Nortel Networks Attendant Console manual Person status icon

Page 95

Index 95

M

Main attendant, full-time 12 Maintaining caller information 67 Maintaining employee information 71 Making a call from the attendant’s extension 64 Managing calls using telephone display buttons 65

Menu bar using 24

My Extension 12

My extension rings 19

N

Name box 35, 39, 70

Networked model 92

New Caller button 69

New Name button 40

O

Off-hook	43
One Month button		83
One Week button		83
On-hook	43
Options	26
Options dialog box		11, 12
Selected tab 21
Orange Loop button 33
Out button 14
Overflow attendant		9, 16

P

Page button 37
Park 28
Park/Page button	34
Parked calls box	54
Parking calls and paging employees		54
Parking, holding and screening calls		54
Part-time main attendant 13
Period list box 83
Person status icon	43
Phone box 39
Placing and retrieving calls on Hold		57
Postal Code of an employee 39

R

Record Number box 40

Red Loop button 33

Redirect calls to 14, 16

Release 28

Release button 34

Reports 26 All button 84

calls by customers 79 calls to employees 79 Customer/Employee button 84 Database box 81

extension directory 79 Information list box 82 Select button 84

Reports window 80 using 80

Resetting the Full tab view 73

Restore minimised Attendant Console screen when 20

Restoring Attendant Console window 20

Right-click capability 31 using 31

Ringing 33

Ringing Assigned Extension 33

S

Save button 40

Screen Transfer 27

Screening calls 58

Search by department 72

Search for an individual 73

Selected extensions box 21

Selected tab

Directory list 21

Options dialog box 21

Selected tab view 42

Shared system 92

Standalone model 92

Starting the Client component 11

State/Province box 39

Status Bar 24

Attendant Console User Guide

Image 95

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 ConsoleReports component Attendant Console componentsServer component Client componentAdvanced software capabilities Attendant Console featuresComputer compatibility Graphical User Interface GUIAbility to handle growth Choice of Attendant typesReports Starting Attendant Console Configuring Attendant ConsoleTo configure Attendant Console Chapter Getting startedTo set or change the attendant’s extension number Types of attendant setupsFull-time main attendant 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 To activate call notification Setting up other attendant featuresCall 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 windowExit Status barAttendant Console menus File menuView menu Edit menuLog to File Tools menuAttendant MonitorTransfer menu Target menu Caller menuHelp menu Attendant 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 Company Using Caller Information optionsName Caller TypeCity, State/Province, To access the Edit Caller Information dialog boxEdit Caller Information dialog box PhoneContacts Caller ID NameCaller ID Number Record NumberUsing 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 columns Directory list employee and extension informationTo sort information Sorting information in the Directory listOther call processing functions Chapter Handling callsBasic call processing with Attendant Console What the Loop buttons display Answering calls as an attendantTo show or hide inactive Loop buttons To answer an incoming callTo release a call To transfer a caller to a frequently called number Using the Target list boxUsing the Contacts boxes To search by extension or name Using the Directory tabsUsing the Directory Find box To search by department Using the Department list boxTransferring a call To transfer using the Contacts boxTo transfer using the Target list box To transfer using the Directory listTo 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 retrieve a call on Hold Placing and retrieving calls on holdTo put an incoming call on hold To place a call on Hold at an active extensionTo 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 employee returns Handling a callback callResponding to a callback that an extension did not answer To respond to a Callback callTo process an IntAct call To process a Hold callTo process an Assist call To make a call to an inside extension Making a call from your extensionTo place a call to an extension or outside number To transfer a call to an 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 To create a new caller record from an active call Chapter Maintaining caller and employee informationMaintaining caller information Creating a new caller recordRefer 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 delete a caller record Finding and editing caller informationTo find caller information To edit a caller’s recordTo sort a column of information in the Directory Using the Directory listMaintaining employee information To search by name Finding an employee recordTo search for a person in a department Resetting the Full tab viewTo reset the Full tab view To create a new name for an extension Editing employee informationTo add or change an extension To change the person status of an extensionTo assign the name of an employee to a caller record Using the Make Caller buttonTo 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 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 Employees and Customers optionsCustomer and Employee Selection dialog box List boxTo load the database Creating and viewing reportsLoading the database Selecting a report typeTo select a report of one month Setting the report periodTo set the report period To select a report of one weekTo clear a date To select employees or customers Selecting employees and customers for the reportTo change the displayed page from the keyboard Creating the reportViewing the report To create a reportTo print a report Printing a reportGlossary Networked model Hunt Group Internal call Main attendantNumerics IndexP0936572 Person status icon P0936572