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
 answer and manage multiple calls
 view a company’s name before answering a call
 record, add and change caller information for future use
 quickly access information about a caller
 transfer calls to employees or their voice message mailbox
 send the caller’s name to the employee’s telephone display
 park calls and page employees
 view information in a Directory about your company’s employees such as their extension 
number, person status and telephone status
 create and print reports showing how incoming calls are handled
 view the status of extensions in the company’s Attendant Console system
Components of the Attendant Console
Attendant Console is a client/Business Communications Manager base unit software application 
that consists of three interrelated components:
 Server component
 Client component
 Reports component
Server component
The Server component communicates with your Business Communications Manager base unit 
initiating telephone functions such as transferring calls, placing calls on hold and parking calls.
The Server component communicates with one or more Client components. A Client component is 
on a PC connected via a Local Area Network (LAN).
The Server component receives:
 notification of incoming calls
 information about telephones attached to the Business Communications Manager base unit 
						

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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 Directory can be searched 
from the Attendant window.
Attendant PCs can be either main, assistant, overflow or backup. For more information, refer to 
“Types of attendant setups” on page 17. Incoming calls can be transferred to an extension, a voice 
message mailbox or an external number.
You can set up more than one attendant for your company. You can also set up Attendant Console 
to provide call coverage for assigned groups of employees. In this setup, you are notified of calls to 
assigned employees and can answer calls when the employees cannot.
Reports component
The Reports component provides information about incoming calls. Reports can help you identify 
trends and find answers to questions before they become problems. You can request a report from 
any PC with a Client component and view the report in the Reports window or print it on an 
attached printer.
Attendant Console features
There are many features and benefits associated with Attendant Console.
PC compatibility
Attendant Console combines telecommunications with personal computing to make the attendant’s 
job easier, faster and more efficient (see Ta b l e 1). 
						

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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 the icon beside the called party’s name to transfer the call.
The GUI provides you with at-a-glance information about the progress and status of calls. Before 
you answer a call, you know the caller’s telephone number and how long the caller is waiting. If a 
call transfers back to you, the Attendant Console window immediately displays the status of the 
call.
The readily available online Help ensures that Attendant Console is easy to learn and use.
Because performing normal attendant functions is faster with a GUI, you can do other tasks while 
you use Attendant Console.
Advanced software capabilities
Ta b l e 2lists some of Attendant Console’s advanced software capabilities:
Use of existing hardware You do not need to purchase additional dedicated hardware to 
use the power of Attendant Console. If you have the minimum 
computer requirements, all you need is the software that lets 
your computer communicate with the Business Communications 
Manager base unit.
Multi-tasking Attendant Console works in a multi-tasking environment. You 
can use your PC for other tasks such as word processing in 
addition to attending to calls. You can quickly switch from PC 
tasks to the Attendant window if there is an incoming call. 
						

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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 telephone is busy with a call, an attendant can send 
caller information to the telephone’s two line display area. The 
person called can use display buttons to control the call. This 
prevents impor tant calls from being lost.
Backup attendant Incoming calls can be quickly and easily transferred to a backup 
attendant at a different location than the main attendant. This 
means that a backup attendant does not have to leave their desk 
to cover for the main attendant.
Overflow attendant Overflow calls are transferred to an overflow attendant. 
Consequently, calls are not lost during busy periods.
Reports You can generate reports that contain information such as the 
number of incoming calls and who answers the calls. This 
information shows the calling trends in the business and the 
performance of the telephone system.
Ability to handle growth A one-time purchase of Attendant Console is often all that is 
needed. If you want to add more attendant positions as the 
company grows, Attendant Console is easily expandable. 
						

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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 configuring the Client 
component” on page 16.
Starting the Client component
To start the Client component and open the Attendant Console window:
1On the Attendant PC, click Start and point to Programs, point to Nortel Networks, point to 
Attendant Console and then click Attendant.
The Attendant Console taskbar button appears on the taskbar. The Attendant Console window 
appears with the Tip of the Day window over it.
2On the Tip of the Day window click the Close button.
Minimizing and maximizing the Attendant Console window
You can minimize and maximize the Attendant Console window depending on your needs.
To minimize the Attendant Console window:
1In the title bar click Minimize  .
The Attendant Console window minimizes.
To maximize the Attendant Console window:
1On the taskbar, click the Attendant Console taskbar button.
The Attendant Console window returns to full screen size.
Quitting the Client component
To quit the Client component:
1On the File menu click Exit
or
on the title bar click the Close box.
A message appears asking if you want to quit Attendant Console.
2Click the Ye s button. 
						

