NEC Ncs Serv User Guide
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Using Feature Codes NCS Ware 4.0 User Guide15 Telephone Functions Call Management Feature Dial* * = extension num.; = 2-digit num.; location num.; = extension or complete phone number Description Station Log Out #26 Deactivates, shuts off, your extension, forwarding all calls to voice mail. This feature can be used to move your extension from your telephone set to another telephone set in the office. Station Log In #27 Reactivates your extension at your original telephone set or another one. If using a different telephone set, that set must be deactivated for any prior extension. #27 can also be used to hear the currently active extension number for the telephone set. Account Code (before calling)#32 , After entering the account number, a maximum of ten digits, make the call when you hear the dial tone. This feature can be used for client billing purposes. The System Administrator should assign all account codes in order to prevent duplication of codes by different users. Account Code (during a call)FLASH (wait for dial tone) #32 #Press FLASH, wait for the dial tone, enter #32 and the account code followed by #. You will then be reconnected to the call. Do Not Disturb / Deactivate Do Not Disturb#33Activates Do Not Disturb when it’s off, deactivates it when it’s on. While activated, all calls are forwarded to voice mail. Call Forward- ing#36 #Forwards all call to the destination, which can be an internal extension or external phone number including access code, long distance prefix and area code. To deactivate forwarding, press #36 again, or deactivate from within NCS Mail. There is a 1-Hop limit to call forwarding, as discussed on page 42. Remote Call Forwarding (follow me)#37 When you’re on a telephone station other than your own, forwards your calls to the current station. Multiple users can forward to the same extension. Deactivate it by pressing #37 again on the same telephone set.
NCS Serv Telephone Functions 16NCS Ware 4.0 User Guide Workgroup Features Workgroup Supervisor Features 1 Feature Dial* * = workgroup pilot extension num.; Description Workgroup Call Pickup#29 Pickup incoming calls for your workgroup and ignore other calls into the system. Workgroup Log In #54 For workgroup members only: Logs in to a workgroup. Workgroup Log Out #56 Logs out and block workgroup calls but receive other calls to your extension. Status Ready † † Features added in version 4.0#90Tells the system your extension is ready to receive workgroup calls. This can be used to end a call Wrap Up Time delay. Status Not Ready †#91Tells the system not to route workgroup calls to this workgroup extension. Feature Dial * * = workgroup pilot extension num.; Description Workgroup Silent Monitor#59 + + + + 1Listen to calls coming into the specified workgroup. Not used on outgoing calls. Workgroup Barge In#59 + + + + 2Intervene in a conversation between an agent and an incoming caller. 1These features were added in version 4.0. They also require a Triton Resource Board and system setup to allow monitoring and barge in.
Using Feature Codes NCS Ware 4.0 User Guide17 Telephone Functions Other Features Feature Dial* * = 2-digit num; = extension or complete phone number, including trunk or route access codeDescription Feature Status Check#22Retrieves an announcement about currently activated telephone features. In addition, the dial tone changes also when the following features are activated: Do Not Disturb, Call Forwarding, Remote Call Forwarding, Hands- Free Mode, Dial Tone Mute Mode, Outside Call Blocking (Operator only) and Operator Off-line (Operator only). Station Speed Dial Setup#25 #Program a station speed dial phone number assigned to a 2-digit dialing number between 00 and 19. The phone number can be up to 20 digits, and must include all necessary digits such as outside line access digit, 1 for out of area numbers and the area code. When you have finished, press #. Hang up when done, or you can continue to set up other speed dial numbers by pressing # again. Overhead Paging #44If available on your system, connects to the overhead broadcast device. Speak into the handset and hang up when finished. Overhead Paging by Trunk#45If available on your system, directs a call to a particular trunk with a paging ID broadcast. Allows broadcasting through a trunk without checking call progress. Feature Tips #55Plays helpful tips and reminders for optimal use of NCS Serv. There are eleven tips total and a different one is played each time you access Feature Tips. See page 30 for more information. Silent System Call Park#73Disable the system from announcing the “location” of a call when using the System Call Park feature. See page 5.
NCS Serv Telephone Functions 18NCS Ware 4.0 User Guide Operator Features This section is provided specifically for the designated Operator. Depending on your organization, this may be a single person or a number of people. Call Handling and the Auto Attendant If your system uses the Auto Attendant, it can handle and route incoming calls automatically with prompts and menus; most incoming calls do not reach the Operator. The call will ring at the Operator’s desk if the caller dials 0 while listening to options given by the Auto Attendant. The sections at the beginning of this chapter offer instructions on basic answering, putting calls on hold, and transferring calls. Checking the General Mailbox The System Administrator may set up a General Mailbox where callers can leave messages if they do not know who to speak with or when the Operator is unavailable. This mailbox works like any other voice mailbox and has an extension number and password. Be sure to check this mailbox frequently and forward messages to the appropriate person as soon as possible. Operator on Hold To place a call on hold, do one of the following: • Press the FLASH button to play music on hold, or • Press the HOLD button to place the caller on hold without music. If a call is placed on hold at the Operator’s desk, subsequent calls to the Operator can be routed to the next extension in a queue, sent to a voice mail (the General Mailbox), or placed into a new queue. Be sure to fully understand your organization’s customized call processing procedures.
Operator Features NCS Ware 4.0 User Guide19 Telephone Functions Operator Off-line When the Operator Off-line feature is activated, all calls are directed to the Auto Attendant. When callers dial 0 in the Auto Attendant, the system transfers the call to the next extension in the workgroup if one is configured. If there is no operator extension available, the system informs the caller that the Operator is not available and to leave a message in the Operator’s mailbox. To activate this feature, press # 39. When it’s active, you can deactivate it also by pressing # 39. Outside Call Blocking The Operator can block access to all outside lines by pressing #38. Pressing #38 a second time restores the system to its normal outside calling status.
