Home

Avaya Attendant Console User Guide

1. Caller Type Transfer Screen Company Page Call Mote Target Edit H o hg Director a Status h Show All Transter Screen Note g Edit Full BLF Fage Call Name Ext Department e375 375 VM Transfer Camp On PLEUU 3765 376 565 565 566 FEB Link Transfer 5b 567 565 BBS 569 569 E0 570 all 4 FE NUM Thursday October 4 2001 01 1244 PM 4 The call processing area contains Target Use the Target list box to enter the extension or telephone number to call L 232 Davis Kenny Transfer Transfers the active call to the extension number in the Target 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 caller is put on hold The caller is connected to the Target extension when you click Transfer Now in the Screen Transfer dialog box Opens the Page dialog box Attendant Console User Guide 38 Chapter 3 Using the Attendant Console window Makes a call from your extension to the number in the Target list box Transfers the active call to the voice message mailbox of the extension in vy ere the Target list box so the caller can leave a message Places a call on hold at the target extension Accesses Centrex or CO line features such as off premise transfer or res conference or other systems or carriers while on an outsid
2. 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 Attendant Console displays the calls Before you can receive and make calls you must set the attendant s extension number through the Client component The extension must be a valid extension on the Business Communications Manager 2 5 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 displayed Options Assigned Selected Pop Call Notification dialog box wher Assigned extension rings My extension rings Restore minimized Attendant screen when d Attendant My extension T Call answered on Attendant extension w Transter Options Redirect calls to E stension when T Call overflow occurs T arm out T Disable VM Transfer T Disable Link Transfer Carcel Ay 2 Inthe Attendant option in the My Extension box type the extension number of the attendant s telephone 3 Click the OK button P0936572 02 Chapter 2 Getting started 13 Part time main attendant The part time main attendant can answer incoming calls and performs tasks on the computer such as word processing The difference between the full time main attendant
3. T 565 FA T 566 FEE 56 BEF 566 FBR 569 FES 570 sro JD EOS Show 4 list of parked calls Hold Release Park Page Find Show All Note Department Edit Target Transfer Screen Pane cal VMTransfer Camp On Link Transfer Parked Calls Ea for 232 Davis Kenny coe Select the parked call Click the Retrieve button On the toolbar click The Parked Calls dialog box appears Select the parked call Click the Retrieve button Attendant Console User Guide 56 Chapter 4 Handling calls To view parked calls 1 On the Caller menu click View Parked Calls The Parked Calls dialog box appears displaying e the park number of the call e the caller 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 P0936572 02 Chapter 4 Handling calls 57 Placing and retrieving calls on hold Calls can be placed on Hold and retrieved quickly To put an incoming call on hold 1 2 Click the Ringing Loop button 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 displays the words On 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 th
4. 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 Tools menu click Options The Options dialog box appears with the Options tab displayed Click the Assigned tab After you view the extensions click the OK button P0936572 02 Chapter 2 Getting started 19 Setting up other attendant features Call notification There are two ways Attendant Console can notify an attendant of incoming calls If an attendant keeps the Attendant Console window minimised and works on other tasks they are notified of incoming calls with a Call Notification dialog box The attendant can answer the call by clicking the Take button or they can ignore the call and let another attendant answer it If the Attendant Console window is not minimised the attendant is notified of an incoming call by a Ringing Loop button To activate call notification 1 2 On the Tools menu click Options The Options dialog box appears Options X Options Assigned Selected Server ID Pop Call Notification dialog box wher Assigned extension tings My extension rings Restore minimized Attendant screen when Attendant T Call answered on Attendant extension My extension Redirect calls to Transter Options Extension when T Cal
5. transfer a call to voice message mailbox link transfer park a call and page an employee camp a call on an extension To use right click capability 1 Right click a name or extension in the Directory list A list of call processing commands appears Click a call processing command Director Status Make Caller Find Show All Mote Department Edit Full BLF Assigned Selected Department Marketing a Davis Kenr al Research Transfer dh Duncan Hz Tranet Development a Dupuis Clai ee a z Administration T VilegasAle ae Sales a Carrera Amy oe ie z Accounting dk Gibson Ber a oa Accounting Camp n Attendant Console User Guide 32 Chapter 3 Using the Attendant Console window Using the toolbar The toolbar contains several buttons that provide quick and easy access to some of the Attendant Console functions To display the toolbar 1 On the View menu click Toolbar The toolbar is displayed across the top of the Attendant window below the menu bar Toolbar buttons Use the In and Out buttons to indicate whether or not you can take calls Use the Link button to access Centrex or 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 Linking and Joining calls on page 60 Use the DTMF button to dial DIMF tone digits to the external number in the Ta
6. 65 telephone status icon call forward 43 do not disturb 43 off hook 43 on hook 43 Tip of the Day dialog box 11 29 Toolbar using 32 Tools 21 Tools menu 26 Transfer menu 27 Transfer Options 22 Transfer to Target 27 Transfer to VMail 27 Type box 39 Types of attendant setups 12 U Using the menu bar 24 V View menu 25 View Parked button 32 View Parked Calls 55 Visual call announcing 9 VM Transfer button 22 Voice Call 28 32 Voice Mail Box 40 W Window 23 Z ZIP Postal Code box 39 P0936572 02
7. Console is easy to learn and use Because performing normal attendant functions is faster with a GUI you can do other tasks while you use Attendant Console Advanced software capabilities Some of Attendant Console s advanced software capabilities are Visual call announcing and When a telephone is busy with a call an attendant can send caller control information to the telephone s two line display area The person called can use display buttons to control the call This prevents important calls from being lost Backup attendant Incoming calls can be quickly and easily transferred to a backup attendant at a different location than the main attendant This means that a 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 Attendant Console User Guide 10 Chapter 1 Introduction to Attendant Console Reports You can generate reports that contain 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 Attendant Console is often all that is needed If you want to add more attendant positions as the company grows Attendant Console is easily expandable Choice of Attendant types You can set up ea
8. File Edit View Tools Transfer Caller Target Attendant Help iN OUT ay af lt I Caller Information EPER Thrget Name Z hi Caller Type ranster Screen Company Page Call Note Transfer Camp On Edit Hold Release Park Page Link Transfer Status Make Caller Find Show All Note Department Edit Full BLF Assigned Selected Name Ext Notes Department a 375 376 565 T 566 Sienan ra gt Ger AON alia ool Contact 2570 Mame 4 Caller Type Company Note Edit Hold Release Fark Page Name Displays the name of the caller Caller Type Unclassified Personal Employee Vendor or Customer The company the call is originating from Note Any note you want to add to the caller information Opens the Edit Caller Information dialog box Refer to Maintaining caller information on page 67 PULULL Ready Places the active call on Hold Hald Disconnects the active call Release Places the active call in park and opens the Page dialog box so that you Fark Fage can page the person whose extension is in the Target list box Refer to Parking calls and paging employees on page 54 P0936572 02 Chapter 3 Using the Attendant Console window 35 The Edit Caller Information dialog box Use the Edit Caller Information dialog box to change or add information ab
9. For more information refer to The Edit Caller Information dialog box on page 35 If you select the name of the caller from the list the Caller Information list box displays information about the caller To create a new caller record from an active call 1 Click the Ringing Loop button to answer the incoming call Information in the database about the caller appears in the Caller Information list box on the Attendant Console window Attendant Console User Guide 68 Chapter 5 Maintaining caller and employee information 2 In the Caller Information list box click Edit The Edit Caller Information dialog box appears Edit Caller Information Miei x Name Pat Smith Caller ID Name Caller Type Vendor z Caller ID Number Close Company abc Systems Record Number Find Find Phone jai 1234 Contacts New Caller City Calgary New Mame Delete Caller State Province Albert ip Postal Code I Click the New Caller button This clears all the boxes in the Edit Caller Information dialog box and lets you create a new caller record 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 witho
10. Record number 36 Save button 36 Edit Employee Information dialog box Assistant Extension box 39 Contacts box 40 Department box 39 Voice Message box 40 Edit menu 25 Extension creating an new name for 74 finding 48 Extension box 14 Extension Directory report 79 Extension Attendant 11 P0936572 02 F File menu 24 Find button 40 Finding an employee record 72 Finding and editing caller information 70 Finding the correct extension 48 Full tab view 42 resetting 73 Full time main attendant 12 G Green Loop button 33 H Handling a Callback call Callback call 62 Help file 29 Help menu 29 Hold 28 57 placing and retrieving calls 57 Hold button 34 Hunt Group 43 In and Out buttons 32 Introduction to Attendant Console 7 J Join button 32 L LAN 92 Link 28 Link button 32 Link Transfer button 22 Linking and Joining calls 60 Log to File 26 Loop button 12 16 19 32 46 Loop Overflow icon 16 24 46 Main attendant full time 12 Maintaining caller information 67 Maintaining employee information 71 Making a call from the attendant s extension 64 Managing calls using telephone display buttons 65 Menu bar using 24 My Extension 12 My extension rings 19 N Name box 35 39 70 Networked model 92 New Caller button 69 New Name button 40 O Off hook 43 One Month button 83 One Week button 83 On hook 43 Options 26 Options dialog box 11 12 Selected tab 21 Orange Loop button 3
11. Reports window 2 0 0 cece eee ees 81 Creating and viewing reportS 0 cc eee eee eee 85 RI ihe eS en oon so awred d Sere ewes suey s4e54eeGeesawene ody nade 85 Selecting a report type ee eee eee eae 85 Setting the report period 2246545344656 bekosdceei seas ieiecbanesccbanecud 86 Selecting employees and customers for the report 0 000 eee eee 88 Creating the IG0O 236004856453 voesdudewss Hh6Gberees os hebos sean ebe5 Ges 89 Me TOON rire one 4s aa bbe hs OS bE bee hos 4S be eee ees 89 Piet TOPE osb ened tse deeds eae eee sd LAS AE oe bes Aes eee ed E E eS 90 E a 6 ne bo oe suS Ren E ee how ee eae eeeee sen een ceh teh en eas 91 Ue i ee ee ee ee ee ee 93 Attendant Console User Guide 6 Contents P0936572 02 Chapter 1 Introduction to Attendant Console About Attendant Console Attendant Console is a call management application that gives your business centralised call management and call activity reporting capability Attendant Console runs on one or more Pentium class personal computers This guide tells an attendant how to set up and use Attendant Console and how to use Attendant Console setups that meet your business call handling needs You can customise Attendant Console to suit your company s call management needs Your telephone attendant uses Attendant Console s graphical user interface to e originate calls e answer and manage multiple calls e view a company s name before
