Northern Telecom Pc Console 1.1 User Guide
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1-800-4 NORTEL www.nortel.com/norstar Norstar is a trademark of Northern Telecom P0887496 01 Printed in Canada Norstar is a trademark of Northern Telecom © Copyright Northern Telecom 1998 Norstar PC Console 1.1 User Guide
P0887496 01 Norstar PC Console 1.1 User Guide Table of contents Chapter 1 Introduction to Norstar PC Console 1 About this guide 1 Conventions 2 Naming of window components 2 Using the keyboard to navigate around Norstar PC Console 2 Processing a call with right-click mouse capability 3 References 4 Chapter 2 Understanding Norstar PC Console 5 Server program 5 Attendant program 5 Reports program 6 Norstar PC Console features 6 Easy to use, time saving Graphical User Interface (GUI) 6 Advanced software capabilities 6 Attractiveness of PC compatibility 7 Attendant types 7 Chapter 3 Getting started 9 Starting the Server program 9 Shutting down the Server program 10 Starting the Attendant program 10 Minimizing and maximizing the Attendant main window 11 Shutting down the Attendant program 11 Checking that the Server and Attendant programs are running 11 Initializing and configuring the Attendant program 12 Starting the Attendant program for the first time 12 Types of attendant setups 13 Setting up other attendant features 17 Chapter 4 Working with the Attendant main window 21 Components of the Attendant main window 21 Title bar 22 Menu bar 22 Toolbar 22 Loop buttons 22 Caller Information group box 22 Call processing area 22 Directory group box 23 Status Bar 23
ii Norstar PC Console 1.1 User Guide P0887496 01 Using the menu bar 24 File menu 24 Edit menu 24 View menu 25 Tools menu 25 Transfer menu 26 Caller menu 27 Target menu 28 Attendant menu 29 Help menu 29 Using the toolbar 29 Using the Caller Information group box 32 Using the call processing area 34 Using the Directory group box 35 Search and edit functions in the Directory group box 36 Directory list 38 Chapter 5 Handling calls 41 Answering calls as an attendant 41 Finding the called person’s extension and placing it in the Target box 43 Using the Contacts group box 43 Using the Directory tab views 44 Using the Directory Find box 44 Using the Department box 45 Transferring a call 45 Parking, holding and screening calls 47 Parking calls and paging employees 47 Placing and retrieving calls on hold 48 Screening calls 49 Contacting employees using Voice Call 50 Linking and Joining calls 50 Handling a callback call 51 Responding to a callback that an extension did not answer 51 Responding to a callback that a called party returned 52 Making a call from the attendant’s extension 53 Managing calls at the employee’s telephone 54 Chapter 6 Maintaining caller and employee information 57 Maintaining caller information 57 Creating a new caller record 57 Finding and editing caller information 60 Maintaining employee information 61 Working with the Directory list 61 Finding an employee record 62 Editing employee information 64
iii P0887496 01 Norstar PC Console 1.1 User Guide Chapter 7 Generating reports 69 Report types 69 Calls by Customers report 69 Calls to Employees report 70 Extension Directory report 70 Working with the Reports window 71 Database group box 71 Information group box 71 Period group box 72 Employees and customers group boxes 73 Creating and viewing reports 74 Selecting the database 74 Selecting a report type 75 Setting the report period 76 Selecting employees and customers for the report 77 Create Report button 78 Viewing the repor t you generated 78 Printing a report 79 Glossary81 Index 85
P0887496 01 Norstar PC Console 1.1 User Guide Introduction to Norstar PC Console Norstar PC Console is an application that provides centralized call management and call activity reporting capability to a business. Norstar PC Console runs on one or more Pentium™ Class personal computers (PCs) under a compatible Windows operating system. You can customize the way Norstar PC Console is set up to best suit your company’s call man- agement requirements. A telephone attendant uses the graphical user interface to: •originate calls • answer and manage multiple calls • view a company’s name before answering the call • record, add and change caller information for future use • quickly access information about the caller • transfer calls to employees or their voice mail • send the caller’s name to the employee’s Norstar telephone display • park calls and page employees • view information in a Directory about your company’s employees such as their extension number, person status and telephone status • create and print reports showing how incoming calls were handled • view the status of all extensions in the