Gebruiksaanwijzing /service van het product P0887496 01 van de fabrikant Nortel Networks
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1-800-4 NORTE L www.nortel.com/n orstar Nors tar i s a tr adem ark of Nort her n Tele co m P08874 96 01 Printed in Cana da Norstar is a tradema rk of Northern Tele com © Copyrig h t Northern Tel eco m 19 98 Norsta r PC Cons ole 1 .
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P0887496 01 Norst ar PC Conso le 1.1 Use r Guide T able of contents Chapter 1 Introduction to Norstar PC Console 1 About thi s guide 1 Conv ent ion s 2 Naming of window compone nts 2 Using the ke yboa.
ii Norsta r PC Console 1 .1 User Guide P088749 6 01 Usi ng th e menu ba r 24 File menu 24 Edit m enu 24 View menu 25 T ools menu 2 5 T ransfer menu 26 Caller menu 27 T arget menu 28 Attendant menu 29 .
iii P0887496 01 Norst ar PC Conso le 1.1 Use r Guide Chapter 7 Generating reports 69 Report types 69 Calls b y Customer s report 69 Calls to Employ ee s repor t 70 Ext e nsion Di rect o r y report 70 .
iv Norsta r PC Console 1 .1 User Guide P088749 6 01.
P0887496 01 Norst ar PC Conso le 1.1 Use r Guide Introduction to Norstar PC Console Norstar P C Console is an applic ation tha t provides ce ntralized call mana gement and call activity r epor ti ng capabili ty to a business.
2 Introducti on to Norsta r PC Console Norsta r PC Console 1 .1 User Guide P088 7496 01 Conventions Naming of window components Ref e r to Compone nts of t he Attenda nt main window on p age 21 for window ter minolo g y us ed in this document.
Introducti on to Norstar PC Con sole 3 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide Shortcut keys defined on the menus Shor tc ut ke y comb inations are indica ted besid e some me nu comma nds. In case s where th e Ctrl ke y is with a nother key , make sure to hold the Ctrl ke y down while p ressing t he secon d ke y i n the comb ination.
4 Introducti on to Norsta r PC Console Norsta r PC Console 1 .1 User Guide P088 7496 01 • transfer a call to voice mail • link tran sf er • park a call and page a n employ e e • camp a call on an ex tension T o use r ight- click mouse c apabilit y: 1.
P0887496 01 Norst ar PC Conso le 1.1 Use r Guide Understand ing Norstar PC Console Norstar P C Console is a client/se r ver software applicati on that co nsists of t he follo wing three interrela ted programs ope rating toget her under a Windows operatin g systems: • Ser v e r progr a m.
6 Underst anding Nors tar PC Conso le Norsta r PC Console 1 .1 User Guide P088 7496 01 Reports program The Repor t s program provides infor mation abou t incoming c alls to your company . Repor ts can help you identify tr ends and find answers to question s bef ore they become pr ob l ems.
Understand ing Norstar PC Console 7 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide Attractivene ss of PC compat ibility Norstar P C Console h as combine d telecom munications w ith persona l computi ng to make the attendant’ s job easier , faster , a nd more e fficient.
8 Underst anding Nors tar PC Conso le Norsta r PC Console 1 .1 User Guide P088 7496 01.
P0887496 01 Norst ar PC Conso le 1.1 Use r Guide Gettin g started Once your Norsta r PC Consol e system i s set up and checked b y the in staller or system adminis trator , you can us e the Norstar PC Conso le programs. Bef ore you han dle call s, y o u should k now how to star t a nd e x it from N orstar PC Console on your PC.
10 Ge tting star t ed Norsta r PC Console 1 .1 User Guide P088 7496 01 Shutting do wn the Server pro gram W e recommend that you l eav e the S er ver program run ning at all ti mes. In the ev ent you must shut it down, p erf or m the following steps. T o shutdown the S er ver program: 1.
