NOW Integrated Operator Workstation

User Manual NOW 2007 CallManager

 2008 Aastra Technologies Limited. All rights reserved. This document contains proprietary information, which is protected by copyright. No part of this document may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying, recording, or by any information storage and retrieval system, or translated into another language, without prior written consent of Aastra Technologies Limited, Concord, Ontario, Canada. NOTICE The information in this document is subject to change without notice. AASTRA MAKES NO WARRANTY OF ANY KIND WITH REGARD TO THIS MATERIAL, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. AASTRA shall not be liable for errors contained herein nor for incidental or consequential damages in connection with the furnishing, performance or use of this material. Aastra Technologies Ltd. Concord, Ontario, Canada

Aastra Technologies Ltd, 2008

Content

Read me ....................................................................... 1:1 General introduction.................................................... 1:2 Important functions and keys ...................................... 1:3 Starting and exiting NOW ........................................... 1:5 Window navigation in NOW ........................................ 1:7 Fill in fields .................................................................. 1:9 Edit text ..................................................................... 1:11 Searching ..................................................................... 2:1 Things you should know about searching................... 2:2 How to search for a subscriber ................................... 2:4 Display search results................................................. 2:6 Live communication server ......................................... 2:7 View subscriber information........................................ 2:8 Go directly to next subscriber ..................................... 2:9 Previous search .......................................................... 2:9 Searching organization/department .......................... 2:10 Show subscribers in the same organization ............. 2:11 Show subscribers with the same keyword(s)............ 2:14 Find something in common....................................... 2:15 Alternative extension................................................. 2:16 Show telephone number list...................................... 2:18 Change directory....................................................... 2:20 Activities ...................................................................... 3:1 Things you should know about activities..................... 3:2 Activity symbols .......................................................... 3:4 Register activity........................................................... 3:5 Show activity ............................................................... 3:9 Show activities graphically ........................................ 3:12 Show hidden activities .............................................. 3:14 Change activity ......................................................... 3:15

NOW 2007 Delete activity............................................................ 3:17 Group registration of activity ..................................... 3:18 Group changing ........................................................ 3:19 Group deleting .......................................................... 3:20 Messages ..................................................................... 4:1 Things you should know about messages .................. 4:2 Enter message............................................................ 4:3 Show message ........................................................... 4:5 Acknowledge message manually................................ 4:8 Change message........................................................ 4:9 Delete message ........................................................ 4:11 Messaging via SMS or pager.................................... 4:12 List messages on screen .......................................... 4:14 Send same message to several recipients ............... 4:14 Print message ........................................................... 4:14 Web browser................................................................ 5:1 Things you should know about the Web browser ....... 5:2 Start Web browser in NOW......................................... 5:3 Go to Web page.......................................................... 5:4 Exit Web browser........................................................ 5:5 Quick Info..................................................................... 6:1 Things you should know about Quick Info .................. 6:2 Search in Quick Info.................................................... 6:3 Show records .............................................................. 6:6 Connect calls from Quick Info ..................................... 6:7 Change text in Quick Info record ................................ 6:8 Web links in Quick Info ............................................... 6:9

Content

Settings ........................................................................ 7:1 Change font and text size ........................................... 7:2 Sending Log files ........................................................ 7:3 Progressive Search..................................................... 7:5 Time zones ................................................................. 7:6 Other settings.............................................................. 7:6 Call Control .................................................................. 8:1 Things you should know about call control in NOW.... 8:2 Working area switchboard ....................................... 8:3 Put switchboard on/off duty......................................... 8:4 Active/passive queues ................................................ 8:5 Make a call.................................................................. 8:6 Line State information ................................................. 8:9 Answer incoming call ................................................ 8:12 Calls forwarded to switchboard................................. 8:14 Queue list.................................................................. 8:16 Transfer a call ........................................................... 8:19 Consult call ............................................................... 8:20 Camp On Busy.......................................................... 8:22 Park a call ................................................................. 8:23 Direct drop to voicemail ............................................ 8:24 Telephone number list .............................................. 8:25 Transfer to an extension from Information ................ 8:27 Toggle between parties............................................. 8:29 Disconnect call.......................................................... 8:30 Consult call to an external number ........................... 8:31 Recall ........................................................................ 8:32 Recall reasons .......................................................... 8:34 Forwarded phone...................................................... 8:35 Breakthrough on forwarded phone ........................... 8:37 Repeating the last dialed number ............................. 8:38

NOW 2007 Symbols in NOW....................................................... 8:39 Appendix Quick commands in NOW................................................ Keyboard description .......................................................

Read me

Read me...
This chapter will help you get started with NOW. It also provides tips about important functions and keys.

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General introduction
This manual contains everything you need to use NOW. The manual describes functions and settings in the software. Certain functions may vary as a result of settings in the CMG Server or the switchboard. Variations may also arise due to the design of the CMG database, for example with regard to organizational structures.

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Important functions and keys

To work in NOW, you must be able to fill in text in the fields on the screen, jump between fields, save entered data and cancel if you make an error or want to return to a previous window. Many keys have special functions in NOW. Here is a review of the most important keys. a b c d e

a. Cancel: Press Esc to return to the previous screen. If you have made changes in a window, these will not be saved. Esc is very useful, for example when you get stuck and do not know how to move on or when you change your mind and do not wish to register an activity or a message you have just written. b. Jump between fields: Press the Tab key to move the cursor between fields. Press Shift + Tab to jump backwards to a previous field. c. Ctrl: This key is used in combination with another key to execute a particular function, such as Ctrl + L to log out. Hold the Ctrl key down and press L. d. Delete: Press the Backspace key to delete characters to the left of the cursor. To delete characters to the right of the cursor, use the Delete key.

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e. Move cursor: Use the Arrow keys to move the cursor within a text field. To move the cursor an entire page, use the PageUp and PageDown keys. f. Enter: Press OK (Return) to save and confirm changes you have made in NOW, such as a new activity or a new message.

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Read me

Starting and Exiting NOW

The following pages provide step-by-step instructions for how to start the program (log in), search for a subscriber, view a subscribers absentee report and exit NOW (log out). Begin by starting the program and log in. Double click on the program icon for NOW. (If you are unable to find the icon, start the program from the start menu. Start\Program\Aastra\NOW 2007)

You must identify yourself before you can use the program. The Contact Management Logon dialog box is prompted when you start the program, and is always shown when you have logged out and are not using the system.

1. Enter your user name.

Press Tab key to jump to next field.

2. Enter your password (if used).

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The characters you enter will not be visible, they are shown as asterisks (*****).

3. Press OK (Return).
You have now logged in to NOW and the main window is opened. If a Bulletin Board is used, this will be shown first. Press Quick Info (Pause/Break) to exit the Bulletin Board and return to the main window. If you wish to connect to another CMG Server, click on Options and enter another server name.

Exit with log out

When you leave for the day, take a lunch break or similar you should log out so that no unauthorized person can access the data in the system.

1. Press Ctrl + L to log out

When you have logged out, the Contact Management Logon dialog box will reappear.

