Nortel Enterprise Edge Attendant Console Instructions Manual

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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 status if you select it. If you select Out of office the Out of office icon 
appears  . If you select Not at desk the Not at desk icon appears   .
Do not type in the Status box.
Creating a new name for an extension
You can change the name of an employee assigned to an extension.
To create a new name for an extension:
1. In the Directory options, click the Edit button.
The Edit Employee Information dialog box appears.
2. Click the New Name button.
3. Type the new employee’s name.
4. Click the Save button when you are done.
Using the Make Caller button
Use this function if an employee calls from a customer’s office.
To assign the name of an employee to a caller record:
1. In the Directory list, select the employees extension or type the employee’s 
extension number in the Target list box.
2. Click the Make Caller button.
The name of the employee is assigned to the caller record and is not saved as a 
customer record. 
						

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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 in the Directory list’s Notes column.
To type a note:
1. Click an extension number in the Full, Assigned or Selected Directory views.
2. In the Note list box type a note.
3. Press the Enter key.
The note appears in the Directory list’s Notes column.
Note:To delete a Note, delete the information in the Note list box and then 
press the Enter key. 
						

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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 without saving changes:
1. Click the Close button.
The Edit Employee Information dialog box closes.
Note:If you click the Close button without first clicking the Save button, the Edit 
Employee Information dialog box closes without saving any changes. 
						

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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 callers from your company’s 
top customers are handled. It shows if calls are handled by employees or are routed 
to Enterprise Edge Voice Messaging.
Report types
There are three report types:
• Calls by Customers
• Calls to Employees
• Extension Directory
Calls by Customers report
The Calls by Customers report shows how your employees handle calls from your 
customers. Each employee report can identify as many customers as necessary. The 
Calls by Customers report shows:
• the number of calls taken by the employee
• the number of calls routed to Enterprise Edge Voice Messaging
• the number of calls handled by others
• the total calls from each customer
Calls to Employees report
The Calls to Employee report shows the type of calls employees receive over a 
defined time period. This report can spot caller abuse, such as too many personal 
calls, and misdirected calls, such as calls from customers routed to the wrong person 
or department. This report lists the type of call across the top and employees down 
the left side. Each Caller Type has a column for number of calls and percent. The 
total of all calls and percent is shown separately.
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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 boxes and a report viewing area. The Reports window menus are 
File, Edit, View and Help.
Use the Create Report, Page  and Print buttons to define the type of report 
you create. You can manipulate the preview image after you create a report.
Database box
The Database box contains information on selecting a database.
Information list box
The Information list box contains the report type information. 
Click the Select button to open the Open dialog box from 
which you can select a Microsoft Access database. For more 
information about databases and how to locate the database 
(.mdb) file, refer to Loading the database
 on page 79.
Type the path name of a Microsoft Access database in the 
Current Database box.
The Report Type is active and available if you set a 
valid Microsoft Access database in the Current 
Database box.
If you select a report type, a description of the 
report type appears in the Description area. 
						

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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 period. The 
boxes change to reflect dates set by other controls such as the 
Month, Week, and Calendar buttons. The dates in the boxes 
are checked to ensure that the From date is earlier than or the 
same as the To date. If this rule is broken, an error message 
appears.
opens the Calendar dialog boxes that you use to set the From 
and To Report Period Dates. The Calendar dialog box 
resembles the Calendar dialogs boxes in other Windows-
based programs. The Calendar buttons are active if you 
select a valid database and you select a Report Type that 
requires you to define a Report Period. 
						

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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
From the Customer and Employee Selection dialog boxes, you can choose which 
Employees or Customers to include in a report.
The program records which items were selected in this dialog box the last time you 
created a report. When the dialog box opens, any items that were selected last time 
appear as selected. In this way, you can modify the list of selected items.
generates a report that includes data for members of the selected 
category (Employees or Customers).
generates a report that includes data for the members in the list 
box. If you click the Select option, the button under the selection 
list box (labeled either Customer or Employee) becomes available 
so you can make your selection.
list box displays information if you select a subset of the customers and 
employees in your database. If you choose All, the list box is 
blank. The list box cannot be directly edited. If the selected list is 
long enough, you can scroll to view its contents. Use the buttons 
under the list box to change the contents of the list.
Customer/Employee 
optionaccess directories. The Employee and Customer options are 
active if you choose the Select option. Click these options to 
display either the Employee or Customer Record Selection dialog 
box, from which you can make your selection.
Note:These options are available only if you choose a valid 
database, if you have select a Report Period (if required), if you 
select a Report Type that involves either Employees or Customers, 
and if you choose the Select option for the category. 
						

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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 Edge Attendant Console stores information about telephone use in your 
organization in a special database. This database is used to generate the different 
types of reports. In most cases you use the database installed on the Enterprise Edge 
server system. However, if you make backups of the database for archiving 
purposes, Reports can use these backups as well. If you are generating reports from 
a PC that does not have the database stored, locate the database on the server PC 
through Network Neighborhood. Check with the System Administrator to ensure 
that the database is a shared file.
To load the database:
1. On the Reports window, at the Database option, click the Select button.
The Open dialog box appears.
2. In the File name box, type \\name of server\consoleservicedb
where name of server is the name of your Enterprise Edge server. If you do 
not know the name of the server, ask your System Administrator.
3. Click the Open button.
4. Click ConsoleService.mdb
5. Click the Open button.
The database loads to your PC and the database path appears in the Current 
Database box.
6. Click the Close button on the top of the Reports window to return to the 
Attendant window. 
						

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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 begins on the From date and 
ends on and includes the To date.
To enter the From and To dates:
1. In the From box type the date.
The following are acceptable date formats:
• June 5, 1997
• 6/5/1997
2. Press the Enter key.
3. Repeat for the To box.
4. Press the Enter key.
Note:An error message appears if you type a date in an unrecognized format or if 
you type a date that does not exist.
To escape from the From or To boxes:
1. Press the Tab key or the Esc key.