Document Outline

• Attendant Console User Guide
  • Contents
  • Chapter 1
  • Introduction to Attendant Console
    • About Attendant Console
    • Attendant Console components
      • The Server component
      • The Client component
      • The Reports component
    • Attendant Console features
  • Chapter 2
  • Getting started
    • Configuring Attendant Console
    • Starting Attendant Console
    • Types of attendant setups
      • Full-time main attendant
      • Part-time main attendant
      • Backup attendant
      • Overflow attendant
      • Assistant attendant
      • Adding or removing an assistant attendant’s assigned extensions
    • Setting up other attendant features
      • Call notification
      • Restoring the Attendant Console window
      • Setting the Attendant Selected option
      • Disabling Transfer options
  • Chapter 3
  • Using the Attendant Console window
    • Components of the Attendant Console window
    • Status bar
    • Attendant Console menus
    • Using keystroke commands
      • Access keys
      • Menu keystroke commands
      • Keystroke commands with the Alt key
    • Using right-click capability
    • Using the toolbar
    • About Loop buttons
    • Using Caller Information options
      • The Edit Caller Information dialog box
      • Using the call processing area
      • The Edit Employee Information dialog box
      • Using the Directory options
      • Sorting information in the Directory list
  • Chapter 4
  • Handling calls
    • Answering calls as an attendant
    • Using the Target list box
      • Using the Contacts boxes
      • Using the Directory tabs
      • Using the Directory Find box
      • Using the Department list box
    • Transferring a call
    • Parking, holding and screening calls
      • Parking calls and paging employees
      • Placing and retrieving calls on hold
    • Screening calls
    • Contacting employees using Voice Call
    • Linking and Joining calls
      • Joining a call on hold
    • Creating a conference call
    • Handling a callback call
      • Responding to a callback that an extension did not answer
      • Responding to a Callback that an employee returns
    • Making a call from your extension
    • Handling calls at an employee’s telephone
  • Chapter 5
  • Maintaining caller and employee information
    • Maintaining caller information
      • Creating a new caller record
    • Finding and editing caller information
    • Maintaining employee information
      • Using the Directory list
    • Finding an employee record
      • Resetting the Full tab view
    • Editing employee information
      • Using the Make Caller button
    • Adding notes to employee records
  • Chapter 6
  • Generating reports
    • About Attendant Console reports
      • Report types
    • About the Reports window
    • Components of the Reports window
    • Creating and viewing reports
    • Loading the database
    • Selecting a report type
    • Setting the report period
    • Selecting employees and customers for the report
    • Creating the report
    • Viewing the report
    • Printing a report
  • Glossary
  • Index