Nortel Networks P0887496 01 manual

1-800-4 NORTE L www.nortel.com/n orstar Nors tar i s a tr adem ark of Nort her n Tele co m P08874 96 01 Printed in Cana da Norstar is a tradema rk of Northern Tele com © Copyrig h t Northern Tel eco m 19 98 Norsta r PC Cons ole 1 .1 User Guide[...]

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P0887496 01 Norst ar PC Conso le 1.1 Use r Guide T able of contents Chapter 1 Introduction to Norstar PC Console 1 About thi s guide 1 Conv ent ion s 2 Naming of window compone nts 2 Using the ke yboard to naviga te around Norstar PC Console 2 Process ing a cal l with r ight-cl ick mouse capa bility 3 Ref ere nces 4 Chapter 2 Understanding Norstar [...]

ii Norsta r PC Console 1 .1 User Guide P088749 6 01 Usi ng th e menu ba r 24 File menu 24 Edit m enu 24 View menu 25 T ools menu 2 5 T ransfer menu 26 Caller menu 27 T arget menu 28 Attendant menu 29 Help men u 29 Usi ng th e toolb ar 29 Usin g the Call er Info rmati on group box 32 Using the call pr ocessing area 34 Usin g the Dir ector y group bo[...]

iii P0887496 01 Norst ar PC Conso le 1.1 Use r Guide Chapter 7 Generating reports 69 Report types 69 Calls b y Customer s report 69 Calls to Employ ee s repor t 70 Ext e nsion Di rect o r y report 70 Working w ith the Repo rts wind ow 71 Database gr oup box 71 Informat ion group box 71 P eri od group box 72 Employ ees and cust omers group b o xes 7[...]

iv Norsta r PC Console 1 .1 User Guide P088749 6 01[...]

P0887496 01 Norst ar PC Conso le 1.1 Use r Guide Introduction to Norstar PC Console Norstar P C Console is an applic ation tha t provides ce ntralized call mana gement and call activity r epor ti ng capabili ty to a business. Nors tar PC Consol e runs on one or more Pentium™ Class pe rsonal co mputers (PCs ) under a c ompatible Windows o perating[...]

2 Introducti on to Norsta r PC Console Norsta r PC Console 1 .1 User Guide P088 7496 01 Conventions Naming of window components Ref e r to Compone nts of t he Attenda nt main window on p age 21 for window ter minolo g y us ed in this document. Using the keyboard to navigate around Norstar PC Console Y ou can use the keyboard to d o many tasks qu ic[...]

Introducti on to Norstar PC Con sole 3 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide Shortcut keys defined on the menus Shor tc ut ke y comb inations are indica ted besid e some me nu comma nds. In case s where th e Ctrl ke y is with a nother key , make sure to hold the Ctrl ke y down while p ressing t he secon d ke y i n the comb ination. Th e [...]

4 Introducti on to Norsta r PC Console Norsta r PC Console 1 .1 User Guide P088 7496 01 • transfer a call to voice mail • link tran sf er • park a call and page a n employ e e • camp a call on an ex tension T o use r ight- click mouse c apabilit y: 1. P ositio n the curso r on a nam e or extension in the Dire ctory gro up box and r ight-cli[...]

P0887496 01 Norst ar PC Conso le 1.1 Use r Guide Understand ing Norstar PC Console Norstar P C Console is a client/se r ver software applicati on that co nsists of t he follo wing three interrela ted programs ope rating toget her under a Windows operatin g systems: • Ser v e r progr a m. Refer to Server program on page 5 • Attendant program. Re[...]

6 Underst anding Nors tar PC Conso le Norsta r PC Console 1 .1 User Guide P088 7496 01 Reports program The Repor t s program provides infor mation abou t incoming c alls to your company . Repor ts can help you identify tr ends and find answers to question s bef ore they become pr ob l ems. Y ou can request a repor t fr om any PC with a n Attendant [...]

Understand ing Norstar PC Console 7 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide Attractivene ss of PC compat ibility Norstar P C Console h as combine d telecom munications w ith persona l computi ng to make the attendant’ s job easier , faster , a nd more e fficient. Attendant types Each PC that has th e Attendant program instal led is set u[...]

