Nortel Business Communications Manager Attendant Console Instructions Manual

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Attendant Console User Guide
 
The other columns in the Directory list are:
Sorting information in the Directory list tabs
You can sort the employee information in the Directory list tabs by extension, name, notes or 
department. In the Full, Assigned and Selected views, the information appears in columns with 
headings.
To sort alphabetically by Name, Notes or Department:
In the Directory list, click either the Name, Notes or Department column heading. The 
information sorts alphabetically by the column you select.
To sort by extension:
In the Directory list, click the Ext column heading. The information sorts numerically by 
extension.
telephone status 
iconThis is the second column from the left in the Directory list views and does not 
have a column heading. The telephone icons show the current status of the 
telephones connected to the Business Communications Manager base unit. 
They also show additional information such as whether the extension is ready to 
receive calls or is on Do Not Disturb (DND). The telephone icons are:
Available for 
callsDo Not Disturb Call Forwarded
On-hook
Off-hook
Note: A Hunt Group is a group of telephones that can be called by a 
single number. Hunt Groups are configured in your Business 
Communications Manager base unit. The telephone status icon for a 
Hunt Group extension is blue and always indicates on-hook.
Name  the first labeled column on the left, containing the names of employees.
Ext contains telephone extensions.
Notes  displays additional information about the employee that the attendant enters. 
Notes can be edited only from the Notes list box at the top of the Directory dialog 
box.
Department  displays the name of the depar tment to which the employee belongs. Enter the 
depar tment by clicking the Edit button, clicking Employee Information and using 
the Edit Employee Information dialog box. Refer to “Maintaining employee 
information” on page 62. 
						

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Attendant Console User Guide
 
Chapter 4
Handling calls
With Attendant Console you can manage calls using a mouse or a keyboard. When a call comes in, 
you can respond to the caller using either a telephone or a headset. If you use a headset your hands 
are free to use your PC.
The basic steps in processing an incoming call with Attendant Console include:
 answering a call. Refer to “Answering calls as an attendant” on pag e43.
 finding the called person’s extension and placing it in the Target list box. Refer to “Finding the 
called person’s extension and placing it in the Target list box” on page 45.
 transferring a call. Refer to “Transferring a call” on page47.
Other telephone functions include:
 parking the incoming call and paging the employee. Refer to “Parking, holding and screening 
calls” on page 48.
 linking and joining calls. Refer to “Linking and Joining calls” on page 52.
 handling a callback call. Refer to “Handling a callback call” on pag e53.
 making a call from the attendant’s extension. Refer to “Making a call from the attendant’s 
extension” on pag e54.
 managing calls at the employee’s telephone. Refer to “Handling calls at an employee’s 
telephone” on page55.
The following steps explain how you handle calls as an attendant using the Attendant window. For 
further information about the Attendant window, refer to “Components of the Attendant Console 
window” on page 23.
Answering calls as an attendant
The Attendant Console window uses six Loop buttons to answer calls. Each Loop button can 
handle a single call in progress. The color of the Loop button changes depending on the activity.
To show or hide inactive Loop buttons:
On the View menu click Hide Loop Buttons.
If the Loop buttons are hidden, they appear when a call occurs. If the Loop Overflow icon appears 
on the Status Bar there are more than six calls.
A new incoming call appears as a yellow Loop button that displays the word Ringing. Information 
about the call appears beside the Loop button to assist you with personalized call processing: 
						

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 the function key name above the Loop button, (F1 in the example) shows the key on the PC 
keyboard that relates to the ringing Loop button.
 the timer above the Loop button shows in minutes and seconds how long the call is active.
 the company name to the right of the Loop button shows the company that is calling. The 
company name is either from the caller database or from Caller ID. If you do not have Caller 
ID, this line of display is blank. You can enter or edit a company name using the Caller 
Information list box.
 The Caller ID name on the second line of the information to the right of the Loop button, 
shows the Caller ID number provided by the telephone company. If you do not have Caller ID, 
this line of display is blank.
 The bottom line of information to the right of the Loop button shows the name of the Business 
Communications Manager base unit server line that carries the call.
To answer an incoming call:
1A Loop button turns yellow displays the word Ringing. You can respond to a call in one of four 
ways:
 Click the yellow Ringing Loop button.
 Press the function key on the PC keyboard (for example F1), shown above the Loop button.
 Press the Esc key.
 Press the associated intercom or line key on your telephone.
The Loop button becomes green and displays the word Active.
2Answer the call with your company greeting. If you are answering a call from this number or 
company for the first time, you can enter caller information. For further information, refer to 
“The Edit Caller Information dialog box” on page 34. If this is not the first time you have 
answered a call from this number or company, refer to “Finding the called person’s extension 
and placing it in the Target list box ” on page45.
To release or hang up a call:
Click the Release button.
The call disconnects and the Loop button becomes idle.
Note: Server line names are programmed in your Business 
Communications Manager base unit by your telephone administrator. 
						

