Nortel Bcm 2 0 Attendant Console Instructions Manual

www.nortelnetworks.com
© 2000 Nortel Networks
P0911960 Issue 02
Enterprise Edge 2.0 Attendant Console
User Guide 

P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User Guide
Contents
Chapter 1 Introduction to Enterprise Edge Attendant Console 7
About this guide 8
Conventions 8
Console Attendant window terms 8
Using keyboard shortcuts 8
Using right-click capability 10
References 10
Chapter 2 Understanding Enterprise Edge Attendant Console 11
Server component 11
Client component 11
Reports component 12
Enterprise Edge Attendant Console features 12
Easy to use, time saving Graphical User Interface (GUI) 12...

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Enterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02
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...

Contents  5
P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User Guide
Chapter 7 Generating reports 75
Report types 75
Calls by Customers report 75
Calls to Employees report 75
Extension Directory report 76
Using the Reports window 76
Database box 76
Information list box 76
Period list box 77
Employees and Customers options 78
Creating and viewing reports 79
Loading the database 79
Selecting a report type 80
Setting the report period 80
Selecting employees and customers for the report 82
Create...

6  Contents
Enterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02 

P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User Guide
Introduction to Enterprise Edge Attendant 
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...

8  Introduction to Enterprise Edge Attendant Console
Enterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02
About this guide
This document describes how the 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 2.0 Attendant Console User Guide is 
organized as follows:
Conventions
Console Attendant window terms
Refer to Components of the Attendant Console window
 on page 25 for the...

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

10  Introduction to Enterprise Edge Attendant Console
Enterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02
Using right-click capability
Right-click capability lets you process calls faster by minimizing mouse movement. 
You can use right-click capability to:
• 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...