8 Underst anding Nors tar PC Conso le Norsta r PC Console 1 .1 User Guide P088 7496 01[...]

P0887496 01 Norst ar PC Conso le 1.1 Use r Guide Gettin g started Once your Norsta r PC Consol e system i s set up and checked b y the in staller or system adminis trator , you can us e the Norstar PC Conso le programs. Bef ore you han dle call s, y o u should k now how to star t a nd e x it from N orstar PC Console on your PC. F o r star ting the [...]

10 Ge tting star t ed Norsta r PC Console 1 .1 User Guide P088 7496 01 Shutting do wn the Server pro gram W e recommend that you l eav e the S er ver program run ning at all ti mes. In the ev ent you must shut it down, p erf or m the following steps. T o shutdown the S er ver program: 1. On the Ser ver PC, click the Norstar PC Console Server button[...]

Gettin g star t ed 11 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide Minimizing and maximizing the Attendant main window The Attenda nt main win dow can be minimized or max imized depe nding on your nee ds. T o minimi ze the Attendant m ain window: 1. Click Minimize , , in the title bar. The Attendant m ain window min imizes. T o maximi ze or re-[...]

12 Ge tting star t ed Norsta r PC Console 1 .1 User Guide P088 7496 01 Initializing and configur ing the Attendant pro gram Each PC that has th e Attendant program instal led must be se t up to hand le calls e ither as a full-time m ain attend ant, par t -time main a ttendant, ba ckup attendant, overflow attendant or assist ant atte ndan t. Startin[...]

Gettin g star t ed 13 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide 7. Click Close . The Norstar PC Console Attendant wi ndow main window appears. 8. As soon as the At tendant program b egins communi cating wi th the Ser ver program, the Serve r icon, , appears in the Status Bar at the bottom o f the Attend ant main window . The Attend ant progr[...]

14 Ge tting star t ed Norsta r PC Console 1 .1 User Guide P088 7496 01 Once the settings are complete d, the Atten dant program dis pla y s all inc oming ca lls to the attendant’ s telephon e which a ppear on the Attendant m ain window as a yellow Ringing Loop button. If the a ttendant’ s telephone has been pro grammed to receive all i ncoming [...]

Gettin g star t ed 15 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide When the a ttendant ne eds to leave the posi tion, the b ack up atten dant positio n can be activated by using the OU T button, , on the Attenda nt main window . This b utton indic ates that the attendan t is no longer pres ent at the station and that all calls should be diver t[...]

16 Ge tting star t ed Norsta r PC Console 1 .1 User Guide P088 7496 01 T o define th e ov erflo w ex tension : 1. On the Options tab on the Options dialog box, click the Extension bo x i n the Redirec t calls to group bo x. 2. T ype the overflow attenda nt’ s e xtension numb er . 3. Select Call overflow occurs to redi rect ca lls when all of the [...]

Gettin g star t ed 17 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide Setting up ot her attendant features Attendant f ea tures for the different setups are con figured thr ough the Option s dialog b o x. O n the Tools menu, click Options to displ a y this d ialog box. The Opti ons tab is dis pla y ed when the Options dialog box first opens. It is[...]

18 Ge tting star t ed Norsta r PC Console 1 .1 User Guide P088 7496 01 Notifying the attendant of incoming calls There are two wa ys an attendant c an be noti fied of in coming c alls: • When the attendant i s busy working on other a ctivities in Windows, Norstar PC Conso le is usually min imized on the Wi ndows taskbar . The attendant can be not[...]

Gettin g star t ed 19 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide Setting the Attendant Selected option In additio n to the Full tab in the Dire cto ry group box of the Attendan t main window , the re is a Selected tab t hat allows the atte ndant to vi ew a selected su bset of the full direc tor y . Thi s is par ticul arly us eful when the att[...]

20 Ge tting star t ed Norsta r PC Console 1 .1 User Guide P088 7496 01[...]

P0887496 01 Norst ar PC Conso le 1.1 Use r Guide W orking with the Attendant main window This secti on explains how to use th e buttons and group box es on th e Norsta r PC Console Attendant main window wit h the mo use and the keyboard. Componen ts of the Atten dant main windo w The Norsta r PC Consol e Attendan t main wind ow includes the f o llo[...]

22 Working with the A ttendant mai n window Norsta r PC Console 1 .1 User Guide P 0887496 0 1 Title bar The title bar is loc ated at th e top of th e Attendan t main wi ndow . T he program icon t hat app ears on the left s ide of the title bar when c lic ked contain s: Restor e, Mo ve, Siz e, Minim ize, Maximize, and Close. The telepho ne icon a nd[...]

