VoiceManager Receptionist Console User Guide Version 1.4
© 2013 by Cox Communications. All rights reserved. No part of this document may be reproduced or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without prior written permission of Cox Communications
Purpose
This guide provides reference information and step procedures for Receptionist Console (release 14.sp6) users to navigate the application and perform tasks.
Table of Contents
Table of Contents
Receptionist Console Overview ............................................................................. 1 Understanding the User Interface ....................................................................... 1 Downloading and Installing Receptionist Console ............................................... 3 Logging In ................................................................................................................ 5 Logging in the First Time .................................................................................... 5 Understanding the Menu Bar .................................................................................. 7 File Menu ........................................................................................................... 7 View Menu ......................................................................................................... 7 Tools Menu ........................................................................................................ 8 Help Menu .......................................................................................................... 9 Understanding Receptionist Console Options .................................................... 11 Options / General ............................................................................................. 11 Options / Queues ............................................................................................. 12 Options / Day / Night Mode .............................................................................. 13 Options / Directories ......................................................................................... 14 Options / Directories – Outlook Integration ................................................... 15 Options / About ................................................................................................ 16 Receptionist Console Interface and Setup .......................................................... 17 Understanding the Switchboard Panel ............................................................. 18 Understanding the Contact Directory Panel ...................................................... 20 Understanding the Directory Management Interface .................................... 20 Using Directories .............................................................................................. 20 Viewing Contact Status Information ............................................................. 22 Viewing the Contact Directory Panel – List View .......................................... 23 Using the Alphabetical Index Panel .................................................................. 24 Using the Options Panel ................................................................................... 24 Using the Control Panel ................................................................................... 24 Managing Calls ...................................................................................................... 27 Dialing .............................................................................................................. 27 Dialing a Contact.......................................................................................... 27 Dialing an Ad Hoc Number........................................................................... 28 Using Speed Dial ......................................................................................... 28 Answering a Call .............................................................................................. 29 Placing a Call on Hold .................................................................................. 30 Removing a Call from Hold .......................................................................... 30 Ending a Call .................................................................................................... 31 Transferring a Call ............................................................................................ 32 Conducting a Blind Transfer ......................................................................... 32 Conducting a Consulted Transfer ................................................................. 32 Transferring to Voice Mail ............................................................................ 33 Transferring to Queue .................................................................................. 33 Using Busy Camp On .................................................................................. 34 Using Group Call Park...................................................................................... 36 Using Directed Call Pickup ............................................................................... 37 Using Call Barge-in .......................................................................................... 37
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Table of Contents
Managing Conference Calls ............................................................................. 37 Initiating a Conference Call .......................................................................... 37 Placing a Conference Call on Hold .............................................................. 38 Removing a Conference Call from Hold ....................................................... 38 Exiting a Conference Call............................................................................. 38 Ending a Conference Call ............................................................................ 38 Managing Queues.................................................................................................. 39 Configuring Queue Settings ............................................................................. 39 Selecting Your Join Status ............................................................................... 40 Displaying Calls in Queue ................................................................................ 40 Changing Position of Calls in Queue ................................................................ 41 Managing Directories ............................................................................................ 43 Sorting Columns............................................................................................... 43 Searching for a Contact .................................................................................... 43 Creating a Custom Directory from Search Results ........................................... 43 Creating and Editing Contact Notes ................................................................. 44 Managing Speed Dial Entries ........................................................................... 44 Assigning a Speed Dial 8 or 100 Entry ......................................................... 45 Editing a Speed Dial 8 or 100 Entry ............................................................. 45 Deleting a Speed Dial 100 Entry .................................................................. 45 Managing Company Information .......................................................................... 46 Using Company Notes ..................................................................................... 46 Using Company Profile ..................................................................................... 47 Appendix A ............................................................................................................ 49 Using Keyboard Shortcuts ................................................................................ 49 General Control Keys ................................................................................... 49 Menu Bar Control Keys ................................................................................ 49 Switchboard Control Keys ............................................................................ 50 Contact Directory Control Keys .................................................................... 50 Option Control Keys ..................................................................................... 51 Control Keys ................................................................................................ 51
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Overview
Receptionist Console Overview The IP Centrex Receptionist Console is a carrier class Internet Protocol (IP) Telephony Attendant Console, specifically developed for hosted environments. It is used by “front-ofhouse” Receptionist Consoles or telephone attendants who screen inbound calls for businesses by supporting a full set of call control options: large-scale line monitoring, queuing, multiple directory options, views, Outlook Integration, and other features required in large or distributed organizations.
Understanding the User Interface Before you begin, it is helpful for you to familiarize yourself with the Receptionist Console main interface. This graphic displays areas that you can reference to obtain information about the application. The following topics will be discussed in this guide.
Switchboard panel
Company Notes and Profile area
Contact Directory panel
Alphabetical Index filter
Options panel
Control panel Figure 1.
Receptionist Console main interface
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Downloading and Installing Receptionist Console
Downloading and Installing Receptionist Console As an IP Centrex line package customer, you can access the Receptionist Console functionality once you download and install the application from the VoiceManager MyAccount web portal. You do not have to configure Receptionist Console to log in to the Cox web client server. Use the following steps to download and install the Receptionist Console. 1. Log into VoiceManager MyAccount and click the VoiceManager Tools menu option. 2. Click the Applications tab. 3. Click the Enhanced Receptionist Console Download link. Result: The Enhanced Receptionist Console dialog box displays. 4. Click the Download Now button. 5. Select the Accept radio button on the End User License Agreement and click the Continue button. 6. Click the Run button and proceed through the remaining screens. Leave the default values at their settings. 7. Click the Finish button. Figure 2.
Download and Install screens
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Logging In
Logging In The login procedure is the same for all Receptionist Console versions. Use the same Username and Password that you do to login to MyAccount. Likewise, if you need to reset your password, perform the same steps as you do in MyAccount.
