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Avaya BCM Attendant Console User Guide

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1. Hide Loop Buttons The View menu contains Using the Attendant window 29 Toolbar shows hides the toolbar Status Bar shows hides the Status Bar Hide Loop Buttons shows hides the inactive Loop buttons When selected only active Loop buttons appear on the Attendant window Tools menu Tools Reports Attendant Monitor Log to File Options The Tools menu contains Reports starts the Reports component Attendant Monitor opens the Attendant Monitor dialog box that displays diagnostic information sent by the Attendant component and received back from the Server component The Attendant Monitor helps in troubleshooting Log to File writes Attendant component activity and Server messaging to a log file This is used for troubleshooting Options opens the Options dialog box which has three tabs The Options tab lets you specify the Server ID enter the Attendant extension set the conditions for making the Enterprise Edge Attendant Console Attendant window appear and set call redirection The Assigned tab lets you choose extensions to appear in the Assigned tab contained in the Directory list on the Attendant window The Selected tab lets you choose extensions to appear in the Selected tab contained in the Directory list of the Attendant window For more information refer to Using the Directory options on page 38 P0908544 Issue 02
2. 2 In the Redirect calls to option in the Extension box type the overflow attendant s extension number 3 Select Call overflow occurs to redirect calls when all of the main attendant s Loop buttons are busy with calls 4 Click the OK button P0908544 Issue 02 Enterprise Edge Attendant Console User Guide 20 Getting started Assistant attendant setup 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 wants an assistant attendant such as an administrative assistant to answer the employees calls To set up an assistant attendant 1 On the Tools menu click Options The Options dialog box appears with the Options tab open 2 In the My extension 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 The Options dialog box appears with the Options tab open 2 Click the Assigned tab To add an extension click the extension you want in the All extensions box and click gt gt to copy it to the Assigned extensions list To remove an extension from the Assigned extensions list click the extension number in the Assigned extensions list and click lt lt To view an assistant attendant s assigned extensions 1 On the To
3. A target extension is the extension number to which you are directing a call VM Voice mail or voice message mailbox P0908544 Issue 02 Enterprise Edge Attendant Console User Guide 88 Glossary Enterprise Edge Attendant Console User Guide P0908544 Issue 02 Index Numerics 1st Contact 30 2nd Contact 30 3rd Contact 30 A About Enterprise Edge Attendant Console 33 Active Call 34 Adding notes to employee records 72 All extensions 20 All extensions box 22 Answer next 31 Answering calls as an attendant 45 Assigned extension rings 21 Assigned tab Directory list 20 Assigned tab view 42 Assistant attendant 20 85 Assistant Extension box 40 Attendant assistant 20 backup 12 18 features 21 overflow 13 19 Attendant component restoring window 22 starting 15 starting for the first time 16 Transfer options 23 Attendant Extension 16 Attendant Monitor 29 Attendant Out 32 Attendant setups types 17 Attendant window 25 Attendant main full time 17 Attendant part time main 18 B Backup attendant 12 18 BLF tab view 68 Blue Loop button 34 C Calendar button 77 Call 32 joining calls 56 making a call 59 screening 55 transferring 49 P0908544 Issue 02 Call Forwarded 42 Call Notification dialog box 21 Call overflow occurs 19 Call processing area 26 Call button 38 Camp On button 38 Link Transfer button 38 Page button 38 Screen button 38 Transfer button 38 using 37 VMTransfer button 38 Callback 34 Ca
4. The Caller ID name on the second line of the information to the right of the Loop button shows the Caller ID number provided by the telephone company If you do not subscribe to Caller ID service this line of display is blank e The bottom line of information to the right of the Loop button displays the name of the Enterprise Edge server line that carries the call Note Server line names are programmed in your Enterprise Edge server by your telephone administrator Note If your Enterprise Edge server is shared by two or more companies the telephone administrator can associate the names of each company with their hardware lines This means that you can tell which company is being called before answering the call To answer an incoming call 1 A Loop button turns yellow and the label changes to Ringing You can respond to a call one of four ways Click the yellow Ringing Loop button Press the function key on the PC keyboard for example F1 shown above the Loop button e Press the Esc key Press the associated intercom or line key on your telephone The Loop button becomes green and displays the word Active Enterprise Edge Attendant Console User Guide P0908544 Issue 02 Handling calls 47 2 Answer the call with your company greeting and determine from the caller to whom they wish to speak If you are answering a call from this number or company for the first time you can enter caller information For further inf
5. To enter the From and To dates 1 In the From box type the date The following are acceptable date formats e June 5 1997 e 6 5 1997 2 Press the Enter key 3 Repeat for the To box 4 Press the Enter key Note An error message appears if you type a date in an unrecognized format or if you type a date that does not exist To escape from the From or To boxes 1 Press the Tab key or the Esc key Enterprise Edge Attendant Console User Guide P0908544 Issue 02 Generating reports 81 To specify a report of one week 1 Click the One Week button The One Week dialog box appears 2 In the month list box choose the month that the desired week starts or ends 3 In the year list box select the year the week occurs in You can type the year box or use the arrows 4 In the list of weeks select a week and click the OK button or double click the desired week After you select a week the start and end dates of the week appear in the From and To boxes To specify a report of one month 1 Click the One Month button The One Month dialog box appears 2 In the month list box choose the desired month 3 In the year select the desired year either by typing it or selecting it with the arrows 4 Click the OK button to accept the month or click the Cancel button to cancel your Report Period selection If you select a month the start and end dates of the month appear in the From and To boxes Dates for February a
6. Busy Lamp Field is one of the Directory list tab views It displays the phone status and extensions of employees CF Call Forward Caller ID Caller ID known as CLID or Calling Line Identification is provided by your telephone company If your company subscribes to Caller ID the caller name and number are displayed on incoming calls co Central Office CTA Computer Telephony Adapter A CTA is the hardware device used to connect a PC to the Enterprise Edge server and includes the CTA 100 an external device and the CTA 150i which is installed in a PC hard drive Destination extension The destination extension is the person s extension to which a caller or attendant attempts to connect DND Do not disturb DTMF Dual Tone Multi Frequency DTMF is the sound emitted when telephone buttons are pressed Enterprise Edge Attendant Console Enterprise Edge Attendant Console is a Windows based software product that provides call management and call activity reporting capability to a business P0908544 Issue 02 Enterprise Edge Attendant Console User Guide 86 Glossary Enterprise Edge server The telephone system that Enterprise Edge Attendant Console works with External call An external call is a call that originates from outside your company s voice message mailbox system Hookflash This is the signal that occurs when a telephone goes on hook followed by off hook Hunt Group A Hunt Group is a group of
7. 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 hold When the active call is placed on hold the Loop button label changes to Hold and the Loop button color changes to blue 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 extension the Loop button becomes idle 2 The camped call sends a message with tones to the employee either on or off the telephone indicating a call is camped on their extension To retrieve a call on Hold 1 Click the blue Loop button labeled On Hold The Caller Information boxes show all of the information related to this call 2 Respond to the call accordingly Enterprise Edge Attendant Console User Guide P0908544 Issue 02 Handling calls 55 Screening calls You can screen calls by talking with the employee and asking whether they want to talk to the caller To screen transfer a call 1 Click the Screen button The active call goes on hold The Loop button changes color to blue The extension rings and the Screened Transfer dialog box appears Screen Transfer Ed Caller Terra C
8. minimized Refer to Full time main attendant setup on page 17 and Setting up other attendant features on page 21 Backup attendant setup 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 attendant types Each Attendant PC that is set up to receive incoming calls must be set up to redirect the calls to the backup Attendant PC Note Calls can be redirected to another Enterprise Edge Attendant Console attendant or any Enterprise Edge extension in the company If the attendant needs to leave their position they can activate the backup attendant position by clicking the Out button on the Attendant window The Out button diverts calls to the backup attendant After clicking the Out button the attendant can complete the calls currently in progress on the Attendant window New calls appear on the absent main attendant s PC and also appear on the backup attendant s PC Although the main attendant is out the Attendant component can still process calls if required Enterprise Edge Attendant Console User Guide P0908544 Issue 02 Getting started 19 To set up the backup attendant 1 On the Tools menu click Options The Options dialog box appears with the Options tab open 1 In the Redirect calls to option in the Extension box type the backup atten
9. Enterprise Edge Attendant Console User Guide P0908544 Issue 02 Understanding Enterprise Edge Attendant 2 Console Enterprise Edge Attendant Console is a client Enterprise Edge server software application that consists of the following three interrelated components e Server component Refer to Server component on page 11 e Attendant component Refer to Attendant component on page 11 e Reports component Refer to Reports component on page 12 Server component The Server component communicates with your Enterprise Edge server initiating Enterprise Edge telephone functions such as transferring calls placing calls on hold and parking calls The Server component communicates with one or more Attendant components An Attendant component can be either on the same PC as the one with the Server component or on a separate PC connected via a Local Area Network LAN The Server component receives notification of all incoming calls e status changes of all telephones attached to the Enterprise Edge server The Server component collects and manages call processing information in a database that can be used for reporting purposes Attendant component The Attendant component has an easy to use graphical user interface The Attendant window displays information about incoming callers and includes a Company Directory with employee names telephone status such as On hook Off hook Do Not Disturb and Call Forward and personal status
10. Handling calls Using the Directory tab views The tab views in the Directory dialog box contains various views of extensions Full BLF Assigned Selected Name Est Notes Department 223 Marketing T Gibson Ben 225 Accounting T Villegas Alejandra 227 Sales Dupuis Claire 228 Administration T Duncan Harold 230 Development RR Carrera Amparo 237 Accounting E Davis Kenny 245 Research paf pE 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 being called in the list The name or extension number now appears in the Target list box 3 Click the Transfer button Using the Directory Find box Use the Directory Find box to search by name Eind To search by Name and move the target extension to 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 names are entered For example if they are entered Jane Doe type J If they are entered Doe Jane type d 2 Click the Find button Any matching names are displayed in a list under the Full tab 3 In the Directory list click the name of the employee being called The name now appears in the Target list box 4 To restore all names in the Full tab view click the Show AII button After the search result is shown in the Full tab view the BLF S
11. In the attendant is in position to take calls Out toggles with the In command When set to Out the attendant is not in position to take calls All calls that ring at the attendants telephone are forwarded to the backup attendant position Note To redirect calls to a backup extension on the Tools menu click Options Set redirect options on the Options dialog box Enterprise Edge Attendant Console User Guide P0908544 Issue 02 Help menu Help Tip of the Day Norstar PC Console Help About Attendant The Help menu contains Using the Attendant window 33 Tip of the Day shows or hides the Tip of the Day window when Attendant starts Attendant Help displays Help files About Attendant displays program information revision number copyright information and system information Using the toolbar The toolbar contains several buttons that provide quick and easy access to some of the Enterprise Edge Attendant Console functions To display the toolbar 1 Click the View menu and then click Toolbar The toolbar is displayed across the top of the Attendant window below the menu bar The toolbar buttons are i Use the In and Out buttons to indicate whether or not you can take calls Use the Link button to access Centrex CO line features such as off premise transfer or conference or other systems or carriers while on an outside call For more information refer to Linki
