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1-800 -4 NORTEL www.nortelnetwo rks.com © 1999 Nortel Network s P0908 544 Iss ue 01 Enterprise Edge Attendant Console User Guid e.
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P0908544 Is sue 01 Enterprise Edge Attendant Co nsole User Guide Contents Chapter 1 Introduction to Enterprise Edge Attendant Console 7 About this guide 8 Conventions 8 Naming of window components 8 U.
4 Contents Enterprise Edge Attendant C onsole User Guide P0908544 Is sue 01 Using the menu bar 28 File menu 28 Edit menu 28 View menu 29 Tools menu 29 Transfer menu 30 Caller menu 31 Target menu 32 At.
Contents 5 P0908544 Is sue 01 Enterprise Edge Attendant Co nsole User Guide Chapter 6 Maintaining caller and em ployee information 63 Maintainin g caller informati on 63 Creati ng a new call er record.
6 Contents Enterprise Edge Attendant C onsole User Guide P0908544 Is sue 01.
P0908544 Is sue 01 Enterprise Edge Attendant Co nsole User Guide Introduction to Enterprise Edge Attendant Console Enterprise Edge Attendant Console is an application that provides centralized call management and c all activity reporti ng capability t o a business.
8 Introduction to Ente rprise Edge Attend ant Console Enterprise Edge Attendant C onsole User Guide P0908544 Is sue 01 About this guide This document describes how Enterprise Edge Enterprise Edge Attenda nt Console works and how to use it in your company.
Introduction to Enterprise Edge Attendant Console 9 P0908544 Is sue 01 Enterprise Edge Attendant Co nsole User Guide Access keys In Enterprise Edge Attendant Console, each menu name and each c ommand in the menu has an underlined letter called an Acce ss key.
10 Introduction to Ente rprise Edge Attendant Console Enterprise Edge Attendant C onsole User Guide P0908544 Is sue 01 Processing a call with right-click ca pability Right-click capabi lity helps you process calls faster by minimizi ng mouse movement.
P0908544 Is sue 01 Enterprise Edge Attendant Co nsole User Guide Understanding E nterprise Ed ge Attendant Console Enterprise Edge Attendant Console is a client/Enterprise Edge server software application tha t consists of th e following three interre lated components : • Server component.
12 Understanding Enterprise Edge Attendant Console Enterprise Edge Attendant C onsole User Guide P0908544 Is sue 01 Repor ts component The Reports component provides information about incoming calls to your company. Reports can help you identify trends and find answers to questions before they become problems.
Understanding Enterprise Edge Attendant Console 13 P0908544 Is sue 01 Enterprise Edge Attendant Co nsole User Guide Attract iveness of PC compat ibility Enterprise Edge Attendant Console combines telecommunications with personal computing to make the attendant’s job easier, faster and more efficient.
14 Understanding Enterprise Edge Attendant Console Enterprise Edge Attendant C onsole User Guide P0908544 Is sue 01.
P0908544 Is sue 01 Enterprise Edge Attendant Co nsole User Guide Getting star ted After your Enterprise Edge Attendant Console system is set up and checked by the installer or System Administrator, you can use the Enterprise Edge Attendant Console components.
16 Getting started Enterprise Edge Attendant C onsole User Guide P0908544 Is sue 01 Quitting the Attendant com ponent To quit the Attendant 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 Enterprise Edge Attendant Console.
Getting started 17 P0908544 Is sue 01 Enterprise Edge Attendant Co nsole User Guide 5. Click the Clos e button to s ee the Enterprise Edge Attendant Console Attendant window. When the setup is complete, the Directory list displays the Enterprise Edge extensions connected to the Enterprise Edge ser ver.
18 Getting started Enterprise Edge Attendant C onsole User Guide P0908544 Is sue 01 The Attendant component displays all incoming calls to the attendant’s telephone as a yellow Ringing Loop button on the Attendant window.
Getting started 19 P0908544 Is sue 01 Enterprise Edge Attendant Co nsole User Guide To set up the backup attendant: 1. On the T o ols menu click Options . The Options dialog box appears with the Options tab open. 1. In the Re direct calls to option in the Extension box, type the backup attendant’ s extension number .
20 Getting started Enterprise Edge Attendant C onsole User Guide P0908544 Is sue 01 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 monito r incoming calls to specific extensions.
