Return to Menu Part No.
Copyright © 2001 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.
Contents Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Text conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Acronyms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Chapter 1 Introduction to Attendant Console. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Contents Edit menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 View menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 Tools menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 Transfer menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 Caller menu . . . . . . . . . . . . .
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 . . . . . . . . . . . . . . . . . . .
Contents P0936571 02
Book.book Page 7 Wednesday, July 4, 2001 10:01 AM 7 Preface Business Communications Manager Attendant Console provides a graphical interface on your Windows-based PC for managing calls in a call center or office. Text conventions 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.
Book.book Page 8 Wednesday, July 4, 2001 10:01 AM 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 [ ]... , 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.
Book.
Book.
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® class personal computers (PCs). You can customize the way Attendant Console is set up to suit your company’s call management requirements.
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).
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.
Table 2 Attendant Console’s advanced software capabilities Visual call announcing and control 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. Backup attendant Incoming calls can be quickly and easily transferred to a backup attendant at a different location than the main attendant.
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.
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.
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.
To set or change the attendant’s extension number: 1 On the Tools menu click Options. The Options dialog box appears with the Options tab open. 2 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.
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.
1 On the Tools menu, click Options. The Options dialog box appears with the Options tab open. 2 In the My extension box, type the assistant attendant’s extension. 3 Click the OK button. To add or remove an assistant attendant’s assigned extensions: 1 On the Tools menu, click Options. The Options dialog box appears with the Options tab open. 2 Click the Assigned tab.
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.
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 Tools menu click Options.
Chapter 3 Using the Attendant Console window This section explains how to use the components of the Attendant Console window.
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.
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 an extension.
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.
Tools menu The Tools menu contains: Reports starts the Reports component. Attendant Monitor opens the Attendant Monitor dialog box that displays diagnostic information sent by the Client component and received back from the Server component. The Attendant Monitor helps in troubleshooting. Log to File writes Client component activity and Server messaging to a log file. This is used for troubleshooting.
3rd Contact transfers the active call to the caller’s third contact. 3rd Contact is enabled if there is an active call and a contact in the third box of the Contacts list. Transfer to Target transfers the active call to the extension in the Target list box. The Transfer button performs the same function. Screen Transfer screens a call transfer of an active call to the extension number in the Target list box. The caller is put on hold when you click Screen Transfer.
Target menu The Target menu contains: Call initiates a call from the attendant extension to the number in the Target list box. The Call button performs the same function. Voice Call places a voice call from the Attendant to the extension in the Target list box. For more information, refer to “Contacting employees using Voice Call” on page 51. Dial DTMF Tones dials DTMF-tone digits to the external number in the Target list box.
The Help menu contains: Tip of the Day shows or hides the Tip of the Day dialog box when Attendant starts. Attendant Help displays Help files. About Attendant displays program information, revision number, copyright information, and system information. Using keyboard shortcuts You can use the keyboard to do many tasks quickly in Attendant Console. There are three kinds of keyboard shortcuts. The first two are standard to Windows. The third shortcut is unique to Attendant Console.
Table 5 Edit Menu shortcut keys Cut Ctrl+X Copy Ctrl+C Paste Ctrl+V Dial Paste Ctrl+D Transfer Paste Ctrl+T Table 6 Transfer Menu shortcut keys: 1st Contact F9 2nd Contact F10 3rd Contact F11 Transfer to Target Num Pad+ Screen Transfer Ctrl Num Pad+ Table 7 Caller Menu shortcut keys Answer Next Esc Hold Ctrl+H Release F12 Shortcuts initiated by pressing the Alt key and another key You can access Call handling functions directly from the Attendant window by pressing the Alt key
Figure 3 Right-click capability 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 Click the View menu and then click Toolbar. The toolbar is displayed across the top of the Attendant window below the menu bar. The toolbar buttons are: Use the In and Out buttons to indicate whether or not you can take calls.
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 52. Use the View Parked button 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 base unit. Refer to “Parking calls and paging employees” on page48 .
