Nortel Enterprise Edge Attendant Console Instructions Manual

							Getting started  21
P0908544 Issue 02 Enterprise Edge Attendant Console User Guide
Setting up other attendant features
Call notification
There are two ways Enterprise Edge Attendant Console can notify an attendant of 
incoming calls:
• If an attendant keeps the Attendant window minimized and works on other 
tasks, they are notified of incoming calls with a Call Notification dialog box. 
The attendant can answer the call by clicking Take on the dialog box or ignore 
the call and let another attendant answer it.
• If the Attendant window is not minimized, the attendant is notified of an 
incoming call by Ringing Loop button.
To activate call notification:
1. On the Tools menu click Options.
The Options dialog box appears.
2. In the Pop “Call Notification” dialog box when list, click either check box:
Assigned extension rings - The attendant is notified of calls to the assigned 
extensions.
or
My extension rings -The attendant is notified when their own extension has an 
incoming call.
If both check boxes are clear, the attendant is not notified of calls when the 
window is minimized.
3. Click the OK button.
When an outside call arrives for an assigned extension, a Call Notification dialog 
box appears to inform the assistant attendant of the call. Internal calls from an 
extension to an assigned extension are not displayed on the assistant attendant’s 
window. 
						

							22  Getting started
Enterprise Edge Attendant Console User Guide P0908544 Issue 02Automatically restoring the Attendant window when a call comes in
Part-time attendants can have the Attendant window minimized or under another 
window. The attendant can restore the Attendant window from the taskbar by 
clicking the Enterprise Edge Attendant Console Attendant taskbar button. A 
quicker method is to set the Attendant window to restore automatically.
The Attendant component can automatically restore the window when the 
attendant’s extension goes off-hook (“active”).
To set the Attendant window to restore automatically:
1. On the Tools menu click Options.
The Options dialog box appears with the Options tab open.
2. In the Restore minimized Attendant screen when option, click the Call 
Answered on Attendant extension check box.
3. Click the OK button.
When an outside call arrives for an assigned extension, a Call Notification dialog 
box appears to inform the assistant attendant of the call. Internal calls from an 
extension to an assigned extension are not displayed on the assistant attendant’s 
window.
Setting the Attendant Selected option
The Selected tab lets the attendant can view a selected subset of the full directory. 
This is useful if the attendant’s incoming calls are directed to a limited number of 
extensions.
To display selected extensions in the Directory list of the Attendant window:
1. On the To o l s  menu click Options.
The Options dialog box appears with the Options tab open.
2. Click the Selected tab.
3. To add an extension, click the extension you want in the All extensions list and 
click 
>> to copy it to the Selected extensions list.
To remove an extension from the Selected extensions list, click the extension 
number in the Selected extensions list and click 

						

							Getting started  23
P0908544 Issue 02 Enterprise Edge Attendant Console User GuideSetting Transfer options for the voice message mailbox and linking
If your Enterprise Edge server is not connected to a Centrex switch or is not 
connected to Enterprise Edge Voice Messaging, you can disable the Link Transfer 
or VM Transfer buttons on the Attendant window.
To disable the Transfer Options:
1. On the Tools menu click Options.
The Options dialog box appears with the Options tab open.
The Transfer Options are in the bottom right of the dialog box.
2. Select the Disable VM Transfer check box to disable the VM Transfer button
or
select the Disable Link Transfer check box to make disable the Link Transfer 
button.
If they are disabled the buttons appear dimmed on the Attendant window. You can 
re-enable the buttons by clearing the check mark from the appropriate check box. 
						

							24  Getting started
Enterprise Edge Attendant Console User Guide P0908544 Issue 02 
						

							P0908544 Issue 02 Enterprise Edge Attendant Console User Guide
Using the Attendant window
This section explains how to use the buttons and options on the Enterprise Edge 
Attendant Console Attendant window with the mouse and the keyboard.
Components of the Attendant window
The Enterprise Edge Attendant Console Attendant window contains:
Components of the Attendant window
Title bar
The title bar is at the top of the Attendant window. The program icon that appears 
on the left side of the title bar when clicked contains: Restore, Move, Size, 
Minimize, Maximize, and Close. The telephone icon and the program title, 
Enterprise Edge Attendant Console Attendant is displayed. On the right side are the 
Windows standard Minimize, Maximize and Close buttons.
4
title barmenu bar
Loop buttonstoolbar
Caller Information 
options
Directory optionsCall processing area
Status bar
Directory list 
						

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Enterprise Edge Attendant Console User Guide P0908544 Issue 02
Menu bar
The menu bar is under the title bar and contains the File, Edit, View, Tools, 
Transfer, Caller, Target, Attendant and Help menus. Use these menus to access 
Attendant functions.
Toolbar
The toolbar is under the menu bar and contains several buttons that provide quick 
and easy access to some Enterprise Edge Attendant Console functions.
Loop buttons
The Loop buttons on the left of the Attendant window are labeled F1, F2 and so on, 
and are used to answer calls. Each Loop button can handle a single call. The Loop 
button has a color and a word that represents its type of call activity. For example, 
a yellow Loop button with the word Ringing represents an incoming call at the 
attendant’s extension. For information on how to hide or display the Loop buttons 
except for those that indicate call activity refer to View menu
 on page 29.
Caller Information options
The Caller Information options is in the top center of the Attendant window and 
displays information about the caller that is stored in the Enterprise Edge server 
database.
Call processing area
Use the Target list box and the Call Processing buttons at the top right of the 
Attendant window to make and transfer calls. 
						

