Norstar Digital Networking - Messaging

Voice mail, faxes, e-mail, and more. Messaging is a critical part of doing business today. That's why Norstar offers a complete suite of messaging applications, each one fully integrated with your Norstar business communications systems and telephones.

Norstar Flash Voice Mail – Three affordable voice mail solutions, for 1-40 users, that pack in a lot of features - choose from options such as Auto Attendant, Auto Operator, Auto Messenger and Auto Call Distribution

Norstar Voice Mail – For up to 1000 users, Norstar Voice Mail delivers easy access to advanced applications and sophisticated features usually found only in much larger systems, such as Fax Messaging, Desktop Messaging and Call Center applications

Norstar Desktop Messaging – Voice, fax, and e-mail messages delivered to your computer screenand data communications across your enterprise

With Norstar, all the communication tools you need throughout the day are delivered seamlessly, right to your desktop. And, you can look to the LCD window of your Norstar Telephones or Business Series Terminals to guide you every step of the way.
Model by model details below...
Norstar Flash Voice Mail

When it comes to voice messaging, there's a powerful Norstar solution that delivers superior performance for a LOT less money, to businesses with 1-40 users and smaller caller volumes.

Norstar Flash Voice Mail is a revolutionary solid-state solution for intelligent voice processing from Nortel. It's specially designed to work with your Norstar business communications system. And it's loaded with everything you need to make your phone system pay for itself-including Auto Attendant, Cascading Off-Premise Message Notification, and Integrated Calling Line ID.

The same LCD Window that makes your Norstar system so intuitive steps you through all the features of Flash Voice Mail. And this unrivaled ease of use reduces training costs for your employees and quickly expands your business capabilities.

Flash Voice Mail is 4 assistants in 1.

Auto Attendant can work completely on it's own. Auto Attendant features act like a dynamic receptionist, making sure your Norstar business phone is answered promptly and properly, 24 hours a day.

Auto Operator can route and reroute calls. Custom Call Routing features act like a super-efficient switchboard operator, using Auto Attendant to bypass the receptionist and make sure important outside calls are routed directly to the person the caller wants to speak with.

Auto Messenger can record and send voice messages. Voice Mail features act like an electronic messenger, making sure to accurately record what your caller said and how they said it. And it stores your messages in your very own mailbox. Incoming callers hear a greeting in your own voice.

Auto Call Distribution can help you create a small order desk, reservations office, customer service department or technical support center. Callers can select to leave a message in a general voice mailbox, or wait in queue for the next available employee while listening to digital voice announcements promoting your products or services. Your agents can log in from any Norstar station without dedicating the station to the ACD. And the Flash ACD system can be programmed from any Norstar station with a 2-line display.

Flash Voice Mail comes in 3 models:

Flash Light is for business sites with 1-11 users that don't require advanced messaging features. It includes 90 minutes of memory to store greetings and messages.

Flash 2 is for business sites with 1-25 users that can benefit from applications like Auto Attendant and Custom Call Routing. It includes 2 ports, up to 24 mailboxes, and 90 minutes of memory.

Flash 4 is for businesses with 1 - 40 users that need more advanced messaging applications at an affordable price. It includes 4 ports, up to 48 mailboxes, and 180 minutes of memory.




Norstar Voice Mail

Voice Mail : The Power of Productivity

When every phone call means business.
Billions of voice mail messages are delivered every workday around the globe. Voice mail saves time, money and aggravation. It boosts productivity. And customers, vendors, and employees alike have come to rely on its convenience. Norstar Voice Mail is like a personal assistant that answers your telephone and takes messages for everyone in your company-with complete accuracy-24 hours a day, 7 days a week. Voice mail frees employees to concentrate on the revenue-generating work at hand, confident that they won't miss a phone call, plus it gives your customers and suppliers direct access to the person they want to reach, cutting down on "telephone tag."

Norstar Voice Mail is for business sites that require up to 1000 mailboxes and have the need for advanced applications. It provides seamless integration with the Norstar business communications system through the Norstar Applications Module, a strong, flexible PC-based platform. This tight integration gives you access to features and functionality normally found in larger systems, such as:

Message forwarding, Timed delivery of messages, Extended absence greeting, Customizes directory, Call screening, Enhanced multiple recipient addressing, Integration with your Norstar telephones LCD window, Remote notification messaging, Toll fraud prevention, Calling-line ID integration, 200 hours of storage time for greeting and messages.

