Nortel Networks Attendant Console manual

Part No. P0936572 0 2 Business Communications Manager Attendant Console User Guide Return to Menu[...]

2 P0936 572 02 Copyright © 2002 Nortel Networks All rights reserved. The informati on in this docu ment is subj ect to change wi thout noti ce. The statem ents, co nfigurat io ns , technica l data, a nd recomme ndation s in this d ocument are be lieved to be accu rate and reliable , but a re prese nted wit hout expr ess or implie d warranty. Users[...]

3 Attendan t Conso le User G uide Contents Chapter 1 Introducti on to Attendant Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 About Atte ndant Co nsole . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Attendant Console c omponents . . . . . . . . . . . . . . . . . . . . [...]

4 Contents P0936 572 02 Using the call proc essing ar ea . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 7 The Edit Empl oyee Info rmation d ialog box . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39 Using the Directory op tions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .[...]

Contents 5 Attendant Console Us er Guide Chapter 6 Generating report s . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79 About Atte ndant Co nsole repo rts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79 Report types . . . . . . . . . . . . . . . . . . . . . . . . . . . .[...]

6 Contents P0936 572 02[...]

7 Attendan t Conso le User G uide Chapter 1 Introduction to Attendant Console About A ttendan t Conso le Attendan t Consol e is a cal l-managemen t application that g ives your b usines s centra lised call management a nd cal l activity reporting capab ility. Atte ndant Console runs on o ne or more Pentium ® cl ass pe rsonal compute rs. This gui d[...]

8 Chapter 1 Intr oductio n to Att endant Cons ole P093657 2 02 Attendant Console c omponent s Attendan t Console is a sof tware applicat ion that has thr e e interrela ted compo nents: • Server c omponent • Client c omponent • Reports c omponent The Server component The Server componen t: • communic ates with your Bus iness Commun icati ons[...]

Chapter 1 Introd uction to Attenda nt Consol e 9 Attendant Console U ser Guide Attendant Console featur es There ar e many fe atures an d benef its asso ciate d with Atte ndant Co nsole. Computer compatibility Attendan t Consol e combin es telec omm unicat ions with persona l comput ing to make your job easier , fast er and more eff icient. Graphic[...]

10 Cha pter 1 Intro duction t o Attendant Console P093657 2 02 Choice of Attendant types You can set u p each compu ter to handle c alls e ither as a main a ttenda nt, or an overflow, ba ckup or assist ant at tendant. Each attendan t type gives y ou flexib ility in respo nding t o calls. This ensures that ca lls c an be handl ed in a professi onal [...]

11 Attendan t Conso le User G uide Chapter 2 Getting started Configuring Attendant Console You must set up eac h computer that ha s Atte ndant Con sole inst alle d to handle calls either as a full- time main at tendan t, part- time main at tendan t, or a bac kup, overflow or as sistant attendan t . Every Cli ent co mponent must ha ve the Server ID [...]

12 Cha pter 2 Getti ng started P093657 2 02 Types of attendant setups You must set up eac h computer that ha s Atte ndant Con sole inst alle d to handle calls either as a full- time main at tendan t, part- time main at tendan t, or a bac kup, over flow or as sistant atte ndant. The foll owing section exp lains the diff erent types of a ttendant set[...]

Chapter 2 Gettin g started 13 Attendant Console U ser Guide Part- time mai n attendant The part -time main at tenda nt can answer incomi ng cal ls and per forms tasks on the compute r suc h as word pr ocessing. The diff erenc e between t he ful l-time mai n atte ndant set up and the part-t ime main attendan t setup is that the pa rt-time setup has [...]

14 Cha pter 2 Getti ng started P093657 2 02 Backup attendant A backup at tendant is an at tendant position that r eceives calls that are redirected f rom anoth er attenda nt position. The ba ckup attendant can at the same time operat e as a main attendant, assistant attenda nt, or any combination of the attenda nt types. You must set up eac h Atten[...]

Chapter 2 Gettin g started 15 Attendant Console U ser Guide The main at tenda nt can red irect their c alls to t he backup attend ant by c licking t he Out b utton on the Atte ndant Co nsole windo w . The main a ttend ant can cl ick t he In butt on to r esume re ceiving calls at the ir compu ter .[...]

