Avaya BCM Attendant Console User's Guide

1-800-4 NORTELwww.nortelnetworks.com© 1999 Nortel NetworksP0908544 Issue 02Enterprise Edge Attendant ConsoleUser Guide

10 Introduction to Enterprise Edge Attendant ConsoleEnterprise Edge Attendant Console User Guide P0908544 Issue 02Processing a call with right-click

P0908544 Issue 02 Enterprise Edge Attendant Console User GuideUnderstanding Enterprise Edge Attendant ConsoleEnterprise Edge Attendant Console is a cl

12 Understanding Enterprise Edge Attendant ConsoleEnterprise Edge Attendant Console User Guide P0908544 Issue 02Reports componentThe Reports componen

Understanding Enterprise Edge Attendant Console 13P0908544 Issue 02 Enterprise Edge Attendant Console User GuideAttractiveness of PC compatibilityEnt

14 Understanding Enterprise Edge Attendant ConsoleEnterprise Edge Attendant Console User Guide P0908544 Issue 02

P0908544 Issue 02 Enterprise Edge Attendant Console User GuideGetting startedAfter your Enterprise Edge Attendant Console system is set up and checked

16 Getting startedEnterprise Edge Attendant Console User Guide P0908544 Issue 02Quitting the Attendant componentTo quit the Attendant component:1. On

Getting started 17P0908544 Issue 02 Enterprise Edge Attendant Console User Guide5. Click the Close button to see the Enterprise Edge Attendant Consol

18 Getting startedEnterprise Edge Attendant Console User Guide P0908544 Issue 02The Attendant component displays all incoming calls to the attendant’

Getting started 19P0908544 Issue 02 Enterprise Edge Attendant Console User GuideTo set up the backup attendant:1. On the Tools menu click Options.The

20 Getting startedEnterprise Edge Attendant Console User Guide P0908544 Issue 02Assistant attendant setupAn assistant attendant provides call coverag

Getting started 21P0908544 Issue 02 Enterprise Edge Attendant Console User GuideSetting up other attendant featuresCall notificationThere are two way

22 Getting startedEnterprise Edge Attendant Console User Guide P0908544 Issue 02Automatically restoring the Attendant window when a call comes inPart

Getting started 23P0908544 Issue 02 Enterprise Edge Attendant Console User GuideSetting Transfer options for the voice message mailbox and linkingIf

24 Getting startedEnterprise Edge Attendant Console User Guide P0908544 Issue 02

P0908544 Issue 02 Enterprise Edge Attendant Console User GuideUsing the Attendant windowThis section explains how to use the buttons and options on th

26 Using the Attendant windowEnterprise Edge Attendant Console User Guide P0908544 Issue 02Menu barThe menu bar is under the title bar and contains t

Using the Attendant window 27P0908544 Issue 02 Enterprise Edge Attendant Console User GuideDirectory listThe Directory list is at the bottom of the A

28 Using the Attendant windowEnterprise Edge Attendant Console User Guide P0908544 Issue 02Using the menu barThe menu bar contains the menus on the E

Using the Attendant window 29P0908544 Issue 02 Enterprise Edge Attendant Console User GuideView menuThe View menu contains:Tools menuThe Tools menu c

P0908544 Issue 02 Enterprise Edge Attendant Console User GuideContentsChapter 1 Introduction to Enterprise Edge Attendant Console 7About this guide 8C

30 Using the Attendant windowEnterprise Edge Attendant Console User Guide P0908544 Issue 02Transfer menuThe Transfer menu contains:1st Contact transf

Using the Attendant window 31P0908544 Issue 02 Enterprise Edge Attendant Console User GuideCaller menuThe Caller menu contains:Answer Next answers th

32 Using the Attendant windowEnterprise Edge Attendant Console User Guide P0908544 Issue 02Target menuThe Target menu contains:Attendant menuThe Atte

Using the Attendant window 33P0908544 Issue 02 Enterprise Edge Attendant Console User GuideHelp menuThe Help menu contains:Using the toolbarThe toolb

34 Using the Attendant windowEnterprise Edge Attendant Console User Guide P0908544 Issue 02Words and colors on Loop buttons:Use the View Parked butto

Using the Attendant window 35P0908544 Issue 02 Enterprise Edge Attendant Console User GuideUsing Caller Information optionsCaller Information options

36 Using the Attendant windowEnterprise Edge Attendant Console User Guide P0908544 Issue 02The Edit Caller Information dialog boxUse the Edit Caller

