Nortel Networks P0936571 02 Using Caller Information options, Words and colors on Loop buttons

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Use the Join button to connect two callers by joining the active call with the call that is on hold at the Attendant Console. Refer to “Linking and Joining calls” on page 52.

Use the View Parked button to display the Parked dialog box, which lists parked calls. Calls can be parked and retrieved from any telephone connected to your Business Communications Manager base unit. Refer to “Parking calls and paging employees” on page48 .

Use the Voice Call to initiate a call from the attendant’s telephone to the speaker of another telephone without causing the telephone to ring. Refer to “Parking calls and paging employees” on page48 .

Six Loop buttons, labeled F1 to F6, are used to answer calls. Each Loop button represents call. The color of the Loop button and the word that appears shows the type of call activity occurring.

You can display or hide Loop buttons. On the View menu click Hide Loop Buttons. When a check mark appears, only active Loop buttons appear. When Hide Loop Buttons is not selected, all the Loop buttons appear.

Words and colors on Loop buttons:

A yellow Loop button with the word Ringing appears when an incoming call rings at the attendant’s extension.

A green Loop button with the word Active appears when a call is answered by the attendant. Only one Loop button is active at one time.

A blue Loop button with the words On Hold appears when a call is on hold at the attendant’s extension.

An orange Loop button with the word Callback appears when a call returns to the attendant from the Target extension.

A red Loop button with the word Ringing appears when a call rings at an

Assigned extension.

Grey Loop buttons appear when the Loop button is inactive and when Hide

Loop Buttons is not selected.

Using Caller Information options

Caller Information options are in the top center of the Attendant Console window. When you answer a call, the Caller Information options show information about the caller.

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 Chapter Introduction to Attendant Console Components of the Attendant ConsoleServer component 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 Chapter Using the Attendant Console window Components of the Attendant Console windowAttendant Console window components are shown in Figure 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 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 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 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