Nortel Bcm 2 0 Attendant Console Instructions Manual

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The following buttons appear in the Edit Employee Information dialog box:
Directory list
Directory list tab views
There are four Directory list views that are accessed by clicking tabs. They are:.
Voice Mail displays the voice message mailbox extension of the employee. You 
cannot edit this box.
Contacts lists the employee’s three most frequently called persons or 
extensions in the Company.
saves the employee information displayed to the database.
closes the window without saving the record.
opens the Find dialog box in the Edit Employee Information 
dialog box. Refer to Maintaining employee information
 on 
page 67.
creates a new name for the extension and does not change 
the other boxes.
Full displays extensions connected to the Enterprise Edge server, including 
wireless Companion telephones, Enterprise Edge Voice Messaging 
extensions and Hunt group extensions. This view displays the maximum 
amount of extension and employee information allowed in the Directory list. Name contains the employee’s name or the extension number if a name is 
not entered. 
						

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Enterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02Directory list employee and extension information
Each Directory list tab view shows the following employee and extension 
information.
Note:The first two columns are not labeled and contain only icons, not text.
Note:A Hunt Group is a group of telephones that can be called by a single number. 
Hunt Groups are configured in your Enterprise Edge server. The telephone 
status icon for a Hunt Group extension is blue and always indicates on-hook.
BLF displays extensions connected to the Enterprise Edge server, including 
wireless Companion telephones, Enterprise Edge Voice Messaging 
extensions and Hunt group extensions. This view displays only the person 
status icon, telephone status icon and employee name. This allows more 
extensions to be displayed at once.
Assigned displays specific extensions for which an assistant attendant is responsible. 
Like the Full tab view, the Assigned tab view displays the maximum amount 
of extension and employee information allowed in the Directory list. 
Extensions are assigned or removed from the Assigned tab view in the 
Options dialog box. Refer to Assistant attendant setup
 on page 19.
Selected displays a subset of the Full tab extensions. The Selected tab view displays 
the maximum amount of extension and employee information allowed in the 
Directory list. Selected extensions are useful if the attendant directs incoming 
calls to a limited number of extensions and wants to display only those 
extensions. Extensions are added or removed from the Selected tab in the 
Options dialog box.
person status 
iconThis is the leftmost column in the Directory list views and does not have a 
column heading. It can contain an icon or be blank. The person status icon 
shows the location of the employee. Refer to Search and edit functions in the 
Directory options on page 38.
telephone 
status iconThis is the second column from the left in the Directory list views and does 
not have a column heading. The telephone icons show the current status of 
the telephones connected to the Enterprise Edge Server. They also show 
additional information such as whether the extension is ready to receive 
calls or is on Do Not Disturb (DND). The telephone icons are:
Available for 
callsDo Not 
DisturbCall 
Forwarded
On-hook
Off-hook 
						

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The other columns in the Directory list are:
Sorting information in the Directory list tabs
You can sort the employee information in the Directory list tabs by extension, 
name, notes or department. In the Full, Assigned and Selected views, the 
information appears in columns with headings.
To sort alphabetically by Name, Notes or Department:
1. In the Directory list, click either the Name, Notes or Department column 
heading. The information sorts alphabetically by the column you select.
To sort by extension:
1. In the Directory list, click the Ext column heading. The information sorts 
numerically by extension.
Name  the first labeled column on the left, containing the names of employees.
Ext contains telephone extensions.
Notes  displays additional information about the employee that the attendant 
enters. Notes can be edited only from the Notes list box at the top of the 
Directory dialog box.
Department  displays the name of the department to which the employee belongs. Enter 
the department by clicking the Edit button, clicking Employee Information 
and using the Edit Employee Information dialog box. Refer to Maintaining 
employee information on page 67. 
						

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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
Handling calls
With Enterprise Edge Attendant Console you can manage calls using a mouse or a 
keyboard. When a call comes in, you can respond to the caller using either a 
telephone or a headset. If you use a headset your hands are free to use your PC.
The basic steps in processing an incoming call with Enterprise Edge Attendant 
Console include:
• answering a call. Refer to Answering calls as an attendant
 on page 45.
• finding the called person’s extension and placing it in the Target list box. Refer 
to Finding the called person’s extension and placing it in the Target list box
 on 
page 47.
• transferring a call. Refer to Transferring a call
 on page 49.
Other telephone functions include:
• parking the incoming call and paging the employee. Refer to Parking, holding 
and screening calls on page 51.
• linking and joining calls. Refer to Linking and Joining calls
 on page 56.
• handling a callback call. Refer to Handling a callback call
 on page 57.
• making a call from the attendant’s extension. Refer to Making a call from the 
attendant’s extension on page 59.
• managing calls at the employee’s telephone. Refer to Handling calls at an 
employee’s telephone on page 60.
The following steps explain how you handle calls as an attendant using the 
Attendant window. For further information about and a diagram of the Attendant 
window, refer to Components of the Attendant Console window
 on page 25.
Answering calls as an attendant
The Attendant Console window has six Loop buttons that are used to answer calls. 
Each Loop button can handle a single call in progress. The color of the Loop button 
changes depending on the activity.
To show or hide inactive Loop buttons:
1. On the View menu click Hide Loop Buttons.
If the Loop buttons are hidden, they appear when a call occurs. If the Loop 
Overflow icon appears on the Status Bar there are more than six calls.
5 
						

