Nortel Networks Attendant Console manual Finding an employee record, To search by name

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72Chapter 5 Maintaining caller and employee information

Finding an employee record

You can search for an employee by name, by department or by an individual within a department.

You can search by an employee’s name two ways:

•On the Edit Employee Information dialog box click the Edit button and then click the Find button

•On the Attendant Console window, in the Directory list box, click the Find button.

To search by name

1In the Attendant Console window, in the Directory options, click the Edit button.

The Edit Employee Information dialog box appears. For more information, refer to “The Edit Employee Information dialog box” on page 39.

2Click the Find button.

The Find dialog box appears.

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

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

4Click the OK button or press the Enter key.

The Find dialog box closes. Any matching names appear in the Name box of the Edit Employee Information dialog box.

To search by name on any Directory list box on the Attendant window

1In the Find box on the Attendant Console window type the first letters of the person’s last or first name, according to how names are listed in the Directory list’s Name column.

2Click the Find button.

Any names that match the letters you enter appear in a list in the Full tab Directory view.

To search by department

1In the Directory options, click Department list box arrow.

A list of the departments associated with extensions appear in the list. The name of the department for each extension appears in the Edit Employee Information dialog box.

2Select the department name from the list and the department name appears in the Department box.

3Click the Find button.

Any extensions that match the department appear in a list in the Full tab Directory view.

Note: A department search takes priority over a name search.

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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 capabilitiesChoice of Attendant types ReportsAbility to handle growth Configuring Attendant Console To configure 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 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 Setting up other attendant features Call notificationTo 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 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 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 Directory tabs FullAssigned Directory list employee and extension information Directory list columnsSorting information in the Directory list To sort informationChapter Handling calls Basic call processing with Attendant ConsoleOther 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 Target list box Using the Contacts boxesTo 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, 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 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 a Hold call To process an Assist 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 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 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 recordUsing the Directory list Maintaining employee informationTo sort a column of information in the Directory Finding an employee record To search by nameResetting the Full tab view To reset 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 recordAdding 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 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