Nortel Norstar Meridian BCM 450 Business Communications Manager BCM450 NTC03100SWE6

Nortel Norstar Meridian BCM 450 Business Telephone Systems


800-821-2686
Columbus:
614-420-4572
2783 Martin Rd.
Dublin, OH 43017
Cincinnati:
513-926-6186
9891 Montgomery, Rd.
Cincinnati, Ohio 45242
Dayton:
937-222-2269
2324 Stanley Avenue
Dayton, Ohio 45404

Local Technicians equal Great Service!!

Ohio TeleCom will Install, Service and Repair Nortel Norstar Meridian BCM450 Business Telephone Systems in Dayton, Columbus, Cincinnati Metro Areas.

Call now to schedule your appointment!!!
800-821-2686

Nortel Norstar Meridian BCM 450 Business Telephone SystemsOur local certified technicians and our access to repair and replacement parts will keep your system operational. We service all Nortel telephone systems including the BCM50, BCM100, BCM200, BCM400, BCM450, CICS and MICS running conventional telephony using the M7316 M7310 M7324 M7208 M7100 model telephones and the IP based telephones. Including Nortel Voice Mail systems Flash and Call Pilot. Nortel phones have been a leader in communication services for decades, and Ohio TeleCom is proud to offer Nortel’s high quality and reliable business phones and systems to its customers.Nortel Norstar Meridian BCM 450 Business Telephone Systems
To Log Into System Programming:
1. Press FEATURE * * 2 6 6 3 4 4
2. Enter Password: 2 6 6 3 4 4       Display will read: ” A. Configuration”
Programming System Speed Dials:
Follow steps 1-3 under “Log Into System Features”
4. Press: SHOW    Display will read: “1. Sys speed dial”
5. Press: SHOW     Display will read: “Speed Dial #:___” 
6. Enter: 01 or 02 or 03 etc…      Display will read: “Speed dial #:01”Nortel Norstar Meridian BCM 200 Business Telephone Systems
7. Press: SHOW     Display will read: “No number stored”
8. Press the “CHANGE” softkey.     Display will read: “#01:
9. Enter the Speed Dial number
10. Press the “OK” softkey.
11. Press: NEXT     Display will read: “Use prime line”
12. Press: NEXT     Display will read: “Display digits:Y”Nortel Norstar Meridian CICS Business Telephone Systems
13. Press: NEXT     Display will read: “Bypass restr’n:N”
14. Press: NEXT     Speed dial 01 has now been programmed:
To program another Speed Dial Number, repeat steps 6 thru 14.

Changing a name on a phone
Follow steps 1-3 under “Log Into System Features”
4. Press: SHOW     Display will read: “1. Sys speed dial”
5. Press: NEXT      Display will read: “2. Names”
6. Press the SHOW     Display will read: “Set names”Nortel Norstar Meridian Business Telephone Systems
7. Press: SHOW     Display will read: “Show set:__”
8. Enter the extension number of which you wish to change the name    
9. Press the CHANGE softkey
10. Using the dial pad spell out the name   
11. Press: NEXT (if you fail to do this step, the name will not be saved!!!)
12. Press the RLS key
Nortel Norstar Meridian BCM 450 Business Telephone Systems
To Change the Time and date:
1. Press FEATURE * * T I M E
2. Enter Password: 2 6 6 3 4 4  
3. Press NEXT      Display will read: “Date DD MM YY”
4. Press the CHANGE softkey     Display will read: “Year: # # “
5. Press the CHANGE softkey, (If the year is incorrect)     Display will read: “Year: _ “
6. Enter the new YEAR        Display will then read the new Year programmed.
7. Press NEXT       Display will read: “Month: # # “Nortel Norstar Meridian BCM 400 Telephone Systems
8. Press the CHANGE softkey, (If the month is incorrect)      Display will read: “Month: _ “
9. Enter the new MONTH      Display will then read the new Month programmed
10. Press NEXT     Display will read: “Month: # # “
11 Press the CHANGE softkey, (If the day is incorrect)     Display will read: “Day: _ “
12. Enter the new DAY     Display will then read the new Day programmed
13. Press the CHANGE softkey     Display will read: “Hour:
14. Press the CHANGE softkey         Display will read: “Hour: _ “
15. Enter the new HOUR. (in 24-hour format – Ex.: 5:00pm = 17:00.    
Display will then read the new Hour programmed.
16. Press NEXT     Display will read: “Minutes: # # “
17. Press the CHANGE softkey       Display will read: “Minutes”: _ “
18. Enter the new MINUTES.Nortel Norstar Meridian Business Telephone Systems






Nortel Norstar Meridian BCM 400 User Card

Business Communications
Manager
Attendant Console User Guide
2
P0936571 02
Copyright © 2001 Nortel Networks
All rights reserved.
The information in this document is subject to change without notice. The statements, configurations, technical data, and
recommendations in this document are believed to be accurate and reliable, but are presented without express or implied
warranty. Users must take full responsibility for their applications of any products specified in this document. The
information in this document is proprietary to Nortel Networks NA Inc.
Trademarks
NORTEL NETWORKS is a trademark of Nortel Networks.
Microsoft, MS, MS-DOS, Windows, and Windows NT are registered trademarks of Microsoft Corporation.
All other trademarks and registered trademarks are the property of their respective owners.
