edit Employee Information dialog box The Edit button in the Directory group box performs the same function Refer to The Edit Employee Information dialog box on page 37 and Maintaining employee information on page 61 The View menu commands are Toolbar Status Bar Hide Loop Buttons Tools menu Tools Reports Attendant Monitor Log to File Options shows hides the toolbar shows hides the Status Bar shows hides the inactive Loop buttons When checked only active Loop buttons appear on the Attendant main window The Tools menu commands are Reports Attendant Monitor Log to File starts the Reports program opens the Attendant Monitor d
43. all This feature can be used as an intercom to talk directly through the speaker of the employee s telephone To use the Voice Call button 1 Position the cursor in the Target box and type or enter the extension of the employee 2 On the toolbar click Al 3 You may now speak to the employee through the speaker in their telephone Linking and Joining calls Using Norstar PC Console you can link calls to create conference calls or have callers join existing calls to also create conference calls To use the DTMF button with an active incoming call on a Loop button Note The DTMF button is used when transferring or linking calls on Centrex lines 1 Click x on the toolbar The active incoming call is placed on hold 2 Position the cursor in the Target box and type an outside telephone number 3 Click f on the toolbar The number in the Target box is dialed out with DTMF tones on the same CO line on which the active incoming call arrived 4 Click Release and the incoming call is transferred to the outside telephone number using the telephone company s Centrex capability The Attendant is disconnected from the call and the Loop button becomes idle To Join a call on hold on a Loop button with an active call on another Loop button 1 Click S l on the toolbar Drag the Join cursor to the Loop button on which the call is being held Click the Loop button holding the call The two callers are now connected the
44. am We recommend that you leave the Server program running at all times In the event you must shut it down perform the following steps To shutdown the Server program 1 On the Server PC click the Norstar PC Console Server button on the taskbar to restore the Norstar PC Console Server window if it is not already open 2 Click File and then click Exit A dialog box appears asking if you want to close the Server 3 Click Yes The Norstar PC Console Server window closes and the Norstar PC Console Server button E Norstar PC Console Server no longer appears on the taskbar You can also shut down the Server program by right clicking Norstar PC Console Server onthe Windows taskbar and clicking Close or clicking the Close box in the title bar Starting the Attendant program Check that the Server program has been started and the Status of Server Program group box says Running before starting the Attendant program For information about setting the attributes of the Attendant main window refer to Initializing and configuring the Attendant program on page 12 To start the Attendant program and open the Norstar PC Console Attendant main window 1 On the Attendant PC click Start on the Windows taskbar and point to Programs 2 Point to Norstar PC Console and click Attendant The Norstar PC Console Attendant button Norstar PC Console Attendant is added to the taskbar 3 The Norstar PC Console 1 1 introdu
45. and Close buttons Menu bar The menu bar located just beneath the title bar displays the menus available including File Edit View Tools Transfer Caller Target Attendant and Help From these menus you can access many of the functions available in the Attendant program The menu bar is always visible on the Attendant main window Toolbar The toolbar located just beneath the menu bar contains several buttons that provide quick and easy access to selected Norstar PC Console functions Loop buttons The Loop buttons are on the left of the Attendant main window labeled F1 F2 and so on and are used to answer calls Each Loop button can handle a single call The color of a Loop button and the displayed word indicate the type of call activity occurring For example a yellow Loop button with the displayed word Ringing indicates an incoming call at the attendant s extension You can choose to hide or display all Loop buttons except those that indicate call activity by selecting and de selecting Hide Loop Buttons on the View menu Refer to View menu on page 25 Caller Information group box The Caller Information group box in the top center of the Attendant main window displays information about the caller that is stored in the Norstar PC Console database Call processing area You can make and transfer calls by using the Target box and Call Processing buttons at the top far right of the Attendant main window Norstar PC
46. anges to blue To place a call on Hold at an active extension 1 With an active call on the Loop button and the employee s extension in the Target box click Camp On When the active call is camped on the Target box extension placed on hold at the Target extension the Loop button becomes idle 2 The camped call sends a message with tones to the employee either on or off the telephone indicating a call is camped on their extension To retrieve a call on Hold 1 Click the blue Loop button labeled On Hold The Caller Information boxes show all of the information related to this call 2 Respond to the call accordingly Screening calls You can screen calls by talking with the employee first and asking whether they want to talk to the caller To screen transfer a call 1 Click Screen The active call goes on hold The Loop button changes color to blue The extension rings and a Screened Transfer dialog box appears Screen Transfer x Caller Terra Contours Inc Target 229 Howard Wes Cancel 2 Ask the person being called if they can take the call If the answer is yes click and the call is transferred If the answer is no perform the following steps Click Cancel Click the Loop button on which the call is being held to reconnect with the caller Process the call accordingly P0887496 01 Norstar PC Console 1 1 User Guide 50 Handling calls Contacting employees using Voice C
47. contains telephone extensions Notes displays additional information about the employee that the attendant has entered The Notes can only be edited from the Notes box found at the top of the Directory group box Department displays the name of the department to which the corresponding employee belongs The department is entered by clicking on the Edit button and using the Edit Employee Information dialog box Refer to Maintaining employee information on page 61 Sorting information in the Directory list tabs Extension and employee information contained in the Directory list tabs can be sorted in different ways In the Full Assigned and Selected views the information is contained in columns with headings To sort alphabetically by Name Notes or Department 1 Inthe Directory list box click either on the Name Notes or Department column heading The information is sorted alphabetically using the column you selected To sort numerically by extension 1 Inthe Directory list box click on the Ext column heading The information is sorted numerically by extension Norstar PC Console 1 1 User Guide P0887496 01 Handling calls 5 With Norstar PC Console you can manage calls using either your PC s mouse or the keyboard When a call comes in you can respond to the caller either by using the telephone or a headset Note Itis recommended that you use a headset so that your hands are free to enter information on
48. ction window appears briefly then the Attendant main window appears The Tip of the Day window appears 4 Click Close on the Tip of the Day window 5 After a few seconds the Server icon and then the Synchronization icon B appear on the Status Bar Note The Server icon and the Synchronization icon E must both be present on the Status Bar before calls can be processed Norstar PC Console 1 1 User Guide P0887496 01 Getting started 11 Minimizing and maximizing the Attendant main window The Attendant main window can be minimized or maximized depending on your needs To minimize the Attendant main window 1 Click Minimize in the title bar The Attendant main window minimizes To maximize or re open the Attendant main window 1 Click the Norstar PC Console Attendant button Norstar PC Console Attendant on the taskbar Shutting down the Attendant program To shutdown the Attendant program 1 Click File and then click Exit The Attendant main window closes and the Norstar PC Console Attendant bution no longer appears on the taskbar You can also shut down the Attendant program by right clicking the Norstar PC Console Attendant button on the Windows taskbar and clicking Close or clicking the Close box in the title bar Checking that the Server and Attendant programs are running If your PC has both the Server and the Attendant programs installed be sure both are running and tha
49. displayed in the Caller Information group box on the Attendant main window The Name box drop down list displays the names of callers on record that are associated with the incoming Caller ID There may be several callers from the same telephone number calling if they are employees at the same company For more information refer to The Edit Caller Information dialog box on page 33 When you select the name of the caller from the list the Caller Information group box is populated with information about the caller To create a new caller record from an active call 1 Click on the Ringing Loop button to answer the incoming call Some information may or may not appear in the Caller Information group box on the Attendant main window 2 Click Edit in the Caller Information group box The Edit Caller Information dialog box appears P0887496 01 Norstar PC Console 1 1 User Guide 58 Maintaining caller and employee information Edit Caller Information Iof x Name lack Smitth 7 Caller ID Name Caller Type Vendor z Caller ID Number Close Company esc Systems Record Number g s Eind Phone 221 1234 Contacts City State Province Alberta Zip Postal Code Calgary Click __ Me Caller This clears all boxes in the Edit Caller Information dialog box and allows you to create a new caller record In the Name box type the caller s name in the format last name first space then first name
