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Nortel Networks Attendant Console manual Index, Numerics

Models: Attendant Console

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Index

Numerics

1st Contact, 27 2nd Contact, 27 3rd Contact, 27

A

About Attendant Console 29 Active Call 33

Adding notes to employee records 76

All extensions 18

All extensions box 21

Answer next 28

Answering calls as an attendant 46

Assigned extension rings 19

Assigned tab

Directory list 18

Assigned tab view 42

Assistant attendant 17, 91

Assistant Extension box 39

Attendant assistant 17 backup 9, 14 features 19

In and Out buttons 29 overflow 9, 16

Attendant Console

Attendant button 20

Introduction 7

Attendant Console Help 29 Attendant Console window 11, 23 Attendant Extension 11 Attendant Monitor 26 Attendant setups, types 12 Attendant, main full-time 12 Attendant, part-time main 13

B

Backup attendant 9, 14

BLF tab view 71

Blue Loop button 33

C

Calendar button 83

Call 28

joining calls 60 making a call 64 screening 58 transferring 52

Call Forwarded 43

Call Notification dialog box 19

Call overflow occurs 16

Call processing area Call button 38 Camp On button 38 Link Transfer button 38 Page button 37 Screen button 37 Transfer button 37 using 38 VMTransfer button 38

Callback 33

Caller information finding and editing 70

Caller Information options

Edit button 34

Hold button 34

Park/Page button 34

Release button 34

Caller menu 28

Caller record creating new 67 deleting 70

Caller Type 35

Calls by customers report 79

Calls to employees report 79

City box	39
Client component
restoring Attendant Console window				20
starting 11
Transfer options			22
Close button		40
Company box		35
ConsoleServiceDB			85
Contacting employees using Voice Call				59
Contacts boxes 36, 48
using	48

Creating a new caller record 67

Attendant Console User Guide

Image 93

Nortel Networks Attendant Console manual Index, Numerics

Contents

Business Communications Manager Attendant Console User Guide Trademarks Copyright 2002 Nortel Networks Contents Chapter Handling calls Glossary Index Contents P0936572 About Attendant Console Chapter Introduction to Attendant Console Server component Attendant Console componentsClient component Reports component Computer compatibility Attendant Console featuresGraphical User Interface GUI Advanced software capabilities Choice of Attendant types ReportsAbility to handle growth To configure Attendant Console Configuring Attendant ConsoleChapter Getting started Starting Attendant Console Types of attendant setups Full-time main attendantTo set or change the attendant’s extension number Part-time main attendant To set up the backup attendant Backup attendant Getting started To set the overflow extension Overflow attendant Assistant attendant Setting up an assistant attendant To view an assistant attendant’s assigned extensions Setting up other attendant features Call notificationTo activate call notification Restoring the Attendant Console window To set the Attendant Console window to restore automatically To display extensions Setting the Attendant Selected option Disabling Transfer options To disable the Transfer Options Components of the Attendant Console window Chapter Using the Attendant Console window Attendant Console menus Status barFile menu Exit View menu Edit menu Attendant Tools menuMonitor Log to File Transfer menu Target menu Caller menu Help menu Attendant 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 Name Using Caller Information optionsCaller Type Company Edit Caller Information dialog box To access the Edit Caller Information dialog boxPhone City, State/Province, Caller ID Number Caller ID NameRecord 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 columns Directory list employee and extension information To sort information Sorting information in the Directory list Chapter Handling calls Basic call processing with Attendant ConsoleOther call processing functions To show or hide inactive Loop buttons Answering calls as an attendantTo answer an incoming call 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 To search by extension or name Using the Directory tabs Using the Directory Find box To search by department Using the Department list box To transfer using the Target list box To transfer using the Contacts boxTo transfer using the Directory list 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 put an incoming call on hold Placing and retrieving calls on holdTo place a call on Hold at an active extension To retrieve a call on Hold To screen and transfer a call Screening calls Contacting employees using Voice Call Linking and Joining calls To create a conference call to an outside number Creating a conference call Responding to a callback that an extension did not answer Handling a callback callTo respond to a Callback call Responding to a Callback that an employee returns To process a Hold call To process an Assist callTo process an IntAct call To place a call to an extension or outside number Making a call from your extensionTo transfer a call to an extension 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 Maintaining caller information Chapter Maintaining caller and employee 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 from a Caller ID To create a new caller record when there are no active calls To find caller information Finding and editing caller informationTo edit a caller’s record To delete a caller record Using the Directory list Maintaining employee informationTo sort a column of information in the Directory To search by name Finding an employee record Resetting the Full tab view To reset the Full tab viewTo search for a person in a department To add or change an extension Editing employee informationTo change the person status of an extension To create a new name for an extension To assign the name of an employee to a caller record Using the Make Caller button 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 To open the Reports window About the Reports window Database box Components of the Reports window Information list box contains the report type information Information list box Period list box Customer and Employee Selection dialog box Employees and Customers optionsList box Customer and Employee Loading the database Creating and viewing reportsSelecting a report type To load the database To set the report period Setting the report periodTo select a report of one week To select a report of one month To clear a date To select employees or customers Selecting employees and customers for the report Viewing the report Creating the reportTo create a report To change the displayed page from the keyboard To print a report Printing a report Glossary Internal call Hunt GroupMain attendant Networked model Numerics Index P0936572 Person status icon P0936572