Nortel Enterprise Edge Attendant Console Instructions Manual

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P0908544 Issue 02 Enterprise Edge Attendant Console User Guide
Caller menu
The Caller menu contains:
Answer Next answers the next call in the queue.
Hold places an active call on hold. The Hold button performs the 
same function. Refer to Parking, holding and screening calls
 
on page 51.
Release disconnects the active call. The Release button performs the 
same function.
Park parks the active call so you can page the person whose 
extension is in the Target list box. A list of all parked calls 
appears in the Parked Calls dialog box when you click View 
Parked Calls on the Caller menu. You can retrieve the call 
from the View Parked Calls dialog box by pressing the 
Retrieve button. For more information on viewing parked 
calls, refer to Parking, holding and screening calls
 on page 
51. The Park/Page button performs the same function.
Join Caller connects two callers by joining the active call with the call 
that is on hold. Refer to Linking and Joining calls
 on page 
56.
View Parked Calls opens the Parked Calls dialog box, which displays calls 
parked by all attendants. A call can be retrieved by any 
attendant or from any telephone on the Enterprise Edge 
server. For more information, refer to Parking, holding and 
screening calls on page 51. 
						

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Enterprise Edge Attendant Console User Guide P0908544 Issue 02
Target menu
The Target menu contains:
Attendant menu
The Attendant menu contains:
Call initiates a call from the attendant extension to the number in 
the Target list box. The Call button performs the same 
function.
Voice Call places a voice call from the Attendant to the extension in the 
Target list box. For more information, refer to Contacting 
employees using Voice Call on page 55.
Dial DTMF Tones dials DTMF-tone digits to the external number in the Target 
list box. This must be used in conjunction with the Link button 
and with outdialing on an active line to access other systems 
or carriers (for example, Centrex).
Link accesses (hookflash) Centrex/CO line features (such as off-
premise transfer or conference) or other systems or carriers 
while on an incoming call. Clicking the Link button while on 
an incoming call places the caller on hold and generates a 
Link signal (also called flash or recall) on the active line. The 
DTMF button is used with the Link button to outdial the digits 
in the Target list box. For more information, refer to Linking 
and Joining calls on page 56.
In toggles with the Out command. When set to In, the attendant 
is in position to take calls.
Out toggles with the In command. When set to Out, the attendant 
is not in position to take calls. All calls that ring at the 
attendant’s telephone are forwarded to the backup attendant 
position.
Note:  To redirect calls to a backup extension, on the 
Tools menu click Options. Set redirect options on 
the Options dialog box. 
						

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P0908544 Issue 02 Enterprise Edge Attendant Console User Guide
Help menu
The Help menu contains:
Using the toolbar
The toolbar contains several buttons that provide quick and easy access to some of 
the Enterprise Edge Attendant Console functions.
To display the toolbar:
1. Click the View menu and then click To o l b a r.
The toolbar is displayed across the top of the Attendant window below the 
menu bar.
The toolbar buttons are:
Tip of the Day shows or hides the Tip of the Day window when Attendant 
starts.
Attendant Help displays Help files.
About Attendant displays program information, revision number, copyright 
information, and system information.
Use the In and Out buttons to indicate whether or not you 
can take calls.
Use the Link button to access Centrex/CO line features (such 
as off-premise transfer or conference) or other systems or 
carriers while on an outside call. For more information, refer 
to Linking and Joining calls
 on page 56.
Use the DTMF button to dial DTMF-tone digits to the external 
number in the Target list box. This must be used in 
conjunction with the Link button and with outdialing on an 
active line to access other systems or carriers such as 
Centrex. This button also sends special characters (for 
example, *, #) from the Target list box to other services such 
as Interactive Voice Response (IVR) and Enterprise Edge 
messaging services.
Use the Join button to connect two callers by joining the 
active call with the call that is on hold at the Enterprise Edge 
Attendant Console. Refer to Linking and Joining calls
 on 
page 56. 
						

