NEC NCS Console 4.0 User manual

NCS Console
For NCS Ware Release 4.0
User Guide
Part No. 77000CON04
April 2001
Printed in the U.S.A. (2106)

WARNING!
Toll fraud is committed when individuals unlawfully gain access to customer
telecommunication systems. This is a criminal offense. Currently, we do not know of
any telecommunications system that is immune to this type of criminal activity. NEC
America will not accept liability for any damages, including long distance charges,
which result from unauthorized and/or unlawful use. Although NEC America has
designed security features into its products, it is your sole responsibility to use the
security features and to establish security practices within your company, including
training, security awareness, and call auditing.
NOTICE
While every effort has been made to ensure accuracy, NEC America will not be liable
fortechnicaloreditorialerrorsoromissionscontainedwithinthedocumentation.The
information contained in this documentation is subject to change without notice.
This documentation may be used only in accordance with the terms of the NEC
America License Agreement.
NEC America, Inc., Corporate Networks Group
4 Forest Parkway
Shelton, CT. 06484
Telephone: [phone]
Fax: [phone]
Web site: cng.nec.com
TRADEMARKS
NEC, NCS Serv, NCS Ware, Extended Caller ID, N-TeliTouch, NCS Link, NCS
Console, NCS Admin and N-TeliCall are trademarks or registered trademarks of
NEC.
All other brand names mentioned are trademarks or registered trademarks of their
respective manufacturers.
Copyright © NEC America 2001. All rights reserved.
Printed in U.S.A.
4502-0001-A1

Table of Contents
NCS Console 4.0 User Guide i
Contents
Warranty . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . iii
Before You Begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1
About NCS Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
New in Version 4.0. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Package Contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Before You Install NCS Console . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Installing NCS Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4
Extension Settings Apply to NCS Console . . . . . . . . . . . . . . . . . 5
About the NCS Console Main Window . . . . . . . . . . . . . . . . . . . . . . 6
Busy Lamp Field View (BLF tab) . . . . . . . . . . . . . . . . . . . . . . . . . . 8
All Extensions View (ALL tab) . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Trunk Status View (Trunk tab) . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Speed Dial View (SPEED tab) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Call States . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Keyboard Shortcuts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Mouse Shortcuts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Handling Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13
A General Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Headset or Hands Free Call Handling . . . . . . . . . . . . . . . . . . . . . . 13
Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Answering Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Answering Calls without Using the Phone Hand Set. . . . . . . . . 14
Answering Calls when You’re Already Connected . . . . . . . . . . 14
Answering Calls to Other Extensions. . . . . . . . . . . . . . . . . . . . . 15
Hanging-Up . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Hold and Hold Pending . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Transferring Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Blind Transfer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Supervised Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Table of Contents
ii NCS Console 4.0 User Guide
Transfer to Auto Attendant. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Transfer to Voice Mail. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
System Call Park . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Conference Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Overhead Paging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Configuring NCS Console Settings . . . . . . . . . . . . . . . . . . . . .22
Setting Your Extension Number . . . . . . . . . . . . . . . . . . . . . . . . 22
Setting the Auto Attendant Number. . . . . . . . . . . . . . . . . . . . . . 22
Setting NCS Console Behavior and Overhead Paging. . . . . . . . 23
Setting Speed Call List Entries. . . . . . . . . . . . . . . . . . . . . . . . . . 23
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .I

NCS Console 4.0 User Guide iii
Warranty
Coverage
NEC America warrants its hardware products to be free from defects in
material and workmanship during the warranty period. If a product proves
to be defective in material or workmanship during the warranty period,
NEC America will at its sole option repair, refund, or replace the product
with a like product.
How Long is the Warranty Effective
All NEC Americas’ NCS products are warranted for one (1) year for all
parts from the date of the first consumer purchase.
Who the Warranty Protects
This warranty is valid only for the first consumer purchaser.
What the Warranty Does Not Cover
1. Any product on which the serial number has been defaced,
modified or removed.
2. Damage, deterioration or malfunction resulting from:
a) Accident, misuse, neglect, fire, water, lightning, or other acts of
nature, unauthorized product modification, or failure to follow
instructions supplied with the product.
b) Repair or attempted repair by anyone not authorized by NEC.
c) Any damage of the product due to shipment.
d) Removal or installation of the product.
e) Causes external to the product, such as electric power fluctuations
or failure.
f) Use of supplies or parts not meeting NEC Americas’
specifications.
g) Normal wear and tear.
h) Any other cause which does not relate to a product defect.
3. Removal, installation, and set-up service charges.

