Home

Nortel Networks P0936571 02 Telephone User Manual

1. 2 Ask the person being called if they can take the call If the answer is yes click the Transfer Now button and the call transfers If the answer is no follow steps 3 to 5 O Click the Cancel button R Click the Loop button on which the call is being held to reconnect with the caller 5 Process the call accordingly Contacting employees using Voice Call You can use this feature as an intercom to talk directly through the speaker of the employee s telephone Attendant Console User Guide 52 To use the Voice Call button 1 In the Target list box type or enter the extension of the employee 2 Onthe toolbar click ta 3 Speak to the employee through the speaker in their telephone Linking and Joining calls Using Attendant Console you can create conference calls linking or joining calls Use the DTMF button to transfer or link calls on Centrex lines To use the DTMF button with an active incoming call on a Loop button 1 On the toolbar click cz The active incoming call is placed on hold In the Target list box type an outside telephone number On the toolbar click FF The number in the Target list box is dialed out with DTMF tones on the same CO line on which the active incoming call arrived Click the Release button and the incoming call transfers to the outside telephone number using the telephone company s Centrex capability The Attendant disconnects from the call and the
2. Using Caller Information options Caller Information options are in the top center of the Attendant Console window When you answer a call the Caller Information options show information about the caller Attendant Console User Guide 34 Caller Information Contacts Name ohn Doe z Jane Smith Caller Type Customer X Fred Jones Company Company A Bob Clark Note REESE Hold Release Park Page Caller Information options include e Name Caller Type list boxes Unclassified Personal Employee Vendor or Customer Company and Note boxes e Contacts boxes that display the three numbers the caller most frequently calls in your company The following buttons appear in the Caller Information options opens the Edit Caller Information dialog box Refer to Edt Maintaining caller information on page 59 places the active call on Hold Hold disconnects the active call Release places the active call in park and opens the Page dialog box so Park Page Raz can page the person whose extension is in the Target Refer to Parking calls and paging employees on page 48 EEEE The Edit Caller Information dialog box Use the Edit Caller Information dialog box to change or add information about callers To access the Edit Caller Information dialog box P0936571 02 35 1 Below the Caller Information options click the Edit but
3. To save employee edit changes P0936571 02 67 1 On the Edit Employee Information dialog box click the Save button The changes made to the boxes in the Edit Employee Information dialog box for the employee highlighted in the Directory list are saved to the database After you click the Save button the Edit Employee Information dialog box remains open To close the Edit Employee Information dialog box without saving changes 1 Click the Close button The Edit Employee Information dialog box closes Note If you click the Close button without clicking the Save button the Edit Employee Information dialog box closes without saving the changes Attendant Console User Guide 68 P0936571 02 69 Chapter 6 Generating reports Attendant Console collects information about incoming calls and tracks how calls are processed Use the information from the Reports component to help spot trends and prevent problems You can use the caller related information in Reports to e increase sales opportunities e improve productivity e reduce expenses e streamline operations For example the Calls by Customer report shows how callers from your company s top customers are handled It shows if calls are handled by employees or are routed to Business Communications Manager Voice Messaging Report types There are three report types e Calls by Customers e Calls to Employees e Extension Directory
4. Attendant Console window 23 Attendant Extension 16 Attendant Monitor 27 Attendant Out 29 Attendant setups types 17 Attendant main full time 17 Attendant part time main 18 Backup attendant 14 18 BLF tab vie w63 Blue Loop button 33 Business Communications Manager Attendant Console Attendant button 21 Introduction 11 Business Communications Manager Attendant Console Help 30 Business Communications Manager Attendant Console window 16 C Calendar button 71 Call 29 joining calls 52 making a cal 155 screening 51 transferring 47 Call Forwarded 41 Call Notification dialog box 20 Call overflow occurs 19 Call processing area 24 Call button 37 Camp On button 37 Link Transfer button 37 Page button 37 Screen button 37 Transfer button 36 using 36 VMTransfer button 37 Callback 33 Caller Information 26 Caller information finding and editing 61 Caller Information option s24 Edit button 34 Hold button 34 Park Page button 34 Release button 34 Caller menu 28 Caller record creating ne w59 deleting 62 Caller Type 35 Calls by customers report 69 Calls to employees report 69 City box 39 Client component restoring Attendant Console window 21 starting 15 starting for the first tim e16 Transfer options 22 Attendant Console User Guide 84 Index Close button 39 Company box 35 ConsoleServiceDB 73 Contacting employees using Voice Call 51 Contacts boxes 35 45 using 45 conventions text 7 Copy 26 Creati
5. Each Directory list tab view shows the following employee and extension information Note The first two columns are not labeled and contain only icons not text icon person status This is the leftmost column in the Directory list views and does not have a column heading It can contain an icon or be blank The person status icon shows the location of the employee Refer to Search and edit functions in the Directory options on page 37 P0936571 02 41 telephone status This is the second column from the left in the Directory list views and does not icon have a column heading The telephone icons show the current status of the telephones connected to the Business Communications Manager base unit They also show additional information such as whether the extension is ready to receive calls or is on Do Not Disturb DND The telephone icons are Available for Do Not Disturb Call Forwarded calls On hook z 3 la B eal Off hook Note A Hunt Group is a group of telephones that can be called by a single number Hunt Groups are configured in your Business Communications Manager base unit The telephone status icon for a Hunt Group extension is blue and always indicates on hook The other columns in the Directory list are Name the first labeled column on the left containing the names of employees Ext contains telephone extensio
6. Return to Menu Part No P0936571 02 Business Communications Manager Attendant Console User Guide RTEL NETWORKS 2 Copyright 2001 Nortel Networks AII rights reserved The information in this document is subject to change without notice The statements configurations technical data and recommendations in this document are believed to be accurate and reliable but are presented without express or implied warranty Users must take full responsibility for their applications of any products specified in this document The information in this document is proprietary to Nortel Networks NA Inc Trademarks NORTEL NETWORKS is a trademark of Nortel Networks Microsoft MS MS DOS Windows and Windows NT are registered trademarks of Microsoft Corporation AII other trademarks and registered trademarks are the property of their respective owners P0936571 02 Contents PIECE o wskad wds su bbe che ww ction ada ao uatan eaa a 7 Text conventions ada iw ak cad SU ZA kak a Ak ad COO Ae eas T AWA A FLTT a EEEE TTE E TEE TT 8 Chapter 1 Introduction to Attendant Console 0000 cee eee ees 11 Components of the Attendant Console 00 cece eee eee eee 11 Sewer COMPONENT ccd ieag cexdarcece dered eure eed TERENA A EAA 11 GIERCE MEONE I c6s224e 2ee ceded at idetdeetehudecadsaeedagat 12 Repons COMPONEM ccca de swoi w iGO Ca eRe OE Mar aa 12 Attendant Console features u aaaaaaaaaaaaaaaaa aa
7. Vendor or Customer In the Company box type the caller s company s name Click the Save button to save the information If you click the Close button without saving the message Do you want to save the current record appears Click the Yes button to save the record After you enter caller information process the call by transferring the call to the called party Refer to Transferring a call on pag e47 placing the call on hold Refer to Parking holding and screening calls on page 48 transferring the call to Business Communications Manager Voice Messaging Refer to Transferring a call on pag e47 parking the call and paging the called party Refer to Parking calls and paging employees on page 48 To create a new name caller record from an existing caller record On the Attendant Console window in the Caller Information options click the Edit button The Edit Caller Information dialog box appears P0936571 02 61 Click the New Caller button This clears only the Name box in the Edit Caller Information dialog box The other boxes do not change In the Name list box type the new caller s name Click the Save button when you are done to save the record To create a new caller record when there are no active calls On the Attendant Console window in the Caller Information options click the Edit button The Edit Caller Information dialog box appears Click the New Caller butt
8. Shortcuts initiated by pressing the Alt key and another key You can access Call handling functions directly from the Attendant window by pressing the Alt key and the underlined keys in the commands You must press the Alt key while you press other key For example to place an active call on Hold press the Alt key and press H Using right click capability Right click capability lets you process calls faster by minimizing mouse movement You can use right click capability to originate a call transfer a call screened transfer transfer a call to voice message mailbox link transfer park a call and page an employee camp a call on an extension To use right click capability 1 Click a name or extension in the Directory list and right click see Figure 3 A list of call processing commands appears 2 Click one of the call processing commands Attendant Console User Guide 32 Figure 3 Right click capability Directory Status Make Caller Find Show All Note Department Edit Full BLF Assigned Selected Name Ext Notes Department a Marketing la Davis Kenr Call Research T Duncan H Transfer Development T Dupuis Clai Screen Transfer Administration T Villegas Ale VM Transfer Sales T Carera m Link Transfer Accounting Gibson Ber Park Page Accounting Camp On el HA Using the toolbar The toolbar contains several buttons that pr
9. The boxes From fi2n 797 change to reflect the dates in the Month Week and Calendar buttons The From date must be earlier than the To date opens the Calendar dialog boxes that you use to set the From and To report period dates The Calendar dialog box resembles the Calendar dialog boxes in other Windows based programs The Calendar buttons are available if you select a valid database and you select a report type that requires you to define a report period Calendar xi Date a r ul pe 4 z a kz Cancel IWRZEKINZA ape teh TAY AH st gh aI AE aR ay aly 0 la ZOZ 2202 K2420 ZOWZYSZEWZINZUWAI Employees and Customers options Use these options to define the customers or employees who will be the subject of the report The Employees and Customers options contain generates a report that includes data for members of the selected fe All category Employees or Customers Attendant Console User Guide 72 Select generates a report that includes data for the members in the list box If you click the Select option the button under the selection list box either Customer or Employee is available so you can make your selection list box displays information if you select a subset of the customers and employees in your database If you select All the list box is blank If the list is long enough you can scroll to view its contents You
10. The full time main attendant setup is intended for a telephone operator that has the Attendant window always visible on their PC There can be more than one full time attendant Every Client component must have the Server ID and Attendant extension options set for the Client component to function The Server ID indicates to the Client component where the Server component is located The Attendant extension setting indicates to the Client component which telephone belongs to the attendant The Client component displays the incoming calls to the attendant s telephone as a yellow Ringing Loop button on the Attendant window If the attendant s telephone is programmed to receive all the incoming calls for the company that is as a main attendant Attendant Console displays the calls Before the attendant can receive and make calls you must set the attendant s extension number through the Client component The extension must be a valid extension on the Business Communications Manager system and must be the telephone at the attendant s desk Attendant Console User Guide 18 To set or change the attendant s extension number 1 On the Tools menu click Options The Options dialog box appears with the Options tab open 2 Inthe Attendant option in the My Extension box type the extension number of the attendant s telephone 3 Click the OK button Part time main attendant setup The part time main attendant can answer incoming calls an