Gettin g star t ed 11 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide Minimizing and maximizing the Attendant main window The Attenda nt main win dow can be minimized or max imized depe nding on your nee ds. T o minimi ze the Attendant m ain window: 1.
12 Ge tting star t ed Norsta r PC Console 1 .1 User Guide P088 7496 01 Initializing and configur ing the Attendant pro gram Each PC that has th e Attendant program instal led must be se t up to hand le calls e ither as a full-time m ain attend ant, par t -time main a ttendant, ba ckup attendant, overflow attendant or assist ant atte ndan t.
Gettin g star t ed 13 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide 7. Click Close . The Norstar PC Console Attendant wi ndow main window appears. 8. As soon as the At tendant program b egins communi cating wi th the Ser ver program, the Serve r icon, , appears in the Status Bar at the bottom o f the Attend ant main window .
14 Ge tting star t ed Norsta r PC Console 1 .1 User Guide P088 7496 01 Once the settings are complete d, the Atten dant program dis pla y s all inc oming ca lls to the attendant’ s telephon e which a ppear on the Attendant m ain window as a yellow Ringing Loop button.
Gettin g star t ed 15 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide When the a ttendant ne eds to leave the posi tion, the b ack up atten dant positio n can be activated by using the OU T button, , on the Attenda nt main window .
16 Ge tting star t ed Norsta r PC Console 1 .1 User Guide P088 7496 01 T o define th e ov erflo w ex tension : 1. On the Options tab on the Options dialog box, click the Extension bo x i n the Redirec t calls to group bo x. 2. T ype the overflow attenda nt’ s e xtension numb er .
Gettin g star t ed 17 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide Setting up ot her attendant features Attendant f ea tures for the different setups are con figured thr ough the Option s dialog b o x. O n the Tools menu, click Options to displ a y this d ialog box.
18 Ge tting star t ed Norsta r PC Console 1 .1 User Guide P088 7496 01 Notifying the attendant of incoming calls There are two wa ys an attendant c an be noti fied of in coming c alls: • When the attendant i s busy working on other a ctivities in Windows, Norstar PC Conso le is usually min imized on the Wi ndows taskbar .
Gettin g star t ed 19 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide Setting the Attendant Selected option In additio n to the Full tab in the Dire cto ry group box of the Attendan t main window , the re is a Selected tab t hat allows the atte ndant to vi ew a selected su bset of the full direc tor y .
20 Ge tting star t ed Norsta r PC Console 1 .1 User Guide P088 7496 01.
P0887496 01 Norst ar PC Conso le 1.1 Use r Guide W orking with the Attendant main window This secti on explains how to use th e buttons and group box es on th e Norsta r PC Console Attendant main window wit h the mo use and the keyboard.
22 Working with the A ttendant mai n window Norsta r PC Console 1 .1 User Guide P 0887496 0 1 Title bar The title bar is loc ated at th e top of th e Attendan t main wi ndow . T he program icon t hat app ears on the left s ide of the title bar when c lic ked contain s: Restor e, Mo ve, Siz e, Minim ize, Maximize, and Close.
W orking with t he Attendan t main win dow 23 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide Directory group box The Direct ory group bo x, located a t the bottom of the Atten dant main window , con.
24 Working with the A ttendant mai n window Norsta r PC Console 1 .1 User Guide P 0887496 0 1 Using the m enu bar The menu bar displays the drop -down menus av ai lable from the Norstar PC Console Attendant main window . From these drop- down menus you can acces s many of the features a vail able on Norst ar PC Cons ole.
W orking with t he Attendan t main win dow 25 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide View menu The View menu command s are: Tools menu The Tools menu c ommands are: Transfer Past e transfers a call to the number in the Clipbo ard. Caller Inform ation.
26 Working with the A ttendant mai n window Norsta r PC Console 1 .1 User Guide P 0887496 0 1 Transfer menu The Tr ansfer menu comma nds are: Options… opens the Options di alog box which has three tab s.
