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Summary of Contents for Nortel Attendant Console
- Page 1 Business Communications Manager Attendant Console User Guide Return to Menu Part No. P0936572 02...
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Page 2: P0936572
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. -
Page 3: Table Of Contents
Chapter 1 Introduction to Attendant Console....... . . 7 About Attendant Console ..........7 Attendant Console components . - Page 4 Contents Using the call processing area ........37 The Edit Employee Information dialog box .
- Page 5 About Attendant Console reports ........
- Page 6 Contents P0936572 02...
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Page 7: Introduction To Attendant Console
® This guide tells an attendant how to set up and use Attendant Console, and how to use Attendant Console setups that meet your business’ call handling needs. You can customise Attendant Console to suit your company’s call management needs. Your telephone attendant uses Attendant Console’s graphical user interface to:... -
Page 8: Attendant Console Components
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. -
Page 9: Attendant Console Features
Multi-tasking 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. - Page 10 A one-time purchase of Attendant Console is often all that is needed. If you want to add more attendant positions as the company grows, Attendant Console is easily expandable.
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Page 11: Getting Started
Getting 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 component must have the Server ID and Attendant extension options set for the Client component to function. -
Page 12: Types Of Attendant Setups
Chapter 2 Getting started 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 different types of attendant setups. -
Page 13: Part-Time Main Attendant
Attendant component is minimised. Refer to “Full-time main attendant” on page 12 “Setting up other attendant features” on page Attendant Console User Guide... -
Page 14: Backup Attendant
You must set up each Attendant computer that is set up to receive incoming calls to redirect the calls to the backup Attendant computer. Note: The system can redirect calls to another Attendant Console attendant or any extension number in the company. - Page 15 Chapter 2 Getting started The main attendant can redirect their calls to the backup attendant by clicking the Out button on the Attendant Console window. The main attendant can click the In button to resume receiving calls at their computer.
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Page 16: Overflow Attendant
Attendant computer whenever overflow occurs. You must activate the overflow feature at each Attendant computer. Note: The system can redirect calls to another Attendant Console attendant or any extension number. -
Page 17: Assistant Attendant
Setting up an assistant attendant On the Tools menu, click Options. The Options dialog box appears with the Options tab displayed. In the My extension box, type the assistant attendant’s extension. Click the OK button. Chapter 2 Getting started Attendant Console User Guide... -
Page 18: Adding Or Removing An Assistant Attendant's Assigned Extensions
Chapter 2 Getting started Adding or removing an assistant attendant’s assigned extensions On the Tools menu, click Options. The Options dialog box appears with the Options tab displayed. Click the Assigned tab. To add an extension, click the extension you want in the All extensions box and click copy it to the Assigned extensions list. -
Page 19: Setting Up Other Attendant Features
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 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 •... -
Page 20: 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 quicker method is to set the Attendant Console window to restore automatically. -
Page 21: Setting The Attendant Selected Option
Selected extensions list. To remove an extension from the Selected extensions list, click the extension number in the Selected extensions list and click Click the OK button. Chapter 2 Getting started << Attendant Console User Guide >>... -
Page 22: Disabling Transfer Options
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. -
Page 23: Using The Attendant Console Window
Chapter 3 Using the Attendant Console window This chapter explains how to use the Attendant Console window. Components of the Attendant Console window menu bar toolbar Loop buttons Directory options Caller Information options Status bar Attendant Console User Guide Call processing area... -
Page 24: Status Bar
Chapter 3 Using the Attendant Console window Status bar To display the Status bar: 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. -
Page 25: Edit Menu
Toolbar Status bar Hide Loop Buttons Chapter 3 Using the Attendant Console window Cuts the selected text and moves it to the clipboard. Copies the selected text to the clipboard. Pastes the contents of the clipboard at the insertion point. -
Page 26: Tools Menu
Chapter 3 Using the Attendant Console window Tools menu P0936572 02 Starts the Reports component. Reports Opens the Attendant Monitor dialog box that displays Attendant diagnostic information sent by the Client component Monitor and received back from the Server component. The Attendant Monitor helps in troubleshooting. - Page 27 Transfer menu Chapter 3 Using the Attendant Console window Transfers the active call to the caller’s first 1st Contact contact. 1st Contact is enabled if there is an active call and a contact in the first box of the Contacts list.
