Nortel Networks P0936571 02 manual

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2In the Caller Information list box click Edit. The Edit Caller Information dialog box appears.

3Click the New Caller button.

This clears all the boxes in the Edit Caller Information dialog box and lets you create a new caller record.

4In the Name list box, type the caller’s name in the format of last name first, space, then first name.

5From the Caller Type list box, select a Caller Type, either Unclassified, Personal, Employee, Vendor or Customer.

6In the Company box, type the caller’s company’s name.

7Click the Save button to save the information.

If you click the Close button without saving, the message, “Do you want to save the current record?” appears. Click the Yes button to save the record.

8After you enter caller information, process the call by:

transferring the call to the called party. Refer to “Transferring a call” on pag e47.

placing the call on hold. Refer to “Parking, holding and screening calls” on page 48.

transferring the call to Business Communications Manager Voice Messaging. Refer to “Transferring a call” on pag e47.

parking the call and paging the called party. Refer to “Parking calls and paging employees” on page 48.

To create a new name caller record from an existing caller record:

1On the Attendant Console window, in the Caller Information options, click the Edit button. The Edit Caller Information dialog box appears.

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 Chapter Introduction to Attendant Console Components of the Attendant ConsoleServer component 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 Chapter Using the Attendant Console window Components of the Attendant Console windowAttendant Console window components are shown in Figure 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 callsLinking 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 Using the Directory list Finding an employee recordResetting 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 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 boxSetting the report period Loading the databaseSelecting a report type P0936571 Clearing a date Selecting employees and customers for the reportCreate Report button Viewing the report Printing a 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 Index NumbersP0936571 LAN P0936571