NEC Ncs Serv User Guide

							 
Basic Functions
 
NCS Ware
 
 4.0 User Guide
 
5
 
Telephone 
Functions
 
System Call Park and Silent System Call Park 
System Call Park
 
 allows user to park a call at a public “location” by 
entering 
 
FLASH #41
 
. The system announces where the call is parked—a 
location number. Calls parked by a user will ring that user’s extension after 
the time-out period expires.
You can enable the
 
 Silent System Call Park
 
 feature to by pressing 
 
#73
 
 on 
your telephone keypad. This feature is used to 
 
disable
 
 the system from 
announcing the “location” of a call when using the 
 
System Call Park 
 
feature. This announcement can be confusing when using a graphic 
interface applications such as NCS Console or N-TeliView. This feature 
also eliminates having to wait for the location number to be announced 
before moving on to the next task. 
To retrieve the parked call, press 
 
# 4 1
 
 and then dial the announced location 
number where the call was parked.
 
Single Call Waiting 
To use call waiting, it must have been enabled either for the system in the 
NCS Ware Administrator or by the user in N-TeliView or N-TeliTouch. 
The latter is described in “Setting Call Management” on page 42. 
If a call comes in while you’re on the telephone, the system will beep up to 
three times over a 24 second period before the call is routed into voice mail. 
To answer the call:
1. Press 
 
FLASH
 
 to put the first call on hold and simultaneously connect 
to the waiting call.
2. Press 
 
FLASH
 
 again to return to the first call. (You may continue to 
press 
 
Flash
 
 to go back and forth between the calls.)
With Single Call Waiting enabled, you cannot transfer or park an existing 
call before answering a waiting call.
 
Distinctive Call Waiting Tone 
If the Distinctive Call Waiting Tone option is enabled by the system 
administrator, you may receive one of three different call waiting tone 
cadences that distinguish the types of call waiting.:
• Internal Call = two tones
• External Call = one tone
• Operator Call = three tones 
						

							 
NCS Serv Telephone Functions
 
6
 
NCS Ware
 
 4.0 User Guide
 
Multiple Call Waiting 
This feature enables a “personal” queue that allows you to handle multiple 
incoming calls by letting callers wait in queue until you answer the call. 
When this feature is enabled, you can transfer or park the current call before 
answering the next call in queue.
Multiple Call Waiting must be enabled for your extension by the system 
administrator before it can be used.
Before being placed in queue, the caller hears an 
 
Initial Greeting
 
. Once in 
the queue, the caller hears a 
 
Subsequent Greeting
 
 every 30 seconds. You 
can change or customize these greetings in NCS Mail at the 
 
Personal 
Options
 
 menu as described in “Recording Greetings” on page 26. 
In queue, the callers can press pound (
 
#
 
) to exit the queue and leave a voice 
mail message or, if your organization has an operator, press 
 
0
 
 for the 
operator. You may want to remind users of these options in the greetings.
To answer calls in a Multiple Call Waiting situation:
• During a call, you will hear an alert tone (audio beep) for each new call 
that is added to the queue. 
• If 
 
you
 
 hang up, the telephone will ring with the next caller in queue.
• If the first 
 
caller
 
 hangs up, you will hear a fast busy tone which 
indicates that there is a another call in queue. To pickup the call, press 
the 
 
FLASH
 
 key.
1. To park or transfer a call before answering the next call, press the 
 
FLASH
 
 key and do one of the following:
• To 
 
transfer
 
 the call, enter the extension or phone number and hang 
up. 
• To 
 
park
 
 the call using 
 
Personal Call Park
 
, press
 
 # 31
 
, enter an 
extension number 
 
only
 
 if you want to park the call at an extension 
other than your own, and then hang up (see page 4).
• To 
 
park the call using System Call Park, press # 41, note the 
parked call “location” number, and then hang up.
2. Answer the next call in queue; it will ring after you disconnect the 
previous call.  
						

							Using NCS Serv VoIP
NCS Ware 4.0 User Guide7
Telephone 
Functions
System Callback (to Remote Location)
You can have NCS Serv call you back at a remote location. This is useful 
for mobile users who don’t want to accrue expensive toll charges while 
traveling, especially from international locations where there is no access 
to toll-free numbers.
In order to access this feature, System Callback must be configured in the 
Auto Attendant by the system administrator.
To use the System Callback feature:
1. Call the NCS Serv system you want to call you back.
2. Using the Auto Attendant, select the System Callback option.
3. When prompted, enter your extension number and password.
4. Enter the number for NCS Serv to call you back and press # at the end 
of the number. When you enter the number, it should be exactly as 
NCS Serv will dial it back; enter a 1 and the area code if it is a long 
distance number or 011 and the country code if it is an international 
number. You do not need to enter an outside line access digit (e.g. 9).
5. Hang up. NCS Serv will call you back at the number you specified.
6. When prompted, enter your password. At successful login, you are 
connected to the Auto Attendant.
Using NCS Serv VoIP
Calling a Remote Extension Directly over IP
To call a remote extension directly over IP:
1. Dial the IP trunk access code (e.g. 8).
2. Dial the destination ID (e.g. 1 to select site 1), if applicable.
3. Dial the destination extension number (e.g. 101).
Calling Remote Auto Attendant or Operator
If the remote system is configured to connect incoming calls to an operator 
or Auto Attendant (and not to a person’s or workgroup extension), you can 
connect with the operator or Auto Attendant as follows: 
						