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Enterprise Edge Attendant Console User Guide P0908544 Issue 02
Words and colors on Loop buttons:
Use the View Parked button to display the Parked dialog 
box, which lists any parked calls. Calls can be parked and 
retrieved from any Enterprise Edge telephone connected to 
your Enterprise Edge server. Refer to Parking calls and 
paging employees on page 51.
Use the Voice Call to initiate a call from the attendant’s 
telephone to the speaker of another telephone without first 
causing the telephone to ring. Refer to Parking calls and 
paging employees on page 51.
Six Loop buttons, labeled F1 to F6, are on the left side of the 
Attendant window and are used to answer calls. Each Loop 
button represents call. The color of the Loop button and the 
displayed word shows the type of call activity occurring. 
You can display or hide Loop buttons, depending on your 
preference. On the View menu click Hide Loop Buttons. 
When a check mark appears, only active Loop buttons 
appear. When Hide Loop Buttons is not selected, all the Loop 
buttons appear.
The word Ringing appears on a yellow 
Loop button when an incoming call 
rings at the attendant’s extension.
A green Loop button with the word 
Active appears when a call is 
answered by the attendant. Only one 
Loop button is active at one time.
A blue Loop button with the words On 
Hold appears when a call is on hold at 
the attendant’s extension.
An orange Loop button with the word 
Callback appears when a call returns 
to the attendant from the Target 
extension.
A red Loop button with the word 
Ringing appears when a call rings at 
an Assigned extension.
Grey Loop buttons appear when the 
Loop button is inactive and when Hide 
Loop Buttons is not selected. 
						

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P0908544 Issue 02 Enterprise Edge Attendant Console User Guide
Using Caller Information options
Caller Information options are in the top, center of the Attendant window. Caller 
Information options contain information about the caller that appears in the boxes 
when you answer a call.
Caller Information options include:
• Name, Caller Type list boxes (Unclassified, Personal, Employee, Vendor, or 
Customer), Company and Note boxes
• Contacts boxes that display the three parties the caller most frequently calls in 
your company
The following buttons appear in the Caller Information options:
opens the Edit Caller Information dialog box. Refer to 
Maintaining caller information
 on page 63.
places the active call on Hold.
disconnects the active call.
places the active call in park and opens the Page dialog box 
so that you can page the person whose extension is in the 
Target list box. 
Refer to Parking calls and paging employees
 on page 51. 
						

							36  Using the Attendant window
Enterprise Edge Attendant Console User Guide P0908544 Issue 02The Edit Caller Information dialog box
Use the Edit Caller Information dialog box to change or add information about 
callers. 
To access the Edit Caller Information dialog box:
1. Below the Caller Information options, click the Edit button.
The Edit Caller Information dialog box contains the following boxes:
Name list box contains the caller’s name. A first time caller name is the Caller ID 
name provided by the telephone. company. You can change this 
Caller ID name to the actual caller’s name.
Caller Type list box contains the classification of the caller. There are five types to choose 
from: Unclassified, Personal, Employee, Vendor and Customer.
Company box contains the name of the company associated with the caller. The 
Caller ID name is automatically filled in this box. You can edited it 
here or in the Caller Information options.
Phone box  contains the caller’s telephone number of the caller.
City, State/Province, 
and ZIP/Postal Code 
boxescontain the caller’s address.
Caller ID Name and 
Caller ID Number 
boxescontain information provided through subscription by the public 
switched telephone network.
Record Number box contains a unique caller record identifier number. This box is not 
editable.
Contacts boxes list the caller’s three most frequently called persons in your company. 
						

