Nortel Enterprise Edge Attendant Console Instructions Manual

1-800-4 NORTEL
www.nortelnetworks.com
© 1999 Nortel Networks
P0908544 Issue 02
Enterprise Edge Attendant Console
User Guide 

P0908544 Issue 02 Enterprise Edge Attendant Console User Guide
Contents
Chapter 1 Introduction to Enterprise Edge Attendant Console 7
About this guide 8
Conventions 8
Naming of window components 8
Using the keyboard to navigate Enterprise Edge Attendant Console 8
Processing a call with right-click capability 10
References 10
Chapter 2 Understanding Enterprise Edge Attendant Console 11
Server component 11
Attendant component 11
Reports component 12
Enterprise Edge Attendant Console features 12
Easy to...

4  Contents
Enterprise Edge Attendant Console User Guide P0908544 Issue 02
Using the menu bar 28
File menu 28
Edit menu 28
View menu 29
Tools menu 29
Transfer menu 30
Caller menu 31
Target menu 32
Attendant menu 32
Help menu 33
Using the toolbar 33
Using Caller Information options 35
Using the call processing area 37
Using the Directory options 38
Search and edit functions in the Directory options 38
Directory list 41
Chapter 5 Handling calls 45
Answering calls as an attendant 45
Finding the called...

Contents  5
P0908544 Issue 02 Enterprise Edge Attendant Console User Guide
Chapter 6 Maintaining caller and employee information 63
Maintaining caller information 63
Creating a new caller record 63
Finding and editing caller information 66
Maintaining employee information 67
Working with the Directory list 68
Finding an employee record 68
Editing employee information 70
Chapter 7 Generating reports 75
Report types 75
Calls by Customers report 75
Calls to Employees report 75
Extension Directory report 76...

6  Contents
Enterprise Edge Attendant Console User Guide P0908544 Issue 02 

P0908544 Issue 02 Enterprise Edge Attendant Console User Guide
Introduction to Enterprise Edge Attendant 
Console
Enterprise Edge Attendant Console is an application that provides centralized call 
management and call activity reporting capability to a business. Enterprise Edge 
Enterprise Edge Attendant Console runs on one or more Pentium
®-class personal 
computers (PCs).
You can customize the way Enterprise Edge Attendant Console is set up to suit your 
company’s call management requirements. A...

8  Introduction to Enterprise Edge Attendant Console
Enterprise Edge Attendant Console User Guide P0908544 Issue 02
About this guide
This document describes how Enterprise Edge Enterprise Edge Attendant Console 
works and how to use it in your company. The instructions in this guide are intended 
for experienced PC users. The Enterprise Edge Attendant Console User Guide is 
organized as follows:
Conventions
Naming of window components
Refer to Components of the Attendant window
 on page 25 for window...

Introduction to Enterprise Edge Attendant Console  9
P0908544 Issue 02 Enterprise Edge Attendant Console User GuideAccess keys
In Enterprise Edge Attendant Console, each menu name and each command in the 
menu has an underlined letter called an Access key.
To use the Access keys:
1. Press the Alt key.
This gives you access to the menu names in the menu bar.
2. Press the Access key for the menu name. For example, to open the Edit menu, 
press Alt then E and the Edit menu is displayed.
3. Press the Access...

10  Introduction to Enterprise Edge Attendant Console
Enterprise Edge Attendant Console User Guide P0908544 Issue 02
Processing a call with right-click capability
Right-click capability helps you process calls faster by minimizing mouse 
movement. You can use right-click capability for these call processing options:
• 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...