Logging in the First Time When logging in to the Receptionist Console for the first time, you need to access VoiceManager MyAccount first. Thereafter, you may access Receptionist Console using the steps shown below. Figure 3.
Start menu
Figure 4.
Login interface
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Logging In
Follow the steps to start Receptionist Console: 1. From the Start menu on your machine, click the All Programs menu and click the VoiceManager Receptionist option. (Note: This option may be listed above All Programs.) 2. Enter your VoiceManager MyAccount Username and Password and click the Sign In button. (Optional: Check any of the shortcut checkboxes to speed up the login process in the future.)
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Navigating the Receptionist Console Menu
Understanding the Menu Bar The Menu bar is located at the top of the Receptionist Console main page and contains the following headings: Files, View, Tools and Help. This section describes the menu options under each heading along with the tasks you can perform within each item.
File Menu The File menu allows you to sign out or exit Receptionist Console. The difference between the two is that when you Sign Out, the Login dialog displays so that you can log back in as another user, if desired. The Exit function signs you out of the application. Figure 5.
File menu
View Menu The View menu contains four options that allow you to add more configuration settings to the Receptionist Console window. Figure 6.
View menu
Figure 7.
Directories menu
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Understanding the Receptionist Console Menu
View Option
Description
Company Information
Allows you to determine whether or not you want to display or hide the Company Information panel in the Receptionist Console window.
Queue
Allows you to determine whether or not you want to display or hide details of calls that are in a holding pattern.
Queue Columns
Allows you to define types of information you want to display about calls in a holding pattern. This option appears only when Queue is checked.
Directories
Allows you to define what types of Contact Directories you want to display on the Receptionist Console window. Note: Directories listed on this menu depend on your version of Receptionist Console and your setup.
Tools Menu The Tools menu contains two sub-topics, Call History and Options. Call History provides view details for the following types of calls: Dialed, Received, Missed, and Other. The Options subtopic opens the same set of configuration settings as does the VoiceManager Toolbar. Figure 8.
Tools Sub-Topic – Call History
The table below describes the types of calls and the details they provide.
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Call Type
Description
Dialed
Displays the Name, Number, and Time of placed calls.
Received
Displays the Name, Number, and Time of incoming calls that were answered.
Missed
Displays the Name, Number, and Time of incoming calls that were unanswered.
Other
Displays the average time a call is in a holding pattern and the number of times calls are transferred.
VoiceManager Receptionist Console User Guide
Navigating the Receptionist Console Menu
Figure 9.
Tools Sub-Topic - Options
Option
Description
General
Allows you to configure the automatic login behavior and caller identification.
Account
Contains Sign-In Information that includes your Username and Password. Enter your login data to access the Toolbar. Use the Sign-In Options panel to save those values to prevent having to enter them each time you access the Toolbar.
Dialing Rules
Allows you to add an 8 or 9 as a prefix to your dialed-to numbers when necessary.
Outlook Integration Contacts
Integrates your personal list of Outlook contacts.
Proxy Server
Squid Web Proxy Server has been tested and supported for silent updates. Type, Server, Port and U/P.
About
Displays the version of the application you are using, copyright notices associated with the application and any product disclaimers.
Help Menu The Help menu contains the following items: a PDF version of the Receptionist Console User Guide, the version of the application you are using, copyright notices associated with the application, and any product disclaimers. Figure 10.
Help Menu
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Understanding Receptionist Console Options
Understanding Receptionist Console Options Options / General When you successfully log into the Receptionist Console, the VoiceManager Receptionist– Options window appears. It contains menu items that you may use to configure your system and view call management information. Use the General menu to define whether you want the system to automatically start when you connect to your network, and/or to automatically notify the switch for incoming calls. Figure 11.
VoiceManager Receptionist – Options / General
Use the following steps to configure basic system functions. 1. From the Tools menu in the top toolbar, click the Options link. 2. Check the Auto login when connected to network checkbox if you want Receptionist Console to automatically connect and log in to the server when it detects a network connection. (Optional) 3. Check the Auto switch focus on incoming call checkbox if you want Receptionist Console to automatically take window focus over other applications when a new incoming call is received. (Optional) 4. Click the OK button.
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Understanding the Receptionist Console Options
Options / Queues Use the Queue panel to allow Receptionist Console to log into the cloud so you can view or manage any incoming calls that are in a holding pattern. This add-on feature allows you to select and manipulate calls from the queue that display in the Main Interface. You may also re-order the how the calls are presented in line. Figure 12.
VoiceManager Receptionist – Options / Queues
Use the following steps to access and configure Receptionist Console Queues functionality. 1. From the VoiceManager Receptionist – Options window, click the Queues menu item. 2. Check the Manage checkbox to the right of the queue you wish to manipulate calls that are on hold. (Note: The State radio button identifies your queue join status. A green radio button means you are joined and a red radio button means you are not joined). 3. View the Queue Monitoring Accounts panel to see the queues that are being tracked and the status of the login attempt. (Note: Grey means you are not logged in. Yellow means that you are attempting to log in. Red means your login failed and Green means you are currently logged in.) The Password column contains the personal identifier you use to access the Queue. 4. Check the Save Password column if you want the system to remember that login identifier for that queue. 5. From the Archive Frequency drop-down menu, select the occurrence for which you want the Receptionist Console client call and ACD event records to be saved. The options are: Do Not Archive, Daily, Weekly, and Monthly.
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Understanding Receptionist Console Options
Options / Day / Night Mode Activate or deactivate the Day/Night Mode function when you want to re-route incoming calls to number that is different from your regular business number. You may turn this feature on or off by checking / unchecking the Night mode checkbox. You can also use your phone to turn the feature on or off by pressing *72 and *73, respectively. Use this function when you are away from your business phone. You may use a specific phone number or forward all incoming calls to directly to voice mail. The activation status of the Selective Call Forward feature takes precedence over the activation status of Night Mode. Figure 13.
