Nortel Networks P0887496 01 User Manual
Norstar PC Console 1.1
User Guide
Norstar is a trademark of Northern Telecom
© Copyright Northern Teleco m 1998
1-800-4 NORTEL
www.nortel.com/norstar
Norstar is a trademark of Northern Telecom
P0887496 01
Printed in Canada
Table of contents
Chapter 1 Introduction to Norstar PC Console 1
About this guide 1
Conventions 2
Naming of window components 2
Using the keyboard to navigate around Norstar PC Console 2
Processing a call with right-click mouse capability 3
References 4
Chapter 2 Understanding Norstar PC Console 5
Server program 5
Attendant program 5
Reports program 6
Norstar PC Console features 6
Easy to use, time saving Graphical User Interface (GUI) 6
Advanced software capabilities 6
Attractiveness of PC compatibility 7
Attendant types 7
Chapter 3 Getting started 9
Starting the Server program 9
Shutting down the Server program 10
Starting the Attendant program 10
Minimizing and maximizing the Attendant main window 11
Shutting down the Attendant program 11
Checking that the Server and Attendant programs are running 11
Initializing and configuring the Attendant program 12
Starting the Attendant program for the first time 12
Types of attendant setups 13
Setting up other attendant features 17
Chapter 4 Working with the Attendant main window 21
Components of the Attendant main window 21
Title bar 22
Menu bar 22
Toolbar 22
Loop buttons 22
Caller Information group box 22
Call processing area 22
Directory group box 23
Status Bar 23
P0887496 01 Norstar PC Console 1.1 User Guide
ii
Using the menu bar 24
File menu 24
Edit menu 24
View menu 25
Tools menu 25
Transfer menu 26
Caller menu 27
Target menu 28
Attendant menu 29
Help menu 29
Using the toolbar 29
Using the Caller Infor mation group box 32
Using the call processing area 34
Using the Directory group box 35
Search and edit functions in the Directory group box 36
Directory list 38
Chapter 5 Handling calls 41
Answering calls as an attendant 41
Finding the called person’s extension
and placing it in the Target box 43
Using the Contacts group box 43
Using the Directory tab views 44
Using the Directory Find box 44
Using the Department box 45
Transferring a call 45
Parking, holding and screening calls 47
Parking calls and paging employees 47
Placing and retrieving calls on hold 48
Screening calls 49
Contacting employees using Voice Call 50
Linking and Joining calls 50
Handling a callback call 51
Responding to a callback that an extension did not answer 51
Responding to a callback that a called party returned 52
Making a call from the attendant’s extension 53
Managing calls at the employee’s telephone 54
Chapter 6 Maintaining caller and employee information 57
Maintaining caller information 57
Creating a new caller record 57
Finding and editing caller information 60
Maintaining employee information 61
Working with the Directory list 61
Finding an employee record 62
Editing employee information 64
Norstar PC Console 1.1 User Guide P0887496 01
iii
Chapter 7 Generating reports 69
Report types 69
Calls by Custo mers report 69
Calls to Employees report 70
Extension Directory report 70
Working with the Reports window 71
Database group box 71
Information group box 71
Period group box 72
Employees and customers group boxes 73
Creating and viewing reports 74
Selecting the database 74
Selecting a report type 75
Setting the report period 76
Selecting employees and customers for the report 77
Create Report button 78
Viewing the report you generated 78
Printing a report 79
Glossary 81
Index 85
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Norstar PC Console 1.1 User Guide P0887496 01
Introduction to Norstar PC Console
Norstar PC Console is an application that provides centralized call management and call
activity reporting capability to a business. Norstar PC Console runs on one or more Pentium™
Class personal computers (PCs) under a compatible Windows operating system.
You can customize the way Norstar PC Console is set up to best suit your company’s call management requirements. A telephone attendant uses the graphical user interface to:
•originate calls
• answer and manage multiple calls
• view a company’s name before answering the call
• record, add and change caller information for future use
• quickly access information about the caller
• transfer calls to employees or their voice mail
• send the caller’s name to the employee’s Norstar telephone display
• park calls and page employees
• view information in a Directory about your company’s employees such as their extension
number, person status and telephone status
1
• create and print reports showing how incoming calls were handled
• view the status of all extensions in the company’s Norstar ICS system
About this guide
This document describes how Norstar PC Console works and how to use it in your company.
