Nortel Networks P0936571 02 Attendant types, Attendant Console’s advanced software capabilities

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Table 2 Attendant Console’s advanced software capabilities

Visual call announcing and	When a telephone is busy with a call, an attendant can send
control	caller 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.

Reports	You can generate reports that contain information such as the
	number of incoming calls and who answers the calls. This
	information shows the calling trends in the business and the
	performance of the telephone system.

Ability to handle growth	A one-time purchase of Attendant Console is often all that is
	needed. If you want to add more attendant positions as the
	company grows, Attendant Console is easily expandable.

Attendant types

You must set up each PC to handle calls either as a main attendant, overflow attendant, backup attendant or assistant attendant. Each attendant type gives you flexibility in responding to calls. This ensures that calls can be handled in a professional and prompt manner. For detailed information about attendant setups, refer to “Types of attendant setups” on page17 .

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Contents Business Communications Manager Attendant Console User Guide Copyright 2001 Nortel Networks TrademarksContents Chapter Handling calls Glossary Index Contents P0936571 Preface Indicates command names and options and text thatExample Use the dinfo command Text conventionsEllipsis points BootP Bootstrap ProtocolCarrier sense multiple access/collision detection BothMedia access unit Integrated Services Digital NetworkMedia access control Nonbroadcast multi-accessAcronyms P0936571 Server component Chapter Introduction to Attendant ConsoleComponents of the Attendant Console Reports component Attendant Console featuresClient component PC compatibilityGraphical User Interface GUI Advanced software capabilitiesAttendant types Attendant Console’s advanced software capabilitiesMinimizing and maximizing the Attendant Console window Chapter Getting startedStarting the Client component Quitting the Client componentInitializing and configuring the Client component Starting the Client component for the first timeTypes of attendant setups Full-time main attendant setupPart-time main attendant setup Backup attendant setupOverflow attendant setup Assistant attendant setupSetting up other attendant features Call notificationSetting the Attendant Selected option Restoring the Attendant Console windowDisabling Transfer options Attendant Console window components are shown in Figure Chapter Using the Attendant Console windowComponents of the Attendant Console window Toolbar Title barMenu bar Loop buttonsFile menu Using the menu barStatus Bar File menu containsEdit menu contains Edit menuView menu View menu containsTools menu contains Tools menuTransfer menu Transfer menu containsCaller menu Caller menu containsHelp menu Target menuAttendant menu Target menu containsShortcut keys defined on the menus Using keyboard shortcutsAccess keys Help menu containsUsing right-click capability Shortcuts initiated by pressing the Alt key and another keyUsing the toolbar Linking and Joining calls onUsing Caller Information options Words and colors on Loop buttonsEdit Caller Information dialog box To the caller’s name Using the call processing area Following buttons are in the call processing areaUsing the Directory options Search and edit functions in the Directory optionsEdit Employee Information dialog box Entered Directory list tab views Directory list employee and extension informationSorting information in the Directory list tabs Other columns in the Directory list areP0936571 Chapter Handling calls Answering calls as an attendantP0936571 Using the Contacts boxes Using the Directory tab views Using the Directory Find boxUsing the Department list box Transferring a callParking, holding and screening calls Parking calls and paging employeesAttendant Console User Guide Placing and retrieving calls on hold Contacting employees using Voice Call Screening callsCreating 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 Using the Directory list Finding an employee recordResetting 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 by Customers report Chapter Generating reportsReport types Calls to Employees reportDatabase box Using the Reports windowExtension Directory report Information list boxPeriod list box Employees and Customers optionsCreating and viewing reports Customer and Employee Selection dialog boxSelecting a report type Setting the report periodLoading the database P0936571 Create Report button Clearing a dateSelecting employees and customers for the report Viewing the report Printing a 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 Index NumbersP0936571 LAN P0936571