Nortel Bcm 2 0 Attendant Console Instructions Manual

							P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User Guide
Understanding Enterprise Edge Attendant 
Console
Enterprise Edge Attendant Console is a client/Enterprise Edge server software 
application that consists of three interrelated components:
• Server component
• Client component
• Reports component
Server component
The Server component communicates with your Enterprise Edge server initiating 
Enterprise Edge 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
• status changes of telephones attached to the Enterprise Edge server
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. The Console 
Attendant 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 
Enterprise Edge 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.
2 
						

							12  Understanding Enterprise Edge Attendant Console
Enterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02
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.
Enterprise Edge Attendant Console features
There are many features and benefits associated with Enterprise Edge Attendant 
Console.
Easy to use, time saving Graphical User Interface (GUI)
Enterprise Edge 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 Enterprise Edge 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 Enterprise Edge Attendant Console.
Advanced software capabilities
Here are some of Enterprise Edge Attendant Console’s advanced software 
capabilities:
Visual call announcing and 
controlWhen 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. This 
means that a backup attendant does not have to leave their desk 
to cover for the main attendant.
Overflow attendant Overflow calls are transferred to an overflow attendant. 
Consequently, calls are not lost during busy periods. 
						

							Understanding Enterprise Edge Attendant Console  13
P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User Guide
PC compatibility
Enterprise Edge Attendant Console combines telecommunications with personal 
computing to make the attendant’s job easier, faster and more efficient.
Attendant types
Each PC that has the Client component installed is set up 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 timely manner. For detailed information about 
attendant setups, refer to Types of attendant setups
 on page 17.
Reports You can generate reports that contain information such as the 
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.
Ability to handle growth A one-time purchase of Enterprise Edge Attendant Console is 
often all that is needed. If you want to add more attendant 
positions as the company grows, Enterprise Edge Attendant 
Console is easily expandable.
Use of existing hardware You do not need to purchase additional dedicated hardware to 
use the power of Enterprise Edge Attendant Console. If you 
have the minimum computer requirements, all you need is the 
software that lets your computer communicate with the 
Enterprise Edge server.
Multi-tasking Enterprise Edge 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. 
						

							14  Understanding Enterprise Edge Attendant Console
Enterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02 
						

							P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User Guide
Getting started
After your Enterprise Edge Attendant Console system is set up and checked by the 
installer or System Administrator, you can use the Enterprise Edge Attendant 
Console components. Before you handle calls, make sure you know how to start and 
quit Enterprise Edge 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.
Starting the Client component
For information about changing the Attendant Console window settings refer to 
Initializing and configuring the Client component
 on page 16.
To start the Client component and open the Enterprise Edge 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 Enterprise Edge Attendant Console taskbar button appears on the taskbar. 
The Enterprise Edge 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 Enterprise Edge Attendant Console taskbar button.
The Attendant Console window returns to full screen size.
3 
						

							16  Getting started
Enterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02
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 Enterprise Edge Attendant 
Console.
2. Click the Yes button.
You can also shut down the Client component from the Windows taskbar by right-
clicking the Enterprise Edge Attendant Console taskbar button and clicking the 
Close button.
Initializing and configuring the Client component
Each PC that has the Client component installed must be set up 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 Enterprise Edge 
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 Enterprise Edge Attendant Console Server 
running, you must enter the Server ID for the Enterprise Edge server 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 Enterprise Edge Attendant 
Console window. 
						

							Getting started  17
P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User Guide
5. Click the Close button to see the Enterprise Edge Attendant Console window.
When the setup is complete, the Directory list displays the Enterprise Edge 
extensions connected to the Enterprise Edge server.
Types of attendant setups
Each PC that has the Client component installed must be set up 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 Enterprise Edge 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), Enterprise Edge 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 Enterprise Edge system and must be the telephone at the 
attendant’s desk. 
						

							18  Getting started
Enterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02
To set or change the attendant’s extension number:
1. On the To o l s  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 Full-time main attendant setup
 on page 17 and Setting up other 
attendant features on page 21.
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.
Each Attendant PC that is set up to receive incoming calls must be set up to redirect 
the calls to the backup Attendant PC.
Note:Calls can be redirected to another Enterprise Edge Attendant Console 
attendant or any Enterprise Edge extension 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 Tools menu click Options.
The Options dialog box appears with the Options tab open.
1. In the Redirect calls to option in the Extension box, type the backup 
attendant’s extension number.
2. 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. 
						

							Getting started  19
P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User GuideOverflow 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:Calls can be redirected to another Enterprise Edge Attendant Console 
attendant or any Enterprise Edge extension.
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 27.
To set the overflow extension:
1. On the Tools 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:
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. 
						

							20  Getting started
Enterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02
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.
To add an extension, click the extension you want in the All extensions box and 
click 
>> to 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