Norstar PC Console 1.1 User Guide Norstar is a trademark of Northern Telecom © Copyright Northern Telecom 1998 1-800-4 NORTEL www.nortel.
Table of contents Chapter 1 Chapter 2 Chapter 3 Chapter 4 P0887496 01 Introduction to Norstar PC Console 1 About this guide Conventions Naming of window components Using the keyboard to navigate around Norstar PC Console Processing a call with right-click mouse capability References 1 2 2 2 3 4 Understanding Norstar PC Console 5 Server program Attendant program Reports program Norstar PC Console features Easy to use, time saving Graphical User Interface (GUI) Advanced software capabilities Attrac
ii Chapter 5 Chapter 6 Using the menu bar File menu Edit menu View menu Tools menu Transfer menu Caller menu Target menu Attendant menu Help menu Using the toolbar Using the Caller Information group box Using the call processing area Using the Directory group box 35 Search and edit functions in the Directory group box Directory list 36 38 Handling calls 41 Answering calls as an attendant Finding the called person’s extension and placing it in the Target box Using the Contacts group box Using the Dire
iii Chapter 7 P0887496 01 Generating reports 69 Report types Calls by Customers report Calls to Employees report Extension Directory report Working with the Reports window Database group box Information group box Period group box Employees and customers group boxes Creating and viewing reports Selecting the database Selecting a report type Setting the report period Selecting employees and customers for the report Create Report button Viewing the report you generated Printing a report 69 69 70 70 71 71
iv Norstar PC Console 1.
Introduction to Norstar PC Console 1 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.
2 Introduction to Norstar PC Console Handling calls explains how an attendant answers and directs incoming calls and how a person being called answers and manages calls. Maintaining Caller and Employee information describes how you enter, edit and maintain caller and employee information. Generating reports focuses on how to use the Norstar PC Console Reports program to generate and customize various reports.
Introduction to Norstar PC Console 3 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 in the combination. The additional shortcut keys are as follows.
4 Introduction to Norstar PC Console • transfer a call to voice mail • link transfer • park a call and page an employee • camp a call on an extension To use right-click mouse capability: 1. Position the cursor on a name or extension in the Directory group box and right-click the mouse. A drop-down list of call options appears. 2. Click (left- or right-click) one of the call processing options.
Understanding Norstar PC Console 2 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 5 • Attendant program. Refer to Attendant program on page 5 • Reports program.
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.
Understanding Norstar PC Console 7 Reports 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. Ability to handle growth A one-time purchase of Norstar PC Console is often all that is ever needed.
8 Understanding Norstar PC Console Norstar PC Console 1.
3 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 on page 12. Starting the Server program You must start the Server program before the Attendant program. To start the Server program: 1.
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 button on the taskbar to restore the Norstar PC Console Server window (if it is not already open). 2. Click File and then click Exit. A dialog box appears asking if you want to close the Server. 3. Click Yes.
Getting started 11 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 window minimizes. To maximize or re-open the Attendant main window: 1. Click the Norstar PC Console Attendant button, taskbar. , on the Shutting down the Attendant program To shutdown the Attendant program: 1. Click File and then click Exit.
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.
Getting started 13 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 main window. The Attendant program obtains setup information from the Server program. As this happens, the individual Norstar telephone extensions appear in the Directory group box on the Attendant main window.
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.
Getting started 15 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 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.
16 Getting started 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 redirect calls when all of the main attendant’s Loop buttons are busy with calls. Assistant attendant setup An assistant attendant provides call coverage for one or more extensions in the system.
Getting started 17 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 dialog box first opens. It is divided up into the following group boxes. Group box Description Pop “Call Notification” dialog box when sets the Call Notification dialog box to pop onto the screen.
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 with a Call Notification 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.
Getting started 19 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 particularly useful when the attendant’s incoming calls are directed to a limited number of extensions. To display selected extensions in the Directory group box of the Attendant main window: 1. Click Tools in the Main menu then click Options. 2.
