Nortel Enterprise Edge Attendant Console Instructions Manual

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P0908544 Issue 02 Enterprise Edge Attendant Console User Guide
To specify a report of one week:
1. Click the One Week button.
The One We e k dialog box appears.
2. In the month list box, choose the month that the desired week starts or ends.
3. In the year list box, select the year the week occurs in.
You can type the year box or use the arrows.
4. In the list of weeks select a week and click the OK button, or double-click the 
desired week.
After you select a week, the start and end dates of the week appear in the From 
and To boxes.
To specify a report of one month:
1. Click the One Month button.
The One Month dialog box appears.
2. In the month list box, choose the desired month.
3. In the year select the desired year either by typing it or selecting it with the 
arrows.
4. Click the OK button to accept the month, or click the Cancel button to cancel 
your Report Period selection.
If you select a month, the start and end dates of the month appear in the From and 
To boxes. Dates for February automatically account for leap-years, centuries, and 
millennia.
To cancel a selection, press the Esc key or click the Cancel button.
The Period list box information does not change.
Clearing a date
You can clear a date by deleting the contents of the box. A cleared box does not 
count as a date, and does not restrict the range of the other date by the above 
mentioned-rule.
Note:The To and From boxes 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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Selecting employees and customers for the report
Some report types, especially those that deal with call data, allow you to choose sets 
of employees, customers, or both, for which the data is summarized in the report. 
Reports make categories available that are appropriate to the type of report that you 
chose. If your Report Type does not need or allow these selections, the Employees 
and Customers options remain inactive and you can go to the next step.
To select the Employees or Customers:
1. Click either the Employees or Customers option.
The Employee or Customer Record Selection dialog box appears.
Note:The first time you click one of these options after you connect to a database, 
a wait cursor appears while Reports builds the directory. After Reports 
builds the directory, if you click an option, a pause occurs while Reports 
opens the dialog box. If a directory is large, the pause can be several seconds 
long. After the pause, the Selection dialog box appears.
2. The Selection dialog box contains a list of Employees or Customers. The list of 
Customers has a single column that lists the Customer’s Company Name. The 
list of Employees has several columns that list the employee’s last, first and 
middle names, and telephone extension. Resize the columns by dragging the 
column header edges in the bar at the top of the list.
3. You can choose either a single item or multiple items. Items that you select 
appear with a blue background behind their boxes. Choose a single item by 
clicking it. Choose multiple items by holding down the Control key while you 
select the items you want. You can select up to 100 items from the list. If you 
require more than 100 items, do several reports with different selection lists, or 
click the All button.
4. Click the OK button.
The Customer or Employee Record Selection dialog box closes and the 
Selection list box displays the items you selected from the dialog box. 
						

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P0908544 Issue 02 Enterprise Edge Attendant Console User Guide
Create Report button
When all the data needed to create a report is provided in the other report controls, 
the Create Report button is available.
To create a report:
1. Click the Create Report button.
This starts the report generation process. The Reporting animated icon appears, 
indicating that the report is running. The icon stops when the report is com-
plete.
Note:You cannot close the application while it is running. If you need to quit the 
application while a report is running, you can do it from the Close 
Programs dialog box in the Windows Task Manager. Refer to Windows 
Help for information on how to force programs to quit.
2. After the report is complete, it appears in the Report Viewing area below the 
Report controls. The Create Report button is unavailable again, indicating that 
the report is created. The Report controls are disabled and the keyboard 
functions only in the Report Viewing area. You can re-access the Report 
controls by pressing the Tab key.
Viewing the report you generated
After a report is created, the Page> and Page< buttons are available. The Page> 
button shows the next available page of the report, if there is one, in the report view. 
The Page< button shows the previous page of the report, if there is one.
The page number of the current page appears in the bottom right corner of each page 
of the report.
You can also change the displayed page from the keyboard.
To change the displayed page from the keyboard:
1. Ensure the keyboard is active in the Report Display area, in the lower half of 
the Enterprise Edge Attendant Console Reports window. This is set automati-
cally after creating report, but can also be done by pressing the Ta b key to 
move through the Report settings.
2. Press Ctrl + Page Up to view the previous page, or Ctrl + Page Down to view 
the next page. 
						

