Nortel Networks P0908544 User Manual

P0908544 Issue 01

Enterprise Edge Attendant Console User Guide

Enterprise Edge Attendant Console automatically collects information about 
incoming calls and tracks how calls are processed. Use the information from the 
Reports component to help spot trends and prevent problems.

You can use the caller-related information in Reports to:

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increase sales opportunities

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improve productivity

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lower expenses

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streamline operations

For example, the report Calls by Customer shows how callers from your company’s 
top customers are handled. It shows if calls are handled by employees or are routed 
to Enterprise Edge Voice Messaging.

There are three report types:

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Calls by Customers

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Calls to Employees

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Extension Directory

The Calls by Customers report shows how your employees handle calls from your 
customers. Each employee report can identify as many customers as necessary. The 
Calls by Customers report shows:

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the number of calls taken by the employee

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the number of calls routed to Enterprise Edge Voice Messaging

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the number of calls handled by others

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the total calls from each customer

The Calls to Employee report shows the type of calls employees receive over a 
defined time period. This report can spot caller abuse, such as too many personal 
calls, and misdirected calls, such as calls from customers routed to the wrong person 
or department. This report lists the type of call across the top and employees down 
the left side. Each Caller Type has a column for number of calls and percent. The 
total of all calls and percent is shown separately.

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