Nortel Networks P0936571 02 manual Contents

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Contents

Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Text conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Acronyms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Chapter 1

Introduction to Attendant Console. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Components of the Attendant Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Server component . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Client component . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Reports component . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Attendant Console features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 PC compatibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Graphical User Interface (GUI) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Advanced software capabilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Attendant types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Chapter 2

Getting started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Starting the Client component . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15. Minimizing and maximizing the Attendant Console window . . . . . . . . . . . . . . . . . 15 Quitting the Client component . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15. Initializing and configuring the Client component . . . . . . . . . . . . . . . . . . . . . . . . . 16 Starting the Client component for the first time . . . . . . . . . . . . . . . . . . . . . . . 16 Types of attendant setups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17. Setting up other attendant features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Chapter 3

Using the Attendant Console window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Components of the Attendant Console window . . . . . . . . . . . . . . . . . . . . . . . . . . 23 Title bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 Menu bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .24. Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 Loop buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .24. Caller Information options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24. Call processing area . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 Directory list . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .24. Status Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Using the menu bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 File menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

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 Chapter Introduction to Attendant Console Components of the 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 Chapter Using the Attendant Console window Components of 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 CallLinking and Joining calls Joining a call on holdCreating a conference call Handling a callback call Responding to a callback that an extension did not answerResponding 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 Chapter Maintaining caller and employee information Maintaining caller 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 Using the Make Caller button Editing employee informationCreating 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 reportsSetting the report period Loading the databaseSelecting a report type P0936571 Clearing a date Selecting employees and customers for the reportCreate Report button Printing a report Viewing the reportAttendant Console User Guide P0936571 Glossary Do not disturbTelephone system that Attendant Console works with Local area network Voice mail or voice message mailbox Glossary P0936571 Numbers IndexP0936571 LAN P0936571
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