Nortel Business Communications Manager Attendant Console Instructions Manual

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Attendant Console User Guide
 
Assigned extension rings - The attendant is notified of calls to the assigned extensions.
or
My extension rings -The attendant is notified if their extension has an incoming call.
If both check boxes are clear, the attendant is not notified of calls when the window is 
minimized.
3Click the OK button.
When an outside call arrives for an assigned extension, a Call Notification dialog box appears 
to inform the assistant attendant of the call. Internal calls from an extension to an assigned 
extension are not displayed on the assistant attendant’s window.
Restoring the Attendant Console window
Part-time attendants can have the Attendant Console window minimized or under another window. 
The attendant can restore the Attendant Console window from the taskbar by clicking the 
Attendant Console taskbar button. A quicker method is to set the Attendant Console window to 
restore automatically.
The Client component can automatically restore the window when the attendant’s extension goes 
off-hook (“active”).
To set the Attendant Console window to restore automatically:
1On the To o l s menu click Options.
The Options dialog box appears with the Options tab open.
2In the Restore minimized Attendant screen when option, click the Call Answered on 
Attendant extension check box.
3Click the OK button.
When an outside call arrives for an assigned extension, a Call Notification dialog box appears to 
inform the assistant attendant of the call. Internal calls from an extension to an assigned extension 
are not displayed on the assistant attendant’s window.
Setting the Attendant Selected option
The Selected tab lets the attendant view a selected subset of the full directory. This is useful if the 
attendant’s incoming calls are directed to a limited number of extensions.
To display selected extensions in the Directory list of the Attendant Console window:
1On the To o l s  menu click Options.
The Options dialog box appears with the Options tab open.
2Click the Selected tab.
3To add an extension, click the extension you want in the All extensions list and click 
>> to 
copy it to the Selected extensions list. 
						

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

						

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Attendant Console User Guide
 
Chapter 3
Using the Attendant Console window
This section explains how to use the components of the Attendant Console window.
Components of the Attendant Console window
The Attendant Console window components are shown in Figure 2:
Figure 2   Attendant Console window components
title barmenu bar
Loop buttonstoolbar
Caller Information 
Directory optionsCall processing area
Status bar
Directory list 
						

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Title bar
The title bar is at the top of the Attendant Console window. At the top right side are the Windows 
standard Minimize, Maximize and Close buttons.
Menu bar
The menu bar is under the title bar and contains the File, Edit, View, Tools, Transfer, Caller, Target, 
Attendant and Help menus. Use these menus to access Attendant functions.
Toolbar
The toolbar is below the menu bar and contains several buttons that provide quick and easy access 
to some Attendant Console functions.
Loop buttons
The Loop buttons on the left of the Attendant Console window are labeled F1 to F6. You use the 
Loop buttons to answer calls. Each Loop button can handle a single call. The Loop buttons have 
colors and words that represent call activities. For example, a yellow Loop button with the word 
Ringing represents an incoming call at the attendant’s extension. For information on how to hide or 
display the Loop buttons, except for those that indicate call activity, refer to “View menu” on 
page 26.
Caller Information options
The Caller Information options area is in the top center of the Attendant Console window and 
displays information about the caller that is stored in the Business Communications Manager base 
unit database.
Call processing area
Use the Target list box and the Call Processing buttons at the top right of the Attendant Console 
window to make and transfer calls.
Directory list
The Directory list is at the bottom of the Attendant Console window and contains the components 
shown in Ta b l e 3. 
						

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Table 3   Directory options
Status Bar
To display the Status Bar:
1Click View and then click Status Bar.
The Status Bar contains the components shown in Ta b l e 4.
Table 4   Status bar components
Using the menu bar
The menu bar contains the menus on the Attendant Console window. Help tips appear in the Status 
bar at the bottom of the Attendant Console window if you move the mouse pointer over the 
commands in the menu.
File menu
The File menu contains:
Directory list displays the Name, Extension, Notes and Department of 
extensions. From the directory list you can select a name and 
number to appear in the Target list box. The Directory list also 
shows the telephone status icon and the person status icon for 
extensions.
Note and Status list boxes let you change the status of the employee and include a note for 
an extension.
Find and Department boxes
Show All and Edit buttonssearch for extensions and edit employee information and 
extension records.
Displays the functions of the toolbar button when you point 
to it.
The Loop Overflow icon appears if there are more calls 
waiting to be answered than available Loop buttons.
Appears if the Num Lock key is on.
Shows the date and time.
Exit closes the Client component. 
						

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Edit menu
The Edit menu contains:
View menu
The View menu contains:
Cut cuts selected text and moves it to the Clipboard.
Copy copies a selection of text and moves it to the Clipboard.
Paste inserts the Clipboard contents at the insertion point.
Dial Paste dials the number in the Clipboard. The number can include 
special characters such as hyphen, parenthesis, space or 
period.
Note: The Clipboard contents are added to any characters 
already in the Target list box. This lets you type a routing code in 
the Target list box and then click the Dial Paste button.
Transfer Paste transfers a call to the number in the Clipboard.
Caller Information opens the Edit Caller Information dialog box. The Edit button in 
the Caller Information list performs the same function. Refer to 
“The Edit Caller Information dialog box” on page 34 and 
“Maintaining caller information” on page 59.
Employee Information opens the Edit Employee Information dialog box. The Edit button 
in the Directory list performs the same function. Refer to “The 
Edit Employee Information dialog box” on page 38 and 
“Maintaining employee information” on page 62.
Toolbar shows or hides the toolbar.
Status Bar shows or hides the Status Bar.
Hide Loop Buttons shows or hides the inactive Loop buttons. When selected, only 
the active Loop buttons appear on the Attendant window. 
						