The instructions in this guide are intended for experienced PC users. The Norstar PC Console
User Guide is organized as follows:
Introduction to
Norstar PC Console
Understanding
Norstar PC Console
Getting started
Working with the Attendant
main window
provides an overview of how this guide is organized,
offers references and discusses using shortcut keys
and right-click mouse capability.
explains how Norstar PC Console works and
expl ains the features available with Norstar PC
Console.
describes how to start, minimize, maximize and
close the Norstar PC Console Server and Attendant
programs and how to change the different Attendant
setups.
focuses on the components of the Norstar PC
Console Attendant main window.
P0887496 01 Norstar PC Console 1.1 User Guide
2
Introduction to Norstar PC Console
Handling calls
Maintaining Caller and Employee
information
Generating reports
Glossary
explains how an attendant answers and directs
incoming calls and how a person being called
answers and manages calls.
describes how you enter, edit and maintain caller
and employee information.
focuses on how to use the Norstar PC Console
Reports progra m to gen erat e and cu stomiz e v arious
reports.
defines terms and acronyms used in this guide that
are relevant to Norstar PC Console.
Conventions
Naming of window components
Refer to Components of the Attendant main window on page 21 for window terminology used
in this document.
Using the keyboard to navigate around Norstar PC Console
You can use the keyboard to do many tasks quickly in Norstar PC Console. There are three
kinds of keyboard navigation. The first two types are Windows standard while the third type is
particular to Norstar PC Console. They are:
• Access keys which are the letters underlined in menu names and commands. For more
information, refer to Access keys
• shortcut keys defined on the menus. For more information, refer to Shortcut keys defined
on the menus on page 3.
• commands initiated by holding down the
tion, refer to Commands initiated by holding down the Alt key plus an additional key
page 3.
Access keys
In Norstar PC Console, each menu name as well as each command within the menus contain
an underlined letter called an Access key.
To use the Access keys:
1. Press and release the
2. Press the Access key for the menu name and release it. For example, to open the
menu, press
Alt
Alt
key. This gives you access to the menu names in the menu bar.
then E and the
on page 2.
Alt
key plus an additional key. For more informa-
Edit
menu will be displayed.
on
E
dit
3. Press the Access key for the desired command. For example, to select
from the
Norstar PC Console 1.1 User Guide P0887496 01
Edit
menu, press I and the
Edit Caller Information
dialog box will be displayed.
Caller I
nformation
Introduction to Norstar PC Console
Shortcut keys defined on the menus
Shortcut key combinations are indicated beside some menu commands. In cases where the
Ctrl
key is with another key, make sure to hold the
key in the combination. The additional shortcut keys are as follows.
Edit
In the
menu:
Ctrl
key down while pressing the second
3
In the
In the
Transfer
Caller
menu:
Cut Ctrl
Copy Ctrl
Paste Ctrl
Dial Paste Ctrl
Transfer Paste Ctrl
menu:
1st Contact F9
2nd Contact F10
3rd Contact F11
Transfer to Target
Screen Transfer Ctrl
Answer Next Esc
Num Pad+
+X
+C
+V
+D
+T
Num Pad+
Hold Ctrl
Release F12
Commands initiated by holding down the Alt key plus an additional key
Call handling functions can be accessed directly from the Attendant window using the
in combination with the underlined keys in the commands. Using this method, the
be held down while the other key is being pressed. For example, to place an active call on
Hold
, hold down the
Alt
key and press H.
+H
Alt
key must
Alt
key
Processing a call with right-click mouse capability
Right-click mouse capability can help you process calls faster by minimizing mouse
movement. The following call processing options are available with right-mouse capability:
• originate a call
•transfer a call
• screened transfer
P0887496 01 Norstar PC Console 1.1 User Guide
4
Introduction to Norstar PC Console
• transfer a call to voice mail
• link transfer
• park a call and page an employee
• camp a call on an extension
To use right-click mouse capability:
1. Position the cursor on a name or extension in the
mouse. A drop-down list of call options appears.
2. Click (left- or right-click) one of the call processing options.
References
Directory
group box and right-click the
As a Norstar PC Console attendant, you may need to refer to the
Installation Guide.
