NEC ncs console r4.0 User Guide

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.

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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4.0 User Guide

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

NCS Console

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.

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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.

NCS Console

4.0 User Guide

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.

NCS Console

4.0 User Guide

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

NCS Console

4.0 User Guide

minimum

requirements:

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

NCS Console

4.0 User Guide

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

NCS Console

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.

NCS Console

4.0 User Guide

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