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Tools menu
The Tools menu contains:
Transfer menu
The Transfer menu contains:
Reports starts the Reports component.
Attendant Monitor opens the Attendant Monitor dialog box that displays diagnostic 
information sent by the Client component and received back 
from the Server component. The Attendant Monitor helps in 
troubleshooting. 
Log to File writes Client component activity and Server messaging to a log 
file. This is used for troubleshooting.
Options opens the Options dialog box, which has three tabs:
 the Options tab: lets you specify the Server ID, enter the 
Attendant extension, set the conditions for making the 
Attendant Console Attendant window appear, and set call 
redirection.
 The Assigned tab: lets you choose extensions to appear in 
the Directory List’s Assigned tab.
 The Selected tab: lets you select which extensions appear in 
the Directory List’s Selected tab.
For more information, refer to “Using the Directory options” on 
page 37.
1st Contact transfers the active call to the caller’s first contact.
1st Contact is enabled if there is an active call and a contact in 
the first box of the Contacts list.
2nd Contact transfers the active call to the caller’s second contact.
2nd Contact is enabled if there is an active call and a contact in 
the second box of the Contacts list. 
						

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Caller menu
The Caller menu contains:
3rd Contact transfers the active call to the caller’s third contact.
3rd Contact is enabled if there is an active call and a contact in 
the third box of the Contacts list.
Transfer to Target transfers the active call to the extension in the Target list box. 
The Transfer button performs the same function.
Screen Transfer screens a call transfer of an active call to the extension number 
in the Target list box. The caller is put on hold when you click 
Screen Transfer. The caller is connected when you click Transfer 
Now in the Screen Transfer dialog box. The Screen button 
performs the same function.
Refer to “Parking, holding and screening calls” on page 48.
Transfer to VMail transfers the active call to the voice message mailbox of the 
extension in the Target list box. The VMTransfer button performs 
the same function.
Answer Next answers the next call in the queue.
Hold places an active call on hold. The Hold button performs the 
same function. Refer to “Parking, holding and screening calls” 
on page 48.
Release disconnects the active call. The Release button performs the 
same function.
Park parks the active call so you can page the person whose 
extension is in the Target list box. A list of all parked calls 
appears in the Parked Calls dialog box when you click View 
Parked Calls on the Caller menu. You can retrieve the call from 
the View Parked Calls dialog box by pressing the Retrieve 
button. For more information on viewing parked calls, refer to 
“Parking, holding and screening calls” on page 48. The Park/
Page button performs the same function.
Join Caller connects two callers by joining the active call with the call on 
hold. Refer to “Linking and Joining calls” on page 52.
View Parked Calls opens the Parked Calls dialog box, which displays calls parked 
by all attendants. A call can be retrieved by any attendant or 
from any telephone on the Business Communications Manager 
base unit. For more information, refer to “Linking and Joining 
calls” on page52. 
						

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Ta r g e t  m e n u
The Target menu contains:
Attendant menu
The Attendant menu contains:
Help menu
Call initiates a call from the attendant extension to the number in the 
Target list box. The Call button performs the same function.
Voice Call places a voice call from the Attendant to the extension in the 
Target list box. For more information, refer to “Contacting 
employees using Voice Call” on page 51.
Dial DTMF Tones dials DTMF-tone digits to the external number in the Target list 
box. This must be used in conjunction with the Link button and 
with outdialing on an active line to access other systems or 
carriers (for example, Centrex).
Link accesses (hookflash) Centrex or CO line features (such as 
off-premise transfer or conference) or other systems or carriers 
while on an incoming call. Click the Link button while on an 
incoming call to place the caller on hold and generate a Link 
signal (also called flash or recall) on the active line. The DTMF 
button is used with the Link button to outdial the digits in the 
Target list box. For more information, refer to “Linking and 
Joining calls” on page 52.
In toggles with the Out command. When set to In, the attendant is 
taking calls.
Out toggles with the In command. When set to Out, the attendant is 
not taking calls. Calls that ring at the attendant’s telephone are 
forwarded to the backup attendant position.
Note: To redirect calls to a backup extension, on the Tools menu 
click Options. Set redirect options in the Options dialog box. 
						

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The Help menu contains:
Using keyboard shortcuts
You can use the keyboard to do many tasks quickly in Attendant Console. There are three kinds of 
keyboard shortcuts. The first two are standard to Windows. The third shortcut is unique to 
Attendant Console. The keyboard shortcuts are:
 Access keys, which are the letters underlined in menu names and commands. For more 
information, refer to “
Access keys” on page 30.
 Shortcut keys defined on the menus. For more information, refer to “
Shortcut keys defined on 
the menus” on page 30.
 Shortcuts initiated by pressing the Alt key and another key. For more information, refer to 
“
Shortcuts initiated by pressing the Alt key and another key” on pag e31.
Access keys
In Attendant Console, each menu name and each command in the menu has an underlined letter 
called an access key.
To use the Access keys:
1Press the Alt key.
This gives you access to the menu names in the menu bar.
2Press the Access key for the menu name. For example, to open the Edit menu, press Alt and 
then E.
3Press the Access key for the desired command. For example, to select Caller Information from 
the Edit menu, press I and the Edit Caller Information dialog box appears.
Shortcut keys defined on the menus
Shortcut key combinations are shown beside some menu commands. When you use the Ctrl key 
and another key, press Ctrl key while you press the other key. The additional shortcut keys are 
shown in Ta b l e 5 to Ta b l e 7.
Tip of the Day shows or hides the Tip of the Day dialog box when Attendant 
starts.
Attendant Help displays Help files.
About Attendant displays program information, revision number, copyright 
information, and system information.