Nortel Networks P0887496 01 manual Maintaining caller information, Creating a new caller record

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Maintaining caller and employee information

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Norstar PC Console manages both caller and employee information.

Maintaining caller information

When your company is called, information about the caller available from the Norstar PC Console database appears in the Caller Information group box of the Attendant main window. Whether or not you enter information for an incoming call depends on whether the caller is calling for the first time or has called previously and has information already entered in the database.

Creating a new caller record

New caller records are created in the following ways:

•automatically, during an active call, the first time Caller ID information is received by the Attendant program. You can customize the new caller record during the active call or later.

Note: The caller record is not saved if you click Release without processing the call.

•when you create a new caller record from an existing one

•when you create a new blank caller record

When a call comes in, Norstar PC Console checks the Caller ID provided by the telephone company to see if the number has previously called. If there is a record that the number has called before, information available from the caller database is displayed in the Caller Information group box on the Attendant main window. The Name box drop down list displays the names of callers on record that are associated with the incoming Caller ID. There may be several callers from the same telephone number calling if they are employees at the same company. For more information, refer to The Edit Caller Information dialog box on page 33.

When you select the name of the caller from the list, the Caller Information group box is populated with information about the caller.

To create a new caller record from an active call:

1.Click on the Ringing Loop button to answer the incoming call. Some information may or may not appear in the Caller Information group box on the Attendant main window.

2.Click Edit in the Caller Information group box. The Edit Caller Information dialog box appears.

P0887496 01

Norstar PC Console 1.1 User Guide

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Page 62 Page 64
Contents Norstar PC Console User Guide Page Table of contents Chapter Maintaining caller and employee information Chapter Handling callsIii 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 Shortcut keys defined on the menus Processing a call with right-click mouse capabilityReferences Installation GuideAttendant program Server programAdvanced software capabilities Norstar PC Console featuresReports program Easy to use, time saving Graphical User Interface GUIAttractiveness of PC compatibility Attendant typesUnderstanding Norstar PC Console Starting the Server program Getting startedShutting 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 Starting the Attendant program for the first time Initializing and configuring the Attendant programFull-time main attendant setup Types of attendant setupsBackup attendant setup Part-time main attendant setupOverflow attendant setup Assistant attendant setup Setting up other attendant features Save the Attendant program options Notifying the attendant of incoming callsSetting Transfer options for voice mail and linking Setting the Attendant Selected optionGetting started Components of the Attendant main window Caller Information group boxDirectory group box Loop buttons Title barMenu bar ToolbarStatus Bar Directory group boxExit Closes the Attendant program Using the menu barFile menu Edit menuTools menu View menuSelected tab Transfer menuOptions… Assigned tabCaller menu Transfer to VMailPark Target menu Using the toolbar Attendant menuHelp menu Norstar PC Console 1.1 User Guide View menu Words and colors on Loop buttonsUsing 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 Full Directory listDirectory list tab views Synchronization iconPerson status icon AssignedSelected Directory list employee and extension informationEmployee Information dialog box. Refer to Maintaining NameExt DepartmentAnswering calls as an attendant Handling callsNorstar PC Console 1.1 User Guide Using the Contacts group box Click Transfer Using the Directory tab viewsUsing the Directory Find box Click the Full, BLF, Assigned or Selected tabUsing the Department box Transferring a callEmployee Information dialog box ICS Parking calls and paging employees Parking, holding and screening callsPlacing and retrieving calls on hold On the Caller menu, click View Parked CallsClick Retrieve Screening calls Linking and Joining calls Contacting employees using Voice CallResponding to a callback that an extension did not answer Handling a callback callResponding 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 Creating a new caller record Maintaining caller informationNorstar PC Console 1.1 User Guide P0887496 Finding and editing caller information Working with the Directory list Maintaining employee informationFinding an employee record P0887496 Editing employee information Resetting the Full tab viewCreating a new name for an extension Click Close to close the Edit Employee Information windowAdding notes to employee records Using the Make Caller buttonP0887496 Maintaining caller and employee information Calls by Customers report Report typesExtension Directory report Calls to Employees reportWorking with the Reports window Database group boxInformation group box Period group box Customer/Employee Employees and customers group boxesAll and Select option buttons List boxCustomers and Employees Selection dialog box Using the Current Database boxCreating and viewing reports Selecting the databaseConsoleServerDB Selecting a report typeSetting the report period Selecting employees and customers for the report Clearing a dateTo select the Employees or Customers Viewing the report you generated Create Report buttonPrinting a report Generating reports Destination extension Assistant attendantCaller ID CTA Computer Telephony AdapterHookflash External callICS Norstar Integrated Communications System Internal callTarget extension Server programShared system Stand-alone modelGlossary 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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