Nortel Networks P0936571 02 instruction

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•send a call back to the attendant to ask the caller if they wish to interrupt the current call

•send a call back to the attendant who then routes it to an assistant attendant

Note: Press the Next display button to see more than the first two options that appear.

To talk to a caller:

1Press the Talk display button to automatically connect with the call, or pick up the handset. If the telephone is in use, press the Talk display button to put the first call on hold and connect the new caller.

To send a call to the attendant who then asks the caller to hold:

1Press the Hold display button.

This delivers a pre-set message to the attendant. The attendant asks the caller to hold for the called person and camps the call to the called person’s extension.

2The called person sees the call camped on their telephone and handles the call.

To send a call to Business Communications Manager Voice Messaging:

1Press the VM (Voice Messaging) display button on the telephone. The call transfers to the called person’s voice message mailbox.

To join a call with the current call:

1Press the Join display button to conference the caller in with your current call.

The called person can see the caller’s name or Caller ID name in the display of the telephone and decide whether to include the caller in the current call.

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

1Press the IntAct display button.

This delivers a pre-set message to the attendant who asks the caller if they want to interrupt the employee.

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

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

To send a call back to the attendant who then routes it to an assistant attendant:

1Press 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 requests that they are transferred to an Assistant extension.

P0936571 02

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Nortel Networks P0936571 02 manual

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 Server component Chapter Introduction to Attendant ConsoleComponents of the Attendant Console 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 Attendant Console window components are shown in Figure Chapter Using the Attendant Console windowComponents of the Attendant Console window 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 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 Using the Directory list Finding an employee record 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 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 Selecting a report type Setting the report periodLoading the database P0936571 Create Report button Clearing a dateSelecting employees and customers for the report Viewing the report Printing a 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 Index Numbers P0936571 LAN P0936571