Page 1
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
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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
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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
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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
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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.
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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
Page 9
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
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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
Page 11
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
Page 12
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.
Page 13
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 .
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Understanding Norstar PC Console
Norstar PC Console 1.1 User Guide P0887496 01
Page 15
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
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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, ,
.
Page 17
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
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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.
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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.
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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.
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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.
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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
Page 23
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
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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
Page 25
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.
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20
Getting started
Norstar PC Console 1.1 User Guide P0887496 01
Page 27
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
Page 28
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
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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
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24
Working with the Attendant main window
Using the menu bar
The menu bar displays the drop-down menus available from the Norstar PC Console
Attendant main window. From these drop-down menus you can access many of the features
available on Norstar PC Console.
The menu bar is always visible on the Attendant main window. Help tips appear in the Status
Bar at the bottom of the Attendant main window when the mouse moves over the commands
in the drop-down menu.
File menu
File
The
menu command is:
Exit
Edit menu
Edit
The
Cut
Copy
Paste
closes the Attendant program.
menu commands include:
cuts selected text from an editable box and moves it to the
Clipboard.
copies a selection of text from an editable box and moves it
to the Clipboard.
inserts the Clipboard contents at the insertion point.
Dial Paste
Norstar PC Console 1.1 User Guide P0887496 01
dials the number in the Clipboard. The number can include
special characters such as hyphen, parenthesis, space or
period.
Note
: The Clipboard contents are appended to any
characters already in the
you to type a routing code in the
and then click
Dial Paste
Target
.
box. This allows
Target
box first
Page 31
Working with the Attendant main window
25
Transfer Paste
Caller Information...
Employee Information...
View menu
View
The
menu commands are:
transfers a call to the number in the Clipboard.
opens the
button in the
same function. Refer to The Edit Caller Information dialog
box on page 33 and Maintaining caller information on page
57.
opens the
button in the
function.Refer to The Edit Employee Information dialog box.
on page 37 and Maintaining employee information on page
61.
Edit Caller Information
Caller Information
Edit Employee Information
Directory
group box performs the same
dialog box. The
group box performs the
dialog box. The
Edit
Edit
Toolbar
Status Bar
Hide Loop Buttons
Tools menu
Tools
The
Reports
Attendant Monitor
menu commands are:
shows/hides the toolbar.
shows/hides the Status Ba r.
shows/hides the inactive
Loop
activ e
starts the Reports program.
opens the
diagnostic information sent by the Attendant program and
received back from the Server program. The
Monitor
buttons appear on the Attendant main window.
Attendant Monitor
helps in troubleshooting.
Loop
buttons. When checked, only
dialog box that displays
Attendant
Log to File
P0887496 01 Norstar PC Console 1.1 User Guide
writes Attendant program activity and Server messaging to a
log file. This is used for troubleshooting.
Page 32
26
Working with the Attendant main window
Options…
opens the
The
allows you to assign the Server ID, enter the Attendant
extension, select the conditions for making the Norstar PC
Console Attendant main window appear, and select the
conditions for call redirection.
The
allows you to choose extensions to appear in the
tab contained in the
main window.
The
allows you to choose extensions to appear in the
tab contained in the
main window.
For more information, refer to U
on page 35.
Options
Options
Assigned
Selected
dialog box which has three tabs.
tab:
tab:
Directory
tab:
Directory
group box on the Attendant
group box of the Attendant
sing the Directory group box
Assigned
Selected
Transfer menu
Transfer
The
1st Contact
2nd Contact
3rd Contact
menu commands are:
transfers the active call to the caller’s first contact. This
command is enabled when there is an active call and a
contact is displayed in the first box of the
box.
transfers the active call to the caller’s second contact. This
command is enabled when there is an active call and a
contact is displayed in the second box of the
box.
transfers the active call to the caller’s third contact. This
command is enabled when there is an active call and a
contact is displayed in the third box of the
box.
Contacts
Contacts
Contacts
group
group
group
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Working with the Attendant main window
27
Transfer to Target
Screen Transfer
Transfer to VMail
Caller menu
transfers the active call to the extension in the
Transfer
The
screens a call transfer of an active call to the extension
number in the
hold when the
then connected when you click
Transfer
function. Refer to Parking, holding and screening calls
page 47.
transfers the active call to the voice mailbox of the extension
Target
in the
same function.
button performs the same function.
Target
Screen Transfer
dialog box. The
box. The
box. The caller is automatically put on-
menu option is clicked and
Transfer Now
Screen
VMTransfer
button performs the same
button performs the
Target
in the
box.
Screen
on
Caller
The
Answer Next
Hold
Release
Park
menu commands are:
answers the next call in the queue.
places an active call on hold. The
same function. Refer to Parking, holding and screening calls
on page 47.
disconnects the active call. The
the same function.
places the active call in park so that you can page the
person whose extension is in the
calls parked by all attendant consoles is displayed in the
Parked Calls
Calls
on the
View Parked Calls
more information on viewing parked calls, refer to Parking,
holding and screening call s on page 47. The
button performs the same function.
dialog box when you click on
Caller
menu. The call can be retrieved from the
dialog box by pressing
Hold
Release
Target
button performs the
button performs
box. A list of all
View Parked
Retrieve
Park/Page
. For
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28
Working with the Attendant main window
Join Caller
View Parked Calls...
Target menu
Target
The
Call
connects two callers by joining the active call with the call
that is on hold. Refer to Linking and Joining calls
50.
opens the
parked by all attendants. A call can be retrieved by any
Norstar PC Console attendant or from any telephone in the
Norstar ICS. For more information, refer to Parking, holding
and screening calls on page 47.
menu commands are:
initiates a call from the attendant extension to the number in
the
Target
Parked Calls
box. The
Call
on page
dialog box which displays all calls
button performs the same function.
Voice call
Dial DTMF Tones
Link
places a voice call from the Attendant to the extension in the
Target
employees using Voice Call on page 50.
dials DTMF-tone digits to the external number in the
box. This must be used in conjunction with the
and with outdialing on an active line to access other systems
or carriers (for example, Centrex).
accesses (hookflash) Centrex/CO line features (such as offpremise transfer or conference) or other systems or carriers
while on an incoming call. Clicking on the
on an incoming call places the caller on hold and generates
a Link signal (also called flash or recall) on the active line.
The
to outdial the digits in the
refer to Linking and Joining calls
box. For more information, refer to Contacting
Link
button while
DTMF
button is used in conjunction with the
Target
box. For more information,
on page 50.
Link
Link
Target
button
button
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Attendant menu
Attendant
The
menu commands are:
Working with the Attendant main window
29
In
Out
Help menu
Help
The
Tip of the Day
menu options include:
acts as a toggle switch with the
checked, the attendant is in position to take calls.
acts as a toggle switch with the
checked, the attendant is not in position to take calls. All
calls that ring at the attendant’s telephone are forwarded to
the backup attendant position.
Note
: Redirection of calls to a backup extension must
be set in the
accessed from the
shows/hides the
Console starts.
Options
Tip of the Day
Out
command. When
In
command. When
dialog box which is
Tools
menu.
window when Norstar PC
Norstar PC Console Help
About Attendant
displays Help files.
displays program information, revision number, copyright
information, and system information.
Using the toolbar
The toolbar contains several buttons that provide quick and easy access to some of the
Norstar PC Console functions.
To display the toolbar:
1. Click on the
2. Click on the
main window below the menu bar.
P0887496 01 Norstar PC Console 1.1 User Guide
View
menu.
Toolbar
command. The toolbar is displayed across the top of the Attendant
Page 36
30
Working with the Attendant main window
The toolbar contains the following:.
The IN and
OUT
buttons are used to indicate whether or not
you are able to take calls.
Note
: Redirection of calls to a backup extension must
Options
Tools
dialog box which is
menu.
The
be set in the
accessed from the
Link
button is used to access Centrex/CO line features
(such as off-premise transfer or conference) or other
systems or carriers while on an outside call. For more
information, refer to Linking and Joining calls
DTMF
The
button is used to dial
external number in the
conjunction with the
Link
Target
button and with outdialing on an
DTMF
box. This must be used in
on page 50
-tone digits to the
active l ine to access other systems or carriers su ch as
Centrex. This button is also used to send special characters
(for example, *, #) from the
Target
box to other services
such as Interactive Voice Response (IVR) and Norstar voice
messaging services.
Join
The
button connects two callers by joining the active
call with the call that is on hold at the Norstar PC Console.
Refer to Linking and Joining calls
on page 50.
Clicking t h e
View Parked
button di splays the
Parked
dialog
box which contains a list of parked calls. Calls can be parked
and retrieved from any Norstar telephone connected to your
Norstar ICS. Refer to Parking calls and paging employees
on page 47.
Voice Call
The
button initiates a call from the attendant’s
telephone to the speaker of another telephone without first
causing the telephone to ring. Refer to Parking calls and
paging employees on page 47.
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Working with the Attendant main window
31
A total of six
Loop
buttons, labeled F1 to F6, are located on
the left side of the Attendant main window and are used to
answ er a call. Each
in-progress. The color of a
Loop
button represents a potential call
Loop
button and the displayed
word indicate the type of call activity occurring.
Loop buttons can be hidden or displayed, depending on your
prefer ence . Cl ic k
View
and then
a checkmark is displayed, only active
displayed and unused
Loop Buttons
is not checked, all Loop buttons appear on
Loop
Hide Loop Buttons
Loop
buttons are
. When
buttons are hidden. When
Hide
the Attendant main window whether or not they are active.
Words and colors on Loop buttons
The word
Loop
Ringing
appears on a yellow
button when an incoming call is
currently ringing at the attendant’s
extension.