12. None Not at desk and Out of office The Directory can be searched from the Attendant window Attendant PCs can be either main assistant overflow or backup For more information refer to Types of attendant setups on page 17 Incoming calls can be transferred to an extension a voice message mailbox or an external number You can set up more than one attendant your company with You can also set up Enterprise Edge 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 P0908544 Issue 02 Enterprise Edge Attendant Console User Guide 12 Understanding Enterprise Edge Attendant Console Reports component The Reports component provides information about incoming calls to your company Reports can help you identify trends and find answers to questions before they become problems You can request a report from any PC with an Attendant component and view the report in the Reports window or print it on an attached printer Enterprise Edge Attendant Console features There are many features and benefits associated with Enterprise Edge Attendant Console Easy to use time saving Graphical User Interface GUI Enterprise Edge Attendant Console has a GUI that is uncomplicated compared with other attendant consoles without sacrificing sophisticated features You can easily select the correct buttons to process i
13. P0908544 Issue 02 Using the Attendant window 43 The remainder of the columns in the Directory list are labeled as follows Name the first labeled column on the left containing the names of employees Ext contains telephone extensions Notes displays additional information about the employee that the attendant enters Notes can be edited only from the Notes list box at the top of the Directory dialog box Department displays the name of the department to which the employee belongs Enter the department by clicking the Edit button clicking Employee Information and using the Edit Employee Information dialog box Refer to Maintaining employee information on page 67 Sorting information in the Directory list tabs Extension and employee information contained in the Directory list tabs can be sorted in different ways In the Full Assigned and Selected views the information appears in columns with headings To sort alphabetically by Name Notes or Department 1 Inthe Directory list click either the Name Notes or Department column heading The information sorts alphabetically by the column you select To sort numerically by extension 1 In the Directory list click the Ext column heading The information sorts numerically by extension PO908544 Issue 02 Enterprise Edge Attendant Console User Guide 44 Using the Attendant window Enterprise Edge Attendant Console User Guide P0908
14. Page Up to view the previous page or Ctrl Page Down to view the next page P0908544 Issue 02 Enterprise Edge Attendant Console User Guide 84 Generating reports Printing a report When a report is in the Report Viewing area the Print button becomes available To print a report 1 Click the Print button The report prints to the default printer You can change default printer from the Printers folder Access the Printers folder from the Windows Start menu or Control Panel Refer to Enterprise Edge Attendant Console Help for further information 2 Choose the pages and number of copies of the report to print 3 Click the OK button and the report prints or click 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 Report Parameters before you print the report If you change a Report Parameter you must regenerate the report before you can print it Enterprise Edge Attendant Console User Guide P0908544 Issue 02 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 the Attendant main window to direct calls to the backup attendant BLF Busy Lamp Field
15. example the report Calls by Customer shows how callers from your company s top customers are handled It shows if calls are handled by employees or are routed to Enterprise Edge Voice Messaging Report types There are three report types e Calls by Customers e Calls to Employees e Extension Directory Calls by Customers report The Calls by Customers report shows how your employees handle calls from your customers Each employee report can identify as many customers as necessary The Calls by Customers report shows the number of calls taken by the employee the number of calls routed to Enterprise Edge Voice Messaging the number of calls handled by others the total calls from each customer Calls to Employees report The Calls to Employee report shows the type of calls employees receive over a defined time period This report can spot caller abuse such as too many personal calls and misdirected calls such as calls from customers routed to the wrong person or department This report lists the type of call across the top and employees down the left side Each Caller Type has a column for number of calls and percent The total of all calls and percent is shown separately P0908544 Issue 02 Enterprise Edge Attendant Console User Guide 76 Generating reports Extension Directory report The Extension Directory report lists the employees who are in the Enterprise Edge Attendant Console database and the information in their
16. extension in the Target list box The VMTransfer button performs the same function Enterprise Edge Attendant Console User Guide P0908544 Issue 02 Using the Attendant window 31 Caller menu Caller Answer Next lt esc gt Hold Ctrl H Release biz Park Join Caller View Parked Calls The Caller menu contains Answer Next answers the next call in the queue Hold places an active call on hold The Hold button performs the same function Refer to Parking holding and screening calls on page 51 Release disconnects the active call The Release button performs the same function Park parks the active call so you can page the person whose extension is in the Target list box A list of all parked calls appears in the Parked Calls dialog box when you click View Parked Calls on the Caller menu You can retrieve the call from the View Parked Calls dialog box by pressing the Retrieve button For more information on viewing parked calls refer to Parking holding and screening calls on page 51 The Park Page button performs the same function Join Caller connects two callers by joining the active call with the call that is on hold Refer to Linking and Joining calls on page 56 View Parked Calls opens the Parked Calls dialog box which displays calls parked by all attendants A call can be retrieved by any attendant or from any telephone on the Enterprise Edge server
17. in the database about the caller appears in the Caller Information list box on the Attendant window In the Caller Information list box click Edit The Edit Caller Information dialog box appears Edit Caller Information BBE Name Jack Smitth Caller ID Name Caller Type Vendor E caeno Number ci lose Company asc Systems Record Number F7 Eind Phone jpa 1234 Contacts City nom State Province Albert Zip Postal Code Hew heme Delete Taller Click the New Caller button This clears all the boxes in the Edit Caller Information dialog box and allows you to create a new caller record In the Name list box type the caller s name in the format of last name first space then first name From the Caller Type list box select a Caller Type either Unclassified Personal Employee Vendor or Customer In the Company box type the caller s company s name Click the Save button to save the information If you click the Close button without saving the message Do you want to save the current record appears Click the Yes button to save the record After you enter caller information process the call by transferring the call to the called party Refer to Transferring a call on page 49 e placing the call on hold Refer to Parking holding and screening calls on page 51 transferring the call to Enterprise Edge Voice Messaging Refer to Transferring a call
18. means that the backup attendant does not have to leave their desk to cover for the main attendant Overflow attendant Overflow calls are transferred to an overflow attendant Consequently calls are not lost during busy periods Enterprise Edge Attendant Console User Guide P0908544 Issue 02 Understanding Enterprise Edge Attendant Console 13 Reports Enterprise Edge Attendant Console gives you reports that help you obtain information such as the number of incoming calls and who answers the calls This information shows the calling trends in the business and the performance of the telephone system Ability to handle growth A one time purchase of Enterprise Edge Attendant Console is often all that is needed If you want to add more attendant positions as the company grows Enterprise Edge Attendant Console is easily expandable Attractiveness of PC compatibility Enterprise Edge Attendant Console combines telecommunications with personal computing to make the attendant s job easier faster and more efficient Use of existing hardware There is no need for you to purchase additional dedicated hardware to obtain the power of Enterprise Edge Attendant Console If you have the minimum computer requirements all you need is the software and a hardware enabler that allows your computer to communicate with the Enterprise Edge server Multi tasking Enterprise Edge Attendant Console works in a m
19. on page 49 e parking the call and paging the called party Refer to Parking calls and paging employees on page 51 Enterprise Edge Attendant Console User Guide P0908544 Issue 02 Maintaining caller and employee information 65 To create a new name caller record from an existing caller record 1 On the Attendant window in the Caller Information options click the Edit button The Edit Caller Information dialog box appears 2 Click the New Caller button This clears only the Name box in the Edit Caller Information dialog box and leaves all other boxes unchanged 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 caller record when there are no active calls 1 On the Attendant window in the Caller Information options click the Edit button The Edit Caller Information dialog box appears 2 Click the New Caller button A new blank caller record is created with a new Record Number assigned 3 Type the desired information in the boxes 4 Press the Save button to save the new caller record To create a new caller record associated with an existing Caller ID when there are no active calls 1 On the Attendant window in the Caller Information options click the Edit button The Edit Caller Information dialog box appears 2 Click the Find button The Find dialog box appears 3 In the Name box type the name of another caller from t
20. telephones that can be called by a single number Hunt Groups are configured in your Enterprise Edge server ID Identification Internal call An internal call is a call such as a call from another employee s extension that originates from your company s Enterprise Edge server LAN Local area network Main attendant A main attendant is the telephone attendant who is primarily responsible for managing a company s incoming calls The main attendant can have other attendants Networked model In a networked model the Enterprise Edge Attendant Console main attendant s PC is connected to one or more additional attendant PCs through a network Overflow attendant The overflow attendant receives incoming calls when there are more than six active calls at the main attendant s PC PC Personal Computer Server component The Enterprise Edge Attendant Console Enterprise Edge server program supports the Attendant component residing in the PC Shared system In an Enterprise Edge Attendant Console shared system the Enterprise Edge server is shared by two or more companies Enterprise Edge Attendant Console User Guide P0908544 Issue 02 Glossary 87 Stand alone model A stand alone model is a Enterprise Edge Attendant Console system in which one attendant manages a business s incoming calls There are no assistant attendants backup attendants or overflow attendants in a stand alone model Target extension
21. the report is running The icon stops when the report is com plete Note You cannot close the application while it is running If you need to quit the application while a report is running you can do it from the Close Programs dialog box in the Windows Task Manager Refer to Windows Help for information on how to force programs to quit 2 After the report is complete it appears in the Report Viewing area below the Report controls The Create Report button is unavailable again indicating that the report is created The Report controls are disabled and the keyboard functions only in the Report Viewing area You can re access the Report controls by pressing the Tab key Viewing the report you generated After a report is created the Page gt and Page lt buttons are available The Page gt button shows the next available page of the report if there is one in the report view The Page lt button shows the previous page of the report if there is one The page number of the current page appears in the bottom right corner of each page of the report You can also change the displayed page from the keyboard To change the displayed page from the keyboard 1 Ensure the keyboard is active in the Report Display area in the lower half of the Enterprise Edge Attendant Console Reports window This is set automati cally after creating report but can also be done by pressing the Tab key to move through the Report settings 2 Press Ctrl
22. to display only those extensions Extensions are added or removed from the Selected tab in the Options dialog box Directory list employee and extension information Each one of the Directory list tab views contains the following types of employee and extension information Note The first two columns are not labeled and contain icons only no text person status icon This is the leftmost column in the Directory list views and does not have a column heading It can contain an icon or be blank The person status icon shows the physical location of the employee Refer to Search and edit functions in the Directory options on page 38 telephone status icon This is the second column from the left in the Directory list views and does not have a column heading The telephone icons show the current status of the telephones connected to the Enterprise Edge Server They also show additional information such as whether the extension is ready to receive calls or is on Do Not Disturb DND The telephone icons are Available for Do Not Call calls Disturb Forwarded On hook x P 2 Off hook ta X A Note A Hunt Group is a group of telephones that can all be called by a single number Hunt Groups are configured in your Enterprise Edge server The telephone status icon for a Hunt Group extension is blue and always indicates on hook Enterprise Edge Attendant Console User Guide
23. 544 Issue 02 Handling calls 5 With Enterprise Edge Attendant Console you can manage calls using either your PC s mouse or the keyboard When a call comes in you can respond to the caller using either the telephone or a headset Note You can use a headset so that your hands are free to use your PC The basic steps in processing an incoming call with Enterprise Edge Attendant Console include answering a call Refer to Answering calls as an attendant on page 45 finding the called person s extension and placing it in the Target list box Refer to Finding the called person s extension and placing it in the Target list box on page 47 e transferring a call Refer to Transferring a call on page 49 Other telephone functions include e parking the incoming call and paging the employee Refer to Parking holding and screening calls on page 51 linking and joining calls Refer to Linking and Joining calls on page 56 e handling a callback call Refer to Handling a callback call on page 57 e making a call from the attendant s extension Refer to Making a call from the attendant s extension on page 59 e managing calls at the employee s telephone Refer to Managing calls at the employee s telephone on page 60 The following steps explain how you handle calls as an attendant using the Attendant window For further information about and a diagram of the Attendant window refer to Components of the Attendant win