VoiceManager Receptionist – Options / Day/Night Mode
Use the following steps to activate the Day/Night Mode. 1. From the VoiceManager Receptionist – Options window, click the Day / Night Mode menu item. 2. Check the Night mode check box if you want to turn on a specific call routing period during non-business hours. 3. Select the Forward calls to: radio button to route all incoming calls to a specific number you enter in the field. 4. Select the Forward calls to voicemail radio button to send incoming calls to a voice mailbox. 5. Click the OK button.
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Understanding the Receptionist Console Options
Options / Directories Use the Start-Up Directory drop-down menu to select an available index that you want to appear in the Contact Directory panel when Receptionist Console launches. Figure 14.
VoiceManager Receptionist Options / Directories
Use the following steps to assign the directory you want Receptionist Console to reference at start-up. 1. From the VoiceManager Receptionist – Options window, click the Directories menu item. 2. From the Directory Options panel, select the type of index from the Start-Up Directory drop-down menu that you want Receptionist Console to display and reference when it is launched. 3. Click the OK button.
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Understanding Receptionist Console Options
Options / Directories – Outlook Integration Use the Outlook Integration configuration panel to enable or disable the use of Microsoft Outlook with Receptionist Console. This setup provides you access to contacts in your Outlook quickly through the application. Figure 15.
VoiceManager Receptionist Options / Directories / Outlook Integration
Use the following steps to incorporate your Microsoft Outlook contacts with Receptionist Console. 1. From the VoiceManager Receptionist – Options window, click the Directories menu and Outlook Integration option. 2. Check the Enable Outlook Integration checkbox if you want to mix your Microsoft Outlook contacts with Receptionist Console. 3. Select the Retrieve contacts from default contact folder only radio button if you want to integrate only those contacts listed in your generic contacts folder. OR 4. Select the Retrieve all contacts radio button if you to integrate all of the contacts listed in every contacts folder. 5. Check the Use Outlook contacts as preferred CLID lookup checkbox if you want your Outlook contacts to be looked up and assigned preferred Calling Line Identification (CLID). 6. Click the OK button.
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Understanding the Receptionist Console Options
Options / About The VoiceManager About menu option provides information regarding the software’s version, build and revision numbering. It is for referential purposes only. Figure 16.
VoiceManager Receptionist – Options / About
Use the following steps to access the About window. 1. From the VoiceManager Receptionist – Options window, click the About menu.
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Interface and Setup
Receptionist Console Interface and Setup This section provides a detailed description of the Receptionist Console interface as shown in Figure 17. Elements that are available for a specific version of the Receptionist Console are identified as such. Figure 17.
Receptionist Console Interface
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Interface and Setup
Understanding the Switchboard Panel The Switchboard panel is located at the top of the Receptionist Console work area and shows details of all active calls. Descriptions of each heading are listed in the table below. Figure 18.
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Switchboard Panel
Menu Heading
Description
Link
Allows you to select the calls to be linked for a Consulted Transfer and Three-Way Conference. You can select the calls to link by clicking in the Link column cell for the required call record row. A chain link icon indicates the option is activated. When you click in the cell, it toggles the link option again.
Line
Displays the order that phone calls come in. They start from one (1) and continue.
Call To (Called Party)
Identifies the name of the party being called by the operator. A name is typically displayed when the operator dials an internal number that is in the Contact directory. A number appears for calls made to persons not in the Contact directory, as well as most external calls.
Extn
(Extension) Displays the actual number dialed by the operator for internal calls.
Call From (Calling Party)
Identifies the person calling the operator. For internal calls, this is the contact name assigned to the extension number in the Contact directory or the extension number, if no name has been assigned. For external calls, the caller’s number is displayed unless the number is blocked (private) or the name is unavailable.
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Interface and Setup
Menu Heading
Description
Status
Displays the state of calls on the operator switchboard (phone) and is color-coded.
Time
Call State
Display Status
Active
Active
Held
On Hold (00:00) (blinks after 45 seconds)
Camp On
Camped (00:00) (blinks after 45 seconds)
Remote Held
Active
Ringing In (Remote)
Incoming
Ringing In (Local)
Incoming
Ringing Out
Outgoing
Displays the duration of the call, including the Ring Time, Hold Time, and Talk Time.
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Interface and Setup
Understanding the Contact Directory Panel The Contact Directory panel provides a list of all individuals and departments for which you have information on how to reach them. This feature also enables you to: Access contact extension numbers and voice mail
Access to contact phone numbers
View contact status
Send e-mails to contacts
Search contacts using a keyword, add, delete, edit speed dial contacts
Order contacts in an ascending or descending order
Access Call Management
Filter ordered contacts using alphabetical indexing
Maintain and update notes for a contact Figure 19.
Contact Directory panel
Understanding the Directory Management Interface The Contact Directory panel contains several dialog boxes and icons that assist you in managing your directories: The blank text field in the lower left corner allows you to enter a string of values that you can use to locate contacts, typically an individual or department’s name or phone number. The search returns all contacts containing the string as part of the selected directory field. For example, entering “Ann” and selecting “First Name” as search criteria returns all contacts with the first name “Ann”; but it also returns all contacts with first names such as “Anne”, “Marianne”, “Marie Ann”, and “Ann Marie”. The keyword search is not case sensitive. The Keyword Search Filter dropdown list allows you to choose a directory field for a keyword search. The value selected from this filter drop-down list is the column in which Receptionist Console searches for the keyword entered in the Search field, as well as the directory.
Using Directories The directory tabs in the Contact Directory panel allow you to choose the directory you want to 20
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Interface and Setup
appear in the panel. Select the options as shown in Figure 20 to define the tabs you want to display on the console. Figure 20.
