Nortel Bcm 2 0 Attendant Console Instructions Manual

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To change the person status of an extension:
1. In any of the Directory views (Full, BLF, Assigned or Selected), click the 
extension.
2. From the Status list box select None, Not at desk or Out of office.
The status you choose appears beside the name.
There is no icon for None. Instead, a blank space appears next to the person’s 
telephone status if you select it. If you select Out of office the Out of office icon 
appears  . If you select Not at desk the Not at desk icon appears   .
Do not type in the Status box.
Creating a new name for an extension
You can change the name of an employee assigned to an extension.
To create a new name for an extension:
1. In the Directory options, click the Edit button.
The Edit Employee Information dialog box appears.
2. Click the New Name button.
3. Type the new employee’s name.
4. Click the Save button when you are done.
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 employees 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. 
						

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Enterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02Adding 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.
To type a note:
1. Click an extension number in the Full, Assigned or Selected Directory views.
2. In the Note list box type a note.
3. Press the Enter key.
The note appears in the Directory list’s Notes column.
Note: To delete a Note, delete the information in the Note list box and then 
press the Enter key. 
						

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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.
To close the Edit Employee Information dialog box without saving changes:
1. Click the Close button.
The Edit Employee Information dialog box closes.
Note: If you click the Close button without clicking the Save button, the Edit 
Employee Information dialog box closes without saving the changes. 
						

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Enterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02 
						

							P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User Guide
Generating reports
Enterprise Edge 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
• lower expenses
• streamline operations
For example, the Calls by Customer report shows how callers from your company’s 
top customers are handled. It shows if calls are handled by employees or are routed 
to Enterprise Edge Voice Messaging.
Report types
There are three report types:
• Calls by Customers
• Calls to Employees
• Extension Directory
Calls by Customers report
The Calls by Customers report shows how your employees handle calls from your 
customers. Each employee report can identify as many customers as necessary. The 
Calls by Customers report shows:
• the number of calls taken by the employee
• the number of calls routed to Enterprise Edge Voice Messaging
• the number of calls handled by others
• the total calls from each customer
Calls to Employees report
The Calls to Employee report shows the type of calls employees receive over a 
defined time period. This report can spot caller abuse such as too many personal 
calls, and misdirected calls such as calls from customers routed to the wrong person 
or department. This report lists the type of call across the top and names of 
employees down the left side. Each Caller Type has a column for the number of 
calls and percent. The total of all calls and percent is shown separately.
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Extension Directory report
The Extension Directory report lists the employees in the Enterprise Edge 
Attendant Console database and the information in their call record.
Using the Reports window
To open the Reports window:
1. On the Attendant window click Tools and then click Reports.
The Reports window opens.
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  and Print buttons to define the type of report 
you create. You can manipulate the preview image after you create a report.
Database box
The Database box contains information on selecting a database.
Information list box
The Information list box contains the report type information. 
Click the Select button to open the Open dialog box. Select a 
Microsoft Access database. For more information about 
databases and how to locate the database (.mdb) file, refer 
to Loading the database
 on page 79.
Type the path name of an Attendant Console database in the 
Current Database box.
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. 
						

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Period list box
Note: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. This dialog box lets you 
specify a report period with a duration of one week (Sunday 
through Saturday).
opens the One Month dialog box. This dialog box lets you 
select a one-month report period.
shows the date of the beginning of the report period. The 
boxes change to reflect the dates in the Month, Week, and 
Calendar buttons. The From date must be earlier than the To 
date.
opens the Calendar dialog boxes that you use to set the From 
and To report period dates. The Calendar dialog box 
resembles the Calendar dialogs boxes in other Windows-
based programs. The Calendar buttons are available if you 
select a valid database and you select a report type that 
requires you to define a report period. 
						

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Enterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02
Employees and Customers options
Use these options to define customers or employees to generate a report for.
The Employees and Customer options contain:
Note:These options are available only if you select a valid database, a report 
period, and a report type that uses the category Employees or Customers.
Customers and Employees Selection dialog box
From the Customer and Employee Selection dialog boxes, you can choose the 
Employees or Customers to include in a report.
The program records the items you selected from this dialog box the last time you 
created a report. When the dialog box opens, the items you selected the last time are 
highlighted.
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.
list box displays information if you select a subset of the customers and 
em p lo ye e s in yo ur  data base . If  y o u se le c t Al l, th e  list b o x i s bla nk . 
If the list is long enough, you can scroll to view its contents. You 
cannot edit the list box by typing in it. Use the buttons under the 
list box to change the contents of the list.
Customer and Employee 
optionsaccesses directories. The Employee and Customer options are 
active if you choose the Select option. Click these options to 
display either the Employee or Customer Record Selection dialog 
box, from which you can make your selection. 
						

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Creating and viewing reports
Use the Reports component to generate reports for analyzing 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
Enterprise Edge Attendant Console stores information about your company’s 
telephone use in a database. This database is used to generate the different types of 
reports. In most cases you use the database installed on the Enterprise Edge server 
system. However, if you make backups of the database for archiving purposes, 
Reports can also use these backups. If you are generating reports from a PC that 
does not have the database stored, locate the database on the Enterprise Edge server 
through Network Neighborhood. Check with the System Administrator to ensure 
that the database is a shared file.
To load the database:
1. On the Reports window, at the Database option, click the Select button.
The Open dialog box appears.
2. In the File name box, type:
\\name of server\consoleservicedb
where name of server is the name of your Enterprise Edge server. If you do 
not know the name of the server, ask your System Administrator.
3. Click the Open button.
4. Click ConsoleService.mdb
5. Click the Open button.
The database loads to your PC and the database path appears in the Current 
Database box.
6. Click the Close button to return to the Attendant window. 
						

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Selecting a report type
After you load a database, select the type of report.
To select a report type:
1. From the Report Type list box select your report.
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 enter the From and To dates:
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.
3. In the To box type the date.
4. Press the Enter key.
Note:An error message appears if you type a date in an unrecognized format or if 
you type a date that does not exist.
To select a report of one week:
1. Click the One Week button.
The One We e k dialog box appears.
2. In the month list box, choose the month that the desired week starts or ends.
3. In the year list box, select the year the week occurs in.
You can type the year box or use the arrows.
4. In the list of weeks select a week and click the OK button, or double-click the 
desired week.
After you select a week, the start and end dates of the week appear in the From 
and To boxes.