Warranty
iv NCS Console 4.0 User Guide
Limitation of Liability
Except for personal injury, direct damages to tangible personal property
proximately caused by NEC America products and liability otherwise
expressly assumed in a written agreement signed by NEC, the liability of
NEC, its affiliates, suppliers, and authorized resellers for any claims,
losses, damages, or expenses from any cause whatsoever (including acts of
omission of third parties), regardless of the form of action, whether in
contract, tort or otherwise, shall not exceed an amount equal to the lesser of
the direct damages proven or the purchase price of the product. In no event
shall NEC America or its affiliates, suppliers, or authorized resellers be
liable for incidental, consequential or any other indirect loss or damage
(including lost profits or revenues) incurred in connection with the product.
This limitation of liability shall survive failure of the exclusive remedy set
forth in the limited warranty above.
Effect of State Law
This warranty gives you specific legal rights, and you may also have other
rights which vary from state to state. Some states do not allow limitations
on implied warranties and/or do not allow the exclusion of incidental or
consequential damages, so the above limitations and exclusions may not
apply to you.

About NCS Console
NCS Console 4.0 User Guide 1
Before You Begin
About NCS Console
NCS Console is an attendant console application for a client system or
personal computer running Microsoft Windows 95/98/2000 or Windows
NT (Server or Workstation) 4.0 with Service Pack 6a (or higher).
It connects to NEC’s NCS Serv, the telephony server, running NCS Ware
Release 4.0 or higher. This can simultaneously support up to three (3)
operators on the same NCS Serv system. However, you must purchase a
copy of NCS Console for each operator.
NCS Console provides the following call handling functions:
• Placing and answering calls
• Placing Calls on Hold
• Transferring Calls (Blind and Supervised Transfers)
• Transferring Calls to Voice Mail
• Transferring Calls to Auto Attendant
• Conference Calls (with up to six total parties)
• Parking Calls
• Accessing Overhead Paging, if that is available on your system
New in Version 4.0
• Incoming calls are displayed with the user name associated with
DNIS/DID numbers, if the name is assigned. If there is no name
assigned, the number itself is displayed.
• A trunk view displays the status of trunk lines, telling which are in use
and by whom.
• Extension status views are updated for users logging on or off in real
time and automatically.
• The Parked Calls list displays the name of the person who parked the
call and the duration of the call park.
• Overhead paging can use a trunk line, if it’s available and configured.

Before You Begin
2 NCS Console 4.0 User Guide
Functional Changes
In addition to new features, some existing functions have changed in
response to user needs and requests.
• The Hang Up button can only disconnect calls on your extension.
• Call handling functions now operate on a currently connected call
only,withthe exceptionthatOverhead Pagingsimplyrequires thatyou
have a dial tone.
• When there is a Ringing status, you can now pick up both Ringing and
Hold calls.
• The user’s extension must be off hook to place a call.
Package Contents
The following items are included in the NCS Console package:
• NCS Console 4.0 CD ROM
• NCS Console 4.0 User Guide
• NCS Console End User License Agreement
Make sure you have all items listed above. If anything is missing or
damaged, please contact your Authorized NEC Dealer.
System Requirements
The client system must meet the following minimum requirements:
• Windows 95/98/2000 or Windows NT 4.0 (Server or Workstation)
with Service Pack 6a (or higher) installed.
• Intel 166 MHz or faster Pentium processor
• 30 MB available hard disk drive space
• 64 MB DRAM

Before You Install NCS Console
NCS Console 4.0 User Guide 3
Before You Install NCS Console
• NCS Ware Release 4.0 or higher must be installed on the NCS Serv
system to which the NCS Console client will connect.
• In NCS Admin, the operator’s extension should be configured to
enable Multiple Call Waiting as an Answering option. Also,
configure the extension’s Busy Call Handling and No Answer
Handling .
• The client system should be connected to the NCS Serv system over
the LAN.
Installing NCS Console
1. Insert the NCS Console CD into the CD-ROM drive.
2. Run the Setup program and follow the installation instructions as they
appear on the screen.

