4Contents

Edit menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 View menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 Tools menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 Transfer menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 Caller menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .28. Target menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .29. Attendant menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 Help menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Using keyboard shortcuts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Using right-click capability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Using the toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .32. Using Caller Information options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Using the call processing area . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 Using the Directory options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Search and edit functions in the Directory options . . . . . . . . . . . . . . . . . . . . .37 Directory list . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .40.

Chapter 4

 

Handling calls

43

Answering calls as an attendant

43

Finding the called person’s extension and placing it in the Target list box

45

Using the Contacts boxes

45.

Using the Directory tab views

46.

Using the Directory Find box

46.

Using the Department list box

47

Transferring a call

47

Parking, holding and screening calls

48

Parking calls and paging employees

48

Placing and retrieving calls on hold

50

Screening calls

51

Contacting employees usingVoice Call

51

Linking and Joining calls

52

Joining a call on hold

52

Creating a conference call

52

Handling a callback call

53

Responding to a callback that an extension did not answer

53

Responding to a callback that a called party returned

53

Making a call from the attendant’s extension

54

Handling calls at an employee’s telephone

55

P0936571 02

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Nortel Networks P0936571 02 manual Chapter Handling calls