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Nortel Networks Attendant Console manual Types of attendant setups, Full-time main attendant

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12Chapter 2 Getting started

Types of attendant setups

You must set up each computer that has Attendant Console installed to handle calls either as a full-time main attendant, part-time main attendant, or a backup, overflow or assistant attendant. The following section explains the different types of attendant setups.

Full-time main attendant

The full-time main attendant is a telephone operator that has the Attendant window always visible on their computer. There can be more than one full-time attendant.

The Client component displays the incoming calls to the attendant’s telephone as a yellow Ringing Loop button on the Attendant window. If the attendant’s telephone is programmed to receive all the incoming calls for the company, (that is, as a main attendant), Attendant Console displays the calls.

Before you can receive and make calls, you must set the attendant’s extension number through the Client component. The extension must be a valid extension on the Business Communications Manager 2.5 system and must be the telephone at the attendant’s desk.

To set or change the attendant’s extension number

1On the Tools menu click Options.

The Options dialog box appears with the Options tab displayed.

2In the Attendant option, in the My Extension box, type the extension number of the attendant’s telephone.

3Click the OK button.

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Nortel Networks Attendant Console manual Types of attendant setups, Full-time main attendant

Contents

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