Nortel Networks Attendant Console manual Chapter Maintaining caller and employee information

Page 67

67

Chapter 5

Maintaining caller and employee information

With Attendant Console you can manage caller and employee information.

Maintaining caller information

When a caller contacts your company, information about the caller from the Attendant Console database appears in the Caller Information list box of the Attendant window. Either the caller is already in the database, or other employees of the callers company are in the database. Or the caller and the company can be new.

Creating a new caller record

New caller records are created in the following ways:

•automatically, during an active call, the first time Caller ID information is received by the Client component. You can customise the new caller record during the active call or later.

•when you create a new caller record from an existing one

•when you create a new blank caller record

Note: The caller record is not saved if you click the Release button without processing the call.

When a call comes in, Attendant Console checks the Caller ID from the telephone company to see if the number has previously called. If there is a record that the number has called before, information from the caller database appears in the Caller Information list box on the Attendant Console window. The Name list box displays the names of callers on record that are associated with the incoming Caller ID. There can be several callers from the same telephone number calling if they are employees at the same company. For more information, refer to “The Edit Caller Information dialog box” on page 35.

If you select the name of the caller from the list, the Caller Information list box displays information about the caller.

To create a new caller record from an active call

1Click the Ringing Loop button to answer the incoming call.

Information in the database about the caller appears in the Caller Information list box on the Attendant Console window.

Attendant Console User Guide

Image 67

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 ConsoleReports component Attendant Console componentsServer component Client componentAdvanced software capabilities Attendant Console featuresComputer compatibility Graphical User Interface GUIReports Choice of Attendant typesAbility to handle growth Starting Attendant Console Configuring Attendant ConsoleTo configure Attendant Console Chapter Getting startedFull-time main attendant Types of attendant setupsTo 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 Call notification Setting up other attendant featuresTo 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 windowExit Status barAttendant Console menus File menuView menu Edit menuLog to File Tools menuAttendant MonitorTransfer menu Target menu Caller menuHelp menu Attendant 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 Company Using Caller Information optionsName Caller TypeCity, State/Province, To access the Edit Caller Information dialog boxEdit Caller Information dialog box PhoneContacts Caller ID NameCaller ID Number Record NumberUsing 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 columns Directory list employee and extension informationTo sort information Sorting information in the Directory listBasic call processing with Attendant Console Chapter Handling callsOther call processing functions What the Loop buttons display Answering calls as an attendantTo show or hide inactive Loop buttons To answer an incoming callTo release a call Using the Contacts boxes Using the Target list boxTo 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 boxTransferring a call To transfer using the Contacts boxTo transfer using the Target list box To transfer using the Directory listTo 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 retrieve a call on Hold Placing and retrieving calls on holdTo put an incoming call on hold To place a call on Hold at an active extensionTo 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 employee returns Handling a callback callResponding to a callback that an extension did not answer To respond to a Callback callTo process an Assist call To process a Hold callTo process an IntAct call To make a call to an inside extension Making a call from your extensionTo place a call to an extension or outside number To transfer a call to an 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 To create a new caller record from an active call Chapter Maintaining caller and employee informationMaintaining caller information Creating a new caller recordRefer 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 delete a caller record Finding and editing caller informationTo find caller information To edit a caller’s recordMaintaining employee information Using the Directory listTo sort a column of information in the Directory To search by name Finding an employee recordTo reset the Full tab view Resetting the Full tab viewTo search for a person in a department To create a new name for an extension Editing employee informationTo add or change an extension To change the person status of an extensionTo assign the name of an employee to a caller record Using the Make Caller buttonTo 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 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 Employees and Customers optionsCustomer and Employee Selection dialog box List boxTo load the database Creating and viewing reportsLoading the database Selecting a report typeTo select a report of one month Setting the report periodTo set the report period To select a report of one weekTo clear a date To select employees or customers Selecting employees and customers for the reportTo change the displayed page from the keyboard Creating the reportViewing the report To create a reportTo print a report Printing a reportGlossary Networked model Hunt GroupInternal call Main attendantNumerics IndexP0936572 Person status icon P0936572