ページに移動 of 96
Part No. P0936572 0 2 Business Communications Manager Attendant Console User Guide ...
2 P0936 572 02 Copyright © 2002 Nortel Networks All rights reserved. The informati on in this docu ment is subj ect to change wi thout noti ce. The statem ents, co nfigurat io ns , technica l data, a nd recomme ndation s in this d ocument are be lieved to be accu rate and reliable , but a re prese nted wit hout expr ess or implie d warranty. Users ...
3 Attendan t Conso le User G uide Contents Chapter 1 Introducti on to Attendant Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 About Atte ndant Co nsole . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Attendant Console c omponents . . . . . . . . . . . . . . . . . . . . ...
4 Contents P0936 572 02 Using the call proc essing ar ea . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 7 The Edit Empl oyee Info rmation d ialog box . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39 Using the Directory op tions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ...
Contents 5 Attendant Console Us er Guide Chapter 6 Generating report s . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79 About Atte ndant Co nsole repo rts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79 Report types . . . . . . . . . . . . . . . . . . . . . . . . . . . . ...
6 Contents P0936 572 02 ...
7 Attendan t Conso le User G uide Chapter 1 Introduction to Attendant Console About A ttendan t Conso le Attendan t Consol e is a cal l-managemen t application that g ives your b usines s centra lised call management a nd cal l activity reporting capab ility. Atte ndant Console runs on o ne or more Pentium ® cl ass pe rsonal compute rs. This gui d ...
8 Chapter 1 Intr oductio n to Att endant Cons ole P093657 2 02 Attendant Console c omponent s Attendan t Console is a sof tware applicat ion that has thr e e interrela ted compo nents: • Server c omponent • Client c omponent • Reports c omponent The Server component The Server componen t: • communic ates with your Bus iness Commun icati ons ...
Chapter 1 Introd uction to Attenda nt Consol e 9 Attendant Console U ser Guide Attendant Console featur es There ar e many fe atures an d benef its asso ciate d with Atte ndant Co nsole. Computer compatibility Attendan t Consol e combin es telec omm unicat ions with persona l comput ing to make your job easier , fast er and more eff icient. Graphic ...
10 Cha pter 1 Intro duction t o Attendant Console P093657 2 02 Choice of Attendant types You can set u p each compu ter to handle c alls e ither as a main a ttenda nt, or an overflow, ba ckup or assist ant at tendant. Each attendan t type gives y ou flexib ility in respo nding t o calls. This ensures that ca lls c an be handl ed in a professi onal ...
11 Attendan t Conso le User G uide Chapter 2 Getting started Configuring Attendant Console You must set up eac h computer that ha s Atte ndant Con sole inst alle d to handle calls either as a full- time main at tendan t, part- time main at tendan t, or a bac kup, overflow or as sistant attendan t . Every Cli ent co mponent must ha ve the Server ID ...
12 Cha pter 2 Getti ng started P093657 2 02 Types of attendant setups You must set up eac h computer that ha s Atte ndant Con sole inst alle d to handle calls either as a full- time main at tendan t, part- time main at tendan t, or a bac kup, over flow or as sistant atte ndant. The foll owing section exp lains the diff erent types of a ttendant set ...
Chapter 2 Gettin g started 13 Attendant Console U ser Guide Part- time mai n attendant The part -time main at tenda nt can answer incomi ng cal ls and per forms tasks on the compute r suc h as word pr ocessing. The diff erenc e between t he ful l-time mai n atte ndant set up and the part-t ime main attendan t setup is that the pa rt-time setup has ...
14 Cha pter 2 Getti ng started P093657 2 02 Backup attendant A backup at tendant is an at tendant position that r eceives calls that are redirected f rom anoth er attenda nt position. The ba ckup attendant can at the same time operat e as a main attendant, assistant attenda nt, or any combination of the attenda nt types. You must set up eac h Atten ...
Chapter 2 Gettin g started 15 Attendant Console U ser Guide The main at tenda nt can red irect their c alls to t he backup attend ant by c licking t he Out b utton on the Atte ndant Co nsole windo w . The main a ttend ant can cl ick t he In butt on to r esume re ceiving calls at the ir compu ter . ...
16 Cha pter 2 Getti ng started P093657 2 02 Overf low atte ndant An overfl ow atte ndant rec eives calls t hat are r edire cted from a nother attendan t position whose Loop butt ons are occupied wi th cal ls. For ex ample, i f a main at tendan t is handl ing six i ncoming calls, the nex t call i s redire cted to t he overfl ow attenda nt until one ...
