Manuel d'utilisation / d'entretien du produit P0936571 02 du fabricant Nortel Networks
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Part No. P093657 1 02 Business Comm unications Man a g e r Attendant Console User Guide Return to Menu.
2 P0936571 02 Cop yright © 2001 Nor tel Net works All rights reserved. The info rmation in this documen t is subject t o change w ithout notice. The s tatements , configurations, tec hni cal data, and recommendations in this documen t are believed to be accurate and reliab le, but are presented withou t expr ess or implied warranty .
3 Attendan t Conso le Us er Guid e Contents Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 T e xt c onv en tions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
4 Contents P0936571 02 Edit menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 View menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Contents 5 Attendant Cons ole User Guide Chapter 5 Maintaining call er and employ ee information . . . . . . . . . . . . . . . . . . . . . . . 59 Ma intai nin g cal ler i nf ormation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
6 Contents P0936571 02.
7 Atte ndant Cons ole Us er Gui de Preface Business Communication s Manager Attend ant Console provides a graph ical interf ace on your W indows- based PC for ma naging cal ls in a ca ll cente r or of fice.
8 Acrony ms P0936571 02 Acronyms This guide uses the foll owing acronyms (TBD): ellips is point s (. . . ) Indicate that you rep eat the last element of t he command as needed. Example: If the command syntax is ethernet/2/1 [ <parameter> <value> ] .
Acrony ms 9 Attendant Cons ole User Guide DLCMI Data Link Con trol Manage ment Inter face HDLC High-leve l Data Link Cont rol IP Inte rne t Prot oco l ISDN Integrat ed Servic es Digital Network ISO In.
10 Acronyms P0936571 02 Book.book Page 10 Wednesday, July 4, 2001 10:01 A M.
11 Attendan t Conso le Us er Guid e Chapter 1 Intr oduction to Attendant Console Business Communicat ions Manager Attend ant Console is an applic ation that provi des centr alized call management a nd call a cti vity repor ting capabili ty to a bus iness.
12 P093657 1 02 The Serv er component col lects and manage s call-proce ssing infor mation in a dat abase that ca n be used for re porting purpo ses. Client component The Cli ent compone nt has an easy-to -use grap hical use r inter face ( GUI).
13 Attendant Console User Gui de T able 1 Atte ndant Co nsole-PC c ompatibi lity . Graphical U ser Inte rface ( GUI) Attendant Console has a GUI that has sophist icated featu res but is less complicated than other attenda nt cons oles. Y ou can easily selec t the but tons to proc ess incoming c alls.
14 P093657 1 02 T able 2 Attendant Console’ s adv anced so ftwar e capabiliti es Attendant types Y ou must se t up each PC t o handle cal ls ei ther as a main atten dant, o v erflo w attend ant, backup attenda nt or assistan t attend ant. Each at tendant t ype gi ves you fle xibilit y in respo nding to ca lls.
15 Attendan t Conso le Us er Guid e Chapter 2 Getting star ted The in sta lle r or Sy stem A dmin istr ato r mus t set up a nd c heck t he s yst em be fo re you can u se the Attendan t Console c omponents. Fi rst, mak e sure you kno w how to start an d quit Attendant Console on your PC.
16 P093657 1 02 Y ou can also shut do wn the Client component from the W indo ws taskbar by right-cl icking t he Attendant Consol e tas kbar b utton a nd clicki ng the Cl ose but ton.
17 Attendant Console User Gui de Figure 1 Atte ndant Cons ole windo w When the setup is complete, the Dir ectory list di splays t he Business Communic ations Manager ext ensions c onnected t o the Busin ess Communi cations Man ager ba se unit.
18 P093657 1 02 T o set or change the attendant ’s exten sion number: 1 On the To o l s menu click Option s . The Opt ions dial og box appea rs with th e Options tab open. 2 In the Attendant opt ion, in the My Exten sion box, type the e xtension number of the attenda nt’ s telephone.
