NEC ncs center r4.0 User Guide
Center
User Guide
For NCS Ware Release 4.0
N-TeliView, N-TeliAgent and NCS Supervisor
Part No. 77000CEN02
April 2001
Printed in the U.S.A. (2106)
WARNING!
Toll fraud is committed when individuals unlawfully gain access to customer
telecommunication systems. This is a criminal offense. Currently, we do not know of
any telecommunications system that is immune to this type of criminal activity. NEC
America will not accept liability for any damages, including long distance charges,
which result from unauthorized and/or unlawful use. Although NEC America has
designed security features into its products, it is your sole responsibility to use the
security features and to establish security practices within your company, including
training, security awareness, and call auditing.
NOTICE
While every effort has been made to ensure accuracy, NEC America will not be liable
for technical or editorial errors or omissions contained within the documentation. The
information contained in this documentation is subject to change without notice.
This documentation may be used only in accordance with the terms of the NEC
America License Agreement.
NEC America, Inc., Corporate Networks Group
4 Forest Parkway
Shelton, CT. 06484
Telephone: 203-926-5400
Fax: 203-929-0535
Web site: cng.nec.com
TRADEMARKS
NEC, NCS Serv, NCS Ware, Extended Caller ID, N-TeliTouch, NCS Link, NCS
Console, NCS Admin and N-TeliCall are trademarks or registered trademarks of
NEC.
All other brand names mentioned are trademarks or registered trademarks of their
respective manufacturers.
Copyright © NEC America 2001. All rights reserved.
Printed in U.S.A.
4502-0001-A1
NCS Serv
4.0 User Guide
Table of Contents
Contents
W
ARRANTY
C
HAPTER
Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Client / Server Application and Session Licensing . . . . . . . . . . . . . 1
Package Content . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Installation and Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Session Licensing and License Upgrade Procedures . . . . . . . . . . . . 5
Removing Center Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Microsoft Outlook Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
ACT/GoldMine Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1
Pre-Installation Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Installing N-TeliView Voice Mail Service on the NCS Serv Sys-
tem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Client System Requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Installing Center on a Client System . . . . . . . . . . . . . . . . . . . . . . 5
Upgrading Licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Uninstalling Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Uninstalling N-TeliView Voice Mail Service at NCS Serv. . . . . 6
VII
C
HAPTER
2
Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9
Logging In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Logging in from a Remote Location (IP Extension) . . . . . . . . . . . 11
Hiding or Exiting Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Using the Windows Tray Telephone Icon . . . . . . . . . . . . . . . . . 13
Resizing the Display. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Call States . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Error Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
C
HAPTER
3
Using Center as a Desktop User . . . . . . . . . . . . . . . . . . . . . .17
About the Main Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
About the Calls List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Center 4.0 User Guide
iii
Table of Contents
Handling Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .19
Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Dialing By Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Dialing By Name or Extension . . . . . . . . . . . . . . . . . . . . . . . . . 20
Dialing Speed Dial Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Placing Calls on Hold. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Using Call Waiting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Transferring Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Sending Calls to Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Conferencing Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Using Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .25
About the Voice Mail Window . . . . . . . . . . . . . . . . . . . . . . . . . 25
Listening to Your Voice Mail. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Saving Remotely or Locally. . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Deleting the Message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Returning the Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Attaching a Memo . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Forwarding Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Working with Voice Mail Groups (Distribution Lists) . . . . . . . 29
Creating a VM Group. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Changing a Voice Mail Group . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Deleting a Voice Mail Group. . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Monitoring Extension Activity . . . . . . . . . . . . . . . . . . . . . . . . .33
Choosing Extensions to Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Reading the Monitor List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Viewing the Call History . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
C
HAPTER
4
Using Center as a Workgroup Agent . . . . . . . . . . . . . . . . . .37
Logging In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Logging Out or Changing Workgroups . . . . . . . . . . . . . . . . . . . . . 38
About the Main Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Call Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Setting Status to Ready or Not Ready . . . . . . . . . . . . . . . . . . . . 40
Viewing, Sharing, or Pushing Data . . . . . . . . . . . . . . . . . . . . . . 40
Using Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Selecting the Workgroups to Monitor . . . . . . . . . . . . . . . . . . . . 43
iv
Center 4.0 User Guide
Table of Contents
Reading the Monitor List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Viewing a Call History. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Viewing Workgroup Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Viewing Queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
C
HAPTER
5
Using Center as a Supervisor . . . . . . . . . . . . . . . . . . . . . . . .47
Logging In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Viewing Group Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Viewing Agent Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Viewing a History of Agent Activity . . . . . . . . . . . . . . . . . . . . . 51
Viewing Agent Current Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Monitoring—Listening in and Barging In . . . . . . . . . . . . . . . . . 53
Viewing the Queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
C
HAPTER
6
Configuring Your Station Features . . . . . . . . . . . . . . . . . . .55
Apply Button and OK Button. . . . . . . . . . . . . . . . . . . . . . . . . . . 55
General Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Default Trunk Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Voice Mail Play Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Screen Pop and Auto Close . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Accessing Databases. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Call Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
N-TeliFind, One Number Access . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Message Notifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Station Speed Dialing Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Adding or Editing Station Speed Entries . . . . . . . . . . . . . . . . . . 66
System Speed Dialing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
I
NDEX
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .67
Center 4.0 User Guide
v
Table of Contents
vi
Center 4.0 User Guide
Warranty
Coverage
NEC America warrants its hardware products to be free from defects in
material and workmanship during the warranty period. If a product proves
to be defective in material or workmanship during the warranty period,
NEC America will at its sole option repair, refund, or replace the product
with a like product.