Norstar PC Console 1.1 User Guide P0887496 01
Norstar PC Console
Understanding Norstar PC Console
Norstar PC Console is a client/server software application that consists of the following three
interrelated programs operating together under a Windows operating systems:
2
• Server program. Refer to Server program
• Attendant program. Refer to Attendant program
• Reports program. Refer to Reports pr ogram
Server program
The Server program communicates with your Norstar Integrated Communication System (ICS)
initiating Norstar telephone functions such as transferring calls, placing calls on hold and
parking calls.
The Server program talks with one or more Attendant programs. An Attendant program can be
either on the same PC as the one with the Server program or on a separate PC connected via
a Local Area Network (LAN).
The Server program receives:
• notification of all incoming calls
• status changes of all telephones attached to the Norstar ICS
The Server program collects and manages call-processing information in a database that can
be used for reporting purposes.
on page 5
on page 5
on page 6
Attendant program
The Attendant program has an easy-to-use graphical user interface. The Attendant main
window displays information about incoming callers and includes a Company Directory with
employee names, telephone status (such as on-hook, off-hook, do not disturb and call
forward) and personal status (None, Not at desk and Out of office). The Directory can be
searched from the Attendant main window.
Attendant PCs can be either main, assistant, overflow or backup. For more information, refer to
Types of attendant setups
voice mailbox or to an external number.
Your company can be set up with more than one attendant. Norstar PC Console can also be
set up to provide call coverage for assigned groups of employees. In this setup, you are
notified of calls to assigned employees and can answer calls when those employees cannot.
P0887496 01 Norstar PC Console 1.1 User Guide
on page 13 . Incoming calls can be transferred to an extension, a
6
Understanding Norstar PC Console
Reports program
The Reports program provides information about incoming calls to your company. Reports can
help you identify trends and find answers to questions before they become problems. You can
request a report from any PC with an Attendant program and view the report in the Reports
window or print it on an attached printer.
Norstar PC Console features
There are many features and benefits associated with Norstar PC Console.
Easy to use, time saving Graphical User Interface (GUI)
Norstar PC Console has a GUI that is uncomplicated and uncluttered compared with other
attendant consoles, without sacrificing sophisticated features. It is easy to select the correct
buttons to process incoming calls and very few key strokes are required for most everyday
activities. In fact, answering an incoming call and transferring it to an extension usually
requires only two steps: clicking a
beside the called party’s name to transfer the call.
Loop
button to answer the call and double-clicking the icon
The GUI provides you with information at-a-glance about the progress and status of calls.
Even before a call is answered, you are provided with advance information about the call and
caller, including the caller’s telephone number and the length of time that the caller has been
waiting. When calls are transferred back to you, the Attendant main window immediately
displays the status of the call.
On-line help is readily available which ensures that Norstar PC Console is easy to learn and to
use.
Because performing normal attendant functions is faster with a GUI, your time is freed up to do
other tasks.
Advanced software capabilities
Here are some of Norstar PC Console’s advanced software capabilities:
Visual call announcing
and control
Backup attendant
Even when a telephone is busy with a call, an attendant
can send caller information to the telephone’s two-line
display area. Using display buttons, the person being
called can control the call accordingly. This is a unique
feature because it means that important calls will not be
lost.
Incoming calls can be quickly and easily transferred to a
backup attendant sitting at a different location than the
main attendant. This means that the backup attendant
does not have to leave his or her own desk to cover f or the
main attendant.
Overflow attendant
Norstar PC Console 1.1 User Guide P0887496 01
Overflow calls are transferred to an overflow attendant.
Consequently, calls will not be lost during busy periods.
Understanding Norstar PC Console
7
Reports
Ability to handle growth
Norstar PC Console provides reports, allowing you to
obtain periodic information such as the number of
incoming calls and who answered the calls. This is important information because it can indicate the calling trends
within the business and the performance of the telephone
system.
A one-time purchase of Norstar PC Console is often all
that is ever needed. If you want to add more attendant
positions as the company grows, Norstar PC Console is
easily expandable.
Attractiveness of PC compatibility
Norstar PC Console has combined telecommunications with personal computing to make the
attendant’s job easier, faster, and more efficient.
