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Nortel Networks Attendant Console manual Glossary Index

Models: Attendant Console

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Chapter 6

Generating reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

About Attendant Console reports	79
Report types	79
About the Reports window	80
Components of the Reports window	81
Creating and viewing reports	85
Loading the database	85
Selecting a report type	85
Setting the report period	86
Selecting employees and customers for the report	88
Creating the report	89
Viewing the report	89
Printing a report	90

Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91 Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93

Attendant Console User Guide

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Nortel Networks Attendant Console manual Glossary Index

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 Ability to handle growth Choice of Attendant typesReports To configure Attendant Console Configuring Attendant ConsoleChapter Getting started Starting Attendant Console 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 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 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 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 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 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 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 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 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 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 IntAct call To process a Hold callTo process an Assist 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 send a call to CallPilot Handling calls at an employee’s telephoneTo speak to a caller 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 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 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 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 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