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Enterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02
A new incoming call appears as a yellow Loop button that displays the word 
Ringing. Information about the call appears beside the Loop button to assist you 
with personalized call processing:
• the function key name above the Loop button, (F1 in the example) shows the 
key on the PC keyboard that relates to the ringing Loop button.
• the timer above the Loop button shows in minutes and seconds how long the 
call is active.
• the company name to the right of the Loop button shows the company that is 
calling. The company name is either from the caller database or from Caller 
ID. If you do not have Caller ID, this line of display is blank. You can enter or 
edit a company name using the Caller Information list box.
• The Caller ID name on the second line of the information to the right of the 
Loop button, shows the Caller ID number provided by the telephone company. 
If you do not have Caller ID, this line of display is blank.
• The bottom line of information to the right of the Loop button shows the name 
of the Enterprise Edge server line that carries the call.
Note:Server line names are programmed in your Enterprise Edge server by your 
telephone administrator.
Note:If your Enterprise Edge server is shared by two or more companies, the 
telephone administrator can associate the names of each company with their 
hardware lines. This means that you can tell which company is being called 
before answering the call.
To answer an incoming call:
1. A Loop button turns yellow displays the word Ringing. You can respond to a 
call in one of four ways:
• Click the yellow Ringing Loop button.
• Press the function key on the PC keyboard (for example F1), shown above 
the Loop button.
• Press the Esc key.
• Press the associated intercom or line key on your telephone.
The Loop button becomes green and displays the word Active. 
						

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2. Answer the call with your company greeting. If you are answering a call from 
this number or company for the first time, you can enter caller information. For 
further information, refer to The Edit Caller Information dialog box
 on page 36. 
If you are not, refer to Finding the called person’s extension and placing it in the 
Target list box on page 47.
To release or hang up a call:
1. Click the Release button.
The call disconnects and the Loop button becomes idle.
Finding the called person’s extension and placing it in the Target list box
After you answer a call, find and click the called extension to put it in the Target list 
box.
There are four ways to locate the correct extension when you are ready to process a 
call, including:
•Using the Contacts boxes
 on page 47
•Using the Directory tab views
 on page 48
•Using the Directory Find box
 on page 48
•Using the Department list box
 on page 49
Using the Contacts boxes
The Contacts boxes contain the extension numbers and names of the three most 
frequently called parties that the caller requests. These caller contacts are listed 
from most frequently to least frequently called.
To the left of each Contact box is the current person status icon for that contact, and 
to the right of each Contact box is that person’s telephone status icon.
To transfer a caller to one of the three most frequently called parties:
1. Double-click the telephone status icon.
The call is forwarded to that extension. 
						

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Using the Directory tab views
The tab views in the Directory dialog box show information about extensions.
To search by Extension or Name:
1. Click the Full, BLF, Assigned or Selected tab.
2. Click the extension, the name or the department of the employee being called 
in the list. The name or extension number appears in the Target list box.
3. Click the Transfer button.
Using the Directory Find box
Use the Directory Find box to search by name.
To search by Name and move the target extension to the Target list box:
1. In the Find box, type the first letter or letters of the person’s last name or first 
name, depending on how the employee names are entered. For example, if they 
are entered “Jane Doe”, type “j”. If they are entered “Doe, Jane”, type “d”.
2. Click the Find button.
Any matching names are displayed in a list under the Full tab.
3. In the Directory list, click the name of the employee being called.
The name appears in the Target list box.
4. To restore all names in the Full tab view, click the Show All button.
After the search result is shown in the Full tab view, the BLF, Selected and 
Assigned tab views remain unchanged. 
						

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Using the Department list box
You can search for a name by department from the Full tab using the Department 
list box.
To search by department:
1. Click the arrow of the Department list box.
The list shows the departments associated with extensions.
Note:Department names for each extension are created in the Edit Employee 
Information dialog box.
2. Click a department name from the list and the department name appears in the 
Department list box.
3. Click the Find button.
The extensions that match the department appear in a list under the Full 
Directory tab view.
4. In the Directory list box, click the name of the employee being called.
The name appears in the Target list box. The search result is shown in the Full 
tab view. The BLF, Selected and Assigned tab views remain unchanged.
5. To restore all names in the Full tab view, click the Show All button.
Transferring a call
You can transfer an active call to an extension using the Contacts box, the Target 
list box or the Directory dialog box. You can also transfer a call to a voice message 
mailbox. 
						

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To transfer using the Contacts box:
1. Double-click the telephone status icon to the right of the Contacts box.
The call transfers to the displayed extension.
To transfer using the Target list box:
1. Make sure the extension in the Target list box is correct. Double-click the 
telephone status icon beside the Target list box or click the Tr a n s f e r button. 
You can also click the Target list box and press the Enter key on the keyboard.
The call transfers to the displayed extension.
To transfer using the Directory list:
1. Double-click the telephone status icon or the name of the person to whom you 
are transferring the call. The call transfers.
To transfer a call to the voice message mailbox of the extension in the Target list 
box:
1. Type the extension number of the employee in the Ta r g e t  list box.
2. Click the VMTransfer button.
The call transfers and the Loop button becomes idle.
Note:You can make the VMTransfer button inactive when a non-Enterprise 
Edge Voice Messaging system is attached to the Enterprise Edge 
server.