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.
NCS Serv provides a broad range of call-handling and dialing features. For
the most effective use the system, you will want to browse through this
section and keep it handy for future reference.
This guide refers to the
device.The flash function is the off-hook flash used, for
example, to take the other call in a simple call-waiting
situation. Some telephones may provide a
button that provides the same function.
Basic Functions
Making Calls
FLASH
LINK
button on the telephone
or similarly labelled
Telephone
Functions
•To make an
hook, wait for dial tone and dial the extension number.
•To make an
dial the designated outside line access digit and dial the phone number.
The outside line digit(s) are provided by your administrator.
internal
external
call to another extension, lift the handset off-
call, lift the handset off-hook, wait for dial tone,
Answering Calls
When the telephone rings, lift the handset off-hook and speak into the
transmitter. There may be different rings depending on who is calling.
When
Distinctive Ringing
ringing patterns may be heard:
•Internal Call = short double rings
•External Call = long single rings between long pauses
•Operator Call = long single rings between short pauses
is enabled on your system, three different
Putting a Call on Hold
While connected to a call, there are 2 ways to put a call on hold:
NCS Ware
4.0 User Guide
1
NCS Serv Telephone Functions
1.
System Hold
play music on hold, the outside party will hear music.
DO NOT HANG UP
Press the
2.
Extension Hold
This connects a holding circuit across the line. Hang up the handset.
This will not disconnect the call. Nothing is heard by the outside party
when placed on hold this way.
To reconnect to the call, lift the handset off hook.
- Press the
FLASH
FLASH
(hanging up will disconnect the call)
button again to re-connect to the call.
- Press the
button. If the system is set up to
HOLD
button (if your phone has one).
Transferring Calls
To transfer the currently connected call:
1.Press the
2.At the dial tone, dial the third party’s extension number, or if
permitted, a trunk-line access prefix and an external phone number.
3.When the third party answers, announce the call or simply hang up.
When hanging up, use the
hook-flash down for a couple of seconds to make sure the call is
transferred.
To abort the transfer and reconnect to the original caller, press
again before the transfer is complete.
FLASH
button.
Release
button if available or keep the
FLASH
Centrex Transfer
If you have a Centrex line, you can use this feature to transfer an external
call to an outside number without having to tie up two trunk lines. Once the
transfer is complete, the external caller’s line connects directly to the
outside number. Since there are no longer any connections to internal users,
internal trunk lines are then dropped, freeing up system trunk line resources
for other calls.
To complete a Centrex transfer:
1.Press
2.Dial the second party’s phone number (no need to dial the prefix for
3.Once you place the handset back on-hook, the trunk line also drops and
2
FLASH
trunk-line access such as 9) and either hang up or announce the call.
Centrex completes the transfer.
NCS Ware
, then *.
4.0 User Guide
Basic Functions
Transferring Calls into NCS Mail
To send an outside call into the NCS Mail Voice Messaging system, press
FLASH # 4 0
.
Transferring Calls Directly to a User’s Voice Mailbox
To transfer a call directly into a user’s voice mail, press
user’s extension number. When you transfer a call this way, you do not
need to set the user’s station on Do-Not-Disturb or wait for the telephone
to finish ringing.
FLASH ##
and the
Transferring Calls to an Auto Attendant
To transfer a call to the Auto Attendant, press
three digit Auto Attendant number. For example, if 01 is the initial greeting
to which you want to send the user, press
FLASH # 15
FLASH # 1 5 0 1
and the two or
.
Conference Calls
You can place conference calls including up to 5 other parties, and you can
speak privately with each party before adding them to the conference call.
Any internal user is able to add parties to the conference call.
The quality of the conference call depends on the quality of service
available with the local telephone company.
To initiate a conference call while connected to the first party:
1.Press
2.At the dial tone, dial the next party’s phone number.
3.Wait for the third party to answer and announce the conference call.
4.Press # to put all three parties into the conference call.
5.During conferencing, any internal conference participant may press
There are some system technical restrictions on conference calls.
On each Quantum board, the extensions assigned to the board can be
involved in a maximum of 3 different conferences. For example, if
extensions 101 - 110 are all on the same board, 101, 105, and 107 could be
involved in one conference call, while 104 and 108 were on another, and
109 and 102 were on a third call.
FLASH
FLASH
into the conferencing session.
.
, dial the next party’s number, and press # to bring the person
Telephone
Functions
NCS Ware
4.0 User Guide
3
NCS Serv Telephone Functions
Depending on the type of board, the each Quantum board could run up to
4, 8, or 12 extensions. There is no limit to conferencing extensions from the
same board.
For all conferences on a single board, the system allows up to 4 extensions
total from any of other boards, in any combination, at any one time.
For example, if Conference #1 includes 4 extensions from other boards,
Conference #2 and #3 cannot have any. If Conference #1 includes only 2
extensions from other boards, 2 other extensions could be used by
Conference #2 or #3.
If these limits are reached, the system rejects attempts to conference
additional parties to the call.
Consultation
To place the caller on hold and speak with a person at another extension:
1.Press
2.When you are finished, press
FLASH
speak with.
consultation and return to the original caller.
and dial the extension number of the person you wish to
FLASH
again to disconnect the
Call Park
You can park calls and then pick them up at your current extension or
another extension. After a time-out period—set in the NCS Ware
Administrator—parked calls ring the extension at which they are parked.
To park a call:
1.Do one of the following:
• To park the call at the current extension, press
hang up.
• To park the call at another extension, press
by the extension number. For example to park the call at ext. 487,
press
FLASH # 3 1 4 8 7
2.To pickup the parked call, press
number of the station where the call is parked.
4
NCS Ware
4.0 User Guide
.
# 31
followed by the extension
FLASH # 31
FLASH # 31
and
followed
Basic Functions
System Call Park and Silent System Call Park
System Call Park
entering
location number. Calls parked by a user will ring that user’s extension after
the time-out period expires.
You can enable the
your telephone keypad. This feature is used to
announcing the “location” of a call when using the
feature. This announcement can be confusing when using a graphic
interface applications such as NCS Console or N-TeliView. This feature
also eliminates having to wait for the location number to be announced
before moving on to the next task.
To retrieve the parked call, press
number where the call was parked.
FLASH #41
allows user to park a call at a public “location” by
. The system announces where the call is parked—a
Silent System Call Park
# 4 1
feature to by pressing
disable
the system from
System Call Park
and then dial the announced location
#73
on
Single Call Waiting
To use call waiting, it must have been enabled either for the system in the
NCS Ware Administrator or by the user in N-TeliView or N-TeliTouch.
The latter is described in “Setting Call Management” on page 42.
If a call comes in while you’re on the telephone, the system will beep up to
three times over a 24 second period before the call is routed into voice mail.
To answer the call:
1.Press
2.Press
With Single Call Waiting enabled, you cannot transfer or park an existing
call before answering a waiting call.
FLASH
to the waiting call.
FLASH
press
Flash
to put the first call on hold and simultaneously connect
again to return to the first call. (You may continue to
to go back and forth between the calls.)
Telephone
Functions
Distinctive Call Waiting Tone
If the Distinctive Call Waiting Tone option is enabled by the system
administrator, you may receive one of three different call waiting tone
cadences that distinguish the types of call waiting.:
• Internal Call = two tones
• External Call = one tone
• Operator Call = three tones
NCS Ware
4.0 User Guide
5
NCS Serv Telephone Functions
Multiple Call Waiting
This feature enables a “personal” queue that allows you to handle multiple
incoming calls by letting callers wait in queue until you answer the call.
When this feature is enabled, you can transfer or park the current call before
answering the next call in queue.
Multiple Call Waiting must be enabled for your extension by the system
administrator before it can be used.
