Nortel Enterprise Edge Attendant Console Instructions Manual

							Handling calls  61
P0908544 Issue 02 Enterprise Edge Attendant Console User Guide
To send the caller to Enterprise Edge Voice Messaging:
1. Press the VM display button on the telephone.
The call automatically transfers to the called person’s voice message mailbox.
To join the caller with another call:
1. Press the Join display button to conference the caller in with your current 
call.
The called person can see the caller’s name or Caller ID name in the display 
area of the Enterprise Edge telephone and decide whether to join the caller 
with the current call.
To send the call to the attendant who asks the caller if they want to interrupt:
1. Press the IntAct display button. This delivers a pre-set message to the 
attendant who asks the caller if they want to interrupt the employee.
2. If yes, the attendant transfers the call back to the employee.
3. The calling party’s name appears in the Enterprise Edge telephone display area 
of the called person’s telephone for approximately 20 seconds. To pick up the 
call that the attendant transfers back, press the Ta l k display button.
To send the caller to an Assistant extension:
1. Press the Assist display button. This delivers a pre-set message to the 
attendant. The attendant tells the caller that the called person is temporarily 
unable to take calls and requests that they are transferred to an Assistant 
extension.
2. The attendant refers to the Assistant extension box in the Edit Employee 
Information dialog box and enters the Assistant extension number in the 
Target list box.
3. The attendant transfers the call to the Assistant extension. 
						

							62  Handling calls
Enterprise Edge Attendant Console User Guide P0908544 Issue 02 
						

							P0908544 Issue 02 Enterprise Edge Attendant Console User Guide
Maintaining caller and employee 
information
Enterprise Edge Attendant Console manages both caller and employee information.
Maintaining caller information
When your company is called, information about the caller from the Enterprise 
Edge Attendant Console database appears in the Caller Information list box of the 
Attendant window. You can decide to enter information for an incoming call 
depending on whether the caller is calling for the first time or has called previously 
and already exists in the database.
Creating a new caller record
New caller records are created in the following ways:
• automatically, during an active call, the first time Caller ID information is 
received by the Attendant component. You can customize the new caller 
record during the active call or later.
Note:The caller record is not saved if you click the Release button without 
processing the call.
• when you create a new caller record from an existing one
• when you create a new blank caller record
When a call comes in, Enterprise Edge Attendant Console checks the Caller ID 
from the telephone company to see if the number has previously called. If there is 
a record that the number has called before, information from the caller database 
appears in the Caller Information list box on the Attendant window. The Name list 
box displays the names of callers on record that are associated with the incoming 
Caller ID. There can be several callers from the same telephone number calling if 
they are employees at the same company. For more information, refer to The Edit 
Caller Information dialog box on page 36.
If you select the name of the caller from the list, the Caller Information list box 
displays information about the caller.
6 
						

							64  Maintaining caller and employee information
Enterprise Edge Attendant Console User Guide P0908544 Issue 02
To create a new caller record from an active call:
1. Click the Ringing Loop button to answer the incoming call.
Information in the database about the caller appears in the Caller Information 
list box on the Attendant window.
2. In the Caller Information list box click Edit.
The Edit Caller Information dialog box appears.
3. Click the New Caller button.
This clears all the boxes in the Edit Caller Information dialog box and allows 
you to create a new caller record.
4. In the Name list box, type the caller’s name in the format of last name first, 
space, then first name.
5. From the Caller Type list box, select a Caller Type, either Unclassified, 
Personal, Employee, Vendor or Customer.
6. In the Company box, type the caller’s company’s name.
7. Click the Save button to save the information.
If you click the Close button without saving, the message, “Do you want to save 
the current record?” appears. Click the Yes button to save the record.
8. After you enter caller information, process the call by:
• transferring the call to the called party. Refer to 
Transferring a call
 on page 49.
• placing the call on hold. Refer to Parking, holding and screening calls
 on 
page 51.
• transferring the call to Enterprise Edge Voice Messaging. Refer to 
Transferring a call
 on page 49.
• parking the call and paging the called party. Refer to Parking calls and 
paging employees on page 51. 
						

							Maintaining caller and employee information  65
P0908544 Issue 02 Enterprise Edge Attendant Console User Guide
To create a new name caller record from an existing caller record:
1. On the Attendant window, in the Caller Information options, click the Edit 
button.
The Edit Caller Information dialog box appears.
2. Click the New Caller button.
This clears only the Name box in the Edit Caller Information dialog box and 
leaves all other boxes unchanged.
3. In the Name list box type the new caller’s name.
4. Click the Save button when you are done to save the record.
To create a new caller record when there are no active calls:
1. On the Attendant window, in the Caller Information options, click the Edit 
button.
The Edit Caller Information dialog box appears.
2. Click the New Caller button.
A new blank caller record is created with a new Record Number assigned.
3. Type the desired information in the boxes.
4. Press the Save button to save the new caller record.
To create a new caller record associated with an existing Caller ID when there are 
no active calls:
1. On the Attendant window, in the Caller Information options, click the Edit 
button.
The Edit Caller Information dialog box appears.
2. Click the Find button. 
The Find dialog box appears.
3. In the Name box type the name of another caller from the same company and 
click the OK button.
4. Click New Name and the Name box is cleared. The other boxes are unaltered.
5. Type the new caller’s name. 
						

