NEC N-Teliview User Guide
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N-TeliView Release 4.0User Guide Part No. 77000NTEL04April 2001 Printed in the U.S.A. (2106)
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 N-TeliView 4.0 User Guide iii Contents W ARRANTY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . V C HAPTER 1 Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Client System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Session Licensing and License Upgrades . . . . . . . . . . . . . . . . . . . . 2 Installation and Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Pre-Installation Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Installing N-TeliView Voice Mail Service on NCS Serv . . . . . . . 3 Installing N-TeliView on a Client System . . . . . . . . . . . . . . . . . . 4 Upgrading Licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Removing N-TeliView . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Uninstalling N-TeliView . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Uninstalling N-TeliView Voice Mail Service at NCS Serv . . . . . 5 Microsoft Outlook Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 ACT/GoldMine Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 C HAPTER 2 Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Logging In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Logging in from a Remote Location (IP Extension) . . . . . . . . . . . . 9 Hiding or Exiting N-TeliView . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Using the Windows Tray Telephone Icon . . . . . . . . . . . . . . . . . 10 Resizing the Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Call States . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Error Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 C HAPTER 3 Using N-TeliView . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 About the Main Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 About the Calls List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Handling Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Dialing By Number. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 Dialing By Name or Extension . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Table of Contents iv N-TeliView 4.0 User Guide Dialing Speed Dial Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Placing Calls on Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Using Call Waiting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 Transferring Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 Sending Calls to Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 Conferencing Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 Using Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .23 About the Voice Mail Window . . . . . . . . . . . . . . . . . . . . . . . . . 23 Listening to Your Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 Saving Remotely or Locally . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 Deleting the Message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Returning the Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Attaching a Memo . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Forwarding Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 Working with Voice Mail Groups (Distribution Lists) . . . . . . . 27 Creating a Voice Mail Group . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 Changing a Voice Mail Group . . . . . . . . . . . . . . . . . . . . . . . . . . 28 Deleting a Voice Mail Group . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 Monitoring Extension Activity . . . . . . . . . . . . . . . . . . . . . . . . .30 Choosing Extensions to Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Reading the Monitor List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Viewing the Call History . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 C HAPTER 4 Configuring Your Station Features . . . . . . . . . . . . . . . . . . . .35 Apply Button and OK Button. . . . . . . . . . . . . . . . . . . . . . . . . . . 35 General Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 Default Trunk Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 Voice Mail Play Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Screen Pop and Auto Close . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Accessing Databases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Call Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 N-TeliFind, One Number Access . . . . . . . . . . . . . . . . . . . . . . . . . . 40 Message Notifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 Station Speed Dialing Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44 Adding or Editing Station Speed Entries . . . . . . . . . . . . . . . . . . 45 System Speed Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45 I NDEX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .47
N-TeliView 4.0 User Guide v 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 vi N-TeliView 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.
Client System Requirements N-TeliView 4.0 User Guide 1 Installation Chapter 1 Installation The following items are included in the N-TeliView 4.0 package: • N-TeliView 4.0 CD ROM • N-TeliView 4.0 User Guide • N-Teliview 4.0 End User License Agreement If any of these items are missing or damaged, please contact your Authorized NEC dealer. Client System Requirements Each client system must meet the following minimum requirements. For server system requirements, see the NCSWare Getting Started Manual . • IBM/PC AT compatible system • Intel 133 MHz Pentium • Windows 95 (with DCOM95 installed), or Windows 98 (or higher), or Windows 2000, or Windows NT 4.0 or higher, Server or Workstation. • 30 MB Hard Drive Disk Space • 32 MB RAM • SVGA monitor (800 x 600) with 256 color display, or better • Keyboard and Mouse • NCSWare Release 4.0 running on a server accessible to this client. N-TeliView is call management software that runs with the NCSWare 4.0 system. The N-TeliView software can be installed on a Windows 95/98/ 2000 or Windows NT PC. To install the N-TeliView client software, you may load N-TeliView client software on a network server and then using your company’s distribution software, deliver the N-TeliView client software to each desktop PC. Most frequently, this means loading the software onto a shared network file server and copying the software to each desktop PC. Alternatively, you can use N-TeliView CD ROM to install the program on each desktop.
