Nortel Business Communications Manager Attendant Console Instructions Manual

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Attendant Console User Guide
 
To place a call on Hold at an active extension:
1With an active call on the Loop button and the employee’s extension in the Target 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.
2The 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:...

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To  u s e  t h e  Vo i c e Call button:
1In the Ta r g e t list box type or enter the extension of the employee.
2On the toolbar, click  .
3Speak to the employee through the speaker in their telephone.
Linking and Joining calls
Using 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:
1On the toolbar click  .
The active incoming...

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4When the conference call is finished, click the Release button to disconnect from the call.
Handling a callback call
There are two types of calls that return to 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...

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 IntAct. You tell the caller that the person they called is on the line and ask if they wish to 
interrupt the call.
Either Hold, Assistant or IntAct is displayed below the Callback button.
To respond to a Callback call that a called person returns:
1Click the Callback button.
The Caller Information list box shows the information originally displayed.
2Advise the caller according to the message that appears.
To process a Hold call:
1Advise the caller that the employee requests that they...

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Attendant Console User Guide
 
To place a call to an extension or outside number:
1When there is no active call, type or select an extension or outside number in the Ta r g e t list 
box.
2Press 
Enter on the keyboard.
A call is made to the extension or outside number.
To transfer a call to an extension:
1Place or type an extension in the Target list box when there is an active call.
2Press Enter on the keyboard.
The call transfers to the extension.
If you select an entry in the Directory or in the...

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 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 who then routes it to an assistant attendant
To talk to a caller:
1Press the 
Talk 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 then asks the caller to hold:
1Press the...

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2The attendant refers to the Assistant extension box in the Edit Employee Information dialog 
box and enters the Assistant extension number in the Ta r g e t  list box.
3The attendant transfers the call to the Assistant extension. 

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Chapter 5
Maintaining caller and employee information
Attendant Console manages both caller and employee information.
Maintaining caller information
When a caller contacts your company, information about the caller from the Attendant Console 
database appears in the Caller Information list box of the Attendant window. Either the caller is 
already in the database, or other employees of the callers company may  be in the database.  
Alternatively, the caller and the...

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2In the Caller Information list box click Edit.
The Edit Caller Information dialog box appears.
3Click the New Caller button.
This clears all the boxes in the Edit Caller Information dialog box and lets you create a new 
caller record.
4In the Name list box, type the caller’s name in the format of last name first, space, then first 
name.
5From the Caller Type list box, select a Caller Type, either Unclassified, Personal, Employee, 
Vendor or Customer.
6In the Company box, type the...