NEC Ncs Console User Guide

							 
Installing NCS Console
 
NCS Console
 
 4.0 User Guide
 
 5
 
First Time Login
 
The first time you run the NCS Console application, you should configure 
its operation to meet your needs. Click the 
 
Setup
 
 button in the main 
window to open the Setup window. Refer to “Configuring NCS Console 
Settings” on page 22
 
Extension Settings Apply to NCS Console 
If you have configured your extension settings by way of other NCS Serv 
interfaces, those settings apply when you run NCS Console on your 
extension. For example, if you enable Headset and Manual Answer Mode 
by pressing #82 on your telephone keypad, that setting is active when you 
use NCS Console.
The Handsfree and Headset Mode allows you to answer calls using a 
headset or by speakerphone (with the speakerphone turned on). This is one 
setting you’ll probably want to use in a busy environment. See the 
discussion on page 13. 
						

							 
Getting Started 
 
6
 
NCS Console
 
 4.0 User Guide
 
About the NCS Console Main Window 
When you run NCS Console, you see the main window, an example of 
which is shown here. 
 
Figure 2. NCS Console main window 
						

							 
About the NCS Console Main Window
 
NCS Console
 
 4.0 User Guide
 
 7
 
The main window is composed of the following displays and buttons:
• The
 
 title bar 
 
displays your extension number.
• The 
 
Info
 
 line at the bottom displays information on the current action 
or about errors.
• The 
 
Active Calls
 
 panel shows the status and information about 
currently connected calls, including caller ID and DNIS information if 
available. 
With the Multiple Call Waiting feature enabled for the your extension 
on the NCS Serv, this panel can hold up to 50 concurrent calls.
The call states shown in the status column in the Active 
Calls and other views, are described on page 10.
• The
 
 Parked Calls
 
 panel shows for whom the call is parked, who 
parked it, and the call park ID, a unique number assigned to each call 
parked call that allows the user to pick up the right call.
• The
 
 Dial Pad 
 
provides answering and dialing functions. The Dial Pad 
is disabled when it is not available, for example, when you’re 
connected to a call and haven’t taken some action place it on hold. 
The
 
 *
 
 and 
 
# 
 
keys are always dimmed because they are not sup-
ported in certain networking functions at this time. 
The 
 
Roll Back
 
 button, unique to NCS Console, has a “cancel and 
return” function. 
 
For example, clicking it will drop a Supervised 
Transfer or Conference Call attempt, and reconnect the original call. 
 
• The 
 
Call Handling
 
 buttons provide options such as conferencing, 
transferring, hold and park.
• The 
 
Setup
 
 button accesses the NCS Console Setup windows
• The 
 
Help
 
 button gets online help.
• The right portion of the NCS Console desktop shows details view of 
different activities, each represented by a tab. These views are 
described in the subsequent subsections. 
You can change views in this multi-view panel by clicking on 
a tab or jump from view to view by right-clicking anywhere in 
the main window.  
						

							 
Getting Started 
 
8
 
NCS Console
 
 4.0 User Guide
 
Busy Lamp Field View (BLF tab) 
The panel at the right of the main window contains four tabs. The first tab 
is labeled 
 
BLF, 
 
or 
 
Busy Lamp Field
 
. This display lists only 
 
physical
 
 
extensions on the NCS Serv system. 
You can sort by any of the columns except the Status column by clicking 
the column heading. Clicking the heading repeatedly reverses the sort order 
from descending to ascending and vice versa. 
Besides the extension and name of the extension user, this list displays the 
status of calls, which are described on page 10. 
Further, at the left of each extension is a colored dot: 
• a solid black dot means the extension is in a Do Not Disturb state.
• a solid green dot means the extension is Idle.
• a solid red dot means the extension is busy—off-hook or ringing.
• a red circle means the extension is On Hold.
 
All Extensions View (ALL tab) 
The second tab in the panel at the right is labeled 
 
ALL
 
. 
This panel view displays 
 
all
 
 extensions—physical, virtual and workgroup 
pilots—in the NCS Serv system. 
In addition to the columns that are the same as that of the 
 
BLF
 
 tab described 
in the preceding subsection, an 
 
Extension
 
 column displays the type of 
extension: PH Physical, VR (Virtual), WG (Workgroup).
Also, the status column shows a 
 
black circle
 
 next to the extension number 
for workgroup pilot and virtual extensions.
Further, in this view, an 
 
A
 
 (for Attendant) appears in place of a dot to 
indicate your extension.
As with the BLF view, you can sort by any of the columns except the Status 
column by clicking the column heading. Clicking the heading repeatedly 
reverses the sort order from descending to ascending and vice versa. 
						