19 Attendant Console User Gui de 3 Click th e OK but t on . The main at tendant ca n redirect their ca lls to the backup at tendant by clicking the Out button.
20 P093657 1 02 1 On the To o l s menu, click Opt ion s . The Opt ions dial og box appea rs with th e Options t ab open. 2 In the My extensio n box, type the as sistant atte ndant ’s e xtension. 3 Click th e OK but t on . T o add or remo ve an a ssistant atte ndant ’s assigned e xtensions : 1 On the To o l s menu, click Opt ion s .
21 Attendant Console User Gui de Assi gne d ext ens ion ri ngs - The attendant is notif i ed of calls to the assigned extensions. or My extensi on rings -The atte ndant is n otif ied if their e xtension h as an incoming c all. If bot h chec k boxes are cl e a r, th e attend ant is not notified of call s when th e wi ndow is minimized.
22 P093657 1 02 T o remov e an ext ension from the Se lected e xtensions lis t, click the e xtension number in th e Selecte d extens ions list and click << .
23 Attendan t Conso le Us er Guid e Chapter 3 Using the Attendant Console windo w This se ctio n explai ns h o w to us e the comp on ent s of the Att endant Consol e wind o w.
24 P093657 1 02 Title bar The ti tle bar i s at t he to p of t he Atte ndan t C onsol e wi nd o w. At th e t op right si de are the Wi ndows standar d Minimize, Maximiz e and Close buttons. Menu bar The menu bar is under the titl e bar and contains the File, Edit, V ie w , T ools, T ransfer , Caller , T ar get, Attendan t and Help men us.
25 Attendant Console User Gui de T able 3 Dir ector y opti ons Stat us Bar T o di splay the Status Bar : 1 Click Vi e w and then clic k Status Bar . The St atus Bar contain s the compone nts sh own in Ta b l e 4 . T able 4 St atus bar comp onents Usi ng th e menu bar The menu bar cont ains the menus on the Att endant Consol e windo w .
26 P093657 1 02 Edit me nu The Edit menu conta ins: View me nu The V iew me nu contains: Cut cuts sel ected te xt and m ov es it to the Clip board. Cop y copies a sele ction of t e xt and mov es it to th e Clipb oard. P aste inserts the Clipboard co ntents at the ins er tion point.
27 Attendant Console User Gui de T ools menu The T ools menu contai ns: T ra nsfer menu The T ransfer menu cont ains: Reports star ts the R epor ts co mponent. Attend ant Mo nitor opens the Attendant Mon itor dialo g bo x that displa ys diagn ostic inf ormation sent b y the Cl ient compon ent and recei ve d bac k from th e Ser v er componen t.
28 P093657 1 02 Caller menu The Calle r menu conta ins: 3rd Con tact tran sf ers the a ctiv e ca ll to t he caller ’ s third con tact. 3rd C ontact is en able d if there is an a ctiv e call and a contact in the thi rd bo x of the Contac ts list. T ransf er to T arget tran sf ers th e activ e ca ll to t he e xtensi on in the T arget list bo x.
29 Attendant Console User Gui de Ta r g e t m e n u The T arget menu contai ns: Attendant menu The Atten dant menu cont ains: Help menu Call init iate s a call f rom the a ttendan t ex ten s ion to the nu mber in the T arget list bo x. The Call b utton pe rfo rms the same function .
30 P093657 1 02 The Help menu con tains: Using keyboar d shor tcuts Y ou can use t he ke yboard t o do man y tasks qui ckly in Atte ndant Consol e. There are t hree kind s of ke yboard shortcu ts. The f irst two ar e standar d to W indo w s. The thir d shortcut is unique to Attendan t Console.
31 Attendant Console User Gui de T able 5 Edit Men u shortcut ke ys T able 6 T ransfer Menu shor tcut ke ys: T able 7 Ca ller Menu shor tcut ke ys Shor tcuts initiated by pressing the Alt key and anot.
