NCS Console
For NCS Ware Release 4.0
User Guide
Part No. 77000CON04
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
Table of Contents
Contents
Warranty . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . iii
Before You Begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1
About NCS Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
New in Version 4.0. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Package Contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Before You Install NCS Console . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Installing NCS Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4
Extension Settings Apply to NCS Console . . . . . . . . . . . . . . . . . 5
About the NCS Console Main Window . . . . . . . . . . . . . . . . . . . . . . 6
Busy Lamp Field View (BLF tab) . . . . . . . . . . . . . . . . . . . . . . . . . . 8
All Extensions View (ALL tab) . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Trunk Status View (Trunk tab) . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Speed Dial View (SPEED tab) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Call States . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Keyboard Shortcuts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Mouse Shortcuts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Handling Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13
A General Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Headset or Hands Free Call Handling . . . . . . . . . . . . . . . . . . . . . . 13
Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Answering Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Answering Calls without Using the Phone Hand Set. . . . . . . . . 14
Answering Calls when You’re Already Connected . . . . . . . . . . 14
Answering Calls to Other Extensions. . . . . . . . . . . . . . . . . . . . . 15
Hanging-Up . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Hold and Hold Pending . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Transferring Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Blind Transfer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Supervised Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
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Table of Contents
Transfer to Auto Attendant. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Transfer to Voice Mail. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
System Call Park . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Conference Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Overhead Paging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Configuring NCS Console Settings . . . . . . . . . . . . . . . . . . . . .22
Setting Your Extension Number . . . . . . . . . . . . . . . . . . . . . . . . 22
Setting the Auto Attendant Number. . . . . . . . . . . . . . . . . . . . . . 22
Setting NCS Console Behavior and Overhead Paging. . . . . . . . 23
Setting Speed Call List Entries. . . . . . . . . . . . . . . . . . . . . . . . . . 23
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .I
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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.
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iii
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.
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About NCS Console
Before You Begin
About NCS Console
NCS Console is an attendant console application for a client system or
personal computer running Microsoft Windows 95/98/2000 or Windows
NT (Server or Workstation) 4.0 with Service Pack 6a (or higher).
It connects to NEC’s NCS Serv, the telephony server, running
Release 4.0
operators on the same NCS Serv system. However, you must purchase a
copy of NCS Console for each operator.
NCS Console provides the following call handling functions:
or higher. This can simultaneously support up to three (3)
• Placing and answering calls
• Placing Calls on Hold
• Transferring Calls (Blind and Supervised Transfers)
• Transferring Calls to Voice Mail
• Transferring Calls to Auto Attendant
• Conference Calls (with up to six total parties)
• Parking Calls
• Accessing Overhead Paging, if that is available on your system
NCS Ware
New in Version 4.0
• Incoming calls are displayed with the user name associated with
DNIS/DID numbers, if the name is assigned. If there is no name
assigned, the number itself is displayed.
• A trunk view displays the status of trunk lines, telling which are in use
and by whom.
• Extension status views are updated for users logging on or off in real
time and automatically.
• The Parked Calls list displays the name of the person who parked the
call and the duration of the call park.
• Overhead paging can use a trunk line, if it’s available and configured.
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1
Before You Begin
Functional Changes
In addition to new features, some existing functions have changed in
response to user needs and requests.
• The
• Call handling functions now operate on a currently connected call
• When there is a Ringing status, you can now pick up both Ringing and
• The user’s extension must be off hook to place a call.
Hang Up
only, with the exception that Overhead Paging simply requires that you
have a dial tone.
Hold calls.
button can only disconnect calls on your extension.
Package Contents
The following items are included in the NCS Console package:
• NCS Console 4.0 CD ROM
• NCS Console 4.0 User Guide
• NCS Console End User License Agreement
Make sure you have all items listed above. If anything is missing or
damaged, please contact your Authorized NEC Dealer.
System Requirements
The client system must meet the following
• Windows 95/98/2000 or Windows NT 4.0 (Server or Workstation)
with Service Pack 6a (or higher) installed.