Chapter 2 Gettin g started 17 Attendant Console U ser Guide Assistant attendant An as sis tant at ten dant p rov ide s call cov er age for one or mo re ext ens io ns i n the s yst em. Y o u ca n set up an a ss ist ant a tt end ant to mon itor incom ing call s to sp eci fic ex tens ions . Set u p an a ssis tant attenda nt if an employee wants an as ...
18 Cha pter 2 Getti ng started P093657 2 02 Adding or removing an assistant attendant’s assigned ex tensions 1 On the Tools menu , clic k Options . The Option s dial og box ap pears wit h the Opt ions t ab displa yed. 2 Click th e Assigned tab. To add an e xtension, click the exten s ion you want in th e All e xtens ions box and cl ick >> t ...
Chapter 2 Gettin g started 19 Attendant Console U ser Guide Settin g up other at tendant fea tures Call no tific ation There ar e two ways Attendant Console can not ify an at tenda nt of inco m ing cal ls: • If an att endant keeps the Attendant Cons ole window minimised and works on other tasks, they are not ified of incom ing ca lls with a Call ...
20 Cha pter 2 Getti ng started P093657 2 02 Restoring the Attendant Console windo w Part-t ime atte ndants can have the Attendant Console wi ndow minimise d or under another window. The atte ndant c an restor e the Att e ndant Console wind ow from th e taskbar by cli cking the Attendan t Consol e taskbar butto n. A quick er method i s to se t the A ...
Chapter 2 Gettin g started 21 Attendant Console U ser Guide Setting the Attendant Selected option The S elect ed t ab lets the atten dan t v iew a sele ct ed s ubse t of t he ful l dir ecto r y. Th is is usefu l if t he attenda nt’s incoming cal ls are directed to a limited number of exten sions. To display ext ensions 1 On the Tools menu clic k ...
22 Cha pter 2 Getti ng started P093657 2 02 Disabling Transfer op tions If your Business Communi cati ons Manage r 2.5 sy stem is not connec ted to a Centrex s witch o r is not conne cted t o CallPil ot, you c an dis able the L ink Tra nsfer or VM Tr ansfer bu ttons on the Attendan t Console wi ndow. To disable the Transfer Options 1 On the Tools m ...
23 Attendan t Conso le User G uide Chapter 3 Using the Attendant Console window This chap ter e xplain s how to u se the Attendant Console window. Components o f the Attendant Co nsole windo w menu bar Loop buttons toolb ar Caller Inf orma tion options Director y options Cal l proc es sing are a Status ba r ...
24 Cha pter 3 Usin g the Atten dant Con sole wind ow P093657 2 02 Status bar To displ ay the S tatus bar : 1 On the View me nu click Stat us bar . Attendant Console m enus If you ho ver you r mouse p oint er over the menu commands the Hel p tip s appea r in t he Stat us bar at the bott om of th e Attendan t Console window. File menu Displays the fu ...
Chapter 3 Using the Attenda nt Console window 25 Attendant Console U ser Guide Edit me nu View me nu Cut Cuts t he selec ted tex t and m oves it to the c lipboard . Copy Copies th e sel ected tex t to the clipboa rd. Paste Pastes t he con tents of th e clipboard at th e inserti on point. Dial Paste Dials the numb er in th e Clipb oard. Th e number ...
26 Cha pter 3 Usin g the Atten dant Con sole wind ow P093657 2 02 Tools menu Reports Starts the Reports comp onent. Attendant Monitor Opens the A tte ndan t Moni tor d i alog box th at dis pla ys diagnos tic i nformation sent by the C lient com ponen t and rece ived back from the Server compo nent. T he Attend ant Mo nitor help s in troublesho otin ...
Chapter 3 Using the Attenda nt Console window 27 Attendant Console U ser Guide Transfer menu 1st Con tact Transfer s the active c all to the ca ller’s fir st contact. 1st Con tact is en abled if there is an ac tive call and a con tact in the first box of the Cont acts list. 2nd Contact Transfe rs the activ e call to the caller ’s se cond contac ...
28 Cha pter 3 Usin g the Atten dant Con sole wind ow P093657 2 02 Call er me nu Target menu Answ er Ne xt Answers the next c all in th e queue. Hold Places an active c all on h old. Th e Hold butto n performs t he same f unction. Refer to “Parking, holding a nd screening c alls ” on p age 54 . Releas e Discon nec ts the activ e cal l. The Rele ...
