Nortel Networks P0936571 02 User Manual

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Part No. P0936571 02

Business Communications Manager

Attendant Console User Guide

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.

P0936571 02

Contents

Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Text conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Acronyms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Chapter 1

Introduction to Attendant Console. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Components of the Attendant Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Attendant Console features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Attendant types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Server component . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Client component . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Reports component . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

PC compatibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Graphical User Interface (GUI) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Advanced software capabilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Chapter 2

Getting started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Starting the Client component . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Minimizing and maximizing the Attendant Console window . . . . . . . . . . . . . . . . . 15

Quitting the Client component . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Initializing and configuring the Client component . . . . . . . . . . . . . . . . . . . . . . . . . 16

Starting the Client component for the first time . . . . . . . . . . . . . . . . . . . . . . . 16

Types of attendant setups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Setting up other attendant features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Chapter 3

Using the Attendant Console window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Components of the Attendant Console window . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Title bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Menu bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Loop buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Caller Information options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Call processing area . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Directory list . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Status Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Using the menu bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

File menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Attendant Console User Guide

4 Contents

Chapter 4

Handling calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Edit menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

View menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Tools menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Transfer menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Caller menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Target menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Attendant menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Help menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Using keyboard shortcuts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Using right-click capability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Using the toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Using Caller Information options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Using the call processing area . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Using the Directory options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Search and edit functions in the Directory options . . . . . . . . . . . . . . . . . . . . . 37

Directory list . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Answering calls as an attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Finding the called person’s extension and placing it in the Target list box . . . . . . 45

Using the Contacts boxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Using the Directory tab views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Using the Directory Find box . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Using the Department list box . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Transferring a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Parking, holding and screening calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Parking calls and paging employees . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Placing and retrieving calls on hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Screening calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Contacting employees using Voice Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Linking and Joining calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

Joining a call on hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

Creating a conference call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

Handling a callback call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Responding to a callback that an extension did not answer . . . . . . . . . . . . . . 53

Responding to a callback that a called party returned . . . . . . . . . . . . . . . . . . 53

Making a call from the attendant’s extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Handling calls at an employee’s telephone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

P0936571 02

Contents 5

Chapter 5

Maintaining caller and employee information . . . . . . . . . . . . . . . . . . . . . . . 59

Maintaining caller information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Creating a new caller record . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Finding and editing caller information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

Maintaining employee information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

Using the Directory list . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Finding an employee record . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Editing employee information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

Creating a new name for an extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

Adding notes to employee records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

Chapter 6

Generating reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

Report types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

Calls by Customers report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

Calls to Employees report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

Extension Directory report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70

Using the Reports window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70

Database box . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70

Information list box . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70

Period list box . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

Employees and Customers options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

Creating and viewing reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72

Loading the database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

Selecting a report type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

Setting the report period . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

Selecting employees and customers for the report . . . . . . . . . . . . . . . . . . . . 75

Create Report button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75

Viewing the report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76

Printing a report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76

Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

Attendant Console User Guide

6 Contents

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Preface

Text conventions

Business Communications Manager Attendant Console provides a graphical interface on your Windows-based PC for managing calls in a call center or office.

This guide uses the following text conventions:

angle brackets (< >) Indicate that you choose the text to enter based on the

description inside the brackets. Do not type the brackets when entering the command.

Example: If the command syntax is

ping <ip_address> ping 192.32.10.12

, you enter

bold Courier text

Indicates command names and options and text that you need to enter.

Example: Use the Example: Enter

dinfo

command.

show ip {alerts|routes}.

braces ({}) Indicate required elements in syntax descriptions where

there is more than one option. You must choose only one of the options. Do not type the braces when entering the command.

Example: If the command syntax is

show ip {alerts|routes} show ip alerts

show ip routes

, you must enter either

, but not both.

brackets ([ ]) Indicate optional elements in syntax descriptions. Do

not type the brackets when entering the command. Example: If the command syntax is

show ip interfaces [-alerts]

show ip interfaces

either

show ip interfaces -alerts

Attendant Console User Guide

, you can enter

8 Acronyms

ellipsis points (. . . ) Indicate that you repeat the last element of the

command as needed. Example: If the command syntax is

ethernet/2/1 [<parameter> <value>]...

you enter

ethernet/2/1

and as many

parameter-value pairs as needed.

italic text Indicates file and directory names, new terms, book

titles, Web addresses, and variables in command syntax descriptions. Where a variable is two or more words, the words are connected by an underscore.