12. Server ID Attendant My extension Transter Options Pop Call Notification dialog box when Assigned extension rings My extension rings Restore minimized Attendant screen when T Call answered on Attendant extension Redirect calls to Extension when T Call overflow occurs T am out T Disable VM Transfer l Disable Link Transfer 2 Inthe 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 P0936572 02 Chapter 2 Getting started 21 Setting the Attendant Selected option The Selected tab lets the attendant view a selected subset of the full directory This is useful if the attendant s incoming calls are directed to a limited number of extensions To display extensions 1 On the Tools menu click Options The Options dialog box appears with the Options tab displayed Options Assigned selected All extensions Selected extensions OF Cancel Apply Click the Selected tab 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
13. a call routes to an extension a low level tone alerts the employee they have an incoming call even if they are on their telephone The name of the caller appears in the display of the employee s telephone for a few seconds If the employee is using a Business Communications Manager 2 5 two line display telephone they can use the display buttons to e talk to a caller e send a call to the attendant who then asks the caller to hold e send a call to CallPilot e join a call with the current call e send a call back to the attendant to ask the caller if they wish to interrupt the current call e send a call back to the attendant who then routes it to an assistant attendant Note If there are more than two options press the Next display button to see the additional options To speak to a 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 a call to the attendant who then 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 employee and camps the call to the employee s extension 2 The employee sees the call camped on their telephone and handles the call To send a call to CallPilot 1 Press the VM Voice Messaging display button on the telephone The cal
14. a limited number of extensions and wants to display only those extensions Extensions are added or removed 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 Selected tab in the Options dialog box P0936572 02 Chapter 3 Using the Attendant Console window 43 Directory list employee and extension information Each Directory list tab view shows the following employee and extension information Note The first two columns are not labeled and contain only icons not text gt person status 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 location of the employee Refer to Using the Directory options on page 41 icon telephone status This is the second column from the left in the Directory list views and does not have a icon column heading The telephone icons show the current status of the telephones connected to the Business Communications Manager 2 5 system 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 am Note A Hunt Group is a
15. across the top and names of employees down the left side Each Caller Type has a column for the number of calls and percent The total of all calls and percent are shown separately Extension Directory report The Extension Directory report lists the employees in the Attendant Console database and the information in their call record Attendant Console User Guide 80 Chapter 6 Generating reports About the Reports window To open the Reports window 1 On the Attendant window click Tools and then click Reports The Reports window opens Business Communications Manager Attendant Console nications Manager Attendant Console Reports nomatan mavens a o o P0936572 02 Chapter 6 Generating reports 81 Components of the Reports window The Reports window contains the Database Information Period Employees and Customers list boxes and a report viewing area The Reports window menus are File Edit View and Help Use the Create Report Page lt Page gt and Print buttons to define the type of report you create You can change the preview image after you create a report B Business Communications Manager Attendant Console Reports _ OR x File Edit View Help Intomatiari Descipian Report inpe Evstomers o ih im as he Week Select fF All ft Select Gre Marit 5 ooo Beate Hepat Pages Pages Prt EMplGye ss Bustone Database box The Database box contains information o
16. call on a hold on a Loop button with an active call ona Loop button 1 On the toolbar click 4 Drag the Join cursor to the Loop button on which the call is held Click the Loop button holding the call The two callers connect the Attendant releases from the active call and both Loop buttons become idle P0936572 02 Chapter 4 Handling calls 61 Creating a conference call To create a conference call to an outside number 1 With an active incoming call on Attendant Console in the Target list box type an outside telephone number 2 Click the Link Transfer button The Loop button label 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 4 When the conference call is finished click the Release button to disconnect from the call Note To disable the Link Transfer button e On the Tools menu click Options The Options dialog box appears e Select Disable Link Transfer Option Attendant Console User Guide 62 Chapter 4 Handling calls Handling a callback call There are two types of calls that return to Attendant Console e an unanswered transfer call e acall that the employee returns to you for attendant handling Responding to a callback that an extension did not answer A callback can be a call that is sent to an extension or a call that is not answered and returns to you Th
17. report to print 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 1s 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 P0936572 02 91 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 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 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 Attendant Console Attendant Console
18. the Attendant Console window The Directory list box has four tabs that display lists of employees They are the Full BLF Busy Lamp Field Assigned and Selected tabs For further information refer to The Directory options are tabbed directories that show views of the extensions on the Business Communications Manager 2 5 telephone system You can use the Directory options to search and edit extension and employee information on page 41 Using the Directory list Information in the Directory list appears in ascending order 1 to 9 or A to Z Sorting is based on the contents of one column at a time If there are different forms of information in the same columns priority is given in the following 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 Marne Ext Motes Department ba Cruise Hanell 223 Marketing a Gibson Ben 226 Accounting gf Villegas Alejandra eet Sales d Dupuis Claire 220 Administration OE Duncan Harold 230 Working at home Development Carrera Amparo eae Accounting ka Davis Kenny 245 Research EL S 2 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 co
19. the answer is yes click the Transfer Now button and the call transfers If the answer is no follow steps 3 to 5 Click the Cancel button Click the Loop button on which the call is being held to reconnect with the caller Process the call accordingly P0936572 02 Chapter 4 Handling calls 59 Contacting employees using Voice Call You can use this feature as an intercom to talk directly through the speaker of the employee s telephone 1 Inthe Target list box type or enter the extension of the employee 2 On the toolbar click re 3 Speak to the employee through the speaker in their telephone Attendant Console User Guide 60 Chapter 4 Handling calls Linking and Joining calls Using Attendant Console you can create conference calls linking or joining calls Use the DIMF button to transfer or link calls on Centrex lines To use the DTMF button with an incoming call on a Loop button 1 On the toolbar click ira The active incoming call is placed on hold In the Target list box type an outside telephone number On the toolbar click 5 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 Click the Release 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 Joining a call on hold To join a
20. the extension of the person who handles calls for the extension when the employee cannot Attendant Console User Guide 40 Chapter 3 Using the Attendant Console window Record Number Displays a unique record identifier number You cannot edit this box Voice Mail Displays the voice message mailbox extension of the employee You cannot edit this box Contacts Lists the employee s three most frequently called persons or extensions in the Company Saves the employee information displayed to the database ema Closes the window without saving the record Opens the Find dialog box in the Edit Employee Information dialog box Refer to Maintaining employee information on page 71 a Creates a new name for the extension and does not change the other boxes P0936572 02 Using the Directory options Chapter 3 Using the Attendant Console window 41 The Directory options are at the bottom of the Attendant Console window Business Communications Manager Attendant Console File Edit View Tools Transfer Caller Target Attendant Help Caller Informatio Caller Type ka Mame Company Mote Full ELF _ E a Hald Release Park Page Shatus Make Caller Note Target Transfer Screen Fage Call YMTrans er Camp On Link Transfer Eind Show All ER Selected Contact Department Assigned Department FEE NUM Fri
21. 2 Getting started 17 Assistant attendant An assistant attendant provides call coverage for one or more extensions in the system You can set up an assistant attendant to monitor incoming calls to specific extensions Set up an assistant attendant if an employee wants an assistant attendant such as an administrative assistant to answer their calls Setting up an assistant attendant 1 On the Tools menu click Options The Options dialog box appears with the Options tab displayed Options Assigned Selected Fop Call Notification dialog box when Server Assigned extension rings My extension rings Attendant My extension T Call answered on Attendant extension Restore minimized Attendant screen when 4 Redirect calls to Extensor when T Call overflow occurs T am out T Disable VM Transfer T Disable Link Transfer cancel Ann 2 Inthe My extension box type the assistant attendant s extension 3 Click the OK button Attendant Console User Guide 18 Chapter 2 Getting started Adding or removing an assistant attendant s assigned extensions 1 On the Tools menu click Options The Options dialog box appears with the Options tab displayed Options Assigned Selected All extensions Assigned extensions OF Cancel Analy 2 Click the Assigned tab To add an extension click the extension you want in the All extensions box and click gt gt
22. 3 Out button 14 Overflow attendant 9 16 P Page button 37 Park 28 Park Page button 34 Parked calls box 54 Parking calls and paging employees 54 Parking holding and screening calls 54 Part time main attendant 13 Period list box 83 Person status icon 43 Phone box 39 Placing and retrieving calls on Hold 57 Postal Code of an employee 39 Index 95 R Record Number box 40 Red Loop button 33 Redirect calls to 14 16 Release 28 Release button 34 Reports 26 All button 84 calls by customers 79 calls to employees 79 Customer Employee button 84 Database box 81 extension directory 79 Information list box 82 Select button 84 Reports window 80 using 80 Resetting the Full tab view 73 Restore minimised Attendant Console screen when 20 Restoring Attendant Console window 20 Right click capability 31 using 31 Ringing 33 Ringing Assigned Extension 33 S Save button 40 Screen Transfer 27 Screening calls 58 Search by department 72 Search for an individual 73 Selected extensions box 21 Selected tab Directory list 21 Options dialog box 21 Selected tab view 42 Shared system 92 Standalone model 92 Starting the Client component 11 State Province box 39 Status Bar 24 Attendant Console User Guide 96 Index T Take button 19 Target box 37 finding an extension and moving itto 48 Target extension 92 Target menu 28 Telephone display buttons Assist 66 Hold 65 IntAct 66 Join 66 Next 65 Talk 65 VM
23. All button Note Department names for each extension are created in the Edit Employee Information dialog box Attendant Console User Guide 52 Chapter 4 Handling calls Transferring a call You can transfer an active call to an extension using the Contacts box the Target list box or the Directory dialog box You can also transfer a call to a voice message mailbox Contact Leg 227 Duncan Harald js Gibson Ben fa To transfer using the Contacts box 1 Double click the telephone status icon to the right of the Contacts box The call transfers to the displayed extension To transfer using the Target list box Target 232 Davis Kenny 1 Make sure the extension in the Target list box is correct Double click the telephone status icon beside the Target list box or click the Transfer button You can also click the Target list box and press the Enter key on the keyboard The call transfers to the displayed extension To transfer using the Directory list 1 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 mailbox of an 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 call transfers and the Loop button becomes idle Note You can make the VMTransfer button inactive when a non CallPilot system is attached to the Busi
