Nortel Business Communications Manager Attendant Console Instructions Manual

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To place a call on Hold at an active extension:
1With an active call on the Loop button and the employee’s extension in the Target list box, 
click the Camp On button.
When the active call is camped on the Target list box extension (placed on hold at the Target 
extension), the Loop button becomes idle.
2The camped call sends a message with tones to the employee either on or off the telephone, 
indicating a call is camped on their extension.
To retrieve a call on Hold:
1Click the blue Loop button labeled On Hold.
The Caller Information boxes show all of the information related to this call.
2Respond to the call accordingly.
Screening calls
You can screen calls by asking an employee whether they want to talk to the caller.
To screen and transfer a call:
1Click the Screen button.
The active call goes on hold. The Loop button changes color to blue. The extension rings and 
the Screen Transfer dialog box appears.
2Ask the person being called if they can take the call. If the answer is yes click the Transfer 
Now button and the call transfers. If the answer is no follow steps 3 to 5.
3Click the Cancel button.
4Click the Loop button on which the call is being held to reconnect with the caller.
5Process the call accordingly.
Contacting employees using Voice Call
You can use this feature as an intercom to talk directly through the speaker of the employee’s 
telephone. 
						

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To  u s e  t h e  Vo i c e Call button:
1In the Ta r g e t list box type or enter the extension of the employee.
2On the toolbar, click  .
3Speak to the employee through the speaker in their telephone.
Linking and Joining calls
Using Attendant Console, you can create conference calls linking or joining calls. Use the DTMF 
button to transfer or link calls on Centrex lines.
To use the DTMF button with an active incoming call on a Loop button:
1On the toolbar click  .
The active incoming call is placed on hold. 
2In the Ta r g e t  list box type an outside telephone number.
3On the toolbar click  .
The number in the Target list box is dialed out with DTMF tones on the same CO line on 
which the active incoming call arrived.
4Click the Release button and the incoming call transfers to the outside telephone number 
(using the telephone company’s Centrex capability). The Attendant disconnects from the call 
and the Loop button becomes idle.
Joining a call on hold
To Join a call on hold on a Loop button with an active call on another Loop button:
1On the toolbar click   .
2Drag the “Join” cursor to the Loop button on which the call is held. 
3Click the Loop button holding the call.
The two callers connect, the Attendant releases from the active call and both Loop buttons 
become idle.
Creating a conference call
To create a conference 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 Link button to set up a conference call between the incoming call, the outgoing call 
and the Attendant. 
						

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4When the conference call is finished, click the Release button to disconnect from the call.
Handling a callback call
There are two types of calls that return to Attendant Console:
 an unanswered transfer call
 a call that the called person returns to you for attendant handling
Responding to a callback that an extension did not answer
A callback can be a call that is sent to an extension, or a call that is not answered and returns to 
you.
The callback is indicated by:
The Callback button displays the name and extension from which the call is returned and other call 
related information. This lets you personalize how you handle the call.
To respond to a Callback call:
1Click the Callback button.
The Caller Information list box shows the information originally displayed so that you can process 
the call accordingly, such as transfer to Business Communications Manager Voice Messaging, park 
the call, page the called person, and so on.
Responding to a callback that a called party returned
A call that the called person decides not take can be handled by you according to instructions that 
you or your company establish. This type of call is similar to a Callback to the attendant. The 
called person can press a telephone display button to give one of the following pre-set prompts:
 Hold. You ask the caller to hold for a moment.
 Assist. You send the call to the called party’s assistant.
Note: To disable the Link Transfer button, on the Tools menu click 
Options. The Options dialog box appears. Select Disable Link Transfer 
Option. 
						

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 IntAct. You tell the caller that the person they called is on the line and ask if they wish to 
interrupt the call.
Either Hold, Assistant or IntAct is displayed below the Callback button.
To respond to a Callback call that a called person returns:
1Click the Callback button.
The Caller Information list box shows the information originally displayed.
2Advise the caller according to the message that appears.
To process a Hold call:
1Advise the caller that the employee requests that they hold.
2In the Ta r g e t list box enter the employee’s extension.
3Click the Camp On button.
The call is camped to the called employee’s extension.
To process an Assist call:
1Tell the caller that the employee is temporarily unable to take calls and requests that calls are 
routed to the Assistant extension.
2Click the Edit menu and then click Employee Information.
The Employee Information dialog box appears and the assistant’s number appears in the 
Assistant Extension box.
3Click the Close button to return to the Attendant window.
4In the Ta r g e t list box enter the assistant’s extension number.
5Transfer the call to the assistant’s extension number.
To process an IntAct call:
1Tell the caller that the employee is on another call but can be interrupted.
2If the caller agrees, enter the employee’s extension in the Ta r g e t list box.
3Transfer the call back to the extension.
Making a call from the attendant’s extension
As the attendant, you can call any extension in the company and any outside number. The 
telephone number you type in the Target list box ignores special characters such as hyphens, 
parentheses, blank spaces and commas. However, to reach special services such as Interactive 
Voice Response systems (IVR) you can type special characters (*, #, P, and W) in the Target list 
box and these characters can be dialed using  on the toolbar. 
						

