Northern Telecom Pc Console 1.1 User Guide

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P0887496 01 Norstar PC Console 1.1 User Guide
To add or change an extension:
1. In any Directory
 tab view (Full
, BLF
, Selected
 or Assigned
), click the extension in the 
Directory
 list about which you wish to change or add information. 
2. Click   in the Directory
 group box. The Edit Employee Information
 dialog box 
opens. It allows you to create or edit information in the employee database.
3. Position the cursor in any editable box and type in the...

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 Maintaining caller and employee information
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Using the Make Caller button
This function is used when an employee calls from a customer’s office.
To assign the name of an employee to a caller record:
1. Select the employees extension in the Directory 
(or enter the employee’s extension num-
ber in the Target
 box)
2. Click . 
The name of the employee is now assigned to the caller record and is not saved as a customer 
record.
Adding notes to employee...

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Note
:  For a blank Note
 box, delete what is in the Note
 box then 
press Enter
.
To save employee edit changes:
1. Click   in the Edit Employee Information 
dialog box. The changes made to 
the boxes in the Edit Employee Information
 dialog box for the employee highlighted in 
the Directory
 list is saved to the database. After clicking Save
, the Edit Employee Infor-
mation
 dialog box remains open.
To close...

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P0887496 01 Norstar PC Console 1.1 User Guide
Generating reports
Norstar PC Console automatically collects information about incoming calls and tracks how 
calls are processed. This important information is available through Reports
 to help spot 
trends and provide answers to questions before they become problems.
Reports provide caller related information that can help to:
• increase sales opportunities
• improve productivity
• lower expenses
• streamline operations
For example, the report Calls by...

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Calls to Employees report
The Calls to Employee report shows the type of calls employees are receiving over a defined 
time period. This repor t can spot caller abuse such as too many personal calls and 
misdirected calls, such as calls from customers routed to the wrong person/department. This 
repor t displays the type of caller across the top and employee(s) down the left side. Each 
Caller Type has a column for number of calls and...

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Working with the Reports window
You can get to the Norstar PC Console Reports
 window by clicking on Tools 
on the Attendant 
main menu and then choosing Reports
. The Reports 
window consists of Database
, 
Information
, Period
 and Employees
 group boxes and a repor t viewing area. The menu bar 
across the top of the Reports
 window includes standard File
, Edit
, View
 and Help
 menus.
With the Create Report
, Page <
, Page >
 and...

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Period group box
Note
:The Period
 group box is active provided a valid database is 
selected and a Report Type is selected that requires a Repor t 
Period to be defined.
opens the One Week
 dialog box from which you can specify 
a report period with a duration of one week (Sunday through 
Saturday).
opens the One Month
 dialog box. This dialog box is 
intended to allow easy selection of a Report Period 
consisting of an entire month....

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Employees and customers group boxes
You can use these boxes to choose customers or employees for which a report is to be 
generated.
All and Select option buttons
The Customer
 and Employees
 group areas contain:
Note:
The All
 and Select
 buttons for Employees or Customers is 
only available if a valid database is selected, the report period 
is set, and a Report Type was chosen which utilizes the 
category (Employees or Customers).used...

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Customers and Employees Selection dialog box
The Customer 
and Employee Selection
 dialog boxes are where you can choose which 
Employees or Customers to include in a repor t.
The program records which items were selected in this dialog the last time you created a 
repor t. When the dialog opens, any items which were selected last time appears as selected. 
In this way, the list of selected items can be modified.
Creating and viewing...