A green
Active
Loop
button with the word
appears when a call is
answered by the attendant. Only one
Loop
button is active at one time.
A blue
Hold
Loop
button with the words
appears when a call is on hold at
On
the attendant’s extension.
An orange
Callback
Loop
button with the word
appears when a call has
returned to the attendant from the
Target extension.
Loop
A red
Ringing
button with the word
appears when a call is ringing
an Assigned extension.
Grey Loop buttons appears when the
Loop
button is inactive and when
Loop Buttons
View
menu.
is not selected from the
Hide
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32
Working with the Attendant main window
Using the Caller Information group box
Caller Information
The
It contains information about the caller that is automatically filled into the boxes by Norstar PC
Console when a call is answered.
Caller Information
The
group box is located in the top, center of the Attendant main window.
group box includes:
Name, Caller Type
•
Note
and
Contacts
•
your company
The following buttons appear in the
box
group box which displays the three parties the caller most frequently calls in
(Unclassified, Personal, Employee, Vendor, or Customer),
opens the
Maintaining caller information
places the active call on Hold.
disconnects the active call.
places the active call in park and opens the
so that you can page the person whose extension is in the
Target
on page 47.
Caller Information
Edit Caller Information
box. Refer to Parking calls and paging employees
group box:
dialog box. Refer to
on page 57.
Page
Company
dialog box
Norstar PC Console 1.1 User Guide P0887496 01
Page 39
The Edit Caller Information dialog box
Working with the Attendant main window
33
This dialog box is displayed when you click the
Edit
button in the
box. This is where information about callers is changed or added.
Edit Call er In for ma ti on
The
dialog box contains the following boxes. Most are editable unless
otherwise indicated.
Caller Information
group
Name
•
box contains the caller’s name. A first time caller name would be the Caller ID name
provided by the telephone company. You can change this Caller ID name to the actual
caller’s name.
Caller Type
•
box contains the classification of the caller. There are five types to choose
from: Unclassified, Personal, Employee, Vendor and Customer.
Company
•
name is automatically filled in this box. It can be edited here or in the
box contains the name of the company associated with the caller. The
Caller Information
group box.
Phone
•
City, State/Province
•
Caller ID Name
•
box contains the telephone number of the caller.
ZIP/Postal Code
, and
Caller ID Number
and
boxes are related to the caller.
boxes contain information provided through sub-
scription by the public switched telephone network.
Record Number
•
box contains a unique caller record identifier number. This box is not
editable.
Contacts
•
boxes list the caller’s three most frequently called persons in your company.
Caller ID
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34
Working with the Attendant main window
The following buttons appear in the
saves the caller record displayed in the boxes of the
Caller Information
closes the
saving the changes to the record.
opens the
dialog box.
creates a blank caller record which you can fill in.
creates a new name caller record using an existing caller
record. All boxes except the
existing caller information. You can then enter the new
name.
deletes caller record displayed in the
Information
Edit Caller Information
dialog box to the database.
Edit Caller Information
Find
dialog box in the
dialog box from the database.
dialog box:
dialog box without
Edit Caller Information
Name
box are filled in with the
Edit Caller
Edit
Using the call processing area
The call processing area is found at the top right of the Attendant main window and includes:
•the
• a series of buttons including:
Target
Link Transfer
box
Transfer, Page, VMTransfer, Screen, Call, Camp On
.
and
Norstar PC Console 1.1 User Guide P0887496 01
Page 41
Working with the Attendant main window
Target
The
number to be called.
The following buttons appear in the call processing area:
transfers the active call to the extension number in the
Target
screens a call transfer of an active call to the extension
number in the
automatically put on hold. The caller is connected to the
Target
Screen Transfer
box is used to enter the extension or telephone
box.
Target
extension when you click
box. Click
dialog box.
Screen
Transfer Now
and the caller is
35
in the
opens the
makes a call from the attendant’s extension to the number in
the
transfers the active call to the voice mailbox of the extension
in the
places a call on hold at the target extension.
accesses Centrex/CO line features (such as off-premise
transfer or conference) or other systems or carriers while on
an outside call. It is also used to tone dial the digits in the
Target
Using the Directory group box
Directory
The
tabbed directories showing various views of the extensions on your Norstar telephone system.
Directory
The
and employee information.
group box is located at the bottom of the Attendant main window. It contains
group box also contains buttons and boxes f or searching and editing extension
Target
Target
box.
Page
dialog box.
box.
box so the caller can leave a message.
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36
Working with the Attendant main window
Search and edit functions in the Directory group box
The buttons and boxes in the
information that appears in the
Directory
Directory
group box are used to search for and edit employee
list. They are listed below.
indicates the person status of the employee.
When an option is selected from the dropdown list box, a corresponding icon appears in
the first column of the
available options are: None, Not at Desk,
and Out of Office, .
used to enter information about individual
employees.
changes the caller/Caller ID record to an
employee record when an employee calls in
from outside. This prevents an employee name
from appearing in the caller record related to
the Caller ID name/number.
is used to search for names of individual
employees or groups of employees by
department. The top box is used to search for
employee by name and the bottom box is used
to search by department. Enter the first few
letters of a name in the top box then click
All of the names that start with those letters
are displayed in the
by department, choose a department from the
Department
Find
. All of the employees in the selected
department are displayed in the
box drop-down list, then click
Directory
Directory
list. The
Find
list. To search
Directory
list.
.
resets the
names and extensions.
opens the
box. If you have a name/extension highlighted
in the
that name/extension appears in the dialog box.
If you have not selected a name/extension,
then the
box is blank. You can also access the
Employee Information
Edit
Information
Information dialog box. on page 37and
Maintaining employee information
Norstar PC Console 1.1 User Guide P0887496 01
Full
Edit Employee Information
Directory
Edit Employee Information
menu then clicking
Directory
tab
list, information pertaining to
. Refer to The Edit Employee
view to d ispla y all
dialog
dialog
Edit
window by clicking the
Employee
on page 61.
Page 43
The Edit Employee Information dialog box.
Working with the Attendant main window
37
This dialog box appears when you click the
Edit
button in the
Directory
group box. This is
where information about employees can be changed or added. For further information, refer to
Maintaining employee information
Edit Employee Information
The
on page 61.
dialog box contains the following boxes which are editable
unless indicated otherwise:
Name
•
box contains the employee’s name or the extension number if a name has not been
entered.
Type
•
•
•
box contains the classification of the employee record. “Employee” is the default.
Department
Phone
box contains the name of the department associated with the employee.
box contains the telephone number of the employee. The
able.
City
•
•
•
•
box displays the city of the employee.
State/Province
ZIP/Postal Code
Assistant Extension
box displays the state or province of the employee.
box displays the ZIP code or Postal Code of the employee.
box displays the extension of the person who handles calls for the
extension when the employee cannot.
Record Number
•
box displays a unique record identifier number. The
box is not editable.
Voice Mail DN
•
•
DN
box is not editable.
Contacts
box displays the voice mailbox extension of the employee. The
box lists the employee’s three most frequently called persons/extensions in the
Company.
Phone
box is not edit-
Record Number
Voice Mail
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38
Working with the Attendant main window
The following buttons appear in the
Directory list
Directory list tab views
Edit Employee Information
saves the employee information displayed to the database.
closes the window without saving the record.
opens the
Information
information on page 61
creates a new name for the extension and leaves all other
boxes unchanged.
Find
dialog box in the
dialog box. Refer to Maintaining employee
dialog box:
Edit Employee
There are four
Note:
Full
Directory
The
Bar for the information in the
list views that are accessed by clicking on tabs. They are:
Synchronization
displays all extensions that are connected to the Norstar
ICS. This includes wireless Companion telephones, Norstar
V oice Mail extensions and Hunt group extensions. This view
displays the maximum amount of extension and employee
information allowed in the
icon, , must appear on the Status
Directory
Directory
list to be complete.
list.
Norstar PC Console 1.1 User Guide P0887496 01
Page 45
Working with the Attendant main window
39
BLF
Assigned
Selected
also displays all extensions that are connected to the
Norstar ICS. As in
Full
tab view, the
BLF
(Busy Lamp Field)
tab view includes wireless Companion telephones, Norstar
V oice Mail extensions and Hunt group extensions. This view,
however, only displays the person status icon, telephone
status icon and employee name. This allows more
extensions to be displayed at once.
displays specific extensions for which an assistant attendant
is responsible. Like the
Full
tab view , the
Assigned
tab view
displays the maximum amount of extension and employee
information allowed in the
assigned or removed from the
Options
dialog box. Refer to Assistant attendant setup
Directory
Assigned
list. Extensions are
tab view in the
on
page 16.
displays a subset of the
tab view, the
Selected
Full
tab extensions. Like the
tab view displays the maximum
Full
amount of extension and employee information allowed in
Directory
the
list. Selected extensions are particularly
useful when the attendant directs incoming calls to a limited
number of extensions and wants to display only those
extensions. Extensions are added or removed from the
Selected
tab in the
Options
dialog box.
Directory list employee and extension information
Each one of the
Directory
list tab views contains the following types of employee and
extension information.
Note
: The first two columns are not labeled and contain icons only,
no text.
person status icon
This is the left most column in the
does not have a column heading. It may contain an icon or
be blank. The person status icon provides an indication of
the physical location of the employee. Refer to Search and
edit functions in the Directory group box on page 36.
telephone status icon
This is the second column from the left in the
views and does not have a column heading. The telephone
icons show the current status of the telephones connected
to your Norstar ICS. They also show additional information
such as whether the ex tension is ready to receive calls or
has been placed on Do Not Disturb (DND). The telephone
icons are:
Directory
list views and
Directory
list
P0887496 01 Norstar PC Console 1.1 User Guide
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40
Working with the Attendant main window
On-hook
Off-hook
Note
The remainder of the columns in the
Name
is the first labeled column on the left and contains the names
of employees.