• Intel 166 MHz or faster Pentium processor
• 30 MB available hard disk drive space
• 64 MB DRAM
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4.0 User Guide
minimum
requirements:
Before You Install NCS Console
Before You Install NCS Console
• NCS Ware Release 4.0 or higher must be installed on the NCS Serv
system to which the NCS Console client will connect.
• In NCS Admin, the operator’s extension should be configured to
enable
Multiple Call Waiting
configure the extension’s
Handling
• The client system should be connected to the NCS Serv system over
the LAN.
.
as an Answering option. Also,
Busy Call Handling
and
No Answer
Installing NCS Console
1. Insert the NCS Console CD into the CD-ROM drive.
2. Run the
appear on the screen.
Setup
program and follow the installation instructions as they
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4.0 User Guide
3
Getting Started
Getting Started
Starting NCS Console
Start NCS Console from the
will appear.
In order to run NCS Console, NCS Serv server must be up and
running. While NCS Serv is running, the data you see in your
NCS Console windows is refreshed and updated. If NCS Serv
is stopped in the middle of an NCS Console session, you will be prompted
to close your session.
Figure 1. Console Log In dialog box
• Inter the name of the NCS Serv server. Ask you network
administrator if you do not know the name of the server.
• Enter your extension number.
You can only use a
Although this physical extension can belong to workgroups (e.g.
operator workgroup), NCS Console will only display calls for the
physical extension it controls, and not calls in queue for any
workgroups that the physical extension may belong to. (However,
once the call in a workgroup queue rings your physical extension,
the call appears in NCS Console.)
• Enter your password and click on OK.
Note:
Password protection was added to NCS Console in
version 4.0
Start | Programs
physical
extension number when logging in.
menu. The login dialog box
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4.0 User Guide
Installing NCS Console
First Time Login
The first time you run the NCS Console application, you should configure
its operation to meet your needs. Click the
window to open the Setup window. Refer to “Configuring NCS Console
Settings” on page 22
Setup
button in the main
Extension Settings Apply to NCS Console
If you have configured your extension settings by way of other NCS Serv
interfaces, those settings apply when you run NCS Console on your
extension. For example, if you enable Headset and Manual Answer Mode
by pressing #82 on your telephone keypad, that setting is active when you
use NCS Console.
The Handsfree and Headset Mode allows you to answer calls using a
headset or by speakerphone (with the speakerphone turned on). This is one
setting you’ll probably want to use in a busy environment. See the
discussion on page 13.
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4.0 User Guide
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Getting Started
About the NCS Console Main Window
When you run NCS Console, you see the main window, an example of
which is shown here.
Figure 2. NCS Console main window
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4.0 User Guide
About the NCS Console Main Window
The main window is composed of the following displays and buttons:
• The
• The
title bar
Info
displays your extension number.
line at the bottom displays information on the current action
or about errors.
• The
Active Calls
panel shows the status and information about
currently connected calls, including caller ID and DNIS information if
available.
With the Multiple Call Waiting feature enabled for the your extension
on the NCS Serv, this panel can hold up to 50 concurrent calls.
The call states shown in the status column in the Active
Calls and other views, are described on page 10.
• The
Parked Calls
panel shows for whom the call is parked, who
parked it, and the call park ID, a unique number assigned to each call
parked call that allows the user to pick up the right call.
• The
Dial Pad
provides answering and dialing functions. The Dial Pad
is disabled when it is not available, for example, when you’re
connected to a call and haven’t taken some action place it on hold.
The * and # keys are always dimmed because they are not supported in certain networking functions at this time.
The
Roll Back
return” function.
Transfer or Conference Call attempt, and reconnect the original call.
button, unique to NCS Console, has a “cancel and
For example, clicking it will drop a Supervised
• The
Call Handling
buttons provide options such as conferencing,
transferring, hold and park.
• The
• The
Setup
button accesses the NCS Console Setup windows
Help
button gets online help.
