Nortel P0936571 02 - Manuals

8 Acronyms P0936571 02 Acronyms This guide uses the following acronyms (TBD): ellipsis points (. . . ) Indicate that you repeat the last element of the command as needed.Example: If the command syntax is ethernet/2/1 [ <parameter> <value> ] ... , you enter ethernet/2/1 and as many parame...

11 Attendant Console User Guide Chapter 1Introduction 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 persona...

12 P0936571 02 The Server component collects and manages call-processing information in a database that can be used for reporting purposes. Client component The Client component has an easy-to-use graphical user interface (GUI). The Attendant Console window displays information about incoming caller...

13 Attendant Console User Guide Table 1 Attendant Console-PC compatibility. 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 stro...

14 P0936571 02 Table 2 Attendant Console’s advanced software capabilities 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 th...

15 Attendant Console User Guide Chapter 2Getting 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 component...

16 P0936571 02 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 ...

17 Attendant Console User Guide Figure 1 Attendant Console window 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 c...

18 P0936571 02 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 In the Attendant option, in the My Extension box, type the extension number of the attendant’s telephone. 3 Click the OK button. Part-time...

19 Attendant Console User Guide 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 ...

20 P0936571 02 1 On the Tools menu, click Options . The Options dialog box appears with the Options tab open. 2 In the My extensio n box, type the assistant attendant’s extension. 3 Click the OK button. To add or remove an assistant attendant’s assigned extensions: 1 On the Tools menu, click Options...

21 Attendant Console User Guide 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...

22 P0936571 02 To remove an extension from the Selected extensions list, click the extension number in the Selected extensions list and click << . 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 ...

23 Attendant Console User Guide Chapter 3Using the Attendant Console window This section explains how to use the components of the Attendant Console window. Components of the Attendant Console window The Attendant Console window components are shown in Figure 2 : Figure 2 Attendant Console window co...

25 Attendant Console User Guide Table 3 Directory options Status Bar To display the Status Bar: 1 Click View and then click Status Bar . The Status Bar contains the components shown in Table 4 . Table 4 Status bar components Using the menu bar The menu bar contains the menus on the Attendant Console...

26 P0936571 02 Edit menu The Edit menu contains: View menu The View 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 Clip...

27 Attendant Console User Guide Tools menu The Tools menu contains: Transfer menu The Transfer menu contains: Reports star ts 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 S...

28 P0936571 02 Caller menu The Caller menu contains: 3rd Contact transfers the active call to the caller’s third contact. 3rd Contact is enabled if there is an active call and a contact in the third box of the Contacts list. Transfer to Target transfers the active call to the extension in the Target...

29 Attendant Console User Guide Target menu The Target menu contains: Attendant menu The Attendant menu contains: Help menu 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 Att...

30 P0936571 02 The Help menu contains: 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: •...

31 Attendant Console User Guide Table 5 Edit Menu shortcut keys Table 6 Transfer Menu shortcut keys: Table 7 Caller Menu shortcut keys 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...

32 P0936571 02 Figure 3 Right-click capability Using the toolbar The toolbar contains several buttons that provide 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 A...

33 Attendant Console User Guide Words and colors on Loop buttons: 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. Use the Join button to connec...

34 P0936571 02 Caller Information options include: • Name, Caller Type list boxes (Unclassified, Personal, Employee, Vendor, or Customer), Company and Note boxes • Contacts boxes that display the three numbers the caller most frequently calls in your company The following buttons appear in the Calle...

35 Attendant Console User Guide 1 Below the Caller Information options, click the Edit button. The Edit Caller Information dialog box appears. The Edit Caller Information dialog box contains the following boxes: The following buttons appear in the Edit Caller Information dialog box: Name contains th...

36 P0936571 02 Using the call processing area The call processing area is at the top right of the Attendant window and includes: • the Target list box • the Transfer, Page, VMTransfer, Screen, Call, Camp On and Link Transfer buttons. The following buttons are in the call processing area: opens the F...