							 
Trunk Status View (Trunk tab)
 
NCS Console
 
 4.0 User Guide
 
 9
 
Trunk Status View (Trunk tab) 
The third tab in the panel at the right is the 
 
Trunk 
 
tab.
The Trunk view displays 
 
Location
 
 and 
 
Status
 
. The 
 
location
 
 identifies the 
card ID and port (channel) number on the board. For example, in location 
00:05, the card ID is 0 and the port number is 5.
The Status column states are described on page 10. 
The dots at the left have the following meanings: 
• A black circle means not ready.
• A green circle means idle.
• A red circle means the line is in use, off hook for some reason such as 
on hold, or in an error condition.
If all trunks are busy, the 
 
Trunk
 
 tab title will flash to notify the operator 
that no more trunks are available. 
 
Speed Dial View (SPEED tab) 
The last tab in the panel at the right is the 
 
Speed 
 
tab.
The Speed Dial view displays a list you can set up for speed dialing and 
speed transfers. It is similar to, but more functional than, the system or 
station speed dialing lists in NCS Serv.
You can set up your Speed Dial list as described on page 23.
The columns information is the same as that in the 
 
BLF
 
 and 
 
ALL
 
 views 
above, but there is an additional dot indicator: a solid blue dot represents an 
outside line.
As with the BLF or All view, you can sort by any of the columns except the 
Status column by clicking the column heading. Clicking the heading 
repeatedly reverses the sort order from descending to ascending and vice 
versa. 
						

							 
Getting Started 
 
10
 
NCS Console
 
 4.0 User Guide
 
Call States 
The 
 
Status
 
 column appears in many of the NCS Console panels. The call 
states and their dot indicators [in brackets] can be one of the following. 
Generally stated, red means the line is being used; green means idle.
•
 
AA
 
 (Auto Attendant) [a solid red dot]—a call being transferred to the 
auto attendant.
•
 
Busy
 
 [a solid red dot]—the called party is busy. 
•
 
Conferenced
 
 [a solid red dot]—call participating in a conference call. 
•
 
Connected
 
 [a solid red dot]—a call that is connected to a call or 
extension. 
•
 
Dial Tone
 
 [a solid red dot]—the user’s extension is off-hook. 
•
 
Disconnect
 
 [a solid red dot]—a call is disconnected. 
•
 
Error
 
 [a solid red dot]—there is an error, usually with regard to the 
dialed number. You must hang up to clear this status. 
•
 
Hold
 
 [a red circle]—a call placed on hold by pressing the 
 
Hold
 
 button. 
•
 
Hold Pend
 
 [a red circle]—the status of a call placed on “temporary” 
hold during a call handling process such as conference or transfer 
using the 
 
Call Handling Keys
 
 (other than the 
 
Hold
 
 button). The icon 
for this status is a 
 
red circle
 
.
•
 
Idle
 
 [a solid green dot]—an extension with no current activity and 
available to make or receive calls. 
•
 
In Use 
 
[a solid red dot]—an extension that is busy or in an 
intermediate state (e.g. during a transfer). 
•
 
Park
 
 [a solid red dot]—a call that is parked, being parked or is in a 
Multiple Call Waiting queue. 
•
 
Proceeding
 
 [a solid red dot]—an extension setting up (dialing) a call. 
•
 
Ringing
 
 [a solid red dot]—an 
 
incoming
 
 call that is not yet answered. 
•
 
Setup Call
 
 [a solid red dot]—a call ready for transferring or 
conferencing. 
•
 
VM
 
 (Voice Mail) [a solid red dot]—a call transferred to or in voice 
mail.  
						

							 
Keyboard Shortcuts
 
NCS Console
 
 4.0 User Guide
 
 11
 
Keyboard Shortcuts 
General Tips 
• You can type extension or phone numbers using the keyboard number 
keys or the number pad.
• Once you are in any of the panel views you can use the keyboard arrow 
keys to scroll through and select a desired call or extension.
• Clicking the 
 
Roll Back
 
 button with a number in the dial pad phone box 
selects the number for copying or deleting.
 
Specific Keyboard Shortcuts 
Call Handling Function/
Button
 
1
 
1. The limitations that apply to all calls also apply to these shortcuts: 
while connected to a call, you cannot place another call, but you can 
answer another incoming call. To place or answer a call, your phone 
must be off-hook.
 