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Enterprise Edge Attendant Console User Guide P0908544 Issue 02
Printing a report
When a report is in the Report Viewing area, the Print button becomes available.
To print a report:
1. Click the Print button.
The report prints to the default printer. You can change default printer from the 
Printers folder. Access the Printers folder from the Windows Start menu or 
Control Panel. Refer to Enterprise Edge Attendant Console Help for further 
information.
2. Choose the pages and number of copies of the report to print.
3. Click the OK button and the report prints
or
click the Cancel button to cancel printing the report.
Note:If you change a Report Parameter in one of the Report Controls, the Create 
Report button is available and the Print button is unavailable. Do not change 
any Report Parameters before you print the report. If you change a Report 
Parameter, you must regenerate the report before you can print it. 
						

							P0908544 Issue 02 Enterprise Edge Attendant Console User Guide
Glossar y
Assistant attendant
The assistant attendant is the telephone attendant who provides call coverage for 
specific employees.
Backup attendant
The Backup attendant receives calls when the main attendant is not available. The 
main attendant uses the Out button on the Attendant main window to direct calls to 
the backup attendant.
BLF (Busy Lamp Field)
Busy Lamp Field is one of the Directory list tab views. It displays the phone status 
and extensions of employees.
CF
Call Forward.
Caller ID
Caller ID, known as CLID or Calling Line Identification, is provided by your 
telephone company. If your company subscribes to Caller ID, the caller name and 
number are displayed on incoming calls.
CO
Central Office.
CTA - Computer Telephony Adapter
A CTA is the hardware device used to connect a PC to the Enterprise Edge server, 
and includes the CTA 100, an external device, and the CTA 150i, which is installed 
in a PC hard drive.
Destination extension
The destination extension is the person’s extension to which a caller (or attendant) 
attempts to connect.
DND
Do not disturb.
DTMF - Dual Tone Multi Frequency
DTMF is the sound emitted when telephone buttons are pressed.
Enterprise Edge Attendant Console
Enterprise Edge Attendant Console is a Windows-based software product that 
provides call management and call activity reporting capability to a business. 
						

							86  Glossary
Enterprise Edge Attendant Console User Guide P0908544 Issue 02Enterprise Edge server
The telephone system that Enterprise Edge Attendant Console works with.
External call
An external call is a call that originates from outside your company’s voice message 
mailbox system.
Hookflash
This is the signal that occurs when a telephone goes on-hook followed by off-hook.
Hunt Group
A Hunt Group is a group of telephones that can be called by a single number. Hunt 
Groups are configured in your Enterprise Edge server.
ID 
Identification.
Internal call
An internal call is a call, such as a call from another employee’s extension, that 
originates from your company’s Enterprise Edge server.
LAN
Local area network.
Main attendant
A main attendant is the telephone attendant who is primarily responsible for 
managing a company’s incoming calls. The main attendant can have other 
attendants.
Networked model
In a networked model the Enterprise Edge Attendant Console main attendant’s PC 
is connected to one or more additional attendant PCs through a network.
Overflow attendant
The overflow attendant receives incoming calls when there are more than six active 
calls at the main attendant’s PC.
PC
Personal Computer.
Server component
The Enterprise Edge Attendant Console Enterprise Edge server program supports 
the Attendant component residing in the PC.
Shared system
In an Enterprise Edge Attendant Console shared system the Enterprise Edge server 
is shared by two or more companies. 
						

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P0908544 Issue 02 Enterprise Edge Attendant Console User GuideStand-alone model
A stand-alone model is a Enterprise Edge Attendant Console system in which one 
attendant manages a business’s incoming calls. There are no assistant attendants, 
backup attendants or overflow attendants in a stand-alone model.
Target extension
A target extension is the extension number to which you are directing a call.
VM
Voice mail or voice message mailbox. 
						

