NEC Ncs Serv User Guide
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NCS Serv User Guide Software Version 4.0 Part No. 77000SUG05 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 NCS Ware 4.0 User Guide i Contents C HAPTER 1 NCS Serv Telephone Functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Basic Functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Making Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Answering Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Putting a Call on Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Transferring Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Centrex Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Conference Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Consultation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Call Park . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 System Call Park and Silent System Call Park. . . . . . . . . . . . . . . 5 Single Call Waiting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Multiple Call Waiting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 System Callback (to Remote Location) . . . . . . . . . . . . . . . . . . . . 7 Using NCS Serv VoIP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Calling a Remote Extension Directly over IP. . . . . . . . . . . . . . . . 7 Calling Remote Auto Attendant or Operator . . . . . . . . . . . . . . . . 7 Calling a Remote Number (Hop Off Dialing) . . . . . . . . . . . . . . . 8 Voice Over IP Trunk Call Support . . . . . . . . . . . . . . . . . . . . . . . . . 9 Supported Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Remote Locations IP Dialing Chart . . . . . . . . . . . . . . . . . . . . . . . . 11 Using Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Answering Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 NCS Mail Quick Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Making Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Call Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Workgroup Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Workgroup Supervisor Features . . . . . . . . . . . . . . . . . . . . . . . . . 16 Other Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Operator Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 Call Handling and the Auto Attendant . . . . . . . . . . . . . . . . . . . . 18 Checking the General Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . 18 Operator on Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 Operator Off-line . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Table of Contents ii NCS Ware 4.0 User Guide C HAPTER 2 Using NCS Mail Voice Messaging . . . . . . . . . . . . . . . . . . . . . . . . . . 21 Logging In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 Transfer to NCS Mail Feature . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Returning to Auto Attendant from NCS Mail . . . . . . . . . . . . . . 23 NCS Mail Main Menu Options . . . . . . . . . . . . . . . . . . . . . . . . . 23 Listening to Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 Sending Messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Making a Call from within NCS Mail . . . . . . . . . . . . . . . . . . . . 25 Personal Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 Recording Greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 Changing your Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 Using Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 Using Reminder Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 Call Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Feature Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Using Distribution Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Enable/Disable IP Extension . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 Dynamic Messaging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 N-TeliCall . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Private Messaging. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 NCS Mail Mixed-Media Messaging . . . . . . . . . . . . . . . . . . . . . . . 35 Accessing NCS Mail Mixed-Media Messages . . . . . . . . . . . . . . 35 C HAPTER 3 Using N-TeliTouch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39 Logging In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39 The Main Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40 Setting Call Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42 Speed Dial Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44 CallView . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44 Workgroup View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47 Message Notification Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49 N-TeliFind, One Number Access . . . . . . . . . . . . . . . . . . . . . . . . . 50 Telephone Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . v NCS Mail Quick Features : . . . . . . . . . . . . . . . . . . . . . . . . . . . . . v Making Calls: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . v Answering Calls: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . v Call Management: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . v Workgroup Features: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . vi Workgroup Supervisor Features: . . . . . . . . . . . . . . . . . . . . . . vi Other Features: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . vi
Table of Contents NCS Ware 4.0 User Guide iii Telephone Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . vii NCS Mail Quick Features:. . . . . . . . . . . . . . . . . . . . . . . . . . . . vii Making Calls: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . vii Answering Calls: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . vii Call Management: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . vii Workgroup Features: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . viii Workgroup Supervisor Features: . . . . . . . . . . . . . . . . . . . . . viii Other Features: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . viii
