Nortel Networks P0887496 Manuel d'utilisateur

1-800-4 NORTELwww.nortel.com/norstarNorstar is a trademark of Northern TelecomP0887496 01Printed in CanadaNorstar is a trademark of Northern Telecom©

4 Introduction to Norstar PC ConsoleNorstar PC Console 1.1 User Guide P0887496 01• transfer a call to voice mail• link transfer• park a call and page

P0887496 01 Norstar PC Console 1.1 User GuideUnderstanding Norstar PC ConsoleNorstar PC Console is a client/server software application that consists

6 Understanding Norstar PC ConsoleNorstar PC Console 1.1 User Guide P0887496 01Reports programThe Reports program provides information about incoming

Understanding Norstar PC Console 7P0887496 01 Norstar PC Console 1.1 User GuideAttractiveness of PC compatibilityNorstar PC Console has combined telec

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

P0887496 01 Norstar PC Console 1.1 User GuideGetting startedOnce your Norstar PC Console system is set up and checked by the installer or system admin

10 Getting startedNorstar PC Console 1.1 User Guide P0887496 01Shutting down the Server programWe recommend that you leave the Server program running

Getting started 11P0887496 01 Norstar PC Console 1.1 User GuideMinimizing and maximizing the Attendant main windowThe Attendant main window can be min

12 Getting startedNorstar PC Console 1.1 User Guide P0887496 01Initializing and configuring the Attendant programEach PC that has the Attendant progra

Getting started 13P0887496 01 Norstar PC Console 1.1 User Guide7. Click Close. The Norstar PC Console Attendant window main window appears. 8. As soon

14 Getting startedNorstar PC Console 1.1 User Guide P0887496 01Once the settings are completed, the Attendant program displays all incoming calls to t

Getting started 15P0887496 01 Norstar PC Console 1.1 User GuideWhen the attendant needs to leave the position, the backup attendant position can be ac

16 Getting startedNorstar PC Console 1.1 User Guide P0887496 01To define the overflow extension:1. On the Options tab on the Options dialog box, click

Getting started 17P0887496 01 Norstar PC Console 1.1 User GuideSetting up other attendant featuresAttendant features for the different setups are conf

18 Getting startedNorstar PC Console 1.1 User Guide P0887496 01Notifying the attendant of incoming callsThere are two ways an attendant can be notifie

Getting started 19P0887496 01 Norstar PC Console 1.1 User GuideSetting the Attendant Selected optionIn addition to the Full tab in the Directory group

20 Getting startedNorstar PC Console 1.1 User Guide P0887496 01

P0887496 01 Norstar PC Console 1.1 User GuideWorking with the Attendant main windowThis section explains how to use the buttons and group boxes on the

22 Working with the Attendant main windowNorstar PC Console 1.1 User Guide P0887496 01Title barThe title bar is located at the top of the Attendant ma

Working with the Attendant main window 23P0887496 01 Norstar PC Console 1.1 User GuideDirectory group boxThe Directory group box, located at the botto

P0887496 01 Norstar PC Console 1.1 User GuideTable of contentsChapter 1 Introduction to Norstar PC Console 1About this guide 1Conventions 2Naming o

24 Working with the Attendant main windowNorstar PC Console 1.1 User Guide P0887496 01Using the menu bar The menu bar displays the drop-down menus ava

Working with the Attendant main window 25P0887496 01 Norstar PC Console 1.1 User GuideView menuThe View menu commands are:Tools menuThe Tools menu com

26 Working with the Attendant main windowNorstar PC Console 1.1 User Guide P0887496 01Transfer menuThe Transfer menu commands are:Options…opens the Op

Working with the Attendant main window 27P0887496 01 Norstar PC Console 1.1 User GuideCaller menuThe Caller menu commands are:Transfer to Targettransf

28 Working with the Attendant main windowNorstar PC Console 1.1 User Guide P0887496 01Target menuThe Target menu commands are:Join Callerconnects two

Working with the Attendant main window 29P0887496 01 Norstar PC Console 1.1 User GuideAttendant menuThe Attendant menu commands are:Help menuThe Help

30 Working with the Attendant main windowNorstar PC Console 1.1 User Guide P0887496 01The toolbar contains the following:.The IN and OUT buttons are u

Working with the Attendant main window 31P0887496 01 Norstar PC Console 1.1 User GuideA total of six Loop buttons, labeled F1 to F6, are located on th

