Nortel Networks Attendant Console manual Using the Target list box, Using the Contacts boxes

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48Chapter 4 Handling calls

Using the Target list box

After you answer a call, click the called extension to put it in the Target list box. There are four ways to find the correct extension when you are ready to process a call:

•“Using the Contacts boxes” on page 48

•“Using the Directory tabs” on page 49

•“Using the Directory Find box” on page 50

•“Using the Department list box” on page 51

Using the Contacts boxes

The Contacts boxes contain the extension numbers and names of the three most frequently called numbers that the caller requests. These caller contacts are listed from most frequently to least frequently called.

To the left of each Contact box is the current person status icon for that contact, and to the right of each Contact box is the person’s telephone status icon.

To transfer a caller to a frequently called number

1Double-click the telephone status icon. The call is forwarded to that extension.

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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 ConsoleAttendant Console components Server componentClient component Reports componentAttendant Console features Computer compatibilityGraphical User Interface GUI Advanced software capabilitiesChoice of Attendant types ReportsAbility to handle growth Configuring Attendant Console To configure Attendant ConsoleChapter Getting started Starting Attendant ConsoleTypes of attendant setups Full-time main attendantTo 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 Setting up other attendant features Call notificationTo 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 windowStatus bar Attendant Console menusFile menu ExitEdit menu View menuTools menu AttendantMonitor Log to FileTransfer menu Caller menu Target menuAttendant menu Help menuUsing keystroke commands Access keysMenu keystroke commands Using right-click capability Keystroke commands with the Alt keyTo use right-click capability Using the toolbar To display the toolbarToolbar buttons About Loop buttons Using Caller Information options NameCaller Type CompanyTo access the Edit Caller Information dialog box Edit Caller Information dialog boxPhone City, State/Province,Caller ID Name Caller ID NumberRecord Number ContactsUsing the call processing area Using the Attendant Console window Edit Employee Information dialog box Voice Mail Using the Directory options Directory tabs FullAssigned Directory list employee and extension information Directory list columnsSorting information in the Directory list To sort information Chapter Handling calls Basic call processing with Attendant Console Other call processing functions Answering calls as an attendant To show or hide inactive Loop buttonsTo answer an incoming call What the Loop buttons displayTo release a call Using the Target list box Using the Contacts boxesTo 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 Contacts box To transfer using the Target list boxTo transfer using the Directory list Transferring a callTo transfer a call to an outside number Parking, holding and screening calls Parking calls and paging employeesTo park a call and page an employee To retrieve a parked call To view parked calls Placing and retrieving calls on hold To put an incoming call on holdTo place a call on Hold at an active extension 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 numberHandling a callback call Responding to a callback that an extension did not answerTo respond to a Callback call Responding to a Callback that an employee returnsTo process a Hold call To process an Assist callTo process an IntAct call Making a call from your extension To place a call to an extension or outside numberTo transfer a call to an extension To make a call to an inside extensionHandling calls at an employee’s telephone To speak to a callerTo send a call to CallPilot To join a call with the current call Chapter Maintaining caller and employee information Maintaining caller 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 when there are no active calls To create a new caller record from a Caller IDFinding and editing caller information To find caller informationTo edit a caller’s record To delete a caller recordUsing the Directory list Maintaining employee informationTo sort a column of information in the Directory Finding an employee record To search by nameResetting the Full tab view To reset the Full tab viewTo search for a person in a department Editing employee information To add or change an extensionTo change the person status of an extension To create a new name for an extensionUsing the Make Caller button To assign the name of an employee to a caller recordAdding notes to employee records To select from the list of notesTo type a note To save employee edit changes Maintaining caller and employee information P0936572 Chapter Generating reports About Attendant Console 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 Employees and Customers options Customer and Employee Selection dialog boxList box Customer and EmployeeCreating and viewing reports Loading the databaseSelecting a report type To load the databaseSetting the report period To set the report periodTo select a report of one week To select a report of one monthTo clear a date Selecting employees and customers for the report To select employees or customersCreating the report Viewing the reportTo create a report To change the displayed page from the keyboardPrinting a report To print a reportGlossary Hunt Group Internal callMain attendant Networked modelIndex NumericsP0936572 Person status icon P0936572