Nortel Business Communications Manager Attendant Console Instructions Manual

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Attendant Console User Guide
 
Table 5   Edit Menu shortcut keys
Table 6   Transfer Menu shortcut keys:
Table 7   Caller Menu shortcut keys
Shortcuts initiated by pressing the Alt key and another key
You can access Call handling functions directly from the Attendant window by pressing the Alt 
key and the underlined keys in the commands. You must press the Alt key while you press other 
key. For example, to place an active call on Hold, press the Alt key and press H.
Using right-click capability
Right-click capability lets you process calls faster by minimizing mouse movement. You can use 
right-click capability to:
 originate a call
 transfer a call
 screened transfer
 transfer a call to voice message mailbox
 link transfer
 park a call and page an employee
 camp a call on an extension
To use right-click capability:
1Click a name or extension in the Directory list and right-click (see Figure 3).
A list of call processing commands appears.
2Click one of the call processing commands.
Cut Ctrl+X
Copy Ctrl+C
Pa st e C t r l +V
Dial Paste Ctrl+D
Transfer Paste Ctrl+T
1st Contact F9
2nd Contact F10
3rd Contact F11
Transfer to Target Num Pad+
Screen Transfer Ctrl Num Pad+
Answer Next Esc
Hold Ctrl+H
Release F12 
						

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Figure 3   Right-click capability
Using the toolbar
The toolbar contains several buttons that provide quick and easy access to some of the Attendant 
Console functions.
To display the toolbar:
1Click the View menu and then click Toolbar.
The toolbar is displayed across the top of the Attendant window below the menu bar.
The toolbar buttons are:
Use the In and Out buttons to indicate whether or not you can 
take calls.
Use the Link button to access Centrex or CO line features (such 
as off-premise transfer or conference) or other systems or 
carriers while on an outside call. For more information, refer to 
“Linking and Joining calls” on page 52.
Use the DTMF button to dial DTMF-tone digits to the external 
number in the Target list box. This must be used with the Link 
button and with outdialing on an active line to access other 
systems or carriers such as Centrex. This button also sends 
special characters (such as * and #) from the Target list box to 
other services such as Interactive Voice Response (IVR) and 
Business Communications Manager messaging services. 
						

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Attendant Console User Guide
 
Words and colors on Loop buttons:
Using Caller Information options
Caller Information options are in the top center of the Attendant Console window. When you 
answer a call, the Caller Information options show information about the caller.
Use the Join button to connect two callers by joining the active 
call with the call that is on hold at the Attendant Console. Refer 
to “Linking and Joining calls” on page 52.
Use the View Parked button to display the Parked dialog box, 
which lists parked calls. Calls can be parked and retrieved from 
any telephone connected to your Business Communications 
Manager base unit. Refer to “Parking calls and paging 
employees” on page48.
Use the Voice Call to initiate a call from the attendant’s 
telephone to the speaker of another telephone without causing 
the telephone to ring. Refer to “Parking calls and paging 
employees” on page48.
Six Loop buttons, labeled F1 to F6, are used to answer calls. 
Each Loop button represents call. The color of the Loop button 
and the word that appears shows the type of call activity 
occurring. 
You can display or hide Loop buttons. On the View menu click 
Hide Loop Buttons. When a check mark appears, only active 
Loop buttons appear. When Hide Loop Buttons is not selected, 
all the Loop buttons appear.
A yellow Loop button with the word Ringing appears when an incoming call 
rings at the attendant’s extension.
A green Loop button with the word Active appears when a call is answered 
by the attendant. Only one Loop button is active at one time.
A blue Loop button with the words On Hold appears when a call is on hold 
at the attendant’s extension.
An orange Loop button with the word Callback appears when a call returns 
to the attendant from the Target extension.
A red Loop button with the word Ringing appears when a call rings at an 
Assigned extension.
Grey Loop buttons appear when the Loop button is inactive and when Hide 
Loop Buttons is not selected. 
						