• The right portion of the NCS Console desktop shows details view of
different activities, each represented by a tab. These views are
described in the subsequent subsections.
You can change views in this multi-view panel by clicking on
a tab or jump from view to view by right-clicking anywhere in
the main window.
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7
Getting Started
Busy Lamp Field View (BLF tab)
The panel at the right of the main window contains four tabs. The first tab
is labeled
extensions on the NCS Serv system.
You can sort by any of the columns except the Status column by clicking
the column heading. Clicking the heading repeatedly reverses the sort order
from descending to ascending and vice versa.
Besides the extension and name of the extension user, this list displays the
status of calls, which are described on page 10.
Further, at the left of each extension is a colored dot:
• a solid black dot means the extension is in a Do Not Disturb state.
• a solid green dot means the extension is Idle.
• a solid red dot means the extension is busy—off-hook or ringing.
• a red circle means the extension is On Hold.
BLF,
or
Busy Lamp Field
. This display lists only
physical
All Extensions View (ALL tab)
The second tab in the panel at the right is labeled
This panel view displays
pilots—in the NCS Serv system.
In addition to the columns that are the same as that of the
in the preceding subsection, an
extension: PH Physical, VR (Virtual), WG (Workgroup).
Also, the status column shows a
for workgroup pilot and virtual extensions.
Further, in this view, an A (for Attendant) appears in place of a dot to
indicate your extension.
As with the BLF view, you can sort by any of the columns except the Status
column by clicking the column heading. Clicking the heading repeatedly
reverses the sort order from descending to ascending and vice versa.
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4.0 User Guide
all
extensions—physical, virtual and workgroup
Extension
black circle
column displays the type of
ALL
.
BLF
tab described
next to the extension number
Trunk Status View (Trunk tab)
Trunk Status View (Trunk tab)
The third tab in the panel at the right is the
The Trunk view displays
card ID and port (channel) number on the board. For example, in location
00:05, the card ID is 0 and the port number is 5.
The Status column states are described on page 10.
The dots at the left have the following meanings:
• A black circle means not ready.
• A green circle means idle.
• A red circle means the line is in use, off hook for some reason such as
on hold, or in an error condition.
If all trunks are busy, the
that no more trunks are available.
Location
Trunk
and
tab title will flash to notify the operator
Trunk
Status
. The
tab.
location
identifies the
Speed Dial View (SPEED tab)
The last tab in the panel at the right is the
The Speed Dial view displays a list you can set up for speed dialing and
speed transfers. It is similar to, but more functional than, the system or
station speed dialing lists in NCS Serv.
You can set up your Speed Dial list as described on page 23.
The columns information is the same as that in the
above, but there is an additional dot indicator: a solid blue dot represents an
outside line.
As with the BLF or All view, you can sort by any of the columns except the
Status column by clicking the column heading. Clicking the heading
repeatedly reverses the sort order from descending to ascending and vice
versa.
Speed
tab.
BLF
and
ALL
views
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Getting Started
Call States
The
Status
column appears in many of the NCS Console panels. The call
states and their dot indicators [in brackets] can be one of the following.
Generally stated, red means the line is being used; green means idle.
•
AA
(Auto Attendant) [a solid red dot]—a call being transferred to the
auto attendant.
•
Busy
[a solid red dot]—the called party is busy.
•
Conferenced
•
Connected
extension.
•
Dial Tone
•
Disconnect
•
Error
dialed number. You must hang up to clear this status.
•
Hold
[a red circle]—a call placed on hold by pressing the
•
Hold Pend
hold during a call handling process such as conference or transfer
using the
for this status is a
[a solid red dot]—call participating in a conference call.
[a solid red dot]—a call that is connected to a call or
[a solid red dot]—the user’s extension is off-hook.
[a solid red dot]—a call is disconnected.
[a solid red dot]—there is an error, usually with regard to the
Hold
button.
[a red circle]—the status of a call placed on “temporary”
Call Handling Keys
red circle
(other than the
.
Hold
button). The icon
•
Idle
[a solid green dot]—an extension with no current activity and
available to make or receive calls.
