Nortel Enterprise Edge Attendant Console Instructions Manual

							P0908544 Issue 02 Enterprise Edge Attendant Console User Guide
Understanding Enterprise Edge Attendant 
Console
Enterprise Edge Attendant Console is a client/Enterprise Edge server software 
application that consists of the following three interrelated components:
• Server component. Refer to Server component
 on page 11
• Attendant component. Refer to Attendant component
 on page 11
• Reports component. Refer to Reports component
 on page 12
Server component
The Server component communicates with your Enterprise Edge server initiating 
Enterprise Edge telephone functions such as transferring calls, placing calls on hold 
and parking calls.
The Server component communicates with one or more Attendant components. An 
Attendant component can be either on the same PC as the one with the Server 
component or on a separate PC connected via a Local Area Network (LAN).
The Server component receives:
• notification of all incoming calls
• status changes of all telephones attached to the Enterprise Edge server
The Server component collects and manages call-processing information in a 
database that can be used for reporting purposes.
Attendant component
The Attendant component has an easy-to-use graphical user interface. The 
Attendant window displays information about incoming callers and includes a 
Company Directory with employee names, telephone status (such as On-hook, Off-
hook, Do Not Disturb and Call Forward) and personal status (None, Not at desk and 
Out of office). The Directory can be searched from the Attendant window.
Attendant PCs can be either main, assistant, overflow or backup. For more 
information, refer to Types of attendant setups
 on page 17. Incoming calls can be 
transferred to an extension, a voice message mailbox or an external number.
You can set up more than one attendant your company with . You can also set up 
Enterprise Edge Attendant Console to provide call coverage for assigned groups of 
employees. In this setup, you are notified of calls to assigned employees and can 
answer calls when the employees cannot.
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Reports component
The Reports component provides information about incoming calls to your 
company. Reports can help you identify trends and find answers to questions before 
they become problems. You can request a report from any PC with an Attendant 
component and view the report in the Reports window or print it on an attached 
printer.
Enterprise Edge Attendant Console features
There are many features and benefits associated with Enterprise Edge Attendant 
Console.
Easy to use, time saving Graphical User Interface (GUI)
Enterprise Edge Attendant Console has a GUI that is uncomplicated compared with 
other attendant consoles, without sacrificing sophisticated features. You can easily 
select the correct buttons to process incoming calls. Very few key strokes are 
required for most everyday activities. For example, answering an incoming call and 
transferring it to an extension usually requires only two steps: clicking a Loop 
button to answer the call and double-clicking the icon beside the called party’s 
name to transfer the call.
The GUI provides you with at-a-glance information about the progress and status 
of calls. Even before a call is answered, you are provided with advance information 
about the call and caller, including the caller’s telephone number and the length of 
time that the caller is waiting. If calls transfer back to you, the Attendant window 
immediately displays the status of the call.
The readily available on-line help ensures that Enterprise Edge Attendant Console 
is easy to learn and to use.
Because performing normal attendant functions is faster with a GUI, you can do 
other tasks.
Advanced software capabilities
Here are some of Enterprise Edge Attendant Console’s advanced software 
capabilities:
Visual call announcing and 
controlEven when a telephone is busy with a call, an attendant can 
send caller information to the telephone’s two-line display area. 
Using display buttons, the person called can control the call 
accordingly. This means that important calls are not lost.
Backup attendant Incoming calls can be quickly and easily transferred to a backup 
attendant sitting at a different location than the main attendant. 
This means that the backup attendant does not have to leave 
their desk to cover for the main attendant.
Overflow attendant Overflow calls are transferred to an overflow attendant. 
Consequently, calls are not lost during busy periods. 
						

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Attractiveness of PC compatibility
Enterprise Edge Attendant Console combines telecommunications with personal 
computing to make the attendant’s job easier, faster and more efficient.
Attendant types
Each PC that has the Attendant component installed is set up to handle calls either 
as a main attendant, overflow attendant, backup attendant or assistant attendant. 
Each attendant type gives you flexibility in responding to calls. This ensures that all 
calls can be handled in a professional and timely manner. For detailed information 
about attendant setups, refer to Types of attendant setups
 on page 17.
Reports Enterprise Edge Attendant Console gives you reports that help 
you obtain information such as the number of incoming calls 
and who answers the calls. This information shows the calling 
trends in the business and the performance of the telephone 
system.
Ability to handle growth A one-time purchase of Enterprise Edge Attendant Console is 
often all that is needed. If you want to add more attendant 
positions as the company grows, Enterprise Edge Attendant 
Console is easily expandable.
Use of existing hardware There is no need for you to purchase additional dedicated 
hardware to obtain the power of Enterprise Edge Attendant 
Console. If you have the minimum computer requirements, all 
you need is the software and a hardware enabler that allows 
your computer to communicate with the Enterprise Edge server.
Multi-tasking Enterprise Edge Attendant Console works in a multi-tasking 
environment. You can use your PC for other tasks such as word 
processing in addition to attending to calls. You can quickly 
switch from PC tasks to the Attendant window if there is an 
incoming call. 
						