- Page 28 Chapter 3 Using the Attendant Console window Caller menu Target menu P0936572 02 Answers the next call in the queue. Answer Next Places an active call on hold. The Hold button Hold performs the same function. Refer to holding and screening calls” on page Disconnects the active call.
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Page 29: Help Menu
Tip of the Day Attendant Help About Attendant Displays program information, revision number, Chapter 3 Using the Attendant Console window Toggles with the Out command. When set to In, you are taking calls. Toggles with the In command. When set to Out, you are not taking calls. -
Page 30: 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. Press the Alt key. This gives you access to the menu names in the menu bar. -
Page 31: Keystroke Commands With The Alt Key
To use right-click capability Right-click a name or extension in the Directory list. A list of call processing commands appears. Click a call processing command. Chapter 3 Using the Attendant Console window Attendant Console User Guide... -
Page 32: Using The Toolbar
Business Communications Manager 2.5 messaging services. 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 calls” on page Use the View Parked button to display the Parked dialog box, which lists parked calls. -
Page 33: About Loop Buttons
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 words that represent call activities. For example, a yellow Loop button with the word "Ringing"... -
Page 34: Using Caller Information Options
Chapter 3 Using the Attendant Console window 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 Caller Type Company Note P0936572 02 Displays the name of the caller. -
Page 35: The Edit Caller Information Dialog Box
You can edit the name here or in the Caller Information options. Contains the telephone number of the caller. Phone Contains the caller’s address. City, State/Province, and ZIP/Postal Code Chapter 3 Using the Attendant Console window Attendant Console User Guide... - Page 36 Chapter 3 Using the Attendant Console window Caller ID Name and Caller ID Number Record Number Contacts P0936572 02 Contains information provided through subscription by the public switched telephone network. Contains a unique caller record identifier number. You cannot change the information in this box.
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Page 37: 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: Chapter 3 Using the Attendant Console window Use the Target list box to enter the extension or telephone number to call. - Page 38 Chapter 3 Using the Attendant Console window Makes a call from your extension to the number in the Target list box. Transfers the active call to the voice message mailbox of the extension in the Target list box so the caller can leave a message.
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Page 39: The Edit Employee Information Dialog Box
Displays the ZIP code or Postal Code of the employee. ZIP/Postal Code Displays the extension of the person who handles calls for the extension when Assistant Extension the employee cannot. Chapter 3 Using the Attendant Console window Attendant Console User Guide... - Page 40 Chapter 3 Using the Attendant Console window Record Number Voice Mail Contacts P0936572 02 Displays a unique record identifier number. You cannot edit this box. Displays the voice message mailbox extension of the employee. You cannot edit this box. Lists the employee’s three most frequently called persons or extensions in the Company.
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Page 41: Using The Directory Options
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 telephone system. You can use the Directory options to search and edit extension and employee information. - Page 42 Chapter 3 Using the Attendant Console window Directory tabs displays extensions connected to the Business Communications Manager 2.5 system, Full including wireless Companion telephones, CallPilot extensions and Hunt group extensions. This view displays the maximum amount of extension and employee information allowed in the Directory list.
- Page 43 Displays the name of the department to which the employee belongs. Enter the Department department by clicking the Edit button, clicking Employee Information and using the Edit Employee Information dialog box. Refer to Chapter 3 Using the Attendant Console window “Using the Directory options” on page Call Forwarded “Maintaining caller information”...