•
In Use
[a solid red dot]—an extension that is busy or in an
intermediate state (e.g. during a transfer).
•
Park
[a solid red dot]—a call that is parked, being parked or is in a
Multiple Call Waiting queue.
•
Proceeding
•
Ringing
•
Setup Call
conferencing.
•
VM
mail.
10
NCS Console
(Voice Mail) [a solid red dot]—a call transferred to or in voice
[a solid red dot]—an extension setting up (dialing) a call.
[a solid red dot]—an
[a solid red dot]—a call ready for transferring or
4.0 User Guide
incoming
call that is not yet answered.
Keyboard Shortcuts
Keyboard Shortcuts
General Tips
• You can type extension or phone numbers using the keyboard number
keys or the number pad.
• Once you are in any of the panel views you can use the keyboard arrow
keys to scroll through and select a desired call or extension.
• Clicking the
Roll Back
button with a number in the dial pad phone box
selects the number for copying or deleting.
Specific Keyboard Shortcuts
Call Handling Function/
1
Button
Hang-Up Alt-h .
Dial Alt-d Enter
Roll Back Alt-r -
Answer Alt-a +
Blind Transfer Alt-b /
Supervised Transfer Alt-s *
Park Alt-p
Overhead Paging Alt-x
Hold Alt-o
Voice Mail Alt-v
Conference Alt-c
Auto Attendant Alt-u
Clear Dialed Number Delete
1. The limitations that apply to all calls also apply to these shortcuts:
while connected to a call, you cannot place another call, but you can
answer another incoming call. To place or answer a call, your phone
must be off-hook.
Keyboard
Short Cut
Number Pad
Short Cut
2
2. To use the numeric keypad functions, the Num Lock must be on.
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11
Getting Started
Mouse Shortcuts
You can use several mouse shortcuts. The limitations that apply to all calls
also apply to these shortcuts: while connected to a call, you cannot place
another call, but you can answer another incoming call. To place or answer
a call, your phone must be off-hook.
• Double-click an extension in any list of extensions to call that
extension.
• Double-click an incoming call (Ringing state in the Active Calls list)
to answer it.
• Double-click a call on Hold (Hold state in the Active Calls list) to pick
it up.
• Double-click an incoming call to another extension to redirect it to
your extension.
• While you’re connected to a call, double-click another call to put the
first call on hold and take the new one.
• If you double-click a call with the Hold Pend status, it is the same as
clicking the
Transfer attempt or a Conference attempt and reconnects you to the
original call.
Roll Back
button. That is, this action cancels a Supervised
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4.0 User Guide
A General Procedure
Handling Calls
A General Procedure
In general, the steps in handling a call in NCS Console are as follows:
1.
Select the call
2.
Select the operation
Select the destination
3.
should be sent.
4. Click the
Double-clicking the destination number in step 3 completes the action and
eliminates the need for step 4. Some actions, such as conferencing, are
somewhat more complex.
Headset or Hands Free Call Handling
You can perform the basic functions such as dialing and answering in
NCS Console without having to pick up the telephone handset. To do so,
you must enable the
extension. There are two different methods for using this feature:
.
such as Blind Transfer, Park, Hold, etc.
extension or outside number where the call
Dial
button or press
Handsfree and Headset Mode
Enter
on the keyboard.
(#82) for your
• The receiver can be on-hook and the speaker phone turned ON, or
• You can use a headset. Depending on the telephone used, the speaker
phone may have to be on or off for headset operation
In this mode, you can answer calls using the
using the
You must be off-hook to use the on screen buttons. If the speaker phone is
off and the handset is on-hook when you try to answer a call using the
Answer
NCS Console will display an
INFO
Dial
button, or you can use their keyboard shortcut equivalents.
button, or if you try to place a call using the
Invalid Operation
line.
