Nortel Bcm 2 0 Attendant Console Instructions Manual

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To transfer a call to an outside number:
1. With an active incoming call on Enterprise Edge Attendant Console, in the 
Ta r g e t list box type an outside telephone number.
2. Click the Link Transfer button.
The Loop button label shows Active, and the number in the Target list box is 
tone dialed.
3. Click the Release button and the incoming call transfers to the outside 
telephone number.
The Attendant disconnects from...

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.
3. Click a call in the Parked calls list and then click the appropriate zone in the 
Page zones list.
4. Click the Page button.
The Console Message box appears and the speakers on the telephones in the 
selected zone emit a low-level tone.
5. Speak into the headset or handset, depending on your setup. When you are 
finished, click the OK button. 

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To retrieve a parked call:
1. On the Caller menu, click View Parked Calls.
The Parked Calls dialog box appears.
2. Select the parked call.
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 and lists all parked...

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Placing and retrieving calls on hold
Calls can be placed on Hold and retrieved quickly.
To put an incoming call on hold:
1. Click the Ringing Loop button.
2. Click the Hold button or click another Ringing Loop button.
The previous call is put on hold.
When the active call is placed on hold, the Loop button displays the words On 
Hold and the Loop button color changes to blue.
To place a call on Hold at an active...

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Screening calls
You can screen calls by asking an employee whether they want to talk to the caller.
To screen and transfer a call:
1. Click the Screen button.
The active call goes on hold. The Loop button changes color to blue. The 
extension rings and the Screen Transfer dialog box appears.
2. Ask the person being called if they can take the call. If the answer is yes click 
the Transfer Now button and the call...

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Linking and Joining calls
Using Enterprise Edge 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  .
The active incoming call is placed on hold. 
2. In the Target list box type an outside telephone number.
3. On the toolbar click  .
The...

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Handling a callback call
There are two types of calls that return to Enterprise Edge Attendant Console:
• an unanswered transfer call
• a call that the called person returns to you for attendant handling
Responding to a callback that an extension did not answer
A callback can be a call that is sent to an extension, or a call that is not answered 
and returns to you.
The callback is indicated by:
The Callback button...

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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.
2. In the Target list box enter the employee’s extension.
3. Click the Camp On button.
The call is camped to...

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Making a call from the attendant’s extension
As the attendant, you can call any extension in the company and any outside 
number. The telephone number you type in the Target list box ignores special 
characters such as hyphens, parentheses, blank spaces and commas. However, to 
reach special services such as Interactive Voice Response systems (IVR) you can 
type special characters (*, #, P, and W) in the Target list box...

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Handling calls at an employee’s telephone
Enterprise Edge Attendant Console has features that let employees handle calls at 
their telephones.
After a call routes to an extension, a low-level tone alerts the called person they 
have an incoming call, even if they are on their telephone. The name of the caller 
appears in the display of the called party’s telephone for a few seconds.
If the called person is using an...