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

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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