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Caller Information options include:
 Name, Caller Type list boxes (Unclassified, Personal, Employee, Vendor, or Customer), 
Company and Note boxes
 Contacts boxes that display the three numbers the caller most frequently calls in your company
The following buttons appear in the Caller Information options:
The Edit Caller Information dialog box
Use the Edit Caller Information dialog box to change or add information about callers. 
To access the Edit Caller Information dialog box:
opens the Edit Caller Information dialog box. Refer to 
“Maintaining caller information” on page 59.
places the active call on Hold.
disconnects the active call.
places the active call in park and opens the Page dialog box so 
that you can page the person whose extension is in the Target 
list box. 
Refer to “Parking calls and paging employees” on page 48. 
						

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Attendant Console User Guide
 
1Below the Caller Information options, click the Edit button.
The Edit Caller Information dialog box appears.
The Edit Caller Information dialog box contains the following boxes:
 The following buttons appear in the Edit Caller Information dialog box:
Name contains the caller’s name. A first time caller name is the Caller ID name 
provided by the telephone company. You can change this Caller ID name 
to the caller’s name.
Caller Type contains the classification of the caller. There are five types: 
Unclassified, Personal, Employee, Vendor and Customer.
Company contains the name of the company associated with the caller. The Caller 
ID name automatically appears in this box. You can edit the name here 
or in the Caller Information options.
Phone contains the telephone number of the caller.
City, State/Province, and 
ZIP/Postal Codecontains the caller’s address.
Caller ID Name and 
Caller ID Numbercontains information provided through subscription by the public 
switched telephone network.
Record Number contains a unique caller record identifier number. You cannot change the 
information in this box.
Contacts lists the caller’s three most frequently called persons in your company.
 
saves the caller record displayed in the boxes of the Edit Caller 
Information dialog box to the database.
closes the Edit Caller Information dialog box without saving the 
changes to the record. 
						

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Using the call processing area
The call processing area is at the top right of the Attendant window and includes:
 the Target list box
 the Transfer, Page, VMTransfer, Screen, Call, Camp On and Link Transfer buttons.
The following buttons are in the call processing area: 
opens the Find dialog box in the Edit Caller Information dialog 
box.
creates a blank caller record that you can add information to.
creates a new name caller record using an existing caller record. 
All boxes except the Name box contain the existing caller 
information. You must enter a new name.
deletes caller record displayed in the Edit Caller Information 
dialog box from the database.
Use the Target list box to enter the extension or telephone 
number to call.
transfers the active call to the extension number in the Target list 
box. 
						

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Attendant Console User Guide
 
Using the Directory options
The Directory options are at the bottom of the Attendant Console window. They contains tabbed 
directories that show views of the extensions on the Business Communications Manager telephone 
system. The Directory options also contain buttons and boxes for searching and editing extension 
and employee information.
Search and edit functions in the Directory options
The buttons and boxes in the Directory options are used to search for and edit employee 
information that appears in the Directory list:.
screens a call transfer of an active call to the extension number 
in the Target list box. Click the Screen button and the caller is put 
on hold. The caller is connected to the Target extension when 
you click Transfer Now in the Screen Transfer dialog box.
opens the Page dialog box.
makes a call from the attendant’s extension to the number in the 
Target list box.
transfers the active call to the voice message mailbox of the 
extension in the Target list box so the caller can leave a 
message.
places a call on hold at the target extension.
accesses Centrex or CO line features (such as off-premise 
transfer or conference) or other systems or carriers while on an 
outside call. It is also used to tone dial the digits in the Target list 
box.
indicates the status of the employee. When you 
select a category from the list box, a 
corresponding icon appears in the first column 
of the Directory list. The available category are: 
None, Not at Desk and Out of Office.
used to enter information about individual 
employees.
changes the caller or Caller ID record to an 
employee record if an employee calls in from 
outside. This prevents an employee name from 
appearing in the caller record related to the 
Caller ID name or number. 
						