Directory Tab configuration
Figure 21.
Directory Heading tabs
The list of directories you can choose from depends on the version of Receptionist Console you have and your setup configurations. The table below lists the directories available for each version of Receptionist Console. The Directory Name column lists the directories available for each version of Receptionist Console. You may access Directory Name
Contents
Personal Directory
All contacts in your Personal Phone List on the VoiceManager web portal
Speed Dials
All numbers configured for you or by you for your Speed Dial service
Outlook Directory
All your Outlook contacts. The directory needs to be enabled via the Tools – Options tab.
Contact Directory
Other subscribers in your VoiceManager contact directory. This is created and customized by the administrator or through the search tool.
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Receptionist Console
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Interface and Setup
Directory Name
Contents
Receptionist Console
Monitored Contacts
A list of users, configured through the web portal, whose phone status you are currently monitoring
Monitoring limited to 200 static and up to 300 dynamic users enterprise-wide
Changes to the list of users to monitor, Personal Contacts List, and Speed Dial lists are made through the web portal and are only visible in Receptionist Console the next time you sign in.
Viewing Contact Status Information The Call Status icon, in the List and Details view, shows the contact’s phone in an on-hook/offhook state. The color of the icon is customizable through the Tools – Options –dialog box. The following colors represent the default definitions. Call Status
Icon
Description
Green Handset Down
Contact phone is on-hook (available to receive a call).
Red Handset Up
Contact phone is off-hook (on a call, busy).
Orange Handset Down
Contact phone is ringing (previously this was a blue triangle).
Do Not Disturb
Contact phone has status set to “DND”.
Grey Handset Down
There is no registered phone on the number being referenced. This can be due to the fact that there is no phone or that the phone is offline. When Receptionist Console starts, multiple grey phones may appear; however, if you click the icon of the phone, the true status displays.
Call Forwarding Always
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Contact has the Call Forwarding Always service turned on. When you place your mouse over this icon, the forwarded number displays.
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Interface and Setup
Viewing the Contact Directory Panel – List View Receptionist Console has two types of directory views, List and Details that provide different levels of contact information. The List view displays all contacts in the selected directory. Figure 22.
Contact Directory panel – List view
The Contact Directory and Monitored Contacts display the contact’s call status. The Details view provides more information for each contact. The exact details change from one directory to another and are listed in the following sections. Figure 23.
Contact Directory panel – Detail view
The types of information that display in the Contact Directory - Detail view are similar to data shown for Monitored Contacts, Personal Directory, and Outlook Directory. The Detail view for Custom Directory provides the same information as the original directory from which it was generated, typically the Contact Directory. The name of the custom directory is assigned by the system and may reflect its contents. It can be created by your system administrator or by you through the Search tool. The Speed Dial – Details view contains the dial code you use to contact the person, the phone number associated with the dial code, and a description of the contact at that number. Figure 24.
Contact Directory panel – Speed Dials Detail view
The Speed Dial – List view displays the Key Code and description of the code. VoiceManager Receptionist Console User Guide
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Interface and Setup
Using the Alphabetical Index Panel You can use the Alphabetical Index area to refine a search by clicking the starting letter of the contact’s name. For example, to display all contacts with a first name beginning with the letter “M”, click M on the Alphabetical Index. Figure 25.
Alphabetical Index panel
Using the Options Panel Use the Options panel to select call managing options. From the list of icons shown in Figure 26, you can click the associated image to:
Dial a party’s Extn [extension]
Dial a party’s Mobile number
Forward a call to your Voicemail
Listen to your Messages
View the calls in your Queue
Place an ad-hoc telephone call by clicking the Other icon Figure 26.
Options panel
The look of the icons on the Options panel changes as they become available or unavailable. If an option is available, the corresponding icon displays as such; otherwise, it is grayed out.
Using the Control Panel Use the Control panel to execute call actions such as: 24
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Interface and Setup
From the list of icons shown in Figure 27, you can click the associated image to:
Dial a party
Place an active call on Hold
Place a call in a Camp On state
Forward an active call to another party without announcing the caller; otherwise known as a Blind Transfer
Engage multiple calling parties in a Conference
End an active call Figure 27.
Control panel
The look of the icons on the Options panel changes as they become available or unavailable. If an option is available, the corresponding icon displays as such; otherwise, it is grayed out.
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Managing Calls
Managing Calls The following subsections describe the call management functions available in Receptionist Console. Functions available in certain versions of Receptionist Console only are highlighted.
Dialing You may use multiple methods to dial a number in Receptionist Console. This section instructs you on how to use each one.
Dialing a Contact From the Contact Directory tab, you may dial an existing contact using two methods. They are listed in the steps shown below. Figure 28.
Contact Directory tab
Use the following steps to place a call from the Contact Directory tab. 1. Click the Contact Directory tab in Receptionist Console. 2. From the Options panel, click the icon to define which number you want to call: Extension, Mobile, or Other. See Figure 26. (Note: When the Extn and Phone numbers are available, the contact’s extension is dialed first. If there is no extension field provided, Receptionist Console uses the Phone field.) 3. From the Control panel, click the Dial icon. See Figure 27. 4. Alternatively, you may elect to double-click a contact to dial the contact’s default call option, which is typically the extension. If that field is unavailable, the system calls the mobile number or voice mail in order of availability. (Note: The called party phone rings, and the call appears on the Switchboard panel as “Outgoing”.)
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Managing Calls
Dialing an Ad Hoc Number When you want to place a call to someone outside of your Contact Directory, use the Other icon. Figure 29.
Other icon
Use the following steps to place a call to someone outside of your Contact Directory. 1. From the Options panel shown in Figure 26, click Other to open the dial pad. 2. Enter the number you want to call either by typing the number on the keyboard or by selecting each number in turn from the dial pad using your mouse. 3. From the Control panel, click the Dial icon.
