Part No.
Copyright © 2002 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.
Contents Chapter 1 Introduction to Attendant Console. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 About Attendant Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Attendant Console components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 The Server component . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 The Client component . . . . . . . .
Contents Using the call processing area . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 The Edit Employee Information dialog box . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39 Using the Directory options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41 Sorting information in the Directory list . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44 Chapter 4 Handling calls. . . . . . . . . . . . . . . . .
Contents 5 Chapter 6 Generating reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79 About Attendant Console reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79 Report types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79 About the Reports window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Contents P0936572 02
Chapter 1 Introduction to Attendant Console About Attendant Console Attendant Console is a call-management application that gives your business centralised call management and call activity reporting capability. Attendant Console runs on one or more Pentium® class personal computers. This guide tells an attendant how to set up and use Attendant Console, and how to use Attendant Console setups that meet your business’ call handling needs.
Chapter 1 Introduction to Attendant Console Attendant Console components Attendant Console is a software application that has three interrelated components: • • • Server component Client component Reports component The Server component The Server component: • • • communicates with your Business Communications Manager 2.5 system to initiate telephone functions such as transferring calls, placing calls on hold and parking calls.
Chapter 1 Introduction to Attendant Console 9 Attendant Console features There are many features and benefits associated with Attendant Console. Computer compatibility Attendant Console combines telecommunications with personal computing to make your job easier, faster and more efficient. Use of existing hardware You do not need to purchase additional dedicated hardware to use the power of Attendant Console.
Chapter 1 Introduction to Attendant Console Reports You can generate reports that contain 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 Attendant Console is often all that is needed. If you want to add more attendant positions as the company grows, Attendant Console is easily expandable.
Chapter 2 Getting started Configuring Attendant Console You must set up each computer that has Attendant Console installed to handle calls either as a full-time main attendant, part-time main attendant, or a backup, overflow or assistant attendant. Every Client component must have the Server ID and Attendant extension options set for the Client component to function. The Server ID tells the Client component where the Server component is located.
Chapter 2 Getting started Types of attendant setups You must set up each computer that has Attendant Console installed to handle calls either as a full-time main attendant, part-time main attendant, or a backup, overflow or assistant attendant. The following section explains the different types of attendant setups. Full-time main attendant The full-time main attendant is a telephone operator that has the Attendant window always visible on their computer. There can be more than one full-time attendant.
Chapter 2 Getting started 13 Part-time main attendant The part-time main attendant can answer incoming calls and performs tasks on the computer such as word processing. The difference between the full-time main attendant setup and the part-time main attendant setup is that the part-time setup has additional attendant options selected that notify the attendant of incoming calls when the Attendant component is minimised.
Chapter 2 Getting started Backup attendant A backup attendant is an attendant position that receives calls that are redirected from another attendant position. The backup attendant can at the same time operate as a main attendant, assistant attendant, or any combination of the attendant types. You must set up each Attendant computer that is set up to receive incoming calls to redirect the calls to the backup Attendant computer.
Chapter 2 Getting started 15 The main attendant can redirect their calls to the backup attendant by clicking the Out button on the Attendant Console window. The main attendant can click the In button to resume receiving calls at their computer.
Chapter 2 Getting started Overflow attendant An overflow attendant receives calls that are redirected from another attendant position whose Loop buttons are occupied with calls. For example, if a main attendant is handling six incoming calls, the next call is redirected to the overflow attendant until one of the main attendant’s six Loop buttons is available.
Chapter 2 Getting started 17 Assistant attendant 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 their calls. Setting up an assistant attendant 1 On the Tools menu, click Options. The Options dialog box appears with the Options tab displayed.
Chapter 2 Getting started Adding or removing an assistant attendant’s assigned extensions 1 On the Tools menu, click Options. The Options dialog box appears with the Options tab displayed. 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 extensions list. To remove an extension from the Assigned extensions list, click the extension number in the Assigned extensions list and click <<.
Chapter 2 Getting started 19 Setting up other attendant features Call notification There are two ways Attendant Console can notify an attendant of incoming calls: • • If an attendant keeps the Attendant Console window minimised and works on other tasks, they are notified of incoming calls with a Call Notification dialog box. The attendant can answer the call by clicking the Take button or they can ignore the call and let another attendant answer it.