32 P093657 1 02 Figure 3 Right-c lick capability Using the toolbar The toolb ar contai ns se veral b uttons that prov ide quick and easy access to some of the Attend ant Console f unctions. T o di splay the toolbar: 1 Click th e Vi e w menu and the n click T oolbar .
33 Attendant Console User Gui de W ords and colo rs on Loo p but tons: Using Caller Information options Calle r I nform atio n options ar e in the top center of the Att endant Cons ole windo w . When you answer a cal l, the Caller Informa tion options sh ow i nfor mation about the calle r.
34 P093657 1 02 Calle r I nform at ion opt ions i ncl ude: • Na me, C aller T ype lis t boxes ( Unclassi fied, Pers onal, Emplo yee, V endor , or Custome r), Com pany a nd No te b oxes • Contac ts.
35 Attendant Console User Gui de 1 Belo w the Caller Inf ormation option s, click the Edit but t on . The Edit Call er Infor mation dialog box appears. The Edit Call er Inform ation dialog box contains the fol lo wing box es: The f ollo wing b uttons a ppear in t he Edit Caller I nformatio n dia log box: Name c ontai ns th e calle r’ s name.
36 P093657 1 02 Using the call p rocess ing area The call processi ng area is at the top right of the Attendant wind ow and includes : • the T arg et li st box • the T ransfer , P age, VMT ransfer , Screen, Call , Camp On and Link T ransfer b uttons.
37 Attendant Console User Gui de Using the Directory options The Directo ry options are at the bo ttom of t he A ttendan t Console win dow. They contai ns tabbed direct ories t hat sho w vie ws of the e xtension s on the Busin ess Commun ications Mana ger tel ephone system.
38 P093657 1 02 The Ed it Em ploy e e Infor mation d ial og box This dialog box appears when you cl ick the Edit b utton in the Dir ectory op tion. Use t he Edit Employe e dialog box to cha nge or add informa tion about emplo yees. F or further i nformation , refer to “Maintainin g employe e informat ion” on page 62 .
39 Attendant Console User Gui de The Edit Employee Information dialog box contains t he following boxes that you can edit, unless indicat ed other wise: The fol lowing buttons appe ar in th e E dit Empl oyee Info rmat ion dialog box: Name conta ins the emp l oye e ’s name or t h e extensi on number i f a name is not entered.
40 P093657 1 02 Directory list Director y list tab vie ws There are four Director y list vie ws that are a ccessed b y clickin g tabs. They are:. Directo r y list emplo yee and e xtensio n inf or mation Each Dire ctory list tab v i ew sh ows th e foll owing emp loye e and exte nsion informatio n.
41 Attendant Console User Gui de The o ther c olu mns i n the D ire ctory li st are: Sor ting inf or mation in th e Directory list tabs Y ou can sort the emp loyee informati on in the Dire ctory lis t tabs by e xtensi on, name, note s or departme nt. In the Full , Assigned and Sele cted vie ws, the informati on appears in columns with headings .
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43 Attendan t Conso le Us er Guid e Chapter 4 Handling cal ls W ith Attendant Console you can manage calls using a mouse or a keyb oard. When a call co mes in, you can respond to the cal ler using either a te lephone or a headset. If you use a headse t your hands are free to use your PC.
44 P093657 1 02 • the func tion k ey nam e above the Loop button, (F1 in the example) sh ows the key on the PC keyboard that r elates to th e ring ing Loo p b utt on. • the tim er above the L oop butto n shows in minut es and sec onds ho w long the call is acti ve.
45 Attendant Console User Gui de Finding the call ed per son’ s extension and placing it in the T arget list bo x After yo u answer a call, f ind and click th e called extension to put i t in th e Targ et li st box.
46 P093657 1 02 Using the Directory tab views The tab views in th e Dire cto ry di alog box s how inform at ion abo ut e xt ensions. T o search b y e xtensi on or name : 1 Click th e Full , BLF , Assi gned or Selected tab . 2 Click th e ext ension, t he name or the depar tment of t he employ ee being c alled in the list.
