Northern Telecom Pc Console 1.1 User Guide
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Working with the Attendant main window 35 P0887496 01 Norstar PC Console 1.1 User Guide The following buttons appear in the call processing area: Using the Directory group box The Directory group box is located at the bottom of the Attendant main window. It contains tabbed directories showing various views of the extensions on your Norstar telephone system. The Directory group box also contains buttons and boxes for searching and editing extension and employee information.The Target box is used to enter the extension or telephone number to be called. transfers the active call to the extension number in the Target box. screens a call transfer of an active call to the extension number in the Target box. Click Screen and the caller is automatically put on hold. The caller is connected to the Target extension when you click Transfer Now in the Screen Transfer dialog box. opens the Page dialog box. makes a call from the attendant’s extension to the number in the Target box. transfers the active call to the voice mailbox of the extension in the Target box so the caller can leave a message. places a call on hold at the target extension. accesses Centrex/CO line features (such as off-premise transfer or conference) or other systems or carriers while on an outside call. It is also used to tone dial the digits in the Target box.
36 Working with the Attendant main window Norstar PC Console 1.1 User Guide P0887496 01 Search and edit functions in the Directory group box The buttons and boxes in the Directory group box are used to search for and edit employee information that appears in the Directory list. They are listed below. indicates the person status of the employee. When an option is selected from the drop- down list box, a corresponding icon appears in the first column of the Directory list. The available options are: None, Not at Desk, and Out of Office, . used to enter information about individual employees. changes the caller/Caller ID record to an employee record when an employee calls in from outside. This prevents an employee name from appearing in the caller record related to the Caller ID name/number. is used to search for names of individual employees or groups of employees by department. The top box is used to search for employee by name and the bottom box is used to search by department. Enter the first few letters of a name in the top box then click Find . All of the names that start with those letters are displayed in the Directory list. To search by department, choose a department from the Department box drop-down list, then click Find . All of the employees in the selected department are displayed in the Directory list. resets the Full tab Directory view to display all names and extensions. opens the Edit Employee Information dialog box. If you have a name/extension highlighted in the Directory list, information pertaining to that name/extension appears in the dialog box. If you have not selected a name/extension, then the Edit Employee Information dialog box is blank. You can also access the Edit Employee Information window by clicking the Edit menu then clicking Employee Information . Refer to The Edit Employee Information dialog box. on page 37and Maintaining employee information on page 61.
Working with the Attendant main window 37 P0887496 01 Norstar PC Console 1.1 User Guide The Edit Employee Information dialog box. This dialog box appears when you click the Edit button in the Directory group box. This is where information about employees can be changed or added. For fur ther information, refer to Maintaining employee information on page 61. The Edit Employee Information dialog box contains the following boxes which are editable unless indicated otherwise: •Name box contains the employee’s name or the extension number if a name has not been entered. •Type box contains the classification of the employee record. “Employee” is the default. •Department box contains the name of the department associated with the employee. •Phone box contains the telephone number of the employee. The Phone box is not edit- able. •City box displays the city of the employee. •State/Province box displays the state or province of the employee. •ZIP/Postal Code box displays the ZIP code or Postal Code of the employee. •Assistant Extension box displays the extension of the person who handles calls for the extension when the employee cannot. •Record Number box displays a unique record identifier number. The Record Number box is not editable. •Voice Mail DN box displays the voice mailbox extension of the employee. The Voice Mail DN box is not editable. •Contacts box lists the employee’s three most frequently called persons/extensions in the Company.
38 Working with the Attendant main window Norstar PC Console 1.1 User Guide P0887496 01 The following buttons appear in the Edit Employee Information dialog box: Directory list Directory list tab views There are four Directory list views that are accessed by clicking on tabs. They are: Note: The Synchronization icon, , must appear on the Status Bar for the information in the Directory list to be complete. saves the employee information displayed to the database. closes the window without saving the record. opens the Find dialog box in the Edit Employee Information dialog box. Refer to Maintaining employee information on page 61 creates a new name for the extension and leaves all other boxes unchanged. Full displays all extensions that are connected to the Norstar ICS. This includes wireless Companion telephones, Norstar Voice Mail extensions and Hunt group extensions. This view displays the maximum amount of extension and employee information allowed in the Directory list.