20 Getting started Norstar PC Console 1.
Working with the Attendant main window 4 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.
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 Minimize, Maximize and Close buttons.
Working with the Attendant main window 23 Directory group box The Directory group box, located at the bottom of the Attendant main window, consists of three parts: Directory list displays four different tabbed views of extension information such as name, extension, notes and department. From here you can select a name and number to appear in the Target box. The Directory list also indicates telephone status icon and person status icon.
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.
Working with the Attendant main window 25 Transfer Paste transfers a call to the number in the Clipboard. Caller Information... opens the Edit Caller Information dialog box. The Edit button in the Caller Information group box performs the same function. Refer to The Edit Caller Information dialog box on page 33 and Maintaining caller information on page 57. Employee Information... opens the Edit Employee Information dialog box. The Edit button in the Directory group box performs the same function.
26 Working with the Attendant main window 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 for making the Norstar PC Console Attendant main window appear, and select the conditions for call redirection. The Assigned tab: allows you to choose extensions to appear in the Assigned tab contained in the Directory group box on the Attendant main window.
Working with the Attendant main window 27 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 of an active call to the extension number in the Target box. The caller is automatically put onhold when the Screen Transfer menu option is clicked and then connected when you click Transfer Now in the Screen Transfer dialog box. The Screen button performs the same function.
28 Working with the Attendant main window 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 Parked Calls dialog box which displays all calls 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.
Working with the Attendant main window 29 Attendant menu The Attendant menu commands are: In acts as a toggle switch with the Out command. When checked, the attendant is in position to take calls. Out acts as a toggle switch with the In command. When 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.
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 be set in the Options dialog box which is accessed from the Tools menu. 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.
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 answer a call. Each Loop button represents a potential call in-progress. The color of a Loop button and the displayed word indicate the type of call activity occurring. Loop buttons can be hidden or displayed, depending on your preference. Click View and then Hide Loop Buttons.
32 Working with the Attendant main window 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 boxes by Norstar PC Console when a call is answered.
Working with the Attendant main window 33 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 Information dialog box contains the following boxes. Most are editable unless otherwise indicated. P0887496 01 • Name box contains the caller’s name. A first time caller name would be the Caller ID name provided by the telephone company.
34 Working with the Attendant main window The following buttons appear in the Edit Caller Information dialog box: saves the caller record displayed in the boxes of the Edit Caller Information dialog box to the database. closes the Edit Caller Information dialog box without saving the changes to the record. opens the Find dialog box in the Edit Caller Information dialog box. creates a blank caller record which you can fill in. creates a new name caller record using an existing caller record.
Working with the Attendant main window 35 The Target box is used to enter the extension or telephone number to be called. The following buttons appear in the call processing area: transfers the active call to the extension number in the Target box. screens a call transfer of an active call to the extension number in the Target box. Click Screen and the caller is automatically put on hold. The caller is connected to the Target extension when you click Transfer Now in the Screen Transfer dialog box.
36 Working with the Attendant main window 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. 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 Directory list. The available options are: None, Not at Desk, and Out of Office, .
Working with the Attendant main window 37 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 further information, refer to Maintaining employee information on page 61.
38 Working with the Attendant main window The following buttons appear in the Edit Employee Information dialog box: saves the employee information displayed to the database. closes the window without saving the record. opens the Find dialog box in the Edit Employee Information dialog box. Refer to Maintaining employee information on page 61 creates a new name for the extension and leaves all other boxes unchanged.
Working with the Attendant main window 39 BLF 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 Voice 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. Assigned displays specific extensions for which an assistant attendant is responsible.
40 Working with the Attendant main window Available for calls Do Not Disturb Call Forwarded On-hook Off-hook Note: 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. The remainder of the columns in the Directory list are labeled as follows: Name is the first labeled column on the left and contains the names of employees.
