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Nortel Networks P0887496 01 manual Attendant transfers the call to the Assistant extension

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Handling calls 55

By looking at the caller’s name or Caller ID name in the display area of the Norstar telephone, the called person decides to join the caller with the current call.

To send the call to the attendant who asks the caller if they want to interrupt:

1.Press the IntAct display button. This delivers a pre-set message to the attendant who asks the caller if they want to interrupt the employee.

2.If yes, the attendant transfers the call back to the employee.

3.The calling party name appears in the Norstar telephone display area of the called person’s telephone for approximately 20 seconds. To pick up the call that the attendant transfers back, press the Talk display button.

To send the caller to an Assistant extension:

1.Press the Assist display button. This delivers a pre-set message to the attendant. The attendant tells the caller that the called person is temporarily unable to take calls and has requested that they be routed to an Assistant extension.

2.The attendant refers to the Assistant extension box in the Edit Employee Information dialog box and enters the Assistant extension number in the Target box.

3.The attendant transfers the call to the Assistant extension.

P0887496 01

Norstar PC Console 1.1 User Guide

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Nortel Networks P0887496 01 manual Attendant transfers the call to the Assistant extension

Contents

Norstar PC Console User Guide Page Table of contents Chapter Maintaining caller and employee information Chapter Handling callsChapter Generating reports IiiGlossary Index Norstar PC Console 1.1 User Guide About this guide Conventions Using the keyboard to navigate around Norstar PC ConsoleNaming of window components Shortcut keys defined on the menus Processing a call with right-click mouse capabilityReferences Installation GuideAttendant program Server programReports program Norstar PC Console featuresEasy to use, time saving Graphical User Interface GUI Advanced software capabilitiesAttractiveness of PC compatibility Attendant typesUnderstanding Norstar PC Console Starting the Server program Getting startedStarting the Attendant program Shutting down the Server programClick Close on the Tip of the Day window Shutting down the Attendant program Minimizing and maximizing the Attendant main windowChecking that the Server and Attendant programs are running Starting the Attendant program for the first time Initializing and configuring the Attendant programFull-time main attendant setup Types of attendant setupsBackup attendant setup Part-time main attendant setupOverflow attendant setup Assistant attendant setup Setting up other attendant features Save the Attendant program options Notifying the attendant of incoming callsSetting Transfer options for voice mail and linking Setting the Attendant Selected optionGetting started Caller Information group box Components of the Attendant main windowDirectory group box Menu bar Title barToolbar Loop buttonsStatus Bar Directory group boxFile menu Using the menu barEdit menu Exit Closes the Attendant programTools menu View menuOptions… Transfer menuAssigned tab Selected tabTransfer to VMail Caller menuPark Target menu Attendant menu Using the toolbarHelp menu Norstar PC Console 1.1 User Guide View menu Words and colors on Loop buttonsUsing the Caller Information group box Edit Caller Information dialog box Using the call processing area Using the Directory group box Search and edit functions in the Directory group box Edit Employee Information dialog box Directory list tab views Directory listSynchronization icon FullSelected AssignedDirectory list employee and extension information Person status iconExt NameDepartment Employee Information dialog box. Refer to MaintainingAnswering calls as an attendant Handling callsNorstar PC Console 1.1 User Guide Using the Contacts group box Using the Directory Find box Using the Directory tab viewsClick the Full, BLF, Assigned or Selected tab Click TransferTransferring a call Using the Department boxEmployee Information dialog box ICS Parking calls and paging employees Parking, holding and screening callsOn the Caller menu, click View Parked Calls Placing and retrieving calls on holdClick Retrieve Screening calls Linking and Joining calls Contacting employees using Voice CallResponding to a callback that an extension did not answer Handling a callback callResponding to a callback that a called party returned Making a call from the attendant’s extension Managing calls at the employee’s telephone Attendant transfers the call to the Assistant extension Handling calls Creating a new caller record Maintaining caller informationNorstar PC Console 1.1 User Guide P0887496 Finding and editing caller information Working with the Directory list Maintaining employee informationFinding an employee record P0887496 Editing employee information Resetting the Full tab viewCreating a new name for an extension Click Close to close the Edit Employee Information windowAdding notes to employee records Using the Make Caller buttonP0887496 Maintaining caller and employee information Calls by Customers report Report typesExtension Directory report Calls to Employees reportDatabase group box Working with the Reports windowInformation group box Period group box All and Select option buttons Employees and customers group boxesList box Customer/EmployeeCreating and viewing reports Using the Current Database boxSelecting the database Customers and Employees Selection dialog boxConsoleServerDB Selecting a report typeSetting the report period Clearing a date Selecting employees and customers for the reportTo select the Employees or Customers Viewing the report you generated Create Report buttonPrinting a report Generating reports Caller ID Assistant attendantCTA Computer Telephony Adapter Destination extensionICS Norstar Integrated Communications System External callInternal call HookflashShared system Server programStand-alone model Target extensionGlossary Index Norstar PC Console 1.1 User Guide P0887496 Norstar PC Console 1.1 User Guide P0887496