Nortel Bcm 2 0 Attendant Console Instructions Manual

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P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User Guide
Caller menu
The Caller menu contains:
Answer Next answers the next call in the queue.
Hold places an active call on hold. The Hold button performs the 
same function. Refer to Parking, holding and screening calls
 
on page 51.
Release disconnects the active call. The Release button performs the 
same function.
Park parks the active call so you can page the person whose 
extension is in the Target list box. A list of all parked calls 
appears in the Parked Calls dialog box when you click View 
Parked Calls on the Caller menu. You can retrieve the call 
from the View Parked Calls dialog box by pressing the 
Retrieve button. For more information on viewing parked 
calls, refer to Parking, holding and screening calls
 on page 
51. The Park/Page button performs the same function.
Join Caller connects two callers by joining the active call with the call on 
hold. Refer to Linking and Joining calls
 on page 56.
View Parked Calls opens the Parked Calls dialog box, which displays calls 
parked by all attendants. A call can be retrieved by any 
attendant or from any telephone on the Enterprise Edge 
server. For more information, refer to Parking, holding and 
screening calls on page 51. 
						

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Enterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02
Target menu
The Target menu contains:
Attendant menu
The Attendant 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 55.
Dial DTMF Tones dials DTMF-tone digits to the external number in the Target 
list box. This must be used in conjunction with the Link button 
and with outdialing on an active line to access other systems 
or carriers (for example, Centrex).
Link accesses (hookflash) Centrex or CO line features (such as off-
premise transfer or conference) or other systems or carriers 
while on an incoming call. Click the Link button while on an 
incoming call to place the caller on hold and generate a Link 
signal (also called flash or recall) on the active line. The 
DTMF button is used with the Link button to outdial the digits 
in the Target list box. For more information, refer to Linking 
and Joining calls on page 56.
In toggles with the Out command. When set to In, the attendant 
is taking calls.
Out toggles with the In command. When set to Out, the attendant 
is not taking calls. Calls that ring at the attendant’s telephone 
are forwarded to the backup attendant position.
Note:  To redirect calls to a backup extension, on the 
Tools menu click Options. Set redirect options in 
the Options dialog box. 
						

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P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User Guide
Help menu
The Help menu contains:
Using the toolbar
The toolbar contains several buttons that provide quick and easy access to some of 
the Enterprise Edge Attendant Console functions.
To display the toolbar:
1. Click the View menu and then click To o l b a r.
The toolbar is displayed across the top of the Attendant window below the 
menu bar.
The toolbar buttons are:
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.
Use the In and Out buttons to indicate whether or not you 
can take calls.
Use the Link button to access Centrex or CO line features 
(such as off-premise transfer or conference) or other systems 
or carriers while on an outside call. For more information, 
refer to Linking and Joining calls
 on page 56.
Use the DTMF button to dial DTMF-tone digits to the external 
number in the Target list box. This must be used with the Link 
button and with outdialing on an active line to access other 
systems or carriers such as Centrex. This button also sends 
special characters (such as * and #) from the Target list box 
to other services such as Interactive Voice Response (IVR) and 
Enterprise Edge messaging services.
Use the Join button to connect two callers by joining the 
active call with the call that is on hold at the Enterprise Edge 
Attendant Console. Refer to Linking and Joining calls
 on 
page 56. 
						

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Enterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02
Words and colors on Loop buttons:
Use the View Parked button to display the Parked dialog 
box, which lists parked calls. Calls can be parked and 
retrieved from any Enterprise Edge telephone connected to 
your Enterprise Edge server. Refer to Parking calls and 
paging employees on page 51.
Use the Voice Call to initiate a call from the attendant’s 
telephone to the speaker of another telephone without 
causing the telephone to ring. Refer to Parking calls and 
paging employees on page 51.
Six Loop buttons, labeled F1 to F6, are used to answer calls. 
Each Loop button represents call. The color of the Loop 
button and the word that appears shows the type of call 
activity occurring. 
You can display or hide Loop buttons. On the View menu 
click Hide Loop Buttons. When a check mark appears, only 
active Loop buttons appear. When Hide Loop Buttons is not 
selected, all the Loop buttons appear.
A yellow Loop button with the word Ringing appears when an 
incoming call rings at the attendant’s extension.
A green Loop button with the word Active appears when a call is 
answered by the attendant. Only one Loop button is active at one time.
A blue Loop button with the words On Hold appears when a call is on 
hold at the attendant’s extension.
An orange Loop button with the word Callback appears when a call 
returns to the attendant from the Target extension.
A red Loop button with the word Ringing appears when a call rings at 
an Assigned extension.
Grey Loop buttons appear when the Loop button is inactive and when 
Hide Loop Buttons is not selected. 
						