W orking with t he Attendan t main win dow 27 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide Call er m enu The C aller menu comma nds are: Tra nsfer to Targ et tr ansfers the acti v e call to t he e xtensi on in the Ta rget bo x . The Tran sfer button performs the same f unction.
28 Working with the A ttendant mai n window Norsta r PC Console 1 .1 User Guide P 0887496 0 1 Target menu The Target menu co mmands a re: Join Caller connec ts two call ers by joining the active cal l with the call that is on hold. Refer to Linkin g and Joi ning cal ls on pag e 50 .
W orking with t he Attendan t main win dow 29 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide Attendant menu The Attendant menu c ommands a re: Help menu The Help me nu options inc lude: Using the toolbar The toolbar contain s sev eral buttons t hat provide quick and easy acces s to so me of the Norstar P C Console f unctions.
30 Working with the A ttendant mai n window Norsta r PC Console 1 .1 User Guide P 0887496 0 1 The toolbar contain s the following:. The IN and OUT b uttons a re used to indicat e whether or not you are able to take calls.
W orking with t he Attendan t main win dow 31 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide A total of si x Loop b ut tons, labeled F1 to F6, are l ocated on the left s ide of the Attendant main wind ow and are used to ans wer a call. Each Loop b utton repres ents a po tential c all in-pr ogress.
32 Working with the A ttendant mai n window Norsta r PC Console 1 .1 User Guide P 0887496 0 1 Using the C aller Information gro up box The C aller Information group box is lo cated in t he top, center of the Attendant m ain window .
W orking with t he Attendan t main win dow 33 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide The Edit Caller Information dialog box This dial og box is disp la yed when you click th e Edit button in the Caller Information gr oup box. This is where infor mation a bout call ers is c hanged or add ed.
34 Working with the A ttendant mai n window Norsta r PC Console 1 .1 User Guide P 0887496 0 1 The following buttons appear in the E dit Caller Information dialog b o x: Using the call processing area .
W orking with t he Attendan t main win dow 35 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide The follo wing buttons appear in the call pr ocessing area: Using the D irectory group box The Dire ctory group box is loca ted at th e bottom of t he Attendan t main win dow .
36 Working with the A ttendant mai n window Norsta r PC Console 1 .1 User Guide P 0887496 0 1 Search and edit functions in the Directory group box The buttons and b o xes in the Dire ctory gr oup box are used to sea rch for and edit em plo yee informati on that app ears in the Direct ory lis t.
W orking with t he Attendan t main win dow 37 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide The Edit Employee Information dialog box. This dial og box appears when you click the Edit button in the Dire cto ry group box. This is where informa tion about emp loy ees can be change d or added.
38 Working with the A ttendant mai n window Norsta r PC Console 1 .1 User Guide P 0887496 0 1 The follo wing buttons appear in the Edit Employe e Information dialog box: Directory lis t Directory list tab views There are four Directory list views that are acces sed by clicking on tab s.
W orking with t he Attendan t main win dow 39 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide Directory list employee and extens ion information Each one of the Dir ect ory list ta b views contains th e follo wing t ypes of empl o yee and ex tension inf ormati on.
40 Working with the A ttendant mai n window Norsta r PC Console 1 .1 User Guide P 0887496 0 1 The remai nder of the c olumns i n the Direct ory list ar e labele d as follows: Sorting information in the Directory list tabs Extensi on and emp loy ee informati on contai ned in the Dire ctory list t abs can be s or ted i n diff erent ways .
P0887496 01 Norst ar PC Conso le 1.1 Use r Guide Handling calls With Nor star PC Cons ole, y ou can manage c alls using e ither your PC’ s mouse o r the ke yboard. W hen a ca ll come s in, you can r espond to the caller e ither b y usi ng the telepho ne or a headset .