Ext
Notes
contains telephone extensions.
displays additional information about the employee that the
attendant has entered. The
the
Available
for calls
Do Not
Disturb
Call
Forwarded
: A Hunt Group is a group of telephones that can be all
called by a single number. Hunt Groups are
configured in your Norstar ICS. The telephone status
icon for a Hunt Group extension is blue and always
indicates on-hook.
Directory
Notes
list are labeled as follows:
Notes
can only be edited from
box found at the top of the
Directory
group box.
Department
displays the name of the department to which the
corresponding employee belongs. The department is
entered by clicking on the
Employee Information
Edit
button and using the
dialog box. Refer to Maintaining
employee information on page 61.
Sorting information in the Directory list tabs
Extension and employee information contained in the
different ways. In the
Full, Assigned
Selected
and
Directory
list tabs can be sorted in
views, the information is contained in
columns with headings.
To sort alphabetically by
1. In the
Directo ry
list box, click either on the
Name, Notes
Department
or
:
Name, Notes
Department
or
The information is sorted alphabetically using the column you selected.
To sort numerically by extension:
1. In the
Directory
list box, click on the
Ext
column heading. The information is sorted
numerically by extension.
Edit
column heading.
Norstar PC Console 1.1 User Guide P0887496 01
Page 47
Handling calls
With Norstar PC Console, you can manage calls using either your PC’s mouse or the
keyboard. When a call comes in, you can respond to the caller either by using the telephone or
a headset.
Note
The basic steps in processing an incoming call with Norstar PC Console include:
5
: It is recommended that you use a headset so that your hands
are free to enter information on your PC.
answering a call. Refer to A
• finding the called person’s extension and placing it in the
called person’s extension and placing it in the Target box on page 43.
• transferring a call. Refer to Transferring a call
Other telephone functions include:
• parking the incoming call and paging the employee. Refer to Parking, holding and screen-
ing calls on page 47.
• linking and joining calls. Refer to Linking and Joini ng ca ll s
• handling a callback call. Refer to Handling a callback call
• making a call from the attendant’s extension. Refer to Making a call from the attendant’s
extension on page 53.
• managing calls at the employee’s telephone. Refer to Managing calls at the employee’s
telephone on page 54.
The following steps explain how you handle calls as an attendant using the Attendant main
window. For further information about and a diagram of the Attendant main window, refer to
Components of t
he Attendant main window on page 21.
nswering calls as an attendant on page 41.
Target
on page 45.
on page 51.
box. Refer to F
on page 50.
inding the
Answering calls as an attendant
The Attendant main window has six
Loop
Each
based on the activity occurring. You can show or hide inactive
Loop Buttons
Loop Overflow
A
Loop
P0887496 01 Norstar PC Console 1.1 User Guide
button can handle a single call in-progress. The color of the
on the
button.
View
menu. If hidden, the
icon, , on the Status Bar shows that calls are incoming beyond the sixth
Loop
buttons that are used to answer calls.
Loop
Loop
buttons only appear when a call occurs.
Loop
button changes
buttons by clicking
Hide
Page 48
42
Handling calls
A new incoming call is indicated by a yellow
Loop
Information about the call appears around the
button that displays the word
Loop
button to assist you in personalized call
Ringing
processing:
• A function key name, located above the
function key on the PC keyboard that relates to the ringing
• A timer, found above the
Loop
button, indicates in minutes and seconds how long the call
Loop
button, (F1 in the example) designates the
Loop
button.
has been active.
• A company name, displayed on the top line of the information to the right of the
Loop
ton, shows the identity of the company that is calling. The company name is either from
the caller database or, if the caller is new, from the Caller ID name provided by the telephone company . If you do not subscribe to Caller ID service, then this line of display will be
blank. A company name can be entered or edited using the
Caller Information
group box.
• The Caller ID name, displayed on the second line of the information to the right of the
Loop
button, shows the Caller ID number provided by the telephone company. If you do
not subscribe to Caller ID service, then this line of display will be blank.
• The bottom line of information to the right of the
Loop
button displays the name of the
Norstar ICS line that carried the call.
.
but-
Note
: Norstar ICS line names are programmed in your Norstar ICS
by your telephone administrator.
Note
: If your Norstar ICS is shared by two or more companies, the
telephone administrator can associate the names of each
company with their particular hardware lines. This means that
you can tell which company is being called, even before
answering the call.
To answer an incoming call:
1. A
Loop
button turns yellow and the label changes to
Ringing
. You can respond to a call
one of four ways:
• Click the yellow
Ringing Loop
button.
• Press the function key on the PC keyboard (for example, F1) shown above the
button.
• Press the
Esc
key.
• Press the associated intercom or line key on your telephone.
The
Loop
button becomes green and displays the word
Active
.
Loop
Norstar PC Console 1.1 User Guide P0887496 01
Page 49
Handling calls
2. Answer the call with your company greeting and determine from the caller to whom they
wish to speak. If you are answering a call from this number and/or company for the first
time, you can enter caller information. For further information, refer to The Edit Caller
Information dialog box on page 33. If you are not, refer to Finding the called person’s
extension and placing it in the Target box on page 43.
To release or hang up a call:
43
1. Click . This disconnects the active call and the
Finding the called person’s extension and placing it in the Target box
Once a call is answered, the next step is to find and click on the called extension, placing it in
Target
the
There are four ways to locate the correct extension when you are ready to process a call,
including:
• Using the Contacts group box
• Using the Directory tab views on page 44
• Using the Directory Find box on page 44
• Using the Department box on page 45
Using the Contacts group box
The
frequently called parties that the caller requests. These caller contacts are listed from most
frequently to least frequently called.
box.
Contacts
on page 43
group box is pre-loaded with extension numbers and names of the three most
Loop
button becomes idle.
To the left of each
right of each
To transfer a caller to one of the three most frequently called parties:
1. Double-click the telephone status icon.
The call is forwarded to that extension.
P0887496 01 Norstar PC Console 1.1 User Guide
Contact
Contact
box is the current person status icon for that contact, and to the
box is that person’s telephone status icon.
Page 50
44
Handling calls
Using the Directory tab views
.
Directory
group box contains various views of extensions.
Selected
or
tab.
Target
box.
The tab view area in the
To search by Extension or Name:
1. Click the
2. Click the extension, the name or the department of the employee being called in the list.
The name and/or extension number now appears in the
3. Click
Full, BLF, Assigned
Transfer
Using the Directory Find box
Use the
To search by Name and place the target extension in the
1. Position the cursor in the
2. Type the first letter or letters of the person’s last name or first name, depending on how the
3. Click
4. In the
5. To restore all names in the
After the search result is shown in the
views remain unchanged.
Directory Find
employee names were entered. For example, if they were entered “Jane Doe”, type “j”. If
they were entered “Doe, Jane”, type “d”.
Find
. All matching names are displayed in a list under the
Directory
appears in the
box to search by name.
Target
Find
box.
list box, click the name of the employee being called. The name now
Target
box.
Full
tab view, click
Full
tab view, the
Show All
BLF, Selected
box:
Full
tab.
.
Assigned
and
tab
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Page 51
Using the Department box
Handling calls
45
You can search for a name by department on the
To search by department:
1. Click the down arrow of the
with extensions appears in the drop down list.
Note
: Department names for each extension are created in the
Employee Information
2. Click a department name from the drop-down list and the department name appears in the
Department
3. Click
Directory
4. In the
in the
Find
box.
. All extensions matching the department are displayed in a list under the
tab view.
Directory
Target
list box, click the name of the employee being called. The name appears
box.
Department
dialog box.
Full
tab using the
box. A list of departments that are associated
Department
Edit
box.
Full
5. After the search result is shown in the
views remain unchanged. To restore all names in the
button.
Transferring a call
An active call can be transferred to an extension using the
Directory
the
To transfer using the
1. Double-click the telephone status icon to the right of the
transferred to the displayed extension.
group box. A call can also be transferred to voice mail.
Contacts
box:
Full
tab view , the
BLF, Selected
Full
tab view, click the
Contacts
Contacts
box, the
Assigned
and
Show All
Target
box.The call is then
box or
tab
P0887496 01 Norstar PC Console 1.1 User Guide
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46
Handling calls
To transfer using the
Target
box:
1. Make sure the extension in the
icon to the right of the
positioning the cursor in the
Target
box or click
Target
the displayed extension.
To transfer using the
Directory
group box list:
Target
box is correct. Double-click the telephone status
Transfer
box and pressing
. You can also use the keyboard by
Enter
. The call is then transferred to
1. Scroll through the
Directory
list. Double-click the telephone status icon or the name of the
person to whom you are transferring the call. The call is transferred.
To transfer a call to the voice mailbox of the extension in the
1. Place the extension number of the employee in the
2. Click . When the caller is transferred the
Note
:The
VMTransfer
button can be made inactive when a non-
Target
Target
Loop
box:
box.
button becomes idle.
Norstar voice messaging system is attached to the Norstar
ICS.
To transfer a call to an outside number:
1. With an active incoming call on Norstar PC Console, position the cursor in the
2. Type an outside telephone number.
3. Click . The
Loop
button label shows
Active
, and the number in the
box is tone dialed.
4. Click
Release
and the incoming call is transferred to the outside telephone number.
Target
Target
box.
The Attendant is disconnected from the call and the
Norstar PC Console 1.1 User Guide P0887496 01
Loop
button becomes idle.
Page 53
Parking, holding and screening calls
Norstar PC Console provides you with the capability to screen calls for the called person, to
place the calls on hold and to park calls so that the called person can be paged. You can also
talk to the employee in intercom mode using Voice Call.
