Attendant Console User Guide
Contents
1. Pop up Tray Notification The Never option disables pop up call notification The Only when client is minimized option provides a small pop up call notification when you receive a new call if the TalkSwitch Attendant Client window is minimized David Miller iba ial ATTENDANT CONSOLE USER GUIDE 23 Sound Selecting the Enable sound notification on a new call checkbox plays the selected wav file when you receive a new call This provides an alternative to your phone ringer The Play icon plays the selected wav file The Browse button allows you to select the wav file Attendant Console comes with several wav files They are located in the Program Files TalkSwitch Attendant Console 1 10 Sounds folder Screen Priority Selecting the Bring the client to front on a new call check box brings the TalkSwitch Attendant Client window in front of the other applications when you receive a new call This is useful if your computer shares a monitor for call handling and other work Chat tab The Chat tab sets how Attendant Console Client reacts when you receive a new text message Attendant Console Client Options New Calls Chat Extensions View Preferences General Pop up Tray Notification Enable sound notification on a new text message C Program Files TakSwitch atten gt Pop up Tray Notification The Enable when chat window is minimized option provides a small pop up notification when you receive a2. The local extension is ringing The local extension is on hold or parked The local extension is on hold or parked but is available to receive a text message The local extension is busy The local extension is busy but is available to receive a text message The local extension has Do not Disturb mode enabled It is not available to receive a call or text message Unregistered IP extension Remote extension No status information is available Extension ring group No status information is available ATTENDANT CONSOLE CLIENT GETTING HELP Starting online help 1 Choose Help gt Attendant Console Help Online help starts for Attendant Console Opening the user guide 1 Choose Help gt User Guide PDF The Attendant Console User Guide opens Determining the Attendant Console version number 1 Choose Help gt About A window appears showing the version number Alternatively you can also right click the Attendant Console Communications Manager icon in the system tray and then select About TalkSwitch Attendant Communications Manager This is available on the server only TalkSwitch ATTENDANT CONSOLE USER GUIDE 21 CONFIGURING ATTENDANT CONSOLE WINDOWS Toggling the menu commands 1 Click the Show Hide icon to toggle display of the menu commands TalkSwitch Attendant Client 112 Online File view Chat Help LINES Line 1 Line 2 Line 3 Line 4 Show Hide icon Alter
3. 0 ccc cc eee cece aa aaa kaka aaa 23 Opening the Client Preferences window 23 NOW Callo TD B 225 au ai Le B ika is si a i a S S 23 Chat LAD a ss aa a a e os rr acess ea S S a S 24 Extension Preferences tab kaka aaa aa 25 WCW AD ceeds acatecocuiashete cen sens iacesesreneesusanereecseose de 26 GEC lal la Da 555 ra ai r a a S iki a S a i i a as wanes 27 CHAPTER 4 USING ATTENDANT CONSOLE CLIENT Hold UNNOId cena sea eae Sk S S ri cue ERENER EESE 30 Putting a callon HNO likau kais es a a L aadaaamhee nase adan 30 Taking a call off hold lt lt aaa aka 30 BA uj S e TS 30 TABLE OF CONTENTS WA WSO ar 31 Transferring a call with a screened transfer 31 Transferring a call with a blind transfer ccc cee ee eens 33 Transfer to Voicemail La sns ss rai a cod i a a L 34 Transferring a call to voicemail 0 ce kaka aka 34 Transferring a call to your own voicemail 0 cece ccc eee eee eee 35 Park Unpark Aa tan a kis a ewes S k a ss e L Sr S 35 Pakino A Call As 5 eks r r a a a ai e a S a RS DA 35 Answering a parked call using Attendant Console Client 36 Answering a parked call using a local extension cece eee eee 36 Pate cap kan e i ki chore eee bac o as a a i a a sean 37 Paging an extension ring QrOUP 1 ee ccc ec cece cence cee aaa 37 Paging an Intercom A ks ss a ia k k knee as r as se a ss S k 38 Paging with an overhead public address system 38 CANCE ca sia E La a a a a
4. 1 To use default labels right click the Lines area and then select Show default labels 2 To use phone numbers right click the Lines area and then select Show phone numbers ATTENDANT CONSOLE USER GUIDE 17 Line states 2 Solid green The line is available Solid red The line is in use connected Fen Flashing red The line is ringing on hold or parked Solid gray The line is not connected MY CALLS AREA The My Calls area shows your current call activity and has buttons to perform call handling See Using Attendant Console Client on page 29 for information on how to handle calls MY CALLS Type Name Number Duration Status Inbound David Miller 111 03 18 Holding 3 Ea Jane Smith 113 UNPARK My Calls list Type Inbound Outbound or Intercom An inbound call is to your office An outbound call is from your office An intercom call is between two local extensions Name The name of the caller Caller ID Number For outbound calls the number dialed For inbound calls the Caller ID information For intercom calls the other local extension number Duration The duration of the call If the call is put on hold the clock switches to 0 00 and shows the hold time When the call is taken off hold the clock returns to the connect time Status Connected Initiated Ringing Voicemail Holding or Parked 18 ATTENDANT CONSOLE CLIENT My Calls buttons HOLD Puts a call on hold or takes a
5. 0 500 MHz Screen 800x600 1280x1024 1024x768 1280x1024 16 bit color 32 bit 16 bit color 32 bit True Color True Color Network 128 256 128 256 Speed Kbits sec Kbits sec Kbits sec Kbits sec LAN configuration For better performance connect the server running Attendant Console Communications Manager to the same LAN local area network as the clients running Attendant Console Client Connecting to the server outside the LAN via the Internet or other network does introduce lag time into communications ATTENDANT CONSOLE USER GUIDE 3 UPDATING ATTENDANT CONSOLE The Attendant Console applications come with an Auto Update utility It automatically checks for new versions of software When Auto Update detects a new version it prompts you to download the latest version of Attendant Console It then updates Attendant Console Communications Manager on the server Once Attendant Console Communications Manager is updated on the server and the clients reconnect the users will be prompted to update their versions of Attendant Console Client Users must allow the update for Attendant Console Client to operate Auto Update will automatically copy the installer from the server and will then start the installation process Software updates and compatibility information for your region and language are also available via the Downloads and Support links at http global talkswitch com 4 ABOUT ATTENDANT CONSOLE CHAPTER 2 ATTENDANT C
