Nortel P0908544 - Manuals

P0908544 Issue 01 Enterprise Edge Attendant Console User Guide Introduction to Enterprise Edge Attendant Console Enterprise Edge Attendant Console is an application that provides centralized call management and call activity reporting capability to a business. Enterprise Edge Enterprise Edge Attenda...

8 Introduction to Enterprise Edge Attendant Console Enterprise Edge Attendant Console User Guide P0908544 Issue 01 About this guide This document describes how Enterprise Edge Enterprise Edge Attendant Console works and how to use it in your company. The instructions in this guide are intended for e...

Introduction to Enterprise Edge Attendant Console 9 P0908544 Issue 01 Enterprise Edge Attendant Console User Guide Access keys In Enterprise Edge 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 and release...

10 Introduction to Enterprise Edge Attendant Console Enterprise Edge Attendant Console User Guide P0908544 Issue 01 Processing a call with right-click capability Right-click capability helps you process calls faster by minimizing mouse movement. You can use right-click capability for these call proc...

P0908544 Issue 01 Enterprise Edge Attendant Console User Guide Understanding Enterprise Edge Attendant Console Enterprise Edge Attendant Console is a client/Enterprise Edge server software application that consists of the following three interrelated components: • Server component. Refer to Server c...

12 Understanding Enterprise Edge Attendant Console Enterprise Edge Attendant Console User Guide P0908544 Issue 01 Reports component The Reports component provides information about incoming calls to your company. Reports can help you identify trends and find answers to questions before they become p...

Understanding Enterprise Edge Attendant Console 13 P0908544 Issue 01 Enterprise Edge Attendant Console User Guide Attractiveness of PC compatibility Enterprise Edge Attendant Console combines telecommunications with personal computing to make the attendant’s job easier, faster and more efficient. At...

P0908544 Issue 01 Enterprise Edge Attendant Console User Guide Getting started After your Enterprise Edge Attendant Console system is set up and checked by the installer or System Administrator, you can use the Enterprise Edge Attendant Console components. Before you handle calls, make sure you know...

16 Getting started Enterprise Edge Attendant Console User Guide P0908544 Issue 01 Quitting the Attendant component To quit the Attendant component: 1. On the File menu click Exit oron the title bar click the Close box.A message appears asking if you want to quit Enterprise Edge Attendant Console. 2....

18 Getting started Enterprise Edge Attendant Console User Guide P0908544 Issue 01 The Attendant component displays all 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...

Getting started 19 P0908544 Issue 01 Enterprise Edge Attendant Console User Guide To set up the backup attendant: 1. On the Tools menu click Options. The Options dialog box appears with the Options tab open. 1. In the Redirect calls to option in the Extension box, type the backup attendant’s extensi...

Getting started 21 P0908544 Issue 01 Enterprise Edge Attendant Console User Guide Setting up other attendant features Call notification There are two ways Enterprise Edge Attendant Console can notify an attendant of incoming calls: • If an attendant keeps the Attendant window minimized and works on ...

22 Getting started Enterprise Edge Attendant Console User Guide P0908544 Issue 01 Automatically restoring the Attendant window when a call comes in Part-time attendants can have the Attendant window minimized or under another window. The attendant can restore the Attendant window from the taskbar by...

Getting started 23 P0908544 Issue 01 Enterprise Edge Attendant Console User Guide Setting Transfer options for the voice message mailbox and linking If your Enterprise Edge server is not connected to a Centrex switch or is not connected to Enterprise Edge Voice Messaging, you can disable the Link Tr...

P0908544 Issue 01 Enterprise Edge Attendant Console User Guide Using the Attendant window This section explains how to use the buttons and options on the Enterprise Edge Attendant Console Attendant window with the mouse and the keyboard. Components of the Attendant window The Enterprise Edge Attenda...

26 Using the Attendant window Enterprise Edge Attendant Console User Guide P0908544 Issue 01 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 i...

Using the Attendant window 27 P0908544 Issue 01 Enterprise Edge Attendant Console User Guide Directory list The Directory list is at the bottom of the Attendant window and has three sections: Status Bar To display the Status Bar: 1. Click View and then click Status Bar. The Status Bar contains: Dire...

28 Using the Attendant window Enterprise Edge Attendant Console User Guide P0908544 Issue 01 Using the menu bar The menu bar contains the menus on the Enterprise Edge Attendant Console Attendant window. Help tips appear in the Status bar at the bottom of the Attendant window if you move the mouse po...

Using the Attendant window 29 P0908544 Issue 01 Enterprise Edge Attendant Console User Guide View menu The View menu contains: Tools menu The Tools menu contains: Toolbar shows/hides the toolbar. Status Bar shows/hides the Status Bar. Hide Loop Buttons shows/hides the inactive Loop buttons. When sel...

