Nortel Enterprise Edge Attendant Console Instructions Manual

Maintaining caller and employee information  71
P0908544 Issue 02 Enterprise Edge Attendant Console User Guide
To change the Person status of an extension:
1. In any of the Directory views (Full, BLF, Assigned or Selected), click the 
extension.
2. From the Status list box select None, Not at desk or Out of office.
The status you choose appears as an icon in the Directory view to the left of the 
extension Name.
There is no icon for None. Instead, a blank space appears next to the person’s 
telephone...

72  Maintaining caller and employee information
Enterprise Edge Attendant Console User Guide P0908544 Issue 02Adding 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:
1. Click an extension number in the Full, Assigned or Selected Directory views.
2. From the Note list box, click the applicable note.
The note appears...

Maintaining caller and employee information  73
P0908544 Issue 02 Enterprise Edge Attendant Console User Guide
To save employee edit changes:
1. In 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...

74  Maintaining caller and employee information
Enterprise Edge Attendant Console User Guide P0908544 Issue 02 

P0908544 Issue 02 Enterprise Edge Attendant Console User Guide
Generating reports
Enterprise Edge Attendant Console automatically 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
• lower expenses
• streamline operations
For example, the report Calls by Customer shows how...

76  Generating reports
Enterprise Edge Attendant Console User Guide P0908544 Issue 02
Extension Directory report
The Extension Directory report lists the employees who are in the Enterprise Edge 
Attendant Console database and the information in their call record.
Working with the Reports window
To open the Reports window:
1. On 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...

Generating reports  77
P0908544 Issue 02 Enterprise Edge Attendant Console User Guide
Period list box
Note:The Period list box is active if:
• you select a valid database
and
• you select a Report Type requires you to define a Report Period.
opens the One Week dialog box from which you can specify 
a report period with a duration of one week (Sunday through 
Saturday).
opens the One Month dialog box. This dialog box lets you 
select a one-month Report Period.
shows the date of the beginning of the report...

78  Generating reports
Enterprise Edge Attendant Console User Guide P0908544 Issue 02
Employees and Customers options
Use these options to define customers or employees to generate a report for.
The Employees and Customer options contain
Note:The All and Select options for Employees or Customers are available only 
if you select a valid database, if you select the report period, and if you select 
a Report Type that uses the category Employees or Customers.
Customers and Employees Selection dialog box...

Generating reports  79
P0908544 Issue 02 Enterprise Edge Attendant Console User Guide
Creating and viewing reports
Use the Reports component to generate quality reports for analyzing telephone use 
at your organization. The following section provides the steps required to generate 
reports, including:
• selecting the database
• selecting a report type 
• setting the report period
• selecting employees and customers
• creating and previewing the report
• printing the report
Loading the database
Enterprise...

80  Generating reports
Enterprise Edge Attendant Console User Guide P0908544 Issue 02
Selecting a report type
After you load a database, decide what type of report to produce.
To select a report type:
1. From the Report Type list box select your report.
Setting the report period
Some reports require a report period. The report period defines the time span for 
which data is considered. If you choose a report type that does not require a report 
period, the Period list box is inactive. The report period...