Chapter 3 Using the Attenda nt Console window 29 Attendant Console U ser Guide Attendant menu Help menu In Toggles with the Out comm and. Wh en set to In, y ou are ta king cal ls. Out To ggles with the In comman d. When set to O ut, you are no t taking calls. Calls tha t ring a t your telephone are fo rwarded to the ba ckup atte ndant position . No ...
30 Cha pter 3 Usin g the Atten dant Con sole wind ow P093657 2 02 Using keystroke comm ands You can use keystroke commands t o do many t asks quic kly in Attendant Console. Access keys In Atten dant Cons ole, each menu and co mmand has a n underlined let ter cal led an acc ess key . 1 Press t he Alt key. This giv es you ac cess t o the me nu names ...
Chapter 3 Using the Attenda nt Console window 31 Attendant Console U ser Guide Keystroke commands with the Alt key You can acc ess Call handling f uncti ons direct ly from t he Attendan t window by pressin g the Alt key and t he under lined key s in th e commands. You must pres s the Al t key whil e you pr ess other key. For e xample, t o place an ...
32 Cha pter 3 Usin g the Atten dant Con sole wind ow P093657 2 02 Using the to olbar The toolb a r contains sev eral b uttons that pro vide quick and easy ac cess to s ome of the Attendan t Console f uncti ons. To display the toolbar 1 On the View me nu click Toolba r . The toolb a r is displaye d across t he top of the Att e ndant window below t h ...
Chapter 3 Using the Attenda nt Console window 33 Attendant Console U ser Guide About Lo op but tons The Loop but tons on the l eft of t he Attendan t Console window are la beled F1 to F6. You use the Loop butt ons to a nswer call s. Each Loop button can hand le a single cal l. The Lo op butt ons have colors and words that represent call activi ties ...
34 Cha pter 3 Usin g the Atten dant Con sole wind ow P093657 2 02 Using Caller In formation o ptions The Calle r Inf ormatio n options display info rmatio n about the ca ller tha t is stored in the Business Communicati ons Manage r 2.5 sy stem dat abase. Name Displa ys the na me of the ca ller. Caller Type Unclassi fied, Pe rsonal, Em ploye e, Vend ...
Chapter 3 Using the Attenda nt Console window 35 Attendant Console U ser Guide The Edit Cal ler Information d ialog b ox Use the Edi t Call er Infor mation dialog box to cha nge or add inform ation ab out callers. To access the Edit Caller Information dialog box 1 Below the Ca ller Informat ion options , click t he Edit button. The Edit Ca ller In ...
36 Cha pter 3 Usin g the Atten dant Con sole wind ow P093657 2 02 Caller ID Na me and Caller ID Nu mber Contai ns inf ormation p rovided throu gh subsc riptio n by the public switc hed telephon e network. Record Number Contai ns a uniq ue caller record identi fier nu mber. Yo u cannot chang e the informat ion in this box . Contacts Li sts th e cal ...
Chapter 3 Using the Attenda nt Console window 37 Attendant Console U ser Guide Using the call processing area Use the Ta rget l ist box a nd the Ca ll Proces sing buttons to make and t ransfer call s. The call proce ssing are a contains: Use the Target li st box to en ter the ext ensio n or tel ephone number to cal l. Transfer s the ac tive cal l t ...
38 Cha pter 3 Usin g the Atten dant Con sole wind ow P093657 2 02 Makes a call from your extensio n to the number i n the Target list box. Transfer s the activ e cal l to th e voi ce me ssag e mai lbox o f the e xtens ion in the Target list box so the calle r can l eave a m essa ge. Places a call on hold at the target ext ension. Accesses C entrex ...
Chapter 3 Using the Attenda nt Console window 39 Attendant Console U ser Guide The Edit Em ployee Informatio n dialog bo x This dia log box appears when you click the Edi t button i n the Direc tory option. Use t he Edit Employee di alog b ox to change or add informa tion about employees. For more informati on, refer to “Maintainin g employee i n ...
40 Cha pter 3 Usin g the Atten dant Con sole wind ow P093657 2 02 Record Number Display s a un ique reco rd identifier num ber. You canno t edit t his box. Voice Ma il Displ ays the v oice messag e mail box e xtension of the emplo yee. You c annot edit this box. Contacts Li sts th e employ ee’s three mos t freque ntly cal led pe rsons or extens i ...
Chapter 3 Using the Attenda nt Console window 41 Attendant Console U ser Guide Using the Director y options The Direc tory opti ons are at the bo ttom of th e Attendant Consol e window. The Direc tory opti ons are tabbed di rectori es tha t show views of the extensi ons on t he Business Communicati ons Manage r 2.5 t elephon e system. You c an use ...
