Nortel Networks Attendant Console manual Creating and viewing reports, Loading the database

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Chapter 6 Generating reports 85

Creating and viewing reports

Use the Reports component to generate reports for analysing telephone use in your company. This section describes the steps required to generate reports:

•select a database

•select a report type

•select a report period

•select employees and customers

•create and preview the report

•print the report

Loading the database

Attendant Console stores information in a database about your company’s telephone use. This database is used to generate the different types of reports. In most cases you use the database installed on the Business Communications Manager base unit system. However, if you make backups of the database for archiving purposes, Reports can also use these backups. If you are generating reports from a computer that does not have the database stored, locate the database on the Business Communications Manager base unit through Network Neighborhood. Check with the System Administrator to ensure that the database is a shared file.

To load the database

1On the Reports window, at the Database option, click the Select button. The Open dialog box appears.

2In the File name box, type:

\\"name of server"\consoleservicedb

where "name of server" is the name of your Business Communications Manager base unit. If you do not know the name of the server, ask your System Administrator.

3Click the Open button.

4Click ConsoleService.mdb

5Click the Open button.

The database loads to your computer and the database path appears in the Current Database box.

6Click the Close button to return to the Attendant window. After you load a database, select the report type.

Selecting a report type

1From the Report Type list box select your report.

Attendant Console User Guide

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Contents Business Communications Manager Attendant Console User Guide Trademarks Copyright 2002 Nortel NetworksContents Chapter Handling calls Glossary Index Contents P0936572 About Attendant Console Chapter Introduction to Attendant ConsoleServer component Attendant Console componentsClient component Reports componentComputer compatibility Attendant Console featuresGraphical User Interface GUI Advanced software capabilitiesReports Choice of Attendant typesAbility to handle growth To configure Attendant Console Configuring Attendant ConsoleChapter Getting started Starting Attendant ConsoleFull-time main attendant Types of attendant setupsTo set or change the attendant’s extension number Part-time main attendant To set up the backup attendant Backup attendantGetting started To set the overflow extension Overflow attendantAssistant attendant Setting up an assistant attendantTo view an assistant attendant’s assigned extensions Call notification Setting up other attendant featuresTo activate call notification Restoring the Attendant Console window To set the Attendant Console window to restore automaticallyTo display extensions Setting the Attendant Selected optionDisabling Transfer options To disable the Transfer OptionsComponents of the Attendant Console window Chapter Using the Attendant Console windowAttendant Console menus Status barFile menu ExitView menu Edit menuAttendant Tools menuMonitor Log to FileTransfer menu Target menu Caller menuHelp menu Attendant 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 Name Using Caller Information optionsCaller Type CompanyEdit Caller Information dialog box To access the Edit Caller Information dialog boxPhone City, State/Province,Caller ID Number Caller ID NameRecord 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 columns Directory list employee and extension informationTo sort information Sorting information in the Directory listBasic call processing with Attendant Console Chapter Handling callsOther call processing functions To show or hide inactive Loop buttons Answering calls as an attendantTo answer an incoming call 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 To search by extension or name Using the Directory tabsUsing the Directory Find box To search by department Using the Department list boxTo transfer using the Target list box To transfer using the Contacts boxTo transfer using the Directory list 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 put an incoming call on hold Placing and retrieving calls on holdTo place a call on Hold at an active extension To retrieve a call on HoldTo screen and transfer a call Screening callsContacting employees using Voice Call Linking and Joining calls To create a conference call to an outside number Creating a conference callResponding to a callback that an extension did not answer Handling a callback callTo respond to a Callback call Responding to a Callback that an employee returnsTo process an Assist call To process a Hold callTo process an IntAct call To place a call to an extension or outside number Making a call from your extensionTo transfer a call to an extension 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 Maintaining caller information Chapter Maintaining caller and employee 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 from a Caller ID To create a new caller record when there are no active callsTo find caller information Finding and editing caller informationTo edit a caller’s record To delete a caller recordMaintaining employee information Using the Directory listTo sort a column of information in the Directory To search by name Finding an employee recordTo reset the Full tab view Resetting the Full tab viewTo search for a person in a department To add or change an extension Editing employee informationTo change the person status of an extension To create a new name for an extensionTo assign the name of an employee to a caller record Using the Make Caller buttonTo 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 To open the Reports window About the Reports windowDatabase box Components of the Reports windowInformation list box contains the report type information Information list boxPeriod list box Customer and Employee Selection dialog box Employees and Customers optionsList box Customer and EmployeeLoading the database Creating and viewing reportsSelecting a report type To load the databaseTo set the report period Setting the report periodTo select a report of one week To select a report of one monthTo clear a date To select employees or customers Selecting employees and customers for the reportViewing the report Creating the reportTo create a report To change the displayed page from the keyboardTo print a report Printing a reportGlossary Internal call Hunt GroupMain attendant Networked modelNumerics IndexP0936572 Person status icon P0936572