Getting Started
4 NCS Console 4.0 User Guide
Getting Started
Starting NCS Console
Start NCS Console from the Start | Programs menu. The login dialog box
will appear.
Inorder to run NCS Console, NCS Servserver mustbe up and
running. While NCS Serv is running, the data you see in your
NCS Console windows is refreshed and updated. If NCS Serv
is stopped in the middle of an NCS Console session, you will be prompted
to close your session.
Figure 1. Console Log In dialog box
• Inter the name of the NCS Serv server. Ask you network
administrator if you do not know the name of the server.
• Enter your extension number.
You can only use a physical extension number when logging in.
Although this physical extension can belong to workgroups (e.g.
operator workgroup), NCS Console will only display calls for the
physical extension it controls, and not calls in queue for any
workgroups that the physical extension may belong to. (However,
once the call in a workgroup queue rings your physical extension,
the call appears in NCS Console.)
• Enter your password and click on OK.
Note: Password protection was added to NCS Console in
version 4.0

Installing NCS Console
NCS Console 4.0 User Guide 5
First Time Login
The first time you run the NCS Console application, you should configure
its operation to meet your needs. Click the Setup button in the main
window to open the Setup window. Refer to “Configuring NCS Console
Settings” on page 22
Extension Settings Apply to NCS Console
If you have configured your extension settings by way of other NCS Serv
interfaces, those settings apply when you run NCS Console on your
extension. For example, if you enable Headset and Manual Answer Mode
by pressing #82 on your telephone keypad, that setting is active when you
use NCS Console.
The Handsfree and Headset Mode allows you to answer calls using a
headset or by speakerphone (with the speakerphone turned on). This is one
setting you’ll probably want to use in a busy environment. See the
discussion on page 13.

Getting Started
6 NCS Console 4.0 User Guide
About the NCS Console Main Window
When you run NCS Console, you see the main window, an example of
which is shown here.
Figure 2. NCS Console main window

About the NCS Console Main Window
NCS Console 4.0 User Guide 7
The main window is composed of the following displays and buttons:
• The title bar displays your extension number.
• The Info line at the bottom displays information on the current action
or about errors.
• The Active Calls panel shows the status and information about
currently connected calls, including caller ID and DNIS information if
available.
With the Multiple Call Waiting feature enabled for the your extension
on the NCS Serv, this panel can hold up to 50 concurrent calls.
The call states shown in the status column in the Active
Calls and other views, are described on page 10.
• The Parked Calls panel shows for whom the call is parked, who
parked it, and the call park ID, a unique number assigned to each call
parked call that allows the user to pick up the right call.
• The Dial Pad provides answering and dialing functions. The Dial Pad
is disabled when it is not available, for example, when you’re
connected to a call and haven’t taken some action place it on hold.
The * and # keys are always dimmed because they are not sup-
ported in certain networking functions at this time.
The Roll Back button, unique to NCS Console, has a “cancel and
return” function. For example, clicking it will drop a Supervised
Transfer or Conference Call attempt, and reconnect the original call.
• The Call Handling buttons provide options such as conferencing,
transferring, hold and park.
• The Setup button accesses the NCS Console Setup windows
• The Help button gets online help.
• The right portion of the NCS Console desktop shows details view of
different activities, each represented by a tab. These views are
described in the subsequent subsections.
You can change views in this multi-view panel by clicking on
a tab or jump from view to view by right-clicking anywhere in
the main window.