30 Using the Attendant window Enterprise Edge Attendant Console User Guide P0908544 Issue 01 Transfer menu 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 displayed in the first box of the...

Using the Attendant window 31 P0908544 Issue 01 Enterprise Edge Attendant Console User Guide Caller menu 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 c...

32 Using the Attendant window Enterprise Edge Attendant Console User Guide P0908544 Issue 01 Target menu The Target menu contains: Attendant menu The Attendant menu contains: Call initiates a call from the attendant extension to the number in the Target list box. The Call button performs the same fu...

Using the Attendant window 33 P0908544 Issue 01 Enterprise Edge Attendant Console User Guide Help menu The Help menu contains: Using the toolbar The toolbar contains several buttons that provide quick and easy access to some of the Enterprise Edge Attendant Console functions. To display the toolbar:...

34 Using the Attendant window Enterprise Edge Attendant Console User Guide P0908544 Issue 01 Words and colors on Loop buttons: Use the View Parked button to display the Parked dialog box, which lists any parked calls. Calls can be parked and retrieved from any Enterprise Edge telephone connected to ...

Using the Attendant window 35 P0908544 Issue 01 Enterprise Edge Attendant Console User Guide Using Caller Information options Caller Information options are in the top, center of the Attendant window. Caller Information options contain information about the caller that appears in the boxes when you ...

36 Using the Attendant window Enterprise Edge Attendant Console User Guide P0908544 Issue 01 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: 1. Below the Caller Information...

Using the Attendant window 37 P0908544 Issue 01 Enterprise Edge Attendant Console User Guide The following buttons appear in the Edit Caller Information dialog box: Using the call processing area The call processing area is at the top right of the Attendant window and includes: • the Target list box...

38 Using the Attendant window Enterprise Edge Attendant Console User Guide P0908544 Issue 01 The following buttons are in the call processing area: Using the Director y options The Directory options are at the bottom of the Attendant window. They contains tabbed directories that show various views o...

40 Using the Attendant window Enterprise Edge Attendant Console User Guide P0908544 Issue 01 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 fur...

Using the Attendant window 43 P0908544 Issue 01 Enterprise Edge Attendant Console User Guide The remainder of the columns in the Directory list are labeled as follows: Sorting information in the Directory list tabs Extension and employee information contained in the Directory list tabs can be sorted...

P0908544 Issue 01 Enterprise Edge Attendant Console User Guide Handling calls With Enterprise Edge Attendant Console, you can manage calls using either your PC’s mouse or the keyboard. When a call comes in, you can respond to the caller using either the telephone or a headset. Note: You can use a he...

Handling calls 47 P0908544 Issue 01 Enterprise Edge Attendant Console User Guide 2. Answer the call with your company greeting and determine from the caller to whom they wish to speak. If you are answering a call from this number or company for the first time, you can enter caller information. For f...

48 Handling calls Enterprise Edge Attendant Console User Guide P0908544 Issue 01 Using the Directory tab views The tab views in the Directory dialog box contains various views of extensions. To search by Extension or Name: 1. Click the Full, BLF, Assigned or Selected tab. 2. Click the extension, the...

Handling calls 49 P0908544 Issue 01 Enterprise Edge Attendant Console User Guide Using the Department list box You can search for a name by department from the Full tab using the Department list box. To search by department: 1. Click the arrow of the Department list box. A list of departments associ...

Handling calls 51 P0908544 Issue 01 Enterprise Edge Attendant Console User Guide To transfer a call to an outside number: 1. With an active incoming call on Enterprise Edge Attendant Console, in the Target list box type an outside telephone number. 2. Click the Link Transfer button. The Loop button ...

54 Handling calls Enterprise Edge Attendant Console User Guide P0908544 Issue 01 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. T...

Handling calls 55 P0908544 Issue 01 Enterprise Edge Attendant Console User Guide Screening calls You can screen calls by talking with the employee and asking whether they want to talk to the caller. To screen/transfer a call: 1. Click the Screen button. The active call goes on hold. The Loop button ...

56 Handling calls Enterprise Edge Attendant Console User Guide P0908544 Issue 01 Linking and Joining calls Using Enterprise Edge Attendant Console, you can link calls to create conference calls or have callers join existing calls to also create conference calls. Note: Use the DTMF button to transfer...

Handling calls 57 P0908544 Issue 01 Enterprise Edge Attendant Console User Guide Handling a callback call There are two types of calls that return to Enterprise Edge Attendant Console: • a call that is not answered at the extension to which it was transferred • a call that the called person returns ...

Handling calls 59 P0908544 Issue 01 Enterprise Edge Attendant Console User Guide 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 does not require special characters s...