24. Part No P0936572 02 Business Communications Manager Attendant Console User Guide NORTEL NETWORKS 2 Copyright 2002 Nortel Networks All rights reserved The information in this document is subject to change without notice The statements configurations technical data and recommendations in this document are believed to be accurate and reliable but are presented without express or implied warranty Users must take full responsibility for their applications of any products specified in this document The information in this document is proprietary to Nortel Networks NA Inc Trademarks NORTEL NETWORKS is a trademark of Nortel Networks Microsoft MS MS DOS Windows and Windows NT are registered trademarks of Microsoft Corporation All other trademarks and registered trademarks are the property of their respective owners P0936572 02 Contents Chapter 1 Introduction to Attendant Console 00 c eee es 7 About Attendant Console 2 44 4c2 e9e405seiskeedeGaeidceeinees 465406468 4 7 Attendant Console components 644460454 da6n0054 ox eng eee een 05 80044440048 8 The Server component gcc cee oe een eds 1 OR664 RoR Odeeeeeareeeeee ceds ce 8 Tne lem mpn 4d aes kp 4 594s ERO Res en eee bans G 8 Tho Peel component gov dd hoa ededeeee ey erks drase id iaa psies 8 Attendant Console features 0 0 0 0 cc ee ee ee eee eee 9 Chapter 2 PW S pR 11 Configuring Attendant Console 0 ccc ee eee eee 11 Star
25. a Hold call 1 Tell the caller that the employee requests that they hold In the Target list box enter the employee s extension Click the Camp On button The call is camped to the employee s extension To process an Assist 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 Click the Close button to return to the Attendant window In the Target list box enter the assistant s extension number Transfer the call to the assistant s extension number To process an IntAct 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 the call back to the extension Attendant Console User Guide 64 Chapter 4 Handling calls Making a call from your extension As the attendant you can call any extension in the company and any outside number The telephone number you type in the Target list box ignores special characters such as hyphens parentheses blank spaces and commas 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 d
26. a caller to a frequently called number 1 Double click the telephone status icon The call is forwarded to that extension P0936572 02 Using the Directory tabs Chapter 4 Handling calls 49 The tabs in the Directory dialog box show information about extensions Business Communications Manager Attendant Console File Edit View Tools Transfer Caller Target Attendant Help Biel x fr Caller Information Contacts Target Name Si ft Ci Caller Type ff Transfer Screen Company o Page Call Note VMTransfer Camp On Edt Hold Release Park Page Link Transfer Directo BLF PUUUU Name ak dk Gibson Ben Villegas Alejandra a Dupuis Claire dk Luncan Harold a Carrera Amparo fed 226 eee eeu eal fae Status Make Caller Note Department Assigned Notes Assigned To search by extension or name 1 2 Click the Full BLF Assigned or Selected tab Eind Show AIl Selected Feeeeeceeeestcceseeeeeeeeeese Department Selected Department Marketing Accounting Sales Administration Development Accounting Research Click the extension the name or the department of the employee being called in the list The name or extension number appears in the Target list box Click the Transfer button Attendant Console User Guide 50 Chapter 4 Handling calls U
27. answering a call e record add and change caller information for future use e quickly access information about a caller e transfer calls to employees or their voice message mailbox e send the caller s name to the employee s 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 e create and print reports showing how incoming calls are handled e view the status of extensions in the company s Attendant Console system Attendant Console User Guide 8 Chapter 1 Introduction to Attendant Console Attendant Console components Attendant Console is a software application that has three interrelated components e Server component e Client component s Repor ts component The Server component The Server component e communicates with your Business Communications Manager 2 5 system to initiate telephone functions such as transferring calls placing calls on hold and parking calls e collects and manages call processing information in a database that can be used for reporting purposes e communicates with one or more Client components A Client component is on a computer connected by a Local Area Network LAN The Server component receives e notification of incoming calls e information about telephones attached to the Business Communications Manager base unit The Client component The Client
28. ant Console File Edit View Tools Transfer Caller Target Attendant Help m Caller Information CE Target Name x x Caller Type Transfer Screen Company Bae Call Note P Page x Edit Hold Release Directory Status v Make Caller Eini Parked calls Page zones Note Departm 101 John Doe for 227 227 Full BLF Assigned Name Ext Notes 375 375 376 376 565 565 566 566 567 567 568 568 569 569 570 570 Se PUULLU Speaker and one 6 Ready I Click a call in the Parked calls list and then click the appropriate zone in the Page zones list Click the Page button The Console Message box appears and the speakers on the telephones in the selected zone emit a low level tone 5 Speak into the headset or handset depending on your setup When you are finished click the OK button P0936572 02 To retrieve a parked call 1 or On the Caller menu click View Parked Calls The Parked Calls dialog box appears Business Communications Manager Attendant Console Chapter 4 Handling calls 55 File Edit View Tools Transfer Caller Target Attendant Help in our 4 Arnewen fd est TET Hold ales Release FI Contact Fark Jam Waller View Parked Calls Company Ms Mote Status Make Caller PUUUUU Ful BLF Assigned Name Ext Notes 375 375 T 376 376
29. calls With Attendant Console you can manage calls using a mouse or a keyboard When a call comes in you can respond to the caller using either a telephone or a headset If you use a headset your hands are free to use your computer Basic call processing with Attendant Console e Answering a call Refer to Answering calls as an attendant on page 46 e Putting an employee s extension in the Target list box Refer to Using the Target list box on page 48 e Transferring a call Refer to Transferring a call on page 52 Other call processing functions e Parking an incoming call and page the employee Refer to Parking holding and screening calls on page 54 e Linking and joining calls Refer to Linking and Joining calls on page 60 e Handling a callback call Refer to Handling a callback call on page 62 e Making a call from your extension Refer to Making a call from your extension on page 64 e Managing calls at the employee s telephone Refer to Handling calls at an employee s telephone on page 65 This chapter explains how you handle calls using the Attendant window For more information about the Attendant window refer to Components of the Attendant Console window on page 23 Attendant Console User Guide 46 Chapter 4 Handling calls Answering calls as an attendant The Attendant Console window has six Loop buttons for call answering Refer to About Loop but
30. ch computer to handle calls either as a main attendant or an overflow backup or assistant attendant Each attendant type gives you flexibility in responding to calls This ensures that calls can be handled in a professional and prompt manner For detailed information about attendant setups refer to Types of attendant setups on page 12 P0936572 02 11 Chapter 2 Getting started Configuring Attendant Console You must set up each computer that has Attendant Console installed to handle calls either as a full time main attendant part time main attendant or a backup overflow or assistant attendant Every Client component must have the Server ID and Attendant extension options set for the Client component to function The Server ID tells the Client component where the Server component is located The Attendant extension tells the Client component which telephone belongs to the attendant To configure Attendant Console 1 On the taskbar click Start point to Programs point to Attendant Console and click Attendant The Client component starts The first time the Client component starts after installation the Enter Attendant Options dialog box appears In the Attendant Extension box type the extension number of the attendant If your network has more than one Attendant Console Server running you must enter the Server ID for the Business Communications Manager 2 5 system you want to use in the Server ID box The Server ID refe
31. component has an easy to use graphical user interface GUI The Attendant Console 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 person status such as None Not at desk and Out of office You can search the Directory from the Attendant window You can configure Attendant computers to be main assistant overflow or backup attendants For more information refer to Types of attendant setups on page 12 Incoming calls can be transferred to an extension a voice message mailbox or an external number You can set up more than one attendant for your company You can also set up Attendant Console to provide call coverage for assigned groups of employees In this setup you are notified of calls to assigned employees and can answer calls when the employees cannot The Reports component The Reports component provides information about incoming calls Reports can help you identify trends and find answers to questions before they become problems You can request a report from any computer with a Client component and view the report in the Reports window or print it on an attached printer P0936572 02 Chapter 1 Introduction to Attendant Console 9 Attendant Console features There are many features and benefits associated with Attendant Console Computer compatibility Attendant Console combines telecom
32. d Contains the caller s address ZIP Postal Code Attendant Console User Guide 36 Chapter 3 Using the Attendant Console window Caller ID Name and Contains information provided through subscription by the public switched Caller ID Number telephone network Record Number Contains a unique caller record identifier number You cannot change the information in this box Lists the caller s three most frequently called persons in your company Saves the caller record displayed in the boxes of the Edit Caller Information Save dialog box to the database Closes the Edit Caller Information dialog box without saving the changes to the Close record Opens the Find dialog box in the Edit Caller Information dialog box Creates a blank caller record that you can add information to New Caller Creates a new name caller record using an existing caller record All boxes E except the Name box contain the existing caller information You must enter a new name Deletes caller record displayed in the Edit Caller Information dialog box from Delete Caller the database P0936572 02 Chapter 3 Using the Attendant Console window 37 Using the call processing area Use the Target list box and the Call Processing buttons to make and transfer calls Business Communications Manager Attendant Console File Edit View Toole Transfer Caller Target Attendant Help in aur Ea fT Ed S Caller Informatio Name
33. d To report period dates The Calendar dialog box resembles the Calendar dialog boxes in other Windows based programs The Calendar buttons are available if you select a valid database and you select a report type that requires you to define a report period Calendar m Date July a pse m bo a a AA Aq 12 13 14 15 16 17 15 19 20 21 22 23 24 25 26 27 265 29 30 31 Attendant Console User Guide 84 Chapter 6 Generating reports Employees and Customers options Use these options to define the customers or employees who will be the subject of the report ie All Generates a report that includes data for members of the selected category employees or customers Generates a report that includes data for the members in the list box If you fe Sel click the Select option the button under the selection list box either elect Customer or Employee is available so you can make your selection Displays information if you select a subset of the customers and employees in your database If you select All the list box is blank If the list is long enough you can scroll to view its contents You cannot edit the list box by typing in it Use the buttons under the list box to change the contents of the list Customer and Employee Accesses directories The Employee and Customer options are active if options you choose the Select option Click these options to display either the Employee or Customer Record Selection dialog box from which yo
