Nortel Networks Attendant Console Editing employee information, To add or change an extension

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74Chapter 5 Maintaining caller and employee information

Editing employee information

You can edit employee information by adding or changing an extension, changing the person status of an extension or by creating a new name for an extension.

To add or change an extension

1In any Directory tab view (Full, BLF, Selected or Assigned), click the extension in the Directory list for which you wish to change or add information.

2In the Directory options, click the Edit button.

The Edit Employee Information dialog box appears. Use this dialog box to create or edit information in the employee database.

3Enter the new information in any of the boxes that can be edited.

4Click the Save button.

The changes are made to the database and to the employee’s extension in the Directory.

5Click the Close button to close the Edit Employee Information dialog box.

To change the person status of an extension

1In any of the Directory views (Full, BLF, Assigned or Selected), click the extension.

2From the Status list box select None, Not at desk or Out of office. The status you choose appears beside the name.

There is no icon for None. Instead, a blank space appears next to the person’s telephone status if

you select it. If you select Out of office the Out of office icon appears . If you select Not at

desk the Not at desk icon appears .

Do not type in the Status box.

Creating a new name for an extension

You can change the name of an employee assigned to an extension.

To create a new name for an extension

1In the Directory options, click the Edit button. The Edit Employee Information dialog box appears.

2Click the New Name button.

3Type the new employee’s name.

4Click the Save button when you are done.

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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 capabilitiesAbility to handle growth Choice of Attendant typesReports Chapter Getting started Configuring Attendant ConsoleTo configure Attendant Console Starting Attendant ConsoleTo set or change the attendant’s extension number Types of attendant setupsFull-time main attendant 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 To activate call notification Setting up other attendant featuresCall 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 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 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 Assigned Directory tabsFull Directory list employee and extension information Directory list columnsSorting information in the Directory list To sort informationOther call processing functions Chapter Handling callsBasic call processing with Attendant Console To answer an incoming call Answering calls as an attendantTo show or hide inactive Loop buttons 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 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 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 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 IntAct call To process a Hold callTo process an Assist 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 send a call to CallPilot Handling calls at an employee’s telephoneTo speak to a caller To join a call with the current call Creating a new caller record Chapter Maintaining caller and employee informationMaintaining 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 recordTo sort a column of information in the Directory Using the Directory listMaintaining employee information Finding an employee record To search by nameTo search for a person in a department Resetting the Full tab viewTo reset the Full tab view 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 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 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