Avaya Attendant Console Guía de usuario

Part No. P0936572 02Business Communications Manager Attendant Console User Guide

10 Chapter 1 Introduction to Attendant ConsoleP0936572 02 Choice of Attendant typesYou can set up each computer to handle calls either as a main a

11Attendant Console User Guide Chapter 2Getting startedConfiguring Attendant ConsoleYou must set up each computer that has Attendant Console installed

12 Chapter 2 Getting startedP0936572 02 Types of attendant setupsYou must set up each computer that has Attendant Console installed to handle call

Chapter 2 Getting started 13Attendant Console User Guide Part-time main attendantThe part-time main attendant can answer incoming calls and perfor

14 Chapter 2 Getting startedP0936572 02 Backup attendantA backup attendant is an attendant position that receives calls that are redirected from a

Chapter 2 Getting started 15Attendant Console User Guide The main attendant can redirect their calls to the backup attendant by clicking the Out b

16 Chapter 2 Getting startedP0936572 02 Overflow attendantAn overflow attendant receives calls that are redirected from another attendant position

Chapter 2 Getting started 17Attendant Console User Guide Assistant attendantAn assistant attendant provides call coverage for one or more extensio

18 Chapter 2 Getting startedP0936572 02 Adding or removing an assistant attendant’s assigned extensions1 On the Tools menu, click Options.The Opti

Chapter 2 Getting started 19Attendant Console User Guide Setting up other attendant featuresCall notificationThere are two ways Attendant Console

2P0936572 02 Copyright © 2002 Nortel NetworksAll rights reserved. The information in this document is subject to change without notice. The statements

20 Chapter 2 Getting startedP0936572 02 Restoring the Attendant Console windowPart-time attendants can have the Attendant Console window minimised

Chapter 2 Getting started 21Attendant Console User Guide Setting the Attendant Selected optionThe Selected tab lets the attendant view a selected

22 Chapter 2 Getting startedP0936572 02 Disabling Transfer optionsIf your Business Communications Manager 2.5 system is not connected to a Centrex

23Attendant Console User Guide Chapter 3Using the Attendant Console windowThis chapter explains how to use the Attendant Console window.Components of

24 Chapter 3 Using the Attendant Console windowP0936572 02 Status barTo display the Status bar:1 On the View menu click Status bar.Attendant Conso

Chapter 3 Using the Attendant Console window 25Attendant Console User Guide Edit menuView menuCutCuts the selected text and moves it to the clipbo

26 Chapter 3 Using the Attendant Console windowP0936572 02 Tools menuReportsStarts the Reports component.Attendant MonitorOpens the Attendant Moni

Chapter 3 Using the Attendant Console window 27Attendant Console User Guide Transfer menu1st ContactTransfers the active call to the caller’s firs

28 Chapter 3 Using the Attendant Console windowP0936572 02 Caller menuTarget menuAnswer NextAnswers the next call in the queue.HoldPlaces an activ

Chapter 3 Using the Attendant Console window 29Attendant Console User Guide Attendant menuHelp menuInToggles with the Out command. When set to In,

3Attendant Console User Guide ContentsChapter 1Introduction to Attendant Console. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7Abo

30 Chapter 3 Using the Attendant Console windowP0936572 02 Using keystroke commandsYou can use keystroke commands to do many tasks quickly in Atte

Chapter 3 Using the Attendant Console window 31Attendant Console User Guide Keystroke commands with the Alt keyYou can access Call handling functi

32 Chapter 3 Using the Attendant Console windowP0936572 02 Using the toolbarThe toolbar contains several buttons that provide quick and easy acces

Chapter 3 Using the Attendant Console window 33Attendant Console User Guide About Loop buttonsThe Loop buttons on the left of the Attendant Consol

34 Chapter 3 Using the Attendant Console windowP0936572 02 Using Caller Information optionsThe Caller Information options display information abou

Chapter 3 Using the Attendant Console window 35Attendant Console User Guide The Edit Caller Information dialog boxUse the Edit Caller Information

36 Chapter 3 Using the Attendant Console windowP0936572 02 Caller ID Name and Caller ID NumberContains information provided through subscription b

Chapter 3 Using the Attendant Console window 37Attendant Console User Guide Using the call processing areaUse the Target list box and the Call Pro