34. day October 5 2001 03 50 554M The Directory options are tabbed directories that show views of the extensions on the Business Communications Manager 2 5 telephone system You can use the Directory options to search and edit extension and employee information Status Note Make Caller Shows the status of the employee When you select a category from the list box a 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 information about individual employees Changes the caller or Caller ID record to an 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 or number Attendant Console User Guide 42 Chapter 3 Using the Attendant Console window Finds names of individual employees or groups of Find rT employees by department The Find box finds employee by name The Department box finds employees by department Type the first few letters of the name in the Department 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 Resets the Full tab Directory view to display all names Show All and extensi
35. e call It is also ee used to tone dial the digits in the Target list box P0936572 02 Chapter 3 Using the Attendant Console window 39 The Edit Employee Information dialog box This dialog box appears when you click the Edit button in the Directory option Use the Edit Employee dialog box to change or add information about employees For more information refer to Maintaining employee information on page 71 Business Communications Manager Attendant Console File Edit View Toole Transfer Caller Target Attendant Help Caller Informatio Contact Target Name en Caller Type gt H e Transfer Screen Company Page Call Note PO VvMTransfer Camp On Hald Release Park Page Link Transfer Status Make Caller Find Hote Department Full BLF Assigned Selected Edit Employee Information Mm Es Mame Assistant Extension Type E Record Humber po Close Department Voice Mail Box fr Find Phone Contacts New Name City State Province ooo Show All PULULL ip Postal Code Ready peee entered Contains the classification of the employee record Employee is the default pe Panera ne oraaa Contains the employee s city State Province Displays the state or province of the employee ZIP Postal Code Displays the ZIP code or Postal Code of the employee Assistant Extension Displays
36. e callback is shown by F 00 14 Terra Contours Inc Callback 9 919 555 4565 Li 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 lets you personalise 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 CallPilot park the call page the employee and so on Responding to a Callback that an employee returns A call that the employee decides not 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 employee can press a telephone display button to give one of the following pre set prompts e Hold You ask the caller to hold for a moment e Assist You send the call to the employee s assistant e IntAct You tell the caller that the person they called is on the line and ask if they wish to interrupt the call Hold Assistant or IntAct is displayed below the Callback button To respond to a Callback that a employee returns 1 Click the Callback button The Caller Information list box shows the information originally displayed 2 Advise the caller according to the message that appears P0936572 02 Chapter 4 Handling calls 63 To process
37. e employee s extension in the Target list box click the Camp On button When the active call 1s camped on the Target list box extension placed on hold at the Target extension the Loop button becomes idle 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 2 Click the blue On Hold Loop button The Caller Information boxes show all of the information related to this call Respond to the call accordingly Attendant Console User Guide 58 Chapter 4 Handling calls Screening calls You can screen calls by asking an employee whether they want to talk to the caller To screen and transfer a call 1 Click the Screen button The active call goes on hold The Loop button changes color to blue The extension rings and the Screen Transfer dialog box appears Business Communications Manager Attendant Console File Edit View Toole Transfer Caller Target Attendant Help in our Contact Target Caller Type Transfer Screen Compan Screen Transfer xf cal Note amp Un Edit Caller Terra Contours Inc Directory t Status pooo Target eed Howard Wes Show All Note Full Name r 375 3765 565 566 5b 565 569 5 0 E a a Ready FE NUM Friday October 5 2001 05 50 554M 4 2 Ask the person being called if they can take the call If
38. ebwhe eed aN OO Sa a EEE eeu 32 ADOUt LOOP DONS 22 cscds0osse serge eo hnds 644064 4e0hsoneodawsoegaeane 33 Using Caller Information options nanana aaaea 34 The Edit Caller Information dialog box 0 0 ee 25 Attendant Console User Guide 4 Contents Using the call processing area 1 eens 37 The Edit Employee Information dialog box 0 0 2 eee 39 Using the Directory Options 0 0 ee ees 41 Sorting information in the Directory list 0 0 0 0 0c cee 44 Chapter 4 Oe AN oka a a oe Ok aa 45 Answering calls as an attendant 0 0 ees 46 ei he Tate NS Bee shee ecnesce cheeses idehecaans ob4Goh ees KabGee ears 48 Using the Contacte DONGE so oo heb eh es 600949 95546505 080 KS CO Oa OR ERS 48 Using the Directory tabs co eciece ne ee ceded eee eneeee Shes aces beeeu sens 49 Using the Directory Find 00x 6ho5te6d525546 bbw 65eo5e5ndb5n5 ee ened 50 Using the Department list box 1 0 ees 51 Be otic cans tedawetes iieri irsi hae dek er eras irese 52 Parking holding and screening calls 0 0 ccc eens 54 Parking calls and paging employees 0 cece eee 54 Placing and retrieving calls on hold 0 ces ay SOCSIII OAS oc dtccesas a eak M bons banged eee bene sseae dh anend eee en nas 58 Contacting employees using Voice Call 2 0 0 ee ee 59 RIG ANO OOS cco pecee desc eka s oben sheer deddctadese a 60 IM 4 2 04 4 SA ode OE be kos ha ke eee 60 Creating a confer
39. ence Call nnana ce eee eee ene 61 Peer Oe Gt ota caw heehee heeded oa heehee Hoon aed 62 Responding to a callback that an extension did not answer 62 Responding to a Callback that an employee returns 00000 0 62 Making a call from your extension 4 42554 cvsoiedddcen ned obesa dbase cde nd wat 64 Handling calls at an employee s telephone 0 0 0 cece eee eee eee 65 Chapter 5 Maintaining caller and employee information 02005 67 Maintaining caller information 0 00 ccc eee eee eee 67 Creating anew caller record n naana naaa 67 Finding and editing caller information 0 0 0 0 70 Maintaining employee information 0 00 cee ee eee 71 Using the Directory list nn cd ee ho d5 58 e hn 66ee Sos oe S46 b4S RH sees 71 Finding an employee record 6 5 cio eee ee Ko ROE RO REESE EEE RR eS 72 Resetting the Full tab View 0 0 ccc eee eens 73 Editing employee information 0 00 cece ee eee eens 74 Using the Make Caller button 22 2024 beereetivheweebeesr bbeetecbesedecus 75 Adding notes to employee recordS 0 ee ee eee 76 P0936572 02 Contents 5 Chapter 6 Generating TOO ss ih os 4 eS AGK9S GS Ee Od RED ESE eed eke ee 79 About Attendant Console reportS lt 4 cubed ieened eed eeeadecen a 79 FRO DS oo ote ehh os eee EG ee ee ee Che ees 79 About the Reports window n naana e ides Odd CdSe ee ERR ES BEDE ROSS 80 Components of the
40. er 5 Maintaining caller and employee information With Attendant Console you can manage caller and employee information Maintaining caller information When a caller contacts your company information about the caller from the Attendant Console database appears in the Caller Information list box of the Attendant window Either the caller is already in the database or other employees of the callers company are in the database Or the caller and the company can be new 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 Client component You can customise the new caller record during the active call or later e when you create a new caller record from an existing one e when you create a new blank caller record Note The caller record is not saved if you click the Release button without processing the call When a call comes in Attendant Console checks the Caller ID from the telephone company to see if the number has previously called If there is a record that the number has called before information from the caller database appears in the Caller Information list box on the Attendant Console window The Name list box displays the names of callers on record that are associated with the incoming Caller D There can be several callers from the same telephone number calling if they are employees at the same company
41. er and employee information P0936572 02 79 Chapter 6 Generating reports About Attendant Console reports Attendant Console collects information about incoming calls and tracks how calls are processed Use the information from the Reports component to help spot trends and prevent problems You can use the caller related information in Reports to e increase sales opportunities e improve productivity e reduce expenses e streamline operations For example the Calls by Customer report shows how callers from your company s top customers are handled It shows if calls are handled by employees or are routed to CallPilot 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 e the number of calls taken by the employee e the number of calls routed to CallPilot e the number of calls handled by others e the total calls from each customer Calls to Employees report The Calls to Employees 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
42. ess keys In Attendant Console each menu and command has an underlined letter called an access key 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 and then E 3 Press the access key for the desired command For example to select Caller Information from the Edit menu press I and the Edit Caller Information dialog box appears Menu keystroke commands Keystroke commands are shown beside some menu commands To use these you press Ctrl key while you press another key The keystroke commands are shown in the following tables Edit Menu keystroke commands Dial Paste Ctrl D Transfer Paste Ctrl T Transfer Menu keystroke commands 2nd Contact F10 3rd Contact F11 Screen Transfer Ctrl Num Pad Caller Menu keystroke commands Release F12 P0936572 02 Chapter 3 Using the Attendant Console window 31 Keystroke commands with the Alt key You can access Call handling functions directly from the Attendant window by pressing the Alt key and the underlined keys in the commands You must press the Alt key while you press other key For example to place an active call on Hold press the Alt key and press H Using right click capability Right click capability lets you process calls faster by minimising mouse movement You can use right click capability to originate a call transfer a call screened transfer
43. ge of the other date 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 Attendant Console User Guide 88 Chapter 6 Generating reports Selecting employees and customers for the report Some types of reports especially those that concern call data let you select sets of employees customers or both The information for the set you select is summarised in the report Reports have categories that are appropriate to the type of report that you chose If your report type does not need or allow these selections the Employees and Customers options are unavailable To select 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 there is a pause while Reports builds the directory After Reports builds the directory if you click an option there is a pause while Reports opens the dialog 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 You can resi
44. group of telephones that can be called by a single number Hunt Groups are configured in your Business Communications Manager 2 5 system The telephone status icon for a Hunt Group extension is blue and always indicates on hook Directory list columns Name The first labeled column on the left containing the names of employees Be Contains telephone extensions Displays additional information about the employee that you enter 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 caller information on page 67 Attendant Console User Guide 44 Chapter 3 Using the Attendant Console window Sorting information in the Directory list You can sort the employee information in the Directory list tabs by extension name notes or department In the Full Assigned and Selected views the information appears in columns with headings To sort information 1 In the Directory list click the Name Ext Notes or Department column heading The information sorts by the column you select Director Status Make Caller Eind Show All Note Department Edit Full ELF Assigned Selected Department P0936572 02 45 Chapter 4 Handling