42 Cha pter 3 Usin g the Atten dant Con sole wind ow P093657 2 02 Directory ta bs Finds nam es of individ ual em ployees or grou ps of employe es by de partment. The Find box f inds employee by name. The Departmen t box f inds e mploy ees b y departmen t. Type the first few letters o f the n ame in the Find b ox and click t he Find button. Nam es t ...
Chapter 3 Using the Attenda nt Console window 43 Attendant Console U ser Guide Directory list employee and extensi on information Each Dire ctory list tab vi ew shows t he follo wing emplo yee and extens ion in formation. . Directory list columns Note: Th e first two columns are not label ed and c ontain only icons , not t ext. person stat us icon ...
44 Cha pter 3 Usin g the Atten dant Con sole wind ow P093657 2 02 Sortin g inf ormat ion in the D irec tory list You can sort the employee infor mation in the Director y list t abs by exte nsion, name, notes o r departme nt. In the Full, Assig ned and Sele cted view s, th e info rm a tion a ppe ar s in colum ns w ith headings . To sort information ...
45 Attendan t Conso le User G uide Chapter 4 Handling cal ls With Atten dant Console you can manage calls using a mouse or a keybo ard. When a cal l comes in, you can respond t o the cal ler us ing eit her a te le phone or a headset . If you use a hea dset you r han ds are fr ee to us e your computer. Basic call processing with Attendant Console ? ...
46 Cha pter 4 Handl ing call s P093657 2 02 Answering calls as an attendant The Atten dant Cons ole window ha s six Loop buttons for ca ll answer ing. Ref er to “About Loop buttons” on pa ge 33 . Each Loop button can handle a si ngle call in progr es s. The col or of the Loop button c hanges depending on the activity. What the Loop buttons disp ...
Chapter 4 Handlin g calls 47 Attendant Console U ser Guide 2 Answer the call with you r company greetin g. If you are answer ing a c all fro m this n umber or company for t he first time, y ou can enter call er i nformat ion. For furt her in formati on, re fer t o “The Edit Cal ler Info rmatio n dialog bo x” on page 35 . If th is is not the f i ...
48 Cha pter 4 Handl ing call s P093657 2 02 Using the Ta rget list bo x After yo u answer a call , click t he cal led exte nsion to put it i n the Targ et list box. There ar e four ways to fi nd the correct e xtensi on when y ou are r eady to pr ocess a call : • “U sing the C ont act s box es” on pag e 48 • “U sing the D ire ctor y ta bs? ...
Chapter 4 Handlin g calls 49 Attendant Console U ser Guide Using the Directory tabs The tabs in the Director y dialog box show in formati on abou t exte nsions. To search by extension or name 1 Click th e Full , BL F , Assi gned or Selected tab. 2 Click th e exte nsion, t he name or t he depa rtment of the employee being calle d in the l ist. T he ...
50 Cha pter 4 Handl ing call s P093657 2 02 Usi ng the Di recto ry Find box Use the Di recto ry Find box t o search by name. To search by Name and put an extension in the Target list box 1 In the Find box, ty pe th e fir st le tter or le tt ers of th e pers on’s last nam e or fi rst n a me, dependin g on how the employee na mes are entered. For e ...
Chapter 4 Handlin g calls 51 Attendant Console U ser Guide Usi ng t h e Depart me nt l is t box You can sea r ch for a name by de partment f rom the Ful l tab usi ng the De partment l ist box. To search by department 1 Click th e arrow of the Depar tment list bo x. The list appea rs dis playing t he depa rtments assoc iated wit h extensions. 2 Clic ...
52 Cha pter 4 Handl ing call s P093657 2 02 Transferring a call You can tr ansfer an active c all to an exten sion using the Contacts box, t he Target list box or the Directo ry dia log box. Yo u can also transfer a cal l to a voi ce mess age mailbox. To transfer using the Contacts box 1 Double -click t he telep hone st atus i con to the ri ght of ...
Chapter 4 Handlin g calls 53 Attendant Console U ser Guide To transfer a call to an outside number 1 With an ac tive i ncoming call on Att endant Console, i n the Target list bo x type an outside telepho ne number. 2 Click th e Link Transfer butt on. The Loop but ton la bel sh ows Active, a nd the n umber in the Target list b ox is tone diale d. 3 ...