							NCS Serv Telephone Functions
8NCS Ware 4.0 User Guide
1. Dial the IP trunk access code (e.g. 8).
2. Dial the destination ID (e.g. 1 to select site 1), if applicable.
Calling a Remote Number (Hop Off Dialing)
If your NCS  Ware systems are configured to allow Hop Off dialing—using 
a remote trunk to place an outgoing call—you can do that as follows: 
1. Dial IP trunk access code (e.g. 8).
2. Dial the remote system ID digit (e.g. 3 for site 3).
3. Dial *, which selects the PSTN trunk with the lowest value in the 
access code.
4. Dial the phone number (e.g. 14085551212).
5. Optionally, press # to indicate the end of the phone number. This will 
speed up the call.
For example, to call 650 555-4444, using your local IP trunk access code 
of 8 and the remote system with an ID of 3, you would dial 8 0 * 
16505554444#, this will call 14085551212 using a CO trunk on the remote 
system.
You can also replace the * with a 9 to select the remote access 
trunk access code 9. The specific trunk access code only 
works for ‘9.’ You cannot select ‘8’,’ 7,’ or ‘6,’ etc., as the 
trunk access code using this dialing method unless the remote extension for 
this system is set to ‘unknown.
Note:The remote Extension Length must be always be set to None for 
the remote system entry, if using Hop Off Dialing.
Hop On Dialing to a Remote Extension
To hop onto a remote extension: 
1. The incoming call must come in over T1 or the CO to an extension.
2. The extension is set up to forward over IP to the remote extension. 
						

							Voice Over IP Trunk Call Support
NCS Ware 4.0 User Guide9
Telephone 
Functions
Voice Over IP Trunk Call Support
If your system is set up with Voice Over IP, you can use the following 
trunk-related NCS Serv features during IP trunk call sessions.
Supported Features
The following features are supported while dialing through IP trunks:
•Incoming and Outgoing Trunk Calls - you must dial the IP trunk 
access code to make outgoing calls via an IP trunk.
•Call Transfer To and From IP Trunk (Blind and Supervised) - 
you must dial the IP trunk access code and all necessary prefixes to 
transfer calls via an IP trunk.
•N-TeliFind, One Number Access - when entering “outcall” 
numbers via N-TeliTouch or NCS Admin, you must add the IP 
Trunk Access number. For example, if you want NCS Serv to dial 
the extension 300 at a remote NCS Serv where the location ID 
(Dialed Digits) is 1 and the IP trunk access code is 8, you must enter 
81300 as the outcall number.
•Message Notification
•Reminder Calls
•Multi-Location Conferencing
•Call Park
•Call Waiting 
•Call Forwarding 
•Automatic Call Distribution
•Auto Attendant
•System CallBack over IP Trunk
•Calling Out from Voice Mail 
•N-TeliCall- allows the caller to leave a different extension number 
as the callback number. If the callback number of a call from 
another NCS Serv is available and automatically captured, 
NCS  Serv only announces the extension number but connects to the 
correct remote NCS Serv. 
						

							NCS Serv Telephone Functions
10NCS Ware 4.0 User Guide
•Dial Last Caller - NCS Serv will use an IP trunk to dial the last 
caller if that call was received via an IP trunk.
•Call Restrictions
•Speed Dialing - be sure to enter all appropriate prefixes such as IP 
trunk access code, Dialed Digits, etc.
•Call Accounting
•Caller ID - displays location and extension number. If an incoming 
call is from an unspecified IP host, the IP address is used instead of 
location name.
•Voice Mail
•Microsoft Exchange Integration
•NCS Console Client Support - you can use NCS Console to 
handle calls to and from IP trunks.
•N-TeliTouch Support - all features accessible via N-TeliTouch 
(N-TeliFind, Message Notification, etc.) can be used with IP trunks. 
Call View and Workgroup View windows also show call activities 
over IP trunks.
•N-TeliView / N-TeliView IP Extensions 
						