Chapter 2 Getting started Restoring the Attendant Console window Part-time attendants can have the Attendant Console window minimised or under another window. The attendant can restore the Attendant Console window from the taskbar by clicking the Attendant Console taskbar button. A quicker method is to set the Attendant Console window to restore automatically. The Client component can automatically restore the window when the attendant’s extension goes off-hook (“active”).
Chapter 2 Getting started 21 Setting the Attendant Selected option The Selected tab lets the attendant view a selected subset of the full directory. This is useful if the attendant’s incoming calls are directed to a limited number of extensions. To display extensions 1 On the Tools menu click Options. The Options dialog box appears with the Options tab displayed. 2 Click the Selected tab.
Chapter 2 Getting started Disabling Transfer options If your Business Communications Manager 2.5 system is not connected to a Centrex switch or is not connected to CallPilot, you can disable the Link Transfer or VM Transfer buttons on the Attendant Console window. To disable the Transfer Options 1 On the Tools menu click Options. The Options dialog box appears with the Options tab displayed. The Transfer Options are in the bottom right of the dialog box.
Chapter 3 Using the Attendant Console window This chapter explains how to use the Attendant Console window.
Chapter 3 Using the Attendant Console window Status bar To display the Status bar: 1 On the View menu click Status bar. Displays the functions of the toolbar button when you point to it. The Loop Overflow icon appears if there are more calls waiting to be answered than available Loop buttons. Appears if the Num Lock key is on. Shows the date and time.
Chapter 3 Using the Attendant Console window 25 Edit menu Cut Cuts the selected text and moves it to the clipboard. Copy Copies the selected text to the clipboard. Paste Pastes the contents of the clipboard at the insertion point. Dial Paste Dials the number in the Clipboard. The number can include special characters such as hyphen, parenthesis, space or period. Note: The Clipboard contents are added to any characters already in the Target list box.
Chapter 3 Using the Attendant Console window Tools menu Reports Starts the Reports component. Attendant Monitor Opens the Attendant Monitor dialog box that displays diagnostic information sent by the Client component and received back from the Server component. The Attendant Monitor helps in troubleshooting. Log to File Writes Client component activity and Server messaging to a log file. This is used for troubleshooting.
Chapter 3 Using the Attendant Console window 27 Transfer menu 1st Contact Transfers the active call to the caller’s first contact. 1st Contact is enabled if there is an active call and a contact in the first box of the Contacts list. 2nd Contact Transfers the active call to the caller’s second contact. 2nd Contact is enabled if there is an active call and a contact in the second box of the Contacts list. 3rd Contact Transfers the active call to the caller’s third contact.
Chapter 3 Using the Attendant Console window Caller menu Answer Next Answers the next call in the queue. Hold Places an active call on hold. The Hold button performs the same function. Refer to “Parking, holding and screening calls” on page 54. Release Disconnects the active call. The Release button performs the same function. Park Parks the active call so you can page the person whose extension is in the Target list box.
Chapter 3 Using the Attendant Console window 29 Attendant menu In Toggles with the Out command. When set to In, you are taking calls. Out Toggles with the In command. When set to Out, you are not taking calls. Calls that ring at your telephone are forwarded to the backup attendant position. Note: To redirect calls to a backup extension, on the Tools menu click Options. Set redirect options in the Options dialog box.
Chapter 3 Using the Attendant Console window Using keystroke commands You can use keystroke commands to do many tasks quickly in Attendant Console. Access keys In Attendant Console, each menu and command has an underlined letter called an access key. 1 Press the Alt key. This gives you access to the menu names in the menu bar. 2 Press the access key for the menu name. For example, to open the Edit menu, press Alt and then E. 3 Press the access key for the desired command.
Chapter 3 Using the Attendant Console window 31 Keystroke commands with the Alt key You can access Call handling functions directly from the Attendant window by pressing the Alt key and the underlined keys in the commands. You must press the Alt key while you press other key. For example, to place an active call on Hold, press the Alt key and press H. Using right-click capability Right-click capability lets you process calls faster by minimising mouse movement.
Chapter 3 Using the Attendant Console window Using the toolbar The toolbar contains several buttons that provide quick and easy access to some of the Attendant Console functions. To display the toolbar 1 On the View menu click Toolbar. The toolbar is displayed across the top of the Attendant window below the menu bar. Toolbar buttons Use the In and Out buttons to indicate whether or not you can take calls.
