Transferring a call | Nortel Networks Attendant Console specification

52Chapter 4 Handling calls

Transferring a call

You can transfer an active call to an extension using the Contacts box, the Target list box or the Directory dialog box. You can also transfer a call to a voice message mailbox.

To transfer using the Contacts box

1Double-click the telephone status icon to the right of the Contacts box. The call transfers to the displayed extension.

To transfer using the Target list box

1Make sure the extension in the Target list box is correct. Double-click the telephone status icon beside the Target list box or click the Transfer button. You can also click the Target list box and press the Enter key on the keyboard.

The call transfers to the displayed extension.

To transfer using the Directory list

1Double-click the telephone status icon or the name of the person to whom you are transferring the call. The call transfers.

To transfer a call to the mailbox of an extension in the Target list box

1Type the extension number of the employee in the Target list box.

2Click the VMTransfer button.

The call transfers and the Loop button becomes idle.

Note: You can make the VMTransfer button inactive when a non-CallPilot system is attached to the Business Communications Manager base unit.

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Nortel Networks Attendant Console manual Transferring a call, To transfer using the Contacts box

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 Reports Choice of Attendant typesAbility to handle growth Configuring Attendant Console To configure 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 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 Call notification Setting up other attendant featuresTo 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 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 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 Full Directory tabsAssigned Directory list employee and extension information Directory list columns Sorting information in the Directory list To sort information Basic call processing with Attendant Console Chapter Handling callsOther 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 Contacts boxes Using the Target list boxTo 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 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 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 an Assist call To process a Hold 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 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 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 Maintaining employee information Using the Directory listTo sort a column of information in the Directory Finding an employee record To search by name To reset the Full tab view Resetting 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 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 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