Parking calls and paging employees
The Park/Page feature allows you to place a call on Hold and page the employee. You can also
use this method to page an employee when there is no active call
To park a call and page an employee:
Handling calls
47
1. Place the extension number of the called person in the
and you just want to page an employee, type or place the extension of the person being
paged in the
2. Click . The
calls and all page zones so that the called person can be paged.
.
Target
box.
Page
dialog box opens. The
Target
Page
box. If ther e is no activ e c all
dialog box shows all parked
3. Click on a call in the
zones
box.
4. Click
5. Speak into the headset or handset (depending on your setup). When finished, click OK.
P0887496 01 Norstar PC Console 1.1 User Guide
Page
. The
the speakers on the telephones in the selected zone.
Parked calls
Console Message
box and then click on the appropriate zone in the
box appears and a low-level audible tone is emitted by
Page
Page 54
48
Handling calls
To retrieve a parked call:
1. On the
2. Select the parked call in the
3. Click
OR
1. On the toolbar, click .
Caller
Retrieve
menu, click
.
View Parked Calls.
Parked Calls
dialog box.
2. Select the parked call in the
3. Click
To view all parked calls that are still in park:
1. On the
2. Click
Retrieve
Caller
lists all parked calls with the following information:
• the park number of the call
• the caller’s name (from the
• the name or extension of the called employee
Close
.
menu, click
Parked Calls
. The
Parked Calls
View Parked Calls
Name
dialog box closes.
Placing and retrieving calls on hold
Calls can be easily placed on
To put an incoming call on hold:
1. Click the
Ringing Loop
Hold
and retrieved quickly.
button.
dialog box.
. A
box of the
Parked Calls
Caller Information
dialog box appears and
group box)
2. Click or click another Ringing
previous call on hold.
Norstar PC Console 1.1 User Guide P0887496 01
Loop
button. This automatically puts the
Page 55
Handling calls
49
3. When the active call is placed on hold, the
Loop
button color changes to blue.
To place a call on Hold at an active extension:
1. With an active call on the
click . When the active call is camped on the
hold at the Target extension), the
2. The camped call sends a message with tones to the employee either on or off the
telephone, indicating a call is camped on their extension.
To retrieve a call on Hold:
1. Click the blue
the information related to this call.
2. Respond to the call accordingly.
Loop
Loop
button and the employee’s extension in the
button labeled
Loop
On Hold
Loop
button label changes to
Target
button becomes idle.
Caller Information
. The
box extension (placed on
Hold
and the
Target
boxes show all of
Screening calls
You can screen calls by talking with the employee first and asking whether they want to talk to
the caller.
box,
To screen/transfer a call:
1. Click . The active call goes on hold. The
The extension rings and a
2. Ask the person being called if they can take the call. If the answer is yes, click
and the call is transferred. If the answer is no, perform the following steps.
3. Click
4. Click the
5. Process the call accordingly.
Cancel
Loop
.
button on which the call is being held to reconnect with the caller.
Screened Transfer
Loop
button changes color to blue.
dialog box appears.
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50
Handling calls
Contacting employees using Voice Call
This feature can be used as an intercom to talk directly through the speaker of the employee’s
telephone.
To use the
1. Position the cursor in the
2. On the toolbar, click .
3. You may now speak to the employee through the speaker in their telephone.
Voice Call
button:
Linking and Joining calls
Using Norstar PC Console, you can link calls to create conference calls or have callers join
existing calls to also create conference calls.
To use the
1. Click on the toolbar. The active incoming call is placed on hold.
2. Position the cursor in the
DTMF
Note:
button with an active incoming call on a
DTMF
The
Centrex lines.
button is used when transferring or linking calls on
Target
Target
box and type or enter the extension of the employee.
Loop
button:
box and type an outside telephone number.
3. Click on the toolbar. The number in the
the same CO line on which the active incoming call arrived.
4. Click
To
1. Click on the toolbar.
2. Drag the “Join” cursor to the
3. Click the
To create a conference call to an outside number:
1. With an active incoming call on Norstar PC Console, position the cursor in the
2. Type an outside telephone number.
Release
the telephone company’s Centre x capability). The Attendant is disconnected from the call
and the
Join
a call on hold on a
released from the active call and both
and the incoming call is transferred to the outside telephone number (using
Loop
button becomes idle.
Loop
button with an active call on another
Loop
button on which the call is being held.
Loop
button holding the call. The two callers are now connected, the Attendant is
Target
Loop
buttons become idle.
box is dialed out with DTMF tones on
Loop
button:
Target
box.
Norstar PC Console 1.1 User Guide P0887496 01
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Handling calls
51
3. Click . The
box is tone dialed.
4. Click the
call and the Attendant.
When the conference call is finished, click
Link
button to set up a conference call between the incoming call, the outgoing
Note
: T o disa ble t he
box on the
Option
button.
Loop
button label shows
Link Transfer
Tools
menu and select the
Release
button, open the
Active
to disconnect from the call.
Options
Disable Link Transfer
Handling a callback call
There are two types of calls that return to Norstar PC Console:
• a call that was not answer ed at the extension to which it was transferred
• a call that the called person returned to you for attendant handling
Responding to a callback that an extension did not answer
A callback may be a call that was sent to an extension, not answered and returned to you.
, and the number in the
dialog
Target
The callback is indicated by .
Loop
The
the call has returned and other call related information. This allows you to personalize the
handling of the call.
To respond to a Callback call:
1. Click .
The
process the call accordingly, such as transfer to Norstar voice messaging, park the call, page
the called person, and so on.
button displays attendant messaging including the name and extension from which
Caller Information
group box shows the information originally displayed so that you can
P0887496 01 Norstar PC Console 1.1 User Guide
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52
Handling calls
Responding to a callback that a called party returned
A call that the called person elects not to take can be handled by you according to instructions
that you or your company have established. This type of call is similar to a Callback to the
attendant. The called person, can use the buttons below the display area of the telephone,
communicate to you, the attendant, how the call should be handled with one of the following
pre-set messages:
Hold
•
•
Assist
. You ask the caller to hold for a moment.
. You send the caller to the called party’s assistant.
IntAct
•
they wish to interrupt the call.
The display button pressed by the employee sends a pre-set message to you. Either Hold,
Assistant or Interact is displayed below the orange Callback
To respond to a Callback call that a called party returned:
1. Click . The
displayed.
2. Advise the caller according to the pre-set message that appears.
To process a hold call:
1. Advise the caller that the employee would like them to hold.
2. Enter the employee’s extension in the
3. Click . The call is now camped onto the called employee’s extension.
. You inform the caller that the person they called is currently on the line and ask if
Loop
button.
Caller Information
group box shows the information originally
Target
box.
To process an assistant call:
1. Advise the caller that the employee is temporarily unable to take calls and has requested
that calls be routed to the Assistant extension.
2. Enter the assistant’s extension number in the
Assistant Extension
3. Transfer the call to the assistant’s extension number.
To process an interact call:
1. Advise the caller that the employee is on another call but can be interrupted.
2. If the caller agrees, enter the employee’s extension in the
3. Transfer the call back to the extension.
Norstar PC Console 1.1 User Guide P0887496 01
box on the
Edit Employee Information
Target
box. The number is located in the
dialog box.
Target
box.
Page 59
Making a call from the attendant’s extension
As the attendant, you can call any extension within the company as well as any outside
number. The telephone number you type in the
such as a hyphen, a parenthesis, a blank space or a comma (special characters are ignored).
However, to reach special services such as Interactive Voice Response systems (IVR) you
may type special characters (*, #, P, and W) in the
dialed using on the toolbar.
To place a call to an extension/outside number:
Target
Target
box does not require special characters
Handling calls
box and these characters can be
53
1. When there is no active call, place an extension or outside number in the
Press Enter
2.
To transfer a call to an extension:
1. Place an extension in the
2. Press
Selecting an entry in the
into the
appears to the left of the
status icon.
To make a call to an inside extension:
1. Make sure that the number you want to call is displayed in the
2. Click or press
Target
the extension in directly or select it from the
Using the
on the keyboard. A call is made to the extension/outside number.
Target
Enter
on the keyboard. The call is transferred to the extension.
Directory
box. When the Target is an extension, the
Target
Directory Find box on page 44.
box when there is an active call.
or in the
box, and to the right of the Target is that person’s telephone
Enter
Contacts
to make the call.
box also enters the extension number
Directory
Person Status
Target
list. For further information, refer to
icon for that person
box. You can type
Target
box.
To make a call to an outside number:
1. Place the cursor in the
using your Norstar telephone.
2. Click or press
P0887496 01 Norstar PC Console 1.1 User Guide
Target
box and type the same digits you would dial if you were
Enter.
Page 60
54
Handling calls
Managing calls at the employee’s telephone
Norstar PC Console has features which allow the employees to also manage their calls from
their telephones.
Once a call has been routed to an extension, a low-level audible tone alerts the called person
they have an incoming call, even if they are on their telephone. The name of the caller appears
in the display area of the called party’s telephone for a few seconds.
The called person has six options for managing the call using the three display buttons below
the display area of the Norstar telephone. These include:
• talking to the caller
• placing the call on hold
• sending the call to Norstar voice messaging
• joining the call with the current call
• sending the call back to the attendant to ask the caller if they wish to interrupt the current
call
• sending the call back to the attendant to be routed to an assistant attendant
Note:
To talk to the caller:
1. Press the
telephone.
If the telephone is in use, pressing the
hold and the new caller is connected.
To send the caller to the attendant who asks the caller to hold:
1. Press the
attendant. The attendant asks the caller to hold for the called person and camps the call
onto the called person’s extension.