3
Attendant Console User Guide
Contents
Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Text conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Acronyms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Chapter 1
Introduction to Attendant Console. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Components of the Attendant Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Server component . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Client component . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Reports component . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Attendant Console features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
PC compatibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Graphical User Interface (GUI) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Advanced software capabilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Attendant types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Chapter 2
Getting started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Starting the Client component . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Minimizing and maximizing the Attendant Console window . . . . . . . . . . . . . . . . . 15
Quitting the Client component . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Initializing and configuring the Client component . . . . . . . . . . . . . . . . . . . . . . . . . 16
Starting the Client component for the first time . . . . . . . . . . . . . . . . . . . . . . . 16
Types of attendant setups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Setting up other attendant features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Chapter 3
Using the Attendant Console window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Components of the Attendant Console window . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Title bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Menu bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Loop buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Caller Information options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Call processing area . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Directory list . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Status Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Using the menu bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
File menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
4 Contents
P0936571 02
Edit menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
View menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Tools menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Transfer menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Caller menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Target menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Attendant menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Help menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Using keyboard shortcuts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Using right-click capability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Using the toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Using Caller Information options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Using the call processing area . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Using the Directory options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Search and edit functions in the Directory options . . . . . . . . . . . . . . . . . . . . . 37
Directory list . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Chapter 4
Handling calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Answering calls as an attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Finding the called person’s extension and placing it in the Target list box . . . . . . 45
Using the Contacts boxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Using the Directory tab views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Using the Directory Find box . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Using the Department list box . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Transferring a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Parking, holding and screening calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Parking calls and paging employees . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Placing and retrieving calls on hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Screening calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Contacting employees using Voice Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Linking and Joining calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Joining a call on hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Creating a conference call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Handling a callback call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Responding to a callback that an extension did not answer . . . . . . . . . . . . . . 53
Responding to a callback that a called party returned . . . . . . . . . . . . . . . . . . 53
Making a call from the attendant’s extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Handling calls at an employee’s telephone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Contents 5
Attendant Console User Guide
Chapter 5
Maintaining caller and employee information . . . . . . . . . . . . . . . . . . . . . . . 59
Maintaining caller information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Creating a new caller record . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Finding and editing caller information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Maintaining employee information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Using the Directory list . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Finding an employee record . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Editing employee information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Creating a new name for an extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Adding notes to employee records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Chapter 6
Generating reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Report types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Calls by Customers report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Calls to Employees report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Extension Directory report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Using the Reports window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Database box . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Information list box . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Period list box . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Employees and Customers options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Creating and viewing reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Loading the database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Selecting a report type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Setting the report period . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Selecting employees and customers for the report . . . . . . . . . . . . . . . . . . . . 75
Create Report button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Viewing the report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Printing a report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
6 Contents
P0936571 02
7
Attendant Console User Guide
Preface
Business Communications Manager Attendant Console provides a graphical
interface on your Windows-based PC for managing calls in a call center or office.
Text conventions
This guide uses the following text conventions:
angle brackets (< >) Indicate that you choose the text to enter based on the
description inside the brackets. Do not type the
brackets when entering the command.
Example: If the command syntax is
ping , you enter
ping 192.32.10.12
bold Courier text Indicates command names and options and text that
you need to enter.
Example: Use the dinfo command.
Example: Enter show ip {alerts|routes}.
braces ({}) Indicate required elements in syntax descriptions where
there is more than one option. You must choose only
one of the options. Do not type the braces when
entering the command. Nortel Norstar Meridian BCM450
Example: If the command syntax is
show ip {alerts|routes}, you must enter either
show ip alerts or show ip routes, but not both.
brackets ([ ]) Indicate optional elements in syntax descriptions. Do
not type the brackets when entering the command.
Example: If the command syntax is
show ip interfaces [-alerts], you can enter
either show ip interfaces or
show ip interfaces -alerts.
Book.book Page 7 Wednesday, July 4, 2001 10:01 AM
8 Acronyms
P0936571 02
Acronyms
This guide uses the following acronyms (TBD):
ellipsis points (. . . ) Indicate that you repeat the last element of the
command as needed.
Example: If the command syntax is
ethernet/2/1 [ ]… ,
you enter ethernet/2/1 and as many
parameter-value pairs as needed.
italic text Indicates file and directory names, new terms, book
titles, Web addresses, and variables in command syntax
descriptions. Where a variable is two or more words,
the words are connected by an underscore.
Example: If the command syntax is
show at , valid_route is one
variable and you substitute one value for it.
plain Courier
text
Indicates command syntax and system output, for
example, prompts and system messages.
Example: Set Trap Monitor Filters
separator ( > ) Shows menu paths.
Example: Protocols > IP identifies the IP option on the
Protocols menu.
vertical line ( | ) Separates choices for command keywords and
arguments. Enter only one of the choices. Do not type
the vertical line when entering the command.
Example: If the command syntax is
show ip {alerts|routes}, you enter either
show ip alerts or show ip routes, but not
both.
AUI attachment unit interface
BootP Bootstrap Protocol
BRI basic rate interface
CSMA/CD carrier sense multiple access/collision detection
Book.book Page 8 Wednesday, July 4, 2001 10:01 AM
Acronyms 9
Attendant Console User Guide
DLCMI Data Link Control Management Interface
HDLC High-level Data Link Control
IP Internet Protocol
ISDN Integrated Services Digital Network
ISO International Organization for Standardization
ITU-T International Telecommunication
Union-Telecommunication Standardization Sector
(formerly CCITT)
MAC media access control
MAU media access unit
MDI-X medium dependent interface crossover
NBMA nonbroadcast multi-access
OSPF Open Shortest Path First
PPP Point-to-Point Protocol
SMDS Switched Multimegabit Data Service
SNMP Simple Network Management Protocol
STP shielded twisted pair
TPE twisted pair Ethernet
Book.book Page 9 Wednesday, July 4, 2001 10:01 AM
10 Acronyms
P0936571 02
Book.book Page 10 Wednesday, July 4, 2001 10:01 AM
11
Attendant Console User Guide
Chapter 1
Introduction to Attendant Console
Business Communications Manager Attendant Console is an application that provides centralized
call management and call activity reporting capability to a business. Attendant Console runs on
one or more Pentium® class personal computers (PCs).