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Finding the called person’s extension and placing it in the Target list 
box
After you answer a call, find and click the called extension to put it in the Target list box.
There are four ways to locate the correct extension when you are ready to process a call, including:
“Using the Contacts boxes” on page 45
“Using the Directory tab views” on page 46
“Using the Directory Find box” on page 46
“Using the Department list box” on pag e47
Using the Contacts boxes
The Contacts boxes contain the extension numbers and names of the three most frequently called 
parties that the caller requests. These caller contacts are listed from most frequently to least 
frequently called.
To the left of each Contact box is the current person status icon for that contact, and to the right of 
each Contact box is that person’s telephone status icon.
To transfer a caller to one of the three most frequently called parties:
1Double-click the telephone status icon.
The call is forwarded to that extension.
Note: If your Business Communications Manager base unit is shared by 
two or more companies, the telephone administrator can associate the 
names of each company with their hardware lines. This means that you 
can tell which company is being called before answering the call. 
						

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Using the Directory tab views
The tab views in the Directory dialog box show information about extensions.
To search by extension or name:
1Click the Full, BLF, Assigned or Selected tab.
2Click the extension, the name or the department of the employee being called in the list. The 
name or extension number appears in the Target list box.
3Click the Tr a n s f e r  button.
Using the Directory Find box
Use the Directory Find box to search by name.
To search by Name and move the target extension to the Target list box:
1In the Find box, type the first letter or letters of the person’s last name or first name, depending 
on how the employee names are entered. For example, if they are entered “Jane Doe”, type “j”. 
If they are entered “Doe, Jane”, type “d”.
2Click the Find button.
Any matching names are displayed in a list under the Full tab.
3In the Directory list, click the name of the employee being called.
The name appears in the Target list box.
4To restore all names in the Full tab view, click the Show All button.
After the search result is shown in the Full tab view, the BLF, Selected and Assigned tab views 
remain unchanged. 
						

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Using the Department list box
You can search for a name by department from the Full tab using the Department list box.
To search by department:
1Click the arrow of the Department list box.
The list appears displaying the departments associated with extensions.
2Click a department name from the list and the department name appears in the Department list 
box.
3Click the Find button.
The extensions that match the department appear in a list under the Full Directory tab view.
4In the Directory list box, click the name of the employee being called.
The name appears in the Target list box. The search result is shown in the Full tab view. The 
BLF, Selected and Assigned tab views remain unchanged.
5To restore all names in the Full tab view, click the Show All button.
Transferring a call
You can transfer an active call to an extension using the Contacts box, the Target list box or the 
Directory dialog box. You can also transfer a call to a voice message mailbox.
To transfer using the Contacts box:
Double-click the telephone status icon to the right of the Contacts box.
The call transfers to the displayed extension.
Note: Department names for each extension are created in the Edit 
Employee Information dialog box. 
						

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To transfer using the Target list box:
Make sure the extension in the Target list box is correct. Double-click the telephone status icon 
beside the Target list box or click the Tr a n s f e r button. You can also click the Target list box and 
press the Enter key on the keyboard.
The call transfers to the displayed extension.
To transfer using the Directory list:
Double-click the telephone status icon or the name of the person to whom you are transferring the 
call. The call transfers.
To transfer a call to the voice message mailbox of the extension in the Target list box:
1Type the extension number of the employee in the Ta r g e t  list box.
2Click the VMTransfer button.
The call transfers and the Loop button becomes idle.
To transfer a call to an outside number:
1With an active incoming call on Attendant Console, in the Ta r g e t list box type an outside 
telephone number.
2Click the Link Transfer button.
The Loop button label shows Active, and the number in the Target list box is tone dialed.
3Click the Release button and the incoming call transfers to the outside telephone number.
The Attendant disconnects from the call and the Loop button becomes idle.
Parking, holding and screening calls
With BCM Attendant Console you can screen calls for a called person, place the calls on hold and 
park calls so that you can page the called person. You can also talk to the employee in intercom 
mode using Voice Call.
Parking calls and paging employees
The Park/Page feature lets you place a call on hold and page the employee. You can also use this 
method to page an employee when there is no active call.
Note: You can make the VMTransfer button inactive when a 
non-Business Communications Manager Voice Messaging system is 
attached to the Business Communications Manager base unit. 
						

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To park a call and page an employee:
1In the Ta r g e t list box type the extension of the called person.
If there is no active call and you want to page an employee, type or select the extension of the 
person being paged in the Target list box.
2Click the Park/Page button.
The Page dialog box appears. The Page dialog box shows all parked calls and all page zones so 
that you can page the called person.
.
3Click a call in the Parked calls list and then click the appropriate zone in the Page zones list.
4Click the Page button.
The Console Message box appears and the speakers on the telephones in the selected zone 
emit a low-level tone.
5Speak into the headset or handset, depending on your setup. When you are finished, click the 
OK button.
To retrieve a parked call:
1On the Caller menu, click View Parked Calls.
The Parked Calls dialog box appears.
2Select the parked call. 
						

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3Click the Retrieve button.
or
1On the toolbar, click  .
The Parked Calls dialog box appears.
2Select the parked call.
3Click the Retrieve button.
To view parked calls:
1On the Caller menu, click View Parked Calls. 
The Parked Calls dialog box appears, displaying:
 the park number of the call
 the caller’s name (from the Name box of the Caller Information list box)
 the name or extension of the called employee
2Click the Close button.
The Parked Calls dialog box closes.
Placing and retrieving calls on hold
Calls can be placed on Hold and retrieved quickly.
To put an incoming call on hold:
1Click the Ringing Loop button.
2Click the Hold button or click another Ringing Loop button.
The previous call is put on hold.
When the active call is placed on hold, the Loop button displays the words On Hold and the 
Loop button color changes to blue.