Example: If the command syntax is

show at <valid_route>, valid_route

is one

variable and you substitute one value for it.

Acronyms

plain Courier text

Indicates command syntax and system output, for example, prompts and system messages.

Example:

Set Trap Monitor Filters

separator ( > ) Shows menu paths.

Example: Protocols > IP identifies the IP option on the Protocols menu.

vertical line (

| ) Separates choices for command keywords and

arguments. Enter only one of the choices. Do not type the vertical line when entering the command.

Example: If the command syntax is

show ip {alerts|routes} show ip alerts or show ip routes

both.

This guide uses the following acronyms (TBD):

AUI attachment unit interface

BootP Bootstrap Protocol

, you enter either

, but not

P0936571 02

BRI basic rate interface

CSMA/CD carrier sense multiple access/collision detection

Acronyms 9

DLCMI Data Link Control Management Interface

HDLC High-level Data Link Control

IP Internet Protocol

ISDN Integrated Services Digital Network

ISO International Organization for Standardization

ITU-T International Telecommunication

Union-Telecommunication Standardization Sector (formerly CCITT)

MAC media access control

MAU media access unit

MDI-X medium dependent interface crossover

NBMA nonbroadcast multi-access

OSPF Open Shortest Path First

PPP Point-to-Point Protocol

SMDS Switched Multimegabit Data Service

SNMP Simple Network Management Protocol

STP shielded twisted pair

TPE twisted pair Ethernet

Attendant Console User Guide

10 Acronyms

P0936571 02

Chapter 1 Introduction to Attendant Console

Business Communications Manager Attendant Console is an application that provides centralized call management and call activity reporting capability to a business. Attendant Console runs on one or more Pentium

You can customize the way Attendant Console is set up to suit your company’s call management requirements. A telephone attendant uses a graphical user interface to:

• originate calls

• answer and manage multiple calls

• view a company’s name before answering a call

• record, add and change caller information for future use

• quickly access information about a caller

• transfer calls to employees or their voice message mailbox

• send the caller’s name to the employee’s telephone display

• park calls and page employees

• view information in a Directory about your company’s employees such as their extension number, person status and telephone status

• create and print reports showing how incoming calls are handled

• view the status of extensions in the company’s Attendant Console system

class personal computers (PCs).

Components of the Attendant Console

Attendant Console is a client/Business Communications Manager base unit software application that consists of three interrelated components:

• Server component

• Client component

• Reports component

Server component

The Server component communicates with your Business Communications Manager base unit initiating telephone functions such as transferring calls, placing calls on hold and parking calls.

The Server component communicates with one or more Client components. A Client component is on a PC connected via a Local Area Network (LAN).

The Server component receives:

• notification of incoming calls

• information about telephones attached to the Business Communications Manager base unit

Attendant Console User Guide

The Server component collects and manages call-processing information in a database that can be used for reporting purposes.

Client component

The Client 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). The Directory can be searched from the Attendant window.

Attendant PCs can be either main, assistant, overflow or backup. For more information, refer to

“Types of attendant setups” on page 17. Incoming calls can be transferred to an extension, a voice

message mailbox or an external number.

You can set up more than one attendant 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.

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 PC with a Client component and view the report in the Reports window or print it on an attached printer.

Attendant Console features

There are many features and benefits associated with Attendant Console.

PC compatibility

Attendant Console combines telecommunications with personal computing to make the attendant’s job easier, faster and more efficient (see Tabl e 1).

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Table 1 Attendant Console-PC compatibility.

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 base unit.

Multi-tasking Attendant Console works in a multi-tasking environment. You

can use your PC for other tasks such as word processing in addition to attending to calls. You can quickly switch from PC tasks to the Attendant window if there is an incoming call.

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 you with 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 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

Tabl e 2lists some of Attendant Console’s advanced software capabilities:

Attendant Console User Guide

Table 2

Visual call announcing and control

Backup attendant Incoming calls can be quickly and easily transferred to a backup

Overflow attendant Overflow calls are transferred to an overflow attendant.

