Nortel Networks manual Attendant Console components, Server component, Client component

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8Chapter 1 Introduction to Attendant Console

Attendant Console components

Attendant Console is a software application that has three interrelated components:

•Server component

•Client component

•Reports component

The Server component

The Server component:

•communicates with your Business Communications Manager 2.5 system to initiate telephone functions such as transferring calls, placing calls on hold and parking calls.

•collects and manages call-processing information in a database that can be used for reporting purposes.

•communicates with one or more Client components. A Client component is on a computer connected by a Local Area Network (LAN).

The Server component receives:

•notification of incoming calls

•information about telephones attached to the Business Communications Manager base unit

The Client component

The Client component has an easy-to-use graphical user interface (GUI). The Attendant Console window displays information about incoming callers and includes a Company Directory with employee names, telephone status (such as on-hook, off-hook, Do Not Disturb and Call Forward) and person status (such as None, Not at desk and Out of office). You can search the Directory from the Attendant window.

You can configure Attendant computers to be main, assistant, overflow or backup attendants. For more information, refer to “Types of attendant setups” on page 12. Incoming calls can be transferred to an extension, a voice message mailbox or an external number.

You can set up more than one attendant for your company. You can also set up Attendant Console to provide call coverage for assigned groups of employees. In this setup, you are notified of calls to assigned employees and can answer calls when the employees cannot.

The Reports component

The Reports component provides information about incoming calls. Reports can help you identify trends and find answers to questions before they become problems. You can request a report from any computer with a Client component and view the report in the Reports window or print it on an attached printer.

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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 capabilitiesAbility to handle growth Choice of Attendant typesReports Configuring Attendant Console To configure Attendant ConsoleChapter Getting started 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 windowStatus bar Attendant Console menusFile menu ExitEdit menu View menuTools menu AttendantMonitor 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 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 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 Answering calls as an attendant To show or hide inactive Loop buttonsTo answer an incoming call 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 Contacts box To transfer using the Target list boxTo transfer using the Directory list 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 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 an IntAct call To process a Hold callTo process an Assist 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 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 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 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 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 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 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