6. 1 10 gt TalkSwitch Attendant Console Client e On the server right click the TalkSwitch Attendant Console Communications Manager icon in the system tray and then select TalkSwitch Attendance Console Client ATTENDANT CONSOLE USER GUIDE 15 16 The following window appears indicating that Attendant Console Client is searching for Attendant Console Communications Manager a Attendant Console client is searching For a Communications Manager The TalkSwitch Authentication window then appears TalkSwitch Authentication Extension 111 Password C Save password Communications 492 168 0160 Manager IP Communications Manager Port Connect Cancel Enter your Extension number Optionally enter your Password Optionally select the Save password check box to store your password for future sessions Attendant Console Client auto discovers the Communications Manager IP address This is the IP address of the NIC card in the computer running Attendant Console Communications Manager If Attendant Console Client is connecting from a remote location and cannot auto discover the IP address then manually enter the address from the Communications Manager IP Address list in the Communication tab of the Attendant Console Communications Manager Administration window If required enter the Communications Manager Port number This is the connection port number of the server running Attendant Console Communicati
7. Communication tab 9 Communications Manager IP Address list 10 Communications Manager IP box 16 Communications Manager Port box 16 Configuring Attendant Console windows 22 Lines area 17 Confirm transfer window 32 Connect button 10 16 Connected Clients tab 13 Connecting to TalkSwitch system 7 10 Connection indicator 10 Copyright information 2 44 D Deselect All button 26 Determining Attendant Console version number 8 21 Disconnect button 11 Disconnecting from TalkSwitch system 7 11 Double click Action area 25 Duration column 18 E Enable sound notification on a new call check box 24 Enable sound notification on a new text message check box 25 Enable when chat window is minimized option 24 Extension Calling 42 Extension states 20 Extension box 16 Extension Preferences tab 25 Extension ring group Paging 37 Extensions area 19 Extensions Sorting area 26 Extensions Ring Groups Display area 26 F Features and benefits 2 G General tab 27 Group paging 37 H HANG UP button 19 39 Hanging up 39 Hangup button 38 Hold Putting call on 30 Taking call off 30 HOLD button 19 30 INDEX I Icon states 6 Indicating Availability for chat 39 Intercom Paging 37 Intercom option 38 K Key box 14 L Line states 18 Lines area 17 Configuring 17 Toggling 17 Local extension Chatting with 39 Paging 37 Log on behavior area 27 Logging in Attendant Console Client 15 M Manually connecting to Tal
8. If the other user is not available the call is routed according to the configuration Transferring a call with a screened transfer 1 Ensure the other user is available by checking their extension icon in the Extensions area 2 Click TRANSFER The Transfer window appears Transfer Enter the number I Screened Cancel Alternatively you can right click the call in the My Calls area and then select Transfer ATTENDANT CONSOLE USER GUIDE 31 3 Specify the extension you want to transfer the call to You can either 32 e Enter the 3 digit extension number e Click Browse select the extension and then click OK TalkSwitch Attendant Console Please choose the number Ext 111 112 112 114 115 116 117 118 Name David Miller John Doe Jane Smith Molly Maid Mary Brown Harry Lee Grand 8 Toy L 121 Click Screened Status changes to Holding The CANCEL button in the My Calls area is enabled The other user s phone rings The Confirm transfer window appears Confirm transfer i Cancel To cancel the screened transfer while the other user s phone is ringing click the CANCEL button in the My Calls area When the other user answers tell them who is calling and then proceed as directed e Ifthe other user wants to take the call click Transfer You hear Call Transferred and the caller is connected to the other extension e Ifthe other user does not want to take the cal
9. a I a 38 Canceling a screened transfer 0 kaka aaa 38 MONE WO 22 cote setae S 39 Hanging upa Class m ae cae r er dues oa i a banda teeny ees 39 TE vac coveuussotess aouecasss T 39 Redirecting acall ccc ccc cc cece eee teen aaa 39 AL atau are ai en a aa enemas fas ee cee E as S 39 Indicating that you are not available for chat 40 Indicating that you are available for chat 40 Sending a text MeSSage Laika aaa aaa kaka eee eee eens 4 Call piss ka ar K a I a r a EE 42 Calling AO LMU Es ira a Sa sacs i S S 42 NDE 25 5 ii e E sect a S es ceaeeesas 43 TABLE OF CONTENTS CHAPTER 1 ABOUT ATTENDANT CONSOLE TalkSwitch Attendant Console is an application add on to the TalkSwitch system It allows you to monitor telephone lines VoIP lines and extensions and to perform call handling Call handling includes putting calls on hold and transferring parking and redirecting calls With Attendant Console you can also page users call users and chat with users through text messaging Attendant Console includes two components e Attendant Console Communications Manager connects Attendant Console to the TalkSwitch system Only one instance of Attendant Console Communications Manager is required per system e Attendant Console Client allows you to monitor telephone lines VoIP lines and extensions and to perform call handling Up to 64 instances of Attendant Console Client can be customized and used per system T
10. new text message if the Talking to window is minimized David Miller says Hello John 24 ATTENDANT CONSOLE CLIENT Sound Selecting the Enable sound notification on a new text message check box plays the selected wav file when you receive a new text message The Play icon plays the selected wav file The Browse button allows you to select the wav file Attendant Console comes with several wav files They are located in the Program Files TalkSwitch Attendant Console 1 10 Sounds folder Extension Preferences tab The Extension Preferences tab sets the action that occurs when you double click an extension icon The extension must be available for the action to occur The tab also sets up the Extensions area of the TalkSwitch Attendant Client window Client Preferences New Calls Chat Extension Preferences View General Double click Action Extensions Ring Groups Display One window for all extensions and ring groups O Separate tabs for local remote and ring group extensions Extensions Sorting By numbers By name Double click Action The Call option will place your extension and the extension you are calling in intercom mode and both extensions will ring The Chat option will open the Talking to window on your computer After you type and send the message it will pop up on the other user s computer ATTENDANT CONSOLE USER GUIDE 25 Extensions Ring Groups Display The One window for al
