Nortel Networks P0887496 01 manual Initializing and configuring the Attendant program

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12 Getting started

Initializing and configuring the Attendant program

Each PC that has the Attendant program installed must be set up to handle calls either as a full-time main attendant, part-time main attendant, backup attendant, overflow attendant or assistant attendant.

Starting the Attendant program for the first time

Now that the Server program is set up and operational, the Attendant program can be started and set up.

To start and set up the Attendant program:

1.On the Windows taskbar, click Start, point to Programs, and then point to Norstar PC Console.

2.Click Attendant. The Attendant program starts.

3.The first time the Attendant program is started after installation, the Enter Attendant Options dialog box appears.

4.Enter the extension number for the attendant into the Attendant Extension box.

5.If the network has more than one Norstar PC Console Server running, you will need click the Server ID box and enter the Server ID for the server you want to use. The Server ID refers to the Windows TCP/IP host name of the Server PC. For information about how to determine the Server ID, refer to Determining the TCP/IP host name of a Server PC in the Norstar PC Console Installation Guide. If there is only one Norstar PC Console Server running, leave this field blank and the Attendant program automatically connects to that Server program.

6.Click OK. The Tip of the Day dialog box appears over the Norstar PC Console Attendant main window.

Norstar PC Console 1.1 User Guide

P0887496 01

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Contents Norstar PC Console User Guide Page Table of contents Chapter Handling calls Chapter Maintaining caller and employee informationIii Chapter Generating reportsGlossary Index Norstar PC Console 1.1 User Guide About this guide Using the keyboard to navigate around Norstar PC Console ConventionsNaming of window components Processing a call with right-click mouse capability Shortcut keys defined on the menusInstallation Guide ReferencesServer program Attendant programEasy to use, time saving Graphical User Interface GUI Norstar PC Console featuresReports program Advanced software capabilitiesAttendant types Attractiveness of PC compatibilityUnderstanding Norstar PC Console Getting started Starting the Server programShutting down the Server program Starting the Attendant programClick Close on the Tip of the Day window Minimizing and maximizing the Attendant main window Shutting down the Attendant programChecking that the Server and Attendant programs are running Initializing and configuring the Attendant program Starting the Attendant program for the first timeTypes of attendant setups Full-time main attendant setupPart-time main attendant setup Backup attendant setupOverflow attendant setup Assistant attendant setup Setting up other attendant features Notifying the attendant of incoming calls Save the Attendant program optionsSetting the Attendant Selected option Setting Transfer options for voice mail and linkingGetting started Components of the Attendant main window Caller Information group boxDirectory group box Toolbar Title barMenu bar Loop buttonsDirectory group box Status BarEdit menu Using the menu barFile menu Exit Closes the Attendant programView menu Tools menuAssigned tab Transfer menuOptions… Selected tabCaller menu Transfer to VMailPark Target menu Using the toolbar Attendant menuHelp menu Norstar PC Console 1.1 User Guide Words and colors on Loop buttons View menuUsing the Caller Information group box Edit Caller Information dialog box Using the call processing area Using the Directory group box Search and edit functions in the Directory group box Edit Employee Information dialog box Synchronization icon Directory listDirectory list tab views FullDirectory list employee and extension information AssignedSelected Person status iconDepartment NameExt Employee Information dialog box. Refer to MaintainingHandling calls Answering calls as an attendantNorstar PC Console 1.1 User Guide Using the Contacts group box Click the Full, BLF, Assigned or Selected tab Using the Directory tab viewsUsing the Directory Find box Click TransferUsing the Department box Transferring a callEmployee Information dialog box ICS Parking, holding and screening calls Parking calls and paging employeesPlacing and retrieving calls on hold On the Caller menu, click View Parked CallsClick Retrieve Screening calls Contacting employees using Voice Call Linking and Joining callsHandling a callback call Responding to a callback that an extension did not answerResponding to a callback that a called party returned Making a call from the attendant’s extension Managing calls at the employee’s telephone Attendant transfers the call to the Assistant extension Handling calls Maintaining caller information Creating a new caller recordNorstar PC Console 1.1 User Guide P0887496 Finding and editing caller information Maintaining employee information Working with the Directory listFinding an employee record P0887496 Resetting the Full tab view Editing employee informationClick Close to close the Edit Employee Information window Creating a new name for an extensionUsing the Make Caller button Adding notes to employee recordsP0887496 Maintaining caller and employee information Report types Calls by Customers reportCalls to Employees report Extension Directory reportWorking with the Reports window Database group boxInformation group box Period group box List box Employees and customers group boxesAll and Select option buttons Customer/EmployeeSelecting the database Using the Current Database boxCreating and viewing reports Customers and Employees Selection dialog boxSelecting a report type ConsoleServerDBSetting the report period Selecting employees and customers for the report Clearing a dateTo select the Employees or Customers Create Report button Viewing the report you generatedPrinting a report Generating reports CTA Computer Telephony Adapter Assistant attendantCaller ID Destination extensionInternal call External callICS Norstar Integrated Communications System HookflashStand-alone model Server programShared system Target extensionGlossary Index Norstar PC Console 1.1 User Guide P0887496 Norstar PC Console 1.1 User Guide P0887496

P0887496 01 specifications

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