42 Handli ng cal ls Norsta r PC Console 1 .1 User Guide P088 7496 01 A new inco ming cal l is ind icated by a yellow Loop button that displ a ys the word Ringing .
Hand li ng ca ll s 43 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide 2. Answer the call with your company greeting an d deter mine from the cal ler to whom t hey wish to s peak. If you are answ er ing a cal l from this number and/or company for the first time, you can enter calle r inf or mation.
44 Handli ng cal ls Norsta r PC Console 1 .1 User Guide P088 7496 01 Using the Directory tab views The tab vi e w a rea in the Dir ectory group b o x c ontains v ar ious v iews of e x tension s. T o search by Ex tension or Name: 1. Click the Full , BLF , A ssig ned or Se lect ed tab.
Hand li ng ca ll s 45 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide Using the Department box Y ou can search for a name by depar tment on the Full tab us ing the Depa rtment bo x. T o search by dep ar tment: 1. Click the down arrow of t he Department b o x.
46 Handli ng cal ls Norsta r PC Console 1 .1 User Guide P088 7496 01 T o transfer using the Target bo x: 1. Make sure the extensio n in the Targ et box is correct. Double-clic k the te lephone s tatus icon to th e right of the Tar get box or click Transf er .
Hand li ng ca ll s 47 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide Parking, h olding and screen ing calls Norstar P C Console p rovides you with the capa bility t o screen cal ls for the called p erson, to place the calls o n hold and to park c alls so that the called pe rson ca n be paged.
48 Handli ng cal ls Norsta r PC Console 1 .1 User Guide P088 7496 01 T o retri ev e a pa rked call: 1. On the Cal ler menu, click View Parke d Calls. 2. Select t he par ked call in the Pa rke d Calls dialo g bo x . 3. Click Retrieve . OR 1. On the too lbar , click .
Hand li ng ca ll s 49 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide 3. When the a ctive call is pla ced on hol d, the Loop button labe l changes to Hold and th e Loop button co lor changes to blue. T o place a call on Hold at an a ctive e xtens ion: 1.
50 Handli ng cal ls Norsta r PC Console 1 .1 User Guide P088 7496 01 Contacting employees using Voice Call This feature can be us ed as an i ntercom to ta lk direct ly through th e speaker of the em plo y ee’ s telephone. T o use the Voice Call b u tton: 1.
Hand li ng ca ll s 51 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide 3. Click . The Loop button label shows Activ e , and the number in t he Target box is tone dialed. 4. Click the Link button to se t up a conference call between th e incomi ng call, the outgoing call an d the At tendant.
52 Handli ng cal ls Norsta r PC Console 1 .1 User Guide P088 7496 01 Responding to a callback that a called party returned A call that th e called person el ects not to take can be handl ed by y ou according to instr uct ions that you or your company have established.
Hand li ng ca ll s 53 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide Making a cal l from the att endant’s extension As the at tendant, you can call any extension within th e company as well as any outs ide number .
54 Handli ng cal ls Norsta r PC Console 1 .1 User Guide P088 7496 01 Managing calls at the em ployee’s telephone Norstar P C Console h as features which allow the employ ees to a lso manage t heir ca lls from their telep hones.
Hand li ng ca ll s 55 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide By looking at the caller ’ s name or Calle r ID name in the displ a y area of the Norstar telepho ne, the ca lled perso n decide s to join the ca ller with th e current ca ll. T o send the call to the attendan t who asks the caller i f they want to interru pt: 1.
56 Handli ng cal ls Norsta r PC Console 1 .1 User Guide P088 7496 01.
P0887496 01 Norst ar PC Conso le 1.1 Use r Guide Maintaining caller and employee informatio n Norstar P C Console m anages both c aller and employ ee inform ation.