Before being placed in queue, the caller hears an
the queue, the caller hears a
can change or customize these greetings in NCS Mail at the
Options
In queue, the callers can press pound (#) to exit the queue and leave a voice
mail message or, if your organization has an operator, press 0 for the
operator. You may want to remind users of these options in the greetings.
To answer calls in a Multiple Call Waiting situation:
•During a call, you will hear an alert tone (audio beep) for each new call
•If
menu as described in “Recording Greetings” on page 26.
that is added to the queue.
you
hang up, the telephone will ring with the next caller in queue.
Subsequent Greeting
Initial Greeting
every 30 seconds. You
. Once in
Personal
•If the first
indicates that there is a another call in queue. To pickup the call, press
the
1.To park or transfer a call before answering the next call, press the
FLASH
• To
up.
• To
extension number
other than your own, and then hang up (see page 4).
• To
parked call “location” number, and then hang up.
2.Answer the next call in queue; it will ring after you disconnect the
previous call.
6
NCS Ware
caller
hangs up, you will hear a fast busy tone which
FLASH
key.
key and do one of the following:
transfer
park
park the call using System Call Park, press # 41, note the
the call, enter the extension or phone number and hang
the call using
4.0 User Guide
Personal Call Park
only
if you want to park the call at an extension
, press
# 31
, enter an
Using NCS Serv VoIP
System Callback (to Remote Location)
You can have NCS Serv call you back at a remote location. This is useful
for mobile users who don’t want to accrue expensive toll charges while
traveling, especially from international locations where there is no access
to toll-free numbers.
In order to access this feature, System Callback must be configured in the
Auto Attendant by the system administrator.
To use the System Callback feature:
1.Call the NCS Serv system you want to call you back.
2.Using the Auto Attendant, select the System Callback option.
3.When prompted, enter your extension number and password.
4.Enter the number for NCS Serv to call you back and press # at the end
of the number. When you enter the number, it should be exactly as
NCS Serv will dial it back; enter a 1 and the area code if it is a long
distance number or 011 and the country code if it is an international
number. You do not need to enter an outside line access digit (e.g. 9).
5.Hang up. NCS Serv will call you back at the number you specified.
6.When prompted, enter your password. At successful login, you are
connected to the Auto Attendant.
Telephone
Functions
Using NCS Serv VoIP
Calling a Remote Extension Directly over IP
To call a remote extension directly over IP:
1.Dial the IP trunk access code (e.g. 8).
2.Dial the destination ID (e.g. 1 to select site 1), if applicable.
3.Dial the destination extension number (e.g. 101).
Calling Remote Auto Attendant or Operator
If the remote system is configured to connect incoming calls to an operator
or Auto Attendant (and not to a person’s or workgroup extension), you can
connect with the operator or Auto Attendant as follows:
NCS Ware 4.0 User Guide 7
NCS Serv Telephone Functions
1.Dial the IP trunk access code (e.g. 8).
2.Dial the destination ID (e.g. 1 to select site 1), if applicable.
Calling a Remote Number (Hop Off Dialing)
If your NCS Ware systems are configured to allow Hop Off dialing—using
a remote trunk to place an outgoing call—you can do that as follows:
1.Dial IP trunk access code (e.g. 8).
2.Dial the remote system ID digit (e.g. 3 for site 3).
3.Dial *, which selects the PSTN trunk with the lowest value in the
access code.
4.Dial the phone number (e.g. 14085551212).
5.Optionally, press # to indicate the end of the phone number. This will
speed up the call.
For example, to call 650 555-4444, using your local IP trunk access code
of 8 and the remote system with an ID of 3, you would dial 8 0 * 16505554444#, this will call 14085551212 using a CO trunk on the remote
system.
You can also replace the * with a 9 to select the remote access
trunk access code 9. The specific trunk access code only
works for ‘9.’ You cannot select ‘8’,’ 7,’ or ‘6,’ etc., as the
trunk access code using this dialing method unless the remote extension for
this system is set to ‘unknown.
Note: The remote Extension Length must be always be set to None for
the remote system entry, if using Hop Off Dialing.
Hop On Dialing to a Remote Extension
To hop onto a remote extension:
1.The incoming call must come in over T1 or the CO to an extension.
2.The extension is set up to forward over IP to the remote extension.
8 NCS Ware 4.0 User Guide
Voice Over IP Trunk Call Support
Voice Over IP Trunk Call Support
If your system is set up with Voice Over IP, you can use the following
trunk-related NCS Serv features during IP trunk call sessions.
Supported Features
The following features are supported while dialing through IP trunks:
• Incoming and Outgoing Trunk Calls - you must dial the IP trunk
access code to make outgoing calls via an IP trunk.
• Call Transfer To and From IP Trunk (Blind and Supervised) -
you must dial the IP trunk access code and all necessary prefixes to
transfer calls via an IP trunk.
• N-TeliFind, One Number Access - when entering “outcall”
numbers via N-TeliTouch or NCS Admin, you must add the IP
Trunk Access number. For example, if you want NCS Serv to dial
the extension 300 at a remote NCS Serv where the location ID
(Dialed Digits) is 1 and the IP trunk access code is 8, you must enter
81300 as the outcall number.
• Message Notification
• Reminder Calls
• Multi-Location Conferencing
• Call Park
• Call Waiting
• Call Forwarding
• Automatic Call Distribution
• Auto Attendant
• System CallBack over IP Trunk
• Calling Out from Voice Mail
• N-TeliCall- allows the caller to leave a different extension number
as the callback number. If the callback number of a call from
another NCS Serv is available and automatically captured,
NCS Serv only announces the extension number but connects to the
correct remote NCS Serv.
Telephone
Functions
NCS Ware 4.0 User Guide 9
NCS Serv Telephone Functions
• Dial Last Caller - NCS Serv will use an IP trunk to dial the last
caller if that call was received via an IP trunk.
• Call Restrictions
• Speed Dialing - be sure to enter all appropriate prefixes such as IP
trunk access code, Dialed Digits, etc.
• Call Accounting
• Caller ID - displays location and extension number. If an incoming
call is from an unspecified IP host, the IP address is used instead of
location name.
• Voice Mail
• Microsoft Exchange Integration
• NCS Console Client Support - you can use NCS Console to
handle calls to and from IP trunks.
• N-TeliTouch Support - all features accessible via N-TeliTouch
(N-TeliFind, Message Notification, etc.) can be used with IP trunks.
Call View and Workgroup View windows also show call activities
over IP trunks.
• N-TeliView / N-TeliView IP Extensions
10 NCS Ware 4.0 User Guide
Remote Locations IP Dialing Chart
Remote Locations IP Dialing Chart
To use IP trunks to dial remote NCS Serv locations, generally you need to
know the IP trunk access code, the remote location ID (the digit(s) you dial
to reach the remote server), and the remote extension you want. You can
use the following chart to list the IDs and extension lengths for each remote
NCS Serv system.
IP Trunk Access Code: (e.g. 8)
Telephone
Functions
Location/Destination
(example) San Jose13
(example) Seattle23
Remote Loc. ID)
(Dialed Digits)
Extension Length
(at remote location)
NCS Ware 4.0 User Guide 11
NCS Serv Telephone Functions
Using Feature Codes
The following sections describe additional telephone features used for call
handling and management. To use any of these features,
1.Lift the handset off-hook and wait for the dial tone.
2.Dial the keys indicated in the “DIAL” column.
Answering Calls
FeatureDial
Individual Call
Pickup
System Call
Pickup
(any ringing
phone)
Personal Call
Park
Personal Call
Park Pickup
System Call Park FLASH
System Call Park
Pickup
*
#29
<ext>
#30Connects the call of any ringing telephone to the
FLASH
#31, then
hang up;
OR
FLASH
#31 <ext>,
then hang
up
#31
<ext>
#41
#41
<loc.>
Description
Connects to the local set with extension number
<ext>.
local set.