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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 component:
1On the taskbar, click Start, point to Programs, point to Attendant Console and click 
Attendant.
The Client component starts. The first time the Client component starts after installation, the 
Enter Attendant Options dialog box appears.
2In the Attendant Extension box type the extension number of the attendant.
3If the network has more than one Attendant Console Server running, you must enter the Server 
ID for the Business Communications Manager base unit you want to use in the Server ID box.
The Server ID refers to the Windows TCP/IP host name of the Server PC. If you do not know 
the Server ID, ask your System Administrator.
4Click the OK button.
The Tip of the Day dialog box appears over the Attendant Console window.
5Click the Close button to see the Attendant Console window (see Figure 1). 
						

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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 for a telephone operator that has the Attendant 
window always visible on their PC. There can be more than one full-time attendant.
Every Client component must have the Server ID and Attendant extension options set for the 
Client component to function. The Server ID indicates to the Client component where the Server 
component is located. The Attendant extension setting indicates to the Client component which 
telephone belongs to the attendant.
The Client component displays the incoming calls to the attendant’s telephone as a yellow Ringing 
Loop button on the Attendant window. If the attendant’s telephone is programmed to receive all the 
incoming calls for the company, (that is, as a main attendant), Attendant Console displays the calls.
Before the attendant can receive and make calls, you must set the attendant’s extension number 
through the Client component. The extension must be a valid extension on the Business 
Communications Manager system and must be the telephone at the attendant’s desk. 
						

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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 part-time main attendant setup 
is that the part-time setup has additional attendant options selected that allow notification of 
incoming calls when the attendant component is minimized. Refer to “
Full-time main attendant 
setup” on page17 and “Setting up other attendant features” on pag e20.
Backup attendant setup
A backup attendant is an attendant position that receives calls that are redirected from another 
attendant position. The backup attendant can at the same time operate as a main attendant, assistant 
attendant, or any combination of the attendant types.
You must set up Each Attendant PC that is set up to receive incoming calls to redirect the calls to 
the backup Attendant PC.
If the attendant needs to leave their position, they can activate the backup attendant position by 
clicking the Out button on the Attendant window. The Out button diverts calls to the backup 
attendant. After they click the Out button, the attendant can complete the calls currently in 
progress on the Attendant window. New calls appear on the absent main attendant’s PC and the 
backup attendant’s PC. Although the main attendant is out, the Client component can still process 
calls, if required.
To set up the backup attendant:
1On the To o l s menu click Options.
The Options dialog box appears with the Options tab open.
2In the Redirect calls to option in the Extension box, type the backup attendant’s extension 
number.
Note: The system can redirect calls to another Attendant Console 
attendant or any extension number in the company. 
						

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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 the overflow attendant until one of the 
main attendant’s six Loop buttons is available.
The overflow attendant can also operate as a main attendant, an assistant attendant or any 
combination of the attendant types.
After you set up an Attendant PC as the overflow, each Attendant PC that is set up to receive 
incoming calls must be set up to redirect calls to the overflow Attendant PC whenever overflow 
conditions exist. You must activate the overflow feature at each Attendant PC.
If all the Loop buttons are in use, the Loop overflow icon appears in the Attendant Status Bar and 
the overflow call goes to the specified extension. For more information on the Loop overflow icon, 
see “Status Bar” on page 25.
To set the overflow extension:
1On the To o l s menu, click Options.
The Options dialog box appears with the Options tab open.
2In the Redirect calls to option, in the Extension box, type the overflow attendant’s extension 
number.
3Select Call overflow occurs to redirect calls when all of the main attendant’s Loop buttons are 
busy with calls.
4Click the OK button.
Assistant attendant setup
An assistant attendant provides call coverage for one or more extensions in the system. You can set 
up an assistant attendant to monitor incoming calls to specific extensions. Set up an assistant 
attendant if an employee wants an assistant attendant, such as an administrative assistant, to 
answer the employees’ calls.
To set up an assistant attendant:
Note: The system can redirect calls to another Attendant Console 
attendant or any extension number. 
						

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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 extensions list.
To remove an extension from the Assigned extensions list, click the extension number in the 
Assigned extensions list and click