Nortel Bcm 2 0 Attendant Console Instructions Manual
Have a look at the manual Nortel Bcm 2 0 Attendant Console Instructions Manual online for free. It’s possible to download the document as PDF or print. UserManuals.tech offer 211 Nortel manuals and user’s guides for free. Share the user manual or guide on Facebook, Twitter or Google+.
Generating reports 81 P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User Guide To specify a report of one month: 1. Click the One Month button. The One Month dialog box appears. 2. In the month list box, choose the desired month. 3. In the year select the desired year either by typing it or selecting it with the arrows. 4. Click the OK button to accept the month, or click the Cancel button to cancel your Report Period selection. If you select a month, the start and end dates of the month appear in the From and To boxes. Dates for February automatically account for leap-years, centuries, and millennia. To cancel a selection, press the Esc key or click the Cancel button. The Period list box information does not change. Clearing 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.
82 Generating reports Enterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02 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 summarized 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. To select employees or customers: 1. Click either the Employees or Customers option. The Employee or Customer Record Selection dialog box appears. Note:The first time you click one of these options after you connect to a database, there is a pause while Reports builds the directory. After Reports builds the directory, if you click an option, there is a pause while Reports opens the dialog box. If a directory is large, the pause can be several seconds long. After the pause, the Selection dialog box appears. 2. The Selection dialog box contains a list of Employees or Customers. The list of Customers has a single column that lists the Customer’s Company Name. The list of Employees has several columns that list the employee’s last, first and middle names, and telephone extension. You can resize the columns by dragging the column header edges in the bar at the top of the list. 3. You can choose either a single item or multiple items. Items that you select appear with a blue background behind their boxes. Choose a single item by clicking it. Choose multiple items by pressing the Control key while you click the items you want. You can select up to 100 items from the list. If you require more than 100 items, create several reports with different selection lists, or click the All button. 4. Click the OK button. The Customer or Employee Record Selection dialog box closes and the Selection list box displays the items you selected from the dialog box.
Generating reports 83 P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User Guide Create Report button 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. If you need to quit the application while a report is running, you can do it from the Close Programs dialog box in the Windows Task Manager. Refer to Windows Help for information on how to force programs to quit. 2. After the report is complete, it appears in the Report Viewing area. The Create Report button is unavailable again, to show that the report is created. The Report controls are unavailable and the keyboard functions only in the Report Viewing area. You can re-access the Report controls by pressing the Tab key. Viewing the report After you create a report, the Page > and Page < buttons are available. The Page > button shows the next available page of the report, if there is one, in the report view. The Page < button shows the previous page of the report, if there is one. The page number of the current page appears in the bottom right corner of each page of the report. You can also change the displayed page from the keyboard. To change the displayed page from the keyboard: 1. Ensure the keyboard is active in the Report Display area, in the lower half of the Enterprise Edge Attendant Console Reports window. This is set automatically after creating report, but can also be done by pressing the Ta b key to move through the Report settings. 2. Press Ctrl + Page Up to view the previous page, or Ctrl + Page Down to view the next page.
84 Generating reports Enterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02 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 from the Printers folder. Access the Printers folder from the Windows Start menu or Control Panel. Refer to Enterprise Edge Attendant Console Help for further information. 2. Choose the pages and number of copies of the report to print. 3. Click the OK button and the report prints or click the Cancel button to cancel printing the report. Note:If you change a report parameter in one of the report controls, the Create Report button is available and the Print button is unavailable. Do not change any report parameters before you print the report. If you change a report parameter, you must regenerate the report before you can print it.
P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User Guide Glossar y 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. Caller ID Caller ID, known as CLID or Calling Line Identification, is provided by your telephone company. If your company subscribes to Caller ID, the caller name and number are displayed on incoming calls. CO Central Office. Destination extension The destination extension is the person’s extension to which a caller (or attendant) attempts to connect. DND Do not disturb. DTMF - Dual Tone Multi Frequency DTMF is the sound emitted when telephone buttons are pressed. Enterprise Edge Attendant Console Enterprise Edge Attendant Console is a Windows-based software product that provides call management and call activity reporting capability to a business. Enterprise Edge server The telephone system that Enterprise Edge Attendant Console works with.
86 Glossary Enterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02External call An external call is a call that originates from outside your company’s telephone system. Hookflash The signal that occurs when a telephone goes on-hook followed by off-hook. Hunt Group 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. 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 Enterprise Edge server. LAN Local area network. Main attendant A main attendant is the telephone attendant who is primarily responsible for managing a company’s incoming calls. The main attendant can have other attendants. Networked model In a networked model the Enterprise Edge Attendant Console main attendant’s PC is connected to one or more additional attendant PCs through a network. Overflow attendant The overflow attendant receives incoming calls when there are more than six active calls at the main attendant’s PC. PC Personal computer. Server component The Enterprise Edge Attendant Console server program supports the Client component residing in the PC. Shared system In an Enterprise Edge Attendant Console shared system the Enterprise Edge server is shared by two or more companies.