Getting Started
8 NCS Console 4.0 User Guide
Busy Lamp Field View (BLF tab)
The panel at the right of the main window contains four tabs. The first tab
is labeled BLF, or Busy Lamp Field . This display lists only physical
extensions on the NCS Serv system.
You can sort by any of the columns except the Status column by clicking
thecolumn heading. Clicking the headingrepeatedly reverses the sort order
from descending to ascending and vice versa.
Besides the extension and name of the extension user, this list displays the
status of calls, which are described on page 10.
Further, at the left of each extension is a colored dot:
• a solid black dot means the extension is in a Do Not Disturb state.
• a solid green dot means the extension is Idle.
• a solid red dot means the extension is busy—off-hook or ringing.
• a red circle means the extension is On Hold.
All Extensions View (ALL tab)
The second tab in the panel at the right is labeled ALL .
This panel view displays all extensions—physical, virtual and workgroup
pilots—in the NCS Serv system.
Inaddition tothe columnsthat arethe sameas that of the BLF tab described
in the preceding subsection, an Extension column displays the type of
extension: PH Physical, VR (Virtual), WG (Workgroup).
Also, the status column shows a black circle next to the extension number
for workgroup pilot and virtual extensions.
Further, in this view, an A (for Attendant) appears in place of a dot to
indicate your extension.
As with the BLF view, you can sort by any of the columns except the Status
column by clicking the column heading. Clicking the heading repeatedly
reverses the sort order from descending to ascending and vice versa.

Trunk Status View (Trunk tab)
NCS Console 4.0 User Guide 9
Trunk Status View (Trunk tab)
The third tab in the panel at the right is the Trunk tab.
The Trunk view displays Location and Status . The location identifies the
card ID and port (channel) number on the board. For example, in location
00:05, the card ID is 0 and the port number is 5.
The Status column states are described on page 10.
The dots at the left have the following meanings:
• A black circle means not ready.
• A green circle means idle.
• A red circle means the line is in use, off hook for some reason such as
on hold, or in an error condition.
If all trunks are busy, the Trunk tab title will flash to notify the operator
that no more trunks are available.
Speed Dial View (SPEED tab)
The last tab in the panel at the right is the Speed tab.
The Speed Dial view displays a list you can set up for speed dialing and
speed transfers. It is similar to, but more functional than, the system or
station speed dialing lists in NCS Serv.
You can set up your Speed Dial list as described on page 23.
The columns information is the same as that in the BLF and ALL views
above, but there is an additional dot indicator: a solid blue dot represents an
outside line.
As with the BLF or All view, you can sort by any of the columns except the
Status column by clicking the column heading. Clicking the heading
repeatedly reverses the sort order from descending to ascending and vice
versa.

Getting Started
10 NCS Console 4.0 User Guide
Call States
The Status column appears in many of the NCS Console panels. The call
states and their dot indicators [in brackets] can be one of the following.
Generally stated, red means the line is being used; green means idle.
• AA (Auto Attendant) [a solid red dot]—a call being transferred to the
auto attendant.
• Busy [a solid red dot]—the called party is busy.
• Conferenced [a solid red dot]—call participating in a conference call.
• Connected [a solid red dot]—a call that is connected to a call or
extension.
• Dial Tone [a solid red dot]—the user’s extension is off-hook.
• Disconnect [a solid red dot]—a call is disconnected.
• Error [a solid red dot]—there is an error, usually with regard to the
dialed number. You must hang up to clear this status.
• Hold [a red circle]—a call placed on hold by pressing the Hold button.
• Hold Pend [a red circle]—the status of a call placed on “temporary”
hold during a call handling process such as conference or transfer
using the Call Handling Keys (other than the Hold button). The icon
for this status is a red circle .
• Idle [a solid green dot]—an extension with no current activity and
available to make or receive calls.
• In Use [a solid red dot]—an extension that is busy or in an
intermediate state (e.g. during a transfer).
• Park [a solid red dot]—a call that is parked, being parked or is in a
Multiple Call Waiting queue.
• Proceeding [a solid red dot]—an extension setting up (dialing) a call.
• Ringing [a solid red dot]—an incoming call that is not yet answered.
• Setup Call [a solid red dot]—a call ready for transferring or
conferencing.
• VM (Voice Mail) [a solid red dot]—a call transferred to or in voice
mail.