Caller Information options include: • • Name, Caller Type list boxes (Unclassified, Personal, Employee, Vendor, or Customer), Company and Note boxes Contacts boxes that display the three numbers the caller most frequently calls in your company The following buttons appear in the Caller Information options: opens the Edit Caller Information dialog box. Refer to “Maintaining caller information” on page 59. places the active call on Hold. disconnects the active call.
1 Below the Caller Information options, click the Edit button. The Edit Caller Information dialog box appears. The Edit Caller Information dialog box contains the following boxes: Name 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.
opens the Find dialog box in the Edit Caller Information dialog box. creates a blank caller record that you can add information to. creates a new name caller record using an existing caller record. All boxes except the Name box contain the existing caller information. You must enter a new name. deletes caller record displayed in the Edit Caller Information dialog box from the database.
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. makes a call from the attendant’s extension to the number in the Target list box. transfers the active call to the voice message mailbox of the extension in the Target list box so the caller can leave a message.
finds names of individual employees or groups of 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 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.
The Edit Employee Information dialog box contains the following boxes that you can edit, unless indicated otherwise: Name contains the employee’s name or the extension number if a name is not entered. Type contains the classification of the employee record. “Employee” is the default. Department contains the employee’s department name. Phone contains the employee’s telephone number.You cannot edit this box. City contains the employee’s city.
Directory list Directory list tab views There are four Directory list views that are accessed by clicking tabs. They are:. Full displays extensions connected to the Business Communications Manager base unit, including wireless Companion telephones, Business Communications Manager Voice Messaging extensions and Hunt group extensions. This view displays the maximum amount of extension and employee information allowed in the Directory list.
telephone status This is the second column from the left in the Directory list views and does not icon have a column heading. The telephone icons show the current status of the telephones connected to the Business Communications Manager base unit. They also show additional information such as whether the extension is ready to receive calls or is on Do Not Disturb (DND).
P0936571 02
Chapter 4 Handling 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 PC. The basic steps in processing an incoming call with Attendant Console include: • • • answering a call. Refer to “Answering calls as an attendant” on pag e43. finding the called person’s extension and placing it in the Target list box.
• the function key name above the Loop button, (F1 in the example) shows the key on the PC keyboard that relates to the ringing Loop button. • • the timer above the Loop button shows in minutes and seconds how long the call is active. 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.
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. Finding the called person’s extension and placing it in the Target list box After you answer a call, find and click the called extension to put it in the Target list box.
Using the Directory tab views The tab views in the Directory dialog box show information about extensions. To search by extension or name: 1 Click the Full, BLF, Assigned or Selected tab. 2 Click the extension, the name or the department of the employee being called in the list. The name or extension number appears in the Target list box. 3 Click the Transfer button. Using the Directory Find box Use the Directory Find box to search by name.
Using the Department list box You can search for a name by department from the Full tab using the Department list box. To search by department: 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 and 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.
To transfer using the Target list box: 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: Double-click the telephone status icon or the name of the person to whom you are transferring the call. The call transfers.
To park a call and page an employee: 1 In the Target list box type the extension of the called person. If there is no active call and you want to page an employee, type or select the extension of the person being paged in the Target list box. 2 Click the Park/Page button. The Page dialog box appears. The Page dialog box shows all parked calls and all page zones so that you can page the called person. .
3 Click the Retrieve button. or 1 On the toolbar, click . The Parked Calls dialog box appears. 2 Select the parked call. 3 Click the Retrieve button. To view parked calls: 1 On the Caller menu, click View Parked Calls. The Parked Calls dialog box appears, displaying: • • • 2 the park number of the call the caller’s name (from the Name box of the Caller Information list box) the name or extension of the called employee Click the Close button. The Parked Calls dialog box closes.
