Nortel Networks Attendant Console specs

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Chapter 3

Using the Attendant Console window

This chapter explains how to use the Attendant Console window.

Components of the Attendant Console window

menu bar

Caller Information options

Call processing area

toolbar

Loop buttons

Directory options

Status bar

Attendant Console User Guide

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Nortel Networks manual Chapter Using the Attendant Console window, Components of the Attendant Console window

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 Reports component Attendant Console componentsServer component Client component Advanced software capabilities Attendant Console featuresComputer compatibility Graphical User Interface GUI Ability to handle growth Choice of Attendant typesReports Starting Attendant Console Configuring Attendant ConsoleTo configure Attendant Console Chapter Getting started To set or change the attendant’s extension number Types of attendant setupsFull-time main attendant 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 To activate call notification Setting up other attendant featuresCall 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 Exit Status barAttendant Console menus File menu View menu Edit menu Log to File Tools menuAttendant Monitor Transfer menu Target menu Caller menu Help menu Attendant menu Menu keystroke commands Using keystroke commandsAccess keys To use right-click capability Using right-click capabilityKeystroke commands with the Alt key Toolbar buttons Using the toolbarTo display the toolbar About Loop buttons Company Using Caller Information optionsName Caller Type City, State/Province, To access the Edit Caller Information dialog boxEdit Caller Information dialog box Phone Contacts Caller ID NameCaller ID Number Record Number Using the call processing area Using the Attendant Console window Edit Employee Information dialog box Voice Mail Using the Directory options Assigned Directory tabsFull Directory list columns Directory list employee and extension information To sort information Sorting information in the Directory list Other call processing functions Chapter Handling callsBasic call processing with Attendant Console What the Loop buttons display Answering calls as an attendantTo show or hide inactive Loop buttons To answer an incoming call To release a call To transfer a caller to a frequently called number Using the Target list boxUsing the Contacts boxes To search by extension or name Using the Directory tabs Using the Directory Find box To search by department Using the Department list box Transferring a call To transfer using the Contacts boxTo transfer using the Target list box To transfer using the Directory list To transfer a call to an outside number To park a call and page an employee Parking, holding and screening callsParking calls and paging employees To retrieve a parked call To view parked calls To retrieve a call on Hold Placing and retrieving calls on holdTo put an incoming call on hold To place a call on Hold at an active extension 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 employee returns Handling a callback callResponding to a callback that an extension did not answer To respond to a Callback call To process an IntAct call To process a Hold callTo process an Assist call To make a call to an inside extension Making a call from your extensionTo place a call to an extension or outside number To transfer a call to an extension To send a call to CallPilot Handling calls at an employee’s telephoneTo speak to a caller To join a call with the current call To create a new caller record from an active call Chapter Maintaining caller and employee informationMaintaining caller information Creating a new caller record 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 delete a caller record Finding and editing caller informationTo find caller information To edit a caller’s record To sort a column of information in the Directory Using the Directory listMaintaining employee information To search by name Finding an employee record To search for a person in a department Resetting the Full tab viewTo reset the Full tab view To create a new name for an extension Editing employee informationTo add or change an extension To change the person status of an extension To assign the name of an employee to a caller record Using the Make Caller button To type a note Adding notes to employee recordsTo select from the list of notes To save employee edit changes Maintaining caller and employee information P0936572 Report types Chapter Generating reportsAbout Attendant Console reports 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 Employees and Customers optionsCustomer and Employee Selection dialog box List box To load the database Creating and viewing reportsLoading the database Selecting a report type To select a report of one month Setting the report periodTo set the report period To select a report of one week To clear a date To select employees or customers Selecting employees and customers for the report To change the displayed page from the keyboard Creating the reportViewing the report To create a report To print a report Printing a report Glossary Networked model Hunt GroupInternal call Main attendant Numerics Index P0936572 Person status icon P0936572