Chapter 3 Using the Attendant Console window 33 About Loop buttons The Loop buttons on the left of the Attendant Console window are labeled F1 to F6. You use the Loop buttons to answer calls. Each Loop button can handle a single call. The Loop buttons have colors and words that represent call activities. For example, a yellow Loop button with the word "Ringing" represents an incoming call at your extension.
Chapter 3 Using the Attendant Console window Using Caller Information options The Caller Information options display information about the caller that is stored in the Business Communications Manager 2.5 system database. Name Displays the name of the caller. Caller Type Unclassified, Personal, Employee, Vendor or Customer. Company The company the call is originating from. Note Any note you want to add to the caller information. Opens the Edit Caller Information dialog box.
Chapter 3 Using the Attendant Console window 35 The Edit Caller Information dialog box Use the Edit Caller Information dialog box to change or add information about callers. To access the Edit Caller Information dialog box 1 Below the Caller Information options, click the Edit button. The Edit Caller Information dialog box appears. Name Contains the caller’s name. A first time caller name is the Caller ID name provided by the telephone company. You can change this Caller ID name to the caller’s name.
Chapter 3 Using the Attendant Console window Caller ID Name and Caller ID Number Contains information provided through subscription by the public switched telephone network. Record Number Contains a unique caller record identifier number. You cannot change the information in this box. Contacts Lists the caller’s three most frequently called persons in your company. Saves the caller record displayed in the boxes of the Edit Caller Information dialog box to the database.
Chapter 3 Using the Attendant Console window 37 Using the call processing area Use the Target list box and the Call Processing buttons to make and transfer calls. The call processing area contains: Use the Target list box to enter the extension or telephone number to call. Transfers the active call to the extension number in the Target list box. Screens a call transfer of an active call to the extension number in the Target list box. Click the Screen button and the caller is put on hold.
Chapter 3 Using the Attendant Console window Makes a call from your extension to the number in the Target list box. Transfers the active call to the voice message mailbox of the extension in the Target list box so the caller can leave a message. Places a call on hold at the target extension. Accesses Centrex or CO line features (such as off-premise transfer or conference) or other systems or carriers while on an outside call. It is also used to tone dial the digits in the Target list box.
Chapter 3 Using the Attendant Console window 39 The Edit Employee Information dialog box This dialog box appears when you click the Edit button in the Directory option. Use the Edit Employee dialog box to change or add information about employees. For more information, refer to “Maintaining employee information” on page 71. Name Contains the employee’s name or the extension number if a name is not entered. Type Contains the classification of the employee record. “Employee” is the default.
Chapter 3 Using the Attendant Console window Record Number Displays a unique record identifier number. You cannot edit this box. Voice Mail Displays the voice message mailbox extension of the employee. You cannot edit this box. Contacts Lists the employee’s three most frequently called persons or extensions in the Company. Saves the employee information displayed to the database. Closes the window without saving the record. Opens the Find dialog box in the Edit Employee Information dialog box.
Chapter 3 Using the Attendant Console window 41 Using the Directory options The Directory options are at the bottom of the Attendant Console window. The Directory options are tabbed directories that show views of the extensions on the Business Communications Manager 2.5 telephone system. You can use the Directory options to search and edit extension and employee information. Shows the status of the employee.
Chapter 3 Using the Attendant Console window Finds names of individual employees or groups of employees by department. The Find box finds employee by name. The Department box finds employees by department. Type the first few letters of the name in the Find box and click the Find button. Names that start with the letters appear in the Directory list. To search by department, select a department from the Department list box and then click the Find button.
Chapter 3 Using the Attendant Console window 43 Directory list employee and extension information Each Directory list tab view shows the following employee and extension information.. Note: The first two columns are not labeled and contain only icons, not text. person status icon This is the leftmost column in the Directory list views and does not have a column heading. It can contain an icon or be blank. The person status icon shows the location of the employee.
Chapter 3 Using the Attendant Console window Sorting information in the Directory list You can sort the employee information in the Directory list tabs by extension, name, notes or department. In the Full, Assigned and Selected views, the information appears in columns with headings. To sort information 1 In the Directory list, click the Name, Ext, Notes or Department column heading. The information sorts by the column you select.
Chapter 4 Handling calls With Attendant Console you can manage calls using a mouse or a keyboard. When a call comes in, you can respond to the caller using either a telephone or a headset. If you use a headset your hands are free to use your computer. Basic call processing with Attendant Console • Answering a call. Refer to “Answering calls as an attendant” on page 46. • Putting an employee’s extension in the Target list box. Refer to “Using the Target list box” on page 48. • Transferring a call.