24. 75 Report types 75 Calls by Customers report 75 Calls to Employees report 75 Extension Directory report 76 Working with the Reports window 76 Database box 76 Information list box 76 Period list box 77 Employees and Customers options 78 Creating and viewing reports 79 Loading the database 79 Selecting a report type 80 Setting the report period 80 Selecting employees and customers for the report 82 Create Report button 83 Viewing the report you generated 83 Printing areport 84 Glossary 85 Index 89 P0908544 Issue 02 Enterprise Edge Attendant Console User Guide 6 Contents Enterprise Edge Attendant Console User Guide P0908544 Issue 02 Introduction to Enterprise Edge Attendant Console Enterprise Edge Attendant Console is an application that provides centralized call management and call activity reporting capability to a business Enterprise Edge Enterprise Edge Attendant Console runs on one or more Pentium class personal computers PCs You can customize the way Enterprise Edge Attendant Console is set up to suit your company s call management requirements A telephone attendant uses the graphical user interface to originate calls answer and manage multiple calls e view a company s name before answering the call record add and change caller information for future use quickly access information about the caller e transfer calls to employees or their voice message mailbox send the calle
25. C that has the Attendant component installed must be set up to handle calls either as a full time main attendant part time main attendant backup attendant overflow attendant or assistant attendant Starting the Attendant component for the first time To start and set up the Attendant component 1 On the taskbar click Start point to Programs point to Enterprise Edge Attendant Console and click Attendant The Attendant component starts The first time the Attendant component is started after installation the Enter Attendant Options dialog box appears In the Attendant Extension box type the extension number of the attendant If the network has more than one Enterprise Edge Attendant Console Server running you must enter the Server ID for the Enterprise Edge server you want to use in the Server ID box The Server ID refers to the Windows TCP IP host name of the Server PC For information about how to determine the Server ID refer to Determining the TCP IP host name of a Server PC in the Enterprise Edge Attendant Console Installation Guide If there is only one Enterprise Edge Attendant Console Server running leave this box blank and the Attendant component automatically connects to that Server component Click the OK button The Tip of the Day dialog box appears over the Enterprise Edge Attendant Console Attendant window Enterprise Edge Attendant Console User Guide P0908544 Issue 02 Getting started 17 5 Click the Close b
26. Enterprise Edge Attendant Console User Guide 30 Using the Attendant window Transfer menu Transfer 1st Contact 2nd Contact 3rd Contact F3 F10 F11 Transfer to Target Num Pad Screen Transfer Transfer to mail Crtl Num Pad The Transfer menu contains 1st Contact transfers the active call to the caller s first contact 1st Contact is enabled if there is an active call and a contact displayed in the first box of the Contacts list 2nd Contact transfers the active call to the caller s second contact 2nd Contact is enabled if there is an active call and a contact displayed in the second box of the Contacts list 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 displayed in the third box of the Contacts list Transter to Target transfers the active call to the extension in the Target list box The Transfer button performs the same function Screen Transfer screens a call transfer of an active call to the extension number in the Target list box The caller is automatically put on hold when you click Screen Transfer The caller is connected when you click Transfer Now in the Screen Transfer dialog box The Screen button performs the same function Refer to Parking holding and screening calls on page 51 Transfer to VMail transfers the active call to the voice message mailbox of the
27. For more information refer to Parking holding and screening calls on page 51 PO908544 Issue 02 Enterprise Edge Attendant Console User Guide 32 Using the Attendant window Target menu Target Call Voice call Dial DTMF Tones Link The Target menu contains 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 Attendant to the extension in the Target list box For more information refer to Contacting employees using Voice Call on page 55 Dial DTMF Tones dials DTMF tone digits to the external number in the Target list box This must be used in conjunction with the Link button and with outdialing on an active line to access other systems or carriers for example Centrex Link accesses hookflash Centrex CO line features such as off premise transfer or conference or other systems or carriers while on an incoming call Clicking the Link button while on an incoming call places the caller on hold and generates a Link signal also called flash or recall on the active line The DTMF button is used with the Link button to outdial the digits in the Target list box For more information refer to Linking and Joining calls on page 56 Attendant menu Attendant v In Out The Attendant menu contains In toggles with the Out command When set to
28. Menu bar 26 using 28 Menus available from the main window 26 My Extension 18 My extension rings 21 N Name box 36 40 66 Networked model 86 New Caller button 65 New Name button 41 Note 27 O Off hook 42 One Month button 77 One Week button 77 On hook 42 Options 29 Options dialog box 16 18 Selected tab 22 Orange Loop button 34 Out button 18 Overflow attendant 13 19 P Page button 38 Park 31 Park Page button 35 Parked calls box 52 Parking calls and paging employees 51 Parking Holding and Screening calls 51 Part time main attendant 18 Paste 28 Period list box 77 Person status icon 42 Phone box 36 40 Placing and retrieving calls on Hold 54 Postal Code of the employee 40 Processing a call with right click mouse capability 10 Enterprise Edge Attendant Console User Guide Index 91 R Record Number box 40 Red Loop button 34 Redirect calls to 19 Release 31 Release button 35 Reports 29 All button 78 calls by customers 75 calls to employees 75 Customer Employee button 78 Database box 76 extension directory 76 generating 75 Information list box 76 Select button 78 Reports window 76 working with 76 Resetting the Full tab view 70 Restore minimized Attendant screen when 22 Restoring Attendant window 22 Right click capability 10 Ringing 34 Ringing Assigned Extension 34 S Save button 41 Screen Transfer 30 Screening calls 55 Search by department 69 Search for an individual 70 Selected e
29. NORTEL NETWORKS Enterprise Edge Attendant Console User Guide 1 800 4 NORTEL www nortelnetworks com 1999 Nortel Networks P0908544 Issue 02 Contents Chapter 1 Chapter 2 Chapter 3 Chapter 4 Introduction to Enterprise Edge Attendant Console 7 About this guide 8 Conventions 8 Naming of window components 8 Using the keyboard to navigate Enterprise Edge Attendant Console 8 Processing a call with right click capability 10 References 10 Understanding Enterprise Edge Attendant Console 11 Server component 11 Attendant component 11 Reports component 12 Enterprise Edge Attendant Console features 12 Easy to use time saving Graphical User Interface GUI 12 Advanced software capabilities 12 Attractiveness of PC compatibility 13 Attendant types 13 Getting started 15 Starting the Attendant component 15 Minimizing and maximizing the Attendant window 15 Quitting the Attendant component 16 Initializing and configuring the Attendant component 16 Starting the Attendant component for the first time 16 Types of attendant setups 17 Setting up other attendant features 21 Using the Attendant window 25 Components of the Attendant window 25 Title bar 25 Menu bar 26 Toolbar 26 Loop buttons 26 Caller Information options 26 Call processing area 26 Directory list 27 Status Bar 27 P0908544 Issue 02 Enterprise Edge Attendant Console User Guide 4 Contents Chapter 5 Using the menu bar 28 File menu 28 Edit men
30. Speaker Speaker and All Zones All Zones Zone 1 Zone 2 Zone 3 Zone 4 Zone 5 Zone 6 Speaker and Zone 1 Speaker and Zone 2 Speaker and Zone 3 Speaker and Zone 4 Speaker and Zone 5 Speaker and Zone 6 3 Click a call in the Parked calls list and then click the appropriate zone in the Page zones list 4 Click the Page button The Console Message box appears and the speakers on the telephones in the selected zone emit a low level audible tone 5 Speak into the headset or handset depending on your setup When you are finished click the OK button Enterprise Edge Attendant Console User Guide P0908544 Issue 02 Handling calls 53 To retrieve a parked call 1 On the Caller menu click View Parked Calls The Parked Calls dialog box appears 2 In the Parked Calls list click the parked call 3 Click the Retrieve button See Or 1 On the toolbar click m 2 In the Parked Calls list select the parked call 3 Click the Retrieve button To view all parked calls that are still in park 1 Onthe Caller menu click View Parked Calls The Parked Calls dialog box appears and lists all parked calls and the park number of the call thecaller s name from the Name box of the Caller Information list box e the name or extension of the called employee 2 Click the Close button The Parked Calls dialog box closes P0908544 Issue 02 Enterprise Edge Attendant Console User Guide 54 Handling calls
31. abase Creating a new caller record New caller records are created in the following ways e automatically during an active call the first time Caller ID information is received by the Attendant component You can customize the new caller record during the active call or later Note The caller record is not saved if you click the Release button without processing the call when you create a new caller record from an existing one when you create a new blank caller record When a call comes in Enterprise Edge 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 window The Name list box displays the names of callers on record that are associated with the incoming Caller ID There can be several callers from the same telephone number calling if they are employees at the same company For more information refer to The Edit Caller Information dialog box on page 36 If you select the name of the caller from the list the Caller Information list box displays information about the caller P0908544 Issue 02 Enterprise Edge Attendant Console User Guide 64 Maintaining caller and employee information To create a new caller record from an active call 1 Click the Ringing Loop button to answer the incoming call Information
32. 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 different ways onthe Edit Employee Information dialog box click the Edit button and then click the Find button onthe Attendant window in the Directory list box click the Find button Enterprise Edge Attendant Console User Guide P0908544 Issue 02 Maintaining caller and employee information 69 To search by name 1 In the Attendant window in the Directory options click the Edit button The Edit Employee Information dialog box appears For more information refer to The Edit Employee Information dialog box on page 40 2 Click the Find button The Find dialog box appears 3 In the Name box type the first letter or letters of the employee s last name Note 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 Any matching names appear in the Name box of the Edit Employee Information dialog box To search by name on any Directory list box on the Attendant window 1 In the Find box on the Attendant window type the first letter s of the person s last or first name according to how names are listed in the Directory list s Name column 2 Click the Find button Any names that match the letter s you enter appear i
33. ars in the Target list box You can type the extension in directly or select it from the Directory list For further information refer to Using the Directory Find box on page 48 2 Click the Call button or press the Enter key to make the call To make a call to an outside number 1 In the Target list box type the same digits you dial if you were using your Enterprise Edge telephone 2 Click the Call button or press the Enter key P0908544 Issue 02 Enterprise Edge Attendant Console User Guide 60 Handling calls Managing calls at the employee s telephone Enterprise Edge Attendant Console has features that let employees manage their calls from their telephones After a call is routed to an extension a low level audible tone alerts the called person they have an incoming call even if they are on their telephone The name of the caller appears in the display area of the called party s telephone for a few seconds The called person has six options for managing the call using the three display buttons below the display area of the Enterprise Edge telephone These options are e talk to the caller e put the call on hold send the call to Enterprise Edge Voice Messaging join the call with the current call send the call back to the attendant to ask the caller if they wish to interrupt the current call send the call back to the attendant to be routed to an assistant attendant Note Press the Hext display butto
34. atus of an extension or by creating a new name for an extension To add or change an extension 1 In any Directory tab view Full BLE Selected or Assigned click the extension in the Directory list for which you wish to change or add information In the Directory options click the Edit button The Edit Employee Information dialog box appears Use this dialog box to create or edit information in the employee database Click any editable box and type the new information Click the Save button to save the changes to the database and to automatically apply the changes to the employee s extension in the Directory Click the Close button to close the Edit Employee Information dialog box Enterprise Edge Attendant Console User Guide P0908544 Issue 02 Maintaining caller and employee information 71 To change the Person status of an extension 1 In any of the Directory views Full BLF Assigned or Selected click the extension 2 From the Status list box select None Not at desk or Out of office The status you choose appears as an icon in the Directory view to the left of the extension Name There is no icon for None Instead a blank space appears next to the person s telephone status if you select it If you select Out of office the Out of office icon appears 19 If you select Not at desk the Not at desk icon appears km Do not type in the Status box Creating a new name for an extension You can change the name o
