Northern Telecom Pc Console 1.1 User Guide
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Working with the Attendant main window 25 P0887496 01 Norstar PC Console 1.1 User Guide View menu The View menu commands are: Tools menu The Tools menu commands are: Transfer Paste transfers a call to the number in the Clipboard. Caller Information... 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. Employee Information... 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. Toolbar shows/hides the toolbar. Status Bar shows/hides the Status Bar. Hide Loop Buttons shows/hides the inactive Loop buttons. When checked, only active Loop buttons appear on the Attendant main window. Reports starts the Reports program. Attendant Monitor opens the Attendant Monitor dialog box that displays diagnostic information sent by the Attendant program and received back from the Server program. The Attendant Monitor helps in troubleshooting. Log to File writes Attendant program activity and Server messaging to a log file. This is used for troubleshooting.
26 Working with the Attendant main window Norstar PC Console 1.1 User Guide P0887496 01 Transfer menu The Transfer menu commands are: Options… 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 U sing the Directory group box on page 35. 1st Contact 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. 2nd Contact 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. 3rd Contact transfers the active call to the caller’s third contact. This command is enabled when there is an active call and a contact is displayed in the third box of the Contacts group box.
Working with the Attendant main window 27 P0887496 01 Norstar PC Console 1.1 User Guide Caller menu The Caller menu commands are: Transfer to Target transfers the active call to the extension in the Target box. The Transfer button performs the same function. Screen Transfer 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. Transfer to VMail transfers the active call to the voice mailbox of the extension in the Target box. The VMTransfer button performs the same function. Answer Next answers the next call in the queue. Hold places an active call on hold. The Hold button performs the same function. Refer to Parking, holding and screening calls on page 47. Release disconnects the active call. The Release button performs the same function. Park 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.
28 Working with the Attendant main window Norstar PC Console 1.1 User Guide P0887496 01 Target menu The Target menu commands are: 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. 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 Target 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.
Working with the Attendant main window 29 P0887496 01 Norstar PC Console 1.1 User Guide Attendant menu The Attendant menu commands are: Help menu The Help menu options include: 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. 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. 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.
30 Working with the Attendant main window Norstar PC Console 1.1 User Guide P0887496 01 The toolbar contains the following:. 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 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.
Working with the Attendant main window 31 P0887496 01 Norstar PC Console 1.1 User Guide A total of six Loop buttons, labeled F1 to F6, are located on 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 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.
32 Working with the Attendant main window Norstar PC Console 1.1 User Guide P0887496 01 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. The Caller Information group box includes: •Name , Caller Type (Unclassified, Personal, Employee, Vendor, or Customer), Company and Note box •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: opens the Edit Caller Information dialog box. Refer to Maintaining caller information on page 57. places the active call on Hold. disconnects the active call. places the active call in park and opens the Page dialog box so that you can page the person whose extension is in the Target box. Refer to Parking calls and paging employees on page 47.
Working with the Attendant main window 33 P0887496 01 Norstar PC Console 1.1 User Guide 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. The Edit Caller Information dialog box contains the following boxes. Most are editable unless otherwise indicated. •Name box contains the caller’s name. A first time caller name would be the Caller ID name provided by the telephone company. You can change this Caller ID name to the actual caller’s name. •Caller Type box contains the classification of the caller. There are five types to choose from: Unclassified, Personal, Employee, Vendor and Customer. •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. •Phone box contains the telephone number of the caller. •City , State/Province , and ZIP/Postal Code boxes are related to the caller. •Caller ID Name and Caller ID Number boxes contain information provided through sub- scription by the public switched telephone network. •Record Number box contains a unique caller record identifier number. This box is not editable. •Contacts boxes list the caller’s three most frequently called persons in your company.
34 Working with the Attendant main window Norstar PC Console 1.1 User Guide P0887496 01 The following buttons appear in the Edit Caller Information dialog box: Using the call processing area The call processing area is found at the top right of the Attendant main window and includes: •the Target box • a series of buttons including: Transfer , Page , VMTransfer , Screen , Call , Camp On and Link Transfer . saves the caller record displayed in the boxes of the Edit Caller Information dialog box to the database. closes the Edit Caller Information dialog box without saving the changes to the record. opens the Find dialog box in the Edit Caller Information dialog box. creates a blank caller record which you can fill in. creates a new name caller record using an existing caller record. All boxes except the Name box are filled in with the existing caller information. You can then enter the new name. deletes caller record displayed in the Edit Caller Information dialog box from the database.