Parks the call to later pick up from this or another
station. Or park the call at another station by
pressing FLASH #31 and the extension number
of the other station. You can have up to 50 calls
parked per station simultaneously. Parked calls
ring the extension upon time-out. Time-out time
is configurable, with a default of 2 minutes.
Picked up the call parked at extension number
<ext>
Park a call at a public “location” station by
entering FLASH #41. The system announces
where the call is parked (a location number).
Calls parked by a user will ring that user’s
extension upon time-out after 2 minutes.
Pick up the system parked call at location number
<loc.>
#81Allows you to receive calls through the speaker
phone without having to pickup the handset to
answer. The system will connect the call
automatically within one ring.
Outside calls will ring the telephone and you
must answer manually by pressing the Flash key .
You can use the handset to answer if that is
preferred.
Caution, Security Issue: If you are away from
your desk for a moment, or if the ringer is off, you
may not be aware that a call has come in and the
caller is connected and listening to whatever
conversation you are having.
Pressing #81 activates, pressing #81 a second
time deactivates this feature.
You must use a speaker phone, and the speaker
must be turned on to use this feature. When a call
comes in, you hear a ringing tone from the
speaker, and the call is automatically connected.
#82Allows you to receive internal and external calls
through a headset (or speaker phone). It is
intended to be used with a PC desktop user
interface such as NCS Console, N-TeliView or
Center.
The call is not answered automatically. You must
press FLASH (or Link) or use the Answer
button in N-T eliV ie w (or double-click the call) to
take the call.
You must use a speaker phone, and the speaker
must be turned on to use this feature. If the
speaker phone is not on, the telephone still rings,
but you must answer using the handset.
Pressing #82 activates, pressing #82 a second
time deactivates this feature.
Telephone
Functions
NCS Ware 4.0 User Guide 13
NCS Serv Telephone Functions
NCS Mail Quick Features
The following voice messaging features are accessible in the same way as
telephone features, without having to login to NCS Mail.
FeatureDialDescription
Greeting Menu# 11
<password>
Password Menu# 28Follow the system prompts to change your
Making Calls
FeatureDial
Dial by Name#34
Station Privilege Override
Dial Last Caller#69Dials the last incoming call number.
Station Speed Dial#77 <nn>Dials the 2-digit speed dial number <nn>.
System Speed Dial#88 <nn>Dials the 2-digit system-wide speed dial
Last Number Redial#99Saves and redials the last number dialed.
Follow the system prompts to change your
greeting.
password.
Description
After entering #34, enter the letters of the
name beginning with last name, followed
by the first name, followed by #. Use 1 for
Q and Z. The system searches for a unique
name and calls the extension associated
with the name.
T o have your o wn calling privileges at that
telephone set for the next call only . After
the call, the telephone set returns to its
original call restrictions.
See “Station Speed Dial Setup” on page
17.
number <nn>.
1
If you are unable to make calls within certain area codes, check with your System Administrator for any toll restrictions placed on codes and dialing prefixes.
14 NCS Ware 4.0 User Guide
Call Management
Using Feature Codes
FeatureDial
Station Log Out #26
Station Log In#27
Account Code
(before calling)
Account Code
(during a call)
Do Not Disturb
/ Deactivate Do
Not Disturb
Call Forwarding
Remote Call
Forwarding
(follow me)
* <ext> = extension num.; <nn> = 2-digit num.; <loc.> location num.;
<destination> = extension or complete phone number
*
<password>
<ext>
<password>
#32
<acct.
num>,
FLASH
(wait for
dial tone)
#32 <acct.
num> #
#33Activates Do Not Disturb when it’s off,
#36 <password>
<destination> #
#37 <your
ext>
<password>
Description
Deactivates, shuts of f, your extension, forwarding
all calls to voice mail. This feature can be used to
move your extension from your telephone set to
another telephone set in the office.
Reactivates your extension at your original
telephone set or another one. If using a different
telephone set, that set must be deactivated for any
prior extension.
#27 can also be used to hear the currently active
extension number for the telephone set.
After entering the account number, a maximum of
ten digits, make the call when you hear the dial
tone. This feature can be used for client billing
purposes. The System Administrator should
assign all account codes in order to prevent
duplication of codes by different users.
Press FLASH, wait for the dial tone, enter #32
and the account code followed by #. You will then
be reconnected to the call.
deactivates it when it’s on. While activated, all
calls are forwarded to voice mail.
Forwards all call to the destination, which can be
an internal extension or external phone number
including access code, long distance prefix and
area code. To deactivate forwarding, press #36
again, or deactivate from within NCS Mail. There
is a 1-Hop limit to call forwarding, as discussed on
page 42.
When you’re on a telephone station other than
your own, forwards your calls to the current
station. Multiple users can forward to the same
extension. Deactivate it by pressing #37 again on
the same telephone set.
Telephone
Functions
NCS Ware 4.0 User Guide 15
NCS Serv Telephone Functions
Workgroup Features
FeatureDial
Workgroup
Call Pickup
Workgroup Log In#54
Workgroup Log Out#56
Status Ready
Status Not Ready
* <wkgp ext> = workgroup pilot extension num.;
† Features added in version 4.0
†
†
Workgroup Supervisor Features
FeatureDial
Workgroup
Silent Monitor
Workgroup
Barge In
* <wkgp ext> = workgroup pilot extension num.;
*
#29
<wkgp
ext>
<wkgp
ext>
<wkgp
ext>
#90Tells the system your extension is ready to
#91Tells the system not to route workgroup
Description
Pickup incoming calls for your workgroup
and ignore other calls into the system.
For workgroup members only: Logs in to
a workgroup.
Logs out and block workgroup calls but
receive other calls to your extension.
receive workgroup calls. This can be used
to end a call Wrap Up Time delay.
calls to this workgroup extension.
1
*
#59 + <wkgp
ext> +<wkgp
pwd> + <agnt
ext> + 1
#59 + <wkgp
ext> +<wkgp
pwd> + <agnt
ext> + 2
Description
Listen to calls coming into the
specified workgroup. Not used on
outgoing calls.
Intervene in a conversation between
an agent and an incoming caller.
1
These features were added in version 4.0. They also require a Triton Resource
Board and system setup to allow monitoring and barge in.
16 NCS Ware 4.0 User Guide
Other Features
Using Feature Codes
FeatureDial
Feature Status
Check
Station Speed Dial
Setup
Overhead Paging#44If available on your system, connects to the
Overhead Paging by
Trunk
Feature Tips#55Plays helpful tips and reminders for optimal
Silent System Call
Park
* <nn> = 2-digit num; <phone number> = extension or complete phone
number, including trunk or route access code
*
Description
#22Retrieves an announcement about currently
activated telephone features. In addition, the
dial tone changes also when the following
features are activated: Do Not Disturb, Call
Forwarding, Remote Call Forwarding, HandsFree Mode, Dial Tone Mute Mode, Outside
Call Blocking (Operator only) and Operator
Off-line (Operator only).
#25 <nn>
<phone
num> #
#45If available on your system, directs a call to a
#73Disable the system from announcing the
Program a station speed dial phone number
assigned to a 2-digit dialing number between
00 and 19. The phone number can be up to 20
digits, and must include all necessary digits
such as outside line access digit, 1 for out of
area numbers and the area code. When you
have finished, press #.
Hang up when done, or you can continue to set
up other speed dial numbers by pressing #
again.
overhead broadcast device. Speak into the
handset and hang up when finished.
particular trunk with a paging ID broadcast.
Allows broadcasting through a trunk without
checking call progress.
use of NCS Serv. There are eleven tips total
and a different one is played each time you
access Feature Tips. See page 30 for more
information.
“location” of a call when using the System Call
Park feature. See page 5.