35. call record Working with the Reports window To open the Reports window 1 On the Attendant window click Tools and then click Reports The Reports window opens 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 Page lt Page gt and Print buttons to define the type of report you create You can manipulate the preview image after you create a report Database box The Database box contains information on selecting a database Click the Select button to open the Open dialog box from which you can select a Microsoft Access database For more information about databases and how to locate the database mdb file refer to Loading the database on page 79 Type the path name of a Microsoft Access database in the Current Database Current Database box C Program Files Nort Information list box The Information list box contains the report type information Report Type The Report Type is active and available if you set a valid Microsoft Access database in the Current zl Database box c Description If you select a report type a description of the report type appears in the Description area Enterprise Edge Attendant Console User Guide P0908544 Issue 02 Period list box Generating reports 77 Note The Peri
36. d e acall that the called person 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 The callback is indicated by Fi 00 14 Terra Contours Inc 919 555 4565 L1 SERVICE 233 Darren Stevens Hold The Callback button displays the name and extension from which the call is returned and other call related information This allows you to personalize how you handle the call To respond to a Callback call 1 Click the Callback button The Caller Information list box shows the information originally displayed so that you can process the call accordingly such as transfer to Enterprise Edge Voice Messaging park the call page the called person and so on Responding to a callback that a called party returned A call that the called person elects not to take can be handled by you according to instructions that you or your company establish This type of call is similar to a Callback to the attendant The called person can use the buttons below the display area of the telephone to communicate to you the attendant how to handle the call with one of the following messages e Hold You ask the caller to hold for a moment e Assist You send the caller to the called party s assistant IntHct You inform the caller that the person they called is on the line and ask if they wish to
37. d Employees Selection dialog box From the Customer and Employee Selection dialog boxes you can choose which Employees or Customers to include in a report Employee Record Selection x asa a e 4l IM 5 8166 OANNE 8005 CS DE 8004 OHN M 8024 OHN M 8086 OHN w 5804 N 8213 KATHY 5895 KEITH 8042 KELLY 8123 KELLY 8020 KEN M 8143 x KEN MYR anan The program records which items were selected in this dialog box the last time you created a report When the dialog box opens any items that were selected last time appear as selected In this way you can modify the list of selected items Enterprise Edge Attendant Console User Guide P0908544 Issue 02 Generating reports 79 Creating and viewing reports Use the Reports component to generate quality reports for analyzing telephone use at your organization The following section provides the steps required to generate reports including selecting the database selecting a report type e setting the report period selecting employees and customers creating and previewing the report e printing the report Loading the database Enterprise Edge Attendant Console stores information about telephone use in your organization in a special database This database is used to generate the different types of reports In most cases you use the database installed on the Enterprise Edge server system However if you make backups of the database for archi
38. dant s extension number 2 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 are redirected from another attendant position where there are more incoming calls than Loop buttons For example if a main attendant is already handling six incoming calls the next call is redirected to the overflow attendant until one of the main attendant s six Loop buttons is available The overflow attendant can also operate as a main attendant an assistant attendant or any combination of the attendant types After you set up an Attendant PC as the overflow each Attendant PC that is set up to receive incoming calls must be set up to redirect calls to the overflow Attendant PC whenever overflow conditions exist You must activate the overflow feature at each Attendant PC Note Calls can be redirected to another Enterprise Edge Attendant Console attendant or any Enterprise Edge extension If all the Loop buttons are in use the Loop overflow icon appears in the Attendant Status Bar and the overflow call goes to the specified extension For more information on the Loop overflow icon see Status Bar on page 27 To set the overflow extension 1 On the Tools menu click Options The Options dialog box appears with the Options tab open
39. dant component and open the Enterprise Edge Attendant Console Attendant window 1 On the Attendant PC click Start and point to Programs point to Nortel Networks point to Attendant Console and then click Attendant The Enterprise Edge Attendant Console Attendant taskbar button appears on the taskbar The Enterprise Edge Attendant Console Attendant window appears with the Tip of the Day window over it 2 On the Tip of the Day window click the Close button Minimizing and maximizing the Attendant window You can minimize and maximize the Attendant window depending on your needs To minimize the Attendant window 1 In the title bar click Minimize mi The Attendant window minimizes To maximize the Attendant window Onthe taskbar click the Enterprise Edge Attendant Console Attendant taskbar button The Attendant window returns to regular size P0908544 Issue 02 Enterprise Edge Attendant Console User Guide 16 Getting started Quitting the Attendant component To quit the Attendant component 1 2 On the File menu click Exit or on the title bar click the Close box A message appears asking if you want to quit Enterprise Edge Attendant Console Click the Yes button You can also shut down the Attendant component from the Windows taskbar by right clicking the Enterprise Edge Attendant Console Attendant taskbar button and clicking the Close button Initializing and configuring the Attendant component Each P
40. dant transfers the call back to the employee 3 The calling party s name appears in the Enterprise Edge telephone display area of the called person s telephone for approximately 20 seconds To pick up the call that the attendant transfers back press the Talk display button To send the caller to an Assistant extension 1 Press the Assist display button This delivers a pre set message to the attendant The attendant tells the caller that the called person is temporarily unable to take calls and requests that they are transferred to an Assistant extension 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 P0908544 Issue 02 Enterprise Edge Attendant Console User Guide 62 Handling calls Enterprise Edge Attendant Console User Guide P0908544 Issue 02 Maintaining caller and employee 6 information Enterprise Edge Attendant Console manages both caller and employee information Maintaining caller information When your company is called information about the caller from the Enterprise Edge Attendant Console database appears in the Caller Information list box of the Attendant window You can decide to enter information for an incoming call depending on whether the caller is calling for the first time or has called previously and already exists in the dat
41. dling calls 51 To transfer a call to an outside number 1 With an active incoming call on Enterprise Edge Attendant Console in the Target list box type an outside telephone number 2 Click the Link Transfer button The Loop button label shows Active and the number in the Target list box is tone dialed 3 Click the Release button and the incoming call transfers to the outside telephone number The Attendant disconnects from the call and the Loop button becomes idle Parking holding and screening calls Enterprise Edge Attendant Console lets you screen calls for the called person place the calls on hold and park calls so that you can page the called person You can also talk to the employee in intercom mode using Voice Call Parking calls and paging employees The Park Page feature lets you place a call on Hold and page the employee You can also use this method to page an employee when there is no active call To park a call and page an employee 1 In the Target list box type the extension number of the called person If there is no active call and you want to page an employee type or select the extension of the person being paged in the Target list box 2 Click the Park Page button The Page dialog box appears The Page dialog box shows all parked calls and all page zones so that the called person can be paged P0908544 Issue 02 Enterprise Edge Attendant Console User Guide 52 Handling calls 101 John Doe for 227 227
42. dow on page 25 Answering calls as an attendant The Attendant window has six Loop buttons that are used to answer calls Each Loop button can handle a single call in progress The color of the Loop button changes depending on the activity You can show or hide inactive Loop buttons by clicking Hide Loop Buttons on the View menu If they are hidden the Loop buttons appear only when a call occurs When the Loop Overflow icon appears on the Status Bar there are more calls that the six indicated by the Loop buttons P0908544 Issue 02 Enterprise Edge Attendant Console User Guide 46 Handling calls A new incoming call appears as yellow Loop button that displays the word Ringing Information about the call appears beside the Loop button to assist you with personalized call processing e 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 F1 00 01 Terra Contours Inc 919 555 4565 Service Dept the timer above the Loop button shows in minutes and seconds how long the call is active e the company name to the right of the Loop button shows the company that is calling The company name is either from the caller database or if the caller is new from the Caller ID name provided by the telephone company If you do not subscribe to Caller ID service this line of display is blank You can enter or edit a company name using the Caller Information list box
43. e Introduction to Enterprise Edge Attendant Console 9 Access keys In Enterprise Edge Attendant Console each menu name and each command in the menu has an underlined letter called an Access key To use the Access keys 1 Press the Alt key This gives you access to the menu names in the menu bar 2 Press the Access key for the menu name For example to open the Edit menu press Alt then E and the Edit menu is displayed 3 Press the Access key for the desired command For example to select Caller In formation from the Edit menu press I and the Edit Caller Information dialog box appears Shortcut keys defined on the menus Shortcut key combinations are shown beside some menu commands When you use the Ctrl key with another key hold the Ctrl key down while pressing the second key in the combination The additional shortcut keys are In the Edit menu Cut Ctrl X Copy Ctrl C Paste Ctrl V Dial Paste Ctrl D Transfer Paste Ctrl T In the Transfer menu 1st Contact F9 2nd Contact F10 3rd Contact F11 Transfer to Target Num Pad Screen Transfer Ctrl Num Pad In the Caller menu Answer Next Esc Hold Ctrl H Release F12 Commands initiated by holding down the Alt key and an additional 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 hold dow
44. e Attendant extension setting indicates to the Attendant component which Enterprise Edge telephone belongs to the attendant P0908544 Issue 02 Enterprise Edge Attendant Console User Guide 18 Getting started The Attendant component displays all incoming calls to the attendant s telephone as a yellow Ringing Loop button on the Attendant window If the attendant s telephone is programmed to receive all the incoming calls for the company that is as a main attendant Enterprise Edge Attendant Console Attendant displays those calls Before the attendant can receive and make calls you must set the attendant s extension number through the Attendant component The extension must be a valid extension on the Enterprise Edge system and must be the telephone at the attendant s desk 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 Inthe Attendant option in the My Extension box type the extension number of the attendant s telephone 3 Click the OK button Part time main attendant setup The part time main attendant can answer incoming calls and performs tasks on the PC such as word processing The difference between the full time main attendant setup and the part time main attendant setup is that the part time setup has additional Attendant options selected that allow notification of incoming calls when the attendant component is
45. e information on page 67 P0908544 Issue 02 Enterprise Edge Attendant Console User Guide 40 Using the Attendant window 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 67 Edit Employee Information Bi x Name v Assistant Extension Type zi Record Number Close Department Voice Mail Box rt Eind Phone r Contacts New Name City State Province Zip Postal Code The Edit Employee Information dialog box contains the following boxes that are editable unless indicated otherwise Name list box contains the employee s name or the extension number if a name is not entered Type list box contains the classification of the employee record Employee is the default Department box contains the name of the department associated with the employee Phone box contains the employee s telephone number The Phone box is not editable City box contains the employee s city State Province box displays the state or province of the employee ZIP Postal Code box displays the ZIP code or Postal Code of the employee Assistant Extension box displays the extension of the person who handles calls for the extension when the employee cann
