Nortel Bcm 2 0 Attendant Console Instructions Manual

Using the Attendant Console window  41
P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User Guide
The following buttons appear in the Edit Employee Information dialog box:
Directory list
Directory list tab views
There are four Directory list views that are accessed by clicking tabs. They are:.
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...

42  Using the Attendant Console window
Enterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02Directory 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.
Note:A Hunt Group is a group of telephones that can be called by a single number. 
Hunt Groups are configured in your Enterprise Edge server. The telephone 
status icon for a Hunt Group...

Using the Attendant Console window  43
P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User Guide
The other columns in the Directory list are:
Sorting information in the Directory list tabs
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 alphabetically by Name, Notes or Department:
1. In the Directory list, click either the Name, Notes or...

44  Using the Attendant Console window
Enterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02 

P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User Guide
Handling calls
With Enterprise Edge 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 PC.
The basic steps in processing an incoming call with Enterprise Edge Attendant 
Console include:
• answering a call. Refer to Answering calls as an attendant
 on page 45.
• finding the...

46  Handling calls
Enterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02
A new incoming call appears as a yellow Loop button that displays the word 
Ringing. Information about the call appears beside the Loop button to assist you 
with personalized call processing:
• the function key name above the Loop button, (F1 in the example) shows the 
key on the PC keyboard that relates to the ringing Loop button.
• the timer above the Loop button shows in minutes and seconds how long the 
call is...

Handling calls  47
P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User Guide
2. 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 36. 
If you are not, refer to Finding the called person’s extension and placing it in the 
Target list box on page 47.
To release or hang up a call:
1. Click the Release button.
The...

48  Handling calls
Enterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02
Using the Directory tab views
The tab views 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.
Using the Directory Find box
Use the Directory...

Handling calls  49
P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User Guide
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 shows the departments associated with extensions.
Note:Department names for each extension are created in the Edit Employee 
Information dialog box.
2. Click a department name from the list and the department name appears...

50  Handling calls
Enterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02
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. Double-click the 
telephone status icon beside the Target list box or click the Tr a n s f e r button. 
You can also click the Target list box and press the Enter...