How Long is the Warranty Effective
All NEC Americas’ NCS products are warranted for one (1) year for all
parts from the date of the first consumer purchase.
Who the Warranty Protects
This warranty is valid only for the first consumer purchaser.
What the Warranty Does Not Cover
1. Any product on which the serial number has been defaced,
modified or removed.
2. Damage, deterioration or malfunction resulting from:
a) Accident, misuse, neglect, fire, water, lightning, or other acts of
nature, unauthorized product modification, or failure to follow
instructions supplied with the product.
b) Repair or attempted repair by anyone not authorized by NEC.
c) Any damage of the product due to shipment.
d) Removal or installation of the product.
e) Causes external to the product, such as electric power fluctuations
or failure.
f) Use of supplies or parts not meeting NEC Americas’
specifications.
g) Normal wear and tear.
h) Any other cause which does not relate to a product defect.
3. Removal, installation, and set-up service charges.
Center 4.0 User Guide
vii
Warranty
Limitation of Liability
Except for personal injury, direct damages to tangible personal property
proximately caused by NEC America products and liability otherwise
expressly assumed in a written agreement signed by NEC, the liability of
NEC, its affiliates, suppliers, and authorized resellers for any claims,
losses, damages, or expenses from any cause whatsoever (including acts of
omission of third parties), regardless of the form of action, whether in
contract, tort or otherwise, shall not exceed an amount equal to the lesser of
the direct damages proven or the purchase price of the product. In no event
shall NEC America or its affiliates, suppliers, or authorized resellers be
liable for incidental, consequential or any other indirect loss or damage
(including lost profits or revenues) incurred in connection with the product.
This limitation of liability shall survive failure of the exclusive remedy set
forth in the limited warranty above.
Effect of State Law
This warranty gives you specific legal rights, and you may also have other
rights which vary from state to state. Some states do not allow limitations
on implied warranties and/or do not allow the exclusion of incidental or
consequential damages, so the above limitations and exclusions may not
apply to you.
viii
Center 4.0 User Guide
C
HAPTER
Introduction
1
Installation
Introduction
Center 4.0 is an optional software package for NCS Ware 4.0 server. It is a
call control application for PC users, workgroup agents and workgroup
supervisors. Like N-TeliView, it is a graphical interface for call and voice
mail management which also provides user configuration of station
features and operation. Center goes beyond N-TeliView by adding features
for workgroup agents and supervisors such as log in/log out, calls waiting
status and more.
Center 4.0 Client, has 3 different faces it shows, depending on how the user
logs in, It is possible to log in as an N-TeliView (desktop) user, an
N-TeliAgent (workgroup agent) or as a workgroup Supervisor.
Client / Server Application and Session Licensing
The Center software comes in 2 parts. Center Server is installed on the
server (NCS Serv) and the other part, NCS Client is installed on the PC
user desktops.
The part installed on the NCS Serv system is called Center 4.0 Server. This
provides a communication link (called NCS Link) between the server and
Center Clients. Another functions of this software is to register licenses and
monitor the number of active Center Client sessions. To enable the features
in this package, the Center 4.0 Session License must be installed in
NCS Ware server.
