Nortel Networks P0936571 02 manual Overflow attendant setup, Assistant attendant setup

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3Click the OK button.

The main attendant can redirect their calls to the backup attendant by clicking the Out button. The main attendant can click the In button to resume receiving calls at their PC.

Overflow attendant setup

An overflow attendant receives calls that are redirected from another attendant position where there are more incoming calls than Loop buttons. For example, if a main attendant is already handling six incoming calls, the next call is redirected to the overflow attendant until one of the main attendant’s six Loop buttons is available.

The overflow attendant can also operate as a main attendant, an assistant attendant or any combination of the attendant types.

After you set up an Attendant PC as the overflow, each Attendant PC that is set up to receive incoming calls must be set up to redirect calls to the overflow Attendant PC whenever overflow conditions exist. You must activate the overflow feature at each Attendant PC.

Note: The system can redirect calls to another Attendant Console attendant or any extension number.

If all the Loop buttons are in use, the Loop overflow icon appears in the Attendant Status Bar and the overflow call goes to the specified extension. For more information on the Loop overflow icon, see “Status Bar” on page 25.

To set the overflow extension:

1On the Tools menu, click Options.

The Options dialog box appears with the Options tab open.

2In the Redirect calls to option, in the Extension box, type the overflow attendant’s extension number.

3Select Call overflow occurs to redirect calls when all of the main attendant’s Loop buttons are busy with calls.

4Click the OK button.

Assistant attendant setup

An assistant attendant provides call coverage for one or more extensions in the system. You can set up an assistant attendant to monitor incoming calls to specific extensions. Set up an assistant attendant if an employee wants an assistant attendant, such as an administrative assistant, to answer the employees’ calls.

To set up an assistant attendant:

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 Components of the Attendant Console Chapter Introduction to Attendant ConsoleServer component 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 Components of the Attendant Console window Chapter Using the Attendant Console windowAttendant Console window components are shown in Figure 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 CallJoining a call on hold Linking and Joining callsCreating a conference call Responding to a callback that an extension did not answer Handling a callback callResponding to a callback that a called party returned 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 Maintaining caller information Chapter Maintaining caller and employee informationCreating a new caller record P0936571 Finding and editing caller information Maintaining employee information Finding an employee record Using the Directory listResetting the Full tab view Editing employee information Using the Make Caller buttonCreating a new name for an extension 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 reportsLoading the database Setting the report periodSelecting a report type P0936571 Selecting employees and customers for the report Clearing a dateCreate Report button Printing a report Viewing the reportAttendant Console User Guide P0936571 Do not disturb GlossaryTelephone system that Attendant Console works with Local area network Voice mail or voice message mailbox Glossary P0936571 Numbers IndexP0936571 LAN P0936571