Attendant Console components, Server component | Nortel Networks

8Chapter 1 Introduction to Attendant Console

Attendant Console components

Attendant Console is a software application that has three interrelated components:

•Server component

•Client component

•Reports component

The Server component

The Server component:

•communicates with your Business Communications Manager 2.5 system to initiate telephone functions such as transferring calls, placing calls on hold and parking calls.

•collects and manages call-processing information in a database that can be used for reporting purposes.

•communicates with one or more Client components. A Client component is on a computer connected by a Local Area Network (LAN).

The Server component receives:

•notification of incoming calls

•information about telephones attached to the Business Communications Manager base unit

The Client component

The Client component has an easy-to-use graphical user interface (GUI). The Attendant Console window displays information about incoming callers and includes a Company Directory with employee names, telephone status (such as on-hook, off-hook, Do Not Disturb and Call Forward) and person status (such as None, Not at desk and Out of office). You can search the Directory from the Attendant window.

You can configure Attendant computers to be main, assistant, overflow or backup attendants. For more information, refer to “Types of attendant setups” on page 12. Incoming calls can be transferred to an extension, a voice message mailbox or an external number.

You can set up more than one attendant for your company. You can also set up Attendant Console to provide call coverage for assigned groups of employees. In this setup, you are notified of calls to assigned employees and can answer calls when the employees cannot.

The Reports component

The Reports component provides information about incoming calls. Reports can help you identify trends and find answers to questions before they become problems. You can request a report from any computer with a Client component and view the report in the Reports window or print it on an attached printer.

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Nortel Networks manual Attendant Console components, Server component, Client component, Reports component

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 Ability to handle growth Choice of Attendant typesReports Configuring Attendant Console To configure 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 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 To activate call notification Setting up other attendant featuresCall 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 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 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 Assigned Directory tabsFull Directory list employee and extension information Directory list columns Sorting information in the Directory list To sort information Other call processing functions Chapter Handling callsBasic call processing with Attendant Console 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 To transfer a caller to a frequently called number Using the Target list boxUsing the Contacts boxes 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 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 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 IntAct call To process a Hold callTo process an Assist 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 send a call to CallPilot Handling calls at an employee’s telephoneTo speak to a caller 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 To sort a column of information in the Directory Using the Directory listMaintaining employee information Finding an employee record To search by name To search for a person in a department Resetting the Full tab viewTo reset the Full tab view 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 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 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