NEC ncs serv r4.0 User Guide

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NCS Serv

User Guide

Software Version 4.0

Part No. 77000SUG05

April 2001

Printed in the U.S.A. (2106)

WARNING!

Toll fraud is committed when individuals unlawfully gain access to customer telecommunication systems. This is a criminal offense. Currently, we do not know of any telecommunications system that is immune to this type of criminal activity. NEC America will not accept liability for any damages, including long distance charges, which result from unauthorized and/or unlawful use. Although NEC America has designed security features into its products, it is your sole responsibility to use the security features and to establish security practices within your company, including training, security awareness, and call auditing.

NOTICE

While every effort has been made to ensure accuracy, NEC America will not be liable for technical or editorial errors or omissions contained within the documentation. The information contained in this documentation is subject to change without notice.

This documentation may be used only in accordance with the terms of the NEC America License Agreement.

NEC America, Inc., Corporate Networks Group 4 Forest Parkway Shelton, CT. 06484 Telephone: 203-926-5400 Fax: 203-929-0535 Web site: cng.nec.com

TRADEMARKS

NEC, NCS Serv, NCS Ware, Extended Caller ID, N-TeliTouch, NCS Link, NCS Console, NCS Admin and N-TeliCall are trademarks or registered trademarks of NEC.

All other brand names mentioned are trademarks or registered trademarks of their respective manufacturers.

4502-0001-A1

NCS Serv

4.0 User Guide

Table of Contents

Contents

HAPTER

NCS Serv Telephone Functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Basic Functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Making Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Answering Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Putting a Call on Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Transferring Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Centrex Transfer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Conference Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Consultation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Call Park . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

System Call Park and Silent System Call Park. . . . . . . . . . . . . . . 5

Single Call Waiting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Multiple Call Waiting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

System Callback (to Remote Location) . . . . . . . . . . . . . . . . . . . . 7

Using NCS Serv VoIP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Calling a Remote Extension Directly over IP. . . . . . . . . . . . . . . . 7

Calling Remote Auto Attendant or Operator . . . . . . . . . . . . . . . . 7

Calling a Remote Number (Hop Off Dialing) . . . . . . . . . . . . . . . 8

Voice Over IP Trunk Call Support . . . . . . . . . . . . . . . . . . . . . . . . . 9

Supported Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Remote Locations IP Dialing Chart . . . . . . . . . . . . . . . . . . . . . . . . 11

Using Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Answering Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

NCS Mail Quick Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Making Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Call Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Workgroup Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Workgroup Supervisor Features. . . . . . . . . . . . . . . . . . . . . . . . . 16

Other Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Operator Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Call Handling and the Auto Attendant . . . . . . . . . . . . . . . . . . . . 18

Checking the General Mailbox. . . . . . . . . . . . . . . . . . . . . . . . . . 18

Operator on Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Operator Off-line . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

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Using NCS Mail Voice Messaging . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Logging In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Transfer to NCS Mail Feature . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Returning to Auto Attendant from NCS Mail . . . . . . . . . . . . . . 23

NCS Mail Main Menu Options . . . . . . . . . . . . . . . . . . . . . . . . . 23

Listening to Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Sending Messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Making a Call from within NCS Mail . . . . . . . . . . . . . . . . . . . . 25

Personal Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Recording Greetings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Changing your Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Using Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Using Reminder Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Call Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Feature Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Using Distribution Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Enable/Disable IP Extension . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Dynamic Messaging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

N-TeliCall. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Private Messaging. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

NCS Mail Mixed-Media Messaging . . . . . . . . . . . . . . . . . . . . . . . 35

Accessing NCS Mail Mixed-Media Messages. . . . . . . . . . . . . . 35

HAPTER

Using N-TeliTouch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Logging In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

The Main Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Setting Call Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Speed Dial Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

CallView . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Workgroup View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Message Notification Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

N-TeliFind, One Number Access . . . . . . . . . . . . . . . . . . . . . . . . . 50

