Nortel Networks Attendant Console - Manual (Page 67)

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Attendant Console User Guide
Chapter 5
Maintaining caller and employee information
With Attendant Console you can manage caller and employee information.
Maintaining caller information
When a caller contacts your company, information about the caller from the Attendant Console
database appears in the Caller Information list box of the Attendant window. Either the caller is
already in the database, or other employees of the callers company are in the database. Or the
caller and the company can be new.
Creating a new caller record
New caller records are created in the following ways:
• automatically, during an active call, the first time Caller ID information is received by the
Client component. You can customise the new caller record during the active call or later.
• when you create a new caller record from an existing one
• when you create a new blank caller record
When a call comes in, Attendant Console checks the Caller ID from the telephone company to see
if the number has previously called. If there is a record that the number has called before,
information from the caller database appears in the Caller Information list box on the Attendant
Console window. The Name list box displays the names of callers on record that are associated
with the incoming Caller ID. There can be several callers from the same telephone number calling
if they are employees at the same company. For more information, refer to
“The Edit Caller
Information dialog box” on page 35 .
If you select the name of the caller from the list, the Caller Information list box displays
information about the caller.
To create a new caller record from an active call
1 Click the Ringing Loop button to answer the incoming call.
Information in the database about the caller appears in the Caller Information list box on the
Attendant Console window.
Note: The caller record is not saved if you click the Release button without processing
the call.