Chapter 4 Handling calls Answering calls as an attendant The Attendant Console window has six Loop buttons for call answering. Refer to “About Loop buttons” on page 33. Each Loop button can handle a single call in progress. The color of the Loop button changes depending on the activity. What the Loop buttons display If the Loop buttons are hidden, they appear when a call occurs. If the Loop Overflow icon appears on the Status Bar there are more than six calls.
Chapter 4 Handling calls 2 47 Answer the call with your company greeting. If you are answering a call from this number or company for the first time, you can enter caller information. For further information, refer to “The Edit Caller Information dialog box” on page 35. If this is not the first time you have answered a call from this number or company, refer to “Using the Target list box” on page 48. To release a call 1 Click the Release button. The call disconnects and the Loop button becomes idle.
Chapter 4 Handling calls Using the Target list box After you answer a call, click the called extension to put it in the Target list box.
Chapter 4 Handling calls 49 Using the Directory tabs The tabs in the Directory dialog box show information about extensions. To search by extension or name 1 Click the Full, BLF, Assigned or Selected tab. 2 Click the extension, the name or the department of the employee being called in the list. The name or extension number appears in the Target list box. 3 Click the Transfer button.
Chapter 4 Handling calls Using the Directory Find box Use the Directory Find box to search by name. To search by Name and put an extension in the Target list box 1 In the Find box, type the first letter or letters of the person’s last name or first name, depending on how the employee names are entered. For example, if they are entered “Jane Doe”, type “j”. If they are entered “Doe, Jane”, type “d”. 2 Click the Find button. Any matching names are displayed in a list under the Full tab.
Chapter 4 Handling calls 51 Using the Department list box You can search for a name by department from the Full tab using the Department list box. To search by department 1 Click the arrow of the Department list box. The list appears displaying the departments associated with extensions. 2 Click a department name from the list. The department name appears in the Department list box. 3 Click the Find button. The extensions that match the department appear in a list under the Full Directory tab view.
Chapter 4 Handling calls Transferring a call You can transfer an active call to an extension using the Contacts box, the Target list box or the Directory dialog box. You can also transfer a call to a voice message mailbox. To transfer using the Contacts box 1 Double-click the telephone status icon to the right of the Contacts box. The call transfers to the displayed extension. To transfer using the Target list box 1 Make sure the extension in the Target list box is correct.
Chapter 4 Handling calls 53 To transfer a call to an outside number 1 With an active incoming call on Attendant Console, in the Target list box type an outside telephone number. 2 Click the Link Transfer button. The Loop button label shows Active, and the number in the Target list box is tone dialed. 3 Click the Release button and the incoming call transfers to the outside telephone number. The Attendant disconnects from the call and the Loop button becomes idle.
Chapter 4 Handling calls Parking, holding and screening calls With Attendant Console you can screen calls for a employee, put the calls on hold and park calls so that you can page the employee. You can also talk to the employee in intercom mode using Voice Call. Parking calls and paging employees With the Park/Page feature you can place a call on hold and page the employee. You can also use this method to page an employee when there is no active call.
Chapter 4 Handling calls 55 To retrieve a parked call 1 On the Caller menu, click View Parked Calls. The Parked Calls dialog box appears. 2 Select the parked call. 3 Click the Retrieve button. or 1 On the toolbar, click . The Parked Calls dialog box appears. 2 Select the parked call. 3 Click the Retrieve button.
Chapter 4 Handling calls To view parked calls 1 2 On the Caller menu, click View Parked Calls. The Parked Calls dialog box appears, displaying: • the park number of the call • the caller’s name (from the Name box of the Caller Information list box) • the name or extension of the called employee Click the Close button. The Parked Calls dialog box closes.
Chapter 4 Handling calls 57 Placing and retrieving calls on hold Calls can be placed on Hold and retrieved quickly. To put an incoming call on hold 1 Click the Ringing Loop button. 2 Click the Hold button or click another Ringing Loop button. The previous call is put on hold. When the active call is placed on hold, the Loop button displays the words On Hold and the Loop button color changes to blue.