2. The called person sees the call camped onto their telephone and handles the call.
To send the caller to Norstar voice messaging:
1. Press the
Press the
options that appear.
Ta l k
display button to automatically connect with the call or pick up the
Hold
VM
display button on the telephone.
Next
display button to see more than the first two
Ta l k
display button automatically puts the first call on
display button on the telephone. This delivers a pre-set message to the
The call is automatically transferred to the called person’s voice mailbox.
To join the caller with another call:
Join
1. Press the
Norstar PC Console 1.1 User Guide P0887496 01
display button to conference the caller in with your current call.
Page 61
Handling calls
By looking at the caller’s name or Caller ID name in the display area of the Norstar telephone,
the called person decides to join the caller with the current call.
To send the call to the attendant who asks the caller if they want to interrupt:
55
1. Press the
asks the caller if they want to interrupt the employee.
2. If yes, the attendant transfers the call back to the employee.
3. The calling party name appears in the Norstar telephone display area of the called
person’s telephone for approximately 20 seconds. To pick up the call that the attendant
transfers back, press the
To send the caller to an Assistant extension:
1. Press the
attendant tells the caller that the called person is temporarily unable to take calls and has
requested that they be routed to an Assistant extension.
2. The attendant refers to the
dialog box and enters the Assistant extension number in the
3. The attendant transfers the call to the Assistant extension.
IntAct
Assist
display button. This delivers a pre-set message to the attendant who
Ta l k
display button.
display button. This delivers a pre-set message to the attendant. The
Assistant extension
box in the
Edit Employee Information
Target
box.
P0887496 01 Norstar PC Console 1.1 User Guide
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56
Handling calls
Norstar PC Console 1.1 User Guide P0887496 01
Page 63
Maintaining caller and employee information
Norstar PC Console manages both caller and employee information.
Maintaining caller information
When your company is called, information about the caller available from the Norstar PC
Console database appears in the
window. Whether or not you enter information for an incoming call depends on whether the
caller is calling for the first time or has called previously and has information already entered in
the database.
Creating a new caller record
New caller records are created in the following ways:
• automatically, during an active call, the first time Caller ID information is received by the
Attendant program. You can customize the new caller record during the active call or later.
Caller Information
group box of the Attendant main
6
Note
: The caller record is not saved if you click
processing the call.
• when you create a new caller record from an existing one
• when you create a new blank caller record
When a call comes in, Norstar PC Console checks the Caller ID provided by the telephone
company to see if the number has previously called. If there is a record that the number has
called before, information available from the caller database is displayed in the
Information
the names of callers on record that are associated with the incoming Caller ID. There may be
several callers from the same telephone number calling if they are employees at the same
company. For more information, refer to The Edit Caller Information dialog box
When you select the name of the caller from the list, the
populated with information about the caller.
To create a new caller record from an active call:
1. Click on the
may not appear in the
2. Click
appears.
group box on the Attendant main window. The
Edit
Ringing Loop
in the
Caller Information
button to answer the incoming call. Some information may or
Caller Information
group box on the Attendant main window.
group box. The
Release
Caller Information
Edit Caller Information
without
Name
box drop down list displays
on page 33.
group box is
Caller
dialog box
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Maintaining caller and employee information
3. Click . This clears all boxes in the
Edit Caller Information
dialog box and
allows you to create a new caller record.
4. In the
Name
box, type the caller’s name in the format last name first, space, then first
name.
5. In the
Caller Type
box, click the down arrow then click a Caller Type, either Unclassified,
Personal, Employee, Vendor or Customer.
6. In the
7. Click
Company
Save
box, type the caller’s company’s name.
and the information can be recalled at a later date. If you click
Close
saving, you are prompted with the message, “Do you want to save the current record?”.
Yes
Click
to save the record.
8. After you enter caller information, process the call by:
• transferring the call to the called party. Refer to Transferring a call
• placing the call on hold. Refer to Parking, holding and screening calls
• transferring the call to Norstar voice messaging. Refer to Transferring a call
on page 45.
on page 47.
on page
45.
• parking the call and paging the called party . Ref er to P arking calls and paging employ-
ees on page 47.
without
To create a new name caller record from an existing caller record:
1. Click
Edit
in the
Caller Information
2. Click . This clears only the
Caller Information
dialog box appears.
group box on the Attendant main window. The
Name
box in the
Edit Caller Information
Edit
dialog
box and leaves all other boxes unchanged.
3. Place the cursor in the
4. Click
Norstar PC Console 1.1 User Guide P0887496 01
Save
when done to save the record.
Name
box and type the new caller’s name.
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Maintaining caller and employee information
To create a new caller record when there are no active calls:
59
1. Click
Edit
in the
Caller Information
group box. The
Edit Caller Information
dialog box
appears.
2. Press
New Caller
. A new blank caller record is created with a new Record Number
assigned.
3. Fill in the boxes with the desired information.
4. Press
Save
to save the new caller record.
To create a new caller record associated with an existing Caller ID when there are no active
calls:
1. Click
Edit
in the
Caller Information
group box. The
Edit Caller Information
dialog box
appears.
2. Click
Find
, and type the name of another caller from the same company and click OK.
3. Click
New Name
and the
Name
box becomes blank (all other boxes remain unaltered).
4. Type the new caller’s name.
5. Click
6. Click
Save
. The record is now saved in the database.
Close
.
To save caller information:
1. Click . The changes made to the boxes in the
log box are saved to the database. After clicking
Save
Edit Caller Information
, the
box remains open.
To close the
1. Click . The
Edit Caller Information
Note
: If you click
Information
dialog box:
Edit Caller Information
Close
without first clicking
dialog box closes.
Save
, the
dialog box closes without saving any changes.
Edit Caller Information
Edit Caller
dia-
dialog
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Maintaining caller and employee information
Finding and editing caller information
Caller information can be edited at any time and the changes can be saved.
To find caller information:
1. Click
2. Click . The
3. In the
Edit
in the
Caller Information
Find
The
box opens, the cursor is in the
dialog box is used to find a caller’s name in the database. When the
Name
Note
: If the caller’s first name is used instead of their last name,
Caller Information
dialog box appears.
box, type the first letter or letters of the caller’s last name.
type the first letter or letters of the caller’s first name.
group box on the Attendant main window. The
Find
dialog box appears.
Name
box.
Find
Edit
dialog
4. Click OK or press
5. All matching names are displayed in the
box. If there is more than one name, a drop down list appears below the
6. Click on the caller name you want to edit. The information associated with that caller fills in
Edit Caller Information
the
To edit a caller’s record:
1. Make sure the caller name you want to edit is displayed in the
dialog box. Position the cursor in the box you want to edit and make the change. Repeat if
needed.
2. Click
3. Click
Save
to save the changes to the database.
Close
Enter
to close the
Find
. The
Edit Caller Information
dialog box closes.
Name
dialog box.
box of the
dialog box.
Edit Caller Information
Name
box.
Edit Caller Information
dialog
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Maintaining caller and employee information
61
Note
: If you answer a call and then open the
Information
Name
the
To delete an existing caller record:
1. Click
2. Make sure the caller name you want to delete is displayed.
3. Click . The record displayed in the
Edit
in the
Caller Information
deleted from the database.
Caller Information
dialog box without first selecting a name from
box list, you must click
group box on the Attendant main window. The
dialog box appears.
Maintaining employee information
When Norstar PC Console is installed, employee information is extracted by the Server. This
information is automatically displayed in the
Attendant main window.
Directory
The
BLF (Busy Lamp Field), Assigned
and edit functions in the Directory group box on page 36.
list box has four different tabs that display lists of employees. They are
Selected
and
Edit Caller
Edit
twice.
Edit Caller Information
Directory
list box in the bottom center of the
. For further information, refer to Search
Edit
dialog box is
Full
,
Working with the Directory list
Information in the
sorting is based on the contents of only one column at a time. When there are different forms
of information in the same columns, priority is given in the following order: no information
entered (blank), numeric then alphabetic. For example, when you sort a
contains both names and extension numbers, the extension numbers appear before the
names.
You can sort Directory information by column in any of the tabbed views by clicking any
column heading. For example, to sort the directory by extension, click on the
heading. The listing appears with the extensions in numerical order.
Directory
list appears in ascending order (for example, 1 to 9 or A to Z), and
Name
column that
Ext
column
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Maintaining caller and employee information
To sort a column of information in the Directory:
1. Click the tab for the view you want to sort, either
BLF
in the
2. Using the mouse, position the cursor and click the column heading you want to sort, either
Name, Ext, Notes
tab view appears in the same order you selected for
Department
or
.
Full, Selected
Assigned
or
Full
view.
. Information
Finding an employee record
You can search for an employee by name, by department or by an individual within a
department.
You can search by an employee’s name two different ways:
Edit
Edit
and then
Find
in the
in the
Directory
dialog box appears. For more information, refer to The Edit Employee Infor-
• by clicking
• by clicking
To search by name clicking
1. Click
Information
mation dialog box. on page 37.
Find
on the
Directory
Edit
in the
group box on the Attendant main window. The
Edit Employee Information
group box on the Attendant main window
Edit Employee Information
dialog box
dialog box:
Edit Employee
2. Click . The
employee’ s name in the database. When the
Name
box.
Norstar PC Console 1.1 User Guide P0887496 01
Find
dialog box appears.The
Find
Find
dialog box is used to find an
dialog box opens, the cursor is in the
Page 69
Maintaining caller and employee information
63
3. In the
Name
box, type the first letter or letters of the employee’s last name.
Note
: If the employee’s first name is used instead of their last name,
type the first letter or letters of the employee’s first name.