Use of existing hardware
There is no need for you to purchase additional dedicated
hardware to obtain the power of Norstar PC Console.
Provided you have the minimum computer requirements,
all that is needed is the software and a simple hardware
enabler allowing your computer to communicate with the
Norstar ICS.
Multi-tasking
Attendant types
Each PC that has the Attendant program installed is set up to handle calls either as a main
attendant, overflow attendant, backup attendant or assistant attendant. Each attendant type
provides flexibility in responding to calls. This ensures that all calls can be handled in a
professional and timely manner. For detailed information about attendant setups, refer to
Types of attendant setups
Norstar PC Console works in a multi-tasking environment.
You can use your PC for other tasks such as word
processing in addition to attending to calls. Y ou can quickly
switch from PC tasks to the Attendant main window when
there is an incoming call.
on page 13 .
P0887496 01 Norstar PC Console 1.1 User Guide
8
Understanding Norstar PC Console
Norstar PC Console 1.1 User Guide P0887496 01
Getting started
Once your Norstar PC Console system is set up and checked by the installer or system
administrator, you can use the Norstar PC Console programs. Before you handle calls, you
should know how to start and exit from Norstar PC Console on your PC. For starting the
programs for the first time, refer to Initializing and configuring the Attendant program
12.
Starting the Server program
You must start the Server program before the Attendant program.
To start the Server program:
3
on page
1. On the Windows taskbar, click
2. Point to
3. Click the
window appears. The Server program is ready to use when the
Program
Norstar PC Console
Norstar PC Console Server
group box indicates
Start
and point to
and click
, is added to the Windows taskbar.
Running
Server
button and the
.
Programs
Norstar PC Console Server
. The
.
Norstar PC Console Server
Status of Server
button,
4. When you have checked that the Server is running, click
Server window.
P0887496 01 Norstar PC Console 1.1 User Guide
Minimize
, , to minimize the
10
Getting started
Shutting down the Server program
We recommend that you leave the Server program running at all times. In the event you must
shut it down, perform the following steps.
To shutdown the Server program:
1. On the Server PC, click the
Norstar PC Console Server
the
2. Click
3. Click
The
You can also shut down the Server program by right-clicking on the
Windows taskbar and clicking
File
and then clic k
Yes
.
Norstar PC Console Server
Norstar PC Console Server
Exit
. A dialog box appears asking if you want to close the Server.
window closes and the
, no longer appears on the taskbar.
Close
, or clicking the
Starting the Attendant program
Check that the Server program has been started and the
box says “Running” before starting the Attendant program. For information about setting the
attributes of the Attendant main window refer to Initializing and configuring the Attendant
program on page 12.
To start the Attendant program and open the Norstar PC Console Attendant main window:
button on the taskbar to restore
window (if it is not already open).
Norstar PC Console Server
Close
box in the title bar.
Status of Server Program
button,
group
1. On the Attendant PC, click
2. Point to
button, , is added to the taskbar.
3. The
main window appears. The Tip of the Day window appears.
4. Click
5. After a few seconds, the
appear on the Status Bar.
Norstar PC Console 1.1 User Guide P0887496 01
Norstar PC Console
Norstar PC Console 1.1
Close
Note:
on the
The
must both be present on the Status Bar before calls can be
processed.
Tip of the Day
Server icon,
Start
on the Windows taskbar and point to
and click
introduction window appears briefly, then the Attendant
Serve
r icon, , and then the
Attendant
window.
and the
. The Norstar PC Console Attendant
Synchronization
Synchronization
icon, ,
Programs
icon, ,
.
Minimizing and maximizing the Attendant main window
The Attendant main window can be minimized or maximized depending on your needs.
To minimize the Attendant main window:
Getting started
11
1. Click
To maximize or re-open the Attendant main window:
1. Click the
Minimize
taskbar.
, , in the title bar. The Attendant main window minimizes.
Norstar PC Console Attendant
button, , on the
Shutting down the Attendant program
To shutdown the Attendant program:
1. Click
The Attendant main window closes and the
appears on the taskbar.
You can also shut down the Attendant program by right-clicking the
Attendant
title bar.
File
and then click
button on the Windows taskbar and clicking
Exit
.
