NEC Center User Guide

							Viewing Agent Current Status
Center 4.0 User Guide 53
Supervisor
Monitoring—Listening in and Barging In
If your system and extension are configured to provide these functions, you 
can listen to (silent monitor) agent’s calls and, if necessary, intervene and 
enter the conversation in progress, sometimes called barging into the call. 
Essentially, barging in is to create a conference call with the agent, the 
caller, and yourself.
These features not only require the appropriate extension 
permissions, a Triton Resource Board must also be installed in 
the NCS Serv system. If you attempt to make use of these 
features when there is no board present, you’ll get a fast busy signal.
You can monitor only calls coming in to the workgroup extension. 
Outgoing calls or incoming personal calls (to the agent’s extension, not 
through the workgroup pilot extension) cannot be monitored. 
Also, you cannot use listen or barge in on parked calls, calls on hold or in 
conference. 
Listening In
When you listen in to a call, you cannot be heard. To listen in to a call:
1. In the Agent State window, click to select an agent connected to an 
incoming workgroup call.
2. Click the Listen button to ring your extension, then listen in by 
telephone handset or headset.
Alternatively, using the handset, press # 5 9 +  +  +  + 1.
3. When you are finished monitoring, click the Hang Up button.
The Hang Up button appears in the window after you click Listen or 
Barge In.
Barging In
To barge into a workgroup agent call and enter the conversation in 
progress:
1. In the Agent State window, click to select an agent connected to an 
incoming workgroup call.
2. Click the Barge In button to ring your extension, then speak to the 
agent and caller through the handset.
Alternatively, using the handset, press # 5 9 +  +  +  + 2.
3. To exit the call, click the Hang Up button. 
						

							Using Center as a Supervisor 
54Center 4.0 User Guide
Viewing the Queues
Click the Queue button to view the queue for the selected workgroup. 
Figure 36. Queue window
For each call in queue, the Queue window displays the ID, the wait time, 
Caller ID, and Caller Name if available. 
The maximum number of calls in queue, at any one time, is 34.
Exporting or Printing Statistics
Use the Export button and then specify a directory and file name to save 
the queue data to a CSF (Call Summary Format) file, or use the Print 
button to print the records. 
						

							Center 4.0 User Guide 55
Configuration
CHAPTER 6
Configuring Your Station Features
Desktop users and workgroup agents can configure the following settings 
and options by clicking the Config button in the main window to open the 
Config window.
•General Info—password, default trunk access, and other settings.
•N-TeliFind, One Number Access—forwarding of specific incoming 
calls. This is available only when you’re logged in as a desktop user 
and your extension configuration is set up to allow N-TeliFind.
•Call Handling—forwarding, busy call, and no-answer call handling.
•Message Notify—how and when to notify yourself about incoming 
voice messages.
•Station Speed—your personal speed dial numbers 
•System Speed—you can view and edit the name and comments, but 
the not the number itself, of system speed dial numbers. 
Options are disabled if they are not available. For example, 
N-TeliFind, One Number Access must be enabled in the 
NCS Ware Administrator. Further, if you don’t enable 
N-TeliFind as a Call Handling option, you can’t set up and use 
this feature.
Apply Button and OK Button
In the Configuration windows, you’ll see two buttons that save your 
changes: the Apply button and the OK button. 
• The Apply button saves your changes and lets you continue in the 
current window.
• The OK button saves your changes and closes the current window. 
						

							Configuring Your Station Features 
56Center 4.0 User Guide
General Information
Figure 37. General Info configuration
The General Info tab is the window you see when you first click the Config 
button in the Center main window to open the Config window.
In this window, you can edit your password, the default trunk access code, 
voice mail settings, Center audio and video behavior, and external database 
access options. 
Default Trunk Access
The trunk access codes are defined in the NCS Ware Administrator. When 
you get an incoming call over multiple trunks and cannot issue a return call, 
the system will automatically select the default trunk access code to place 
your call. 
						

							General Information
Center 4.0 User Guide 57
Configuration
Voice Mail Play Options
You can choose to play your messages on your telephone set, or play them 
on your sound card and speakers. If you choose to play them on your sound 
card, you have another choices: you can choose to play the message as it 
downloads, or to download it completely and play it on an external media 
player.
Screen Pop and Auto Close
Select the Screen Pop check box if you want a Center window to pop up 
on your screen when you have a call. You can then click a call to take it or 
perform other Center actions. For Center to pop up, you cannot have closed 
the application entirely, but it can be minimized. 
Select the Auto Close check box to have Center close the popup window 
once you have finished with the call.
Accessing Databases
Center can access phone numbers from your Microsoft Outlook, ACT or 
Goldmine database. During installation, the install program read which 
applications you have installed on your PC. 
In the drop down list under Use Database, select the database you want to 
use. You have these additional options:
• Select the Screen Pop check box to have a database contact window 
pop up when you receive a call from someone for whom you have a 
record in the database contact directory.
• Select the Dial-by-Name check box enable access to the names in the 
database directory when you dial. With this option enabled, the names 
and their associated numbers in your Outlook, ACT or GoldMine 
directory are added to the contact list in the dial pad window.
• Select the Update database right now check box to refresh the data 
Center accesses from the database. 
						