47 Attendant Console User Gui de Using the Depar tment list bo x Y ou can sear ch for a na me by d epartment from the Full tab using the Depart ment li st box. T o search by department: 1 Click th e ar r ow of the Department list box. The list appears dis playing the depa rtments as sociated with ext ensions.
48 P093657 1 02 T o tran sfer using the T arget li st box : Make su re the extens ion in the T arget list box is corre ct. Double- click th e telephone st atus ic on beside the T ar get li st box or cli ck the Tr a n s f e r butt on. Y ou can also click the T a rget list box and press t he Enter ke y on the k eyboard.
49 Attendant Console User Gui de T o park a call and p age an e mploy ee: 1 In the Ta r g e t li st box type t he ex tension o f the calle d person . If ther e is no ac ti ve call and you w ant to page an empl oyee, type o r select the ext ension of the person being paged in th e Targe t list box.
50 P093657 1 02 3 Click th e Retrieve butt on. or 1 On the toolbar , click . The P arked Call s dialog b ox appears. 2 Select the park ed call . 3 Click th e Retrieve butt on. T o view pa rked ca lls: 1 On the Caller menu, click V iew Pa rked Call s .
51 Attendant Console User Gui de T o pl ace a call on Hold at an act ive exten sion: 1 W ith an acti ve call on t he Loop b utt on and the e mployee’ s e xtension in the T arget list box, click the Ca mp On bu tt o n.
52 P093657 1 02 To u s e t h e V o i c e Call b utton: 1 In the Ta r g e t list box type or en ter the e xtensio n of the employee. 2 On the toolbar , click . 3 Speak to the empl oyee through the spea ker in their t elephone. Linking and Joini ng calls Using Atte ndant Console, you ca n create confere nce calls l inking or joining cal ls.
53 Attendant Console User Gui de 4 When the con feren ce call i s f inished, cl ick th e Release but to n to di sconnect from the call . Handling a callback call There ar e two types of calls th at re.
54 P093657 1 02 • IntAct. Y ou tell the caller that the person they called is on the line and ask if they wish to inter rupt t he ca ll. Either Ho ld, Assist ant or In tAct is displayed bel ow the Callba ck button. T o respond t o a Callbac k call that a called person re turns: 1 Click th e Callback bu tton.
55 Attendant Console User Gui de T o pla ce a ca ll to an ex te nsion or o uts ide nu mber: 1 When there is no acti ve call, type or select an e xtension or o utside numb er in the Ta r g e t list box. 2 Press Enter o n the ke yboar d. A call is made to the extension or outside numb e r.
56 P093657 1 02 • send a call back to the att endant to ask the call er if th ey wis h to interrupt the curre nt call • send a call back to t he attenda nt who t hen routes it to an assistant at tendant T o talk to a caller : 1 Press t he Talk dis play b utton t o automati cally connect wit h the cal l, or pick up the han dset.
57 Attendant Console User Gui de 2 The atte ndant ref ers to the Assistant extension box in the Edit Employ ee Inf ormation dialog box a nd en ters th e Ass istan t extensio n numb er in the Ta r g e t list box. 3 The at tendant t ransfer s the call to t he Assist ant e xtension.
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59 Attendan t Conso le Us er Guid e Chapter 5 Maintaining caller and emplo yee inf ormation Attendan t Console man ages bot h caller and emplo yee info rmation.
60 P093657 1 02 2 In the Call er Informa tion list box click Edit . The Edit Call er Infor mation dialog box appears. 3 Click th e New Caller b utton. This cl ears all t he bo xes in t he Edit Caller In formation di alog box an d let s you create a new caller record .
61 Attendant Console User Gui de 2 Click th e New Caller b utton. This clear s only the Name box in the Edit Call er Infor mation dia log box . The other bo xes do not ch ange. 3 In the Name list box type t he new cal ler’ s name. 4 Click th e Sa ve b utton when you are don e to sa ve the r ecord.
