Nortel Networks P0887496 01 manual Notifying the attendant of incoming calls

Nortel Networks P0887496 01 manual Reports program, Norstar PC Console features, Advanced software capabilities Nortel Networks P0887496 01 manual Attendant types, Attractiveness of PC compatibility Nortel Networks P0887496 01 manual Understanding Norstar PC Console Nortel Networks P0887496 01 manual Getting started, Starting the Server program Nortel Networks P0887496 01 manual Shutting down the Server program, Starting the Attendant program Nortel Networks P0887496 01 manual Minimizing and maximizing the Attendant main window, Shutting down the Attendant program Nortel Networks P0887496 01 manual Initializing and configuring the Attendant program Nortel Networks P0887496 01 manual Types of attendant setups, Full-time main attendant setup Nortel Networks P0887496 01 manual Part-time main attendant setup, Backup attendant setup Nortel Networks P0887496 01 manual Overflow attendant setup Nortel Networks P0887496 01 manual Assistant attendant setup Nortel Networks P0887496 01 manual Setting up other attendant features Nortel Networks P0887496 01 manual Notifying the attendant of incoming calls, Save the Attendant program options Nortel Networks P0887496 01 Setting the Attendant Selected option, Setting Transfer options for voice mail and linking Nortel Networks P0887496 01 manual Getting started Nortel Networks P0887496 01 Components of the Attendant main window, Caller Information group box, Directory group box Nortel Networks P0887496 01 Title bar, Menu bar, Toolbar, Loop buttons, Caller Information group box, Call processing area Nortel Networks P0887496 01 manual Directory group box, Status Bar Nortel Networks P0887496 01 manual Using the menu bar, File menu, Edit menu, Exit Closes the Attendant program Nortel Networks P0887496 01 manual View menu, Tools menu Nortel Networks P0887496 01 manual Transfer menu, Options…, Assigned tab, Selected tab Nortel Networks P0887496 01 manual Caller menu, Transfer to VMail, Park Nortel Networks P0887496 01 manual Target menu Nortel Networks P0887496 01 manual Using the toolbar, Attendant menu, Help menu Nortel Networks P0887496 01 manual Norstar PC Console 1.1 User Guide Nortel Networks P0887496 01 manual Words and colors on Loop buttons, View menu Nortel Networks P0887496 01 manual Using the Caller Information group box Nortel Networks P0887496 01 manual Edit Caller Information dialog box Nortel Networks P0887496 01 manual Using the call processing area Nortel Networks P0887496 01 manual Using the Directory group box Nortel Networks P0887496 01 manual Search and edit functions in the Directory group box Nortel Networks P0887496 01 manual Edit Employee Information dialog box Nortel Networks P0887496 01 manual Directory list tab views, Synchronization icon, Full Nortel Networks P0887496 01 Assigned, Selected, Directory list employee and extension information, Person status icon Nortel Networks P0887496 01 manual Name, Ext, Department, Employee Information dialog box. Refer to Maintaining Nortel Networks P0887496 01 manual Handling calls, Answering calls as an attendant
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18 Getting started

Notifying the attendant of incoming calls

There are two ways an attendant can be notified of incoming calls:

•When the attendant is busy working on other activities in Windows, Norstar PC Console is usually minimized on the Windows taskbar. The attendant can be notified of incoming calls with a Call Notification dialog box. The attendant can answer the call by clicking Take on the dialog box or ignore the call, allowing another attendant to answer it.

•When the main window is visible (not minimized), the Call Notification dialog box does not appear. The attendant is notified of an incoming call by a Ringing Loop button.

To activate call notification:

1.In the Pop “Call Notification” dialog box when group box, set the options to either one of the following:

Assigned extension rings - The attendant is notified of calls to the assigned extensions.

or

My extension rings -The attendant is notified when their own extension has an incoming call.

When both check boxes are clear, the attendant is not notified of calls when the main win- dow is minimized.

Automatic restoring of the Attendant main window when a call comes in

The Attendant main window is normally minimized or under another window in a part-time attendant environment. The attendant always has the option to restore the screen by clicking on the Norstar PC Console Attendant button in the Windows taskbar. A quicker method is to set the Attendant main window to restore automatically.

The Attendant program can automatically restore the main window when the attendant’s extension goes off-hook (“active”). This assures the attendant has access to the Attendant main window without having to manually restore it.

To set the Attendant main window to restore automatically:

1.In the Restore minimized Attendant screen when group box, click the Call Answered on Attendant extension check box.

The main window is restored when the attendant uses the extension to make or answer a call.

Save the Attendant program options

1.Click OK to save the changes you made on the Options dialog box or click Cancel if you made no changes or do not want to save the changes. The Attendant options are opera- tional immediately after saving the changes.

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 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 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 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 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 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 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 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 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 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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