NEC ncs n-teliview r4.0 User Guide
N-TeliView
Release 4.0
User Guide
Part No. 77000NTEL04
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
W
ARRANTY
C
HAPTER
Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1
Client System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Session Licensing and License Upgrades . . . . . . . . . . . . . . . . . . . . 2
Installation and Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Removing N-TeliView . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Microsoft Outlook Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
ACT/GoldMine Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1
Pre-Installation Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Installing N-TeliView Voice Mail Service on NCS Serv. . . . . . . 3
Installing N-TeliView on a Client System . . . . . . . . . . . . . . . . . . 4
Upgrading Licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Uninstalling N-TeliView . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Uninstalling N-TeliView Voice Mail Service at NCS Serv. . . . . 5
V
C
HAPTER
2
Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7
Logging In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Logging in from a Remote Location (IP Extension) . . . . . . . . . . . . 9
Hiding or Exiting N-TeliView . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Using the Windows Tray Telephone Icon . . . . . . . . . . . . . . . . . 10
Resizing the Display. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Call States . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Error Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
C
HAPTER
3
Using N-TeliView . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15
About the Main Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
About the Calls List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Handling Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .17
Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Dialing By Number. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Dialing By Name or Extension. . . . . . . . . . . . . . . . . . . . . . . . . . 18
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4.0 User Guide
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Table of Contents
Dialing Speed Dial Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Placing Calls on Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Using Call Waiting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Transferring Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Sending Calls to Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Conferencing Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Using Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .23
About the Voice Mail Window . . . . . . . . . . . . . . . . . . . . . . . . . 23
Listening to Your Voice Mail. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Saving Remotely or Locally. . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Deleting the Message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Returning the Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Attaching a Memo . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Forwarding Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Working with Voice Mail Groups (Distribution Lists) . . . . . . . 27
Creating a Voice Mail Group. . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Changing a Voice Mail Group . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Deleting a Voice Mail Group. . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Monitoring Extension Activity . . . . . . . . . . . . . . . . . . . . . . . . .30
Choosing Extensions to Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Reading the Monitor List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Viewing the Call History . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
C
HAPTER
4
Configuring Your Station Features . . . . . . . . . . . . . . . . . . . .35
Apply Button and OK Button. . . . . . . . . . . . . . . . . . . . . . . . . . . 35
General Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Default Trunk Access. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Voice Mail Play Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Screen Pop and Auto Close . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Accessing Databases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Call Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
N-TeliFind, One Number Access. . . . . . . . . . . . . . . . . . . . . . . . . . 40
Message Notifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Station Speed Dialing Setup. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Adding or Editing Station Speed Entries . . . . . . . . . . . . . . . . . . 45
System Speed Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
I
NDEX
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .47
iv
N-TeliView
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.
N-TeliView
4.0 User Guide
v
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.
vi
N-TeliView
4.0 User Guide
Client System Requirements
Chapter 1
Installation
The following items are included in the N-TeliView 4.0 package:
• N-TeliView 4.0 CD ROM
• N-TeliView 4.0 User Guide
• N-Teliview 4.0 End User License Agreement
If any of these items are missing or damaged, please contact your
Authorized NEC dealer.
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
NCSWare Getting Started Manual
.
Installation
• SVGA monitor (800 x 600) with 256 color display, or better
• Keyboard and Mouse
• NCSWare Release 4.0 running on a server accessible to this client.
N-TeliView is call management software that runs with the NCSWare 4.0
system. The N-TeliView software can be installed on a Windows 95/98/
2000 or Windows NT PC.
To install the N-TeliView client software, you may load N-TeliView client
software on a network server and then using your company’s distribution
software, deliver the N-TeliView 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 N-TeliView CD ROM to install the program on each desktop.
N-TeliView
4.0 User Guide
1
Installation
Session Licensing and License Upgrades
NCS Ware (Release 4.0 or higher) comes with one free licensed connection
to support an N-TeliView client.
You can upgrade to Center, an application which includes N-TeliView as
well as N-TeliAgent (for workgroup agents) and NCS-Supervisor (for
workgroup supervisors) by purchasing a Center Server License and adding
client sessions.
If you upgrade to Center, session licenses 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 number for 8 licenses and one number for 16 licenses using
the upgrade installation procedures. The system will have a capacity of 25
total simultaneous connections.
Further, if the customer later wants an additional 6 more simultaneous
connections, he would purchase another 8-user 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.
The NCS Ware server does not need to be rebooted to activate these new
connections.
N-TeliView 4.0 software is packaged in different simultaneous session
licenses. Each package consists of the N-TeliView 4.0 installation CD,
manual and licensing for a particular number of sessions.
N-TeliView
Software and
License
N-TeliView 4.0
N-TeliView 4.0
N-TeliView 4.0
N-TeliView 4.0
2
N-TeliView
Part Number
77313-40-004 4 sessions license
77313-40-008 8 sessions license
77313-40-016 16 sessions license
77313-40-032 32 sessions license
Table 1: N-TeliView starter packages
4.0 User Guide
# of (Simultaneous)
Sessions License
Installation and Setup
Customers may purchase one or more additional license packages for the
desired capacity of simultaneous N-TeliView sessions. For example, if
purchasing the 16 sessions license for a group of 20 people, all 20
workstations can have N-TeliView installed, but only 16 workstations can
use N-TeliView at the same time. (see “Upgrading Licenses” on page 4 for
installation instructions).
