Nortel Networks Attendant Console manual Placing and retrieving calls on hold

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Chapter 4 Handling calls 57

Placing and retrieving calls on hold

Calls can be placed on Hold and retrieved quickly.

To put an incoming call on hold

1Click the Ringing Loop button.

2Click the Hold button or click another Ringing Loop button. The previous call is put on hold.

When the active call is placed on hold, the Loop button displays the words On Hold and the Loop button color changes to blue.

To place a call on Hold at an active extension

1With an active call on the Loop button and the employee’s extension in the Target list box, click the Camp On button.

When the active call is camped on the Target list box extension (placed on hold at the Target extension), the Loop button becomes idle.

2The camped call sends a message with tones to the employee either on or off the telephone, indicating a call is camped on their extension.

To retrieve a call on Hold

1Click the blue On Hold Loop button.

The Caller Information boxes show all of the information related to this call.

2Respond to the call accordingly.

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 capabilitiesChoice of Attendant types ReportsAbility to handle growth To configure Attendant Console Configuring 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 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 Setting up other attendant features Call notificationTo 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 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 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 Directory tabs FullAssigned Directory list columns Directory list employee and extension informationTo sort information Sorting information in the Directory listChapter Handling calls Basic call processing with Attendant ConsoleOther 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 Target list box Using the Contacts boxesTo 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, 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 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 a Hold call To process an Assist 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 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 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 recordUsing the Directory list Maintaining employee informationTo sort a column of information in the Directory To search by name Finding an employee recordResetting the Full tab view To reset 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 buttonAdding 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 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