45. h the Options tab displayed Options Ea Options Assigned Selected Pop Call Notification dialog box wher Assigned extension rings msp_cay_dov ca My extension rings Restore minimized Attendant screen when Attendant T Call answered on Attendant extension My extension 225 Transter Options Redirect calls to Estensioni when T Call overflow occurs ecm mane Disable Link Transfer T Disable VM Transfer cat 2 Inthe Redirect calls to option in the Extension box type the backup attendant s extension number 3 Select the Iam out check box Click the OK button P0936572 02 Chapter 2 Getting started 15 The main attendant can redirect their calls to the backup attendant by clicking the Out button on the Attendant Console window The main attendant can click the In button to resume receiving calls at their computer Business Communications Manager Attendant Console o Attendant Console User Guide 16 Chapter 2 Getting started Overflow attendant An overflow attendant receives calls that are redirected from another attendant position whose Loop buttons are occupied with calls For example if a main attendant is handling six incoming calls the next call is redirected to the overflow attendant until one of the main attendant s six Loop buttons is available If all the Loop buttons are in use the Loop overflow icon appears i
46. ialed using on the toolbar To place a call to an extension or outside number 1 When there is no active call type or select an extension or outside number in the Target list box 2 Press Enter on the keyboard A call is made to the extension or outside number To transfer a call to an 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 appears 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 50 2 Click the Call button or press the Enter key to make the call To make a call to an outside number 1 Inthe Target list box type the same digits you would dial if you were using your telephone 2 Click the Call button or press the Enter key P0936572 02 Chapter 4 Handling calls 65 Handling calls at an employee s telephone With Attendant Console employees can handle calls at their telephones After
47. ion 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 54 The Park Page button performs the Answer Mest TESCH same function Join Caller Connects two callers by joining the active call with the call on hold Refer to Linking and Joining calls on page 60 View Parked Opens the Parked Calls dialog box which displays Calls calls parked by all attendants A call can be retrieved by any attendant or from any telephone on the Business Communications Manager 2 5 system For more information refer to Linking and Joining calls on page 60 Target menu Call Initiates a call from your extension to the number in the Target list box The Call button performs the same function Call Woice call Voice Call Places a voice call from the Attendant to the extension ee eee in the Target list box For more information refer to Dial DTMF Tones Contacting employees using Voice Call on page 59 Link Target Dial DTMF Dials DTMF tone digits to the external number in the Tones 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 exa
48. is a Windows based software product that provides call management and call activity reporting capability to a business Business Communications Manager base unit The telephone system that Attendant Console works with External call An external call is a call that originates from outside your company s telephone system Hookflash The signal that occurs when a telephone goes on hook followed by off hook Attendant Console User Guide 92 Glossary Hunt Group A Hunt Group is a group of telephones that can be called by a single number Hunt Groups are configured in your Business Communications Manager base unit Identification Internal call An internal call is a call such as a call from another employee s extension that originates from your company s Business Communications Manager base unit 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 Attendant Console main attendant s computer is connected to one or more additional attendant computers through a network Overflow attendant The overflow attendant receives incoming calls when there are more than six active calls at the main attendant s computer Server component The Attendant Console server program supports the Client component that resides in the attendant s co
49. it l Cut Cirle Copies the selected text to the clipboard Copy Cte Pastes the contents of the clipboard at the insertion Paste Ctrl point Dial Paste Ctrl D Dial Paste Dials the number in the Clipboard The number can Transfer Faste Ctrl T include special characters such as hyphen DEN parenthesis space or period Note The Clipboard contents are added to any characters already in the Target list box This lets you type a routing code in the Target list box and then click the Dial Paste button Transfer Paste Transfers a call to the number in the Clipboard Caller Opens the Edit Caller Information dialog box The Edit Information button in the Caller Information list performs the same function Refer to The Edit Caller Information dialog box on page 35 and Maintaining caller information on page 67 Caller Information Employee Information Employee Opens the Edit Employee Information dialog box The Information Edit button in the Directory list performs the same function Refer to The Edit Employee Information dialog box on page 39 and Maintaining caller information on page 67 View menu Shows or hides the toolbar WEIN w Toolbar Statusbar Shows or hides the Status bar Hide Loop Shows or hides the inactive Loop buttons When Hide Loop Buttons Buttons selected only the active Loop buttons appear on the Attendant window w Status Bar Attendant Console User Guide 26 Chapte
50. l Notification dialog box 19 Call overflow occurs 16 Call processing area Call button 38 Camp On button 38 Link Transfer button 38 Page button 37 Screen button 37 Transfer button 37 using 38 VMTransfer button 38 Callback 33 Caller information finding and editing 70 Caller Information options Edit button 34 Hold button 34 Park Page button 34 Release button 34 Callermenu 28 Caller record creating new 67 deleting 70 Caller Type 35 Calls by customers report 79 Calls to employees report 79 City box 39 Client component restoring Attendant Console window 20 starting 11 Transfer options 22 Close button 40 Company box 35 ConsoleServiceDB 85 Contacting employees using Voice Call 59 Contacts boxes 36 48 using 48 Creating a new caller record 67 Attendant Console User Guide 94 Index D Department box 39 51 using 51 Dial DTMF Tones 28 Directory Find box 50 using 50 Directory list 11 Department column 43 employee information 43 Ext column 43 extension information 43 Name column 43 Notes column 43 sorting information 44 using 71 Directory list tab views 42 49 BLF tab view 42 Full 42 Selected 42 Directory tab views using 49 Disable Link Transfer 22 Disable VM Transfer 22 Do Not Disturb 43 DTMF button 32 E Edit Caller Information dialog box 35 Caller ID Name 36 Caller ID Number 36 Caller Type 35 Company box 35 Contacts 36 Delete Caller button 36 Find button 36 New Caller button 36 New Name button 36
51. l overflow occurs T amout T Disable VM Transfer T Disable Link Transfer cancel Ann In the Pop Call Notification dialog box when list select either check box Assigned extension rings The attendant is notified of calls to the assigned extensions or My extension rings The attendant is notified if their extension has an incoming call If both check boxes are clear the attendant is not notified of calls when the window 1s minimised 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 Attendant Console User Guide 20 Chapter 2 Getting started Restoring the Attendant Console window Part time attendants can have the Attendant Console window minimised or under another window The attendant can restore the Attendant Console window from the taskbar by clicking the Attendant Console taskbar button A quicker method is to set the Attendant Console window to restore automatically The Client component can automatically restore the window when the attendant s extension goes off hook active To set the Attendant Console window to restore automatically 1 On the Tools menu click Options The Options dialog box appears with the Options tab displayed Options Assigned Selected
52. l transfers to the employee s voice message mailbox Attendant Console User Guide 66 Chapter 4 Handling calls To join a call with the current call 1 Press the Join display button to conference the caller in with your current call The employee can see the caller s name or Caller ID name in the display of the telephone and decide whether to include the caller in the current call To send a call to the attendant who then asks the caller if they want to interrupt 1 Press the IntAct display button This delivers a pre set message to the attendant who asks the caller if they want to interrupt the employee If yes the attendant transfers the call back to the employee The calling party s name appears in the display of the employee s telephone for approximately 20 seconds To answer the call that the attendant transfers back press the Talk display button To send a call back to the attendant who then routes it to an assistant attendant 1 Press the Assist display button This delivers a pre set message to the attendant The attendant tells the caller that the employee is temporarily unable to take calls and requests that they are transferred to an Assistant extension 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 P0936572 02 67 Chapt
53. ls Transfer Caller Target Attendant Help m Caller Information e Target Name z 7 Caller Type Transfer Screen Company Page Call Note VMTransfer Camp On Edit Hold Release Park Page Link Transfer Directory Status Make Caller Find Show All Note Department Edit WPlease Return the cal returned your ca Selected Department n a a ES NUM Tuesday October 9 2001 01 40 03 PM__ To type a note 1 Click an extension number in the Full Assigned or Selected Directory views In the Note list box type a note Press the Enter key The note appears in the Directory list s Notes column Note To delete a Note e Delete the information in the Note list box e Press the Enter Key P0936572 02 Chapter 5 Maintaining caller and employee information 77 To save employee edit changes 1 On the Edit Employee Information dialog box click the Save button The changes made to the boxes in the Edit Employee Information dialog box for the employee highlighted in the Directory list are saved to the database After you click the Save button the Edit Employee Information dialog box remains open Note If you click the Close button without clicking the Save button the Edit Employee Information dialog box closes without saving the changes Attendant Console User Guide 78 Chapter 5 Maintaining call
54. lumn of information in the Directory 1 Click the tab 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 Attendant Console User Guide 72 Chapter 5 Maintaining caller and employee information Finding an employee record You can search for an employee by name by department or by an individual within a department You can search by an employee s name two ways On the Edit Employee Information dialog box click the Edit button and then click the Find button On the Attendant Console window in the Directory list box click the Find button To search by name 1 In the Attendant Console 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 39 Click the Find button The Find dialog box appears In the Name box type the first letter or letters of the employee s last name If the employee s first name is used instead of their last name type the first letter or letters of the employee s first name 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 wind