Telephone Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . v

NCS Mail Quick Features

:. . . . . . . . . . . . . . . . . . . . . . . . . . . . . v

Making Calls: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . v

Answering Calls:. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . v

Call Management: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . v

Workgroup Features:. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . vi

Workgroup Supervisor Features:. . . . . . . . . . . . . . . . . . . . . . vi

Other Features:. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . vi

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Table of Contents

Telephone Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .vii

NCS Mail Quick Features:. . . . . . . . . . . . . . . . . . . . . . . . . . . . vii

Making Calls: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . vii

Answering Calls:. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .vii

Call Management: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .vii

Workgroup Features:. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . viii

Workgroup Supervisor Features:. . . . . . . . . . . . . . . . . . . . . viii

Other Features:. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . viii

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Table of Contents

NCS Ware

4.0 User Guide

Basic Functions

Chapter 1

NCS Serv Telephone Functions

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

NCS Serv Telephone Functions

System Hold

play music on hold, the outside party will hear music.

DO NOT HANG UP

Press the

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

(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

FLASH

trunk-line access such as 9) and either hang up or announce the call.

Centrex completes the transfer.

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, 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

into the conferencing session.

, dial the next party’s number, and press # to bring the person

Telephone

Functions

NCS Ware

4.0 User Guide

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.

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4.0 User Guide

# 31

followed by the extension

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

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

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4.0 User Guide

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.

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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

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

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 Jose 1 3 (example) Seattle 2 3

Remote Loc. ID)

(Dialed Digits)

Extension Length

(at remote location)

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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

Feature Dial 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>

#30 Connects 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.>

12 NCS Ware 4.0 User Guide

Using Feature Codes

Hands Free Intercom Mode

Handsfree Manual Mode (for headset use)

* <ext> = extension num.; <nn> = 2-digit num.; <loc.> location num.

#81 Allows 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.

#82 Allows 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.

Feature Dial Description Greeting Menu # 11

Password Menu # 28 Follow the system prompts to change your

Making Calls

Feature Dial Dial by Name #34

Station Privilege Override

Dial Last Caller #69 Dials 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 #99 Saves and redials the last number dialed.

* <ext> = extension num.; <nn> = 2-digit num.; <loc.> location num.; <string> = character string

<string> #

#35 <your ext> <password>

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>.

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

Feature Dial 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

#32 <acct. num>,

FLASH (wait for dial tone) #32 <acct. num> #

#33 Activates 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

Feature Dial 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

Feature Dial Workgroup

Silent Monitor

Workgroup Barge In

* <wkgp ext> = workgroup pilot extension num.;

#29 <wkgp ext>

#90 Tells the system your extension is ready to

#91 Tells 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.

#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.

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

Feature Dial Feature Status

Check

Station Speed Dial Setup

Overhead Paging #44 If available on your system, connects to the

Overhead Paging by Trunk

Feature Tips #55 Plays 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

#22 Retrieves 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> #

#45 If available on your system, directs a call to a

#73 Disable 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:

Numbers Letters Numbers Letters

2 A, B, C, a, b, c 7 P, R, S, p, r, s 3 D, E, F, d, e, f 8 T, U, V, t, u, v 4 G, H, I, g, h, i 9 W, X, Y, w, x, y 5 J, K, L, j, k, l 1 Q, Z, q, z 6 M, 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:

1. Listen to New Messages

2. Review Saved Messages

3. Send a Message

4. Access Personal Options

5. Access Private Messaging Options

6. Phrase Management (system manager extension only)

8. Review Mixed-Media Messages

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 Initial Greeting 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 virtual extension 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

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.

Figure 3. Call Management Setup page (Version 4.0)

Forwarding All Calls

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

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.

Web Functions

Figure 7. Message Notification setup page (version 4.0)

Use this page to set the following:

• 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.)

