Nortel Bcm 2 0 Attendant Console Instructions Manual

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To transfer a call to an outside number:
1. With an active incoming call on Enterprise Edge Attendant Console, in the 
Ta r g e t list box type an outside telephone number.
2. Click the Link Transfer button.
The Loop button label shows Active, and the number in the Target list box is 
tone dialed.
3. Click the Release button and the incoming call transfers to the outside 
telephone number.
The Attendant disconnects from the call and the Loop button becomes idle.
Parking, holding and screening calls
Enterprise Edge Attendant Console lets you screen calls for a called person, place 
the calls on hold and park calls so that you can page the called person. You can also 
talk to the employee in intercom mode using Voice Call.
Parking calls and paging employees
The Park/Page feature lets you place a call on Hold and page the employee. You can 
also use this method to page an employee when there is no active call.
To park a call and page an employee:
1. In the Target list box type the extension number of the called person.
If there is no active call and you want to page an employee, type or select the 
extension of the person being paged in the Target list box.
2. Click the Park/Page button.
The Page dialog box appears. The Page dialog box shows all parked calls and 
all page zones so that you can page the called person. 
						

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.
3. Click a call in the Parked calls list and then click the appropriate zone in the 
Page zones list.
4. Click the Page button.
The Console Message box appears and the speakers on the telephones in the 
selected zone emit a low-level tone.
5. Speak into the headset or handset, depending on your setup. When you are 
finished, click the OK button. 
						

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To retrieve a parked call:
1. On the Caller menu, click View Parked Calls.
The Parked Calls dialog box appears.
2. Select the parked call.
3. Click the Retrieve button.
or
1. On the toolbar, click  .
The Parked Calls dialog box appears.
2. Select the parked call.
3. Click the Retrieve button.
To view parked calls:
1. On the Caller menu, click View Parked Calls. 
The Parked Calls dialog box appears and lists all parked calls and:
• the park number of the call
• the caller’s name (from the Name box of the Caller Information list box)
• the name or extension of the called employee
2. Click the Close button.
The Parked Calls dialog box closes. 
						

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Placing and retrieving calls on hold
Calls can be placed on Hold and retrieved quickly.
To put an incoming call on hold:
1. Click the Ringing Loop button.
2. Click the Hold button or click another Ringing Loop button.
The previous call is put on hold.
When the active call is placed on hold, the Loop button displays the words On 
Hold and the Loop button color changes to blue.
To place a call on Hold at an active extension:
1. With an active call on the Loop button and the employee’s extension in the 
Ta r g e t list box, click the Camp On button.
When the active call is camped on the Target list box extension (placed on hold 
at the Target extension), the Loop button becomes idle.
2. The camped call sends a message with tones to the employee either on or off the 
telephone, indicating a call is camped on their extension.
To retrieve a call on Hold:
1. Click the blue Loop button labeled On Hold.
The Caller Information boxes show all of the information related to this call.
2. Respond to the call accordingly. 
						

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Screening calls
You can screen calls by asking an employee whether they want to talk to the caller.
To screen and transfer a call:
1. Click the Screen button.
The active call goes on hold. The Loop button changes color to blue. The 
extension rings and the Screen Transfer dialog box appears.
2. Ask the person being called if they can take the call. If the answer is yes click 
the Transfer Now button and the call transfers. If the answer is no follow steps 
3 to 5.
3. Click the Cancel button.
4. Click the Loop button on which the call is being held to reconnect with the 
caller.
5. Process the call accordingly.
Contacting employees using Voice Call
You can use this feature as an intercom to talk directly through the speaker of the 
employee’s telephone.
To use the Voice Call button:
1. In the Target list box type or enter the extension of the employee.
2. On the toolbar, click  .
3. Speak to the employee through the speaker in their telephone. 
						

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Linking and Joining calls
Using Enterprise Edge Attendant Console, you can create conference calls linking 
or joining calls. Use the DTMF button to transfer or link calls on Centrex lines.
To use the DTMF button with an active incoming call on a Loop button:
1. On the toolbar click  .
The active incoming call is placed on hold. 
2. In the Target list box type an outside telephone number.
3. On the toolbar click  .
The number in the Target list box is dialed out with DTMF tones on the same 
CO line on which the active incoming call arrived.
4. Click the Release button and the incoming call transfers to the outside 
telephone number (using the telephone company’s Centrex capability). The 
Attendant disconnects from the call and the Loop button becomes idle.
To Join a call on hold on a Loop button with an active call on another Loop button:
1. On the toolbar click   .
2. Drag the “Join” cursor to the Loop button on which the call is held. 
3. Click the Loop button holding the call.
The two callers connect, the Attendant releases from the active call and both 
Loop buttons become idle.
To create a conference call to an outside number:
1. With an active incoming call on Enterprise Edge Attendant Console, in the 
Ta r g e t list box type an outside telephone number.
2. Click the Link Transfer button.
The Loop button label shows Active, and the number in the Target list box is 
tone dialed.
3. Click the Link button to set up a conference call between the incoming call, the 
outgoing call and the Attendant.
4. When the conference call is finished, click the Release button to disconnect 
from the call.
Note:To disable the Link Transfer button, on the Tools menu click Options. The 
Options dialog box appears. Select Disable Link Transfer Option. 
						