W orking with t he Attendan t main win dow 23 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide Directory group box The Direct ory group bo x, located a t the bottom of the Atten dant main window , consi sts of three par t s: Status Bar The Status Bar , loc ated at the bottom of th e Attendant main wind ow , toggl es between be ing displayed and not[...]

24 Working with the A ttendant mai n window Norsta r PC Console 1 .1 User Guide P 0887496 0 1 Using the m enu bar The menu bar displays the drop -down menus av ai lable from the Norstar PC Console Attendant main window . From these drop- down menus you can acces s many of the features a vail able on Norst ar PC Cons ole. The menu bar is alwa y s vi[...]

W orking with t he Attendan t main win dow 25 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide View menu The View menu command s are: Tools menu The Tools menu c ommands are: Transfer Past e transfers a call to the number in the Clipbo ard. Caller Inform ation... opens th e Edit Caller Informa tion di alog bo x. The Edit button in the Caller Inform[...]

26 Working with the A ttendant mai n window Norsta r PC Console 1 .1 User Guide P 0887496 0 1 Transfer menu The Tr ansfer menu comma nds are: Options… opens the Options di alog box which has three tab s. The Options tab: allows you to assign the Ser ver ID , enter th e Attendan t extension, selec t the cond itions for making the Norstar PC Consol[...]

W orking with t he Attendan t main win dow 27 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide Call er m enu The C aller menu comma nds are: Tra nsfer to Targ et tr ansfers the acti v e call to t he e xtensi on in the Ta rget bo x . The Tran sfer button performs the same f unction. Scr een Tr ansfer screens a call transfer of an ac tiv e call to th[...]

28 Working with the A ttendant mai n window Norsta r PC Console 1 .1 User Guide P 0887496 0 1 Target menu The Target menu co mmands a re: Join Caller connec ts two call ers by joining the active cal l with the call that is on hold. Refer to Linkin g and Joi ning cal ls on pag e 50 . View Pa rked Calls ... opens th e Parked Ca lls dialog bo x which [...]

W orking with t he Attendan t main win dow 29 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide Attendant menu The Attendant menu c ommands a re: Help menu The Help me nu options inc lude: Using the toolbar The toolbar contain s sev eral buttons t hat provide quick and easy acces s to so me of the Norstar P C Console f unctions. T o displ a y the to[...]

30 Working with the A ttendant mai n window Norsta r PC Console 1 .1 User Guide P 0887496 0 1 The toolbar contain s the following:. The IN and OUT b uttons a re used to indicat e whether or not you are able to take calls. Note : Redirecti on of calls to a backup e xtensi on must be set in the Options dialog box which is accessed f rom the Tools m e[...]

W orking with t he Attendan t main win dow 31 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide A total of si x Loop b ut tons, labeled F1 to F6, are l ocated on the left s ide of the Attendant main wind ow and are used to ans wer a call. Each Loop b utton repres ents a po tential c all in-pr ogress. The color o f a Loop button and th e displayed wo[...]

32 Working with the A ttendant mai n window Norsta r PC Console 1 .1 User Guide P 0887496 0 1 Using the C aller Information gro up box The C aller Information group box is lo cated in t he top, center of the Attendant m ain window . It contains inf or ma tion about the ca ller that is autom atically fil led into the box es b y Norstar PC Console w [...]

W orking with t he Attendan t main win dow 33 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide The Edit Caller Information dialog box This dial og box is disp la yed when you click th e Edit button in the Caller Information gr oup box. This is where infor mation a bout call ers is c hanged or add ed. The E dit Ca lle r Inf orm at ion dialog box con[...]

34 Working with the A ttendant mai n window Norsta r PC Console 1 .1 User Guide P 0887496 0 1 The following buttons appear in the E dit Caller Information dialog b o x: Using the call processing area The cal l processi ng area is f ou nd at the top r ight of th e Attendant main w indow and includ es: •t h e Target bo x • a ser ies of buttons i [...]

W orking with t he Attendan t main win dow 35 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide The follo wing buttons appear in the call pr ocessing area: Using the D irectory group box The Dire ctory group box is loca ted at th e bottom of t he Attendan t main win dow . I t contains tabbed direc tories showing various v iews of the e xtension s on[...]

