Nortel Networks Attendant Console To create a new caller record when there are no active calls

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Chapter 5 Maintaining caller and employee information 69

To create a new name caller record from an existing caller record

1On the Attendant Console window, in the Caller Information options, click the Edit button. The Edit Caller Information dialog box appears.

2Click the New Caller button.

This clears only the Name box in the Edit Caller Information dialog box. The other boxes do not change.

3In the Name list box type the new caller’s name.

4Click the Save button when you are done to save the record.

To create a new caller record when there are no active calls

1On the Attendant Console window, in the Caller Information options, click the Edit button. The Edit Caller Information dialog box appears.

2Click the New Caller button.

A new blank caller record is created with a new Record Number assigned.

3Type the desired information in the boxes.

4Press the Save button to save the new caller record.

To create a new caller record from a Caller ID

1On the Attendant Console window, in the Caller Information options, click the Edit button. The Edit Caller Information dialog box appears.

2Click the Find button.

The Find dialog box appears.

3In the Name box type the name of another caller from the same company and click the OK button.

4Click the New Name button.

The Name box clears. The other boxes do not change.

5Type the new caller’s name.

6Click the Save button.

The record is saved in the database.

7Click the Close button.

If you click the Close button without clicking the Save button, the Edit Caller Information dialog box closes without saving the changes.

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