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To place a call to an extension or outside number:
1When there is no active call, type or select an extension or outside number in the Ta r g e t list 
box.
2Press 
Enter on the keyboard.
A call is made to the extension or outside number.
To transfer a call to an extension:
1Place or type an extension in the Target list box when there is an active call.
2Press Enter on the keyboard.
The call transfers to the extension.
If you select an entry in the Directory or in the Contacts box, the extension number also appears in 
the Target list box. If the Target is an extension, the person status icon for the person appears to the 
left of the Target list box. To the right of the Target the person’s telephone status icon appears.
To make a call to an inside extension:
1Make sure that the number you want to call appears in the Ta r g e t  list box. You can type the 
extension in directly or select it from the Directory list.
For further information, refer to “Using the Directory Find box” on pag e46.
2Click the Call button or press the Enter key to make the call.
To make a call to an outside number:
1In the Ta r g e t  list box type the same digits you would dial if you were using your telephone.
2Click the Call button or press the Enter key.
Handling calls at an employee’s telephone
Attendant Console has features that let employees handle calls at their telephones.
After a call routes to an extension, a low-level tone alerts the called person they have an incoming 
call, even if they are on their telephone. The name of the caller appears in the display of the called 
party’s telephone for a few seconds.
If the called person is using a Business Communications Manager two line display telephone they 
can use the display buttons to:
 talk to a caller
 send a call to the attendant who then asks the caller to hold 
 send a call to Business Communications Manager Voice Messaging
 join a call with the current call 
						

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 send a call back to the attendant to ask the caller if they wish to interrupt the current call
 send a call back to the attendant who then routes it to an assistant attendant
To talk to a caller:
1Press the 
Talk display button to automatically connect with the call, or pick up the handset.
If the telephone is in use, press the 
Talk display button to put the first call on hold and connect 
the new caller.
To send a call to the attendant who then asks the caller to hold:
1Press the 
Hold display button.
This delivers a pre-set message to the attendant. The attendant asks the caller to hold for the 
called person and camps the call to the called person’s extension.
2The called person sees the call camped on their telephone and handles the call.
To send a call to Business Communications Manager Voice Messaging:
1Press the VM (Voice Messaging) display button on the telephone.
The call transfers to the called person’s voice message mailbox.
To join a call with the current call:
1Press the 
Join display button to conference the caller in with your current call.
The called person can see the caller’s name or Caller ID name in the display of the telephone 
and decide whether to include the caller in the current call.
To send a call to the attendant who then asks the caller if they want to interrupt:
1Press the 
IntAct display button.
This delivers a pre-set message to the attendant who asks the caller if they want to interrupt the 
employee.
2If yes, the attendant transfers the call back to the employee.
3The calling party’s name appears in the display of the called person’s telephone for 
approximately 20 seconds. To answer the call that the attendant transfers back, press the Ta l k 
display button.
To send a call back to the attendant who then routes it to an assistant attendant:
1Press the 
Assist display button.
This delivers a pre-set message to the attendant. The attendant tells the caller that the called 
person is temporarily unable to take calls and requests that they are transferred to an Assistant 
extension.
Note: Press the Next display button to see more than the first two 
options that appear. 
						

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2The attendant refers to the Assistant extension box in the Edit Employee Information dialog 
box and enters the Assistant extension number in the Ta r g e t  list box.
3The attendant transfers the call to the Assistant extension. 
						

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Chapter 5
Maintaining caller and employee information
Attendant Console manages both caller and employee information.
Maintaining caller information
When a caller contacts your company, information about the caller from the Attendant Console 
database appears in the Caller Information list box of the Attendant window. Either the caller is 
already in the database, or other employees of the callers company may  be in the database.  
Alternatively, the caller and the company may be new.
Creating a new caller record
New caller records are created in the following ways:
 automatically, during an active call, the first time Caller ID information is received by the 
Client component. You can customize the new caller record during the active call or later.
 when you create a new caller record from an existing one
 when you create a new blank caller record
When a call comes in, Attendant Console checks the Caller ID from the telephone company to see 
if the number has previously called. If there is a record that the number has called before, 
information from the caller database appears in the Caller Information list box on the Attendant 
Console window. The Name list box displays the names of callers on record that are associated 
with the incoming Caller ID. There can be several callers from the same telephone number calling 
if they are employees at the same company. For more information, refer to “The Edit Caller 
Information dialog box” on pag e34.
If you select the name of the caller from the list, the Caller Information list box displays 
information about the caller.
To create a new caller record from an active call:
1Click the Ringing Loop button to answer the incoming call.
Information in the database about the caller appears in the Caller Information list box on the 
Attendant Console window.
Note: The caller record is not saved if you click the Release button 
without processing the call. 
						

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2In the Caller Information list box click Edit.
The Edit Caller Information dialog box appears.
3Click the New Caller button.
This clears all the boxes in the Edit Caller Information dialog box and lets you create a new 
caller record.
4In the Name list box, type the caller’s name in the format of last name first, space, then first 
name.
5From the Caller Type list box, select a Caller Type, either Unclassified, Personal, Employee, 
Vendor or Customer.
6In the Company box, type the caller’s company’s name.
7Click the Save button to save the information.
If you click the Close button without saving, the message, “Do you want to save the current 
record?” appears. Click the Ye s button to save the record.
8After you enter caller information, process the call by:
 transferring the call to the called party. Refer to
“Transferring a call” on pag e47.
 placing the call on hold. Refer to “Parking, holding and screening calls” on page 48.
 transferring the call to Business Communications Manager Voice Messaging. Refer to 
“Transferring a call” on pag e47.
 parking the call and paging the called party. Refer to “Parking calls and paging employees” on 
page 48.
To create a new name caller record from an existing caller record:
1On the Attendant Console window, in the Caller Information options, click the Edit button.
The Edit Caller Information dialog box appears.