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Enterprise Edge Attendant Console User Guide P0908544 Issue 02 
						

							P0908544 Issue 02 Enterprise Edge Attendant Console User Guide
Getting started
After your Enterprise Edge Attendant Console system is set up and checked by the 
installer or System Administrator, you can use the Enterprise Edge Attendant 
Console components. Before you handle calls, make sure you know how to start and 
quit Enterprise Edge Attendant Console on your PC. For information on starting the 
components for the first time, refer to Initializing and configuring the Attendant 
component on page 16.
Starting the Attendant component
For information about changing the Attendant window settings refer to Initializing 
and configuring the Attendant component on page 16.
To start the Attendant component and open the Enterprise Edge Attendant Console 
Attendant window:
1. On the Attendant PC, click Start and point to Programs, point to Nortel 
Networks, point to Attendant Console and then click Attendant.
The Enterprise Edge Attendant Console Attendant taskbar button appears on 
the taskbar. The Enterprise Edge Attendant Console Attendant window appears 
with the Tip of the Day window over it.
2. On the Tip of the Day window click the Close button.
Minimizing and maximizing the Attendant window
You can minimize and maximize the Attendant window depending on your needs.
To minimize the Attendant window:
1. In the title bar click Minimize   . The Attendant window minimizes.
To maximize the Attendant window:
1. On the taskbar, click the Enterprise Edge Attendant Console Attendant 
taskbar button.
The Attendant window returns to regular size.
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Quitting the Attendant component
To quit the Attendant component:
1. On the File menu click Exit
or
on the title bar click the Close box.
A message appears asking if you want to quit Enterprise Edge Attendant 
Console.
2. Click the Yes button.
You can also shut down the Attendant component from the Windows taskbar by 
right-clicking the Enterprise Edge Attendant Console Attendant taskbar button 
and clicking the Close button.
Initializing and configuring the Attendant component
Each PC that has the Attendant component installed must be set up to handle calls 
either as a full-time main attendant, part-time main attendant, backup attendant, 
overflow attendant or assistant attendant.
Starting the Attendant component for the first time
To start and set up the Attendant component:
1. On the taskbar, click Start, point to Programs, point to Enterprise Edge 
Attendant Console and click Attendant. 
The Attendant component starts. The first time the Attendant component is 
started after installation, the Enter Attendant Options dialog box appears.
2. In the Attendant Extension box type the extension number of the attendant.
3. If the network has more than one Enterprise Edge Attendant Console Server 
running, you must enter the Server ID for the Enterprise Edge server you want 
to use in the Server ID box.
The Server ID refers to the Windows TCP/IP host name of the Server PC. For 
information about how to determine the Server ID, refer to Determining the 
TCP/IP host name of a Server PC in the Enterprise Edge Attendant Console 
Installation Guide. If there is only one Enterprise Edge Attendant Console 
Server running, leave this box blank and the Attendant component 
automatically connects to that Server component.
4. Click the OK button.
The Tip of the Day dialog box appears over the Enterprise Edge Attendant 
Console Attendant window. 
						

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5. Click the Close button to see the Enterprise Edge Attendant Console Attendant 
window.
When the setup is complete, the Directory list displays the Enterprise Edge 
extensions connected to the Enterprise Edge server.
Types of attendant setups
Each PC that has the Attendant component installed must be set up to handle calls 
either as a main attendant, overflow attendant, backup attendant or assistant 
attendant.
Full-time main attendant setup
The full-time main attendant setup is intended for a telephone operator that has the 
Attendant window always visible on their PC. There can be more than one full-time 
attendant.
Every Attendant component must have the Server ID and Attendant extension 
options set correctly for the Attendant component to function. The Server ID 
indicates to the Attendant component where the Server component is located. The 
Attendant extension setting indicates to the Attendant component which Enterprise 
Edge telephone belongs to the attendant. 
						

