Handling a callback call | Nortel Networks P0936571 02 specs

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4When the conference call is finished, click the Release button to disconnect from the call.

Note: To disable the Link Transfer button, on the Tools menu click

Options. The Options dialog box appears. Select Disable Link Transfer

Option.

Handling a callback call

There are two types of calls that return to Attendant Console:

•an unanswered transfer call

•a call that the called person returns to you for attendant handling

Responding to a callback that an extension did not answer

A callback can be a call that is sent to an extension, or a call that is not answered and returns to you.

The callback is indicated by:

The Callback button displays the name and extension from which the call is returned and other call related information. This lets you personalize how you handle the call.

To respond to a Callback call:

1Click the Callback button.

The Caller Information list box shows the information originally displayed so that you can process the call accordingly, such as transfer to Business Communications Manager Voice Messaging, park the call, page the called person, and so on.

Responding to a callback that a called party returned

A call that the called person decides not take can be handled by you according to instructions that you or your company establish. This type of call is similar to a Callback to the attendant. The called person can press a telephone display button to give one of the following pre-set prompts:

•Hold. You ask the caller to hold for a moment.

•Assist. You send the call to the called party’s assistant.

Attendant Console User Guide

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Nortel Networks P0936571 02 manual Handling a callback call, Responding to a callback that an extension did not answer

Contents

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