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Norstar PC Console 1.1
User Guide
Norstar is a trademark of Northern Telecom
© Copyright Northern Telecom 1998
1-800-4 NORTEL
www.nortel.com/norstar
Norstar is a trademark of Northern Telecom
P0887496 01
Printed in Canada
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Table of contents Chapter 1 Introduction to Norstar PC Console 1 About this guide 1 Conventions 2 Naming of window components 2 Using the keyboard to navigate around Norstar PC Console 2 Processing a call with right-click mouse capability 3 References 4 Chapter 2 Understanding Norstar PC Console 5 Server program 5 Attendant program 5 Reports program 6 Norstar PC Console features 6 Easy to use, time saving Graphical User Interface (GUI) 6 Advanced software capabilities 6 Attractiveness of PC comp
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ii Using the menu bar 24 File menu 24 Edit menu 24 View menu 25 Tools menu 25 Transfer menu 26 Caller menu 27 Target menu 28 Attendant menu 29 Help menu 29 Using the toolbar 29 Using the Caller Information group box 32 Using the call processing area 34 Using the Directory group box 35 Search and edit functions in the Directory group box 36 Directory list 38 Chapter 5 Handling calls 41 Answering calls as an attendant 41 Finding the called person’s extension and placing it in the Target box 43 U
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iii Chapter 7 Generating reports 69 Report types 69 Calls by Customers report 69 Calls to Employees report 70 Extension Directory report 70 Working with the Reports window 71 Database group box 71 Information group box 71 Period group box 72 Employees and customers group boxes 73 Creating and viewing reports 74 Selecting the database 74 Selecting a report type 75 Setting the report period 76 Selecting employees and customers for the report 77 Create Report button 78 Viewing the report you gener
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iv Norstar PC Console 1.1 User Guide P0887496 01
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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 man- agement requirements. A telephone attendant uses the graphical user interface to: •originate calls • answer an
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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 describes how you enter, edit and maintain caller information and employee information. Generating reports focuses on how to use the Norstar PC Console Reports program to generate and customize various reports. Glossary defines terms and acronyms used in this guide that are relevant to Norst
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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 Ctrl key is with another key, make sure to hold the key down while pressing the second key in the combination. The additional shortcut keys are as follows. In the Edit menu: Cut Ctrl +X Copy Ctrl+C Paste Ctrl+V Dial Paste Ctrl +D Transfer Paste Ctrl +T Transfer In the menu: 1st Contact F9 2nd Contact F10 3rd Contact F11 Transfer t
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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: Directory 1. Position the cursor on a name or extension in the 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. References As a Norstar PC Console attendant, you may need to refer to the Norstar PC Console Inst
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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. Refer to Reports program on page 6 Server program The Server program communicates with your Norstar Integrated Communication System (ICS) initiating Norstar te
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6 Understanding Norstar PC Console Reports program The Reports program provides information about incoming calls to your company. Reports can help you identify trends and find answers to questions before they become problems. You can request a report from any PC with an Attendant program and view the report in the Reports window or print it on an attached printer. Norstar PC Console features There are many features and benefits associated with Norstar PC Console. Easy to use, time saving Grap
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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 impor- tant 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. If you want to add more attendant positions as the company grows
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8 Understanding Norstar PC Console Norstar PC Console 1.1 User Guide P0887496 01
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10 Getting started Shutting down the Server program We recommend that you leave the Server program running at all times. In the event you must shut it down, perform the following steps. To shutdown the Server program: 1. On the Server PC, click the Norstar PC Console Server 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. The Norstar
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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, , on the taskbar. Shutting down the Attendant program To shutdown the Attendant program: 1. Click File and then click Exit. The At
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12 Getting started Initializing and configuring the Attendant program Each PC that has the Attendant program installed must be set up to handle calls either as a full-time main attendant, part-time main attendant, backup attendant, overflow attendant or assistant attendant. Starting the Attendant program for the first time Now that the Server program is set up and operational, the Attendant program can be started and set up. To start and set up the Attendant program: 1. On the Windows taskbar
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Getting started 13 Close Norstar PC Console Attendant 7. Click . The 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. When the setup is complete,
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14 Getting started Once the settings are completed, the Attendant program displays all incoming calls to the Ringing Loop attendant’s telephone which appear on the Attendant main window as a yellow button. If the attendant’s telephone has been programmed to receive all incoming calls for the company, that is as a main attendant, then the Norstar PC Console Attendant program now also displays those calls. In order to receive and make calls properly, the Attendant program requires that an ext
