Nortel Networks P0936571 02 manual Chapter Maintaining caller and employee information

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Chapter 5

Maintaining caller and employee information

Attendant Console manages both caller and employee information.

Maintaining caller information

When a caller contacts your company, information about the caller from the Attendant Console database appears in the Caller Information list box of the Attendant window. Either the caller is already in the database, or other employees of the callers company may be in the database.

Alternatively, the caller and the company may be new.

Creating a new caller record

New caller records are created in the following ways:

•automatically, during an active call, the first time Caller ID information is received by the Client component. You can customize the new caller record during the active call or later.

•when you create a new caller record from an existing one

•when you create a new blank caller record

Note: The caller record is not saved if you click the Release button without processing the call.

When a call comes in, Attendant Console checks the Caller ID from the telephone company to see if the number has previously called. If there is a record that the number has called before, information from the caller database appears in the Caller Information list box on the Attendant Console window. The Name list box displays the names of callers on record that are associated with the incoming Caller ID. There can be several callers from the same telephone number calling if they are employees at the same company. For more information, refer to “The Edit Caller Information dialog box” on pag e34.

If you select the name of the caller from the list, the Caller Information list box displays information about the caller.

To create a new caller record from an active call:

1Click the Ringing Loop button to answer the incoming call.

Information in the database about the caller appears in the Caller Information list box on the Attendant Console window.

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 Server component Chapter Introduction to Attendant ConsoleComponents of the Attendant Console 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 Attendant Console window components are shown in Figure Chapter Using the Attendant Console windowComponents of the Attendant Console window 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 CallCreating 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 Finding an employee record Using the Directory listResetting 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 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 reportsSelecting a report type Setting the report periodLoading the database P0936571 Create Report button Clearing a dateSelecting employees and customers for the report Printing a report Viewing the 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 Numbers IndexP0936571 LAN P0936571