							Remote Locations IP Dialing Chart
NCS Ware 4.0 User Guide11
Telephone 
Functions
Remote Locations IP Dialing Chart
To use IP trunks to dial remote NCS Serv locations, generally you need to 
know the IP trunk access code, the remote location ID (the digit(s) you dial 
to reach the remote server), and the remote extension you want. You can 
use the following chart to list the IDs and extension lengths for each remote 
NCS Serv system. 
IP Trunk Access Code:    (e.g. 8) 
Location/DestinationRemote Loc. ID)
(Dialed Digits)Extension Length 
(at remote location)
 (example) San Jose 1 3
 (example) Seattle 2 3 
						

							NCS Serv Telephone Functions
12NCS Ware 4.0 User Guide
Using Feature Codes
The following sections describe additional telephone features used for call 
handling and management. To use any of these features,
1. Lift the handset off-hook and wait for the dial tone.
2. Dial the keys indicated in the “DIAL” column.
Answering Calls
Feature Dial*Description
Individual Call 
Pickup #29
Connects to the local set with extension number 
.
System Call 
Pickup 
(any ringing 
phone)#30Connects the call of any ringing telephone to the 
local set.
Personal Call 
ParkFLASH 
#31, then 
hang up; 
OR 
FLASH 
#31 , 
then hang 
upParks the call to later pick up from this or another 
station. Or park the call at another station by 
pressing FLASH #31 and the extension number 
of the other station. You can have up to 50 calls 
parked per station simultaneously. Parked calls 
ring the extension upon time-out. Time-out time 
is configurable, with a default of 2 minutes.
Personal Call 
Park Pickup#31
Picked up the call parked at extension number 

System Call Park FLASH
#41Park a call at a public “location” station by 
entering FLASH #41. The system announces 
where the call is parked (a location number). 
Calls parked by a user will ring that user’s 
extension upon time-out after 2 minutes.
System Call Park 
Pickup#41
Pick up the system parked call at location number 
 
						

							Using Feature Codes
NCS Ware 4.0 User Guide13
Telephone 
Functions
Hands Free 
Intercom Mode#81Allows you to receive calls through the speaker 
phone without having to pickup the handset to 
answer. The system will connect the call 
automatically within one ring. 
Outside calls will ring the telephone and you 
must answer manually by pressing the Flash key. 
You can use the handset to answer if that is 
preferred.
Caution, Security Issue: If you are away from 
your desk for a moment, or if the ringer is off, you 
may not be aware that a call has come in and the 
caller is connected and listening to whatever 
conversation you are having. 
Pressing #81 activates, pressing #81 a second 
time deactivates this feature. 
You must use a speaker phone, and the speaker 
must be turned on to use this feature. When a call 
comes in, you hear a ringing tone from the 
speaker, and the call is automatically connected. 
Handsfree Man-
ual Mode (for 
headset use)#82Allows you to receive internal and external calls 
through a headset (or speaker phone). It is 
intended to be used with a PC desktop user 
interface such as NCS Console, N-TeliView or 
Center. 
The call is not answered automatically. You must 
press FLASH (or Link) or use the Answer 
button in N-TeliView (or double-click the call) to 
take the call. 
You must use a speaker phone, and the speaker 
must be turned on to use this feature. If the 
speaker phone is not on, the telephone still rings, 
but you must answer using the handset.
Pressing #82 activates, pressing #82 a second 
time deactivates this feature.
*  = extension num.;  = 2-digit num.;  location num. 
						

							NCS Serv Telephone Functions
14NCS Ware 4.0 User Guide
NCS Mail Quick Features
The following voice messaging features are accessible in the same way as 
telephone features, without having to login to NCS Mail.
Making Calls1
Feature Dial Description
Greeting Menu # 11 
Follow the system prompts to change your 
greeting.
Password Menu # 28Follow the system prompts to change your 
password.
Feature Dial
*
*  = extension num.;  = 2-digit num.;  location num.; 
 = character stringDescription
Dial by Name #34
 #After entering #34, enter the letters of the 
name beginning with last name, followed 
by the first name, followed by #. Use 1 for 
Q and Z. The system searches for a unique 
name and calls the extension associated 
with the name.
Station Privilege Over-
ride#35 
 
 To have your own calling privileges at that 
telephone set for the next call only. After 
the call, the telephone set returns to its 
original call restrictions. 
Dial Last Caller #69Dials the last incoming call number. 
Station Speed Dial #77 Dials the 2-digit speed dial number . 
See “Station Speed Dial Setup” on page 
17.
System Speed Dial #88 Dials the 2-digit system-wide speed dial 
number . 
Last Number Redial #99Saves and redials the last number dialed.
1 If you are unable to make calls within certain area codes, check with your Sys-
tem Administrator for any toll restrictions placed on codes and dialing prefixes.