52 NCS Ware 4.0 User Guide

4Index

access

mixed-media messaging 35

NCS Mail 21 account code 15 ACD 9 answering calls 1, 12

distinctive ringing 1 auto attendant 7, 9

call handling 18

call transfer 3

return to/from NCS Mail 23 automatic call distribution 9

blind transfer 46 blocking

outside calls 19

call

auto attendant call handling 18

management 42

on hold 45 call forwarding 15

remote 15 call handling 42

answering calls 1, 12

call park 12

call pickup 12

Centrex transfer 2

conference 3

consultation 4

making calls 1, 14

on hold 1, 18

outside call blocking 19

system call park 12

system call park pickup 12

transfer to auto attendant 3

Index

transfer to NCS Mail 3 transfer to user’s voice mail 3 transferring 2

call management 15

account code 15 call forwarding 15 do not disturb 15 remote call forwarding 15

call park 9, 12

silent system call park 17

call pickup 12

personal 12 system 12

workgroup 16 call view 10 call view (in N-TeliTouch) 44 call waiting 9 caller ID 10 calling a remote NCS Serv 7

connecting to auto attendant or op-

erator directly 7 calling a remote NCS Serv over IP 7 calling a remote number

hop off dialing 8 Centrex transfer 2 changing password 27 composing

Mixed-Media Message 36 conference call 3, 9 connecting to an extension directly 7 consultation 4 consultation transfer 46

delete

private messages 35 dial by name 14 dial last caller 10, 14 distinctive ringing 1 DND 15 do not disturb 15 dynamic messaging 33

N-TeliCall 33

private messaging 34

Index

NCS Ware 4.0 User Guide i

Index

email forwarding 43 Exchange integration 10 extension

answering 42 call handling 42

feature codes 12

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

general mailbox 18 greeting

initial greeting for multiple call

waiting 6, 27

record personal greeting 26 subsequent greeting for multiple

call waiting 6, 27

hands free intercom mode 13 Handsfree Manual Mode (for Headset

use) 13

hop n dialing

to a remote extension 8

hop off dialing 8

initial greeting 6, 27 integration

Microsoft Exchange 10

intercom

hands free mode 13

last number redial 14 listening to messages 23 login

NCS Mail

remote 22

workgroup 16

logout

workgroup 16

mailbox

general 18

main menu

N-TeliTouch 40 making an IP call 7 making calls 1 message

checking status of 35

composing 36

leaving a 34

listening to 23

notification 28, 49

ii NCS Ware 4.0 User Guide

Index

retrieve mixed-media

messages 36

sending 25, 36

voice mail 46 message notification 9 messaging

dynamic 33

mixed-media 35

private 34 mixed-media messaging 35

remote access 35

retrieving 36 multiple call waiting

initial greeting 6, 27

subsequent greeting 6, 27

NCS Console 10 NCS Mail 21

access 21

changing password 27

mixed-media messaging 35

personal options 26

Quick Features 14

record greetings 26

remote mixed-media messaging

access 35

return to auto attendant 23

transfer call to 3, 22 NCS Serv

User Reference Guide 1 not ready status 16 notification

message 28, 49 N-TeliCall 9, 24, 33 N-TeliFind

password 51 N-TeliFind, One Number Access 9,

N-TeliTouch 10, 39

access 39

call management 42

call view 44

main menu 40

message notification 49 N-TeliFind 50 One Number Access 50 speed dial 44

on hold 45

placing a call 1, 18

operator 7, 19

general mailbox 18 off-line 19

options

personal 26

overhead paging 17

password

changing 27 N-TeliFind 51

personal greeting

initial greeting for multiple call

waiting 6, 27

subsequent greeting for multiple

call waiting 6, 27

private messaging 34 PSTN features 9

record personal greetings 26 redial 14 reminder calls 9, 29 remote

management 39

remote access

mixed-media messaging 35 remote call forwarding 15 remote locations dialing chart 11

sending

Mixed-Media Message 36

Index

NCS Ware 4.0 User Guide iii

Index

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

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

workgroup

call pickup 16 feature codes 16 login 16 logout 16 supervisor features 16

Workgroup View 10

Update Frequency 48 user

NCS Serv User Reference

Guide 1

workgroup features 16 User Reference Guide 1

voice mail 10

general mailbox 18

iv NCS Ware 4.0 User Guide

Telephone Feature Codes

This appendix contains all feature codes available to users on the NCS Serv system.

