Nortel Business Communications Manager Attendant Console Instructions Manual

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2Click the New Caller button.
This clears only the Name box in the Edit Caller Information dialog box. The other boxes do 
not change.
3In the Name list box type the new caller’s name.
4Click the Save button when you are done to save the record.
To create a new caller record when there are no active calls:
1On the Attendant Console window, in the Caller Information options, click the Edit button.
The Edit Caller Information dialog box appears.
2Click the New Caller button.
A new blank caller record is created with a new Record Number assigned.
3Type the desired information in the boxes.
4Press the Save button to save the new caller record.
To create a new caller record associated with an existing Caller ID when there are no active calls:
1On the Attendant Console window, in the Caller Information options, click the Edit button.
The Edit Caller Information dialog box appears.
2Click the Find button. 
The Find dialog box appears.
3In the Name box type the name of another caller from the same company and click the OK 
button.
4Click the New Name button.
The Name box clears. The other boxes do not change.
5Type the new caller’s name.
6Click the Save button.
The record is saved in the database.
7Click the Close button.
If you click the Close button without clicking the Save button, the Edit Caller Information 
dialog box closes without saving the changes.
Finding and editing caller information
You can edit caller information at any time and save the changes.
To find caller information:
1In the Attendant Console window, in the Caller Information options, click the Edit button.
The Edit Caller Information dialog box appears. 
						

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2Click the Find button.
The Find dialog box appears. Use the Find dialog box to find a caller’s name in the database.
3In the Name box, type the first letter or letters of the caller’s last name.
If the caller’s first name is used instead of their last name, type the first letter or letters of the 
caller’s first name.
4Click the OK button or press the Enter key.
The Find dialog box closes.
5Any matching names appear in the Name list box of the Edit Caller Information dialog box.
If there is more than one name, a list appears below the Name box.
6Click the caller name you want to edit.
The information about the caller appears in the Edit Caller Information dialog box.
To edit a caller’s record:
1Make sure the caller name you want to edit appears in the Edit Caller Information dialog 
box. Click the box you want to edit and make the change. Repeat if needed.
2Click the Save button to save the changes to the database.
3Click the Close button to close the Edit Caller Information dialog box.
To delete a caller record:
1In the Attendant Console window, in the Caller Information options, click the Edit button.
The Edit Caller Information dialog box appears.
2Make sure the caller name you want to delete appears.
3Click the Delete Caller button.
The record that appears in the Edit Caller Information dialog box is deleted from the database.
Maintaining employee information
When Attendant Console is installed, employee information is provided by the Business 
Communications Manager base unit. This information appears in the Directory list box in the 
bottom center of the Attendant Console window.
The Directory list box has four tabs that display lists of employees. They are the Full, BLF (Busy 
Lamp Field), Assigned and Selected tabs. For further information, refer to “Search and edit 
functions in the Directory options” on page 37.
Note: If you answer a call and then open the Edit Caller Information 
dialog box without first selecting a name from the Name box list, you 
must click the Edit button twice. 
						

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Using the Directory list
Information in the Directory list appears in ascending order (1 to 9 or A to Z). Sorting is based on 
the contents of one column at a time. If there are different forms of information in the same 
columns, priority is given in the following order: no information entered (blank), numeric, then 
alphabetic. For example, if you sort a Name column that contains both names and extension 
numbers, the extension numbers appear before the names.
You can sort Directory information by column by clicking any column heading. For example, to 
sort the directory by extension, click the Ext column heading. The listing appears with the 
extensions in numerical order.
To sort a column of information in the Directory:
1Click the tab you want to sort, either Full, Selected or Assigned.
Information in the BLF tab view appears in the same order you select for Full view.
2Click the column heading you want to sort, either Name, Ext, Notes or Department.
Finding an employee record
You can search for an employee by name, by department or by an individual within a department.
You can search by an employee’s name two different ways:
 on the Edit Employee Information dialog box click the Edit button and then click the Find 
button 
 on the Attendant Console window, in the Directory list box, click the Find button
To search by name:
1In the Attendant Console window, in the Directory options, click the Edit button.
The Edit Employee Information dialog box appears. For more information, refer to “The Edit 
Employee Information dialog box” on page 38.
2Click the Find button.
The Find dialog box appears. 
						

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3In the Name box, type the first letter or letters of the employee’s last name.
If the employee’s first name is used instead of their last name, type the first letter or letters of 
the employee’s first name.
4Click the OK button or press the Enter key.
The Find dialog box closes. Any matching names appear in the Name box of the Edit 
Employee Information dialog box.
To search by name on any Directory list box on the Attendant window:
1In the Find box on the Attendant Console window type the first letter(s) of the person’s last or 
first name, according to how names are listed in the Directory list’s Name column.
2Click the Find button.
Any names that match the letter(s) you enter appear in a list in the Full tab Directory view.
To search by department:
1In the Directory options, click Department list box arrow.
A list of the departments associated with extensions appear in the list. The name of the 
department for each extension appears in the Edit Employee Information dialog box.
2Select the department name from the list and the department name appears in the Department 
box.
3Click the Find button.
Any extensions that match the department appear in a list in the Full tab Directory view.
To search for an individual in a department:
1In the Department box select a department.
2In the Find box type the person’s name.
3Click the Find button.
Any extensions that match the name in the department appear in a list in the Full tab Directory 
view.
Resetting the Full tab view
You can reset the Full tab view to the default display.
To reset the Full tab view:
1In the Directory options, click the Show All button.
The Full tab view shows the extensions, names, notes and department information.
Note: A department search takes priority over a name search. 
						