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P0908544 Issue 02 Enterprise Edge Attendant Console User Guide
Directory list
The Directory list is at the bottom of the Attendant window and has three sections:
Status Bar
To display the Status Bar:
1. Click View and then click Status Bar.
The Status Bar contains:
Directory list displays the Name, Extension, Notes and Department of 
extensions. From the directory list you can select a name and 
number to appear in the Target list box. The Directory list 
also shows the telephone status icon and the person status 
icon for extensions.
Note and Status list boxes let you change the status of the employee and include a note 
for an extension.
Find and Department boxes
Show All and Edit buttonssearch for extensions and edit employee information and 
extension records.
Displays the functions of the toolbar button when you 
point at it.
The Loop Overflow icon appears if there are more calls 
waiting to be answered than available Loop buttons.
Appears if the Num Lock key is on.
Shows date and time. 
						

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Enterprise Edge Attendant Console User Guide P0908544 Issue 02
Using the menu bar
The menu bar contains the menus on the Enterprise Edge Attendant Console 
Attendant window. Help tips appear in the Status bar at the bottom of the Attendant 
window if you move the mouse pointer over the commands in the menu.
File menu
The File menu contains:
Edit menu
The Edit menu contains:
Exit closes the Attendant component.
Cut cuts selected text from an editable box and moves it to the 
Clipboard.
Copy copies a selection of text from an editable box and moves it 
to the Clipboard.
Paste inserts the Clipboard contents at the insertion point.
Dial Paste dials the number in the Clipboard. The number can include 
special characters such as hyphen, parenthesis, space or 
period.
Note:  The Clipboard contents are added to any characters 
already in the Target list box. This allows you to type 
a routing code in the Target list box first and then 
click the Dial Paste button.
Transfer Paste transfers a call to the number in the Clipboard.
Caller Information opens the Edit Caller Information dialog box. The Edit button 
in the Caller Information list performs the same function. 
Refer to The Edit Caller Information dialog box
 on page 36 
and Maintaining caller information
 on page 63.
Employee Information opens the Edit Employee Information dialog box. The Edit 
button in the Directory list performs the same function. Refer 
to The Edit Employee Information dialog box
 on page 40 
and Maintaining employee information
 on page 67. 
						

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P0908544 Issue 02 Enterprise Edge Attendant Console User Guide
View menu
The View menu contains:
Tools menu
The Tools menu contains:
Toolbar shows/hides the toolbar.
Status Bar shows/hides the Status Bar.
Hide Loop Buttons shows/hides the inactive Loop buttons. When selected, only 
active Loop buttons appear on the Attendant window.
Reports starts the Reports component.
Attendant Monitor opens the Attendant Monitor dialog box that displays 
diagnostic information sent by the Attendant component and 
received back from the Server component. The Attendant 
Monitor helps in troubleshooting. 
Log to File writes Attendant component activity and Server messaging to 
a log file. This is used for troubleshooting.
Options opens the Options dialog box, which has three tabs.
The Options tab:
lets you specify the Server ID, enter the Attendant extension, 
set the conditions for making the Enterprise Edge Attendant 
Console Attendant window appear, and set call redirection.
The Assigned tab:
lets you choose extensions to appear in the Assigned tab 
contained in the Directory list on the Attendant window.
The Selected tab: 
lets you choose extensions to appear in the Selected tab 
contained in the Directory list of the Attendant window.
For more information, refer to Using the Directory options
 on 
page 38. 
						

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Enterprise Edge Attendant Console User Guide P0908544 Issue 02
Transfer menu
The Transfer menu contains:
1st Contact transfers the active call to the caller’s first contact.
1st Contact is enabled if there is an active call and a contact 
displayed in the first box of the Contacts list.
2nd Contact transfers the active call to the caller’s second contact.
2nd Contact is enabled if there is an active call and a contact 
displayed in the second box of the Contacts list.
3rd Contact transfers the active call to the caller’s third contact.
3rd Contact is enabled if there is an active call and a contact 
displayed in the third box of the Contacts list.
Transfer to Target transfers the active call to the extension in the Target list box. 
The Transfer button performs the same function.
Screen Transfer screens a call transfer of an active call to the extension 
number in the Target list box. The caller is automatically put 
on hold when you click Screen Transfer. The caller is 
connected when you click Transfer Now in the Screen 
Transfer dialog box. The Screen button performs the same 
function.
Refer to Parking, holding and screening calls
 on page 51.
Transfer to VMail transfers the active call to the voice message mailbox of the 
extension in the Target list box. The VMTransfer button 
performs the same function.