Answer
NCS Console
button or make a call
Dial
error message in the
button,
4.0 User Guide
13
Handling Calls
Dialing
In the NCS Console main window, you can dial as follows:
1. Type a number using the keyboard number keys or the numeric
keypad, or click numbers on the dial pad, or select a number in one of
the view panels (BLF, All, or Speed).
2. Click the Dial button, or press Alt-d or the Enter key on the keyboard.
The Double-Click Shortcut
If you’re calling a number in one of the view panels (BLF, All, or Speed),
simply double-click the number.
If the call is to an outside number, enter the entire phone number, including
the trunk access code and area code if necessary.
Answering Calls
You can answer a call simply by picking up the receiver. Use the Answer
button or double-clicking to answer calls without picking up the phone.
Answering Calls without Using the Phone Hand Set
If it isn’t already enabled, turn on the Hands Free and Headset Mode as
discussed on page page 13.
• When you get a ring, click the Answer button or press Alt-a on the
keyboard or the + key on the numeric keypad to answer the call
through the speaker phone or headset.
• To answer a call with the Ringing status in the Active Calls list,
double-click it.
Answering Calls when You’re Already Connected
If you take a Ringing call in the Active Calls list by double-clicking it while
you are already connected to a call, that call is placed on hold while you
connect to the new call.
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NCS Console 4.0 User Guide
Hold and Hold Pending
Answering Calls to Other Extensions
You can take calls that were going to another extension under certain
conditions:
You can’t answer (take) a call to another extension if you have calls other
than Hold calls in the Active Calls list. You have to deal with pending calls
first.
You can answer (take) the call if it shows a Ringing status.
Use the Answer button, Alt-a, and the numeric keypad + key can also pick
up calls ringing to other extensions.
To pick up a ringing call on another extension
Select the extension call in the BLF/ALL/SPEED panel view, then click
the Answer button or press Alt-a on the keyboard; or, simply double-click
the extension call you want to pick up.
Hanging-Up
Use the Hang-Up button, or alternatively, Alt-h, to disconnect a call
without having to place the phone back on-hook.
The Hang-Up button does not disconnect calls on hold. If you want to
disconnect a call on hold, select it in the Active Calls list and then click the
Hang-Up button.
Hold and Hold Pending
You can place a call on hold in two different ways:
• Click the Hold button to put the call on hold until you click Hold again.
• Any time you use one of the other call handling functions such as Blind
Transfer or Park, the call is put on Hold Pending (which appears as
Hold Pend) until the call handling action is completed.
• A key difference between the types of Hold is that Hanging up will not
disconnect a call on Hold but will disconnect a Hold Pend call.
You can only put a call on hold if you are Connected to it, and not while it
is Ringing. Also, you cannot put active conference calls on hold, even if
you are participating in the conference.
NCS Console 4.0 User Guide 15
Handling Calls
Calls on hold will ring back on your extension if they are not picked up with
the time-out period set in the NCS Ware Administrator.
To Place a Call on Hold
• While connected to a call, click the Hold button or press Alt-o on the
keyboard.
The call is placed on hold and will hear music or recorded greetings (if it is
configured in NCS Serv) until it is picked up or you get a ring back.
To Pick-Up a Call on Hold
The call must have a Hold status in the Active Calls list.
• To pick up the call, Double-click it in the Active Calls list, or select it
and click the Hold button, or select it and press Alt-o.
Transferring Calls
When You Can and Can’t Transfer Calls
Transfer functions include blind and supervised transfer, transferring to an
auto attendant, transferring to voice mail, and parking calls. These
functions follow the following simple rules.
• With the exception of transferring to voice mail or auto attendant, the
call to transfer must be Connected in the Active Calls list. If it’s
Ringing, double-click it to connect it.
If there is no selection and there is no currently connected call, the first
ringing call is selected.
• You can transfer Ringing as well as Connected calls to voice mail or
to an auto attendant.
• You cannot transfer calls with a Hold or Hold Pending status.
• You cannot transfer calls involved in a conference call, even if you are
participating in the conference call.