11. call The readily available online Help ensures that Attendant Console is easy to learn and use Because performing normal attendant functions is faster with a GUI you can do other tasks while you use Attendant Console Advanced software capabilities Table 2lists some of Attendant Console s advanced software capabilities Attendant Console User Guide 14 Table 2 Attendant Console s advanced software capabilities Visual call announcing and When a telephone is busy with a call an attendant can send control caller information to the telephone s two line display area The person called can use display buttons to control the call This prevents important calls from being lost Backup attendant Incoming calls can be quickly and easily transferred to a backup attendant at a different location than the main attendant This means that a backup attendant does not have to leave their desk to cover for the main attendant Overflow attendant Overflow calls are transferred to an overflow attendant Consequently calls are not lost during busy periods Reports You can generate reports that contain information such as the number of incoming calls and who answers the calls This information shows the calling trends in the business and the performance of the telephone system Ability to handle growth A one time purchase of Attendant Console is often all that is needed If you want to add more attendant positions as t
12. 2 Advise the caller according to the message that appears To process a Hold call 1 Advise the caller that the employee requests that they hold In the Target list box enter the employee s extension Click the Camp On button The call is camped to the called employee s extension To process an Assist call 1 Tell the caller that the employee is temporarily unable to take calls and requests that calls are routed to the Assistant extension 2 Click the Edit menu and then click Employee Information The Employee Information dialog box appears and the assistant s number appears in the Assistant Extension box Click the Close button to return to the Attendant window In the Target list box enter the assistant s extension number Transfer the call to the assistant s extension number To process an IntAct call 1 Tell the caller that the employee is on another call but can be interrupted 2 Ifthe caller agrees enter the employee s extension in the Target list box 3 Transfer the call back to the extension Making a call from the attendant s extension As the attendant you can call any extension in the company and any outside number The telephone number you type in the Target list box ignores special characters such as hyphens parentheses blank spaces and commas However to reach special services such as Interactive Voice Response systems IVR you can type special characters P and W in the Target list box an
13. 24 MR BAF sexi ks ce eon a ee akira Se aa ee W yo 25 Using he menu BA aan Pewee eee SERA d cee bw eee ee eee ea we 25 FIEEMENU sz4 chy GER l a eee a eh Ry eS 25 Attendant Console User Guide 4 Contents EJI MENU ocaccceee eevee ce ene eee PELE AGE Tee RAGE Y RAK CBRE Te RY 26 VONNE ssak eid bt eee GG KEG KEG A 26 B G sarr stss eed aeeehiagetseeeaged PEKKA FARA WAG AKA 27 TE SE GNU 6 26566 22h eRe REE Ga REE Adda EERE w REE LEA 27 RL OR ce ech ects shat ara eed Bs ett eo es elt A 28 VARS INGHY cbr eRe ECE PERCE GE GEE ECE GE OE r e 29 Atondant MENI 1c 2cce vee de dete Pere dese bede dened Gah er dew saons 29 PERMIE ossad OZ RE i See OK ery tee ae 29 Using keyboard shortcuts aaauaaaaaaaaaaa aaa eee 30 Using NEnEGICK DEDO ass 540 AA 3 riirii rire iP eh EERE ES 31 ME ACAR A sii Hheberhbebnbtearetebeeeeeeeeeeeeereeeews 32 Using Caller Information options uaaaaaaaaaaaaaa aaa anawa aaa iii 33 Using the call processing area c 5ccehi es easdedenea deed eed eeneenns 36 Using the Directory ODNONE sist seen s keod eee aE Eade RAE Eee RAR DORE AWAKE 37 Search and edit functions in the Directory options 141111 37 BJ ele IEE gs sy ot abc an fh ap Sl Sn tof ib 40 Chapter 4 Handing CAlSiss cescs arses GG EG Gai GARY WGA GTW EWKA R 43 Answering calls as an attendant uauaaaaaaaaa aaa aaa aaa ee 43 Finding the called person s extension and placing it in the Target list box 45 Using the Con
14. Attendant Console window 1 On the Tools menu click Options The Options dialog box appears with the Options tab open Click the Selected tab To add an extension click the extension you want in the All extensions list and click gt gt to copy it to the Selected extensions list Attendant Console User Guide 22 To remove an extension from the Selected extensions list click the extension number in the Selected extensions list and click lt lt 4 Click the OK button Disabling Transfer options If your Business Communications Manager base unit is not connected to a Centrex switch or is not connected to Business Communications Manager Voice Messaging you can disable the Link Transfer or VM Transfer buttons on the Attendant Console window To disable the Transfer Options 1 On the Tools menu click Options The Options dialog box appears with the Options tab open The Transfer Options are in the bottom right of the dialog box 2 Select the Disable VM Transfer check box to disable the VM Transfer button or select the Disable Link Transfer check box to disable the Link Transfer button If they are disabled the buttons appear dimmed on the Attendant Console window You can re enable the buttons by clearing the check mark from the appropriate check box P0936571 02 23 Chapter 3 Using the Attendant Console window This section explains how to use the components of the Attendant Console window Components o
15. Full Selected or Assigned Information in the BLF tab view appears in the same order you select for Full view 2 Click the column heading you want to sort either Name Ext Notes or Department Finding an employee record You can search for an employee by name by department or by an individual within a department You can search by an employees name two different ways e onthe Edit Employee Information dialog box click the Edit button and then click the Find button e onthe Attendant Console window in the Directory list box click the Find button To search by name 1 Inthe Attendant Console window in the Directory options click the Edit button The Edit Employee Information dialog box appears For more information refer to The Edit Employee Information dialog box on page 38 2 Click the Find button The Find dialog box appears Attendant Console User Guide 64 3 In the Name box type the first letter or letters of the employee s last name If the employee s first name is used instead of their last name type the first letter or letters of the employee s first name Click the OK button or press the Enter key The Find dialog box closes Any matching names appear in the Name box of the Edit Employee Information dialog box To search by name on any Directory list box on the Attendant window 1 In the Find box on the Attendant Console window type the first letter s of the person s last or first nam
16. attendant 1 On the Tools menu click Options The Options dialog box appears with the Options tab open 2 Inthe Redirect calls to option in the Extension box type the backup attendant s extension number P0936571 02 19 3 Click the OK button The main attendant can redirect their calls to the backup attendant by clicking the Out button The main attendant can click the In button to resume receiving calls at their PC Overflow attendant setup An overflow attendant receives calls that are redirected from another attendant position where there are more incoming calls than Loop buttons For example if a main attendant is already handling six incoming calls the next call is redirected to the overflow attendant until one of the main attendant s six Loop buttons is available The overflow attendant can also operate as a main attendant an assistant attendant or any combination of the attendant types After you set up an Attendant PC as the overflow each Attendant PC that is set up to receive incoming calls must be set up to redirect calls to the overflow Attendant PC whenever overflow conditions exist You must activate the overflow feature at each Attendant PC Note The system can redirect calls to another Attendant Console attendant or any extension number If all the Loop buttons are in use the Loop overflow icon appears in the Attendant Status Bar and the overflow call goes to the specified extension For more
17. cannot edit the list box by typing in it Use the buttons under the list box to change the contents of the list options Customer and Employee accesses directories The Employee and Customer options are active if you choose the Select option Click these options to display either the Employee or Customer Record Selection dialog box from which you can make your selection Note These options are available only if you select a valid database a report period and a report type that uses the category Employees or Customers Customer and Employee Selection dialog box From the Customer and Employee Selection dialog boxes you can choose the Employees or Customers to include in a report Employee Record Selection x The program records the items you selected from this dialog box the last time you created a report When the dialog box opens the items you selected the last time are highlighted Creating and viewing reports Use the Reports component to generate reports for analyzing telephone use in your company This section describes the steps required to generate reports e select a database e select a report type e select a report period P0936571 02 73 e select employees and customers e create and preview the report e print the report Loading the database Attendant Console stores information in a database about your company s telephone use This database is used to generate
18. click the Dial Paste button Transfer Paste transfers a call to the number in the Clipboard Caller Information opens the Edit Caller Information dialog box The Edit button in the Caller Information list performs the same function Refer to The Edit Caller Information dialog box on page 34 and Maintaining caller information on page 59 Employee Information opens the Edit Employee Information dialog box The Edit button in the Directory list performs the same function Refer to The Edit Employee Information dialog box on page 38 and Maintaining employee information on page 62 View menu View v Toolbar v Status Bar Hide Loop Buttons The View menu contains Toolbar shows or hides the toolbar Status Bar shows or hides the Status Bar Hide Loop Buttons shows or hides the inactive Loop buttons When selected only the active Loop buttons appear on the Attendant window P0936571 02 27 Tools menu Tools Reports Attendant Monitor Log to File Options The Tools menu contains Reports starts the Reports component Attendant Monitor opens the Attendant Monitor dialog box that displays diagnostic information sent by the Client component and received back from the Server component The Attendant Monitor helps in troubleshooting Log to File writes Client component activity and Server messaging to a log file This is
19. in the Windows Task Manager Refer to Windows Help for information on how to force programs to quit 2 After the report is complete it appears in the Report Viewing area The Create Report button is unavailable again to show that the report is created The Report controls are unavailable and the keyboard functions only in the Report Viewing area You can re access the Report controls by pressing the Tab key Viewing the report After you create a report the Page gt and Page lt buttons are available The Page gt button shows the next available page of the report if there is one in the report view The Page lt button shows the previous page of the report if there is one The page number of the current page appears in the bottom right corner of each page of the report You can also change the displayed page from the keyboard To change the displayed page from the keyboard 1 Ensure the keyboard is active in the Report Display area in the lower half of the Attendant Console Reports window This is set automatically after creating a report but can also be done by pressing the Tab key to move through the Report settings 2 Press Ctrl Page Up to view the previous page or Ctrl Page Down to view the next page Printing a report When a report is in the Report Viewing area the Print button is available To print a report 1 Click the Print button The report prints to the default printer You can change default printer
20. list box 1 Type the extension number of the employee in the Target list box 2 Click the VMTransfer button The call transfers and the Loop button becomes idle Note You can make the VMTransfer button inactive when a non Business Communications Manager Voice Messaging system is attached to the Business Communications Manager base unit To transfer a call to an outside number 1 With an active incoming call on Attendant Console in the Target list box type an outside telephone number 2 Click the Link Transfer button The Loop button label shows Active and the number in the Target list box is tone dialed 3 Click the Release button and the incoming call transfers to the outside telephone number The Attendant disconnects from the call and the Loop button becomes idle Parking holding and screening calls With BCM Attendant Console you can screen calls for a called person place the calls on hold and park calls so that you can page the called person You can also talk to the employee in intercom mode using Voice Call Parking calls and paging employees The Park Page feature lets you place a call on hold and page the employee You can also use this method to page an employee when there is no active call P0936571 02 49 To park a call and page an employee 1 Inthe Target list box type the extension of the called person If there is no active call and you want to page an employee type or select the extension o
21. syntax descriptions Do not type the brackets when entering the command Example If the command syntax is show ip interfaces alerts you can enter either show ip interfaces or show ip interfaces alerts Attendant Console User Guide 8 Acronyms ellipsis points italic text plain Courier text separator gt vertical line Acronyms Indicate that you repeat the last element of the command as needed Example If the command syntax is ethernet 2 1 lt parameter gt lt value gt you enter ethernet 2 1 and as many parameter value pairs as needed Indicates file and directory names new terms book titles Web addresses and variables in command syntax descriptions Where a variable is two or more words the words are connected by an underscore Example If the command syntax is show at lt valid route gt valid route is one variable and you substitute one value for it Indicates command syntax and system output for example prompts and system messages Example Set Trap Monitor Filters Shows menu paths Example Protocols gt IP identifies the IP option on the Protocols menu Separates choices for command keywords and arguments Enter only one of the choices Do not type the vertical line when entering the command Example If the command syntax is show ip alerts routes you enter either show ip alerts or show ip routes but not both This guide uses the following acr