							Configuring Your Station Features 
58Center 4.0 User Guide
Advanced Database Options for Web-based Calls
This option is available if you are logged in as a workgroup agent but not 
as a desktop user. Click the Advanced button to select advanced database 
options.
Figure 38. Advanced database options
• The first three radio buttons provide choices for when to open a text 
chat session during web-based calls—that is, whether to open 
NetMeeting in coordination with the calls. You can choose always, 
never, or to have Center query you on each webcall as to whether to 
open a chat session.
• Select the Popup extra call information… check box to have the 
Caller Data window pop up automatically when you connect to a web-
based call. See “Viewing Caller Data” on page 40. 
						

							Call Handling
Center 4.0 User Guide 59
Configuration
Call Handling
Click the Call Handling tab in the Config window to configure incoming 
call handling for your extension. 
Figure 39. Call Handling configuration
Forwarding All Calls
If you want to forward calls to an external number, select a trunk access 
code in the drop-down list, then begin with the outside trunk or route access 
digit and any long distance prefix digits such as 1 and area code. 
If you want to use N-Telifind, One Number Access, see page 61.
There is a “1-hop” limit to call forwarding. For example, ext. 101 forwards 
to ext. 102, and Ext. 102 forwards to ext. 103. A call to ext. 101 will ring 
ext.102 but will not re-forward to ext. 103 because of the 1-hop limit. 
Instead, if ext.102 does not answer, the call is sent to ext.101’s voice mail. 
						

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60Center 4.0 User Guide
Forwarding to a Pager Not Recommended
Forwarding calls to a pager is possible but not recommended since callers 
will only hear what is heard when calling a pager and will not know to enter 
a return phone number unless instructed.
Do Not Disturb
If you select Enable Do Not Disturb, all incoming calls are forwarded to 
voice mail.
Busy Call Handling and No Answer Handling
You can use these options to specify how you want to handle incoming 
calls when you’re already on the telephone or when you can’t answer the 
telephone, for example, when you’ve enabled the Do Not Disturb state.
If want to use the Auto Attendant and you don’t know the number of the 
phrase or menu you want to use, check with your system administrator.
One busy-call handling option, Place call in queue is available only if 
queueing is enabled for you or for your workgroup.
Number of Rings Before Forwarding
This setting is pertains to almost all the options on this page: the number of 
times the telephone should ring before the system decides to forward the 
call to an extension, voice mail, or the Auto Attendant. 
						

							N-TeliFind, One Number Access
Center 4.0 User Guide 61
Configuration
N-TeliFind, One Number Access
If you are expecting calls that you want to receive regardless of where you 
are, you can have the system send the call to you by dialing pre-determined 
numbers based on a pre-determined schedule. 
When N-TeliFind, One Number Access is active and a call comes in to your 
extension, the system checks to see if the number represents a call you want 
to receive. If it finds a match, it calls you at the number you specified. 
N-TeliFind depends on the ability to identify the incoming call by the 
Caller ID. If the system can’t identify the call, it can’t make a match. 
If the system is unable to connect the call, the caller is sent into the user’s 
voice mail.
Before You Set Up N-TeliFind, One Number Access
Before you use N-TeliFind, One Number Access, you need to make sure 
your call handling settings are appropriate (see page 64). You also need to 
be logged in as a Desktop user.
Also, N-TeliFind, One Number Access must be enabled in the NCS Ware 
Administrator. Also, to use N-TeliFind to forward to outside lines, that 
feature must also be enabled as an Extension Configuration restriction in 
the Administrator. Check with your system administrator if you have 
questions about these settings. 
All system and extension call restrictions apply for N-TeliFind, One 
Number Access. For example, if Do Not Disturb is enabled, the call will 
go into voice mail and not to the N-TeliFind number you specified. So if 
you want to use N-TeliFind, make sure Do Not Disturb is disabled. Or if 
the line is busy, the call will be handled according to the extension’s Busy 
Call Handling configuration. 
						

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62Center 4.0 User Guide
Accessing N-TeliFind, One Number Access Setup
After you set the call handling options, click the One Number Access tab 
in the Config window to open the N-TeliFind, One Number Access 
window in which you set N-TeliFind options:
Figure 40. One Number Access window
• Determine the times you want to be available to N-TeliFind callers. 
This can be at all times, during business hours, during non-business 
hours, or during schedule-based access.If you select the Enable 
schedule based access option, a dialog box pops up so that you can set 
the schedule