Nortel Networks Attendant Console manual Edit menu, View menu

Page 25

 

 

Chapter 3 Using the Attendant Console window 25

 

 

 

 

 

Edit menu

 

 

 

 

 

 

 

Cut

Cuts the selected text and moves it to the clipboard.

 

 

 

 

 

 

Copy

Copies the selected text to the clipboard.

 

 

 

 

 

 

Paste

Pastes the contents of the clipboard at the insertion

 

 

 

point.

 

 

 

 

 

 

Dial Paste

Dials the number in the Clipboard. The number can

 

 

 

include special characters such as hyphen,

 

 

 

parenthesis, space or period.

 

 

 

Note: The Clipboard contents are added to any

 

 

 

characters already in the Target list box. This lets you

 

 

 

type a routing code in the Target list box and then click

 

 

 

the Dial Paste button.

 

 

 

 

 

 

Transfer Paste

Transfers a call to the number in the Clipboard.

 

 

 

 

 

 

Caller

Opens the Edit Caller Information dialog box. The Edit

 

 

Information

button in the Caller Information list performs the same

 

 

function. Refer to “The Edit Caller Information dialog

 

 

 

 

 

 

box” on page 35 and “Maintaining caller information” on

 

 

 

page 67.

 

 

 

 

 

 

Employee

Opens the Edit Employee Information dialog box. The

 

 

Information

Edit button in the Directory list performs the same

 

 

function. Refer to “The Edit Employee Information

 

 

 

 

 

 

dialog box” on page 39 and “Maintaining caller

 

 

 

information” on page 67.

 

 

 

 

 

View menu

 

 

 

 

 

 

 

Toolbar

Shows or hides the toolbar.

 

 

 

 

 

 

Status bar

Shows or hides the Status bar.

 

 

 

 

 

 

Hide Loop

Shows or hides the inactive Loop buttons. When

 

 

Buttons

selected, only the active Loop buttons appear on the

 

 

Attendant window.

 

 

 

 

 

 

 

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 ConsoleServer component Attendant Console componentsClient component Reports componentComputer compatibility Attendant Console featuresGraphical User Interface GUI Advanced software capabilitiesReports Choice of Attendant typesAbility to handle growth To configure Attendant Console Configuring Attendant ConsoleChapter Getting started Starting Attendant ConsoleFull-time main attendant Types of attendant setupsTo set or change the attendant’s extension number 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 Call notification Setting up other attendant featuresTo activate call 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 windowAttendant Console menus Status barFile menu ExitView menu Edit menuAttendant Tools menuMonitor Log to FileTransfer menu Target menu Caller menuHelp menu Attendant menuAccess keys Using keystroke commandsMenu keystroke commands Keystroke commands with the Alt key Using right-click capabilityTo use right-click capability To display the toolbar Using the toolbarToolbar buttons About Loop buttons Name Using Caller Information optionsCaller Type CompanyEdit Caller Information dialog box To access the Edit Caller Information dialog boxPhone City, State/Province,Caller ID Number Caller ID NameRecord Number ContactsUsing the call processing area Using the Attendant Console window Edit Employee Information dialog box Voice Mail Using the Directory options Full Directory tabsAssigned Directory list columns Directory list employee and extension informationTo sort information Sorting information in the Directory listBasic call processing with Attendant Console Chapter Handling callsOther call processing functions To show or hide inactive Loop buttons Answering calls as an attendantTo answer an incoming call What the Loop buttons displayTo release a call Using the Contacts boxes Using the Target list boxTo transfer a caller to a frequently called number To search by extension or name Using the Directory tabsUsing the Directory Find box To search by department Using the Department list boxTo transfer using the Target list box To transfer using the Contacts boxTo transfer using the Directory list Transferring a callTo transfer a call to an outside number Parking calls and paging employees Parking, holding and screening callsTo park a call and page an employee To retrieve a parked call To view parked calls To put an incoming call on hold Placing and retrieving calls on holdTo place a call on Hold at an active extension To retrieve a call on HoldTo 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 extension did not answer Handling a callback callTo respond to a Callback call Responding to a Callback that an employee returnsTo process an Assist call To process a Hold callTo process an IntAct call To place a call to an extension or outside number Making a call from your extensionTo transfer a call to an extension To make a call to an inside extensionTo speak to a caller Handling calls at an employee’s telephoneTo send a call to CallPilot To join a call with the current call Maintaining caller information Chapter Maintaining caller and employee informationCreating a new caller record To create a new caller record from an active callRefer 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 find caller information Finding and editing caller informationTo edit a caller’s record To delete a caller recordMaintaining employee information Using the Directory listTo sort a column of information in the Directory To search by name Finding an employee recordTo reset the Full tab view Resetting the Full tab viewTo search for a person in a department To add or change an extension Editing employee informationTo change the person status of an extension To create a new name for an extensionTo assign the name of an employee to a caller record Using the Make Caller buttonTo select from the list of notes Adding notes to employee recordsTo type a note To save employee edit changes Maintaining caller and employee information P0936572 About Attendant Console reports Chapter Generating reportsReport types 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 Selection dialog box Employees and Customers optionsList box Customer and EmployeeLoading the database Creating and viewing reportsSelecting a report type To load the databaseTo set the report period Setting the report periodTo select a report of one week To select a report of one monthTo clear a date To select employees or customers Selecting employees and customers for the reportViewing the report Creating the reportTo create a report To change the displayed page from the keyboardTo print a report Printing a reportGlossary Internal call Hunt GroupMain attendant Networked modelNumerics IndexP0936572 Person status icon P0936572
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