You can customize the way Attendant Console is set up to suit your company’s call management
requirements. A telephone attendant uses a graphical user interface to:
• originate calls
• answer and manage multiple calls
• view a company’s name before answering a call
• record, add and change caller information for future use
• quickly access information about a caller
• transfer calls to employees or their voice message mailbox
• send the caller’s name to the employee’s telephone display
• park calls and page employees
• view information in a Directory about your company’s employees such as their extension
number, person status and telephone status
• create and print reports showing how incoming calls are handled
• view the status of extensions in the company’s Attendant Console system
Components of the Attendant Console
Attendant Console is a client/Business Communications Manager base unit software application
that consists of three interrelated components:
• Server component
• Client component
• Reports component
Server component
The Server component communicates with your Business Communications Manager base unit
initiating telephone functions such as transferring calls, placing calls on hold and parking calls.
The Server component communicates with one or more Client components. A Client component is
on a PC connected via a Local Area Network (LAN).
The Server component receives:
• notification of incoming calls
• information about telephones attached to the Business Communications Manager base unit
12
P0936571 02
The Server component collects and manages call-processing information in a database that can be
used for reporting purposes.
Client component
The Client component has an easy-to-use graphical user interface (GUI). The Attendant Console
window displays information about incoming callers and includes a Company Directory with
employee 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). The Directory can be searched
from the Attendant window.
Attendant PCs can be either main, assistant, overflow or backup. For more information, refer to
“Types of attendant setups” on page 17. Incoming calls can be transferred 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 Console
to provide call coverage for assigned groups of employees. In this setup, you are notified of calls to
assigned employees and can answer calls when the employees cannot.
Reports component
The Reports component provides information about incoming calls. Reports can help you identify
trends and find answers to questions before they become problems. You can request a report from
any PC with a Client component and view the report in the Reports window or print it on an
attached printer.
Attendant Console features
There are many features and benefits associated with Attendant Console.
PC compatibility
Attendant Console combines telecommunications with personal computing to make the attendant’s
job easier, faster and more efficient (see Table 1).
13
Attendant Console User Guide
Table 1 Attendant Console-PC compatibility.
Graphical User Interface (GUI)
Attendant Console has a GUI that has sophisticated features but is less complicated than other
attendant consoles. You can easily select the buttons to process incoming calls. Very few key
strokes are needed for most activities. For example, answering an incoming call and transferring it
to an extension usually requires two steps: clicking a Loop button to answer the call and
double-clicking the icon beside the called party’s name to transfer the call.
The GUI provides you with at-a-glance information about the progress and status of calls. Before
you answer a call, you know the caller’s telephone number and how long the caller is waiting. If a
call transfers back to you, the Attendant Console window immediately displays the status of the
call.
The readily available online Help ensures that Attendant Console is easy to learn and use.
Because performing normal attendant functions is faster with a GUI, you can do other tasks while
you use Attendant Console.
Advanced software capabilities
Table 2lists some of Attendant Console’s advanced software capabilities:
Use of existing hardware You do not need to purchase additional dedicated hardware to
use the power of Attendant Console. If you have the minimum
computer requirements, all you need is the software that lets
your computer communicate with the Business Communications
Manager base unit.
Multi-tasking Attendant Console works in a multi-tasking environment. You
can use your PC for other tasks such as word processing in
addition to attending to calls. You can quickly switch from PC
tasks to the Attendant window if there is an incoming call.
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Table 2 Attendant Console’s advanced software capabilities
Attendant types
You must set up each PC to handle calls either as a main attendant, overflow attendant, backup
attendant or assistant attendant. Each attendant type gives you flexibility in responding to calls.
This ensures that calls can be handled in a professional and prompt manner. For detailed
information about attendant setups, refer to “Types of attendant setups” on page17 .
Visual call announcing and
control
When a telephone is busy with a call, an attendant can send
caller information to the telephone’s two line display area. The
person called can use display buttons to control the call. This
prevents important calls from being lost.
Backup attendant Incoming calls can be quickly and easily transferred to a backup
attendant at a different location than the main attendant. This
means that a backup attendant does not have to leave their desk
to cover for the main attendant.
Overflow attendant Overflow calls are transferred to an overflow attendant.
Consequently, calls are not lost during busy periods.
Reports You can generate reports that contain information such as the
number of incoming calls and who answers the calls. This
information shows the calling trends in the business and the
performance of the telephone system.
Ability to handle growth A one-time purchase of Attendant Console is often all that is
needed. If you want to add more attendant positions as the
company grows, Attendant Console is easily expandable.
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Attendant Console User Guide
Chapter 2
Getting started
The installer or System Administrator must set up and check the system before you can use the
Attendant Console components. First, make sure you know how to start and quit Attendant
Console on your PC. For information on starting the components for the first time, refer to
“Initializing and configuring the Client component” on page 16. For information about changing
the Attendant Console window settings refer to “Initializing and configuring the Client
component” on page 16.
Starting the Client component
To start the Client component and open the Attendant Console window:
1 On the Attendant PC, click Start and point to Programs, point to Nortel Networks, point to
Attendant Console and then click Attendant.
The Attendant Console taskbar button appears on the taskbar. The Attendant Console window
appears with the Tip of the Day window over it.
2 On the Tip of the Day window click the Close button.
Minimizing and maximizing the Attendant Console window
You can minimize and maximize the Attendant Console window depending on your needs.
To minimize the Attendant Console window:
1 In the title bar click Minimize .
The Attendant Console window minimizes.
To maximize the Attendant Console window:
1 On the taskbar, click the Attendant Console taskbar button.
The Attendant Console window returns to full screen size.
Quitting the Client component
To quit the Client component:
1 On the File menu click Exit
or
on the title bar click the Close box.
A message appears asking if you want to quit Attendant Console.
2 Click the Yes button.
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You can also shut down the Client component from the Windows taskbar by right-clicking the
Attendant Console taskbar button and clicking the Close button.
Initializing and configuring the Client component
You must set up each PC that has the Client component installed to handle calls either as a
full-time main attendant, part-time main attendant, backup attendant, overflow attendant or
assistant attendant.
Starting the Client component for the first time
To start and set up the Client component:
1 On the taskbar, click Start, point to Programs, point to Attendant Console and click
Attendant.
The Client component starts. The first time the Client component starts after installation, the
Enter Attendant Options dialog box appears.