							66  Maintaining caller and employee information
Enterprise Edge Attendant Console User Guide P0908544 Issue 02
6. Click the Save button.
The record is now saved in the database.
7. Click the Close button.
Note:If you click the Close button without first clicking the Save button, the Edit 
Caller Information dialog box closes without saving any changes.
Finding and editing caller information
You can edit caller information at any time and save the changes.
To find caller information:
1. In the Attendant window, in the Caller Information options, click the Edit 
button.
The Edit Caller Information dialog box appears.
2. Click the Find button.
The Find dialog box appears. Use the Find dialog box to find a caller’s name in 
the database.
3. In the Name box, type the first letter or letters of the caller’s last name.
Note:If the caller’s first name is used instead of their last name, type the first 
letter or letters of the caller’s first name.
4. Click the OK button or press the Enter key.
The Find dialog box closes.
5. Any matching names appear in the Name list box of the Edit Caller 
Information dialog box.
If there is more than one name, a list appears below the Name box.
6. Click the caller name you want to edit.
The information about the caller appears in the Edit Caller Information dialog 
box. 
						

							Maintaining caller and employee information  67
P0908544 Issue 02 Enterprise Edge Attendant Console User Guide
To edit a caller’s record:
1. Make sure the caller name you want to edit appears in the Edit Caller 
Information dialog box. Click the box you want to edit and make the change. 
Repeat if needed.
2. Click the Save button to save the changes to the database.
3. Click the Close button to close the Edit Caller Information dialog box.
Note:If you answer a call and then open the Edit Caller Information dialog box 
without first selecting a name from the Name box list, you must click the 
Edit button twice.
To delete an existing caller record:
1. In the Attendant window, in the Caller Information options, click the Edit 
button.
The Edit Caller Information dialog box appears.
2. Make sure the caller name you want to delete appears.
3. Click the Delete Caller button.
The record that appears in the Edit Caller Information dialog box is deleted from 
the database.
Maintaining employee information
When Enterprise Edge Attendant Console is installed, employee information is 
extracted by the Enterprise Edge server. This information appears in the Directory 
list box in the bottom center of the Attendant window.
The Directory list box has four different tabs that display lists of employees. They 
are Full, BLF (Busy Lamp Field), Assigned and Selected. For further information, 
refer to Search and edit functions in the Directory options
 on page 38. 
						

							68  Maintaining caller and employee information
Enterprise Edge Attendant Console User Guide P0908544 Issue 02
Working with the Directory list
Information in the Directory list appears in ascending order (for example, 1 to 9 or 
A to Z), and sorting is based on the contents of only one column at a time. If there 
are different forms of information in the same columns, priority is given in the 
following order: no information entered (blank), numeric then alphabetic. For 
example, if you sort a Name column that contains both names and extension 
numbers, the extension numbers appear before the names.
You can sort Directory information by column by clicking any column heading. For 
example, to sort the directory by extension, click the Ext column heading. The 
listing appears with the extensions in numerical order. 
To sort a column of information in the Directory:
1. Click the tab for the view you want to sort, either Full, Selected or Assigned. 
Information in the BLF tab view appears in the same order you select for Full 
view.
2. Click the column heading you want to sort, either Name, Ext, Notes or 
Department. 
Finding an employee record
You can search for an employee by name, by department or by an individual within 
a department.
You can search by an employee’s name two different ways:
• on the Edit Employee Information dialog box click the Edit button and then 
click the Find button 
• on the Attendant window, in the Directory list box, click the Find button 
						

							Maintaining caller and employee information  69
P0908544 Issue 02 Enterprise Edge Attendant Console User Guide
To search by name:
1. In the Attendant window, in the Directory options, click the Edit button.
The Edit Employee Information dialog box appears. For more information, 
refer to The Edit Employee Information dialog box
 on page 40.
2. Click the Find button.
The Find dialog box appears.
3. In the Name box, type the first letter or letters of the employee’s last name.
Note:If the employee’s first name is used instead of their last name, type the 
first letter or letters of the employee’s first name.
4. Click the OK button or press the Enter key.
The Find dialog box closes. Any matching names appear in the Name box of 
the Edit Employee Information dialog box.
To search by name on any Directory list box on the Attendant window:
1. In the Find box on the Attendant window type the first letter(s) of the person’s 
last or first name, according to how names are listed in the Directory list’s 
Name column.
2. Click the Find button.
Any names that match the letter(s) you enter appear in a list in the Full tab 
Directory view.
To search by department:
Note:A department search takes priority over a name search.
1. In the Directory options, click the arrow of the Department list box.
A list of departments that are associated with extensions appear in the list. The 
name of the department for each extension appears in the Edit Employee 
Information dialog box.
2. Click the department name from the list and the department name appears in the 
Department box.
3. Click the Find button.
Any extensions that match the department appear in a list in the Full tab 
Directory view. 
						

							70  Maintaining caller and employee information
Enterprise Edge Attendant Console User Guide P0908544 Issue 02
To search for an individual in a department:
1. From the Department box select a department.
2. In the Find box type the person’s name.
3. Click the Find button.
Any extensions that match the name in the department appear in a list in the 
Full tab Directory view.
Resetting the Full tab view
You can reset the Full tab view to the default display.
To reset the Full tab view:
1. In the Directory options, click the Show All button.
The Full tab view appears with extension, names, notes and department 
information. 
2. Click the Show All button to return to the Directory view after you perform a 
search.
Editing employee information
You can edit employee information by adding or changing an extension, changing 
the person status of an extension or by creating a new name for an extension.
To add or change an extension:
1. In any Directory tab view (Full, BLF, Selected or Assigned), click the 
extension in the Directory list for which you wish to change or add 
information.
2. In the Directory options, click the Edit button.
The Edit Employee Information dialog box appears. Use this dialog box to 
create or edit information in the employee database.
3. Click any editable box and type the new information.
4. Click the Save button to save the changes to the database and to automatically 
apply the changes to the employee’s extension in the Directory.
5. Click the Close button to close the Edit Employee Information dialog box.