Nortel Networks P0936571 02 manual Chapter Introduction to Attendant Console, Server component

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Chapter 1

Introduction to Attendant Console

Business Communications Manager Attendant Console is an application that provides centralized call management and call activity reporting capability to a business. Attendant Console runs on one or more Pentium® class personal computers (PCs).

You can customize the way Attendant Console is set up to suit your company’s call management requirements. A telephone attendant uses a graphical user interface to:

•originate calls

•answer and manage multiple calls

•view a company’s name before answering a call

•record, add and change caller information for future use

•quickly access information about a caller

•transfer calls to employees or their voice message mailbox

•send the caller’s name to the employee’s telephone display

•park calls and page employees

•view information in a Directory about your company’s employees such as their extension number, person status and telephone status

•create and print reports showing how incoming calls are handled

•view the status of extensions in the company’s Attendant Console system

Components of the Attendant Console

Attendant Console is a client/Business Communications Manager base unit software application that consists of three interrelated components:

•Server component

•Client component

•Reports component

Server component

The Server component communicates with your Business Communications Manager base unit initiating telephone functions such as transferring calls, placing calls on hold and parking calls.

The Server component communicates with one or more Client components. A Client component is on a PC connected via a Local Area Network (LAN).

The Server component receives:

•notification of incoming calls

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

Attendant Console User Guide

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Contents Business Communications Manager Attendant Console User Guide Trademarks Copyright 2001 Nortel NetworksContents Chapter Handling calls Glossary Index Contents P0936571 Text conventions Indicates command names and options and text thatExample Use the dinfo command PrefaceBoth BootP Bootstrap ProtocolCarrier sense multiple access/collision detection Ellipsis pointsNonbroadcast multi-access Integrated Services Digital NetworkMedia access control Media access unitAcronyms P0936571 Server component Chapter Introduction to Attendant ConsoleComponents of the Attendant Console PC compatibility Attendant Console featuresClient component Reports componentAdvanced software capabilities Graphical User Interface GUIAttendant Console’s advanced software capabilities Attendant typesQuitting the Client component Chapter Getting startedStarting the Client component Minimizing and maximizing the Attendant Console windowStarting the Client component for the first time Initializing and configuring the Client componentFull-time main attendant setup Types of attendant setupsBackup attendant setup Part-time main attendant setupAssistant attendant setup Overflow attendant setupCall notification Setting up other attendant featuresRestoring the Attendant Console window Setting the Attendant Selected optionDisabling Transfer options Attendant Console window components are shown in Figure Chapter Using the Attendant Console windowComponents of the Attendant Console window Loop buttons Title barMenu bar ToolbarFile menu contains Using the menu barStatus Bar File menuView menu contains Edit menuView menu Edit menu containsTransfer menu contains Tools menuTransfer menu Tools menu containsCaller menu contains Caller menuTarget menu contains Target menuAttendant menu Help menuHelp menu contains Using keyboard shortcutsAccess keys Shortcut keys defined on the menusShortcuts initiated by pressing the Alt key and another key Using right-click capabilityLinking and Joining calls on Using the toolbarWords and colors on Loop buttons Using Caller Information optionsEdit Caller Information dialog box To the caller’s name Following buttons are in the call processing area Using the call processing areaSearch and edit functions in the Directory options Using the Directory optionsEdit Employee Information dialog box Entered Directory list employee and extension information Directory list tab viewsOther columns in the Directory list are Sorting information in the Directory list tabsP0936571 Answering calls as an attendant Chapter Handling callsP0936571 Using the Contacts boxes Using the Directory Find box Using the Directory tab viewsTransferring a call Using the Department list boxParking calls and paging employees Parking, holding and screening callsAttendant Console User Guide Placing and retrieving calls on hold Screening calls Contacting employees using Voice CallCreating a conference call Linking and Joining callsJoining a call on hold Responding to a callback that a called party returned Handling a callback callResponding to a callback that an extension did not answer Making a call from the attendant’s extension Handling calls at an employee’s telephone P0936571 Attendant transfers the call to the Assistant extension P0936571 Creating a new caller record Chapter Maintaining caller and employee informationMaintaining caller information P0936571 Finding and editing caller information Maintaining employee information Finding an employee record Using the Directory listResetting the Full tab view Creating a new name for an extension Using the Make Caller buttonEditing employee information Adding notes to employee records Attendant Console User Guide P0936571 Calls to Employees report Chapter Generating reportsReport types Calls by Customers reportInformation list box Using the Reports windowExtension Directory report Database boxEmployees and Customers options Period list boxCustomer and Employee Selection dialog box Creating and viewing reportsSelecting a report type Setting the report periodLoading the database P0936571 Create Report button Clearing a dateSelecting employees and customers for the report Printing a report Viewing the reportAttendant Console User Guide P0936571 Telephone system that Attendant Console works with GlossaryDo not disturb Local area network Voice mail or voice message mailbox Glossary P0936571 Numbers IndexP0936571 LAN P0936571