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 list and take the co-
worker’s call.
Figure 21. Monitor window
Choosing Extensions to Monitor
Open the Monitor window by clicking the Monitor button in the 
N-TeliView main window. This allows you to view the status of any 
extensions or workgroup that your extension configuration allows you to 
monitor. 
Choose extensions you wish to monitor by clicking the Change button and 
selecting or deselecting the check box next to the extensions you want to 
monitor or stop monitoring, respectively.  
						

							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, 
Number, Name, and Group (workgroup), which shows only if the call is 
coming into to a workgroup. 
The state can be one of the following: 
•Idle—the extension is not in use. You can click the State field of an 
idle extension to have N-TeliView connect you to that extension.
•Connected—the extension is in use.
•Ringing—the telephone on the extension is ringing. You can click the 
status box of that extension to answer a call from your own extension.
•Conference—the extension in on a conference call
•Voice Mail—the extension is in voice mail.
•Auto Attendant—the extension is connected to an Auto Attendant
•Holding - the extension is on hold
Calling or Picking Up Calls
If a monitored extension is in an idle state, click the extension’s State field 
to ring that extension. 
If the monitored extension is in a ringing state, click the State field to pick 
up that call. 
						

							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.
•Time—the call’s date and time.
This history data is sorted by last disconnected and not in 
the order the call was received. It is therefore possible to 
have a record with an earlier timestamp followed by a 
record with a later timestamp. 
Also, the timestamp for call data is based on the client system, while 
the timestamp for voice mail messages is from NCS Serv. Thus, the 
times displayed here may not match those in the voice mail view in the 
main window.
•Duration—the length of time of each call. 
•DNIS—displays DNIS digits collected, if available.
•Group— the extension’s workgroup number, if available.
•Memo—a note attached to the call. You can add memos by selecting 
Use the Memo button to open a window to create a note. 
						

							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 the Memo button to open a Memo dialog box. Create the memo in the 
Memo text box, then click OK.
Printing a History Log
Click the Print button to print the log. 
						

							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 off one or more workgroups using selecting a two-digit 
reason code that corresponds to a particular course of action, if logoff 
reason codes are used in your workgroup. 
• Viewing and printing workgroup call data.
The basic call handling and voice mail features and functions 
available in N-TeliAgent are described in the chapter, “Using 
Center as a Desktop User,” which begins on page 17. Please 
refer to that chapter for basic call handling procedures. This chapter 
covers workgroup-specific activities.
Logging In
You cannot log in as a workgroup agent using the IP Extension integrated 
with NetMeeting option.
After you complete your initial login and choosing to login as a 
Workgroup Agent as described beginning on page 9, you see a Group 
Login window.
Figure 23. Group Login window 
						

							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 check box(es) next to the 
workgroup(s) you’re logging out from. If Logout Reason Codes are 
required in your system, select one in the drop down list. If you want to log 
in to other workgroups, select their check boxes. Then click OK. 
About the Main Window
The N-TeliAgent main window is your window into your workgroup 
environment and facilitates the management of workgroup calls.
Figure 24. N-TeliAgent main window
Call Status
Call HandlingDial Buttons
Workgroup Status
Lists of Calls / 
Voice Messages 
						

							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. 
• The Call Status panel displays the status of the currently active call, a 
list of any calls on hold, and the current time. The call states are 
described on page 14.
• The Directory panel has two tabs: one showing a log of current calls, 
the other showing a log of current and past voice mails.
• The Dial functions provide buttons to place, hold or redial calls
• The Call Handling buttons provide call functions such as transferring 
the call or sending it to voice mail.
• The Configuration button allows you to customize N-TeliAgent 
settings. See “Configuring Your Station Features” on page 55. 
• The Monitor button provides a view into extension or workgroup 
activity and provides access to past call logs.
• The Data button allows you to display data associated with the calls, 
to send web pages or URLs to the user, or to share web pages.
• The Ready button tells the system you are ready to receive workgroup 
calls. 
• The Wait button tells the system not to send workgroup calls to your 
extension.
• The Login/Logout button allows you to login in to different 
workgroups and/or log out of current workgroups.
Call Handling
The basic call handling features and functions are the same for workgroup 
agent as they are for the desktop user. See “Handling Calls” on page 19 for 
further information. 
This section discusses workgroup member options that are not available to 
the desktop user. 
						

							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 in your own browser in such a way that when you scroll 
or otherwise act on the page, the other user sees the results in their own 
browser. Sharing allows you to guide the web-based caller through a site. 
To work with web data when connected with a web-based caller, click the 
Data button in the main window to open the Caller Data window. 
Figure 25. The Caller Data window
Viewing Caller Data
The Source/Contact panel displays data collected in various ways: 
• From an Auto Attendant if the caller has input data there in either a 
PSTN or web call situation. 
						

							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 Sharing panel in the Caller Data window displays the addresses 
of pages or sites you’ve added to the list. Pushing a web site or a web page 
is a two step process: first you add it to your share list to make it available, 
then you send it. 
1. In the Caller Data window, click Add to open an Add URL dialog box.
Figure 26. Add URL window
2. Type in the URL or web page specification and click OK. 
						

							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. Please see “Using Voice Mail” on page 25.
M onitoring
If your extension’s configuration in the NCS Ware Administrator provides 
for it, you can monitor the activity on other workgroup extensions, view a 
call history, view workgroup statistics, and view calls in queue.
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 list and take the co-
worker’s call.