62 P093657 1 02 2 Click th e Find b utton. The Fi nd dia log box appear s. Use th e Find dialog bo x to fin d a cal l er’s name i n the datab ase. 3 In the Name box, type th e fir st letter or letters of the cal ler ’s last name.
63 Attendant Console User Gui de Using the D irectory list Informat ion in th e Director y list a ppears i n ascending order (1 to 9 or A to Z). So rting is bas ed on the contents of one column at a time.
64 P093657 1 02 3 In the Name box, type th e fir st letter or letters of the empl oyee ’s last name. If the e mpl oyee’ s first n ame i s used in stea d of thei r las t nam e, t ype the first le tter or l ett ers of the em ployee’ s first name. 4 Click th e OK b utton or pr ess the Ente r key .
65 Attendant Console User Gui de 2 Click th e Sho w All b utto n to re turn to the Di rectory vie w aft er you per form a sear ch. Edit ing em ployee in format ion Y ou can ed it emplo yee i nformation by a dding or changing an e xtensi on, changi ng the p erson stat us of an e xtension o r by creat ing a ne w name for an ex tension.
66 P093657 1 02 T o assign t he name of an emplo yee to a cal ler record: 1 In th e Director y list, s elect t he emplo yee's exte nsion or t ype the employe e’ s e xtension number in the Ta r g e t list box . 2 Click th e Make Caller but t o n.
67 Attendant Console User Gui de 1 On the Edit Employee Inf ormation di alog box c lick the Save butt on. The change s made to the b oxes i n the Edit Employ ee Informati on dialog bo x for the empl oyee highli ghted in t he Direct ory list are sav ed to the data base.
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69 Attendan t Conso le Us er Guid e Chapter 6 Generating re por ts Attendan t Console collec ts informa tion about incomin g calls an d tracks h ow calls are pr oce ssed. Use t he informat ion from t he Reports component to hel p spot trends and pr event problems.
70 P093657 1 02 Extension Directory rep or t The Ext ension Dir ectory r eport li sts the e mploy ees in the Att endant Console da tabase and th e info rmation i n thei r call record. Usi ng t he Re ports wind o w T o ope n the Reports windo w: 1 On the Attendant windo w click T ools an d then cli ck Reports .
71 Attendant Console User Gui de P eriod list box The Pe riod li st box is av ailab le if : • you se lect a v alid database and • you se lect a r eport type that requires you to def ine a repor t period. Empl oy ees and Customers options Use t hese opt ions to d ef ine the cu stomer s or empl oyees who will b e the subj ect of th e r eport.
72 P093657 1 02 Cust omer and Emplo y ee Select ion dialog bo x From the Cus tomer and Empl oyee Sel ection dial og box es, you can choo se the Emp loyees or Cust omer s to in clu de in a repo rt. The progr am records the ite ms you sele cted fro m this dia log box t he last t ime you cr eated a r eport.
73 Attendant Console User Gui de • select employe es and customers • create and pre vie w the report • prin t the rep ort Loading the datab ase Attendan t Console stores inf ormation in a dat abase abo ut your compan y’ s telephone use. This databas e is used t o generat e the dif ferent types of r eports .
74 P093657 1 02 1 In the Fr om box type the da te. The foll o wing are ac ceptable date formats: • June 5, 199 7 • 6/5/1997 2 Press t he Enter key . 3 In the To box type the date. 4 Press t he Enter key . T o select a repor t of one wee k: 1 Click th e One W eek but to n .
75 Attendant Console User Gui de Clearing a date Y ou can clea r a dat e by del eting th e conten ts of the box. A cle ared box doe s not c ount as a date , and does not restrict the range of the oth er date.
76 P093657 1 02 T o cr eate a repor t: 1 Click th e Create Re po rt butt on. This sta rts the report generat ion pro cess. The Rep orting an imated ico n appears t o sho w that the rep ort is runni ng. The icon stops wh en the rep ort is complet e. 2 After the re por t is co mple te, it appea rs in the R epor t V iewing area.