50. dow to restore automatically The Attendant program can automatically restore the main window when the attendant s extension goes off hook active This assures the attendant has access to the Attendant main window without having to manually restore it To set the Attendant main window to restore automatically 1 Inthe Restore minimized Attendant screen when group box click the Call Answered on Attendant extension check box The main window is restored when the attendant uses the extension to make or answer a call Save the Attendant program options 1 Click OK to save the changes you made on the Options dialog box or click Cancel if you made no changes or do not want to save the changes The Attendant options are opera tional immediately after saving the changes Norstar PC Console 1 1 User Guide P0887496 01 Getting started 19 Setting the Attendant Selected option In addition to the Full tab in the Directory group box of the Attendant main window there is a Selected tab that allows the attendant to view a selected subset of the full directory This is particularly useful when the attendant s incoming calls are directed to a limited number of extensions To display selected extensions in the Directory group box of the Attendant main window 1 Click Tools in the Main menu then click Options 2 Click the Selected tab on the Options dialog box To add an extension click the extension you want in the All exten
51. e Caller Information group box The Edit Caller Information dialog box appears 2 Press New Caller A new blank caller record is created with a new Record Number assigned Fill in the boxes with the desired information Press Save to save the new caller record To create a new caller record associated with an existing Caller ID when there are no active calls 1 Click Edit in the Caller Information group box The Edit Caller Information dialog box appears 2 Click Find and type the name of another caller from the same company and click OK Find Record Name coca Click New Name and the Name box becomes blank all other boxes remain unaltered Type the new caller s name Click Save The record is now saved in the database Click Close oO OV gt amp To save caller information 1 Click Save The changes made to the boxes in the Edit Caller Information dia log box are saved to the database After clicking Save the Edit Caller Information dialog box remains open To close the Edit Caller Information dialog box 1 Click __ Sse The Edit Caller Information dialog box closes Note If you click Close without first clicking Save the Edit Caller Information dialog box closes without saving any changes P0887496 01 Norstar PC Console 1 1 User Guide 60 Maintaining caller and employee information Finding and editing caller information Caller information can be edited at any time and
52. e that appears To process a hold call 1 Advise the caller that the employee would like them to hold 2 Enter the employee s extension in the Target box 3 Click _ amp On The call is now camped onto the called employee s extension To process an assistant call 1 Advise the caller that the employee is temporarily unable to take calls and has requested that calls be routed to the Assistant extension 2 Enter the assistant s extension number in the Target box The number is located in the Assistant Extension box on the Edit Employee Information dialog box 3 Transfer the call to the assistant s extension number To process an interact call 1 Advise the caller that the employee is on another call but can be interrupted 2 Ifthe caller agrees enter the employee s extension in the Target box 3 Transfer the call back to the extension Norstar PC Console 1 1 User Guide P0887496 01 Handling calls 53 Making a call from the attendant s extension As the attendant you can call any extension within the company as well as any outside number The telephone number you type in the Target box does not require special characters such as a hyphen a parenthesis a blank space or a comma special characters are ignored However to reach special services such as Interactive Voice Response systems IVR you may type special characters 4 P and W in the Target box and these characters can be dialed using
53. ee access directories The Employee and Customer buttons are button only active when you choose Select Clicking on these buttons display either the Employee or Customer Record Selection dialog box from which you can make your selection Note These buttons are available only if a valid Database has been chosen a Report Period has been given if required a Report Type which involves either Employees or Customers has been selected and the Select option button for the category has been chosen P0887496 01 Norstar PC Console 1 1 User Guide 74 Generating reports Customers and Employees Selection dialog box The Customer and Employee Selection dialog boxes are where you can choose which Employees or Customers to include in a report Employee Record Selection x Taane Fone wa ER A IM 5 8166 DANNE 8005 Cancel OE 8004 OHN M 8024 OHN M 8086 OHN Ww 5804 ON C 8213 KATHY 5895 a KEITH 8042 KELLY 8123 KELLY 8020 KEN M 8149 M KEN MYR anan The program records which items were selected in this dialog the last time you created a report When the dialog opens any items which were selected last time appears as selected In this way the list of selected items can be modified Creating and viewing reports The Reports program is designed to make it easy to generate quality reports for analyzing telephone usage at your organization The following section provides the steps required to generate reports includi
54. er The Server icon is displayed when the Attendant program on your PC is connected to the Server The Loop Overflow icon appears when there are more calls waiting to be answered than there are Loop buttons available The NUM Lock message appears when the Num Lock key is on The current date and time information is always displayed in the Status Bar P0887496 01 Norstar PC Console 1 1 User Guide 24 Working with the Attendant main window Using the menu bar The menu bar displays the drop down menus available from the Norstar PC Console Attendant main window From these drop down menus you can access many of the features available on Norstar PC Console The menu bar is always visible on the Attendant main window Help tips appear in the Status Bar at the bottom of the Attendant main window when the mouse moves over the commands in the drop down menu File menu File Exit The File menu command is Exit closes the Attendant program Edit menu Edit Cut Ctrl x Copy Ctrl C Paste Ctrl V Dial Paste Ctrl D Transfer Paste Ctrl T Caller Information Employee Information The Edit menu commands include Cut cuts selected text from an editable box and moves it to the Clipboard Copy copies a selection of text from an editable box and moves it to the Clipboard Paste inserts the Clipboard contents at the insertion point Dial Paste dials the number in the Clipboard The number can include speci
55. ers the list consists of a single column the Customer s Company Name For Employees it consists of several columns such as last first and middle names and telephone extension These columns can be resized by dragging the column header edges in the bar at the top of the list 3 You can choose either a single item or multiple items Selected items appear with a blue background running behind their boxes Choose a single item by pointing and clicking on it Choose multiple items by holding down the Control key while selecting the items you want Up to 100 items can be selected from the list If you require more than 100 items consider doing several reports with different selection lists or using the All button 4 Click OK The Customer or Employee Record Selection dialog box closes and the related Selection list box displays only those items selected from the dialog P0887496 01 Norstar PC Console 1 1 User Guide 78 Generating reports Create Report button When all the data needed to create a report has been provided in the other report controls Create Report becomes available To create a report 1 Click This starts the report generation process 2 The Reporting Animation icon just to the left of the button begins moving indicating that the report is running The animation continues until the report is completed Note While it is running the application cannot be closed If you need to close the application w
56. es a new name caller record using an existing caller New Name record All boxes except the Name box are filled in with the existing caller information You can then enter the new name Delete Cal deletes caller record displayed in the Edit Caller Delete Caler Information dialog box from the database Using the call processing area Target Transfer Screen Page Call YMTransfer Camp On Link Transfer The call processing area is found at the top right of the Attendant main window and includes e the Target box e aseries of buttons including Transfer Page VMTransfer Screen Call Camp On and Link Transfer Norstar PC Console 1 1 User Guide P0887496 01 Working with the Attendant main window 35 Target The Target box is used to enter the extension or telephone 19 232 DavisKenny F number to be called The following buttons appear in the call processing area transfers the active call to the extension number in the Transfer Target box screens a call transfer of an active call to the extension number in the Target box Click Screen and the caller is Screen automatically put on hold The caller is connected to the Target extension when you click Transfer Now in the Screen Transfer dialog box Page opens the Page dialog box makes a Call from the attendant s extension to the number in Call the Target box transfers the active call to the voice mailbox of the extension ene in