16 NCS Console 4.0 User Guide
Transferring Calls
Blind Transfer
Blind Transfer transfers an incoming call to an extension without your
having to wait for the called party to answer. For limitations on this
transfer, see the discussion, “When You Can and Can’t Transfer Calls” on
page 16.
To Blind Transfer a Connected Call
1. Click the Blind Transfer button or press Alt-b on the keyboard.
2. Select the destination extension from one of the view panels (BLF/
ALL/SPEED) by clicking it, or simply enter the destination extension
number in the Dial Pad.
If the transfer is to an outside number, enter the entire phone number,
including the trunk access code and full number if necessary. To use
Centrex Transfer, transfer the call using your desk set dial pad.
3. Click the Dial button or press Enter on the keyboard.
Double-clicking the destination extension number at step 2 eliminates
this step.
Supervised Transfer
Supervised Transfer allows you to transfer a call to another extension
after checking if the called party at that extension wants to receive the call.
For limitations on this transfer, see the discussion, “When You Can and
Can’t Transfer Calls” on page 16.
To Transfer a Connected Call
1. Click the Supervisor Transfer button or press Alt-s on the keyboard.
2. Select the destination extension from one of the view panels (BLF/
ALL/SPEED) by clicking it, or simply enter the destination extension
number in the Dial Pad.
If the transfer is to an outside number, enter the entire phone number,
including the trunk access code and full number if necessary. To use
Centrex Transfer, transfer the call using your desk set dial pad.
3. Click the Dial button or press Enter on the keyboard.
Double-clicking the destination extension number at step 2 eliminates
this step.
NCS Console 4.0 User Guide 17
Handling Calls
4. After connecting to the destination party, verify that the person wants
to accept the call, and depending on their response, do one of the
following:
• If yes, click the Supervised Transfer button or press Alt-s on the
keyboard again to complete the transfer.
• If no, click the Roll Back button or press Alt-r on the keyboard to
cancel the transfer and return to the original caller.
Transfer to Auto Attendant
You can transfer a connected or ringing call to any Auto Attendant as
follows.
This function can make use of the default Auto Attendant which is
described under “Configuring NCS Console Settings” on page 22.
1. Select the Connected or Ringing call in the Active Calls list.
2. Click the Auto Attendant button or press Alt-u.
3. If you want to transfer the call to the default Auto Attendant, skip to
the next step. If the Auto Attendant ID you want is different from the
default, enter it in the Dial Pad.
4. Click Dial or press Enter on the keyboard.
Transfer to Voice Mail
You can transfer a connected or ringing call to the voice mail of any
extension. If you do not select an extension, the caller is transferred to your
own voice mail.
1. Select the Connecting or Ringing call in the Active Calls list.
If you do not select a call and then proceed with these steps, the
currently connected call is selected by default.
2. Click the Voice Mail button or press Alt-v.
3. Select the voice mailbox for the extension to which you want to
transfer. You can select the extension number from the BLF or ALL
panel views or enter the number using the Dial Pad.
4. Click the Dial button or press Enter on the keyboard.
Double-clicking the extension in step 3 eliminates this step.
18 NCS Console 4.0 User Guide
System Call Park
To Transfer Users to their own NCS Mail Voice Mailboxes
If a user calls in and wants to be transferred to his or her own voice mailbox,
follow the “Transfer to Voice Mail” in the preceding subsection to transfer
the user to their own voice mail.
In addition, inform the person to press the * key during the voice mail
greeting to gain access.
The user is then prompted to enter a password or to press # to log into a
different extension’s mailbox.
System Call Park
System Call Park allows you to park a call at a public location. The system
announces where the call is parked—a location number for an extension.
After a time-out period expires without the call being answered, your
extension is rung to let you know the call is still parked. The time-out
period is set in the NCS Ware Administrator.
Up to 100 calls can be parked simultaneously using System Call Park.
On the phone set, System Call Park is performed by entering FLASH #41.
For limitations, see the discussion, “When You Can and Can’t Transfer
Calls” on page 16.