54 Cha pter 4 Handl ing call s P093657 2 02 Parking, holding and screening calls With Atte ndant Con sole you ca n screen calls for a e mployee, put th e calls on hold and park cal ls so that you can page th e employee. You can al so talk t o the emp loyee in i ntercom mode using Voice Cal l. Parking cal ls and paging employees With the P ark/Pa ge ...
Chapter 4 Handlin g calls 55 Attendant Console U ser Guide To retrieve a parked call 1 On the Caller menu, click View Pa rked Call s. The Parke d Call s dialog box appears. 2 Select the parked call . 3 Click th e R etrie ve button. or 1 On the too lbar, click . The Parked Calls dia l og box appears. 2 Select the parked call . 3 Click th e R etrie v ...
56 Cha pter 4 Handl ing call s P093657 2 02 To view par ked calls 1 On the Caller menu, click View Pa rked Call s . The Parked Calls dialog box appear s, displa ying: • the par k number of t he call • the cal ler’s na me (from the Name box of the Cal ler Inf ormation l ist box) • the name or exte nsion of t he called employee 2 Click th e C ...
Chapter 4 Handlin g calls 57 Attendant Console U ser Guide Placing and retri eving calls on ho ld Calls ca n be place d on Hold and retrieve d quick ly. To put an incoming call on hold 1 Click th e Ringi ng Loop butt on. 2 Click th e Hold button or clic k another Ringing Loop butt on. The previ ous cal l is put on hold . When the ac tive c all is p ...
58 Cha pter 4 Handl ing call s P093657 2 02 Screening calls You can scr e en calls by as king an employee whether th ey want to talk t o the call er. To screen and transfer a c all 1 Click th e Screen button. The acti ve call g oes on ho ld. The Lo op button c hanges c olor to b l ue. The extension rings and the Sc ree n Transfer dia log box a ppea ...
Chapter 4 Handlin g calls 59 Attendant Console U ser Guide Contacting employees using Voic e Call You can use this feature as an i nterc om to tal k dir ectly throug h the spea ker of the employee ’s telepho ne. 1 In the Target l ist bo x type o r enter t he ext ension of the empl oyee. 2 On the too lbar, click . 3 Speak to t he employee throu gh ...
60 Cha pter 4 Handl ing call s P093657 2 02 Linking and Joining calls Using Att endant Console, you can cre ate conference calls li nking or joinin g calls. Use the DTMF button t o tra nsfer or link calls on Cen trex l ines. To use the DTMF button with an incoming call on a Loop button 1 On the too lbar c lick . The acti ve inc oming cal l is place ...
Chapter 4 Handlin g calls 61 Attendant Console U ser Guide Creating a conference call To create a conference cal l to an outside number 1 With an ac tive i ncoming call on Att endant Console, i n the Target list bo x type an outside telepho ne number. 2 Click th e Link Transfer butt on. The Loop but ton la bel sh ows Active, a nd the n umber in the ...
62 Cha pter 4 Handl ing call s P093657 2 02 Handling a callback call Ther e are two t ypes o f ca lls t ha t ret urn to At te nda nt Co nsole : • an unanswe red tr ansfe r call • a call that t he emplo yee re turns to you f or att endant ha ndling Responding to a callback that an extension did not answer A callba ck can b e a call t hat is s e ...
Chapter 4 Handlin g calls 63 Attendant Console U ser Guide To process a Hol d call 1 Tell th e caller that the empl oyee requests t hat th ey hold. 2 In the Target l ist bo x enter t he employ ee’s e xtension. 3 Click th e Camp On button. The call is ca mped to t he employ ee’s ext ension. To process an Assi st call 1 Tell th e caller that the ...
64 Cha pter 4 Handl ing call s P093657 2 02 Making a call from you r extension As the at tendan t, you c an call an y extension in t he company and any outside nu m ber. The telepho ne number you type i n the Target lis t box ignor es spe cial cha racte rs such as hyphens , parenth eses, blank space s and commas. However , to re ach spe cial s ervi ...
Chapter 4 Handlin g calls 65 Attendant Console U ser Guide Handling calls at an e mployee’s telephone With Atte ndant Con sole emp loyees can handle calls at thei r teleph ones. After a cal l routes to an extensio n, a low-level tone al erts the employee the y have an incoming call, even if th ey are on the ir t elepho ne. The n ame of t he cal l ...
