Nortel Networks Attendant Console Handling calls at an employee’s telephone, To speak to a caller

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Chapter 4 Handling calls 65

Handling calls at an employee’s telephone

With Attendant Console employees can handle calls at their telephones.

After a call routes to an extension, a low-level tone alerts the employee they have an incoming call, even if they are on their telephone. The name of the caller appears in the display of the employee’s telephone for a few seconds.

If the employee is using a Business Communications Manager 2.5 two line display telephone they can use the display buttons to:

•talk to a caller

•send a call to the attendant who then asks the caller to hold

•send a call to CallPilot

•join a call with the current call

•send a call back to the attendant to ask the caller if they wish to interrupt the current call

•send a call back to the attendant who then routes it to an assistant attendant

Note: If there are more than two options, press the Next display button to see the additional options.

To speak to a caller

1Press the Talk display button to automatically connect with the call, or pick up the handset. If the telephone is in use, press the Talk display button to put the first call on hold and connect the new caller.

To send a call to the attendant who then asks the caller to hold

1Press the Hold display button.

This delivers a pre-set message to the attendant. The attendant asks the caller to hold for the employee and camps the call to the employee’s extension.

2The employee sees the call camped on their telephone and handles the call.

To send a call to CallPilot

1Press the VM (Voice Messaging) display button on the telephone. The call transfers to the employee’s voice message mailbox.

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 capabilitiesAbility to handle growth Choice of Attendant typesReports To configure Attendant Console Configuring Attendant ConsoleChapter Getting started Starting Attendant ConsoleTo set or change the attendant’s extension number Types of attendant setupsFull-time main attendant 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 To activate call notification Setting up other attendant featuresCall 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 menuMenu keystroke commands Using keystroke commandsAccess keys To use right-click capability Using right-click capabilityKeystroke commands with the Alt key Toolbar buttons Using the toolbarTo display the toolbar 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 Assigned Directory tabsFull Directory list columns Directory list employee and extension informationTo sort information Sorting information in the Directory listOther call processing functions Chapter Handling callsBasic call processing with Attendant Console To show or hide inactive Loop buttons Answering calls as an attendantTo answer an incoming call What the Loop buttons displayTo release a call To transfer a caller to a frequently called number Using the Target list boxUsing the Contacts boxes 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 To park a call and page an employee Parking, holding and screening callsParking calls and paging employees 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 IntAct call To process a Hold callTo process an Assist 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 send a call to CallPilot Handling calls at an employee’s telephoneTo speak to a caller 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 recordTo sort a column of information in the Directory Using the Directory listMaintaining employee information To search by name Finding an employee recordTo search for a person in a department Resetting the Full tab viewTo reset the Full tab view 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 type a note Adding notes to employee recordsTo select from the list of notes To save employee edit changes Maintaining caller and employee information P0936572 Report types Chapter Generating reportsAbout Attendant Console reports 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