NEC Center User Guide

Viewing Agent Current Status
Center 4.0 User Guide 53
Supervisor
Monitoring—Listening in and Barging In
If your system and extension are configured to provide these functions, you 
can listen to (silent monitor) agent’s calls and, if necessary, intervene and 
enter the conversation in progress, sometimes called barging into the call. 
Essentially, barging in is to create a conference call with the agent, the 
caller, and yourself.
These features not only require the appropriate extension 
permissions, a...

Using Center as a Supervisor 
54Center 4.0 User Guide
Viewing the Queues
Click the Queue button to view the queue for the selected workgroup. 
Figure 36. Queue window
For each call in queue, the Queue window displays the ID, the wait time, 
Caller ID, and Caller Name if available. 
The maximum number of calls in queue, at any one time, is 34.
Exporting or Printing Statistics
Use the Export button and then specify a directory and file name to save 
the queue data to a CSF (Call Summary Format) file, or...

Center 4.0 User Guide 55
Configuration
CHAPTER 6
Configuring Your Station Features
Desktop users and workgroup agents can configure the following settings 
and options by clicking the Config button in the main window to open the 
Config window.
•General Info—password, default trunk access, and other settings.
•N-TeliFind, One Number Access—forwarding of specific incoming 
calls. This is available only when you’re logged in as a desktop user 
and your extension configuration is set up to allow N-TeliFind....

Configuring Your Station Features 
56Center 4.0 User Guide
General Information
Figure 37. General Info configuration
The General Info tab is the window you see when you first click the Config 
button in the Center main window to open the Config window.
In this window, you can edit your password, the default trunk access code, 
voice mail settings, Center audio and video behavior, and external database 
access options. 
Default Trunk Access
The trunk access codes are defined in the NCS Ware Administrator....

General Information
Center 4.0 User Guide 57
Configuration
Voice Mail Play Options
You can choose to play your messages on your telephone set, or play them 
on your sound card and speakers. If you choose to play them on your sound 
card, you have another choices: you can choose to play the message as it 
downloads, or to download it completely and play it on an external media 
player.
Screen Pop and Auto Close
Select the Screen Pop check box if you want a Center window to pop up 
on your screen when you...

Configuring Your Station Features 
58Center 4.0 User Guide
Advanced Database Options for Web-based Calls
This option is available if you are logged in as a workgroup agent but not 
as a desktop user. Click the Advanced button to select advanced database 
options.
Figure 38. Advanced database options
• The first three radio buttons provide choices for when to open a text 
chat session during web-based calls—that is, whether to open 
NetMeeting in coordination with the calls. You can choose always, 
never,...

Call Handling
Center 4.0 User Guide 59
Configuration
Call Handling
Click the Call Handling tab in the Config window to configure incoming 
call handling for your extension. 
Figure 39. Call Handling configuration
Forwarding All Calls
If you want to forward calls to an external number, select a trunk access 
code in the drop-down list, then begin with the outside trunk or route access 
digit and any long distance prefix digits such as 1 and area code. 
If you want to use N-Telifind, One Number Access, see...

Configuring Your Station Features 
60Center 4.0 User Guide
Forwarding to a Pager Not Recommended
Forwarding calls to a pager is possible but not recommended since callers 
will only hear what is heard when calling a pager and will not know to enter 
a return phone number unless instructed.
Do Not Disturb
If you select Enable Do Not Disturb, all incoming calls are forwarded to 
voice mail.
Busy Call Handling and No Answer Handling
You can use these options to specify how you want to handle incoming 
calls...

N-TeliFind, One Number Access
Center 4.0 User Guide 61
Configuration
N-TeliFind, One Number Access
If you are expecting calls that you want to receive regardless of where you 
are, you can have the system send the call to you by dialing pre-determined 
numbers based on a pre-determined schedule. 
When N-TeliFind, One Number Access is active and a call comes in to your 
extension, the system checks to see if the number represents a call you want 
to receive. If it finds a match, it calls you at the number...

Configuring Your Station Features 
62Center 4.0 User Guide
Accessing N-TeliFind, One Number Access Setup
After you set the call handling options, click the One Number Access tab 
in the Config window to open the N-TeliFind, One Number Access 
window in which you set N-TeliFind options:
Figure 40. One Number Access window
• Determine the times you want to be available to N-TeliFind callers. 
This can be at all times, during business hours, during non-business 
hours, or during schedule-based access.If you...