Using Speed Dial You may elect to place a call by dialing one or two digits that have been assigned to a contact. Figure 30.
Speed Dials tab
Use the following step procedures to call a party through the Speed Dials tab. 1. From the Contact Directory panel, click the Speed Dials tab. 2. From the directory, refer to the Key column or select the phone number you want to dial from the Phone column. 3. From the Control panel, click the Dial icon.
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Managing Calls
Answering a Call Receptionist Console enables you to answer calls quickly and easily from your desktop. It is important to note that you must have a phone from the supported phone list; otherwise, the system may experience an issue. Contact your local Cox Business office for additional information. Figure 31.
Answer Call
Use the following steps to answer a call in Receptionist Console. 1. From the Switchboard panel, click the call that you want to answer. 2. Navigate to the Control panel and click the Answer icon. You can answer the longest waiting incoming call by clicking the space bar. If you press the space bar more than once, the previous active call is placed on hold and you can answer the oldest incoming call. This does not work if you click on a text field.
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Managing Calls
Placing a Call on Hold You can place active calls on hold using Receptionist Console. Figure 32.
Place Call on Hold
Use the following steps to place a call on hold. 1. From the Switchboard panel, click the active call that you want to place on hold. 2. From the Control panel, click the Hold icon.
Removing a Call from Hold When you want to remove a call from the holding pattern, the Status column on the Switchboard panel will change from “On Hold” to “Active”. Alternatively, double-click on the held call on the Switchboard panel. Figure 33.
Remove Call from Hold
Use the following steps to reactivate a call on hold. 1. From the Switchboard panel, click the call you want to take off hold. 2. Navigate to the Control panel and click the Unhold icon.
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Managing Calls
Ending a Call Receptionist Console enables you to disconnect from incoming or active calls quickly and easily from your desktop. Figure 34.
End Call
Use the following steps to answer a call in Receptionist Console. 1. From the Switchboard panel, click the call from which you want to disconnect. 2. Navigate to the Control panel and click the End icon.
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Managing Calls
Transferring a Call Receptionist Console offers multiple ways to transfer calls. This section describes each one and provides corresponding instructions.
Conducting a Blind Transfer The definition of a blind transfer is a call that is passed from one party to the next without an announcement to the receiving party of who is on the line. Calls can be blind transferred while active, on hold, or incoming. Incoming calls that are blind transferred are redirected from the intended line and can be done using a drag-and-drop method or through the Control panel. Use the following steps to conduct a blind transfer using drag and drop. 1. From the Switchboard panel, left click the call you want to transfer. The cursor changes to a hand grip icon to indicate the call is moveable. 2. Move the cursor over the corresponding corner of the contact directory to scroll up and down the list. To cancel movement, press Esc. 3. Drag the call to the target contact in your Contact Directory or Customized Directory, and release the mouse to transfer the call. If the target contact is busy, the call is camped. Figure 35.
Blind Transfer icon
Use the following steps to conduct a blind transfer without drag and drop. 1. From the Switchboard panel, left click the call you want to transfer. 2. Select the number you want to redirect the call from one of your directories or Other option. 3. From the Control panel, click the Blind Transfer icon. If the icon is disabled, navigate to the Actions menu and click Blind Transfer.
Conducting a Consulted Transfer A consulted transfer is a call that you redirect and introduce the caller to the intended recipient. A call may be consult-transferred while active, on hold, or outgoing. Use the following steps to conduct a consulted transfer. 1. Dial the person to whom you want to transfer the call. 2. When the call is connected, announce or introduce the calling party. 3. From the Link column on the Switchboard panel, click the number to be transferred. 4. Click the intended receiver’s number to complete the transfer. 5. From the Control panel, click the Consulted Transfer icon. If the Consulted Transfer icon is disabled, navigate to the Actions menu and click Consulted Transfer. 32
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Managing Calls
Transferring to Voice Mail You can send calls to voice mail for anyone in your Contact Directory as long as they have Voice Messaging service assigned and enabled. Use the following steps to transfer a call to voice mail. 1. From the Switchboard panel, select the call you want to transfer to voice mail. 2. From the Contact Directory, select the person or department to whom you want to send the call. (Note: You may select yourself if you want to transfer the call to your voice mail.) 3. From the Options panel, click the Voicemail icon. If the icon is disabled, navigate to the Actions menu and click Voicemail Transfer.
Transferring to Queue When you have multiple calls that can or should be directed to multiple parties or if you need to organize multiple calls for yourself, you can send calls to a waiting line, known as a queue. Once the call is in the queue, it can be positioned in order of importance; for example, you may drag it to the top of the queue or place it at the end of the queue. Figure 36.
Queue
Use the following steps to transfer a call to the queue. 1. From the Switchboard panel, select the call to transfer. 2. Identify the target queue position. 3. From the Options panel, click the Queue icon. 4. Position the call in the queue by selecting the Front of Queue radio button or Back of Queue radio button. 5. From the Control panel, click the Queue Transfer icon. If that icon is disabled, navigate to the Actions menu and click Queue Transfer.
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Managing Calls
Using Busy Camp On Busy Camp On is a feature that allows you to transfer a call to another line and park it until the line becomes available. When the line is free, the call can be retrieved. Camp On must be activated on your and the recipient’s VoiceManager web portal before you attempt to transfer and park the call. The call can be camped through drag and drop or an icon in the Control panel. The Application Managed Mode ensures the call stays parked on another line so it can be retrieved from the parked position. Figure 37.