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Page 44: Sorting Information In The Directory List
Chapter 3 Using the Attendant Console window 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. -
Page 45: Handling Calls
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 computer. -
Page 46: Answering Calls As An Attendant
Chapter 4 Handling calls Answering calls as an attendant The Attendant Console window has six Loop buttons for call answering. Refer to buttons” on page 33. Each Loop button can handle a single call in progress. The color of the Loop button changes depending on the activity. - Page 47 This means that you can tell which company is being called before answering the call. Chapter 4 Handling calls 35. If this is not the first time you have “Using the Target list box” on page Attendant Console User Guide...
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Page 48: Using The Target List Box
Chapter 4 Handling calls 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: •... -
Page 49: Using The Directory Tabs
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 extension number appears in the Target list box. Click the Transfer button. Chapter 4 Handling calls Attendant Console User Guide... -
Page 50: Using The Directory Find Box
Chapter 4 Handling calls 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 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. -
Page 51: Using The Department List Box
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. Chapter 4 Handling calls Attendant Console User Guide... -
Page 52: Transferring A Call
Chapter 4 Handling calls 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 Double-click the telephone status icon to the right of the Contacts box. - Page 53 To transfer a call to an outside number 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.
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Page 54: Parking, Holding And Screening Calls
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. - Page 55 The Parked Calls dialog box appears. Select the parked call. Click the Retrieve button. On the toolbar, click The Parked Calls dialog box appears. Select the parked call. Click the Retrieve button. Chapter 4 Handling calls Attendant Console User Guide...
- Page 56 Chapter 4 Handling calls To view parked calls 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) •...
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Page 57: Placing And Retrieving Calls On Hold
To retrieve a call on Hold Click the blue On Hold Loop button. The Caller Information boxes show all of the information related to this call. Respond to the call accordingly. Chapter 4 Handling calls Attendant Console User Guide... -
Page 58: Screening Calls
Chapter 4 Handling calls Screening calls You can screen calls by asking an employee whether they want to talk to the caller. To screen and transfer a call 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. -
Page 59: Contacting Employees Using Voice Call
You can use this feature as an intercom to talk directly through the speaker of the employee’s telephone. In the Target list box type or enter the extension of the employee. On the toolbar, click Speak to the employee through the speaker in their telephone. Chapter 4 Handling calls Attendant Console User Guide... -
Page 60: Linking And Joining Calls
Chapter 4 Handling calls 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 On the toolbar click The active incoming call is placed on hold. -
Page 61: Creating A Conference Call
Creating a conference call To create a conference call to an outside number 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. -
Page 62: Handling A Callback Call
Chapter 4 Handling calls 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 call that is sent to an extension, or a call that is not answered and returns to you. - Page 63 Tell the caller that the employee is on another call but can be interrupted. If the caller agrees, enter the employee’s extension in the Target list box. Transfer the call back to the extension. Chapter 4 Handling calls Attendant Console User Guide...
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Page 64: Making A Call From Your Extension
Chapter 4 Handling calls 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. -
Page 65: Handling Calls At An Employee's Telephone
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 telephone. The name of the caller appears in the display of the employee’s telephone for a few seconds. - Page 66 Chapter 4 Handling calls To join a call with the current call Press the display button to conference the caller in with your current call. Join 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 current call.
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Page 67: Maintaining Caller And Employee Information
Note: The caller record is not saved if you click the Release button 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. - Page 68 Chapter 5 Maintaining caller and employee information In the Caller Information list box click Edit. The Edit Caller Information dialog box appears. 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.
- Page 69 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. Click the New Caller button. This clears only the Name box in the Edit Caller Information dialog box. The other boxes do not change.