Working with the Attendant main window 39 P0887496 01 Norstar PC Console 1.1 User Guide Directory list employee and extension information Each one of the Directory list tab views contains the following types of employee and extension information. Note : The first two columns are not labeled and contain icons only, no text. BLF also displays all extensions that are connected to the Norstar ICS. As in Full tab view, the BLF (Busy Lamp Field) tab view includes wireless Companion telephones, Norstar Voice Mail extensions and Hunt group extensions. This view, however, only displays the person status icon, telephone status icon and employee name. This allows more extensions to be displayed at once. Assigned displays specific extensions for which an assistant attendant is responsible. Like the Full tab view, the Assigned tab view displays the maximum amount of extension and employee information allowed in the Directory list. Extensions are assigned or removed from the Assigned tab view in the Options dialog box. Refer to Assistant attendant setup on page 16. Selected displays a subset of the Full tab extensions. Like the Full tab view, the Selected tab view displays the maximum amount of extension and employee information allowed in the Directory list. Selected extensions are particularly useful when the attendant directs incoming calls to a limited number of extensions and wants to display only those extensions. Extensions are added or removed from the Selected tab in the Options dialog box. person status icon This is the left most column in the Directory list views and does not have a column heading. It may contain an icon or be blank. The person status icon provides an indication of the physical location of the employee. Refer to Search and edit functions in the Directory group box on page 36. telephone status icon This is the second column from the left in the Directory list views and does not have a column heading. The telephone icons show the current status of the telephones connected to your Norstar ICS. They also show additional information such as whether the extension is ready to receive calls or has been placed on Do Not Disturb (DND). The telephone icons are:
40 Working with the Attendant main window Norstar PC Console 1.1 User Guide P0887496 01 The remainder of the columns in the Directory list are labeled as follows: Sorting information in the Directory list tabs Extension and employee information contained in the Directory list tabs can be sorted in different ways. In the Full , Assigned and Selected views, the information is contained in columns with headings. To sort alphabetically by Name , Notes or Department : 1. In the Directory list box, click either on the Name , Notes or Department column heading. The information is sorted alphabetically using the column you selected. To sort numerically by extension: 1. In the Directory list box, click on the Ext column heading. The information is sorted numerically by extension.Ava ilable for callsDo Not DisturbCall Forwarded On-hook Off-hook Note : A Hunt Group is a group of telephones that can be all called by a single number. Hunt Groups are configured in your Norstar ICS. The telephone status icon for a Hunt Group extension is blue and always indicates on-hook. Name is the first labeled column on the left and contains the names of employees. Ext contains telephone extensions. Notes displays additional information about the employee that the attendant has entered. The Notes can only be edited from the Notes box found at the top of the Directory group box. Department displays the name of the department to which the corresponding employee belongs. The department is entered by clicking on the Edit button and using the Edit Employee Information dialog box. Refer to Maintaining employee information on page 61.
