Handling calls

5

 

With Norstar PC Console, you can manage calls using either your PC’s mouse or the keyboard. When a call comes in, you can respond to the caller either by using the telephone or a headset.

Note: It is recommended that you use a headset so that your hands are free to enter information on your PC.

The basic steps in processing an incoming call with Norstar PC Console include:

answering a call. Refer to Answering calls as an attendant on page 41.

•finding the called person’s extension and placing it in the Target box. Refer to Finding the called person’s extension and placing it in the Target box on page 43.

•transferring a call. Refer to Transferring a call on page 45.

Other telephone functions include:

•parking the incoming call and paging the employee. Refer to Parking, holding and screen- ing calls on page 47.

•linking and joining calls. Refer to Linking and Joining calls on page 50.

•handling a callback call. Refer to Handling a callback call on page 51.

•making a call from the attendant’s extension. Refer to Making a call from the attendant’s extension on page 53.

•managing calls at the employee’s telephone. Refer to Managing calls at the employee’s telephone on page 54.

The following steps explain how you handle calls as an attendant using the Attendant main window. For further information about and a diagram of the Attendant main window, refer to Components of the Attendant main window on page 21.

Answering calls as an attendant

The Attendant main window has six Loop buttons that are used to answer calls.

Each Loop button can handle a single call in-progress. The color of the Loop button changes based on the activity occurring. You can show or hide inactive Loop buttons by clicking Hide Loop Buttons on the View menu. If hidden, the Loop buttons only appear when a call occurs.

A Loop Overflow icon, , on the Status Bar shows that calls are incoming beyond the sixth Loop button.

P0887496 01

Norstar PC Console 1.1 User Guide

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Nortel Networks P0887496 01 manual Handling calls, Answering calls as an attendant
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P0887496 01 specifications

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