Northern Telecom Pc Console 1.1 User Guide

							Handling calls 55
P0887496 01 Norstar PC Console 1.1 User Guide
By looking at the caller’s name or Caller ID name in the display area of the Norstar telephone, 
the called person decides to join the caller with the current call. 
To send the call to the attendant who asks the caller if they want to interrupt:
1. Press the 
IntAct display button. This delivers a pre-set message to the attendant who 
asks the caller if they want to interrupt the employee. 
2. If yes, the attendant transfers the call back to the employee.
3. The calling party name appears in the Norstar telephone display area of the called 
person’s telephone for approximately 20 seconds. To pick up the call that the attendant 
transfers back, press the 
Ta l k display button. 
To send the caller to an Assistant extension:
1. Press the
 Assist 
display button. This delivers a pre-set message to the attendant. The 
attendant tells the caller that the called person is temporarily unable to take calls and has 
requested that they be routed to an Assistant extension.
2. The attendant refers to the Assistant extension
 box in the Edit Employee Information
 
dialog box and enters the Assistant extension number in the Target
 box.
3. The attendant transfers the call to the Assistant extension. 
						

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Norstar PC Console 1.1 User Guide P0887496 01 
						

							P0887496 01 Norstar PC Console 1.1 User Guide
Maintaining caller and employee information
Norstar PC Console manages both caller and employee information. 
Maintaining caller information
When your company is called, information about the caller available from the Norstar PC 
Console database appears in the Caller Information
 group box of the Attendant main 
window. Whether or not you enter information for an incoming call depends on whether the 
caller is calling for the first time or has called previously and has information already entered in 
the database.
Creating a new caller record
New caller records are created in the following ways:
• automatically, during an active call, the first time Caller ID information is received by the 
Attendant program. You can customize the new caller record during the active call or later.
Note
:  The caller record is not saved if you click Release
 without 
processing the call.
• when you create a new caller record from an existing one
• when you create a new blank caller record
When a call comes in, Norstar PC Console checks the Caller ID provided by the telephone 
company to see if the number has previously called. If there is a record that the number has 
called before, information available from the caller database is displayed in the Caller 
Information
 group box on the Attendant main window. The Name
 box drop down list displays 
the names of callers on record that are associated with the incoming Caller ID. There may be 
several callers from the same telephone number calling if they are employees at the same 
company. For more information, refer to The Edit Caller Information dialog box
 on page 33.
When you select the name of the caller from the list, the Caller Information
 group box is 
populated with information about the caller.
To create a new caller record from an active call:
1. Click on the Ringing Loop 
button to answer the incoming call. Some information may or 
may not appear in the Caller Information 
group box on the Attendant main window. 
2. Click Edit
 in the Caller Information
 group box. The Edit Caller Information
 dialog box 
appears.
6 
						

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Norstar PC Console 1.1 User Guide P0887496 01
3. Click  . This clears all boxes in the Edit Caller Information
 dialog box and 
allows you to create a new caller record.
4. In the Name
 box, type the caller’s name in the format last name first, space, then first 
name. 
5. In the Caller Type
 box, click the down arrow then click a Caller Type, either Unclassified, 
Personal, Employee, Vendor or Customer.
6. In the Company
 box, type the caller’s company’s name.
7. Click Save
 and the information can be recalled at a later date. If you click Close 
without 
saving, you are prompted with the message, “Do you want to save the current record?”. 
Click Yes
 to save the record.
8. After you enter caller information, process the call by:
• transferring the call to the called party. Refer to Transferring a call
 on page 45.
• placing the call on hold. Refer to Parking, holding and screening calls
 on page 47.
• transferring the call to Norstar voice messaging. Refer to Transferring a call
 on page 
45.
• parking the call and paging the called party. Refer to Parking calls and paging employ-
ees on page 47.
To create a new name caller record from an existing caller record:
1. Click Edit
 in the Caller Information
 group box on the Attendant main window. The Edit 
Caller Information
 dialog box appears.
2. Click  . This clears only the Name
 box in the Edit Caller Information
 dialog 
box and leaves all other boxes unchanged. 
3. Place the cursor in the Name
 box and type the new caller’s name. 
4. Click Save
 when done to save the record. 
						

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P0887496 01 Norstar PC Console 1.1 User Guide
To create a new caller record when there are no active calls:
1. Click Edit
 in the Caller Information
 group box. The Edit Caller Information
 dialog box 
appears. 
2. Press New Caller
. A new blank caller record is created with a new Record Number 
assigned. 
3. Fill in the boxes with the desired information. 
4. Press Save
 to save the new caller record.
To create a new caller record associated with an existing Caller ID when there are no active 
calls:
1. Click Edit
 in the Caller Information
 group box. The Edit Caller Information
 dialog box 
appears.
2. Click Find
, and type the name of another caller from the same company and click OK
.
3. Click New Name
 and the Name
 box becomes blank (all other boxes remain unaltered). 
4. Type the new caller’s name.
5. Click Save
. The record is now saved in the database.
6. Click Close
.
To save caller information:
1. Click  . The changes made to the boxes in the Edit Caller Information
 dia-
log box are saved to the database. After clicking Save
, the Edit Caller Information
 dialog 
box remains open.
To close the Edit Caller Information
 dialog box:
1. Click . The Edit Caller Information
 dialog box closes.
Note
: If you click Close
 without first clicking Save
, the Edit Caller 
Information
 dialog box closes without saving any changes. 
						