16 Cha pter 2 Getti ng started P093657 2 02 Overf low atte ndant An overfl ow atte ndant rec eives calls t hat are r edire cted from a nother attendan t position whose Loop butt ons are occupied wi th cal ls. For ex ample, i f a main at tendan t is handl ing six i ncoming calls, the nex t call i s redire cted to t he overfl ow attenda nt until one [...]

Chapter 2 Gettin g started 17 Attendant Console U ser Guide Assistant attendant An as sis tant at ten dant p rov ide s call cov er age for one or mo re ext ens io ns i n the s yst em. Y o u ca n set up an a ss ist ant a tt end ant to mon itor incom ing call s to sp eci fic ex tens ions . Set u p an a ssis tant attenda nt if an employee wants an as [...]

18 Cha pter 2 Getti ng started P093657 2 02 Adding or removing an assistant attendant’s assigned ex tensions 1 On the Tools menu , clic k Options . The Option s dial og box ap pears wit h the Opt ions t ab displa yed. 2 Click th e Assigned tab. To add an e xtension, click the exten s ion you want in th e All e xtens ions box and cl ick >> t[...]

Chapter 2 Gettin g started 19 Attendant Console U ser Guide Settin g up other at tendant fea tures Call no tific ation There ar e two ways Attendant Console can not ify an at tenda nt of inco m ing cal ls: • If an att endant keeps the Attendant Cons ole window minimised and works on other tasks, they are not ified of incom ing ca lls with a Call [...]

20 Cha pter 2 Getti ng started P093657 2 02 Restoring the Attendant Console windo w Part-t ime atte ndants can have the Attendant Console wi ndow minimise d or under another window. The atte ndant c an restor e the Att e ndant Console wind ow from th e taskbar by cli cking the Attendan t Consol e taskbar butto n. A quick er method i s to se t the A[...]

Chapter 2 Gettin g started 21 Attendant Console U ser Guide Setting the Attendant Selected option The S elect ed t ab lets the atten dan t v iew a sele ct ed s ubse t of t he ful l dir ecto r y. Th is is usefu l if t he attenda nt’s incoming cal ls are directed to a limited number of exten sions. To display ext ensions 1 On the Tools menu clic k [...]

22 Cha pter 2 Getti ng started P093657 2 02 Disabling Transfer op tions If your Business Communi cati ons Manage r 2.5 sy stem is not connec ted to a Centrex s witch o r is not conne cted t o CallPil ot, you c an dis able the L ink Tra nsfer or VM Tr ansfer bu ttons on the Attendan t Console wi ndow. To disable the Transfer Options 1 On the Tools m[...]

23 Attendan t Conso le User G uide Chapter 3 Using the Attendant Console window This chap ter e xplain s how to u se the Attendant Console window. Components o f the Attendant Co nsole windo w menu bar Loop buttons toolb ar Caller Inf orma tion options Director y options Cal l proc es sing are a Status ba r[...]

24 Cha pter 3 Usin g the Atten dant Con sole wind ow P093657 2 02 Status bar To displ ay the S tatus bar : 1 On the View me nu click Stat us bar . Attendant Console m enus If you ho ver you r mouse p oint er over the menu commands the Hel p tip s appea r in t he Stat us bar at the bott om of th e Attendan t Console window. File menu Displays the fu[...]

Chapter 3 Using the Attenda nt Console window 25 Attendant Console U ser Guide Edit me nu View me nu Cut Cuts t he selec ted tex t and m oves it to the c lipboard . Copy Copies th e sel ected tex t to the clipboa rd. Paste Pastes t he con tents of th e clipboard at th e inserti on point. Dial Paste Dials the numb er in th e Clipb oard. Th e number [...]

26 Cha pter 3 Usin g the Atten dant Con sole wind ow P093657 2 02 Tools menu Reports Starts the Reports comp onent. Attendant Monitor Opens the A tte ndan t Moni tor d i alog box th at dis pla ys diagnos tic i nformation sent by the C lient com ponen t and rece ived back from the Server compo nent. T he Attend ant Mo nitor help s in troublesho otin[...]