Reports You can generate reports that contain information such as the

Ability to handle growth A one-time purchase of Attendant Console is often all that is

Attendant Console’s advanced software capabilities

When a telephone is busy with a call, an attendant can send caller 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.

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.

Consequently, calls are not lost during busy periods.

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.

needed. If you want to add more attendant positions as the company grows, Attendant Console is easily expandable.

Attendant types

You must set up each PC to handle calls either as a main attendant, overflow attendant, backup attendant or assistant attendant. Each attendant type gives you flexibility in responding to calls. This ensures that calls can be handled in a professional and prompt manner. For detailed information about attendant setups, refer to “Types of attendant setups” on page17 .

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Chapter 2 Getting started

The installer or System Administrator must set up and check the system before you can use the Attendant Console components. First, make sure you know how to start and quit Attendant Console on your PC. For information on starting the components for the first time, refer to

“Initializing and configuring the Client component” on page 16. For information about changing

the Attendant Console window settings refer to “Initializing and configuring the Client

component” on page 16.

Starting the Client component

To start the Client component and open the Attendant Console window:

1 On the Attendant PC, click Start and point to Programs, point to Nortel Networks, point to

Attendant Console and then click Attendant. The 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.

Minimizing and maximizing the Attendant Console window

You can minimize and maximize the Attendant Console window depending on your needs.

To minimize the Attendant Console window:

1 In the title bar click Minimize .

The Attendant Console window minimizes.

To maximize the Attendant Console window:

1 On the taskbar, click the Attendant Console taskbar button.

The Attendant Console window returns to full screen size.

Quitting the Client component

To quit the Client component:

1 On the File menu click Exit

or on the title bar click the Close box. A message appears asking if you want to quit Attendant Console.

2 Click the Ye s button.

Attendant Console User Guide

You can also shut down the Client component from the Windows taskbar by right-clicking the Attendant Console taskbar button and clicking the Close button.

Initializing and configuring the Client component

You must set up each PC that has the Client component installed to handle calls either as a full-time main attendant, part-time main attendant, backup attendant, overflow attendant or assistant attendant.

Starting the Client component for the first time

To start and set up the Client component:

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.

2 In the Attendant Extension box type the extension number of the attendant.

3 If the network has more than one Attendant Console Server running, you must enter the Server

ID for the Business Communications Manager base unit you want to use in the Server ID box. The Server ID refers to the Windows TCP/IP host name of the Server PC. If you do not know the Server ID, ask your System Administrator.

4 Click the OK button.

The Tip of the Day dialog box appears over the Attendant Console window.

5 Click the Close button to see the Attendant Console window (see Figure 1).

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Figure 1 Attendant Console window

When the setup is complete, the Directory list displays the Business Communications Manager extensions connected to the Business Communications Manager base unit.

Types of attendant setups

You must set up each PC that has the Client component installed to handle calls either as a main attendant, overflow attendant, backup attendant or assistant attendant.

Full-time main attendant setup

The full-time main attendant setup is intended for a telephone operator that has the Attendant window always visible on their PC. There can be more than one full-time attendant.

Every Client component must have the Server ID and Attendant extension options set for the Client component to function. The Server ID indicates to the Client component where the Server component is located. The Attendant extension setting indicates to the Client component which telephone belongs to the attendant.

The Client component displays the incoming calls to the attendant’s telephone as a yellow Ringing Loop button on the Attendant window. If the attendant’s telephone is programmed to receive all the incoming calls for the company, (that is, as a main attendant), Attendant Console displays the calls.

Before the attendant 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 system and must be the telephone at the attendant’s desk.

Attendant Console User Guide

To set or change the attendant’s extension number:

1 On the Too ls menu click Options.

The Options dialog box appears with the Options tab open.

2 In the Attendant option, in the My Extension box, type the extension number of the

attendant’s telephone.

3 Click the OK button.

Part-time main attendant setup

The part-time main attendant can answer incoming calls and performs tasks on the PC such as word processing.

The difference between the full-time main attendant setup and the part-time main attendant setup is that the part-time setup has additional attendant options selected that allow notification of incoming calls when the attendant component is minimized. Refer to “

setup” on page17 and “Setting up other attendant features” on pag e20.

