Nortel Networks Attendant Console Answering calls as an attendant, To answer an incoming call

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46Chapter 4 Handling calls

Answering calls as an attendant

The Attendant Console window has six Loop buttons for call answering. Refer to “About Loop buttons” on page 33. Each Loop button can handle a single call in progress. The color of the Loop button changes depending on the activity.

What the Loop buttons display

If the Loop buttons are hidden, they appear when a call occurs. If the Loop Overflow icon appears on the Status Bar there are more than six calls.

A new incoming call appears as a yellow Loop button that displays the word Ringing. Information about the call appears beside the Loop button to assist you with personalised call processing:

•the function key name above the Loop button, (F1 in the example) shows the key on the computer keyboard that relates to the ringing Loop button.

•the timer above the Loop button shows in minutes and seconds how long the call is active.

•the company name to the right of the Loop button shows the company that is calling. The company name is either from the caller database or from Caller ID. If you do not have Caller ID, this line of display is blank. You can enter or edit a company name using the Caller Information list box.

•The Caller ID name on the second line of the information to the right of the Loop button, shows the Caller ID number provided by the telephone company. If you do not have Caller ID, this line of display is blank.

•The bottom line of information to the right of the Loop button shows the name of the Business Communications Manager base unit server line that carries the call.

To show or hide inactive Loop buttons

1On the View menu click Hide Loop Buttons.

To answer an incoming call

1A Loop button turns yellow displays the word Ringing. You can respond to a call in one of four ways:

•Click the yellow Ringing Loop button.

•Press the function key that is shown above the Loop button, for example, F1.

•Press the Esc key.

•Press the associated intercom or line key on your telephone.

The Loop button becomes green and displays the word Active.

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Contents Business Communications Manager Attendant Console User Guide Copyright 2002 Nortel Networks TrademarksContents Chapter Handling calls Glossary Index Contents P0936572 Chapter Introduction to Attendant Console About Attendant ConsoleClient component Attendant Console componentsServer component Reports componentGraphical User Interface GUI Attendant Console featuresComputer compatibility Advanced software capabilitiesReports Choice of Attendant typesAbility to handle growth Chapter Getting started Configuring Attendant ConsoleTo configure Attendant Console Starting Attendant ConsoleFull-time main attendant Types of attendant setupsTo set or change the attendant’s extension number Part-time main attendant Backup attendant To set up the backup attendantGetting started Overflow attendant To set the overflow extensionSetting up an assistant attendant Assistant attendantTo view an assistant attendant’s assigned extensions Call notification Setting up other attendant featuresTo activate call notification To set the Attendant Console window to restore automatically Restoring the Attendant Console windowSetting the Attendant Selected option To display extensionsTo disable the Transfer Options Disabling Transfer optionsChapter Using the Attendant Console window Components of the Attendant Console windowFile menu Status barAttendant Console menus ExitEdit menu View menuMonitor Tools menuAttendant Log to FileTransfer menu Caller menu Target menuAttendant menu Help 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 Caller Type Using Caller Information optionsName CompanyPhone To access the Edit Caller Information dialog boxEdit Caller Information dialog box City, State/Province,Record Number Caller ID NameCaller ID 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 employee and extension information Directory list columnsSorting information in the Directory list To sort informationBasic call processing with Attendant Console Chapter Handling callsOther call processing functions To answer an incoming call Answering calls as an attendantTo show or hide inactive Loop buttons 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 Using the Directory tabs To search by extension or nameUsing the Directory Find box Using the Department list box To search by departmentTo transfer using the Directory list To transfer using the Contacts boxTo transfer using the Target list box 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 place a call on Hold at an active extension Placing and retrieving calls on holdTo put an incoming call on hold To retrieve a call on HoldScreening calls To screen and transfer a callContacting employees using Voice Call Linking and Joining calls Creating a conference call To create a conference call to an outside numberTo respond to a Callback call Handling a callback callResponding to a callback that an extension did not answer Responding to a Callback that an employee returnsTo process an Assist call To process a Hold callTo process an IntAct call To transfer a call to an extension Making a call from your extensionTo place a call to an extension or outside number 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 Creating a new caller record Chapter Maintaining caller and employee informationMaintaining caller information To create a new caller record from an active callRefer to Parking calls and paging employees on To create a new caller record when there are no active calls To create a new caller record from a Caller IDTo edit a caller’s record Finding and editing caller informationTo find caller information To delete a caller recordMaintaining employee information Using the Directory listTo sort a column of information in the Directory Finding an employee record To search by nameTo reset the Full tab view Resetting the Full tab viewTo search for a person in a department To change the person status of an extension Editing employee informationTo add or change an extension To create a new name for an extensionUsing the Make Caller button To assign the name of an employee to a caller recordTo 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 About the Reports window To open the Reports windowComponents of the Reports window Database boxInformation list box Information list box contains the report type informationPeriod list box List box Employees and Customers optionsCustomer and Employee Selection dialog box Customer and EmployeeSelecting a report type Creating and viewing reportsLoading the database To load the databaseTo select a report of one week Setting the report periodTo set the report period To select a report of one monthTo clear a date Selecting employees and customers for the report To select employees or customersTo create a report Creating the reportViewing the report To change the displayed page from the keyboardPrinting a report To print a reportGlossary Main attendant Hunt GroupInternal call Networked modelIndex NumericsP0936572 Person status icon P0936572