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Read me

Window navigation in NOW

In Windows based programs, data is presented in the form of windows. The main window is always in the background when you are working in the program. There are two different main windows in NOW. One for Directory Search and one for the Web browser. Searches are made from the main window. When you execute functions, such as registering activities or messages, other windows will be opened on top of the main window. You can always return to the main window by pressing Esc.

Windows and dialog boxes

Windows in NOW have varying appearances, depending on their function. We therefore differentiate between windows and dialog boxes. There are windows that show information, such as the Activities window (Flash window).

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Another type of window is a dialog box. These boxes require some kind of input, such as filling in a field. A dialog box must always be closed by pressing OK (Return) or Cancel (Esc) before you can change function.

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Read me

Fill in fields
There are two types of fields in NOW. You always jump between fields by pressing the Tab key. Fill in the various fields as follows:

Text field Text boxes can be empty or filled, and can contain one or several lines. Empty text field: Type in text in a field. Filled fields: When you come to a box that contains text, the existing text will be highlighted. If you begin typing directly, you will replace the highlighted text. If you only wish to edit the existing text, you should start by pressing an Arrow key. The text will be unhighlighted and you can insert the cursor at the point where you wish to edit. See also section 1:12 Edit text. (By pressing OK (Return), you will save the text and other information in that window or dialog box).

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Drop-down list This field contains a list of the available options. There are sevseral ways to choose options in the list: Use the Down arrow key if you wish to move down the list and the Up arrow key to move up the list (one option at a time will be shown). Press F4 to show a list of all options. Choose the option with the Up arrow or Down arrow key. When the desired option has been highlighted, jump to the next field with the Tab key. Type in the first letter in the option you wish to choose. If there are several alternatives starting with the same letter, continue pressing the letter until the right option is highlighted. Check box A check box can be checked or unchecked, and represents options that you can activate or disable. When the field for the check box is highlighted (thin dotted frame) press the Spacebar to check or uncheck the check box. Function keys The function keys perform special functions and have a name that describes these, such as OK or Cancel. Use OK (Return) to save and Cancel (Esc) to cancel.

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Read me

Edit text
Text in NOW can be edited in the same manner as in a normal word processing program. To edit text, you should be familiar with the following keys. a b c a. Delete text: Press the Backspace key to delete characters to the left of the cursor. b. Delete text: Press the Delete key to delete characters to the right of the cursor. c. Move cursor: Use the Arrow keys to move the cursor up, down, right or left. If you wish to move the cursor an entire page, use PageUp or PageDown. The following example shows the New Message dialog box. This function is described in detail in Chapter 4 Messages.

If the field is empty, begin typing the text directly. When a box contains text, the existing text will be highlighted. If you begin typing directly, you will replace the highlighted text. To unhighlight text, press one of the Arrow keys. If you need to edit the text you have typed in, move the cursor with the Arrow keys. Insert the cursor at the point

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where you wish to edit. The text to the right of the cursor will automatically move forward as you type in new text.

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Searching

Searching
This chapter explains how to search in the directory. You can search by name, organization, keyword or room number. You can view the information stored for each subscriber. This chapter also describes the various functions for quick search.

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Things you should know about searching

You can carry out various types of searches in NOW. You can search by name, telephone number, keyword and organization, or use combinations of keywords, for example by searching for all Fergusons in the Accounting department. The following example shows a search for the organization England.

The results of the search are shown in the list of search results in the main window. When starting a new search there is no need to delete the contents of the list, since they will be overwritten by the new search results. It is possible to configure the search fields in other ways than in the picture above. This is done in the program Configuration Manager.

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Entering keywords
When you search you can enter the keywords in either upper case (large) or lower case (small) letters. The system does not distinguish between V and W. When searching you can enter anything from a single letter/numeral to an entire keyword. This applies to all fields.

Alternative spellings Phonetic

If you search by name you may get hits on alternative phonetic spellings, in other words names that sound similar to the one you are searching for. The names are displayed with the correct spelling. For example, if you are searching for Carin and the search results show Karin, there is an alternative phonetic spelling stored for that person. This enables you to get a hit even though you have spelled the name differently.

Special search characters

There are a few special characters that can be used to search for a subscriber. Enter an asterisk (*) as the keyword to search for all occurrences.

% Enter a percent sign (%) in front of the keyword to find all occurrences, even empty fields. Or combine the character with a keyword. For example, everyone whose last name contains son. < If you have access to more than one directory, you can temporarily change to another directory by entering keyword<directoryname. Read more about directory management later in this chapter.

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Progressive search
If progressive search is activated (see chapter 7, settings), the matching results are shown in the list as you type. Every time a new character is typed in the search field a new search is performed. Example: if you type and in the search field, all persons beginning with and will be shown in the result list without pressing return. If you continue to write er, all persons beginning with ander will be shown, and so on.

How to search for a subscriber

1. Move the cursor to one of the search fields.
Jump forward to the next search field by pressing the Tab key or backward by pressing Shift + Tab. You can also use Alt + 1-6 to move the cursor.

2. Enter one or several keywords.

Name/Telephone: If you enter a numeral as the first character of the keyword, the program will search by telephone number. If you enter a letter it will search by name. Subscriber names are normally searched in the format Last name [space] First name. With the shortcut Alt + 0 (zero) you can shift the function for the search field between Name/Telephone, Name only or Telephone only.

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You can enter all or part of the name/telephone number, e.g. S, St, Steve or Stevens. You can also search by first name only by pressing the Spacebar and then entering the first name.

You can search for both last name and first name in the Name field, with a space between. You can search for part of a name if you enter % (percent) in front of the keyword.

Organization: Enter all or part of the organization name. Read more in section 2:9 Searching organization/ department later in this chapter. Keyword: Enter a keyword or a combination of keywords, for example purchasing,steel to find the person responsible for purchasing steel. You can combine up to three keywords. The separation mark used to separate keywords depends on how your system is configured, but is usually a comma (,). Room: Enter all or part of the room name/number. Field 1 and Field 3: These two fields are adaptable. Combined search You can do a combined search by entering more than one keyword, for example Ferguson in the Name field and Accounting in the Organization field. Jump between fields with the Tab key. A combined search limits the number of hits and speeds up the search.

3. Press OK (Enter) to start the search.

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Display search results

When you have done a search, the results are displayed on the directory page. If there is additional information about the subscriber, this will appear in the information field at the bottom of the screen.

The subscribers will be sorted differently depending on the type of search you have done. Special symbols sometimes appear to the left of the list. You can read about these symbols in the Activities and Messages chapters.

Select subscribers
When you have completed a search, the first subscriber on the directory list will be highlighted. You can select another subscriber by moving the cursor with the Arrow keys. To move the cursor an entire page, use PageUp or PageDown.

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Searching

Microsoft Live Communications Server

In the searh result list you might see icons that are similar to MSN Messenger icons. These icons show the subscribers presence status on Windows Messenger or Office Communicator. Whether or not you can see the icons is dependent on how the system has been setup.

