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Nortel Networks P0936571 02 manual Part-time main attendant setup, Backup attendant setup

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To set or change the attendant’s extension number:

1On the Tools menu click Options.

The Options dialog box appears with the Options tab open.

2In the Attendant option, in the My Extension box, type the extension number of the attendant’s telephone.

3Click the OK button.

Part-time main attendant setup

The part-time main attendant can answer incoming calls and performs tasks on the PC such as word processing.

The difference between the full-time main attendant setup and the part-time main attendant setup is that the part-time setup has additional attendant options selected that allow notification of incoming calls when the attendant component is minimized. Refer to “Full-time main attendant setup” on page17 and “Setting up other attendant features” on pag e20.

Backup attendant setup

A backup attendant is an attendant position that receives calls that are redirected from another attendant position. The backup attendant can at the same time operate as a main attendant, assistant attendant, or any combination of the attendant types.

You must set up Each Attendant PC that is set up to receive incoming calls to redirect the calls to the backup Attendant PC.

Note: The system can redirect calls to another Attendant Console attendant or any extension number in the company.

If the attendant needs to leave their position, they can activate the backup attendant position by clicking the Out button on the Attendant window. The Out button diverts calls to the backup attendant. After they click the Out button, the attendant can complete the calls currently in progress on the Attendant window. New calls appear on the absent main attendant’s PC and the backup attendant’s PC. Although the main attendant is out, the Client component can still process calls, if required.

To set up the backup attendant:

1On the Tools menu click Options.

The Options dialog box appears with the Options tab open.

2In the Redirect calls to option in the Extension box, type the backup attendant’s extension number.

P0936571 02

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Nortel Networks P0936571 02 manual Part-time main attendant setup, Backup attendant setup

Contents

Business Communications Manager Attendant Console User Guide Copyright 2001 Nortel Networks Trademarks Contents Chapter Handling calls Glossary Index Contents P0936571 Preface Indicates command names and options and text thatExample Use the dinfo command Text conventions Ellipsis points BootP Bootstrap ProtocolCarrier sense multiple access/collision detection Both Media access unit Integrated Services Digital NetworkMedia access control Nonbroadcast multi-access Acronyms P0936571 Chapter Introduction to Attendant Console Components of the Attendant ConsoleServer component Reports component Attendant Console featuresClient component PC compatibility Graphical User Interface GUI Advanced software capabilities Attendant types Attendant Console’s advanced software capabilities Minimizing and maximizing the Attendant Console window Chapter Getting startedStarting the Client component 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 Toolbar Title barMenu bar Loop buttons File menu Using the menu barStatus Bar File menu contains Edit menu contains Edit menuView menu View menu contains Tools menu contains Tools menuTransfer menu Transfer menu contains Caller menu Caller menu contains Help menu Target menuAttendant menu Target menu contains Shortcut keys defined on the menus Using keyboard shortcutsAccess keys 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 Calls by Customers report Chapter Generating reportsReport types Calls to Employees report Database box Using the Reports windowExtension Directory report 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