11. service is stopped the command toggles to Start the service Manually connecting to the TalkSwitch system i Right click the TalkSwitch Attendant Console Communications Manager icon in the system tray and then select Connect to TalkSwitch Once the connection is established users can start Attendant Console Client The command toggles to Disconnect from TalkSwitch Disconnecting from the TalkSwitch system 1 ATTENDANT CONSOLE USER GUIDE Right click the TalkSwitch Attendant Console Communications Manager icon in the system tray and then select Disconnect from TalkSwitch Users running Attendant Console Client get the following message indicating that Attendant Console Communications Manager is not connected The instances of Attendant Console Client then shut down The command toggles to Connect to TalkSwitch TalkSwitch Attendant Console X The application is closing down The Communications Manager is not connected to the PBX at this moment Please conntact your administrator and or try later Determining the Attendant Console version number 1 Right click the Attendant Console Communications Manager icon in the system tray and then select About TalkSwitch Attendant Communications Manager A window appears showing the version number TalkSwitch Alternatively you can choose Help gt About in the TalkSwitch Attendant Client window Removing the Attendant Console Communications Manager icon 1 Ri
12. A password prevents other users from logging in with the extension number The password can be 1 to 31 alphanumeric characters long 3 Optionally select the Administrator check box The Administrator permission level enables the View gt Communications Manager Options menu command in Attendant Console Client 12 ATTENDANT CONSOLE COMMUNICATIONS MANAGER CONNECTED CLIENTS TAB The Connected Clients tab shows users currently running Attendant Console Client as well as their permission levels The Admin user also appears if the Attendant Console Communications Manager Administration window was started on the computer running Attendant Console Communications Manager Attendant Console Communications Manager Administration Communication User Permissions Connected Clients Activation Connected Clients User name Client Type 112 Standard User Admin Admin User ATTENDANT CONSOLE USER GUIDE 13 ACTIVATION TAB The Activation tab allows you to permanently activate a demonstration version of Attendant Console Attendant Console Communications Manager Administration Communication User Permissions Connected Clients Activation Enter your activation key obtained from http activation talkswitch com You will require your System ID Y6IIMV9YRC v Cras Activating Attendant Console 1 Purchase a license code from a reseller or from shop talkswitch com 2 Go to activation talk
13. ONSOLE COMMUNICATIONS MANAGER Attendant Console Communications Manager runs as a Windows service and manages the exchange of information with the TalkSwitch system It does not need to be installed on a server class PC Only one instance of Attendant Console Communications Manager is required for the Attendant Console Client applications to exchange data with the TalkSwitch system ATTENDANT CONSOLE COMMUNICATIONS MANAGER ICON When Windows is started Attendant Console Communications Manager will automatically start and connect to the TalkSwitch system The Attendant Console Communications Manager icon will appear in the system tray The Icon state indicates the status of the Windows service and whether Attendant Console Communications Manager is connected to the TalkSwitch system Right clicking the icon displays a Pop up menu TalkSwitch Attendant Console software installation includes Apple Inc s Bonjour software for automatic discovery of TalkSwitch equipment on your network ATTENDANT CONSOLE USER GUIDE 5 Icon state Windows service stopped Attendant Console Communications fe Manager not connected to TalkSwitch system ah Windows service running Attendant Console Communications Manager not connected to TalkSwitch system Windows service running Attendant Console Communications r Manager connecting to TalkSwitch system Windows service running Attendant Console Communications ih Manager connected to TalkSwitch system P
14. TALKSWITCH SOFTWARE ATTENDANT CONSOLE USER GUIDE RELEASE 1 10 CT SA005 007902 ta gr ANSWERS WITH Ikswitch a wel INTELLIGENCE Copyright Information 2009 TalkSwitch a division of Centrepoint Technologies Inc All rights reserved TalkSwitch the TalkSwitch logo Concero answers with intelligence owner friendly seller friendly vendor friendly and channel friendly are registered trademarks or trademarks of Centrepoint Technologies Inc Reproduction adaptation or translation without prior written permission is prohibited except as allowed under the copyright laws Information in this user guide is subject to change without notice and does not represent any commitment on the part of TalkSwitch No part of this user guide may be reproduced or transmitted in any form or by any means electronic or mechanical including photocopying recording or information storage and retrieval systems or translated to another language for any purpose other than the licensee s personal use and as specifically allowed in the licensing agreement without the express written permission of TalkSwitch Bonjour the Bonjour logo and the Bonjour symbol are trademarks of Apple Computer Inc gt Bonjour Release 1 1 September 2009 CT SA005 007902 TABLE OF CONTENTS CHAPTER 1 ABOUT ATTENDANT CONSOLE Conventions Features and Benefits 0 0 ccc ccc cece cece ee cece eee eeeeeeee
15. VoiceMail Once the caller hangs up the call is removed from the My Calls area PARK UNPARK You can park a call so a user can answer it from any local extension Parking a call puts it on hold in a park orbit The TalkSwitch system has 10 park orbits 500 to 509 Parking a call 1 Select the call in the My Calls area The UNPARK button changes to PARK 2 Click PARK The call is placed in the next available park orbit and you hear Call parked at 50x e g Call parked at 505 Duration is cleared Status changes to Parked at 50x 3 Page the user to let them know they have a call parked at 50x See Page on page 37 If the phone at the requested extension cannot receive a page or you do not have overhead paging either send a text message to the user or physically tell them they have a call parked at 50x For example if you park a call for Bob and hear Call parked at 505 use the Page function and say Bob please pick up 505 ATTENDANT CONSOLE USER GUIDE 35 Answering a parked call using Attendant Console Client You can answer a parked call from any computer running Attendant Console Client 1 Click UNPARK The TalkSwitch Park Orbits window appears TalkSwitch Park Orbits Caller name l Caller number Orbit Duration Mary Brown 115 501 00 33 David Miller iti 500 01 23 2 Select the call 3 Click Unpark The call appears in the My Calls area Duration resets Status is Connec
16. ail so the caller can hear an announcement or leave a message without disturbing the user You can also transfer a call to your own voicemail so the caller can leave a message for you to check later Transferring a call to voicemail 1 Click VOICEMAIL The Voicemail Transfer window appears Voicemail Transfer Enter the number Browse You can also right click the call in the My Calls area and then select Voicemail 2 Specify the voicemail you want to transfer the call to You can either e Enter the 3 digit voicemail number e Click Browse select the voicemail and then click OK TalkSwitch Attendant Console Please choose the number Ext 111 112 113 114 115 116 117 118 171 Name David Miller John Doe Jane Smith Molly Maid Mary Brown Harry Lee Grand amp Toy i Cancel 3 Click Transfer You hear Call Transferred and the caller is connected to voicemail Status changes to VoiceMail Once the caller hangs up the call is removed from the My Calls area 34 USING ATTENDANT CONSOLE CLIENT Transferring a call to your own voicemail 1 Click VOICEMAIL The Voicemail Transfer window appears Voicemail Transfer Enter the number You can also right click the call in the My Calls area and then select Voicemail 2 Leave Enter the number blank 3 Click My Mailbox You hear Call Transferred and the caller is connected to your voicemail Status changes to