Camp On
Use the following steps to camp a call via drag and drop. 1. From the Switchboard panel, left click the call you want to transfer. Your cursor changes to a hand grip to indicate the call is moveable. 2. Drag the call to the person, in any of your directories, that is engaged in another call and release the mouse click. The call is now camped at the other line and shows a Camped status next to the call in the Switchboard panel. The calling party is muted while camped and hears the music configured with the Music On Hold feature. Once the person is available to take the call, as shown by an Online status in the Monitored Contacts panel, the call is automatically transferred and is removed from the Switchboard panel.
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Managing Calls
Figure 38.
Directory Panel
Use the following steps to camp a call from one of your directories’ contacts. 1. From the Switchboard, select the call that you want to camp. 2. From the Contact Directory panel, click the contact for whom you want to camp the call. 3. From the Options panel, click Extn. 4. From the Control panel, click the Camp On icon. If the icon is disabled, navigate to the Actions menu and click Camp-On. The call is now camped at the contact’s extension and shows a Camped status on the call in the Switchboard panel. The calling party is muted while camped and hears the music configured in the Music On Hold feature. Once the person is available to take the call, as shown by an Online status in the Monitored Contacts panel, the call is automatically transferred and is removed from the Switchboard panel. Use the following steps to remove a call from a camped status. 1. From the Switchboard panel, select the call that you want to retrieve from camp. 2. From the Control panel, click the Uncamp icon. If the icon is disabled, navigate to the Actions menu and click Uncamp. The call is now removed from a camp status on the line and displays an On Hold status on the Switchboard panel.
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Managing Calls
The Service Managed Mode ensures that VoiceManager maintains the camped call. This functionality is available only if you are assigned this service by your group / system administrator. Figure 39.
Camp On Busy
Use the following steps to transfer a call to a busy line. 1. Select the call from the switchboard. 2. Select a busy contact from the Contact Directory. 3. Click the Camp On icon. If the icon is disabled, navigate to the Actions menu and click Camp-on. The call is transferred when the line becomes available and the called party is alerted. If the camped call reaches the designated expiration timer, the call is recalled to your device and flagged on the switchboard as Recalled.
Using Group Call Park Group Call Park searches in a predefined hunt group for an available line to park a call. (See the VoiceManager User or Admin Guide for instructions on how to set up the Group Call Park feature.) After a designated time, the call returns to the originating operator. If the parking attempt fails, the call remains on the switchboard. Use the following steps to initiate a Group Call Park: 1. From the Switchboard panel, select an active or holding call. 2. From the Control panel, click the Group Call Park icon. If the icon is disabled, navigate to the Actions menu and click Group Call Park. The parked line displays the following information:
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Line No: The line number depends on other calls on the switchboard.
Call To: A blank field unless the call has been diverted.
Call From: The name and number of the original calling party.
Status: Displays as Parked. The parked extension is in brackets.
Time: Displays in minutes and seconds (mm:ss).
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Managing Calls
If configured, an announcement is given indicating a call is parked. The call is released after the display time expires or the parked announcement is made and the call remains parked. After a pre-defined time, the call returns to your device.
Using Directed Call Pickup Directed Call Pickup allows you to pick up an incoming call for a person in your contact list. This functionality is available only if you are assigned this service by your group/system administrator. Use the following steps to pick up a Directed Call. 1. Select a contact whose status is “Ringing”. 2. From the Control panel, click the Call Pickup icon. If the icon is disabled, navigate to the Actions menu and click Call Pick-Up.
Using Call Barge-in The Operator Call Barge-in feature allows you to interrupt an active call. This functionality is available only if you are assigned this service by your group/system administrator. Use the following steps to interrupt a call. 1. Select a contact for whom you want to interrupt. The contact’s status must be Busy. 2. From the Control panel, click the Call Barge-In icon. If the icon is disabled, navigate to the Actions menu and click Call Barge-In.
Managing Conference Calls Use this step to activate your ability to participate in multi-person calls. 1. From the Control panel, click the Conference icon. If the icon is disabled, navigate to the Actions menu and click Conference.
Initiating a Conference Call Figure 40.
Link Calls
Use the following steps to start a conference call. 1. From the Switchboard panel, select the calls you want to link. 2. Click the Link for each of the selected calls. 3. From the Control panel, click the Conference icon. If the icon is disabled, navigate to the Actions menu and click Conference.
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Managing Calls
Placing a Conference Call on Hold Figure 41.
Hold Conference Call
Use this step to place an active conference call on hold. 1. From the Control panel, click the Hold Conference icon. If the icon is disabled, navigate to the Actions menu and click Hold Conference. (Note: The conference link icon changes colors from green to blue when the conference is on hold.)
Removing a Conference Call from Hold When a conference is on hold, the call status for the parties involved displays “On Hold”. Use this step to remove an active conference call from an on hold status. 1. From the Control panel, click the Unhold Conference icon. If the icon is disabled, navigate to the Actions menu and click Unhold Conference. Both call states change to Active when the action is complete. Figure 42.
Active Conference Switchboard Panel
Exiting a Conference Call Use this step to leave an active conference call. 1. From the Control panel, click the Leave Conference icon. If the icon is disabled, navigate to the Actions menu and click Leave Conference. This removes you from the conference call although the two other parties involved in the conference call are still connected. The two parties are removed from the Switchboard panel.
Ending a Conference Call Use this step to end a conference call. 1. To end a conference call, click End Conference on the Control panel. If the icon is disabled, navigate to the Actions menu and click End Conference. The calls are removed from the switchboard and terminated.
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Managing Queues
Managing Queues Queues provide a way for you to view calls that are waiting to be addressed. The Queue panel shows you the state of all calls and allows you to manage them if you have the necessary permissions.
Configuring Queue Settings The first step in configuring your ability to manage queues is to establish those lines for which you may answer calls. Figure 43.