46. e Attendant Console User Guide P0908544 Issue 02 Using the Attendant window A This section explains how to use the buttons and options on the Enterprise Edge Attendant Console Attendant window with the mouse and the keyboard Components of the Attendant window The Enterprise Edge Attendant Console Attendant window contains title bar menu bar Loop buttons toolbar Caller Information Call processing area options Enterprise Edge Attendant Console Attendant Fie Edit View Tools Transfer Caller farget Attendant ME be Ta Caller Information TNE Target Name y Er Caller Type y hha Transfer Screen Company I e Page Call Note YMTrensfer Camp On Edit Hold Release Park Page Link Transfer Directory Status xl Make Caller Find Showy ll Department a Edit Assigned Selected 2287 2 2230 2 2251 2292 uw 2233 B 2234 NUM Wednesda Qeptember 15 1999 11 43 34AM 7 Status bar Directory options Directory list Components of the Attendant window Title bar The title bar is at the top of the Attendant window The program icon that appears on the left side of the title bar when clicked contains Restore Move Size Minimize Maximize and Close The telephone icon and the program title Enterprise Edge Attendant Console Attendant is displayed On the right side are the Windows standard Minimize Maximize and Close bu
47. e button and the incoming call transfers to the outside telephone number using the telephone company s Centrex capability The Attendant disconnects from the call and the Loop button becomes idle To Join a call on hold on a Loop button with an active call on another Loop button 1 On the toolbar click 2 Drag the Join cursor to the Loop button on which the call is held 3 Click the Loop button holding the call The two callers connect the Attendant releases from the active call and both Loop buttons become idle To create a conference call to an outside number 1 With an active incoming call on Enterprise Edge Attendant Console in the Target list box type an outside telephone number 2 Click the Link Transfer button The Loop button label shows Active and the number in the Target list box is tone dialed 3 Click the Link button to set up a conference call between the incoming call the outgoing call and the Attendant When the conference call is finished click the Release button to disconnect from the call Note To disable the Link Transfer button on the Tools menu click Options The Options dialog box appears Select Disable Link Transfer Option Enterprise Edge Attendant Console User Guide P0908544 Issue 02 Handling calls 57 Handling a callback call There are two types of calls that return to Enterprise Edge Attendant Console e acall that is not answered at the extension to which it was transferre
48. e call back to the extension Enterprise Edge Attendant Console User Guide P0908544 Issue 02 Handling calls 59 Making a call from the attendant s extension As the attendant you can call any extension in the company and any outside number The telephone number you type in the Target list box does not require special characters such as a hyphen a parenthesis a blank space or a comma special characters are ignored However to reach special services such as Interactive Voice Response systems IVR you can type special characters P and W in the Target list box and these characters can be dialed using E on the toolbar To place a call to an extension or outside number 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 outside number To transfer a call to an extension 1 Place or type an extension in the Target list box when there is an active call 2 Press Enter on the keyboard The call transfers to the extension If you select an entry in the Directory or in the Contacts box the extension number also appears in the Target list box If the Target is an extension the Person Status icon for the person appears to the left of the Target list box To the right of the Target the person s telephone status icon appears To make a call to an inside extension 1 Make sure that the number you want to call appe
49. elected and Assigned tab views remain unchanged Enterprise Edge Attendant Console User Guide P0908544 Issue 02 Handling calls 49 Using the Department list box You can search for a name by department from the Full tab using the Department list box Department To search by department 1 Click the arrow of the Department list box A list of departments associated with extensions appears in the list Note Department names for each extension are created in the Edit Employee Information dialog box Click a department name from the list and the department name appears in the Department box Click the Find button All extensions that match the department appear in a list under the Full Directory tab view In the Directory list box click the name of the employee being called The name appears in the Target list box After the search result is shown in the Full tab view the BLF Selected and Assigned tab views remain unchanged To restore all names in the Full tab view click the Show All button 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 Contacts e 227 Duncan Harold 25 Gibson Ben Ca rs P0908544 Issue 02 Enterprise Edge Attendant Console User Guide 50 Handling calls To transfer using the Contacts box 1 Double click the teleph
50. er Type Customer Fred Jones Company Company Bob Clark Note Hold Release Park Page Caller Information options include e Name Caller Type list boxes Unclassified Personal Employee Vendor or Customer Company and Note boxes e Contacts boxes that display the three parties the caller most frequently calls in your company The following buttons appear in the Caller Information options opens the Edit Caller Information dialog box Refer to Edt Maintaining caller information on page 63 places the active call on Hold Hold disconnects the active call Release places the active call in park and opens the Page dialog box Park Page so that you can page the person whose extension is in the Target list box Refer to Parking calls and paging employees on page 51 IEEE P0908544 Issue 02 Enterprise Edge Attendant Console User Guide 36 Using the Attendant window 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 the Edit button Edit Caller Information MB x Name Caller ID Name Save Caller Type I x Caller ID Number Close Company Record Number Eind Phone r Contacts City State Province Zip Postal Code New Caller
51. f an employee assigned to an extension To create a new name for an extension 1 In the Directory options click the Edit button The Edit Employee Information dialog box appears 2 Click the New Name button 3 Type the new employee s name 4 Click the Save button when you are done 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 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 a customer record P0908544 Issue 02 Enterprise Edge Attendant Console User Guide 72 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 1 Click an extension number in the Full Assigned or Selected Directory views 2 From the Note list box click the applicable note The note appears in the Directory list s Notes column Ne To type a note 1 Click an extension number in the Full Assigned or Selected Directory views 2 In the Note list box type a note 3 Press the Enter key The note appears in the Director
52. formation dialog box Enterprise Edge Attendant Console User Guide P0908544 Issue 02 Maintaining caller and employee information 67 To edit a caller s record 1 Make sure the caller name you want to edit appears in the Edit Caller Information dialog box Click the box you want to edit and make the change Repeat if needed 2 Click the Save button to save the changes to the database 3 Click the Close button to close the Edit Caller Information dialog box Note If you answer a call and then open the Edit Caller Information dialog box without first selecting a name from the Name box list you must click the Edit button twice To delete an existing caller record 1 In the Attendant window in the Caller Information options click the Edit button The Edit Caller Information dialog box appears 2 Make sure the caller name you want to delete appears 3 Click the Delete Caller button The record that appears in the Edit Caller Information dialog box is deleted from the database Maintaining employee information When Enterprise Edge Attendant Console is installed employee information is extracted by the Enterprise Edge server This information appears in the Directory list box in the bottom center of the Attendant window The Directory list box has four different tabs that display lists of employees They are Full BLF Busy Lamp Field Assigned and Selected For further information refer to Search and edit functions in t
53. he Directory options on page 38 P0908544 Issue 02 Enterprise Edge Attendant Console User Guide 68 Maintaining caller and employee information Working with the Directory list Information in the Directory list appears in ascending order for example to 9 or A to Z and sorting is based on the contents of only one column at a time If there are different forms of information in the same columns priority is given in the following order no information entered blank numeric then alphabetic For example if you sort a Name column that contains both names and extension numbers the extension numbers appear before the names Full BLF Assigned Selected Name Ext Notes Department La Cruise Nanell 223 Marketing Ca Gibson Ben 226 Accounting xf Villegas Alejandra 227 Sales Dupuis Claire 228 Administration eq Duncan Harold 230 Working at home Development 237 Accounting D wi 245 Research You can sort Directory information by column by clicking any column heading For example to sort the directory by extension click the Ext column heading The listing appears with the extensions in numerical order To sort a column of information in the Directory 1 Click the tab for the view you want to sort either Full Selected or Assigned Information in the BLF tab view appears in the same order you select for Full view 2 Click the column heading you want to sort either Name Ext Notes or Department Finding
54. he same company and click the OK button 4 Click New Name and the Name box is cleared The other boxes are unaltered 5 Type the new caller s name P0908544 Issue 02 Enterprise Edge Attendant Console User Guide 66 Maintaining caller and employee information 6 d Click the Save button The record is now saved in the database Click the Close button Note If you click the Close button without first clicking the Save button the Edit Caller Information dialog box closes without saving any changes Finding and editing caller information You can edit caller information at any time and save the changes To find caller information l In the Attendant window in the Caller Information options click the Edit button The Edit Caller Information dialog box appears Click the Find button The Find dialog box appears Use the Find dialog box to find a caller s name in the database In the Name box type the first letter or letters of the caller s last name Note Ifthe caller s first name is used instead of their last name type the first letter or letters of the caller s first name Click the OK button or press the Enter key The Find dialog box closes Any matching names appear in the Name list box of the Edit Caller Information dialog box If there is more than one name a list appears below the Name box Click the caller name you want to edit The information about the caller appears in the Edit Caller In
55. ialog box If a directory is large the pause can be several seconds long After the pause the Selection dialog box appears 2 The Selection dialog box contains a list of Employees or Customers The list of Customers has a single column that lists the Customer s Company Name The list of Employees has several columns that list the employee s last first and middle names and telephone extension Resize the columns by dragging the column header edges in the bar at the top of the list 3 You can choose either a single item or multiple items Items that you select appear with a blue background behind their boxes Choose a single item by clicking it Choose multiple items by holding down the Control key while you select the items you want You can select up to 100 items from the list If you require more than 100 items do several reports with different selection lists or click the All button 4 Click the OK button The Customer or Employee Record Selection dialog box closes and the Selection list box displays the items you selected from the dialog box Enterprise Edge Attendant Console User Guide P0908544 Issue 02 Generating reports 83 Create Report button When all the data needed to create a report is provided in the other report controls the Create Report button is available To create a report 1 Click the Create Report button This starts the report generation process The Reporting animated icon appears indicating that
56. interrupt the call The display button the employee presses sends a pre set message to you Either Hold Assistant or Interact is displayed below the Callback button P0908544 Issue 02 Enterprise Edge Attendant Console User Guide 58 Handling calls To respond to a Callback call that a called party returned 1 Click the Callback button The Caller Information list box shows the information originally displayed 2 Advise the caller according to the pre set message that appears To process a hold call 1 Advise 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 called employee s extension To process an assistant call 1 Tell the caller that the employee is temporarily unable to take calls and requests that calls are routed to the Assistant extension 2 Click the Edit menu and then click Employee Information The Employee Information dialog box appears and the assistant s number appears in the Assistant Extension box 3 Click the Close button to return to the Attendant window 4 In the Target list box enter the assistant s extension number 5 Transfer the call to the assistant s extension number To process an interact call 1 Tell the caller that the employee is on another call but can be interrupted 2 If the caller agrees enter the employee s extension in the Target list box 3 Transfer th
57. ions in the Directory list of the Attendant window 1 On the Tools menu click Options The Options dialog box appears with the Options tab open 2 Click the Selected tab 3 To add an extension click the extension you want in the All extensions list and click gt gt to copy it to the Selected extensions list 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 Enterprise Edge Attendant Console User Guide P0908544 Issue 02 Getting started 23 Setting Transfer options for the voice message mailbox and linking If your Enterprise Edge server is not connected to a Centrex switch or is not connected to Enterprise Edge Voice Messaging you can disable the Link Transfer or VM Transfer buttons on the Attendant window To disable the Transfer Options 1 On the Tools menu click Options The Options dialog box appears with the Options tab open The Transfer Options are in the bottom right of the dialog box 2 Select the Disable VM Transfer check box to disable the VM Transfer button or select the Disable Link Transfer check box to make disable the Link Transfer button If they are disabled the buttons appear dimmed on the Attendant window You can re enable the buttons by clearing the check mark from the appropriate check box P0908544 Issue 02 Enterprise Edge Attendant Console User Guide 24 Getting started Enterprise Edg