Keyboard Shortcuts
NCS Console 4.0 User Guide 11
Keyboard Shortcuts
General Tips
• You can type extension or phone numbers using the keyboard number
keys or the number pad.
• Once you are in any of the panel views you can use the keyboard arrow
keys to scroll through and select a desired call or extension.
• Clicking the RollBack button with a number in the dial pad phone box
selects the number for copying or deleting.
Specific Keyboard Shortcuts
Call Handling Function/
Button
1
1. The limitations that apply to all calls also apply to these shortcuts:
while connected to a call, you cannot place another call, but you can
answer another incoming call. To place or answer a call, your phone
must be off-hook.
Keyboard
Short Cut Number Pad
Short Cut
2
2. To use the numeric keypad functions, the Num Lock must be on.
Hang-Up Alt-h .
Dial Alt-d Enter
Roll Back Alt-r -
Answer Alt-a +
Blind Transfer Alt-b /
Supervised Transfer Alt-s *
Park Alt-p
Overhead Paging Alt-x
Hold Alt-o
Voice Mail Alt-v
Conference Alt-c
Auto Attendant Alt-u
Clear Dialed Number Delete

Getting Started
12 NCS Console 4.0 User Guide
Mouse Shortcuts
You can use several mouse shortcuts. The limitations that apply to all calls
also apply to these shortcuts: while connected to a call, you cannot place
another call, but you can answer another incoming call. To place or answer
a call, your phone must be off-hook.
• Double-click an extension in any list of extensions to call that
extension.
• Double-click an incoming call (Ringing state in the Active Calls list)
to answer it.
• Double-click a call on Hold (Hold state in the Active Calls list) to pick
it up.
• Double-click an incoming call to another extension to redirect it to
your extension.
• While you’re connected to a call, double-click another call to put the
first call on hold and take the new one.
• If you double-click a call with the Hold Pend status, it is the same as
clicking the RollBack button. That is, this action cancels a Supervised
Transfer attempt or a Conference attempt and reconnects you to the
original call.

A General Procedure
NCS Console 4.0 User Guide 13
Handling Calls
A General Procedure
In general, the steps in handling a call in NCS Console are as follows:
1. Select the call .
2.
Select the operation such as Blind Transfer, Park, Hold, etc.
3.
Select the destination extension or outside number where the call
should be sent.
4. Click the Dial button or press Enter on the keyboard.
Double-clicking the destination number in step 3 completes the action and
eliminates the need for step 4. Some actions, such as conferencing, are
somewhat more complex.
Headset or Hands Free Call Handling
You can perform the basic functions such as dialing and answering in
NCS Console without having to pick up the telephone handset. To do so,
you must enable the Handsfree and Headset Mode (#82) for your
extension. There are two different methods for using this feature:
• The receiver can be on-hook and the speaker phone turned ON, or
• You can use a headset. Depending on the telephone used, the speaker
phone may have to be on or off for headset operation
In this mode, you can answer calls using the Answer button or make a call
using the Dial button, or you can use their keyboard shortcut equivalents.
You must be off-hook to use the on screen buttons. If the speaker phone is
off and the handset is on-hook when you try to answer a call using the
Answer button, or if you try to place a call using the Dial button,
NCS Console will display an Invalid Operation error message in the
INFO line.

Handling Calls
14 NCS Console 4.0 User Guide
Dialing
In the NCS Console main window, you can dial as follows:
1. Type a number using the keyboard number keys or the numeric
keypad, or click numbers on the dial pad, or select a number in one of
the view panels (BLF, All, or Speed).
2. Click the Dial button, or press Alt-d or the Enter key on the keyboard.
The Double-Click Shortcut
If you’re calling a number in one of the view panels (BLF, All, or Speed),
simply double-click the number.
If the call is to an outside number, enter the entire phone number, including
the trunk access code and area code if necessary.
Answering Calls
You can answer a call simply by picking up the receiver. Use the Answer
button or double-clicking to answer calls without picking up the phone.
Answering Calls without Using the Phone Hand Set
If it isn’t already enabled, turn on the Hands Free and Headset Mode as
discussed on page page 13.
• When you get a ring, click the Answer button or press Alt-a on the
keyboard or the + key on the numeric keypad to answer the call
through the speaker phone or headset.
• To answer a call with the Ringing status in the Active Calls list,
double-click it.
Answering Calls when You’re Already Connected
If you take a Ringing call in the Active Calls list by double-clicking it while
you are already connected to a call, that call is placed on hold while you
connect to the new call.