17. al remote and ring group extensions option 26 Setting Password 12 Permission level 12 Show Hide icon 22 Sound area 24 25 Starting Attendant Console Client 15 Online help 21 Windows service 6 Status column 18 Stopping Windows service 7 System requirements 3 T Taking Call off hold 30 Talking To window 40 TalkSwitch Attendant Client window 17 Closing 22 TalkSwitch Authentication window 16 TalkSwitch IP box 10 TalkSwitch Park Orbits window 36 46 TalkSwitch system Connecting to 7 10 Disconnecting from 7 11 Manually connecting to 7 10 Text message Sending 40 Text messaging 39 Toggling Lines area 17 Menu commands 22 Transfer Canceling screened 32 38 TRANSFER button 19 31 Transfer button 32 Transfer window 31 33 Transferring Call 31 Call to voicemail 34 Type column 18 U UNHOLD button 19 30 UNPARK button 19 35 Unparking Call 35 Updating Attendant Console 4 User Adding 11 Calling 42 Chatting with 39 Paging 37 Removing 12 User Guide Opening 21 User Permissions tab 11 Users Adding all 12 Using Attendant Console Client 29 V Version number Determining 8 21 View tab 26 Voicemail Transferring call to 34 VOICEMAIL button 19 34 Voicemail Transfer window 34 35 INDEX W Windows service Starting 6 Stopping 7 ATTENDANT CONSOLE USER GUIDE 47
18. call off hold UNHOLD TRANSFER Transfers a call to a local extension remote extension or extension ring group VOICEMAIL Transfers a call to your voicemail local extension voicemail remote extension voicemail or to general voicemail PARK UNPARK Puts a call on hold in a park orbit 500 509 or displays a list of parked calls PAGE Pages an extension ring group intercom or overhead PA system CANCEL Cancels a screened transfer while the other user s local extension is ringing HANG UP Disconnects the call EXTENSIONS AREA The Extensions area shows extension icons The extension icon shows the extension s state as described below The extension number and user s name appears with each extension icon The Extensions area can either show the local extensions remote extensions and extension ring groups all together or in separate tabs Bin ain A Qiu Bus Bus Au Ris David Miller John MacDonald Jake Lambert Cindy Lacombe Mary Brown Jackie Smith Josh Bindest Lola Maclntyre aw 45 A Avs Bi Sw As Inventory ATTENDANT CONSOLE USER GUIDE 19 Extension states 20 Solid green Solid green with note Red gray flashing fast Solid red with no receiver Solid red with note Solid red with receiver Solid red with receiver and note Gray Gray Green Blue The local extension is available to receive a call The local extension is available to receive a call or text message
19. d button 11 Adding All users 12 User 11 Administrator check box 12 After Page window 38 All users Adding 12 Answering Call on hold in park orbit 35 Attendant Console Activating 14 Updating 4 Attendant Console Client 15 Logging in 15 Starting 15 Attendant Console Communications Manager 5 Attendant Console Communications Manager Administration window 9 22 Opening 9 ATTENDANT CONSOLE USER GUIDE Attendant Console Communications Manager icon 5 Icon states 6 Pop up menu 6 Removing 8 Restoring 8 Attendant Console version number Determining 8 21 Attendant Console windows Configuring 22 Automatically start Attendant Console client when I log on to this computer check box 27 Availability for chat Indicating 39 B Blind button 33 Blind transfer 31 Bring the client to front on a new call check box 24 Browse button 24 25 32 33 34 37 By name option 26 By numbers option 26 43 Call Answering parked call 35 Hanging up 39 Parking 35 Putting on hold 30 Putting on hold in park orbit 35 Redirecting 39 Taking off hold 30 Transferring 31 Transferring to voicemail 34 Unparking 35 Call option 25 Calling Extension 42 CANCEL button 19 32 38 Cancel button 32 Canceling 32 Screened transfer 38 Chat Indicating availability 39 Chat option 25 Chat tab 24 Chatting With user 39 Client Preferences window 23 Opening 23 Close pop up after list 27 Closing TalkSwitch Attendant Client window 22 Color scheme area 27
20. eneees System REQUIFEMENIS Lek asai ai a a a k ai a i k dar Phone system Operating SVSICM sinter can eS Yarra r rima i Aid e a i a a anA Computer hardware LAN COMMPSOMAON ke rsass ss tac ar ais a i r ar L i r k i Updating Attendant Console Kiss kiai es i a r a i eee CHAPTER 2 ATTENDANT CONSOLE COMMUNICATIONS MANAGER Attendant Console Communications Manager Icon L kas Icon state Pop up menu Starting the Windows service LL ccc cece eect cece ence neces Stopping the Windows Service ccc cece cece cette eee e ee eeees Manually connecting to the TalkSwitch system Disconnecting from the TalkSwitch system 0 cc cece eee cece eens Determining the Attendant Console version number ee eee eee Removing the Attendant Console Communications Manager icon Restoring the Attendant Console Communications Manager icon Attendant Console Communications Manager Administration Window Opening the Attendant Console Communications Manager Administration WINGOW sa I ira rd i ai cee a irae wea grad weree yeas Communication tab Manually connecting to the TalkSwitch system Disconnecting from the TalkSwitch system ATTENDANT CONSOLE USER GUIDE User Permissions tab aaa aaa aaa aaa 11 Adding a USef Sa eis is i a a i r Sa se 11 REMOVING LU r epsa La as ks sr o i a a S 12 Adding all users ais ri a I LS a a a a eae eds 12 Removing all us
21. ers kaka cee eee cence ee aka aaa 12 Setting the password and permission level 12 Connected Clients tab LL ccc ee cece ence eee aa 13 ACUIVAUON taD 04004 a mok i a ews S La S a B a a 14 Activating Attendant Console 0 ccc ccc ccc cee aka as 14 CHAPTER 3 ATTENDANT CONSOLE CLIENT Starting Attendant Console Client 0 0 ccc ccc cee cece cence eee eee 15 Talkswitch Attendant Client Window aaa 17 LIMES IA ai ai Sieh ee hol eens i a a i a wena wade aa 17 Toggling the Lines area 2 ccc aaa cence aaa 17 Configuring the Lines area aaa ce eee aaa 17 Line STAL S Lik rini ei as asi rar i ad i r aa i i r as 18 M CANS dl Gd Liss si rie r a I aa SS S a S r es eseres 18 WIV CANS S La aa iai aad ri i a a i a eas 18 M Cals DOM Laris asa ss ra o a a e a ied 19 EXICNGIONS AO As a a a PS L Ya a a S i 19 Extension LO ES 550555 2425 51 ai r a a r i r Sa S S ress 20 Get NE Da eto cease ones r i Co i i ENRE NIEA 21 Starting online help Like i is iii a i a beaded 21 Opening the user guide LL cece ee eee cece eneeeeeees 21 Determining the Attendant Console version number L 21 Configuring Attendant Console WindowS aka 22 Toggling the menu commands kaka aaa aks 22 Closing the TalkSwitch Attendant Client window 000 cee 22 Opening the Attendant Console Communications Manager Administration Window LL cece ccc cece cece eee tee aa 22 Client Preferences WindOW