Chapter 4 Handling calls Screening calls You can screen calls by asking an employee whether they want to talk to the caller. To screen and transfer a call 1 Click the Screen button. The active call goes on hold. The Loop button changes color to blue. The extension rings and the Screen Transfer dialog box appears. 2 Ask the person being called if they can take the call. If the answer is yes click the Transfer Now button and the call transfers. If the answer is no follow steps 3 to 5.
Chapter 4 Handling calls 59 Contacting employees using Voice Call You can use this feature as an intercom to talk directly through the speaker of the employee’s telephone. 1 In the Target list box type or enter the extension of the employee. 2 On the toolbar, click 3 Speak to the employee through the speaker in their telephone. .
Chapter 4 Handling calls Linking and Joining calls Using Attendant Console, you can create conference calls linking or joining calls. Use the DTMF button to transfer or link calls on Centrex lines. To use the DTMF button with an incoming call on a Loop button 1 On the toolbar click . The active incoming call is placed on hold. 2 In the Target list box type an outside telephone number. 3 On the toolbar click .
Chapter 4 Handling calls 61 Creating a conference call To create a conference call to an outside number 1 With an active incoming call on Attendant Console, in the Target list box type an outside telephone number. 2 Click the Link Transfer button. The Loop button label shows Active, and the number in the Target list box is tone dialed. 3 Click the Link button to set up a conference call between the incoming call, the outgoing call and the Attendant.
Chapter 4 Handling calls Handling a callback call There are two types of calls that return to Attendant Console: • an unanswered transfer call • a call that the employee returns to you for attendant handling Responding to a callback that an extension did not answer A callback can be a call that is sent to an extension, or a call that is not answered and returns to you.
Chapter 4 Handling calls 63 To process a Hold call 1 Tell the caller that the employee requests that they hold. 2 In the Target list box enter the employee’s extension. 3 Click the Camp On button. The call is camped to the employee’s extension. To process an Assist call 1 Tell the caller that the employee is temporarily unable to take calls and requests that calls are routed to the Assistant extension. 2 Click the Edit menu and then click Employee Information.
Chapter 4 Handling calls Making a call from your extension As the attendant, you can call any extension in the company and any outside number. The telephone number you type in the Target list box ignores special characters such as hyphens, parentheses, blank spaces and commas. However, to reach special services such as Interactive Voice Response systems (IVR) you can type special characters (*, #, P, and W) in the Target list box and these characters can be dialed using on the toolbar.
Chapter 4 Handling calls 65 Handling calls at an employee’s telephone With Attendant Console employees can handle calls at their telephones. After a call routes to an extension, a low-level tone alerts the employee they have an incoming call, even if they are on their telephone. The name of the caller appears in the display of the employee’s telephone for a few seconds. If the employee is using a Business Communications Manager 2.
Chapter 4 Handling calls To join a call with the current call 1 Press the Join display button to conference the caller in with your current call. The employee can see the caller’s name or Caller ID name in the display of the telephone and decide whether to include the caller in the current call. To send a call to the attendant who then asks the caller if they want to interrupt 1 Press the IntAct display button.
Chapter 5 Maintaining caller and employee information With Attendant Console you can manage caller and employee information. Maintaining caller information When a caller contacts your company, information about the caller from the Attendant Console database appears in the Caller Information list box of the Attendant window. Either the caller is already in the database, or other employees of the callers company are in the database. Or the caller and the company can be new.
Chapter 5 Maintaining caller and employee information 2 In the Caller Information list box click Edit. The Edit Caller Information dialog box appears. 3 Click the New Caller button. This clears all the boxes in the Edit Caller Information dialog box and lets you create a new caller record. 4 In the Name list box, type the caller’s name in the format of last name first, space, then first name.
Chapter 5 Maintaining caller and employee information 69 To create a new name caller record from an existing caller record 1 On the Attendant Console window, in the Caller Information options, click the Edit button. The Edit Caller Information dialog box appears. 2 Click the New Caller button. This clears only the Name box in the Edit Caller Information dialog box. The other boxes do not change. 3 In the Name list box type the new caller’s name.
Chapter 5 Maintaining caller and employee information Finding and editing caller information You can edit caller information at any time and save the changes. To find caller information 1 In the Attendant Console window, in the Caller Information options, click the Edit button. The Edit Caller Information dialog box appears. 2 Click the Find button. The Find dialog box appears. Use the Find dialog box to find a caller’s name in the database.
