Nortel P0887496 01 - Manuals

P0887496 01 Norstar PC Console 1.1 User Guide 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...

2 Introduction to Norstar PC Console Norstar PC Console 1.1 User Guide P0887496 01 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 th...

Introduction to Norstar PC Console 3 P0887496 01 Norstar PC Console 1.1 User Guide 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 Ctrl key down while pressing the second key ...

4 Introduction to Norstar PC Console Norstar PC Console 1.1 User Guide P0887496 01 • 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 Directory grou...

P0887496 01 Norstar PC Console 1.1 User Guide 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: • Server program. Refer to Server program on page...

6 Understanding Norstar PC Console Norstar PC Console 1.1 User Guide P0887496 01 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 fro...

Understanding Norstar PC Console 7 P0887496 01 Norstar PC Console 1.1 User Guide Attractiveness of PC compatibility Norstar PC Console has combined telecommunications with personal computing to make the attendant’s job easier, faster, and more efficient. Attendant types Each PC that has the Attendan...

8 Understanding Norstar PC Console Norstar PC Console 1.1 User Guide P0887496 01

P0887496 01 Norstar PC Console 1.1 User Guide 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 you...

10 Getting started Norstar PC Console 1.1 User Guide P0887496 01 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 Norst...

Getting started 11 P0887496 01 Norstar PC Console 1.1 User Guide 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: 1. Click Minimize, , in the title bar. The Attendant main windo...

12 Getting started Norstar PC Console 1.1 User Guide P0887496 01 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 ...

Getting started 13 P0887496 01 Norstar PC Console 1.1 User Guide 7. Click Close. The Norstar PC Console Attendant window main window appears. 8. As soon as the Attendant program begins communicating with the Server program, the Server icon, , appears in the Status Bar at the bottom of the Attendant ...

14 Getting started Norstar PC Console 1.1 User Guide P0887496 01 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...

Getting started 15 P0887496 01 Norstar PC Console 1.1 User Guide When the attendant needs to leave the position, the backup attendant position can be 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 th...

16 Getting started Norstar PC Console 1.1 User Guide P0887496 01 To define the overflow extension: 1. On the Options tab on the Options dialog box, click the Extension box in the Redirect calls to group box. 2. Type the overflow attendant’s extension number. 3. Select Call overflow occurs to redirec...

Getting started 17 P0887496 01 Norstar PC Console 1.1 User Guide Setting up other attendant features Attendant features for the different setups are configured through the Options dialog box. On the Tools menu, click Options to display this dialog box. The Options tab is displayed when the Options d...

18 Getting started Norstar PC Console 1.1 User Guide P0887496 01 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 ta...

Getting started 19 P0887496 01 Norstar PC Console 1.1 User Guide Setting the Attendant Selected option In addition to the Full tab in the Directory group box of the Attendant main window, there is a Selected tab that allows the attendant to view a selected subset of the full directory. This is parti...

20 Getting started Norstar PC Console 1.1 User Guide P0887496 01

P0887496 01 Norstar PC Console 1.1 User Guide 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 ...

22 Working with the Attendant main window Norstar PC Console 1.1 User Guide P0887496 01 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 Clos...

Working with the Attendant main window 23 P0887496 01 Norstar PC Console 1.1 User Guide Directory group box The Directory group box, located at the bottom of the Attendant main window, consists of three parts: Status Bar The Status Bar, located at the bottom of the Attendant main window, toggles bet...

24 Working with the Attendant main window Norstar PC Console 1.1 User Guide P0887496 01 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 Con...

Working with the Attendant main window 25 P0887496 01 Norstar PC Console 1.1 User Guide View menu The View menu commands are: Tools menu The Tools menu commands are: Transfer Paste transfers a call to the number in the Clipboard. Caller Information... opens the Edit Caller Information dialog box. Th...

26 Working with the Attendant main window Norstar PC Console 1.1 User Guide P0887496 01 Transfer menu The Transfer menu commands are: Options… opens the Options dialog box which has three tabs. The Options tab: allows you to assign the Server ID, enter the Attendant extension, select the conditions ...

Working with the Attendant main window 27 P0887496 01 Norstar PC Console 1.1 User Guide Caller menu The Caller menu commands are: Transfer to Target transfers the active call to the extension in the Target box. The Transfer button performs the same function. Screen Transfer screens a call transfer o...

28 Working with the Attendant main window Norstar PC Console 1.1 User Guide P0887496 01 Target menu The Target menu commands are: Join Caller connects two callers by joining the active call with the call that is on hold. Refer to Linking and Joining calls on page 50 . View Parked Calls... opens the ...

Working with the Attendant main window 29 P0887496 01 Norstar PC Console 1.1 User Guide Attendant menu The Attendant menu commands are: Help menu The Help menu options include: Using the toolbar The toolbar contains several buttons that provide quick and easy access to some of the Norstar PC Console...

30 Working with the Attendant main window Norstar PC Console 1.1 User Guide P0887496 01 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 be set in the Options dialog box w...

Working with the Attendant main window 31 P0887496 01 Norstar PC Console 1.1 User Guide 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 answer a call. Each Loop button represents a potential call in-progress. The color of a Loo...