Getting started 21 P0908544 Is sue 01 Enterprise Edge Attendant Co nsole User Guide Setting up other attendant features Call notification There are two ways Enter prise Edge Attendant Console can noti.
22 Getting started Enterprise Edge Attendant C onsole User Guide P0908544 Is sue 01 Automatically restoring the Attendant window when a call comes in Part-time attendants can have the Attendant window minimized or under another window.
Getting started 23 P0908544 Is sue 01 Enterprise Edge Attendant Co nsole User Guide Setting Transfer options for the voice message m ailbox and linking If your Enterprise Edge server is not connected .
24 Getting started Enterprise Edge Attendant C onsole User Guide P0908544 Is sue 01.
P0908544 Is sue 01 Enterprise Edge Attendant Co nsole User Guide Using the Attendant window This section explains how to use the buttons and options on the Enterprise Edge Attendant Console Attendant window with the mouse and the keyboard.
26 Using the Attendant window Enterprise Edge Attendant C onsole User Guide P0908544 Is sue 01 Menu bar The menu bar is under the title bar and conta ins the File, Edit, View, Tools, Transfer, Caller, Target, A ttendant and Help menus. Use these menus to access Attendant functions.
Using the Attendant window 27 P0908544 Is sue 01 Enterprise Edge Attendant Co nsole User Guide Directory list The Directory list is at the bottom of the Attendant window and has three sections: Status Ba r To display the Status Bar: 1. Click Vi e w and then click Status Bar .
28 Using the Attendant window Enterprise Edge Attendant C onsole User Guide P0908544 Is sue 01 Using the menu bar The menu bar contains the menus on the Enterprise Edge Attenda nt Console Attendant window. Help tips appear in the Status bar at the bottom of the Attendant window if you move the mouse pointer over the commands in the menu.
Using the Attendant window 29 P0908544 Is sue 01 Enterprise Edge Attendant Co nsole User Guide View menu The View menu contains: Tools menu The Tools menu contains: Toolbar shows/hides the toolbar. Status Bar shows/hides the Status Bar. Hide Loop Buttons shows/hides the inactive Loop buttons.
30 Using the Attendant window Enterprise Edge Attendant C onsole User Guide P0908544 Is sue 01 Transfer menu The Transfer menu contains: 1st Contact transfers the active call to the caller’s first contact. 1st Contact is enabled if there is an ac tive call an d a conta ct displayed in the first box of the Contacts list.
Using the Attendant window 31 P0908544 Is sue 01 Enterprise Edge Attendant Co nsole User Guide Caller menu The Caller menu contains: Answer Next answers the next call in the queue. Hold places an active call on ho ld. The Hold button performs th e same function.
32 Using the Attendant window Enterprise Edge Attendant C onsole User Guide P0908544 Is sue 01 Target menu The Target menu contains: Attendant m enu The Attendant menu contains: Call initiates a call from the attendan t extension to the number in the Target list box.
Using the Attendant window 33 P0908544 Is sue 01 Enterprise Edge Attendant Co nsole User Guide Help menu The Help menu contains: Using the toolbar The toolbar contains several buttons that provide quick and easy access to some of the Enterprise Edge Attendant Console functions.
34 Using the Attendant window Enterprise Edge Attendant C onsole User Guide P0908544 Is sue 01 Words and colors on Loop buttons: Use the View P arked button to display the Parked di alog box, wh ich lists any p arked calls. Calls can be parke d and retrieved from any Enterprise Ed ge telephone connected to your Ente rprise Edg e server.
Using the Attendant window 35 P0908544 Is sue 01 Enterprise Edge Attendant Co nsole User Guide Using Caller Information options Caller Information o ptions are in the top, center of the Attendant window. Caller Information options contain information about the caller that appears in the boxes when you answer a call.
36 Using the Attendant window Enterprise Edge Attendant C onsole User Guide P0908544 Is sue 01 The Edit Caller Information dialog box Use the Edit Caller Information dialog box to change or add information about caller s. To access the Edit Caller Information dialog box: 1.
Using the Attendant window 37 P0908544 Is sue 01 Enterprise Edge Attendant Co nsole User Guide The following buttons appear in the Edit Caller Information dialog box: Using the call proc ess ing area .