Queues option
Use the following steps to configure access to calls in a Queues panel. 1. From the Tools menu, select Options. 2. Click Queues. 3. Check the Manage checkbox for each queue in which you may answer calls. 4. Check the Save Password box to bypass having to re-enter it the next time you log in. 5. Click the Archive Frequency drop-down menu to specify the timeframe that you want save your queues; for example, Do Not Archive, Daily, Weekly, or Monthly. 6. Click the OK button.
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Managing Queues
Selecting Your Join Status When you establish settings for the queues you want to manage, you must join that queue to confirm your ability to receive its calls. Figure 44.
Join Drop-Down menu
You may join and dis-join a queue from the drop-down menu in the Queue panel. Use the following steps to join and disjoin a queue. 1. Navigate to the Queue panel on the Receptionist Console interface. 2. Click the Joined drop-down menu. 3. Select Join to receive calls from the queue you set in the Tools menu. See Figure 43. 4. To disable yourself from being able to receive calls in a queue, select Unjoin.
Displaying Calls in Queue You can define a queue to view by selecting it from the Queues drop-down menu. 1. Use the following steps to select queues you wish to display. 2. From the Queue panel, click the Queues drop-down menu. 3. Check the box to the left of each queue you want to see. Check the All Queues option to monitor calls in every line. Uncheck the queue(s) you do not want to view. Figure 45.
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Queue Monitoring Drop-Down menu
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Managing Queues
Changing Position of Calls in Queue Receptionist Console provides you the ability to re-order the calls that are in a queue. Figure 46.
Call Position in Queue
Use the following steps to change the position of calls that are in a queue. 1. From the Queue panel, click a call that you want to re-position. 2. Specify the new position by clicking the POS column that corresponds to the selected call. 3. From the drop-down menu, select an available position for the call. 4. Click Apply to reposition the call or click Reset to cancel your changes.
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Managing Directories
Managing Directories The Contact Directory enables you to view, search, and edit contacts for each segment. Figure 47.
Contact Directory
The Status column displays the state of the contact’s phone. The icons are described in the table below. Description
Icon
Meaning
Green handset down
Contact phone is on-hook (available to receive a call).
Red Handset Up
Contact phone is off-hook (on a call, busy).
Orange Handset Down
Contact phone is ringing.
Do Not Disturb
Contact phone has status set to “DND”.
Grey Handset Down
Contact phone state is currently unavailable or unknown.
Call Forwarding Always
Contact has the Call Forwarding Always service turned on. By placing your mouse over the contact, you can see the number to where the call is forwarded.
Sorting Columns Each directory contains specific columns which can be sorted in ascending or descending order. Click the column headings to toggle between the types of order.
Searching for a Contact You can locate a contact in a directory two ways. You may enter a value in the text field in the lower left corner and click the Search icon; or you can press a letter in the Alphabetical Index for the first or last name. The search field is not case-sensitive.
Creating a Custom Directory from Search Results Use the custom search feature to create a custom directory from a set of search results. Once created, the custom directory displays in the Contact Directory drop-down menu and can be VoiceManager Receptionist Console User Guide
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Managing Directories
used until you close the Contact Directory panel. To create a custom search filter: 1. Enter a keyword or part of a keyword in the blank text field located in the lower left corner of each directory. 2. Select a directory from the Contact Directory drop-down menu. 3. Select search criteria filter(s) from the drop-down menu located at the right of the search text field. You may choose from the following values: All (default), Full Name – a combination of the last and first name, Last Name, First Name, Title, Department, Extension, Phone Number, and Notes. 4. Press Ctrl and click the Search icon. Follow the same steps to search a custom directory as you do other directories.
Creating and Editing Contact Notes You can create and edit notes for contacts in the Contact Directory using the Edit icon, located at the bottom right corner of the Contact Directory panel. Use the following steps to enter and edit notes for a contact. 1. Select the desired contact in the Contact Directory. 2. Click the Edit icon. 3. Click OK to save or Cancel to exit without saving changes.
Managing Speed Dial Entries There are two types of speed dial entries: Speed Dial 8 and Speed Dial 100.
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Speed Dial 8 provides eight predefined empty slots, numbered two through nine. These entries cannot be added or deleted; they can only be edited. You can assign dialing information to a Speed Dial 8 entry and change or delete dialing information by editing the corresponding slot.
Speed Dial 100 allows you to add up to 100 entries. You can also modify or delete existing entries.
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Managing Directories
Assigning a Speed Dial 8 or 100 Entry You add a Speed Dial 8 or Speed Dial 100 entry using the Add icon located at the bottom right corner of the Contact Directory panel or within the MyAccount portal. 1. Click the Speed Dials Directory tab. 2. Click Add. 3. Select a key value from the drop-down list. The key value determines what numbers you have to press on your phone to dial this Speed Dial entry. 4. Enter the Phone number and Description. 5. Click OK to save or Cancel to exit without saving your changes.
Editing a Speed Dial 8 or 100 Entry 1. Select the existing Speed Dial 8 or 100 digits that you want to modify. 2. Click Edit and a dialog box displays. 3. Modify or delete information as desired. (Note: You cannot delete the phone number without deleting the description.) 4. Click OK to save or Cancel to exit without saving your changes.
Deleting a Speed Dial 100 Entry You can delete an existing Speed Dial 100 entry using the Delete icon located in the lower right corner of the Contact Directory panel. Use the following steps to delete a speed dial 100 entry. 1. Select the Speed Dials Directory tab. 2. Click the desired Speed Dial 100 entry. 3. Click Delete. 4. Click Yes to confirm.
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Managing Company Information
Managing Company Information Receptionist Console includes two areas in which you can retain notes: Company and Company Profile. Although these panels may be hidden based on how you have configured the application, you can change the settings easily to display them. You may elect to use Company Notes to document general information about the business.
Using Company Notes The Company Notes panel is located to the right of the Switchboard panel. Figure 48.
View - Company Information
Figure 49.