66 Cha pter 4 Handl ing call s P093657 2 02 To join a ca ll with the current ca ll 1 Press t he Join dis play bu tton to co nference the ca ller in with your curr ent ca ll. The employe e can see th e caller ’s name or Calle r ID name i n the display o f the te lephone and decide whe ther to inc lude th e caller in th e curr ent ca ll. To send a ...
67 Attendan t Conso le User G uide Chapter 5 Maintaining caller and employee information With Atte ndant Con sole you ca n manage c aller a nd employee i nformat ion. Maintaining call er informat ion When a ca ller con tacts your company , information about t he cal ler fro m the Att endant Console databas e appea rs in the Caller Informat ion list ...
68 Cha pter 5 Ma intainin g caller a nd empl oyee info rmation P093657 2 02 2 In the Call er Inf orma tio n list box cli ck Edit . The Edit Ca ller In formation dialog box appears. 3 Click th e New Caller button. This clea rs all t he bo xes in the Edit Caller Info rma tion dialog box and l e ts you create a new caller recor d. 4 In the Name list b ...
Chapter 5 Main taining c aller and e mployee infor mation 69 Attendant Console U ser Guide To create a new name ca ll er record from an existing caller record 1 On the Att endant Conso le wind ow, in th e Caller Infor m ation opt ions, click the Edit bu tton. The Edit Ca ller In formation dialog box appear s. 2 Click th e New Caller button. This cl ...
70 Cha pter 5 Ma intainin g caller a nd empl oyee info rmation P093657 2 02 Finding and ed iting caller inform ation You can edi t caller informat ion at any time a nd save the change s. To find caller information 1 In the At tendant Con sole window, in the Caller Information options, click the Edit butto n. The Edit Ca ller In formation dialog box ...
Chapter 5 Main taining c aller and e mployee infor mation 71 Attendant Console U ser Guide Maintaining emplo yee information When Attenda nt Conso le is in stalled, employee infor mation is pro vided by the Bus iness Communicati ons Manage r base unit. This infor mation appears i n the Di recto ry list box i n the bottom ce nter o f the Atte ndant ...
72 Cha pter 5 Ma intainin g caller a nd empl oyee info rmation P093657 2 02 Finding an emp loyee record You can sea r ch for an employe e by name, by depar tment or by an indivi dual wi thin a dep artment . You can sea r ch by an employee’ s name t wo ways: • On the Edit Employee Informat ion di alog box click th e Edit button and t hen clic k ...
Chapter 5 Main taining c aller and e mployee infor mation 73 Attendant Console U ser Guide To search for a person in a departm ent 1 In the Department box select a depa rtment. 2 In the Find box t ype the per son’s name. 3 Click th e Find button. Any extens ion s that match th e name in t he d epart ment appe ar in a list in the F ull tab Dir ect ...
74 Cha pter 5 Ma intainin g caller a nd empl oyee info rmation P093657 2 02 Editing employee in formatio n You can edi t employee infor m ation b y addin g or changi ng an ext ension, ch anging the person status of an e xtension o r by creating a new name fo r an ex tensi on. To add or ch ange an extension 1 In any Dir ectory t ab vie w (Full, BLF, ...
Chapter 5 Main taining c aller and e mployee infor mation 75 Attendant Console U ser Guide Using the Make Caller button Use this funct ion if an employee call s from a cus tomer’s of fice. To assign the name of an employee to a caller record 1 In the D ire ctory list, sele ct the employee's exte nsion or type the emp loyee’s extens ion num ...
76 Cha pter 5 Ma intainin g caller a nd empl oyee info rmation P093657 2 02 Adding no tes to employee record s You can add a note to an employ ee recor d by selec ting a note fr om a list or typing a per sonal not e. The note a ppears in th e Notes column under D irect ory in th e Attendant window. To select from the list of notes 1 Click an extens ...
Chapter 5 Main taining c aller and e mployee infor mation 77 Attendant Console U ser Guide To save employee edit changes 1 On the Edit Employ ee Information dia log box cli ck the Save butto n. The change s mad e to t he boxe s in t he Edit Employee Infor mation di alog bo x for the empl oyee highli ght ed in the Directo ry l is t ar e sa ved t o t ...
78 Cha pter 5 Ma intainin g caller a nd empl oyee info rmation P093657 2 02 ...
79 Attendan t Conso le User G uide Chapter 6 Generating re ports About A ttendant C onsole repo rts Attendan t Consol e collec ts inf ormation a bout i ncoming cal ls and t racks how c alls ar e proce ssed. Use the i nformat ion fr om the Repor ts compon ent to help spot trends and preve nt prob lems. You can use th e caller -rel ated i nformat ion ...