NCS Mail Quick Features:

## . . . . . . . . . . . . . . . . . . . . . . . Access Voicemail

#11 . . . . . . . . . . . . . . . . . . . . . . Greeting Menu

#28 . . . . . . . . . . . . . . . . . . . . . . Password Menu

Making Calls:

#34 . . . . . . . . . . . . . . . . . . . . . . Dial By Name

#35 . . . . . . . . . . . . . . . . . . . . . . Station Privilege Override

#69 . . . . . . . . . . . . . . . . . . . . . . Dial Last Caller

#77 . . . . . . . . . . . . . . . . . . . . . . Station Speed Dial

#88 . . . . . . . . . . . . . . . . . . . . . . System Speed Dial

#99 . . . . . . . . . . . . . . . . . . . . . . Last Number Redial

Answering Calls:

#29 <ext>. . . . . . . . . . . . . . . . . Individual Call Pickup (a specific

station)

#30 . . . . . . . . . . . . . . . . . . . . . . System Call Pickup (any station

ringing)

FLASH #31 . . . . . . . . . . . . . . . Personal Call Park

#31 <ext>. . . . . . . . . . . . . . . . . Personal Call Park Pickup

FLASH #41 . . . . . . . . . . . . . . . System Call Park

#41 <loc.#> . . . . . . . . . . . . . . . System Call Park Pickup

#81 . . . . . . . . . . . . . . . . . . . . . . Hands Free (Intercom) Mode

#82 . . . . . . . . . . . . . . . . . . . . . . Hands Free / Headset Mode

Feature Codes

Call Management:

#26 . . . . . . . . . . . . . . . . . . . . . . Station Log Out

#27 . . . . . . . . . . . . . . . . . . . . . . Station Log In

#32 <acct. #> . . . . . . . . . . . . . . Account Code

#33 . . . . . . . . . . . . . . . . . . . . . . Do Not Disturb

#36 . . . . . . . . . . . . . . . . . . . . . . Call Forwarding

NCS Ware 4.0 User Guide v

Telephone Feature Codes

#37. . . . . . . . . . . . . . . . . . . . . . .Remote Call Forwarding

Workgroup Features:

#29 <wkgp ext #> . . . . . . . . . . .Workgroup Call Pickup

#54 <wkgp ext #> . . . . . . . . . . .Workgroup Log In

#56 <wkgp ext #> . . . . . . . . . . .Workgroup Log Out

#90 <wkgp ext #> . . . . . . . . . . .Set Agent Status to Ready

#91 <wkgp ext #> . . . . . . . . . . .Set Agent Status to Not Ready

Workgroup Supervisor Features:

#59 <wkgp ext #><pswd><ext>1 Silent Monitor #59 <wkgp ext #><pswd><ext>2 Barge in

Other Features:

#22. . . . . . . . . . . . . . . . . . . . . . .Feature Status Check

#25. . . . . . . . . . . . . . . . . . . . . . .Station Speed Dial Setup

#38. . . . . . . . . . . . . . . . . . . . . . .Outside Call Blocking (operator only)

#39. . . . . . . . . . . . . . . . . . . . . . .Operator Off-Line (operator only)

#44. . . . . . . . . . . . . . . . . . . . . . .Overhead Paging

#45. . . . . . . . . . . . . . . . . . . . . . .Overhead Page by Trunk

#55. . . . . . . . . . . . . . . . . . . . . . .Feature Tips

#73. . . . . . . . . . . . . . . . . . . . . . .Silent System Call Park

#82. . . . . . . . . . . . . . . . . . . . . . .Dial Tone Mute Mode

FLASH <ext> . . . . . . . . . . . . . .Transfer

FLASH #40 . . . . . . . . . . . . . . . .Transfer to NCS Mail

FLASH # 1 5 <AA#> . . . . . . . . .Transfer to Auto Attendant

FLASH # # <ext> . . . . . . . . . . .Transfer to Extension’s Voicemail

FLASH <ext> FLASH . . . . . . .Consultation and Return

FLASH <no.> #. . . . . . . . . . . . .Conference Call

FLASH . . . . . . . . . . . . . . . . . . .Call Waiting Answer

FLASH . . . . . . . . . . . . . . . . . . .Centrex Transfer (line flash)

vi NCS Ware 4.0 User Guide

Telephone Feature Codes

This appendix contains all feature codes available to users on the NCS Serv system.

