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Nortel Networks Attendant Console manual

Models: Attendant Console

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Part No. P0936572 02

Business Communications Manager

Attendant Console User Guide

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Nortel Networks manual Business Communications Manager Attendant Console User Guide

Contents

Business Communications Manager Attendant Console User Guide Trademarks Copyright 2002 Nortel Networks Contents Chapter Handling calls Glossary Index Contents P0936572 About Attendant Console Chapter Introduction to Attendant Console Server component Attendant Console componentsClient component Reports component Computer compatibility Attendant Console featuresGraphical User Interface GUI Advanced software capabilities Reports Choice of Attendant typesAbility to handle growth To configure Attendant Console Configuring Attendant ConsoleChapter Getting started Starting Attendant Console Full-time main attendant Types of attendant setupsTo set or change the attendant’s extension number Part-time main attendant To set up the backup attendant Backup attendant Getting started To set the overflow extension Overflow attendant Assistant attendant Setting up an assistant attendant To view an assistant attendant’s assigned extensions Call notification Setting up other attendant featuresTo activate call notification Restoring the Attendant Console window To set the Attendant Console window to restore automatically To display extensions Setting the Attendant Selected option Disabling Transfer options To disable the Transfer Options Components of the Attendant Console window Chapter Using the Attendant Console window Attendant Console menus Status barFile menu Exit View menu Edit menu Attendant Tools menuMonitor Log to File Transfer menu Target menu Caller menu Help menu Attendant menu Access keys Using keystroke commandsMenu keystroke commands Keystroke commands with the Alt key Using right-click capabilityTo use right-click capability To display the toolbar Using the toolbarToolbar buttons About Loop buttons Name Using Caller Information optionsCaller Type Company Edit Caller Information dialog box To access the Edit Caller Information dialog boxPhone City, State/Province, Caller ID Number Caller ID NameRecord Number Contacts Using the call processing area Using the Attendant Console window Edit Employee Information dialog box Voice Mail Using the Directory options Full Directory tabsAssigned Directory list columns Directory list employee and extension information To sort information Sorting information in the Directory list Basic call processing with Attendant Console Chapter Handling callsOther call processing functions To show or hide inactive Loop buttons Answering calls as an attendantTo answer an incoming call What the Loop buttons display To release a call Using the Contacts boxes Using the Target list boxTo transfer a caller to a frequently called number To search by extension or name Using the Directory tabs Using the Directory Find box To search by department Using the Department list box To transfer using the Target list box To transfer using the Contacts boxTo transfer using the Directory list Transferring a call To transfer a call to an outside number Parking calls and paging employees Parking, holding and screening callsTo park a call and page an employee To retrieve a parked call To view parked calls To put an incoming call on hold Placing and retrieving calls on holdTo place a call on Hold at an active extension To retrieve a call on Hold To screen and transfer a call Screening calls Contacting employees using Voice Call Linking and Joining calls To create a conference call to an outside number Creating a conference call Responding to a callback that an extension did not answer Handling a callback callTo respond to a Callback call Responding to a Callback that an employee returns To process an Assist call To process a Hold callTo process an IntAct call To place a call to an extension or outside number Making a call from your extensionTo transfer a call to an extension To make a call to an inside extension To speak to a caller Handling calls at an employee’s telephoneTo send a call to CallPilot To join a call with the current call Maintaining caller information Chapter Maintaining caller and employee informationCreating a new caller record To create a new caller record from an active call Refer to Parking calls and paging employees on To create a new caller record from a Caller ID To create a new caller record when there are no active calls To find caller information Finding and editing caller informationTo edit a caller’s record To delete a caller record Maintaining employee information Using the Directory listTo sort a column of information in the Directory To search by name Finding an employee record To reset the Full tab view Resetting the Full tab viewTo search for a person in a department To add or change an extension Editing employee informationTo change the person status of an extension To create a new name for an extension To assign the name of an employee to a caller record Using the Make Caller button To select from the list of notes Adding notes to employee recordsTo type a note To save employee edit changes Maintaining caller and employee information P0936572 About Attendant Console reports Chapter Generating reportsReport types To open the Reports window About the Reports window Database box Components of the Reports window Information list box contains the report type information Information list box Period list box Customer and Employee Selection dialog box Employees and Customers optionsList box Customer and Employee Loading the database Creating and viewing reportsSelecting a report type To load the database To set the report period Setting the report periodTo select a report of one week To select a report of one month To clear a date To select employees or customers Selecting employees and customers for the report Viewing the report Creating the reportTo create a report To change the displayed page from the keyboard To print a report Printing a report Glossary Internal call Hunt GroupMain attendant Networked model Numerics Index P0936572 Person status icon P0936572