38 Chapter 3 Using the Attendant Console windowP0936572 02 Makes a call from your extension to the number in the Target list box.Transfers the ac

Chapter 3 Using the Attendant Console window 39Attendant Console User Guide The Edit Employee Information dialog boxThis dialog box appears when y

4 ContentsP0936572 02Using the call processing area . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37The Edit Emplo

40 Chapter 3 Using the Attendant Console windowP0936572 02 Record NumberDisplays a unique record identifier number. You cannot edit this box.Voice

Chapter 3 Using the Attendant Console window 41Attendant Console User Guide Using the Directory optionsThe Directory options are at the bottom of

42 Chapter 3 Using the Attendant Console windowP0936572 02 Directory tabsFinds names of individual employees or groups of employees by department.

Chapter 3 Using the Attendant Console window 43Attendant Console User Guide Directory list employee and extension informationEach Directory list t

44 Chapter 3 Using the Attendant Console windowP0936572 02 Sorting information in the Directory listYou can sort the employee information in the D

45Attendant Console User Guide Chapter 4Handling callsWith Attendant Console you can manage calls using a mouse or a keyboard. When a call comes in, y

46 Chapter 4 Handling callsP0936572 02 Answering calls as an attendantThe Attendant Console window has six Loop buttons for call answering. Refer

Chapter 4 Handling calls 47Attendant Console User Guide 2 Answer the call with your company greeting. If you are answering a call from this number

48 Chapter 4 Handling callsP0936572 02 Using the Target list boxAfter you answer a call, click the called extension to put it in the Target list b

Chapter 4 Handling calls 49Attendant Console User Guide Using the Directory tabsThe tabs in the Directory dialog box show information about extens

Contents 5Attendant Console User Guide Chapter 6Generating reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

50 Chapter 4 Handling callsP0936572 02 Using the Directory Find boxUse the Directory Find box to search by name.To search by Name and put an exten

Chapter 4 Handling calls 51Attendant Console User Guide Using the Department list boxYou can search for a name by department from the Full tab usi

52 Chapter 4 Handling callsP0936572 02 Transferring a callYou can transfer an active call to an extension using the Contacts box, the Target list

Chapter 4 Handling calls 53Attendant Console User Guide To transfer a call to an outside number1 With an active incoming call on Attendant Console

54 Chapter 4 Handling callsP0936572 02 Parking, holding and screening callsWith Attendant Console you can screen calls for a employee, put the cal

Chapter 4 Handling calls 55Attendant Console User Guide To retrieve a parked call1 On the Caller menu, click View Parked Calls.The Parked Calls di

56 Chapter 4 Handling callsP0936572 02 To view parked calls1 On the Caller menu, click View Parked Calls.The Parked Calls dialog box appears, disp

Chapter 4 Handling calls 57Attendant Console User Guide Placing and retrieving calls on holdCalls can be placed on Hold and retrieved quickly.To p

58 Chapter 4 Handling callsP0936572 02 Screening callsYou can screen calls by asking an employee whether they want to talk to the caller.To screen

Chapter 4 Handling calls 59Attendant Console User Guide Contacting employees using Voice CallYou can use this feature as an intercom to talk direc

6 ContentsP0936572 02

60 Chapter 4 Handling callsP0936572 02 Linking and Joining callsUsing Attendant Console, you can create conference calls linking or joining calls.

Chapter 4 Handling calls 61Attendant Console User Guide Creating a conference callTo create a conference call to an outside number1 With an active

62 Chapter 4 Handling callsP0936572 02 Handling a callback callThere are two types of calls that return to Attendant Console:• an unanswered trans

Chapter 4 Handling calls 63Attendant Console User Guide To process a Hold call1 Tell the caller that the employee requests that they hold.2 In the

64 Chapter 4 Handling callsP0936572 02 Making a call from your extensionAs the attendant, you can call any extension in the company and any outsid

Chapter 4 Handling calls 65Attendant Console User Guide Handling calls at an employee’s telephoneWith Attendant Console employees can handle calls

66 Chapter 4 Handling callsP0936572 02 To join a call with the current call1 Press the Join display button to conference the caller in with your c