2 In the Attendant Extension box type the extension number of the attendant.
3 If the network has more than one Attendant Console Server running, you must enter the Server
ID for the Business Communications Manager base unit you want to use in the Server ID box.
The Server ID refers to the Windows TCP/IP host name of the Server PC. If you do not know
the Server ID, ask your System Administrator.
4 Click the OK button.
The Tip of the Day dialog box appears over the Attendant Console window.
5 Click the Close button to see the Attendant Console window (see Figure 1).
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Attendant Console User Guide
Figure 1 Attendant Console window
When the setup is complete, the Directory list displays the Business Communications Manager
extensions connected to the Business Communications Manager base unit.
Types of attendant setups
You must set up each PC that has the Client component installed to handle calls either as a main
attendant, overflow attendant, backup attendant or assistant attendant.
Full-time main attendant setup
The full-time main attendant setup is intended for a telephone operator that has the Attendant
window always visible on their PC. There can be more than one full-time attendant.
Every Client component must have the Server ID and Attendant extension options set for the
Client component to function. The Server ID indicates to the Client component where the Server
component is located. The Attendant extension setting indicates to the Client component which
telephone belongs to the attendant.
The Client component displays the incoming calls to the attendant’s telephone as a yellow Ringing
Loop button on the Attendant window. If the attendant’s telephone is programmed to receive all the
incoming calls for the company, (that is, as a main attendant), Attendant Console displays the calls.
Before the attendant can receive and make calls, you must set the attendant’s extension number
through the Client component. The extension must be a valid extension on the Business
Communications Manager system and must be the telephone at the attendant’s desk.
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To set or change the attendant’s extension number:
1 On the Tools menu click Options.
The Options dialog box appears with the Options tab open.
2 In the Attendant option, in the My Extension box, type the extension number of the
attendant’s telephone.
3 Click the OK button.
Part-time main attendant setup
The part-time main attendant can answer incoming calls and performs tasks on the PC such as
word processing.
The difference between the full-time main attendant setup and the part-time main attendant setup
is that the part-time setup has additional attendant options selected that allow notification of
incoming calls when the attendant component is minimized. Refer to “Full-time main attendant
setup” on page17 and “Setting up other attendant features” on pag e20.
Backup attendant setup
A backup attendant is an attendant position that receives calls that are redirected from another
attendant position. The backup attendant can at the same time operate as a main attendant, assistant
attendant, or any combination of the attendant types.
You must set up Each Attendant PC that is set up to receive incoming calls to redirect the calls to
the backup Attendant PC.
If the attendant needs to leave their position, they can activate the backup attendant position by
clicking the Out button on the Attendant window. The Out button diverts calls to the backup
attendant. After they click the Out button, the attendant can complete the calls currently in
progress on the Attendant window. New calls appear on the absent main attendant’s PC and the
backup attendant’s PC. Although the main attendant is out, the Client component can still process
calls, if required.
To set up the backup attendant:
1 On the Tools menu click Options.
The Options dialog box appears with the Options tab open.
2 In the Redirect calls to option in the Extension box, type the backup attendant’s extension
number.
Note: The system can redirect calls to another Attendant Console
attendant or any extension number in the company.
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Attendant Console User Guide
3 Click the OK button.
The main attendant can redirect their calls to the backup attendant by clicking the Out button. The
main attendant can click the In button to resume receiving calls at their PC.
Overflow attendant setup
An overflow attendant receives calls that are redirected from another attendant position where
there are more incoming calls than Loop buttons. For example, if a main attendant is already
handling six incoming calls, the next call is redirected to the overflow attendant until one of the
main attendant’s six Loop buttons is available.
The overflow attendant can also operate as a main attendant, an assistant attendant or any
combination of the attendant types.
After you set up an Attendant PC as the overflow, each Attendant PC that is set up to receive
incoming calls must be set up to redirect calls to the overflow Attendant PC whenever overflow
conditions exist. You must activate the overflow feature at each Attendant PC.
If all the Loop buttons are in use, the Loop overflow icon appears in the Attendant Status Bar and
the overflow call goes to the specified extension. For more information on the Loop overflow icon,
see “Status Bar” on page 25.
To set the overflow extension:
1 On the Tools menu, click Options.
The Options dialog box appears with the Options tab open.
2 In the Redirect calls to option, in the Extension box, type the overflow attendant’s extension
number.
3 Select Call overflow occurs to redirect calls when all of the main attendant’s Loop buttons are
busy with calls.
4 Click the OK button.
Assistant attendant setup
An assistant attendant provides call coverage for one or more extensions in the system. You can set
up an assistant attendant to monitor incoming calls to specific extensions. Set up an assistant
attendant if an employee wants an assistant attendant, such as an administrative assistant, to
answer the employees’ calls.
To set up an assistant attendant:
Note: The system can redirect calls to another Attendant Console
attendant or any extension number.
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1 On the Tools menu, click Options.
The Options dialog box appears with the Options tab open.
2 In the My extension box, type the assistant attendant’s extension.
3 Click the OK button.
To add or remove an assistant attendant’s assigned extensions:
1 On the Tools menu, click Options.
The Options dialog box appears with the Options tab open.
2 Click the Assigned tab.
To add an extension, click the extension you want in the All extensions box and click >> to
copy it to the Assigned extensions list.