Telephone
Functions
NCS Ware 4.0 User Guide 17
NCS Serv Telephone Functions
Operator Features
This section is provided specifically for the designated Operator.
Depending on your organization, this may be a single person or a number
of people.
Call Handling and the Auto Attendant
If your system uses the Auto Attendant, it can handle and route incoming
calls automatically with prompts and menus; most incoming calls do not
reach the Operator.
The call will ring at the Operator’s desk if the caller dials 0 while listening
to options given by the Auto Attendant. The sections at the beginning of
this chapter offer instructions on basic answering, putting calls on hold, and
transferring calls.
Checking the General Mailbox
The System Administrator may set up a General Mailbox where callers can
leave messages if they do not know who to speak with or when the Operator
is unavailable. This mailbox works like any other voice mailbox and has an
extension number and password. Be sure to check this mailbox frequently
and forward messages to the appropriate person as soon as possible.
Operator on Hold
To place a call on hold, do one of the following:
•Press the FLASH button to play music on hold, or
•Press the HOLD button to place the caller on hold without music.
If a call is placed on hold at the Operator’s desk, subsequent calls to the
Operator can be routed to the next extension in a queue, sent to a voice mail
(the General Mailbox), or placed into a new queue. Be sure to fully
understand your organization’s customized call processing procedures.
18 NCS Ware 4.0 User Guide
Operator Features
Operator Off-line
When the Operator Off-line feature is activated, all calls are directed to the
Auto Attendant. When callers dial 0 in the Auto Attendant, the system
transfers the call to the next extension in the workgroup if one is
configured. If there is no operator extension available, the system informs
the caller that the Operator is not available and to leave a message in the
Operator’s mailbox.
To activate this feature, press # 39. When it’s active, you can deactivate it
also by pressing # 39.
Outside Call Blocking
The Operator can block access to all outside lines by pressing #38. Pressing
#38 a second time restores the system to its normal outside calling status.
Telephone
Functions
NCS Ware 4.0 User Guide 19
NCS Serv Telephone Functions
20 NCS Ware 4.0 User Guide
Chapter 2
Using NCS Mail Voice Messaging
This chapter describes the use of the features and functions available in
NCS Mail, the voice messaging subsystem of NCS Serv. NCS Mail
include basic voice mail functions and more sophisticated features such as
an interface with email.
NCS Mail voice prompts provide instructions and options for all functions.
From any menu, press 0 to repeat your options or * to return to the previous
menu.
The chart at the end of the NCS Serv User Guide will help you better
understand the menu structure.
Feature Tips
Each time you login to NCS Mail, you hear a Feature Tip—helpful tips
and reminders of the most useful features for optimal use of NCS Serv. See
“Feature Tips” on page 30 for more information on this feature as well as
instructions on how to enable/disable this feature.
Logging In
Voice Mail
First time access
From your station, press # # and then enter your default password, which
is normally your extension number. After login, you’ll hear the NCS Mail
Main Menu, described on page 23.
The extension number password is for initial login only; be
sure to change your initial password as soon as possible. To
change your password, see “Changing your Password” on
page 27 and “About Passwords” on page 22. If your extension number
doesn’t work as a default password, see your system administrator.
A Normal Login at Your Station
Press # #, followed by your password.
NCS Ware 4.0 User Guide 21
Using NCS Mail Voice Messaging
Logging in from Another Station or as a Virtual Extension
Press #, followed by your extension number, followed by your password.
Remote Login
For remote login from outside the office, dial your company phone number
and during the Auto Attendant greeting, press #, followed by your
extension number, followed by your password.
For standard remote login, the Auto Attendant must be configured. If Auto
Attendant is not used in your office, someone in the office (such as the
operator) must transfer you into NCS Mail. Please see “Transfer to
NCS Mail Feature” on page 22.
About Passwords
•Valid passwords are from 2 – 8 digits in length and can contain
numbers or letters A- Z. The letters map to numbers as follows:
NumbersLettersNumbersLetters
2A, B, C, a, b, c7P, R, S, p, r, s
3D, E, F, d, e, f8T, U, V, t, u, v
4G, H, I, g, h, i 9W, X, Y, w, x, y
5J, K, L, j, k, l1Q, Z, q, z
6M, N, O, m, n, o
Transfer to NCS Mail Feature
If the Auto Attendant is not active when you want to login in from a remote
telephone, you must have the operator or any other internal user transfer
you into NCS Mail. There are two ways to transfer users into NCS Mail:
•Normally, anyone in the office is able to send an outside user into
NCS Mail by pressing FLASH #40 while connected to the user.
The outside caller will then be prompted to enter their extension
number and password.
•Anyone at the office can send your call to NCS Mail by pressing
FLASH ## and dialing your extension number. Press * during the
voice mail greeting for your extension. You then enter your password.
If you are transferred to voice mail for someone else’s extension, press
# to enter your extension and then your password.
22 NCS Ware 4.0 User Guide
Returning to Auto Attendant from NCS Mail
After a remote login, you can dial 9 from the main menu to return to the
Auto Attendant, provided the Auto Attendant is configured and activated.
This allows you to access voice mail and also speak with or leave messages
for others on the same phone call.
NCS Mail Main Menu Options
Once you’ve successfully logged into NCS Mail, you are presented with
the following options at the Main Menu:
9. Transfer Out of Voice Mail (for remote access NCS Mail only)
#. Make a Call
Voice Mail
Listening to Messages
If there are new messages in your voice mail box, the dial tone changes
from a constant tone to a broken tone. At the Main Menu, NCS Mail
announces the presence of new and saved messages.
To check voice mail messages, press…
•1 for new messages
•2 for saved messages
To listen to Mixed-Media messages (see page 35), press 8 and then…
•1 for new messages
•2 for saved messages
The Main Menu options 1, 2, and 8 are not available and are not announced
if there are no new or saved messages.
NCS Ware 4.0 User Guide 23
Using NCS Mail Voice Messaging
Disposing of the Messages
After or while listening to a new or saved message, you have the following
options. Press…
•1 to delete
•2 to replay
•3 to save
•4 to forward a copy of the message with an introduction
•5 to call the sender.
This is the N-TeliCall feature described on page 33. Press *** to
disconnect from the call and return to NCS Mail.
The sender’s caller ID information is automatically captured by the
NCS Serv if the caller is an internal user or an outside caller who has
either a publicly listed number or has entered their callback number in
the delivery options menu after leaving the message. But if the caller
ID is not available, you can still use the N-TeliCall feature by manually dialing the number.
When using N-TeliCall with Cellular or PCS telephones, see the discussion in the next subsection.
•6 to reply to the message
•7 to rewind (during message playback)
•9 to fast forward (during message playback)
•# to skip
•(To listen to a skipped message, press 1 again at the Main Menu.)
See your System Administrator to activate or deactivate the
announcement of time and date for each message before
playing the message content. The time stamp can be skipped
by pressing 9 during playback.
About Outcalls to Cellular or PCS Phone Numbers
When an outcall is made by the system (for One-Number-Access, Message
Notification, N-TeliCall, Call Forwarding, etc.), to a cellular or PCS
telephone, it may ring the telephone once but not necessarily present the
call and make a connection. This will happen if the ringback tone played by
the cellular service provider does not confirm to standard ringback tones.
To work around this problem, instruct users to append a few commas (,) to
the outcall (cellular) number when entering it. One comma provides a one
second pause.
24 NCS Ware 4.0 User Guide
Sending Messages
To send a message:
1.At the Main Menu, press 3
2.Record your message and press # when finished.
If you need to re-record the message, press * when prompted.
3.Select a destination by entering one of the following:
• Enter destination extension number
• # to enter destination extension by name. Enter last name followed
by the first name and press # when finished. Use 1 for “Q” and “Z”.)