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Page 70: Finding And Editing Caller Information
You can edit caller information at any time and save the changes. To find caller information In the Attendant Console window, in the Caller Information options, click the Edit button. The Edit Caller Information dialog box appears. Click the Find button. -
Page 71: Maintaining Employee Information
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 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. -
Page 72: Finding An Employee Record
To search by name on any Directory list box on the Attendant window In the Find box on the Attendant Console window type the first letters of the person’s last or first name, according to how names are listed in the Directory list’s Name column. -
Page 73: Resetting The Full Tab View
In the Directory options, click the Show All button. The Full tab view shows the extensions, names, notes and department information. Click the Show All button to return to the Directory view after you perform a search. Chapter 5 Maintaining caller and employee information Attendant Console User Guide... -
Page 74: Editing Employee Information
Chapter 5 Maintaining caller and employee information 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 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. -
Page 75: Using The Make Caller Button
Target list box. Click the Make Caller button. The name of the employee is assigned to the caller record and is not saved as a customer record. Chapter 5 Maintaining caller and employee information Attendant Console User Guide... -
Page 76: Adding Notes To Employee Records
Chapter 5 Maintaining caller and employee information 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 Click an extension number in the Full, Assigned or Selected Directory views. - Page 77 Edit Employee Information dialog box remains open. Note: If you click the Close button without clicking the Save button, the Edit Employee Information dialog box closes without saving the changes. Chapter 5 Maintaining caller and employee information Attendant Console User Guide...
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Page 79: Chapter 6 Generating Reports
The total of all calls and percent are shown separately. Extension Directory report The Extension Directory report lists the employees in the Attendant Console database and the information in their call record. Attendant Console User Guide... -
Page 80: About The Reports Window
Chapter 6 Generating reports About the Reports window To open the Reports window On the Attendant window click Tools and then click Reports. The Reports window opens. P0936572 02... -
Page 81: Components Of The Reports Window
Microsoft Access database. For more information about databases and how to locate the database (.mdb) file, refer to database” on page Type the path name of an Attendant Console database in the Current Database box. “Loading the Attendant Console User Guide... - Page 82 Chapter 6 Generating reports Information list box The Information list box contains the report type information. P0936572 02 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 appears in the Description area.
- Page 83 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. Attendant Console User Guide...
- Page 84 Chapter 6 Generating reports Employees and Customers options Use these options to define the customers or employees who will be the subject of the report. list box Customer and Employee options 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.
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Page 85: Creating And Viewing Reports
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 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. -
Page 86: Setting The Report Period
Chapter 6 Generating reports 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. - Page 87 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. Chapter 6 Generating reports Attendant Console User Guide...
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Page 88: Selecting Employees And Customers For The Report
Chapter 6 Generating reports 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 categories that are appropriate to the type of report that you chose. -
Page 89: Creating The Report
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. Press Ctrl + Page Up to view the previous page, or Ctrl + Page Down to view the next page. Chapter 6 Generating reports Attendant Console User Guide... -
Page 90: Printing A Report
To print a report Click the Print button. The report prints to the default printer. You can change default printer 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. -
Page 91: Glossary
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. - Page 92 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.
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Page 93: Index
In and Out buttons 29 overflow 9, 16 Attendant Console Attendant button 20 Introduction 7 Attendant Console Help 29 Attendant Console window 11, 23 Attendant Extension 11 Attendant Monitor 26 Attendant setups, types 12 Attendant, main full-time 12 Attendant, part-time main 13... - Page 94 Help menu 29 Hold 28, 57 placing and retrieving calls 57 Hold button 34 Hunt Group 43 In and Out buttons 32 Introduction to Attendant Console 7 Join button 32 LAN 92 Link 28 Link button 32 Link Transfer button 22...
- Page 95 Information list box 82 Select button 84 Reports window 80 using 80 Resetting the Full tab view 73 Restore minimised Attendant Console screen when 20 Restoring Attendant Console window 20 Right-click capability 31 using 31 Ringing 33 Ringing Assigned Extension 33...
- Page 96 Index Take button 19 Target box 37 finding an extension and moving it to 48 Target extension 92 Target menu 28 Telephone display buttons Assist 66 Hold 65 IntAct 66 Join 66 Next 65 Talk 65 VM 65 telephone status icon call forward 43 do not disturb 43 off-hook 43...