Nortel Networks P0936571 02 manual

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•the function key name above the Loop button, (F1 in the example) shows the key on the PC keyboard that relates to the ringing Loop button.

•the timer above the Loop button shows in minutes and seconds how long the call is active.

•the company name to the right of the Loop button shows the company that is calling. The company name is either from the caller database or from Caller ID. If you do not have Caller ID, this line of display is blank. You can enter or edit a company name using the Caller Information list box.

•The Caller ID name on the second line of the information to the right of the Loop button, shows the Caller ID number provided by the telephone company. If you do not have Caller ID, this line of display is blank.

•The bottom line of information to the right of the Loop button shows the name of the Business Communications Manager base unit server line that carries the call.

To answer an incoming call:

1A Loop button turns yellow displays the word Ringing. You can respond to a call in one of four ways:

•Click the yellow Ringing Loop button.

•Press the function key on the PC keyboard (for example F1), shown above the Loop button.

•Press the Esc key.

•Press the associated intercom or line key on your telephone.

The Loop button becomes green and displays the word Active.

2Answer the call with your company greeting. If you are answering a call from this number or company for the first time, you can enter caller information. For further information, refer to “The Edit Caller Information dialog box” on page 34. If this is not the first time you have answered a call from this number or company, refer to “Finding the called person’s extension and placing it in theTarget list box” on page45 .

To release or hang up a call:

Click the Release button.

The call disconnects and the Loop button becomes idle.

Note: Server line names are programmed in your Business

Communications Manager base unit by your telephone administrator.

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Contents Business Communications Manager Attendant Console User Guide Copyright 2001 Nortel Networks TrademarksContents Chapter Handling calls Glossary Index Contents P0936571 Indicates command names and options and text that Example Use the dinfo commandPreface Text conventionsBootP Bootstrap Protocol Carrier sense multiple access/collision detectionEllipsis points BothIntegrated Services Digital Network Media access controlMedia access unit Nonbroadcast multi-accessAcronyms P0936571 Server component Chapter Introduction to Attendant ConsoleComponents of the Attendant Console Attendant Console features Client componentReports component PC compatibilityGraphical User Interface GUI Advanced software capabilitiesAttendant types Attendant Console’s advanced software capabilitiesChapter Getting started Starting the Client componentMinimizing and maximizing the Attendant Console window 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 Title bar Menu barToolbar Loop buttonsUsing the menu bar Status BarFile menu File menu containsEdit menu View menuEdit menu contains View menu containsTools menu Transfer menuTools menu contains Transfer menu containsCaller menu Caller menu containsTarget menu Attendant menuHelp menu Target menu containsUsing keyboard shortcuts Access keysShortcut keys defined on the menus 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 Chapter Generating reports Report typesCalls by Customers report Calls to Employees reportUsing the Reports window Extension Directory reportDatabase box 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