The following two options were added in NCS Ware version 4.0.
• 01 followed by a personal Distribution List number to send a
message to a personal distribution list. See “Using Distribution
Lists” on page 31 for information on setting up distribution lists in
NCS Mail. You can also set them up in N-TeliView.
• 02 followed by a system Distribution List number to send a message
to a system distribution list. System distributions are set up by the
system administrator.
4.After selecting the destination, press one of the following:
• # to send immediately
• 1 for delivery options, then 1 for urgent delivery, or 2 for future
delivery. Urgent messages are placed at the beginning in the queue
of new messages to be heard, before other non-urgent messages.
• 2 to re-enter a destination as in step 3.
Voice Mail
Making a Call from within NCS Mail
You can make a call, either to another user’s extension number or to an
external phone number, using NCS Mail. This can be useful, for example,
when you’re calling in from a remote location and want to respond to
messages and make other calls, all on the same call into NCS Mail.
The use of this privilege is configurable on a per-user basis.
Check with your NCS Serv system administrator.
To place a call, press # at the Main Menu, then dial the number or extension.
NCS Ware 4.0 User Guide 25
Using NCS Mail Voice Messaging
For external numbers, dial the outside line access code (e.g., 9 or 8) and any
long distance prefix such as 1 and area code. Press *** to disconnect from
the call and return to NCS Mail.
Personal Options
Personalize your NCS Mail by creating unique greetings and customizing
the system to notify you of important calls or remind you about meetings
and action items.
At the Main Menu, press 4 for the following Personal Options:
•Personal Greetings
•Password
•Message Notification
•Reminder Call
•Call Forwarding
•Feature Tips
•Distribution Lists (added in NCS Ware Version 4.0)
•Enable/Disable IP Extension
Recording Greetings
At the Personal Options menu, press 1 to record greetings, then press…
•1 to record your Personal Greeting.
Record your greeting and press # when finished. Example: “Hi, this is
Mary Smith. I am unable to answer your call at this time. Please leave
a detailed message and I will return your call promptly.”
•2 to record your Directory Name.
Record your full name and press # when finished.
•3 to select which greeting to use (the system greeting or personal
greeting).
Even if you have recorded your personal greeting, the default system
greeting is used until you select and thus activate your personal
greeting. This also applies to the Initial and Subsequent greetings
described below.
26 NCS Ware 4.0 User Guide
Personal Options
The following options, 4 and 5, are available only when Multiple Call Waiting is enabled for your extension. See “Multiple Call Waiting” on
page 6. These features both require activation as discussed in the preceding
paragraph.
•4 to record an Initial Greeting
Callers will hear the InitialGreeting when placed in your personal
queue. Example: “Hi, this is Mary Smith. I’m on the other line at the
moment. If you would like to hold, please stay on the line. To leave a
message, press pound (#) at any time. Press 0 for the operator.”
The system default Initial Greeting is “<your directory name> is on
the phone and will be with you as soon as possible. You may hold or
press the # key to leave a message”.
•5 to record a Subsequent Greeting
Callers in your personal queue will hear the Subsequent Greeting
every 30 seconds. Example: “Hi, I’m still on the other line. Please
continue to hold or press pound (#) to leave a message. Press 0 for the
operator.”
The system default Subsequent Greeting is “<your dir ectory name >
is still on the phone. You may continue holding or press # to leave a
message”.
Voice Mail
Changing your Password
To protect your voice mail system, memorize your password without
writing it down. Change your password frequently, and change it any time
you suspect it has been compromised.
To change your password, after pressing 4 at the Main Menu to hear the
Personal Options …
1.Press 2 for the Password options
2.Press 1 to change the password
3.Enter a new password. See “About Passwords” on page 22.
NCS Ware 4.0 User Guide 27
Using NCS Mail Voice Messaging
Using Message Notification
When you’re away from your desk, you can use the Message Notification
function to alert you about incoming messages. When a caller leaves a
message in your voice mailbox, the system calls the extension, phone
number or pager that you designate—the delivery phone number.
NCS Mail then prompts you for your password and places you at the Main
Menu.
About the Delivery Number
When setting this delivery phone number, NCS Mail asks you to enter the
number (up to a maximum of 64 digits), using the long distance prefix 1 for
out of area phone numbers. You must also identify the type of number:
extension, phone number, or pager. You don’t need to enter the trunk or
route access trunk or route access code as part of the number.
The destination number cannot be a virtualextension or workgroup pilot
extension. Also, please see “About Outcalls to Cellular or PCS Phone
Numbers” on page 24.
If the system is unable to reach you for Message Notification or Reminder
Calls, it will play “Attempts to reach you earlier were unsuccessful” the
next time you login to NCS Mail. Also, the system cannot reach you at an
outside location if there are no trunk lines available when the system
attempts to make the call.
To Set Message Notification
After pressing 4 at the Main Menu to hear the Personal Options
menu…press 3 to hear the Message Notification options, then press…
•1 to enable notification for urgent messages only
•2 to enable notification for all messages
•3 to disable message notification
•4 to set or change notification phone number, pager number or
extension.
•5 to set a notification schedule, and then select one of the following
options:
— 1 to activate notification at all times
— 2 to activate notification during off hours
— 3 to setup your own notification schedule.
NCS Mail will prompt you for the activate and deactivate times. If
28 NCS Ware 4.0 User Guide
Personal Options
the hour digit is “1” in the case of one o’clock for example, press #
after the entry. Always enter two digits for minutes. NCS Mail will
only accept 10 minute intervals such as 10:10 or 10:20 and not
10:15.
Using Reminder Calls
You can nudge your memory about important meetings, calls, or other
events by setting up a Reminder Call. NCS Mail will ring you and play
back your pre-recorded message at a specified time and date, to a specified
delivery phone number. For example, you can have NCS Mail call you at
home tonight to remind you to bring a file to work the next morning!
The delivery number used by Reminder Call is the same as the
one used by the Message Notification function. If you want to
use a different number than the one set in Message
Notification, open the Message Notification options by pressing 3 on the
Personal Options menu, then press 4 to set or change the delivery number.
Also, please see “About the Delivery Number” on page 28.
To Set Up a Reminder Call
After pressing 4 at the Main Menu to hear the Personal Options menu, press
4 again to hear the Reminder Call options, then…
1.Press 2.
2.At the prompts, set the time and date for the call
If the hour digit is “1”, press # after the entry. Always enter two digits for
minutes. NCS Mail will only accept 10 minute intervals such as 10:10 or
10:20 and not 10:15.
3.Record the reminder message, then press #.
4.Select one of the following:
— 1 to deliver the reminder to your extension
— 2 to deliver the reminder to the outcall number or delivery phone
number designated in Message Notification. If you want to change
this number, you need to separately
5.Press # to confirm the message delivery.
Voice Mail
NCS Ware 4.0 User Guide 29
Using NCS Mail Voice Messaging
Reviewing Scheduled Reminder Calls
If a scheduled reminder call has not been delivered, there is an additional
option on the Reminder Call menu: you can press 1 to review scheduled
reminder calls.
Call Forwarding
You can configure Call Forwarding from your telephone or from a remote
locations by dialing into NCS Mail and following the steps listed here:
Forwarding calls to a pager is possible but not recommended
since callers will only hear what is heard when calling a pager
and will not know to enter a return phone number unless
instructed. Also, please see “About Outcalls to Cellular or PCS Phone
Numbers” on page 24.
To Set Up Call Forwarding
After pressing 4 at the Main Menu to hear the Personal Options menu, press
5 to set up call forwarding, then…
1.Enter the destination number.
If it is an external number, begin with the outside trunk or route access
digit and any long distance prefix digits such as 1 and area code.
2.After entering the destination number, press #.
3.This forwards all calls to the destination number until you login, select
the call forwarding option again and disable it.
