Nortel Bcm 2 0 Attendant Console Instructions Manual

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© 2000 Nortel Networks
P0911960 Issue 02
Enterprise Edge 2.0 Attendant Console
User Guide 
						

							P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User Guide
Contents
Chapter 1 Introduction to Enterprise Edge Attendant Console 7
About this guide 8
Conventions 8
Console Attendant window terms 8
Using keyboard shortcuts 8
Using right-click capability 10
References 10
Chapter 2 Understanding Enterprise Edge Attendant Console 11
Server component 11
Client component 11
Reports component 12
Enterprise Edge Attendant Console features 12
Easy to use, time saving Graphical User Interface (GUI) 12
Advanced software capabilities 12
PC compatibility 13
Attendant types 13
Chapter 3 Getting started 15
Starting the Client component 15
Minimizing and maximizing the Attendant Console window 15
Quitting the Client component 16
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 21
Chapter 4 Using the Attendant Console window 25
Components of the Attendant Console window 25
Title bar 25
Menu bar 25
Toolbar 26
Loop buttons 26
Caller Information options 26
Call processing area 26
Directory list 27
Status Bar 27
Using the menu bar 28
File menu 28
Edit menu 28 
						

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Enterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02
View menu 29
Tools menu 29
Transfer menu 30
Caller menu 31
Target menu 32
Attendant menu 32
Help menu 33
Using the toolbar 33
Using Caller Information options 35
Using the call processing area 37
Using the Directory options 38
Search and edit functions in the Directory options 38
Directory list 41
Chapter 5 Handling calls 45
Answering calls as an attendant 45
Finding the called person’s extension and placing it in the Target list 
box 47
Using the Contacts boxes 47
Using the Directory tab views 48
Using the Directory Find box 48
Using the Department list box 49
Transferring a call 49
Parking, holding and screening calls 51
Parking calls and paging employees 51
Placing and retrieving calls on hold 54
Screening calls 55
Contacting employees using Voice Call 55
Linking and Joining calls 56
Handling a callback call 57
Responding to a callback that an extension did not answer 57
Responding to a callback that a called party returned 57
Making a call from the attendant’s extension 59
Handling calls at an employee’s telephone 60
Chapter 6 Maintaining caller and employee information 63
Maintaining caller information 63
Creating a new caller record 63
Finding and editing caller information 66
Maintaining employee information 67
Using the Directory list 68
Finding an employee record 68
Editing employee information 70 
						

							Contents  5
P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User Guide
Chapter 7 Generating reports 75
Report types 75
Calls by Customers report 75
Calls to Employees report 75
Extension Directory report 76
Using the Reports window 76
Database box 76
Information list box 76
Period list box 77
Employees and Customers options 78
Creating and viewing reports 79
Loading the database 79
Selecting a report type 80
Setting the report period 80
Selecting employees and customers for the report 82
Create Report button 83
Viewing the report 83
Printing a report 84
Glossary 85
Index 89 
						

							6  Contents
Enterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02 
						

							P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User Guide
Introduction to Enterprise Edge Attendant 
Console
Enterprise Edge Attendant Console is an application that provides centralized call 
management and call activity reporting capability to a business. Enterprise Edge 
Enterprise Edge Attendant Console runs on one or more Pentium
® class personal 
computers (PCs).
You can customize the way Enterprise Edge Attendant Console is set up to suit your 
company’s call management requirements. A telephone attendant uses the 
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 Enterprise Edge 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 Enterprise Edge Attendant 
Console system
1 
						

							8  Introduction to Enterprise Edge Attendant Console
Enterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02
About this guide
This document describes how the Enterprise Edge Attendant Console works and 
how to use it in your company. The instructions in this guide are intended for 
experienced PC users. The Enterprise Edge 2.0 Attendant Console User Guide is 
organized as follows:
Conventions
Console Attendant window terms
Refer to Components of the Attendant Console window
 on page 25 for the terms 
used in this document.
Using keyboard shortcuts
You can use the keyboard to do many tasks quickly in Enterprise Edge Attendant 
Console. There are three kinds of keyboard shortcuts. The first two are standard to 
Windows. The third shortcut is unique to Enterprise Edge Attendant Console. The 
keyboard shortcuts are:
• Access keys, which are the letters underlined in menu names and commands. 
For more information, refer to Access keys
 on page 9.
• Shortcut keys defined on the menus. For more information, refer to Shortcut 
keys defined on the menus on page 9.
• Shortcuts initiated by pressing the Alt key and another key. For more 
information, refer to Shortcuts
 initiated by pressing the Alt key and another 
key on page 9.
1.  Introduction to Enterprise Edge 
Attendant Consoleprovides an overview of how this guide is organized, 
offers references and explains shortcut keys and right-
click capability.
2.  Understanding 
Enterprise Edge Attendant Consoleexplains how Enterprise Edge works and the features 
available with Enterprise Edge Attendant Console. 
3.  Getting started describes how to start, minimize, maximize and close 
the Client component and the different Attendant 
setups.
4.  Working with the Attendant 
windowexplains the components of the Enterprise Edge 
Attendant Console window.
5.  Handling calls explains how an attendant answers and directs 
incoming calls and how a person being called answers 
and manages calls.
6.  Maintaining caller and employee 
informationdescribes how you enter, edit and maintain caller and 
employee information.
7.  Generating reports explains how to use the Reports component to generate 
and customize reports.
    Glossary defines the Enterprise Edge Attendant Console terms 
and acronyms used in this guide.
    Index provides an alphabetical list of information in this 
guide. 
						

							Introduction to Enterprise Edge Attendant Console  9
P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User GuideAccess keys
In Enterprise Edge Attendant Console, each menu name and each command in the 
menu has an underlined letter called an Access key.
To use the Access keys:
1. Press the Alt key.
This gives you access to the menu names in the menu bar.
2. Press the Access key for the menu name. For example, to open the Edit menu, 
press Alt and then E.
3. Press the Access key for the desired command. For example, to select Caller In-
formation from the Edit menu, press I and the Edit Caller Information dialog 
box appears.
Shortcut keys defined on the menus
Shortcut key combinations are shown beside some menu commands. When you use 
the Ctrl key and another key, press Ctrl key while you press the other key. The 
additional shortcut keys are:
In the Edit menu:
In the Transfer menu:
In the Caller menu:
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 and the underlined keys in the commands. You must press the 
Alt key while you press other key. For example, to place an active call on Hold, 
press the Alt key and press H.
Cut Ctrl+X
Copy Ctrl+C
Paste Ctrl+V
Dial Paste Ctrl+D
Transfer Paste Ctrl+T
1st Contact F9
2nd Contact F10
3rd Contact F11
Transfer to Target Num Pad+
Screen Transfer Ctrl Num Pad+
Answer Next Esc
Hold Ctrl+H
Release F12 
						

							10  Introduction to Enterprise Edge Attendant Console
Enterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02
Using right-click capability
Right-click capability lets you process calls faster by minimizing mouse movement. 
You can use right-click capability to:
• originate a call
• transfer a call
• screened transfer
• transfer a call to voice message mailbox
• link transfer
• park a call and page an employee
• camp a call on an extension
To use right-click capability:
1. Click a name or extension in the Directory list and right-click.
A list of call processing commands appears.
2. Click one of the call processing commands.
References
As an Enterprise Edge attendant, you can refer to the Enterprise Edge 2.0 Attendant 
Console Set Up and Operation Guide for more information about Enterprise Edge 
Attendant Console.