Chapter 3 Using the Attenda nt Console window 27 Attendant Console U ser Guide Transfer menu 1st Con tact Transfer s the active c all to the ca ller’s fir st contact. 1st Con tact is en abled if there is an ac tive call and a con tact in the first box of the Cont acts list. 2nd Contact Transfe rs the activ e call to the caller ’s se cond contac[...]

28 Cha pter 3 Usin g the Atten dant Con sole wind ow P093657 2 02 Call er me nu Target menu Answ er Ne xt Answers the next c all in th e queue. Hold Places an active c all on h old. Th e Hold butto n performs t he same f unction. Refer to “Parking, holding a nd screening c alls ” on p age 54 . Releas e Discon nec ts the activ e cal l. The Rele [...]

Chapter 3 Using the Attenda nt Console window 29 Attendant Console U ser Guide Attendant menu Help menu In Toggles with the Out comm and. Wh en set to In, y ou are ta king cal ls. Out To ggles with the In comman d. When set to O ut, you are no t taking calls. Calls tha t ring a t your telephone are fo rwarded to the ba ckup atte ndant position . No[...]

30 Cha pter 3 Usin g the Atten dant Con sole wind ow P093657 2 02 Using keystroke comm ands You can use keystroke commands t o do many t asks quic kly in Attendant Console. Access keys In Atten dant Cons ole, each menu and co mmand has a n underlined let ter cal led an acc ess key . 1 Press t he Alt key. This giv es you ac cess t o the me nu names [...]

Chapter 3 Using the Attenda nt Console window 31 Attendant Console U ser Guide Keystroke commands with the Alt key You can acc ess Call handling f uncti ons direct ly from t he Attendan t window by pressin g the Alt key and t he under lined key s in th e commands. You must pres s the Al t key whil e you pr ess other key. For e xample, t o place an [...]

32 Cha pter 3 Usin g the Atten dant Con sole wind ow P093657 2 02 Using the to olbar The toolb a r contains sev eral b uttons that pro vide quick and easy ac cess to s ome of the Attendan t Console f uncti ons. To display the toolbar 1 On the View me nu click Toolba r . The toolb a r is displaye d across t he top of the Att e ndant window below t h[...]

Chapter 3 Using the Attenda nt Console window 33 Attendant Console U ser Guide About Lo op but tons The Loop but tons on the l eft of t he Attendan t Console window are la beled F1 to F6. You use the Loop butt ons to a nswer call s. Each Loop button can hand le a single cal l. The Lo op butt ons have colors and words that represent call activi ties[...]

34 Cha pter 3 Usin g the Atten dant Con sole wind ow P093657 2 02 Using Caller In formation o ptions The Calle r Inf ormatio n options display info rmatio n about the ca ller tha t is stored in the Business Communicati ons Manage r 2.5 sy stem dat abase. Name Displa ys the na me of the ca ller. Caller Type Unclassi fied, Pe rsonal, Em ploye e, Vend[...]

Chapter 3 Using the Attenda nt Console window 35 Attendant Console U ser Guide The Edit Cal ler Information d ialog b ox Use the Edi t Call er Infor mation dialog box to cha nge or add inform ation ab out callers. To access the Edit Caller Information dialog box 1 Below the Ca ller Informat ion options , click t he Edit button. The Edit Ca ller In [...]

36 Cha pter 3 Usin g the Atten dant Con sole wind ow P093657 2 02 Caller ID Na me and Caller ID Nu mber Contai ns inf ormation p rovided throu gh subsc riptio n by the public switc hed telephon e network. Record Number Contai ns a uniq ue caller record identi fier nu mber. Yo u cannot chang e the informat ion in this box . Contacts Li sts th e cal [...]

Chapter 3 Using the Attenda nt Console window 37 Attendant Console U ser Guide Using the call processing area Use the Ta rget l ist box a nd the Ca ll Proces sing buttons to make and t ransfer call s. The call proce ssing are a contains: Use the Target li st box to en ter the ext ensio n or tel ephone number to cal l. Transfer s the ac tive cal l t[...]

