Nortel Networks P0887496 01 manual Managing calls at the employee’s telephone

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54 Handling calls

Managing calls at the employee’s telephone

Norstar PC Console has features which allow the employees to also manage their calls from their telephones.

Once a call has been routed to an extension, a low-level audible tone alerts the called person they have an incoming call, even if they are on their telephone. The name of the caller appears in the display area of the called party’s telephone for a few seconds.

The called person has six options for managing the call using the three display buttons below the display area of the Norstar telephone. These include:

•talking to the caller

•placing the call on hold

•sending the call to Norstar voice messaging

•joining the call with the current call

•sending the call back to the attendant to ask the caller if they wish to interrupt the current call

•sending the call back to the attendant to be routed to an assistant attendant

Note: Press the Next display button to see more than the first two options that appear.

To talk to the caller:

1.Press the Talk display button to automatically connect with the call or pick up the telephone.

If the telephone is in use, pressing the Talk display button automatically puts the first call on hold and the new caller is connected.

To send the caller to the attendant who asks the caller to hold:

1.Press the Holddisplay button on the telephone. This delivers a pre-set message to the attendant. The attendant asks the caller to hold for the called person and camps the call onto the called person’s extension.

2.The called person sees the call camped onto their telephone and handles the call.

To send the caller to Norstar voice messaging:

1. Press the VM display button on the telephone.

The call is automatically transferred to the called person’s voice mailbox.

To join the caller with another call:

1. Press the Join display button to conference the caller in with your current call.

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

Nortel Networks P0887496 01 is a pivotal component in the realm of telecommunications, reflecting the company’s legacy in innovation and network management solutions. Nortel Networks, once a giant in the telecom industry, designed the P0887496 01 with features and technologies that cater to the evolving needs of modern communication systems.

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