Nortel Bcm 2 0 Attendant Console Instructions Manual

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To change the person status of an extension:
1. In any of the Directory views (Full, BLF, Assigned or Selected), click the 
extension.
2. From the Status list box select None, Not at desk or Out of office.
The status you choose appears beside the name.
There is no icon for None. Instead, a blank space appears next to the person’s 
telephone status if you select it. If you select Out of...

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Enterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02Adding 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. The note appears in the Notes column under Directory in the 
Attendant window.
To select from the list of notes:
1. Click an extension number in the Full, Assigned or Selected Directory views.
2. From the Note list box, click the applicable note.
The note...

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To save employee edit changes:
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...

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Enterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02 

P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User Guide
Generating reports
Enterprise Edge 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
• lower expenses
• streamline operations
For example, the Calls by Customer report shows how callers from...

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Extension Directory report
The Extension Directory report lists the employees in the Enterprise Edge 
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...

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Period list box
Note: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...

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Enterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02
Employees and Customers options
Use these options to define customers or employees to generate a report for.
The Employees and Customer options contain:
Note:These options are available only if you select a valid database, a report 
period, and a report type that uses the category Employees or Customers.
Customers and Employees Selection dialog box
From the Customer and Employee Selection dialog boxes, you can...

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Creating and viewing reports
Use the Reports component to generate reports for analyzing telephone use in your 
company. This section describes the steps required to generate reports:
• select a database
• select a report type 
• select a report period
• select employees and customers
• create and preview the report
• print the report
Loading the database
Enterprise Edge Attendant Console stores information about...

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Selecting a report type
After you load a database, select the type of report.
To select a report type:
1. From the Report Type list box select your report.
Setting the report period
Some reports require a report period. The report period defines the time span for 
which data is considered. If you choose a report type that does not require a report 
period, the Period list box is unavailable. The report period begins...