38 Cha pter 3 Usin g the Atten dant Con sole wind ow P093657 2 02 Makes a call from your extensio n to the number i n the Target list box. Transfer s the activ e cal l to th e voi ce me ssag e mai lbox o f the e xtens ion in the Target list box so the calle r can l eave a m essa ge. Places a call on hold at the target ext ension. Accesses C entrex [...]

Chapter 3 Using the Attenda nt Console window 39 Attendant Console U ser Guide The Edit Em ployee Informatio n dialog bo x This dia log box appears when you click the Edi t button i n the Direc tory option. Use t he Edit Employee di alog b ox to change or add informa tion about employees. For more informati on, refer to “Maintainin g employee i n[...]

40 Cha pter 3 Usin g the Atten dant Con sole wind ow P093657 2 02 Record Number Display s a un ique reco rd identifier num ber. You canno t edit t his box. Voice Ma il Displ ays the v oice messag e mail box e xtension of the emplo yee. You c annot edit this box. Contacts Li sts th e employ ee’s three mos t freque ntly cal led pe rsons or extens i[...]

Chapter 3 Using the Attenda nt Console window 41 Attendant Console U ser Guide Using the Director y options The Direc tory opti ons are at the bo ttom of th e Attendant Consol e window. The Direc tory opti ons are tabbed di rectori es tha t show views of the extensi ons on t he Business Communicati ons Manage r 2.5 t elephon e system. You c an use [...]

42 Cha pter 3 Usin g the Atten dant Con sole wind ow P093657 2 02 Directory ta bs Finds nam es of individ ual em ployees or grou ps of employe es by de partment. The Find box f inds employee by name. The Departmen t box f inds e mploy ees b y departmen t. Type the first few letters o f the n ame in the Find b ox and click t he Find button. Nam es t[...]

Chapter 3 Using the Attenda nt Console window 43 Attendant Console U ser Guide Directory list employee and extensi on information Each Dire ctory list tab vi ew shows t he follo wing emplo yee and extens ion in formation. . Directory list columns Note: Th e first two columns are not label ed and c ontain only icons , not t ext. person stat us icon [...]

44 Cha pter 3 Usin g the Atten dant Con sole wind ow P093657 2 02 Sortin g inf ormat ion in the D irec tory list You can sort the employee infor mation in the Director y list t abs by exte nsion, name, notes o r departme nt. In the Full, Assig ned and Sele cted view s, th e info rm a tion a ppe ar s in colum ns w ith headings . To sort information [...]

45 Attendan t Conso le User G uide Chapter 4 Handling cal ls With Atten dant Console you can manage calls using a mouse or a keybo ard. When a cal l comes in, you can respond t o the cal ler us ing eit her a te le phone or a headset . If you use a hea dset you r han ds are fr ee to us e your computer. Basic call processing with Attendant Console ?[...]

46 Cha pter 4 Handl ing call s P093657 2 02 Answering calls as an attendant The Atten dant Cons ole window ha s six Loop buttons for ca ll answer ing. Ref er to “About Loop buttons” on pa ge 33 . Each Loop button can handle a si ngle call in progr es s. The col or of the Loop button c hanges depending on the activity. What the Loop buttons disp[...]

Chapter 4 Handlin g calls 47 Attendant Console U ser Guide 2 Answer the call with you r company greetin g. If you are answer ing a c all fro m this n umber or company for t he first time, y ou can enter call er i nformat ion. For furt her in formati on, re fer t o “The Edit Cal ler Info rmatio n dialog bo x” on page 35 . If th is is not the f i[...]

48 Cha pter 4 Handl ing call s P093657 2 02 Using the Ta rget list bo x After yo u answer a call , click t he cal led exte nsion to put it i n the Targ et list box. There ar e four ways to fi nd the correct e xtensi on when y ou are r eady to pr ocess a call : • “U sing the C ont act s box es” on pag e 48 • “U sing the D ire ctor y ta bs?[...]

Chapter 4 Handlin g calls 49 Attendant Console U ser Guide Using the Directory tabs The tabs in the Director y dialog box show in formati on abou t exte nsions. To search by extension or name 1 Click th e Full , BL F , Assi gned or Selected tab. 2 Click th e exte nsion, t he name or t he depa rtment of the employee being calle d in the l ist. T he [...]