55. me by department from the Full tab using the Department list box Business Communications Manager Attendant Console File Edit View Tools Transfer Caller Target Attendant Help Pile Es fr an Name Caller Type Company Note Edt Caller Information Contacts z a Hold Release Park Page Directo Full Name 375 376 565 566 567 568 569 570 EP ULULU Status Make Caller Note Department BF e Assigned Sel Notes 4 gt Find Show All Target Iransfer Screen Page Call VMTransfer Camp On Link Transfer Developmen anutacturing Gales b dministratior ne Ready To search by department B NUM Friday October 5 2001 09 50 554M 4 1 Click the arrow of the Department list box The list appears displaying the departments associated with extensions 2 Click a department name from the list The department name appears in the Department list box 3 Click the Find button The extensions that match the department appear in a list under the Full Directory tab view 4 Inthe Directory list box click the name of the employee being called The name appears in the Target list box The search result is shown in the Full tab The BLF Selected and Assigned tab views remain unchanged 5 To restore all names in the Full tab view click the Show
56. mple Centrex Accesses hookflash Centrex or CO line features such as off premise transfer or conference or other systems or carriers while on an incoming call Click the Link button while on an incoming call to place the caller on hold and generate 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 60 P0936572 02 Chapter 3 Using the Attendant Console window 29 Attendant menu Toggles with the Out command When set to In you Attendant are taking calls Ih Toggles with the In command When set to Out you Out are not taking calls Calls that ring at your 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 in the Options dialog box Help menu Tip of the Day Shows or hides the Tip of the Day dialog box when you start the Attendant component Help Tip ofthe Dap Attendant Help Displays Help files Attendant Help About Attendant Displays program information revision number copyright information and system information About Attendant Attendant Console User Guide 30 Chapter 3 Using the Attendant Console window Using keystroke commands You can use keystroke commands to do many tasks quickly in Attendant Console Acc
57. mputer Shared system In an Attendant Console shared system the Business Communications Manager base unit is Shared by two or more companies Stand alone model A stand alone model is a Attendant Console system in which one attendant manages a business s incoming calls There are no assistant attendants backup attendants or overflow attendants in a stand alone model Target extension A target extension is the extension number to which you are directing a call VM Voice mail or voice message mailbox P0936572 02 Index Numerics Ist Contact 27 2nd Contact 27 3rd Contact 27 A About Attendant Console 29 Active Call 33 Adding notes to employee records 76 All extensions 18 All extensions box 21 Answer next 28 Answering calls as an attendant 46 Assigned extension rings 19 Assigned tab Directory list 18 Assigned tab view 42 Assistant attendant 17 91 Assistant Extension box 39 Attendant assistant 17 backup 9 14 features 19 In and Out buttons 29 overflow 9 16 Attendant Console Attendant button 20 Introduction 7 Attendant Console Help 29 Attendant Console window 11 23 Attendant Extension 11 Attendant Monitor 26 Attendant setups types 12 Attendant main full time 12 Attendant part time main 13 Backup attendant 9 14 BLF tab view 71 Blue Loop button 33 93 C Calendar button 83 Call 28 joining calls 60 making acall 64 screening 58 transferring 52 Call Forwarded 43 Cal
58. munications with personal computing to make your job easier faster and more efficient Use of existing hardware You do not need to purchase additional dedicated hardware to use the power of Attendant Console If you have the minimum computer requirements all you need is the software that lets your computer communicate with the Business Communications Manager 2 5 system Attendant Console works in a multi tasking environment You can use your computer for other tasks such as word processing in addition to attending to calls You can quickly switch from computer tasks to the Attendant window if there is an incoming call Graphical User Interface GUI Attendant Console has a GUI that has sophisticated features but is less complicated than other attendant consoles You can easily select the buttons to process incoming calls Very few key strokes are needed for most activities For example answering an incoming call and transferring it to an extension usually requires two steps clicking a Loop button to answer the call and double clicking the icon beside the called party s name to transfer the call The GUI provides at a glance information about the progress and status of calls Before you answer a call you know the caller s telephone number and how long the caller is waiting If a call transfers back to you the Attendant Console window immediately displays the status of the call The readily available online Help ensures that Attendant
59. n selecting a database Click the Select button to open the Open dialog box 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 85 Current Database Type the path name of an Attendant Console database in the Current C Program Files Mort Database box Attendant Console User Guide 82 Chapter 6 Generating reports Information list box The Information list box contains the report type information Report Type The Report Type is available if you type a valid Microsoft Access database in the Current Database box al If you select a report type a description of the report type appears in the Description area P0936572 02 Chapter 6 Generating reports 83 Period list box The Period list box 1s available if e you select a valid database and e you select a report type that requires you to define a report period ane Week opens the One Week dialog box You can specify a report period with HE a duration of one week Sunday through Saturday Dears Opens the One Month dialog box You can select a one month report renee period From 1271797 a l 7 Shows the date of the beginning of the report period The boxes change to reflect the dates in the Month Week and Calendar buttons 7 12 51 97 The From date must be earlier than the To date Opens the Calendar dialog boxes that you use to set the From an
60. n the Attendant Status Bar and the overflow call goes to the overflow attendant For more information on the Loop overflow icon see Status bar on page 24 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 computer as the overflow each Attendant computer that is set up to receive incoming calls must be set up to redirect calls to the overflow Attendant computer whenever overflow occurs You must activate the overflow feature at each Attendant computer Note The system can redirect calls to another Attendant Console attendant or any extension number To set the overflow extension 1 On the Tools menu click Options The Options dialog box appears with the Options tab displayed Options Options Assigned Selected Pop Call Notification dialog box when Assigned extension ings msp_cgy_dov ca My extension rings Restore minimized Attendant screen when Attendant T Call answered on Attendant extension My extension 220 Redirect calls to Transter Options Extension T Disable VM Transfer l Disable Link Transfer 2 Inthe 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 P0936572 02 Chapter
61. ness Communications Manager base unit P0936572 02 Chapter 4 Handling calls 53 To transfer a call to an outside number 1 With an active incoming call on Attendant Console in the Target list box type an outside telephone number Click the Link Transfer button The Loop button label shows Active and the number in the Target list box is tone dialed 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 Attendant Console User Guide 54 Chapter 4 Handling calls Parking holding and screening calls With Attendant Console you can screen calls for a employee put the calls on hold and park calls so that you can page the employee You can also talk to the employee in intercom mode using Voice Call Parking calls and paging employees With the Park Page feature you can 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 Inthe Target list box type the extension of the employee 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 you can page the employee Business Communications Manager Attend
62. og 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 Information dialog box 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 Click the Save button to save the changes to the database 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 a caller record 1 In the Attendant Console window in the Caller Information options click the Edit button The Edit Caller Information dialog box appears Make sure the caller name you want to delete appears Click the Delete Caller button The record that appears in the Edit Caller Information dialog box is deleted from the database P0936572 02 Chapter 5 Maintaining caller and employee information 71 Maintaining employee information When Attendant Console is installed employee information is provided by the Business Communications Manager base unit This information appears in the Directory list box in the bottom center of
63. ons Opens the Edit Employee Information dialog 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 39 and Maintaining employee information on page 71 Directory tabs displays extensions connected to the Business Communications Manager 2 5 system including wireless Companion telephones CallPilot extensions and Hunt group extensions This view displays the maximum amount of extension and employee information allowed in the Directory list BLF Displays extensions connected to the Business Communications Manager 2 5 system including wireless Companion telephones CallPilot 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 from the Assigned tab view in the Options dialog box Refer to Assistant attendant on page 17 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 useful if you direct incoming calls to
64. ontrols are unavailable 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 After you create a report 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 Attendant Console Reports window This is set automatically after creating a report but can also be done by pressing the Tab key to move through the Report settings 2 Press Ctrl Page Up to view the previous page or Ctrl Page Down to view the next page Attendant Console User Guide 90 Chapter 6 Generating reports Printing a report When a report is in the Report Viewing area the Print button is available To print a report 1 Click the Print button The report prints to the default printer You can change default printer the from the Printers folder Access the Printers folder from the Windows Start menu or Control Panel Refer to Attendant Console Help for further information Choose the pages and number of copies of the
65. op buttons The Loop buttons on the left of the Attendant Console window are labeled F1 to F6 You use the Loop buttons to answer calls Each Loop button can handle a single call The Loop buttons have colors and words that represent call activities For example a yellow Loop button with the word Ringing represents an incoming call at your 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 Zo A yellow Loop button with the word Ringing appears when an incoming call rings at your extension A green Loop button with the word Active appears when a call is answered by Active you 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 your Un Hold extension An orange Loop button with the word Callback appears when a call returns to you Callback 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 Attendant Console User Guide 34 Chapter 3 Using the Attendant Console window Using Caller Information options The Caller Information options display information about the caller that is stored in the Business Communications Manager 2 5 system database Business Communications Manager Attendant Console
66. out callers To access the Edit Caller Information dialog box 1 Below the Caller Information options click the Edit button The Edit Caller Information dialog box appears Business Communications Manager Attendant Console File Edit View Tools Transfer Caller Target Attendant Help Fi Contact Target x Caller Type gt H E Transfer Screen Company as Page Call VMTransfer Camp On Haold Release Park Page Link Transfer Director Statue Make Caller Find Show All Edit Caller Information Op x Mame Caller ID Mame Caller Type Unclassified x Caller ID Number Close Company Record Number z Find ae Contacts New Caller City New Hame State Province Delete Caller ip Postal Code PULULL Ready FE NUM Thursday October 4 2001 01 12 44 PM y 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 caller s name Caller Type Contains the classification of the caller There are five types Unclassified Personal Employee Vendor and Customer Company Contains the name of the company associated with the caller The Caller ID name automatically appears in this box You can edit the name here or in the Caller Information options Phone Contains the telephone number of the caller City State Province an
