Northern Telecom Pc Console 1.1 User Guide

Handling calls 45
P0887496 01 Norstar PC Console 1.1 User Guide
Using the Department box
You can search for a name by depar tment on the Full
 tab using the Department
 box.
To search by department:
1. Click the down arrow of the Department
 box. A list of departments that are associated 
with extensions appears in the drop down list. 
Note
:  Department names for each extension are created in the Edit 
Employee Information
 dialog box.
2. Click a department name from the drop-down list and the...

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To transfer using the Target
 box:
1. Make sure the extension in the Target 
box is correct. Double-click the 
telephone status 
icon to the right of the Target
 box or click Transfer
. You can also use the keyboard by 
positioning the cursor in the Target 
box and pressing Enter
. The call is then transferred to 
the displayed extension. 
To transfer using the Directory
 group box list:
1. Scroll through the Directory
 list. Double-click...

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Parking, holding and screening calls
Norstar PC Console provides you with the capability to screen calls for the called person, to 
place the calls on hold and to park calls so that the called person can be paged. You can also 
talk to the employee in intercom mode using Voice Call.
Parking calls and paging employees
The Park/Page feature allows you to place a call on Hold and page the employee. You can also 
use this method to page an...

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 Handling calls
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To retrieve a parked call:
1. On the Caller
 menu, click View Parked Calls.
2. Select the parked call in the Parked Calls
 dialog box.
3. Click Retrieve
.
OR
1. On the toolbar, click  .
2. Select the parked call in the Parked Calls
 dialog box.
3. Click Retrieve
.
To view all parked calls that are still in park:
1. On the Caller
 menu, click View Parked Calls
. A Parked Calls
 dialog box appears and 
lists all parked calls with the...

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3. When the active call is placed on hold, the Loop
 button label changes to Hold
 and the 
Loop
 button color changes to blue.
To place a call on Hold at an active extension:
1. With an active call on the Loop
 button and the employee’s extension in the Target
 box, 
click  . When the active call is camped on the Target
 box extension (placed on 
hold at the Target extension), the Loop
 button becomes idle.
2. The camped call sends a...

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 Handling calls
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Contacting employees using Voice Call
This feature can be used as an intercom to talk directly through the speaker of the employee’s 
telephone.
To use the Voice Call
 button:
1. Position the cursor in the Target
 box and type or enter the extension of the employee. 
2. On the toolbar, click  . 
3. You may now speak to the employee through the speaker in their telephone.
Linking and Joining calls
Using Norstar PC Console, you can link calls...

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P0887496 01 Norstar PC Console 1.1 User Guide
3. Click . The Loop
 button label shows Active
, and the number in the Target
 
box is tone dialed.
4. Click the Link
 button to set up a conference call between the incoming call, the outgoing 
call and the Attendant.
When the conference call is finished, click Release 
to disconnect from the call.
Note
:  To disable the Link Transfer
 button, open the Options
 dialog 
box on the Tools
 menu and select the Disable Link Transfer 
Option...

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 Handling calls
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Responding to a callback that a called party returned
A call that the called person elects not to take can be handled by you according to instructions 
that you or your company have established. This type of call is similar to a Callback to the 
attendant. The called person, can use the buttons below the display area of the telephone, 
communicate to you, the attendant, how the call should be handled with one of the following 
pre-set...

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Making a call from the attendant’s extension
As the attendant, you can call any extension within the company as well as any outside 
number. The telephone number you type in the Target
 box does not require special characters 
such as a hyphen, a parenthesis, a blank space or a comma (special characters are ignored). 
However, to reach special services such as Interactive Voice Response systems (IVR) you 
may type special characters (*, #,...

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Managing calls at the employee’s telephone
Norstar PC Console has features which allow the employees to also manage their calls from 
their telephones.
Once a call has been routed to an extension, a low-level audible tone aler ts the called person 
they have an incoming call, even if they are on their telephone. The name of the caller appears 
in the display area of the called party’s telephone for a few seconds. 
The called person has six...