Nortel Networks P0936571 02 manual Types of attendant setups, Full-time main attendant setup

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Figure 1 Attendant Console window

When the setup is complete, the Directory list displays the Business Communications Manager extensions connected to the Business Communications Manager base unit.

Types of attendant setups

You must set up each PC that has the Client component installed to handle calls either as a main attendant, overflow attendant, backup attendant or assistant attendant.

Full-time main attendant setup

The full-time main attendant setup is intended for a telephone operator that has the Attendant window always visible on their PC. There can be more than one full-time attendant.

Every Client component must have the Server ID and Attendant extension options set for the Client component to function. The Server ID indicates to the Client component where the Server component is located. The Attendant extension setting indicates to the Client component which telephone belongs to the attendant.

The Client component displays the incoming calls to the attendant’s telephone as a yellow Ringing Loop button on the Attendant window. If the attendant’s telephone is programmed to receive all the incoming calls for the company, (that is, as a main attendant), Attendant Console displays the calls.

Before the attendant can receive and make calls, you must set the attendant’s extension number through the Client component. The extension must be a valid extension on the Business Communications Manager system and must be the telephone at the attendant’s desk.

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 Example Use the dinfo command Indicates command names and options and text thatPreface Text conventionsCarrier sense multiple access/collision detection BootP Bootstrap ProtocolEllipsis points BothMedia access control Integrated Services Digital NetworkMedia access unit Nonbroadcast multi-accessAcronyms P0936571 Server component Chapter Introduction to Attendant ConsoleComponents of the Attendant Console Client component Attendant Console featuresReports component PC compatibilityAdvanced software capabilities Graphical User Interface GUIAttendant Console’s advanced software capabilities Attendant typesStarting the Client component Chapter Getting startedMinimizing and maximizing the Attendant Console window Quitting the Client componentStarting 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 Menu bar Title barToolbar Loop buttonsStatus Bar Using the menu barFile menu File menu containsView menu Edit menuEdit menu contains View menu containsTransfer menu Tools menuTools menu contains Transfer menu containsCaller menu contains Caller menuAttendant menu Target menuHelp menu Target menu containsAccess keys Using keyboard shortcutsShortcut keys defined on the menus Help menu containsShortcuts 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 Report types Chapter Generating reportsCalls by Customers report Calls to Employees reportExtension Directory report Using the Reports windowDatabase box Information list 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