Norstar PC Console Attendant
Close
, or clicking the
button no longer
Norstar PC Console
Close
box in the
Checking that the Server and Attendant programs are running
If your PC has both the Server and the Attendant programs installed, be sure both are running
and that they are communicating with each other.
To check that the Server and Attendant programs are running:
1. Check that both and appear on
the taskbar. If either does not appear, refer to Starting the Server program
Starting the Attendant program
Note:
2. Check that and appear in the Status Bar of the Attendant main window.
If you encounter difficulty, ref er to the
system administrator.
If your PC has only the Attendant program installed, verify that it
is running by checking that
appears on the taskbar.
on page 10.
Norstar PC Console Installation Guide
on page 9 and
or contact your
P0887496 01 Norstar PC Console 1.1 User Guide
12
Getting started
Initializing and configuring the Attendant program
Each PC that has the Attendant program installed must be set up to handle calls either as a
full-time main attendant, part-time main attendant, backup attendant, overflow attendant or
assistant attendant.
Starting the Attendant program for the first time
Now that the Server program is set up and operational, the Attendant program can be started
and set up.
To start and set up the Attendant program:
1. On the Windows taskbar, click
Console
2. Click
3. The first time the Attendant program is started after installation, the
Options
4. Enter the extension number for the attendant into the
5. If the network has more than one Norstar PC Console Server running, you will need click
the
refers to the Windows TCP/IP host name of the Server PC. For information about how to
determine the Server ID, ref er to Determining the TCP/IP host name of a Server PC in the
Norstar PC Console Installation Guide. If there is only one Norstar PC Console Server
running, leave this field blank and the Attendant program automatically connects to that
Server program.
6. Click OK. The
Attendant
.
Attendant
dialog box appears.
Server ID
. The Attendant program starts.
box and enter the Server ID for the server you want to use. The Server ID
Tip of the Day
main window.
Start
, point to
dialog box appears over the
Programs
Attendant Extension
, and then point to
Enter Attendant
Norstar PC Console
Norstar PC
box.
Norstar PC Console 1.1 User Guide P0887496 01
Getting started
13
Server
Close
icon, , appears in the Status Bar at the bottom of the Attendant main window.
7. Click
8. As soon as the Attendant program begins communicating with the Server program, the
Norstar PC Console Attendant
. The
window main window appears.
The Attendant program obtains setup information from the Server program. As this
happens, the individual Norstar telephone extensions appear in the
on the Attendant main window. When the setup is complete, the
extensions that are connected to the Norstar ICS and the
appears in the Status Bar at the bottom of the Attendant main window.
Synchronization
Directory
Directory
group box
displays all
icon, ,
Types of attendant setups
Each PC that has the Attendant program installed must be set up to handle calls either as a
main attendant, overflow attendant, backup attendant or assistant attendant.
Full-time main attendant setup
The full-time main attendant setup is intended for a telephone operator that has the Attendant
main window always visible on their PC. There can be more than one full-time attendant.
Every Attendant program has to have the Server ID and Attendant extension options set
properly for the Attendant program to function. The Server ID indicates to the Attendant
program where the Norstar PC Console Server program is located. The Attendant extension
setting indicates to the Attendant program which Norstar telephone belongs to the attendant.
P0887496 01 Norstar PC Console 1.1 User Guide
14
Getting started
Once the settings are completed, the Attendant program displays all incoming calls to the
attendant’s telephone which appear on the Attendant main window as a yellow
Ringing Loop
button. If the attendant’s telephone has been programmed to receive all incoming calls for the
company, that is as a main attendant, then the Norstar PC Console Attendant program now
also displays those calls.
In order to receive and make calls properly, the Attendant program requires that an extension
be associated with the program. The extension must be a valid extension on the Norstar
system and should be the telephone located at the attendant’s desk.
To set or change the attendant’s extension number:
1. Click
Tools
then
Options
. The
Options
dialog box appears with the
Options
tab dis-
played.
2. Click the
My Extension
box in the
Attendant
group box.
3. Type the extension number of the attendant’s telephone.
Part-time main attendant setup
The part-time main attendant is an attendant that is available to answer incoming calls and
also performs additional functions on the PC, such as word processing.
