Nortel Business Communications Manager Attendant Console Instructions Manual

							 
Part No. P0936571 02
Business Communications 
Manag er 
Attendant Console User Guide 
						

							2
P0936571 02
 
Copyright © 2001 Nortel Networks
All rights reserved. 
The information in this document is subject to change without notice. The statements, configurations, technical data, and 
recommendations in this document are believed to be accurate and reliable, but are presented without express or implied 
warranty. Users must take full responsibility for their applications of any products specified in this document. The 
information in this document is proprietary to Nortel Networks NA Inc. 
Trademarks
NORTEL NETWORKS is a trademark of Nortel Networks.
Microsoft, MS, MS-DOS, Windows, and Windows NT are registered trademarks of Microsoft Corporation.
All other trademarks and registered trademarks are the property of their respective owners. 
						

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Attendant Console User Guide
 
Contents
Preface  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  7
Text conventions   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  7
Acronyms  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Chapter 1
Introduction to Attendant Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  11
Components of the Attendant Console  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Server component   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Client component  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Reports component   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Attendant Console features  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  12
PC compatibility   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Graphical User Interface (GUI)  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Advanced software capabilities   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Attendant types  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Chapter 2
Getting started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  15
Starting the Client component . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Minimizing and maximizing the Attendant Console window  . . . . . . . . . . . . . . . . . 15
Quitting the Client component  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Initializing and configuring the Client component   . . . . . . . . . . . . . . . . . . . . . . . . . 16
Starting the Client component for the first time   . . . . . . . . . . . . . . . . . . . . . . . 16
Types of attendant setups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Setting up other attendant features  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Chapter 3
Using the Attendant Console window . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  23
Components of the Attendant Console window   . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Title bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  24
Menu bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Toolbar   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  24
Loop buttons  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Caller Information options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Call processing area  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Directory list   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Status Bar  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Using the menu bar  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
File menu   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 
						

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Edit menu  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
View menu   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Tools menu  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Transfer menu  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Caller menu   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Target menu   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Attendant menu   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Help menu   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Using keyboard shor tcuts  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Using right-click capability  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Using the toolbar  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Using Caller Information options  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Using the call processing area   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Using the Directory options  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  37
Search and edit functions in the Directory options  . . . . . . . . . . . . . . . . . . . . . 37
Directory list   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Chapter 4
Handling calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  43
Answering calls as an attendant  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Finding the called person’s extension and placing it in the Target list box   . . . . . . 45
Using the Contacts boxes  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Using the Directory tab views  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Using the Directory Find box   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Using the Department list box   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Transferring a call   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Parking, holding and screening calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Parking calls and paging employees   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Placing and retrieving calls on hold   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Screening calls  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Contacting employees using Voice Call   . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  51
Linking and Joining calls  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Joining a call on hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Creating a conference call   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  52
Handling a callback call  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Responding to a callback that an extension did not answer  . . . . . . . . . . . . . . 53
Responding to a callback that a called p a rty returned  . . . . . . . . . . . . . . . . . . 53
Making a call from the attendant’s extension   . . . . . . . . . . . . . . . . . . . . . . . . . . . .  54
Handling calls at an employee’s telephone  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55 
						

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Attendant Console User Guide
 
Chapter 5
Maintaining caller and employee information . . . . . . . . . . . . . . . . . . . . . . . 59
Maintaining caller information  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Creating a new caller record  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Finding and editing caller information  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Maintaining employee information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Using the Directory list  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  63
Finding an employee record  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Editing employee information  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Creating a new name for an extension  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Adding notes to employee records  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Chapter 6
Generating reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  69
Report types  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Calls by Customers report   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Calls to Employees report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Extension Directory report   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Using the Reports window   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  70
Database box  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Information list box  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Period list box  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Employees and Customers options   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Creating and viewing reports   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Loading the database  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Selecting a report type  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  73
Setting the report period  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  73
Selecting employees and customers for the repor t   . . . . . . . . . . . . . . . . . . . . 75
Create Repor t button   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Viewing the repor t . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Printing a report   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Glossary  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  79
Index  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  83 
						

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Attendant Console User Guide
 
Preface
Business Communications Manager Attendant Console provides a graphical 
interface on your Windows-based PC for managing calls in a call center or office. 
Text conventions
This guide uses the following text conventions:
angle brackets (< >) Indicate that you choose the text to enter based on the 
description inside the brackets. Do not type the 
brackets when entering the command.
Example: If the command syntax is
ping , you enter
ping 192.32.10.12
bold Courier text
Indicates command names and options and text that 
you need to enter.
Example: Use the 
dinfo command. 
Example: Enter
 show ip {alerts|routes}.
braces  ({}) Indicate required elements in syntax descriptions where 
there is more than one option. You must choose only 
one of the options. Do not type the braces when 
entering the command.
Example: If the command syntax is
show ip {alerts|routes}, you must enter either 
show ip alerts or show ip routes, but not both.
brackets ([ ]) Indicate optional elements in syntax descriptions. Do 
not type the brackets when entering the command.
Example: If the command syntax is
show ip interfaces [-alerts], you can enter 
either 
show ip interfaces or 
show ip interfaces -alerts.
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							8Acronyms
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Acronyms
This guide uses the following acronyms (TBD):ellipsis points (. . . ) Indicate that you repeat the last element of the 
command as needed.
Example: If the command syntax is
ethernet/2/1 [ ]... , 
you enter 
ethernet/2/1 and as many 
parameter-value pairs as needed.
italic textIndicates file and directory names, new terms, book 
titles, Web addresses, and variables in command syntax 
descriptions. Where a variable is two or more words, 
the words are connected by an underscore.
Example: If the command syntax is
show at , valid_route is one 
variable and you substitute one value for it.
plain Courier 
textIndicates command syntax and system output, for 
example, prompts and system messages.
Example: 
Set Trap Monitor Filters
separator ( > ) Shows menu paths. 
Example: Protocols > IP identifies the IP option on the 
Protocols menu. 
vertical line ( 
| ) Separates choices for command keywords and 
arguments. Enter only one of the choices. Do not type 
the vertical line when entering the command.
Example: If the command syntax is
show ip {alerts|routes}, you enter either
show ip alerts or show ip routes, but not 
both.
AUI attachment unit interface
BootP Bootstrap Protocol
BRI basic rate interface
CSMA/CD carrier sense multiple access/collision detection
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							Acronyms9
Attendant Console User Guide
 
DLCMI Data Link Control Management Interface
HDLC High-level Data Link Control
IP Internet Protocol
ISDN Integrated Services Digital Network
ISO International Organization for Standardization
ITU-T International Telecommunication 
Union-Telecommunication Standardization Sector 
(formerly CCITT)
MAC media access control
MAU media access unit
MDI-X medium dependent interface crossover
NBMA nonbroadcast multi-access
OSPF Open Shortest Path First
PPP Point-to-Point Protocol 
SMDS Switched Multimegabit Data Service
SNMP Simple Network Management Protocol
STP shielded twisted pair
TPE twisted pair Ethernet
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