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Norstar PC Console 1.1 User Guide P0887496 01
Finding and editing caller information
Caller information can be edited at any time and the changes can be saved.
To find caller information:
1. Click Edit
 in the Caller Information
 group box on the Attendant main window. The Edit 
Caller Information
 dialog box appears.
2. Click  . The Find
 dialog box appears.
The Find
 dialog box is used to find a caller’s name in the database. When the Find
 dialog 
box opens, the cursor is in the Name
 box.
3. In the Name
 box, type the first letter or letters of the caller’s last name.
Note
: If the caller’s first name is used instead of their last name, 
type the first letter or letters of the caller’s first name.
4. Click OK
 or press Enter
. The Find
 dialog box closes.
5. All matching names are displayed in the Name
 box of the Edit Caller Information
 dialog 
box. If there is more than one name, a drop down list appears below the Name
 box.
6. Click on the caller name you want to edit. The information associated with that caller fills in 
the Edit Caller Information
 dialog box.
To edit a caller’s record:
1. Make sure the caller name you want to edit is displayed in the Edit Caller Information 
dialog box. Position the cursor in the box you want to edit and make the change. Repeat if 
needed.
2. Click Save
 to save the changes to the database.
3. Click Close
 to close the Edit Caller Information
 dialog box. 
						

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P0887496 01 Norstar PC Console 1.1 User Guide
Note
: If you answer a call and then open the Edit Caller 
Information
 dialog box without first selecting a name from 
the Name
 box list, you must click Edit
 twice.
To delete an existing caller record: 
1. Click Edit
 in the Caller Information
 group box on the Attendant main window. The Edit 
Caller Information
 dialog box appears.
2. Make sure the caller name you want to delete is displayed.
3. Click  . The record displayed in the Edit Caller Information
 dialog box is 
deleted from the database.
Maintaining employee information
When Norstar PC Console is installed, employee information is extracted by the Server. This 
information is automatically displayed in the Directory 
list box in the bottom center of the 
Attendant main window.
The Directory 
list box has four different tabs that display lists of employees. They are Full
, 
BLF (Busy Lamp Field)
, Assigned
 and Selected
. For further information, refer to Search 
and edit functions in the Directory group box on page 36.
Working with the Directory list
Information in the Directory
 list appears in ascending order (for example, 1 to 9 or A to Z), and 
sorting is based on the contents of only one column at a time. When there are different forms 
of information in the same columns, priority is given in the following order: no information 
entered (blank), numeric then alphabetic. For example, when you sort a Name
 column that 
contains both names and extension numbers, the extension numbers appear before the 
names.
You can sort Directory information by column in any of the tabbed views by clicking any 
column heading. For example, to sort the directory by extension, click on the Ext
 column 
heading. The listing appears with the extensions in numerical order.  
						

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To sort a column of information in the Directory:
1. Click the tab for the view you want to sort, either Full
, Selected 
or Assigned
. Information 
in the BLF
 tab view appears in the same order you selected for Full
 view.
2. Using the mouse, position the cursor and click the column heading you want to sort, either 
Name
, Ext
, Notes
 or Department
. 
Finding an employee record
You can search for an employee by name, by department or by an individual within a 
department.
You can search by an employee’s name two different ways:
• by clicking Edit
 and then Find
 on the Edit Employee Information
 dialog box
• by clicking Find
 in the Directory
 group box on the Attendant main window
To search by name clicking Edit 
in the Edit Employee Information 
dialog box:
1. Click Edit
 in the Directory 
group box on the Attendant main window. The Edit Employee 
Information 
dialog box appears. For more information, refer to The Edit Employee Infor-
mation dialog box. on page 37.
2. Click  . The Find
 dialog box appears.The Find
 dialog box is used to find an 
employee’s name in the database. When the Find
 dialog box opens, the cursor is in the 
Name
 box. 
						

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P0887496 01 Norstar PC Console 1.1 User Guide
3. In the Name
 box, type the first letter or letters of the employee’s last name.
Note
:  If the employee’s first name is used instead of their last name, 
type the first letter or letters of the employee’s first name.
4. Click OK
 or press Enter
. The Find
 dialog box closes. All matching names are displayed in 
the Name
 box of the Edit Employee Information
 dialog box. If there is more than one 
name, a drop down list appears below the Name
 box.
To search by name on any Directory
 group box on the Attendant main window:
1. Position the cursor in the Find
 box on the Attendant main window.
2. Type the first letter(s) of the person’s surname or given name according to how names are 
listed in the Name
 column under Directory
. 
3. Click  . All names matching the letter(s) you entered are displayed in a list under 
the Full 
tab Directory
 view. 
						

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To search by department:
Note:
A department search takes priority over a name search. 
1. Click the down arrow of the Department
 box in the Directory 
group box. A list of depart-
ments that are associated with extensions appear in the drop down list. The name of the 
department for each extension is created in the Edit Employee Information
 dialog box.
2. Click the department name from the drop down list and the department name appears in 
the Department
 box.
3. Click  . All extensions matching the department are displayed in a list under the 
Full
 tab Directory
 view.
To search for an individual within a department:
1. Select the department in the Department
 box.
2. Type the name in the Find
 box.
3. Click  . All extensions matching the name within the department are shown in a 
list under the Full
 tab Directory
 view. 
Resetting the Full tab view
The Full 
tab view can be reset to the default display.
To reset the Full 
tab view:
1. Click   in the Directory
 group area. 
Regardless of the Directory
 view, the Full
 tab view appears with all extension, names, notes 
and depar tment information. Use this button to restore the Directory
 view after you perform a 
search.
Editing employee information
Employee information can be easily edited by adding or changing an extension, changing the 
person status of an extension or by creating a new name for an extension.