58. isplayed word shows the type of call activity occurring You can display or hide Loop buttons depending on your preference On the View menu click Hide Loop Buttons When a check mark appears only active Loop buttons appear When Hide Loop Buttons is not selected all the Loop buttons appear Words and colors on Loop buttons The word Ringing appears on a yellow Loop button when an incoming call rings at the attendant s extension A green Loop button with the word Active appears when a call is answered by the attendant Only one Loop button is active at one time A blue Loop button with the words On Hold appears when a call is on hold at the attendant s extension An orange Loop button with the word Callback appears when a call returns to the attendant from the Target extension A red Loop button with the word Ringing appears when a call rings at an Assigned extension Grey Loop buttons appear when the Loop button is inactive and when Hide Loop Buttons is not selected EE EE Enterprise Edge Attendant Console User Guide P0908544 Issue 02 Using the Attendant window 35 Using Caller Information options Caller Information options are in the top center of the Attendant window Caller Information options contain information about the caller that appears in the boxes when you answer a call Caller Information Contacts Name ohn Doe se Jane Smith Call
59. ling calls explains how an attendant answers and directs incoming calls and how a person being called answers and manages calls 6 Maintaining caller and employee information describes how you enter edit and maintain caller and employee information 7 Generating reports explains how to use the Reports component to generate and customize reports Glossary defines terms and acronyms used in this guide that are relevant to Enterprise Edge Attendant Console Conventions Naming of window components Refer to Components of the Attendant window on page 25 for window terminology used in this document Using the keyboard to navigate Enterprise Edge Attendant Console You can use the keyboard to do many tasks quickly in Enterprise Edge Attendant Console There are three kinds of keyboard navigation The first two types are Windows standard while the third type is particular to Enterprise Edge Attendant Console They are e Access keys which are the letters underlined in menu names and commands For more information refer to Access keys on page 9 shortcut keys defined on the menus For more information refer to Shortcut keys defined on the menus on page 9 commands initiated by pressing the Alt key and another key For more information refer to Commands initiated by holding down the Alt key and an additional key on page 9 P0908544 Issue 02 Enterprise Edge Attendant Console User Guid
60. ller Information 28 Caller information finding and editing 66 Caller Information options 26 Edit button 35 Hold button 35 Park Page button 35 Release button 35 Caller menu 31 Caller record creating new 63 deleting 67 Caller Type 36 Calls by customers report 75 Calls to employees report 75 City box 40 Close button 41 Company box 36 Computer Telephony Adapter 85 ConsoleServiceDB 79 Contacting employees using Voice Call 55 Contacts boxes 36 47 Conventions 8 Copy 28 Creating a new caller record 63 CTA 85 Cut 28 D Department box 40 49 Dial DTMF Tones 32 Dial Paste 28 Directory Find box 48 Enterprise Edge Attendant Console User Guide 90 Index Directory list 17 27 41 68 Department column 43 employee information 42 Ext column 43 extension information 42 Name column 43 Notes column 43 sorting information 43 Directory list tab views 41 42 48 BLF tab view 42 Full 41 Selected 42 Disable Link Transfer 23 Disable VM Transfer 23 Do Not Disturb 42 DTMF button 33 E Edit Caller Information dialog box 36 Caller ID Name 36 Caller ID Number 36 Caller Type 36 Close button 37 Company box 36 Contacts 36 Delete Caller button 37 Find button 37 Name box 40 New Caller button 37 New Name button 37 Phone box 36 Record number 36 Save button 37 Edit Employee Information dialog box Assistant Extension box 40 Contacts box 41 Department box 40 Voice Message box 41 Edit menu 28 Employee Information command 28 Enterp
61. n the Alt key while you press other key For example to place an active call on Hold hold down the Alt key and press H P0908544 Issue 02 Enterprise Edge Attendant Console User Guide 10 Introduction to Enterprise Edge Attendant Console Processing a call with right click capability Right click capability helps you process calls faster by minimizing mouse movement You can use right click capability for these call processing options originate a call transfer a call screened transfer transfer a call to voice message mailbox e ink transfer e park a call and page an employee camp a call on an extension To use right click capability 1 Click a name or extension in the Directory list and right click the mouse A list of call processing commands appears Directory Status Make Caller Find Show All Note Department Edit Full BLF Assigned Selected Name Est Notes Department a 22a Marketing Call Ca Davis Kenr T Research T Duncan He ransfer Development T Dupuis Clai Screen Transfer Administration emi VM Transfer Villegas Ale k Sales Link Transfer Carrera Am Park P Accounting Gibson Ber CAES Accounting Camp On JE D 2 Click one of the call processing commands References As an Enterprise Edge attendant you can refer to the Enterprise Edge Attendant Console Set Up and Operation Guide for more information about Enterprise Edge Attendant Console
62. n a list in the Full tab Directory view To search by department Note A department search takes priority over a name search 1 In the Directory options click the arrow of the Department list box A list of departments that are associated with extensions appear in the list The name of the department for each extension appears in the Edit Employee Information dialog box 2 Click the department name from the list and the department name appears in the Department box 3 Click the Find button Any extensions that match the department appear in a list in the Full tab Directory view P0908544 Issue 02 Enterprise Edge Attendant Console User Guide 70 Maintaining caller and employee information To search for an individual in a department 1 2e From the Department box select a department In the Find box type the person s name Click the Find button Any extensions that match the name in the department appear in a list in the Full tab Directory view Resetting the Full tab view You can reset the Full tab view to the default display To reset the Full tab view 1 In the Directory options click the Show All button The Full tab view appears with extension names notes and department information 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 st
63. n about individual employees Note Y Enterprise Edge Attendant Console User Guide P0908544 Issue 02 Using the Attendant window 39 changes the caller Caller ID record to an Make Caller employee record if an employee calls in from outside This prevents an employee name from appearing in the caller record related to the Caller ID name number finds names of individual employees or groups of employees by department The Find Find box finds employee by name The Department box is finds employees by Department E department Type the first few letters of the name in the Find box and click the Find button Names that start with the letters appear in the Directory list To search by department select a department from the Department list box and then click the Find button Employees in the selected department appear in the Directory list Show All resets the Full tab Directory view to display all names and extensions opens the Edit Employee Information dialog Edi box If you select a name or extension in the Directory list information about to that name or extension appears in the dialog box If you do not select a name or extension the Edit Employee Information dialog box is empty You can also access the Edit Employee Information window by clicking the Edit menu and clicking Employee Information Refer to The Edit Employee Information dialog box on page 40 and Maintaining employe
64. n to see more than the first two options that appear To talk to the caller 1 Press the Talk display button to automatically connect with the call or pick up the handset If the telephone is in use press the Talk display button to put the first call on hold and connect the new caller To send the caller to the attendant who asks the caller to hold 1 Press the Hold display button This delivers a pre set message to the attendant The attendant asks the caller to hold for the called person and camps the call to the called person s extension 2 The called person sees the call camped on their telephone and handles the call Enterprise Edge Attendant Console User Guide P0908544 Issue 02 Handling calls 61 To send the caller to Enterprise Edge Voice Messaging 1 Press the WWM display button on the telephone The call automatically transfers to the called person s voice message mailbox To join the caller with another call 1 Press the Jain display button to conference the caller in with your current call The called person can see the caller s name or Caller ID name in the display area of the Enterprise Edge telephone and decide whether to join the caller with the current call To send the call to the attendant who asks the caller if they want to interrupt 1 Press the IrtAct display button This delivers a pre set message to the attendant who asks the caller if they want to interrupt the employee 2 If yes the atten
65. ncoming calls Very few key strokes are required for most everyday activities For example answering an incoming call and transferring it to an extension usually requires only 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 The GUI provides you with at a glance information about the progress and status of calls Even before a call is answered you are provided with advance information about the call and caller including the caller s telephone number and the length of time that the caller is waiting If calls transfer back to you the Attendant window immediately displays the status of the call The readily available on line help ensures that Enterprise Edge Attendant Console is easy to learn and to use Because performing normal attendant functions is faster with a GUI you can do other tasks Advanced software capabilities Here are some of Enterprise Edge Attendant Console s advanced software capabilities Visual call announcing and Even when a telephone is busy with a call an attendant can control send caller information to the telephone s two line display area Using display buttons the person called can control the call accordingly This means that important calls are not lost Backup attendant Incoming calls can be quickly and easily transferred to a backup attendant sitting at a different location than the main attendant This
66. nected to the Target extension when you click Transfer Now in the Screen Transfer dialog box opens the Page dialog box Page makes a call from the attendant s extension to the number in Call 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 VMTransfer places a call on hold at the target extension Camp On accesses Centrex CO line features such as off premise transfer or conference or other systems or carriers while on Link Transfer an outside call It is also used to tone dial the digits in the Target list box PEEER LE Using the Directory options The Directory options are at the bottom of the Attendant window They contains tabbed directories that show various views of the extensions on your Enterprise Edge telephone system The Directory options also contain buttons and boxes for searching and editing extension and employee information Search and edit functions in the Directory options The buttons and boxes in the Directory options are used to search for and edit employee information that appears in the Directory list indicates the status of the employee When you select a category from the list box a Status corresponding icon appears in the first column of the Directory list The available category are None Not at Desk and Out of Office used to enter informatio
67. ng and Joining calls on page 56 Use the DTMF button to dial DTMF tone digits to the external number in the Target list box This must be used in conjunction with the Link button and with outdialing on an active line to access other systems or carriers such as Centrex This button also sends special characters for example from the Target list box to other services such as Interactive Voice Response IVR and Enterprise Edge messaging services FH H Use the Join button to connect two callers by joining the active call with the call that is on hold at the Enterprise Edge Attendant Console Refer to Linking and Joining calls on page 56 P0908544 Issue 02 Enterprise Edge Attendant Console User Guide 34 Using the Attendant window Use the View Parked button to display the Parked dialog box which lists any parked calls Calls can be parked and Ed retrieved from any Enterprise Edge telephone connected to your Enterprise Edge server Refer to Parking calls and paging employees on page 51 Use the Voice Call to initiate a call from the attendant s telephone to the speaker of another telephone without first ta causing the telephone to ring Refer to Parking calls and paging employees on page 51 Six Loop buttons labeled F1 to F6 are on the left side of the Attendant window and are used to answer calls Each Loop button represents call The color of the Loop button and the d
68. o m m New Name Delete Caller 31444 The Edit Caller Information dialog box contains the following boxes Name list box contains the caller s name A first time caller name is the Caller ID name provided by the telephone company You can change this Caller ID name to the actual caller s name Caller Type list box contains the classification of the caller There are five types to choose from Unclassified Personal Employee Vendor and Customer Company box contains the name of the company associated with the caller The Caller ID name is automatically filled in this box You can edited it here or in the Caller Information options Phone box contains the callers telephone number of the caller City State Province contain the caller s address and ZIP Postal Code boxes Caller ID Name and Caller ID Number boxes contain information provided through subscription by the public switched telephone network Record Number box contains a unique caller record identifier number This box is not editable Contacts boxes list the caller s three most frequently called persons in your company Enterprise Edge Attendant Console User Guide P0908544 Issue 02 Using the Attendant window 37 The following buttons appear in the Edit Caller Information dialog box Sage saves the caller record displayed in the boxes of the Edit Caller Information dialog box t