There are different icons depending on the subscribers presence status. The following table shows what the different kinds of status icons mean. Icon Presence status Away, be right back, out to lunch Busy, on the phone Online, idle Offline

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View subscriber information

You can view all information that is registered for a subscriber.

1. Find and select a subscriber.

See page 2:4 for instructions on how to search for a subscriber.

2. Press Information (F9).

The Information window will be displayed. You can scroll the list with the Arrow keys. To move the cursor an entire page, use PageUp or PageDown.

3. Press Back (Esc) to return to the subscriber list.

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Go directly to next subscriber

If you want to view information, activities or messages for more than one subscriber, you can go directly from one subscribers screen to anothers. This is useful, for example, when you have searched for everyone on the list who has a message waiting and wish to call all of them. Example: Press View Messages (F7) to view information for the first subscriber. Then press Alt + Down arrow to scroll to the next person on the list and Alt + Up arrow to scroll to the previous person on the list. You can use the same function in the following windows: Activities, Messages and Information.

Previous Search
1. Press Previous Search (Insert).

Your past eight searches will be saved in a memory so that you can easily return to a previous search. This can be useful when you for example want to write a message to someone youve previously searched for, but didnt have time to write to at the time being.

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Searching organization/department
If your register is structured hierarchically according to the Organization Tree, you can search for one or several organization names to find the right department. If you want to search for several organization names, you use a comma (,) between each name. You can as a maximum type three organization names in one search. Type the organization name that you want to find first.

If you use a period (.) to separate names in the organization field, you will instead search field Org1. This field is used to enter department abbreviations or alternative organization names.

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Show subscribers in the same organization

You can search for all subscribers belonging to the same department as a given subscriber. The organization is presented according to the Organization Tree in Directory Manager (see screen below).

1. Find and select the desired subscriber

Instructions on how to search for a subscriber are provided earlier in this chapter. 2. Press Same Org (F10)

The list will show all persons belonging to the same organization as the highlighted subscriber, as well as any subunits.

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The departments are separated by titles. The number of dots before the organizational title symbolizes the departments level in the Organization Tree. A department with three dots is found under a department with two dots. The following search shows the same departments that are displayed in the Organization Tree on the previous page.

Every time you press Same Org (F10) you will move up one level in the organization. You can press Same Org repeatedly until the entire organization is shown. The departments are listed in the order determined by the underlying Organization Tree. Subscribers within a department are presented in order of priority. Pressing Alt + Same Org (Alt + F10) will not move up the Organization Tree, but will only show the current department with any subunits.

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If a subscriber belongs to several different departments, this is noted with a plus (+) sign after the department name.

When you press Same Org (F10), a dialog box will appear.

Select organization with Arrow keys and press OK (Enter).

Same organization without Organization Tree.

If you do not have any Organization Tree, you will get a list of subscribers belonging to the same division and department as the highlighted subscriber.

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Show subscribers with the same keyword(s)

You can search for subscribers with the same keyword(s) as a given subscriber.

1. Find and select the desired subscriber.

Instructions on how to search for a subscriber are provided earlier in this chapter

2. Press Same Keyword (F11).

A list showing the subscribers keyword(s) will appear. Use the Arrow keys to select the keyword(s) you wish to search multiple subscribers for. Press OK (Enter) to save or Cancel (Esc) to cancel.

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Find something in common

There are function keys that can be used to find several subscribers who have something in common. The results of these keys will vary, depending on which variables are searchable and what information has been entered into the system. 1. Find and select the desired subscriber. Instructions on how to do a subscriber search are provided earlier in this chapter. 2. Press the desired function key. Ctrl + T Ctrl + R Shift + Alt + Z Shift + Alt + X Same telephone number Same room Same Field 1 Same Field 3

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Alternative extension
When you have done a search, you can view the subscribers alternative extensions. You can also select an alternative extension for connection of incoming calls. The symbol A to the left of the subscriber list shows that the subscriber has an alternative extension.

1. Find and select the desired subscriber.

Instructions on how to search a subscriber are provided earlier in this chapter.

2. Press Show Alternative Extension (Scroll Lock).

The Alternative Extension dialog box will appear. The subscriber can have two alternative extensions (Alternative Extension 1 and Alternative Extension 2).

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When the Alternative Extension dialog box is displayed, you can connect a call directly to one of the subscribers alternative extensions.

3. Press Connect Call.

NOW will automatically dial the number of the selected subscriber. The system will automatically select the first available alternative extension. If you wish to choose which alternative extension to connect to, use the Arrow keys to switch between extensions. To cancel press Cancel (Esc).

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Show telephone number list

When you have done a search, you can view a list of all telephone numbers of the selected subscriber. From the dialog box you can use NOW to automatically connect the call, both internally and externally.

1. Find and select the desired subscriber.

Instructions on how to do a subscriber search are provided earlier in this chapter.

2. Press Alt + Connect Call.

A list of the subscribers various telephone numbers will appear.

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3. Use the Arrow keys to select the number you wish to call and press Connect Call.

NOW will dial the requested number in the switchboard.

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Change directory
The title bar of the main window shows the directory you are currently working in. If your company has more than one directory, you can quickly switch between them. When NOW receives a call for a person marked as forwarded, the subscribers activity is shown. NOW will automatically switch to the directory where the extension is registered and will show the absentee report. You can change directory temporarily or search all available directories at the same time. To search all directories type <* after the keyword you have entered. If you want to search in only one of several directories, type < + directory name. For example, if you want to find John in the London directory, type John<London. The next time you do a search you will have returned to the original directory, so there is no need to change back. (The above functions may vary depending on the server settings.) To log in to another directory, press Alt + F2.

A list of the available directories will appear. Select the directory using the Arrow keys and press OK (Enter) to log in.

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Activities

Activities
When a subscriber goes to lunch, a meeting or on vacation, you or the subscriber can register the activity in CMG. This chapter explains how to view a subscribers activities, how to register a new activity and how to change and delete activities.

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Things you should know about activities

What is an activity?
When a subscriber goes to lunch, a meeting or on vacation, you or the subscriber can register the activity in CMG. The activity contains a code, a date/time when the activity begins and information about when the subscriber is expected back. Additional information can be attached to the activity. You can also select several subscribers at the same time and register an activity for an entire group. This is useful, for example, when a department holds a meeting or is attending a conference. See section 3:19 Group registration of activity.

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Automatic activity screen

When a call comes in to a closed extension, the Activities window will automatically appear. This window also appears if someone calls the switchboard internally.

Activities are automatically deleted

Normally, an old activity is automatically deleted 24 hours after the end of the registered time period (depending on the server settings). You can delete an activity yourself, for instance if it was registered incorrectly. See section 3:17 Delete activity.

Additional information about the activity

In CMG you can enter additional information associated with the activity, such as the whereabouts of the subscriber. This helps you to provide better information to callers.