58 Mai ntaining caller and employee inf or mation Norsta r PC Console 1 .1 User Guide P088 7496 01 3. Click . This clears all bo xes in t he Edit Caller I nformation dialo g bo x and allows you to creat e a new caller r ecord. 4. In the Name b o x, type the c aller’ s na me in the for mat last name first , space, then f irst name.
Maintai ning calle r and emp lo yee infor mation 59 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide T o create a new caller reco rd when th ere are no a ctiv e calls : 1. Click Edit in th e Caller Information group bo x. The E dit Caller Information d ialog box appears.
60 Mai ntaining caller and employee inf or mation Norsta r PC Console 1 .1 User Guide P088 7496 01 Finding and editi ng caller information Caller i nf or mation c an be edit ed at any ti me and the changes can be saved. T o find ca ller in f or m ation: 1.
Maintai ning calle r and emp lo yee infor mation 61 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide Note : If you answ er a cal l and then op en the E dit Caller Information dialog b o x witho ut first se lecting a name f rom the Name box list, you must click Edit twi ce.
62 Mai ntaining caller and employee inf or mation Norsta r PC Console 1 .1 User Guide P088 7496 01 T o sor t a column of informat ion in the Directo r y: 1. Click the tab for the view you want to sor t, either Full , Select ed or Assigned . Informati on in the BLF tab view appear s in the same or der you selecte d for Full vie w .
Maintai ning calle r and emp lo yee infor mation 63 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide 3. In the Name b o x, t ype the first l etter or letters of the employee’ s l ast name. Note : If the employee’ s first name is use d instead of their last nam e, type the fi rst letter or letters of the emp lo yee’ s first name.
64 Mai ntaining caller and employee inf or mation Norsta r PC Console 1 .1 User Guide P088 7496 01 T o search by dep ar tment: Note: A depar tment sear ch takes pri ority over a name s earch. 1. Click the down arrow of t he Department b o x in th e Directory group box.
Maintai ning calle r and emp lo yee infor mation 65 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide T o add or c hange an e xten sion: 1. In any Directory t ab view ( Full , BLF , Select ed or Assigned ) , click the extension in the Directory list about which you wi sh to cha nge or add in f o rm ation.
66 Mai ntaining caller and employee inf or mation Norsta r PC Console 1 .1 User Guide P088 7496 01 Using the Make Caller butt on This func tion is use d when an em plo yee calls from a custom er’ s offic e. T o assig n the name o f an employee to a caller r ecord: 1.
Maintai ning calle r and emp lo yee infor mation 67 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide Note : F or a blank Note box, delete what is in the Note bo x then press En ter . T o sav e e mploy ee edit c hanges: 1. Cl ick in the Edit Employee Information d ialog box.
68 Mai ntaining caller and employee inf or mation Norsta r PC Console 1 .1 User Guide P088 7496 01.
P0887496 01 Norst ar PC Conso le 1.1 Use r Guide Generating reports Norstar P C Console a utomaticall y collec ts informa tion about incomin g calls and trac k s how calls are proces sed. Th is impor tant in f or m ation is available through Repor ts to he lp spot trends a nd provide answers to questio ns before they become pr oblems.
70 Ge nerating repo r ts Norsta r PC Console 1 .1 User Guide P088749 6 01 Calls to Employees report The Call s to Emp lo yee re por t sh ows the type of calls e mploy ees are receiv ing over a defined time p eriod.
Generating re por t s 71 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide Working with the Reports window Y ou can get to the Norstar PC Console Reports window by clicking on Tools o n the Attenda nt main menu an d then cho osing Reports .
72 Ge nerating repo r ts Norsta r PC Console 1 .1 User Guide P088749 6 01 Period group box Note :T h e Period group bo x is ac tiv e provided a v alid dat abase is sele cted and a Repor t T y pe is s elected that requir es a Repor t P er iod to be de fined.
Generating re por t s 73 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide Employ ees and cust omers group boxes Y ou can use these box e s to choo se cust omers or e mploy ees f or which a rep or t is to b e generated.