To remove an extension from the Assigned extensions list, click the extension number in the
Assigned extensions list and click <<. To view an assistant attendant’s assigned extensions: 1 On the Tools menu, click Options. The Options dialog box appears with the Options tab open. 2 Click the Assigned tab. 3 After you view the extensions, click the OK button. Setting up other attendant features Call notification There are two ways Attendant Console can notify an attendant of incoming calls: • If an attendant keeps the Attendant Console window minimized and works on other tasks, they are notified of incoming calls with a Call Notification dialog box. The attendant can answer the call by clicking the Take button or they can ignore the call and let another attendant answer it. • If the Attendant Console window is not minimized, the attendant is notified of an incoming call by a Ringing Loop button. To activate call notification: 1 On the Tools menu click Options. The Options dialog box appears. 2 In the Pop “Call Notification” dialog box when list, select either check box: 21 Attendant Console User Guide Assigned extension rings - The attendant is notified of calls to the assigned extensions. or Nortel Norstar Meridian BCM450 My extension rings -The attendant is notified if their extension has an incoming call. If both check boxes are clear, the attendant is not notified of calls when the window is minimized. 3 Click the OK button. When an outside call arrives for an assigned extension, a Call Notification dialog box appears to inform the assistant attendant of the call. Internal calls from an extension to an assigned extension are not displayed on the assistant attendant’s window. Restoring the Attendant Console window Part-time attendants can have the Attendant Console window minimized or under another window. The attendant can restore the Attendant Console window from the taskbar by clicking the Attendant Console taskbar button. A quicker method is to set the Attendant Console window to restore automatically. The Client component can automatically restore the window when the attendant’s extension goes off-hook (“active”). To set the Attendant Console window to restore automatically: 1 On the Tools menu click Options. The Options dialog box appears with the Options tab open. 2 In the Restore minimized Attendant screen when option, click the Call Answered on Attendant extension check box. 3 Click the OK button. When an outside call arrives for an assigned extension, a Call Notification dialog box appears to inform the assistant attendant of the call. Internal calls from an extension to an assigned extension are not displayed on the assistant attendant’s window. Setting the Attendant Selected option The Selected tab lets the attendant view a selected subset of the full directory. This is useful if the attendant’s incoming calls are directed to a limited number of extensions. To display selected extensions in the Directory list of the Attendant Console window: 1 On the Tools menu click Options. The Options dialog box appears with the Options tab open. 2 Click the Selected tab. 3 To add an extension, click the extension you want in the All extensions list and click >> to
copy it to the Selected extensions list.
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To remove an extension from the Selected extensions list, click the extension number in the
Selected extensions list and click <<. 4 Click the OK button. Disabling Transfer options If your Business Communications Manager base unit is not connected to a Centrex switch or is not connected to Business Communications Manager Voice Messaging, you can disable the Link Transfer or VM Transfer buttons on the Attendant Console window. To disable the Transfer Options: 1 On the Tools menu click Options. The Options dialog box appears with the Options tab open. The Transfer Options are in the bottom right of the dialog box. 2 Select the Disable VM Transfer check box to disable the VM Transfer button or select the Disable Link Transfer check box to disable the Link Transfer button. If they are disabled the buttons appear dimmed on the Attendant Console window. You can re-enable the buttons by clearing the check mark from the appropriate check box. 23 Attendant Console User Guide Chapter 3 Using the Attendant Console window This section explains how to use the components of the Attendant Console window. Components of the Attendant Console window The Attendant Console window components are shown in Figure 2: Figure 2 Attendant Console window components title bar menu bar Loop buttons toolbar Caller Information Directory options Call processing area Status bar Directory list 24 P0936571 02 Title bar The title bar is at the top of the Attendant Console window. At the top right side are the Windows standard Minimize, Maximize and Close buttons. Menu bar The menu bar is under the title bar and contains the File, Edit, View, Tools, Transfer, Caller, Target, Attendant and Help menus. Use these menus to access Attendant functions. Toolbar The toolbar is below the menu bar and contains several buttons that provide quick and easy access to some Attendant Console functions. Loop buttons The Loop buttons on the left of the Attendant Console window are labeled F1 to F6. You use the Loop buttons to answer calls. Each Loop button can handle a single call. The Loop buttons have colors and words that represent call activities. For example, a yellow Loop button with the word Ringing represents an incoming call at the attendant’s extension. For information on how to hide or display the Loop buttons, except for those that indicate call activity, refer to “View menu” on page 26. Caller Information options The Caller Information options area is in the top center of the Attendant Console window and displays information about the caller that is stored in the Business Communications Manager base unit database. Call processing area Use the Target list box and the Call Processing buttons at the top right of the Attendant Console window to make and transfer calls. Directory list The Directory list is at the bottom of the Attendant Console window and contains the components shown in Table 3. 25 Attendant Console User Guide Table 3 Directory options Status Bar To display the Status Bar: 1 Click View and then click Status Bar. The Status Bar contains the components shown in Table 4. Table 4 Status bar components Using the menu bar The menu bar contains the menus on the Attendant Console window. Help tips appear in the Status bar at the bottom of the Attendant Console window if you move the mouse pointer over the commands in the menu. File menu The File menu contains: Directory list displays the Name, Extension, Notes and Department of extensions. From the directory list you can select a name and number to appear in the Target list box. The Directory list also shows the telephone status icon and the person status icon for extensions. Note and Status list boxes let you change the status of the employee and include a note for an extension. Find and Department boxes Show All and Edit buttons search for extensions and edit employee information and extension records. Displays the functions of the toolbar button when you point to it. The Loop Overflow icon appears if there are more calls waiting to be answered than available Loop buttons. Appears if the Num Lock key is on. Shows the date and time. Exit closes the Client component. 