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The Attendant component displays all incoming calls to the attendant’s telephone 
as a yellow Ringing Loop button on the Attendant window. If the attendant’s 
telephone is programmed to receive all the incoming calls for the company, (that is 
as a main attendant) Enterprise Edge Attendant Console Attendant displays those 
calls.
Before the attendant can receive and make calls, you must set the attendant’s 
extension number through the Attendant component. The extension must be a valid 
extension on the Enterprise Edge system and must be the telephone at the 
attendant’s desk.
To set or change the attendant’s extension number:
1. On the To o l s  menu click Options. 
The Options dialog box appears with the Options tab open.
2. In the Attendant option, in the My Extension box, type the extension number 
of the attendant’s telephone.
3. Click the OK button.
Part-time main attendant setup
The part-time main attendant can answer incoming calls and performs tasks on the 
PC such as word processing.
The difference between the full-time main attendant setup and the part-time main 
attendant setup is that the part-time setup has additional Attendant options selected 
that allow notification of incoming calls when the attendant component is 
minimized. Refer to Full-time main attendant setup
 on page 17 and Setting up other 
attendant features on page 21.
Backup attendant setup
A backup attendant is an attendant position that receives calls that are redirected 
from another attendant position. The backup attendant can at the same time operate 
as a main attendant, assistant attendant, or any combination of the attendant types.
Each Attendant PC that is set up to receive incoming calls must be set up to redirect 
the calls to the backup Attendant PC.
Note:Calls can be redirected to another Enterprise Edge Attendant Console 
attendant or any Enterprise Edge extension in the company.
If the attendant needs to leave their position, they can activate the backup attendant 
position by clicking the Out button on the Attendant window. The Out button 
diverts calls to the backup attendant. After clicking the Out button, the attendant can 
complete the calls currently in progress on the Attendant window. New calls appear 
on the absent main attendant’s PC and also appear on the backup attendant’s PC. 
Although the main attendant is out, the Attendant component can still process calls, 
if required. 
						

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To set up the backup attendant:
1. On the Tools menu click Options.
The Options dialog box appears with the Options tab open.
1. In the Redirect calls to option in the Extension box, type the backup 
attendant’s extension number.
2. Click the OK button.
The main attendant can redirect their calls to the backup attendant by clicking the 
Out button. The main attendant can click the In button to resume receiving calls at 
their PC.
Overflow attendant setup
An overflow attendant receives calls that are redirected from another attendant 
position where there are more incoming calls than Loop buttons. For example, if a 
main attendant is already handling six incoming calls, the next call is redirected to 
the overflow attendant until one of the main attendant’s six Loop buttons is 
available.
The overflow attendant can also operate as a main attendant, an assistant attendant 
or any combination of the attendant types.
After you set up an Attendant PC as the overflow, each Attendant PC that is set up 
to receive incoming calls must be set up to redirect calls to the overflow Attendant 
PC whenever overflow conditions exist. You must activate the overflow feature at 
each Attendant PC.
Note:Calls can be redirected to another Enterprise Edge Attendant Console 
attendant or any Enterprise Edge extension.
If all the Loop buttons are in use, the Loop overflow icon appears in the Attendant 
Status Bar and the overflow call goes to the specified extension. For more 
information on the Loop overflow icon, see Status Bar
 on page 27.
To set the overflow extension:
1. On the Tools menu, click Options.
The Options dialog box appears with the Options tab open.
2. In the Redirect calls to option, in the Extension box, type the overflow 
attendant’s extension number.
3. Select Call overflow occurs to redirect calls when all of the main attendant’s 
Loop buttons are busy with calls.
4. Click the OK button. 
						

							20  Getting started
Enterprise Edge Attendant Console User Guide P0908544 Issue 02Assistant attendant setup
An assistant attendant provides call coverage for one or more extensions in the 
system. You can set up an assistant attendant to monitor incoming calls to specific 
extensions. Set up an assistant attendant if an employee wants an assistant 
attendant, such as an administrative assistant, to answer the employees’ calls.
To set up an assistant attendant:
1. On the Tools menu, click Options.
The Options dialog box appears with the Options tab open.
2. In the My extension box, type the assistant attendant’s extension.
3. Click the OK button.
To add or remove an assistant attendant’s assigned extensions:
1. On the Tools menu, click Options.
The Options dialog box appears with the Options tab open.
2. Click the Assigned tab.
To add an extension, click the extension you want in the All extensions box and 
click 
>> to copy it to the Assigned extensions list.
To remove an extension from the Assigned extensions list, click the extension 
number in the Assigned extensions list and click