50 Cha pter 4 Handl ing call s P093657 2 02 Usi ng the Di recto ry Find box Use the Di recto ry Find box t o search by name. To search by Name and put an extension in the Target list box 1 In the Find box, ty pe th e fir st le tter or le tt ers of th e pers on’s last nam e or fi rst n a me, dependin g on how the employee na mes are entered. For e[...]

Chapter 4 Handlin g calls 51 Attendant Console U ser Guide Usi ng t h e Depart me nt l is t box You can sea r ch for a name by de partment f rom the Ful l tab usi ng the De partment l ist box. To search by department 1 Click th e arrow of the Depar tment list bo x. The list appea rs dis playing t he depa rtments assoc iated wit h extensions. 2 Clic[...]

52 Cha pter 4 Handl ing call s P093657 2 02 Transferring a call You can tr ansfer an active c all to an exten sion using the Contacts box, t he Target list box or the Directo ry dia log box. Yo u can also transfer a cal l to a voi ce mess age mailbox. To transfer using the Contacts box 1 Double -click t he telep hone st atus i con to the ri ght of [...]

Chapter 4 Handlin g calls 53 Attendant Console U ser Guide To transfer a call to an outside number 1 With an ac tive i ncoming call on Att endant Console, i n the Target list bo x type an outside telepho ne number. 2 Click th e Link Transfer butt on. The Loop but ton la bel sh ows Active, a nd the n umber in the Target list b ox is tone diale d. 3 [...]

54 Cha pter 4 Handl ing call s P093657 2 02 Parking, holding and screening calls With Atte ndant Con sole you ca n screen calls for a e mployee, put th e calls on hold and park cal ls so that you can page th e employee. You can al so talk t o the emp loyee in i ntercom mode using Voice Cal l. Parking cal ls and paging employees With the P ark/Pa ge[...]

Chapter 4 Handlin g calls 55 Attendant Console U ser Guide To retrieve a parked call 1 On the Caller menu, click View Pa rked Call s. The Parke d Call s dialog box appears. 2 Select the parked call . 3 Click th e R etrie ve button. or 1 On the too lbar, click . The Parked Calls dia l og box appears. 2 Select the parked call . 3 Click th e R etrie v[...]

56 Cha pter 4 Handl ing call s P093657 2 02 To view par ked calls 1 On the Caller menu, click View Pa rked Call s . The Parked Calls dialog box appear s, displa ying: • the par k number of t he call • the cal ler’s na me (from the Name box of the Cal ler Inf ormation l ist box) • the name or exte nsion of t he called employee 2 Click th e C[...]

Chapter 4 Handlin g calls 57 Attendant Console U ser Guide Placing and retri eving calls on ho ld Calls ca n be place d on Hold and retrieve d quick ly. To put an incoming call on hold 1 Click th e Ringi ng Loop butt on. 2 Click th e Hold button or clic k another Ringing Loop butt on. The previ ous cal l is put on hold . When the ac tive c all is p[...]

58 Cha pter 4 Handl ing call s P093657 2 02 Screening calls You can scr e en calls by as king an employee whether th ey want to talk t o the call er. To screen and transfer a c all 1 Click th e Screen button. The acti ve call g oes on ho ld. The Lo op button c hanges c olor to b l ue. The extension rings and the Sc ree n Transfer dia log box a ppea[...]

Chapter 4 Handlin g calls 59 Attendant Console U ser Guide Contacting employees using Voic e Call You can use this feature as an i nterc om to tal k dir ectly throug h the spea ker of the employee ’s telepho ne. 1 In the Target l ist bo x type o r enter t he ext ension of the empl oyee. 2 On the too lbar, click . 3 Speak to t he employee throu gh[...]

60 Cha pter 4 Handl ing call s P093657 2 02 Linking and Joining calls Using Att endant Console, you can cre ate conference calls li nking or joinin g calls. Use the DTMF button t o tra nsfer or link calls on Cen trex l ines. To use the DTMF button with an incoming call on a Loop button 1 On the too lbar c lick . The acti ve inc oming cal l is place[...]