26 P0936571 02 Edit menu The Edit menu contains: View menu The View menu contains: Cut cuts selected text and moves it to the Clipboard. Copy copies a selection of text and moves it to the Clipboard. Paste inserts the Clipboard contents at the insertion point. Dial Paste dials the number in the Clipboard. The number can include special characters such as hyphen, parenthesis, space or period. Note: The Clipboard contents are added to any characters already in the Target list box. This lets you type a routing code in the Target list box and then click the Dial Paste button. Transfer Paste transfers a call to the number in the Clipboard. Caller Information opens the Edit Caller Information dialog box. The Edit button in the Caller Information list performs the same function. Refer to “The Edit Caller Information dialog box” on page 34 and “Maintaining caller information” on page 59. Employee Information opens the Edit Employee Information dialog box. The Edit button in the Directory list performs the same function. Refer to “The Edit Employee Information dialog box” on page 38 and “Maintaining employee information” on page 62. Toolbar shows or hides the toolbar. Status Bar shows or hides the Status Bar. Hide Loop Buttons shows or hides the inactive Loop buttons. When selected, only the active Loop buttons appear on the Attendant window. 27 Attendant Console User Guide Tools menu The Tools menu contains: Transfer menu The Transfer menu contains: Reports starts the Reports component. Attendant Monitor opens the Attendant Monitor dialog box that displays diagnostic Nortel Norstar Meridian BCM450 information sent by the Client component and received back from the Server component. The Attendant Monitor helps in troubleshooting. Log to File writes Client component activity and Server messaging to a log file. This is used for troubleshooting. Options opens the Options dialog box, which has three tabs: • the Options tab: lets you specify the Server ID, enter the Attendant extension, set the conditions for making the Attendant Console Attendant window appear, and set call redirection. • The Assigned tab: lets you choose extensions to appear in the Directory List’s Assigned tab. • The Selected tab: lets you select which extensions appear in the Directory List’s Selected tab. For more information, refer to “Using the Directory options” on page 37. 1st Contact transfers the active call to the caller’s first contact. 1st Contact is enabled if there is an active call and a contact in the first box of the Contacts list. 2nd Contact transfers the active call to the caller’s second contact. 2nd Contact is enabled if there is an active call and a contact in the second box of the Contacts list. 28 Nortel Norstar Meridian BCM 450 P0936571 02 Caller menu The Caller menu contains: 3rd Contact transfers the active call to the caller’s third contact. 3rd Contact is enabled if there is an active call and a contact in the third box of the Contacts list. Transfer to Target transfers the active call to the extension in the Target list box. The Transfer button performs the same function. Screen Transfer screens a call transfer of an active call to the extension number Nortel Norstar Meridian BCM 450 in the Target list box. The caller is put on hold when you click Screen Transfer. The caller is connected when you click Transfer Now in the Screen Transfer dialog box. The Screen button performs the same function. Refer to “Parking, holding and screening calls” on page 48. Transfer to VMail transfers the active call to the voice message mailbox of the extension in the Target list box. The VMTransfer button performs the same function. Answer Next answers the next call in the queue. Hold places an active call on hold. The Hold button performs the same function. Refer to “Parking, holding and screening calls” on page 48. Release disconnects the active call. The Release button performs the same function. Park parks the active call so you can page the person whose extension is in the Target list box. A list of all parked calls appears in the Parked Calls dialog box when you click View Parked Calls on the Caller menu. You can retrieve the call from the View Parked Calls dialog box by pressing the Retrieve button. For more information on viewing parked calls, refer to “Parking, holding and screening calls” on page 48. The Park/ Page button performs the same function. Join Caller connects two callers by joining the active call with the call on hold. Refer to “Linking and Joining calls” on page 52. View Parked Calls opens the Parked Calls dialog box, which displays calls parked by all attendants. A call can be retrieved by any attendant or from any telephone on the Business Communications Manager base unit. For more information, refer to “Linking and Joining calls” on page52 . 29 Attendant Console User Guide Target menu The Target menu contains: Attendant menu The Attendant menu contains: Help menu Call initiates a call from the attendant extension to the number in the Target list box. The Call button performs the same function. Voice Call places a voice call from the Attendant to the extension in the Target list box. For more information, refer to “Contacting employees using Voice Call” on page 51. Dial DTMF Tones dials DTMF-tone digits to the external number in the Target list box. This must be used in conjunction with the Link button and with outdialing on an active line to access other systems or carriers (for example, Centrex). Link accesses (hookflash) Centrex or CO line features (such as off-premise transfer or conference) or other systems or carriers while on an incoming call. Click the Link button while on an incoming call to place the caller on hold and generate a Link signal (also called flash or recall) on the active line. The DTMF button is used with the Link button to outdial the digits in the Target list box. For more information, refer to “Linking and Joining calls” on page 52. In toggles with the Out command. When set to In, the attendant is taking calls. Out toggles with the In command. When set to Out, the attendant is not taking calls. Calls that ring at the attendant’s telephone are forwarded to the backup attendant position. Note: To redirect calls to a backup extension, on the Tools menu click Options. Set redirect options in the Options dialog box. 30 Nortel Norstar Meridian BCM 450 P0936571 02 The Help menu contains: Using keyboard shortcuts You can use the keyboard to do many tasks quickly in Attendant Console. There are three kinds of keyboard shortcuts. The first two are standard to Windows. The third shortcut is unique to Attendant Console. The keyboard shortcuts are: • Access keys, which are the letters underlined in menu names and commands. For more information, refer to “Access keys” on page 30. • Shortcut keys defined on the menus. For more information, refer to “Shortcut keys defined on the menus” on page 30. • Shortcuts initiated by pressing the Alt key and another key. For more information, refer to “Shortcuts initiated by pressing the Alt key and another key” on pag e31. Access keys In Attendant Console, each menu name and each command in the menu has an underlined letter called an access key. To use the Access keys: 1 Press the Alt key. This gives you access to the menu names in the menu bar. 2 Press the Access key for the menu name. For example, to open the Edit menu, press Alt and then E. 3 Press the Access key for the desired command. For example, to select Caller Information from the Edit menu, press I and the Edit Caller Information dialog box appears. Shortcut keys defined on the menus Shortcut key combinations are shown beside some menu commands. When you use the Ctrl key and another key, press Ctrl key while you press the other key. The additional shortcut keys are shown in Table 5 to Table 7. Tip of the Day shows or hides the Tip of the Day dialog box when Attendant starts. Nortel Norstar Meridian BCM 450 Attendant Help displays Help files. About Attendant displays program information, revision number, copyright information, and system information. 