69. o the database lous closes the Edit Caller Information dialog box without saving the changes to the record M opens the Find dialog box in the Edit Caller Information dialog box creates a blank caller record that you can add information New Caller to creates a new name caller record using an existing caller record All boxes except the Name box contain the existing caller information You must enter the new name New Name deletes caller record displayed in the Edit Caller Information Posee eed dialog box from the database A Using the call processing area Target s Transfer Screen Page Call VMTransfer Camp On Link Transfer i The call processing area is at the top right of the Attendant window and includes the Target list box e aseries of buttons including Transfer Page VMTransfer Screen Call Camp On and Link Transfer Target Use the Target list box to enter the extension or telephone 1 232 Davis Kenny number to call P0908544 Issue 02 Enterprise Edge Attendant Console User Guide 38 Using the Attendant window The following buttons are in the call processing area transfers the active call to the extension number in the Target Transfer list box screens a call transfer of an active call to the extension number in the Target list box Click the Screen button and the Screen caller is put on hold The caller is con
70. od list box is active if e you select a valid database and e you select a Report Type requires you to define a Report Period One Week opens the One Week dialog box from which you can specify a report period with a duration of one week Sunday through Saturday One Month opens the One Month dialog box This dialog box lets you select a one month Report Period From fi2n 497 To 2 31 497 shows the date of the beginning of the report period The boxes change to reflect dates set by other controls such as the Month Week and Calendar buttons The dates in the boxes are checked to ensure that the From date is earlier than or the same as the To date If this rule is broken an error message appears opens the Calendar dialog boxes that you use to set the From and To Report Period Dates The Calendar dialog box resembles the Calendar dialogs boxes in other Windows based programs The Calendar buttons are active if you select a valid database and you select a Report Type that requires you to define a Report Period Calendar x Date r i cea eee hob du Bd Tu T U3 eb ebay we al ahs 19020821822 23 24 75 26 27 28 29 30 31 PO908544 Issue 02 Enterprise Edge Attendant Console User Guide 78 Generating reports Employees and Customers options Use these options to define customers or employees to generate a report for The Employees and Customer
71. ols menu click Options The Options dialog box appears with the Options tab open 2 Click the Assigned tab 3 After you view the extensions click the OK button Enterprise Edge Attendant Console User Guide P0908544 Issue 02 Getting started 21 Setting up other attendant features Call notification There are two ways Enterprise Edge Attendant Console can notify an attendant of incoming calls If an attendant keeps the Attendant window minimized and works on other tasks they are notified of incoming calls with a Call Notification dialog box The attendant can answer the call by clicking Take on the dialog box or ignore the call and let another attendant answer it If the Attendant window is not minimized the attendant is notified of an incoming call by Ringing Loop button To activate call notification On the Tools menu click Options The Options dialog box appears In the Pop Call Notification dialog box when list click either check box Assigned extension rings The attendant is notified of calls to the assigned extensions or My extension rings The attendant is notified when their own extension has an incoming call If both check boxes are clear the attendant is not notified of calls when the window is minimized Click the OK button When an outside call arrives for an assigned extension a Call Notification dialog box appears to inform the assistant attendant of the call Internal calls from an ex
72. one status icon to the right of the Contacts box The call transfers to the displayed extension To transfer using the Target list box Target e 232 Davis Kenny 1 Make sure the extension in the Target list box is correct Double click the telephone status icon to the right of 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 transfers to the displayed extension To transfer using the Directory list Full BLF Assigned Selected Name Ext Notes Department ba Cruise Nanell 223 Marketing Ca Gibson Ben 225 Accounting x Villegas Alejandra 227 Sales RR Dupuis Claire 228 Administration eq Duncan Harold 230 Working at home Development Carrera Amparo 237 Accounting bam Davis Kenny 245 Research E S El 1 Scroll through the Directory list Double click the telephone status icon or the name of the person to whom you are transferring the call The call transfers To transfer a call to the voice message mailbox of the extension in the Target list box 1 Type the extension number of the employee in the Target list box 2 Click the VMTransfer button The caller transfers and the Loop button becomes idle Note You can make the VMTransfer button inactive when a non Enterprise Edge Voice Messaging system is attached to the Enterprise Edge server Enterprise Edge Attendant Console User Guide P0908544 Issue 02 Han
73. onent Edit menu Edit Cut Ctrl Copy Ctrl C Paste Ctrl V Dial Paste Ctrl D Transfer Paste Ctri T Caller Information Employee Information The Edit menu contains Cut cuts selected text from an editable box and moves it to the Clipboard Copy copies a selection of text from an editable box and moves it to the Clipboard Paste inserts the Clipboard contents at the insertion point Dial Paste dials the number in the Clipboard The number can include special characters such as hyphen parenthesis space or period Note The Clipboard contents are added to any characters already in the Target list box This allows you to type a routing code in the Target list box first and then click the Dial Paste button Transfer Paste transfers a call to the number in the Clipboard Caller Information opens the Edit Caller Information dialog box The Edit button in the Caller Information list performs the same function Refer to The Edit Caller Information dialog box on page 36 and Maintaining caller information on page 63 Employee Information opens the Edit Employee Information dialog box The Edit button in the Directory list performs the same function Refer to The Edit Employee Information dialog box on page 40 and Maintaining employee information on page 67 Enterprise Edge Attendant Console User Guide P0908544 Issue 02 View menu View v Toolbar v Status Bar
74. ontours Inc Target 223 Howard Wes Cancel 2 Ask the person being called if they can take the call If the answer is yes click the Transfer Now button and the call transfers If the answer is no follow steps 3 to 5 3 Click the Cancel button 4 Click the Loop button on which the call is being held to reconnect with the caller 5 Process the call accordingly Contacting employees using Voice Call You can use this feature as an intercom to talk directly through the speaker of the employee s telephone To use the Voice Call button 1 In the Target list box type or enter the extension of the employee 2 On the toolbar click amp 3 Speak to the employee through the speaker in their telephone P0908544 Issue 02 Enterprise Edge Attendant Console User Guide 56 Handling calls Linking and Joining calls Using Enterprise Edge Attendant Console you can link calls to create conference calls or have callers join existing calls to also create conference calls Note Use the DTMF button to transfer or link calls on Centrex lines To use the DTMF button with an active incoming call on a Loop button 1 On the toolbar click The active incoming call is placed on hold 2 In the Target list box type an outside telephone number 3 On the toolbar click LA The number in the Target list box is dialed out with DTMF tones on the same CO line on which the active incoming call arrived 4 Click the Releas
75. options contain generates a report that includes data for members of the selected All category Employees or Customers generates a report that includes data for the members in the list Select box If you click the Select option the button under the selection list box labeled either Customer or Employee becomes available so you can make your selection Note The All and Select options for Employees or Customers are available only if you select a valid database if you select the report period and if you select a Report Type that uses the category Employees or Customers list box displays information if you select a subset of the customers and employees in your database If you choose All the list box is blank The list box cannot be directly edited If the selected list is long enough you can scroll to view its contents Use the buttons under the list box to change the contents of the list Customer Employee access directories The Employee and Customer options are option active if you choose the Select option Click these options to display either the Employee or Customer Record Selection dialog box from which you can make your selection Note These options are available only if you choose a valid database if you have select a Report Period if required if you select a Report Type that involves either Employees or Customers and if you choose the Select option for the category Customers an
76. ormation refer to The Edit Caller Information dialog box on page 36 If you are not refer to Finding the called person s extension and placing it in the Target list box on page 47 To release or hang up a call 1 Click the Release button The call disconnects and the Loop button becomes idle 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 including e Using the Contacts boxes on page 47 e Using the Directory tab views on page 48 e Using the Directory Find box on page 48 e Using the Department list box on page 49 Using the Contacts boxes The Contacts boxes contain the extension numbers and names of the three most frequently called parties that the caller requests These caller contacts are listed from most frequently to least frequently called Contacts e 227 Duncan Harold 25 Gibson Ben Ca To the left of each Contact box is the current person status icon for that contact and to the right of each Contact box is that person s telephone status icon To transfer a caller to one of the three most frequently called parties 1 Double click the telephone status icon The call is forwarded to that extension P0908544 Issue 02 Enterprise Edge Attendant Console User Guide 48
77. ot Record Number box displays a unique record identifier number The Record Number box is not editable Enterprise Edge Attendant Console User Guide P0908544 Issue 02 Using the Attendant window 41 Name list box contains the employee s name or the extension number if a name is not entered Voice Mail box displays the voice message mailbox extension of the employee Voice Mail Box is not editable Contacts boxes lists the employee s three most frequently called persons extensions in the Company The following buttons appear in the Edit Employee Information dialog box cas saves the employee information displayed to the database loss closes the window without saving the record EIS opens the Find dialog box in the Edit Employee Information x dialog box Refer to Maintaining employee information on page 67 creates a new name for the extension and leaves all other boxes unchanged HE New Name Directory list Directory list tab views There are four Directory list views that are accessed by clicking tabs They are Directory Status x Make Caller Eind Show All Note Department Edit Full BLF Assigned Selected Name Ext Notes Department Cruise Nanell 223 Marketing Gibson Ben 226 Accounting T Villegas Alejandra 227 Sales 2 Dupuis Claire 228 Administration Duncan Harold 230 Development Carrera Ampa
78. r s name to the employee s Enterprise Edge telephone display e park calls and page employees e view information in a Directory about your company s employees such as their extension number person status and telephone status create and print reports showing how incoming calls are handled e view the status of all extensions in the company s Enterprise Edge Attendant Console system P0908544 Issue 02 Enterprise Edge Attendant Console User Guide 8 Introduction to Enterprise Edge Attendant Console About this guide This document describes how Enterprise Edge Enterprise Edge Attendant Console works and how to use it in your company The instructions in this guide are intended for experienced PC users The Enterprise Edge Attendant Console User Guide is organized as follows 1 Introduction to Enterprise Edge Attendant Console provides an overview of how this guide is organized offers references and discusses using shortcut keys and right click mouse capability 2 Understanding Enterprise Edge Attendant Console explains how Enterprise Edge works and explains the features available with Enterprise Edge Attendant Console UJ Getting started describes how to start minimize maximize and close the Attendant component and how to change the different Attendant setups 4 Working with the Attendant window explains the components of the Enterprise Edge Attendant Console Attendant window un Hand
79. rise Edge Attendant Console About 8 Attendant button 22 Introduction 7 keyboard navigation 8 Enterprise Edge Attendant Console Attendant window 17 Enterprise Edge Attendant Console features 12 Enterprise Edge Attendant Console Help 33 Exit 28 Extension creating an new name for 71 finding the correct 47 Enterprise Edge Attendant Console User Guide Extension box 19 Extension Directory report 76 Extension Attendant 16 F File menu 28 Find button 41 Finding an employee record 68 Finding and editing caller information 66 Finding the correct extension 47 Full tab view 41 resetting 70 Full time main attendant 17 G Generating reports 75 Glossary 85 Green Loop button 34 H Handling a Callback call Callback call 57 Handling calls 45 Help file 33 Help menu 33 Hide Loop Buttons 29 Hold 31 54 placing and retrieving calls 54 Hold button 35 Hunt Group 42 l In 32 In and Out buttons 33 Introduction to Enterprise Edge Attendant Console 7 J Join button 33 L LAN 86 Link 32 Link button 33 Link Transfer button 23 Linking and Joining calls 56 Log to File 29 Loop button 18 19 21 34 46 Loop buttons 26 Loop Overflow icon 19 27 45 P0908544 Issue 02 M Main attendant full time 17 Maintaining caller information 63 Maintaining employee information 67 Making a call from the attendant s extension 59 Managing calls at the employee s telephone 60 Managing calls using telephone display buttons 60
