Avaya BCM 2.0 Attendant Console Guía de usuario

www.nortelnetworks.com© 2000 Nortel NetworksP0911960 Issue 02Enterprise Edge 2.0 Attendant ConsoleUser Guide

10 Introduction to Enterprise Edge Attendant ConsoleEnterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02Using right-click capabilityRig

P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User GuideUnderstanding Enterprise Edge Attendant ConsoleEnterprise Edge Attendant Console is

12 Understanding Enterprise Edge Attendant ConsoleEnterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02Reports componentThe Reports comp

Understanding Enterprise Edge Attendant Console 13P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User GuidePC compatibilityEnterprise Edge A

14 Understanding Enterprise Edge Attendant ConsoleEnterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02

P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User GuideGetting startedAfter your Enterprise Edge Attendant Console system is set up and che

16 Getting startedEnterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02Quitting the Client componentTo quit the Client component:1. On t

Getting started 17P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User Guide5. Click the Close button to see the Enterprise Edge Attendant Co

18 Getting startedEnterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02To set or change the attendant’s extension number:1. On the Tools

Getting started 19P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User GuideOverflow attendant setupAn overflow attendant receives calls that

20 Getting startedEnterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02To add or remove an assistant attendant’s assigned extensions:1.

Getting started 21P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User GuideSetting up other attendant featuresCall notificationThere are two

22 Getting startedEnterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02Automatically restoring the Attendant Console window when a call

Getting started 23P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User GuideSetting Transfer options for the voice message mailbox and linkin

24 Getting startedEnterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02

P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User GuideUsing the Attendant Console windowThis section explains how to use the components of

26 Using the Attendant Console windowEnterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02ToolbarThe toolbar is under the menu bar and c

Using the Attendant Console window 27P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User GuideDirectory listThe Directory list is at the bot

28 Using the Attendant Console windowEnterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02Using the menu barThe menu bar contains the me

Using the Attendant Console window 29P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User GuideView menuThe View menu contains:Tools menuThe

P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User GuideContentsChapter 1 Introduction to Enterprise Edge Attendant Console 7About this guid

30 Using the Attendant Console windowEnterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02Transfer menuThe Transfer menu contains:1st Co

Using the Attendant Console window 31P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User GuideCaller menuThe Caller menu contains:Answer Nex

32 Using the Attendant Console windowEnterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02Target menuThe Target menu contains:Attendant

Using the Attendant Console window 33P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User GuideHelp menuThe Help menu contains:Using the tool

34 Using the Attendant Console windowEnterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02Words and colors on Loop buttons:Use the View

Using the Attendant Console window 35P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User GuideUsing Caller Information optionsCaller Informa

36 Using the Attendant Console windowEnterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02The Edit Caller Information dialog boxUse the

Using the Attendant Console window 37P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User Guide The following buttons appear in the Edit Call

38 Using the Attendant Console windowEnterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02The following buttons are in the call processi

Using the Attendant Console window 39P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User Guidechanges the caller or Caller ID record to an e

4 ContentsEnterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02View menu 29Tools menu 29Transfer menu 30Caller menu 31Target menu 32Atte

40 Using the Attendant Console windowEnterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02The Edit Employee Information dialog boxThis d

Using the Attendant Console window 41P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User GuideThe following buttons appear in the Edit Emplo

42 Using the Attendant Console windowEnterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02Directory list employee and extension informat

Using the Attendant Console window 43P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User GuideThe other columns in the Directory list are:So

44 Using the Attendant Console windowEnterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02

P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User GuideHandling callsWith Enterprise Edge Attendant Console you can manage calls using a mo

46 Handling callsEnterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02A new incoming call appears as a yellow Loop button that displays

Handling calls 47P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User Guide2. Answer the call with your company greeting. If you are answerin

48 Handling callsEnterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02Using the Directory tab viewsThe tab views in the Directory dialog

Handling calls 49P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User GuideUsing the Department list boxYou can search for a name by departme

Contents 5P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User GuideChapter 7 Generating reports 75Report types 75Calls by Customers report 7