31 Attendant Console User Guide Table 5 Edit Menu shortcut keys Table 6 Transfer Menu shortcut keys: Table 7 Caller Menu shortcut keys Shortcuts initiated by pressing the Alt key and another key You can access Call handling functions directly from the Attendant window by pressing the Alt key and the underlined keys in the commands. You must press the Alt key while you press other key. For example, to place an active call on Hold, press the Alt key and press H. Using right-click capability Right-click capability lets you process calls faster by minimizing mouse movement. You can use right-click capability to: • originate a call • transfer a call • screened transfer • transfer a call to voice message mailbox • link transfer • park a call and page an employee • camp a call on an extension To use right-click capability: 1 Click a name or extension in the Directory list and right-click (see Figure 3). A list of call processing commands appears. 2 Click one of the call processing commands. Cut Ctrl+X Copy Ctrl+C Nortel Norstar Meridian BCM 450 Paste Ctrl+V Dial Paste Ctrl+D Transfer Paste Ctrl+T 1st Contact F9 2nd Contact F10 3rd Contact F11 Transfer to Target Num Pad+ Screen Transfer Ctrl Num Pad+ Answer Next Esc Hold Ctrl+H Release F12 32 Nortel Norstar Meridian BCM450 P0936571 02 Figure 3 Right-click capability Using the toolbar The toolbar contains several buttons that provide quick and easy access to some of the Attendant Console functions. To display the toolbar: 1 Click the View menu and then click Toolbar. The toolbar is displayed across the top of the Attendant window below the menu bar. The toolbar buttons are: Use the In and Out buttons to indicate whether or not you can take calls. Use the Link button to access Centrex or CO line features (such as off-premise transfer or conference) or other systems or carriers while on an outside call. For more information, refer to “Linking and Joining calls” on page 52. Use the DTMF button to dial DTMF-tone digits to the external number in the Target list box. This must be used with the Link button and with outdialing on an active line to access other systems or carriers such as Centrex. This button also sends special characters (such as * and #) from the Target list box to other services such as Interactive Voice Response (IVR) and Business Communications Manager messaging services. 33 Nortel Norstar Meridian BCM 450 Attendant Console User Guide Words and colors on Loop buttons: Using Caller Information options Caller Information options are in the top center of the Attendant Console window. When you answer a call, the Caller Information options show information about the caller. Use the Join button to connect two callers by joining the active call with the call that is on hold at the Attendant Console. Refer to “Linking and Joining calls” on page 52. Use the View Parked button to display the Parked dialog box, which lists parked calls. Calls can be parked and retrieved from any telephone connected to your Business Communications Manager base unit. Refer to “Parking calls and paging employees” on page48 . Use the Voice Call to initiate a call from the attendant’s telephone to the speaker of another telephone without causing the telephone to ring. Refer to “Parking calls and paging employees” on page48 . Six Loop buttons, labeled F1 to F6, are used to answer calls. Each Loop button represents call. The color of the Loop button and the word that appears shows the type of call activity occurring. You can display or hide Loop buttons. On the View menu click Hide Loop Buttons. When a check mark appears, only active Loop buttons appear. When Hide Loop Buttons is not selected, all the Loop buttons appear. Nortel Norstar Meridian BCM450 A yellow Loop button with the word Ringing appears when an incoming call rings at the attendant’s extension. A green Loop button with the word Active appears when a call is answered by the attendant. Only one Loop button is active at one time. A blue Loop button with the words On Hold appears when a call is on hold at the attendant’s extension. An orange Loop button with the word Callback appears when a call returns to the attendant from the Target extension. A red Loop button with the word Ringing appears when a call rings at an Assigned extension. Nortel Norstar Meridian BCM 450 Grey Loop buttons appear when the Loop button is inactive and when Hide Loop Buttons is not selected. 34 P0936571 02 Caller Information options include: • Name, Caller Type list boxes (Unclassified, Personal, Employee, Vendor, or Customer), Company and Note boxes • Contacts boxes that display the three numbers the caller most frequently calls in your company The following buttons appear in the Caller Information options: The Edit Caller Information dialog box Use the Edit Caller Information dialog box to change or add information about callers. To access the Edit Caller Information dialog box: opens the Edit Caller Information dialog box. Refer to “Maintaining caller information” on page 59. places the active call on Hold. disconnects the active call. places the active call in park and opens the Page dialog box so that you can page the person whose extension is in the Target list box. Refer to “Parking calls and paging employees” on page 48. 35 Attendant Console User Guide 1 Below the Caller Information options, click the Edit button. The Edit Caller Information dialog box appears. The Edit Caller Information dialog box contains the following boxes: The following buttons appear in the Edit Caller Information dialog box: Name contains the caller’s name. A first time caller name is the Caller ID name provided by the telephone company. You can change this Caller ID name to the caller’s name. Caller Type contains the classification of the caller. There are five types: Unclassified, Personal, Employee, Vendor and Customer. Company contains the name of the company associated with the caller. The Caller ID name automatically appears in this box. You can edit the name here or in the Caller Information options. Phone contains the telephone number of the caller. City, State/Province, and ZIP/Postal Code contains the caller’s address. Caller ID Name and Caller ID Number contains information provided through subscription by the public switched telephone network. Record Number contains a unique caller record identifier number. You cannot change the information in this box. Contacts lists the caller’s three most frequently called persons in your company. saves the caller record displayed in the boxes of the Edit Caller Information dialog box to the database. closes the Edit Caller Information dialog box without saving the changes to the record. 36 P0936571 02 Using the call processing area The call processing area is at the top right of the Attendant window and includes: • the Target list box • the Transfer, Page, VMTransfer, Screen, Call, Camp On and Link Transfer buttons. Nortel Norstar Meridian BCM 450 The following buttons are in the call processing area: opens the Find dialog box in the Edit Caller Information dialog box. creates a blank caller record that you can add information to. creates a new name caller record using an existing caller record. All boxes except the Name box contain the existing caller information. You must enter a new name. deletes caller record displayed in the Edit Caller Information dialog box from the database. Use the Target list box to enter the extension or telephone number to call. transfers the active call to the extension number in the Target list box. Nortel Norstar Meridian BCM450 37 Attendant Console User Guide Using the Directory options The Directory options are at the bottom of the Attendant Console window. They contains tabbed directories that show views of the extensions on the Business Communications Manager telephone system. The Directory options also contain buttons and boxes for searching and editing extension and employee