67. ow 1 In the Find box on the Attendant Console window type the first letters of the person s last or first name according to how names are listed in the Directory list s Name column Click the Find button Any names that match the letters you enter appear in a list in the Full tab Directory view To search by department 1 In the Directory options click Department list box arrow A list of the departments associated with extensions appear in the list The name of the department for each extension appears in the Edit Employee Information dialog box Select the department name from the list and the department name appears in the Department box Click the Find button Any extensions that match the department appear in a list in the Full tab Directory view Note A department search takes priority over a name search P0936572 02 Chapter 5 Maintaining caller and employee information 73 To search for a person in a department 1 Inthe 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 Inthe Directory options click the Show All button The Full tab view shows the extensions names notes and department information 2 Click the Show All button to retu
68. ow This chapter explains how to use the Attendant Console window Components of the Attendant Console window menu bar toolbar Loop buttons Caller Information options Call processing area Business Communications Manager Attendant Console Oy x Caller Informatio Target Tranter Screen Contact Name Caller Type ka Company Mote Fage Call VM Transfer Camp On Link Transfer Status Make Caller Note Assigned Selected Department Ready FE NUM Friday October 5 2001 05 50 554M 4 Directory options Status bar Attendant Console User Guide 24 Chapter 3 Using the Attendant Console window Status bar To display the Status bar 1 On the View menu click Status bar Displays the functions of the toolbar button when you point to it Place an intercom voice call The Loop Overflow icon appears if there are more calls waiting to be answered than available Loop buttons Appears if the Num Lock key is on Shows the date and time Friday September 18 1998 0 445 PM Attendant Console menus If you hover your mouse pointer over the menu commands the Help tips appear in the Status bar at the bottom of the Attendant Console window File menu Closes the Client component P0936572 02 Chapter 3 Using the Attendant Console window 25 Edit menu Cuts the selected text and moves it to the clipboard Ed
69. pe in the Status box Creating a new name for an extension You can change the name of 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 Click the New Name button Type the new employee s name Click the Save button when you are done P0936572 02 Chapter 5 Maintaining caller and employee information 75 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 Inthe 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 Attendant Console User Guide 76 Chapter 5 Maintaining caller and employee information Adding notes to employee records You can add a note to an employee record by selecting a note from a list or typing a personal note The note appears in the Notes column under Directory in the Attendant window To select from the list of notes 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 Business Communications Manager Attendant Console OF x File Edit View Too
70. r 3 Using the Attendant Console window Tools menu Starts the Reports component Attendant Opens the Attendant Monitor dialog box that displays Reports Monitor diagnostic information sent by the Client component Attendant Monitor and received back from the Server component The Lag te File Attendant Monitor helps in troubleshooting Anti Log to File Writes Client component activity and Server messaging Uptioris to a log file This is used for troubleshooting Opens the Options dialog box Tools e The Options tab lets you specify the Server ID enter the Attendant extension set the conditions for making the Attendant Console Attendant window appear and set call redirection The Assigned tab lets you choose extensions to appear in the Directory List s Assigned tab The Selected tab lets you select which extensions appear in the Directory List s Selected tab For more information refer to Using the Directory options on page 41 P0936572 02 Transfer menu Transfer 1st Contact 2nd Contact ard Contact Fa F10 F11 Transter to Target Mum Pad Screen Transfer Transfer to mall Crtl Hum Pad Chapter 3 Using the Attendant Console window 27 1st Contact 2nd Contact 3rd Contact Transfer to Target Screen Transfer Transfer to VMail Transfers the active call to the caller s first contact 1st Contact is enabled if there is an active call and a contact in the first box of the Con
71. r Guide 48 Chapter 4 Handling calls Using the Target list box After you answer a call click the called extension to put it in the Target list box There are four ways to find the correct extension when you are ready to process a call e Using the Contacts boxes on page 48 e Using the Directory tabs on page 49 e Using the Directory Find box on page 50 e Using the Department list box on page 51 Using the Contacts boxes The Contacts boxes contain the extension numbers and names of the three most frequently called numbers that the caller requests These caller contacts are listed from most frequently to least frequently called Business Communications Manager Attendant Console File Edit View Tools Transfer Caller Target Attendant Help fr on m Caller Information Name o Caller Type O ts Company DoOoOoOoo O Note Edt Hold Release Park F Directory Status x Make Caller Find Note Department Target Contacts PULULU Full BLF Assigned Selectie Name Ext Notes Department 375 375 376 376 565 565 T 566 566 T 567 567 568 568 569 569 5 0 570 SSS Ready NUM Friday October 5 2001 09 50 55 AM Li 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 the person s telephone status icon To transfer
72. rget list box This must be used 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 such as and from the Target list box to other services such as Interactive Voice Response IVR and Business Communications Manager 2 5 messaging services Use the Join button to connect two callers by joining the active call with the call that is on hold at the Attendant Console Refer to Linking and Joining calls on page 60 Use the View Parked buiton to display the Parked dialog box which lists parked calls Calls can be parked and retrieved from any telephone connected to your Business Communications Manager 2 5 system Refer to Parking calls and paging employees on page 54 Use the Voice Call to initiate a call from your telephone to the speaker of another telephone without causing the telephone to ring Refer to Parking calls and paging employees on page 54 Six Loop buttons labeled F1 to F6 are used to answer calls Each Loop button represents call The color of the Loop button and the word that appears shows the type of call activity occurring You can display or hide Loop buttons 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 P0936572 02 Chapter 3 Using the Attendant Console window 33 About Lo
73. rn to the Directory view after you perform a search Attendant Console User Guide 74 Chapter 5 Maintaining caller and employee information Editing employee information You can edit employee information by adding or changing an extension changing the person status of an extension or by creating a new name for an extension To add or change an extension 1 In any Directory tab view Full BLF Selected or Assigned click the extension in the Directory list for which you wish to change or add information 2 Inthe 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 Enter the new information in any of the boxes that can be edited Click the Save button The changes are made to the database and to the employee s extension in the Directory 5 Click the Close button to close the Edit Employee Information dialog box 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 beside the 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 If you select Not at desk the Not at desk icon appears bua Do not ty
74. rs to the Windows TCP IP host name of the Server computer If you do not know the Server ID ask your System Administrator Click the OK button The Tip of the Day dialog box appears over the Attendant Console window Click the Close button to see the Attendant Console window Refer to Components of the Attendant Console window on page 23 When the setup is complete the Directory list displays the extensions connected to the Business Communications Manager 2 5 system Starting Attendant Console 1 On the Attendant computer click Start and point to Programs point to Nortel Networks point to Attendant Console and then click Attendant The Attendant Console taskbar button appears on the taskbar The Attendant Console window appears with the Tip of the Day window over it 2 On the Tip of the Day window click the Close button Attendant Console User Guide 12 Chapter 2 Getting started Types of attendant setups You must set up each computer that has Attendant Console installed to handle calls either as a full time main attendant part time main attendant or a backup overflow or assistant attendant The following section explains the different types of attendant setups Full time main attendant The full time main attendant is a telephone operator that has the Attendant window always visible on their computer There can be more than one full time attendant The Client component displays the incoming calls to the attendant
75. rver line that carries the call To show or hide inactive Loop buttons 1 On the View menu click Hide Loop Buttons To answer an incoming call 1 A Loop button turns yellow displays the word Ringing You can respond to a call in one of four ways e Click the yellow Ringing Loop button e Press the function key that is shown above the Loop button for example F1 e Press the Esc key e Press the associated intercom or line key on your telephone The Loop button becomes green and displays the word Active P0936572 02 Chapter 4 Handling calls 47 2 Answer the call with your company greeting If you are answering a call from this number or company for the first time you can enter caller information For further information refer to The Edit Caller Information dialog box on page 35 If this is not the first time you have answered a call from this number or company refer to Using the Target list box on page 48 To release a call 1 Click the Release button The call disconnects and the Loop button becomes idle Note Server line names are programmed in your Business Communications Manager base unit by your telephone administrator Note If your Business Communications Manager base unit 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 Attendant Console Use
76. setup and the part time main attendant setup is that the part time setup has additional attendant options selected that notify the attendant of incoming calls when the Attendant component is minimised Refer to Full time main attendant on page 12 and Setting up other attendant features on page 19 Attendant Console User Guide 14 Chapter 2 Getting started Backup attendant A backup attendant is an attendant position that receives calls that are redirected from another attendant position The backup attendant can at the same time operate as a main attendant assistant attendant or any combination of the attendant types You must set up each Attendant computer that is set up to receive incoming calls to redirect the calls to the backup Attendant computer Note The system can redirect calls to another Attendant Console attendant or any extension number in the company If the attendant needs to leave their position they can route calls to the backup attendant by clicking the Out button on the Attendant window After the attendant clicks the Out button they attendant can complete calls that are currently in progress on the Attendant window New calls appear on the absent main attendant s computer and the backup attendant s computer Although the main attendant is out the Client component can still process calls if required To set up the backup attendant 1 On the Tools menu click Options The Options dialog box appears wit