NCS Mail Quick Features:

Access Voicemail. . . . . . . . . . . ##

Greeting Menu. . . . . . . . . . . . . #11

Password Menu . . . . . . . . . . . . #28

Making Calls:

Dial By Name . . . . . . . . . . . . . #34

Dial Last Caller . . . . . . . . . . . . #69

Last Number Redial. . . . . . . . . #99

Station Privilege Override . . . . #35

Station Speed Dial . . . . . . . . . . #77

System Speed Dial. . . . . . . . . . #88

Answering Calls:

Hands Free (Intercom) Mode. . #81 Hands Free / Headset Mode. . . #82 Individual Call Pickup

(a specific station) . . . . . . . #29 <ext>

Personal Call Park . . . . . . . . . . Flash #31

Personal Call Park Pickup . . . . #31 <ext>

Ringing Call Pickup

(any station ringing) . . . . . . #30

System Call Park . . . . . . . . . . . Flash #41

System Call Park Pickup . . . . . #41 <loc.#>

Feature Codes

Call Management:

Account Code. . . . . . . . . . . . . . #32 <acct.#>

Call Forwarding. . . . . . . . . . . . #36

Do Not Disturb. . . . . . . . . . . . . #33

Remote Call Forwarding . . . . . #37

Station Log In . . . . . . . . . . . . . #27

NCS Ware 4.0 User Guide vii

Telephone Feature Codes

Station Log Out . . . . . . . . . . . . .#26

Workgroup Features:

Set Agent Status to Ready. . . . .#90

Set Agent Status to Not Ready .#91

Workgroup Call Pickup. . . . . . .#29 <wkgp ext #>

Workgroup Log In. . . . . . . . . . .#54 <wkgp ext #>

Workgroup Log Out . . . . . . . . .#56 <wkgp ext #>

Workgroup Supervisor Features:

Barge In . . . . . . . . . . . . . . . . . . .#59<wkgp ext><pswd><ext>2

Silent Monitor . . . . . . . . . . . . . .#59<wkgp ext><pswd><ext>1

Other Features:

Call Waiting Answer. . . . . . . . .FLASH

Centrex Transfer . . . . . . . . . . . .FLASH *

Conference Call. . . . . . . . . . . . .FLASH <no.> #

Consultation and Return . . . . . .FLASH <ext> FLASH

Feature Status Check. . . . . . . . .#22

Feature Tips. . . . . . . . . . . . . . . .#55

Operator Off-Line

(operator only) . . . . . . . . . . .#39

Outside Call Blocking

(operator only) . . . . . . . . . . .#38

Overhead Paging . . . . . . . . . . . .#44

Overhead Page via Trunk Port .#45

Silent System Call Park. . . . . . .#73

Station Speed Dial Setup. . . . . .#25

Transfer . . . . . . . . . . . . . . . . . . .FLASH <ext>

Transfer to Auto Attendant . . . .FLASH #1 5 <AA#>

Transfer to NCS Mail . . . . . . . .FLASH #40

Transfer to Extension’s

Voicemail. . . . . . . . . . . . . . .FLASH ## <ext>

viii NCS Ware 4.0 User Guide

May 2000

P/N 77000MQRC01

Feature Codes

Directory Name

RECORD GREETING OR

DIRECTORY NAME

MESSAGE DELIVERY OPTIONS

1 Mark Urgent (or Normal) Delivery

SEND MESSAGE

# Send Message Now

1 Specify Message Delivery Options

2 Re-enter Destination Extension

REVIEW VOICE MESSAGES

1 Delete Message

2 Replay Message

3 Save Message

4 Send a Copy of Message

5 (Call the Message Sender)

1 Record Personal Greeting or

2 Mark Future (or Immediate) Delivery

GREETING MENU

1 Play or Record Personal Greeting

2 Play or Record Directory Name

3 Select System or Personal Greeting

4 Play or Record Initial Greeting

6 (Reply to Message Sender)