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Activity symbols
The symbol for an activity is displayed only when the activity is current. Red Grey The subscriber has a current activity and the extension is closed. The subscriber has a current activity and the extension is open. The subscriber has a current activity with additional information and the extension is closed. The subscriber has a current activity with additional information and the extension is open. The subscribers extension is closed, but no activity has been registered. This symbol appears only when there is more than one person on the same extension. The subscriber has registered additional information, but no activity. In other words, this message never closes the extension and is used only to give the operator more information about the subscriber. The subscriber has a recurring activity registered.

Red

Grey

Red

Blue

Blue

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Register activity
The following example shows how to register an activity for a subscriber.

1. Find and select a subscriber.

Instructions on how to search for and select a subscriber are provided earlier in Chapter 2 Searching.

2. Press New Activity (F6).

The New Activity dialog box will appear. Here you enter the activity code with any additional information, the date/time when the activity begins and ends, and whether or not the extension is forwarded or open for incoming calls.

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a. Choose an activity from the list.

When the desired option is shown, press Tab to jump to the next field. There are several ways to choose an activity. NOTE: The field must be highlighted. Use the Arrow keys to change the activity in the field. Press F4 to view all the options. Choose an option with the Up arrow or the Down arrow. Type the first letter of the desired option, for example V for Visiting a customer. If there are other options that begin with V, continue pressing V until the desired option appears.

If you choose Info, a special information message is stored. This message does not close the extension, but allows the operator to register additional information about the subscriber (e.g. Always take a message).

b. Enter the date/time when the activity begins.

The current date and time will appear automatically, but can be changed if you want a different date/time. To move the cursor within the field, use the Right arrow or Left arrow. If you want to enter your own values, move the cursor to the character to be changed and write over the text. You can also change the date and time by scrolling up and down with

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the Arrow keys. This changes the date by increments of one day or one month, and the time by one hour or 15 minutes. If you press Show All (F4) after highlighting the date field, a graphic calendar pop-up will appear. Using the Arrow keys and PageUp or PageDown, move to the desired date and time and press Save.

c. Change the date/time when the activity ends.

Depending on which activity you have chosen, a preset default date/time will appear in the field. Change the data if you want a different date/time.

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d. Forwarding of the extension

Each user can have different profiles for forwarding the extension. You can forward the extension to the operator, Auto Attendant, voicemail, or to a mobile phone. NOTE: Forwarding an extension using contact profiles or to a mobile phone is only available in systems where the services are installed. Press Spacebar to check or uncheck the Reset Auto check box.

Reset Auto The extension will be forwarded according to selected profile during the activity and opened when the activity is finished. The extension will be forwarded until it is opened or another profile is selected. If you choose the activity Info, and No forwarding the extension will remain open.

e. Enter additional information.

Here you can type in a message that will appear together with the activity, such as the whereabouts of the subscriber.

3. Press Store (Enter) to save or Cancel (Esc) to cancel.

The activity is saved and the associated symbol is shown to the left of the subscriber in the directory list. NOTE: The symbol is displayed only when the activity is current.

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Show activity
When a call comes in to a closed extension the subscribers activities are displayed automatically, but you can also choose to view the activities. Start by searching for the subscriber.

1. Find and select a subscriber.

Instructions on how to search and select a subscriber are provided earlier in Chapter 2 Searching.

Subscribers with current activities are shown with a solid circle or an i to the left of the directory list.

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2. Press Show Activity (F5).

The Activity window will appear, showing the subscribers current or future activities. Here you can see when the subscriber is expected back and which activity is current. a

b c d

a. Subscriber: The upper part of the window contains information about the subscriber.

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b. Return date/time: Here you can quickly see when a subscriber is expected back after an activity. This is useful when the subscriber has several overlapping activities. The time shows when the last activity ends. c. Activities: Only current or future activities are displayed. The activity notice shows the activity code and the date/time when the activity begins and ends. d. Additional information: An additional message is linked to the activity. If the information has been cut off because it is too long, the entire text can be read in the field at the bottom of the page when the activity is highlighted. e. Signature: After the additional information, the signature of the operator who entered the activity is shown. If the subscriber forwards his/her extension via the telephone, the signature will be his or her own. If the subscriber forwards his/her extension via Office Web, the signature will be Office Web. Other signatures can also be used.

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Show activities graphically

If there are many activities registered for a subscriber, it is sometimes easier to view the activities graphically. This provides a better overview of the days when the subscriber has no activities registered.

1. Find and select a subscriber.

Instructions on how to search for and select a subscriber are provided earlier in Chapter 2 Searching.

2. Press Show Activity (F5).

3. Press Show Activity (F5 ) again.

The activity screen is shown graphically. You can toggle between the graphic view and text view by pressing Show Activity (F5)

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To show more or fewer days, press Ctrl+ I to zoom in and Ctrl + O to zoom out. Move forward one day in the calendar by pressing Ctrl + Right arrow, and back one day by pressing Ctrl + Left arrow. To move forward or backward an entire week, press Ctrl + Shift + Right arrow or Left arrow. You can perform the same functions in the graphic view as in the text view, for example register, change or delete activities. The view you have most recently used in the activity screen will be shown the next time you press Show Activity or an activity pop-up appears (Flash).

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Show hidden activities

When you choose to view a subscribers activities, you will normally only see notices for current and future activities. Other types of activities, which are not normally displayed, are scheduled activities and old activities.

1. Find and select a subscriber.

Instructions on how to search for and select a subscriber can be found in Chapter 2 Searching.

2. Press Show Activity (F5).

3. Press Show all activities (F4).

All activities, even those that are hidden, will appear in the Activity window.

4. Press Show All Activities (F4) again to return to the normal Activity screen.

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Change activity
1. Find and select a subscriber.
Instructions on how to search for and select a subscriber are provided earlier in Chapter 2 Searching.

2. Press Show Activity (F5).

3. Highlight the activity to be changed.

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4. Press Change (F12).

The Change Activity dialog box will appear.

5. Change activity.

The procedure is the same as for registering a new activity. See Register activity, page 3:5.

6. Press Store (Enter) to save or Cancel (Esc) to cancel.

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Delete activity
Activity notices that have expired are normally deleted automatically after 24 hours (depending on the server settings).

1. Find and select a subscriber.

Instructions on how to search for and select a subscriber are provided earlier in Chapter 2 Searching.

2. Press Show Activity (F5).

3. Highlight the activity to be deleted. 4. Press Delete.

The activity is deleted.

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NOW 2007

Group registration of activity

NOW allows you to register activities for several subscribers at the same time. This function is useful, for example, when an entire department or group has a meeting or is attending a conference.

Highlight several lines/subscribers: Hold down Shift + Down arrow/Up arrow. The lines you select will be highlighted in colour. Select only certain subscribers: If you have a list in which you want to select only certain subscribers, hold down Ctrl while pressing the Spacebar on the subscribers you wish to select. For subscribers in the list who you do not wish to select, press Ctrl + Down arrow/Up arrow. You can also hold down Ctrl while clicking the left mouse button on the subscribers you wish to select.

3:18

Activities
Deselect a line: To deselect a subscriber, press Ctrl + Spacebar. You can also hold down Ctrl while clicking the left mouse button on the relevant subscriber. When you have selected the entire group, press New Activity (F6) and continue in the same manner as when registering activities for a single subscriber. See section 3:5 Register activity.