Chapter 4 Handlin g calls 61 Attendant Console U ser Guide Creating a conference call To create a conference cal l to an outside number 1 With an ac tive i ncoming call on Att endant Console, i n the Target list bo x type an outside telepho ne number. 2 Click th e Link Transfer butt on. The Loop but ton la bel sh ows Active, a nd the n umber in the[...]

62 Cha pter 4 Handl ing call s P093657 2 02 Handling a callback call Ther e are two t ypes o f ca lls t ha t ret urn to At te nda nt Co nsole : • an unanswe red tr ansfe r call • a call that t he emplo yee re turns to you f or att endant ha ndling Responding to a callback that an extension did not answer A callba ck can b e a call t hat is s e [...]

Chapter 4 Handlin g calls 63 Attendant Console U ser Guide To process a Hol d call 1 Tell th e caller that the empl oyee requests t hat th ey hold. 2 In the Target l ist bo x enter t he employ ee’s e xtension. 3 Click th e Camp On button. The call is ca mped to t he employ ee’s ext ension. To process an Assi st call 1 Tell th e caller that the [...]

64 Cha pter 4 Handl ing call s P093657 2 02 Making a call from you r extension As the at tendan t, you c an call an y extension in t he company and any outside nu m ber. The telepho ne number you type i n the Target lis t box ignor es spe cial cha racte rs such as hyphens , parenth eses, blank space s and commas. However , to re ach spe cial s ervi[...]

Chapter 4 Handlin g calls 65 Attendant Console U ser Guide Handling calls at an e mployee’s telephone With Atte ndant Con sole emp loyees can handle calls at thei r teleph ones. After a cal l routes to an extensio n, a low-level tone al erts the employee the y have an incoming call, even if th ey are on the ir t elepho ne. The n ame of t he cal l[...]

66 Cha pter 4 Handl ing call s P093657 2 02 To join a ca ll with the current ca ll 1 Press t he Join dis play bu tton to co nference the ca ller in with your curr ent ca ll. The employe e can see th e caller ’s name or Calle r ID name i n the display o f the te lephone and decide whe ther to inc lude th e caller in th e curr ent ca ll. To send a [...]

67 Attendan t Conso le User G uide Chapter 5 Maintaining caller and employee information With Atte ndant Con sole you ca n manage c aller a nd employee i nformat ion. Maintaining call er informat ion When a ca ller con tacts your company , information about t he cal ler fro m the Att endant Console databas e appea rs in the Caller Informat ion list[...]

68 Cha pter 5 Ma intainin g caller a nd empl oyee info rmation P093657 2 02 2 In the Call er Inf orma tio n list box cli ck Edit . The Edit Ca ller In formation dialog box appears. 3 Click th e New Caller button. This clea rs all t he bo xes in the Edit Caller Info rma tion dialog box and l e ts you create a new caller recor d. 4 In the Name list b[...]

Chapter 5 Main taining c aller and e mployee infor mation 69 Attendant Console U ser Guide To create a new name ca ll er record from an existing caller record 1 On the Att endant Conso le wind ow, in th e Caller Infor m ation opt ions, click the Edit bu tton. The Edit Ca ller In formation dialog box appear s. 2 Click th e New Caller button. This cl[...]

70 Cha pter 5 Ma intainin g caller a nd empl oyee info rmation P093657 2 02 Finding and ed iting caller inform ation You can edi t caller informat ion at any time a nd save the change s. To find caller information 1 In the At tendant Con sole window, in the Caller Information options, click the Edit butto n. The Edit Ca ller In formation dialog box[...]

Chapter 5 Main taining c aller and e mployee infor mation 71 Attendant Console U ser Guide Maintaining emplo yee information When Attenda nt Conso le is in stalled, employee infor mation is pro vided by the Bus iness Communicati ons Manage r base unit. This infor mation appears i n the Di recto ry list box i n the bottom ce nter o f the Atte ndant [...]

72 Cha pter 5 Ma intainin g caller a nd empl oyee info rmation P093657 2 02 Finding an emp loyee record You can sea r ch for an employe e by name, by depar tment or by an indivi dual wi thin a dep artment . You can sea r ch by an employee’ s name t wo ways: • On the Edit Employee Informat ion di alog box click th e Edit button and t hen clic k [...]