Feature Tips
Each time you login to NCS Mail, you hear a Feature Tip—helpful tips
and reminders about the most useful NCS Serv features. There are a total
of eleven tips and a different tip is played each time you access NCS Mail.
Another way to listen to Feature Tips is by pressing #55 on your telephone.
You can listen to just one tip at a time or listen to all the tips at once.
To turn this feature off, press 6 at the Personal Options menu. This is a
toggle feature, so that if the feature is turned off, pressing 6 at the Personal
Options menu will turn it back on again.
30 NCS Ware 4.0 User Guide
Personal Options
Using Distribution Lists
Distribution List features were added in NCS Ware and
N-TeliView versions 4.0.
Distribution lists provide a way to use a single destination
number to send messages to a group of people. You can send or forward a
message to a list just as you would to an extension. When you send a message
to a list, it is sent to everyone on the list.
You can create up to distribution100 lists, and each list can have up to 64
entries. An entry can be an extension of any kind, including virtual or
workgroup pilots, or another distribution list, so in effect there is no
practical limit to the number of people to which you can send a single
message.
When you create lists at your station, they are your personal distribution
lists—every extension can have its own lists. There may also be system
distribution lists created by your system administrators.
Creating a Distribution List
After pressing 4 at the Main Menu to hear the Personal Options menu, press
7 to access the Distribution Lists menu, then…
1.Press 1 to Add a distribution list.
2.When prompted, enter a 2-digit number to identify the list.
3.When prompted, enter the list members, which can be one of the
following forms:
• Extension numbers.
• 01, followed by a System Distribution List number.
• 02, followed by a Personal Distribution List number.
4.The system reads back the entry to you, and you press # to save or * to
cancel the entry.
5.Repeat the previous two steps until you’ve added all the list members.
Voice Mail
Editing a Distribution List
To add or remove list members, after pressing 4 at the Main Menu to hear
the Personal Options menu, press 7 to access the Distribution Lists menu,
then…
NCS Ware 4.0 User Guide 31
Using NCS Mail Voice Messaging
1.Press 3 to Modify a distribution list.
2.When prompted, enter a 2-digit number to identify the list.
3.When prompted, do one of the following:
• To add members, press 1, then follow steps 3 in the immediately
preceding procedure, “Creating a Distribution List”.
• To delete members, press 2. When prompted, enter the member
number you want to delete. For extensions, enter the extension
number. Use 01 or 02, followed by the list number, to specify
system or personal distribution lists, respectively.
4.The system reads back the entry to you, and you press # to save or * to
cancel the action.
5.If you just added a member, you’re prompted to add another. If you
just deleted a member, you’re asked if you want to delete another.
Deleting a Distribution List
After pressing 4 at the Main Menu to hear the Personal Options menu, press
7 to access the Distribution Lists menu, then…
1.Press 2 to Delete a distribution list.
2.When prompted, enter a 2-digit number to identify the list.
3.The system reads back the entry to you, and you press # to confirm the
deletion or * to cancel.
Reviewing a Distribution List
To hear a report of list members. After pressing 4 at the Main Menu to hear
the Personal Options menu, press 7 to access the Distribution Lists menu,
then…
1.Press 4 to Review a distribution list.
2.When prompted, enter a 2-digit number to identify the list.
3.The system reports the list members one by one.
Enable/Disable IP Extension
This option is available only if your extension is set up to be an IP extension
in the NCS Ware Administrator, in which case pressing 8 on the Personal
Options menu is a toggle that turns on or off the IP extension status.
32 NCS Ware 4.0 User Guide
Dynamic Messaging
Dynamic Messaging
NCS Serv provides special Dynamic Messaging features to provide
support for business travelers who need these remotely enabled functions.
The N-TeliCall feature enables you to return a call with the push of one
button while you are in NCS Mail. Private Messaging provides a way to
leave a private message for callers who are difficult to reach.
N-TeliCall
N-TeliCall feature enables the user to listen to messages in NCS Mail,
make calls to the parties who left the messages, and then return to
NCS Mail (like a N-TeliCall). This feature can allow a traveler to return
calls for all messages with one call into NCS Mail from a cellular
telephone, for example.
How it Works, with and without Caller ID
When you make a N-TeliCall callback, the system automatically makes the
call to the number captured by Caller ID. The Caller ID information is
captured for all internal users and for external callers who have a publicly
listed, unblocked number or who have entered their callback number in the
delivery options menu after leaving the message (see “The Caller’s
Options” on page 34).
If the caller ID was not captured, the user can enter the number manually.
If it is an external number, be sure to dial the outside line access digit and
any long distance prefix digits such as 1 and area code. Also, please see
“About Outcalls to Cellular or PCS Phone Numbers” on page 24.
N-TeliCall is configured for each user; check your access with your
NCS Serv system administrator.
Voice Mail
To use N-TeliCall:
1.After or while listening to a new or saved message, press 5 to call the
sender of the message.
The system places the call if the Caller ID number is available.
2.If the Caller ID is not available, you can manually enter the number.
3.Press *** to disconnect from the call and return to NCS Mail.
NCS Ware 4.0 User Guide 33
Using NCS Mail Voice Messaging
The Caller’s Options
After leaving a message, the caller can simply hang up or press # for the
following options.
•* to re-record the message
•1 to specify delivery options
•2 to attach a call back number
(If the callback number is outside of your outcall accessibility, the
system cannot return the call. Please check with your System Administrator for your toll restrictions.)
•# to send the message
After pressing 2, the caller is asked to leave a call back number beginning
with the area code. To notify your callers of this option, you may want to
mention the option to leave a call back number in your personal greeting.
If the caller’s number is a publicly listed number, there is no need to enter
their callback number since NCS Serv automatically captures their caller
ID information.
Private Messaging
You have the ability to leave a private, detailed message in NCS Mail for a
caller in case you are not at your desk or in the office to take the call. This
feature is perfect for those who are difficult to reach and want to leave
information for callers to pick up. When you leave a private message, the
system asks callers to enter the letters of their names (last name followed
by first name) to check if they have a private message.
You can have up to five private messages at one time, so you should delete
messages that have been heard.
To Leave A Private Message
At the Main Menu, press 5 to access the Private Messaging menu and then
proceed as follows:
1.2 to record a new message
2.At the tone, record message and press #
3.Using the number pad, enter recipient’s last name followed by the first
name. Use 1 for “Q” and “Z”.
4.When you have finished, press #.
34 NCS Ware 4.0 User Guide
NCS Mail Mixed-Media Messaging
To Check Message Status or Delete Messages
To check the status of private messages that have been recorded, at the
Main Menu, press 5 to access the Private Messaging menu, then press 1.
NCS Serv reports the following:
•The time and date the message was recorded
•The recipient
•Whether the message has been heard
•A replay of the message
•A prompt for you to press 1 to keep the message or 2 to delete it.
NCS Mail Mixed-Media Messaging
NCS Mail can send and receive communications not only in voice mail but
email. NCS Mail combines different forms of messages into a “package”
called a Mixed-Media message. You can save time and money by sending
Mixed-Media messages over the Internet to anyone throughout the world
with an Internet address, toll free.
Since all messages (voice mail, e-mail or Mixed-Media messages) go into
the same NCS Mail mailbox, you need only to check one location for all
messages with your multimedia computer.
When away from the office, access Mixed-Media messaging from
anywhere using an access line from an Internet provider to download all
unretrieved Mixed-Media messages from the NCS Mail Post Office.
Voice Mail
Accessing NCS Mail Mixed-Media Messages
In order to access your NCS Mail either in the office or remotely via the
Internet, you must configure your e-mail client application (e.g. Netscape
Navigator 2.0 and beyond, Eudora, etc.) to recognize your NCS Ware
server. Please consult the configuration manual that comes with your email client application.
