Nortel Networks manual Attendant Console features, Computer compatibility

Page 9

Chapter 1 Introduction to Attendant Console 9

Attendant Console features

There are many features and benefits associated with Attendant Console.

Computer compatibility

Attendant Console combines telecommunications with personal computing to make your job easier, faster and more efficient.

Use of existing hardware

You do not need to purchase additional dedicated hardware to use the

 

power of Attendant Console. If you have the minimum computer

 

requirements, all you need is the software that lets your computer

 

communicate with the Business Communications Manager 2.5 system.

 

 

Multi-tasking

Attendant Console works in a multi-tasking environment. You can use

 

your computer for other tasks such as word processing in addition to

 

attending to calls. You can quickly switch from computer tasks to the

 

Attendant window if there is an incoming call.

 

 

Graphical User Interface (GUI)

Attendant Console has a GUI that has sophisticated features but is less complicated than other attendant consoles. You can easily select the buttons to process incoming calls. Very few key strokes are needed for most activities. For example, answering an incoming call and transferring it to an extension usually requires two steps: clicking a Loop button to answer the call and double-clicking the icon beside the called party’s name to transfer the call.

The GUI provides at-a-glance information about the progress and status of calls. Before you answer a call, you know the caller’s telephone number and how long the caller is waiting. If a call transfers back to you, the Attendant Console window immediately displays the status of the call.

The readily available online Help ensures that Attendant Console is easy to learn and use.

Because performing normal attendant functions is faster with a GUI, you can do other tasks while you use Attendant Console.

Advanced software capabilities

Some of Attendant Console’s advanced software capabilities are:

Visual call announcing and

When a telephone is busy with a call, an attendant can send caller

control

information to the telephone’s two line display area. The person called

can use display buttons to control the call. This prevents important

 

 

calls from being lost.

 

 

Backup attendant

Incoming calls can be quickly and easily transferred to a backup

 

attendant at a different location than the main attendant. This means

 

that a backup attendant does not have to leave their desk to cover for

 

the main attendant.

 

 

Overflow attendant

Overflow calls are transferred to an overflow attendant. Consequently,

 

calls are not lost during busy periods.

 

 

Attendant Console User Guide

Page 8 Page 10
Image 9
Page 8 Page 10
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 capabilitiesChoice of Attendant types ReportsAbility to handle growth To configure Attendant Console Configuring 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 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 Setting up other attendant features Call notificationTo 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 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 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 Directory tabs FullAssigned Directory list columns Directory list employee and extension informationTo sort information Sorting information in the Directory listChapter Handling calls Basic call processing with Attendant ConsoleOther 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 Target list box Using the Contacts boxesTo 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, 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 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 a Hold call To process an Assist 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 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 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 recordUsing the Directory list Maintaining employee informationTo sort a column of information in the Directory To search by name Finding an employee recordResetting the Full tab view To reset 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 buttonAdding 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 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
Top Page Image Contents