The NCS Client component of this application is installed on the PC user
desktops. There is no limit to the number of installations of NCS Client. If
this software cannot communicate with the NCS Serv or if there are no
unused license sessions available, the software will not run. The number of
simultaneous users is limited by the number of license registered on the
Center Server. Therefore, the number of purchased should be equal to or
greater than the maximum number of simultaneous Center users
anticipated.
Installation
Center 4.0 User Guide
1
Installation
Package Content
NCS Center software can be purchased in two different packages. There is
the starter package which contains the client/server software along with a
set number of client session licenses and there is an upgrade which has only
a client session license. See tables below for package part numbers.
The following items are included in the Center 4.0 starter package:
• Center 4.0 CD ROM
• Center 4.0 User Guide (for each session license purchased)
• Center 4.0 End User License Agreement (for the number of session
licenses purchased)
If you ordered a Center 4.0 starter package and any of these items are
missing or damaged, please contact your Authorized NEC dealer.
Software Part Number
Center 4.0
Center 4.0
Center 4.0
Center 4.0
77315-40-04 4 sessions license
77315-40-08 8 sessions license
77315-40-16 16 sessions license
77315-40-32 32 sessions license
# of (Simultaneous)
Sessions License
Table 1: Center 4.0 Starter Packages (software and license bundle)
Center client sessions can be added to the NCS Ware server at any time and
in discrete numbers: e.g. 4, 8, 16 and/or 32 simultaneous sessions. For
example, to provide 24 desktops with 24 simultaneous connections, the
installer will enter two purchased license numbers; one for 8 licenses and
one for 16 licenses using the upgrade installation procedures. The system
will have a capacity of 25 total simultaneous connections.
Note:
NCS Center software comes with one free license connection to
support an NCS Client. This is provided for administrative and
testing use.
2
Center 4.0 User Guide
Installation and Setup
Further, if the customer later wants an additional 6 more simultaneous
connections, he would purchase another 8-session license (the closest
number to 6). The installer would enter the license number and NCS Ware
will add this number to the system’s total, providing this customer with a
total of 33 (8+25) simultaneous connections.
# of (Simultaneous)
Software Part Number
None 77317-40-004 4 session license
None 77317-40-008 8 sessions license
None 77317-40-016 16 session license
None 77317-40-024 24 session license
None 77317-40-032 32 session license
None 77317-40-048 48 session license
Software License
Table 2: Center 4.0 Upgrade Packages (session license only)
The following are included in a Center 4.0 license upgrade package.
• Center 4.0 User Guide (for each license purchased)
• Center 4.0 End User License Agreement (for the number of session
licenses purchased)
Installation
Installation and Setup
To install the Center client software on each user machine, you can load
Center client on a network server and then using your company’s
distribution software, deliver the Center client software to each desktop PC.
Most frequently, this means loading the software onto a shared network file
server and copying the software to each desktop PC. Alternatively, you can
use Center 4.0 CD ROM to install the program on each desktop.
Pre-Installation Checklist
Before installation Center, please review the following checklist:
• Make sure that NCS Ware 4.0 has been installed on the NCS Serv
system.
• Make sure that N-TeliView VM Service has been installed on the
NCS Serv system, as discussed in a subsequent subsection.
Center 4.0 User Guide
3
Installation
• Make sure that TCP/IP is enabled on both machines.
• Make sure the client is able to connect to the server on the network.
Installing N-TeliView Voice Mail Service on the
NCS Serv System
First, NCS Ware Telephone Switching Service must be installed and
running on the server. Telephone Switching Service is loaded and run when
the server is started and anytime you run the NCS Ware Administrator.
1. Insert the Center 4.0 CD disk in the network server with NCS Ware
installed.
2. Run
3. If prompted to reboot the system, select NO and click on FINISH.
4. Start the VM Services from the Windows
SETUP.EXE
number when prompted. For a new installation, you will have to enter
2 numbers, one for Center option pack and one for the session license.
Programs
VM Service
under
\Center Server
N-TeliView VM Service Start N-TeliView
.
directory. Enter the license
Start
menu, select
Client System Requirements
Each client system must meet the following minimum requirements. For
server system requirements, see the
• IBM/PC AT compatible system
• Intel 133 MHz Pentium
• Windows 95 (with DCOM95 installed), or Windows 98 (or higher), or
Windows 2000, or Windows NT 4.0 or higher, Server or Workstation.