1.Go to the mail server configuration section and enter your NCS Ware
server’s name or IP address in both SMTP and POP3 server fields (in
some cases, this may be the same field).
2.Go to the user configuration section and enter your name, user name,
e-mail address, and the reply-to address (usually the same as your email address). The e-mail address is usually your name appended with
NCS Ware 4.0 User Guide 35
Using NCS Mail Voice Messaging
“@your.domain.name”. Please see your System Administrator for
your organization’s domain name.
3.Click or select the Get Mail option. Some e-mail client applications
may provide a field to cache your e-mail password for the current
session so that you don’t have to enter your password every time you
click Get Mail. Be sure to enter your e-mail password when prompted.
Retrieving Messages
To retrieve messages using your multi-media computer,
1.Configure your e-mail application (see “Accessing NCS Mail” above).
2.Click on the “Get Mail” icon.
3.All new messages, whether read or unread, are stored in the Inbox
folder. Click on the Inbox folder.
4.Individual messages should appear on the right side of the window.
Click on a message to read/listen to it.
5.To listen to an audio attachment in an e-mail, click on the attachment
to hear the message through the computer speaker. If you do not want
others around you to hear the message from your computer, you may
listen to the audio portion of the message over the handset of your
telephone by pressing 8 at the Main Menu of NCS Ware. Refer to page
page 21 for more detailed instructions on listening to messages over
the telephone.
Voice mail messages also appear as Mixed-Media messages
in the “Inbox” folder. Open it and click on the audio
attachment to listen to the message.
Composing and Sending Messages
To compose a new message,
1.Click or select the “To: Mail” option and enter your recipient’s e-mail
address.
2.Type the text portion of the message (optional).
3.Send an audio attachment with or without a text message by lifting the
handset off-hook and dialing # 0.
4.As instructed by NCS Mail, press 2 to record a new audio attachment.
5.After you have finished, press # and either hang up or press 1 to listen
to, 2 to re-record or 3 to delete the audio attachment.
36 NCS Ware 4.0 User Guide
NCS Mail Mixed-Media Messaging
6.Click the “Send” icon when finished. NCS Mail will attach the voice
annotation to the e-mail when it is sent.
An audio attachment is seen only at the receiving end and does
not appear as an attachment on the e-mail message composed
by the sender. You may carbon copy (CC:) the message to
yourself to verify that the audio attachment has been attached
and sent successfully.
Voice Mail
NCS Ware 4.0 User Guide 37
Using NCS Mail Voice Messaging
38 NCS Ware 4.0 User Guide
Logging In
Chapter 3
Using N-TeliTouch
N-TeliTouch is a Web-based management tool that provides the ability to
handle NCS Serv calls options such as call handling, speed dialing,
N-TeliFind, CallView, and Message Notification using a standard Web
browser. It provides an easy-to-use interface and is accessible from any
location that has an Internet connection.
Logging In
Users can access N-TeliTouch Call Management by using any popular
browser. To use the CallView function, the browser must be Java capable.
To access and log in to N-TeliTouch:
1.Obtain your organization’s N-TeliTouch URL address from the
system administrator. It will be in the form http://[servername]/
N-TeliTouch
or http://www.[YourDomain.com]/N-TeliTouch
Web Functions
NCS Ware 4.0 User Guide 39
Using N-TeliTouch
2.Open a web browser and go to the N-TeliTouch URL address, where
you login by entering your first and last name, extension, and
password.
Figure 1. N-TeliTouch Login page
The Main Menu
After login, you come to the main menu, which provides access to the
following functions.:
•Call management
•Station speed dialing
•CallView — a view of extension activity
•N-TeliFind, One Number Access
•Message notification
40 NCS Ware 4.0 User Guide
Logging In
Web Functions
Figure 2. N-TeliTouch Main Menu
The remainder of this chapter describes these functions.
NCS Ware 4.0 User Guide 41
Using N-TeliTouch
Setting Call Management
The Call Management page provides for setting up incoming call handling.
The example shown below is for NCS Ware version 4.0 and includes
options not previously available. The differences are explained below.
If you want to forward calls to an external number, begin with the outside
trunk or route access digit and any long distance prefix digits such as 1 and
area code.
If you want to use N-TeliFind, One Number Access, see page 50.
There is a “1-hop” limit to call forwarding. For example, ext. 101 forwards
to ext. 102, and Ext. 102 forwards to ext. 103. A call to ext. 101 will ring
ext.102 but will not re-forward to ext. 103 because of the 1-hop limit.
Instead, if ext.102 does not answer, the call is sent to ext.101’s voice mail.
42 NCS Ware 4.0 User Guide
Setting Call Management
Forwarding to a Pager Not Recommended
Forwarding calls to a pager is possible but not recommended since callers
will only hear what is heard when calling a pager and will not know to enter
a return phone number unless instructed.
Do Not Disturb
If you enable Do Not Disturb, all incoming calls are forwarded to voice
mail.
Busy Call Handling and No Answer Handling.
You can use these options to specify how you want to handle incoming
calls when you’re already on the phone or when you can’t answer the
phone, for example, when you’ve enabled the Do Not Disturb status.
NCS Ware version 4.0 added the Busy Call Handling and No Answer
Handling option to route calls to the Auto Attendant.
If want to use the Auto Attendant and you don’t know the number of the
phrase or menu you want to use, check with your system administrator.
Number of Rings Before Forwarding
Web Functions
This setting is pertains to almost all the options on this page: the number of
times the phone should ring before the system decides to forward the call
to an extension, voice mail, or the Auto Attendant.
Forwarding Email
The ability to configure Email Forwarding was added in NCS Ware version 4.0.
You can forward email by first selecting the Enable Mail Forwarding
check box, then selecting the Forward Email check box and typing in the
email address to which to forward the mail.
Also, choose whether you want the original address’s mail to be deleted,
treated as new, or treated as read and saved mail after it is forwarded.
NCS Ware 4.0 User Guide 43
Using N-TeliTouch
Speed Dial Setup
The Speed Dial Setup page, access by clicking Station Speed on the main
menu, allows you to set up to 20 station speed dial numbers. All relevant
prefix digits such as trunk or route access number, the long distance prefix
1 and area codes must precede an outside phone number. Station speed dial
numbers are also set up by using the #25 feature code on your phone set, as
described on page 17.
Figure 4. Speed Dial Setup page
CallView
CallView is a graphical user interface (GUI) that displays the status of all
NCS Serv users’ extensions and provides the functionality of a “personal
console” without having to install or use TAPI.
You must use a Java-capable Web browser to use CallView. Also, you
must have the system administrator enable Multiple Call Waiting for your
extension to be able to handle more than one call at a time.
If you’re logging in to N-TeliTouch to use CallView from a workgroup
extension, see “Workgroup View” on page 47.
44 NCS Ware 4.0 User Guide
CallView
Web Functions
Figure 5. N-TeliTouch CallView page
The call log box at the top shows the extension or phone number (Caller
ID) of incoming calls, the name if available, and the time and date of each
call. The green Message indicator turns red when there are messages in the
user’s mailbox.
Up to 30 call entries are displayed. This “call log” information is cleared
when N-TeliTouch is closed.
Using CallView to Make or Receive Calls
•Answer a call - simply pickup the handset or click the FLASH button
if your phone is on Dial Tone Mute Mode (#82) with the speaker phone
turned on.
•Dial an extension - with the handset off-hook, click any extension
number in the page and press the Dial Ext. button to automatically dial
that extension.
•Placing a call on hold - while connected to a call, click one of the four
Hold buttons. The Hold button becomes a Retrieve button. You can
place up to four calls on hold at the same time.
NCS Ware 4.0 User Guide 45
Using N-TeliTouch
•Take a call off hold—Click the Retrieve button to be reconnected
with the call. The Retrieve button changes to a Hold button.
