Nortel Networks Attendant Console manual Making a call from your extension

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64Chapter 4 Handling calls

Making a call from your extension

As the attendant, you can call any extension in the company and any outside number. The telephone number you type in the Target list box ignores special characters such as hyphens, parentheses, blank spaces and commas. However, to reach special services such as Interactive Voice Response systems (IVR) you can type special characters (*, #, P, and W) in the Target list

box and these characters can be dialed using on the toolbar.

To place a call to an extension or outside number

1When there is no active call, type or select an extension or outside number in the Target list box.

2Press Enter on the keyboard.

A call is made to the extension or outside number.

To transfer a call to an extension

1Place or type an extension in the Target list box when there is an active call.

2Press Enter on the keyboard.

The call transfers to the extension.

If you select an entry in the Directory or in the Contacts box, the extension number also appears in the Target list box. If the Target is an extension, the person status icon for the person appears to the left of the Target list box. To the right of the Target the person’s telephone status icon appears.

To make a call to an inside extension

1Make sure that the number you want to call appears in the Target list box. You can type the extension in directly or select it from the Directory list.

For further information, refer to “Using the Directory Find box” on page 50.

2Click the Call button or press the Enter key to make the call.

To make a call to an outside number

1In the Target list box type the same digits you would dial if you were using your telephone.

2Click the Call button or press the Enter key.

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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 capabilitiesReports Choice of Attendant typesAbility to handle growth Configuring Attendant Console To configure 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 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 windowStatus bar Attendant Console menusFile menu ExitEdit menu View menuTools menu AttendantMonitor 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 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 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 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 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 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 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 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 an Assist call To process a Hold 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 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 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 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 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 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 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