Company Notes panel
Use the following steps to view, enter, and edit Company Notes. 1. From the View menu, check the Company Information checkbox to display the panel on the Receptionist Console interface. 2. To modify or delete content, open the panel, place your cursor in the Company Notes text field and make changes as necessary.
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Managing Company Information
Using Company Profile The Company Profile area is similar to the Company Notes panel. You can access it by checking the Company Information checkbox under the View menu. You may elect to use the Company Profile panel to document information specific to the company. Figure 50.
Company Profile panel
To modify content in the Company Profile area: Use the following steps to view, enter, and edit Company Profile content. 1. From the View menu, check the Company Information checkbox to display the panel on the Receptionist Console interface. 2. To modify or delete content, open the panel, place your cursor in the Company Profile text field and make changes as necessary.
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Appendix A: Using Keyboard Shortcuts
Appendix A Using Keyboard Shortcuts The following is a listing of keystrokes (shortcut keyboard entries) that are available in Receptionist Console.
General Control Keys Key Strokes
Equivalent Mouse Action
Function
ESC(escape)
Click OK/CANCEL/EXIT.
Exits from the active window.
Ctrl + P
Select the Company Notes or Company Notes tab.
Toggles between Company Notes and Company Profile.
Key Strokes
Equivalent Mouse Action
Function
Alt + O
Click on Tools and Options.
Displays Options dialog box.
Alt + R
Click on Tools and Call History.
Displays Call History dialog box.
Alt + H
Click Help and then User Guide.
Opens Receptionist Console User Guide.
Alt + L
Click File and Logout.
Logs out current user from Receptionist Console and returns to login screen.
F11
Click Full Screen.
Toggles full screen mode on and off for the application window.
Menu Bar Control Keys
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Appendix A: Using Keyboard Shortcuts
Switchboard Control Keys Key Strokes
Equivalent Mouse Action
Function
Ctrl + F1…F10
Click the Link column for a call on the switchboard.
Displays the link symbol in the Link column for the call. F1 links the first call; F2 links the second call, and so on. Two calls must be selected for a successful link.
Shift + F1…F10
Click on a call on the switchboard.
Select the call. F1 selects the first call; F2 selects the second call, and so on.
Contact Directory Control Keys
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Key Strokes
Equivalent Mouse Action
Function
Ctrl + F
Click on text entry space for keyword search.
Cursor appears in text entry space for entry of search keyword.
Ctrl + R
Click Reset.
Resets the search filter and shows the current directory.
Ctrl + Shift +
Enter a single alphabetical character in the Search field and then select a filter from the search filter drop-down list.
Apply filter on sorted column.
Ctrl + S
Click List View or Detail View.
Toggles between the two displayed views of the Contact Directory panel.
Ctrl + UP/DOWN
Select a filter from the Search filter.
Scrolls through the Search filter values.
UP/DOWN ARROW
Click on each contact in the Contact panel in Detail view.
Selects the contacts on the list.
UP/DOWN/RIGHT/ LEFT ARROW
Click on each contact on the Contact panel in List view.
Selects the contacts on the list.
Page UP/DOWN
Scroll through the contact list.
Pages through the contacts on the list.
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Appendix A: Using Keyboard Shortcuts
Option Control Keys Key Strokes
Equivalent Mouse Action
Function
Click on Extension.
Selects the extension number of the selected contact.
Click on Mobile.
Selects the mobile number of the selected contact.
Click on Voice Mail.
Selects the voice mail number of the selected contact.
Home
Click on Message.
Selects the message for the selected contact.
Click the number(s) 0-9 on the Number Pad.
Enters the corresponding number in the dialing pad.
Key Strokes
Equivalent Mouse Action
Function
ENTER
Click Dial.
Dials the selected number.
Click Transfer.
Transfers the selected call.
Shift +
Click Camp On/Camp Off.
Camps on/off the selected call.
Click End.
Ends the selected call.
Space Bar
Click Answer after selecting a call on the switchboard, or double-click an incoming call on the Switchboard panel.
Answers the longest waiting incoming call. Multiple presses of the space bar answers the next call while placing the previous active call on hold.
F1…F10
Click Answer after selecting a call on the switchboard, or double-click an active call on the Switchboard panel.
Sets a call to “Active” from “Ringing”. F1 applies to the first call listed on the switchboard; F2 applies to the second call, and so on.
Control Keys
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Appendix A: Using Keyboard Shortcuts
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Key Strokes
Equivalent Mouse Action
Function
F1…F10
Click Hold after selecting a call on the switchboard, or doubleclick an active call on the Switchboard panel.
Sets a call to “On Hold” from “Active”. F1 applies to the first call listed on the switchboard; F2 applies to the second call, and so on.
F1…F10
Click Unhold after selecting a call on the switchboard, or double-click a held call on the Switchboard panel.
Sets a call to “Active” from “On Hold”. F1 applies to the first call listed on the switchboard; F2 applies to the second call, and so on.
Shift + Ctrl + F1…F10 OR
Click a call on the switchboard to select it and then click End to end the call.
Ends the call. F1 ends the first call; F2 ends the second call, and so on.
Click Blind Transfer/Consult Transfer/Queue Transfer/Voice Mail Transfer.
Blind Transfer/Consultative Transfer/Queue Transfer/Voice Mail Transfer to selected call or call option.
Ctrl +
Click Conference/Call Pickup/Barge-in.
Initiates a conference with linked call lines. Performs Pickup/Bargein on selected contact.
Ctrl + Alt +
Click Conference Hold/Conference Unhold.
Toggles a conference from Held to Active state.
Ctrl + Shift +
Click End Conference.
Ends a conference. Releases all parties from the conference.
Ctrl + Alt + Shift +
Click Leave Conference.
Leaves a conference. Other parties remain connected.
VoiceManager Receptionist Console User Guide