Group changing
You can also make group changes in activities in NOW. The procedure is the same as for changing an ordinary activity.

1. Find and select one of the subscribers in the group you have registered an activity for.
Instructions on how to search for and select a subscriber are provided earlier in Chapter 2 Searching.

2. Press Show Activity (F5).

Select all activities you wish to change.

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NOW 2007

3. Press Change (F12).

Make the desired changes in the code, date/time or additional information fields.

4. Press Save (Enter).

The system will then ask: The activity is stored by group. Do you want to change the entire group?. If you answer Yes, the activity will be changed for every subscriber in the group. If you answer No, the activity will be changed only for the chosen subscriber.

Group deleting
You can also delete group registration of an activity in NOW. The procedure is the same as for deleting an ordinary activity.

1. Find and select one of the subscribers in the group you have registered an activity for.
Instructions on how to search for and select a subscriber are provided earlier in Chapter 2 Searching.

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Activities

2. Press Show activity (F5).

Highlight the activity you wish to delete.

3. Press Delete to delete the activity.

The system will then ask: The activity is stored by group. Do you want to delete the entire group?. If you answer Yes, the activity will be deleted for every subscriber in the group. If you answer No, the activity will be deleted only for the chosen subscriber.

3:21

NOW 2007

3:22

Messages

Messages
When a subscriber is unable to accept a call, you can take a message and enter it in NOW. The message can be automatically sent to the subscriber via e-mail. This chapter explains how to enter, edit, view, acknowledge and delete messages.

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NOW 2007

Things you should know about messages

When a subscriber is unable to accept a call, you can take a message and enter it in NOW. A symbol in the form of a yellow sheet of paper will appear in the subscriber list to show that there is a message waiting.

Send messages
In NOW it is also possible to send messages. When a message has been entered, it can be automatically sent to the subscriber via e-mail.

4:2

Messages

Enter message
1. Find and select a subscriber.
Instructions on how to search for a subscriber can be found in Chapter 2 Searching.

2. Press New Message (F8).

The New Message dialog box will appear, with the subscribers name and extension on the title bar.

3. Choose messaging system.

If there is only one messaging system, you will be taken directly to the text window. If there are several systems to choose between, you can either use the Arrow keys or type in the first letter in the name of the desired system. If you want to send a message to every system, select these by holding down Shift while selecting with an Arrow key. You can also hold down Ctrl while clicking the left mouse button on the systems you want to send to. Then press Tab to jump to the text field.

4:3

NOW 2007 4. Enter message or paste preset message.

Enter the message in the text field or choose a preset message from the drop-down list. Whether or not you can see the drop-down list with predefined messages depends on the settings in the CMG 2007 Server. To change lines when typing a message, press Ctrl + Return.

5. Press Store (Enter) to save message.

The symbol (a yellow sheet of paper) will now appear to the left of the person in the list. If the message is to be sent via e-mail, for instance, the symbol used is a closed envelope to show that the message has been sent.

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Messages

Show message
If you want to see all messages for a certain subscriber, you can open the message list and view them.

1. Find and select a subscriber.

Instructions on how to search for a subscriber are provided in Chapter 2 Searching.

A symbol to the left of the subscriber shows that there is a message waiting.

4:5

NOW 2007 2. Press Show Message (F7).

b d c

a. Subscriber information: The upper section of the window contains information about the subscriber.

4:6

Messages
b. Messages: The subscribers messages are listed with date, time, message system, text and signature. Different symbols are displayed depending on the current status of the message: The message has not been sent. The message has been sent. The message has been sent and acknowledged/read, if it is possible to acknowledge messages.

c. Message continued: Highlight the message line to show the entire message in the Message field. Message field: Press Tab to jump to the Message field. Use PageDown/PageUp or Arrow keys to read the entire message. d. Signature: The initials/signature of the person who entered the message will appear after the message.

3. Press Back (Esc) to return to the subscriber list.

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NOW 2007

Acknowledge message manually

If the subscriber contacts the switchboard to get a message, you can acknowledge the message to indicate that it has reached the recipient. If the message is sent by e-mail, it will be acknowledged automatically when it reaches the recipient.

1. Find and select a subscriber.

Instructions on how to search for a subscriber can be found in Chapter 2 Searching. The symbol to the left of the subscriber list indicates whether there is a message waiting

2. Press Show Message (F7).

When you have read the message, you can acknowledge it. Pressing Ctrl + K acknowledges the highlighted message. You can open the acknowledged message by pressing Show All (F4). The message will then have an open envelope as its symbol. An acknowledged message is usually kept for 24 hours (depending on the server settings).

4:8

Messages

Change message
If a message contains errors, you can go back and edit the text. If the message is distributed by e-mail, the subscriber will receive two different messages if you make changes in the one first sent. You should therefore not change this type of message, but should write a new message canceling the first one.

1. Find and select a subscriber.

Instructions on how to search a subcsriber are provided in Chapter 2 Searching.

2. Press Show Message (F7).

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NOW 2007 3. Select the message to be changed. 4. Press Change (F12).

The Change Message dialog box will appear.

5. Change message.
The cursor is placed by the first letter of the entered text. Using the Arrow keys, you can move the cursor to the point where you wish to enter new text. Do you want to delete text? Press Delete to delete text to the right of the cursor, and the Backspace key to delete text to the left of the cursor.

6. Press Store (Enter) to save changes.

If you change your mind you can cancel the changes, without saving them, by pressing Esc.

4:10

Messages

Delete messages
Messages with the open envelope symbol in the list are usually deleted automatically after 24 hours (depending on the server settings). You can also delete messages manually.

1. Find and select a subscriber.

Instructions on how to search a subscriber can be found in Chapter 2 Searching.

2. Press Show Messages (F7).

3. Select the message to be deleted.

4. Press Delete.

The message will be deleted and the message symbol in the subscriber list will disappear.

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NOW 2007

Messaging via SMS or pager

The symbol in the subscriber list shows that messages can be sent via SMS directly to the subscribers mobile phone. NOTE: This symbol is also shown if you are connected to a pager system.

1. Find and select a subscriber.

Instructions on how to search a subscriber can be found in Chapter 2 Searching.

2. Press Paging (Home) to enter the message.

The Pager dialog box will appear. In the upper section of the window you can see the subscribers name, the type of paging system and the pager number. Certain systems have limitations in terms of which and how many characters can be displayed. NOW automatically provides this information.

4:12

Messages

2. Choose a preset message from the list or enter your own message.
Enter the message in the Message field. There may also be preset options for you to choose from.

3. Press OK (Enter) to send the message.

If you change your mind you can leave the window, without sending the message, by pressing Cancel (Esc).

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NOW 2007

List messages on screen

If you want to view a list of the subscribers who have unsent or unacknowledged messages, press Ctrl + A when you are in the main window. The subscribers with current activities are normally not included on the list.