22. the from the Printers folder Access the Printers folder from the Windows Start menu or Control Panel Refer to Attendant Console Help for further information 2 Choose the pages and number of copies of the report to print P0936571 02 77 3 Click the OK button and the report prints or click the Cancel button to cancel printing the report Note If you change a report parameter in one of the report controls the Create Report button is available and the Print button is unavailable Do not change any report parameters before you print the report If you change a report parameter you must regenerate the report before you can print it Attendant Console User Guide 78 P0936571 02 79 Glossary Assistant attendant The assistant attendant is the telephone attendant who provides call coverage for specific employees Backup attendant The backup attendant receives calls when the main attendant is not available The main attendant uses the Out button on the Attendant main window to direct calls to the backup attendant BLF Busy Lamp Field Busy Lamp Field is one of the Directory list tab views It displays the phone status and extensions of employees CF Call Forward Caller ID Caller ID known as CLID or Calling Line Identification is provided by your telephone company If your company subscribes to Caller ID the caller name and number are displayed on incoming calls co Central O
23. the same function screens a call transfer of an active call to the extension number in the Target list box The caller is put on hold when you click Screen Transfer The caller is connected when you click Transfer Now in the Screen Transfer dialog box The Screen button performs the same function Refer to Parking holding and screening calls on page 48 Screen Transfer Transfer to VMail transfers the active call to the voice message mailbox of the extension in the Target list box The VMTransfer button performs the same function Caller menu Caller Answer Next lt esc gt Hold Ctrl H Release F12 Park Join Caller View Parked Calls The Caller menu contains Answer Next answers the next call in the queue Hold places an active call on hold The Hold button performs the same function Refer to Parking holding and screening calls on page 48 Release disconnects the active call The Release button performs the same function Park parks the active call so you can page the person whose extension is in the Target list box A list of all parked calls appears in the Parked Calls dialog box when you click View Parked Calls on the Caller menu You can retrieve the call from the View Parked Calls dialog box by pressing the Retrieve button For more information on viewing parked calls refer to Parking holding and screening calls on page 48 The Park Page butto
24. used for troubleshooting Options opens the Options dialog box which has three tabs e the Options tab lets you specify the Server ID enter the Attendant extension set the conditions for making the Attendant Console Attendant window appear and set call redirection e The Assigned tab lets you choose extensions to appear in the Directory List s Assigned tab e The Selected tab lets you select which extensions appear in the Directory List s Selected tab For more information refer to Using the Directory options on page 37 Transfer menu Transfer Ast Contact Fg 2nd Contact F10 3rd Contact F11 Transfer to Target Num Pad Screen Transfer Crt Num Pad Transfer to mail The Transfer menu contains 1st Contact transfers the active call to the caller s first contact 1st Contact is enabled if there is an active call and a contact in the first box of the Contacts list 2nd Contact transfers the active call to the callers second contact 2nd Contact is enabled if there is an active call and a contact in the second box of the Contacts list Attendant Console User Guide 28 transfers the active call to the callers third contact 3rd Contact is enabled if there is an active call and a contact in the third box of the Contacts list 3rd Contact Transfer to Target transfers the active call to the extension in the Target list box The Transfer button performs
25. 37 Screen screens a call transfer of an active call to the extension number in the Target list box Click the Screen button and the caller is put on hold The caller is connected to the Target extension when you click Transfer Now in the Screen Transfer dialog box Page opens the Page dialog box makes a call from the attendant s extension to the number in the Call Target list box M Transter message transfers the active call to the voice message mailbox of the extension in the Target list box so the caller can leave a Camp On places a call on hold at the target extension IEREEL Link Transfer box accesses Centrex or CO line features such as off premise transfer or conference or other systems or carriers while on an outside call It is also used to tone dial the digits in he Target list Using the Directory options The Directory options are at the bottom of the Attendant Console window They contains tabbed directories that show views of the extensions on the Business Communications Manager telephone system The Directory options also contain buttons and boxes for searching and editing extension and employee information Search and edit functions in the Directory options The buttons and boxes in the Directory options are used to search for and edit employee information that appears in the Directory list Status indicates the status of the employee When
26. Call 29 33 Voice Call button 52 Voice Mail Box 39 w Window 23 Z ZIP Postal Code box 39 P0936571 02
27. Calls by Customers report The Calls by Customers report shows how your employees handle calls from your customers Each employee report can identify as many customers as necessary The Calls by Customers report shows e the number of calls taken by the employee e the number of calls routed to Business Communications Manager Voice Messaging e the number of calls handled by others e the total calls from each customer Calls to Employees report The Calls to Employees report shows the type of calls employees receive over a defined time period This report can spot caller abuse such as too many personal calls and misdirected calls such as calls from customers routed to the wrong person or department This report lists the type of call across the top and names of employees down the left side Each Caller Type has a column for the number of calls and percent The total of all calls and percent are shown separately Attendant Console User Guide 70 Extension Directory report The Extension Directory report lists the employees in the Attendant Console database and the information in their call record Using the Reports window To open the Reports window 1 On the Attendant window click Tools and then click Reports The Reports window opens The Reports window contains the Database Information Period Employees and Customers list boxes and a report viewing area The Reports window menus are File Edit View and Help Use the Create
28. Calls dialog box closes Placing and retrieving calls on hold Calls can be placed on Hold and retrieved quickly To put an incoming call on hold 1 Click the Ringing Loop button 2 Click the Hold button or click another Ringing Loop button The previous call is put on hold When the active call is placed on hold the Loop button displays the words On Hold and the Loop button color changes to blue P0936571 02 51 To place a call on Hold at an active extension 1 With an active call on the Loop button and the employee s extension in the Target list box click the Camp On button When the active call is camped on the Target list box extension placed on hold at the Target extension the Loop button becomes idle 2 The camped call sends a message with tones to the employee either on or off the telephone indicating a call is camped on their extension To retrieve a call on Hold 1 Click the blue Loop button labeled On Hold The Caller Information boxes show all of the information related to this call 2 Respond to the call accordingly Screening calls You can screen calls by asking an employee whether they want to talk to the caller To screen and transfer a call 1 Click the Screen button The active call goes on hold The Loop button changes color to blue The extension rings and the Screen Transfer dialog box appears Screen Transfer Ed Caller Terra Contours Inc Target 228 Howard wes Cancel
29. Loop button becomes idle Joining a call on hold To Join a call on hold on a Loop button with an active call on another Loop button 1 On the toolbar click 52 Drag the Join cursor to the Loop button on which the call is held Click the Loop button holding the call The two callers connect the Attendant releases from the active call and both Loop buttons become idle Creating a conference call To create a conference call to an outside number 1 With an active incoming call on Attendant Console in the Target list box type an outside telephone number Click the Link Transfer button The Loop button label shows Active and the number in the Target list box is tone dialed Click the Link button to set up a conference call between the incoming call the outgoing call and the Attendant P0936571 02 53 4 When 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 e an unanswered transfer call e acall 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 call
30. Report Page lt Page gt and Print buttons to define the type of report you create You can manipulate the preview image after you create a report Database box The Database box contains information on selecting a database Click the Select button to open the Open dialog box Select a Microsoft Access database For more information about databases and how to locate the database mdb file refer to Loading the database on page 73 Type the path name of an Attendant Console database in the Current Database Current Database box C Program Files Nort Information list box The Information list box contains the report type information Report Type The Report Type is available if you type a valid GE Microsoft Access database in the Current Database box Description If you select a report type a description of the report type appears in the Description area P0936571 02 71 Period list box The Period list box is available if e you select a valid database and e you select a report type that requires you to define a report period opens the One Week dialog box This dialog box lets you specify One Week a report period with a duration of one week Sunday through Saturday opens the One Month dialog box This dialog box lets you select One Month a one month report period shows the date of the beginning of the report period
31. a aaaa aaa aa ia 12 POGMEGAIIGE 24245 pigass 35d 400563 ta cd ssakai Ce ehea eed teed 12 Graphical User Interface GUI uuuaaaaa aaa aaa aa aaa aaa i 13 Advanced software capabilities uuaaaaaaa aaa aaa aaa ee 13 ARONGA WPS 9032540 r wi a i Fortis GAGA P k WE Kd 14 Chapter 2 OR OPEN szo Gs 4a ksa dis GREdwaaG Aki szk a dz SEE rane ss 15 Starting the Client component ddaseosoororraaaaaaananananakaaKWWA 15 Minimizing and maximizing the Attendant Console window 15 Quitting the Client component 0 eens 15 Initializing and configuring the Client component uaaaaaaaaaaaa eee 16 Starting the Client component for the first time aaaaa aaa ii 16 Types of attendant setups aaan aaa 17 Setting up other attendant features uuaaaaaaa aa aaa aaa ee 20 Chapter 3 Using the Attendant Console window 000eeee eee eee eens 23 Components of the Attendant Console window 0 00c een eeeee 23 WEDS ni cectahicc4e0iatidicetintetd dadtagbiisadet ashe tae ar 24 PACMAN ya ase eae Uae eR Re Ree hare eae See he RR oR doh Res 24 WOOGIE cata GaGa iz Zd AGES ke ad eed Gace eee es 24 LOG DUTIOING oi 2448 bebe ee POE AE Foki s Eee Peewee 24 Caller Information options 0 0 60 eee 24 Call processing aA cca aaa s w sodsiots seenetaeks oehakwe as 24 Directoy ISE pei teal belie tae tte alle be Aske Ae He heads Ae te husks Ae Ae hed de He hod Ade ad he bot EA
32. ant PCs through a network Overflow attendant The overflow attendant receives incoming calls when there are more than six active calls at the main attendant s PC PC Personal computer Server component The Attendant Console server program supports the Client component residing in the PC Shared system In an Attendant Console shared system the Business Communications Manager base unit is shared by two or more companies Stand alone model A stand alone model is a Attendant Console system in which one attendant manages a business s incoming calls There are no assistant attendants backup attendants or overflow attendants in a stand alone model Target extension A target extension is the extension number to which you are directing a call P0936571 02 Glossary 81 VM Voice mail or voice message mailbox Attendant Console User Guide 82 Glossary P0936571 02 83 Index Numbers lst Contact 27 2nd Contact 27 3rd Contact 28 A About Business Communications Manager Attendant Console 30 acronyms 8 Active Call 33 Adding notes to employee records 66 All extensions 20 All extensions box 21 Answer next 28 Answering calls as an attendant 43 Assigned extension rings 21 Assigned tab Directory list 20 Assigned tab view 40 Assistant attendant 19 79 Assistant Extension box 39 Attendant assistant 19 backup 14 18 features 20 In and Out buttons 29 overflow 14 19
33. back is indicated by Fi 00 14 Terra Contours Inc Callback 919 555 4565 L1 SERVICE 233 Darren Stevens Hold 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 1 Click 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 e Hold You ask the caller to hold for a moment e Assist You send the call to the called party s assistant Attendant Console User Guide 54 e ntAct You tell the caller that the person they called is on the line and ask if they wish to interrupt the call Either Hold Assistant or IntAct is displayed below the Callback button To respond to a Callback call that a called person returns 1 Click the Callback button The Caller Information list box shows the information originally displayed