80 Cha pter 6 Gene rating rep orts P093657 2 02 About the Reports wi ndow To open the Reports window 1 On the Attendant window cli ck Tools and then cli ck Reports . The Report s window o pens. ...
Chapter 6 Generati ng reports 81 Attendant Console U ser Guide Comp onent s of the Re port s wind ow The Report s window c ontains t he Data base, Info rmation, Period, Empl oyees and Cu stomers list boxes and a report viewing area. T he Report s window me nus are Fi le, Edi t, View and Hel p. Use the Cr eate Re port, Page < , Page > and Prin ...
82 Cha pter 6 Gene rating rep orts P093657 2 02 Information list box The Infor mation list box contains the re port t ype info rmation. The Re port Typ e is ava ilabl e if yo u type a valid Micro soft Access datab ase in the Current Database box. If you s e lect a report typ e, a descriptio n of the report t ype appears in the Descri ption ar ea. ...
Chapter 6 Generati ng reports 83 Attendant Console U ser Guide Period list box The P eri od lis t box i s ava ilabl e if: • you se lect a va lid database and • you sele ct a report typ e that re quires you to def ine a r eport per iod. opens the O ne Week d i alog box. You c an spe cify a re port period with a duration of one week (Su nday t hr ...
84 Cha pter 6 Gene rating rep orts P093657 2 02 Employees and Customers options Use these optio ns to de fine the customers or emplo yees who will be th e subje ct of the report. Customer and Employee Sel ection dialog box From the Cus tomer and Empl oyee Sel ection d ialog boxes, you ca n choose the employe es or customer s to in clude in a re por ...
Chapter 6 Generati ng reports 85 Attendant Console U ser Guide Creating and vie wing reports Use the Report s component to genera te re ports for analy sing teleph one use in your company. Th is sectio n describ es the st eps req uired to generate rep ort s: • selec t a data base • select a report type • sel ect a repor t pe riod • select e ...
86 Cha pter 6 Gene rating rep orts P093657 2 02 Setting the report period Some re ports req uire a report p eriod. The report period defines the t ime span for which d ata is conside red. If you cho ose a repor t typ e that doe s not require a r eport per iod, t he Period li st box is unavail able. The r e port period beg ins on the From date and e ...
Chapter 6 Generati ng reports 87 Attendant Console U ser Guide To clear a date You can cl ear a d ate by deleting the conte nts of the box . A cleared box does not count a s a dat e, and d oes no t re stri ct th e rang e of the ot her date . Note: Th e To and Fr om boxes are active if you s elect a v a lid database a nd you se lect a report t ype t ...
88 Cha pter 6 Gene rating rep orts P093657 2 02 Selecting emplo yees and customers for th e report Some ty pes of rep orts, especial ly those t hat concern cal l data, le t you select se ts of employee s, customer s, or bot h. The info rmation for the set you select i s summari sed in th e report. Report s have cat egori es that a r e appropriate t ...
Chapter 6 Generati ng reports 89 Attendant Console U ser Guide Creating the report When you ha ve ent er ed all the data ne eded to creat e a report, the Cre at e Report button is avai la ble. To create a report 1 Click th e Create Report butt on. This star ts the repo rt g en era tio n p roc ess. The R epor ting ani m ate d icon appe ars to sho w ...
90 Cha pter 6 Gene rating rep orts P093657 2 02 Printi ng a repo rt When a repo rt is i n the R epo rt Vie wing area , the Pr int butto n is a v aila ble. To print a r eport 1 Click th e Print button. The r eport prin ts to t he d ef aul t prin ter. Y ou ca n ch a nge de fau lt prin ter the fro m th e Pr in ters folde r. Ac c ess t he Pr inters fol ...
91 Attendan t Conso le User G uide Glossary Assi stan t att enda nt The assi stant attendan t is the telep hone at tendant who pro vides c all cover age fo r spec ific employ ees. Backup atte ndant The backup attendant rece ives c alls wh en the ma in atten dant is not avai lable . The main attenda nt uses t he Out bu tton on the Atten dant mai n w ...
92 Glo ssary P0936 572 02 Hunt Gr oup A Hunt Group i s a group o f telephones that can b e called by a singl e number. Hunt Groups are conf igure d in your Bus i ness Communication s Manager base unit . ID Iden tificat ion. Internal ca ll An interna l call is a call, s uch a s a cal l from anoth er employee’ s ex tension, that ori gin ates from y ...
