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Enterprise Edge Attendant Console
User Guide
1-800-4 NORTEL
www.nortelnetworks.com
© 1999 Nortel Networks
P0908544 Issue 01
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Contents Chapter 1 Introduction to Enterprise Edge Attendant Console 7 About this guide 8 Conventions 8 Naming of window components 8 Using the keyboard to navigate Enterprise Edge Attendant Console 8 Processing a call with right-click capability 10 References 10 Chapter 2 Understanding Enterprise Edge Attendant Console 11 Server component 11 Attendant component 11 Reports component 12 Enterprise Edge Attendant Console features 12 Easy to use, time saving Graphical User Interface (GUI) 12 Advanc
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4 Contents Using the menu bar 28 File menu 28 Edit menu 28 View menu 29 Tools menu 29 Transfer menu 30 Caller menu 31 Target menu 32 Attendant menu 32 Help menu 33 Using the toolbar 33 Using Caller Information options 35 Using the call processing area 37 Using the Directory options 38 Search and edit functions in the Directory options 38 Directory list 41 Chapter 5 Handling calls 45 Answering calls as an attendant 45 Finding the called person’s extension and placing it in the Target list box 4
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Contents 5 Chapter 6 Maintaining caller and employee information 63 Maintaining caller information 63 Creating a new caller record 63 Finding and editing caller information 66 Maintaining employee information 67 Working with the Directory list 68 Finding an employee record 68 Editing employee information 70 Chapter 7 Generating reports 75 Report types 75 Calls by Customers report 75 Calls to Employees report 75 Extension Directory report 76 Working with the Reports window 76 Database box 76 Inf
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6 Contents Enterprise Edge Attendant Console User Guide P0908544 Issue 01
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Introduction to Enterprise Edge Attendant 1 Console Enterprise Edge Attendant Console is an application that provides centralized call management and call activity reporting capability to a business. Enterprise Edge ® Enterprise Edge Attendant Console runs on one or more Pentium Class personal computers (PCs). You can customize the way Enterprise Edge Attendant Console is set up to suit your company’s call management requirements. A telephone attendant uses the graphical user interface to:
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8 Introduction to Enterprise Edge Attendant Console About this guide This document describes how Enterprise Edge Enterprise Edge Attendant Console works and how to use it in your company. The instructions in this guide are intended for experienced PC users. The Enterprise Edge Attendant Console User Guide is organized as follows: Introduction to Enterprise Edge provides an overview of how this guide is organized, Attendant Console offers references and discusses using shortcut keys and rig
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Introduction to Enterprise Edge Attendant Console 9 Access keys In Enterprise Edge Attendant Console, each menu name and each command in the menu has an underlined letter called an Access key. To use the Access keys: 1. Press and release the Alt key. This gives you access to the menu names in the menu bar. 2. Press the Access key for the menu name and release it. For example, to open the Edit menu, press Alt then E and the Edit menu is displayed. 3. Press the Access key for the desired comman
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10 Introduction to Enterprise Edge Attendant Console Processing a call with right-click capability Right-click capability helps you process calls faster by minimizing mouse movement. You can use right-click capability for these call processing options: • originate a call • transfer a call • screened transfer • transfer a call to voice message mailbox • link transfer • park a call and page an employee • camp a call on an extension To use right-click capability: 1. Click a name or extension in t
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Understanding Enterprise Edge Attendant 2 Console Enterprise Edge Attendant Console is a client/Enterprise Edge server software application that consists of the following three interrelated components: • Server component. Refer to Server component on page 11 • Attendant component. Refer to Attendant component on page 11 • Reports component. Refer to Reports component on page 12 Server component The Server component communicates with your Enterprise Edge server initiating Enterprise Edge telep
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12 Understanding Enterprise Edge Attendant Console Reports component The Reports component provides information about incoming calls to your company. Reports can help you identify trends and find answers to questions before they become problems. You can request a report from any PC with an Attendant component and view the report in the Reports window or print it on an attached printer. Enterprise Edge Attendant Console features There are many features and benefits associated with Enterprise
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Understanding Enterprise Edge Attendant Console 13 Overflow attendant Overflow calls are transferred to an overflow attendant. Consequently, calls are not lost during busy periods. Reports Enterprise Edge Attendant Console gives you reports that help you obtain information such as the number of incoming calls and who answers the calls. This information shows the calling trends in the business and the performance of the telephone system. Ability to handle growth A one-time purchase of Enter
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14 Understanding Enterprise Edge Attendant Console Enterprise Edge Attendant Console User Guide P0908544 Issue 01
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Getting started 3 After your Enterprise Edge Attendant Console system is set up and checked by the installer or System Administrator, you can use the Enterprise Edge Attendant Console components. Before you handle calls, make sure you know how to start and quit Enterprise Edge Attendant Console on your PC. For information on starting the components for the first time, refer to Initializing and configuring the Attendant component on page 16. Starting the Attendant component For information a
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16 Getting started Quitting the Attendant component To quit the Attendant component: 1. On the File menu click Exit or on the title bar click the Close box. A message appears asking if you want to quit Enterprise Edge Attendant Console. 2. Click the Yes button. You can also shut down the Attendant component from the Windows taskbar by right-clicking the Enterprise Edge Attendant Console Attendant taskbar button and clicking the Close button. Initializing and configuring the Attendant compone
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Getting started 17 5. Click the Close button to see the Enterprise Edge Attendant Console Attendant window. When the setup is complete, the Directory list displays the Enterprise Edge extensions connected to the Enterprise Edge server. Types of attendant setups Each PC that has the Attendant component installed must be set up 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 s
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18 Getting started The Attendant component displays all incoming calls to the attendant’s telephone as a yellow Ringing Loop button on the Attendant window. If the attendant’s telephone is programmed to receive all the incoming calls for the company, (that is as a main attendant) Enterprise Edge Attendant Console Attendant displays those calls. Before the attendant can receive and make calls, you must set the attendant’s extension number through the Attendant component. The extension must
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Getting started 19 To set up the backup attendant: 1. On the Tools menu click Options. The Options dialog box appears with the Options tab open. 1. In the Redirect calls to option in the Extension box, type the backup attendant’s extension number. 2. 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
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20 Getting started Assistant attendant setup An assistant attendant provides call coverage for one or more extensions in the system. You can set up an assistant attendant to monitor incoming calls to specific extensions. Set up an assistant attendant if an employee wants an assistant attendant, such as an administrative assistant, to answer the employees’ calls. To set up an assistant attendant: 1. On the Tools menu, click Options. The Options dialog box appears with the Options tab open. 2.