32 Working with the Attendant main windowNorstar PC Console 1.1 User Guide P0887496 01Using the Caller Information group boxThe Caller Information gro

Working with the Attendant main window 33P0887496 01 Norstar PC Console 1.1 User GuideThe Edit Caller Information dialog boxThis dialog box is display

ii Norstar PC Console 1.1 User Guide P0887496 01Using the menu bar 24File menu 24Edit menu 24View menu 25Tools menu 25Transfer menu 26Caller menu

34 Working with the Attendant main windowNorstar PC Console 1.1 User Guide P0887496 01 The following buttons appear in the Edit Caller Information dia

Working with the Attendant main window 35P0887496 01 Norstar PC Console 1.1 User GuideThe following buttons appear in the call processing area: Using

36 Working with the Attendant main windowNorstar PC Console 1.1 User Guide P0887496 01Search and edit functions in the Directory group boxThe buttons

Working with the Attendant main window 37P0887496 01 Norstar PC Console 1.1 User GuideThe Edit Employee Information dialog box.This dialog box appears

38 Working with the Attendant main windowNorstar PC Console 1.1 User Guide P0887496 01The following buttons appear in the Edit Employee Information di

Working with the Attendant main window 39P0887496 01 Norstar PC Console 1.1 User GuideDirectory list employee and extension informationEach one of the

40 Working with the Attendant main windowNorstar PC Console 1.1 User Guide P0887496 01The remainder of the columns in the Directory list are labeled a

P0887496 01 Norstar PC Console 1.1 User GuideHandling callsWith Norstar PC Console, you can manage calls using either your PC’s mouse or the keyboard.

42 Handling callsNorstar PC Console 1.1 User Guide P0887496 01A new incoming call is indicated by a yellow Loop button that displays the word Ringing.

Handling calls 43P0887496 01 Norstar PC Console 1.1 User Guide2. Answer the call with your company greeting and determine from the caller to whom they

iiiP0887496 01 Norstar PC Console 1.1 User GuideChapter 7 Generating reports 69Report types 69Calls by Customers report 69Calls to Employees repor

44 Handling callsNorstar PC Console 1.1 User Guide P0887496 01Using the Directory tab viewsThe tab view area in the Directory group box contains vario

Handling calls 45P0887496 01 Norstar PC Console 1.1 User GuideUsing the Department boxYou can search for a name by department on the Full tab using th

46 Handling callsNorstar PC Console 1.1 User Guide P0887496 01To transfer using the Target box:1. Make sure the extension in the Target box is correct

Handling calls 47P0887496 01 Norstar PC Console 1.1 User GuideParking, holding and screening callsNorstar PC Console provides you with the capability

48 Handling callsNorstar PC Console 1.1 User Guide P0887496 01To retrieve a parked call:1. On the Caller menu, click View Parked Calls.2. Select the p

Handling calls 49P0887496 01 Norstar PC Console 1.1 User Guide3. When the active call is placed on hold, the Loop button label changes to Hold and the

50 Handling callsNorstar PC Console 1.1 User Guide P0887496 01Contacting employees using Voice CallThis feature can be used as an intercom to talk dir

Handling calls 51P0887496 01 Norstar PC Console 1.1 User Guide3. Click . The Loop button label shows Active, and the number in the Target box is tone

52 Handling callsNorstar PC Console 1.1 User Guide P0887496 01Responding to a callback that a called party returnedA call that the called person elect

Handling calls 53P0887496 01 Norstar PC Console 1.1 User GuideMaking a call from the attendant’s extensionAs the attendant, you can call any extension

iv Norstar PC Console 1.1 User Guide P0887496 01

54 Handling callsNorstar PC Console 1.1 User Guide P0887496 01Managing calls at the employee’s telephoneNorstar PC Console has features which allow th

Handling calls 55P0887496 01 Norstar PC Console 1.1 User GuideBy looking at the caller’s name or Caller ID name in the display area of the Norstar tel

56 Handling callsNorstar PC Console 1.1 User Guide P0887496 01

P0887496 01 Norstar PC Console 1.1 User GuideMaintaining caller and employee informationNorstar PC Console manages both caller and employee informatio

58 Maintaining caller and employee informationNorstar PC Console 1.1 User Guide P0887496 013. Click . This clears all boxes in the Edit Caller Inform

Maintaining caller and employee information 59P0887496 01 Norstar PC Console 1.1 User GuideTo create a new caller record when there are no active call

60 Maintaining caller and employee informationNorstar PC Console 1.1 User Guide P0887496 01Finding and editing caller informationCaller information ca