34. ber in the Target list box 3 The attendant transfers the call to the Assistant extension Attendant Console User Guide 58 P0936571 02 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 e 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 e when you create a new caller record from an existing one e when you create a new blank caller record Note The caller record is not saved if you click the Release button gt 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 disp
35. calls and paging employees on page48 FI FFI tH Use the Voice Call to initiate a call from the attendant s telephone to the speaker of another telephone without causing the telephone to ring Refer to Parking calls and paging employees on page48 Six Loop buttons labeled F1 to F6 are used to answer calls Each Loop button represents call The color of the Loop button F1 and the word that appears shows the type of call activity occurring i You can display or hide Loop buttons On the View menu click Hide Loop Buttons When a check mark appears only active Loop buttons appear When Hide Loop Buttons is not selected all the Loop buttons appear Words and colors on Loop buttons A yellow Loop button with the word Ringing appears when an incoming call Ringing rings at the attendants extension A green Loop button with the word Active appears when a call is answered Active by the attendant Only one Loop button is active at one time A blue Loop button with the words On Hold appears when a call is on hold On Hold at the attendant s extension An orange Loop button with the word Callback appears when a call returns Callback to the attendant from the Target extension A red Loop button with the word Ringing appears when a call rings at an Assigned extension Grey Loop buttons appear when the Loop button is inactive and when Hide Loop Buttons is not selected REKE
36. cluding e Using the Contacts boxes on page 45 e Using the Directory tab views on page 46 e Using the Directory Find box on page 46 e Using the Department list box on pag e47 Using the Contacts boxes The Contacts boxes contain the extension numbers and names of the three most frequently called parties that the caller requests These caller contacts are listed from most frequently to least frequently called Contacts 227 Duncan Harold 228 Gibson Ben Ca m To the left of each Contact box is the current person status icon for that contact and to the right of each Contact box is that person s telephone status icon To transfer a caller to one of the three most frequently called parties 1 Double click the telephone status icon The call is forwarded to that extension Attendant Console User Guide 46 Using the Directory tab views The tab views in the Directory dialog box show information about extensions Full BLF Assigned Selected Name Ext Notes Department 223 Marketing Gibson Ben 226 Accounting T Villegas Alejandra 227 Sales T Dupuis Claire 228 Administration Duncan Harold 230 Development Carrera Amparo 237 Accounting Davis Kenny 245 Research To search by extension or name Click the Full BLF Assigned or Selected tab Click the extension the name or the department of the employee being called in the list The name or exte
37. ctive line The DTMF button is used with the Link button to outdial the digits in the Target list box For more information refer to Linking and Joining calls on page 52 Attendant menu Attendant w In Out The Attendant menu contains In toggles with the Out command When set to In the attendant is taking calls Out toggles with the In command When set to Out the attendant is not taking calls Calls that ring at the attendants telephone are forwarded to the backup attendant position Note To redirect calls to a backup extension on the Tools menu click Options Set redirect options in the Options dialog box Help menu Tip of the Day Attendant Help About Attendant Attendant Console User Guide 30 The Help menu contains Tip of the Day shows or hides the Tip of the Day dialog box when Attendant starts Attendant Help displays Help files About Attendant displays program information revision number copyright information and system information Using keyboard shortcuts You can use the keyboard to do many tasks quickly in Attendant Console There are three kinds of keyboard shortcuts The first two are standard to Windows The third shortcut is unique to Attendant Console The keyboard shortcuts are Access keys which are the letters underlined in menu names and commands For more information refer to Access keys on page 30 Shortcut
38. d 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 pagel7_ 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
39. d these characters can be dialed using zz he toolbar P0936571 02 55 To place a call to an extension or outside number 1 When there is no active call type or select an extension or outside number in the Target list box 2 Press Enter on the keyboard A call is made to the extension or outside number To transfer a call to an extension 1 Place or type an extension in the Target list box when there is an active call 2 Press Enter on the keyboard The call transfers to the extension If you select an entry in the Directory or in the Contacts box the extension number also appears in the Target list box If the Target is an extension the person status icon for the person appears to the left of the Target list box To the right of the Target the person s telephone status icon appears To make a call to an inside extension 1 Make sure that the number you want to call appears in the Target list box You can type the extension in directly or select it from the Directory list For further information refer to Using the Directory Find box on pag e46 2 Click the Call button or press the Enter key to make the call To make a call to an outside number 1 Inthe Target list box type the same digits you would dial if you were using your telephone 2 Click the Call button or press the Enter key Handling calls at an employee s telephone Attendant Console has features that let employees handle calls at their tel
40. e according to how names are listed in the Directory list s Name column Click the Find button Any names that match the letter s you enter appear in a list in the Full tab Directory view To search by department 1 In the Directory options click Department list box arrow A list of the departments associated with extensions appear in the list The name of the department for each extension appears in the Edit Employee Information dialog box Select the department name from the list and the department name appears in the Department box Click the Find button Any extensions that match the department appear in a list in the Full tab Directory view Note A department search takes priority over a name search gt To search for an individual in a department 1 In the Department box select a department In the Find box type the person s name Click the Find button Any extensions that match the name in the department appear in a list in the Full tab Directory view Resetting the Full tab view You can reset the Full tab view to the default display To reset the Full tab view 1 In the Directory options click the Show All button The Full tab view shows the extensions names notes and department information P0936571 02 65 2 Click the Show All button to return to the Directory view after you perform a search Editing employee information You can edit employee information by adding or chang
41. e of the employee being called The name appears in the Target list box The search result is shown in the Full tab view The BLF Selected and Assigned tab views remain unchanged To restore all names in the Full tab view click the Show All button Note Department names for each extension are created in the Edit Employee Information dialog box Transferring a call You can transfer an active call to an extension using the Contacts box the Target list box or the Directory dialog box You can also transfer a call to a voice message mailbox r Contacts 227 Duncan Harold I 227 Duncan Harold 228 Gibson Ben lal To transfer using the Contacts box Double click the telephone status icon to the right of the Contacts box The call transfers to the displayed extension Attendant Console User Guide 48 To transfer using the Target list box Target e 232 Davis Kenny Make sure the extension in the Target list box is correct Double click the telephone status icon beside the Target list box or click the Transfer button You can also click the Target list box and press the Enter key on the keyboard The call transfers to the displayed extension To transfer using the Directory list Double click the telephone status icon or the name of the person to whom you are transferring the call The call transfers To transfer a call to the voice message mailbox of the extension in the Target
42. e unit This information appears in the Directory list box in the bottom center of the Attendant Console window The Directory list box has four tabs that display lists of employees They are the Full BLF Busy Lamp Field Assigned and Selected tabs For further information refer to Search and edit functions in the Directory options on page 37 P0936571 02 63 Using the Directory list Information in the Directory list appears in ascending order 1 to 9 or A to Z Sorting is based on the contents of one column at a time If there are different forms of information in the same columns priority is given in the following order no information entered blank numeric then alphabetic For example if you sort a Name column that contains both names and extension numbers the extension numbers appear before the names Full BLF Assigned Selected Name Ext Notes Department ka 4X Cruise Nanell 223 Marketing la Gibson Ben 226 Accounting xf Villegas Alejandra 227 Sales Dupuis Claire 228 Administration z Duncan Harold 230 working at home Development Carrera Amparo 237 Accounting ta i 245 Research jr A 1 You can sort Directory information by column by clicking any column heading For example to sort the directory by extension click the Ext column heading The listing appears with the extensions in numerical order To sort a column of information in the Directory 1 Click the tab you want to sort either
43. ephones After a call routes to an extension a low level tone alerts the called person they have an incoming call even if they are on their telephone The name of the caller appears in the display of the called party s telephone for a few seconds If the called person is using a Business Communications Manager two line display telephone they can use the display buttons to e talk to a caller e send a call to the attendant who then asks the caller to hold e send a call to Business Communications Manager Voice Messaging e join a call with the current call Attendant Console User Guide 56 e send a call back to the attendant to ask the caller if they wish to interrupt the current call e 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 1 Press 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 1 Press 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 2 The called person sees the call camped on their telephone and handles the ca
44. erflow icon appears on the Status Bar there are more than six calls A new incoming call appears as a yellow Loop button that displays the word Ringing Information about the call appears beside the Loop button to assist you with personalized call processing Attendant Console User Guide 44 the function key name above the Loop button F1 in the example shows the key on the PC keyboard that relates to the ringing Loop button F1 00 01 PE Terra Contours Inc Ringing 919 555 4565 Service Dept the timer above the Loop button shows in minutes and seconds how long the call is active the company name to the right of the Loop button shows the company that is calling The company name is either from the caller database or from Caller ID If you do not have Caller ID this line of display is blank You can enter or edit a company name using the Caller Information list box The Caller ID name on the second line of the information to the right of the Loop button shows the Caller ID number provided by the telephone company If you do not have Caller ID this line of display is blank The bottom line of information to the right of the Loop button shows the name of the Business Communications Manager base unit server line that carries the call To answer an incoming call 1 A Loop button turns yellow displays the word Ringing You can respond to a call in one of four ways Click the yellow Ringing Loop button Press the funct
45. ering a call e record add and change caller information for future use e quickly access information about a caller e transfer calls to employees or their voice message mailbox e send the caller s name to the employee s telephone display e park calls and page employees e view information in a Directory about your company s employees such as their extension number person status and telephone status e create and print reports showing how incoming calls are handled e view the status of extensions in the company s Attendant Console system Components of the Attendant Console Attendant Console is a client Business Communications Manager base unit software application that consists of three interrelated components e Server component e Client component e Reports component Server component The Server component communicates with your Business Communications Manager base unit initiating telephone functions such as transferring calls placing calls on hold and parking calls The Server component communicates with one or more Client components A Client component is on a PC connected via a Local Area Network LAN The Server component receives e notification of incoming calls e information about telephones attached to the Business Communications Manager base unit Attendant Console User Guide 12 The Server component collects and manages call processing information in a database that can be used for reportin