NCS Serv Telephone Functions 20NCS Ware 4.0 User Guide
NCS Ware 4.0 User Guide21 Voice Mail Chapter 2 Using NCS Mail Voice Messaging This chapter describes the use of the features and functions available in NCS Mail, the voice messaging subsystem of NCS Serv. NCS Mail include basic voice mail functions and more sophisticated features such as an interface with email. NCS Mail voice prompts provide instructions and options for all functions. From any menu, press 0 to repeat your options or * to return to the previous menu. The chart at the end of the NCS Serv User Guide will help you better understand the menu structure. Feature Tips Each time you login to NCS Mail, you hear a Feature Tip—helpful tips and reminders of the most useful features for optimal use of NCS Serv. See “Feature Tips” on page 30 for more information on this feature as well as instructions on how to enable/disable this feature. Logging In First time access From your station, press # # and then enter your default password, which is normally your extension number. After login, you’ll hear the NCS Mail Main Menu, described on page 23. The extension number password is for initial login only; be sure to change your initial password as soon as possible. To change your password, see “Changing your Password” on page 27 and “About Passwords” on page 22. If your extension number doesn’t work as a default password, see your system administrator. A Normal Login at Your Station Press # #, followed by your password.
Using NCS Mail Voice Messaging 22NCS Ware 4.0 User Guide Logging in from Another Station or as a Virtual Extension Press #, followed by your extension number, followed by your password. Remote Login For remote login from outside the office, dial your company phone number and during the Auto Attendant greeting, press #, followed by your extension number, followed by your password. For standard remote login, the Auto Attendant must be configured. If Auto Attendant is not used in your office, someone in the office (such as the operator) must transfer you into NCS Mail. Please see “Transfer to NCS Mail Feature” on page 22. About Passwords • Valid passwords are from 2 – 8 digits in length and can contain numbers or letters A- Z. The letters map to numbers as follows: Transfer to NCS Mail Feature If the Auto Attendant is not active when you want to login in from a remote telephone, you must have the operator or any other internal user transfer you into NCS Mail. There are two ways to transfer users into NCS Mail: • Normally, anyone in the office is able to send an outside user into NCS Mail by pressing FLASH #40 while connected to the user. The outside caller will then be prompted to enter their extension number and password. • Anyone at the office can send your call to NCS Mail by pressing FLASH ## and dialing your extension number. Press * during the voice mail greeting for your extension. You then enter your password. If you are transferred to voice mail for someone else’s extension, press # to enter your extension and then your password. Numbers Letters Numbers Letters 2 A, B, C, a, b, c 7 P, R, S, p, r, s 3 D, E, F, d, e, f 8 T, U, V, t, u, v 4 G, H, I, g, h, i 9 W, X, Y, w, x, y 5 J, K, L, j, k, l 1 Q, Z, q, z 6 M, N, O, m, n, o
NCS Ware 4.0 User Guide23 Voice Mail Returning to Auto Attendant from NCS Mail After a remote login, you can dial 9 from the main menu to return to the Auto Attendant, provided the Auto Attendant is configured and activated. This allows you to access voice mail and also speak with or leave messages for others on the same phone call. NCS Mail Main Menu Options Once you’ve successfully logged into NCS Mail, you are presented with the following options at the Main Menu: 1. Listen to New Messages 2. Review Saved Messages 3. Send a Message 4. Access Personal Options 5. Access Private Messaging Options 6. Phrase Management (system manager extension only) 8. Review Mixed-Media Messages 9. Transfer Out of Voice Mail (for remote access NCS Mail only) #. Make a Call Listening to Messages If there are new messages in your voice mail box, the dial tone changes from a constant tone to a broken tone. At the Main Menu, NCS Mail announces the presence of new and saved messages. To check voice mail messages, press… •1 for new messages •2 for saved messages To listen to Mixed-Media messages (see page 35), press 8 and then… •1 for new messages •2 for saved messages The Main Menu options 1, 2, and 8 are not available and are not announced if there are no new or saved messages.
Using NCS Mail Voice Messaging 24NCS Ware 4.0 User Guide Disposing of the Messages After or while listening to a new or saved message, you have the following options. Press… •1 to delete •2 to replay •3 to save •4 to forward a copy of the message with an introduction •5 to call the sender. This is the N-TeliCall feature described on page 33. Press *** to disconnect from the call and return to NCS Mail. The sender’s caller ID information is automatically captured by the NCS Serv if the caller is an internal user or an outside caller who has either a publicly listed number or has entered their callback number in the delivery options menu after leaving the message. But if the caller ID is not available, you can still use the N-TeliCall feature by manu- ally dialing the number. When using N-TeliCall with Cellular or PCS telephones, see the dis- cussion in the next subsection. •6 to reply to the message •7 to rewind (during message playback) •9 to fast forward (during message playback) •# to skip •(To listen to a skipped message, press 1 again at the Main Menu.) See your System Administrator to activate or deactivate the announcement of time and date for each message before playing the message content. The time stamp can be skipped by pressing 9 during playback. About Outcalls to Cellular or PCS Phone Numbers When an outcall is made by the system (for One-Number-Access, Message Notification, N-TeliCall, Call Forwarding, etc.), to a cellular or PCS telephone, it may ring the telephone once but not necessarily present the call and make a connection. This will happen if the ringback tone played by the cellular service provider does not confirm to standard ringback tones. To work around this problem, instruct users to append a few commas (,) to the outcall (cellular) number when entering it. One comma provides a one second pause.