The difference between the full-time main attendant setup and the part-time main attendant
setup is that the part-time setup has additional Attendant options selected which allow
notification of incoming calls when the attendant program is minimized. Refer to Full-time main
attendant setup on page 13 and Setting up other attendant features on page 17.
Backup attendant setup
A backup attendant is an attendant position that receives calls that have been re-directed from
another attendant position. The backup attendant can, at the same time, be operating as a
main attendant or assistant attendant, or any combination of the attendant types.
Note
: As with all Attendant program setups, the Server ID and
Attendant extension options have to be set within the
Options
dialog box. Once this is done, the Attendant program
displays all incoming calls that arrive on the attendant’s
Norstar telephone. Refer to Setting up other attendant
features on page 17.
Each Attendant PC that was set up originally to receive incoming calls must be set up to redirect the calls to the backup Attendant PC.
Note
: Calls can be redirected to another Norstar PC Console
attendant or any Norstar extension within the company.
Norstar PC Console 1.1 User Guide P0887496 01
Getting started
When the attendant needs to leave the position, the backup attendant position can be
15
activated by using the
OUT
button, , on the Attendant main window. This button indicates
that the attendant is no longer present at the station and that all calls should be diverted to the
specified position. After clicking , the attendant can complete the calls currently in
progress on the Attendant main window. New calls are displayed at the absent attendant’s PC,
but are also presented to the backup attendant’s PC. Even though the attendant is out, the
Attendant program is still able to process calls, if required.
To set up the backup attendant:
1. On the
calls to
Options
group box.
tab on the
Options
dialog box, click the
Extension
box in the
Redirect
2. Type the backup attendant’s extension number.
3. Select
I am Out
to control call redirection by on the toolbar of the Attendant
main window.
Overflow attendant setup
An overflow attendant receives calls that have been redirected from some other attendant
position as a result of more incoming calls than
Loop
buttons on the other Attendant program.
For example, if a main attendant is already handling six incoming calls, the next call would be
redirected to the overflow attendant until one of the main attendant’s six
Loop
buttons is free.
The overflow attendant may also be operating as a main attendant, an assistant attendant or
any combination of the attendant types.
Note
: As with all Attendant program setups, the Server ID and
Attendant extension options have to be set within the
Options
dialog box. Once this is done, the Attendant program
displays all incoming calls that arrive on the attendant’s
Norstar telephone.
When you set up an Attendant PC as the overflow, each Attendant PC that was originally set
up to receive incoming calls has to be setup to redirect calls to the overflow Attendant PC
whenever overflow conditions exist. At each Attendant PC, the overflow feature needs to be
activated.
Note
: Calls can be redirected to another Norstar PC Console
attendant or any Norstar extension.
When the overflow condition (all
Loop
overflow icon, , in the Attendant Status Bar is turned on and the overflow call is
Loop
buttons in use) occurs on the Attendant position, the
automatically diverted to the specified extension.
P0887496 01 Norstar PC Console 1.1 User Guide
16
Getting started
To define the overflow extension:
1. On the
calls to
2. Type the overflow attendant’s extension number.
3. Select
buttons are busy with calls.
Assistant attendant setup
An assistant attendant provides call coverage for one or more extensions in the system. This
means that an Attendant program can be set up so that it monitors all incoming calls to
specified extensions. Since the assistant typically uses a PC for other work, Norstar PC
Console provides a way to alert the assistant without requiring the main window to always be
visible on the system. By selecting
Call Notification
extension is present.
Assigned
The
an administrative assistant, to answer the employees’ calls.
Options
group box.
Call overflow occurs
Note
: In most cases, calls that have originated from outside the
tab on the
dialog box pops informing the assistant that an outside call for an Assigned
feature is used when an employee would like the assistant attendant, such as
company, are displayed on the assistant attendant’s main
window. All internal calls from an extension to an assigned
extension functions as usual and are not displayed on the
assistant attendant’s main window.
Options
to redirect calls when all of the main attendant’s
dialog box, click the
Assigned extension rings
Extension
in the
Options
box in the
Redirect
Loop
dialog box, a
The Assistant function is enabled by entering extensions into the
Assigned
To add or remove an assistant attendant’s assigned extensions:
1. Click
2. Click the
The extensions that have been assigned can be viewed at any time by clicking on the
Assigned
tab on the
Tools
Assigned
To add an extension, click the extension you want in the
to copy it to the
To remove an extension from the
Assigned extensions
in the
tab in the
Options
in the Main menu then click
tab on the
Assigned extensions
Directory
dialog box.