Attendan t Conso le User G uide 93 Index Numerics 1st Contact , 27 2nd Con tact, 27 3rd Co nta ct, 27 A About At tendant Consol e 29 Active Call 33 Adding notes to employee records 76 All extensions 18 All extensions box 21 Answer next 2 8 Answering calls as an atte ndant 46 Assign ed extens ion rin gs 19 Assigned tab Director y list 18 Assign ed t ...
94 Ind ex P0936 572 02 D Depart ment box 39, 51 usin g 51 Dial DTMF Tones 28 Director y Find box 50 usin g 50 Director y list 11 Department column 43 employee infor mat ion 43 Ext column 43 extension information 43 Name column 43 Notes column 43 sorting inform ation 44 usin g 71 Director y list tab views 42, 4 9 BLF ta b view 42 Full 42 Selected 42 ...
Index 95 Attendan t Conso le User G uide M Main attendant, full-time 12 Maintaining caller information 6 7 Maintaining employee information 71 Making a call f rom the at tendant’s extension 64 Managing calls using telepho ne display buttons 65 Menu bar usin g 24 My Extens ion 12 My extens ion ri ngs 19 N Name box 35, 3 9, 70 Network ed model 92 N ...
96 Ind ex P0936 572 02 T Take b ut t on 19 Target bo x 37 finding an extens ion and mo ving it to 48 Targ et ex tens io n 92 Target menu 28 Telephon e displa y buttons Assist 66 Hold 65 IntAct 66 Join 66 Next 65 Talk 65 VM 65 teleph one st atus icon call forward 43 do not disturb 43 off-hook 43 on-hook 43 Tip of the Day di alog box 11, 29 Toolbar u ...
Nortel Attendant Consoleのメーカーから受け取ることができるドキュメントは、いくつかのグループに分けられます。その一部は次の通りです:
- #BRANDの図面#
- Attendant Consoleの取扱説明書
- Nortelの製品カード
- パンフレット
- またはNortel Attendant Consoleの消費電力シール
それらは全部重要ですが、デバイス使用の観点から最も重要な情報は、Nortel Attendant Consoleの取扱説明書に含まれています。
取扱説明書と呼ばれる文書のグループは、Nortel Attendant Consoleの取り付け説明書、サービスマニュアル、簡易説明書、またはNortel Attendant Consoleのユーザーマニュアル等、より具体的なカテゴリーに分類されます。ご必要に応じてドキュメントを検索しましょう。私たちのウェブサイトでは、Nortel Attendant Consoleの製品を使用するにあたって最も人気のある説明書を閲覧できます。
Nortel Attendant Consoleデバイスの取扱説明書はどのようなものですか？
取扱説明書は、ユーザーマニュアル又は単に「マニュアル」とも呼ばれ、ユーザーがNortel Attendant Consoleを使用するのを助ける技術的文書のことです。説明書は通常、全てのNortel Attendant Consoleユーザーが容易に理解できる文章にて書かれており、その作成者はその分野の専門家です。
Nortelの取扱説明書には、基本的な要素が記載されているはずです。その一部は、カバー/タイトルページ、著作権ページ等、比較的重要度の低いものです。ですが、その他の部分には、ユーザーにとって重要な情報が記載されているはずです。
1. Nortel Attendant Consoleの説明書の概要と使用方法。説明書にはまず、その閲覧方法に関する手引きが書かれているはずです。そこにははNortel Attendant Consoleの目次に関する情報やよくある質問、最も一般的な問題に関する情報を見つけられるはずです。つまり、それらはユーザーが取扱説明書に最も期待する情報なのです。
2. 目次。Nortel Attendant Consoleに関してこのドキュメントで見つけることができる全てのヒントの目次
3. Nortel Attendant Consoleデバイスの基本機能を使うにあたってのヒント。 Nortel Attendant Consoleのユーザーが使い始めるのを助けてくれるはずです。
4. トラブルシューティング。Nortel Attendant Consoleに関する最も重要な問題を診断し、解決するために役立つ体系化された手続き
5. FAQ。よくある質問
6. 連絡先。一人では問題を解決できない場合に、その国におけるNortel Attendant Consoleのメーカー/サービスへの連絡先に関する情報。
Nortel Attendant Consoleについてご質問がありますか？
次のフォームを使用してください
見つけた説明書を読んでもNortel Attendant Consoleの問題を解決できない場合、下記のフォームを使用して質問をしましょう。ユーザーのどなたかがNortel Attendant Consoleで同様の問題を抱えていた場合、その解決方法を共有したいと考えるかもしれません。