NEC Ncs Console User Guide
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NCS Console For NCS Ware Release 4.0 User Guide Part No. 77000CON04 April 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 NCS Console 4.0 User Guide i Contents Warranty . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . iii Before You Begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 About NCS Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 New in Version 4.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Package Contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Before You Install NCS Console . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Installing NCS Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Extension Settings Apply to NCS Console . . . . . . . . . . . . . . . . . 5 About the NCS Console Main Window . . . . . . . . . . . . . . . . . . . . . . 6 Busy Lamp Field View (BLF tab) . . . . . . . . . . . . . . . . . . . . . . . . . . 8 All Extensions View (ALL tab) . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Trunk Status View (Trunk tab) . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Speed Dial View (SPEED tab) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Call States . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Keyboard Shortcuts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Mouse Shortcuts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Handling Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 A General Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Headset or Hands Free Call Handling . . . . . . . . . . . . . . . . . . . . . . 13 Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Answering Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Answering Calls without Using the Phone Hand Set . . . . . . . . . 14 Answering Calls when You’re Already Connected . . . . . . . . . . 14 Answering Calls to Other Extensions . . . . . . . . . . . . . . . . . . . . . 15 Hanging-Up . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Hold and Hold Pending . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Transferring Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Blind Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Supervised Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Table of Contents ii NCS Console 4.0 User Guide Transfer to Auto Attendant. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 Transfer to Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 System Call Park . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Conference Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 Overhead Paging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 Configuring NCS Console Settings . . . . . . . . . . . . . . . . . . . . .22 Setting Your Extension Number . . . . . . . . . . . . . . . . . . . . . . . . 22 Setting the Auto Attendant Number . . . . . . . . . . . . . . . . . . . . . . 22 Setting NCS Console Behavior and Overhead Paging. . . . . . . . 23 Setting Speed Call List Entries. . . . . . . . . . . . . . . . . . . . . . . . . . 23 Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . I
NCS Console 4.0 User Guide iii 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 iv NCS Console 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.
About NCS Console NCS Console 4.0 User Guide 1 Before You Begin About NCS Console NCS Console is an attendant console application for a client system or personal computer running Microsoft Windows 95/98/2000 or Windows NT (Server or Workstation) 4.0 with Service Pack 6a (or higher). It connects to NEC’s NCS Serv, the telephony server, running NCS Ware Release 4.0 or higher. This can simultaneously support up to three (3) operators on the same NCS Serv system. However, you must purchase a copy of NCS Console for each operator. NCS Console provides the following call handling functions: • Placing and answering calls • Placing Calls on Hold • Transferring Calls (Blind and Supervised Transfers) • Transferring Calls to Voice Mail • Transferring Calls to Auto Attendant • Conference Calls (with up to six total parties) • Parking Calls • Accessing Overhead Paging, if that is available on your system New in Version 4.0 • Incoming calls are displayed with the user name associated with DNIS/DID numbers, if the name is assigned. If there is no name assigned, the number itself is displayed. • A trunk view displays the status of trunk lines, telling which are in use and by whom. • Extension status views are updated for users logging on or off in real time and automatically. • The Parked Calls list displays the name of the person who parked the call and the duration of the call park. • Overhead paging can use a trunk line, if it’s available and configured.
Before You Begin 2 NCS Console 4.0 User Guide Functional Changes In addition to new features, some existing functions have changed in response to user needs and requests. • The Hang Up button can only disconnect calls on your extension. • Call handling functions now operate on a currently connected call only, with the exception that Overhead Paging simply requires that you have a dial tone. • When there is a Ringing status, you can now pick up both Ringing and Hold calls. • The user’s extension must be off hook to place a call. Package Contents The following items are included in the NCS Console package: • NCS Console 4.0 CD ROM • NCS Console 4.0 User Guide • NCS Console End User License Agreement Make sure you have all items listed above. If anything is missing or damaged, please contact your Authorized NEC Dealer. System Requirements The client system must meet the following minimum requirements: • Windows 95/98/2000 or Windows NT 4.0 (Server or Workstation) with Service Pack 6a (or higher) installed. • Intel 166 MHz or faster Pentium processor • 30 MB available hard disk drive space • 64 MB DRAM
Before You Install NCS Console NCS Console 4.0 User Guide 3 Before You Install NCS Console • NCS Ware Release 4.0 or higher must be installed on the NCS Serv system to which the NCS Console client will connect. • In NCS Admin, the operator’s extension should be configured to enable Multiple Call Waiting as an Answering option. Also, configure the extension’s Busy Call Handling and No Answer Handling . • The client system should be connected to the NCS Serv system over the LAN. Installing NCS Console 1. Insert the NCS Console CD into the CD-ROM drive. 2. Run the Setup program and follow the installation instructions as they appear on the screen.
Getting Started 4 NCS Console 4.0 User Guide Getting Started Starting NCS Console Start NCS Console from the Start | Programs menu. The login dialog box will appear. In order to run NCS Console, NCS Serv server must be up and running. While NCS Serv is running, the data you see in your NCS Console windows is refreshed and updated. If NCS Serv is stopped in the middle of an NCS Console session, you will be prompted to close your session. Figure 1. Console Log In dialog box • Inter the name of the NCS Serv server. Ask you network administrator if you do not know the name of the server. • Enter your extension number. You can only use a physical extension number when logging in. Although this physical extension can belong to workgroups (e.g. operator workgroup), NCS Console will only display calls for the physical extension it controls, and not calls in queue for any workgroups that the physical extension may belong to. (However, once the call in a workgroup queue rings your physical extension, the call appears in NCS Console.) • Enter your password and click on OK. Note: Password protection was added to NCS Console in version 4.0