Chapter 5 Maintaining caller and employee information 71 Maintaining employee information When Attendant Console is installed, employee information is provided by the Business Communications Manager base unit. This information appears in the Directory list box in the bottom center of the Attendant Console window. The Directory list box has four tabs that display lists of employees. They are the Full, BLF (Busy Lamp Field), Assigned and Selected tabs.
Chapter 5 Maintaining caller and employee information Finding an employee record You can search for an employee by name, by department or by an individual within a department. You can search by an employee’s name two ways: • • On the Edit Employee Information dialog box click the Edit button and then click the Find button On the Attendant Console window, in the Directory list box, click the Find button.
Chapter 5 Maintaining caller and employee information 73 To search for a person in a department 1 In the Department box select a department. 2 In the Find box type the person’s name. 3 Click the Find button. Any extensions that match the name in the department appear in a list in the Full tab Directory view. Resetting the Full tab view You can reset the Full tab view to the default display. To reset the Full tab view 1 In the Directory options, click the Show All button.
Chapter 5 Maintaining caller and employee information Editing employee information You can edit employee information by adding or changing an extension, changing the person status of an extension or by creating a new name for an extension. To add or change an extension 1 In any Directory tab view (Full, BLF, Selected or Assigned), click the extension in the Directory list for which you wish to change or add information. 2 In the Directory options, click the Edit button.
Chapter 5 Maintaining caller and employee information 75 Using the Make Caller button Use this function if an employee calls from a customer’s office. To assign the name of an employee to a caller record 1 In the Directory list, select the employee's extension or type the employee’s extension number in the Target list box. 2 Click the Make Caller button. The name of the employee is assigned to the caller record and is not saved as a customer record.
Chapter 5 Maintaining caller and employee information Adding notes to employee records You can add a note to an employee record by selecting a note from a list or typing a personal note. The note appears in the Notes column under Directory in the Attendant window. To select from the list of notes 1 Click an extension number in the Full, Assigned or Selected Directory views. 2 From the Note list box, click the applicable note. The note appears in the Directory list’s Notes column.
Chapter 5 Maintaining caller and employee information 77 To save employee edit changes 1 On the Edit Employee Information dialog box click the Save button. The changes made to the boxes in the Edit Employee Information dialog box for the employee highlighted in the Directory list are saved to the database. After you click the Save button, the Edit Employee Information dialog box remains open.
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Chapter 6 Generating reports About Attendant Console reports Attendant Console collects information about incoming calls and tracks how calls are processed. Use the information from the Reports component to help spot trends and prevent problems. You can use the caller-related information in Reports to: • • • • increase sales opportunities improve productivity reduce expenses streamline operations For example, the Calls by Customer report shows how callers from your company’s top customers are handled.
Chapter 6 Generating reports About the Reports window To open the Reports window 1 On the Attendant window click Tools and then click Reports. The Reports window opens.
Chapter 6 Generating reports 81 Components of the Reports window The Reports window contains the Database, Information, Period, Employees and Customers list boxes and a report viewing area. The Reports window menus are File, Edit, View and Help. Use the Create Report, Page <, Page > and Print buttons to define the type of report you create. You can change the preview image after you create a report. Database box The Database box contains information on selecting a database.
Chapter 6 Generating reports Information list box The Information list box contains the report type information. The Report Type is available if you type a valid Microsoft Access database in the Current Database box. If you select a report type, a description of the report type appears in the Description area.
Chapter 6 Generating reports 83 Period list box The Period list box is available if: • you select a valid database and • you select a report type that requires you to define a report period. opens the One Week dialog box. You can specify a report period with a duration of one week (Sunday through Saturday). Opens the One Month dialog box. You can select a one-month report period. Shows the date of the beginning of the report period.
Chapter 6 Generating reports Employees and Customers options Use these options to define the customers or employees who will be the subject of the report. Generates a report that includes data for members of the selected category (employees or customers). Generates a report that includes data for the members in the list box. If you click the Select option, the button under the selection list box, either Customer or Employee, is available so you can make your selection.
Chapter 6 Generating reports 85 Creating and viewing reports Use the Reports component to generate reports for analysing telephone use in your company. This section describes the steps required to generate reports: • • • • • • select a database select a report type select a report period select employees and customers create and preview the report print the report Loading the database Attendant Console stores information in a database about your company’s telephone use.