77 Attendant Console User Gui de 3 Click th e OK button a nd the rep ort pr ints or click the Cancel b utton t o cancel p rinting the report. Note: If you change a report parameter in one of the repor t controls , the Create Re port b utton i s a v ailable and the Print but ton is una v ailabl e.
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79 Attendan t Conso le Us er Guid e Glossar y Assi stan t att enda nt The assi stant at tendant is the tel ephone at tendant who pro vides call co verage for specif ic empl oyee s. Bac kup attendant The backup attendant recei ves calls when the main attendan t is not a v ailable.
80 Glossary P0936571 02 Hookflash The si gnal that occur s when a tel ephone goes on- hook foll o wed by o ff-hook. Hunt Grou p A Hunt Group is a group of telephon es that can be called by a s ingle number . Hunt Groups are conf igured in y our Busin ess Communi cations Manager base u nit.
Glossary 81 Attendan t Conso le Us er Guid e VM V oic e mail or voic e mes sag e mai lbox..
82 Glossary P0936571 02.
Attendan t Conso le Us er Guid e 83 Inde x Number s 1st Contact , 27 2nd Con tact, 27 3rd Co nta ct, 28 A About B usiness C ommunications Manager Attend ant Consol e 30 acron yms 8 Acti ve Call 33 Add.
84 Index P0936571 02 Close button 39 Compa ny box 35 ConsoleServiceDB 73 Contacting emplo yees using V oice Call 51 Contacts boxes 35, 45 usin g 45 con ventions, tex t 7 Copy 26 Creating a new ca ller.
Index 85 Attendan t Conso le Us er Guid e I In and Out buttons 32 Introd uction to Bu siness Communicat ions Manager Attend ant Cons ole 11 J Join button 33 L LAN 80 Link 29 Link button 3 2 Link T ran.
86 Index P0936571 02 Ringing Assign ed Extension 33 S Save bu tt o n 3 9 Screen T r ansfer 28 Screening calls 51 Search by depar tment 64 Search for an indi vidual 64 Selected e xtensions b ox 21 Sele.
Un point important après l'achat de l'appareil (ou même avant l'achat) est de lire le manuel d'utilisation. Nous devons le faire pour quelques raisons simples:
Si vous n'avez pas encore acheté Nortel Networks P0936571 02 c'est un bon moment pour vous familiariser avec les données de base sur le produit. Consulter d'abord les pages initiales du manuel d'utilisation, que vous trouverez ci-dessus. Vous devriez y trouver les données techniques les plus importants du Nortel Networks P0936571 02 - de cette manière, vous pouvez vérifier si l'équipement répond à vos besoins. Explorant les pages suivantes du manuel d'utilisation Nortel Networks P0936571 02, vous apprendrez toutes les caractéristiques du produit et des informations sur son fonctionnement. Les informations sur le Nortel Networks P0936571 02 va certainement vous aider à prendre une décision concernant l'achat.
Dans une situation où vous avez déjà le Nortel Networks P0936571 02, mais vous avez pas encore lu le manuel d'utilisation, vous devez le faire pour les raisons décrites ci-dessus,. Vous saurez alors si vous avez correctement utilisé les fonctions disponibles, et si vous avez commis des erreurs qui peuvent réduire la durée de vie du Nortel Networks P0936571 02.
Cependant, l'un des rôles les plus importants pour l'utilisateur joués par les manuels d'utilisateur est d'aider à résoudre les problèmes concernant le Nortel Networks P0936571 02. Presque toujours, vous y trouverez Troubleshooting, soit les pannes et les défaillances les plus fréquentes de l'apparei Nortel Networks P0936571 02 ainsi que les instructions sur la façon de les résoudre. Même si vous ne parvenez pas à résoudre le problème, le manuel d‘utilisation va vous montrer le chemin d'une nouvelle procédure – le contact avec le centre de service à la clientèle ou le service le plus proche.