Installation
N-TeliView Upgrade
License Only Part Number
N-TeliView 4.0 77314-40-004 4 session license
N-TeliView 4.0 77314-40-008 8 session license
N-TeliView 4.0 77314-40-016 16 session license
N-TeliView 4.0 77314-40-032 32 session license
Table 2: N-TeliView upgrade packages
# of (Simultaneous)
Session License
Installation and Setup
Pre-Installation Checklist
Before installation N-TeliView, 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 next subsection.
• 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 NCS Serv
1. Insert the N-TeliView 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.
SETUP.EXE
prompts.
under
\N-TeliView Server
directory and follow the
N-TeliView
4.0 User Guide
3
Installation
4. Start the VM Services from the Windows
Programs
VM Service
N-TeliView VM Service Start N-TeliView
.
Start
menu, select
Installing N-TeliView on a Client System
After completing the pre-installation checklist and VM Service installation,
proceed as follows on the client machine:
1. Exit any/all Windows applications.
2. Insert the N-TeliView CD into the CD ROM drive.
3. Run the
follow the step by step installation instructions as they appear on the
screen.
Setup
program in the
\N-TeliView Client
directory and
Upgrading Licenses
To increase the number of simultaneous N-TeliView sessions, follow these
steps:
1. Insert the NCS Ware CD into the CD drive.
2. Run the
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 later by following this
procedure.
6. You can verify the new number of extensions when you run NCS
Admin by selecting About
clicking the
displays licenses and session information.
SETUP.EXE
Upgrade Port License
shipped with your upgrade package and click
.
License Information
in the NCS Ware folder to run the installation
option and click OK.
End User
NCS Ware…
on the
button to view a window that
Help
menu, then
4
N-TeliView
4.0 User Guide
Removing N-TeliView
Removing N-TeliView
Uninstalling N-TeliView
1. Exit N-TeliView if it is running (see Exiting N-TeliView, page 10).
1. From the Windows
Uninstall N-TeliView
2. Click OK when the dialog box asks if you want to uninstall the
program, and respond to any additional prompts.
Start
menu, select
Programs
.
N-TeliView
Uninstalling N-TeliView Voice Mail Service at
NCS Serv
1. From the Windows
VM Service Stop N-TeliView 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
N-TeliView
.
.
Add/Remove
or
Microsoft Outlook Support
Installation
N-TeliView supports Microsoft Outlook 97, 98, and 2000, permitting the
N-TeliView user to obtain phone numbers to dial from Outlook’s Contact
Lists. N-TeliView also allows the user to see the incoming calls which have
a matching record in the Outlook Contact Lists.
N-TeliView requires that you to set up the Microsoft Contacts list prior to
using this feature in N-TeliView.
ACT/GoldMine Support
N-TeliView supports ACT 2000 and GoldMine 5.0 contact management
software, allowing the N-TeliView user to access contact lists from ACT
or GoldMine contact records.
N-TeliView
4.0 User Guide
5
Installation
6
N-TeliView
4.0 User Guide
Getting Started
Logging In
Chapter 2
N-TeliView 4.0 is designed for general
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 or an external CDR database for
future data review and analysis.
desktop PC users
in an NCS Serv
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, N-TeliView replaces the name with the IP
address, eliminating the need of a DNS (Domain Naming System) search
each time you log in.
To obtain the NCS Serv IP address, ask your IT administrator.
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.
Getting Started
N-TeliView
4.0 User Guide
7
Getting Started
To Log In
1. Run the N-TeliView 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
telephone.
Optionally, you can check the
store your login password the next time you access N-TeliView.
3. If you’re using an Internet Phone Jack or IP telephone,
the
IP Extension Integrated with NetMeeting
If you’re using a sound card for an IP extension (not recommended),
select the
access N-TeliView through an IP extension.
To use an IP connection, 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. Refer to the discussion in the
next subsection for more information on using IP extensions.
4. Click OK to complete the login.
Extension
number and
Always save password
Password
assigned to your
check box to
do NOT select
check box.
IP Extension Integrated with NetMeeting check box to
8
N-TeliView
4.0 User Guide
Logging in from a Remote Location (IP Extension)
Logging in from a Remote Location (IP
Extension)
You can access N-TeliView 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 N-TeliView 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 N-TeliView 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 8.)
4. Click OK.
Note for those using the IP Extension Integrated with
NetMeeting option. N-TeliView 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.
Getting Started
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.
N-TeliView 4.0 User Guide 9
Getting Started
Hiding or Exiting
anywhere in the Windows desktop except as a telephone icon in the Windows
tray in the lower right corner, as discussed in a following subsection.
To exit N-TeliView entirely, right click the telephone icon and select Exit.
Pop Up
You can configure N-TeliView to pop up when you have incoming calls.
Pop ups work when N-TeliView is hidden (minimized) but not when you
have exited (closed) the program. See “Screen Pop and Auto Close” on
page 37.
N-TeliView
N-TeliView
When you minimize the N-TeliView
desktop by clicking the Minimize symbol
(the dash), it is hidden—it doesn’t appear
when You Get a Call
Using the Windows Tray Telephone Icon
After you log in, the N-TeliView 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 2. N-TeliView Icon in the Windows Tray
If the N-TeliView interface is not on your Windows desktop, but this icon
appears in the Windows tray, you double-click it to open the N-TeliView
main window, or you can right click it to pop up a menu, then select the
N-TeliView window you want to open.
Resizing the Display
You can re-size many N-TeliView 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.
10 N-TeliView 4.0 User Guide
Call States
C all States
Several N-TeliView applications will 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
Getting Started
N-TeliView 4.0 User Guide 11
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