Chapter 5 Main taining c aller and e mployee infor mation 73 Attendant Console U ser Guide To search for a person in a departm ent 1 In the Department box select a depa rtment. 2 In the Find box t ype the per son’s name. 3 Click th e Find button. Any extens ion s that match th e name in t he d epart ment appe ar in a list in the F ull tab Dir ect[...]

74 Cha pter 5 Ma intainin g caller a nd empl oyee info rmation P093657 2 02 Editing employee in formatio n You can edi t employee infor m ation b y addin g or changi ng an ext ension, ch anging the person status of an e xtension o r by creating a new name fo r an ex tensi on. To add or ch ange an extension 1 In any Dir ectory t ab vie w (Full, BLF,[...]

Chapter 5 Main taining c aller and e mployee infor mation 75 Attendant Console U ser Guide Using the Make Caller button Use this funct ion if an employee call s from a cus tomer’s of fice. To assign the name of an employee to a caller record 1 In the D ire ctory list, sele ct the employee's exte nsion or type the emp loyee’s extens ion num[...]

76 Cha pter 5 Ma intainin g caller a nd empl oyee info rmation P093657 2 02 Adding no tes to employee record s You can add a note to an employ ee recor d by selec ting a note fr om a list or typing a per sonal not e. The note a ppears in th e Notes column under D irect ory in th e Attendant window. To select from the list of notes 1 Click an extens[...]

Chapter 5 Main taining c aller and e mployee infor mation 77 Attendant Console U ser Guide To save employee edit changes 1 On the Edit Employ ee Information dia log box cli ck the Save butto n. The change s mad e to t he boxe s in t he Edit Employee Infor mation di alog bo x for the empl oyee highli ght ed in the Directo ry l is t ar e sa ved t o t[...]

78 Cha pter 5 Ma intainin g caller a nd empl oyee info rmation P093657 2 02[...]

79 Attendan t Conso le User G uide Chapter 6 Generating re ports About A ttendant C onsole repo rts Attendan t Consol e collec ts inf ormation a bout i ncoming cal ls and t racks how c alls ar e proce ssed. Use the i nformat ion fr om the Repor ts compon ent to help spot trends and preve nt prob lems. You can use th e caller -rel ated i nformat ion[...]

80 Cha pter 6 Gene rating rep orts P093657 2 02 About the Reports wi ndow To open the Reports window 1 On the Attendant window cli ck Tools and then cli ck Reports . The Report s window o pens.[...]

Chapter 6 Generati ng reports 81 Attendant Console U ser Guide Comp onent s of the Re port s wind ow The Report s window c ontains t he Data base, Info rmation, Period, Empl oyees and Cu stomers list boxes and a report viewing area. T he Report s window me nus are Fi le, Edi t, View and Hel p. Use the Cr eate Re port, Page < , Page > and Prin[...]

82 Cha pter 6 Gene rating rep orts P093657 2 02 Information list box The Infor mation list box contains the re port t ype info rmation. The Re port Typ e is ava ilabl e if yo u type a valid Micro soft Access datab ase in the Current Database box. If you s e lect a report typ e, a descriptio n of the report t ype appears in the Descri ption ar ea.[...]

Chapter 6 Generati ng reports 83 Attendant Console U ser Guide Period list box The P eri od lis t box i s ava ilabl e if: • you se lect a va lid database and • you sele ct a report typ e that re quires you to def ine a r eport per iod. opens the O ne Week d i alog box. You c an spe cify a re port period with a duration of one week (Su nday t hr[...]

84 Cha pter 6 Gene rating rep orts P093657 2 02 Employees and Customers options Use these optio ns to de fine the customers or emplo yees who will be th e subje ct of the report. Customer and Employee Sel ection dialog box From the Cus tomer and Empl oyee Sel ection d ialog boxes, you ca n choose the employe es or customer s to in clude in a re por[...]

Chapter 6 Generati ng reports 85 Attendant Console U ser Guide Creating and vie wing reports Use the Report s component to genera te re ports for analy sing teleph one use in your company. Th is sectio n describ es the st eps req uired to generate rep ort s: • selec t a data base • select a report type • sel ect a repor t pe riod • select e[...]