38 Using the Attendant window Enterprise Edge Attendant C onsole User Guide P0908544 Is sue 01 The following buttons are in the call processing area: Using the Director y options The Directory options are at the bottom of the Attendant window.
Using the Attendant window 39 P0908544 Is sue 01 Enterprise Edge Attendant Co nsole User Guide changes the c aller/Calle r ID record to an employee record if an employee calls in from outside. This prevents an employee na me from appeari ng in the cal ler record r elated to the Caller ID na me/number.
40 Using the Attendant window Enterprise Edge Attendant C onsole User Guide P0908544 Is sue 01 The Edit Employee Information dialo g box This dialog box appears when you click the Edit button in the Directory option. Use the Edit Employee dialog box to cha nge or add information about employees.
Using the Attendant window 41 P0908544 Is sue 01 Enterprise Edge Attendant Co nsole User Guide The following buttons appear in the Edit Employee Information dialog box: Directory list Directory list tab views There are four D irectory list views that are accessed by clicking tabs.
42 Using the Attendant window Enterprise Edge Attendant C onsole User Guide P0908544 Is sue 01 Directory list employee and extension information Each one of the Directory list tab views contains the following types of employee and extension information.
Using the Attendant window 43 P0908544 Is sue 01 Enterprise Edge Attendant Co nsole User Guide The remainder of t he columns in the Directory list ar e labeled as follows: Sorting information in the Directory list tabs Extension and employee information contained in the Directory list tabs can be sorted in different ways.
44 Using the Attendant window Enterprise Edge Attendant C onsole User Guide P0908544 Is sue 01.
P0908544 Is sue 01 Enterprise Edge Attendant Co nsole User Guide Handling calls With Enterprise Edge Attendant Console, you can manage calls using either your PC’s mouse or the keyboard. When a call comes in, you can r espond to the caller using either the telephone or a headset.
46 Handling calls Enterprise Edge Attendant C onsole User Guide P0908544 Is sue 01 A new incoming call appears as yellow Loop but ton that displays the word Ringing.
Handling calls 47 P0908544 Is sue 01 Enterprise Edge Attendant Co nsole User Guide 2. Answer the call with your company greeting and determine from the c aller to whom they wish to speak. If you are answering a call from this number or company for the first time, you can enter caller information.
48 Handling calls Enterprise Edge Attendant C onsole User Guide P0908544 Is sue 01 Using the Directory tab views The tab views in the Directory dialog box contains various views of extensions. To search by Extension or Name: 1. Click the Full , BLF , Assigned or Sele cted tab.
Handling calls 49 P0908544 Is sue 01 Enterprise Edge Attendant Co nsole User Guide Using the Department list box You can search for a name by de partment from the Full tab using the Department list box. To search by department: 1. Click the arrow of the Departme nt list box.
50 Handling calls Enterprise Edge Attendant C onsole User Guide P0908544 Is sue 01 To transfer using the Contacts box: 1. Double-click the telephone status icon to the right of the Contact s box. The call tran sfers to the displa yed extension. To transfer using the Target list box: 1.
Handling calls 51 P0908544 Is sue 01 Enterprise Edge Attendant Co nsole User Guide To transfer a call to an outside number: 1. W ith an active incoming call on Enterprise Edge Attendant Console, in the Ta r g e t list box type an outside telephone number .
52 Handling calls Enterprise Edge Attendant C onsole User Guide P0908544 Is sue 01 . 3. Click a call in the Parked calls list and then click the appropriate zone in the Page zones list. 4. Click the Page button. The Console Message box appears and the speakers on the tele phones in the selected zone emit a low- level audible tone.
Handling calls 53 P0908544 Is sue 01 Enterprise Edge Attendant Co nsole User Guide To retrieve a parked c all: 1. On the Caller menu, click V iew Parked Calls. The Parked C alls dialog box appears. 2. In the Parked C alls list clic k the parked call. 3.
54 Handling calls Enterprise Edge Attendant C onsole User Guide P0908544 Is sue 01 Placing and retrieving calls o n hold Calls can be placed on Hold and retrieved quickly. To put an incoming call on hold: 1. Click the Ringing Loop button. 2. Click the Hold button or click another Ringing Loop button.
Handling calls 55 P0908544 Is sue 01 Enterprise Edge Attendant Co nsole User Guide Screening calls You can screen calls by talking with the employee and asking whether they want to talk to the c aller. To screen/transfe r a call: 1. Click the Screen button.
