Northern Telecom Pc Console 1.1 User Guide

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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 department name appears in the 
Department
 box.
3. Click Find
. All extensions matching the department are displayed in a list under the Full
 
Directory
 tab view. 
4. In the Directory
 list box, click the name of the employee being called. The name appears 
in the Target
 box.
5. After the search result is shown in the Full
 tab view, the BLF
, Selected
 and Assigned
 tab 
views remain unchanged. To restore all names in the Full
 tab view, click the Show All
 
button.
Transferring a call
An active call can be transferred to an extension using the Contacts
 box, the Target 
box or 
the Directory
 group box. A call can also be transferred to voice mail. 
To transfer using the Contacts
 box:
1. Double-click the 
telephone status 
icon to the right of the Contacts 
box.The call is then 
transferred to the displayed extension.  
						

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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 the telephone status icon or the name of the 
person to whom you are transferring the call. The call is transferred.
To transfer a call to the voice mailbox of the extension in the Target
 box:
1. Place the extension number of the employee in the Target
 box.
2. Click  . When the caller is transferred the Loop
 button becomes idle.
Note
:The VMTransfer 
button can be made inactive when a non-
Norstar voice messaging system is attached to the Norstar 
ICS.
To transfer a call to an outside number:
1. With an active incoming call on Norstar PC Console, position the cursor in the Target
 box.
2. Type an outside telephone number.
3. Click . The Loop
 button label shows Active
, and the number in the Target
 
box is tone dialed.
4. Click Release
 and the incoming call is transferred to the outside telephone number.
The Attendant is disconnected from the call and the Loop
 button becomes idle.  
						

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P0887496 01 Norstar PC Console 1.1 User Guide
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 employee when there is no active call
To park a call and page an employee:
1. Place the extension number of the called person in the Target
 box. If there is no active call 
and you just want to page an employee, type or place the extension of the person being 
paged in the Target
 box. 
2. Click . The Page
 dialog box opens. The Page
 dialog box shows all parked 
calls and all page zones so that the called person can be paged.
.
3. Click on a call in the Parked
 calls
 box and then click on the appropriate zone in the Page 
zones
 box. 
4. Click Page
. The Console Message 
box appears and a low-level audible tone is emitted by 
the speakers on the telephones in the selected zone.
5. Speak into the headset or handset (depending on your setup). When finished, click OK
. 
						

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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 following information:
• the park number of the call
• the caller’s name (from the Name
 box of the Caller Information
 group box)
• the name or extension of the called employee
2. Click Close
. The Parked Calls
 dialog box closes.
Placing and retrieving calls on hold
Calls can be easily placed on Hold
 and retrieved quickly.
To put an incoming call on hold:
1. Click the Ringing
 Loop 
button.
2. Click   or click another Ringing Loop 
button. This automatically puts the 
previous call on hold. 
						

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P0887496 01 Norstar PC Console 1.1 User Guide
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 message with tones to the employee either on or off the 
telephone, indicating a call is camped on their extension.
To retrieve a call on Hold:
1. Click the blue Loop
 button labeled On Hold
. The Caller Information
 boxes show all of 
the information related to this call.
2. Respond to the call accordingly.
Screening calls
You can screen calls by talking with the employee first and asking whether they want to talk to 
the caller.
To screen/transfer a call:
1. Click  . The active call goes on hold. The Loop 
button changes color to blue. 
The extension rings and a Screened Transfer
 dialog box appears.
2. Ask the person being called if they can take the call. If the answer is yes, click 
 and the call is transferred. If the answer is no, perform the following steps.
3. Click Cancel
.
4. Click the Loop
 button on which the call is being held to reconnect with the caller.
5. Process the call accordingly. 
						

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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 to create conference calls or have callers join 
existing calls to also create conference calls. 
To use the DTMF
 button with an active incoming call on a Loop
 button:
Note:
The DTMF 
button is used when transferring or linking calls on 
Centrex lines.
1. Click   on the toolbar. The active incoming call is placed on hold. 
2. Position the cursor in the Target
 box and type an outside telephone number.
3. Click   on the toolbar. The number in the Target
 box is dialed out with DTMF tones on 
the same CO line on which the active incoming call arrived. 
4. Click Release
 and the incoming call is transferred to the outside telephone number (using 
the telephone company’s Centrex capability). The Attendant is disconnected from the call 
and the Loop
 button becomes idle. 
To  Join
 a call on hold on a Loop
 button with an active call on another Loop
 button:
1. Click   on the toolbar.
2. Drag the “Join” cursor to the Loop
 button on which the call is being held. 
3. Click the Loop
 button holding the call. The two callers are now connected, the Attendant is 
released from the active call and both Loop
 buttons become idle. 
To create a conference call to an outside number:
1. With an active incoming call on Norstar PC Console, position the cursor in the Target
 box.
2. Type an outside telephone number. 
						