Norstar Applications Module supports up to 32 voice channels, so it can drive multiple integrated applications such as Voice Mail plus Fax Messaging, Desktop Messaging, or Digital Networking.

And Norstar Voice Mail also integrates with other Norstar Applications such as Automated Call Distribution.

Voice mail frees employees to do other work.

All you need to manage your incoming calls-and save a tremendous amount of staff time-is Norstar Voice Mail:

Auto Attendant directs all incoming calls, routing them based on Calling Line ID information.

Auto Receptionist answers calls when you're busy-it works 365 days a year with no breaks-freeing up your receptionist to work more with customers, vendors, and visitors.

Information Desk provides answers to commonly asked questions through information mailboxes.

Voice mail improves employee productivity.

Since studies show that 50% of all business calls involve one-way transfer of information – voice mail sends your productivity skyrocketing.

The standard Mean Time Between Failure (MTBF) is more than 9 years for the Norstar Applications Module. It's built to run continuously, with ruggedized components and electric supply-because you always need access to your voice mail system. Norstar's standard of reliability has helped make it the best-selling small system choice of businesses around the world.
Desktop Messaging: The Power of Information Access

Voice, fax and e-mail messages – delivered right to your computer screen.
Norstar Desktop Messaging is the solution to information overload. It lets you retrieve all incoming information-voice, fax and e-mail messages-directly from your computer screen. At a glance, you can see who the messages are from, when they arrived, and how urgent they are. You can read or listen to them in any order, forward or save them-all at the click of a mouse button. The bottom line? With Norstar Desktop Messaging you're in control, and your personal productivity skyrockets.

Norstar's advanced functionality, easy-to-use applications, scalability, and total system integration give you a powerful, seamless, cost-effective network that can grow along with your business.

Retrieve all your messages-voice, fax and e-mail-from a single list on your computer screen – Simply click the message you want. If it's a voice mail message, it will play using your computers sound card. Reading and answering E-mail is just as easy. If it's a fax, just point and click to bring it up on your computer screen. Then you can view it, and forward, print, or save it in a folder as you choose.

Very easy to use – Norstar Desktop Messaging uses the Microsoft Exchange format for its Commands. And your employees can also use this same interface to access Norstar Voice Mail and Fax Messaging. With this user-friendly interface, you simply point and click on icons to send, retrieve, and forward voice, fax, and e-mail messages. You can create file folders to store messages based on how you work. And even access advanced Norstar Voice Mail features from easy-to-use pull-down menus.

A flexible application platform – Compatible with a variety of software, Norstar Desktop Messaging is MAPI-compliant (Microsoft's programming language for mail systems) and works with Microsoft Exchange, a standard issue with Windows 95 or Windows NT.

Traveling employees can access all their messages – Voice mail, fax and e-mail-with a single phone call and view them all right on their computer screen. Using a laptop computer, Norstar Desktop Messaging lets them work as if they were in the office.

One-stop shopping from an industry leader – Other voice mail systems can only "connect," not integrate. They can't offer telephone softkey integration or advanced features. With Norstar Voice Mail and Desktop Messaging, you get full integration with your Norstar system, one-stop shopping, and support for both telephone and computer application business solutions.
Call Centers
Begin with a PRELUDE ACD and upgrade to CINPHONY ACD as your needs grow!!!
PRELUDE ACD CINPHONY ACD
PRELUDE is designed for businesses with up to 15 active telephone agents, 3 groups, and 30 incoming lines. Additional features include:

Scalable from 2 to 80 agents, 80 groups, and 120 lines

High-speed automatic call distribution powered by our digital, state-of-the-art Norstar switch

Co-residency on the Norstar Applications Module with other applications (or by itself)

Full integration with Norstar Voice Mail, Computer Telephony Integration, and Desktop Messaging

\ Real-time group and system status displays 17 in-depth management reports on agent, group, and system performance

LAN-based reporting give real-time information access to supervisors and agents

Advanced call routing and handling with skills-based routing

Offer preferential treatment to VIP customers with Priority Queuing

Inform your customers how quickly their call will be answered using Q-Time Announcements
CINPHONY supports from 30 agents and 80 phone lines, up to 80 agents and 120 phone lines. In addition to the features offered by PRELUDE, CINPHONY offers the following enhancements...