Options
Assigned extensions
box and click
group box of the Attendant main window.
Options
dialog box.
box.
<<
.
in the
Assigned
Tools
menu.
All extensions
box, click the extension number
box on the
box then cli c k
>>
Norstar PC Console 1.1 User Guide P0887496 01
Setting up other attendant features
Getting started
17
Attendant features for the different setups are configured through the
the
Tools
menu, click
Options
to display this dialog box.
Options
dialog box. On
Options
The
following group boxes.
Pop “Call Notification”
dialog box when
Restore minimized
Attendant screen when
Redirect calls to
Server
Attendant
Transfer Options
Table 1: Functions of the Options dialog box group boxes
tab is displayed when the
Group box Description
Options
sets the
screen.
sets whether or not the Attendant main window is restored
when a call is answered on your extension.
sets the overflow or backup attendant.
displays the name of the server. If there is more than one
server you can manually enter the server name.
displays the attendant’s extension. You must manually enter
this during setup
disables voice mail and link transfer options.
dialog box first opens. It is divided up into the
Call Notification
dialog box to pop onto the
P0887496 01 Norstar PC Console 1.1 User Guide
18
Getting started
Notifying the attendant of incoming calls
There are two ways an attendant can be notified of incoming calls:
• When the attendant is busy working on other activities in Windows, Norstar PC Console is
usually minimized on the Windows taskbar. The attendant can be notified of incoming calls
Call Notification
with a
dialog box. The attendant can answer the call by clicking
Take
on
the dialog box or ignore the call, allowing another attendant to answer it.
• When the main window is visible (not minimized), the
not appear. The attendant is notified of an incoming call by a
Call Notification
Ringing Loop
dialog box does
button.
To activate call notification:
1. In the
Pop “Call Notification” dialog box when
group box, set the options to either one
of the following:
Assigned extension rings
- The attendant is notified of calls to the assigned extensions.
or
My extension rings
-The attendant is notified when their own extension has an incoming
call.
When both check boxes are clear, the attendant is not notified of calls when the main win-
dow is minimized.
Automatic restoring of the Attendant main window when a call comes in
The Attendant main window is normally minimized or under another window in a part-time
attendant environment. The attendant always has the option to restore the screen by clicking
on the
Norstar PC Con sole Atten dant
button in the Windows taskbar. A quicker method is to
set the Attendant main window to restore automatically.
The Attendant program can automatically restore the main window when the attendant’s
extension goes off-hook (“active”). This assures the attendant has access to the Attendant
main window without having to manually restore it.
To set the Attendant main window to restore automatically:
1. In the
Restore minimized Attendant screen when
on Attendant extension
group box, click the
check box.
Call Answered
The main window is restored when the attendant uses the extension to make or answer a
call.
Save the Attendant program options
1. Click OK to save the changes you made on the
Options
dialog box or click
Cancel
if you
made no changes or do not want to save the changes. The Attendant options are operational immediately after saving the changes.
Norstar PC Console 1.1 User Guide P0887496 01
Setting the Attendant Selected option
Getting started
19
In addition to the
Selected
particularly useful when the attendant’s incoming calls are directed to a limited number of
extensions.
To display selected extensions in the
1. Click
2. Click the
Setting Transfer options for voice mail and linking
If your Norstar ICS is not connected to a Centrex switch and/or is not connected to Norstar
V oice Mail, then the
can be disabled.
tab that allows the attendant to view a selected subset of the full directory. This is
Tools
To add an extension, click the extension you want in the
to copy it to the
To remove an extension from the
Selected extensions
the
Full
tab in the
in the Main menu then click
Selected
tab on the
Selected extensions
Link Transfer
Directory
Options
box and click
and/or
group box of the Attendant main window, there is a
Directory
box.
Selected extensions
VM Transfer
group box of the Attendant main window:
Options
dialog box.
<<
.
All extensions
box, click the extension number in
.
buttons on the Attendant main window
box then click
>>
To disable the
1. Click
Options
2. Select the
3. Select the
Once disabled, the buttons appear grayed out on the Attendant main window. The buttons can
be re-enabled by removing the check mark from the appropriate check box.