4. Click OK or press
Name
the
box of the
Enter
Edit Employee Information
name, a drop down list appears below the
To search by name on any
1. Position the cursor in the
Find
. The
Directory
Find
box on the Attendant main window.
dialog box closes. All matching names are displayed in
dialog box. If there is more than one
Name
box.
group box on the Attendant main window:
2. Type the first letter(s) of the person’s surname or given name according to how names are
listed in the
Name
column under
Directory
.
3. Click . All names matching the letter(s) you entered are displayed in a list under
Full
the
P0887496 01 Norstar PC Console 1.1 User Guide
Directory
tab
view.
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Maintaining caller and employee information
To search by department:
Note:
1. Click the down arrow of the
ments that are associated with extensions appear in the drop down list. The name of the
department for each extension is created in the
2. Click the department name from the drop down list and the department name appears in
Department
the
3. Click . All extensions matching the department are displayed in a list under the
Full
tab
To search for an individual within a department:
1. Select the department in the
2. Type the name in the
A department search takes priority over a name search.
Directory
box.
view.
Find
Department
Department
box.
box in the
box.
Directory
Edit Employee Information
group box. A list of depart-
dialog box.
3. Click . All extensions matching the name within the department are shown in a
Full
Full
tab view:
Directory
list under the
Resetting the Full tab view
Full
The
To reset the
1. Click in the
Regardless of the
and department information. Use this button to restore the
search.
tab view can be reset to the default display.
tab
Directory
Directory
view, the
view.
group area.
Full
tab view appears with all extension, names, notes
Directory
view after you perform a
Editing employee information
Employee information can be easily edited by adding or changing an extension, changing the
person status of an extension or by creating a new name for an extension.
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To add or change an extension:
Maintaining caller and employee information
65
1. In any
Directory
Directory
tab view (
list about which you wish to change or add information.
2. Click in the
Full, BLF, Selected
Directory
group box. The
Assigned
or
), click the extension in the
Edit Employee Information
opens. It allows you to create or edit information in the employee database.
3. Position the cursor in any editable box and type in the new information.
4. Click
5. Click
Save
to save the changes to the database and to automatically apply the changes to
the employee’s extension in the
Close
to close the
Edit Employee Information
Directory
.
window.
To change the Person status of an extension:
1. In any of the
2. Click the drop down arrow of the
Directory
views (Full, BLF, Assigned or Selected), click the extension.
Status
box (found in the
Directory
group box).
dialog box
3. Click the status from the drop down list, either None, Not at desk or Out of office. The
status you chose now appears as an icon in the
Directory
view to the far left of the
extension Name.
There is no icon for None. Instead, a blank space appears next to the person’s telephone
status if this is selected. or appear when
Out of office
Not at desk
or
(respectively) are selected from the list.
Note
: Do not type in the
Status
box.
Creating a new name for an extension
You can change the name of an employee assigned to an extension.
To create a new name for an extension:
1. In the
Directory
group box, click
Edit. T
Edit Employee Information
he
dialog box
appears.
2. Click . The cursor is positioned in the
for editing. All other boxes in the
Edit Employee Information
Name
box and the
dialog box are unchanged.
Name
box is ready
3. Type in the new employee’s name.
4. Click
P0887496 01 Norstar PC Console 1.1 User Guide
Save
when done.
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66
Maintaining caller and employee information
Using the Make Caller button
This function is used when an employee calls from a customer’s office.
To assign the name of an employee to a caller record:
1. Select the employee's extension in the
ber in the
Target
box)
Directory
(or enter the employee’s extension num-
2. Click .
The name of the employee is now assigned to the caller record and is not saved as a customer
record.
Adding notes to employee records
You can select from a list of notes or type a personal note for an extension to appear in the
Notes
column under
Note
: You cannot change an extension’s note unless the Attendant
Directory
in the Attendant main window.
and Server databases are synchronized and, the
Synchronization
icon, , appears on the Status Bar.
To select from the available list of notes:
1. Click an extension number in the
2. Click the drop down arrow of the
Full, Assigned
Note
box.
Selected Directory
or
views.
3. Click the applicable note from the drop down list. The note now appears in the
column under
Directory
.
Notes
To type a note:
1. Click an extension number in the
2. Position the cursor in the
3. Press
Norstar PC Console 1.1 User Guide P0887496 01
Enter
. The note now appears in the
Note
Full, Assigned
box, and type a note.
Notes
Selected Directory
or
column under
views.
Directory
.
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Maintaining caller and employee information
67
Note
: For a blank
press
Enter
Note
.
To save employee edit changes:
1. Click in the
the boxes in the
Directory
the
mation
To close the
dialog box remains open.
Edit Employee Information
1. Click . The
Note
: If you click
Edit Employee Information
list is saved to the database. After clicking
Edit Employee Information
Close
Employee Information
changes.
box, delete what is in the
Edit Employee Information
dialog box for the employee highlighted in
dialog box without saving changes:
without first clicking
Save
dialog box closes without saving any
Note
box then
dialog box. The changes made to
Save
Edit Employee Infor-
, the
dialog box closes.
Edit
, the
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Maintaining caller and employee information
Norstar PC Console 1.1 User Guide P0887496 01
Page 75
Generating reports
Norstar PC Console automatically collects information about incoming calls and tracks how
calls are processed. This important information is available through
trends and provide answers to questions before they become problems.
Reports provide caller related information that can help to:
• increase sales opportunit ies
• improve productivity
• lower expenses
• streamline operations
For example, the report Calls by Customer shows how callers from your company’s top
customers are being handled. It addresses the question of whether calls are being taken by
employees or being routed to Norstar voice messaging.
Report types
There are three report types:
• Calls by Customers
Reports
7
to help spot
• Calls to Employees
• Extension Directory
Calls by Customers report
This report shows how calls from your customers are handled by your employees. Each
employee report can identify as many customers as necessary. Calls are distributed by
destination which shows the number of calls taken by the employee, routed to Norstar voice
messaging or handled by others. Of total calls from each customer, the percentage of calls by
destination is also indicated allowing review of call taking effectiveness.
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Generating reports
Calls to Employees report
The Calls to Employee report shows the type of calls employees are receiving over a defined
time period. This report can spot caller abuse such as too many personal calls and
misdirected calls, such as calls from customers routed to the wrong person/department. This
report displays the type of caller across the top and employee(s) down the left side. Each
Caller Type has a column for number of calls and percent. Total of all calls and percent is
shown separately.
.
Extension Directory report
Extension Directory shows a listing of all employees that are in the Norstar PC Console
database along with the information in their call record.
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Working with the Reports window
Generating repor t s
71
You can get to the Norstar PC Console
main menu and then choosing
Information, Period
across the top of the
With the
you want to create. You can manipulate the preview image once a report is created.
Create Report, Page <, Page >
and
Reports
Reports
Employees
window includes standard
Reports
. The
group boxes and a report viewing area. The menu bar
window by clicking on
and
Reports
Print
window consists of
buttons you can define the type of report
File, Edit, View
Tools
and
Database group box
This group box contains information on selecting a database.
Clicking
you can select a Microsoft Access database. For more
information about databases and how to locate the database
(.mdb) file, refer to Selecting the database
Select
accesses the
Open
dialog box from which
on the Attendant
Database
on page 74.
Help
,
menus.
Information group box
Information
The
group box contains the report type information.
You can type the path-name of a Microsoft Access database
Current Database
in the
Report Type
The
valid Microsoft Access database is set in the
Current Database
When a report type is selected, a description of
that report type appears in the
edit box.
is active and available when a
edit box.
Description
area.
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72
Generating reports
Period group box
Note
:The
Period
selected and a Report Type is selected that requires a Report
Period to be defined.
group box is active provided a valid database is
opens the
a report period with a duration of one week (Sunday through
Saturday).
opens the
intended to allow easy selection of a Report Period
consisting of an entire month.
shows the date of the beginning of the report period. The
date edit boxes change to reflect dates set by other controls
such as the
dates in the edit boxes are checked to maintain the general
rule that the From date must come earlier than or be the
same as the T o date. If this rule is broken, an error message
is displayed.
opens up
the From and To Report Period Dates. The
box is designed to resemble the Calendar dialogs used in
other applications for Windows operating systems. The
Calendar
selected and a Report Type is selected that requires a
Report Period to be defined.
One Week
One Month
Month, Week
Calendar
buttons are active provided a valid database is
dialog box from which you can specify
dialog box. This dialog box is
Calendar
, and
dialog boxes for use in quickly setting
buttons. The
Calendar
dialog
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Generating repor t s
73
Employees
You can use these boxes to choose customers or employees for which a report is to be
generated.
All and Select option buttons
The
and customers group boxes
Customer
and
Employees
used to generate a report that includes data for all members of
the selected category (Employees or Customers).
group areas contain:
Note:
list box
Customer/Employee
button
All
The
only available if a valid database is selected, the report period
is set, and a Report Type was chosen which utilizes the
category (Employees or Customers).
used to generate a report that includes data for only those
members listed in the list box. If you click
beneath the selection list box (labeled either
Employee
Select
and
only displays information if you have chosen to select a subset of
the customers and employees in your database. If you choose
All
, the list box remains blank. The list box cannot be directly
edited. If the selected list is long enough, it can be scrolled to
view its contents. Changing the contents of the list is done with
the button below the list box.
access directories. The
only active when you choose
display either the
dialog box from which you can make your selection.
Note:
) becomes available so you can make your selection.
buttons for Employees or Customers is
Employee
Employee
These buttons are available only if a valid Database has
been chosen, a Report Period has been given (if
required), a Report Type which involves either Employees
or Customers has been selected, and the
button for the category has been chosen.
and
Select
Customer Record Selection
or
Select
, the button
Customer
Customer buttons
. Clicking on these buttons
Select
or
are
option
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Generating reports
Customers and Employees Selection dialog box
Customer
The
Employees or Customers to include in a report.
