Nortel Attendant Console User Manual

Contents

Nortel Attendant Console User Manual Manual pdf 67 page image

67Attendant Console User GuideChapter 5Maintaining caller and employee informationWith Attendant Console you can manage caller and employee information.Maintaining caller informationWhen a caller contacts your company, information about the caller from the Attendant Consoledatabase appears in the Caller Information list box of the Attendant window. Either the caller isalready in the database, or other employees of the callers company are in the database. Or thecaller and the company can be new.Creating a new caller recordNew caller records are created in the following ways:• automatically, during an active call, the first time Caller ID information is received by theClient component. You can customise the new caller record during the active call or later.• when you create a new caller record from an existing one• when you create a new blank caller recordWhen a call comes in, Attendant Console checks the Caller ID from the telephone company to seeif the number has previously called. If there is a record that the number has called before,information from the caller database appears in the Caller Information list box on the AttendantConsole window. The Name list box displays the names of callers on record that are associatedwith the incoming Caller ID. There can be several callers from the same telephone number callingif they are employees at the same company. For more information, refer to “The Edit CallerInformation dialog box” on page 35.If you select the name of the caller from the list, the Caller Information list box displaysinformation about the caller.To create a new caller record from an active call1 Click the Ringing Loop button to answer the incoming call.Information in the database about the caller appears in the Caller Information list box on theAttendant Console window.Note: The caller record is not saved if you click the Release button without processingthe call.