Chapter 6 Generating reports Setting the report period Some reports require a report period. The report period defines the time span for which data is considered. If you choose a report type that does not require a report period, the Period list box is unavailable. The report period begins on the From date and ends on and includes the To date. To set the report period 1 In the From box type the date. The following are acceptable date formats: • June 5, 1997 • 6/5/1997 2 Press the Enter key.
Chapter 6 Generating reports 87 To clear a date You can clear a date by deleting the contents of the box. A cleared box does not count as a date, and does not restrict the range of the other date. Note: The To and From boxes are active if you select a valid database and you select a report type that requires you to define a Report Period.
Chapter 6 Generating reports Selecting employees and customers for the report Some types of reports, especially those that concern call data, let you select sets of employees, customers, or both. The information for the set you select is summarised in the report. Reports have categories that are appropriate to the type of report that you chose. If your report type does not need or allow these selections, the Employees and Customers options are unavailable.
Chapter 6 Generating reports 89 Creating the report When you have entered all the data needed to create a report, the Create Report button is available. To create a report 1 Click the Create Report button. This starts the report generation process. The Reporting animated icon appears to show that the report is running. The icon stops when the report is complete. Note: You cannot close the application while it is running.
Chapter 6 Generating reports Printing a report When a report is in the Report Viewing area, the Print button is available. To print a report 1 Click the Print button. The report prints to the default printer. You can change default printer the from the Printers folder. Access the Printers folder from the Windows Start menu or Control Panel. Refer to Attendant Console Help for further information. 2 Choose the pages and number of copies of the report to print.
Glossary Assistant attendant The assistant attendant is the telephone attendant who provides call coverage for specific employees. Backup attendant The backup attendant receives calls when the main attendant is not available. The main attendant uses the Out button on the Attendant main window to direct calls to the backup attendant. BLF (Busy Lamp Field) Busy Lamp Field is one of the Directory list tab views. It displays the phone status and extensions of employees. CF Call Forward.
Glossary Hunt Group A Hunt Group is a group of telephones that can be called by a single number. Hunt Groups are configured in your Business Communications Manager base unit. ID Identification. Internal call An internal call is a call, such as a call from another employee’s extension, that originates from your company’s Business Communications Manager base unit. LAN Local area network.
Index Numerics C 1st Contact, 27 Calendar button 83 2nd Contact, 27 Call 28 joining calls 60 making a call 64 screening 58 transferring 52 Call Forwarded 43 Call Notification dialog box 19 Call overflow occurs 16 3rd Contact, 27 A About Attendant Console 29 Active Call 33 Adding notes to employee records 76 All extensions 18 All extensions box 21 Answer next 28 Answering calls as an attendant 46 Assigned extension rings 19 Assigned tab Directory list 18 Assigned tab view 42 Assistant attendant 17
Index D F Department box 39, 51 using 51 Dial DTMF Tones 28 Directory Find box 50 using 50 Directory list 11 Department column 43 employee information 43 Ext column 43 extension information 43 Name column 43 Notes column 43 sorting information 44 using 71 Directory list tab views 42, 49 BLF tab view 42 Full 42 Selected 42 Directory tab views using 49 Disable Link Transfer 22 Disable VM Transfer 22 Do Not Disturb 43 DTMF button 32 File menu 24 E Edit Caller Information dialog box 35 Caller ID Name 3
Index M R Main attendant, full-time 12 Record Number box 40 Maintaining caller information 67 Red Loop button 33 Maintaining employee information 71 Redirect calls to 14, 16 Making a call from the attendant’s extension 64 Release 28 Managing calls using telephone display buttons 65 Release button 34 Menu bar using 24 Reports 26 All button 84 calls by customers 79 calls to employees 79 Customer/Employee button 84 Database box 81 extension directory 79 Information list box 82 Select button 84 M
Index T Take button 19 Target box 37 finding an extension and moving it to 48 Target extension 92 Target menu 28 Telephone display buttons Assist 66 Hold 65 IntAct 66 Join 66 Next 65 Talk 65 VM 65 telephone status icon call forward 43 do not disturb 43 off-hook 43 on-hook 43 Tip of the Day dialog box 11, 29 Toolbar using 32 Tools 21 Tools menu 26 Transfer menu 27 Transfer Options 22 Transfer to Target 27 Transfer to VMail 27 Type box 39 Types of attendant setups 12 U Using the menu bar 24 V View menu