The program records which items were selected in this dialog the last time you created a
report. When the dialog opens, any items which were selected last time appears as selected.
In this way, the list of selected items can be modified.
Employee Selection
and
Creating and viewing reports
The Reports program is designed to make it easy to generate quality reports for analyzing
telephone usage at your organization. The following section provides the steps required to
generate reports, including:
dialog boxes are where you can choose which
• selecting the Database
• selecting a report type
• setting the report period
• selecting employees and customers
• creating and previewing the report
• printing the report
Selecting the database
Norstar PC Console stores information about telephone usage in your organization in a
special database. This database is used to generate the different types of reports. In most
cases, you will want to use the database that was installed with the Norstar ICS system.
However, if you make backups of the database for archiving purposes, Reports can use those
backups as well. If you are generating reports from a PC that does not have the database
stored, locate the database on the server PC through Network Neighborhood. Check with the
system administrator to ensure that the database is a shared file.
There are two methods of selecting a Microsoft Access database for reports from the
window:
•using
Select
in the
Database
group box
Reports
• using the
Norstar PC Console 1.1 User Guide P0887496 01
Current Database
box
Page 81
Generating repor t s
75
To point to a database using
1. Click
2. Click the
3. In the drop-down list, locate and click
4. Double-click the following folders:
5. Click the filename
Select
Look in
ConsoleServerDB.
. The
Open
box.
Select
:
dialog box appears.
Nortel, Norstar PC Console, Server
ConsoleServer.mdb
Hard drive (C:)
.
, then click
Program Files
, and
.
6. Click
To point to a database using the
1. Enter the path name of the database in the
2. Press
Open
to connect to the selected file name. If this file is not a valid database, an error
message appears.
Current Database
Files\Nortel\Norstar PC Console\Server\ConsoleServerDB\ConsoleServer.mdb
Enter
. If this file is not a valid database, an error message appears.
box:
Current Database
C:\Program
box:
Selecting a report type
Once a database has been selected, the next step is to decide what type of report to produce.
To select a report type:
1. Click the
Report Type
drop-down list box.
.
2. Select your report.
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Generating reports
Settin g th e report period
Some reports require a report period. The report period defines the time span for which data is
considered. If the report type chosen does not require a report period, the
inactive. The report period begins on the From date and ends on and includes the To date.
To enter the From and To dates:
Period
group box is
1. Click on the
• June 5, 1997
• 6/5/1997
2. Press
3. Repeat for the
Note:
To cancel out of the
1. Press
To specify a report of one week:
1. Click on . The
desired week started or ended in from the month drop-down list.
2. Select the year the week occurred in the year box. You can either type in the year box or
use the increment and decrement arrows to the right of the year box.
From
box and enter the date. The following are acceptable date formats.
Enter
.
To
box. Press
If a date is typed in an unrecognized format, or if a typed date
does not exist, an error message is displayed.
From/To
Tab
or
Esc
.
Enter
boxes:
One Week
.
dialog box appears. Choose the month that the
3. Select a week from the list of weeks in the box at the bottom of the dialog. Either click on a
week and click OK or double-click the desired week. When a week is selected, the start
and end dates of the week appears in the
To specify a report of one month:
1. Click . The
the month drop-down list.
2. Set the desired year, using the year control, either by typing it in or adjusting its value with
the increment and decrement arrows to its right.
3. When done, click OK to accept the month, or
If a month was selected, the starting and ending dates of the month appears in the
To
date edit boxes, respectively. Dates for February automatically account for leap-years,
centuries, and millennia.
Norstar PC Console 1.1 User Guide P0887496 01
One Month
From
and To date edit boxes.
dialog box appears. Choose the desired month from
Cancel
the Report Period selection.
From
and
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Generating repor t s
77
To cancel a selection you made, press the
information is not changed.
Clearing a date
A date can be cleared by deleting the contents of the edit box. A cleared edit box does not
count as a date, and thus does not restrict the range of the other date by the above mentionedrule.
Note:
The To and
database is selected and a Report Type is selected that
requires a Report Period to be defined.
From
date edit boxes are active provided a valid
Esc
key or click
Cancel
. The
Period
group box
Selecting employees and customers for the report
Some report types, especially those dealing with call data, allow you to choose sets of
employees, customers, or both, for which the data are summarized in the report. Reports
make only those categories available which are appropriate to the report type you chose. If
your Report Type does not need or allow these selections, the
selection areas remain inactive and you can move on to the next step.
To select the
Employees
Customers
or
:
Employees
and
Customers
1. Click on either
Record Selection
Note:
2. The
3. You can choose either a single item or multiple items. Selected items appear with a blue
4. Click OK. The
Selection
the list consists of a single column, the Customer’s Company Name. For Employees, it
consists of several columns, such as last, first and middle names, and telephone
extension. These columns can be resized by dragging the column header edges in the bar
at the top of the list.
background running behind their boxes. Choose a single item by pointing and clicking on
it. Choose multiple items by holding down the
want. Up to 100 items can be selected from the list. If you require more than 100 items,
consider doing several reports with different selection lists, or using the
related
Selection
Employees or Customers
dialog box.
The first time you click one of these buttons after connecting
to a database, a wait cursor appears while Reports builds the
directory. Afterward, and whenever the button is clicked, a
pause follows while Reports creates and fills the dialog box.
This pause is to be expected, especially for large directories.
After the pause, the
dialog box consists of a list of Employees or Customers. For Customers,
Customer
list box displays only those items selected from the dialog.
or
Selection
Employee Record Selection
. This displays the
dialog box appears.
Control
Employee
key while selecting the items you
dialog box closes and the
Customer
or
All
button.
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78
Generating reports
Create Report button
When all the data needed to create a report has been provided in the other report controls,
To create a report:
1. Click . This starts the report generation process.
2. The Reporting Animation icon, just to the left of the button, begins moving, indicating that
becomes available.
the report is running. The animation continues until the report is completed.
Note:
3. Once the report is completed, it is displayed in the
controls. becomes unavailable again, indicating that the repor t has been
created.The Report controls are disabled and the keyboard functions only in the
Viewing
While it is running, the application cannot be closed. If you
need to close the application while a report is running, this
can be done from the
from the Windows Task Manager. Refer to Windows Help for
information about how to force programs to close.
area. You can re-access the Report controls by pressing the
Close Programs
Viewing the report you generated
Once a report has been created, the
Next Page
The
the report view. The
there is one.
button shows the next available page of the report, if there is one, in
Previous Page
Page
buttons, and , become available.
button , shows the previous page of the report, if
dialog box available
Report Viewing
area below the Report
Tab
Report
key.
The page number of the current page appears in the report itself, found in the lower right hand
corner of each page.
You can also change the displayed report page from the keyboard.
To change the viewed page from the keyboard:
1. The keyboard should be active in the
Norstar PC Console Reports
can also be done by pressing
ing
area is treated as the last control in the
Ctrl
2. Press
page.
Norstar PC Console 1.1 User Guide P0887496 01
Page Up
+
to view the previous page, or
window. This is set automatically after creating report, but
Tab
Report Display
to cycle through the Report controls. The
Tab
area which is the lower half of the
order sequence.
Ctrl
Page Down
+
to view the next
Report View-
Page 85
Printing a report
Generating repor t s
79
Once a report has been created and is in the
available.
To print a report:
1. Click . This prints the report to the default printer.The default printer can be
changed from the Printers folder. It can be reached from either the Windows Start Menu or
the Windows Control Panel. Refer to PC Console Help.
2. A dialog opens allowing you to choose the pages and number of copies of the report to
print.
3. Click OK and the report begins printing. Clicking
Note:
If a Report Parameter is changed in one of the Report
Controls, again becomes active and
becomes inactive. Do not change any Report
Parameters before printing the report. If you do, you have to
generate the report over again and then print it.
Report Viewing
Cancel
area, becomes
cancels it.
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Generating reports
Norstar PC Console 1.1 User Guide P0887496 01
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Glossary
Assistant attendant
The assistant attendant is the telephone attendant who provides call coverage for specific
employee(s).
Backup attendant
The Backup attendant receives calls when the main attendant is not available. The main
attendant uses the
attendant.
BLF
Out
button on the Attendant main window to direct calls to the backup
This is one of the
the employees.
CF
Call Forward
Caller ID
Caller ID is also known as CLID or Calling Line Identification and is provided by your telephone
company. When Caller ID is in place, the caller name and number are displayed on incoming
calls.
CO
Central Office
CTA - Computer Telephony Adapter
A CTA is the hardware device used to connect a PC to the Norstar ICS, and includes the CTA
100, an external device, and the CT A 150i which is installed in a PC hard drive.
Destination extension
The destination extension is the person’s extension to which a caller (or attendant) is
attempting to connect.
Directory
list tab views. It displays only the phone status and extensions of
DND
Do not disturb
DTMF - Dual Tone Multi Frequency
DTMF is the sound emitted when telephone buttons are pressed.
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82
Glossary
External call
External call is a call originating from outside your company’s voice mail system.
ICS - Norstar Integrated Communications System
ICS is the Norstar key system that Norstar PC Console is connected to. Two types of Norstar
ICS are Modular ICS (MICS) and Compact ICS (CICS).
ID
Identification
Internal call
An internal call is a call that originates from your company’s Norstar ICS, such as another
employee’s extension.
Hookflash
This is the signal that occurs when a telephone goes on-hook followed by off-hook.
Hunt Group
A Hunt Group is a group of telephones that can be all called by a single number. Hunt Groups
are configured in your Norstar ICS.
