Nortel Business Communications Manager Attendant Console Instructions Manual

41
Attendant Console User Guide
 
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:
In the Directory list, click either the Name, Notes or Department column heading. The 
information sorts alphabetically by the...

42
P0936571 02
  

43
Attendant Console User Guide
 
Chapter 4
Handling calls
With 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 Attendant Console include:
 answering a call. Refer to “Answering calls as an attendant” on pag e43.
 finding the called person’s extension and placing it in the Target list...

44
P0936571 02
 
 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...

45
Attendant Console User Guide
 
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 45
“Using the Directory tab views” on page 46
“Using the Directory Find box” on page 46
“Using the Department list box” on pag e47
Using the Contacts boxes
The...

46
P0936571 02
 
Using the Directory tab views
The tab views in the Directory dialog box show information about extensions.
To search by extension or name:
1Click the Full, BLF, Assigned or Selected tab.
2Click 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.
3Click the Tr a n s f e r  button.
Using the Directory Find box
Use the Directory Find box to search by name.
To search by Name and move the target...

47
Attendant Console User Guide
 
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:
1Click the arrow of the Department list box.
The list appears displaying the departments associated with extensions.
2Click a department name from the list and the department name appears in the Department list 
box.
3Click the Find button.
The extensions that match the department appear in a list under the Full Directory tab...

48
P0936571 02
 
To transfer using the Target list box:
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:
Double-click the telephone status icon or the name of the person to whom you are transferring the 
call. The call transfers....

49
Attendant Console User Guide
 
To park a call and page an employee:
1In the Ta r g e t list box type the extension 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.
2Click 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.
.
3Click a call in the Parked calls list and then click the...

50
P0936571 02
 
3Click the Retrieve button.
or
1On the toolbar, click  .
The Parked Calls dialog box appears.
2Select the parked call.
3Click the Retrieve button.
To view parked calls:
1On the Caller menu, click View Parked Calls. 
The Parked Calls dialog box appears, displaying:
 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
2Click the Close button.
The Parked Calls dialog box closes.
Placing and...