• 30 MB Hard Drive Disk Space
• 32 MB RAM
• SVGA monitor (800 x 600) with 256 color display, or better
• Keyboard and Mouse
• NCS Ware Release 4.0 running on a server accessible to this client.
4
Center 4.0 User Guide
NCS Ware Getting Started Manual
.
Session Licensing and License Upgrade Procedures
Installing
After completing the pre-installation checklist, proceed as follows on the
client machine:
1. Exit any/all Windows applications.
2. Insert the Center 4.0 CD into the CD ROM drive.
3. Run the
step installation instructions as they appear on the screen.
You are now ready to log onto Center as a Desktop User, N-TeliAgent or
an NCS Supervisor. For more detailed information on each version, refer
to subsequent chapters in this manual.
Center
Setup
on a Client System
program under \
Center Client
and follow the step by
Session Licensing and License Upgrade
Procedures
Customers purchase one or more of these packages for the desired capacity
of simultaneous Center users. For example, if purchasing the 16 sessions
license for a group of 20 people, all 20 workstations can have Center
installed, but only 16 workstations can use Center at the same time.
Upgrading Licenses
To increase the number of simultaneous Center sessions, follow these
steps:
1. Insert either the NCS Ware 4.0 CD or the Center 4.0 CD into the CD
drive.
2. Run the
setup program.
3. Select the
4. Enter the 20-digit software license key located on the
License Agreement
Next
5. After the code is validated, the system will confirm that the upgrade
was successful and ask if you wish to add additional licenses.
You can add additional licenses now or at any point later by following
this procedure.
SETUP.EXE
Upgrade N-TeliView License
.
in the NCS Ware or Center folder to run the
shipped with your upgrade package and click
option and click OK.
End User
Installation
Center 4.0 User Guide
5
Installation
6. You can verify the new license and number of sessions installed when
you run NCS Admin by selecting
menu, then clicking the
that displays licenses and session information.
The NCS Ware server does not need to be rebooted to activate these new
sessions installed with this upgrade procedure.
License Information
About NCS Ware…
button to view a window
on the
Help
Removing Center Software
Uninstalling
1. At the client machine, close the Center application. Right click on the
telephone icon on the system tray and click
1. From the Windows
Uninstall Center
2. Click OK when the dialog box asks if you want to uninstall the
program, and respond to any additional prompts.
Center
.
Start
menu, select
Exit
Programs
.
Center
Uninstalling N-TeliView Voice Mail Service at
NCS Serv
1. From the Windows
VM Service Stop NTeliView VM Service
2. In the Control Panel, select
3. Choose
Change/Remove
you’re running.
4. Click OK to in the dialog box to confirm you want to remove the
service, and respond to any additional prompts.
N-TeliView VM Service
Start
menu, select
Add/Remove Programs
button, depending on which version of Windows
Programs
and click the
NTeliView
.
.
Add/Remove
or
Microsoft Outlook Support
Center supports Microsoft Outlook 97, 98, and 2000, permitting the Center
user to obtain phone numbers to dial from Outlook’s Contact Lists. Center
also allows the user to see the incoming calls which have a matching record
in the Outlook Contact Lists.
6
Center 4.0 User Guide
ACT/GoldMine Support
Center requires that you to set up the Microsoft Contacts list prior to using
this feature in Center.
ACT/GoldMine Support
Center supports ACT 2000 and GoldMine 5.0 contact management
software, allowing the Center and N-TeliView user to access contact lists
from ACT or GoldMine contact records.
Installation
Center 4.0 User Guide
7
Installation
8 Center 4.0 User Guide
Getting Started
C
HAPTER
Logging In
2
Center 4.0 is a suite of desktop applications for managing personal calls,
workgroup calls and performing phone and supervisory functions from a
PC. Center contains three applications:
• N-TeliView is the primary software application designed for general
PC desktop users in an NCS Serv environment. With N-TeliView
you can access, configure and perform several of NCS Serv’s PBX
functions directly from the desktop. These functions include call
handling, call forwarding, voice messaging, extension monitoring, and
N-TeliFind, One Number Access. In addition, N-TeliView integrates
with contact management software including Microsoft Outlook, ACT
and GoldMine.