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The Edit Employee Information dialog box
This dialog box appears when you click the Edit button in the Directory option. Use the Edit 
Employee dialog box to change or add information about employees. For further information, refer 
to “Maintaining employee information” on page 62.
finds names of individual employees or groups 
of employees by department. The Find box finds 
employee by name. The Department box finds 
employees by department. Type the first few 
letters of the name in the Find box and click the 
Find button. Names that start with the letters 
appear in the Directory list. To search by 
department, select a department from the 
Department list box and then click the Find 
button. Employees in the selected department 
appear in the Directory list.
resets the Full tab Directory view to display all 
names and extensions.
opens the Edit Employee Information dialog box. 
If you select a name or extension in the 
Directory list, information about to that name or 
extension appears in the dialog box. If you do 
not select a name or extension, the Edit 
Employee Information dialog box is empty. You 
can also access the Edit Employee Information 
window by clicking the Edit menu and clicking 
Employee Information. Refer to “The Edit 
Employee Information dialog box” on page 38 
and “Maintaining employee information” on 
page 62. 
						

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Attendant Console User Guide
 
The Edit Employee Information dialog box contains the following boxes that you can edit, unless 
indicated otherwise:
The following buttons appear in the Edit Employee Information dialog box:
Name contains the employee’s name or the extension number if a name is not 
entered.
Type contains the classification of the employee record. “Employee” is the 
default.
Department contains the employee’s depa rtment name.
Phone contains the employee’s telephone number. You cannot edit this box.
City contains the employee’s city.
State/Province displays the state or province of the employee.
ZIP/Postal Code displays the ZIP code or Postal Code of the employee.
Assistant Extension displays the extension of the person who handles calls for the extension 
when the employee cannot.
Record Number displays a unique record identifier number. You cannot edit this box.
Voice Mail displays the voice message mailbox extension of the employee. You 
cannot edit this box.
Contacts lists the employee’s three most frequently called persons or extensions 
in the Company.
saves the employee information displayed to the database.
closes the window without saving the record.
opens the Find dialog box in the Edit Employee Information 
dialog box. Refer to “Maintaining employee information” on 
page 62.
creates a new name for the extension and does not change the 
other boxes. 
						

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Directory list
Directory list tab views
There are four Directory list views that are accessed by clicking tabs. They are:.
Directory list employee and extension information
Each Directory list tab view shows the following employee and extension information..
Full displays extensions connected to the Business Communications Manager base 
unit, including wireless Companion telephones, Business Communications 
Manager Voice Messaging extensions and Hunt group extensions. This view 
displays the maximum amount of extension and employee information allowed in 
the Directory list.
BLF displays extensions connected to the Business Communications Manager base 
unit, including wireless Companion telephones, Business Communications 
Manager Voice Messaging extensions and Hunt group extensions. This view 
displays only the person status icon, telephone status icon and employee name. 
This allows more extensions to be displayed at once.
Assigned displays specific extensions for which an assistant attendant is responsible. Like 
the Full tab view, the Assigned tab view displays the maximum amount of 
extension and employee information allowed in the Directory list. Extensions are 
assigned or removed from the Assigned tab view in the Options dialog box. 
Refer to “Assistant attendant setup” on page 19.
Selected displays a subset of the Full tab extensions. The Selected tab view displays the 
maximum amount of extension and employee information allowed in the 
Directory list. Selected extensions are useful if the attendant directs incoming 
calls to a limited number of extensions and wants to display only those 
extensions. Extensions are added or removed from the Selected tab in the 
Options dialog box.
Note: The first two columns are not labeled and contain only icons, not 
text
person status 
iconThis is the leftmost column in the Directory list views and does not have a 
column heading. It can contain an icon or be blank. The person status icon 
shows the location of the employee. Refer to “
Search and edit functions in the Directory options” on page 37.