Page 2 - Copyright © 2001 Nortel Networks; Trademarks
2 P0936571 02 Copyright © 2001 Nortel Networks All 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 o...
Page 3 - Contents
3 Attendant Console User Guide Contents Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Text conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Acronyms . . . . . ...
Page 7 - Preface; Text conventions; This guide uses the following text conventions:
7 Attendant Console User Guide 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 (< >) Indicate that yo...
Page 8 - Acronyms; italic text
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...
Page 11 - Components of the Attendant Console; Server component
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...
Page 12 - Client component; “Types of attendant setups” on page 17; Reports component; Attendant Console features; PC compatibility; Table 1
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...
Page 13 - Advanced software capabilities; Table 2
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...
Page 14 - Attendant Console’s advanced software capabilities; Attendant types; “Types of attendant setups” on page17
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...
Page 15 - “Initializing and configuring the Client component” on page 16; Starting the Client component
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...
Page 16 - Initializing and configuring the Client component; Starting the Client component for the first time; Figure 1
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 ...
Page 17 - Types of attendant setups; Full-time main attendant setup
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...
Page 18 - Part-time main attendant setup; “Full-time main attendant; Backup attendant setup
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...
Page 19 - Overflow attendant setup; “Status Bar” on page 25; Assistant attendant setup
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 ...
Page 20 - Setting up other attendant features; Call notification
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...
Page 21 - Restoring the Attendant Console window
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...
Page 22 - Disabling Transfer options
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 ...
Page 23 - Components of the Attendant Console window; The Attendant Console window components are shown in; Figure 2
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...
Page 25 - Table 3; To display the Status Bar:; View; and then click; Status Bar; The Status Bar contains the components shown in; Table 4; Using the menu bar; File menu; The File menu contains:
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...
Page 26 - Edit menu; The Edit menu contains:; View menu; The View menu contains:
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...
Page 27 - Tools menu; The Tools menu contains:; Transfer menu; The Transfer menu contains:
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...
Page 28 - Caller menu; The
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...
Page 29 - Target menu; The Target menu contains:; Attendant menu; The Attendant menu contains:; Help menu
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...
Page 30 - Using keyboard shortcuts; “Access keys” on page 30; Access keys; Alt; Shortcut keys defined on the menus; Table 5
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: •...
Page 31 - Table 6; Table 7; Shortcuts initiated by pressing the Alt key and another key; Using right-click capability; Directory; Figure 3
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...
Page 32 - Using the toolbar; To display the toolbar:; menu and then click; Toolbar; The toolbar buttons are:
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...
Page 33 - Words and colors on Loop buttons:; Using Caller Information options; Caller Information
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...
Page 34 - The Edit Caller Information dialog box; To access the Edit Caller Information dialog box:
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...
Page 35 - Below the; The Edit Caller Information dialog box appears.
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...
Page 36 - Using the call processing area; the Target list box
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...
Page 37 - Using the Directory options; and employee information.; Search and edit functions in the Directory options
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 ...
Page 38 - The Edit Employee Information dialog box; This dialog box appears when you click the; Edit; button in the; option. Use the Edit
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...
Page 39 - The following buttons appear in the Edit Employee Information
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...
Page 40 - Directory list; Directory list tab views; Each Directory; The first two columns are not labeled and contain only icons, not
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...
Page 41 - Sorting information in the Directory list tabs
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...
Page 43 - Answering calls as an attendant; Hide Loop Buttons
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...
Page 44 - Ringing Loop; Release
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...
Page 45 - “Using the Contacts boxes” on page 45; Using the Contacts boxes; If your Business Communications Manager base unit is shared by
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...
Page 47 - Using the Department list box; Department; Transferring a call; Contacts
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...
Page 48 - Parking, holding and screening calls; Parking calls and paging employees
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...
Page 50 - Placing and retrieving calls on hold
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...
Page 51 - Screening calls
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...
Page 53 - Handling a callback call; Responding to a callback that an extension did not answer
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...
Page 54 - Making a call from the attendant’s extension
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...
Page 55 - Enter; “Using the Directory Find box” on pag e46; Handling calls at an employee’s telephone
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...
Page 56 - Talk
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...
Page 57 - The attendant refers to the; Assistant extension; box in the; Edit Employee Information; dialog; Target; The attendant transfers the call to the Assistant extension.
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.
Page 59 - Maintaining caller information; Creating a new caller record; “The Edit Caller
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...
Page 61 - Finding and editing caller information
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...
Page 62 - Maintaining employee information; “Search and edit
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...
Page 63 - Using the Directory list
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...
Page 64 - Resetting the Full tab view
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...
Page 65 - Editing employee information; Using the Make Caller button
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...
Page 66 - Adding notes to employee records
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 ...
Page 69 - Report types; Calls by Customers report
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...
Page 70 - Extension Directory report; Using the Reports window; Attendant; Database box
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...
Page 71 - Period list box; The Period list box is available if:; Employees; The Employees and Customers options contain:
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...
Page 72 - Customer and Employee Selection dialog box; Creating and viewing reports
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...
Page 73 - Loading the database
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...
Page 75 - Clearing a date; Selecting employees and customers for the report; Create Report button
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...
Page 77 - Click the; OK; button and the report prints; Cancel; button to cancel printing the report.
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...
Page 79 - Glossary; Busy Lamp Field is one of the Directory
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 ...
Page 81 - Voice mail or voice message mailbox.
Glossary 81 Attendant Console User Guide VM Voice mail or voice message mailbox.
Page 83 - Index; Numbers
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...
