59
Chapter 5
Maintaining caller and employee information
Attendant Console manages both caller and employee information.
Maintaining caller information
When a caller contacts your company, information about the caller from the Attendant Console database appears in the Caller Information list box of the Attendant window. Either the caller is already in the database, or other employees of the callers company may be in the database.
Alternatively, the caller and the company may be new.
Creating a new caller record
New caller records are created in the following ways:
•automatically, during an active call, the first time Caller ID information is received by the Client component. You can customize the new caller record during the active call or later.
•when you create a new caller record from an existing one
•when you create a new blank caller record
Note: The caller record is not saved if you click the Release button without processing the call.
When a call comes in, Attendant Console checks the Caller ID from the telephone company to see if the number has previously called. If there is a record that the number has called before, information from the caller database appears in the Caller Information list box on the Attendant Console window. The Name list box displays the names of callers on record that are associated with the incoming Caller ID. There can be several callers from the same telephone number calling if they are employees at the same company. For more information, refer to “The Edit Caller Information dialog box” on pag e34.
If you select the name of the caller from the list, the Caller Information list box displays information about the caller.
To create a new caller record from an active call:
1Click the Ringing Loop button to answer the incoming call.
Information in the database about the caller appears in the Caller Information list box on the Attendant Console window.
