User Guide
Table Of Contents
- Business Communications Manager
- Attendant Console User Guide
- Contents
- Chapter 1
- Introduction to Attendant Console
- Chapter 2
- Getting started
- Chapter 3
- Using the Attendant Console window
- Chapter 4
- Handling calls
- Answering calls as an attendant
- Using the Target list box
- Transferring a call
- Parking, holding and screening calls
- Screening calls
- Contacting employees using Voice Call
- Linking and Joining calls
- Creating a conference call
- Handling a callback call
- Making a call from your extension
- Handling calls at an employee’s telephone
- Chapter 5
- Maintaining caller and employee information
- Chapter 6
- Generating reports
- Glossary
- Index
Chapter 1 Introduction to Attendant Console 9
Attendant Console User Guide
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.
Graphical User Interface (GUI)
Attendant Console has a GUI that has sophisticated features but is less complicated than other
attendant consoles. You can easily select the buttons to process incoming calls. Very few key
strokes are needed for most activities. For example, answering an incoming call and transferring it
to an extension usually requires two steps: clicking a Loop button to answer the call and
double-clicking the icon beside the called party’s name to transfer the call.
The GUI provides at-a-glance information about the progress and status of calls. Before you
answer a call, you know the caller’s telephone number and how long the caller is waiting. If a call
transfers back to you, the Attendant Console window immediately displays the status of the call.
The readily available online Help ensures that Attendant Console is easy to learn and use.
Because performing normal attendant functions is faster with a GUI, you can do other tasks while
you use Attendant Console.
Advanced software capabilities
Some of Attendant Console’s advanced software capabilities are:
Use of existing hardware
You do not need to purchase additional dedicated hardware to use the
power of Attendant Console. If you have the minimum computer
requirements, all you need is the software that lets your computer
communicate with the Business Communications Manager 2.5 system.
Multi-tasking
Attendant Console works in a multi-tasking environment. You can use
your computer for other tasks such as word processing in addition to
attending to calls. You can quickly switch from computer tasks to the
Attendant window if there is an incoming call.
Visual call announcing and
control
When a telephone is busy with a call, an attendant can send caller
information to the telephone’s two line display area. The person called
can use display buttons to control the call. This prevents important
calls from being lost.
Backup attendant
Incoming calls can be quickly and easily transferred to a backup
attendant at a different location than the main attendant. This means
that a backup attendant does not have to leave their desk to cover for
the main attendant.
Overflow attendant
Overflow calls are transferred to an overflow attendant. Consequently,
calls are not lost during busy periods.