74 Ge nerating repo r ts Norsta r PC Console 1 .1 User Guide P088749 6 01 Customers and Employees Selec tion dialog box The Custo mer and Employee Selection dia log box es a re where you can choose whi ch Employ e es or Custom ers to i nclude in a repor t.
Generating re por t s 75 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide T o poin t to a databa se usin g Select : 1. Click Select . Th e Open dialog box appear s. 2. Click the Look in box. 3. In the d rop-down li st, loca te and cli ck Hard drive (C:) , then cl ick Program Files .
76 Ge nerating repo r ts Norsta r PC Console 1 .1 User Guide P088749 6 01 Set ting the re po r t perio d Some rep or ts requi re a repor t per iod . The repor t pe riod defi nes the tim e span for which data is consid ered. If the repor t type ch osen does n ot require a repor t per iod, the Period group b o x i s inactive.
Generating re por t s 77 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide T o cancel a selecti on you made, press the Esc ke y or clic k Cancel . The Period grou p bo x informati on is not changed. Clearing a date A date ca n be clea red by deleting t he content s of the ed it bo x.
78 Ge nerating repo r ts Norsta r PC Console 1 .1 User Guide P088749 6 01 Create Report bu tton When all the data ne eded to cr eate a r epor t has b een provided i n the other r epor t contr ols, becomes a vaila b le. T o create a repor t: 1. Click .
Generating re por t s 79 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide Printing a report Once a repo r t has be en created and is in the Report Viewing area , be comes ava i la bl e . T o pri nt a repor t: 1. Click . This pr ints the r epor t to the default prin ter .
80 Ge nerating repo r ts Norsta r PC Console 1 .1 User Guide P088749 6 01.
P0887496 01 Norst ar PC Conso le 1.1 Use r Guide Glossary Assistant attendant The assista nt atten dant is the tel ephone att endant w ho provides call cov e rage f o r specifi c employee(s). Backup attendant The Backup attenda nt receives calls wh en the mai n attendant is not available .
82 Glos sar y Norsta r PC Console 1 .1 User Guide P088749 6 01 External call Exter nal call is a c all or igina ting from outside your company’ s voice m ail syste m. ICS - Norstar Integrated Communications System ICS is th e Norstar key system that Norstar PC Console i s conne cted to .
Glossa r y 83 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide Ove rfl ow a tten dant The ov erflow atten dant receives incoming c alls when th ere are more than s ix active calls at the main atten dant’ s PC. PC P ersona l Computer Serve r prog ram The Norsta r PC Consol e Ser ver program suppor ts the A ttendant pro gram residing i n the PC.
84 Glos sar y Norsta r PC Console 1 .1 User Guide P088749 6 01.
P0887496 01 Norst ar PC Conso le 1.1 Use r Guide Index 1st Contact 26 2nd Contac t 26 3rd Conta ct 26 A About Norst ar PC Consol e 29 Active Call 31 Adding n otes to emp loyee rec .
86 Index Norsta r PC Console 1 .1 User Guide P088749 6 01 Conf igurin g Attendant pr ogr am 12 ConsoleS erver.mdb 75 Contactin g employ ees using V oice Call 50 Contacts box 33, 37 Con.
Index 87 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide H Handling a Callb ack call Call bac k call 51 Handli ng ca lls 41 Help file 29 Help menu 29 Hide Loop Butt ons 25 Hold .
88 Index Norsta r PC Console 1 .1 User Guide P088749 6 01 R Record N umber box 37 Red Loop bu tton 31 Redire ct calls t o 15, 16, 17 Release 27 Release b utton 32 Reports 7, 25.
Index 89 P0887496 01 Norst ar PC Conso le 1.1 Use r Guide V View menu 25 View Park ed button 30 View Par ked Call s 48 Visual call ann ouncing 6 VM Transfer bu tton 19 Voice C all .
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