Reception Console User Guide
Contents
1. The Link column lets you select the calls to be linked for a Consulted Transfer and 3 Way Conference You select the calls to link by clicking in the link column cell for the required call record row a The appearance of a chain link symbol indicates activation of this option Clicking again in the cell will toggle link option Line Number Column The Line Number column indicates the virtual line number allocated to the call The color of the number indicates the Call Status Call To Called Party Information Column The Call To column identifies the name of the party being called by the operator A name will typically be displayed when the operator dials an internal number that is in the Contacts Directory A number is displayed for calls made to persons not in the Contacts Directory and for most external calls Extension Number The Extension Number column displays the actual number dialed by the operator for internal calls Page 21 of 40 Reception Console v 13 1 Call From Calling Party Information Column CALL FROM The Call From column identifies the person calling the operator For internal calls this will be the contact name assigned to the extension number in the Contacts Directory or the extension number itself if no name has been assigned For external calls the caller s number will be displayed unless the number is blocked private Call Status Column CALL STATUS Active The Call Status col2. Reception Console Call History Dialed Calle i Received Calls Missed Calle Dialed Calls Mame Number Time User Regular 4605 242 PM User Regular 4604 2 42 PM Received Calls To see received calls click the RECEIVED CALLS tab Records contain the following information e The name of the Caller for internal numbers where available from the company directory The number of the Caller for external numbers or for internal numbers when no name is available e The number the caller e The time of the call Page 8 of 40 Reception Console v 13 1 Y Reception Console Call History Dialed Calls Received Calls Missed Calls Received Calls Mame Number Time Useri Regular 4604 9 18 AM Missed Calls To see missed calls click on the MISSED CALLS tab Records contain the following information e The name of the Caller for internal numbers where available from the company directory The number of the Caller for external numbers or for internal numbers when no name is available The number of the caller The time of the call Y Reception Console Call History Dialed Calls Received Calls Missed Calls Missed Calle Name Number Time User Regular 7204974608 1 33 Phi Page 9 of 40 Reception Console v 13 1 Other Click the Other tab to view your average hold time and the number of times you have transferred a call Click the refresh button to update statistics Reception Console Call History Dia
3. 1 Ifyou have not saved your username and password enter it here If you are unsure of your username and password please contact your service provider 2 Press the LOGIN button Main Interface After you login successfully the main interface of Reception Console will be displayed The main interface is separated into the following five sections Information Panel Conta Switchboard Panel Contact Directory Panel Call Options Panel Call Control Panel LOGGED IN AS 5552221000 MONDAY JANUARY 29 2007 7 52 07 AM FULLSCREEN FILE VIEW TOOLS HELP LINK LINE CALL FROM CALL STATUS SWITCHBOARD COMPANY NOTES i LAST NAME 8 FIRST NAME PHONE MOBILE NOTES fest1000 6552221000 Test1001 5552221001 Test1002 5552221002 Test1003 5552221003 Test1004 5552221004 x o L oO w a E o Es E e o ALPHABETICAL INDEX ENTERPRIS Y CALL OPTIONS CALL CONTROL Page 6 of 40 Reception Console v 13 1 Information Panel This panel is located at the top of the application and is visible at all times The panel contains the following information e Window Control Buttons Minimize Restore Maximize Full screen e Time and Date Labels e Menus File View Tools Help You will notice that more elements are present in the Information Panel after login Before Login MONDAY JANUARY 29 2007 7 53 46 All FULLSCREEN BJ PSS wawi EL After Login LOGGED INAS 56522771000 MONDAY JANUARY 29 2007 7 53 05 Ahl FUL
4. cccccceesseeeeeeeseeeseeesseesceenseeeeeeaseeeeeeaseeesoenseeesonsseessoenseessooags 31 Using Speed WA ICC 32 AGANG SD CCC DIAS ts 32 UT PESO it 33 Page 2 of 40 Reception Console v 13 1 PTVS WE TUNG a e UE 33 o BE 34 le Geteste EE 34 Ending a C TEE 35 BS HIG RAN SIGN eea a a 35 Consulted Trans tuu Eege 36 V lic emaill Transe E 36 Ee EE 37 B Way CONTerence sii tada 37 EE EE EE 38 FIOIOING CONEA EE 38 FAR Strand a CON TEENS Ay EE 38 ENOING a CONCIENCIA aan 39 CODING NOS a 39 GOMPANY e 39 COmPany NOTES a o e a alas 39 tee 40 Page 3 of 40 Reception Console v 13 1 Welcome The Reception Console is a carrier class IP Telephony Attendant Console for use by receptionists or telephone attendants who manage and screen inbound calls for enterprises The Reception Console is a feature rich desktop application that is fully integrated with the TelPack platform The application delivers the following benefits to users Easy to use design that follows the workflow of a call from the top to the bottom of the screen Intuitive business processes as only valid options are presented to the attendant Professional call handling as critical information is available in real time Accurate delivery of messages via a one step process when people are unavailable Page 4 of 40 Reception Console v 13 1 Getting Started After you have installed Reception Console you should read the following topics to start using its many
5. