Nortel Attendant Console - Manual

8 Chapter 1 Introduction to Attendant Console P0936572 02 Attendant Console components Attendant Console is a software application that has three interrelated components: • Server component • Client component • Reports component The Server component The Server component: • communicates with your Bus...

Chapter 1 Introduction to Attendant Console 9 Attendant Console User Guide Attendant Console features There are many features and benefits associated with Attendant Console. Computer compatibility Attendant Console combines telecommunications with personal computing to make your job easier, faster a...

10 Chapter 1 Introduction to Attendant Console P0936572 02 Choice of Attendant types You can set up each computer to handle calls either as a main attendant, or an overflow, backup or assistant attendant. Each attendant type gives you flexibility in responding to calls. This ensures that calls can b...

11 Attendant Console User Guide Chapter 2Getting started Configuring Attendant Console You must set up each computer that has Attendant Console installed to handle calls either as a full-time main attendant, part-time main attendant, or a backup, overflow or assistant attendant. Every Client compone...

12 Chapter 2 Getting started P0936572 02 Types of attendant setups You must set up each computer that has Attendant Console installed to handle calls either as a full-time main attendant, part-time main attendant, or a backup, overflow or assistant attendant. The following section explains the diffe...

Chapter 2 Getting started 13 Attendant Console User Guide Part-time main attendant The part-time main attendant can answer incoming calls and performs tasks on the computer such as word processing. The difference between the full-time main attendant setup and the part-time main attendant setup is th...

14 Chapter 2 Getting started P0936572 02 Backup attendant 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 attenda...

16 Chapter 2 Getting started P0936572 02 Overflow attendant An overflow attendant receives calls that are redirected from another attendant position whose Loop buttons are occupied with calls. For example, if a main attendant is handling six incoming calls, the next call is redirected to the overflo...

Chapter 2 Getting started 17 Attendant Console User Guide Assistant attendant 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 w...

18 Chapter 2 Getting started P0936572 02 Adding or removing an assistant attendant’s assigned extensions 1 On the Tools menu, click Options.The Options dialog box appears with the Options tab displayed. 2 Click the Assigned tab. To add an extension, click the extension you want in the All extensions...

Chapter 2 Getting started 19 Attendant Console User Guide 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 minimised and works on other tasks, they are notified o...

20 Chapter 2 Getting started P0936572 02 Restoring the Attendant Console window Part-time attendants can have the Attendant Console window minimised or under another window. The attendant can restore the Attendant Console window from the taskbar by clicking the Attendant Console taskbar button. A qu...

Chapter 2 Getting started 21 Attendant Console User Guide 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 extensions 1 O...

22 Chapter 2 Getting started P0936572 02 Disabling Transfer options If your Business Communications Manager 2.5 system is not connected to a Centrex switch or is not connected to CallPilot, you can disable the Link Transfer or VM Transfer buttons on the Attendant Console window. To disable the Trans...

23 Attendant Console User Guide Chapter 3Using the Attendant Console window This chapter explains how to use the Attendant Console window. Components of the Attendant Console window menu bar Loop buttons toolbar Caller Information options Directory options Call processing area Status bar

24 Chapter 3 Using the Attendant Console window P0936572 02 Status bar To display the Status bar: 1 On the View menu click Status bar. Attendant Console menus If you hover your mouse pointer over the menu commands the Help tips appear in the Status bar at the bottom of the Attendant Console window. ...

Chapter 3 Using the Attendant Console window 25 Attendant Console User Guide Edit menu View menu Cut Cuts the selected text and moves it to the clipboard. Copy Copies the selected text to the clipboard. Paste Pastes the contents of the clipboard at the insertion point. Dial Paste Dials the number in...

26 Chapter 3 Using the Attendant Console window P0936572 02 Tools menu 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 h...

Chapter 3 Using the Attendant Console window 27 Attendant Console User Guide Transfer menu 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 ...

28 Chapter 3 Using the Attendant Console window P0936572 02 Caller menu Target menu 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 54 . Release Disconnects the act...

Chapter 3 Using the Attendant Console window 29 Attendant Console User Guide Attendant menu Help menu In Toggles with the Out command. When set to In, you are taking calls. Out Toggles with the In command. When set to Out, you are not taking calls. Calls that ring at your telephone are forwarded to ...

30 Chapter 3 Using the Attendant Console window P0936572 02 Using keystroke commands You can use keystroke commands to do many tasks quickly in Attendant Console. Access keys In Attendant Console, each menu and command has an underlined letter called an access key. 1 Press the Alt key.This gives you...

Chapter 3 Using the Attendant Console window 31 Attendant Console User Guide Keystroke commands with the Alt 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...

32 Chapter 3 Using the Attendant Console window P0936572 02 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 On the View menu click Toolbar.The toolbar is displayed across the top of the Att...

Chapter 3 Using the Attendant Console window 33 Attendant Console User Guide About 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 wor...

34 Chapter 3 Using the Attendant Console window P0936572 02 Using Caller Information options The Caller Information options display information about the caller that is stored in the Business Communications Manager 2.5 system database. Name Displays the name of the caller. Caller Type Unclassified, ...

Chapter 3 Using the Attendant Console window 35 Attendant Console User Guide 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 options, click th...

Chapter 3 Using the Attendant Console window 37 Attendant Console User Guide Using the call processing area Use the Target list box and the Call Processing buttons to make and transfer calls. The call processing area contains: Use the Target list box to enter the extension or telephone number to cal...

Chapter 3 Using the Attendant Console window 39 Attendant Console User Guide 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 more information, r...

Chapter 3 Using the Attendant Console window 41 Attendant Console User Guide Using the Directory options The Directory options are at the bottom of the Attendant Console window. The Directory options are tabbed directories that show views of the extensions on the Business Communications Manager 2.5 ...

42 Chapter 3 Using the Attendant Console window P0936572 02 Directory tabs 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...

Chapter 3 Using the Attendant Console window 43 Attendant Console User Guide Directory list employee and extension information Each Directory list tab view shows the following employee and extension information.. Directory list columns Note: The first two columns are not labeled and contain only ico...

44 Chapter 3 Using the Attendant Console window P0936572 02 Sorting information in the Directory list 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. ...

45 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 computer. Basic call proces...

46 Chapter 4 Handling calls P0936572 02 Answering calls as an attendant The Attendant Console window has six Loop buttons for call answering. Refer to “About Loop buttons” on page 33 . Each Loop button can handle a single call in progress. The color of the Loop button changes depending on the activi...

Chapter 4 Handling calls 47 Attendant Console User Guide 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 35 ....

48 Chapter 4 Handling calls P0936572 02 Using the Target list box After you answer a call, click the called extension to put it in the Target list box.There are four ways to find the correct extension when you are ready to process a call: • “Using the Contacts boxes” on page 48 • “Using the Director...

Chapter 4 Handling calls 49 Attendant Console User Guide Using the Directory tabs The tabs in the Directory dialog box show information about extensions. To search by extension or name 1 Click the Full, BLF, Assigned or Selected tab. 2 Click the extension, the name or the department of the employee ...

50 Chapter 4 Handling calls P0936572 02 Using the Directory Find box Use the Directory Find box to search by name. To search by Name and put an extension in the Target list box 1 In the Find box, type the first letter or letters of the person’s last name or first name, depending on how the employee ...

Chapter 4 Handling calls 51 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 ...

52 Chapter 4 Handling calls P0936572 02 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. To transfer using the Contacts box 1 Double-click the telephon...

Chapter 4 Handling calls 53 Attendant Console User Guide 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 Ta...

54 Chapter 4 Handling calls P0936572 02 Parking, holding and screening calls With Attendant Console you can screen calls for a employee, put the calls on hold and park calls so that you can page the employee. You can also talk to the employee in intercom mode using Voice Call. Parking calls and pagi...

Chapter 4 Handling calls 55 Attendant Console User Guide 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. 3 Click the Retrieve button. or 1 On the toolbar, click . The Parked Calls dialog box appears. 2 Select the ...

56 Chapter 4 Handling calls P0936572 02 To view parked calls 1 On the Caller menu, click View Parked Calls.The Parked Calls dialog box appears, displaying: • the park number of the call • the caller’s name (from the Name box of the Caller Information list box) • the name or extension of the called e...

Chapter 4 Handling calls 57 Attendant Console User Guide 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 h...

58 Chapter 4 Handling calls P0936572 02 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 ...

Chapter 4 Handling calls 59 Attendant Console User Guide Contacting employees using Voice Call You can use this feature as an intercom to talk directly through the speaker of the employee’s telephone. 1 In the Target list box type or enter the extension of the employee. 2 On the toolbar, click . 3 S...

60 Chapter 4 Handling calls P0936572 02 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 incoming call on a Loop button 1 On the toolbar click . ...

Chapter 4 Handling calls 61 Attendant Console User Guide 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. 2 Click the Link Transfer button.The Loop button label sh...

62 Chapter 4 Handling calls P0936572 02 Handling a callback call There are two types of calls that return to Attendant Console: • an unanswered transfer call • a call that the employee returns to you for attendant handling Responding to a callback that an extension did not answer A callback can be a...