• N-TeliAgent is a version of Center designed for workgroup agents.
Through an N-TeliAgent windows, you can monitor workgroup
related statistics, workgroup call pick up and member login/logout
directly from the desktop.
• NCS Supervisor is a version of Center designed for supervisors of
workgroup agents. Through NCS Supervisor you can monitor the
status and performance of a workgroup, including N-TeliAgent calls,
real time workgroup statistics and trunk state. This information can be
stored to an internal or external CDR database for future review and
analysis.
Getting Started
Logging In
Before you log in
When you log in for the first time, you need to know either the server name
or the IP address of the server you’ll be linking to. If you use the server
name and not the IP address, Center replaces the name with the IP address,
eliminating the need of a DNS (Domain Naming System) search each time
you log on.
To obtain the NCS Serv IP address, ask your IT administrator.
Center 4.0 User Guide 9
Getting Started
If you are connecting to the Internet through a modem connection, before
you log in, establish a session connection from your PC to your local
Internet Service Provider. If you’re using a low-speed connection, the login
may take some time as a large amount of data is transferred to your desktop.
To Log In
1. Run the Center application and, if this is the first login to this
NCS Serv system, enter the servers IP address or name of the system
you will be using. If this is not your first login, go on to the next step.
Figure 1. Logging In
2. Enter your Extension number and Password assigned to your phone.
Optionally, you can check the Always save password check box to
store your login password the next time you access Center.
3. To use an IP connection for voice communication, the extension must
be set up as in IP extension in NCS Admin and you must have
Microsoft NetMeeting 3.01 or higher installed on your desktop. You
cannot log in as a workgroup agent or supervisor using an IP extension.
Refer to the discussion in the next subsection for more information on
using IP extensions.
4. If you’re using a full duplex sound card and headset as an IP extension,
select the IP Extension Integrated with NetMeeting check box to
access Center through an IP extension.
If you’re using an Internet Phone Jack or IP telephone, do NOT select
the IP Extension Integrated with NetMeeting check box.
10 Center 4.0 User Guide
Logging in from a Remote Location (IP Extension)
5. Click OK to open the next login window.
Figure 2. Choosing the type of login
6. Select the usage—Desktop User (N-TeliView), Workgroup Agent
(N-TeliAgent), or Workgroup Supervisor (NCS Supervisor)—and
click OK to complete the login.
Logging in from a Remote Location (IP
Extension)
For desktop use, but not for workgroup agent or supervisor use, you can
access Center from a remote location using an IP extension. All the call
handling functions are the same as logging in locally, with the exception of
the ability to configure N-TeliFind, One Number Access. You can pick up
voice mail, forward local business office phone calls to another site such as
a home desktop PC, and even receive the phone calls as you would at the
office.
In order to run Center remotely, if you connect to the Internet through a
modem connection, first you need to establish a session connection to your
Internet Service Provider.
To use Center remotely through an IP Extension, follow the steps below.
1. Check with your administrator to make sure the extension you’re using
has been set up as an IP extension in NCS Admin.
2. If you are not already running NetMeeting 3.01 or higher, download
and install it from Microsoft’s web or FTP sites.
3. Leave the IP Extension Integrated with NetMeeting check box
unchecked unless you specifically want to use that option. (See
Figure 1 on page 10.)
Getting Started
4. Click OK.
Center 4.0 User Guide 11
Getting Started
Note for those using the IP Extension Integrated with
NetMeeting option. Center uses conferencing features that
require the same data channels as NetMeeting. If NetMeeting
is running, you will see a prompt reminding you to close the program.
Troubleshooting IP Connectivity
If problems occur, they may be due to a failure to connect to your ISP
provider or due to firewalls at your work preventing direct access to the
NCS Serv server. For firewall installation, see the NCS Ware Getting
Started Manual chapter on Software Installation.
As a test, you can choose Run from the Windows Start menu, then enter
Ping <IP address> [ENTER]
where <IP address> is the NCS Serv system you want to connect to. An
example of the IP address form is 123.234.231.143
If you do not get a response, contact your LAN administrator for support.
Hiding or Exiting
Using Center as a desktop user or workgroup agent,
when you minimize the Center desktop by clicking the
Minimize symbol (the dash), it is hidden—it doesn’t
appear anywhere in the Windows desktop except as a telephone icon in the
tray in the lower right corner, as discussed in a following subsection.