46. ers for the report 244121111 75 Create Report button 2 csccecnc eee be eeteadboee eee deeds awhe we eied 75 SELLS NERO saska kawki d w AAC AG AE AA ZA 76 FM AEG Zoo tRa Gees yer Yi SKG G iR radi ERA 76 INGOAIY Gao nck cocketatesereeeteh sda gercen ZER ZEGGZ EW GGRGE GA 79 NGOS o cs E T T sd aGaG wo kadswaka zi wsaG cwatia ki ees wii 83 Attendant Console User Guide 6 Contents P0936571 02 Preface Business Communications Manager Attendant Console provides a graphical interface on your Windows based PC for managing calls in a call center or office Text conventions This guide uses the following text conventions angle brackets lt gt bold Courier text braces brackets Indicate that you choose the text to enter based on the description inside the brackets Do not type the brackets when entering the command Example If the command syntax is ping lt ip address gt you enter ping 192 32 10 12 Indicates command names and options and text that you need to enter Example Use the dinfo command Example Enter show ip alerts routes Indicate required elements in syntax descriptions where there is more than one option You must choose only one of the options Do not type the braces when entering the command Example If the command syntax is show ip alerts routes you must enter either show ip alertsorshow ip routes but not both Indicate optional elements in
47. extension of the person who handles calls for the extension when the employee cannot Record Number displays a unique record identifier number You cannot edit this box Voice Mail displays the voice message mailbox extension of the employee You cannot edit this box Contacts lists the employee s three most frequently called persons or extensions in the Company The following buttons appear in the Edit Employee Information dialog box Save saves the employee information displayed to the database Close closes the window without saving the record Find opens the Find dialog box in the Edit Employee Information dialog box Refer to Maintaining employee information on page 62 IEEE New Name creates a new name for the extension and does not change the other boxes Attendant Console User Guide 40 Directory list Directory list tab views There are four Directory list views that are accessed by clicking tabs They are m Directory Status x Make Caller Eind Show All Note x Department Edit Full BLF Assigned Selected Name Ext Notes Department Cruise Nanell 223 Marketing Gibson Ben 226 Accounting T Villegas Alejandra 227 Sales Dupuis Claire 228 Administration T Duncan Harold 230 Development 237 Accounting 245 Research of displays extensions connected to the Business C
48. f the person being paged in the Target list box 2 Click the Park Page button The Page dialog box appears The Page dialog box shows all parked calls and all page zones so that you can page the called person Parked calls Page zones 101 John Doe for 227 227 Speaker and Zone Speaker and Zone 2 Speaker and Zone 3 Speaker and Zone 4 Speaker and Zone 5 Speaker and Zone 6 Close Click a call in the Parked calls list and then click the appropriate zone in the Page zones list Click the Page button The Console Message box appears and the speakers on the telephones in the selected zone emit a low level tone 5 Speak into the headset or handset depending on your setup When you are finished click the OK button To retrieve a parked call 1 On the Caller menu click View Parked Calls The Parked Calls dialog box appears 2 Select the parked call Attendant Console User Guide 50 3 Click the Retrieve button Parked Calls Ea Retrieve Close Retrieve 2 3 On the toolbar click al The Parked Calls dialog box appears Select the parked call Click the Retrieve button To view parked calls 1 On the Caller menu click View Parked Calls The Parked Calls dialog box appears displaying e the park number of the call e the caller s name from the Name box of the Caller Information list box e the name or extension of the called employee Click the Close button The Parked
49. f the Attendant Console window The Attendant Console window components are shown in Figure 2 Figure 2 Attendant Console window components title bar menu bar Loop buttons toolbar Caller Information Call processing area Enterprise Edge Attendant Console Contacts Target Name E Caller Type Transfer Screen Company Page Call Note VMTranster Camp On Edit Hold Release Park Page Link Transfer Directory Status Make Caller J Eind Show All z Department a Assigned Selected Department Ready NUM wednesday September 15 1999 11 43 34AM Status bar r Directory options Directory list Attendant Console User Guide 24 Title bar The title bar is at the top of the Attendant Console window At the top right side are the Windows standard Minimize Maximize and Close buttons Menu bar The menu bar is under the title bar and contains the File Edit View Tools Transfer Caller Target Attendant and Help menus Use these menus to access Attendant functions Toolbar The toolbar is below the menu bar and contains several buttons that provide quick and easy access to some Attendant Console functions Loop buttons The Loop buttons on the left of the Attendant Console window are labeled F1 to F6 You use the Loop buttons to answer calls Each Loop button can handle a single call The Loop buttons have colors and words that represent ca
50. ffice Destination extension The destination extension is the person s extension to which a caller or attendant attempts to connect DND Do not disturb DTMF Dual Tone Multi Frequency DTMF is the sound emitted when telephone buttons are pressed Attendant Console Attendant Console is a Windows based software product that provides call management and call activity reporting capability to a business Business Communications Manager base unit The telephone system that Attendant Console works with External call An external call is a call that originates from outside your company s telephone system Attendant Console User Guide 80 Glossary Hookflash The signal that occurs when a telephone goes on hook followed by off hook Hunt Group A Hunt Group is a group of telephones that can be called by a single number Hunt Groups are configured in your Business Communications Manager base unit Identification Internal call An internal call is a call such as a call from another employee s extension that originates from your company s Business Communications Manager base unit LAN Local area network Main attendant A main attendant is the telephone attendant who is primarily responsible for managing a company s incoming calls The main attendant can have other attendants Networked model In a networked model the Attendant Console main attendant s PC is connected to one or more additional attend
51. formation dialog box appears Click the New Name button Type the new employee s name Click the Save button when you are done Using the Make Caller button Use this function if an employee calls from a customer s office Attendant Console User Guide 66 To assign the name of an employee to a caller record 1 Inthe Directory list select the employee s extension or type the employee s extension number in the Target list box 2 Click the Make Caller button The name of the employee is assigned to the caller record and is not saved as a customer record Adding notes to employee records You can add a note to an employee record by selecting a note from a list or typing a personal note The note appears in the Notes column under Directory in the Attendant window To select from the list of notes 1 Click an extension number in the Full Assigned or Selected Directory views 2 From the Note list box click the applicable note The note appears in the Directory list s Notes column Note Please Return the cal Returned your cal Cannot make appointmen Working out of town To type a note 1 Click an extension number in the Full Assigned or Selected Directory views In the Note list box type a note Press the Enter key The note appears in the Directory list s Notes column Note To delete a Note delete the information in the Note list box and gt then press the Enter key
52. g purposes Client component The Client component has an easy to use graphical user interface GUI The Attendant Console window displays information about incoming callers and includes a Company Directory with employee names telephone status such as on hook off hook Do Not Disturb and Call Forward and person status such as None Not at desk and Out of office The Directory can be searched from the Attendant window Attendant PCs can be either main assistant overflow or backup For more information refer to Types of attendant setups on page 17 Incoming calls can be transferred to an extension a voice message mailbox or an external number You can set up more than one attendant for your company You can also set up Attendant Console to provide call coverage for assigned groups of employees In this setup you are notified of calls to assigned employees and can answer calls when the employees cannot Reports component The Reports component provides information about incoming calls Reports can help you identify trends and find answers to questions before they become problems You can request a report from any PC with a Client component and view the report in the Reports window or print it on an attached printer Attendant Console features There are many features and benefits associated with Attendant Console PC compatibility Attendant Console combines telecommunications with personal computing to make the attendant
53. he company grows Attendant Console is easily expandable Attendant types You must set up each PC to handle calls either as a main attendant overflow attendant backup attendant or assistant attendant Each attendant type gives you flexibility in responding to calls This ensures that calls can be handled in a professional and prompt manner For detailed information about attendant setups refer to Types of attendant setups on pagel7 P0936571 02 15 Chapter 2 Getting started The installer or System Administrator must set up and check the system before you can use the Attendant Console components First make sure you know how to start and quit Attendant Console on your PC For information on starting the components for the first time refer to Tnitializing and configuring the Client component on page 16 For information about changing the Attendant Console window settings refer to Initializing and configuring the Client component on page 16 Starting the Client component To start the Client component and open the Attendant Console window 1 On the Attendant PC click Start and point to Programs point to Nortel Networks point to Attendant Console and then click Attendant The Attendant Console taskbar button appears on the taskbar The Attendant Console window appears with the Tip of the Day window over it 2 On the Tip of the Day window click the Close button Minimizing and maximizing the A
54. he Status Bar contains the components shown in Table 4 Table 4 Status bar components Displays the functions of the toolbar button when you point Place an intercom voice call to it The Loop Overflow icon appears if there are more calls A waiting to be answered than available Loop buttons rf Appears if the Num Lock key is on II NUM Shows the date and time Friday September 18 1998 01 47 45 PM Using the menu bar The menu bar contains the menus on the Attendant Console window Help tips appear in the Status bar at the bottom of the Attendant Console window if you move the mouse pointer over the commands in the menu File menu File Exit The File menu contains Exit closes the Client component Attendant Console User Guide 26 Edit menu Edit Cut Ctrl Copy Ctrl C Paste Ctrl V Dial Paste Ctrl D Transfer Paste Ctrl T Caller Information Employee Information The Edit menu contains Cut cuts selected text and moves it to the Clipboard Copy copies a selection of text and moves it to the Clipboard Paste inserts the Clipboard contents at the insertion point Dial Paste dials the number in the Clipboard The number can include Ta characters such as hyphen parenthesis space or Note The Clipboard contents are added to any characters already in the Target list box This lets you type a routing code in the Target list box and then
55. ilable The report period begins on the From date and ends on and includes theTo date To enter the From and To dates Attendant Console User Guide 74 In the From box type the date The following are acceptable date formats e June 5 1997 e 6 5 1997 Press the Enter key In the To box type the date Press the Enter key Note An error message appears if you type a date in an unrecognized gt format or if you type a date that does not exist To select a report of one week 1 Click the One Week button The One Week dialog box appears In the month list box choose the month that the desired week starts or ends In the year list box select the year the week occurs in You can type the year box or use the arrows In the list of weeks select a week and click the OK button or double click the desired week After you select a week the start and end dates of the week appear in the From and To boxes To specify a report of one month 1 Click the One Month button The One Month dialog box appears In the month list box choose the desired month In the year select the desired year either by typing it or selecting it with the arrows Click the OK button to accept the month or click the Cancel button to cancel your Report Period selection If you select a month the start and end dates of the month appear in the From and To boxes Dates for February automatically account for leap years centuries and m
56. illennia To cancel a selection press the Ese key or click the Cancel button The Period list box information does not change P0936571 02 75 Clearing a date You can clear a date by deleting the contents of the box A cleared box does not count as a date and does not restrict the range of the other date Note The To and From boxes are active if you select a valid database and you select a report type that requires you to define a Report Period Selecting employees and customers for the report Some types of reports especially those that concern call data let you select sets of employees customers or both The information for the set you select is summarized in the report Reports have categories that are appropriate to the type of report that you chose If your report type does not need or allow these selections the Employees and Customers options are unavailable To select employees or customers 1 Click either the Employees or Customers option The Employee or Customer Record Selection dialog box appears Note The first time you click one of these options after you connect to a database there is a pause while Reports builds the directory After Reports builds the directory if you click an option there is a pause while Reports opens the dialog box If a directory is large the pause can be several seconds long After the pause the Selection dialog box appears 2 The Selection dialog box contains a l