Full-time main attendant

Backup attendant setup

A backup attendant is an attendant position that receives calls that are redirected from another attendant position. The backup attendant can at the same time operate as a main attendant, assistant attendant, or any combination of the attendant types.

You must set up Each Attendant PC that is set up to receive incoming calls to redirect the calls to the backup Attendant PC.

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 activate the backup attendant position by clicking the Out button on the Attendant window. The Out button diverts calls to the backup attendant. After they click the Out button, the attendant can complete the calls currently in progress on the Attendant window. New calls appear on the absent main attendant’s PC and the backup attendant’s PC. Although the main attendant is out, the Client component can still process calls, if required.

To set up the backup attendant:

1 On the Too ls menu click Options.

The Options dialog box appears with the Options tab open.

2 In the Redirect calls to option in the Extension box, type the backup attendant’s extension

number.

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3 Click the OK button.

The main attendant can redirect their calls to the backup attendant by clicking the Out button. The main attendant can click the In button to resume receiving calls at their PC.

Overflow attendant setup

An overflow attendant receives calls that are redirected from another attendant position where there are more incoming calls than Loop buttons. For example, if a main attendant is already handling six incoming calls, the next call is redirected to the overflow attendant until one of the main attendant’s six Loop buttons is available.

The overflow attendant can also operate as a main attendant, an assistant attendant or any combination of the attendant types.

After you set up an Attendant PC as the overflow, each Attendant PC that is set up to receive incoming calls must be set up to redirect calls to the overflow Attendant PC whenever overflow conditions exist. You must activate the overflow feature at each Attendant PC.

Note: The system can redirect calls to another Attendant Console attendant or any extension number.

If all the Loop buttons are in use, the Loop overflow icon appears in the Attendant Status Bar and the overflow call goes to the specified extension. For more information on the Loop overflow icon, see “Status Bar” on page 25.

To set the overflow extension:

1 On the Too ls menu, click Options.

The Options dialog box appears with the Options tab open.

2 In the Redirect calls to option, in the Extension box, type the overflow attendant’s extension

number.

3 Select Call overflow occurs to redirect calls when all of the main attendant’s Loop buttons are

busy with calls.

4 Click the OK button.

Assistant attendant setup

An assistant attendant provides call coverage for one or more extensions in the system. You can set up an assistant attendant to monitor incoming calls to specific extensions. Set up an assistant attendant if an employee wants an assistant attendant, such as an administrative assistant, to answer the employees’ calls.

To set up an assistant attendant:

Attendant Console User Guide

1 On the Too ls menu, click Options.

The Options dialog box appears with the Options tab open.

2 In the My extension box, type the assistant attendant’s extension.

3 Click the OK button.

To add or remove an assistant attendant’s assigned extensions:

1 On the Too ls menu, click Options.

The Options dialog box appears with the Options tab open.

2 Click the Assigned tab.

To add an extension, click the extension you want in the All extensions box and click 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

To view an assistant attendant’s assigned extensions:

1 On the Too ls menu, click Options.

The Options dialog box appears with the Options tab open.

2 Click the Assigned tab.

3 After you view the extensions, click the OK button.

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 minimized and works on other tasks, they are notified of incoming calls with a Call Notification dialog box. The attendant can answer the call by clicking the Ta ke button or they can ignore the call and let another attendant answer it.

• If the Attendant Console window is not minimized, the attendant is notified of an incoming call by a Ringing Loop button.

To activate call notification:

1 On the Too ls menu click Options.

The Options dialog box appears.

2 In the Pop “Call Notification” dialog box when list, select either check box:

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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 is minimized.

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.

Restoring the Attendant Console window

Part-time attendants can have the Attendant Console window minimized 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 Too ls menu click Options.

The Options dialog box appears with the Options tab open.

2 In the Restore minimized Attendant screen when option, click the Call Answered on

Attendant extension check box.

3 Click the OK button.

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 selected extensions in the Directory list of the Attendant Console window:

1 On the Too ls menu click Options.

The Options dialog box appears with the Options tab open.