Intelligent call routing

Call categorization

Emergency routing

Ability to export ACD information to other popular software tools for specialized reporting

Supervisory tools such as silent monitoring of agent calls, agent help key, and agent record call

17 Call Management reports available on the desktop via LAN-based server reports on agent, group, and system performance

Route order configuration
Features and Benefits common to both CINPHONY and PRELUDE ACD:
Features

High-speed automatic call distribution powered by our digital, state-of-the-art Norstar switch
Co-residency on the Norstar Applications Module with other applications (or by itself)
Full integration with Norstar Voice Mail, Computer Telephony Integration, and Desktop Messaging
LAN-based reporting give real-time information access to supervisors and agents
Advanced call routing and handling with skills-based routing
Offer preferential treatment to VIP customers with Priority Queuing
Inform your customers how quickly their call will be answered using Q-Time Announcements

CINPHONY's superior supervisory tools – Built-in supervisory features include silent monitoring of agent calls, an agent help key that lets agents reach a supervisor instantly, and a real-time status display that lets supervisors know what's happening every second. With call categorization, agents can enter a category code that shows what type of call was handled. Then supervisors can see how many calls of a particular type are coming in.

Companies that need to record certain calls for agent training purposes appreciate CINPHONY'S agent record call feature. The agent simply presses a button to record the call, and the supervisor can play it back immediately.

Benefits

With CINPHONY's advanced call handling capabilities, you can answer more calls with the same number of staff, help reduce abandoned calls, cut long-ringing and hold time, and improve customer service.

Cost-effective ownership
Tight integration with Norstar applications
Clear migration path
Unsurpassed customer service
Increased revenue opportunity

Cost-effective ownership – PRELUDE and CINPHONY have never been more cost-effective to own. Why? Because they run on the same Norstar Applications Module (NAM) with Norstar Voice Mail and other Norstar applications. This leverages your investment in Norstar hardware, since you can add strong call center capabilities to your other applications with a simple software addition.

Tight integration with Norstar applications – Both PRELUDE and CINPHONY ACD work seamlessly with Norstar Voice Mail. Your callers can use Norstar Voice Mail voice menus to reach information mailboxes, access fax-on-demand services, or leave a voice mail message. Your agents and supervisors can also take calls on the move with Companion wireless. With Companion, agents can move about the office, yet receive calls and information on the portable's (C3050 and C3060) display - just as if they were at their desk.

Clear migration path – When your business grows beyond the capacity of PRELUDE, you can upgrade to CINPHONY, Norstar's largest ACD system, quickly and easily with a simple software installation.

Unsurpassed Customer Service – With PRELUDE and CINPHONY ACD, you get more advanced call routing options than ever before. Flexible routing options let you send callers to the agent with the most experience or automatically route VIP callers to special agents or departments. Or you can send callers to the agent who's been idle the longest - it's YOUR choice. Automatically route based on Dialed Number Identification Service/Direct Inward Dialing (DNIS/DID) information or Automatic Number Identification/Calling Line ID (ANI/ICLID) information - again, it's YOUR choice.

PRELUDE and CINPHONY ACD systems also provide callers the opportunity to take advantage of"self-service" routing options. Automated Attendant and Caller Directed Routing allow calls to be routed based on digits entered by the caller.

Automated Attendant allows callers to enter a single digit number to route their call to the appropriate group. With Caller Directed Routing, callers can enter multiple digit numbers (up to 16 digits), such as a credit card or product number, to route a call to the appropriate ACD group. Through the Qtime Announcement feature, PRELUDE and CINPHONY are also capable of providing the caller with important information regarding how long they may wait before being answered by an available agent.As your call handling needs get more specific, remember that CINPHONY can route calls to any of 80 different groups. That means better customer service and more efficient use of agent resources.

PRELUDE and CINPHONY's built-in recorded announcements give callers in queue a chance to hear about your products and services - prompting them to ask your agents for additional information. Exceptional for retail, catalog sales, and manufacturing, PRELUDE and CINPHONY's recorded announcements reinforce your merchandising - and follow up that reinforcement with an immediate opportunity to purchase!

With these advanced call-handling capabilities, you can answer more calls with the same number of staff, help reduce abandoned calls, cut long ringing and hold time, and improve customer service.

Increased revenue opportunity – Built-in recorded announcements give callers in queue a chance to hear about your products and services - prompting them to ask your agents for additional information. Exceptional for retail, catalog sales, and manufacturing, PRELUDE and CINPHONY's recorded announcements reinforce your merchandising - and follow up that reinforcement with an immediate opportunity to purchase!