Nortel Networks P0936571 02 manual

Nortel Networks P0936571 02 manual Nortel Networks P0936571 02 manual Using the Contacts boxes Nortel Networks P0936571 02 manual Using the Directory tab views, Using the Directory Find box Nortel Networks P0936571 02 manual Transferring a call, Using the Department list box Nortel Networks P0936571 02 manual Parking, holding and screening calls, Parking calls and paging employees Nortel Networks P0936571 02 manual Attendant Console User Guide Nortel Networks P0936571 02 manual Placing and retrieving calls on hold Nortel Networks P0936571 02 manual Screening calls, Contacting employees using Voice Call Nortel Networks P0936571 02 manual Linking and Joining calls, Joining a call on hold, Creating a conference call Nortel Networks P0936571 02 manual Handling a callback call, Responding to a callback that an extension did not answer Nortel Networks P0936571 02 manual Making a call from the attendant’s extension Nortel Networks P0936571 02 manual Handling calls at an employee’s telephone Nortel Networks P0936571 02 manual Nortel Networks P0936571 02 manual Attendant transfers the call to the Assistant extension Nortel Networks P0936571 02 manual Nortel Networks P0936571 02 manual Chapter Maintaining caller and employee information, Maintaining caller information Nortel Networks P0936571 02 manual Nortel Networks P0936571 02 manual Finding and editing caller information Nortel Networks P0936571 02 manual Maintaining employee information Nortel Networks P0936571 02 manual Using the Directory list, Finding an employee record Nortel Networks P0936571 02 manual Resetting the Full tab view Nortel Networks P0936571 02 manual Editing employee information, Creating a new name for an extension Nortel Networks P0936571 02 manual Adding notes to employee records Nortel Networks P0936571 02 manual Attendant Console User Guide Nortel Networks P0936571 02 manual Nortel Networks P0936571 02 Chapter Generating reports, Report types, Calls by Customers report, Calls to Employees report Nortel Networks P0936571 02 manual Using the Reports window, Extension Directory report, Database box, Information list box Nortel Networks P0936571 02 manual Period list box, Employees and Customers options Nortel Networks P0936571 02 manual Creating and viewing reports, Customer and Employee Selection dialog box Nortel Networks P0936571 02 manual Loading the database, Selecting a report type, Setting the report period Nortel Networks P0936571 02 manual Nortel Networks P0936571 02 manual Clearing a date, Selecting employees and customers for the report, Create Report button Nortel Networks P0936571 02 manual Viewing the report, Printing a report Nortel Networks P0936571 02 manual Attendant Console User Guide Nortel Networks P0936571 02 manual Nortel Networks P0936571 02 manual Glossary, Do not disturb, Telephone system that Attendant Console works with
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•send a call back to the attendant to ask the caller if they wish to interrupt the current call

•send a call back to the attendant who then routes it to an assistant attendant

Note: Press the Next display button to see more than the first two options that appear.

To talk to a caller:

1Press the Talk display button to automatically connect with the call, or pick up the handset. If the telephone is in use, press the Talk display button to put the first call on hold and connect the new caller.

To send a call to the attendant who then asks the caller to hold:

1Press the Hold display button.

This delivers a pre-set message to the attendant. The attendant asks the caller to hold for the called person and camps the call to the called person’s extension.

2The called person sees the call camped on their telephone and handles the call.

To send a call to Business Communications Manager Voice Messaging:

1Press the VM (Voice Messaging) display button on the telephone. The call transfers to the called person’s voice message mailbox.

To join a call with the current call:

1Press the Join display button to conference the caller in with your current call.

The called person can see the caller’s name or Caller ID name in the display of the telephone and decide whether to include the caller in the current call.

To send a call to the attendant who then asks the caller if they want to interrupt:

1Press the IntAct display button.

This delivers a pre-set message to the attendant who asks the caller if they want to interrupt the employee.

2If yes, the attendant transfers the call back to the employee.

3The calling party’s name appears in the display of the called person’s telephone for approximately 20 seconds. To answer the call that the attendant transfers back, press the Talk display button.

To send a call back to the attendant who then routes it to an assistant attendant:

1Press the Assist display button.

This delivers a pre-set message to the attendant. The attendant tells the caller that the called person is temporarily unable to take calls and requests that they are transferred to an Assistant extension.

P0936571 02

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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
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