86 Cha pter 6 Gene rating rep orts P093657 2 02 Setting the report period Some re ports req uire a report p eriod. The report period defines the t ime span for which d ata is conside red. If you cho ose a repor t typ e that doe s not require a r eport per iod, t he Period li st box is unavail able. The r e port period beg ins on the From date and e[...]

Chapter 6 Generati ng reports 87 Attendant Console U ser Guide To clear a date You can cl ear a d ate by deleting the conte nts of the box . A cleared box does not count a s a dat e, and d oes no t re stri ct th e rang e of the ot her date . Note: Th e To and Fr om boxes are active if you s elect a v a lid database a nd you se lect a report t ype t[...]

88 Cha pter 6 Gene rating rep orts P093657 2 02 Selecting emplo yees and customers for th e report Some ty pes of rep orts, especial ly those t hat concern cal l data, le t you select se ts of employee s, customer s, or bot h. The info rmation for the set you select i s summari sed in th e report. Report s have cat egori es that a r e appropriate t[...]

Chapter 6 Generati ng reports 89 Attendant Console U ser Guide Creating the report When you ha ve ent er ed all the data ne eded to creat e a report, the Cre at e Report button is avai la ble. To create a report 1 Click th e Create Report butt on. This star ts the repo rt g en era tio n p roc ess. The R epor ting ani m ate d icon appe ars to sho w [...]

90 Cha pter 6 Gene rating rep orts P093657 2 02 Printi ng a repo rt When a repo rt is i n the R epo rt Vie wing area , the Pr int butto n is a v aila ble. To print a r eport 1 Click th e Print button. The r eport prin ts to t he d ef aul t prin ter. Y ou ca n ch a nge de fau lt prin ter the fro m th e Pr in ters folde r. Ac c ess t he Pr inters fol[...]

91 Attendan t Conso le User G uide Glossary Assi stan t att enda nt The assi stant attendan t is the telep hone at tendant who pro vides c all cover age fo r spec ific employ ees. Backup atte ndant The backup attendant rece ives c alls wh en the ma in atten dant is not avai lable . The main attenda nt uses t he Out bu tton on the Atten dant mai n w[...]

92 Glo ssary P0936 572 02 Hunt Gr oup A Hunt Group i s a group o f telephones that can b e called by a singl e number. Hunt Groups are conf igure d in your Bus i ness Communication s Manager base unit . ID Iden tificat ion. Internal ca ll An interna l call is a call, s uch a s a cal l from anoth er employee’ s ex tension, that ori gin ates from y[...]

Attendan t Conso le User G uide 93 Index Numerics 1st Contact , 27 2nd Con tact, 27 3rd Co nta ct, 27 A About At tendant Consol e 29 Active Call 33 Adding notes to employee records 76 All extensions 18 All extensions box 21 Answer next 2 8 Answering calls as an atte ndant 46 Assign ed extens ion rin gs 19 Assigned tab Director y list 18 Assign ed t[...]

94 Ind ex P0936 572 02 D Depart ment box 39, 51 usin g 51 Dial DTMF Tones 28 Director y Find box 50 usin g 50 Director y list 11 Department column 43 employee infor mat ion 43 Ext column 43 extension information 43 Name column 43 Notes column 43 sorting inform ation 44 usin g 71 Director y list tab views 42, 4 9 BLF ta b view 42 Full 42 Selected 42[...]

Index 95 Attendan t Conso le User G uide M Main attendant, full-time 12 Maintaining caller information 6 7 Maintaining employee information 71 Making a call f rom the at tendant’s extension 64 Managing calls using telepho ne display buttons 65 Menu bar usin g 24 My Extens ion 12 My extens ion ri ngs 19 N Name box 35, 3 9, 70 Network ed model 92 N[...]

96 Ind ex P0936 572 02 T Take b ut t on 19 Target bo x 37 finding an extens ion and mo ving it to 48 Targ et ex tens io n 92 Target menu 28 Telephon e displa y buttons Assist 66 Hold 65 IntAct 66 Join 66 Next 65 Talk 65 VM 65 teleph one st atus icon call forward 43 do not disturb 43 off-hook 43 on-hook 43 Tip of the Day di alog box 11, 29 Toolbar u[...]