56 Handling calls Enterprise Edge Attendant C onsole User Guide P0908544 Is sue 01 Linking and Joi ning calls Using Enterprise Edge Attendant Console, you can link calls to create conference calls or have callers join existing calls to also cre ate conference calls.
Handling calls 57 P0908544 Is sue 01 Enterprise Edge Attendant Co nsole User Guide Handling a callback call There are two types of calls that return to Enterprise Edge Attendant Console: • a call th.
58 Handling calls Enterprise Edge Attendant C onsole User Guide P0908544 Is sue 01 To respond to a Callback call that a called party returned: 1. Click the Callback button. The Caller Information list box shows the information originally displayed. 2.
Handling calls 59 P0908544 Is sue 01 Enterprise Edge Attendant Co nsole User Guide Making a call from the attendant’ s extension As the attendant, you can call any extension in the company and any outside number.
60 Handling calls Enterprise Edge Attendant C onsole User Guide P0908544 Is sue 01 Managing calls at the employee’ s telephone Enterprise Edge Attendant Console has features that let employees manage the ir calls from their telephones.
Handling calls 61 P0908544 Is sue 01 Enterprise Edge Attendant Co nsole User Guide To send the caller to Enterprise Edge Voice Messaging: 1. Press the VM display button on the telephone. The call automatically transfers to the called person’s voice message mailbox.
62 Handling calls Enterprise Edge Attendant C onsole User Guide P0908544 Is sue 01.
P0908544 Is sue 01 Enterprise Edge Attendant Co nsole User Guide Maintaining caller and employee infor mation Enterprise Edge Attendant Console manages both c aller and employee information.
64 Maintaining caller and employee information Enterprise Edge Attendant C onsole User Guide P0908544 Is sue 01 To create a new caller r ecord from an active ca ll: 1. Click the Ringing Loop button to answer the incoming c all. Information in the database about the caller appear s in the Caller Information list box on the Attendant window .
Maintaining caller and employee infor mation 65 P0908544 Is sue 01 Enterprise Edge Attendant Co nsole User Guide • transferring the call to Enterprise Edge Vo ice Messaging. Refer to Transf erring a call on page 49. • parking the call and paging the called party .
66 Maintaining caller and employee information Enterprise Edge Attendant C onsole User Guide P0908544 Is sue 01 3. In the Nam e box type the name of another caller from the same c ompany and click the OK but ton. 4. Click N ew Name and the Name box is cleared.
Maintaining caller and employee information 67 P0908544 Is sue 01 Enterprise Edge Attendant Co nsole User Guide To edit a calle r’s record: 1. Make sur e the caller name you want to edit appears in the Edit Caller Information dialog box. Click the box you want to edit and make the change.
68 Maintaining caller and employee information Enterprise Edge Attendant C onsole User Guide P0908544 Is sue 01 Working with the Directory list Information in the Directory list appears in ascen ding o rder (for example, 1 to 9 or A to Z), and sorting is based on t he contents of only one column at a time.
Maintaining caller and employee information 69 P0908544 Is sue 01 Enterprise Edge Attendant Co nsole User Guide To search by name: 1. In the Attendant window , in the Directory options, click the Edit but ton. The Edit Employee Information dialog box appears.
70 Maintaining caller and employee information Enterprise Edge Attendant C onsole User Guide P0908544 Is sue 01 To search for an individual in a department: 1. From the Depa rtment box select a department. 2. In the Find box type the person’s name. 3.
Maintaining caller and employee information 71 P0908544 Is sue 01 Enterprise Edge Attendant Co nsole User Guide To change the Person status of an extension: 1. In any of the Directory views (Full, BLF , Assigned or Selected), click the extension. 2. From the Stat us list box select None , Not at desk or Out of office .
72 Maintaining caller and employee information Enterprise Edge Attendant C onsole User Guide P0908544 Is sue 01 Adding notes to employee records You can add a note to an employee record by selecting a note from a list or typi ng a personal note. The note appear s in the Notes column under Directory in the Attendant window.
Maintaining caller and employee information 73 P0908544 Is sue 01 Enterprise Edge Attendant Co nsole User Guide To save employee edit changes: 1. In the Edit Employee Information dialog box click the Save button.