57. fer 19 Do Not Disturb 40 DTMF button 30 E Edit Caller Information dialog box 33 59 Caller ID Name 33 Caller ID Number 33 Caller Type 33 Close button 34 Company box 33 Contacts 33 Delete Caller button 34 Find button 34 Name box 37 New Caller button 34 New Name button 34 Phone box 33 Record number 33 Save button 34 Edit Employee Information 37 Edit Employee Information dialog box 62 Assistant Extension box 37 Contacts box 37 Department box 37 Voice Mail DN box 37 Edit menu 24 Editing employee information 64 Employee information editing 64 maintaining 57 Employee Information 25 Employee record finding 62 Employee records adding notes to 66 Exit 24 Extension creating an new name for 65 finding the correct 43 Extension box 15 Extension Directory report 70 Extension Attendant 12 F File menu 24 Find button 38 Finding an employee record 62 Finding and editing caller information 60 Finding the correct extension 43 Full tab Directory group box 18 Full tab view 38 resetting 64 Full time main attendant 13 G Generating reports 69 Getting 9 Getting started 9 Glossary 81 Green Loop button 31 Norstar PC Console 1 1 User Guide P0887496 01 Index 87 H Handling a Callback call Callback call 51 Handling calls 41 Help file 29 Help menu 29 Hide Loop Buttons 25 Hold 27 48 placing and retrieving calls 48 Hold button 32 Hunt Group 40 I am Out 15 ICS 82 In 29 In and Out button
58. fferent setups are configured through the Options dialog box On the Tools menu click Options to display this dialog box Options Assigned Selected B I My extension rings Pop Call Notification dialog box when Server ID pbpda01 a ca nort Restore minimized Attendant screen when T Call answered on Attendant extension r Attendant My extension 1226 Transfer Options AN m Redirect calls to Extension I Call overflow occurs T am out when I Disable VM Transfer I Disable Link Transfer Cancel Apply The Options tab is displayed when the Options dialog box first opens It is divided up into the following group boxes Group box Description Pop Call Notification dialog box when sets the Call Notification dialog box to pop onto the screen Restore minimized Attendant screen when sets whether or not the Attendant main window is restored when a call is answered on your extension Redirect calls to sets the overflow or backup attendant Server displays the name of the server If there is more than one server you can manually enter the server name Attendant displays the attendant s extension You must manually enter this during setup Transfer Options disables voice mail and link transfer options Table 1 Functions of the Options dialog box group boxes Norstar PC Console 1 1 User Guide
59. formation group box e call processing area e Directory group box e Status Bar title bar toolbar Call processing area Caller Information group box P 9 menu bar Loop buttons Directory group box Norstar PC Corsole Attendant lolx File Edit Wiew a m Caller Information Target Name H 245 CTE FT Caller Type fo oo HH Transfer Screen Company f Page Call Note YMTransfer Camp On Edit Hold Release Park Page Link Transfer Directory Status gt Make Caller Find Show All Note gt Department gt Edit Fl F2 F3 F4 Full BLF Assigned Selected F5 F Name Ext Notes Department T Cruise Nanell 223 Marketing T Davis Kenny 226 Research Villegas Alejandra 227 Development T Dupuis Claire 228 Administration T Hargreave Tim 230 Sales 237 Accounting 245 Accounting Status Bar Synchronization icon Server icon Components of the Attendant main window P0887496 01 Norstar PC Console 1 1 User Guide 22 Working with the Attendant main window Title bar The title bar is located at the top of the Attendant main window The program icon that appears on the left side of the title bar when clicked contains Restore Move Size Minimize Maximize and Close The telephone icon and the program title Norstar PC Console Attendant is displayed On the right side are the Windows standard Minimize Maximize
60. ge box appears and a low level audible tone is emitted by the speakers on the telephones in the selected zone 5 Speak into the headset or handset depending on your setup When finished click OK P0887496 01 Norstar PC Console 1 1 User Guide 48 Handling calls To retrieve a parked call 1 On the Caller menu click View Parked Calls 2 Select the parked call in the Parked Calls dialog box 3 Click Retrieve 101 Terra Contours Inc for 232 Davis Kenny owe OR 1 On the toolbar click p 2 Select the parked call in the Parked Calls dialog box 3 Click Retrieve To view all parked calls that are still in park 1 On the Caller menu click View Parked Calls A Parked Calls dialog box appears and lists all parked calls with the following information e the park number of the call e the caller s name from the Name box of the Caller Information group box the name or extension of the called employee 2 Click Close The Parked Calls dialog box closes Placing and retrieving calls on hold Calls can be easily placed on Hold and retrieved quickly To put an incoming call on hold 1 Click the Ringing Loop button 2 Click Hold or click another Ringing Loop button This automatically puts the previous call on hold Norstar PC Console 1 1 User Guide P0887496 01 Handling calls 49 3 When the active call is placed on hold the Loop button label changes to Hold and the Loop button color ch
61. hile a report is running this can be done from the Close Programs dialog box available from the Windows Task Manager Refer to Windows Help for information about how to force programs to close 3 Once the report is completed it is displayed in the Report Viewing area below the Report controls becomes unavailable again indicating that the report has been created The Report controls are disabled and the keyboard functions only in the Report Viewing area You can re access the Report controls by pressing the Tab key Viewing the report you generated Once a report has been created the Page buttons Page gt and Page lt become available The Next Page button Page gt shows the next available page of the report if there is one in the report view The Previous Page button Page lt shows the previous page of the report if there is one The page number of the current page appears in the report itself found in the lower right hand corner of each page You can also change the displayed report page from the keyboard To change the viewed page from the keyboard 1 The keyboard should be active in the Report Display area which is the lower half of the Norstar PC Console Reports window This is set automatically after creating report but can also be done by pressing Tab to cycle through the Report controls The Report View ing area is treated as the last control in the Tab order sequence 2 Press Cirl Page Up to vie
62. hould be diverted to the specified position After clicking OUT the attendant can complete the calls currently in progress on the Attendant main window New calls are displayed at the absent attendant s PC but are also presented to the backup attendant s PC Even though the attendant is out the Attendant program is still able to process calls if required To set up the backup attendant 1 On the Options tab on the Options dialog box click the Extension box in the Redirect calls to group box 2 Type the backup attendant s extension number 3 Select I am Out to control call redirection by IN ou on the toolbar of the Attendant main window Overflow attendant setup An overflow attendant receives calls that have been redirected from some other attendant position as a result of more incoming calls than Loop buttons on the other Attendant program For example if a main attendant is already handling six incoming calls the next call would be redirected to the overflow attendant until one of the main attendant s six Loop buttons is free The overflow attendant may also be operating as a main attendant an assistant attendant or any combination of the attendant types Note As with all Attendant program setups the Server ID and Attendant extension options have to be set within the Options dialog box Once this is done the Attendant program displays all incoming calls that arrive on the attendant s Norstar telephone
63. ialog box that displays diagnostic information sent by the Attendant program and received back from the Server program The Attendant Monitor helps in troubleshooting writes Attendant program activity and Server messaging to a log file This is used for troubleshooting P0887496 01 Norstar PC Console 1 1 User Guide 26 Working with the Attendant main window Options Transfer menu Transfer Ast Contact F9 2nd Contact F10 3rd Contact Eii Transfer to Target Num Pad Screen Transfer Crt Num Pad Transfer to Ymail opens the Options dialog box which has three tabs The Options tab allows you to assign the Server ID enter the Attendant extension select the conditions for making the Norstar PC Console Attendant main window appear and select the conditions for call redirection The Assigned tab allows you to choose extensions to appear in the Assigned tab contained in the Directory group box on the Attendant main window The Selected tab allows you to choose extensions to appear in the Selected tab contained in the Directory group box of the Attendant main window For more information refer to Using the Directory group box on page 35 The Transfer menu commands 1st Contact 2nd Contact 3rd Contact are transfers the active call to the caller s first contact This command is enabled when there is an active call and a contact is displayed in the first box of the Contacts group box
