Nortel Networks Attendant Console guide

54Chapter 4 Handling calls

Parking, holding and screening calls

With Attendant Console you can screen calls for a employee, put the calls on hold and park calls so that you can page the employee. You can also talk to the employee in intercom mode using Voice Call.

Parking calls and paging employees

With the Park/Page feature you can place a call on hold and page the employee. You can also use this method to page an employee when there is no active call.

To park a call and page an employee

1In the Target list box type the extension of the employee.

If there is no active call and you want to page an employee, type or select the extension of the person being paged in the Target list box.

2Click the Park/Page button.

The Page dialog box appears. The Page dialog box shows all parked calls and all page zones so that you can page the employee.

3Click a call in the Parked calls list and then click the appropriate zone in the Page zones list.

4Click the Page button.

The Console Message box appears and the speakers on the telephones in the selected zone emit a low-level tone.

5Speak into the headset or handset, depending on your setup. When you are finished, click the OK button.

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Nortel Networks Attendant Console manual Parking, holding and screening calls, Parking calls and paging employees

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 Client component Attendant Console componentsServer component Reports component Graphical User Interface GUI Attendant Console featuresComputer compatibility Advanced software capabilities Choice of Attendant types ReportsAbility to handle growth Chapter Getting started Configuring Attendant ConsoleTo configure Attendant Console 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 File menu Status barAttendant Console menus Exit Edit menu View menu Monitor Tools menuAttendant 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 Caller Type Using Caller Information optionsName Company Phone To access the Edit Caller Information dialog boxEdit Caller Information dialog box City, State/Province, Record Number Caller ID NameCaller ID 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 To answer an incoming call Answering calls as an attendantTo show or hide inactive Loop buttons 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 Directory list To transfer using the Contacts boxTo transfer using the Target list box 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 To place a call on Hold at an active extension Placing and retrieving calls on holdTo put an incoming call on hold 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 To respond to a Callback call Handling a callback callResponding to a callback that an extension did not answer Responding to a Callback that an employee returns To process a Hold call To process an Assist callTo process an IntAct call To transfer a call to an extension Making a call from your extensionTo place a call to an extension or outside number 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 Creating a new caller record Chapter Maintaining caller and employee informationMaintaining caller information 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 To edit a caller’s record Finding and editing caller informationTo find caller information 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 To change the person status of an extension Editing employee informationTo add or change 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 List box Employees and Customers optionsCustomer and Employee Selection dialog box Customer and Employee Selecting a report type Creating and viewing reportsLoading the database To load the database To select a report of one week Setting the report periodTo set the report period To select a report of one month To clear a date Selecting employees and customers for the report To select employees or customers To create a report Creating the reportViewing the report To change the displayed page from the keyboard Printing a report To print a report Glossary Main attendant Hunt GroupInternal call Networked model Index Numerics P0936572 Person status icon P0936572