To Park a Connected Call
1. Click the Park button or press Alt-p on the keyboard.
2. Select the destination extension from one of the view panels (BLF/
ALL/SPEED) by clicking it, or simply enter the destination extension
number in the Dial Pad.
3. Click the Dial button or press Enter on the keyboard.
Double-clicking the destination extension number at step 2 eliminates
this step.
The system automatically assigns an ID number to the parked call and
lists the call in the Parked Calls panel.
Parked calls ring you back to you after a time-out period if a user does not
pick up the call. The time-out period is set in the NCS Ware Administrator
application. Remember to notify users of their parked calls periodically.
NCS Console 4.0 User Guide 19
Handling Calls
To Pick-Up a Parked Call
You cannot be currently connected to any other call when you pick up a
parked call.
1. Click the Park button or press Alt-p on the keyboard.
2. Select the parked call from the Parked Calls list and click the Dial
button.
Shortcut: Double-click the parked call in the Parked Calls list
to immediately take the parked call.
Conference Calls
NCS Console can provide for a connection of up to 6 parties into a
conference call.
While you are participating in a conference call, you cannot handle other
incoming calls other than transferring Ringing calls to voice mail, to an
Auto Attendant, or to an extension using Blind Transfer.
You cannot mix NCS Console conferencing with phone set conferencing in
the same conference session.
To Setup a Conference Call
While connected to the first conference participant other than yourself:
1. Click the Conference button or press Alt-c to call the second party.
2. Select the second party’s extension number from the BLF/ALL/
SPEED tab or enter the extension number using the Dial Pad.
To add an outside caller to the conference call, enter the full phone
number, including trunk access code and area code, if necessary, using
the Dial Pad.
3. Click Dial or press Enter on the keyboard.
Double-clicking an extension in step 3 eliminates this step.
4. After connecting with the second party and announcing the conference
call, click the Conference button or press Alt-c to add the call to the
conference.
If the party does not want to join the conference call or is not available,
click the Roll Back button or press the Alt-r to cancel the operation
and to the conference call.
5. Repeat the above steps for each party you want to add.
20 NCS Console 4.0 User Guide
Conference Calls
Overhead Paging
If your NCS Serv is setup with an overhead paging system, you can connect
to it by clicking the Overhead Paging button. If your system is not setup
with this function, the Overhead Paging button is dimmed.
You cannot answer a call while engaged in an overhead page, nor can you
place the overhead page session on hold.
Also, you cannot use overhead page during a conference call or during a
supervised transfer.
You must have Dial Tone status in order to connect to overhead paging.
Overhead paging options are configured in setup. See “Configuring
NCS Console Settings” on page 22.
To Connect to the Overhead Paging
1. Click the Overhead Paging button.
2. Make your announcement.
3. Click the Hang-Up button to end the session.
NCS Console 4.0 User Guide 21
Configuring NCS Console Settings
Configuring NCS Console Settings
Click the Setup button at the bottom of the main window open the Setup
windows where you can set the default Auto Attendant, audio and popup
behavior, the overhead paging connection and method, and your speed dial
numbers.
In these windows, you can save your changes by clicking Apply, or you
can save and close the setup windows by clicking OK.
Setting Your Extension Number
The NCS Console Setup (tab) window is the default that you’ll see after
clicking the Setup button.
NCS Console version 4.0 automatically sets your extension number when
you log in. The extension number in this box cannot be changed.
Setting the Auto Attendant Number
Click the Auto Attendant Number tab and select the Auto Attendant
number to be used as the default to which callers are sent when you transfer
a call to the Auto Attendant.
You can transfer individual calls to Auto Attendants other than this default,
as described in “Transfer to Auto Attendant” on page 18.
22 NCS Console 4.0 User Guide
Conference Calls
Setting NCS Console Behavior and Overhead Paging
Click the General tab to configure audio, video, and paging settings.
Figure 3. Console Setup General dialog box
• Select the Screen Pop check box to have NCS Console pop up when
a call comes in.
• Select the Audio Beep check box to hear a beep when a call comes in.
