Nortel Attendant Console User Manual

Contents

Nortel Attendant Console User Manual Manual pdf 8 page image

8 Chapter 1 Introduction to Attendant ConsoleP0936572 02Attendant Console componentsAttendant Console is a software application that has three interrelated components:• Server component• Client component• Reports componentThe Server componentThe Server component:• communicates with your Business Communications Manager 2.5 system to initiate telephonefunctions such as transferring calls, placing calls on hold and parking calls.• collects and manages call-processing information in a database that can be used for reportingpurposes.• communicates with one or more Client components. A Client component is on a computerconnected by a Local Area Network (LAN).The Server component receives:• notification of incoming calls• information about telephones attached to the Business Communications Manager base unitThe Client componentThe Client component has an easy-to-use graphical user interface (GUI). The Attendant Consolewindow displays information about incoming callers and includes a Company Directory withemployee names, telephone status (such as on-hook, off-hook, Do Not Disturb and Call Forward)and person status (such as None, Not at desk and Out of office). You can search the Directory fromthe Attendant window.You can configure Attendant computers to be main, assistant, overflow or backup attendants. Formore information, refer to “Types of attendant setups” on page 12. Incoming calls can betransferred to an extension, a voice message mailbox or an external number.You can set up more than one attendant for your company. You can also set up Attendant Consoleto provide call coverage for assigned groups of employees. In this setup, you are notified of calls toassigned employees and can answer calls when the employees cannot.The Reports componentThe Reports component provides information about incoming calls. Reports can help you identifytrends and find answers to questions before they become problems. You can request a report fromany computer with a Client component and view the report in the Reports window or print it on anattached printer.