company’s Norstar ICS system About this guide This document describes how Norstar PC Console works and how to use it in your company. The instructions in this guide are intended for experienced PC users. The Norstar PC Console User Guide is organized as follows: Introduction to Norstar PC Consoleprovides an overview of how this guide is organized, offers references and discusses using shortcut keys and right-click mouse capability. Understanding Norstar PC Consoleexplains how Norstar PC Console works and explains the features available with Norstar PC Console. Getting started describes how to start, minimize, maximize and close the Norstar PC Console Server and Attendant programs and how to change the different Attendant setups. Working with the Attendant main windowfocuses on the components of the Norstar PC Console Attendant main window. 1
2 Introduction to Norstar PC Console Norstar PC Console 1.1 User Guide P0887496 01 Conventions Naming of window components Refer to Components of the Attendant main window on page 21 for window terminology used in this document. Using the keyboard to navigate around Norstar PC Console You can use the keyboard to do many tasks quickly in Norstar PC Console. There are three kinds of keyboard navigation. The first two types are Windows standard while the third type is particular to Norstar PC Console. They are: • Access keys which are the letters underlined in menu names and commands. For more information, refer to Access keys on page 2. • shortcut keys defined on the menus. For more information, refer to Shortcut keys defined on the menus on page 3. • commands initiated by holding down the Alt key plus an additional key. For more informa- tion, refer to Commands initiated by holding down the Alt key plus an additional key on page 3. Access keys In Norstar PC Console, each menu name as well as each command within the menus contain an underlined letter called an Access key. To use the Access keys: 1. Press and release the Alt key. This gives you access to the menu names in the menu bar. 2. Press the Access key for the menu name and release it. For example, to open the E dit menu, press Alt then E and the Edit menu will be displayed. 3. Press the Access key for the desired command. For example, to select Caller I nformation from the Edit menu, press I and the Edit Caller Information dialog box will be displayed. Handling calls explains how an attendant answers and directs incoming calls and how a person being called answers and manages calls. Maintaining Caller and Employee informationdescribes how you enter, edit and maintain caller and employee information. Generating reports focuses on how to use the Norstar PC Console Reports program to generate and customize various reports. Glossary defines terms and acronyms used in this guide that are relevant to Norstar PC Console.
Introduction to Norstar PC Console 3 P0887496 01 Norstar PC Console 1.1 User Guide Shortcut keys defined on the menus Shortcut key combinations are indicated beside some menu commands. In cases where the Ctrl key is with another key, make sure to hold the Ctrl key down while pressing the second key in the combination. The additional shortcut keys are as follows. In the Edit menu: In the Transfer menu: In the Caller menu: Commands initiated by holding down the Alt key plus an additional key Call handling functions can be accessed directly from the Attendant window using the Alt key in combination with the underlined keys in the commands. Using this method, the Alt key must be held down while the other key is being pressed. For example, to place an active call on Hold , hold down the Alt key and press H . Processing a call with right-click mouse capability Right-click mouse capability can help you process calls faster by minimizing mouse movement. The following call processing options are available with right-mouse capability: • originate a call •transfer a call • screened transfer Cut Ctrl +X Copy Ctrl +C Paste Ctrl +V Dial Paste Ctrl +D Transfer Paste Ctrl +T 1st Contact F9 2nd Contact F10 3rd Contact F11 Transfer to Target Num Pad+ Screen Transfer Ctrl Num Pad+ Answer Next Esc Hold Ctrl +H Release F12
4 Introduction to Norstar PC Console Norstar PC Console 1.1 User Guide P0887496 01 • transfer a call to voice mail • link transfer • park a call and page an employee • camp a call on an extension To use right-click mouse capability: 1. Position the cursor on a name or extension in the Directory group box and right-click the mouse. A drop-down list of call options appears. 2. Click (left- or right-click) one of the call processing options. References As a Norstar PC Console attendant, you may need to refer to the Norstar PC Console Installation Guide.