Nortel Networks Attendant Console - Manual (Page 65)

Chapter 4 Handling calls 65
Attendant Console User Guide
Handling calls at an employee’s telephone
With Attendant Console employees can handle calls at their telephones.
After a call routes to an extension, a low-level tone alerts the employee they have an incoming call,
even if they are on their telephone. The name of the caller appears in the display of the employee’s
telephone for a few seconds.
If the employee is using a Business Communications Manager 2.5 two line display telephone they
can use the display buttons to:
• talk to a caller
• send a call to the attendant who then asks the caller to hold
• send a call to CallPilot
• join a call with the current call
• send a call back to the attendant to ask the caller if they wish to interrupt the current call
• send a call back to the attendant who then routes it to an assistant attendant
To speak to a caller
1 Press the Talk display button to automatically connect with the call, or pick up the handset.
If the telephone is in use, press the Talk display button to put the first call on hold and connect
the new caller.
To send a call to the attendant who then asks the caller to hold
1 Press the Hold display button.
This delivers a pre-set message to the attendant. The attendant asks the caller to hold for the
employee and camps the call to the employee’s extension.
2 The employee sees the call camped on their telephone and handles the call.
To send a call to CallPilot
1 Press the VM (Voice Messaging) display button on the telephone.
The call transfers to the employee’s voice message mailbox.
Note: If there are more than two options, press the Next display button to see the
additional options.