Nortel Networks P0887496 01 manual Assistant attendant setup

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16 Getting started

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 <<.

The extensions that have been assigned can be viewed at any time by clicking on the Assigned tab in the Directory group box of the 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 informationChapter Generating reports IiiGlossary Index Norstar PC Console 1.1 User Guide About this guide Conventions Using the keyboard to navigate around Norstar PC ConsoleNaming 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 programStarting the Attendant program Shutting down the Server programClick Close on the Tip of the Day window Shutting down the Attendant program Minimizing and maximizing the Attendant main windowChecking 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 Caller Information group box Components of the Attendant main windowDirectory 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 tabTransfer to VMail Caller menuPark Target menu Attendant menu Using the toolbarHelp 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 TransferTransferring a call Using the Department boxEmployee Information dialog box ICS Parking, holding and screening calls Parking calls and paging employeesOn the Caller menu, click View Parked Calls Placing and retrieving calls on holdClick 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 reportDatabase group box Working with the Reports windowInformation 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 Clearing a date Selecting employees and customers for the reportTo 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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