NEC Center User Guide
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Center User Guide For NCS Ware Release 4.0 N-TeliView, N-TeliAgent and NCS Supervisor Part No. 77000CEN02 April 2001 Printed in the U.S.A. (2106)
NCS Serv 4.0 User Guide WARNING! Toll fraud is committed when individuals unlawfully gain access to customer telecommunication systems. This is a criminal offense. Currently, we do not know of any telecommunications system that is immune to this type of criminal activity. NEC America will not accept liability for any damages, including long distance charges, which result from unauthorized and/or unlawful use. Although NEC America has designed security features into its products, it is your sole responsibility to use the security features and to establish security practices within your company, including training, security awareness, and call auditing. NOTICE While every effort has been made to ensure accuracy, NEC America will not be liable for technical or editorial errors or omissions contained within the documentation. The information contained in this documentation is subject to change without notice. This documentation may be used only in accordance with the terms of the NEC America License Agreement. NEC America, Inc., Corporate Networks Group 4 Forest Parkway Shelton, CT. 06484 Telephone: 203-926-5400 Fax: 203-929-0535 Web site: cng.nec.com TRADEMARKS NEC, NCS Serv, NCS Ware, Extended Caller ID, N-TeliTouch, NCS Link, NCS Console, NCS Admin and N-TeliCall are trademarks or registered trademarks of NEC. All other brand names mentioned are trademarks or registered trademarks of their respective manufacturers. Copyright © NEC America 2001. All rights reserved. Printed in U.S.A. 4502-0001-A1
Table of Contents Center 4.0 User Guide iii Contents W ARRANTY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . VII C HAPTER 1 Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Client / Server Application and Session Licensing . . . . . . . . . . . . . 1 Package Content . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Installation and Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Pre-Installation Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Installing N-TeliView Voice Mail Service on the NCS Serv Sys- tem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Client System Requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Installing Center on a Client System . . . . . . . . . . . . . . . . . . . . . . 5 Session Licensing and License Upgrade Procedures . . . . . . . . . . . . 5 Upgrading Licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Removing Center Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 Uninstalling Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 Uninstalling N-TeliView Voice Mail Service at NCS Serv . . . . . 6 Microsoft Outlook Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 ACT/GoldMine Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 C HAPTER 2 Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Logging In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Logging in from a Remote Location (IP Extension) . . . . . . . . . . . 11 Hiding or Exiting Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Using the Windows Tray Telephone Icon . . . . . . . . . . . . . . . . . 13 Resizing the Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Call States . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Error Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 C HAPTER 3 Using Center as a Desktop User . . . . . . . . . . . . . . . . . . . . . . 17 About the Main Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 About the Calls List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Table of Contents iv Center 4.0 User Guide Handling Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .19 Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Dialing By Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 Dialing By Name or Extension . . . . . . . . . . . . . . . . . . . . . . . . . 20 Dialing Speed Dial Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 Placing Calls on Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 Using Call Waiting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Transferring Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Sending Calls to Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 Conferencing Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 Using Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .25 About the Voice Mail Window . . . . . . . . . . . . . . . . . . . . . . . . . 25 Listening to Your Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 Saving Remotely or Locally . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 Deleting the Message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 Returning the Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 Attaching a Memo . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 Forwarding Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 Working with Voice Mail Groups (Distribution Lists) . . . . . . . 29 Creating a VM Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Changing a Voice Mail Group . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Deleting a Voice Mail Group . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 Monitoring Extension Activity . . . . . . . . . . . . . . . . . . . . . . . . .33 Choosing Extensions to Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Reading the Monitor List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Viewing the Call History . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 C HAPTER 4 Using Center as a Workgroup Agent . . . . . . . . . . . . . . . . . .37 Logging In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Logging Out or Changing Workgroups . . . . . . . . . . . . . . . . . . . . . 38 About the Main Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Call Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39 Setting Status to Ready or Not Ready . . . . . . . . . . . . . . . . . . . . 40 Viewing, Sharing, or Pushing Data . . . . . . . . . . . . . . . . . . . . . . 40 Using Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42 Monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42 Selecting the Workgroups to Monitor . . . . . . . . . . . . . . . . . . . . 43
Table of Contents Center 4.0 User Guide v Reading the Monitor List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 Viewing a Call History . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44 Viewing Workgroup Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . 45 Viewing Queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46 C HAPTER 5 Using Center as a Supervisor . . . . . . . . . . . . . . . . . . . . . . . . 47 Logging In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47 Viewing Group Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48 Viewing Agent Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50 Viewing a History of Agent Activity . . . . . . . . . . . . . . . . . . . . . 51 Viewing Agent Current Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52 Monitoring—Listening in and Barging In . . . . . . . . . . . . . . . . . 53 Viewing the Queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54 C HAPTER 6 Configuring Your Station Features . . . . . . . . . . . . . . . . . . . 55 Apply Button and OK Button . . . . . . . . . . . . . . . . . . . . . . . . . . . 55 General Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56 Default Trunk Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56 Voice Mail Play Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57 Screen Pop and Auto Close . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57 Accessing Databases. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57 Call Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59 N-TeliFind, One Number Access . . . . . . . . . . . . . . . . . . . . . . . . . . 61 Message Notifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64 Station Speed Dialing Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65 Adding or Editing Station Speed Entries . . . . . . . . . . . . . . . . . . 66 System Speed Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66 I NDEX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Center 4.0 User Guide vii Warranty Coverage NEC America warrants its hardware products to be free from defects in material and workmanship during the warranty period. If a product proves to be defective in material or workmanship during the warranty period, NEC America will at its sole option repair, refund, or replace the product with a like product. How Long is the Warranty Effective All NEC Americas’ NCS products are warranted for one (1) year for all parts from the date of the first consumer purchase. Who the Warranty Protects This warranty is valid only for the first consumer purchaser. What the Warranty Does Not Cover 1. Any product on which the serial number has been defaced, modified or removed. 2. Damage, deterioration or malfunction resulting from: a) Accident, misuse, neglect, fire, water, lightning, or other acts of nature, unauthorized product modification, or failure to follow instructions supplied with the product. b) Repair or attempted repair by anyone not authorized by NEC. c) Any damage of the product due to shipment. d) Removal or installation of the product. e) Causes external to the product, such as electric power fluctuations or failure. f) Use of supplies or parts not meeting NEC Americas’ specifications. g) Normal wear and tear. h) Any other cause which does not relate to a product defect. 3. Removal, installation, and set-up service charges.