5 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 that your hands are free to enter information on your PC. The basic steps in processing an incoming call with Norstar PC Console include: answering a call. Refer to Answering calls as an attendant on page 41.
42 Handling calls 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 Loop button, (F1 in the example) designates the function key on the PC keyboard that relates to the ringing Loop button. • A timer, found above the Loop button, indicates in minutes and seconds how long the call has been active.
Handling calls 43 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: 1. Click .
44 Handling calls 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 department of the employee being called in the list. The name and/or extension number now appears in the Target box. 3. Click Transfer. Using the Directory Find box Use the Directory Find box to search by name.
Handling calls 45 Using the Department box You can search for a name by department 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 extensions appears in the drop down list. Note: Department names for each extension are created in the Edit Employee Information dialog box. 2. Click a department name from the drop-down list and the department name appears in the Department box. 3. Click Find.
46 Handling calls 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 in the Target box and pressing Enter. The call is then transferred to the displayed extension. To transfer using the Directory group box list: 1. Scroll through the Directory list.
Handling calls 47 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.
48 Handling calls 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 box. 3. Click Retrieve. To view all parked calls that are still in park: 1. On the Caller menu, click View Parked Calls.
Handling calls 49 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 extension in the Target box, click . When the active call is camped on the Target box extension (placed on hold at the Target extension), the Loop button becomes idle. 2.
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 Voice Call button: 1. Position the cursor in the Target box and type or enter the extension of the employee. 2. On the toolbar, click . 3. You may now speak to the employee through the speaker in their telephone.
Handling calls 51 . The Loop button label shows Active, and the number in the Target 3. Click 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 call is finished, click Release to disconnect from the call. Note: To disable the Link Transfer button, open the Options dialog box on the Tools menu and select the Disable Link Transfer Option button.
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.
Handling calls 53 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 hyphen, a parenthesis, a blank space or a comma (special characters are ignored).
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.
Handling calls 55 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: 1. Press the IntAct display button. This delivers a pre-set message to the attendant who asks the caller if they want to interrupt the employee. 2. If yes, the attendant transfers the call back to the employee. 3.
56 Handling calls Norstar PC Console 1.
Maintaining caller and employee information 6 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 Caller Information group box of the Attendant main window.
58 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 Company box, type the caller’s company’s name. 7.
Maintaining caller and employee information 59 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 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.
60 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 Edit in the Caller Information group box on the Attendant main window. The Edit Caller Information dialog box appears. . The Find dialog box appears. 2. Click The Find dialog box is used to find a caller’s name in the database. When the Find dialog box opens, the cursor is in the Name box. 3.
Maintaining caller and employee information 61 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 Edit in the Caller Information group box on the Attendant main window. The Edit Caller Information dialog box appears. 2. Make sure the caller name you want to delete is displayed. 3. Click .
62 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 Full, Selected or Assigned. Information in the BLF tab view appears in the same order you selected for Full view. 2. Using the mouse, position the cursor and click the column heading you want to sort, either Name, Ext, Notes or Department.
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 Enter. The Find dialog box closes. All matching names are displayed in the Name box of the Edit Employee Information dialog box. If there is more than one name, a drop down list appears below the Name box.
64 Maintaining caller and employee information 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 departments that are associated with extensions appear in the drop down list. The name of the department for each extension is created in the Edit Employee Information dialog box. 2. Click the department name from the drop down list and the department name appears in the Department box. 3.
Maintaining caller and employee information 65 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 Directory group box. The Edit Employee Information dialog box 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.
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 Directory (or enter the employee’s extension number in the Target box) 2. Click . The name of the employee is now assigned to the caller record and is not saved as a customer record.
Maintaining caller and employee information 67 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 Employee Information dialog box for the employee highlighted in the Directory list is saved to the database. After clicking Save, the Edit Employee Information dialog box remains open.
68 Maintaining caller and employee information Norstar PC Console 1.
Generating reports 7 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 become problems.