77. sing the Directory Find box Use the Directory Find box to search by name Business Communications Manager Attendant Console File Edit View Tools Transfer Caller Target Attendant Help n a fa Caller Information Contacts Target Name z v Caller Type z Transfer Screen Company Page Call Note VMTransfer Camp On Edit Hold Release Park Page Link Transfer Directory Status Make Caller Note Full BLF Assigned Selected Notes Department B NUM Friday October 5 2001 09 50 55AM__ To search by Name and put an extension in the Target list box 1 In the Find box type the first letter or letters of the person s last name or first name depending on how the employee names are entered For example if they are entered Jane 66599 Doe type J If they are entered Doe Jane type d Click the Find button Any matching names are displayed in a list under the Full tab In the Directory list click the name of the employee being called The name appears in the Target list box To restore all names in the Full tab view click the Show All button After the search result is shown in the Full tab view the BLF Selected and Assigned tab views remain unchanged P0936572 02 Using the Department list box Chapter 4 Handling calls 51 You can search for a na
78. tacts list Transfers the active call to the caller s second contact 2nd Contact is enabled if there is an active call and a contact in the second box of the Contacts list Transfers the active call to the caller s third contact 3rd Contact is enabled if there is an active call and a contact in the third box of the Contacts list Transfers the active call to the extension in the Target list box The Transfer button performs the same function Screens a Call transfer of an active call to the extension number in the Target list box The caller is 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 54 Transfers the active call to the voice message mailbox of the extension in the Target list box The VMTransfer button performs the same function Attendant Console User Guide 28 Chapter 3 Using the Attendant Console window Caller menu Answer Next Answers the next call in the queue Caller Places an active call on hold The Hold button performs the same function Refer to Parking Hald Chi H holding and screening calls on page 54 Release Fle Release Disconnects the active call The Release button Park performs the same function Join Caller Parks the active call so you can page the person View Parked Calls whose extens
79. the Selected extensions list click the extension number in the Selected extensions list and click lt lt 4 Click the OK button Attendant Console User Guide 22 Chapter 2 Getting started Disabling Transfer options If your Business Communications Manager 2 5 system is not connected to a Centrex switch or 1s not connected to CallPilot you can disable the Link Transfer or VM Transfer buttons on the Attendant Console window To disable the Transfer Options 1 On the Tools menu click Options The Options dialog box appears with the Options tab displayed The Transfer Options are in the bottom right of the dialog box Options Assigned Selected Fop Call Notification dialog box when Server Assigned extension rings My extension rings Restore minimized Attendant screen when Attendant T Call answered on Attendant extension My extension Redirect calls to Transter Options Extensions wh T Call overflow occurs T arm out T Disable VM Transfer T Disable Link Transfer cared too _ 2 Select the Disable VM Transfer check box to disable the VM Transfer button or select the Disable Link Transfer check box to disable the Link Transfer button If they are disabled the buttons appear dimmed on the Attendant Console window You can re enable the buttons by clearing the check mark from the appropriate check box P0936572 02 23 Chapter 3 Using the Attendant Console wind
80. the new caller record To create a new caller record from a Caller ID 1 On the Attendant Console 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 In the Name box type the name of another caller from the same company and click the OK button Click the New Name button The Name box clears The other boxes do not change Type the new caller s name Click the Save button The record 1s saved in the database Click the Close button If you click the Close button without clicking the Save button the Edit Caller Information dialog box closes without saving the changes Attendant Console User Guide 70 Chapter 5 Maintaining caller and employee information Finding and editing caller information You can edit caller information at any time and save the changes To find caller information 1 In the Attendant Console window in the Caller Information options click the Edit button The 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 If the 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 dial
81. ting Attendant Console 0 ccc eee nee 11 TYPOS of attendant SOUS cick ee eis eee oie s 00a Che O44 OSES EES eA ees 12 Full time main attendant 204056 ehneneseue ebborgeee shane bea webbse oeacs 12 Part time main attendant 20 0 0 0 eee 13 Eise sae ae ga ci E E E T E E E E E 14 Overflow attendant 0 0 ce ee eee nee ene 16 Assistant attendant cxvcieceadted aad teed saveee entice bags teesesesteeuds 17 Adding or removing an assistant attendant s assigned extensions 18 Setting up other attendant features 0 0 0 eee 19 Re EY bei psa yo 4 de boyy 64 244 C14 O45 457 o oe ods OSE eee 19 Restoring the Attendant Console window 0 000 cee eee eee 20 Setting the Attendant Selected option 0 0 0 cc ee 21 Disabling Transfer options 0 0 cee eee eae 22 Chapter 3 Using the Attendant Console window 0020 0c eee 23 Components of the Attendant Console window 0 00 cee eee eee 23 Sy el 645604 6404 be oeee se pyr oh EEE head eben EAEE EART EE E E 24 Attendant Console Menus oaaae eee eee eee 24 Using keystroke commands 0 ccc eee eee eee eens 30 Access keyS i a ee ee ee ee ee ee ee ee eee ee eee ee eee 30 Menu keystroke commands 000s cece eee eee eee ee eens 30 Keystroke commands with the Alt key 0 00 31 Using right click capability occa cnccddvedeeteadaceeaceet bass anaeeieuasiecre 31 ONS TOUS baeeccueeeadtnd
82. tons on page 33 Each Loop button can handle a single call in progress The color of the Loop button changes depending on the activity What the Loop buttons display If the Loop buttons are hidden they appear when a call occurs If the Loop Overflow icon appears on the Status Bar there are more than six calls A new incoming call appears as a yellow Loop button that displays the word Ringing Information about the call appears beside the Loop button to assist you with personalised call processing e the function key name above the Loop button F1 in the example shows the key on the computer keyboard that relates to the ringing Loop button F1 Oo 04 mn Terra Contours Inc Ringing 919 555 4565 Service Dept e 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 from Caller ID If you do not have Caller ID this line of display is blank You can enter or edit a company name using the Caller Information list box e 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 have Caller ID this line of display is blank e The bottom line of information to the right of the Loop button shows the name of the Business Communications Manager base unit se
83. tored locate the database on the Business Communications Manager base unit through Network Neighborhood Check with the System Administrator to ensure that the database is a shared file To load the database 1 On the Reports window at the Database option click the Select button The Open dialog box appears In the File name box type name of server consoleservicedb where name of server is the name of your Business Communications Manager base unit If you do not know the name of the server ask your System Administrator Click the Open button Click ConsoleService mdb Click the Open button The database loads to your computer and the database path appears in the Current Database box Click the Close button to return to the Attendant window After you load a database select the report type Selecting a report type 1 From the Report Type list box select your report Attendant Console User Guide 86 Chapter 6 Generating reports Setting the report period Some reports require a report period The report period defines the time span for which data is considered If you choose a report type that does not require a report period the Period list box is unavailable The report period begins on the From date and ends on and includes the To date To set the report period 1 Inthe From box type the date The following are acceptable date formats e June 5 1997 e 6 5 1997 Press the Enter key In the To box t
84. u can make your selection Note These options are available only if you select a valid database a report period and a report type that uses the category Employees or Customers Customer and Employee Selection dialog box From the Customer and Employee Selection dialog boxes you can choose the employees or customers to include in a report Employee Record Selection x anmes Fene ma ee A Ih S OANNE S005 Cancel B04 old The program records the items you selected here the last time you created a report When the dialog box opens the items you selected the last time are highlighted P0936572 02 Chapter 6 Generating reports 85 Creating and viewing reports Use the Reports component to generate reports for analysing telephone use in your company This section describes the steps required to generate reports select a database select a report type select a report period select employees and customers create and preview the report print the report Loading the database Attendant Console stores information in a database about your company s telephone use This database is used to generate the different types of reports In most cases you use the database installed on the Business Communications Manager base unit system However if you make backups of the database for archiving purposes Reports can also use these backups If you are generating reports from a computer that does not have the database s
85. ut 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 e Transfer the call to the called party Refer to Transferring a call on page 52 e Put the call on hold Refer to Parking holding and screening calls on page 54 e Transfer the call to CallPuilot Refer to Transferring a call on page 52 e Park the call and page the called party Refer to Parking calls and paging employees on page 54 P0936572 02 Chapter 5 Maintaining caller and employee information 69 To create a new name caller record from an existing caller record 1 On the Attendant Console window in the Caller Information options click the Edit button The Edit Caller Information dialog box appears Click the New Caller button This clears only the Name box in the Edit Caller Information dialog box The other boxes do not change In the Name list box type the new caller s name 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 Console window in the Caller Information options click the Edit button The Edit Caller Information dialog box appears Click the New Caller button A new blank caller record is created with a new Record Number assigned Type the desired information in the boxes Press the Save button to save
86. ype the date Press the Enter key Note An error message appears if you type a date in an unrecognised format or if you type a date that does not exist To select a report of one week 1 Click the One Week button The One Week dialog box appears In the month list box choose the month that the desired week starts or ends 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 select a report of one month 1 Click the One Month button The One Month dialog box appears In the month list box choose the desired month In the year select the desired year either by typing it or selecting it with the arrows 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 automatically 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 P0936572 02 Chapter 6 Generating reports 87 To clear a date You can clear a date by deleting the contents of the box A cleared box does not count as a date and does not restrict the ran
87. ze 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 highlighted in blue Choose a single item by clicking it Choose multiple items by pressing the Control key while you click the items you want You can select up to 100 items from the list If you require more than 100 items create 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 P0936572 02 Chapter 6 Generating reports 89 Creating the report When you have entered all the data needed to create a report the Create Report button is available To create a report 1 Click the Create Report button This starts the report generation process The Reporting animated icon appears to show that the report is running The icon stops when the report is complete 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 The Create Report button is unavailable again to show that the report is created The Report c

Avaya Attendant Console User Guide

Contents

Download Pdf Manuals

Related Search

Related Contents