Transfer Options
Tools
in the Main menu then click
group box is located in the bottom right of the dialog.
Disable VM Transfer
Disable Link Transfer
:
Options
check box to disable the
check box to disable the
in the
Tools
menu. The
VM Transfer
Link Transfer
Transfer
button.
button.
P0887496 01 Norstar PC Console 1.1 User Guide
20
Getting started
Norstar PC Console 1.1 User Guide P0887496 01
Working with the Attendant main window
This section explains how to use the buttons and group boxes on the Norstar PC Console
Attendant main window with the mouse and the keyboard.
Components of the Attendant main window
The Norstar PC Console Attendant main window includes the following:
• title bar
• menu bar
•toolbar
Loop
•
•
• call processing area
•
•Status Bar
buttons
Caller Information
Directory
group box
group box
4
title bar
menu bar
Loop buttons
toolbar
Caller Information group box
Call processing area
Directory group box
Status Bar
Components of the Attendant main window
P0887496 01 Norstar PC Console 1.1 User Guide
Synchronization icon
Server icon
22
Working with the Attendant main window
Title bar
The title bar is located at the top of the Attendant main window. The program icon that appears
on the left side of the title bar when clicked contains: Restore, Move, Size, Minimize, Maximize,
and Close. The telephone icon and the program title, Norstar PC Console Attendant is
displayed. On the right side are the Windows standard
buttons.
Menu bar
The menu bar, located just beneath the title bar, displays the menus available including File,
Edit, View, Tools, Transfer, Caller, Target, Attendant and Help. From these menus you can
access many of the functions available in the Attendant program. The menu bar is always
visible on the Attendant main window.
Toolbar
The toolbar, located just beneath the menu bar, contains several buttons that provide quick
and easy access to selected Norstar PC Console functions.
Minimize, Maximize
and
Close
Loop buttons
Loop
The
are used to answer calls. Each
button and the displayed word indicate the type of call activity occurring. For example, a yellow
Loop
extension. You can choose to hide or display all
activity by selecting and de-selecting
menu on page 25.
buttons are on the left of the Attendant main window labeled F1, F2 and so on, and
Loop
button can handle a single call. The color of a
button with the displayed word
Ringing
Hide Loop Buttons
indicates an incoming call at the attendant’s
Loop
buttons except those that indicate call
on the
View
menu. Refer to V
Loop
Caller Information group box
Caller Information
The
information about the caller that is stored in the Norstar PC Console database.
group box, in the top center of the Attendant main window, displays
Call processing area
You can make and transfer calls by using the
top, far-right of the Attendant main window.
Target
box and Call Processing buttons at the
iew
Norstar PC Console 1.1 User Guide P0887496 01
Directory group box
Directory
The
three parts:
group box, located at the bottom of the Attendant main window, consists of
Working with the Attendant main window
23
Directory
Note
Find
boxes and the
and
list displays four different tabbed views of extension
information such as name, extension, notes and
department. From here you can select a name and
Target
box. The
and
Department
and
Edit
buttons
Status
Show All
number to appear in the
also indicates telephone status icon and person status
icon.
boxes allow you to change the status of the employee and write
information in a note for an extension.
provide a means of searching for extensions and editing
employee information and extension records.
Directory
Status Bar
The Status Bar, located at the bottom of the Attendant main window, toggles between being
displayed and not being displayed.
To display the Status Bar:
1. Click on the
2. Click on the
View
menu.
Status Bar
menu item. A checkmark is displayed.
list
The Status Bar provides the following information:
When the mouse is pointing at a button on the toolbar,
the Status Bar displays a descriptive help message
about the button.
Synchronization
The
Norstar PC Console when the Server and the
Attendant databases are communicating with each
other.
Server
The
program on your PC is connected to the Server.
Loop Overflow
The
more calls waiting to be answered than there are
Loop
buttons available.
NUM Lock
The
Lock
key is on.
The current date and time information is always
displayed in the Status Bar.
icon is displayed after starting
icon is displayed when the Attendant
icon appears when there are
message appears when the
Num
P0887496 01 Norstar PC Console 1.1 User Guide
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