Maintaining caller and employee information 61P0887496 01 Norstar PC Console 1.1 User GuideNote: If you answer a call and then open the Edit Caller In

62 Maintaining caller and employee informationNorstar PC Console 1.1 User Guide P0887496 01To sort a column of information in the Directory:1. Click t

Maintaining caller and employee information 63P0887496 01 Norstar PC Console 1.1 User Guide3. In the Name box, type the first letter or letters of the

P0887496 01 Norstar PC Console 1.1 User GuideIntroduction to Norstar PC ConsoleNorstar PC Console is an application that provides centralized call man

64 Maintaining caller and employee informationNorstar PC Console 1.1 User Guide P0887496 01To search by department:Note:A department search takes prio

Maintaining caller and employee information 65P0887496 01 Norstar PC Console 1.1 User GuideTo add or change an extension:1. In any Directory tab view

66 Maintaining caller and employee informationNorstar PC Console 1.1 User Guide P0887496 01Using the Make Caller buttonThis function is used when an e

Maintaining caller and employee information 67P0887496 01 Norstar PC Console 1.1 User GuideNote: For a blank Note box, delete what is in the Note box

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

P0887496 01 Norstar PC Console 1.1 User GuideGenerating reportsNorstar PC Console automatically collects information about incoming calls and tracks h

70 Generating reportsNorstar PC Console 1.1 User Guide P0887496 01Calls to Employees reportThe Calls to Employee report shows the type of calls employ

Generating reports 71P0887496 01 Norstar PC Console 1.1 User GuideWorking with the Reports windowYou can get to the Norstar PC Console Reports window

72 Generating reportsNorstar PC Console 1.1 User Guide P0887496 01Period group boxNote:The Period group box is active provided a valid database is sel

Generating reports 73P0887496 01 Norstar PC Console 1.1 User GuideEmployees and customers group boxesYou can use these boxes to choose customers or em

2 Introduction to Norstar PC ConsoleNorstar PC Console 1.1 User Guide P0887496 01ConventionsNaming of window componentsRefer to Components of the Atte

74 Generating reportsNorstar PC Console 1.1 User Guide P0887496 01Customers and Employees Selection dialog boxThe Customer and Employee Selection dial

Generating reports 75P0887496 01 Norstar PC Console 1.1 User GuideTo point to a database using Select:1. Click Select. The Open dialog box appears.2.

76 Generating reportsNorstar PC Console 1.1 User Guide P0887496 01Setting the report periodSome reports require a report period. The report period def

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

78 Generating reportsNorstar PC Console 1.1 User Guide P0887496 01Create Report buttonWhen all the data needed to create a report has been provided in

Generating reports 79P0887496 01 Norstar PC Console 1.1 User GuidePrinting a reportOnce a report has been created and is in the Report Viewing area,

80 Generating reportsNorstar PC Console 1.1 User Guide P0887496 01

P0887496 01 Norstar PC Console 1.1 User GuideGlossaryAssistant attendant The assistant attendant is the telephone attendant who provides call coverage

82 GlossaryNorstar PC Console 1.1 User Guide P0887496 01External callExternal call is a call originating from outside your company’s voice mail system

Glossary 83P0887496 01 Norstar PC Console 1.1 User GuideOverflow attendantThe overflow attendant receives incoming calls when there are more than six

Introduction to Norstar PC Console 3P0887496 01 Norstar PC Console 1.1 User GuideShortcut keys defined on the menusShortcut key combinations are indic

84 GlossaryNorstar PC Console 1.1 User Guide P0887496 01

P0887496 01 Norstar PC Console 1.1 User GuideIndex1st Contact 262nd Contact 263rd Contact 26AAbout Norstar PC Console29Active Call31Adding notes

86 IndexNorstar PC Console 1.1 User Guide P0887496 01ConfiguringAttendant program12ConsoleServer.mdb75Contacting employees using Voice Call50Contac

Index 87P0887496 01 Norstar PC Console 1.1 User GuideHHandling a Callback callCallback call51Handling calls41Help file29Help menu29Hide Loop Butto

88 IndexNorstar PC Console 1.1 User Guide P0887496 01RRecord Number box37Red Loop button31Redirect calls to15, 16, 17Release27Release button32Rep

Index 89P0887496 01 Norstar PC Console 1.1 User GuideVView menu25View Parked button30View Parked Calls48Visual call announcing6VM Transfer button