74 Maintaining caller and employee information Enterprise Edge Attendant C onsole User Guide P0908544 Is sue 01.
P0908544 Is sue 01 Enterprise Edge Attendant Co nsole User Guide Generating repor ts Enterprise Edge Attendant Console a utomatically c ollects inform ation about incoming calls and tracks how calls are processed. Use the information from the Reports component to help spot trends and prevent problems.
76 Generating reports Enterprise Edge Attendant C onsole User Guide P0908544 Is sue 01 Extension Director y report The Extension Director y report lists the employees who are in the Enterprise Edge Attendant Console database and the information in their call record.
Generating reports 77 P0908544 Is sue 01 Enterprise Edge Attendant Co nsole User Guide Period list box Note: The Period list box is active if: • you select a valid database and • you select a Report Type requires you to define a Report Period.
78 Generating reports Enterprise Edge Attendant C onsole User Guide P0908544 Is sue 01 Employees and Customer s options Use these options to define customers or employees to generate a report for.
Generating reports 79 P0908544 Is sue 01 Enterprise Edge Attendant Co nsole User Guide Creating and vi ewing repor ts Use the Reports component to ge nerate quality reports for a nalyzing telephone use at your organization.
80 Generating reports Enterprise Edge Attendant C onsole User Guide P0908544 Is sue 01 Selec ting a re port typ e After you load a database, dec ide what type of report to produce. To select a report type: 1. From the Report Type list box select your report.
Generating reports 81 P0908544 Is sue 01 Enterprise Edge Attendant Co nsole User Guide To specify a report of one week: 1. Click the One W eek button. The One We e k dialog box appears. 2. In the month list box, choose the month that the desired week starts or ends.
82 Generating reports Enterprise Edge Attendant C onsole User Guide P0908544 Is sue 01 Selecting employees and customers for the repo rt Some report types, especially those that deal with call data, allow you to ch oose sets of employees, customers, or both, for which the data is summarized in the report.
Generating reports 83 P0908544 Is sue 01 Enterprise Edge Attendant Co nsole User Guide Create Report b utton When all the data needed to create a report is provided in the other report controls, the Create Report button is available. To create a report: 1.
84 Generating reports Enterprise Edge Attendant C onsole User Guide P0908544 Is sue 01 Printi ng a repor t When a report is in the Report Viewing area, the Print button becomes available. To print a report: 1. Click the Print button. The report prints to the default printer .
P0908544 Is sue 01 Enterprise Edge Attendant Co nsole User Guide Glossar y Assistant attendant The assistant attendant is the telephone attendant who provides call coverage for specific empl oyees. Backup attendant The Backup attendant receives calls when the main attendant is not available.
86 Glo ssa ry Enterprise Edge Attendant C onsole User Guide P0908544 Is sue 01 Enterpr ise Edge server The telephone system that Enterprise Edge Attendant Console works with. Exte rnal call An external call is a call that originates from outside your c ompany’s voice message mailbox syste m.
Glo ssar y 87 P0908544 Is sue 01 Enterprise Edge Attendant Co nsole User Guide Stand-alone model A stand-alone model is a Enterprise Edge Attendant Console system in which one attendant manages a business’s incoming calls. There ar e no assistant attendants, backup attendants or overflow attendants in a stand-alone model.
88 Glo ssa ry Enterprise Edge Attendant C onsole User Guide P0908544 Is sue 01.
P0908544 Issue 01 Enterprise E dge Attendant Consol e User Guide Index Numerics 1st Contact, 30 2nd C on tact , 30 3rd Contact, 30 A About Enterprise Edge Attendant Console 33 Active Cal l 34 Adding n.
90 Index Enterprise Ed ge Attendant Console Us er Guide P0908544 Issue 01 Directory list 17 , 27 , 41 , 68 Department column 43 employee information 42 Ext colu mn 43 extension information 42 Name col.
Index 91 Enterprise Ed ge Attendant Console Us er Guide P0908544 Issue 01 M Main attendant, full-time 17 Maintaining caller infor mation 63 Maintaining employee infor mation 67 Making a call from the .
92 Index Enterprise Ed ge Attendant Console Us er Guide P0908544 Issue 01 Telephone display bu ttons Assist 61 Hold 60 IntAct 61 Join 61 Next 60 Talk 60 VM 61 telephone status icon call forward 42 do .
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