32 Working with the Attendant main window Norstar PC Console 1.1 User Guide P0887496 01 Using the Caller Information group box The Caller Information group box is located in the top, center of the Attendant main window. It contains information about the caller that is automatically filled into the b...

Working with the Attendant main window 33 P0887496 01 Norstar PC Console 1.1 User Guide The Edit Caller Information dialog box This dialog box is displayed when you click the Edit button in the Caller Information group box. This is where information about callers is changed or added. The Edit Caller...

34 Working with the Attendant main window Norstar PC Console 1.1 User Guide P0887496 01 The following buttons appear in the Edit Caller Information dialog box: Using the call processing area The call processing area is found at the top right of the Attendant main window and includes: • the Target bo...

Working with the Attendant main window 35 P0887496 01 Norstar PC Console 1.1 User Guide The following buttons appear in the call processing area: Using the Directory group box The Directory group box is located at the bottom of the Attendant main window. It contains tabbed directories showing variou...

36 Working with the Attendant main window Norstar PC Console 1.1 User Guide P0887496 01 Search and edit functions in the Directory group box The buttons and boxes in the Directory group box are used to search for and edit employee information that appears in the Directory list. They are listed below...

Working with the Attendant main window 37 P0887496 01 Norstar PC Console 1.1 User Guide The Edit Employee Information dialog box. 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 fur ther informa...

38 Working with the Attendant main window Norstar PC Console 1.1 User Guide P0887496 01 The following buttons appear in the Edit Employee Information dialog box: Directory list Directory list tab views There are four Directory list views that are accessed by clicking on tabs. They are: Note: The Syn...

Working with the Attendant main window 39 P0887496 01 Norstar PC Console 1.1 User Guide 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 conta...

40 Working with the Attendant main window Norstar PC Console 1.1 User Guide P0887496 01 The remainder of the columns in the Directory list are labeled as follows: Sorting information in the Directory list tabs Extension and employee information contained in the Directory list tabs can be sorted in d...

P0887496 01 Norstar PC Console 1.1 User Guide 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: It is recommended that you use a headset so t...

42 Handling calls Norstar PC Console 1.1 User Guide P0887496 01 A new incoming call is indicated by a yellow Loop button that displays the word Ringing. Information about the call appears around the Loop button to assist you in personalized call processing: • A function key name, located above the L...

Handling calls 43 P0887496 01 Norstar PC Console 1.1 User Guide 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 inform...

44 Handling calls Norstar PC Console 1.1 User Guide P0887496 01 Using the Directory tab views The tab view area in the Directory group box contains various views of extensions. To search by Extension or Name: 1. Click the Full, BLF, Assigned or Selected tab. 2. Click the extension, the name or the d...

Handling calls 45 P0887496 01 Norstar PC Console 1.1 User Guide Using the Department box You can search for a name by depar tment on the Full tab using the Department box. To search by department: 1. Click the down arrow of the Department box. A list of departments that are associated with extension...

46 Handling calls Norstar PC Console 1.1 User Guide P0887496 01 To transfer using the Target box: 1. Make sure the extension in the Target box is correct. Double-click the telephone status icon to the right of the Target box or click Transfer. You can also use the keyboard by positioning the cursor ...

Handling calls 47 P0887496 01 Norstar PC Console 1.1 User Guide 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 th...

48 Handling calls Norstar PC Console 1.1 User Guide P0887496 01 To retrieve a parked call: 1. On the Caller menu, click View Parked Calls. 2. Select the parked call in the Parked Calls dialog box. 3. Click Retrieve. OR 1. On the toolbar, click . 2. Select the parked call in the Parked Calls dialog b...

Handling calls 49 P0887496 01 Norstar PC Console 1.1 User Guide 3. When the active call is placed on hold, the Loop button label changes to Hold and the Loop button color changes to blue. To place a call on Hold at an active extension: 1. With an active call on the Loop button and the employee’s ext...

50 Handling calls Norstar PC Console 1.1 User Guide P0887496 01 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 Voice Call button: 1. Position the cursor in the Target box and type or enter the...

Handling calls 51 P0887496 01 Norstar PC Console 1.1 User Guide 3. Click . The Loop button label shows Active, and the number in the Target box is tone dialed. 4. Click the Link button to set up a conference call between the incoming call, the outgoing call and the Attendant. When the conference cal...

52 Handling calls Norstar PC Console 1.1 User Guide P0887496 01 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...

Handling calls 53 P0887496 01 Norstar PC Console 1.1 User Guide 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 Target box does not require special characters such as a hy...

54 Handling calls Norstar PC Console 1.1 User Guide P0887496 01 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 aler ts the cal...

Handling calls 55 P0887496 01 Norstar PC Console 1.1 User Guide 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 in...

56 Handling calls Norstar PC Console 1.1 User Guide P0887496 01

P0887496 01 Norstar PC Console 1.1 User Guide 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 i...

58 Maintaining caller and employee information Norstar PC Console 1.1 User Guide P0887496 01 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 ...

