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Nortel Networks P0936571 02 manual Attendant Console features, Client component, Reports component

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

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). The Directory can be searched from the Attendant window.

Attendant PCs can be either main, assistant, overflow or backup. For more information, refer to “Types of attendant setups” on page 17. 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.

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 PC with a Client component and view the report in the Reports window or print it on an attached printer.

Attendant Console features

There are many features and benefits associated with Attendant Console.

PC compatibility

Attendant Console combines telecommunications with personal computing to make the attendant’s job easier, faster and more efficient (see Table 1).

P0936571 02

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Nortel Networks P0936571 02 manual Attendant Console features, Client component, Reports component, PC compatibility

Contents

Business Communications Manager Attendant Console User Guide Copyright 2001 Nortel Networks Trademarks Contents Chapter Handling calls Glossary Index Contents P0936571 Indicates command names and options and text that Example Use the dinfo commandPreface Text conventions BootP Bootstrap Protocol Carrier sense multiple access/collision detectionEllipsis points Both Integrated Services Digital Network Media access controlMedia access unit Nonbroadcast multi-access Acronyms P0936571 Chapter Introduction to Attendant Console Components of the Attendant ConsoleServer component Attendant Console features Client componentReports component PC compatibility Graphical User Interface GUI Advanced software capabilities Attendant types Attendant Console’s advanced software capabilities Chapter Getting started Starting the Client componentMinimizing and maximizing the Attendant Console window Quitting the Client component Initializing and configuring the Client component Starting the Client component for the first time Types of attendant setups Full-time main attendant setup Part-time main attendant setup Backup attendant setup Overflow attendant setup Assistant attendant setup Setting up other attendant features Call notification Setting the Attendant Selected option Restoring the Attendant Console window Disabling Transfer options Chapter Using the Attendant Console window Components of the Attendant Console windowAttendant Console window components are shown in Figure Title bar Menu barToolbar Loop buttons Using the menu bar Status BarFile menu File menu contains Edit menu View menuEdit menu contains View menu contains Tools menu Transfer menuTools menu contains Transfer menu contains Caller menu Caller menu contains Target menu Attendant menuHelp menu Target menu contains Using keyboard shortcuts Access keysShortcut keys defined on the menus Help menu contains Using right-click capability Shortcuts initiated by pressing the Alt key and another key Using the toolbar Linking and Joining calls on Using Caller Information options Words and colors on Loop buttons Edit Caller Information dialog box To the caller’s name Using the call processing area Following buttons are in the call processing area Using the Directory options Search and edit functions in the Directory options Edit Employee Information dialog box Entered Directory list tab views Directory list employee and extension information Sorting information in the Directory list tabs Other columns in the Directory list are P0936571 Chapter Handling calls Answering calls as an attendant P0936571 Using the Contacts boxes Using the Directory tab views Using the Directory Find box Using the Department list box Transferring a call Parking, holding and screening calls Parking calls and paging employees Attendant Console User Guide Placing and retrieving calls on hold Contacting employees using Voice Call Screening calls Linking and Joining calls Joining a call on holdCreating a conference call Handling a callback call Responding to a callback that an extension did not answerResponding to a callback that a called party returned Making a call from the attendant’s extension Handling calls at an employee’s telephone P0936571 Attendant transfers the call to the Assistant extension P0936571 Chapter Maintaining caller and employee information Maintaining caller informationCreating a new caller record P0936571 Finding and editing caller information Maintaining employee information Using the Directory list Finding an employee record Resetting the Full tab view Using the Make Caller button Editing employee informationCreating a new name for an extension Adding notes to employee records Attendant Console User Guide P0936571 Chapter Generating reports Report typesCalls by Customers report Calls to Employees report Using the Reports window Extension Directory reportDatabase box Information list box Period list box Employees and Customers options Creating and viewing reports Customer and Employee Selection dialog box Setting the report period Loading the databaseSelecting a report type P0936571 Clearing a date Selecting employees and customers for the reportCreate Report button Viewing the report Printing a report Attendant Console User Guide P0936571 Glossary Do not disturbTelephone system that Attendant Console works with Local area network Voice mail or voice message mailbox Glossary P0936571 Index Numbers P0936571 LAN P0936571