36 Working with the A ttendant mai n window Norsta r PC Console 1 .1 User Guide P 0887496 0 1 Search and edit functions in the Directory group box The buttons and b o xes in the Dire ctory gr oup box are used to sea rch for and edit em plo yee informati on that app ears in the Direct ory lis t. They are liste d below . indic ates the person status [...]

W orking with t he Attendan t main win dow 37 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide The Edit Employee Information dialog box. This dial og box appears when you click the Edit button in the Dire cto ry group box. This is where informa tion about emp loy ees can be change d or added. For fur ther in f orm ation, refer to Maintain ing emplo[...]

38 Working with the A ttendant mai n window Norsta r PC Console 1 .1 User Guide P 0887496 0 1 The follo wing buttons appear in the Edit Employe e Information dialog box: Directory lis t Directory list tab views There are four Directory list views that are acces sed by clicking on tab s. The y are: Note: The Synchronization icon, , must appe ar on t[...]

W orking with t he Attendan t main win dow 39 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide Directory list employee and extens ion information Each one of the Dir ect ory list ta b views contains th e follo wing t ypes of empl o yee and ex tension inf ormati on. Note : The first two columns ar e not labe led and conta in icons o nly , no text. B[...]

40 Working with the A ttendant mai n window Norsta r PC Console 1 .1 User Guide P 0887496 0 1 The remai nder of the c olumns i n the Direct ory list ar e labele d as follows: Sorting information in the Directory list tabs Extensi on and emp loy ee informati on contai ned in the Dire ctory list t abs can be s or ted i n diff erent ways . In the Full[...]

P0887496 01 Norst ar PC Conso le 1.1 Use r Guide Handling calls With Nor star PC Cons ole, y ou can manage c alls using e ither your PC’ s mouse o r the ke yboard. W hen a ca ll come s in, you can r espond to the caller e ither b y usi ng the telepho ne or a headset . Note : It is reco mmended th at you use a h eadset so that your hands are free [...]

42 Handli ng cal ls Norsta r PC Console 1 .1 User Guide P088 7496 01 A new inco ming cal l is ind icated by a yellow Loop button that displ a ys the word Ringing . Informatio n about the call app ears aroun d the Loop button to as sist you in p ersonalized c all processi ng: • A functi on ke y name, located above the Loop button, (F1 in the examp[...]

Hand li ng ca ll s 43 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide 2. Answer the call with your company greeting an d deter mine from the cal ler to whom t hey wish to s peak. If you are answ er ing a cal l from this number and/or company for the first time, you can enter calle r inf or mation. For fur ther informat ion, refer to The Edit C all[...]

44 Handli ng cal ls Norsta r PC Console 1 .1 User Guide P088 7496 01 Using the Directory tab views The tab vi e w a rea in the Dir ectory group b o x c ontains v ar ious v iews of e x tension s. T o search by Ex tension or Name: 1. Click the Full , BLF , A ssig ned or Se lect ed tab. 2. Click the extension, the name or the d epar tme nt of the emp [...]

Hand li ng ca ll s 45 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide Using the Department box Y ou can search for a name by depar tment on the Full tab us ing the Depa rtment bo x. T o search by dep ar tment: 1. Click the down arrow of t he Department b o x. A list of depar tments that are associated with extensions app ears in the drop down li s[...]

46 Handli ng cal ls Norsta r PC Console 1 .1 User Guide P088 7496 01 T o transfer using the Target bo x: 1. Make sure the extensio n in the Targ et box is correct. Double-clic k the te lephone s tatus icon to th e right of the Tar get box or click Transf er . Y ou can al so use th e ke yb oard by positio ning t he cursor in the Target box and pre s[...]

Hand li ng ca ll s 47 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide Parking, h olding and screen ing calls Norstar P C Console p rovides you with the capa bility t o screen cal ls for the called p erson, to place the calls o n hold and to park c alls so that the called pe rson ca n be paged. Y o u can also talk to th e employ e e in interc om mo[...]

48 Handli ng cal ls Norsta r PC Console 1 .1 User Guide P088 7496 01 T o retri ev e a pa rked call: 1. On the Cal ler menu, click View Parke d Calls. 2. Select t he par ked call in the Pa rke d Calls dialo g bo x . 3. Click Retrieve . OR 1. On the too lbar , click . 2. Select t he par ked call in the Pa rke d Calls dialo g bo x . 3. Click Retrieve [...]