• For overhead paging, select whether to send the output to an audio
output (the same as pressing #44 on the phone pad) or to a trunk line
(#45). If you select a trunk line, use the drop down list to select the
trunk to be used for the overhead paging.
Overhead paging is configured in the NCS Ware
Administrator. Check with your system administrator about
the correct settings for these options in NCS Console.
Setting Speed Call List Entries
Click the Speed Call List tab to work on Speed Call entries. This is the list
that appears in the Speed panel view as described on page 9—you can dial
or transfer to these frequently used numbers with a click of a button.
NCS Console 4.0 User Guide 23
Configuring NCS Console Settings
To add a number:
1. Click the Add button in the Speed Call List window to open a dialog.
Figure 4. Setup Window—Add Frequent Call Entry dialog
2. Enter the number, first and last name of the user, workgroup or
external contact.
Outside phone numbers must include all necessary digits such as trunk
access code, long distance prefix, area code, etc.
Entering first and last name is optional; it can help you identify the
entry.
3. Click OK.
To edit a number:
1. Select the number in the Speed Call List window and click the Edit
button to open an Edit dialog that has the same data boxes as the Add
dialog example.
2. Modify the number, first name, or last name as needed.
Outside phone numbers must include all necessary digits such as trunk
access code, long distance prefix, area code, etc.
3. Click OK.
To delete numbers:
• To delete one number, select the number in the Speed Call List
window, click the Delete button, and confirm your decision.
• To delete all the numbers—that is, to clear the list—click the Delete
All button and confirm your decision.
24 NCS Console 4.0 User Guide
Index
Index
A
AA status 10
active calls view 7, 10
All Extensions view 8
answering calls 14–15
attendant extension 22
audio beep 23
Auto Attendant 18
Auto Attendant default 22
B
BLF (see Busy Lamp Field)
blind transfer 17
Busy Lamp Field (BLF) 8
busy status 10
buttons 7
C
call handling buttons 7
call park 19
pickup 20
call park ID 7
call states 10
calls status view 7
conference calls 20
conferenced status 10
configuration 22–24
connected status 10
D
dial pad 7
roll back button 7
dial tone status 10
dialing 14
disconnect status 10
double-click shortcut 14
E
error status 10
extension setting 22
H
handling calls 13–21
Hands Free and Headset Mode 13
hang-up 15
hold
pickup a call on hold 16
hold pend status 10
hold status 10
hold, hold pend 15
I
ID 7
idle status 10
In Use status 10
installation
NCS Console client system 3
system requirements 2
K
keyboard shortcuts 11
M
main window 6
making a call 14
mouse shortcuts 12
multiple call waiting 7
N
NCS Console
basic functions 1
client system installation 3
main window 6
setup 22–24
number pad
shortcuts 11
Index
O
options, setting 22–24
NCS Console 4.0 User Guide I
Index
overhead paging 21
setup 23
P
paging 21
Park status 10
parking a call 19
pickup a parked call 20
placing a call 14
proceeding status 10
R
ringing status 10
roll back button 7
S
screen popup 23
setup 22–24
audio beep 23
Auto Attendant 22
extension number 22
overhead paging 23
screen pop 23
speed call list 23
setup call status 10
shortcuts
double-click 14
keyboard 11
mouse 12
number pad 11
Speed Call list setup 23
Speed view 9
states 10
Status column 10
supervised transfer 17
system call park 19
system requirements 2
rules about 16
supervised transfer 17
to Auto Attendant 18
to user’s voice mailbox 19
to Voice Mail 18
Trunk view 9
trunk, and overhead paging 23
V
VM (Voice Mail) status 10
Voice Mail 18
W
warranty iii
T
Telephone ii
transferring calls 16–20
blind transfer 17
parking 19
II NCS Console 4.0 User Guide
NEC America, Inc., Corporate Networks Group
4 Forest Parkway , Shelton, CT06484
T el: 800-365-1928 Fax: 203-926-5458
cng.nec.com
Other Important Telephone Numbers
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