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Attendant Console
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Contents P0936572
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Attendant Console
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Configuring Attendant Console
Resetting the Full tab view
Access keys
Types of attendant setups
Backup attendant
Setting the report period
Attendant Console features
Using right-click capability
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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 components
Server component
Reports component
Graphical User Interface GUI
Attendant Console features
Computer compatibility
Advanced software capabilities
Choice of Attendant types
Reports
Ability to handle growth
Chapter Getting started
Configuring Attendant Console
To configure Attendant Console
Starting Attendant Console
Types of attendant setups
Full-time main attendant
To 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 notification
To 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 bar
Attendant Console menus
Exit
Edit menu
View menu
Monitor
Tools menu
Attendant
Log to File
Transfer menu
Caller menu
Target menu
Attendant menu
Help menu
Using keystroke commands
Access keys
Menu keystroke commands
Using right-click capability
Keystroke commands with the Alt key
To use right-click capability
Using the toolbar
To display the toolbar
Toolbar buttons
About Loop buttons
Caller Type
Using Caller Information options
Name
Company
Phone
To access the Edit Caller Information dialog box
Edit Caller Information dialog box
City, State/Province,
Record Number
Caller ID Name
Caller 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
Full
Assigned
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 Console
Other call processing functions
To answer an incoming call
Answering calls as an attendant
To show or hide inactive Loop buttons
What the Loop buttons display
To release a call
Using the Target list box
Using the Contacts boxes
To 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 box
To 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 employees
To 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 hold
To 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 call
Responding 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 call
To process an IntAct call
To transfer a call to an extension
Making a call from your extension
To 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 caller
To send a call to CallPilot
To join a call with the current call
Creating a new caller record
Chapter Maintaining caller and employee information
Maintaining 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 information
To find caller information
To delete a caller record
Using the Directory list
Maintaining employee information
To 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 view
To search for a person in a department
To change the person status of an extension
Editing employee information
To 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 notes
To type a note
To save employee edit changes
Maintaining caller and employee information P0936572
Chapter Generating reports
About Attendant Console reports
Report 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 options
Customer and Employee Selection dialog box
Customer and Employee
Selecting a report type
Creating and viewing reports
Loading the database
To load the database
To select a report of one week
Setting the report period
To 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 report
Viewing the report
To change the displayed page from the keyboard
Printing a report
To print a report
Glossary
Main attendant
Hunt Group
Internal call
Networked model
Index
Numerics
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Person status icon
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