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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
 button.
Handling a callback call
There are two types of calls that return to Norstar PC Console:
• a call that was not answered at the extension to which it was transferred
• a call that the called person returned to you for attendant handling
Responding to a callback that an extension did not answer
A callback may be a call that was sent to an extension, not answered and returned to you. 
The callback is indicated by  . 
The Loop
 button displays attendant messaging including the name and extension from which 
the call has returned and other call related information. This allows you to personalize the 
handling of the call.
To respond to a Callback call:
1. Click . 
The Caller Information
 group box shows the information originally displayed so that you can 
process the call accordingly, such as transfer to Norstar voice messaging, park the call, page 
the called person, and so on. 
						

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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 messages:
•
Hold. You ask the caller to hold for a moment.
•
Assist. You send the caller to the called party’s assistant.
•
IntAct. You inform the caller that the person they called is currently on the line and ask if 
they wish to interrupt the call.
The display button pressed by the employee sends a pre-set message to you. Either Hold, 
Assistant or Interact is displayed below the orange Callback Loop
 button. 
To respond to a Callback call that a called party returned:
1. Click . The Caller Information
 group box shows the information originally 
displayed.
2. Advise the caller according to the pre-set message that appears.
To process a hold call:
1. Advise the caller that the employee would like them to hold.
2. Enter the employee’s extension in the Target
 box.
3. Click  . The call is now camped onto the called employee’s extension.
To process an assistant call:
1. Advise the caller that the employee is temporarily unable to take calls and has requested 
that calls be routed to the Assistant extension.
2. Enter the assistant’s extension number in the Target
 box. The number is located in the 
Assistant Extension
 box on the Edit Employee Information
 dialog box.
3. Transfer the call to the assistant’s extension number.
To process an interact call:
1. Advise the caller that the employee is on another call but can be interrupted.
2. If the caller agrees, enter the employee’s extension in the Target
 box.
3. Transfer the call back to the extension. 
						

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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 (*, #, P, and W) in the Target
 box and these characters can be 
dialed using   on the toolbar. 
To place a call to an extension/outside number:
1. When there is no active call, place an extension or outside number in the Target
 box. 
2.Press Enter
 on the keyboard. A call is made to the extension/outside number. 
To transfer a call to an extension:
1. Place an extension in the Target
 box when there is an active call.
2. Press Enter
 on the keyboard. The call is transferred to the extension. 
Selecting an entry in the Directory
 or in the Contacts
 box also enters the extension number 
into the Target
 box. When the Target is an extension, the Person Status
 icon for that person 
appears to the left of the Target
 box, and to the right of the Target is that person’s telephone 
status icon.
To make a call to an inside extension:
1. Make sure that the number you want to call is displayed in the Target
 box. You can type 
the extension in directly or select it from the Directory 
list. For further information, refer to 
Using the 
Directory Find box on page 44. 
2. Click   or press Enter 
to make the call. 
To make a call to an outside number:
1. Place the cursor in the Target
 box and type the same digits you would dial if you were 
using your Norstar telephone.
2. Click   or press Enter. 
						

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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 options for managing the call using the three display buttons below 
the display area of the Norstar telephone. These include:
• talking to the caller 
• placing the call on hold 
• sending the call to Norstar voice messaging
• joining the call with the current call 
• sending the call back to the attendant to ask the caller if they wish to interrupt the current 
call 
• sending the call back to the attendant to be routed to an assistant attendant 
Note:
Press the 
Next display button to see more than the first two 
options that appear.
To talk to the caller:
1. Press the 
Ta l k display button to automatically connect with the call or pick up the
telephone.
If the telephone is in use, pressing the 
Ta l k display button automatically puts the first call on 
hold and the new caller is connected.
To send the caller to the attendant who asks the caller to hold:
1. Press the 
Holddisplay button on the telephone. This delivers a pre-set message to the 
attendant. The attendant asks the caller to hold for the called person and camps the call 
onto the called person’s extension.
2. The called person sees the call camped onto their telephone and handles the call.
To send the caller to Norstar voice messaging:
1. Press the 
VM display button on the telephone. 
The call is automatically transferred to the called person’s voice mailbox.
To join the caller with another call:
1. Press the 
Join display button to conference the caller in with your current call.