22. ght click the Attendant Console Communications Manager icon in the system tray and then select Exit The icon is removed from the system tray however Attendant Console Communications Manager remains in its state service running or stopped connected or disconnected from TalkSwitch Restoring the Attendant Console Communications Manager icon 1 Click Start gt Programs gt TalkSwitch Attendant Console 1 10 gt TalkSwitch Attendant Console Server Tray The icon appears in the system tray 8 ATTENDANT CONSOLE COMMUNICATIONS MANAGER ATTENDANT CONSOLE COMMUNICATIONS MANAGER ADMINISTRATION WINDOW The Attendant Console Communications Manager Administration window contains the parameters for the connection with the TalkSwitch system the user permission levels and a list of users who are connected to Attendant Console It also allows you to activate a demonstration version of Attendant Console The window contains the following tabs e Communication tab e User Permissions tab e Connected Clients tab e Activation tab Opening the Attendant Console Communications Manager Administration window 1 Right click the Attendant Console Communications Manager icon and then select Configuration The Attendant Console Communications Manager Administration window appears Alternatively you can choose View gt Communications Manager Options in the TalkSwitch Attendant Client window COMMUNICATION TAB The Communication tab shows
23. he figure below shows the main TalkSwitch Attendant Client window TalkSwitch Attendant Console Client 111 Online File view Chat Help LINES OLine 1 Line 5 o Line 2 Line 6 Line3 Line 8 Line 4 o Line 8 MY CALLS VoIP 1 VoIP5 VoIP 2 VoIP6 VoIP3 VoIP VoIP 4 VoIP8 David Miller Number 111 Duration Status TRANSFER VOICEMAIL LOCAL EXTENSIONS REMOTE EXTENSIONS RING GROUPS Bin Biv David Miller John Doe 411 4 5 A Jane Smith 4 Qiu Molly Maid Bix ATTENDANT CONSOLE USER GUIDE Bus Mary Brown Rv Bis Harry Lee B12 417 41 Bis As a CONVENTIONS TalkSwitch documents use the following conventions Italic Italicized text highlights field names and indicates references to other TalkSwitch documents Bold Bolded text highlights menu commands window names and button names Italic Italicized text in quotes highlights TalkSwitch system voice prompts heard over a telephone lt Italic gt Italicized text in brackets highlights text for you to type FEATURES AND BENEFITS Attendant Console has the following features and benefits e Uses drag and drop to call or transfer a call to another local extension remote extension or extension ring group e Displays the status of the local extensions i e available for call available for chat ringi
24. ications and paste them into the chat window 3 Press Enter or click Send Your message moves to the upper text box The upper text box will show all messages sent by both users Talking to 115 Mary Brown lt David Miller gt 12 06 2007 at 11 06 50 Hello Mary Depending on the other user s client preferences a pop up notification appears on their screen and a tone sounds on their computer David Miller says Hello Mar ATTENDANT CONSOLE USER GUIDE 41 4 The other user clicks the pop up notification or the Talking To icon in the task bar Their Talking To window appears and they can type and send a response Talking to 111 David Miller lt David Miller gt 12 06 2007 at 11 09 42 Hello Mary 2 06 2007 at 11 09 42 CALL The Call feature allows users running Attendant Console Client to call each other even if they are not available to chat You can call a local extension remote extension or extension ring group Calling another user i 42 Right click the other user s extension icon in the Extensions area and then select Call The extension you are calling and your extension enter intercom mode and both extensions ring Alternatively you can click and drag the other user s extension icon to the My Calls area USING ATTENDANT CONSOLE CLIENT INDEX A About Attendant Console 1 Activate button 14 Activating Attendant Console 14 Activation tab 14 Add All button 12 Ad
25. ick CANCEL USING ATTENDANT CONSOLE CLIENT HANG UP You can hang up a call when Status is Connected or Ringing Hanging up a call 1 Select the call in the My Calls area 2 Click HANG UP The call ends REDIRECT If another extension is receiving a call its extension icon will flash red If you know the other user isn t available you can redirect the call to your extension If a local extension is receiving a call its extension icon will flash red If an extension ring group is receiving a call all the extension icons of its local extensions will flash red However the extension icon of the extension ring group itself will not flash Redirecting a call 1 Right click the extension icon that is flashing red and then select Redirect The call will be transferred to your extension CHAT The Chat feature provides instant text messaging between users running Attendant Console Client It can be used to confirm the availability of a recipient before transferring calls exchanging essential information sending and receiving links and an endless variety of other purposes Chat is your private channel to manage your calls and callers You are automatically made available for chat when you start Attendant Console Client However you can indicate that you are not available for chat if you don t want to be disturbed If you are available for chat a note icon appears on your extension icon in the Extensions area If you are u
26. ick the call in the My Calls area Example David Miller is talking to Mary Brown Duration shows the connect time Status shows Connected MY CALLS Duration ET 00 32 Connected o SS HOLD TRANSFER VOICEMAIL CANCEL HANG UP EXTENSIONS E JERR 4 0 As Qiu Bus Bic Su Bis David Miller John Doe Jane Smith Molly Maid Mary Brown Harry Lee Grand amp Toy 8300 30 USING ATTENDANT CONSOLE CLIENT David puts Mary on hold by clicking the HOLD button The HOLD button changes to UNHOLD Duration resets to show the hold time Status changes to Holding MY CALLS UNHOLD TRANSFER UNPARK EXTENSIONS Bins David Miller Do Bis Harry Lee Bi Jane Smith Qiu Molly Maid Bus Mary Brown Qin John Doe 417 Grand amp Toy Bus David takes Mary off hold by clicking the UNHOLD button The UNHOLD button changes to HOLD Duration returns to the connect time Status changes to Connected TRANSFER You can transfer a call to another extension so the caller can speak to the user You have two transfer options e Screened transfer A screened transfer lets the user at another extension decide whether to take the call If the other user does not want to take the call tell the caller that the user is not available and then suggest other options e Blind transfer A blind transfer does not let the user at the other extension decide whether to take the call