# Skip to Next Message

SEND MESSAGES

- Record message after the tone

- Press # to end message recording

1 for phone number

2 for pager number

# Keep Current Recording

NOTIFICATION DELIVERY

NUMBER

PASSWORD MENU

1 Change Password

5 Play or Record Subsequent Greeting

- Enter recipients extension

- Press # to enter recipients name

- Press 9 to send to all extensions

- Press * to cancel and re-record

- Choose one of following options:

3 (for extension number>

- Enter the Destination Number

- Press # at end of number

- Choose one of following options:

MESSAGE NOTIFICATION

1 Enable for Urgent Messages

2 Enable for All Messages

3 Disable Notification

4 Change Notification Number

5 Set Notification Schedule

PERSONAL OPTIONS

1 Review/change name or greeting

2 Review/change password

3 Access Message Notification

4 Access Reminder Call Options

5 Enable/Disable Call Forwarding

NOTIFICATION SCHEDULE

1 Activate Notification at All Times

2 Activate Notification During Off Hours

3 Specify Notification Schedule

1 Deliver to subscriber s extension

REMINDER CALLS

- (Press 1 to review Reminder Call)

PRIVATE MESSAGING

1 (Review Private Message Status)

2 Deliver to outcall phone number

- (Press 2 to add Reminder Call)

- Enter year, month, day and time

- Record reminder message, press #

- Choose one of the following options:

- Press # to Confirm Message Delivery

REVIEW MIXED-MEDIA

MESSAGES

1 Review New Messages

2 Record New Private Message

2 (Review Saved Messages)

May 2000

NCS MAIL

MESSAGING SYSTEM

FROM ANY MENU

Press 0 to repeat options

Press * for the previous menu

NOTE

( ) represents options

available only when applicable.

MAIN MENU

1 (Review New Messages)

2 (Review Saved Messages)

3 Send Messages

4 Change Personal Options

5 Access Private Messaging Options

6 (Access Phrase Management)

8 (Review Mixed-Media Messages)

9 Transfer Out of Voice Mail

# Make a Call

NCS Ware 4.0 User Guide ix

Telephone Feature Codes

x NCS Ware 4.0 User Guide

NEC ncs serv r4.0 User Guide

Specifications and Main Features

Frequently Asked Questions

User Manual

Basic Functions

Making Calls

Answering Calls

Putting a Call on Hold

Transferring Calls

Centrex Transfer

Transferring Calls Directly to a User’s Voice Mailbox

Transferring Calls to an Auto Attendant

Conference Calls

Consultation

Call Park

System Call Park and Silent System Call Park

Single Call Waiting

Multiple Call Waiting

System Callback (to Remote Location)

Calling a Remote Extension Directly over IP

Calling Remote Auto Attendant or Operator

Calling a Remote Number (Hop Off Dialing)

Hop On Dialing to a Remote Extension

Voice Over IP Trunk Call Support

Supported Features

Remote Locations IP Dialing Chart

Using Feature Codes

Answering Calls

Making Calls

Call Management

Workgroup Features

Workgroup Supervisor Features

Other Features

Operator Features

Call Handling and the Auto Attendant

Checking the General Mailbox

Operator on Hold

Operator Off-line

Feature Tips

Logging In

First time access

A Normal Login at Your Station

Logging in from Another Station or as a Virtual Extension

Remote Login

Listening to Messages

Disposing of the Messages

About Outcalls to Cellular or PCS Phone Numbers

Sending Messages

Personal Options

Recording Greetings

Changing your Password

Using Message Notification

Using Reminder Calls

Reviewing Scheduled Reminder Calls

Call Forwarding

Feature Tips

Using Distribution Lists

Creating a Distribution List

Editing a Distribution List

Deleting a Distribution List

Reviewing a Distribution List

Enable/Disable IP Extension

Dynamic Messaging

The Caller’s Options

Private Messaging

Retrieving Messages

Composing and Sending Messages

Logging In

The Main Menu

Setting Call Management

Forwarding All Calls

Do Not Disturb

Busy Call Handling and No Answer Handling.

Number of Rings Before Forwarding

Forwarding Email

Speed Dial Setup

CallView

Using CallView to Make or Receive Calls

Workgroup View

Message Notification Setup