Using the Attendant window 37P0908544 Issue 02 Enterprise Edge Attendant Console User Guide The following buttons appear in the Edit Caller Informati

38 Using the Attendant windowEnterprise Edge Attendant Console User Guide P0908544 Issue 02The following buttons are in the call processing area: Usi

Using the Attendant window 39P0908544 Issue 02 Enterprise Edge Attendant Console User Guidechanges the caller/Caller ID record to an employee record

4 ContentsEnterprise Edge Attendant Console User Guide P0908544 Issue 02Using the menu bar 28File menu 28Edit menu 28View menu 29Tools menu 29Transfe

40 Using the Attendant windowEnterprise Edge Attendant Console User Guide P0908544 Issue 02The Edit Employee Information dialog boxThis dialog box ap

Using the Attendant window 41P0908544 Issue 02 Enterprise Edge Attendant Console User GuideThe following buttons appear in the Edit Employee Informat

42 Using the Attendant windowEnterprise Edge Attendant Console User Guide P0908544 Issue 02Directory list employee and extension informationEach one

Using the Attendant window 43P0908544 Issue 02 Enterprise Edge Attendant Console User GuideThe remainder of the columns in the Directory list are lab

44 Using the Attendant windowEnterprise Edge Attendant Console User Guide P0908544 Issue 02

P0908544 Issue 02 Enterprise Edge Attendant Console User GuideHandling callsWith Enterprise Edge Attendant Console, you can manage calls using either

46 Handling callsEnterprise Edge Attendant Console User Guide P0908544 Issue 02A new incoming call appears as yellow Loop button that displays the wo

Handling calls 47P0908544 Issue 02 Enterprise Edge Attendant Console User Guide2. Answer the call with your company greeting and determine from the c

48 Handling callsEnterprise Edge Attendant Console User Guide P0908544 Issue 02Using the Directory tab viewsThe tab views in the Directory dialog box

Handling calls 49P0908544 Issue 02 Enterprise Edge Attendant Console User GuideUsing the Department list boxYou can search for a name by department f

Contents 5P0908544 Issue 02 Enterprise Edge Attendant Console User GuideChapter 6 Maintaining caller and employee information 63Maintaining caller in

50 Handling callsEnterprise Edge Attendant Console User Guide P0908544 Issue 02To transfer using the Contacts box:1. Double-click the telephone statu

Handling calls 51P0908544 Issue 02 Enterprise Edge Attendant Console User GuideTo transfer a call to an outside number:1. With an active incoming cal

52 Handling callsEnterprise Edge Attendant Console User Guide P0908544 Issue 02.3. Click a call in the Parked calls list and then click the appropria

Handling calls 53P0908544 Issue 02 Enterprise Edge Attendant Console User GuideTo retrieve a parked call:1. On the Caller menu, click View Parked Cal

54 Handling callsEnterprise Edge Attendant Console User Guide P0908544 Issue 02Placing and retrieving calls on holdCalls can be placed on Hold and re

Handling calls 55P0908544 Issue 02 Enterprise Edge Attendant Console User GuideScreening callsYou can screen calls by talking with the employee and a

56 Handling callsEnterprise Edge Attendant Console User Guide P0908544 Issue 02Linking and Joining callsUsing Enterprise Edge Attendant Console, you

Handling calls 57P0908544 Issue 02 Enterprise Edge Attendant Console User GuideHandling a callback callThere are two types of calls that return to En

58 Handling callsEnterprise Edge Attendant Console User Guide P0908544 Issue 02To respond to a Callback call that a called party returned:1. Click th

Handling calls 59P0908544 Issue 02 Enterprise Edge Attendant Console User GuideMaking a call from the attendant’s extensionAs the attendant, you can

6 ContentsEnterprise Edge Attendant Console User Guide P0908544 Issue 02

60 Handling callsEnterprise Edge Attendant Console User Guide P0908544 Issue 02Managing calls at the employee’s telephoneEnterprise Edge Attendant Co

Handling calls 61P0908544 Issue 02 Enterprise Edge Attendant Console User GuideTo send the caller to Enterprise Edge Voice Messaging:1. Press the VM

62 Handling callsEnterprise Edge Attendant Console User Guide P0908544 Issue 02

P0908544 Issue 02 Enterprise Edge Attendant Console User GuideMaintaining caller and employee informationEnterprise Edge Attendant Console manages bot

64 Maintaining caller and employee informationEnterprise Edge Attendant Console User Guide P0908544 Issue 02To create a new caller record from an act

Maintaining caller and employee information 65P0908544 Issue 02 Enterprise Edge Attendant Console User GuideTo create a new name caller record from a