2 Click the Selected tab.

3 To add an extension, click the extension you want in the All extensions list and click

copy it to the Selected extensions list.

Attendant Console User Guide

To remove an extension from the Selected extensions list, click the extension number in the

Selected extensions list and click

4 Click the OK button.

Disabling Transfer options

If your Business Communications Manager base unit is not connected to a Centrex switch or is not connected to Business Communications Manager Voice Messaging, you can disable the Link Transfer or VM Transfer buttons on the Attendant Console window.

To disable the Transfer Options:

1 On the Too ls menu click Options.

The Options dialog box appears with the Options tab open. The Transfer Options are in the bottom right of the dialog box.

2 Select the Disable VM Transfer check box to disable the VM Transfer button

or select the Disable Link Transfer check box to 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.

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Chapter 3 Using the Attendant Console window

This section explains how to use the components of the Attendant Console window.

Components of the Attendant Console window

The Attendant Console window components are shown in Figure 2:

Figure 2 Attendant Console window components

title bar

menu bar

Loop buttons

toolbar

Caller Information

Call processing area

Status bar

Directory options

Directory list

Attendant Console User Guide

Title bar

The title bar is at the top of the Attendant Console window. At the top right side are the Windows standard Minimize, Maximize and Close buttons.

Menu bar

The menu bar is under the title bar and contains the File, Edit, View, Tools, Transfer, Caller, Target, Attendant and Help menus. Use these menus to access Attendant functions.

Toolbar

The toolbar is below the menu bar and contains several buttons that provide quick and easy access to some Attendant Console functions.

Loop buttons

The Loop buttons on the left of the Attendant Console window are labeled F1 to F6. You use the Loop buttons to answer calls. Each Loop button can handle a single call. The Loop buttons have colors and words that represent call activities. For example, a yellow Loop button with the word Ringing represents an incoming call at the attendant’s extension. For information on how to hide or display the Loop buttons, except for those that indicate call activity, refer to “View menu” on

page 26.

Caller Information options

The Caller Information options area is in the top center of the Attendant Console window and displays information about the caller that is stored in the Business Communications Manager base unit database.

Call processing area

Use the Target list box and the Call Processing buttons at the top right of the Attendant Console window to make and transfer calls.

Directory list

The Directory list is at the bottom of the Attendant Console window and contains the components shown in Tab le 3.

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Table 3 Directory options

Directory list displays the Name, Extension, Notes and Department of

extensions. From the directory list you can select a name and number to appear in the Target list box. The Directory list also shows the telephone status icon and the person status icon for extensions.

Note and Status list boxes let you change the status of the employee and include a note for

Find and Department boxes Show All and Edit buttons

an extension.

search for extensions and edit employee information and extension records.

Status Bar

To display the Status Bar:

1 Click View and then click Status Bar.

The Status Bar contains the components shown in Ta bl e 4 .

Table 4 Status bar components

Displays the functions of the toolbar button when you point to it.

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.

Using the menu bar

The menu bar contains the menus on the Attendant Console window. Help tips appear in the Status bar at the bottom of the Attendant Console window if you move the mouse pointer over the commands in the menu.

File menu

The File menu contains:

Exit closes the Client component.

Attendant Console User Guide

Edit menu

The Edit menu contains:

Cut cuts selected text and moves it to the Clipboard.

Copy copies a selection of text and moves it to the Clipboard.

Paste inserts the Clipboard contents at the insertion point.

Dial Paste dials the number in the Clipboard. The number can include

special characters such as hyphen, parenthesis, space or period.

Note: The Clipboard contents are added to any characters already in the Target list box. This 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 Information opens the Edit Caller Information dialog box. The Edit button in

the Caller Information list performs the same function. Refer to

“The Edit Caller Information dialog box” on page 34 and “Maintaining caller information” on page 59.

Employee Information opens the Edit Employee Information dialog box. The Edit button

in the Directory list performs the same function. Refer to “The

Edit Employee Information dialog box” on page 38 and “Maintaining employee information” on page 62.

View menu

The View menu contains:

Toolbar shows or hides the toolbar.

Status Bar shows or hides the Status Bar.

Hide Loop Buttons shows or hides the inactive Loop buttons. When selected, only

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the active Loop buttons appear on the Attendant window.

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