57. information on the Loop overflow icon see Status Bar on page 25 To set the overflow extension 1 On the Tools menu click Options The Options dialog box appears with the Options tab open 2 Inthe Redirect calls to option in the Extension box type the overflow attendant s extension number 3 Select Call overflow occurs to redirect calls when all of the main attendant s Loop buttons are busy with calls 4 Click the OK button Assistant attendant setup An assistant attendant provides call coverage for one or more extensions in the system You can set up an assistant attendant to monitor incoming calls to specific extensions Set up an assistant attendant if an employee wants an assistant attendant such as an administrative assistant to answer the employees calls To set up an assistant attendant Attendant Console User Guide 20 2 3 On the Tools menu click Options The Options dialog box appears with the Options tab open In the My extension box type the assistant attendant s extension Click the OK button To add or remove an assistant attendant s assigned extensions 1 On the Tools menu click Options The Options dialog box appears with the Options tab open Click the Assigned tab To add an extension click the extension you want in the AII extensions box and click gt gt to copy it to the Assigned extensions list To remove an extension from the Assigned extensions list clic
58. ing an extension changing the person status of an extension or by creating a new name for an extension To add or change an extension 1 In any Directory tab view Full BLF Selected or Assigned click the extension in the Directory list for which you wish to change or add information 2 Inthe Directory options click the Edit button The Edit Employee Information dialog box appears Use this dialog box to create or edit information in the employee database Enter the new information in any of the boxes that can be edited Click the Save button The changes are made to the database and to the employee s extension in the Directory 5 Click the Close button to close the Edit Employee Information dialog box To change the person status of an extension 1 nany of the Directory views Full BLF Assigned or Selected click the extension 2 From the Status list box select None Not at desk or Out of office The status you choose appears beside the name There is no icon for None Instead a blank space appears next to the person s telephone status if you select it If you select Out of office the Out of office icon appears If you select Not at desk the Not at desk icon appears ta Do not type in the Status box Creating a new name for an extension You can change the name of an employee assigned to an extension To create a new name for an extension 1 In the Directory options click the Edit button The Edit Employee In
59. ion key on the PC keyboard for example F1 shown above the Loop button Press the Esc key Press the associated intercom or line key on your telephone The Loop button becomes green and displays the word Active 2 Answer the call with your company greeting If you are answering a call from this number or company for the first time you can enter caller information For further information refer to The Edit Caller Information dialog box on page 34 If this is not the first time you have answered a call from this number or company refer to Finding the called person s extension and placing it in theTarget list box on page45 To release or hang up a call Click the Release button The call disconnects and the Loop button becomes idle Note Server line names are programmed in your Business Communications Manager base unit by your telephone administrator P0936571 02 45 Note If your Business Communications Manager base unit is shared by two or more companies the telephone administrator can associate the names of each company with their hardware lines This means that you can tell which company is being called before answering the call Finding the called person s extension and placing it in the Target list box After you answer a call find and click the called extension to put it in the Target list box There are four ways to locate the correct extension when you are ready to process a call in
60. ist of Employees or Customers The list of Customers has a single column that lists the Customer s Company Name The list of Employees has several columns that list the employee s last first and middle names and telephone extension You can resize the columns by dragging the column header edges in the bar at the top of the list 3 You can choose either a single item or multiple items Items that you select appear with a blue background behind their boxes Choose a single item by clicking it Choose multiple items by pressing the Control key while you click the items you want You can select up to 100 items from the list If you require more than 100 items create several reports with different selection lists or click the All button 4 Click the OK button The Customer or Employee Record Selection dialog box closes and the Selection list box displays the items you selected from the dialog box Create Report button When you have entered all the data needed to create a report the Create Report button is available Attendant Console User Guide 76 To create a report 1 Click the Create Report button This starts the report generation process The Reporting animated icon appears to show that the report is running The icon stops when the report is complete Note You cannot close the application while it is running If you need to quit the application while a report is running you can do it from the Close Programs dialog box
61. k the extension number in the Assigned extensions list and click lt lt To view an assistant attendant s assigned extensions 1 On the Tools menu click Options The Options dialog box appears with the Options tab open Click the Assigned tab After you view the extensions click the OK button Setting up other attendant features Call notification There are two ways Attendant Console can notify an attendant of incoming calls If an attendant keeps the Attendant Console window minimized and works on other tasks they are notified of incoming calls with a Call Notification dialog box The attendant can answer the call by clicking the Take button or they can ignore the call and let another attendant answer it If the Attendant Console window is not minimized the attendant is notified of an incoming call by a Ringing Loop button To activate call notification 1 2 On the Tools menu click Options The Options dialog box appears In the Pop Call Notification dialog box when list select either check box P0936571 02 21 Assigned extension rings The attendant is notified of calls to the assigned extensions or My extension rings The attendant is notified if their extension has an incoming call If both check boxes are clear the attendant is not notified of calls when the window is minimized 3 Click the OK button When an outside call arrives for an assigned extension a Call Notification dial
62. keys defined on the menus For more information refer to Shortcut keys defined on the menus on page 30 Shortcuts initiated by pressing the Alt key and another key For more information refer to Shortcuts initiated by pressing the Alt key and another key on pag e31 Access keys In Attendant Console each menu name and each command in the menu has an underlined letter called an access key To use the Access keys 1 Press the Alt key This gives you access to the menu names in the menu bar Press the Access key for the menu name For example to open the Edit menu press Alt and then E Press the Access key for the desired command For example to select Caller Information from the Edit menu press I and the Edit Caller Information dialog box appears Shortcut keys defined on the menus Shortcut key combinations are shown beside some menu commands When you use the Ctrl key and another key press Ctrl key while you press the other key The additional shortcut keys are shown in Table 5 to Table 7 P0936571 02 31 Table 5 Edit Menu shortcut keys Table 6 Transfer Menu shortcut keys Table 7 Caller Menu shortcut keys Cut Ctrl X Copy Ctrl C Paste Ctrl V Dial Paste Ctrl D Transfer Paste Ctrl T 1st Contact F9 2nd Contact F10 3rd Contact F11 Transfer to Target Num Pad Screen Transfer Ctrl Num Pad Answer Next Esc Hold Ctrl H Release F12
63. lays 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 1 Click 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 Attendant Console User Guide 60 2 1 In the Caller Information list box click Edit The Edit Caller Information dialog box appears Edit Caller Information o x Name Pat Smith x Caller ID Name Caller Type Vendor 2 CakrlD Number Company jasc Systems Record Number Pine ja 1234 m Contacts New Caller City Calgary PO New Name State Province Albert Pe Delete Caller Save Close Eind AARAA Zip Postal Code Click the New Caller button This clears all the boxes in the Edit Caller Information dialog box and lets you create a new caller record In the Name list box type the caller s name in the format of last name first space then first name From the Caller Type list box select a Caller Type either Unclassified Personal Employee
64. ll To send a call to Business Communications Manager Voice Messaging 1 Press 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 1 Press 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 1 Press the IntAct display button This delivers a pre set message to the attendant who asks the caller if they want to interrupt the employee If yes the attendant transfers the call back to the employee The 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 1 Press 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 57 2 The attendant refers to the Assistant extension box in the Edit Employee Information dialog box and enters the Assistant extension num
65. ll activities For example a yellow Loop button with the word Ringing represents an incoming call at the attendant s extension For information on how to hide or display the Loop buttons except for those that indicate call activity refer to View menu on page 26 Caller Information options The Caller Information options area is in the top center of the Attendant Console window and displays information about the caller that is stored in the Business Communications Manager base unit database Call processing area Use the Target list box and the Call Processing buttons at the top right of the Attendant Console window to make and transfer calls Directory list The Directory list is at the bottom of the Attendant Console window and contains the components shown in Table 3 P0936571 02 25 Table 3 Directory options Directory list displays the Name Extension Notes and Department of extensions From the directory list you can select a name and number to appear in the Target list box The Directory list also shows the telephone status icon and the person status icon for extensions Note and Status list boxes let you change the status of the employee and include a note for an extension Find and Department boxes search for extensions and edit employee information and Show All and Edit buttons extension records Status Bar To display the Status Bar 1 Click View and then click Status Bar T
66. lls 50 Hold button 34 Hunt Group 41 P0936571 02 Index 85 In and Out buttons 32 Introduction to Business Communications Manager Attendant Console 11 J Join button 33 L LAN 80 Link 29 Link button 32 Link Transfer button 22 Linking and Joining calls 52 Log to File 27 Loop button 17 19 20 33 44 Loop buttons 24 Loop Overflow icon 19 25 43 M Main attendant full time 17 Maintaining caller information 59 Maintaining employee information 62 Making a call from the attendant s extensi on54 Managing calls using telephone display buttons 55 Menu ba r24 using 25 Menus available from the main window 24 My Extension 18 My extension rings 21 N Name box 35 39 62 Networked model 80 New Caller button 61 New Name butto n39 Note 25 O Off hook 41 One Month button 71 One Week button 71 On hook 41 Options 27 Options dialog box 16 18 Selected tab 21 Orange Loop button 33 Out button 18 Overflow attendant 14 19 P Page button 37 Park 28 Park Page button 34 Parked calls box 49 Parking calls and paging employees 48 Parking holding and screening calls 48 Part time main attendant 18 Paste 26 Period list box 71 Person statusicon 40 Phone box 39 Placing and retrieving calls on Hold 50 Postal Code of an employee 39 R Record Number box 39 Red Loop button 33 Redirect calls to 18 19 Release 28 Release button 34 Reports 27 AII button 71 calls by customers 69 cal
67. ls to employees 69 Customer Employee button 72 Database box 70 extension directory 70 Information list box 70 Select button 72 Reports window 70 using 70 Resetting the Full tab vie w64 Restore minimized Attendant Console screen when 21 Restoring Attendant Console window 21 Right click capability 31 using 31 Ringing 33 Attendant Console User Guide 86 Index Ringing Assigned Extension 33 S Save button 39 Screen Transfer 28 Screening calls 51 Search by department 64 Search for an individual 64 Selected extensions box 21 Selected tab Directory list 21 Options dialog box 21 Selected tab view 40 Shared system 80 Standalone model 80 Starting the Client component 15 State Province box 39 Status Bar 25 26 Status box 25 T Take button 20 Target box 36 finding an extension and moving itt 045 Target extension 80 Target menu 29 Telephone display buttons Assist 56 Hold 56 IntAct 56 Join 56 Next 56 Talk 56 VM 56 telephone status icon call forward 41 do not distur b41 off hook 41 on hook 41 text conventions 7 Tip of the Day dialog box 16 30 Title bar 24 Toolbar 24 26 using 32 Tools 21 Tools menu 27 Transfer menu 27 Transfer Options 22 Transfer Paste 26 Transfer to Target 28 Transfer to VMail 28 Type box 39 Types of attendant setups 17 U Using the menu bar 25 V View menu 26 View Parked button 33 View Parked Calls 49 Visual call announcing 14 VM Transfer button 22 Voice