LAN
Local area network
Main attendant
A main attendant is the telephone attendant primarily responsible for managing a company’s
incoming calls that may or may not have other attendants to assist.
Networked model
Networked model is a way of setting up a Norstar PC Console system in which the main
attendant’s PC is connected to one or more additional attendant PC(s) through a network.
Norstar PC Console
Norstar PC Console is a Windows based software product that provides call management and
call activity reporting capability to a business.
Norstar
ICS
Norstar Integrated Communication System. The telephone system that Norstar PC Console
works with. The two types of Norstar ICS systems are the Modular ICS and the Compact ICS.
Norstar PC Console 1.1 User Guide P0887496 01
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Glossary
83
Overflow attendant
The overflow attendant receives incoming calls when there are more than six active calls at the
main attendant’s PC.
PC
Personal Computer
Server program
The Norstar PC Console Server program supports the Attendant program residing in the PC.
Shared system
A shared system is a Norstar PC Console system in which the Norstar ICS is shared by two or
more companies.
Stand-alone model
A stand-alone model is a Norstar PC Console system in which one attendant only manages a
business’s incoming calls. There are no assistant attendants, backup attendants or overflow
attendants in a stand-alone model.
Target extension
A target extension is the extension number to which you are directing a call.
VM
Voice mail or voice messaging.
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84
Glossary
Norstar PC Console 1.1 User Guide P0887496 01
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Index
1st Contact 26
2nd Contact
3rd Contact
26
26
A
About Norstar PC Console29
Active Call
Adding notes to employee records
All and Select option buttons
All button
All extensions
All extensions box
Answer next
Answering calls as an attendant
Assigned box
Assigned extension rin gs
Assigned tab
Assigned tab view
Assistant attendant
Assistant Extension box
Attendant
Attendant Extension
Attendant group box
Attendant main window
Attendant menu
Attendant Monitor
Attendant program
Attendant setups, types
Attendant types
Attendant, main full-time
Attendant, part-time main
31
73
16
19
27
16
16, 18
21
25
11
39
16, 81
12
14
5
19
16
16
37
21
13
11
13
14
18
12
Directory group box
Options dialog box
17
assistant
backup
features
incoming calls, notifying of
overflow
working with
checking it’s running
configuring
restoring main window
shutting down
starting
starting for the first time
Transfer options
16
6, 14
17
6, 15
10
29
12
7
73
17
41
66
B
Backup attendant6, 14
BLF tab view
Blue Loop button
62
31
C
Calendar button72
Call
28
34
32
61
33
27
38
49
33
35
32
50
45
40
57
32
35
57
53
35
25
16, 17, 18
16
22
35
35
35
35
60
22
32
32
69
70
81
joining calls
making a call
screening
transferring
Call answered on Attendant extension
Call Forwarded
Call Notification dialog box
Call overflow occur s
Call processing area
Call button
Camp On button
Link Transfer button
Page button
Screen button
Transfer button
using
VMTransfer button
Callback
Caller Information
Caller information
Caller Information group box
Caller information group box
Caller menu
Caller record
Caller Type
Calls by customers report
Calls to employees report
City box
Close button
Company box
Computer Telephony Adapter
31
finding and editing
maintaining
using
Edit button
Hold button
Park/Page button
Release button
creating new
deleting
37
18
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86
Index
Configuring
Attendant program
ConsoleServer.mdb
Contacting employees using Voice Call
Contacts box
Contacts group box
Conventions
Copy
24
Creating a new caller record
CTA
81
Cut
24
33, 37
2
12
75
43
57
D
Department box37, 45
24
23, 38, 61
40
39
40
30
28
44
13, 16, 18, 23
40
40
40
40
38, 39, 44
39
19
19
39
39
Dial DTMF Tones
Dial Paste
Directory Find box
Directory group box
Directory list
Directory list tab views
Disable Link Transfer
Disable VM Transfer
Do Not Disturb
DTMF button
Department column
employee information
Ext column
extension information
Name column
Notes column
sorting information
BLF tab view
Full
38
Selected
50
Edit Employee Information dialog box
12
43
37
25
70
37
64
65
Assistant Extension box
24
64
62
37
37
57
66
15
Contacts box
Department box
Voice Mail DN box
Edit menu
Editing employee information
Employee information
Employee Information...
Employee record
Employee records
Exit
Extension
Extension box
Extension Directory report
Extension, Attendant
editing
maintaining
finding
adding notes to
24
creating an new name for
finding the correct
F
File menu24
Find button
Finding an employee record
Finding and editing caller information
Finding the correct extension
Full tab
Directory group box
Full tab view
resetting
Full-time main attendant
38
38
64
18
13
62
43
60
62
E
Edit Caller Information dialog box33, 59
33
37
33
33
34
34
34
33
33
33
33
34
34
34
37
Caller ID Name
Caller ID Number
Caller Type
Close button
Company box
Contacts
Delete Caller button
Find button
Name box
New Caller button
New Name button
Phone box
Record number
Save button
Edit Employee Information
Norstar PC Console 1.1 User Guide P0887496 01
G
Generating reports69
Getting
Getting started
Glossary
Green Loop button
9
9
81
31
Page 93
Index
87
H
Handling a Callback call
29
32
40
41
51
25
48
Callback call
Handling calls
Help file
Help menu
Hide Loop Buttons
Hold
Hold button
Hunt Group
29
27, 48
placing and retrieving calls
I
I am Out15
ICS
82
In
29
In and Out buttons
Initializing
Attendant program
Introduction to Norstar PC Console
30
12
1
J
Join button30
L
LAN82
Link
28
Link button
Link Transfer button
Linking and Joining calls
Log to File
Loop button
words and colors
Loop buttons
Loop Overflow icon
Loop overflow icon
30
19
25
14, 15, 18, 31, 42
31
22
23, 41
15
50
M
Main attendant, full-time13
22
24
21
57
61
53
54
22
14
18
Main window
Maintaining Caller an d Employee Information
Maintaining caller information
Maintaining employee information
Making a call from the attendant’s extension
Managing calls at the employee’s telephone
Managing calls using telephone display buttons
Menu bar
using
Menus available from the main window
My Extension
My extension rings
57
54
N
Name box33, 37, 60
Networked model
New Caller button
New Name button
Norstar Integrated Communication System
Norstar PC Console
About
1
Attendant button
Introduction
keyboard navigation
uses
1
Norstar PC Console Attendant window
Norstar PC Console features
Norstar PC Console Help
Norstar PC Console Installation Guide
Note
23
82
59
38
82
18
1
2
13
6
29
4
O
Off-hook40
15
72
72
12, 14, 17, 18
16
19
31
6, 15
One Month button
One Week button
On-hook
Options dialog box
Options…
Orange Loop button
Out
OUT button
Overflow attendant
40
Assigned tab
Selected tab
26
29
P
Page button35
Park
27, 28
33, 37
47
72
32
39
47
47
14
48
17
37
Park/Page button
Parked calls box
Parking calls and paging employees
Parking, Holding and Screening calls
Part-time main attendant
Paste
24
Period group box
Person status icon
Phone box
Placing and retrieving calls on Hold
Pop Call Notification dialog box when
Postal Code of the employee
Processing a call with right-click mouse capability
3
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88
Index
R
Record Number box37
69
31
15, 16, 17
32
73
69
73
71
6
71
69
70
70
71
73
71
75
64
18
3
31
Red Loop button
Redirect calls to
Release
Release button
Reports
Reports program
Reports window
Resetting the Full tab view
Restore minimized Attendant screen when
Restoring Attendant main window
Right-click mouse capability
Ringing
Ringing Assigned Extension
27
7, 25
All button
calls by customers
calls to employees
Customer/Employee button
Database group box
extension directory
generating
Information group box
Select button
setting the current database
types
working with
31
S
Save button38
73
13, 23
23, 25
49
5
83
27
39
10
83
37
64
19
64
18
11
19
10
10
11
Screen Transfer
Screening calls
Search by department
Search for an individual
Select button
Selected extensions bo x
Selected tab
Directory group box
Options dialog box
Selected tab view
Server
Server icon
Server program
Shared system
Shutting down the Attendant program
Shutting down the Server program
Stand-alone model
Starting the Attendant program
State/Province box
Status Bar
17
checking its runnin g
shutting down
17, 18
Status box
Synchronization icon
23
13, 23, 38
T
Take button18
Target box
Target extension
Target menu
Telephone
Telephone display buttons
Telephone status icon
telephone status icon
Tip of the Day
Tip of the Day dialog box
Title bar
Toolbar
Tools
Tools menu
Transfer menu
Transfer Options
Transfer Paste
Transfer to Target
Transfer to VMail
Type box
Types of attendant setups
35
finding an extension and placing it in
83
28
managing calls at the employee’s telephone
Assist
55
Hold
54
IntAct
55
Join
54
Next
54
Talk
54
VM
54
39
29
37
25
40
40
29
26
25
40
40
17, 19
27
27
12
13
call forward
do not disturb
off-hook
on-hook
22
22, 25
using
19
U
Using the Contacts group box43
24
45
44
44
Using the Department box
Using the Directory Fin d box
Using the Directory tab views
Using the menu bar
Using the toolbar
29
43
54
Norstar PC Console 1.1 User Guide P0887496 01
Page 95
V
View menu25
View Parked button
View Parked Calls
Visual call announcing
VM Transfer button
28
30
Voice Call
Voice call
Voice Call button
Voice Mail box
30
48
6
19
50
37
W
Windows operating system5
31
61
Words and colors on a Loop button
Working with report
Working with the Attendant main window
Working with the Directory list
71
Z
ZIP/Postal Code box37
21
Index
89
P0887496 01 Norstar PC Console 1.1 User Guide
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