P0887496 01 Norstar PC Console 1.1 User Guide Handling calls With Norstar PC Console, you can manage calls using either your PC’s mouse or the keyboard. When a call comes in, you can respond to the caller either by using the telephone or a headset. Note : It is recommended that you use a headset so that your hands are free to enter information on your PC. The basic steps in processing an incoming call with Norstar PC Console include: answering a call. Refer to A nswering calls as an attendant on page 41. • finding the called person’s extension and placing it in the Target box. Refer to F inding the called person’s extension and placing it in the Target box on page 43. • transferring a call. Refer to Transferring a call on page 45. Other telephone functions include: • parking the incoming call and paging the employee. Refer to Parking, holding and screen- ing calls on page 47. • linking and joining calls. Refer to Linking and Joining calls on page 50. • handling a callback call. Refer to Handling a callback call on page 51. • making a call from the attendant’s extension. Refer to Making a call from the attendant’s extension on page 53. • managing calls at the employee’s telephone. Refer to Managing calls at the employee’s telephone on page 54. The following steps explain how you handle calls as an attendant using the Attendant main window. For further information about and a diagram of the Attendant main window, refer to Components of t he Attendant main window on page 21. Answering calls as an attendant The Attendant main window has six Loop buttons that are used to answer calls. Each Loop button can handle a single call in-progress. The color of the Loop button changes based on the activity occurring. You can show or hide inactive Loop buttons by clicking Hide Loop Buttons on the View menu. If hidden, the Loop buttons only appear when a call occurs. A Loop Overflow icon, , on the Status Bar shows that calls are incoming beyond the sixth Loop button. 5
42 Handling calls Norstar PC Console 1.1 User Guide P0887496 01 A new incoming call is indicated by a yellow Loop button that displays the word Ringing . Information about the call appears around the Loop button to assist you in personalized call processing: • A function key name, located above the Loop button, (F1 in the example) designates the function key on the PC keyboard that relates to the ringing Loop button. • A timer, found above the Loop button, indicates in minutes and seconds how long the call has been active. • A company name, displayed on the top line of the information to the right of the Loop but- ton, shows the identity of the company that is calling. The company name is either from the caller database or, if the caller is new, from the Caller ID name provided by the tele- phone company. If you do not subscribe to Caller ID service, then this line of display will be blank. A company name can be entered or edited using the Caller Information group box. • The Caller ID name, displayed on the second line of the information to the right of the Loop button, shows the Caller ID number provided by the telephone company. If you do not subscribe to Caller ID service, then this line of display will be blank. • The bottom line of information to the right of the Loop button displays the name of the Norstar ICS line that carried the call. Note : Norstar ICS line names are programmed in your Norstar ICS by your telephone administrator. Note : If your Norstar ICS is shared by two or more companies, the telephone administrator can associate the names of each company with their particular hardware lines. This means that you can tell which company is being called, even before answering the call. To answer an incoming call: 1. A Loop button turns yellow and the label changes to Ringing . You can respond to a call one of four ways: • Click the yellow Ringing Loop button. • Press the function key on the PC keyboard (for example, F1 ) shown above the Loop button. • Press the Esc key. • Press the associated intercom or line key on your telephone. The Loop button becomes green and displays the word Active .
Handling calls 43 P0887496 01 Norstar PC Console 1.1 User Guide 2. Answer the call with your company greeting and determine from the caller to whom they wish to speak. If you are answering a call from this number and/or company for the first time, you can enter caller information. For further information, refer to The Edit Caller Information dialog box on page 33. If you are not, refer to Finding the called person’s extension and placing it in the Target box on page 43. To release or hang up a call: 1. Click . This disconnects the active call and the Loop button becomes idle. Finding the called person’s extension and placing it in the Target box Once a call is answered, the next step is to find and click on the called extension, placing it in the Target box. There are four ways to locate the correct extension when you are ready to process a call, including: •Using the Contacts group box on page 43 •Using the Directory tab views on page 44 •Using the Directory Find box on page 44 •Using the Department box on page 45 Using the Contacts group box The Contacts group box is pre-loaded with extension numbers and names of the three most frequently called parties that the caller requests. These caller contacts are listed from most frequently to least frequently called. To the left of each Contact box is the current person status icon for that contact, and to the right of each Contact box is that person’s telephone status icon. To transfer a caller to one of the three most frequently called parties: 1. Double-click the telephone status icon. The call is forwarded to that extension.
44 Handling calls Norstar PC Console 1.1 User Guide P0887496 01 Using the Directory tab views The tab view area in the Directory group box contains various views of extensions. To search by Extension or Name: 1. Click the Full , BLF , Assigned or Selected tab. 2. Click the extension, the name or the department of the employee being called in the list. The name and/or extension number now appears in the Target box. 3. Click Transfer . Using the Directory Find box Use the Directory Find box to search by name. To search by Name and place the target extension in the Target box: 1. Position the cursor in the Find box. 2. Type the first letter or letters of the person’s last name or first name, depending on how the employee names were entered. For example, if they were entered “Jane Doe”, type “j”. If they were entered “Doe, Jane”, type “d”. 3. Click Find . All matching names are displayed in a list under the Full tab. 4. In the Directory list box, click the name of the employee being called. The name now appears in the Target box. 5. To restore all names in the Full tab view, click Show All . After the search result is shown in the Full tab view, the BLF , Selected and Assigned tab views remain unchanged.