68. n performs the same function Join Caller connects two callers by joining the active call with the call on hold Refer to Linking and Joining calls on page 52 View Parked Calls opens the Parked Calls dialog box which displays calls parked by all attendants A call can be retrieved by any attendant or from any telephone on the Business Communications Manager base unit For more information refer to Linking and Joining calls on page52 P0936571 02 29 Target menu Target Call Voice call Dial DTMF Tones Link The Target menu contains Call initiates a call from the attendant extension to the number in the Target list box The Call button performs the same function Voice Call places a voice call from the Attendant to the extension in the Target list box For more information refer to Contacting employees using Voice Call on page 51 Dial DTMF Tones dials DTMF tone digits to the external number in the Target list box This must be used in conjunction with the Link button and with outdialing on an active line to access other systems or carriers for example Centrex Link accesses hookflash Centrex or CO line features such as off premise transfer or conference or other systems or carriers while on an incoming call Click the Link button while on an incoming call to place the caller on hold and generate a Link signal also called flash or recall on the a
69. new taller record sacccdeca eres eauacde sea ieeeaanenneed 59 Finding and editing caller information 0000 eee eee eee eee 61 Maintaining employee information 00 0000 62 Using the Directory IGI sxakspacpeeab ew eee ae hes dk ea beak ob wEw wae 5 63 Finding an employes record 4 cceseccsscernderandveias banded de 63 Editing employee IMIO MAIO 20 cvesiaasasasseeaaseasasaseeeuaw ee 65 Creating a new name for an extension 0000 cece eee eee 65 Adding notes to employee records 000 0c eee eee eee 66 Chapter 6 Generating TENG c oaz ZO Gosi Ga a cc ccckecee siete sees ames 69 eae Se ee ee ee ee er er ee er ee ee ee ere rere 69 Calle by Customers TEPOM 4 44606456 44 9 54 ein ita G4 Sie igvadeess 69 Calls to Employees report uaaaaaaaaaaaaaaa eee 69 Extension Directory report aauaaaeaaaaaaaaa eee 70 Using the Reports WINGOW ccs lt ssoe04eee0ess eeen sees dder s eae eres 70 DARDISRD lt a cee eeiwetagertesess oho LEE di R ES ZAP EE ada i 70 Internation Iet DOK 222s eke cca ati iw seen camer ee iiRawk Gz a aes 70 PONOA NI DO 2 0 wasi cued Sees Beebe eed owe eed obese eee A 71 Employees and Customers options 0000 cece eee eee 71 Creating and viewing reports 0 00 eee 72 Leaning ihe database cee ones bhai GEE dow awed tices AE a 73 Selecting a report type 00 cee 73 Setting ihe report parod rers irratiei iiae E EEA 73 Selecting employees and custom
70. ng a new caller record 59 Cut 26 D Department box 39 47 using 47 Dial DTMF Tones 29 Dial Paste 26 Directory Find box 46 using 46 Directory list 17 24 25 40 Department column 41 employee information 40 Ext column 41 extension information 40 Name colum n41 Notes column 41 sorting information 41 using 63 Directory list tab views 40 46 BLF tab vie w40 Full 40 Selected 40 Directory tab views using 46 Disable Link Transfer 22 Disable VM Transfer 22 Do Not Disturb 41 DTMF button 32 E Edit Caller Information dialog bo x34 Caller ID Nam e35 Caller ID Numbe r35 Caller Type 35 Close button 35 Company box 35 Contacts 35 Delete Caller button 36 Find button 36 Name box 39 New Caller button 36 New Name butto n36 Record number 35 Save button 35 Edit Employee Information dialog box Assistant Extension box 39 Contacts box 39 Department box 39 Voice Message box 39 Edit menu 26 Employee Information 26 Exit 25 Extension creating an new name for 65 finding 45 Extension box 18 Extension Directory report 70 Extension Attendant 16 F File menu 25 Find button 39 Finding an employee record 63 Finding and editing caller information 61 Finding the correct extensio n45 Full tab vie w40 resetting 64 Full time main attendant 17 G Green Loop button 33 H Handling a Callback call Callback call 53 Help file 30 Help menu 29 Hide Loop Buttons 26 Hold 28 50 placing and retrieving ca
71. ns Notes displays additional information about the employee that the attendant enters Notes can be edited only from the Notes list box at the top of the Directory dialog box Department displays the name of the department to which the employee belongs Enter the department by clicking the Edit button clicking Employee Information and using the Edit Employee Information dialog box Refer to Maintaining employee information on page 62 Sorting information in the Directory list tabs You can sort the employee information in the Directory list tabs by extension name notes or department In the Full Assigned and Selected views the information appears in columns with headings To sort alphabetically by Name Notes or Department In the Directory list click either the Name Notes or Department column heading The information sorts alphabetically by the column you select To sort by extension In the Directory list click the Ext column heading The information sorts numerically by extension Attendant Console User Guide 42 P0936571 02 43 Chapter 4 Handling calls With Attendant Console you can manage calls using a mouse or a keyboard When a call comes in you can respond to the caller using either a telephone or a headset If you use a headset your hands are free to use your PC The basic steps in processing an incoming call with Attendant Console include e answering a call Refe
72. nsion number appears in the Target list box Click the Transfer button Using the Directory Find box Use the Directory Find box to search by name Find po P To search by Name and move the target extension to theTarget list box 1 4 In the Find box type the first letter or letters of the person s last name or first name depending on how the employee names are entered For example if they are entered Jane Doe type j If they are entered Doe Jane type qd Click the Find button Any matching names are displayed in a list under the Full tab In the Directory list click the name of the employee being called The name appears in the Target list box To restore all names in the Full tab view click the Show All button After the search result is shown in the Full tab view the BLF Selected and Assigned tab views remain unchanged P0936571 02 47 Using the Department list box You can search for a name by department from the Full tab using the Department list box Department To search by department 1 Click the arrow of the Department list box The list appears displaying the departments associated with extensions Click a department name from the list and the department name appears in the Department list box Click the Find button The extensions that match the department appear in a list under the Full Directory tab view In the Directory list box click the nam
73. o access the Edit Employee Information window by clicking the Edit menu and clicking Employee Information Refer to The Edit Employee Information dialog box on page 38 and Maintaining employee information on page 62 The Edit Employee Information dialog box This dialog box appears when you click the Edit button in the Directory option Use the Edit Employee dialog box to change or add information about employees For further information refer to Maintaining employee information on page 62 Edit Employee Information Name z Assistant Extension Type xl Record Number Department Phone Contacts Voice Mail Box IFIx ESEE Close o Find New Name City State Province Zip Postal Code P0936571 02 39 The Edit Employee Information dialog box contains the following boxes that you can edit unless indicated otherwise Name contains the employee s name or the extension number if a name is not entered Type contains the classification of the employee record Employee is the default Department contains the employee s department name Phone contains the employee s telephone number You cannot edit this box City contains the employee s cty State Province displays the state or province of the employee ZIP Postal Code displays the ZIP code or Postal Code of the employee Assistant Extension displays the
74. og box appears to inform the assistant attendant of the call Internal calls from an extension to an assigned extension are not displayed on the assistant attendant s window Restoring the Attendant Console window Part time attendants can have the Attendant Console window minimized or under another window The attendant can restore the Attendant Console window from the taskbar by clicking the Attendant Console taskbar button A quicker method is to set the Attendant Console window to restore automatically The Client component can automatically restore the window when the attendant s extension goes off hook active To set the Attendant Console window to restore automatically 1 On the Tools menu click Options The Options dialog box appears with the Options tab open 2 Inthe Restore minimized Attendant screen when option click the Call Answered on Attendant extension check box 3 Click the OK button When an outside call arrives for an assigned extension a Call Notification dialog box appears to inform the assistant attendant of the call Internal calls from an extension to an assigned extension are not displayed on the assistant attendant s window Setting the Attendant Selected option The Selected tab lets the attendant view a selected subset of the full directory This is useful if the attendant s incoming calls are directed to a limited number of extensions To display selected extensions in the Directory list of the
75. ommunications Manager base unit including wireless Companion telephones Business Communications Manager Voice Messaging extensions and Hunt group extensions This view displays the maximum amount of extension and employee information allowed in the Directory list BLF displays extensions connected to the Business Communications Manager base unit including wireless Companion telephones Business Communications Manager Voice Messaging extensions and Hunt group extensions This view displays only the person status icon telephone status icon and employee name This allows more extensions to be displayed at once Assigned displays specific extensions for which an assistant attendant is responsible Like the Full tab view the Assigned tab view displays the maximum amount of extension and employee information allowed in the Directory list Extensions are assigned or removed from the Assigned tab view in the Options dialog box Refer to Assistant attendant setup on page 19 Selected displays a subset of the Full tab extensions The Selected tab view displays the maximum amount of extension and employee information allowed in the Directory list Selected extensions are useful if the attendant directs incoming calls to a limited number of extensions and wants to display only those extensions Extensions are added or removed from the Selected tab in the Options dialog box Directory list employee and extension information
76. on A new blank caller record is created with a new Record Number assigned Type the desired information in the boxes Press the Save button to save the new caller record To create a new caller record associated with an existing Caller ID when there are no active calls 1 On the Attendant Console window in the Caller Information options click the Edit button The Edit Caller Information dialog box appears Click the Find button The Find dialog box appears In the Name box type the name of another caller from the same company and click the OK button Click the New Name button The Name box clears The other boxes do not change Type the new caller s name Click the Save button The record is saved in the database Click the Close button If you click the Close button without clicking the Save button the Edit Caller Information dialog box closes without saving the changes Finding and editing caller information You can edit caller information at any time and save the changes To find caller information 1 In the Attendant Console window in the Caller Information options click the Edit button The Edit Caller Information dialog box appears Attendant Console User Guide 62 Click the Find button The Find dialog box appears Use the Find dialog box to find a caller s name in the database In the Name box type the first letter or letters of the caller s last name If the caller s first name is
77. onyms TBD AUI BootP BRI CSMA CD attachment unit interface Bootstrap Protocol basic rate interface catrier sense multiple access collision detection P0936571 02 DLCMI HDLC IP ISDN ISO ITU T MAC MAU MDI X NBMA OSPF PPP SMDS SNMP STP TPE Acronyms 9 Data Link Control Management Interface High level Data Link Control Internet Protocol Integrated Services Digital Network International Organization for Standardization International Telecommunication Union Telecommunication Standardization Sector formerly CCITT media access control media access unit medium dependent interface crossover nonbroadcast multi access Open Shortest Path First Point to Point Protocol Switched Multimegabit Data Service Simple Network Management Protocol shielded twisted pair twisted pair Ethernet Attendant Console User Guide 10 Acronyms P0936571 02 11 Chapter 1 Introduction to Attendant Console Business Communications Manager Attendant Console is an application that provides centralized call management and call activity reporting capability to a business Attendant Console runs on one or more Pentium class personal computers PCs You can customize the way Attendant Console is set up to suit your company s call management requirements A telephone attendant uses a graphical user interface to e originate calls e answer and manage multiple calls e view a company s name before answ