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P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User Guide
Using Caller Information options
Caller Information options are in the top, center of the Attendant Console window. 
When you answer a call, the Caller Information options show information about the 
caller.
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 63.
places the active call on Hold.
disconnects the active call.
places the active call in park and opens the Page dialog box 
so that you can page the person whose extension is in the 
Target list box. 
Refer to Parking calls and paging employees
 on page 51. 
						

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Enterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02The Edit Caller Information dialog box
Use the Edit Caller Information dialog box to change or add information about 
callers. 
To access the Edit Caller Information dialog box:
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.
Company contains the name of the company associated with the caller. The 
Caller ID name automatically appears in this box. You can edit the 
name here or in the Caller Information options.
Phone contains the caller’s telephone number of the caller.
City, State/Province, 
and ZIP/Postal Codecontain the caller’s address.
Caller ID Name and 
Caller ID Numbercontain information provided through subscription by the public 
switched telephone network.
Record Number contains a unique caller record identifier number. You cannot 
change the information in this box.
Contacts list the caller’s three most frequently called persons in your company. 
						

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P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User Guide
 The following buttons appear in the Edit Caller Information dialog box:
Using the call processing area
The call processing area is at the top right of the Attendant window and includes:
• the Target list box
• the Transfer, Page, VMTransfer, Screen, Call, Camp On and Link Transfer 
buttons.
 
saves the caller record displayed in the boxes of the Edit 
Caller Information dialog box to the database.
closes the Edit Caller Information dialog box without saving 
the changes to the record.
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.
Use the Target list box to enter the extension or telephone 
number to call. 
						

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Enterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02
The following buttons are in the call processing area: 
Using the Director y options
The Directory options are at the bottom of the Attendant Console window. They 
contains tabbed directories that show views of the extensions on the Enterprise 
Edge telephone system. The Directory options also contain buttons and boxes for 
searching and editing extension and employee information.
Search and edit functions in the Directory options
The buttons and boxes in the Directory options are used to search for and edit 
employee information that appears in the Directory list:.
transfers the active call to the extension number in the Target 
list box.
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.
places a call on hold at the target extension.
accesses Centrex or CO line features (such as off-premise 
transfer or conference) or other systems or carriers while on 
an outside call. It is also used to tone dial the digits in the 
Target list box.
indicates the status of the employee. When 
you select a category from the list box, a 
corresponding icon appears in the first 
column of the Directory list. The available 
category are: None, Not at Desk and Out of 
Office.
used to enter information about individual 
employees. 
						

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P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User Guidechanges the caller or Caller ID record to an 
employee record if an employee calls in from 
outside. This prevents an employee name 
from appearing in the caller record related to 
the Caller ID name or number.
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.
resets the Full tab Directory view to display all 
names and extensions.
opens the Edit Employee Information dialog 
box. If you select a name or extension in the 
Directory list, information about to that name 
or extension appears in the dialog box. If you 
do not select a name or extension, the Edit 
Employee Information dialog box is empty. 
You can also access the Edit Employee 
Information window by clicking the Edit menu 
and clicking Employee Information. Refer to 
The Edit Employee Information dialog box
 on 
page 40 and Maintaining employee 
information on page 67. 
						

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Enterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02The Edit Employee Information dialog box
This dialog box appears when you click the Edit button in the Directory option. 
Use the Edit Employee dialog box to change or add information about employees. 
For further information, refer to Maintaining employee information
 on page 67.
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.
State/Province displays the state or province of the employee.
ZIP/Postal Code displays the ZIP code or Postal Code of the employee.
Assistant Extension displays the extension of the person who handles calls for the 
extension when the employee cannot.
Record Number displays a unique record identifier number. You cannot edit this box.