Nortel Networks manual Chapter Using the Attendant Console window

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Chapter 3

Using the Attendant Console window

This chapter explains how to use the Attendant Console window.

Components of the Attendant Console window

menu bar

Caller Information options

Call processing area

toolbar

Loop buttons

Directory options

Status bar

Attendant Console User Guide

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Contents Business Communications Manager Attendant Console User Guide Trademarks Copyright 2002 Nortel NetworksContents Chapter Handling calls Glossary Index Contents P0936572 About Attendant Console Chapter Introduction to Attendant ConsoleReports component Attendant Console componentsServer component Client componentAdvanced software capabilities Attendant Console featuresComputer compatibility Graphical User Interface GUIAbility to handle growth Choice of Attendant typesReports Starting Attendant Console Configuring Attendant ConsoleTo configure Attendant Console Chapter Getting startedTo set or change the attendant’s extension number Types of attendant setupsFull-time main attendant Part-time main attendant To set up the backup attendant Backup attendantGetting started To set the overflow extension Overflow attendantAssistant attendant Setting up an assistant attendantTo view an assistant attendant’s assigned extensions To activate call notification Setting up other attendant featuresCall notification Restoring the Attendant Console window To set the Attendant Console window to restore automaticallyTo display extensions Setting the Attendant Selected optionDisabling Transfer options To disable the Transfer OptionsComponents of the Attendant Console window Chapter Using the Attendant Console windowExit Status barAttendant Console menus File menuView menu Edit menuLog to File Tools menuAttendant MonitorTransfer menu Target menu Caller menuHelp menu Attendant menuMenu keystroke commands Using keystroke commandsAccess keys To use right-click capability Using right-click capabilityKeystroke commands with the Alt key Toolbar buttons Using the toolbarTo display the toolbar About Loop buttons Company Using Caller Information optionsName Caller TypeCity, State/Province, To access the Edit Caller Information dialog boxEdit Caller Information dialog box PhoneContacts Caller ID NameCaller ID Number Record NumberUsing the call processing area Using the Attendant Console window Edit Employee Information dialog box Voice Mail Using the Directory options Assigned Directory tabsFull Directory list columns Directory list employee and extension informationTo sort information Sorting information in the Directory listOther call processing functions Chapter Handling callsBasic call processing with Attendant Console What the Loop buttons display Answering calls as an attendantTo show or hide inactive Loop buttons To answer an incoming callTo release a call To transfer a caller to a frequently called number Using the Target list boxUsing the Contacts boxes To search by extension or name Using the Directory tabsUsing the Directory Find box To search by department Using the Department list boxTransferring a call To transfer using the Contacts boxTo transfer using the Target list box To transfer using the Directory listTo transfer a call to an outside number To park a call and page an employee Parking, holding and screening callsParking calls and paging employees To retrieve a parked call To view parked calls To retrieve a call on Hold Placing and retrieving calls on holdTo put an incoming call on hold To place a call on Hold at an active extensionTo screen and transfer a call Screening callsContacting employees using Voice Call Linking and Joining calls To create a conference call to an outside number Creating a conference callResponding to a Callback that an employee returns Handling a callback callResponding to a callback that an extension did not answer To respond to a Callback callTo process an IntAct call To process a Hold callTo process an Assist call To make a call to an inside extension Making a call from your extensionTo place a call to an extension or outside number To transfer a call to an extensionTo send a call to CallPilot Handling calls at an employee’s telephoneTo speak to a caller To join a call with the current call To create a new caller record from an active call Chapter Maintaining caller and employee informationMaintaining caller information Creating a new caller recordRefer to Parking calls and paging employees on To create a new caller record from a Caller ID To create a new caller record when there are no active callsTo delete a caller record Finding and editing caller informationTo find caller information To edit a caller’s recordTo sort a column of information in the Directory Using the Directory listMaintaining employee information To search by name Finding an employee recordTo search for a person in a department Resetting the Full tab viewTo reset the Full tab view To create a new name for an extension Editing employee informationTo add or change an extension To change the person status of an extensionTo assign the name of an employee to a caller record Using the Make Caller buttonTo type a note Adding notes to employee recordsTo select from the list of notes To save employee edit changes Maintaining caller and employee information P0936572 Report types Chapter Generating reportsAbout Attendant Console reports To open the Reports window About the Reports windowDatabase box Components of the Reports windowInformation list box contains the report type information Information list boxPeriod list box Customer and Employee Employees and Customers optionsCustomer and Employee Selection dialog box List boxTo load the database Creating and viewing reportsLoading the database Selecting a report typeTo select a report of one month Setting the report periodTo set the report period To select a report of one weekTo clear a date To select employees or customers Selecting employees and customers for the reportTo change the displayed page from the keyboard Creating the reportViewing the report To create a reportTo print a report Printing a reportGlossary Networked model Hunt GroupInternal call Main attendantNumerics IndexP0936572 Person status icon P0936572