•Transfer a Call - while connected to a call, click the extension to
which you want to transfer the call, then click Transfer.
•Transfer a Call to Voice Mail - while connected to a call, select the
extension to which you want to send the call, then click Voice Mail.
The call is directed to voice mail box for the selected extension.
•Setting up Consultation Transfer:
1. While connected to a call, select the extension of the person with
whom you want to consult.
2. Click Consultation to connect to the extension.
3. Click FLASH to re-connect to the caller.
•Call Pickup - with the handset off-hook, click an extension that has a
ringing call. Then click the Pickup button to pick up that ringing call
at that extension. This is the same as dialing #29 <extension> on the
handset to pick up a call.
•Using the Release button - click the Release button to disconnect an
active call.
46 NCS Ware 4.0 User Guide
CallView
Workgroup View
If you login to N-TeliTouch using a workgroup pilot extension number, the
CallView page displays WorkgroupView which can be used to monitor a workgroup in ways that are not possible without N-TeliTouch.
The WorkgroupView page is a monitoring interface only. It is used to view
call activity, monitor workgroup member activities, and act as a message
waiting indicator.
Web Functions
Figure 6. N-TeliTouch WorkgroupView page
The three rows below the title line are the message waiting indicators. They
indicate the number and type of messages contained in the workgroup’s
mailbox.
The first row shows two buttons that display in red when there are New or
Archived (saved) messages.
The second and third lines show the type of New and Saved messages—
Voice and Mixed-Media (E-mail)—and how many messages there are in
each category.
NCS Ware 4.0 User Guide 47
Using N-TeliTouch
The other boxes show the number of calls in queue, the caller IDs if
available, and the number of abandoned calls—calls that have left the
queue.
At the bottom you see an Update Frequency slide. You can drag the
indicator to set the frequency at which to refresh the page data.
The member information box shows a list of workgroup members, and for
each member shows the following information:
•Member - shows the extension number of the workgroup member. If
a member has logged out of the workgroup, it indicates this by
showing “(out)” next to the member extension number.
•Status - shows whether the member is on the phone (in-use) or not
(idle).
•Num of Calls - shows the number of calls the member has taken
•Ave Call Length - shows the average length of calls that come in
through the workgroup and are taken by a workgroup member.
Except for the message waiting indicators, the data on this page is cleared
and reset every morning at 3:00 AM.
48 NCS Ware 4.0 User Guide
Message Notification Setup
Message Notification Setup
The Message Notification page allows you to set up how you’d like to be
alerted to new messages when you’re away from your desk. You can also
set up Message Notification through the NCS Mail voice messaging
system, discussed under “Using Message Notification” on page 28 for
more information on this feature.
•The types of messages on which you want to be alerted.
•How and where to notify you—In the Message Notification by Calling a… options, if you chose to use an outside number, use the
drop-down list to select the trunk access you want to use.
•Delay After Dialing—what delay the system should use in waiting
after dialing to deliver the message.
•Schedule—during what hours you want to be alerted.
NCS Ware 4.0 User Guide 49
Using N-TeliTouch
N-TeliFind, One Number Access
If you are expecting calls that you want to receive regardless of where you
are, you can have the system send the call to you by dialing pre-determined
numbers based on a pre-determined schedule.
When N-TeliFind, One Number Access is active and a call comes in to your
extension, the system checks to see if the number represents a call you want
to receive. If it finds a match, it calls you at the number you specified.
N-TeliFind depends on the ability to identify the incoming call by the
Caller ID. If the system can’t identify the call, it can’t make a match.
If the system is unable to connect the call, the caller is sent into the user’s
voice mail.
Before You Set Up N-TeliFind, One Number Access
Before you use N-TeliFind, you need to make sure your call handling
settings are appropriate. Keep in mind that all system and extension call
restrictions apply for N-TeliFind. For example, if Do Not Disturb is
enabled, or if the line is busy, the call will be handled according to the
extension’s Busy Call Handling configuration.
To use N-TeliFind, it must be enabled in the NCS Ware Administrator, and
to use N-TeliFind to forward to outside lines, that must also be enabled as
an Extension Configuration restriction in NCS Admin.Check with your
system administrator if you have questions about these settings.
•Enable N-TeliFind on the Call Management page of N-TeliTouch by
selecting the Enable One Number Access box.
•Make sure the Do Not Disturb is not enabled.
50 NCS Ware 4.0 User Guide
N-TeliFind, One Number Access
Setting Up N-TeliFind, One Number Access
Figure 8. N-TeliFind, One Number Access Setup top of page
After you set up the call handling options, click the One Number Access
button on the main page to open the One Number Access Setup page.
1.Determine the times you want to be available to N-TeliFind callers.
This can be at all times, during business hours, during non-business
hours, or during a custom schedule you’ll set.
2.Enable the Caller ID Verification check box and then specify the
incoming phone numbers for N-TeliFind, One Number Access. If
N-TeliFind finds one of these numbers on an incoming call, it will send
the call on to you.
Caution: If no numbers ar e enter ed in the Caller ID Verification fields
and N-TeliFind is enabled, it is made available to every caller.
You can enter up to ten phone numbers in the Caller ID Verification
fields. For local numbers, use 7 digits (5555555). For long distance
numbers, use 10 digits—area code + local number.
Using a Password
You can also enter a password number such as “5555” so that a caller
who knows this password can use N-TeliFind to find you, regardless
of where they are calling from. Tell the caller the caller to dial 1 dur-
ing your personal greeting and then enter the password.
Web Functions
NCS Ware 4.0 User Guide 51
Using N-TeliTouch
Figure 9. N-TeliFind, One Number Access Setup bottom of page (version 4.0)
3.If you chose to use a custom schedule (Enable based on the following
schedule), you can set up to four different schedules in the Schedule
section. You can enable or disable each schedule.
4.Select the Forwarding Numbers to be used by the system to find you
when N-TeliFind is active. You can set up to four different numbers—
extensions or outside numbers. NCS Ware version 4 added drop down
list box to select the trunk access code. In older versions, the trunk
access code had to be entered as part of the dialed number.
When N-TeliFind is active, the system dials the forwarding number(s)
in the order from Forwarding Number 1 through Forwarding Number
4. (This number order does not correspond to the Schedule order—
Forward Number 2 is not used first during Schedule Number 2.)
account code 15
answering calls 12
call forwarding 15
call management 15
call park 12
call pickup 12
dial by name 14
feature status check 17
last number redial 14
making calls 14
NCS Mail Quick Features 14
other features 17
overhead paging 17
personal call pickup 12
remote call forwarding 15
station speed dial 14
setup 17
system call park 12
system call park pickup 12
system speed dial 14
workgroup call pickup 16
workgroup features 16
workgroup login 16
workgroup logout 16
feature status check 17
feature tips 17, 21, 30
enabling/disabling 30
features
PSTN 9
forwarding email 43
G
general mailbox 18
greeting
initial greeting for multiple call
waiting 6, 27
record personal greeting 26
subsequent greeting for multiple
sending messages 25
silent system call park 17
speed dial 44
speed dial setup
station 17
speed dialing 10
station
privilege override 14
station speed dial 14
station speed dial setup 17
Status Not Ready 16
Status Ready 16
subsequent greeting 6, 27
supervisor workgroup features 16
system
call park (silent) 17
call pickup 12
system call park 12
pickup 12
silencing the announcement 5
system callback 9
system speed dial 14
T
Telephone ii
transfer
Centrex 2
consultation 46
transfer call to user’s voice mail 3
transfer to auto attendant 3
transfer to NCS Mail 3, 22
transferring calls 2
login 21
message 46
NCS Mail system 21
returning to auto attendant 23
transfer call to 3
transfer to 22