64. ince box 37 Status Bar 23 25 Status box 23 Synchronization icon 13 23 38 T Take button 18 Target box 35 finding an extension and placing it in 43 Target extension 83 Target menu 28 Telephone managing calls at the employee s telephone 54 Telephone display buttons Assist 55 Hold 54 IntAct 55 Join 54 Next 54 Talk 54 VM 54 Telephone status icon 39 telephone status icon call forward 40 do not disturb 40 off hook 40 on hook 40 Tip of the Day 29 Tip of the Day dialog box 12 Title bar 22 Toolbar 22 25 using 29 Tools 19 Tools menu 25 Transfer menu 26 Transfer Options 17 19 Transfer Paste 25 Transfer to Target 27 Transfer to VMail 27 Type box 37 Types of attendant setups 13 U Using the Contacts group box 43 Using the Department box 45 Using the Directory Find box 44 Using the Directory tab views 44 Using the menu bar 24 Using the toolbar 29 Norstar PC Console 1 1 User Guide P0887496 01 Index 89 V View menu 25 View Parked button 30 View Parked Calls 48 Visual call announcing 6 VM Transfer button 19 Voice Call 30 Voice call 28 Voice Call button 50 Voice Mail box 37 W Windows operating system 5 Words and colors on a Loop button 31 Working with report 71 Working with the Attendant main window 21 Working with the Directory list 61 Z ZIP Postal Code box 37 P0887496 01 Norstar PC Console 1 1 User Guide
65. ion the cursor in the Find box on the Attendant main window Find fp 2 Type the first letter s of the person s surname or given name according to how names are listed in the Name column under Directory 3 Click i J All names matching the letter s you entered are displayed in a list under the Full tab Directory view Full BLF Assigned Selected Name Ext Notes Department xs Villegas Alejandra 227 Sales P0887496 01 Norstar PC Console 1 1 User Guide 64 Maintaining caller and employee information To search by department Note A department search takes priority over a name search 1 Click the down arrow of the Department box in the Directory group box A list of depart ments that are associated with extensions appear in the drop down list The name of the department for each extension is created in the Edit Employee Information dialog box Department 2 Click the department name from the drop down list and the department name appears in the Department box 3 Click i All extensions matching the department are displayed in a list under the Full tab Directory view To search for an individual within a department 1 Select the department in the Department box 2 Type the name in the Find box 3 Click J All extensions matching the name within the department are shown ina list under the Full tab Directory view Resetting the Full tab view The Full tab view can be reset to
66. is allows you to personalize the handling of the call To respond to a Callback call 1 cick EE The Caller Information group box shows the information originally displayed so that you can process the call accordingly such as transfer to Norstar voice messaging park the call page the called person and so on P0887496 01 Norstar PC Console 1 1 User Guide 52 Handling calls Responding to a callback that a called party returned A call that the called person elects not to take can be handled by you according to instructions that you or your company have established This type of call is similar to a Callback to the attendant The called person can use the buttons below the display area of the telephone communicate to you the attendant how the call should be handled with one of the following pre set messages e Hold You ask the caller to hold for a moment e Az ist You send the caller to the called party s assistant IntAct You inform the caller that the person they called is currently on the line and ask if they wish to interrupt the call The display button pressed by the employee sends a pre set message to you Either Hold Assistant or Interact is displayed below the orange Callback Loop button To respond to a Callback call that a called party returned 1 Click catback The Caller Information group box shows the information originally displayed 2 Advise the caller according to the pre set messag
67. l The GUI provides you with information at a glance about the progress and status of calls Even before a call is answered you are provided with advance information about the call and caller including the caller s telephone number and the length of time that the caller has been waiting When calls are transferred back to you the Attendant main window immediately displays the status of the call On line help is readily available which ensures that Norstar PC Console is easy to learn and to use Because performing normal attendant functions is faster with a GUI your time is freed up to do other tasks Advanced software capabilities Here are some of Norstar PC Console s advanced software capabilities Visual call announcing Even when a telephone is busy with a call an attendant and control can send caller information to the telephone s two line display area Using display buttons the person being called can control the call accordingly This is a unique feature because it means that important calls will not be lost Backup attendant Incoming calls can be quickly and easily transferred to a backup attendant sitting at a different location than the main attendant This means that the backup attendant does not have to leave his or her own desk to cover for the main attendant Overflow attendant Overflow calls are transferred to an overflow attendant Consequently calls will not be lost during busy periods Norstar PC Console 1
68. lick Release and the incoming call is transferred to the outside telephone number The Attendant is disconnected from the call and the Loop button becomes idle Norstar PC Console 1 1 User Guide P0887496 01 Handling calls 47 Parking holding and screening calls Norstar PC Console provides you with the capability to screen calls for the called person to place the calls on hold and to park calls so that the called person can be paged You can also talk to the employee in intercom mode using Voice Call Parking calls and paging employees The Park Page feature allows you to place a call on Hold and page the employee You can also use this method to page an employee when there is no active call To park a call and page an employee 1 Place the extension number of the called person in the Target box If there is no active call and you just want to page an employee type or place the extension of the person being paged in the Target box 2 Click _Patk Page The Page dialog box opens The Page dialog box shows all parked calls and all page zones so that the called person can be paged Parked calls Page zones 101 John Doe for 227 227 Speaker Speaker and All Zones Speaker and Zone 1 Speaker and Zone 2 Speaker and Zone 3 Speaker and Zone 4 Speaker and Zone 5 Speaker and Zone 6 3 Click on a call in the Parked calls box and then click on the appropriate zone in the Page zones box 4 Click Page The Console Messa
69. n in the Target box is correct Double click the telephone status icon to the right of the Target box or click Transfer You can also use the keyboard by positioning the cursor in the Target box and pressing Enter The call is then transferred to the displayed extension To transfer using the Directory group box list Full l BLF Assigned Selected Name Ext Notes Department ba Cruise Nanell 223 Marketing la Gibson Ben 226 Accounting z Villegas Alejandra 227 Sales Dupuis Claire 228 Administration Og Duncan Harold 230 Working at home Development Carrera Amparo 237 Accounting bw at Davis Kenny 245 Research a RS Scroll through the Directory list Double click the telephone status icon or the name of the person to whom you are transferring the call The call is transferred To transfer a call to the voice mailbox of the extension in the Target box 1 2 Place the extension number of the employee in the Target box Click MTransfer When the caller is transferred the Loop button becomes idle Note The VMTransfer button can be made inactive when a non Norstar voice messaging system is attached to the Norstar ICS To transfer a call to an outside number 4 With an active incoming call on Norstar PC Console position the cursor in the Target box Type an outside telephone number Click _ Link Transfer The Loop button label shows Active and the number in the Target box is tone dialed C
70. ng e selecting the Database e selecting a report type e setting the report period e selecting employees and customers creating and previewing the report e printing the report Selecting the database Norstar PC Console stores information about telephone usage in your organization in a special database This database is used to generate the different types of reports In most cases you will want to use the database that was installed with the Norstar ICS system However if you make backups of the database for archiving purposes Reports can use those backups as well If you are generating reports from a PC that does not have the database stored locate the database on the server PC through Network Neighborhood Check with the system administrator to ensure that the database is a shared file There are two methods of selecting a Microsoft Access database for reports from the Reports window e using Select in the Database group box e using the Current Database box Norstar PC Console 1 1 User Guide P0887496 01 Generating reports 75 To point to a database using Select 1 Click Select The Open dialog box appears 2 Click the Look in box 3 In the drop down list locate and click Hard drive C then click Program Files 4 Double click the following folders Nortel Norstar PC Console Server and ConsoleServerDB 5 Click the filename ConsoleServer mdb Open Look in 3 ConsoleServerDB X