Send same message to several people

If you need to send the same message to more than one person, you can enter it in the same manner as when registering Group activity by highlighting several subscribers.

Print message
You can print subscriber messages on paper if you have a printer connected to your PC. Press Alt + P to print all unacknowledged messages. Press Ctrl + P to print the messages of the selected subscribers. You can also access these functions in the File menu. In the File menu there is also a print preview option.

4:14

Web browser

Web browser
The Web browser can be used to open Web pages on the Intranet or Internet. This chapter describes the Web browser in NOW.

5:1

NOW 2007

Things you should know about the Web browser

The Web browser in NOW is integrated with Microsoft Internet Explorer. For optimal functionality, we recommend that version 5.5 or higher be used. Remember that certain Web pages are slow and can cause NOW to lock up temporarily while being downloaded. Certain Web pages can be opened in a new Internet Explorer window.

5:2

Web browser

Start the Web browser in NOW

1. Press Quick Info (Pause)

The Web browser normally starts with Quick Info as its starting page. Read more in Chapter 6 Quick Info. Tool buttons in Web browser Quick Info (Alt + I) Refresh page Close Web page Go to next page Go to previous page

5:3

NOW 2007

Go to a Web page
1. Enter the address of the Web page in the address field

2. Press Enter.
The chosen Web page will be opened.

To return to a previous Web page, press the Backspace key.

5:4

Web browser

Exit Web browser

1. Press Quick Info (Pause)

If you do not exit NOW, you will return to the same Web page the next time you start the Web browser.

5:5

NOW 2007

5:6

Quick Info

Quick Info
Quick Info can be used to store different types of information, such as external telephone numbers, street addresses and links to Web pages on the Intranet or Internet. This chapter describes Quick Info.

6:1

NOW 2007

Things you should know about Quick Info

Quick Info can be accessed via the Web browser in NOW, and can be used to store external telephone numbers, street addresses, opening hours, etc. Quick Info is made up of a number of named directories, each of which may contain one or several records. The information in Quick Info can be registered in three different ways structured fields, free text, or Web links.

6:2

Quick Info

Search in Quick Info

1. Press Quick Info (Pause) to start the Web browser.

The main Quick Info window will appear. If you are using Quick Info for the first time after starting NOW, the Bulletin Board will be displayed if any exists. Otherwise, the page you last used will appear. The Quick Info button is used to update Quick Info, or to return to Quick Info while visiting another Web page. Drop-down list 2. Search text field Quick Info button

6:3

NOW 2007

2. Choose a directory in the drop-down list.

There are several ways to select a directory. Use the Arrow keys to move between directories. Enter the first letter of the directory you wish to search. If you enter A the list will show the first directory starting with A. Press A again to view the next option starting with A. Click the left mouse key on the desired directory.

When the desired directory is highlighted, press Tab to jump to the Search field.

3. Enter keyword(s).
In the search field, enter a record name or keyword in the record text. Enter an asterisk (*) in the search field to view a list of all records in the directory.

4. Press Search (Enter).

The search results will be shown on the screen. Each line on the list shows a hit.

6:4

Quick Info

6:5

NOW 2007

Show records
1. Select the record you wish to view with the help of the Arrow keys. 2. Press Enter or click the left mouse key.
The record text will appear:

To return to the list, press the Backspace key.

If you want to go back and search in the subscriber list, press Quick Info (Pause).

6:6

Quick Info

Connect calls from Quick Info

If you have a telephone number in Quick Info, you can use NOW to connect the call via the switchboard. In order for this to work, the number must be linked (normally shown as blue underlined text). The program recognizes which type of number it is and adds the right prefix (e.g. one or several zeros).

1. Press Connect Call (Num Lock)

The number is dialed via the switchboard.

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NOW 2007

Change text in a Quick Info record

Certain records may be designed so that you can update the text content in NOW. (The records are created in Directory Manager.) If the record can be changed, white fields with black text will appear in which you can enter data.

1. Click the left mouse key on the Update link.

2. Make the desired changes.

3. Click the left mouse key on the Save button.

If it is not possible to update the text, the fields will be grey.

6:8

Quick Info

Web links in Quick Info

Certain directories may contain Web links, which are normally shown as blue underlined text.

1. Click the left mouse key on the Web link.

2. The Web page is opened.

Click the left mouse key on the Quick Info button to return to the starting page.

6:9

NOW 2007

6:10

Settings

Settings
This chapter explains how to change text size, font and other settings in NOW.

7:1

NOW 2007

Change font and text size

In NOW you have the option of choosing the text size and font to be used on the screen. If you find it difficult to read the text on the screen try adjusting the text size and/or font.

Choose Settings in the Edit menu.

Press Alt + E to open the Edit menu. Press S for Settings. (You can also click the left mouse key on the menu you wish to open, and then on the desired function). Click the left mouse key on Fonts.

Click Change for the font you wish to change.

7:2

Settings

Sending Log files

When troubleshooting NOW it can be useful to inspect the log files. The files can be sent to support personnel. It is also possible to send the log files to Aastra using the Log Handling function.

1. Select Settings in the Edit menu 2. Click General and select Logging.

There are two different Log levels that can be set: One for NOW and one for Console. Console can be seen as a help program to NOW that needs to exist in order for NOW to function properly. The Log level for NOW must be set to one of the following options: Info Trace Debug Basic information. Extended log information for troubleshooting. All log information is included.

The Log level for Console must be set to one of the following options: Error Information about unrecoverable errors that

7:3

NOW 2007

Warning Info Trace Debug

prevents NOW from running. Information about errors that might cause NOW to lose functions, but where it still keeps running. Basic information, including the information above. Extended log information for troubleshooting. All log information is included.

3. Click Handle logs

In Log Handling you can choose to view the files, open the folder to explore the files, or send files as email.

4. Select one or several files and click Send email to send the files to Aastra.
To select several files hold down Ctrl while clicking the left mouse button on the files you wish to select.

7:4

Settings

Progressive search
With progressive search activated, the matching results are shown in the list as you type in the search field. Every time a new character is typed in the search field a new search is performed.

1. Select Settings in the Edit menu 2. Click Keyboard and select Progressive Search

To activate progressive search, check the Progressive Search checkbox. Search Start Delay: You can select for how long time NOW will wait until it performs the search for the text in the search field. Minimum Search Characters: Enter how many characters the search field at least must contain to perform the progressive search. For example, you may not want the search to be carried out after typing the first character, but after the third.

7:5

NOW 2007

Time zones
By default your time zone is set to the same as the server. You can change the time zone if you want to, for example when travelling or when the server is located in another time zone.

1. Select Settings in the Edit menu 2. Click General and select Advanced

Select time zone in the drop down list. You can see the deviation from Greenwich Mean Time (GMT) for the time zones. If you select Server time zone the same time zone as the server is selected, that is, the default.

Other settings
Other settings that can be configured or shown in the Settings dialog box can be found in the following section.