66 Maintaining caller and employee informationEnterprise Edge Attendant Console User Guide P0908544 Issue 026. Click the Save button.The record is no

Maintaining caller and employee information 67P0908544 Issue 02 Enterprise Edge Attendant Console User GuideTo edit a caller’s record:1. Make sure th

68 Maintaining caller and employee informationEnterprise Edge Attendant Console User Guide P0908544 Issue 02Working with the Directory listInformatio

Maintaining caller and employee information 69P0908544 Issue 02 Enterprise Edge Attendant Console User GuideTo search by name:1. In the Attendant win

P0908544 Issue 02 Enterprise Edge Attendant Console User GuideIntroduction to Enterprise Edge Attendant ConsoleEnterprise Edge Attendant Console is an

70 Maintaining caller and employee informationEnterprise Edge Attendant Console User Guide P0908544 Issue 02To search for an individual in a departme

Maintaining caller and employee information 71P0908544 Issue 02 Enterprise Edge Attendant Console User GuideTo change the Person status of an extensi

72 Maintaining caller and employee informationEnterprise Edge Attendant Console User Guide P0908544 Issue 02Adding notes to employee recordsYou can a

Maintaining caller and employee information 73P0908544 Issue 02 Enterprise Edge Attendant Console User GuideTo save employee edit changes:1. In the E

74 Maintaining caller and employee informationEnterprise Edge Attendant Console User Guide P0908544 Issue 02

P0908544 Issue 02 Enterprise Edge Attendant Console User GuideGenerating reportsEnterprise Edge Attendant Console automatically collects information a

76 Generating reportsEnterprise Edge Attendant Console User Guide P0908544 Issue 02Extension Directory reportThe Extension Directory report lists the

Generating reports 77P0908544 Issue 02 Enterprise Edge Attendant Console User GuidePeriod list boxNote: The Period list box is active if:• you select

78 Generating reportsEnterprise Edge Attendant Console User Guide P0908544 Issue 02Employees and Customers optionsUse these options to define custome

Generating reports 79P0908544 Issue 02 Enterprise Edge Attendant Console User GuideCreating and viewing reportsUse the Reports component to generate

8 Introduction to Enterprise Edge Attendant ConsoleEnterprise Edge Attendant Console User Guide P0908544 Issue 02About this guideThis document descri

80 Generating reportsEnterprise Edge Attendant Console User Guide P0908544 Issue 02Selecting a report typeAfter you load a database, decide what type

Generating reports 81P0908544 Issue 02 Enterprise Edge Attendant Console User GuideTo specify a report of one week:1. Click the One Week button.The O

82 Generating reportsEnterprise Edge Attendant Console User Guide P0908544 Issue 02Selecting employees and customers for the reportSome report types,

Generating reports 83P0908544 Issue 02 Enterprise Edge Attendant Console User GuideCreate Report buttonWhen all the data needed to create a report is

84 Generating reportsEnterprise Edge Attendant Console User Guide P0908544 Issue 02Printing a reportWhen a report is in the Report Viewing area, the

P0908544 Issue 02 Enterprise Edge Attendant Console User GuideGlossaryAssistant attendantThe assistant attendant is the telephone attendant who provid

86 GlossaryEnterprise Edge Attendant Console User Guide P0908544 Issue 02Enterprise Edge serverThe telephone system that Enterprise Edge Attendant Co

Glossary 87P0908544 Issue 02 Enterprise Edge Attendant Console User GuideStand-alone modelA stand-alone model is a Enterprise Edge Attendant Console

88 GlossaryEnterprise Edge Attendant Console User Guide P0908544 Issue 02

P0908544 Issue 02 Enterprise Edge Attendant Console User GuideIndexNumerics1st Contact, 302nd Contact, 303rd Contact, 30AAbout Enterprise Edge Attenda

Introduction to Enterprise Edge Attendant Console 9P0908544 Issue 02 Enterprise Edge Attendant Console User GuideAccess keysIn Enterprise Edge Attend

90 IndexEnterprise Edge Attendant Console User Guide P0908544 Issue 02Directory list 17, 27, 41, 68Department column 43employee information 42Ext col

Index 91Enterprise Edge Attendant Console User Guide P0908544 Issue 02MMain attendant, full-time 17Maintaining caller information 63Maintaining emplo

92 IndexEnterprise Edge Attendant Console User Guide P0908544 Issue 02Telephone display buttonsAssist 61Hold 60IntAct 61Join 61Next 60Talk 60VM 61tel