71. ng a call 53 screening 49 transferring 45 Call answered on Attendant extension 18 Call Forwarded 40 Call Notification dialog box 16 17 18 Call overflow occurs 16 Call processing area 22 Call button 35 Camp On button 35 Link Transfer button 35 Page button 35 Screen button 35 Transfer button 35 using 34 VMTransfer button 35 Callback 31 Caller Information 25 Caller information finding and editing 60 maintaining 57 Caller Information group box 22 using 32 Caller information group box Edit button 32 Hold button 32 Park Page button 32 Release button 32 Caller menu 27 Caller record creating new 57 deleting 61 Caller Type 33 Calls by customers report 69 Calls to employees report 70 City box 37 Close button 38 Company box 33 Computer Telephony Adapter 81 P0887496 01 Norstar PC Console 1 1 User Guide 86 Index Configuring Attendant program 12 ConsoleServer mdb 75 Contacting employees using Voice Call 50 Contacts box 33 37 Contacts group box 43 Conventions 2 Copy 24 Creating a new caller record 57 CTA 81 Cut 24 D Department box 37 45 Dial DTMF Tones 28 Dial Paste 24 Directory Find box 44 Directory group box 13 16 18 23 Directory list 23 38 61 Department column 40 employee information 39 Ext column 40 extension information 39 Name column 40 Notes column 40 sorting information 40 Directory list tab views 38 39 44 BLF tab view 39 Full 38 Selected 39 Disable Link Transfer 19 Disable VM Trans
72. not changed Clearing a date A date can be cleared by deleting the contents of the edit box A cleared edit box does not count as a date and thus does not restrict the range of the other date by the above mentioned rule Note The To and From date edit boxes are active provided a valid database is selected and a Report Type is selected that requires a Report Period to be defined Selecting employees and customers for the report Some report types especially those dealing with call data allow you to choose sets of employees customers or both for which the data are summarized in the report Reports make only those categories available which are appropriate to the report type you chose If your Report Type does not need or allow these selections the Employees and Customers selection areas remain inactive and you can move on to the next step To select the Employees or Customers 1 Click on either Employees or Customers This displays the Employee or Customer Record Selection dialog box Note The first time you click one of these buttons after connecting to a database a wait cursor appears while Reports builds the directory Afterward and whenever the button is clicked a pause follows while Reports creates and fills the dialog box This pause is to be expected especially for large directories After the pause the Selection dialog box appears 2 The Selection dialog box consists of a list of Employees or Customers For Custom
73. nsole 1 1 User Guide P0887496 01 Generating reports 71 Working with the Reports window You can get to the Norstar PC Console Reports window by clicking on Tools on the Attendant main menu and then choosing Reports The Reports window consists of Database Information Period and Employees group boxes and a report viewing area The menu bar across the top of the Reports window includes standard File Edit View and Help menus With the Create Report Page lt Page gt and Print buttons you can define the type of report you want to create You can manipulate the preview image once a report is created Database group box r Database Current Database C Program Files Nort This group box contains information on selecting a database Clicking Select accesses the Open dialog box from which you can select a Microsoft Access database For more information about databases and how to locate the database mdb file refer to Selecting the database on page 74 You can type the path name of a Microsoft Access database E t Database ail a i in the Current Database edit box C Program Files Nort Information group box Information m Description Report Type The Information group box contains the report type information Report Type The Report Type is active and available when a valid Microsoft Access database is set in the h Current Database edit box Description When a rep
74. nt setup is that the part time setup has additional Attendant options selected which allow notification of incoming calls when the attendant program is minimized Refer to Full time main attendant setup on page 13 and Setting up other attendant features on page 17 Backup attendant setup A backup attendant is an attendant position that receives calls that have been re directed from another attendant position The backup attendant can at the same time be operating as a main attendant or assistant attendant or any combination of the attendant types Note As with all Attendant program setups the Server ID and Attendant extension options have to be set within the Options dialog box Once this is done the Attendant program displays all incoming calls that arrive on the attendant s Norstar telephone Refer to Setting up other attendant features on page 17 Each Attendant PC that was set up originally to receive incoming calls must be set up to re direct the calls to the backup Attendant PC Note Calls can be redirected to another Norstar PC Console attendant or any Norstar extension within the company Norstar PC Console 1 1 User Guide P0887496 01 Getting started 15 When the attendant needs to leave the position the backup attendant position can be activated by using the OUT button DUT on the Attendant main window This button indicates that the attendant is no longer present at the station and that all calls s
75. nterrelated programs operating together under a Windows operating systems e Server program Refer to Server program on page 5 Attendant program Refer to Attendant program on page 5 e Reports program Refer to Reports program on page 6 Server program The Server program communicates with your Norstar Integrated Communication System ICS initiating Norstar telephone functions such as transferring calls placing calls on hold and parking calls The Server program talks with one or more Attendant programs An Attendant program can be either on the same PC as the one with the Server program or on a separate PC connected via a Local Area Network LAN The Server program receives e notification of all incoming calls e status changes of all telephones attached to the Norstar ICS The Server program collects and manages call processing information in a database that can be used for reporting purposes Attendant program The Attendant program has an easy to use graphical user interface The Attendant main window displays information about incoming callers and includes a Company Directory with employee names telephone status such as on hook off hook do not disturb and call forward and personal status None Not at desk and Out of office The Directory can be searched from the Attendant main window Attendant PCs can be either main assistant overflow or backup For more information refer to Types of attendant setups on
76. on dialog box 1 Click Edit in the Directory group box on the Attendant main window The Edit Employee Information dialog box appears For more information refer to The Edit Employee Infor mation dialog box on page 37 Edit Employee Information oix Name Cruise Nanell z Assistant Extension 278 Type Employee ZI Record Number f Close t Marketing Department Voice Mail DN 23 Find Phone 223 cease City Ean fetare Dupuis State Province Alberta Ben Gibsorl Zip Postal Code 2 Click ma The Find dialog box appears The Find dialog box is used to find an employee s name in the database When the Find dialog box opens the cursor is in the Name box Norstar PC Console 1 1 User Guide P0887496 01 Maintaining caller and employee information 63 m Find Record Name al 3 Inthe Name box type the first letter or letters of the employee s last name Note If the employee s first name is used instead of their last name type the first letter or letters of the employee s first name 4 Click OK or press Enter The Find dialog box closes All matching names are displayed in the Name box of the Edit Employee Information dialog box If there is more than one name a drop down list appears below the Name box Name Gagnon Monique Gagnon Monique Guylaine Piquard To search by name on any Directory group box on the Attendant main window 1 Posit
77. ort type is selected a description of that report type appears in the Description area P0887496 01 Norstar PC Console 1 1 User Guide 72 Generating reports Period group box Period One Week One Month Note The Period group box is active provided a valid database is selected and a Report Type is selected that requires a Report Period to be defined opens the One Week dialog box from which you can specify a report period with a duration of one week Sunday through Saturday One Week opens the One Month dialog box This dialog box is One Month intended to allow easy selection of a Report Period consisting of an entire month shows the date of the beginning of the report period The From 1241 297 date edit boxes change to reflect dates set by other controls such as the Month Week and Calendar buttons The dates in the edit boxes are checked to maintain the general To 12 31797 rule that the From date must come earlier than or be the same as the To date If this rule is broken an error message is displayed opens up Calendar dialog boxes for use in quickly setting the From and To Report Period Dates The Calendar dialog box is designed to resemble the Calendar dialogs used in other applications for Windows operating systems The Calendar buttons are active provided a valid database is selected and a Report Type is selected that requires a Report Period to be defined Calendar
