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