Northern Telecom Pc Console 1.1 User Guide

							Maintaining caller and employee information 65
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 new information.
4. Click Save
 to save the changes to the database and to automatically apply the changes to 
the employee’s extension in the Directory
.
5. Click Close
 to close the Edit Employee Information
 window.
To change the Person status of an extension:
1. In any of the Directory
 views (Full, BLF, Assigned or Selected), click the extension.
2. Click the drop down arrow of the Status
 box (found in the Directory 
group box).
3. Click the status from the drop down list, either None, Not at desk or Out of office. The 
status you chose now appears as an icon in the Directory
 view to the far left of the 
extension Name.
There is no icon for None. Instead, a blank space appears next to the person’s telephone 
status if this is selected.   or   appear when Out of office
 or Not at desk
 
(respectively) are selected from the list. 
Note
: Do not type in the Status
 box.
Creating a new name for an extension
You can change the name of an employee assigned to an extension.
To create a new name for an extension:
1. In the Directory 
group box, click Edit
. T
he Edit Employee Information
 dialog box 
appears.
2. Click  . The cursor is positioned in the Name
 box and the Name
 box is ready 
for editing. All other boxes in the Edit Employee Information
 dialog box are unchanged. 
3. Type in the new employee’s name. 
4. Click Save
 when done. 
						

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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 records
You can select from a list of notes or type a personal note for an extension to appear in the 
Notes
 column under Directory
 in the Attendant main window. 
Note
:  You cannot change an extension’s note unless the Attendant 
and Server databases are synchronized and, the 
Synchronization 
icon,  , appears on the Status Bar.
To select from the available list of notes:
1. Click an extension number in the Full
, Assigned
 or Selected
 Directory
 views.
2. Click the drop down arrow of the Note
 box. 
3. Click the applicable note from the drop down list. The note now appears in the Notes
 
column under Directory
. 
To type a note:
1. Click an extension number in the Full
, Assigned
 or Selected
 Directory
 views.
2. Position the cursor in the Note
 box, and type a note.
3. Press Enter
. The note now appears in the Notes
 column under Directory
.  
						

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P0887496 01 Norstar PC Console 1.1 User Guide
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 the Edit Employee Information
 dialog box without saving changes:
1. Click  . The Edit Employee Information
 dialog box closes.
Note
: If you click Close
 without first clicking Save
, the Edit 
Employee Information
 dialog box closes without saving any 
changes. 
						

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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 Customer shows how callers from your company’s top 
customers are being handled. It addresses the question of whether calls are being taken by 
employees or being routed to Norstar voice messaging.
Report types
There are three report types:
• Calls by Customers
• Calls to Employees
• Extension Directory
Calls by Customers report
This report shows how calls from your customers are handled by your employees. Each 
employee report can identify as many customers as necessary. Calls are distributed by 
destination which shows the number of calls taken by the employee, routed to Norstar voice 
messaging or handled by others. Of total calls from each customer, the percentage of calls by 
destination is also indicated allowing review of call taking effectiveness.
7 
						

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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 percent. Total of all calls and percent is 
shown separately.
.
Extension Directory report
Extension Directory shows a listing of all employees that are in the Norstar PC Console 
database along with the information in their call record. 
						

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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 Print
 buttons you can define the type of report 
you want to create. You can manipulate the preview image once a report is created.
Database group box 
This group box contains information on selecting a database.
Information group box
The Information
 group box contains the report type information. Clicking Select
 accesses the Open
 dialog box from which 
you can select a Microsoft Access database. For more 
information about databases and how to locate the database 
(.mdb) file, refer to Selecting the database
 on page 74.
You can type the path-name of a Microsoft Access database 
in the Current Database
 edit box.
The Report Type 
is active and available when a 
valid Microsoft Access database is set in the 
Current Database 
edit box.
When a report type is selected, a description of 
that report type appears in the Description
 area. 
						

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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.
shows the date of the beginning of the repor t period. The 
date edit boxes change to reflect dates set by other controls 
such as the Month
, Week
, and Calendar
 buttons. The 
dates in the edit boxes are checked to maintain the general 
rule that the From date must come earlier than or be the 
same as the To date. If this rule is broken, an error message 
is displayed.
opens up Calendar
 dialog boxes for use in quickly setting 
the From and To Report Period Dates. The Calendar
 dialog 
box is designed to resemble the Calendar dialogs used in 
other applications for Windows operating systems. The 
Calendar
 buttons are active provided a valid database is 
selected and a Report Type is selected that requires a 
Report Period to be defined. 
						

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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 to generate a report that includes data for all members of 
the selected category (Employees or Customers).
used to generate a report that includes data for only those 
members listed in the list box. If you click Select
, the button 
beneath the selection list box (labeled either Customer 
or 
Employee
) becomes available so you can make your selection.
list box
only displays information if you have chosen to select a subset of 
the customers and employees in your database. If you choose 
All
, the list box remains blank. The list box cannot be directly 
edited. If the selected list is long enough, it can be scrolled to 
view its contents. Changing the contents of the list is done with 
the button below the list box.
Customer/Employee 
buttonaccess directories. The Employee
 and Customer buttons 
are 
only active when you choose Select
. Clicking on these buttons 
display either the Employee 
or Customer Record Selection
 
dialog box from which you can make your selection.
Note:
These buttons are available only if a valid Database has 
been chosen, a Report Period has been given (if 
required), a Report Type which involves either Employees 
or Customers has been selected, and the Select
 option 
button for the category has been chosen. 
						

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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 reports
The Reports program is designed to make it easy to generate quality reports for analyzing 
telephone usage at your organization. The following section provides the steps required to 
generate reports, including:
• selecting the Database
• selecting a report type 
• setting the report period
• selecting employees and customers
• creating and previewing the report
• printing the report
Selecting the database
Norstar PC Console stores information about telephone usage in your organization in a 
special database. This database is used to generate the different types of reports. In most 
cases, you will want to use the database that was installed with the Norstar ICS system. 
However, if you make backups of the database for archiving purposes, Reports can use those 
backups as well. If you are generating reports from a PC that does not have the database 
stored, locate the database on the server PC through Network Neighborhood. Check with the 
system administrator to ensure that the database is a shared file.
There are two methods of selecting a Microsoft Access database for reports from the Reports
 
window:
•using Select
 in the Database
 group box
• using the Current Database
 box