Nortel Networks P0887496 01 manual Part-time main attendant setup, Backup attendant setup

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14 Getting started

Once the settings are completed, the Attendant program displays all incoming calls to the attendant’s telephone which appear on the Attendant main window as a yellow Ringing Loop button. If the attendant’s telephone has been programmed to receive all incoming calls for the company, that is as a main attendant, then the Norstar PC Console Attendant program now also displays those calls.

In order to receive and make calls properly, the Attendant program requires that an extension be associated with the program. The extension must be a valid extension on the Norstar system and should be the telephone located at the attendant’s desk.

To set or change the attendant’s extension number:

1.Click Tools then Options. The Options dialog box appears with the Options tab dis- played.

2.Click the My Extension box in the Attendant group box.

3.Type the extension number of the attendant’s telephone.

Part-time main attendant setup

The part-time main attendant is an attendant that is available to answer incoming calls and also performs additional functions on the PC, such as word processing.

The difference between the full-time main attendant setup and the part-time main attendant setup is that the part-time setup has additional Attendant options selected which allow notification of incoming calls when the attendant program is minimized. Refer to Full-time main attendant setup on page 13 and Setting up other attendant features on page 17.

Backup attendant setup

A backup attendant is an attendant position that receives calls that have been re-directed from another attendant position. The backup attendant can, at the same time, be operating as a main attendant or 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. Refer to Setting up other attendant features on page 17.

Each Attendant PC that was set up originally to receive incoming calls must be set up to re- direct the calls to the backup Attendant PC.

Note: Calls can be redirected to another Norstar PC Console attendant or any Norstar extension within the company.

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 informationGlossary Index IiiChapter Generating reports Norstar PC Console 1.1 User Guide About this guide Naming of window components Using the keyboard to navigate around Norstar PC ConsoleConventions Processing a call with right-click mouse capability Shortcut keys defined on the menusInstallation Guide ReferencesServer program Attendant programNorstar PC Console features Reports programEasy to use, time saving Graphical User Interface GUI Advanced software capabilitiesAttendant types Attractiveness of PC compatibilityUnderstanding Norstar PC Console Getting started Starting the Server programClick Close on the Tip of the Day window Shutting down the Server programStarting the Attendant program Checking that the Server and Attendant programs are running Minimizing and maximizing the Attendant main windowShutting down the Attendant program 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 Directory group box Components of the Attendant main windowCaller Information group box Title bar Menu barToolbar Loop buttonsDirectory group box Status BarUsing the menu bar File menuEdit menu Exit Closes the Attendant programView menu Tools menuTransfer menu Options…Assigned tab Selected tabPark Caller menuTransfer to VMail Target menu Help menu Using the toolbarAttendant 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 Directory list Directory list tab viewsSynchronization icon FullAssigned SelectedDirectory list employee and extension information Person status iconName ExtDepartment Employee Information dialog box. Refer to MaintainingHandling calls Answering calls as an attendantNorstar PC Console 1.1 User Guide Using the Contacts group box Using the Directory tab views Using the Directory Find boxClick the Full, BLF, Assigned or Selected tab Click TransferEmployee Information dialog box Using the Department boxTransferring a call ICS Parking, holding and screening calls Parking calls and paging employeesClick Retrieve Placing and retrieving calls on holdOn the Caller menu, click View Parked Calls 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 reportInformation group box Working with the Reports windowDatabase group box Period group box Employees and customers group boxes All and Select option buttonsList box Customer/EmployeeUsing the Current Database box Creating and viewing reportsSelecting the database Customers and Employees Selection dialog boxSelecting a report type ConsoleServerDBSetting the report period To select the Employees or Customers Selecting employees and customers for the reportClearing a date Create Report button Viewing the report you generatedPrinting a report Generating reports Assistant attendant Caller IDCTA Computer Telephony Adapter Destination extensionExternal call ICS Norstar Integrated Communications SystemInternal call HookflashServer program Shared systemStand-alone model 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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