70 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.
Generating reports 71 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 Employees group boxes and a report viewing area. The menu bar across the top of the Reports window includes standard File, Edit, View and Help menus. With the Create Report, Page <, Page > and Print buttons you can define the type of report you want to create.
72 Generating reports 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 Report Period to be defined. opens the One Week dialog box from which you can specify a report period with a duration of one week (Sunday through Saturday). opens the One Month dialog box. This dialog box is intended to allow easy selection of a Report Period consisting of an entire month. shows the date of the beginning of the report period.
Generating reports 73 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: used to generate a report that includes data for all members of the selected category (Employees or Customers). used to generate a report that includes data for only those members listed in the list box.
74 Generating reports 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 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.
Generating reports 75 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: Nortel, Norstar PC Console, Server, and ConsoleServerDB. 5. Click the filename ConsoleServer.mdb. 6. Click Open to connect to the selected file name. If this file is not a valid database, an error message appears.
76 Generating reports 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 report period, the Period group box is inactive. The report period begins on the From date and ends on and includes the To date. To enter the From and To dates: 1. Click on the From box and enter the date. The following are acceptable date formats. • June 5, 1997 • 6/5/1997 2. Press Enter. 3.
Generating reports 77 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 a date, and thus does not restrict the range of the other date by the above mentionedrule. Note: The To and From date edit boxes are active provided a valid database is selected and a Report Type is selected that requires a Report Period to be defined.
78 Generating reports 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 icon, just to the left of the button, begins moving, indicating that the report is running. The animation continues until the report is completed. Note: While it is running, the application cannot be closed.
Generating reports 79 Printing a report Once a report has been created and is in the Report Viewing area, available. becomes 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.
80 Generating reports Norstar PC Console 1.
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 Out button on the Attendant main window to direct calls to the backup attendant. BLF This is one of the Directory list tab views. It displays only the phone status and extensions of the employees.
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.
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.
84 Glossary Norstar PC Console 1.
Index 1st Contact 26 2nd Contact 26 3rd Contact 26 B Backup attendant 6, 14 BLF tab view 62 Blue Loop button 31 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 an attendant 41 Assigned box 16 Assigned extension rings 16, 18 Assigned tab Directory group box 16 Options dialog box 16 Assigned tab view 39 Assistant attendant 16, 81 Assistant Extension box
86 Index Configuring Attendant program 12 ConsoleServer.
Index 87 H N Handling a Callback call Callback call 51 Handling calls 41 Help file 29 Help menu 29 Hide Loop Buttons 25 Hold 27, 48 placing and retrieving calls 48 Hold button 32 Hunt Group 40 Name box 33, 37, 60 Networked model 82 New Caller button 59 New Name button 38 Norstar Integrated Communication System 82 Norstar PC Console About 1 Attendant button 18 Introduction 1 keyboard navigation 2 uses 1 Norstar PC Console Attendant window 13 Norstar PC Console features 6 Norstar PC Console Help 29 Norsta
88 Index R Record Number box 37 Red Loop button 31 Redirect calls to 15, 16, 17 Release 27 Release button 32 Reports 7, 25 All button 73 calls by customers 69 calls to employees 70 Customer/Employee button 73 Database group box 71 extension directory 70 generating 69 Information group box 71 Select button 73 setting the current database 75 types 69 working with 71 Reports program 6 Reports window 71 Resetting the Full tab view 64 Restore minimized Attendant screen when 17, 18 Restoring Attendant main windo
Index 89 V View menu 25 View Parked button 30 View Parked Calls 48 Visual call announcing 6 VM Transfer button 19 Voice Call 30 Voice call 28 Voice Call button 50 Voice Mail box 37 W Windows operating system 5 Words and colors on a Loop button 31 Working with report 71 Working with the Attendant main window 21 Working with the Directory list 61 Z ZIP/Postal Code box 37 P0887496 01 Norstar PC Console 1.