37 Attendant Console User Guide 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 ...

38 P0936571 02 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 . fin...

39 Attendant Console User Guide The Edit Employee Information dialog box contains the following boxes that you can edit, unless indicated otherwise: The following buttons appear in the Edit Employee Information dialog box: Name contains the employee’s name or the extension number if a name is not en...

40 P0936571 02 Directory list Directory list tab views There are four Directory list views that are accessed by clicking tabs. They are:. Directory list employee and extension information Each Directory list tab view shows the following employee and extension information.. Full displays extensions c...

41 Attendant Console User Guide The other columns in the Directory list are: 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 c...

43 Attendant Console User Guide Chapter 4Handling 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 proc...

44 P0936571 02 • 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. • 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 s...

45 Attendant Console User Guide 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, includi...

47 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. The list appears displaying the departments associated with extensions. 2 Clic...

48 P0936571 02 To transfer using the Target list box: 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 tr...

50 P0936571 02 3 Click the Retrieve button. or 1 On the toolbar, click . The Parked Calls dialog box appears. 2 Select the parked call. 3 Click the Retrieve button. To view parked calls: 1 On the Caller menu, click View Parked Calls . The Parked Calls dialog box appears, displaying: • the park numbe...

51 Attendant Console User Guide 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 extens...

53 Attendant Console User Guide 4 When the conference call is finished, click the Release button to disconnect from the call. Handling a callback call There are two types of calls that return to Attendant Console: • an unanswered transfer call • a call that the called person returns to you for atten...

54 P0936571 02 • IntAct. 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 Ca...

55 Attendant Console User Guide 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 extensio...

56 P0936571 02 • send a call back to the attendant to ask the caller if they wish to interrupt the current call • send a call back to the attendant who then routes it to an assistant attendant To talk to a caller: 1 Press the Talk display button to automatically connect with the call, or pick up the...

57 Attendant Console User Guide 2 The attendant refers to the Assistant extension box in the Edit Employee Information dialog box and enters the Assistant extension number in the Target list box. 3 The attendant transfers the call to the Assistant extension.

59 Attendant Console User Guide Chapter 5Maintaining 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 Cal...

61 Attendant Console User Guide 2 Click the New Caller button. This clears only the Name box in the Edit Caller Information dialog box. The other boxes do not change. 3 In the Name list box type the new caller’s name. 4 Click the Save button when you are done to save the record. To create a new call...

62 P0936571 02 2 Click the Find button. The Find dialog box appears. Use the Find dialog box to find a caller’s name in the database. 3 In the Name box, type the first letter or letters of the caller’s last name. If the caller’s first name is used instead of their last name, type the first letter or...

63 Attendant Console User Guide 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 orde...

64 P0936571 02 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. 4 Click the OK button or press the Enter key. The Find dialog box closes. An...

65 Attendant Console User Guide 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 changing an extension, changing the person status of an extension or by creating a new name for an exten...

66 P0936571 02 To assign the name of an employee to a caller record: 1 In the 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 ...

69 Attendant Console User Guide Chapter 6Generating 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 t...

70 P0936571 02 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 win...

71 Attendant Console User Guide Period list box The Period list box is available if: • you select a valid database and • you select a report type that requires you to define a report period. Employees and Customers options Use these options to define the customers or employees who will be the subjec...

72 P0936571 02 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. The program records the items you selected from this dialog box the last time you created a report. When the dialog box o...

73 Attendant Console User Guide • select employees and customers • create and preview the report • 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 the different types of reports. In most ca...

75 Attendant Console User Guide 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. Selecting employees and customers for the report Some types of reports, especially those that concern c...

77 Attendant Console User Guide 3 Click the OK button and the report prints orclick 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 repo...

79 Attendant Console User Guide 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 ...

Glossary 81 Attendant Console User Guide VM Voice mail or voice message mailbox.

Attendant Console User Guide 83 Index Numbers 1st 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 attend...