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Part No. P0936571 02
Business Communications
Manager
Attendant Console User Guide
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2 Copyright © 2001 Nortel Networks All rights reserved. The information in this document is subject to change without notice. The statements, configurations, technical data, and recommendations in this document are believed to be accurate and reliable, but are presented without express or implied warranty. Users must take full responsibility for their applications of any products specified in this document. The information in this document is proprietary to Nortel Networks NA Inc. Tradema
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3 Contents Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Text conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Acronyms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Chapter 1 Introduction to Attendant Console. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Comp
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4 Contents Edit menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 View menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 Tools menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 Transfer menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 Caller menu . . . . . .
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Contents 5 Chapter 5 Maintaining caller and employee information . . . . . . . . . . . . . . . . . . . . . . . 59 Maintaining caller information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59 Creating a new caller record . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59 Finding and editing caller information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61 Maintaining employee information . . . . . . . . . . . . .
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6 Contents P0936571 02
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Book.book Page 7 Wednesday, July 4, 2001 10:01 AM 7 Preface Business Communications Manager Attendant Console provides a graphical interface on your Windows-based PC for managing calls in a call center or office. Text conventions This guide uses the following text conventions: angle brackets (< >) Indicate that you choose the text to enter based on the description inside the brackets. Do not type the brackets when entering the command. Example: If the command syntax is ping
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Book.book Page 8 Wednesday, July 4, 2001 10:01 AM 8 Acronyms ellipsis points (. . . ) Indicate that you repeat the last element of the command as needed. Example: If the command syntax is ethernet/2/1 [ ]... , you enter ethernet/2/1 and as many parameter-value pairs as needed. italic text Indicates file and directory names, new terms, book titles, Web addresses, and variables in command syntax descriptions. Where a variable is two or more words, the words are connect
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Book.book Page 9 Wednesday, July 4, 2001 10:01 AM Acronyms 9 DLCMI Data Link Control Management Interface HDLC High-level Data Link Control IP Internet Protocol ISDN Integrated Services Digital Network ISO International Organization for Standardization ITU-T International Telecommunication Union-Telecommunication Standardization Sector (formerly CCITT) MAC media access control MAU media access unit MDI-X medium dependent interface crossover NBMA nonbroadcast multi-access OSPF Open Shortes
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Book.book Page 10 Wednesday, July 4, 2001 10:01 AM 10 Acronyms P0936571 02
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11 Chapter 1 Introduction to Attendant Console Business Communications Manager Attendant Console is an application that provides centralized call management and call activity reporting capability to a business. Attendant Console runs on ® one or more Pentium class personal computers (PCs). You can customize the way Attendant Console is set up to suit your company’s call management requirements. A telephone attendant uses a graphical user interface to: originate calls answer and manage m
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12 The Server component collects and manages call-processing information in a database that can be used for reporting purposes. Client component The Client component has an easy-to-use graphical user interface (GUI). The Attendant Console window displays information about incoming callers and includes a Company Directory with employee names, telephone status (such as on-hook, off-hook, Do Not Disturb and Call Forward) and person status (such as None, Not at desk and Out of office). The Dir
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13 Table 1 Attendant Console-PC compatibility. Use of existing hardware You do not need to purchase additional dedicated hardware to use the power of Attendant Console. If you have the minimum computer requirements, all you need is the software that lets your computer communicate with the Business Communications Manager base unit. Multi-tasking Attendant Console works in a multi-tasking environment. You can use your PC for other tasks such as word processing in addition to attending to
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14 Table 2 Attendant Console’s advanced software capabilities Visual call announcing and When a telephone is busy with a call, an attendant can send control caller information to the telephone’s two line display area. The person called can use display buttons to control the call. This prevents important calls from being lost. Backup attendant Incoming calls can be quickly and easily transferred to a backup attendant at a different location than the main attendant. This means that a back
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15 Chapter 2 Getting started The installer or System Administrator must set up and check the system before you can use the Attendant Console components. First, make sure you know how to start and quit Attendant Console on your PC. For information on starting the components for the first time, refer to “Initializing and configuring the Client component” on page 16. For information about changing the Attendant Console window settings refer to “Initializing and configuring the Client compon
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16 You can also shut down the Client component from the Windows taskbar by right-clicking the Attendant Console taskbar button and clicking the Close button. Initializing and configuring the Client component You must set up each PC that has the Client component installed to handle calls either as a full-time main attendant, part-time main attendant, backup attendant, overflow attendant or assistant attendant. Starting the Client component for the first time To start and set up the Client co
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17 Figure 1 Attendant Console window When the setup is complete, the Directory list displays the Business Communications Manager extensions connected to the Business Communications Manager base unit. Types of attendant setups You must set up each PC that has the Client component installed to handle calls either as a main attendant, overflow attendant, backup attendant or assistant attendant. Full-time main attendant setup The full-time main attendant setup is intended for a telephone opera
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18 To set or change the attendant’s extension number: 1 On the Tools menu click Options. The Options dialog box appears with the Options tab open. 2 In the Attendant option, in the My Extension box, type the extension number of the attendant’s telephone. 3 Click the OK button. Part-time main attendant setup The part-time main attendant can answer incoming calls and performs tasks on the PC such as word processing. The difference between the full-time main attendant setup and the part-time ma
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19 3 Click the OK button. The main attendant can redirect their calls to the backup attendant by clicking the Out button. The main attendant can click the In button to resume receiving calls at their PC. Overflow attendant setup An overflow attendant receives calls that are redirected from another attendant position where there are more incoming calls than Loop buttons. For example, if a main attendant is already handling six incoming calls, the next call is redirected to the overflow atten
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20 1 On the Tools menu, click Options. The Options dialog box appears with the Options tab open. 2 In the My extension box, type the assistant attendant’s extension. 3 Click the OK button. To add or remove an assistant attendant’s assigned extensions: 1 On the Tools menu, click Options. The Options dialog box appears with the Options tab open. 2 Click the Assigned tab. To add an extension, click the extension you want in the All extensions box and click >> to copy it to the Assigned extension