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Enterprise Edge Attendant Console User Guide P0908544 Issue 02 
						

							P0908544 Issue 02 Enterprise Edge Attendant Console User Guide
Index
Numerics
1st Contact, 30
2nd Contact,
 30
3rd Contact,
 30
A
About Enterprise Edge Attendant Console 33
Active Call
 34
Adding notes to employee records
 72
All extensions
 20
All extensions box
 22
Answer next
 31
Answering calls as an attendant
 45
Assigned extension rings
 21
Assigned tab
Directory list
 20
Assigned tab view
 42
Assistant attendant
 20, 85
Assistant Extension box
 40
Attendant
assistant
 20
backup
 12, 18
features
 21
overflow
 13, 19
Attendant component
restoring window
 22
starting
 15
starting for the first time
 16
Transfer options
 23
Attendant Extension
 16
Attendant Monitor
 29
Attendant Out
 32
Attendant setups, types
 17
Attendant window
 25
Attendant, main full-time
 17
Attendant, part-time main
 18
B
Backup attendant 12, 18
BLF tab view
 68
Blue Loop button
 34
C
Calendar button 77
Call
 32
joining calls
 56
making a call
 59
screening
 55
transferring
 49Call Forwarded
 42
Call Notification dialog box
 21
Call overflow occurs
 19
Call processing area
 26
Call button
 38
Camp On button
 38
Link Transfer button
 38
Page button
 38
Screen button
 38
Transfer button
 38
using
 37
VMTransfer button
 38
Callback
 34
Caller Information
 28
Caller information
finding and editing
 66
Caller Information options
 26
Edit button
 35
Hold button
 35
Park/Page button
 35
Release button
 35
Caller menu
 31
Caller record
creating new
 63
deleting
 67
Caller Type
 36
Calls by customers report
 75
Calls to employees report
 75
City box
 40
Close button
 41
Company box
 36
Computer Telephony Adapter
 85
ConsoleServiceDB
 79
Contacting employees using Voice Call
 55
Contacts boxes
 36, 47
Conventions
 8
Copy
 28
Creating a new caller record
 63
CTA
 85
Cut
 28
D
Department box 40, 49
Dial DTMF Tones
 32
Dial Paste
 28
Directory Find box
 48 
						

							90  Index
Enterprise Edge Attendant Console User Guide P0908544 Issue 02 Directory list
 17, 27, 41, 68
Department column
 43
employee information
 42
Ext column
 43
extension information
 42
Name column
 43
Notes column
 43
sorting information
 43
Directory list tab views
 41, 42, 48
BLF tab view
 42
Full
 41
Selected
 42
Disable Link Transfer
 23
Disable VM Transfer
 23
Do Not Disturb
 42
DTMF button
 33
E
Edit Caller Information dialog box 36
Caller ID Name
 36
Caller ID Number
 36
Caller Type
 36
Close button
 37
Company box
 36
Contacts
 36
Delete Caller button
 37
Find button
 37
Name box
 40
New Caller button
 37
New Name button
 37
Phone box
 36
Record number
 36
Save button
 37
Edit Employee Information dialog box
Assistant Extension box
 40
Contacts box
 41
Department box
 40
Voice Message box
 41
Edit menu
 28
Employee Information command
 28
Enterprise Edge Attendant Console
About
 8
Attendant button
 22
Introduction
 7
keyboard navigation
 8
Enterprise Edge Attendant Console Attendant 
window
 17
Enterprise Edge Attendant Console features
 12
Enterprise Edge Attendant Console Help
 33
Exit
 28
Extension
creating an new name for
 71
finding the correct
 47Extension box
 19
Extension Directory report
 76
Extension, Attendant
 16
F
File menu 28
Find button
 41
Finding an employee record
 68
Finding and editing caller information
 66
Finding the correct extension
 47
Full tab view
 41
resetting
 70
Full-time main attendant
 17
G
Generating reports 75
Glossary
 85
Green Loop button
 34
H
Handling a Callback call
Callback call
 57
Handling calls
 45
Help file
 33
Help menu
 33
Hide Loop Buttons
 29
Hold
 31, 54
placing and retrieving calls
 54
Hold button
 35
Hunt Group
 42
I
In 32
In and Out buttons
 33
Introduction to Enterprise Edge Attendant 
Console
 7
J
Join button 33
L
LAN 86
Link
 32
Link button
 33
Link Transfer button
 23
Linking and Joining calls
 56
Log to File
 29
Loop button
 18, 19, 21, 34, 46
Loop buttons
 26
Loop Overflow icon
 19, 27, 45