Hand li ng ca ll s 49 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide 3. When the a ctive call is pla ced on hol d, the Loop button labe l changes to Hold and th e Loop button co lor changes to blue. T o place a call on Hold at an a ctive e xtens ion: 1. With an a ctive call on the Loop b utton a nd the emp lo yee’ s e xtension in the Tar get bo[...]

50 Handli ng cal ls Norsta r PC Console 1 .1 User Guide P088 7496 01 Contacting employees using Voice Call This feature can be us ed as an i ntercom to ta lk direct ly through th e speaker of the em plo y ee’ s telephone. T o use the Voice Call b u tton: 1. P ositio n the curso r in the Target bo x and type or enter the e xtension of the empl o y[...]

Hand li ng ca ll s 51 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide 3. Click . The Loop button label shows Activ e , and the number in t he Target box is tone dialed. 4. Click the Link button to se t up a conference call between th e incomi ng call, the outgoing call an d the At tendant. When the c onference cal l is finis hed, click Release to [...]

52 Handli ng cal ls Norsta r PC Console 1 .1 User Guide P088 7496 01 Responding to a callback that a called party returned A call that th e called person el ects not to take can be handl ed by y ou according to instr uct ions that you or your company have established. This typ e of call is simil ar to a Callb ac k to the attendant. Th e called pers[...]

Hand li ng ca ll s 53 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide Making a cal l from the att endant’s extension As the at tendant, you can call any extension within th e company as well as any outs ide number . The teleph one number you type in the Target bo x does no t require s pecial characte rs such as a h y phen, a pare nthesis, a blan[...]

54 Handli ng cal ls Norsta r PC Console 1 .1 User Guide P088 7496 01 Managing calls at the em ployee’s telephone Norstar P C Console h as features which allow the employ ees to a lso manage t heir ca lls from their telep hones. Once a cal l has been r outed to a n e xtensio n, a low-lev el audible tone aler ts the c alled pe rson they hav e an in[...]

Hand li ng ca ll s 55 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide By looking at the caller ’ s name or Calle r ID name in the displ a y area of the Norstar telepho ne, the ca lled perso n decide s to join the ca ller with th e current ca ll. T o send the call to the attendan t who asks the caller i f they want to interru pt: 1. Press the Int[...]

56 Handli ng cal ls Norsta r PC Console 1 .1 User Guide P088 7496 01[...]

P0887496 01 Norst ar PC Conso le 1.1 Use r Guide Maintaining caller and employee informatio n Norstar P C Console m anages both c aller and employ ee inform ation. Maintain ing caller information When your comp any is called , inf or mation about the cal ler av a ilable from the No rstar PC Console d atabase a ppears in th e Caller Information grou[...]

58 Mai ntaining caller and employee inf or mation Norsta r PC Console 1 .1 User Guide P088 7496 01 3. Click . This clears all bo xes in t he Edit Caller I nformation dialo g bo x and allows you to creat e a new caller r ecord. 4. In the Name b o x, type the c aller’ s na me in the for mat last name first , space, then f irst name. 5. In the Calle[...]

Maintai ning calle r and emp lo yee infor mation 59 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide T o create a new caller reco rd when th ere are no a ctiv e calls : 1. Click Edit in th e Caller Information group bo x. The E dit Caller Information d ialog box appears. 2. Press New Caller . A new blank cal ler record is created with a new Record [...]

60 Mai ntaining caller and employee inf or mation Norsta r PC Console 1 .1 User Guide P088 7496 01 Finding and editi ng caller information Caller i nf or mation c an be edit ed at any ti me and the changes can be saved. T o find ca ller in f or m ation: 1. Click Edit i n the Caller Infor mation group box on the At tendant mai n window . The Edit Ca[...]

Maintai ning calle r and emp lo yee infor mation 61 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide Note : If you answ er a cal l and then op en the E dit Caller Information dialog b o x witho ut first se lecting a name f rom the Name box list, you must click Edit twi ce. T o delete a n e xisting c aller record: 1. Click Edit in th e Caller Inform[...]

62 Mai ntaining caller and employee inf or mation Norsta r PC Console 1 .1 User Guide P088 7496 01 T o sor t a column of informat ion in the Directo r y: 1. Click the tab for the view you want to sor t, either Full , Select ed or Assigned . Informati on in the BLF tab view appear s in the same or der you selecte d for Full vie w . 2. Using the m ou[...]

