NEC Center User Guide

Choosing Extensions to Monitor
Center 4.0 User Guide 33
Using Center
Monitoring Extension Activity
If your extension’s configuration in the NCS Ware Administrator provides 
for it, you can monitor the activity on other extensions. 
If you’re a manager, for example, you might monitor to determine whether 
you need more resources in a busy environment. Or, for another example, 
you might use monitoring capability to cover calls for a co-worker, since 
you can click the ringing telephone icon in the monitor...

Monitoring Extension Activity 
34Center 4.0 User Guide
Also, if you want to monitor extensions recently added to your extension’s 
monitoring list in the NCS Ware Administrator, click the Change button 
and select the extensions.
Selecting a group entry displays all the workgroup members in the 
monitoring window. Deselecting a group entry takes all workgroup 
member extensions out of the display.
Reading the Monitor List
In the monitor list, each selected extension is listed along with its State,...

Viewing the Call History
Center 4.0 User Guide 35
Using Center
Viewing the Call History
Click the History tab in the Monitor window to view an informational 
history of handled calls. 
Figure 22. History window
The list in the History window displays the following fields:
•Number—the extension or phone number. Upward arrow icons 
indicate outgoing calls; downward arrows indicate incoming calls 
Clicking the Number field dials that number.
•Name—Caller ID information, if available; or, Caller Unknown....

Monitoring Extension Activity 
36Center 4.0 User Guide
Deleting Logs
To delete a specific call log entry, click the entry to select it, then click 
Delete. Or, right click the entry and select Delete. 
To clear the entire call log, click Delete All, or right click any entry and 
select Delete All.
Placing Calls from the History List
To call a number or extension in the list, click the number. 
Attaching a Memo to an Entry
To attach a memo to a history list entry, click the entry to select it, then 
click...

Logging In
Center 4.0 User Guide 37
N-TeliAgent
CHAPTER 4
Using Center as a Workgroup Agent
N-TeliAgent is a desktop call control application for workgroup agents to 
manage their workgroup calls from the PC. N-TeliAgent allows direct 
access to call handling as well as configuration functions including the 
following. 
• View caller data (e.g., IP address, account number, credit card number, 
name, etc.) sent with an incoming call.
• Pushing or sending a URL or web page to a web-based call.
• Logging...

Using Center as a Workgroup Agent 
38Center 4.0 User Guide
Select the workgroup or workgroups you want to log in to, then click OK. 
Center supports login on up to eight workgroups simultaneously.
Logging Out or Changing Workgroups
After you’ve logged in, you can log out or change the workgroups you’re 
logged in as follows: 
Click the Login/Logout button in the main window to open the Group 
Login window, an example of which is shown on the previous page.
To log out or change workgroups, deselect the...

Call Handling
Center 4.0 User Guide 39
N-TeliAgent
The window consists of the following displays and buttons:
• The Workgroup Status panel displays statistical information about 
the current workgroup. Above the panel are tabs that allow you to 
switch the view between the workgroups you’re logged in to. 
The statistics are self-explanatory, except perhaps it needs to be noted 
that the Service Level represents the percentage of workgroup calls 
taken out of queue before the Threshold time has expired....

Using Center as a Workgroup Agent 
40Center 4.0 User Guide
Setting Status to Ready or Not Ready
Click the Wait button to tell the system not to send workgroup calls to your 
extension.
Click the Ready button to tell the system you are ready to receive 
workgroup calls.
V iewing, Sharing, or Pushing Data
Pushing a web page or URL is sending the page or URL as a link that the 
other person view in their web browser. 
Sharing the URL is pushing the link to the other user and simultaneously 
opening the page...

Call Handling
Center 4.0 User Guide 41
N-TeliAgent
• From Supplemental Caller Data, including user data tagged to the call, 
and data included by using the N-TeliAgent Memo button, DDR, 
ActiveX I/F or Agent ActiveX I/F.
• From caller data collected from the web page form
• From web URL paths—a URL history.
• from or input by the caller, such as IP address, name, account numbers, 
etc. including data from your external database such as Outlook, if 
available. 
Sharing or Sending a URL or Page
The URL...

Using Center as a Workgroup Agent 
42Center 4.0 User Guide
The URL now appears in your URL Sharing list.
Figure 27. The Caller Data window
3. To share or push the URL, select the URL you want to share by 
clicking it, then click Push to send it or Share to share it. 
4. Click the Share button and it becomes a Release button. When you’re 
done sharing, click the Release button to disconnect the web call.
Using Voice Mail
The Voice Mail features and functions are the same as those for the desktop 
user....