Chapter 4 Handling calls 63 Attendant Console User Guide To process a Hold call 1 Tell the caller that the employee requests that they hold. 2 In the Target list box enter the employee’s extension. 3 Click the Camp On button.The call is camped to the employee’s extension. To process an Assist call 1...

64 Chapter 4 Handling calls P0936572 02 Making a call from your 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...

Chapter 4 Handling calls 65 Attendant Console User Guide Handling calls at an employee’s telephone With Attendant Console employees can handle calls at their telephones. After a call routes to an extension, a low-level tone alerts the employee they have an incoming call, even if they are on their te...

66 Chapter 4 Handling calls P0936572 02 To join a call with the current call 1 Press the Join display button to conference the caller in with your current call. The employee 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 cu...

67 Attendant Console User Guide Chapter 5Maintaining caller and employee information With Attendant Console you can manage caller and employee information. Maintaining caller information When a caller contacts your company, information about the caller from the Attendant Console database appears in ...

68 Chapter 5 Maintaining caller and employee information P0936572 02 2 In the Caller Information list box click Edit.The Edit Caller Information dialog box appears. 3 Click the New Caller button.This clears all the boxes in the Edit Caller Information dialog box and lets you create a new caller reco...

Chapter 5 Maintaining caller and employee information 69 Attendant Console User Guide To create a new name caller record from an existing caller record 1 On the Attendant Console window, in the Caller Information options, click the Edit button.The Edit Caller Information dialog box appears. 2 Click ...

70 Chapter 5 Maintaining caller and employee information P0936572 02 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 Edi...

Chapter 5 Maintaining caller and employee information 71 Attendant Console User Guide Maintaining employee information When Attendant Console is installed, employee information is provided by the Business Communications Manager base unit. This information appears in the Directory list box in the bot...

72 Chapter 5 Maintaining caller and employee information P0936572 02 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 employee’s name two ways: • On the Edit Employee Information dialog box click the Edit b...

Chapter 5 Maintaining caller and employee information 73 Attendant Console User Guide To search for a person in a department 1 In 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 the name in the department appear in a...

74 Chapter 5 Maintaining caller and employee information P0936572 02 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 extension. To add or change an extension 1 In any Direct...

Chapter 5 Maintaining caller and employee information 75 Attendant Console User Guide Using the Make Caller button Use this function if an employee calls from a customer’s office. To assign the name of an employee to a caller record 1 In the Directory list, select the employee's extension or type th...

76 Chapter 5 Maintaining caller and employee information P0936572 02 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 l...

Chapter 5 Maintaining caller and employee information 77 Attendant Console User Guide To save employee edit changes 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 Direct...

79 Attendant Console User Guide Chapter 6Generating reports About Attendant Console 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-...

80 Chapter 6 Generating reports P0936572 02 About the Reports window To open the Reports window 1 On the Attendant window click Tools and then click Reports.The Reports window opens.

Chapter 6 Generating reports 81 Attendant Console User Guide Components of the Reports window 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 Report, Pa...

82 Chapter 6 Generating reports P0936572 02 Information list box The Information list box contains the report type information. The Report Type is available if you type a valid Microsoft Access database in the Current Database box. If you select a report type, a description of the report type appear...

Chapter 6 Generating reports 83 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. opens the One Week dialog box. You can specify a report period with a duration o...

84 Chapter 6 Generating reports P0936572 02 Employees and Customers options Use these options to define the customers or employees who will be the subject of the report. Customer and Employee Selection dialog box From the Customer and Employee Selection dialog boxes, you can choose the employees or ...

Chapter 6 Generating reports 85 Attendant Console User Guide Creating and viewing reports Use the Reports component to generate reports for analysing telephone use in your company. This section describes the steps required to generate reports: • select a database • select a report type • select a re...

86 Chapter 6 Generating reports P0936572 02 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 unavailable. The report period b...

Chapter 6 Generating reports 87 Attendant Console User Guide To clear 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 ...

88 Chapter 6 Generating reports P0936572 02 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 summarised in the report. Reports have categori...

Chapter 6 Generating reports 89 Attendant Console User Guide Creating the report When you have entered all the data needed to create a report, the Create Report button is available. To create a report 1 Click the Create Report button.This starts the report generation process. The Reporting animated ...

90 Chapter 6 Generating reports P0936572 02 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 the from the Printers folder. Access the Print...

91 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 ...

92 Glossary P0936572 02 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. ID Identification. Internal call An internal call is a call, such as a call from another employee’s extension,...

Attendant Console User Guide 93 Index Numerics 1st Contact, 27 2nd Contact, 27 3rd Contact, 27 A About Attendant Console 29 Active Call 33 Adding notes to employee records 76 All extensions 18 All extensions box 21 Answer next 28 Answering calls as an attendant 46 Assigned extension rings 19 Assigne...