To exit Center entirely, right click the telephone icon and select Exit.
Pop Up
You can configure Center to pop up when you have incoming calls, when
you’re using center as a desktop user or workgroup agent. Pop ups work
when Center is hidden (minimized) but not when you have exited (closed)
the program. See “Screen Pop and Auto Close” on page 57.
Center
when You Get a Call
Center
12 Center 4.0 User Guide
Hiding or Exiting Center
Using the Windows Tray Telephone Icon
After you log in, the Center icon (a telephone) is displayed on the Windows
tray, normally at the bottom right of your screen. When you have new voice
mail, the telephone grows a little yellow envelope, as shown in the lower
icon.
Figure 3. Telephone Icon in the Windows Tray
If the Center interface is not on your Windows desktop, but this icon
appears in the Windows tray, you double-click it to open the Center main
window, or you can right click it to pop up a menu, then select the Center
window you want to open.
Resizing the Display
You can re-size many N-TeliView and Center windows in the normal
Windows method: place the cursor at a window edge or corner, then drag
the window to the size you want.
Also, the field size for any field can be increased or decreased by pointing
the cursor to either side of the field’s main column. The cursor changes to
a movable double bar (||) that can be moved to resize the column.
Getting Started
Center 4.0 User Guide 13
Getting Started
C all States
Center applications all report the status of calls. A list of the states includes
the following:
• AA - the call is being transferred to an Auto Attendant.
• Busy - callee is busy or not available
• Call Pending - the call is placed into a workgroup queue
• Conference - the call is in conference
• Connect - the call is connected
• Dial Tone - a dial tone is present, N-TeliView is ready to dial out.
• Error - receipt of an error tone
• Hold - the call is on hold.
• Hold Pending - the call is being transferred or conferenced.
• Idle - the extension is not in use.
• Music on Hold - an extension user placed the call on hold to take
another call
• Park - the call is parked
• Play - Playing voice mail
• Proceeding - the outgoing call is in progress
• Record - Recording an introductory message
• Ringback - Caller receives this state while callee is ringing
• Ringing - there is an incoming call
• Voice mail - the call is in voice mail
14 Center 4.0 User Guide
Error Messages
Error Messages
The following errors may be displayed as login or connectivity errors.
Error Message Description Solution
NCS Serv connection
limit has been
exceeded
Before using this
program, please set up
area code and external
number
Cannot connect to
NCSLink. Please
check server name or
network connection.
Cannot get voice mail
list right now because
mail box is already
being accessed.
Mail service is
unavailable. Please
check with your
administrator.
More than the allowed
number of N-TeliView
users have attempted to
log on.
Area code and external
number have not be
established for Center.
You are not connected
to NCS Serv.
Mail box is in use by
NCSMail and is
temporarily
unavailable.
Voice mail service is
not enabled on
NCS Serv
Maintain the number of
N-TeliView users or add
additional licensing.
Set area code and external
number in the configuration
channel BEFORE using
Center.
Check the server field (IP
address or DNS name) by:
1. Pinging the network server
address OR
2. Try using the IP address of
NCX Serv (if using the DNS
name in the server field)
Wait a while, then try again.
Make sure voice mail service is
started.
Getting Started
NetMeeting is already
used by another
application, so you
cannot enable IP
Extension Integrated
with NetMeeting.
Check for conf.exe in your
computer’s memory. If it’s
there, terminate it. Then retry
logging in with the IP
extension option.
Center 4.0 User Guide 15
Getting Started
Error Message Description Solution
Please register
CmdInterface.dll
(regsver32
CmdInterface.dll)
Required Option Pack
License. Please
contact your local
dealer.
You have entered an
invalid password.
Please try again.
You need to install
NetMeeting to use “IP
Extension integrated
with NetMeeting.”
NCSLink uses this dll
to communicate with
NCS Serv. It should be
registered in user
system.
A Center 4.0 license is
required but not
installed.
The password and
confirmation box
entries do not match.
You tried to log in with
the IP extension option
without an installed
version of NetMeeting.
Re-register this file. Go to
“Center 4.0" and type in
command window, regsver32
CmdInterface.dll
Install option pack license in
NCS Serv system.
Make sure you are entering the
password correctly in both
boxes.
Install NetMeeting 3.01 or
higher from Microsoft’s web or
FTP sites.
16 Center 4.0 User Guide
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