Nortel Business Communications Manager Attendant Console Instructions Manual

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2Click the New Caller button.
This clears only the Name box in the Edit Caller Information dialog box. The other boxes do 
not change.
3In the Name list box type the new caller’s name.
4Click the Save button when you are done to save the record.
To create a new caller record when there are no active calls:
1On the Attendant Console window, in the Caller Information options, click the Edit button.
The Edit Caller Information dialog box appears.
2Click the New Caller...

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2Click the Find button.
The Find dialog box appears. Use the Find dialog box to find a caller’s name in the database.
3In the Name box, type the first letter or letters of the caller’s last name.
If the caller’s first name is used instead of their last name, type the first letter or letters of the 
caller’s first name.
4Click the OK button or press the Enter key.
The Find dialog box closes.
5Any matching names appear in the Name list box of the Edit Caller Information dialog box.
If...

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Using the Directory list
Information in the Directory list appears in ascending order (1 to 9 or A to Z). Sorting is based on 
the contents of one column at a time. If there are different forms of information in the same 
columns, priority is given in the following order: no information entered (blank), numeric, then 
alphabetic. For example, if you sort a Name column that contains both names and extension 
numbers, the extension numbers appear before the names.
You can...

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3In the Name box, type the first letter or letters of the employee’s last name.
If the employee’s first name is used instead of their last name, type the first letter or letters of 
the employee’s first name.
4Click the OK button or press the Enter key.
The Find dialog box closes. Any matching names appear in the Name box of the Edit 
Employee Information dialog box.
To search by name on any Directory list box on the Attendant window:
1In the Find box on the Attendant Console window type...

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2Click the Show All button to return to the Directory view after you perform a search.
Editing employee information
You can edit employee information by adding or changing an extension, changing the person status 
of an extension or by creating a new name for an extension.
To add or change an extension:
1In any Directory tab view (Full, BLF, Selected or Assigned), click the extension in the 
Directory list for which you wish to change or add information.
2In the...

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To assign the name of an employee to a caller record:
1In the Directory list, select the employees extension or type the employee’s extension number 
in the Ta r g e t  list box.
2Click the Make Caller button.
The name of the employee is assigned to the caller record and is not saved as a customer 
record.
Adding notes to employee records
You can add a note to an employee record by selecting a note from a list or typing a personal note. 
The note appears in the Notes column under...

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1On the Edit Employee Information dialog box click the Save button.
The changes made to the boxes in the Edit Employee Information dialog box for the employee 
highlighted in the Directory list are saved to the database. After you click the Save button, the 
Edit Employee Information dialog box remains open.
To close the Edit Employee Information dialog box without saving changes:
1Click the Close button.
The Edit Employee Information dialog box closes.
Note: If you...

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Chapter 6
Generating reports
Attendant Console collects information about incoming calls and tracks how calls are processed. 
Use the information from the Reports component to help spot trends and prevent problems.
You can use the caller-related information in Reports to:
 increase sales opportunities
 improve productivity
 reduce expenses
 streamline operations
For example, the Calls by Customer report shows how callers from your company’s top customers 
are...

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Extension Directory report
The Extension Directory report lists the employees in the Attendant Console database and the 
information in their call record.
Using the Reports window
To open the Reports window:
1On the Attendant window click Tools and then click Reports.
The Reports window opens.
The Reports window contains the Database, Information, Period, Employees and Customers list 
boxes and a report viewing area. The Reports window menus are File, Edit, View and Help.
Use the Create...