7:6

Settings

General Settings concerning activities/messages and confirmation. Advanced Advanced 2 Activating NOW on call, change to activity view on new activity Settings for playing greeting phrases when answering in NOW. This requires special hardware. Settings for log files (see 7:3 Sending Log files). Show system tray icon containing call counter, warning signals for calls in queue. Options for available languages. Settings and user details for presence server. Text symbols, settings for Dot Matrix Equipment.

Logging System Tray Icon

Language Presence Server Set for visually handicapped Server General Server Settings * Advanced Server Settings *

Settings for separation marks.

Settings for organization/department search and settings for extension flash. Clock Synchronizing * Settings for synchronizing between server and client computer clock. Available Directories * Lists available directories Search Settings Phonetic Search: Check the box if phonetics should be used when searching the directory. Multiple Field Search on Flash *: Specify in which fields in the

7:7

NOW 2007

database that NOW should look for the telephone numbers of incoming calls. Default setting is only the telephone number field. * These settings are configured in Configuration Manager or Directory Manager

Switchboard Settings for named Numbers such as switchboard, number prefix for external and international numbers. Client ID The switchboard client ID for identification to speech system. Special Number prefix For example a parking code that can be used to prevent the screen to be cleared when a number is missing in the directory.

Keyboard You can choose between using the standard layout of the numeric keyboard or if you want to use the inverted (telephone layout)

7:8

Settings

It is possible to select options for the Disconnect Keys: Disconnect all or currently active parties Disconnect Party A or Party B It is also possible to activate or deactivate the numerical keypad for dialing. The numerical keypad is active for dialing by default. You can define settings for using Soft Keys in order to create keyboard shortcuts. You can for example decide that when you press Alt+num2 you make a call to a certain telephone number. You can define shortcuts for phone calls (select Dial) and for searches (Select Search).

7:9

NOW 2007

7:10

Call Control

Call Control
In this chapter you can read how to handle calls and switchboard functions in NOW.

8:1

NOW 2007

Things you should know about call control in NOW

Functions may vary depending on how the CTC (CMG Telephony Server for Cisco CallManager) is configured. This user manual describes all functions in a generic way. Important! The attendant Phone cannot be used in order to invoque features by pressing softkeys. NOW does not support the use of softkeys on the attendant phone.

8:2

Call Control

Working area switchboard

This is the working area in NOW. The upper part is the switchboard user interface and the lower part is the directory/activity user interface. A B

In the switchboard user interface we have two fields, the A field and the B field. When you answer an incoming call, it will end up in the A field. When you then dial the number to where you want to transfer the call, the number ends up in the B field. You will have the calling party in the A field and the other in the B field.

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NOW 2007

Put switchboard on/off duty

1. Press on/off duty. (Ctrl + F12)
The bar to the left of the A field will turn green when the switchboard goes from off duty to on duty.

2. Press on/off duty. (Ctrl + F12)

The bar to the left of the A field will turn orange when the switchboard goes from on duty to off duty.

8:4

Call Control

Active/passive queues
Different NOW clients can have different queue setups. At the top of the NOW window there are buttons displayed for the incoming call queues.

When you have the switchboard on duty all your queues are active and when you have the switchboard off duty all queues that nobody else is on duty for will be inactive. When a queue is inactive the queue button will be grayed.

In the image above there are other attendants handling the four first queues but the last queue is private and therefore inactive when you are off duty.

In the image above there are no attendants handling any of the queues, they are all passive.

8:5

NOW 2007

Make a call
1. Search and select a subscriber.
Read about searching and selecting subscribers in the Searching subscribers chapter.

2. Press Dial number (NumLock).

The subscribers extension is displayed in the A field.

3. Call the extension by pressing Toggle A/B. (NumDel).

The called phone starts ringing.

You can also dial the number directly on the number pad: 1. Dial the extension.

8:6

Call Control
The numbers is shown in a window.

2. Press Answer/Connect (NumEnter)

The number is displayed in the A field.

3. Call the extension by pressing Toggle A/B. (NumDel)

The called phone starts ringing. To the left in the switchboard field there is a symbol of a bell indicating that the phone is ringing. When the subscriber answers the call the symbol changes to a green man. Ringing

Talking

8:7

NOW 2007

8:8

Call Control

Line State Information

It is possible to see the line state (busy/idle/forwarded) for an extension after and before dialing the number.

Line state information after dialing: 1. Dial the number from the subscriber list or by entering the number from the number pad.
Select subscriber and press Dial number (NumLock).

Or, use the number pad

And press Answer/Connect (NumEnter).

The subscribers extension is displayed in the A field (or the B if a call has been answered) along with a symbol indicating the line state of the extension.

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NOW 2007

Extension is idle

Extension is busy

Extension is forwarded
A B

A B

The dialed number (the forwarded extension). The extension the dialed number is forwarded to.

8:10

Call Control Extensions line state is unknown

When the system cannot get line state information of an extension this symbol will appear. For example, external phones or extensions that are logged out will show this symbol.

Line state information before dialing

It is possible to see if an extension is idle or busy in the directory list.

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NOW 2007

Answer incoming call

The queue buttons turn blue when calls are available. Below each button the number of calls in the queue is displayed. This is the total number of calls waiting:

Before answering a preview of the next call is displayed in the A field. This is indicated by a flashing green arrow. The number in the top right corner is the caller extension and the number in the bottom right corner is the called extension.

1. Press Answer/Connect (NumEnter) to answer the call.

The call is picked from the left most queue that have calls waiting.

2. You can also answer by pressing CTRL and one of the number keys.

8:12

Call Control
Choose the number that corresponds to the queue position (queue number) of the queue you want to pick a call from. Each queue has a queue number. The left most queue has queue number 1, the next 2 and so on. 1 2 3 4 5

You can see from which queue a call has been picked by looking for the white queue button.

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NOW 2007

Calls forwarded to switchboard

Calls can be forwarded from an extension to the switchboard. There are three ways a call can be forwarded: All calls forwarded to the switchboard, Call Forward All. Calls forwarded when there is no answer, Call Forward No Answer. Calls forwarded when the extension is busy, Call Forward Busy.

Call that was forwarded to the switchboard unconditionally

CFA is short for Call Forward All. In this example the call has been forwarded from the extension 7411 to the switchboard. You should not transfer the call to this extension as it will end up on the switchboard again.

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Call Control

Call that was forwarded to the switchboard because there was no answer on the extension

CFNA is short for Call Forward No Answer. The called extension is automatically dialed after you have answered the call. You can transfer the call again by pressing Answer/Connect (NumEnter) or you can search for a new subscriber to transfer to.

Call that was forwarded to the switchboard because the extension was busy

CFB is short for Call Forward Busy. The called extension is automatically dialed after you have answered the call. You can camp the call on the busy extension by pressing Answer/Connect (NumEnter) or you can search for a new subscriber to transfer to.

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NOW 2007

Queue list
It is possible to display a list of all calls in the queues.

1. Go to the Window menu in NOW. 2. Check the Queue list item and the Queue list will show on top of field A and B.

E F

A B C D

Name of the queue where the call is waiting. Caller extension and name if he/she exists in the directory. Called extension and name if he/she exists in the directory. Call status.

