Nortel Networks Attendant Console manual Maintaining caller and employee information P0936572

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78Chapter 5 Maintaining caller and employee information

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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 capabilitiesChoice of Attendant types ReportsAbility to handle growth Chapter Getting started Configuring Attendant ConsoleTo configure Attendant Console 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 windowFile menu Status barAttendant Console menus ExitEdit menu View menuMonitor Tools menuAttendant 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 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 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 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 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 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, 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 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 a Hold call To process an Assist 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 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 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 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 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 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 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