To place a call on Hold at an active extension: 1 With an active call on the Loop button and the employee’s extension in the Target list box, click the Camp On button. When the active call is camped on the Target list box extension (placed on hold at the Target extension), the Loop button becomes idle. 2 The camped call sends a message with tones to the employee either on or off the telephone, indicating a call is camped on their extension.
To use the Voice Call button: 1 In the Target list box type or enter the extension of the employee. 2 On the toolbar, click 3 Speak to the employee through the speaker in their telephone. . Linking and Joining calls Using Attendant Console, you can create conference calls linking or joining calls. Use the DTMF button to transfer or link calls on Centrex lines. To use the DTMF button with an active incoming call on a Loop button: 1 On the toolbar click .
4 When the conference call is finished, click the Release button to disconnect from the call. Note: To disable the Link Transfer button, on the Tools menu click Options. The Options dialog box appears. Select Disable Link Transfer Option.
• IntAct. You tell the caller that the person they called is on the line and ask if they wish to interrupt the call. Either Hold, Assistant or IntAct is displayed below the Callback button. To respond to a Callback call that a called person 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. To process a Hold call: 1 Advise the caller that the employee requests that they hold.
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.
• • send a call back to the attendant to ask the caller if they wish to interrupt the current call send a call back to the attendant who then routes it to an assistant attendant Note: Press the Next display button to see more than the first two options that appear. To talk 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.
2 The attendant refers to the Assistant extension box in the Edit Employee Information dialog box and enters the Assistant extension number in the Target list box. 3 The attendant transfers the call to the Assistant extension.
P0936571 02
Chapter 5 Maintaining caller and employee information Attendant Console manages both 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 may be in the database. Alternatively, the caller and the company may be new.
2 In the Caller Information list box click Edit. The Edit Caller Information dialog box appears. 3 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. 4 In the Name list box, type the caller’s name in the format of last name first, space, then first name. 5 From the Caller Type list box, select a Caller Type, either Unclassified, Personal, Employee, Vendor or Customer.
2 Click the New Caller button. This clears only the Name box in the Edit Caller Information dialog box. The other boxes do not change. 3 In the Name list box type the new caller’s name. 4 Click the Save button when you are done to save the record. To create a new caller record when there are no active calls: 1 On the Attendant Console window, in the Caller Information options, click the Edit button. The Edit Caller Information dialog box appears. 2 Click the New Caller button.
2 Click the Find button. The Find dialog box appears. Use the Find dialog box to find a caller’s name in the database. 3 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. 4 Click the OK button or press the Enter key. The Find dialog box closes. 5 Any matching names appear in the Name list box of the Edit Caller Information dialog box.
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.
3 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. 4 Click the OK button or press the Enter key. The Find dialog box closes. Any matching names appear in the Name box of the Edit Employee Information dialog box.
2 Click the Show All button to return to the Directory view after you perform a search. Editing employee information You can edit employee information by adding or changing an extension, changing the person 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.
To assign the name of an employee to a caller record: 1 In the Directory list, select the employee's extension or type the employee’s extension number in the Target list box. 2 Click the Make Caller button. The name of the employee is assigned to the caller record and is not saved as a customer record. 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.
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. To close the Edit Employee Information dialog box without saving changes: 1 Click the Close button. The Edit Employee Information dialog box closes.
P0936571 02
Chapter 6 Generating 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: • • • • increase sales opportunities improve productivity reduce expenses streamline operations For example, the Calls by Customer report shows how callers from your company’s top customers are handled.
Extension Directory report The Extension Directory report lists the employees in the Attendant Console database and the information in their call record. Using the Reports window To open the Reports window: 1 On the Attendant window click Tools and then click Reports. The Reports window opens. The Reports window contains the Database, Information, Period, Employees and Customers list boxes and a report viewing area. The Reports window menus are File, Edit, View and Help.
Period list box The Period list box is available if: • you select a valid database and • you select a report type that requires you to define a report period. opens the One Week dialog box. This dialog box lets you specify a report period with a duration of one week (Sunday through Saturday). opens the One Month dialog box. This dialog box lets you select a one-month report period. shows the date of the beginning of the report period.
generates a report that includes data for the members in the list box. If you click the Select option, the button under the selection list box, either Customer or Employee, is available so you can make your selection. list box 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.