Installation 2 N-TeliView 4.0 User Guide Session Licensing and License Upgrades NCS Ware (Release 4.0 or higher) comes with one free licensed connection to support an N-TeliView client. You can upgrade to Center, an application which includes N-TeliView as well as N-TeliAgent (for workgroup agents) and NCS-Supervisor (for workgroup supervisors) by purchasing a Center Server License and adding client sessions. If you upgrade to Center, session licenses 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 number for 8 licenses and one number for 16 licenses using the upgrade installation procedures. The system will have a capacity of 25 total simultaneous connections. Further, if the customer later wants an additional 6 more simultaneous connections, he would purchase another 8-user license (the closest number to 6). The installer would enter the license number and NCS Ware will add this number to the system’s total, providing this customer with a total of 33 (8+25) simultaneous connections. The NCS Ware server does not need to be rebooted to activate these new connections. N-TeliView 4.0 software is packaged in different simultaneous session licenses. Each package consists of the N-TeliView 4.0 installation CD, manual and licensing for a particular number of sessions. N-TeliView Software and LicensePart Number# of (Simultaneous) Sessions License N-TeliView 4.077313-40-004 4 sessions license N-TeliView 4.077313-40-008 8 sessions license N-TeliView 4.077313-40-016 16 sessions license N-TeliView 4.077313-40-032 32 sessions license Table 1: N-TeliView starter packages
Installation and Setup N-TeliView 4.0 User Guide 3 Installation Customers may purchase one or more additional license packages for the desired capacity of simultaneous N-TeliView sessions. For example, if purchasing the 16 sessions license for a group of 20 people, all 20 workstations can have N-TeliView installed, but only 16 workstations can use N-TeliView at the same time. (see “Upgrading Licenses” on page 4 for installation instructions). Installation and Setup Pre-Installation Checklist Before installation N-TeliView, please review the following checklist: • Make sure that NCS Ware 4.0 has been installed on the NCS Serv system. • Make sure that N-TeliView VM Service has been installed on the NCS Serv system, as discussed in a next subsection. • Make sure that TCP/IP is enabled on both machines. • Make sure the client is able to connect to the server on the network. Installing N-TeliView Voice Mail Service on NCS Serv 1. Insert the N-TeliView CD disk in the network server with NCS Ware installed. 2. Run SETUP.EXE under \N-TeliView Server directory and follow the prompts. 3. If prompted to reboot the system, select NO and click on FINISH. N-TeliView Upgrade License Only Part Number# of (Simultaneous) Session License N-TeliView 4.0 77314-40-004 4 session license N-TeliView 4.0 77314-40-008 8 session license N-TeliView 4.0 77314-40-016 16 session license N-TeliView 4.0 77314-40-032 32 session license Table 2: N-TeliView upgrade packages
Installation 4 N-TeliView 4.0 User Guide 4. Start the VM Services from the Windows Start menu, select Programs N-TeliView VM Service Start N-TeliView VM Service . Installing N-TeliView on a Client System After completing the pre-installation checklist and VM Service installation, proceed as follows on the client machine: 1. Exit any/all Windows applications. 2. Insert the N-TeliView CD into the CD ROM drive. 3. Run the Setup program in the \N-TeliView Client directory and follow the step by step installation instructions as they appear on the screen. Upgrading Licenses To increase the number of simultaneous N-TeliView sessions, follow these steps: 1. Insert the NCS Ware CD into the CD drive. 2. Run the SETUP.EXE in the NCS Ware folder to run the installation program. 3. Select the Upgrade Port License option and click OK . 4. Enter the 20-digit software license key located on the End User License Agreement shipped with your upgrade package and click Next . 5. After the code is validated, the system will confirm that the upgrade was successful and ask if you wish to add additional licenses. You can add additional licenses now or later by following this procedure. 6. You can verify the new number of extensions when you run NCS Admin by selecting About NCS Ware… on the Help menu, then clicking the License Information button to view a window that displays licenses and session information.