27. iscover the IP address the user must manually enter the address from the Communications Manager IP Address list Port The Port box shows the connection port number If required users will enter this into the Communications Manager Port box when starting the client Manually connecting to the TalkSwitch system 1 Click the Connect button The button toggles to Disconnect Alternatively you can right click the TalkSwitch Attendant Console Communications Manager icon in the system tray and then select Connect to TalkSwitch Once the connection is established users can start Attendant Console Client 10 ATTENDANT CONSOLE COMMUNICATIONS MANAGER Disconnecting from the TalkSwitch system 1 Click the Disconnect button The button toggles to Connect Alternatively you can right click the TalkSwitch Attendant Console Communications Manager icon in the system tray and then select Disconnect from TalkSwitch Users running Attendant Console Client get the following message indicating that Attendant Console Communications Manager is not connected The instances of Attendant Console Client then shut down TalkSwitch Attendant Console X The application is closing down The Communications Manager is not connected to the PBX at this moment Please conntact your administrator and or try later USER PERMISSIONS TAB The User Permissions tab shows the users who have permission to run Attendant Console Client as well as their permissi
28. kSwitch system 7 10 Menu commands Toggling 22 Minimize button area 27 Minimize to the system tray option 27 Minimize to the task bar option 27 My Calls area 18 My Mailbox button 35 N Name column 18 Never option 23 New Calls tab 23 Notification pop up timer area 27 Number column 18 0 One window for all extensions and ring groups option 26 Online help Starting 21 ATTENDANT CONSOLE USER GUIDE Only when client is minimized option 23 Opening Attendant Console Communications Manager Administration window 9 22 Client Preferences window 23 User Guide 21 Overhead Paging 37 Overhead option 38 P PA system Paging 37 PAGE button 19 37 Page window 37 Paging Extension ring group 37 Group paging 37 Intercom 37 Local extension 37 Overhead PA system 37 User 37 PARK button 19 35 Parking Call 35 Password Setting 12 Password box 12 16 Permission level Setting 12 Play icon 24 25 Pop up menu 6 Pop up Tray Notification area 23 24 Port box 10 Properties button 12 Properties window 12 Putting Call on hold 30 Call on hold in park orbit 35 R Redirecting Call 39 45 Removing Attendant Console Communications Manager icon 8 User 12 Restoring Attendant Console Communications Manager icon 8 Ring group option 37 S Save password check box 16 Screen Priority area 24 Screened button 32 Screened transfer 31 32 Canceling 32 38 Select All button 26 Sending Text message 40 Separate tabs for loc
29. l click Cancel You are reconnected to the caller After telling them that the user is not available you can suggest other options USING ATTENDANT CONSOLE CLIENT Transferring a call with a blind transfer 1 Drag the call from the My Calls area onto an extension icon in the Extensions area You hear Call Transferred and the caller is connected to the other extension If the other user is not available the call is routed according to the configuration The call is removed from the My Calls area Alternatively you can use the following procedure 1 Click TRANSFER The Transfer window appears Transfer Enter the number Screened Cancel You can also right click the call in the My Calls area and then select Transfer 2 Specify the extension you want to transfer the call to You can either e Enter the 3 digit extension number e Click Browse select the extension and then click OK TalkSwitch Attendant Console Please choose the number Ext Name 111 David Miller 112 John Doe 113 Jane Smith 114 Molly Maid 115 Mary Brown 116 Harry Lee 117 Grand amp Toy 116 121 3 Click Blind You hear Call Transferred and the caller is connected to the other extension If the other user is not available the call is routed according to the configuration The call is removed from the My Calls area ATTENDANT CONSOLE USER GUIDE 33 TRANSFER TO VOICEMAIL You can transfer a call to voicem
30. l extensions and ring groups option displays the local extension icons remote extension icons and extension ring group icons all together in the Extensions area The Separate tabs for local remote and ring group extensions option displays the local extension icons remote extension icons and extension ring group icons in separate tabs in the Extensions area Extensions Sorting The By numbers option sorts the extensions by extension number The By name option sorts the extensions by user name View tab The View tab allows you to select the telephone lines VoIP lines and extensions that appear in the TalkSwitch Attendant Client window Client Preferences New Calls Chat Extension Preferences View General Select lines to view en mnt Select Al Line 2 Line 3 Deselect All Line 4 Line 5 Line 6 Select extensions and ring groups to view Ext 117 a a ie a E Ex 12 Ext 122 al Ext 123 Ext 124 Ext 125 Ext 126 Ext 127 Ext 128 Ext 151 v Clicking Select All selects all the lines VoIP lines and extensions Clicking Deselect All clears all the lines VoIP lines and extensions 26 ATTENDANT CONSOLE CLIENT General tab The General tab sets how the TalkSwitch Attendant Client window is minimized whether Attendant Console Client starts automatically after Windows is started the duration of pop up messages and the color scheme Client Prelternences Hew Cay Chat Exten
31. natively mousing over the title bar will cause the hidden menu commands to appear Closing the TalkSwitch Attendant Client window 1 Choose File gt Exit The TalkSwitch Attendant Client window closes Opening the Attendant Console Communications Manager Administration window Only users with Administrator permission level can open the Attendant Console Communications Manager Administration window from Attendant Console Client 1 Choose View gt Communications Manager Options The Attendant Console Communications Manager Administration window appears Alternatively you can also right click the Attendant Console Communications Manager icon and then select Configuration This is available on the server only 22 ATTENDANT CONSOLE CLIENT CLIENT PREFERENCES WINDOW The Client Preferences window contains the following tabs e New Calls tab e Chat tab e Extension Preferences tab e View tab e General tab Opening the Client Preferences window 1 Choose View gt Client Preferences The Client Preferences window appears New Calls tab The New Calls tab sets how Attendant Console Client reacts when you receive a new call Attendant Console Client Options n x x New Calls Chat Extensions View Preferences General Pop up Tray Notification Never Only when client is minimized Sound Enable sound notification on a new call C Program Files TalkSwitch Atten b Screen Priority
32. navailable the note icon is removed from your extension icon You can only chat with a user at a local extension not with a user at a remote extension or extension ring group ATTENDANT CONSOLE USER GUIDE 39 In the following examples David Miller 111 and Mary Brown 115 are available for chat and David will send Mary a message The other users are unavailable for chat EXTENSIONS Au r r r Biss David Miller John Doe Jane Smith Molly Maid Mam Brown Indicating that you are not available for chat 1 Right click your extension icon and then select Unavailable for chat The note icon is removed from your extension icon as shown below and other users will not be able to send you text messages 2 Alternatively you can choose Chat gt Unavailable for chat Indicating that you are available for chat 1 Right click your extension icon and then select Available for chat The note icon is added to your extension icon as shown below and other users can send you text messages 2 Alternatively you can choose Chat gt Available for chat Sending a text message 1 Right click the other user s extension icon in the Extensions area and then select Chat The Talking To window appears Talking to 115 Mary Brown 40 USING ATTENDANT CONSOLE CLIENT 2 Type your message into the lower text box Talking to 115 Mary Brown O MN Hello Mary You can also copy text and or hyperlinks from other appl