• • • 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.
1 In the From box type the date. The following are acceptable date formats: • • June 5, 1997 6/5/1997 2 Press the Enter key. 3 In the To box type the date. 4 Press the Enter key. Note: An error message appears if you type a date in an unrecognized format or if you type a date that does not exist. To select a report of one week: 1 Click the One Week button. The One Week dialog box appears. 2 In the month list box, choose the month that the desired week starts or ends.
Clearing a date You can clear a date by deleting the contents of the box. A cleared box does not count as a date, and does not restrict the range of the other date. 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. 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.
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.
3 Click the OK button and the report prints or click the Cancel button to cancel printing the report. Note: If you change a report parameter in one of the report controls, the Create Report button is available and the Print button is unavailable. Do not change any report parameters before you print the report. If you change a report parameter, you must regenerate the report before you can print it.
P0936571 02
Glossary Assistant attendant The assistant attendant is the telephone attendant who provides call coverage for specific employees. Backup attendant The backup attendant receives calls when the main attendant is not available. The main attendant uses the Out button on the Attendant main window to direct calls to the backup attendant. BLF (Busy Lamp Field) Busy Lamp Field is one of the Directory list tab views. It displays the phone status and extensions of employees. CF Call Forward.
Glossary Hookflash The signal that occurs when a telephone goes on-hook followed by off-hook. 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. ID Identification. Internal call An internal call is a call, such as a call from another employee’s extension, that originates from your company’s Business Communications Manager base unit. LAN Local area network.
Glossary 81 VM Voice mail or voice message mailbox.
Glossary P0936571 02
Index Numbers 1st Contact, 27 2nd Contact, 27 Business Communications Manager Attendant Console Help 30 Business Communications Manager Attendant Console window 16 3rd Contact, 28 A About Business Communications Manager Attendant Console 30 acronyms 8 Active Call 33 Adding notes to employee records 66 All extensions 20 All extensions box 21 Answer next 28 Answering calls as an attendant 43 Assigned extension rings 21 Assigned tab Directory list 20 Assigned tab view 40 Assistant attendant 19, 79 Assis
Index Name box 39 New Caller button 36 New Name butto n36 Record number 35 Save button 35 Close button 39 Company box 35 ConsoleServiceDB 73 Contacting employees using Voice Call 51 Contacts boxes 35, 45 using 45 conventions, text 7 Copy 26 Creating a new caller record 59 Cut 26 Edit Employee Information dialog box Assistant Extension box 39 Contacts box 39 Department box 39 Voice Message box 39 Edit menu 26 Employee Information 26 D Exit 25 Department box 39, 47 using 47 Extension creating an new
Index I Options 27 In and Out buttons 32 Options dialog box 16, 18 Selected tab 21 Introduction to Business Communications Manager Attendant Console 11 85 Orange Loop button 33 Out button 18 J Overflow attendant 14, 19 Join button 33 P L Page button 37 LAN 80 Link 29 Link button 32 Link Transfer button 22 Linking and Joining calls 52 Log to File 27 Loop button 17, 19, 20, 33, 44 Loop buttons 24 Loop Overflow icon 19, 25, 43 M Main attendant, full-time 17 Maintaining caller information 59 Main
Index Ringing Assigned Extension 33 Transfer menu 27 Transfer Options 22 S Transfer Paste 26 Save button 39 Transfer to Target 28 Screen Transfer 28 Transfer to VMail 28 Screening calls 51 Type box 39 Search by department 64 Types of attendant setups 17 Search for an individual 64 Selected extensions box 21 Selected tab Directory list 21 Options dialog box 21 Selected tab view 40 Shared system 80 Standalone model 80 Starting the Client component 15 State/Province box 39 Status Bar 25, 26 St
