Nortel Business Communications Manager Attendant Console Instructions Manual

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Attendant Console User Guide
 
Chapter 1
Introduction to Attendant Console
Business Communications Manager Attendant Console is an application that provides centralized 
call management and call activity reporting capability to a business. Attendant Console runs on 
one or more Pentium
® class personal computers (PCs).
You can customize the way Attendant Console is set up to suit your company’s call management 
requirements. A telephone attendant uses a graphical user interface to:
 originate calls
...

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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 (GUI). The Attendant Console 
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...

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Attendant Console User Guide
 
Table 1   Attendant Console-PC compatibility.
Graphical User Interface (GUI)
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...

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Table 2   Attendant Console’s advanced software capabilities
Attendant types
You must set up each PC 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 prompt manner. For detailed 
information about attendant setups, refer to “Types of attendant setups” on page17.
Visual call announcing and 
controlWhen a...

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Attendant Console User Guide
 
Chapter 2
Getting started
The installer or System Administrator must set up and check  the system before you can use the 
Attendant Console components. First, make sure you know how to start and quit 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. For information about changing 
the Attendant Console window settings refer to “Initializing and...

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You can also shut down the Client component from the Windows taskbar by right-clicking the 
Attendant Console taskbar button and clicking the Close button.
Initializing and configuring the Client component
You must set up each PC that has the Client component installed 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...

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Attendant Console User Guide
 
Figure 1   Attendant Console window
When the setup is complete, the Directory list displays the Business Communications Manager 
extensions connected to the Business Communications Manager base unit.
Types of attendant setups
You must set up each PC that has the Client component installed 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...

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To set or change the attendant’s extension number:
1On the To o l s  menu click Options.
The Options dialog box appears with the Options tab open.
2In the Attendant option, in the My Extension box, type the extension number of the 
attendant’s telephone.
3Click 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...

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Attendant Console User Guide
 
3Click 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.
Overflow 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...

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1On the To o l s menu, click Options.
The Options dialog box appears with the Options tab open.
2In the My extension box, type the assistant attendant’s extension.
3Click the OK button.
To add or remove an assistant attendant’s assigned extensions:
1On the To o l s menu, click Options.
The Options dialog box appears with the Options tab open.
2Click 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...