Nortel Networks Business Communications Manager (BCM) & Norstar Installation manual Introduction

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Console.NET Installation & User Guide

Chapter 1: Introduction

Introduction

With the competitiveness of business today, the need to differentiate your company from the competition is crucial. Organizations using a live Attendant to answer calls rely on the Attendant to present the image of the company to the caller.

Today’s Attendant requires a sophisticated, yet simple-to-use tool to help meet this challenge. Console.NET provides the capability for Attendants to answer and direct callers in a more informed and professional manner.

Console.NET displays a directory of extensions and their real-time status. The Attendant can organize the extensions by groups such as Sales or Support. Extension buttons may be viewed by extension #, extension name, or both. Extension detail can also be added to inform the Attendant of information such as; caller ID name and number, DNIS/DID, target line name, line used, call duration plus much more.

Color is used extensively to allow the Attendant to quickly identify both line and extension status. Calls on Hold, Ringing and Parked calls are all quick and easy to distinguish between. Extension buttons also change color depending upon their condition including; Idle , Active, Do Not Disturb, Ringing and Message Notification and Out Of Service phones are all easily identifiable.

Access to Console.NET is via a web browser such as Microsoft's Internet Explorer. Developed with Microsoft.NET, Console.NET utilizes leading edge technologies such as Web Services, XML, HTML and SOAP. Benefits of these new technologies are;

ƒBrowser Access, no installation is required on the Client PC

ƒLAN or Web access

ƒMulti language

ƒExtension status of remote/networked Norstar or BCM systems

ƒStandards based

ƒQuick and simple installation

Console.NET provides a number of advanced features including;

ƒText Messaging allows the Attendant to send a text message to the display of a Nortel telephone to notify a busy employee of a call.

ƒSticky Notes is a feature that allows the Attendant to attach a new or pre- defined message to a call. This assists an Attendant when having to go back to a caller who has been Parked or placed on Hold.

ƒMessage Notification allows the Attendant to add a note to an extension viewed on the screen for quick information regarding the specific person. For example, a Notification message could read "sick today".

ƒTelephone Messaging allows any telephone set to select a message that will be displayed to Console.NET users and other telephones within the office.

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Contents By ConverTec Inc Table of Contents Introduction Introduction Introduction Minimum Requirements Console.NET Client User PC Hardware/Software RequirementsNortel BCM Requirements Telephone Subscription ServicesNortel Norstar Requirements Page Nortel Prerequisites Norstar CTA Installation Norstar OnlyBCM Systems Only Reports Microsoft Prerequisites Installing Microsoft IISFramework Installation Upgrading Additional Installation Components Reports Directory number range entry BCM Installation Wizard Console.NET Installation & User Guide Reports Console.NET Installation & User Guide Console.NET Licensing Console.NET Installation & User Guide Reports Configuration Server / Configuration How to LoginConsole.NET login screen Console.NET Installation & User Guide Add, Delete, Save Use outside Line PrefixAccess Codes for PRI Pools Wait TimeoutRun in Debug Mode Assist DNCurrent Switch Name Line NumberLabel SaveMessage Server / Notification Messages Code Creating Users Disable Access Full NameFirst Name Last NamePassword AdministratorCompany Name ExtensionFeature Button Settings SettingsLine Pools SecurityDatabase screen pop with quick transfer phone links Pop-up Method Adding a Company Related Contact Click on Customers/CompaniesClick on Customers/Companies/Contacts Adding a new Contact Independent of a CompanyEdit, Delete a Contact Contact Name First, Last NamePhone Number Fields Search URL Auto SearchFull Name Order Last Name + First Name Ringback MessagesFirst Name + Last Name Delete all Directory Numbers Reports Select Criteria filter Customer Number Customer NameReport Criteria Filters NumberInclude Internal Calls Group NameGenerate Report Report ResultsInbound Calls, Duration& Averages Outbound Calls, Duration & AveragesCall Duration Time AllInbound OutboundReport Results Inbound Calls Summary by Extension Call Duration DurationDID/DNIS Exporting OptionsPrint ControlsGo To Data Search FieldUsing Console.NET Console.NET Login 12345Personal Call Window Active Call WindowMessage Window Extension Display Window Control ButtonsAnswer HoldPark Park &Directed Pickup ConferenceConference with Spilt DialingConsole.NET dialer keypad Screen XferVoice Mail Xfer Voice CallCamp-On Call Waiting via Camp OnText Messaging Sticky Messages Message NotificationClick on Msg Notification Telephone MessagingTo View all Extensions GroupsCompany Speed Dialing Contact Speed Dialing By Contact Name By Contact Name and CompanyTo Cancel an External Call Transfer External Call TransferDetails Names OnlyExtensions Only On TopExtension buttons sorted by Name Extension buttons sorted by Extension number To change the language Go to Tools Ι Internet OptionsAppendices Appendix a Appendices BCM 3.xConfiguration Window Click on the Licensing Information tabPublished IP address Console.NET Installation & User Guide Appendices Installation Troubleshooting Appendix B TroubleshootingUn-Install Norstar CTA Compatibility Chart Warranty/Software Support Console.NET Installation & User Guide Index
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