50 Handling callsEnterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02To transfer using the Contacts box:1. Double-click the telephone s

Handling calls 51P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User GuideTo transfer a call to an outside number:1. With an active incoming

52 Handling callsEnterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02.3. Click a call in the Parked calls list and then click the appro

Handling calls 53P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User GuideTo retrieve a parked call:1. On the Caller menu, click View Parked

54 Handling callsEnterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02Placing and retrieving calls on holdCalls can be placed on Hold an

Handling calls 55P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User GuideScreening callsYou can screen calls by asking an employee whether

56 Handling callsEnterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02Linking and Joining callsUsing Enterprise Edge Attendant Console,

Handling calls 57P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User GuideHandling a callback callThere are two types of calls that return t

58 Handling callsEnterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02To respond to a Callback call that a called person returns:1. Clic

Handling calls 59P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User GuideMaking a call from the attendant’s extensionAs the attendant, you

6 ContentsEnterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02

60 Handling callsEnterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02Handling calls at an employee’s telephoneEnterprise Edge Attendant

Handling calls 61P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User GuideTo send a call to Enterprise Edge Voice Messaging:1. Press the VM

62 Handling callsEnterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02

P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User GuideMaintaining caller and employee informationEnterprise Edge Attendant Console manages

64 Maintaining caller and employee informationEnterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02To create a new caller record from an

Maintaining caller and employee information 65P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User Guide• transferring the call to Enterprise

66 Maintaining caller and employee informationEnterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 023. In the Name box type the name of a

Maintaining caller and employee information 67P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User GuideTo edit a caller’s record:1. Make sur

68 Maintaining caller and employee informationEnterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02Using the Directory listInformation i

Maintaining caller and employee information 69P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User GuideTo search by name:1. In the Attendant

P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User GuideIntroduction to Enterprise Edge Attendant ConsoleEnterprise Edge Attendant Console i

70 Maintaining caller and employee informationEnterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02To search for an individual in a depa

Maintaining caller and employee information 71P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User GuideTo change the person status of an ext

72 Maintaining caller and employee informationEnterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02Adding notes to employee recordsYou c

Maintaining caller and employee information 73P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User GuideTo save employee edit changes:1. On t

74 Maintaining caller and employee informationEnterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02

P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User GuideGenerating reportsEnterprise Edge Attendant Console collects information about incom

76 Generating reportsEnterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02Extension Directory reportThe Extension Directory report lists

Generating reports 77P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User GuidePeriod list boxNote: The Period list box is available if:• you

78 Generating reportsEnterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02Employees and Customers optionsUse these options to define cus

Generating reports 79P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User GuideCreating and viewing reportsUse the Reports component to gener

8 Introduction to Enterprise Edge Attendant ConsoleEnterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02About this guideThis document de

80 Generating reportsEnterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02Selecting a report typeAfter you load a database, select the t

Generating reports 81P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User GuideTo specify a report of one month:1. Click the One Month button

82 Generating reportsEnterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02Selecting employees and customers for the reportSome types of

Generating reports 83P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User GuideCreate Report buttonWhen you have entered all the data needed

84 Generating reportsEnterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02Printing a reportWhen a report is in the Report Viewing area,

P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User GuideGlossaryAssistant attendantThe assistant attendant is the telephone attendant who pr

86 GlossaryEnterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02External callAn external call is a call that originates from outside you

Glossary 87P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User GuideStand-alone modelA stand-alone model is a Enterprise Edge Attendant Cons

88 GlossaryEnterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02

P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User GuideIndexNumerics1st Contact, 302nd Contact, 303rd Contact, 30AAbout Enterprise Edge Att

Introduction to Enterprise Edge Attendant Console 9P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User GuideAccess keysIn Enterprise Edge At

90 IndexEnterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02Directory list 17, 27, 41Department column 43employee information 42Ext col

Index 91Enterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02Making a call from the attendant’s extension 59Managing calls using telepho

92 IndexEnterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02Tip of the Day dialog box 16, 33Title bar 25Toolbar 26, 29using 33Tools 22T