60 Handling calls Enterprise Edge Attendant Console User Guide P0908544 Issue 01 Managing calls at the employee’s telephone Enterprise Edge Attendant Console has features that let employees manage their calls from their telephones. After a call is routed to an extension, a low-level audible tone ale...

Handling calls 61 P0908544 Issue 01 Enterprise Edge Attendant Console User Guide To send the caller to Enterprise Edge Voice Messaging: 1. Press the VM display button on the telephone. The call automatically transfers to the called person’s voice message mailbox. To join the caller with another call...

P0908544 Issue 01 Enterprise Edge Attendant Console User Guide Maintaining caller and employee information Enterprise Edge Attendant Console manages both caller and employee information. Maintaining caller information When your company is called, information about the caller from the Enterprise Edge...

66 Maintaining caller and employee information Enterprise Edge Attendant Console User Guide P0908544 Issue 01 3. In the Name box type the name of another caller from the same company and click the OK button. 4. Click New Name and the Name box is cleared. The other boxes are unaltered. 5. Type the ne...

Maintaining caller and employee information 67 P0908544 Issue 01 Enterprise Edge Attendant Console User Guide 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 need...

68 Maintaining caller and employee information Enterprise Edge Attendant Console User Guide P0908544 Issue 01 Working with the Directory list Information in the Directory list appears in ascending order (for example, 1 to 9 or A to Z), and sorting is based on the contents of only one column at a tim...

Maintaining caller and employee information 69 P0908544 Issue 01 Enterprise Edge Attendant Console User Guide To search by name: 1. In the Attendant window, in the Directory options, click the Edit button. The Edit Employee Information dialog box appears. For more information, refer to The Edit Empl...

70 Maintaining caller and employee information Enterprise Edge Attendant Console User Guide P0908544 Issue 01 To search for an individual in a department: 1. From the Department box select a department. 2. In the Find box type the person’s name. 3. Click the Find button. Any extensions that match th...

72 Maintaining caller and employee information Enterprise Edge Attendant Console User Guide P0908544 Issue 01 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 t...

Maintaining caller and employee information 73 P0908544 Issue 01 Enterprise Edge Attendant Console User Guide To save employee edit changes: 1. In 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 employe...

P0908544 Issue 01 Enterprise Edge Attendant Console User Guide Generating reports Enterprise Edge Attendant Console automatically 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...

76 Generating reports Enterprise Edge Attendant Console User Guide P0908544 Issue 01 Extension Directory report The Extension Directory report lists the employees who are in the Enterprise Edge Attendant Console database and the information in their call record. Working with the Reports window To op...

Generating reports 77 P0908544 Issue 01 Enterprise Edge Attendant Console User Guide Period list box Note: The Period list box is active if: • you select a valid database and • you select a Report Type requires you to define a Report Period. opens the One Week dialog box from which you can specify a...

78 Generating reports Enterprise Edge Attendant Console User Guide P0908544 Issue 01 Employees and Customers options Use these options to define customers or employees to generate a report for. The Employees and Customer options contain Note: The All and Select options for Employees or Customers are...

Generating reports 79 P0908544 Issue 01 Enterprise Edge Attendant Console User Guide Creating and viewing reports Use the Reports component to generate quality reports for analyzing telephone use at your organization. The following section provides the steps required to generate reports, including: ...

80 Generating reports Enterprise Edge Attendant Console User Guide P0908544 Issue 01 Selecting a report type After you load a database, decide what type of report to produce. To select a report type: 1. From the Report Type list box select your report. Setting the report period Some reports require ...

82 Generating reports Enterprise Edge Attendant Console User Guide P0908544 Issue 01 Selecting employees and customers for the report Some report types, especially those that deal with call data, allow you to choose sets of employees, customers, or both, for which the data is summarized in the repor...

Generating reports 83 P0908544 Issue 01 Enterprise Edge Attendant Console User Guide Create Report button When all the data needed to create a report is provided in the other report controls, the Create Report button is available. To create a report: 1. Click the Create Report button. This starts th...

84 Generating reports Enterprise Edge Attendant Console User Guide P0908544 Issue 01 Printing a report When a report is in the Report Viewing area, the Print button becomes available. To print a report: 1. Click the Print button. The report prints to the default printer. You can change default print...

P0908544 Issue 01 Enterprise Edge Attendant Console User Guide Glossar y 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 a...

Glossary 87 P0908544 Issue 01 Enterprise Edge Attendant Console User Guide Stand-alone model A stand-alone model is a Enterprise Edge 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 ...

P0908544 Issue 01 Enterprise Edge Attendant Console User Guide Index Numerics 1st Contact, 30 2nd Contact, 30 3rd Contact, 30 A About Enterprise Edge Attendant Console 33 Active Call 34 Adding notes to employee records 72 All extensions 20 All extensions box 22 Answer next 31 Answering calls as an a...