Northern Telecom Pc Console 1.1 User Guide
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Getting started 15 P0887496 01 Norstar PC Console 1.1 User Guide When the attendant needs to leave the position, the backup attendant position can be activated by using the OUT button, , on the Attendant main window. This button indicates that the attendant is no longer present at the station and that all calls should be diverted to the specified position. After clicking , 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 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. 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.
16 Getting started Norstar PC Console 1.1 User Guide P0887496 01 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 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 >> 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
Getting started 17 P0887496 01 Norstar PC Console 1.1 User Guide Setting up other attendant features Attendant features for the different setups are configured through the Options dialog box. On the Tools menu, click Options to display this dialog box. 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 whensets the Call Notification dialog box to pop onto the screen. Restore minimized Attendant screen whensets 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
18 Getting started Norstar PC Console 1.1 User Guide P0887496 01 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. • 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. In the 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 window 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. In the 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.
Getting started 19 P0887496 01 Norstar PC Console 1.1 User Guide 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 extensions box then click >> 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
20 Getting started Norstar PC Console 1.1 User Guide P0887496 01
P0887496 01 Norstar PC Console 1.1 User Guide Working with the Attendant main window 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: • title bar • menu bar •toolbar •Loop buttons •Caller Information group box • call processing area •Directory group box •Status Bar Components of the Attendant main window 4 title bar menu bar Loop buttonstoolbarCaller Information group box Directory group boxCall processing area Status Bar Synchronization icon Server icon
22 Working with the Attendant main window Norstar PC Console 1.1 User Guide P0887496 01 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 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 V iew 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.
Working with the Attendant main window 23 P0887496 01 Norstar PC Console 1.1 User Guide Directory group box The Directory group box, located at the bottom of the Attendant main window, consists of three parts: 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. 2. Click on the Status Bar menu item. A checkmark is displayed. The Status Bar provides the following information:Directory list displays four different tabbed views of extension information such as name, extension, notes and depar tment. 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. Note and Status boxes allow you to change the status of the employee and write information in a note for an extension. Find and Department boxes and the Show All and Edit buttonsprovide a means of searching for extensions and editing employee information and extension records. 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 other. 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.
24 Working with the Attendant main window Norstar PC Console 1.1 User Guide P0887496 01 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 The File menu command is: Edit menu The Edit menu commands include: Exit closes the Attendant program. 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 special 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 .