Basic Functions NCS Ware 4.0 User Guide 1 Telephone Functions Chapter 1 NCS Serv Telephone Functions NCS Serv provides a broad range of call-handling and dialing features. For the most effective use the system, you will want to browse through this section and keep it handy for future reference. This guide refers to the FLASH button on the telephone device.The flash function is the off-hook flash used, for example, to take the other call in a simple call-waiting situation. Some telephones may provide a LINK or similarly labelled button that provides the same function. Basic Functions Making Calls • To make an internal call to another extension, lift the handset off- hook, wait for dial tone and dial the extension number. • To make an external call, lift the handset off-hook, wait for dial tone, dial the designated outside line access digit and dial the phone number. The outside line digit(s) are provided by your administrator. Answering Calls When the telephone rings, lift the handset off-hook and speak into the transmitter. There may be different rings depending on who is calling. When Distinctive Ringing is enabled on your system, three different ringing patterns may be heard: • Internal Call = short double rings • External Call = long single rings between long pauses • Operator Call = long single rings between short pauses Putting a Call on Hold While connected to a call, there are 2 ways to put a call on hold:
NCS Serv Telephone Functions 2 NCS Ware 4.0 User Guide 1. System Hold - Press the FLASH button. If the system is set up to play music on hold, the outside party will hear music. DO NOT HANG UP (hanging up will disconnect the call) Press the FLASH button again to re-connect to the call. 2. Extension Hold - Press the HOLD button (if your phone has one). This connects a holding circuit across the line. Hang up the handset. This will not disconnect the call. Nothing is heard by the outside party when placed on hold this way. To reconnect to the call, lift the handset off hook. Transferring Calls To transfer the currently connected call: 1. Press the FLASH button. 2. At the dial tone, dial the third party’s extension number, or if permitted, a trunk-line access prefix and an external phone number. 3. When the third party answers, announce the call or simply hang up. When hanging up, use the Release button if available or keep the hook-flash down for a couple of seconds to make sure the call is transferred. To abort the transfer and reconnect to the original caller, press FLASH again before the transfer is complete. Centrex Transfer If you have a Centrex line, you can use this feature to transfer an external call to an outside number without having to tie up two trunk lines. Once the transfer is complete, the external caller’s line connects directly to the outside number. Since there are no longer any connections to internal users, internal trunk lines are then dropped, freeing up system trunk line resources for other calls. To complete a Centrex transfer: 1. Press FLASH , then * . 2. Dial the second party’s phone number (no need to dial the prefix for trunk-line access such as 9 ) and either hang up or announce the call. 3. Once you place the handset back on-hook, the trunk line also drops and Centrex completes the transfer.
Basic Functions NCS Ware 4.0 User Guide 3 Telephone Functions Transferring Calls into NCS Mail To send an outside call into the NCS Mail Voice Messaging system, press FLASH # 4 0 . Transferring Calls Directly to a User’s Voice Mailbox To transfer a call directly into a user’s voice mail, press FLASH ## and the user’s extension number. When you transfer a call this way, you do not need to set the user’s station on Do-Not-Disturb or wait for the telephone to finish ringing. Transferring Calls to an Auto Attendant To transfer a call to the Auto Attendant, press FLASH # 15 and the two or three digit Auto Attendant number. For example, if 01 is the initial greeting to which you want to send the user, press FLASH # 1 5 0 1 . Conference Calls You can place conference calls including up to 5 other parties, and you can speak privately with each party before adding them to the conference call. Any internal user is able to add parties to the conference call. The quality of the conference call depends on the quality of service available with the local telephone company. To initiate a conference call while connected to the first party: 1. Press FLASH . 2. At the dial tone, dial the next party’s phone number. 3. Wait for the third party to answer and announce the conference call. 4. Press # to put all three parties into the conference call. 5. During conferencing, any internal conference participant may press FLASH , dial the next party’s number, and press # to bring the person into the conferencing session. There are some system technical restrictions on conference calls. On each Quantum board, the extensions assigned to the board can be involved in a maximum of 3 different conferences. For example, if extensions 101 - 110 are all on the same board, 101, 105, and 107 could be involved in one conference call, while 104 and 108 were on another, and 109 and 102 were on a third call.
NCS Serv Telephone Functions 4 NCS Ware 4.0 User Guide Depending on the type of board, the each Quantum board could run up to 4, 8, or 12 extensions. There is no limit to conferencing extensions from the same board. For all conferences on a single board, the system allows up to 4 extensions total from any of other boards, in any combination, at any one time. For example, if Conference #1 includes 4 extensions from other boards, Conference #2 and #3 cannot have any. If Conference #1 includes only 2 extensions from other boards, 2 other extensions could be used by Conference #2 or #3. If these limits are reached, the system rejects attempts to conference additional parties to the call. Consultation To place the caller on hold and speak with a person at another extension: 1. Press FLASH and dial the extension number of the person you wish to speak with. 2. When you are finished, press FLASH again to disconnect the consultation and return to the original caller. Call Park You can park calls and then pick them up at your current extension or another extension. After a time-out period—set in the NCS Ware Administrator—parked calls ring the extension at which they are parked. To park a call: 1. Do one of the following: • To park the call at the current extension, press FLASH # 31 and hang up. • To park the call at another extension, press FLASH # 31 followed by the extension number. For example to park the call at ext. 487, press FLASH # 3 1 4 8 7 . 2. To pickup the parked call, press # 31 followed by the extension number of the station where the call is parked.