Nortel Networks Attendant Console manual Finding and editing caller information

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70Chapter 5 Maintaining caller and employee information

Finding and editing caller information

You can edit caller information at any time and save the changes.

To find caller information

1In 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. Use the Find dialog box to find a caller’s name in the database.

3In the Name box, type the first letter or letters of the caller’s last name.

If the caller’s first name is used instead of their last name, type the first letter or letters of the caller’s first name.

4Click the OK button or press the Enter key. The Find dialog box closes.

5Any matching names appear in the Name list box of the Edit Caller Information dialog box. If there is more than one name, a list appears below the Name box.

6Click the caller name you want to edit.

The information about the caller appears in the Edit Caller Information dialog box.

To edit a caller’s record

1Make sure the caller name you want to edit appears in the Edit Caller Information dialog box. Click the box you want to edit and make the change. Repeat if needed.

2Click the Save button to save the changes to the database.

3Click the Close button to close the Edit Caller Information dialog box.

Note: If you answer a call and then open the Edit Caller Information dialog box without first selecting a name from the Name box list, you must click the Edit button twice.

To delete a caller record

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

2Make sure the caller name you want to delete appears.

3Click the Delete Caller button.

The record that appears in the Edit Caller Information dialog box is deleted from the database.

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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 ConsoleClient component Attendant Console componentsServer component Reports componentGraphical User Interface GUI Attendant Console featuresComputer compatibility Advanced software capabilitiesReports Choice of Attendant typesAbility to handle growth Chapter Getting started Configuring Attendant ConsoleTo configure Attendant Console 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 windowFile menu Status barAttendant Console menus ExitEdit menu View menuMonitor Tools menuAttendant 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 Caller Type Using Caller Information optionsName CompanyPhone To access the Edit Caller Information dialog boxEdit Caller Information dialog box City, State/Province,Record Number Caller ID NameCaller ID 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 To answer an incoming call Answering calls as an attendantTo show or hide inactive Loop buttons 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 Directory list To transfer using the Contacts boxTo transfer using the Target list box 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 To place a call on Hold at an active extension Placing and retrieving calls on holdTo put an incoming call on hold 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 numberTo respond to a Callback call Handling a callback callResponding to a callback that an extension did not answer Responding to a Callback that an employee returnsTo process an Assist call To process a Hold callTo process an IntAct call To transfer a call to an extension Making a call from your extensionTo place a call to an extension or outside number 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 Creating a new caller record Chapter Maintaining caller and employee information Maintaining caller information 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 IDTo edit a caller’s record Finding and editing caller informationTo find caller information 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 To change the person status of an extension Editing employee informationTo add or change 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 List box Employees and Customers optionsCustomer and Employee Selection dialog box Customer and EmployeeSelecting a report type Creating and viewing reportsLoading the database To load the databaseTo select a report of one week Setting the report periodTo set the report period To select a report of one monthTo clear a date Selecting employees and customers for the report To select employees or customersTo create a report Creating the reportViewing the report To change the displayed page from the keyboardPrinting a report To print a reportGlossary Main attendant Hunt GroupInternal call Networked modelIndex NumericsP0936572 Person status icon P0936572