Nortel Enterprise Edge Attendant Console Instructions Manual

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To transfer a call to an outside number:
1. With an active incoming call on Enterprise Edge Attendant Console, in the 
Ta r g e t list box type an outside telephone number.
2. Click the Link Transfer button.
The Loop button label shows Active, and the number in the Target list box is 
tone dialed.
3. Click the Release button and the incoming call transfers to the outside 
telephone number.
The Attendant disconnects from the...

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.
3. Click a call in the Parked calls list and then click the appropriate zone in the 
Page zones list.
4. Click the Page button.
The Console Message box appears and the speakers on the telephones in the 
selected zone emit a low-level audible tone.
5. Speak into the headset or handset, depending on your setup. When you are 
finished, click the OK button. 

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To retrieve a parked call:
1. On the Caller menu, click View Parked Calls.
The Parked Calls dialog box appears.
2. In the Parked Calls list click the parked call.
3. Click the Retrieve button.
or
1. On the toolbar, click  .
2. In the Parked Calls list select the parked call.
3. Click the Retrieve button.
To view all parked calls that are still in park:
1. On the Caller menu, click View Parked Calls. 
The Parked Calls dialog...

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Placing and retrieving calls on hold
Calls can be placed on Hold and retrieved quickly.
To put an incoming call on hold:
1. Click the Ringing Loop button.
2. Click 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 label changes to Hold 
and the Loop button color changes to blue.
To place a call on Hold at an active extension:
1....

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Screening calls
You can screen calls by talking with the employee and asking whether they want to 
talk to the caller.
To screen/transfer a call:
1. Click the Screen button.
The active call goes on hold. The Loop button changes color to blue. The 
extension rings and the Screened Transfer dialog box appears.
2. Ask the person being called if they can take the call. If the answer is yes click 
the Transfer Now button and the...

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Linking and Joining calls
Using Enterprise Edge Attendant Console, you can link calls to create conference 
calls or have callers join existing calls to also create conference calls.
Note: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:
1. On the toolbar click  .
The active incoming call is placed on hold. 
2. In the Target list box type an...

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Handling a callback call
There are two types of calls that return to Enterprise Edge Attendant Console:
• a call that is not answered at the extension to which it was transferred
• 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...

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To respond to a Callback call that a called party returned:
1. Click the Callback button.
The Caller Information list box shows the information originally displayed.
2. Advise the caller according to the pre-set message that appears.
To process a hold call:
1. Advise the caller that the employee requests that they hold.
2. In the Target list box enter the employee’s extension.
3. Click the Camp On button.
The call is camped...

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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 does not require 
special characters such as a hyphen, a parenthesis, a blank space or a comma 
(special characters are ignored). However, to reach special services such as 
Interactive Voice Response systems (IVR) you can type special...

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Managing calls at the employee’s telephone
Enterprise Edge Attendant Console has features that let employees manage their 
calls from their telephones.
After a call is routed to an extension, a low-level audible 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 area of the called party’s telephone for a few 
seconds.
The called...