Maintai ning calle r and emp lo yee infor mation 63 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide 3. In the Name b o x, t ype the first l etter or letters of the employee’ s l ast name. Note : If the employee’ s first name is use d instead of their last nam e, type the fi rst letter or letters of the emp lo yee’ s first name. 4. Click OK o[...]

64 Mai ntaining caller and employee inf or mation Norsta r PC Console 1 .1 User Guide P088 7496 01 T o search by dep ar tment: Note: A depar tment sear ch takes pri ority over a name s earch. 1. Click the down arrow of t he Department b o x in th e Directory group box. A list of d epar t- ments tha t are assoc iated with e xte nsions appear in th e[...]

Maintai ning calle r and emp lo yee infor mation 65 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide T o add or c hange an e xten sion: 1. In any Directory t ab view ( Full , BLF , Select ed or Assigned ) , click the extension in the Directory list about which you wi sh to cha nge or add in f o rm ation. 2. Cl ick in the Directory group bo x . The [...]

66 Mai ntaining caller and employee inf or mation Norsta r PC Console 1 .1 User Guide P088 7496 01 Using the Make Caller butt on This func tion is use d when an em plo yee calls from a custom er’ s offic e. T o assig n the name o f an employee to a caller r ecord: 1. Select th e employ ee's extension in the Directory (or ent er the empl o ye[...]

Maintai ning calle r and emp lo yee infor mation 67 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide Note : F or a blank Note box, delete what is in the Note bo x then press En ter . T o sav e e mploy ee edit c hanges: 1. Cl ick in the Edit Employee Information d ialog box. The changes m ade to the box es i n the Edit Employe e Information dialog b[...]

68 Mai ntaining caller and employee inf or mation Norsta r PC Console 1 .1 User Guide P088 7496 01[...]

P0887496 01 Norst ar PC Conso le 1.1 Use r Guide Generating reports Norstar P C Console a utomaticall y collec ts informa tion about incomin g calls and trac k s how calls are proces sed. Th is impor tant in f or m ation is available through Repor ts to he lp spot trends a nd provide answers to questio ns before they become pr oblems. Repor ts prov[...]

70 Ge nerating repo r ts Norsta r PC Console 1 .1 User Guide P088749 6 01 Calls to Employees report The Call s to Emp lo yee re por t sh ows the type of calls e mploy ees are receiv ing over a defined time p eriod. Th is repor t can s pot call er abuse such a s too ma ny personal calls a nd misdir ected call s, such as ca lls from c ustomers rou te[...]

Generating re por t s 71 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide Working with the Reports window Y ou can get to the Norstar PC Console Reports window by clicking on Tools o n the Attenda nt main menu an d then cho osing Reports . The Reports windo w co nsists of Da tabase , Information , Period and Employe es group box es and a r epor t v[...]

72 Ge nerating repo r ts Norsta r PC Console 1 .1 User Guide P088749 6 01 Period group box Note :T h e Period group bo x is ac tiv e provided a v alid dat abase is sele cted and a Repor t T y pe is s elected that requir es a Repor t P er iod to be de fined. opens th e One Week dialog box from w hich you can speci fy a repor t period wi th a duratio[...]

Generating re por t s 73 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide Employ ees and cust omers group boxes Y ou can use these box e s to choo se cust omers or e mploy ees f or which a rep or t is to b e generated. All and Select option buttons The Custo mer a nd Employees group ar eas contain : Note: The All and Se lect buttons for Employees o[...]

74 Ge nerating repo r ts Norsta r PC Console 1 .1 User Guide P088749 6 01 Customers and Employees Selec tion dialog box The Custo mer and Employee Selection dia log box es a re where you can choose whi ch Employ e es or Custom ers to i nclude in a repor t. The program rec ords which it ems were s elected in th is dial og the last ti me you created [...]

Generating re por t s 75 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide T o poin t to a databa se usin g Select : 1. Click Select . Th e Open dialog box appear s. 2. Click the Look in box. 3. In the d rop-down li st, loca te and cli ck Hard drive (C:) , then cl ick Program Files . 4. Do uble-c lick the f ollowin g fo lders: Nortel , Norstar PC Co[...]