Warranty viii Center 4.0 User Guide Limitation of Liability Except for personal injury, direct damages to tangible personal property proximately caused by NEC America products and liability otherwise expressly assumed in a written agreement signed by NEC, the liability of NEC, its affiliates, suppliers, and authorized resellers for any claims, losses, damages, or expenses from any cause whatsoever (including acts of omission of third parties), regardless of the form of action, whether in contract, tort or otherwise, shall not exceed an amount equal to the lesser of the direct damages proven or the purchase price of the product. In no event shall NEC America or its affiliates, suppliers, or authorized resellers be liable for incidental, consequential or any other indirect loss or damage (including lost profits or revenues) incurred in connection with the product. This limitation of liability shall survive failure of the exclusive remedy set forth in the limited warranty above. Effect of State Law This warranty gives you specific legal rights, and you may also have other rights which vary from state to state. Some states do not allow limitations on implied warranties and/or do not allow the exclusion of incidental or consequential damages, so the above limitations and exclusions may not apply to you.
Introduction Center 4.0 User Guide 1 Installation C HAPTER 1 Installation Introduction Center 4.0 is an optional software package for NCS Ware 4.0 server. It is a call control application for PC users, workgroup agents and workgroup supervisors. Like N-TeliView, it is a graphical interface for call and voice mail management which also provides user configuration of station features and operation. Center goes beyond N-TeliView by adding features for workgroup agents and supervisors such as log in/log out, calls waiting status and more. Center 4.0 Client, has 3 different faces it shows, depending on how the user logs in, It is possible to log in as an N-TeliView (desktop) user, an N-TeliAgent (workgroup agent) or as a workgroup Supervisor. Client / Server Application and Session Licensing The Center software comes in 2 parts. Center Server is installed on the server (NCS Serv) and the other part, NCS Client is installed on the PC user desktops. The part installed on the NCS Serv system is called Center 4.0 Server. This provides a communication link (called NCS Link) between the server and Center Clients. Another functions of this software is to register licenses and monitor the number of active Center Client sessions. To enable the features in this package, the Center 4.0 Session License must be installed in NCS Ware server. The NCS Client component of this application is installed on the PC user desktops. There is no limit to the number of installations of NCS Client. If this software cannot communicate with the NCS Serv or if there are no unused license sessions available, the software will not run. The number of simultaneous users is limited by the number of license registered on the Center Server. Therefore, the number of purchased should be equal to or greater than the maximum number of simultaneous Center users anticipated.
Installation 2 Center 4.0 User Guide Package Content NCS Center software can be purchased in two different packages. There is the starter package which contains the client/server software along with a set number of client session licenses and there is an upgrade which has only a client session license. See tables below for package part numbers. The following items are included in the Center 4.0 starter package: • Center 4.0 CD ROM • Center 4.0 User Guide (for each session license purchased) • Center 4.0 End User License Agreement (for the number of session licenses purchased) If you ordered a Center 4.0 starter package and any of these items are missing or damaged, please contact your Authorized NEC dealer. Table 1: Center 4.0 Starter Packages (software and license bundle) Center client sessions can be added to the NCS Ware server at any time and in discrete numbers: e.g. 4, 8, 16 and/or 32 simultaneous sessions. For example, to provide 24 desktops with 24 simultaneous connections, the installer will enter two purchased license numbers; one for 8 licenses and one for 16 licenses using the upgrade installation procedures. The system will have a capacity of 25 total simultaneous connections. Note: NCS Center software comes with one free license connection to support an NCS Client. This is provided for administrative and testing use. Software Part Number# of (Simultaneous) Sessions License Center 4.077315-40-04 4 sessions license Center 4.077315-40-08 8 sessions license Center 4.077315-40-16 16 sessions license Center 4.077315-40-32 32 sessions license