78. oyee information 61 Note If you answer a call and then open the Edit Caller Information dialog box without first selecting a name from the Name box list you must click Edit twice To delete an existing caller record 1 Click Edit in the Caller Information group box on the Attendant main window The Edit Caller Information dialog box appears 2 Make sure the caller name you want to delete is displayed 3 Click Beca the record displayed in the Edit Caller Information dialog box is deleted from the database Maintaining employee information When Norstar PC Console is installed employee information is extracted by the Server This information is automatically displayed in the Directory list box in the bottom center of the Attendant main window The Directory list box has four different tabs that display lists of employees They are Full BLF Busy Lamp Field Assigned and Selected For further information refer to Search and edit functions in the Directory group box on page 36 Working with the Directory list Information in the Directory list appears in ascending order for example 1 to 9 or A to Z and sorting is based on the contents of only one column at a time When there are different forms of information in the same columns priority is given in the following order no information entered blank numeric then alphabetic For example when you sort a Name column that contains both names and extension numbers the e
79. rch for a name by department on the Full tab using the Department box Department v To search by department 1 Click the down arrow of the Department box A list of departments that are associated with extensions appears in the drop down list Note Department names for each extension are created in the Edit Employee Information dialog box 2 Click a department name from the drop down list and the department name appears in the Department box 3 Click Find All extensions matching the department are displayed in a list under the Full Directory tab view 4 Inthe Directory list box click the name of the employee being called The name appears in the Target box 5 After the search result is shown in the Full tab view the BLF Selected and Assigned tab views remain unchanged To restore all names in the Full tab view click the Show All button Transferring a call An active call can be transferred to an extension using the Contacts box the Target box or the Directory group box A call can also be transferred to voice mail po 227 Duncan Harold 228 Gibson Ben lal To transfer using the Contacts box 1 Double click the telephone status icon to the right of the Contacts box The call is then transferred to the displayed extension P0887496 01 Norstar PC Console 1 1 User Guide 46 Handling calls To transfer using the Target box Target 232 Davis Kenny Make sure the extensio
80. rflow attendant backup attendant or assistant attendant Each attendant type provides flexibility in responding to calls This ensures that all calls can be handled in a professional and timely manner For detailed information about attendant setups refer to Types of attendant setups on page 13 P0887496 01 Norstar PC Console 1 1 User Guide 8 Understanding Norstar PC Console Norstar PC Console 1 1 User Guide P0887496 01 Getting started 3 Once your Norstar PC Console system is set up and checked by the installer or system administrator you can use the Norstar PC Console programs Before you handle calls you should know how to start and exit from Norstar PC Console on your PC For starting the programs for the first time refer to Initializing and configuring the Attendant program on page 12 Starting the Server program You must start the Server program before the Attendant program To start the Server program 1 On the Windows taskbar click Start and point to Programs 2 Point to Norstar PC Console and click Server The Norstar PC Console Server button Norstar PC Console Server is added to the Windows taskbar 3 Click the Norstar PC Console Server button and the Norstar PC Console Server window appears The Server program is ready to use when the Status of Server Program group box indicates Running Norstar PC Console Server Iof x File Diagnostics Configure Help mtQueryServerVersion MS
81. rget box For more information refer to Contacting employees using Voice Call on page 50 Dial DTMF Tones dials DTMF tone digits to the external number in the Target box This must be used in conjunction with the Link button and with outdialing on an active line to access other systems or carriers for example Centrex Link accesses hookflash Centrex CO line features such as off premise transfer or conference or other systems or carriers while on an incoming call Clicking on the Link button while on an incoming call places the caller on hold and generates a Link signal also called flash or recall on the active line The DTMF button is used in conjunction with the Link button to outdial the digits in the Target box For more information refer to Linking and Joining calls on page 50 Norstar PC Console 1 1 User Guide P0887496 01 Working with the Attendant main window 29 Attendant menu Attendant v In Out The Attendant menu commands are In acts as a toggle switch with the Out command When checked the attendant is in position to take calls Out acts as a toggle switch with the In command When checked the attendant is not in position to take calls All calls that ring at the attendant s telephone are forwarded to the backup attendant position Note Redirection of calls to a backup extension must be set in the Options dialog box which is accessed from the Tools menu Help menu Help Tip of the Day
82. roup of telephones that can be all called by a single number Hunt Groups are configured in your Norstar ICS LAN Local area network Main attendant A main attendant is the telephone attendant primarily responsible for managing a company s incoming calls that may or may not have other attendants to assist Networked model Networked model is a way of setting up a Norstar PC Console system in which the main attendant s PC is connected to one or more additional attendant PC s through a network Norstar PC Console Norstar PC Console is a Windows based software product that provides call management and call activity reporting capability to a business Norstar ICS Norstar Integrated Communication System The telephone system that Norstar PC Console works with The two types of Norstar ICS systems are the Modular ICS and the Compact ICS Norstar PC C onsole 1 1 User Guide P0887496 01 Glossary 83 Overflow attendant The overflow attendant receives incoming calls when there are more than six active calls at the main attendant s PC PC Personal Computer Server program The Norstar PC Console Server program supports the Attendant program residing in the PC Shared system A shared system is a Norstar PC Console system in which the Norstar ICS is shared by two or more companies Stand alone model A stand alone model is a Norstar PC Console system in which one attendant only manages a business s incoming
83. s 30 Initializing Attendant program 12 Introduction to Norstar PC Console 1 J Join button 30 L LAN 82 Link 28 Link button 30 Link Transfer button 19 Linking and Joining calls 50 Log to File 25 Loop button 14 15 18 31 42 words and colors 31 Loop buttons 22 Loop Overflow icon 23 41 Loop overflow icon 15 Main attendant full time 13 Main window 21 Maintaining Caller and Employee Information 57 Maintaining caller information 57 Maintaining employee information 61 Making a call from the attendant s extension 53 Managing calls at the employee s telephone 54 Managing calls using telephone display buttons 54 Menu bar 22 using 24 Menus available from the main window 22 My Extension 14 My extension rings 18 N Name box 33 37 60 Networked model 82 New Caller button 59 New Name button 38 Norstar Integrated Communication System 82 Norstar PC Console About 1 Attendant button 18 Introduction 1 keyboard navigation 2 uses 1 Norstar PC Console Attendant window 13 Norstar PC Console features 6 Norstar PC Console Help 29 Norstar PC Console Installation Guide 4 Note 23 O Off hook 40 One Month button 72 One Week button 72 On hook 40 Options dialog box 12 14 17 18 Assigned tab 16 Selected tab 19 Options 26 Orange Loop button 31 Out 29 OUT button 15 Overflow attendant 6 15 P Page button 35 Park 27 28 Park Page button 32 Parked calls box 47 Parking calls and paging employees 4
84. s one of the Directory list tab views It displays only the phone status and extensions of the employees CF Call Forward Caller ID Caller ID is also known as CLID or Calling Line Identification and is provided by your telephone company When Caller ID is in place the caller name and number are displayed on incoming calls co Central Office CTA Computer Telephony Adapter A CTA is the hardware device used to connect a PC to the Norstar ICS and includes the CTA 100 an external device and the CTA 150i which is installed in a PC hard drive Destination extension The destination extension is the person s extension to which a caller or attendant is attempting to connect DND Do not disturb DTMF Dual Tone Multi Frequency DTMF is the sound emitted when telephone buttons are pressed P0887496 01 Norstar PC Console 1 1 User Guide 82 Glossary External call External call is a call originating from outside your company s voice mail system ICS Norstar Integrated Communications System ICS is the Norstar key system that Norstar PC Console is connected to Two types of Norstar ICS are Modular ICS MICS and Compact ICS CICS ID Identification Internal call An internal call is a call that originates from your company s Norstar ICS such as another employee s extension Hookflash This is the signal that occurs when a telephone goes on hook followed by off hook Hunt Group A Hunt Group is a g
85. s the employee s three most frequently called persons extensions in the Company P0887496 01 Norstar PC Console 1 1 User Guide 38 Working with the Attendant main window The following buttons appear in the Edit Employee Information dialog box Save saves the employee information displayed to the database Close closes the window without saving the record opens the Find dialog box in the Edit Employee Information dialog box Refer to Maintaining employee information on page 61 Find creates a new name for the extension and leaves all other boxes unchanged i EEE New Name Directory list Directory list tab views There are four Directory list views that are accessed by clicking on tabs They are Directory Status x Make Caller Find Show All Note gt Department gt Edit Full l BLF Assigned Selected Name Ext Notes Department Cruise Nanell 223 Marketing Gibson Ben 226 Accounting T Villegas Alejandra 227 Sales T Dupuis Claire 228 Administration Duncan Harold 230 Development Carrera Amparo 237 Accounting i et vw I 245 Research af SSS sss eee Note The Synchronization icon B must appear on the Status Bar for the information in the Directory list to be complete Full displays all extensions that are connected to the Norstar ICS This includes wireless Companion telephones Norstar Voice Mail extensions and Hunt group extensions This