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Call Control

E F

Priority of the call. Time waiting in queue so far.

You can pick a call by selecting a call and doubleclick with the mouse. You can also pick a call with the keyboard: 1. Press ALT + Q to set focus on the list.

Pressing ALT + Q again will unset the focus.

2. Use up/down arrow keys to select the call you want to pick.

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NOW 2007 3. Press Answer/Connect (NumEnter) to pick the call.

If you leave the mouse over the queue list calls that are being disconnected will be grayed.

You can clear all disconnected calls from the queue list by dragging the mouse out of the queue list.

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Call Control

Transfer a call
1. Search and select a subscriber.
Read about searching and selecting subscribers in the Searching subscribers chapter.

2. Press Dial number. (NumLock)

The subscribers extension is displayed in the B field.

Here you can also use the keypad to dial the number directly.

3. Press Answer/Connect. (NumEnter)

The call is transferred to the subscriber.

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NOW 2007

Consult call
1. Search and select a subscriber.
Read about searching and selecting subscribers in the Searching subscribers chapter.

2. Press Dial number. (NumLock)

The subscribers extension is displayed in the B field.

Here you can also use the keypad to dial the number directly.

3. Call the extension by pressing Toggle A/B. (NumDel).

8:20

Call Control
The subscribers phone starts ringing.

4. Connect the two parties by pressing Answer/Connect (NumEnter).

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NOW 2007

Camp On Busy
1. Search and select a subscriber.
Read about searching and selecting subscribers in the chapter 2 Searching. You can also use the keypad to dial the number directly.

2. Press Dial number. (NumLock)

The subscribers extension is displayed in the B field. If the extension is busy the busy symbol will show in the B field.

3. Camp the caller on the busy extension by pressing Answer/Connect (NumEnter).

The caller gets put on hold while waiting for the extension to be available. If the caller has waited too long for the extension to be available the caller is pulled back to the attendants recall queue.

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Call Control

Park a call
After answering a call you can park the call to retrieve it later.

1. Press Park (End) to park the call.

The call is then parked in the park queue. This is the right most queue. You can handle this queue as the incoming calls queues.

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NOW 2007

Direct drop to voicemail

You can transfer calls directly to a subscribers voicemail.

1. Search and select the subscriber.

Read about searching and selecting subscribers in the Searching subscribers chapter.

2. Press Direct drop (Alt+x+a)

The caller gets transferred to the subscribers voicemail. He/she will be asked by a pre-recorded voice prompt to record a message.

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Call Control

Telephone number List

You can also transfer calls to any extension stored in the subscriber record:

3. Search and select the subscriber.

Read about searching and selecting subscribers in the Searching subscribers chapter.

4. Press Alt + Dial number (Alt + NumLock).

A list with the subscribers phone numbers appears:

8:25

NOW 2007 5. Select the number to call with the up/down arrow keys and press Dial number (NumLock).

The number is now displayed in the B field.

6. Press Answer/Connect (NumEnter) to transfer the call.

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Call Control

Transfer to an extension from Information

You have the possibility to transfer a call to an extension from the Information layout. This is only possible if there is one extension per line.

1. Search and select the subscriber.

Read about searching and selecting subscribers in the Searching subscribers chapter.

2. Press Information. (F9)

3. Put the marker on the line where the extension is located. 4. Press Dial number. (NumLock)

The extension is displayed in the B field. If the extension is external, NOW will automatically add a prefix if necessary.

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NOW 2007 5. Press Toggle A/B. (NumDel)

The extension is called. When you hear a ringing tone or the called party answers you can press Answer/Connect (NumEnter) to connect the two parties. You can also transfer the call by pressing Answer/Connect (NumEnter) directly after dialing the extension (when the extension is displayed in the B field).

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Call Control

Toggle between parties

When you answer an incoming call, it ends up in the A field. When you then dial an extension and presses Toggle A/B (NumDel) the second party ends up in the B field. Pressing Toggle A/B (NumDel) will toggle between the two parties. The field of the party you are talking to is white, and the field of the party on hold is grey.

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NOW 2007

Disconnect call
You can disconnect the party in field B by pressing Disconnect B (Num+). You can disconnect the party in field A by pressing Disconnect A (Num-).

Disconnect A Disconnect B

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Call Control

Consult call to external number

If you dial an external number a phone with a question mark will appear; this is because the switchboard cannot tell if the extension is busy, idle or forwarded.

If you then press Toggle A/B (NumDel) to make a consult call and the extension is busy the busy symbol will appear in the B field.

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NOW 2007

Recall
When a call is pulled back from a transfer it ends up in the recall queue.

1. Press Answer/Connect (NumEnter) to answer.

The number in the top right corner is the caller extension and the number in the bottom right corner is the extension to where the call was transferred.

2. Press Answer/Connect (NumEnter) if you want to try to transfer the call to the same extension again.

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Call Control
The transfer extension starts ringing or if the transfer extension is busy the call starts camping on busy.

3. Or, search and select a new subscriber to transfer to.

Read about searching and selecting subscribers in the Searching subscribers chapter.

4. Press Dial number. (NumLock)

The subscribers extension is displayed in the B field.

You can also use the keypad to dial the number directly.

5. Press Answer/Connect. (NumEnter)

The transfer extension starts ringing or if the transfer extension is busy the call starts camping on busy.

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Recall reasons
There are two reasons why a transferred call is pulled back to the attendant There was no answer at the extension. The extension was busy and the camp on busy timed out.

Call returned because there was no answer

Call returned after camping on busy

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Forwarded phone
If a subscriber has forwarded his/her phone you will automatically get information about his/her activity.

To transfer to another subscriber: 1. Search and select the subscriber.

Read about searching and selecting subscribers in chapter 2 Searching.

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NOW 2007 2. Press Dial number (NumLock)

3. Press Answer/Connect (NumEnter).

The call is transferred.

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Breakthrough on forwarded phone

1. Search and select the subscriber.
Read about searching and selecting subscribers in chapter 2 Searching.

2. Press Breakthrough (F3)

It starts ringing on the extension.

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Repeating the latest dialed number

1. Press Shift + Dial number (Shift + NumLock).

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Symbols in NOW
Incoming call

Extension available/idle

Talking

Extension unavailable/busy

Extension is forwarded

Ringing

Line state unknown If Mobile Access is installed in the system: Forwarded to interactive voice response Forwarded to operator Forwarded to voice mailbox Forwarded to mobile phone

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Quick commands in NOW

Ctrl + K Ctrl + A Ctrl + T Ctrl + R Ctrl + L Alt + F4 Alt + F2 Alt + 1-6 Ctrl + P Alt + P Alt + Connect Call (Num Lock) Alt + M Acknowledge message List all messages Same extension Same room Log out Exit NOW Change register Move cursor to another search field Print unacknowledged messages Print the selected subscribers messages Show telephone number list Dial the mobile number for selected subscriber (Only availble if Mobile Access is installed)

When the plus (+) sign is used in the manual, this means that the keys are pressed at the same time.