33. nects you to an overhead public address system For this option to work the TalkSwitch unit must be connected to an overhead public address system Paging an extension ring group R Click PAGE The Page window appears O Intercom L O Overhead Cancel Select the Ring group option Enter the extension ring group number 300 309 or click Browse to select an extension ring group from the list ATTENDANT CONSOLE USER GUIDE 37 4 5 6 After Page Click Page The After Page window appears Pick up your handset and make your announcement Click Hangup to end the page Paging an intercom 1 2 Click PAGE The Page window appears Select the Intercom option Enter the user s extension number or click Browse to select an extension from the list Click Page The After Page window appears Pick up your handset and make your announcement Click Hangup to end the page Paging with an overhead public address system 1 Click PAGE The Page window appears 2 Select the Overhead option 3 Click Page The After Page window appears 4 Pick up your handset and make your announcement 5 Click Hangup to end the page CANCEL You can cancel a screened transfer while the other user s phone is ringing See Transferring a call with a screened transfer on page 31 Canceling a screened transfer 1 After clicking Screened but before the other user answers their phone 38 cl
34. ng on hold parked busy or do not disturb e Allows you to monitor and easily engage any call in your call queue and to redirect a call to your local extension e Provides instant text messaging between Attendant Console users Confirm availability before transferring calls exchange essential information send and receive links the chat feature is your private channel to manage your calls and callers e Offers a custom user interface with your choice of colors and sounds e Displays your selection of telephone lines VoIP lines local extensions remote extensions and extension ring groups e Eliminates the high cost of hardware based manual switchboards e Has an easy to use interface that requires minimal training of the operator and reduces the chance of error e Makes call transactions quickly for improved customer satisfaction 2 ABOUT ATTENDANT CONSOLE SYSTEM REQUIREMENTS Phone system TalkSwitch VS CVA or 48 CA model phone system running fully updated software and firmware TalkSwitch phone system software for your region and language is available via the Downloads links at http global talkswitch com Operating system e Windows 2000 e Windows XP e Windows Vista 32 bit e Server 2003 Computer hardware Attendant Console Attendant Console Client Communications Manager Recom Recom mended mended 30MB a 30MB 30MB 512MB 256MB 512MB L 3 L Js 4 L 2 r 3 0 1GHz 0 2 GHz 0 400 MHz
35. on levels You can add or remove users and can assign passwords and permission levels Attendant Console Communications Manager Administration Communication User Permissions Connected Clients Activation Users User name Client Type 111 David Miller Admin User 112 John Doe Standard User 113 Jane Smith Standard User 114 Molly Maid Standard User 115 Mary Brown Standard User 116 Harry Lee Standard User Standard User Standard User Uncheck All Check All sh Adding a user 1 Select the check box beside the user name The Properties window appears 111 Properties Password Administrator Cancel ATTENDANT CONSOLE USER GUIDE 11 2 Optionally enter a password in the Password box A password prevents other users from logging in with the extension number The password can be 1 to 31 alphanumeric characters long 3 Optionally select the Administrator check box The Administrator permission level enables the View gt Communications Manager Options menu command in Attendant Console Client Removing a user 1 Clear the check box beside the user name Adding all users 1 Click the Check All button Removing all users 1 Click the Uncheck All button Setting the password and permission level 1 Select the user name and then click the Properties button The Properties window appears 111 Properties Password 2 Optionally enter a password in the Password box
36. ons Manager Use the port number from the Port box in the Communication tab of the Attendant Console Communications Manager Administration window Click the Connect button The TalkSwitch Attendant Client window appears ATTENDANT CONSOLE CLIENT TALKSWITCH ATTENDANT CLIENT WINDOW The TalkSwitch Attendant Client window shows the telephone lines VoIP lines and extensions and allows you to perform call handling The window is divided into three areas e Lines area e My Calls area e Extensions area LINES AREA The Lines area lists all your telephone lines and VoIP lines They are represented with an indicator light and the number of the line The indicator light shows the line state The Lines area can be hidden or shown Telephone lines can be displayed with the default label or with the associated phone number If you mouse over a telephone line after it starts ringing and the Caller ID has been captured the window will display the Caller ID information LINES g 2 line2 Line3 Line 1 o iar VoIP1 VoIP2 VoIP 3 VoIP 4 Line 5 Line 6 Line V Show default labels VoPE VoIP 7 VolPB Toggling the Lines area 1 To hide the Lines area choose View gt Minimize Phone Lines 2 To show the Lines area choose View gt Maximize Phone Lines Alternatively you can hide and show the Lines area by clicking the icon in the top right corner of the area Configuring the Lines area
37. op up menu Right clicking the Attendant Console Communications Manager icon displays a pop up menu that allows you to e Start or stop the Windows service e Manually connect to or disconnect from the TalkSwitch system e Open the Attendant Console Communications Manager Administration window e Open the TalkSwitch Attendant Client window e Determine the Attendant Console version number e Remove the Attendant Console Communications Manager icon Starting the Windows service The Windows service must be running in order for Attendant Console Communications Manager to connect to the TalkSwitch system 1 Right click the TalkSwitch Attendant Console Communications Manager icon in the system tray and then select Start the Service Once the Windows service is started the command toggles to Stop the service 6 ATTENDANT CONSOLE COMMUNICATIONS MANAGER Stopping the Windows service i Right click the TalkSwitch Attendant Console Communications Manager icon in the system tray and then select Stop the Service Users running Attendant Console Client get the following message indicating that Attendant Console Communications Manager has shut down If they click Yes Attendant Console Client will attempt to reconnect If they click No then Attendant Console Client shuts down TalkSwitch Attendant Client Attendant Console Communications Manager has shut down Would you like to try re establishing the connection Once the Windows