Keyboard 
Short CutNumber Pad 
Short Cut
 
2
 
2. To use the numeric keypad functions, the Num Lock must be on.
 
Hang-Up Alt-h .
Dial Alt-d Enter
Roll Back  Alt-r -
Answer Alt-a +
Blind Transfer  Alt-b /
Supervised Transfer Alt-s *
Park Alt-p
Overhead Paging Alt-x
Hold Alt-o
Voice Mail Alt-v
Conference Alt-c
Auto Attendant Alt-u
Clear Dialed Number  Delete 
						

							 
Getting Started 
 
12
 
NCS Console
 
 4.0 User Guide
 
Mouse Shortcuts 
You can use several mouse shortcuts. The limitations that apply to all calls 
also apply to these shortcuts: while connected to a call, you cannot place 
another call, but you can answer another incoming call. To place or answer 
a call, your phone must be off-hook. 
• Double-click an extension in any list of extensions to call that 
extension. 
• Double-click an incoming call (Ringing state in the Active Calls list) 
to answer it.
• Double-click a call on Hold (Hold state in the Active Calls list) to pick 
it up.
• Double-click an incoming call to another extension to redirect it to 
your extension. 
• While you’re connected to a call, double-click another call to put the 
first call on hold and take the new one. 
• If you double-click a call with the Hold Pend status, it is the same as 
clicking the 
 
Roll Back
 
 button. That is, this action cancels a Supervised 
Transfer attempt or a Conference attempt and reconnects you to the 
original call. 
						

							 
A General Procedure
 
NCS Console
 
 4.0 User Guide
 
 13
 
Handling Calls
 
A General Procedure 
In general, the steps in handling a call in NCS Console are as follows:
1.
 
Select the call
 
.
2.
 
Select the operation
 
 such as Blind Transfer, Park, Hold, etc.
3.
 
Select the destination
 
 extension or outside number where the call 
should be sent.
4. Click the 
 
Dial
 
 button or press 
 
Enter
 
 on the keyboard.
 
Double-clicking the destination number
 
 
 
in step 3 completes the action and 
eliminates the need for step 4. Some actions, such as conferencing, are 
somewhat more complex.
 
Headset or Hands Free Call Handling 
You can perform the basic functions such as dialing and answering in 
NCS Console without having to pick up the telephone handset. To do so, 
you must enable the 
 
Handsfree and Headset Mode
 
 (#82) for your 
extension. There are two different methods for using this feature:
• The receiver can be on-hook and the speaker phone turned ON, or 
• You can use a headset. Depending on the telephone used, the speaker 
phone may have to be on or off for headset operation
In this mode, you can answer calls using the 
 
Answer
 
 button or make a call 
using the 
 
Dial
 
 button, or you can use their keyboard shortcut equivalents.
You must be off-hook to use the on screen buttons. If the speaker phone is 
off and the handset is on-hook when you try to answer a call using the 
 
Answer
 
 button, or if you try to place a call using the 
 
Dial
 
 button, 
NCS Console will display an 
 
Invalid Operation
 
 error message in the 
 
INFO
 
 line.  
						

							 
Handling Calls 
 
14
 
NCS Console 4.0 User Guide
Dialing
In the NCS Console main window, you can dial as follows:
1. Type a number using the keyboard number keys or the numeric 
keypad, or click numbers on the dial pad, or select a number in one of 
the view panels (BLF, All, or Speed).
2. Click the Dial button, or press Alt-d or the Enter key on the keyboard. 
The Double-Click Shortcut
If you’re calling a number in one of the view panels (BLF, All, or Speed), 
simply double-click the number.
If the call is to an outside number, enter the entire phone number, including 
the trunk access code and area code if necessary. 
Answering Calls
You can answer a call simply by picking up the receiver. Use the Answer 
button or double-clicking to answer calls without picking up the phone.
Answering Calls without Using the Phone Hand Set
If it isn’t already enabled, turn on the Hands Free and Headset Mode as 
discussed on page page 13. 
• When you get a ring, click the Answer button or press Alt-a on the 
keyboard or the + key on the numeric keypad to answer the call 
through the speaker phone or headset. 
• To answer a call with the Ringing status in the Active Calls list, 
double-click it. 
Answering Calls when You’re Already Connected
If you take a Ringing call in the Active Calls list by double-clicking it while 
you are already connected to a call, that call is placed on hold while you 
connect to the new call.