Nortel Networks P0887496 01 manual Responding to a callback that a called party returned

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52 Handling calls

Responding to a callback that a called party returned

A call that the called person elects not to take can be handled by you according to instructions that you or your company have established. This type of call is similar to a Callback to the attendant. The called person, can use the buttons below the display area of the telephone, communicate to you, the attendant, how the call should be handled with one of the following pre-set messages:

•Hold. You ask the caller to hold for a moment.

•Assist. You send the caller to the called party’s assistant.

•IntAct. You inform the caller that the person they called is currently on the line and ask if they wish to interrupt the call.

The display button pressed by the employee sends a pre-set message to you. Either Hold, Assistant or Interact is displayed below the orange Callback Loop button.

To respond to a Callback call that a called party returned:

1.Click . The Caller Information group box shows the information originally displayed.

2.Advise the caller according to the pre-set message that appears.

To process a hold call:

1.Advise the caller that the employee would like them to hold.

2.Enter the employee’s extension in the Target box.

3.Click . The call is now camped onto the called employee’s extension.

To process an assistant call:

1.Advise the caller that the employee is temporarily unable to take calls and has requested that calls be routed to the Assistant extension.

2.Enter the assistant’s extension number in the Target box. The number is located in the Assistant Extension box on the Edit Employee Information dialog box.

3.Transfer the call to the assistant’s extension number.

To process an interact call:

1.Advise the caller that the employee is on another call but can be interrupted.

2.If the caller agrees, enter the employee’s extension in the Target box.

3.Transfer the call back to the extension.

Norstar PC Console 1.1 User Guide

P0887496 01

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Contents Norstar PC Console User Guide Page Table of contents Chapter Handling calls Chapter Maintaining caller and employee informationChapter Generating reports IiiGlossary Index Norstar PC Console 1.1 User Guide About this guide Conventions Using the keyboard to navigate around Norstar PC ConsoleNaming of window components Processing a call with right-click mouse capability Shortcut keys defined on the menusInstallation Guide ReferencesServer program Attendant programEasy to use, time saving Graphical User Interface GUI Norstar PC Console featuresReports program Advanced software capabilitiesAttendant types Attractiveness of PC compatibilityUnderstanding Norstar PC Console Getting started Starting the Server programStarting the Attendant program Shutting down the Server programClick Close on the Tip of the Day window Shutting down the Attendant program Minimizing and maximizing the Attendant main windowChecking that the Server and Attendant programs are running Initializing and configuring the Attendant program Starting the Attendant program for the first timeTypes of attendant setups Full-time main attendant setupPart-time main attendant setup Backup attendant setupOverflow attendant setup Assistant attendant setup Setting up other attendant features Notifying the attendant of incoming calls Save the Attendant program optionsSetting the Attendant Selected option Setting Transfer options for voice mail and linkingGetting started Caller Information group box Components of the Attendant main windowDirectory group box Toolbar Title barMenu bar Loop buttonsDirectory group box Status BarEdit menu Using the menu barFile menu Exit Closes the Attendant programView menu Tools menuAssigned tab Transfer menuOptions… Selected tabTransfer to VMail Caller menuPark Target menu Attendant menu Using the toolbarHelp menu Norstar PC Console 1.1 User Guide Words and colors on Loop buttons View menuUsing the Caller Information group box Edit Caller Information dialog box Using the call processing area Using the Directory group box Search and edit functions in the Directory group box Edit Employee Information dialog box Synchronization icon Directory listDirectory list tab views FullDirectory list employee and extension information AssignedSelected Person status iconDepartment NameExt Employee Information dialog box. Refer to MaintainingHandling calls Answering calls as an attendantNorstar PC Console 1.1 User Guide Using the Contacts group box Click the Full, BLF, Assigned or Selected tab Using the Directory tab viewsUsing the Directory Find box Click TransferTransferring a call Using the Department boxEmployee Information dialog box ICS Parking, holding and screening calls Parking calls and paging employeesOn the Caller menu, click View Parked Calls Placing and retrieving calls on holdClick Retrieve Screening calls Contacting employees using Voice Call Linking and Joining callsHandling 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 Managing calls at the employee’s telephone Attendant transfers the call to the Assistant extension Handling calls Maintaining caller information Creating a new caller recordNorstar PC Console 1.1 User Guide P0887496 Finding and editing caller information Maintaining employee information Working with the Directory listFinding an employee record P0887496 Resetting the Full tab view Editing employee informationClick Close to close the Edit Employee Information window Creating a new name for an extensionUsing the Make Caller button Adding notes to employee recordsP0887496 Maintaining caller and employee information Report types Calls by Customers reportCalls to Employees report Extension Directory reportDatabase group box Working with the Reports windowInformation group box Period group box List box Employees and customers group boxesAll and Select option buttons Customer/EmployeeSelecting the database Using the Current Database boxCreating and viewing reports Customers and Employees Selection dialog boxSelecting a report type ConsoleServerDBSetting the report period Clearing a date Selecting employees and customers for the reportTo select the Employees or Customers Create Report button Viewing the report you generatedPrinting a report Generating reports CTA Computer Telephony Adapter Assistant attendantCaller ID Destination extensionInternal call External callICS Norstar Integrated Communications System HookflashStand-alone model Server programShared system Target extensionGlossary Index Norstar PC Console 1.1 User Guide P0887496 Norstar PC Console 1.1 User Guide P0887496

P0887496 01 specifications

Nortel Networks P0887496 01 is a pivotal component in the realm of telecommunications, reflecting the company’s legacy in innovation and network management solutions. Nortel Networks, once a giant in the telecom industry, designed the P0887496 01 with features and technologies that cater to the evolving needs of modern communication systems.

One of the standout characteristics of the P0887496 01 is its robust architecture, which is tailored to support high-bandwidth applications and enhance overall network efficiency. The device is built to facilitate seamless integration within various network environments, making it an ideal choice for businesses looking to optimize their telecommunications infrastructure.

The P0887496 01 is particularly noted for its advanced signaling capabilities, which enable efficient call processing and management. This characteristic is essential for maintaining quality service in high-demand scenarios, such as in call centers and enterprise communication systems. Furthermore, the device supports a wide range of protocols, ensuring compatibility with diverse systems and enhancing its versatility in various applications.

Another significant feature of the P0887496 01 is its scalability. As businesses grow and evolve, their telecommunications needs often become more complex. Nortel’s commitment to scalability ensures that the P0887496 01 can accommodate expanded service demands without the need for extensive overhauls or replacements, protecting investment over time.

In addition, the device is equipped with robust security features designed to safeguard sensitive data and ensure the integrity of communications. These security measures play a crucial role in today’s cyber-threat environment, where securing customer and corporate information is paramount.

Moreover, the Nortel Networks P0887496 01 is known for its reliability, emphasizing uptime and performance consistency. Businesses can rely on this device for critical operations without the fear of disruptions that can arise from system failures.

Overall, the Nortel Networks P0887496 01 is an exemplary model of telecommunications technology that incorporates comprehensive features aimed at enhancing network performance, scalability, and security. Its combination of sophisticated signaling capabilities and robust architecture makes it a valuable asset for organizations seeking to improve and modernize their telecommunications infrastructure. As networks continue to evolve, devices like the P0887496 01 remain essential in meeting the demands of contemporary communication strategies.
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