information. Search and edit functions in the Directory options The buttons and boxes in the Directory options are used to search for and edit employee information that appears in the Directory list:. screens a call transfer of an active call to the extension number in the Target list box. Click the Screen button and the caller is put on hold. The caller is connected to the Target extension when you click Transfer Now in the Screen Transfer dialog box. opens the Page dialog box. makes a call from the attendant’s extension to the number in the Target list box. transfers the active call to the voice message mailbox of the extension in the Target list box so the caller can leave a message. places a call on hold at the target extension. accesses Centrex or CO line features (such as off-premise transfer or conference) or other systems or carriers while on an outside call. It is also used to tone dial the digits in the Target list box. Nortel Norstar Meridian BCM450 indicates the status of the employee. When you select a category from the list box, a corresponding icon appears in the first column of the Directory list. The available category are: None, Not at Desk and Out of Office. used to enter information about individual employees. changes the caller or Caller ID record to an employee record if an employee calls in from outside. This prevents an employee name from appearing in the caller record related to the Caller ID name or number. 38 P0936571 02 The Edit Employee Information dialog box This dialog box appears when you click the Edit button in the Directory option. Use the Edit Employee dialog box to change or add information about employees. For further information, refer to “Maintaining employee information” on page 62. finds names of individual employees or groups of employees by department. The Find box finds employee by name. The Department box finds employees by department. Type the first few letters of the name in the Find box and click the Find button. Names that start with the letters appear in the Directory list. To search by department, select a department from the Department list box and then click the Find button. Employees in the selected department appear in the Directory list. resets the Full tab Directory view to display all names and extensions. opens the Edit Employee Information dialog box. If you select a name or extension in the Directory list, information about to that name or extension appears in the dialog box. If you do not select a name or extension, the Edit Employee Information dialog box is empty. You can also access the Edit Employee Information window by clicking the Edit menu and clicking Employee Information. Refer to “The Edit Employee Information dialog box” on page 38 and “Maintaining employee information” on page 62. 39 Attendant Console User Guide The Edit Employee Information dialog box contains the following boxes that you can edit, unless indicated otherwise: The following buttons appear in the Edit Employee Information dialog box: Name contains the employee’s name or the extension number if a name is not entered. Type contains the classification of the employee record. “Employee” is the default. Nortel Norstar Meridian BCM450 Department contains the employee’s department name. Phone contains the employee’s telephone number. You cannot edit this box. City contains the employee’s city. State/Province displays the state or province of the employee. ZIP/Postal Code displays the ZIP code or Postal Code of the employee. Assistant Extension displays the extension of the person who handles calls for the extension when the employee cannot. Record Number displays a unique record identifier number. You cannot edit this box. Voice Mail displays the voice message mailbox extension of the employee. You cannot edit this box. Contacts lists the employee’s three most frequently called persons or extensions in the Company. saves the employee information displayed to the database. closes the window without saving the record. opens the Find dialog box in the Edit Employee Information dialog box. Refer to “Maintaining employee information” on page 62. creates a new name for the extension and does not change the other boxes. 40 P0936571 02 Directory list Directory list tab views There are four Directory list views that are accessed by clicking tabs. They are:. Directory list employee and extension information Each Directory list tab view shows the following employee and extension information.. Full displays extensions connected to the Business Communications Manager base unit, including wireless Companion telephones, Business Communications Manager Voice Messaging extensions and Hunt group extensions. This view displays the maximum amount of extension and employee information allowed in the Directory list. Nortel Norstar Meridian BCM450 BLF displays extensions connected to the Business Communications Manager base unit, including wireless Companion telephones, Business Communications Manager Voice Messaging extensions and Hunt group extensions. This view displays only the person status icon, telephone status icon and employee name. This allows more extensions to be displayed at once. Assigned displays specific extensions for which an assistant attendant is responsible. Like the Full tab view, the Assigned tab view displays the maximum amount of extension and employee information allowed in the Directory list. Extensions are assigned or removed from the Assigned tab view in the Options dialog box. Refer to “Assistant attendant setup” on page 19. Selected displays a subset of the Full tab extensions. The Selected tab view displays the maximum amount of extension and employee information allowed in the Directory list. Selected extensions are useful if the attendant directs incoming calls to a limited number of extensions and wants to display only those extensions. Extensions are added or removed from the Selected tab in the Options dialog box. Note: The first two columns are not labeled and contain only icons, not text person status icon This is the leftmost column in the Directory list views and does not have a column heading. It can contain an icon or be blank. The person status icon shows the location of the employee. Refer to “Search and edit functions in the Directory options” on page 37. 41 Attendant Console User Guide Nortel Norstar Meridian BCM 450 Business Telephone Systems is known throughout the world as a leader in communication services, including Voice over IP. With a business phone system from Nortel, your company will be able to take advantage of Nortel's years of experience as an innovator in the communication technology field.An effective and reliable communication system is vital to the success of your business. Without a reliable phone system, you may be prone to missing or dropping calls from customers, which could lead to a dramatic loss in revenue. Also, an ineffective communication system with fellow employees can lead to decreased productivity and efficiency. In either case, an unreliable phone system could dramatically affect your bottom line. By using Nortel phones, you will be able to avoid all of these problems. Trying to fix a faulty phone system can take up much of your valuable time - time which you should be spending doing the work you are supposed to be doing. With Nortel phones, customer service and employee efficiency will be maximized. To find the Nortel phone system that will best suit your business, browse through our inventory of Nortel Phones.Nortel M7208 Telephone (model NT8B30)Nortel M7310 Telephone (model NT8B20)Nortel M7324 Telephone (model NT8B40)Nortel Networks T7208 Telephone (model NT8B26)Nortel Networks T7316 Telephone (model NT8B27A)Nortel Networks T7316E Telephone (model NT8B27JA)

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