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Handling a callback call
There are two types of calls that return to Enterprise Edge Attendant Console:
• an unanswered transfer call
• a call that the called person returns to you for attendant handling
Responding to a callback that an extension did not answer
A callback can be a call that is sent to an extension, or a call that is not answered 
and returns to you.
The callback is indicated by:
The Callback button displays the name and extension from which the call is 
returned and other call related information. This lets you personalize how you 
handle the call.
To respond to a Callback call:
1. Click the Callback button.
The Caller Information list box shows the information originally displayed so that 
you can process the call accordingly, such as transfer to Enterprise Edge Voice 
Messaging, park the call, page the called person, and so on.
Responding to a callback that a called party returned
A call that the called person decides not take can be handled by you according to 
instructions that you or your company establish. This type of call is similar to a 
Callback to the attendant. The called person can press a telephone display button to 
tell you to:
•Hold. You ask the caller to hold for a moment.
•Assist. You send the caller to the called party’s assistant.
•IntAct. You tell the caller that the person they called is on the line and ask if 
they wish to interrupt the call.
The display button the employee presses sends a pre-set message to you. Either 
Hold, Assistant or IntAct is displayed below the Callback button. 
						

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To respond to a Callback call that a called person returns:
1. Click the Callback button.
The Caller Information list box shows the information originally displayed.
2. Advise the caller according to the message that appears.
To process a Hold call:
1. Advise the caller that the employee requests that they hold.
2. In the Target list box enter the employee’s extension.
3. Click the Camp On button.
The call is camped to the called employee’s extension.
To process an Assist call:
1. Tell the caller that the employee is temporarily unable to take calls and requests 
that calls are routed to the Assistant extension.
2. Click the Edit menu and then click Employee Information.
The Employee Information dialog box appears and the assistant’s number 
appears in the Assistant Extension box.
3. Click the Close button to return to the Attendant window.
4. In the Target list box enter the assistant’s extension number.
5. Transfer the call to the assistant’s extension number.
To process an IntAct call:
1. Tell the caller that the employee is on another call but can be interrupted.
2. If the caller agrees, enter the employee’s extension in the Target list box.
3. Transfer the call back to the extension. 
						

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Making a call from the attendant’s extension
As the attendant, you can call any extension in the company and any outside 
number. The telephone number you type in the Target list box ignores special 
characters such as hyphens, parentheses, blank spaces and commas. However, to 
reach special services such as Interactive Voice Response systems (IVR) you can 
type special characters (*, #, P, and W) in the Target list box and these characters 
can be dialed using   on the toolbar.
To place a call to an extension or outside number:
1. When there is no active call, type or select an extension or outside number in 
the Ta r g e t list box.
2. Press Enter on the keyboard.
A call is made to the extension or outside number.
To transfer a call to an extension:
1. Place or type an extension in the Ta r g e t  list box when there is an active call.
2. Press Enter on the keyboard.
The call transfers to the extension.
If you select an entry in the Directory or in the Contacts box, the extension number 
also appears in the Target list box. If the Target is an extension, the person status 
icon for the person appears to the left of the Target list box. To the right of the 
Target the person’s telephone status icon appears.
To make a call to an inside extension:
1. Make sure that the number you want to call appears in the Target list box. You 
can type the extension in directly or select it from the Directory list.
For further information, refer to Using the Directory Find box
 on page 48.
2. Click the Call button or press the Enter key to make the call.
To make a call to an outside number:
1. In the Target list box type the same digits you would dial if you were using 
your Enterprise Edge telephone.
2. Click the Call button or press the Enter key. 
						

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Handling calls at an employee’s telephone
Enterprise Edge Attendant Console has features that let employees handle calls at 
their telephones.
After a call routes to an extension, a low-level tone alerts the called person they 
have an incoming call, even if they are on their telephone. The name of the caller 
appears in the display of the called party’s telephone for a few seconds.
If the called person is using an Enterprise Edge two line display telephone they can 
use the display buttons to:
• talk to a caller
• send to the attendant who asks the caller to hold 
• send a call to Enterprise Edge Voice Messaging
• join the call with the current call
• send a call back to the attendant to ask the caller if they wish to interrupt the 
current call
• send a call back to the attendant to be routed to an assistant attendant
Note:Press the Next display button to see more than the first two options that 
appear.
To talk to a caller:
1. Press the Ta l k display button to automatically connect with the call, or pick up 
the handset.
If the telephone is in use, press the Talk display button to put the first call on 
hold and connect the new caller.
To send a call to the attendant who asks the caller to hold:
1. Press the Hold display button.
This delivers a pre-set message to the attendant. The attendant asks the caller to 
hold for the called person and camps the call to the called person’s extension.
2. The called person sees the call camped on their telephone and handles the call.