67Attendant Console User Guide Chapter 5Maintaining caller and employee informationWith Attendant Console you can manage caller and employee informati

68 Chapter 5 Maintaining caller and employee informationP0936572 02 2 In the Caller Information list box click Edit.The Edit Caller Information di

Chapter 5 Maintaining caller and employee information 69Attendant Console User Guide To create a new name caller record from an existing caller re

7Attendant Console User Guide Chapter 1Introduction to Attendant ConsoleAbout Attendant ConsoleAttendant Console is a call-management application that

70 Chapter 5 Maintaining caller and employee informationP0936572 02 Finding and editing caller informationYou can edit caller information at any t

Chapter 5 Maintaining caller and employee information 71Attendant Console User Guide Maintaining employee informationWhen Attendant Console is ins

72 Chapter 5 Maintaining caller and employee informationP0936572 02 Finding an employee recordYou can search for an employee by name, by departmen

Chapter 5 Maintaining caller and employee information 73Attendant Console User Guide To search for a person in a department1 In the Department box

74 Chapter 5 Maintaining caller and employee informationP0936572 02 Editing employee informationYou can edit employee information by adding or cha

Chapter 5 Maintaining caller and employee information 75Attendant Console User Guide Using the Make Caller buttonUse this function if an employee

76 Chapter 5 Maintaining caller and employee informationP0936572 02 Adding notes to employee recordsYou can add a note to an employee record by se

Chapter 5 Maintaining caller and employee information 77Attendant Console User Guide To save employee edit changes1 On the Edit Employee Informati

78 Chapter 5 Maintaining caller and employee informationP0936572 02

79Attendant Console User Guide Chapter 6Generating reportsAbout Attendant Console reportsAttendant Console collects information about incoming calls a

8 Chapter 1 Introduction to Attendant ConsoleP0936572 02 Attendant Console componentsAttendant Console is a software application that has three in

80 Chapter 6 Generating reportsP0936572 02 About the Reports windowTo open the Reports window1 On the Attendant window click Tools and then click

Chapter 6 Generating reports 81Attendant Console User Guide Components of the Reports windowThe Reports window contains the Database, Information,

82 Chapter 6 Generating reportsP0936572 02 Information list boxThe Information list box contains the report type information.The Report Type is av

Chapter 6 Generating reports 83Attendant Console User Guide Period list boxThe Period list box is available if:• you select a valid databaseand• y

84 Chapter 6 Generating reportsP0936572 02 Employees and Customers optionsUse these options to define the customers or employees who will be the s

Chapter 6 Generating reports 85Attendant Console User Guide Creating and viewing reportsUse the Reports component to generate reports for analysin

86 Chapter 6 Generating reportsP0936572 02 Setting the report periodSome reports require a report period. The report period defines the time span

Chapter 6 Generating reports 87Attendant Console User Guide To clear a dateYou can clear a date by deleting the contents of the box. A cleared box

88 Chapter 6 Generating reportsP0936572 02 Selecting employees and customers for the reportSome types of reports, especially those that concern ca

Chapter 6 Generating reports 89Attendant Console User Guide Creating the reportWhen you have entered all the data needed to create a report, the C

Chapter 1 Introduction to Attendant Console 9Attendant Console User Guide Attendant Console featuresThere are many features and benefits associate

90 Chapter 6 Generating reportsP0936572 02 Printing a reportWhen a report is in the Report Viewing area, the Print button is available.To print a

91Attendant Console User Guide GlossaryAssistant attendantThe assistant attendant is the telephone attendant who provides call coverage for specific e

92 GlossaryP0936572 02Hunt GroupA Hunt Group is a group of telephones that can be called by a single number. Hunt Groups are configured in your Bus

Attendant Console User Guide93IndexNumerics1st Contact, 272nd Contact, 273rd Contact, 27AAbout Attendant Console 29Active Call 33Adding note

94 IndexP0936572 02DDepartment box 39, 51using 51Dial DTMF Tones 28Directory Find box 50using 50Directory list 11Department column 43

Index 95Attendant Console User GuideMMain attendant, full-time 12Maintaining caller information 67Maintaining employee information 71Making a

96 IndexP0936572 02TTake button 19Target box 37finding an extension and moving it to 48Target extension 92Target menu 28Telephone display