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2Click the Show All button to return to the Directory view after you perform a search.
Editing employee information
You can edit employee information by adding or changing an extension, changing the person status 
of an extension or by creating a new name for an extension.
To add or change an extension:
1In any Directory tab view (Full, BLF, Selected or Assigned), click the extension in the 
Directory list for which you wish to change or add information.
2In the Directory options, click the Edit button.
The Edit Employee Information dialog box appears. Use this dialog box to create or edit 
information in the employee database.
3Enter the new information in any of the boxes that can be edited.
4Click the Save button.
The changes are made to the database and to the employee’s extension in the Directory.
5Click the Close button to close the Edit Employee Information dialog box.
To change the person status of an extension:
1In any of the Directory views (Full, BLF, Assigned or Selected), click the extension.
2From the Status list box select None, Not at desk or Out of office.
The status you choose appears beside the name.
There is no icon for None. Instead, a blank space appears next to the person’s telephone status if 
you select it. If you select Out of office the Out of office icon appears  . If you select Not at 
desk the Not at desk icon appears   .
Do not type in the Status box.
Creating a new name for an extension
You can change the name of an employee assigned to an extension.
To create a new name for an extension:
1In the Directory options, click the Edit button.
The Edit Employee Information dialog box appears.
2Click the New Name button.
3Type the new employee’s name.
4Click the Save button when you are done.
Using the Make Caller button
Use this function if an employee calls from a customer’s office. 
						

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To assign the name of an employee to a caller record:
1In the Directory list, select the employees extension or type the employee’s extension number 
in the Ta r g e t  list box.
2Click the Make Caller button.
The name of the employee is assigned to the caller record and is not saved as a customer 
record.
Adding notes to employee records
You can add a note to an employee record by selecting a note from a list or typing a personal note. 
The note appears in the Notes column under Directory in the Attendant window.
To select from the list of notes:
1Click an extension number in the Full, Assigned or Selected Directory views.
2From the Note list box, click the applicable note.
The note appears in the Directory list’s Notes column.
To type a note:
1Click an extension number in the Full, Assigned or Selected Directory views.
2In the Note list box type a note.
3Press the Enter key.
The note appears in the Directory list’s Notes column.
To save employee edit changes:
Note: To delete a Note, delete the information in the Note list box and 
then press the Enter key. 
						

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1On the Edit Employee Information dialog box click the Save button.
The changes made to the boxes in the Edit Employee Information dialog box for the employee 
highlighted in the Directory list are saved to the database. After you click the Save button, the 
Edit Employee Information dialog box remains open.
To close the Edit Employee Information dialog box without saving changes:
1Click the Close button.
The Edit Employee Information dialog box closes.
Note: If you click the Close button without clicking the Save button, the 
Edit Employee Information dialog box closes without saving the 
changes. 
						

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Chapter 6
Generating reports
Attendant Console collects information about incoming calls and tracks how calls are processed. 
Use the information from the Reports component to help spot trends and prevent problems.
You can use the caller-related information in Reports to:
 increase sales opportunities
 improve productivity
 reduce expenses
 streamline operations
For example, the Calls by Customer report shows how callers from your company’s top customers 
are handled. It shows if calls are handled by employees or are routed to Business Communications 
Manager Voice Messaging.
Report types
There are three report types:
 Calls by Customers
 Calls to Employees
 Extension Directory
Calls by Customers report
The Calls by Customers report shows how your employees handle calls from your customers. Each 
employee report can identify as many customers as necessary. The Calls by Customers report 
shows:
 the number of calls taken by the employee
 the number of calls routed to Business Communications Manager Voice Messaging
 the number of calls handled by others
 the total calls from each customer
Calls to Employees report
The Calls to Employees report shows the type of calls employees receive over a defined time 
period. This report can spot caller abuse such as too many personal calls, and misdirected calls 
such as calls from customers routed to the wrong person or department. This report lists the type of 
call across the top and names of employees down the left side. Each Caller Type has a column for 
the number of calls and percent. The total of all calls and percent are shown separately. 
						

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Extension Directory report
The Extension Directory report lists the employees in the Attendant Console database and the 
information in their call record.
Using the Reports window
To open the Reports window:
1On the Attendant window click Tools and then click Reports.
The Reports window opens.
The Reports window contains the Database, Information, Period, Employees and Customers list 
boxes and a report viewing area. The Reports window menus are File, Edit, View and Help.
Use the Create Report, Page  and Print buttons to define the type of report you create. 
You can manipulate the preview image after you create a report.
Database box
The Database box contains information on selecting a database.
Information list box
The Information list box contains the report type information. 
Click the Select button to open the Open dialog box. Select a 
Microsoft Access database. For more information about 
databases and how to locate the database (.mdb) file, refer to 
“Loading the database” on page 73.
Type the path name of an Attendant Console database in the 
Current Database box.
The Report Type is available if you type a valid 
Microsoft Access database in the Current Database 
box.
If you select a repor t type, a description of the report 
type appears in the Description area.