Glossary 87 P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User GuideStand-alone model A stand-alone model is a Enterprise Edge Attendant Console system in which one attendant manages a business’s incoming calls. There are no assistant attendants, backup attendants or overflow attendants in a stand-alone model. Target extension A target extension is the extension number to which you are directing a call. VM Voice mail or voice message mailbox.
88 Glossary Enterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02
P0911960 Issue 02 Enterprise Edge 2.0 Attendant Console User Guide Index Numerics 1st Contact, 30 2nd Contact, 30 3rd Contact, 30 A About Enterprise Edge Attendant Console 33 Active Call 34 Adding notes to employee records 72 All extensions 20 All extensions box 22 Answer next 31 Answering calls as an attendant 45 Assigned extension rings 21 Assigned tab Directory list 20 Assigned tab view 42 Assistant attendant 19, 85 Assistant Extension box 40 Attendant assistant 19 backup 12, 18 features 21 In and Out buttons 32 overflow 12, 19 Attendant Console window 25 Attendant Extension 16 Attendant Monitor 29 Attendant Out 32 Attendant setups, types 17 Attendant, main full-time 17 Attendant, part-time main 18 B Backup attendant 12, 18 BLF tab view 68 Blue Loop button 34 C Calendar button 77 Call 32 joining calls 56 making a call 59 screening 55 transferring 49 Call Forwarded 42 Call Notification dialog box 21 Call overflow occurs 19Call processing area 26 Call button 38 Camp On button 38 Link Transfer button 38 Page button 38 Screen button 38 Transfer button 38 using 37 VMTransfer button 38 Callback 34 Caller Information 28 Caller information finding and editing 66 Caller Information options 26 Edit button 35 Hold button 35 Park/Page button 35 Release button 35 Caller menu 31 Caller record creating new 63 deleting 67 Caller Type 36 Calls by customers report 75 Calls to employees report 75 City box 40 Client component restoring Attendant Console window 22 starting 15 starting for the first time 16 Transfer options 23 Close button 41 Company box 36 ConsoleServiceDB 79 Contacting employees using Voice Call 55 Contacts boxes 36, 47 using 47 Conventions 8 Copy 28 Creating a new caller record 63 Cut 28 D Department box 40, 49 using 49 Dial DTMF Tones 32 Dial Paste 28 Directory Find box 48 using 48
90 Index Enterprise Edge 2.0 Attendant Console User Guide P0911960 Issue 02 Directory list 17, 27, 41 Department column 43 employee information 42 Ext column 43 extension information 42 Name column 43 Notes column 43 sorting information 43 using 68 Directory list tab views 41, 42, 48 BLF tab view 42 Full 41 Selected 42 Directory tab views using 48 Disable Link Transfer 23 Disable VM Transfer 23 Do Not Disturb 42 DTMF button 33 E Edit Caller Information dialog box 36 Caller ID Name 36 Caller ID Number 36 Caller Type 36 Close button 37 Company box 36 Contacts 36 Delete Caller button 37 Find button 37 Name box 40 New Caller button 37 New Name button 37 Record number 36 Save button 37 Edit Employee Information dialog box Assistant Extension box 40 Contacts box 41 Department box 40 Voice Message box 41 Edit menu 28 Employee Information 28 Enterprise Edge Attendant Console About 8 Attendant button 22 Introduction 7 keyboard navigation 8 Enterprise Edge Attendant Console features 12 Enterprise Edge Attendant Console Help 33 Enterprise Edge Attendant Console window 17 Exit 28 Extension creating an new name for 71 finding 47Extension box 18 Extension Directory report 76 Extension, Attendant 16 F File menu 28 Find button 41 Finding an employee record 68 Finding and editing caller information 66 Finding the correct extension 47 Full tab view 41 resetting 70 Full-time main attendant 17 G Generating reports 75 Glossary 85 Green Loop button 34 H Handling a Callback call Callback call 57 Handling calls 45 Help file 33 Help menu 33 Hide Loop Buttons 29 Hold 31, 54 placing and retrieving calls 54 Hold button 35 Hunt Group 42 I In and Out buttons 33 Introduction to Enterprise Edge Attendant Console 7 J Join button 33 L LAN 86 Link 32 Link button 33 Link Transfer button 23 Linking and Joining calls 56 Log to File 29 Loop button 17, 19, 21, 34, 46 Loop buttons 26 Loop Overflow icon 19, 27, 45 M Main attendant, full-time 17 Maintaining caller information 63 Maintaining employee information 67