86. scribes how you enter edit and maintain caller information and employee information Generating reports focuses on how to use the Norstar PC Console Reports program to generate and customize various reports Glossary defines terms and acronyms used in this guide that are relevant to Norstar PC Console Conventions Naming of window components Refer to Components of the Attendant main window on page 21 for window terminology used in this document Using the keyboard to navigate around Norstar PC Console You can use the keyboard to do many tasks quickly in Norstar PC Console There are three kinds of keyboard navigation The first two types are Windows standard while the third type is particular to Norstar PC Console They are Access keys which are the letters underlined in menu names and commands For more information refer to Access keys on page 2 shortcut keys defined on the menus For more information refer to Shortcut keys defined on the menus on page 3 commands initiated by holding down the Alt key plus an additional key For more informa tion refer to Commands initiated by holding down the Alt key plus an additional key on page 3 Access keys In Norstar PC Console each menu name as well as each command within the menus contain an underlined letter called an Access key To use the Access keys 1 2 Press and release the Alt key This gives you access to the menu names in the menu bar
87. sions box then click gt gt to copy it to the Selected extensions box To remove an extension from the Selected extensions box click the extension number in the Selected extensions box and click lt lt Setting Transfer options for voice mail and linking If your Norstar ICS is not connected to a Centrex switch and or is not connected to Norstar Voice Mail then the Link Transfer and or VM Transfer buttons on the Attendant main window can be disabled To disable the Transfer Options 1 Click Tools in the Main menu then click Options in the Tools menu The Transfer Options group box is located in the bottom right of the dialog 2 Select the Disable VM Transfer check box to disable the VM Transfer button 3 Select the Disable Link Transfer check box to disable the Link Transfer button Once disabled the buttons appear grayed out on the Attendant main window The buttons can be re enabled by removing the check mark from the appropriate check box P0887496 01 Norstar PC Console 1 1 User Guide 20 Getting started Norstar PC Console 1 1 User Guide P0887496 01 Working with the Attendant main window A This section explains how to use the buttons and group boxes on the Norstar PC Console Attendant main window with the mouse and the keyboard Components of the Attendant main window The Norstar PC Console Attendant main window includes the following e title bar menu bar e toolbar e Loop buttons e Caller In
88. t they are communicating with each other To check that the Server and Attendant programs are running 1 Check that both Norstar PC Console Server and Norstar PC Console Attendant appear on the taskbar If either does not appear refer to Starting the Server program on page 9 and Starting the Attendant program on page 10 Note If your PC has only the Attendant program installed verify that it is running by checking that Norstar PC Console Attendant appears on the taskbar 2 Check that E and appear in the Status Bar of the Attendant main window If you encounter difficulty refer to the Norstar PC Console Installation Guide or contact your system administrator P0887496 01 Norstar PC Console 1 1 User Guide 12 Getting started Initializing and configuring the Attendant program Each PC that has the Attendant program installed must be set up to handle calls either as a full time main attendant part time main attendant backup attendant overflow attendant or assistant attendant Starting the Attendant program for the first time Now that the Server program is set up and operational the Attendant program can be started and set up To start and set up the Attendant program 1 On the Windows taskbar click Start point to Programs and then point to Norstar PC Console Click Attendant The Attendant program starts The first time the Attendant program is started after installation the Enter At
89. tendant Options dialog box appears Enter the extension number for the attendant into the Attendant Extension box If the network has more than one Norstar PC Console Server running you will need click the Server ID box and enter the Server ID for the server you want to use The Server ID refers to the Windows TCP IP host name of the Server PC For information about how to determine the Server ID refer to Determining the TCP IP host name of a Server PC in the Norstar PC Console Installation Guide If there is only one Norstar PC Console Server running leave this field blank and the Attendant program automatically connects to that Server program Click OK The Tip of the Day dialog box appears over the Norstar PC Console Attendant main window Tip of the Day x OA Did you know Vv Caller ID is a useful way to identify calls from the same phone or from the same company Norstar PC Console 1 1 User Guide P0887496 01 Getting started 13 7 Click Close The Norstar PC Console Attendant window main window appears Norstar PC Console Attendant ioj x File Edit View Tools Transfer Caller Target Attendant Help Caller Information Three Target Name gt 245 CTE FT Caller Type Transfer Screen Company I Page Call Note YMTranster Camp On Edit Hold Release Park Page Link Transfer Directory Status 7 Make Caller Eind Show All Note E Department gt Edit
90. the default display To reset the Full tab view 1 Click __ Show All in the Directory group area Regardless of the Directory view the Full tab view appears with all extension names notes and department information Use this button to restore the Directory view after you perform a search Editing employee information Employee information can be easily edited by adding or changing an extension changing the person status of an extension or by creating a new name for an extension Norstar PC Console 1 1 User Guide P0887496 01 Maintaining caller and employee information 65 To add or change an extension 1 In any Directory tab view Full BLF Selected or Assigned click the extension in the Directory list about which you wish to change or add information Click _ Edit in the Directory group box The Edit Employee Information dialog box opens It allows you to create or edit information in the employee database Position the cursor in any editable box and type in the new information Click Save to save the changes to the database and to automatically apply the changes to the employee s extension in the Directory Click Close to close the Edit Employee Information window To change the Person status of an extension 1 In any of the Directory views Full BLF Assigned or Selected click the extension 2 Click the drop down arrow of the Status box found in the Directory group box Status I v
91. udes Name Caller Type Unclassified Personal Employee Vendor or Customer Company and Note box e Contacts group box which displays the three parties the caller most frequently calls in your company The following buttons appear in the Caller Information group box Edit opens the Edit Caller Information dialog box Refer to Maintaining caller information on page 57 Hold places the active call on Hold Release disconnects the active call places the active call in park and opens the Page dialog box Park Page so that you can page the person whose extension is in the Target box Refer to Parking calls and paging employees on page 47 GEE Norstar PC Console 1 1 User Guide P0887496 01 Working with the Attendant main window 33 The Edit Caller Information dialog box This dialog box is displayed when you click the Edit button in the Caller Information group box This is where information about callers is changed or added Edit Caller Information Be Name Caller ID Name Caller Type H Caller ID Number Company Record Number Close see mm Find Phone ooo r Contacts SY New Caller City New Name State Province Delete Caller Zip Postal Code The Edit Caller Information dialog box contains the following boxes Most are editable unless otherwise indicated e Name box contains the callers name A first time caller name would
92. view displays the maximum amount of extension and employee information allowed in the Directory list Norstar PC Console 1 1 User Guide P0887496 01 Working with the Attendant main window 39 BLF also displays all extensions that are connected to the Norstar ICS As in Full tab view the BLF Busy Lamp Field tab view includes wireless Companion telephones Norstar Voice Mail extensions and Hunt group extensions This view however only displays the person status icon telephone status icon and employee name This allows more extensions to be displayed at once Assigned displays specific extensions for which an assistant attendant is responsible Like the Full tab view the Assigned tab view displays the maximum amount of extension and employee information allowed in the Directory list Extensions are assigned or removed from the Assigned tab view in the Options dialog box Refer to Assistant attendant setup on page 16 Selected displays a subset of the Full tab extensions Like the Full tab view the Selected tab view displays the maximum amount of extension and employee information allowed in the Directory list Selected extensions are particularly useful when the attendant directs incoming calls to a limited number of extensions and wants to display only those extensions Extensions are added or removed from the Selected tab in the Options dialog box Directory list employee and extension information Each one of the Director