76 Ge nerating repo r ts Norsta r PC Console 1 .1 User Guide P088749 6 01 Set ting the re po r t perio d Some rep or ts requi re a repor t per iod . The repor t pe riod defi nes the tim e span for which data is consid ered. If the repor t type ch osen does n ot require a repor t per iod, the Period group b o x i s inactive. The repor t peri od begi[...]

Generating re por t s 77 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide T o cancel a selecti on you made, press the Esc ke y or clic k Cancel . The Period grou p bo x informati on is not changed. Clearing a date A date ca n be clea red by deleting t he content s of the ed it bo x. A c leared edi t bo x does not count as a date, and thus doe s not[...]

78 Ge nerating repo r ts Norsta r PC Console 1 .1 User Guide P088749 6 01 Create Report bu tton When all the data ne eded to cr eate a r epor t has b een provided i n the other r epor t contr ols, becomes a vaila b le. T o create a repor t: 1. Click . This star ts the repor t generation p rocess. 2. The Repo r ting Anim ation ic on, just to the lef[...]

Generating re por t s 79 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide Printing a report Once a repo r t has be en created and is in the Report Viewing area , be comes ava i la bl e . T o pri nt a repor t: 1. Click . This pr ints the r epor t to the default prin ter .The default print er can be changed f rom the P rin ters f olde r . It can be r[...]

80 Ge nerating repo r ts Norsta r PC Console 1 .1 User Guide P088749 6 01[...]

P0887496 01 Norst ar PC Conso le 1.1 Use r Guide Glossary Assistant attendant The assista nt atten dant is the tel ephone att endant w ho provides call cov e rage f o r specifi c employee(s). Backup attendant The Backup attenda nt receives calls wh en the mai n attendant is not available . The main attendant u ses the Out button on the Attendant m [...]

82 Glos sar y Norsta r PC Console 1 .1 User Guide P088749 6 01 External call Exter nal call is a c all or igina ting from outside your company’ s voice m ail syste m. ICS - Norstar Integrated Communications System ICS is th e Norstar key system that Norstar PC Console i s conne cted to . T w o types o f Norstar ICS are M odular IC S (MICS) an d C[...]

Glossa r y 83 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide Ove rfl ow a tten dant The ov erflow atten dant receives incoming c alls when th ere are more than s ix active calls at the main atten dant’ s PC. PC P ersona l Computer Serve r prog ram The Norsta r PC Consol e Ser ver program suppor ts the A ttendant pro gram residing i n the PC. Sh[...]

84 Glos sar y Norsta r PC Console 1 .1 User Guide P088749 6 01[...]

P0887496 01 Norst ar PC Conso le 1.1 Use r Guide Index 1st Contact  26 2nd Contac t  26 3rd Conta ct  26 A About Norst ar PC Consol e  29 Active Call  31 Adding n otes to emp loyee rec ords  66 All and Select op tion b uttons  73 All butto n  73 All ext ensions  16 All ext ensions box  19 Answe r next  27 Ans wer in[...]

86 Index Norsta r PC Console 1 .1 User Guide P088749 6 01 Conf igurin g Attendant pr ogr am  12 ConsoleS erver.mdb  75 Contactin g employ ees using V oice Call  50 Contacts box  33, 37 Contacts group box  43 Conv ention s  2 Copy  24 Creating a ne w caller recor d  57 CTA  81 Cut  24 D Departmen t box  37, 45 Dial D[...]

Index 87 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide H Handling a Callb ack call Call bac k call  51 Handli ng ca lls  41 Help file  29 Help menu  29 Hide Loop Butt ons  25 Hold  27, 48 placing and retrie ving calls  48 Hold button  32 Hunt Gr oup  40 I I am Out  15 ICS  82 In  29 In and Ou t buttons  30 [...]

88 Index Norsta r PC Console 1 .1 User Guide P088749 6 01 R Record N umber box  37 Red Loop bu tton  31 Redire ct calls t o  15, 16, 17 Release  27 Release b utton  32 Reports  7, 25 All butto n  73 calls by cu stomer s  69 calls to employ ees  70 Customer /Employee b utton  73 Database g roup box  71 extension d ir[...]

Index 89 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide V View menu  25 View Park ed button  30 View Par ked Call s  48 Visual call ann ouncing  6 VM Transfer bu tton  19 Voice C all  30 Voice c all  28 Voice Ca ll button  50 Voice M ail box  37 W Windows operating s ystem  5 Words and color s on a Lo op button  3[...]