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P0908544 Issue 02 Enterprise Edge Attendant Console User Guide
 The following buttons appear in the Edit Caller Information dialog box:
Using the call processing area
The call processing area is at the top right of the Attendant window and includes:
• the Target list box
• a series of buttons including: Transfer, Page, VMTransfer, Screen, Call, Camp 
On and Link Transfer.
 
saves the caller record displayed in the boxes of the Edit 
Caller Information dialog box to the database.
closes the Edit Caller Information dialog box without saving 
the changes to the record.
opens the Find dialog box in the Edit Caller Information 
dialog box.
creates a blank caller record that you can add information 
to.
creates a new name caller record using an existing caller 
record. All boxes except the Name box contain the existing 
caller information. You must enter the new name.
deletes caller record displayed in the Edit Caller Information 
dialog box from the database.
Use the Target list box to enter the extension or telephone 
number to call. 
						

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Enterprise Edge Attendant Console User Guide P0908544 Issue 02
The following buttons are in the call processing area: 
Using the Director y options
The Directory options are at the bottom of the Attendant window. They contains 
tabbed directories that show various views of the extensions on your Enterprise 
Edge telephone system. The Directory options also contain buttons and boxes for 
searching and editing extension and employee information.
Search and edit functions in the Directory options
The buttons and boxes in the Directory options are used to search for and edit 
employee information that appears in the Directory list:.
transfers the active call to the extension number in the Target 
list box.
screens a call transfer of an active call to the extension 
number in the Target list box. Click the Screen button and the 
caller is put on hold. The caller is connected to the Target 
extension when you click Transfer Now in the Screen 
Transfer dialog box.
opens the Page dialog box.
makes a call from the attendant’s extension to the number in 
the Target list box.
transfers the active call to the voice message mailbox of the 
extension in the Target list box so the caller can leave a 
message.
places a call on hold at the target extension.
accesses Centrex/CO line features (such as off-premise 
transfer or conference) or other systems or carriers while on 
an outside call. It is also used to tone dial the digits in the 
Target list box.
indicates the status of the employee. When 
you select a category from the list box, a 
corresponding icon appears in the first 
column of the Directory list. The available 
category are: None, Not at Desk and Out of 
Office.
used to enter information about individual 
employees. 
						

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P0908544 Issue 02 Enterprise Edge Attendant Console User Guidechanges the caller/Caller ID record to an 
employee record if an employee calls in from 
outside. This prevents an employee name 
from appearing in the caller record related to 
the Caller ID name/number.
finds names of individual employees or 
groups of employees by department. The Find 
box finds employee by name. The 
Department box is finds employees by 
department. Type the first few letters of the 
name in the Find box and click the Find 
button. Names that start with the letters 
appear in the Directory list. To search by 
department, select a department from the 
Department list box and then click the Find 
button. Employees in the selected department 
appear in the Directory list.
resets the Full tab Directory view to display all 
names and extensions.
opens the Edit Employee Information dialog 
box. If you select a name or extension in the 
Directory list, information about to that name 
or extension appears in the dialog box. If you 
do not select a name or extension, the Edit 
Employee Information dialog box is empty. 
You can also access the Edit Employee 
Information window by clicking the Edit menu 
and clicking Employee Information. Refer to 
The Edit Employee Information dialog box
 on 
page 40 and Maintaining employee 
information on page 67. 
						

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Enterprise Edge Attendant Console User Guide P0908544 Issue 02The Edit Employee Information dialog box
This dialog box appears when you click the Edit button in the Directory option. 
Use the Edit Employee dialog box to change or add information about employees. 
For further information, refer to Maintaining employee information
 on page 67.
The Edit Employee Information dialog box contains the following boxes that are 
editable unless indicated otherwise:
Name list box contains the employee’s name or the extension number if a name is 
not entered.
Type list box contains the classification of the employee record. “Employee” is the 
default.
Department box contains the name of the department associated with the employee.
Phone box contains the employee’s telephone number. The Phone box is not 
editable.
City box contains the employee’s city.
State/Province box displays the state or province of the employee.
ZIP/Postal Code box  displays the ZIP code or Postal Code of the employee.
Assistant Extension box displays the extension of the person who handles calls for the 
extension when the employee cannot.
Record Number box displays a unique record identifier number. The Record Number box 
is not editable.