93. w the previous page or Ctrl Page Down to view the next page Norstar PC Console 1 1 User Guide P0887496 01 Generating reports 79 Printing a report Once a report has been created and is in the Report Viewing area iik becomes available To print a report Print 1 Click om This prints the report to the default printer The default printer can be changed from the Printers folder It can be reached from either the Windows Start Menu or the Windows Control Panel Refer to PC Console Help 2 Adialog opens allowing you to choose the pages and number of copies of the report to print 3 Click OK and the report begins printing Clicking Cancel cancels it Note If a Report Parameter is changed in one of the Report Create Report Controls aii again becomes active and Da becomes inactive Do not change any Report Parameters before printing the report If you do you have to generate the report over again and then print it P0887496 01 Norstar PC Console 1 1 User Guide 80 Generating reports Norstar PC Console 1 1 User Guide P0887496 01 Glossary Assistant attendant The assistant attendant is the telephone attendant who provides call coverage for specific employee s Backup attendant The Backup attendant receives calls when the main attendant is not available The main attendant uses the Out button on the Attendant main window to direct calls to the backup attendant BLF This i
94. xtension numbers appear before the names Full BLF Assigned Selected Name Ext Notes Department ka Cruise Nanell 223 Marketing la Gibson Ben 226 Accounting xf Villegas Alejandra 227 Sales Dupuis Claire 228 Administration Sa Duncan Harold 230 Working at home Development Carrera Amparo 237 Accounting aTi i 245 Research ass E You can sort Directory information by column in any of the tabbed views by clicking any column heading For example to sort the directory by extension click on the Ext column heading The listing appears with the extensions in numerical order P0887496 01 Norstar PC Console 1 1 User Guide 62 Maintaining caller and employee information To sort a column of information in the Directory 1 Click the tab for the view you want to sort either Full Selected or Assigned Information in the BLF tab view appears in the same order you selected for Full view 2 Using the mouse position the cursor and click the column heading you want to sort either Name Ext Notes or Department Finding an employee record You can search for an employee by name by department or by an individual within a department You can search by an employee s name two different ways e by clicking Edit and then Find on the Edit Employee Information dialog box e by clicking Find in the Directory group box on the Attendant main window To search by name clicking Edit in the Edit Employee Informati
95. y list tab views contains the following types of employee and extension information Note The first two columns are not labeled and contain icons only no text person status icon This is the left most column in the Directory list views and does not have a column heading It may contain an icon or be blank The person status icon provides an indication of the physical location of the employee Refer to Search and edit functions in the Directory group box on page 36 telephone status icon This is the second column from the left in the Directory list views and does not have a column heading The telephone icons show the current status of the telephones connected to your Norstar ICS They also show additional information such as whether the extension is ready to receive calls or has been placed on Do Not Disturb DND The telephone icons are P0887496 01 Norstar PC Console 1 1 User Guide 40 Working with the Attendant main window Available Do Not Call for calls Disturb Forwarded On hook P a Off hook la xK A Note A Hunt Group is a group of telephones that can be all called by a single number Hunt Groups are configured in your Norstar ICS The telephone status icon for a Hunt Group extension is blue and always indicates on hook The remainder of the columns in the Directory list are labeled as follows Name is the first labeled column on the left and contains the names of employees Ext
96. yee s Norstar telephone display park calls and page employees e view information in a Directory about your company s employees such as their extension number person status and telephone status create and print reports showing how incoming calls were handled e view the status of all extensions in the company s Norstar ICS system About this guide This document describes how Norstar PC Console works and how to use it in your company The instructions in this guide are intended for experienced PC users The Norstar PC Console User Guide is organized as follows Introduction to Norstar PC Console Understanding Norstar PC Console Getting started Working with the Attendant main window provides an overview of how this guide is organized offers references and discusses using shortcut keys and right click mouse capability explains how Norstar PC Console works and explains the features available with Norstar PC Console describes how to start minimize maximize and close the Norstar PC Console Server and Attendant programs and how to change the different Attendant setups focuses on the components of the Norstar PC Console Attendant main window P0887496 01 Norstar PC Console 1 1 User Guide 2 Introduction to Norstar PC Console Handling calls explains how an attendant answers and directs incoming calls and how a person being called answers and manages calls Maintaining Caller and Employee de
97. yee calls in from outside This prevents an employee name from appearing in the caller record related to the Caller ID name number is used to search for names of individual employees or groups of employees by department The top box is used to search for employee by name and the bottom box is used to search by department Enter the first few letters of a name in the top box then click Find All of the names that start with those letters are displayed in the Directory list To search by department choose a department from the Department box drop down list then click Find All of the employees in the selected department are displayed in the Directory list resets the Full tab Directory view to display all names and extensions opens the Edit Employee Information dialog box If you have a name extension highlighted in the Directory list information pertaining to that name extension appears in the dialog box If you have not selected a name extension then the Edit Employee Information dialog box is blank You can also access the Edit Employee Information window by clicking the Edit menu then clicking Employee Information Refer to The Edit Employee Information dialog box on page 37and Maintaining employee information on page 61 Norstar PC Console 1 1 User Guide P0887496 01 Working with the Attendant main window 37 The Edit Employee Information dialog box This dialog box appears when you click the Edit button in
98. yee records You can select from a list of notes or type a personal note for an extension to appear in the Notes column under Directory in the Attendant main window Note You cannot change an extension s note unless the Attendant and Server databases are synchronized and the Synchronization icon B appears on the Status Bar To select from the available list of notes 1 Click an extension number in the Full Assigned or Selected Directory views 2 Click the drop down arrow of the Note box Note 3 Click the applicable note from the drop down list The note now appears in the Notes column under Directory To type a note 1 Click an extension number in the Full Assigned or Selected Directory views 2 Position the cursor in the Note box and type a note 3 Press Enter The note now appears in the Notes column under Directory Norstar PC Console 1 1 User Guide P0887496 01 Maintaining caller and employee information 67 Note For a blank Note box delete what is in the Note box then press Enter To save employee edit changes 1 Click Save in the Edit Employee Information dialog box The changes made to the boxes in the Edit Employee Information dialog box for the employee highlighted in the Directory list is saved to the database After clicking Save the Edit Employee Infor mation dialog box remains open To close the Edit Employee Information dialog box without saving changes 1 Click Close
99. your PC The basic steps in processing an incoming call with Norstar PC Console include answering a call Refer to Answering calls as an attendant on page 41 e finding the called person s extension and placing it in the Target box Refer to Finding the called person s extension and placing it in the Target box on page 43 e transferring a call Refer to Transferring a call on page 45 Other telephone functions include e parking the incoming call and paging the employee Refer to Parking holding and screen ing calls on page 47 e linking and joining calls Refer to Linking and Joining calls on page 50 e handling a callback call Refer to Handling a callback call on page 51 making a call from the attendant s extension Refer to Making a call from the attendant s extension on page 53 managing calls at the employee s telephone Refer to Managing calls at the employee s telephone on page 54 The following steps explain how you handle calls as an attendant using the Attendant main window For further information about and a diagram of the Attendant main window refer to Components of the Attendant main window on page 21 Answering calls as an attendant The Attendant main window has six Loop buttons that are used to answer calls Each Loop button can handle a single call in progress The color of the Loop button changes based on the activity occurring You can show or hide in

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