Maintaining caller and employee information 59 P0887496 01 Norstar PC Console 1.1 User Guide To create a new caller record when there are no active calls: 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...

60 Maintaining caller and employee information Norstar PC Console 1.1 User Guide P0887496 01 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 Edit in the Caller Information group box on the Attendan...

Maintaining caller and employee information 61 P0887496 01 Norstar PC Console 1.1 User Guide Note: If you answer a call and then open the Edit Caller Information dialog box without first selecting a name from the Name box list, you must click Edit twice. To delete an existing caller record: 1. Click...

62 Maintaining caller and employee information Norstar PC Console 1.1 User Guide P0887496 01 To sort a column of information in the Directory: 1. Click the tab for the view you want to sort, either Full, Selected or Assigned. Information in the BLF tab view appears in the same order you selected for...

Maintaining caller and employee information 63 P0887496 01 Norstar PC Console 1.1 User Guide 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 fir...

64 Maintaining caller and employee information Norstar PC Console 1.1 User Guide P0887496 01 To search by department: Note: A department search takes priority over a name search. 1. Click the down arrow of the Department box in the Directory group box. A list of depart-ments that are associated with...

Maintaining caller and employee information 65 P0887496 01 Norstar PC Console 1.1 User Guide To add or change an extension: 1. In any Directory tab view (Full, BLF, Selected or Assigned), click the extension in the Directory list about which you wish to change or add information. 2. Click in the Dir...

66 Maintaining caller and employee information Norstar PC Console 1.1 User Guide P0887496 01 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 Directory (...

Maintaining caller and employee information 67 P0887496 01 Norstar PC Console 1.1 User Guide Note: For a blank Note box, delete what is in the Note box then press Enter. To save employee edit changes: 1. Click in the Edit Employee Information dialog box. The changes made to the boxes in the Edit Emp...

68 Maintaining caller and employee information Norstar PC Console 1.1 User Guide P0887496 01

P0887496 01 Norstar PC Console 1.1 User Guide Generating reports Norstar PC Console automatically collects information about incoming calls and tracks how calls are processed. This important information is available through Reports to help spot trends and provide answers to questions before they bec...

70 Generating reports Norstar PC Console 1.1 User Guide P0887496 01 Calls to Employees report The Calls to Employee report shows the type of calls employees are receiving over a defined time period. This repor t can spot caller abuse such as too many personal calls and misdirected calls, such as cal...

Generating reports 71 P0887496 01 Norstar PC Console 1.1 User Guide Working with the Reports window You can get to the Norstar PC Console Reports window by clicking on Tools on the Attendant main menu and then choosing Reports. The Reports window consists of Database, Information, Period and Employe...

72 Generating reports Norstar PC Console 1.1 User Guide P0887496 01 Period group box Note: The Period group box is active provided a valid database is selected and a Report Type is selected that requires a Repor t Period to be defined. opens the One Week dialog box from which you can specify a repor...

Generating reports 73 P0887496 01 Norstar PC Console 1.1 User Guide Employees and customers group boxes You can use these boxes to choose customers or employees for which a report is to be generated. All and Select option buttons The Customer and Employees group areas contain: Note: The All and Sele...

74 Generating reports Norstar PC Console 1.1 User Guide P0887496 01 Customers and Employees Selection dialog box The Customer and Employee Selection dialog boxes are where you can choose which Employees or Customers to include in a repor t. The program records which items were selected in this dialo...

Generating reports 75 P0887496 01 Norstar PC Console 1.1 User Guide To point to a database using Select: 1. Click Select. The Open dialog box appears. 2. Click the Look in box. 3. In the drop-down list, locate and click Hard drive (C:), then click Program Files. 4. Double-click the following folders...

76 Generating reports Norstar PC Console 1.1 User Guide P0887496 01 Setting the 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 repor t period, the Period group box is inactive. The...

Generating reports 77 P0887496 01 Norstar PC Console 1.1 User Guide To cancel a selection you made, press the Esc key or click Cancel. The Period group box 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...

78 Generating reports Norstar PC Console 1.1 User Guide P0887496 01 Create Report button When all the data needed to create a report has been provided in the other report controls, becomes available. To create a report: 1. Click . This starts the report generation process. 2. The Reporting Animation...

Generating reports 79 P0887496 01 Norstar PC Console 1.1 User Guide Printing a report Once a report has been created and is in the Report Viewing area, becomes available. To print a report: 1. Click . This prints the report to the default printer.The default printer can be changed from the Printers ...

80 Generating reports Norstar PC Console 1.1 User Guide P0887496 01

P0887496 01 Norstar PC Console 1.1 User Guide 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 th...

82 Glossary Norstar PC Console 1.1 User Guide P0887496 01 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 ar...

Glossary 83 P0887496 01 Norstar PC Console 1.1 User Guide 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 suppor ts the Attendant program ...

P0887496 01 Norstar PC Console 1.1 User Guide Index 1st Contact 26 2nd Contact 26 3rd Contact 26 A About Norstar PC Console 29 Active Call 31 Adding notes to employee records 66 All and Select option buttons 73 All button 73 All extensions 16 All extensions box 19 Answer next 27 Answering calls as a...