78. ovide quick and easy access to some of the Attendant Console functions To display the toolbar 1 Click the View menu and then click Toolbar The toolbar is displayed across the top of the Attendant window below the menu bar The toolbar buttons are Use the In and Out buttons to indicate whether or not you can take calls IN zur Use the Link button to access Centrex or CO line features such as off premise transfer or conference or other systems or i carriers while on an outside call For more information refer to Linking and Joining calls on page 52 Use the DTMF button to dial DTMF tone digits to the external number in the Target list box This must be used with the Link button and with outdialing on an active line to access other systems or carriers such as Centrex This button also sends special characters such as and from the Target list box to other services such as Interactive Voice Response IVR and Business Communications Manager messaging services P0936571 02 33 Use the Join button to connect two callers by joining the active call with the call that is on hold at the Attendant Console Refer to Linking and Joining calls on page 52 Use the View Parked button to display the Parked dialog box which lists parked calls Calls can be parked and retrieved from any telephone connected to your Business Communications Manager base unit Refer to Parking
79. pany The following buttons appear in the Edit Caller Information dialog box Save saves the caller record displayed in the boxes of the Edit Caller Information dialog box to the database Il Close closes the Edit Caller Information dialog box without saving the changes to the record Attendant Console User Guide 36 Find opens the Find dialog box in the Edit Caller Information dialog box creates a blank caller record that you can add information to New Caller creates a new name caller record using an existing caller record New Name All boxes except the Name box contain the existing caller information You must enter a new name deletes caller record displayed in the Edit Caller Information Delete Caller dialog box from the database PELE Using the call processing area Target Transfer Screen Page Call YMTranste Camp On Link Transfer The call processing area is at the top right of the Attendant window and includes e the Target list box e the Transfer Page VM Transfer Screen Call Camp On and Link Transfer buttons Target Use the Target list box to enter the extension or telephone 232 DavisKenry 2 Z number to call The following buttons are in the call processing area transfers the active call to the extension number in the Target list Transfer box P0936571 02
80. r to Answering calls as an attendant on pag e43 e finding the called person s extension and placing it in the Target list box Refer to Finding the called person s extension and placing it in the Target list box on page 45 e transferring a call Refer to Transferring a call on page47 Other telephone functions include e parking the incoming call and paging the employee Refer to Parking holding and screening calls on page 48 e linking and joining calls Refer to Linking and Joining calls on page 52 e handling a callback call Refer to Handling a callback call on pag e53 e making a call from the attendant s extension Refer to Making a call from the attendant s extension on pag e54 e managing calls at the employee s telephone Refer to Handling calls at an employee s telephone on page55 The following steps explain how you handle calls as an attendant using the Attendant window For further information about the Attendant window refer to Components of the Attendant Console window on page 23 Answering calls as an attendant The Attendant Console window uses six Loop buttons to answer calls Each Loop button can handle a single call in progress The color of the Loop button changes depending on the activity To show or hide inactive Loop buttons On the View menu click Hide Loop Buttons If the Loop buttons are hidden they appear when a call occurs If the Loop Ov
81. s job easier faster and more efficient see Table 1 P0936571 02 13 Table 1 Attendant Console PC compatibility Use of existing hardware You do not need to purchase additional dedicated hardware to use the power of Attendant Console If you have the minimum computer requirements all you need is the software that lets your computer communicate with the Business Communications Manager base unit Multi tasking Attendant Console works in a multi tasking environment You can use your PC for other tasks such as word processing in addition to attending to calls You can quickly switch from PC tasks to the Attendant window if there is an incoming call Graphical User Interface GUI Attendant Console has a GUI that has sophisticated features but is less complicated than other attendant consoles You can easily select the buttons to process incoming calls Very few key strokes are needed for most activities For example answering an incoming call and transferring it to an extension usually requires two steps clicking a Loop button to answer the call and double clicking the icon beside the called party s name to transfer the call The GUI provides you with at a glance information about the progress and status of calls Before you answer a call you know the caller s telephone number and how long the caller is waiting If a call transfers back to you the Attendant Console window immediately displays the status of the
82. tacts DOXES s oses saceceGiiweGieGEtaEGEPRRZA RYG RAKA 45 Using the Directory tab VIEWS 2555222222250 ee eee eee eee eee eee ees 46 Using the Directory Find BOX 2 000 002 eaee ewe eee awa we wean 46 Using the Department list BOX a csccesase cscs e wee ee aa ee cane ee eee 47 TANSISHING AGA 6 445066 ider 5450960800555 CE Oey bee Oh eheh ese Red Rs 47 Parking holding and Screening calls o ss skeen wee ee ee ee ado eee ees 48 Parking calls and paging employees 00 0 c eee eee eee ee 48 Placing and retrieving calls on hold 0 0 cece ee eee 50 Seen CANE cis ntee ent w dawi c ii FAROE RE Oe RW eeeEs HaeEIGees 51 Contacting employees using Voice Call 0 ee 51 Linkngand Joining calls oss eco deed eee Gb KAP See Gn A zaa 52 Jone a Call One awe TAE ETTA AS ETETEA TETT 52 Creating a conference Call uses easel GG GG GG detec vhad eee KKS 52 Handing a callback call o as coven eek DS oes GTA OWE eee ede ae He 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 0000 00 e eee 54 Handling calls at an employee s telephone 000 eee eee eee 55 P0936571 02 Contents 5 Chapter 5 Maintaining caller and employee information 22 11111 59 Maintaining caller information 00002 e eee ee eee eee ees 59 Creating a
83. the different types of reports In most cases you use the database installed on the Business Communications Manager base unit system However if you make backups of the database for archiving purposes Reports can also use these backups If you are generating reports from a PC that does not have the database stored locate the database on the Business Communications Manager base unit through Network Neighborhood Check with the System Administrator to ensure that the database is a shared file To load the database 1 On the Reports window at the Database option click the Select button The Open dialog box appears 2 Inthe File name box type name of server consoleservicedb where name of server is the name of your Business Communications Manager base unit If you do not know the name of the server ask your System Administrator Click the Open button Click ConsoleService mdb Click the Open button The database loads to your PC and the database path appears in the Current Database box 6 Click the Close button to return to the Attendant window Selecting a report type After you load a database select the type of report To select a report type 1 From the Report Type list box select your report Setting the report period Some reports require a report period The report period defines the time span for which data is considered If you choose a report type that does not require a report period the Period list box is unava
84. ton The Edit Caller Information dialog box appears Edit Caller Information Name Caller Type Company Phone City State Province Zip Postal Code tc ___ I I A Caller ID Name Save Caller ID Number Close Record Number _ Find r Contacts New Caller New Name Delete Caller ALA I The Edit Caller Information dialog box contains the following boxes Name contains the caller s name A first time caller name is the Caller ID name provided by the telephone company You can change this Caller ID name to the caller s name Caller Type contains the classification of the caller There are five types Unclassified Personal Employee Vendor and Customer Company contains the name of the company associated with the caller The Caller ID name automatically appears in this box You can edit the name here or in the Caller Information options Phone contains the telephone number of the caller City State Province and ZIP Postal Code contains the caller s address Caller ID Name and Caller ID Number contains information provided through subscription by the public switched telephone network Record Number contains a unique caller record identifier number You cannot change the information in this box Contacts lists the caller s three most frequently called persons in your com
85. ttendant Console window You can minimize and maximize the Attendant Console window depending on your needs To minimize the Attendant Console window 1 Inthe title bar click Minimize The Attendant Console window minimizes To maximize the Attendant Console window 1 On the taskbar click the Attendant Console taskbar button The Attendant Console window returns to full screen size Quitting the Client component To quit the Client component 1 On the File menu click Exit or on the title bar click the Close box A message appears asking if you want to quit Attendant Console 2 Click the Yes button Attendant Console User Guide 16 You can also shut down the Client component from the Windows taskbar by right clicking the Attendant Console taskbar button and clicking the Close button Initializing and configuring the Client component You must set up each PC that has the Client component installed to handle calls either as a full time main attendant part time main attendant backup attendant overflow attendant or assistant attendant Starting the Client component for the first time To start and set up the Client component 1 On the taskbar click Start point to Programs point to Attendant Console and click Attendant The Client component starts The first time the Client component starts after installation the Enter Attendant Options dialog box appears In the Attendant Extension box type the extension n
86. umber of the attendant If the network has more than one Attendant Console Server running you must enter the Server ID for the Business Communications Manager base unit you want to use in the Server ID box The Server ID refers to the Windows TCP IP host name of the Server PC If you do not know the Server ID ask your System Administrator 4 Click the OK button The Tip of the Day dialog box appears over the Attendant Console window 5 Click the Close button to see the Attendant Console window see Figure 1 P0936571 02 17 Figure 1 Attendant Console window laj File Edit View Tools Transfer Caller Target Attendant Help Caller Information Contacts Target Name y z Caller Type E Transfer Screen Company Page Call Note VMTranster Camp On Edit Hold Release Park Page Link Transfer Directory Status he Make Caller Eind Show All Note z Department fsal Edit Full BLF Assigned Selected Name Ext Notes Department De ee Ready Thursday March 3 2000 10 11 14AM When the setup is complete the Directory list displays the Business Communications Manager extensions connected to the Business Communications Manager base unit Types of attendant setups You must set up each PC that has the Client component installed to handle calls either as a main attendant overflow attendant backup attendant or assistant attendant Full time main attendant setup
87. used instead of their last name type the first letter or letters of the caller s first name Click the OK button or press the Enter key The Find dialog box closes Any matching names appear in the Name list box of the Edit Caller Information dialog box If there is more than one name a list appears below the Name box Click the caller name you want to edit The information about the caller appears in the Edit Caller Information dialog box To edit a caller s record 1 Make sure the caller name you want to edit appears in the Edit Caller Information dialog box Click the box you want to edit and make the change Repeat if needed Click the Save button to save the changes to the database Click the Close button to close the Edit Caller Information dialog box Note If you answer a call and then open the Edit Caller Information dialog box without first selecting a name from the Name box list you must click the Edit button twice To delete a caller record In the Attendant Console window in the Caller Information options click the Edit button The Edit Caller Information dialog box appears Make sure the caller name you want to delete appears Click the Delete Caller button The record that appears in the Edit Caller Information dialog box is deleted from the database Maintaining employee information When Attendant Console is installed employee information is provided by the Business Communications Manager bas
88. you select a category from the list box a corresponding icon appears in the first column of the Directory list The available category are None Not at Desk and Out of Office used to enter information about individual employees Make Caller Note fo Make Caler changes the caller or Caller ID record to an employee record if an employee calls in from outside This prevents an employee name from appearing in the caller record related to the Caller ID name or number Attendant Console User Guide 38 Find Department I v finds names of individual employees or groups of employees by department The Find box finds employee by name The Department box finds employees by department Type the first few letters of the name in the Find box and click the Find button Names that start with the letters appear in the Directory list To search by department select a department from the Department list box and then click the Find button Employees in the selected department appear in the Directory list resets the Full tab Directory view to display all names and extensions Show All Ea Edit opens the Edit Employee Information dialog box If you select a name or extension in the Directory list information about to that name or extension appears in the dialog box If you do not select a name or extension the Edit Employee Information dialog box is empty You can als

Nortel Networks P0936571 02 Telephone User Manual

Contents

Download Pdf Manuals

Related Search

Related Contents