38. switch com 3 When prompted enter the license code 4 When prompted enter the system ID from the Activation tab The activation key will appear 5 Enter the activation key into the Key box of the Activation tab and then click Activate A confirmation window appears and requests a reboot of the TalkSwitch system to complete the process 6 Click OK 14 ATTENDANT CONSOLE COMMUNICATIONS MANAGER CHAPTER 3 ATTENDANT CONSOLE CLIENT Attendant Console Client allows you to monitor telephone lines VoIP lines and extensions and to perform call handling Up to 64 instances of Attendant Console Client can be customized and used per system The TalkSwitch Attendant Client window shows the telephone lines VoIP lines and extensions and allows you to perform call handling You can customize Attendant Console Client using the Client Preferences window STARTING ATTENDANT CONSOLE CLIENT Before starting Attendant Console Client e The Windows service of Attendant Console Communications Manager must be running See Starting the Windows service e Attendant Console Communications Manager must be connected to the TalkSwitch system See Manually connecting to the TalkSwitch system on page 7 1 Start Attendant Console Client using one of the following methods e Double click the TalkSwitch Attendant Client icon on your Desktop 22 TalkSwitch Attendant Client 1 10 e Click Start gt Programs gt TalkSwitch Attendant Console
39. ted The call is removed from the My Calls area of the user who parked the call Answering a parked call using a local extension You can answer a parked call from any local extension 1 If the local extension has Direct Line Access enabled press the Flash button 2 Press and then press the park orbit number 500 to 509 For example Bob hears the page saying Bob please pick up 505 Using any local extension he presses 505 The caller is connected to Bob at that extension 36 USING ATTENDANT CONSOLE CLIENT PAGE You have three options for paging Ring group Paging an extension ring group i e group paging causes all the phones in the extension ring group to automatically answer in speaker mode to receive the page The phones answer in one way audio mode to sound the announcement but do not permit the users to reply For this option to work the phones in the extension ring group must support group paging The TalkSwitch TS 80 TS 200 TS 400 and TS 600 phones do support group paging Intercom Paging an intercom causes the user s phone at the extension to automatically answer in speaker mode to receive the page The phone answers in two way audio mode to sound the announcement and permits the user to reply For this option to work the phone at the extension must support intercom paging The TalkSwitch TS 80 TS 200 TS 400 and TS 600 phones do support intercom paging Overhead Overhead paging con
40. the state of the connection to the TalkSwitch system contains the connection parameters and allows you to connect to or disconnect from the TalkSwitch system Attendant Console Communications Manager Administration Communication User Permissions Connected Clients Activation TalkSwitch Connection Options TalkSwitch IP 0 Connected Disconnect Client Connection Options Communications Manager IP Address 192 168 0 160 m Port TE ATTENDANT CONSOLE USER GUIDE 9 Connection The Connection indicator has three states e Green indicates Attendant Console Communications Manager is connected to the TalkSwitch system e Yellow indicates Attendant Console Communications Manager is connecting to the TalkSwitch system e Red indicates Attendant Console Communications Manager is disconnected from the TalkSwitch system TalkSwitch IP Attendant Console Communications Manager auto discovers the TalkSwitch IP address This is the IP address of the TalkSwitch unit You only need to enter it manually if the TalkSwitch unit cannot be discovered Communications Manager IP Address The Communications Manager IP Address list shows the IP address of the NIC network interface card in the computer running Attendant Console Communications Manager Attendant Console Client will auto discover the Communications Manager IP Address when started If Attendant Console Client is connecting from a remote location and cannot auto d
41. tion Preference View General anarmos ballon GE Mirimize to the tack bai I Minimize ka the ppitem bay Log an behian Druma Hal Atberdart oreraa chert va laig nen bai Ibis monger Notification popup tines Ciise popup aler TU racord Coke pren gay Minimize button The Minimize to the task bar option will minimize the TalkSwitch Attendant Client window to a task bar icon as shown below TalkSwitch Attendant The Minimize to the system tray option will minimize the TalkSwitch Attendant Client window to a system tray icon as shown below H Click the task bar icon or system tray icon to restore the window Log on behavior Selecting the Automatically start Attendant Console client when I log on to this computer check box will automatically start Attendant Console Client after you start Windows Notification pop up timer The Close pop up after list sets how long a notification message will remain on your computer when you receive a call or chat Choices range from 5 seconds to 30 seconds Color scheme The green gray blue and silver options set the color scheme of the TalkSwitch Attendant Client window ATTENDANT CONSOLE USER GUIDE 27 CHAPTER 4 USING ATTENDANT CONSOLE CLIENT Attendant Console Client provides all of the functions required for handling incoming and outgoing calls The call handling functions are available by right clicking a call in the My Calls area or by using the b
42. uttons MY CALLS Number Duration Status UNPARK The call handling functions include e Hold Unhold e Transfer e Transfer to Voicemail e Park Unpark e Page e Cancel e Hang Up e Redirect You can also Chat with another user through text messaging or can Call another user These functions are available by right clicking an extension in the Extensions area EXTENSIONS E JERN Biv i Bis Bus Bic Suv Ris David Miller John Doe Jane Smith Molly Maid Mary Brown Harry Lee Grand amp Toy As ATTENDANT CONSOLE USER GUIDE 29 HOLD UNHOLD You can put a call on hold so you can hang up without losing the caller This way you can answer another call call someone else or speak privately to someone in your office You can have multiple calls on hold at once Take a call off hold to speak with the caller Putting a call on hold 1 Click HOLD The HOLD button changes to UNHOLD Duration resets to show the hold time Status changes to Holding Alternatively you can right click the call in the My Calls area and then select Hold You can also double click the call in the My Calls area Taking a call off hold 1 Ifyou have multiple calls on hold select the call in the My Calls area 2 Click UNHOLD The UNHOLD button changes to HOLD Duration returns to the connect time Status changes to Connected Alternatively you can right click the call in the My Calls area and then select Un Hold You can also double cl
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