80. ro 237 Accounting T Davis Kenny 245 Research Ken v f Full displays extensions connected to the Enterprise Edge server including wireless Companion telephones Enterprise Edge Voice Messaging extensions and Hunt group extensions This view displays the maximum amount of extension and employee information allowed in the Directory list P0908544 Issue 02 Enterprise Edge Attendant Console User Guide 42 Using the Attendant window BLF displays extensions connected to the Enterprise Edge server including wireless Companion telephones Enterprise Edge Voice Messaging extensions and Hunt group extensions This view displays only the person status icon telephone status icon and employee name This allows more extensions to be displayed at once Assigned displays specific extensions for which an assistant attendant is responsible Like the Full tab view the Assigned tab view displays the maximum amount of extension and employee information allowed in the Directory list Extensions are assigned or removed from the Assigned tab view in the Options dialog box Refer to Assistant attendant setup on page 20 Selected displays a subset of the Full tab extensions The Selected tab view displays the maximum amount of extension and employee information allowed in the Directory list Selected extensions are particularly useful if the attendant directs incoming calls to a limited number of extensions and wants
81. tension to an assigned extension are not displayed on the assistant attendant s window P0908544 Issue 02 Enterprise Edge Attendant Console User Guide 22 Getting started Automatically restoring the Attendant window when a call comes in Part time attendants can have the Attendant window minimized or under another window The attendant can restore the Attendant window from the taskbar by clicking the Enterprise Edge Attendant Console Attendant taskbar button A quicker method is to set the Attendant window to restore automatically The Attendant component can automatically restore the window when the attendant s extension goes off hook active To set the Attendant window to restore automatically 1 On the Tools menu click Options The Options dialog box appears with the Options tab open 2 In the Restore minimized Attendant screen when option click the Call Answered on Attendant extension check box 3 Click the OK button When an outside call arrives for an assigned extension a Call Notification dialog box appears to inform the assistant attendant of the call Internal calls from an extension to an assigned extension are not displayed on the assistant attendant s window Setting the Attendant Selected option The Selected tab lets the attendant can 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 selected extens
82. ttendant window and has three sections Directory list displays the Name Extension Notes and Department of extensions From the directory list you can select a name and number to appear in the Target list box The Directory list also shows the telephone status icon and the person status icon for extensions Note and Status list boxes let you change the status of the employee and include a note for an extension Find and Department boxes search for extensions and edit employee information and Show All and Edit buttons extension records Status Bar To display the Status Bar 1 Click View and then click Status Bar The Status Bar contains Displays the functions of the toolbar button when you Place an intercom voice call point at it The Loop Overflow icon appears if there are more calls E waiting to be answered than available Loop buttons RO Appears if the Num Lock key is on Shows date and time Friday September 18 1998 01 47 45 PM P0908544 Issue 02 Enterprise Edge Attendant Console User Guide 28 Using the Attendant window Using the menu bar The menu bar contains the menus on the Enterprise Edge Attendant Console Attendant window Help tips appear in the Status bar at the bottom of the Attendant window if you move the mouse pointer over the commands in the menu File menu File Exit The File menu contains Exit closes the Attendant comp
83. ttons P0908544 Issue 02 Enterprise Edge Attendant Console User Guide 26 Using the Attendant window Menu bar The menu bar is under the title bar and contains the File Edit View Tools Transfer Caller Target Attendant and Help menus Use these menus to access Attendant functions Toolbar The toolbar is under the menu bar and contains several buttons that provide quick and easy access to some Enterprise Edge Attendant Console functions Loop buttons The Loop buttons on the left of the Attendant window are labeled F1 F2 and so on and are used to answer calls Each Loop button can handle a single call The Loop button has a color and a word that represents its type of call activity For example a yellow Loop button with the word Ringing represents an incoming call at the attendant s extension For information on how to hide or display the Loop buttons except for those that indicate call activity refer to View menu on page 29 Caller Information options The Caller Information options is in the top center of the Attendant window and displays information about the caller that is stored in the Enterprise Edge server database Call processing area Use the Target list box and the Call Processing buttons at the top right of the Attendant window to make and transfer calls Enterprise Edge Attendant Console User Guide P0908544 Issue 02 Using the Attendant window 27 Directory list The Directory list is at the bottom of the A
84. u 28 View menu 29 Tools menu 29 Transfer menu 30 Callermenu 31 Target menu 32 Attendant menu 32 Help menu 33 Using the toolbar 33 Using Caller Information options 35 Using the call processing area 37 Using the Directory options 38 Search and edit functions in the Directory options 38 Directory list 41 Handling calls 45 Answering calls as an attendant 45 Finding the called person s extension and placing it in the Target list box 47 Using the Contacts boxes 47 Using the Directory tab views 48 Using the Directory Find box 48 Using the Department list box 49 Transferring a call 49 Parking holding and screening calls 51 Parking calls and paging employees 51 Placing and retrieving calls on hold 54 Screening calls 55 Contacting employees using Voice Call 55 Linking and Joining calls 56 Handling a callback call 57 Responding to a callback that an extension did not answer 57 Responding to a callback that a called party returned 57 Making a call from the attendant s extension 59 Managing calls at the employee s telephone 60 Enterprise Edge Attendant Console User Guide P0908544 Issue 02 Chapter 6 Chapter 7 Contents 5 Maintaining caller and employee information 63 Maintaining caller information 63 Creating a new caller record 63 Finding and editing caller information 66 Maintaining employee information 67 Working with the Directory list 68 Finding an employee record 68 Editing employee information 70 Generating reports
85. ulti tasking environment You can use your PC for other tasks such as word processing in addition to attending to calls You can quickly switch from PC tasks to the Attendant window if there is an incoming call Attendant types Each PC that has the Attendant component installed is set up 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 that all calls can be handled in a professional and timely manner For detailed information about attendant setups refer to Types of attendant setups on page 17 PO908544 Issue 02 Enterprise Edge Attendant Console User Guide 14 Understanding Enterprise Edge Attendant Console Enterprise Edge Attendant Console User Guide P0908544 Issue 02 Getting started 3 After your Enterprise Edge Attendant Console system is set up and checked by the installer or System Administrator you can use the Enterprise Edge Attendant Console components Before you handle calls make sure you know how to start and quit Enterprise Edge Attendant Console on your PC For information on starting the components for the first time refer to Initializing and configuring the Attendant component on page 16 Starting the Attendant component For information about changing the Attendant window settings refer to Initializing and configuring the Attendant component on page 16 To start the Atten
86. utomatically account for leap years centuries and millennia To cancel a selection press the Esc key or click the Cancel button The Period list box information does not change 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 by the above mentioned rule 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 P0908544 Issue 02 Enterprise Edge Attendant Console User Guide 82 Generating reports Selecting employees and customers for the report Some report types especially those that deal with call data allow you to choose sets of employees customers or both for which the data is summarized in the report Reports make categories available that are appropriate to the type of report that you chose If your Report Type does not need or allow these selections the Employees and Customers options remain inactive and you can go to the next step To select the Employees or Customers 1 Click either the Employees or Customers option The Employee or Customer Record Selection dialog box appears Note The first time you click one of these options after you connect to a database a wait cursor appears while Reports builds the directory After Reports builds the directory if you click an option a pause occurs while Reports opens the d
87. utton to see the Enterprise Edge Attendant Console Attendant window Enterprise Edge Attendant Console Attendant Of x File Edit View Tools Transfer Caller Target Attendant Help m Caller Information Contacts Target Name hd ei Caller Type c Transfer Screen Company Page Call Note FC YMTranser Camp On Edit Hold Release Patk Page Link Transfer r Directory Status x Make Caller Eind Show All Note gt Department Edit Full Assigned Selected Name Notes Department T 2255 wm 2257 2 2230 2292 wu 2233 2234 T 2236 wu 2237 When the setup is complete the Directory list displays the Enterprise Edge extensions connected to the Enterprise Edge server Types of attendant setups Each PC that has the Attendant component installed must be set up to handle calls either as a main attendant overflow attendant backup attendant or assistant attendant Full time main attendant setup The full time main attendant setup is intended for a telephone operator that has the Attendant window always visible on their PC There can be more than one full time attendant Every Attendant component must have the Server ID and Attendant extension options set correctly for the Attendant component to function The Server ID indicates to the Attendant component where the Server component is located Th
88. ving purposes Reports can use these backups as well If you are generating reports from a PC that does not have the database stored locate the database on the server PC through Network Neighborhood Check with the System Administrator to ensure that the database is a shared file To load the database 1 Onthe Reports window at the Database option click the Select button The Open dialog box appears 2 In the File name box type W name of server consoleservicedb where name of server is the name of your Enterprise Edge server If you do not know the name of the server ask your System Administrator 3 Click the Open button 4 Click ConsoleService mdb 5 Click the Open button The database loads to your PC and the database path appears in the Current Database box 6 Click the Close button on the top of the Reports window to return to the Attendant window P0908544 Issue 02 Enterprise Edge Attendant Console User Guide 80 Generating reports Selecting a report type After you load a database decide what type of report to produce To select a report type 1 From the Report Type list box select your report Setting the report period Some reports require 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 inactive The report period begins on the From date and ends on and includes the To date
89. xtensions box 22 Selected tab Directory list 22 Options dialog box 22 Selected tab view 42 Shared system 86 Standalone model 87 Starting the Attendant component 15 State Province box 40 Status Bar 27 29 Status box 27 T Take button 21 Target box 37 finding an extension and moving it to 47 Target extension 87 Target menu 32 Telephone managing calls at the employee s telephone P0908544 Issue 02 92 Index Telephone display buttons Assist 61 Hold 60 IntAct 61 Join 61 Next 60 Talk 60 VM 61 telephone status icon call forward 42 do not disturb 42 off hook 42 on hook 42 Tip of the Day 33 Tip of the Day dialog box 16 Title bar 25 Toolbar 26 29 using 33 Tools 22 Tools menu 29 Transfer menu 30 Transfer Options 23 Transfer Paste 28 Transfer to Target 30 Transfer to VMail 30 Type box 40 Types of attendant setups 17 U Using the Contacts boxes 47 Using the Department box 49 Using the Directory Find box 48 Using the Directory tab views 48 Using the menu bar 28 Using the toolbar 33 V View menu 29 View Parked button 34 View Parked Calls 53 Visual call announcing 12 VM Transfer button 23 Voice Call 32 34 Voice Call button 55 Voice Mail Box 41 W Window 25 Working with the Directory list 68 Working with the Reports window 76 Z ZIP Postal Code box 40 Enterprise Edge Attendant Console User Guide P0908544 Issue 02
90. y list s Notes column Note To delete a Note delete the information in the Note list box and then press the Enter key Enterprise Edge Attendant Console User Guide P0908544 Issue 02 Maintaining caller and employee information 73 To save employee edit changes 1 In the Edit Employee Information dialog box click the Save button The changes made to the boxes in the Edit Employee Information dialog box for the employee highlighted in the Directory list are saved to the database After you click the Save button the Edit Employee Information dialog box remains open To close the Edit Employee Information dialog box without saving changes 1 Click the Close button The Edit Employee Information dialog box closes Note If you click the Close button without first clicking the Save button the Edit Employee Information dialog box closes without saving any changes P0908544 Issue 02 Enterprise Edge Attendant Console User Guide 74 Maintaining caller and employee information Enterprise Edge Attendant Console User Guide P0908544 Issue 02 Generating reports 7 Enterprise Edge Attendant Console automatically collects information about incoming calls and tracks how calls are processed Use the information from the Reports component to help spot trends and prevent problems You can use the caller related information in Reports to increase sales opportunities improve productivity lower expenses Streamline operations For

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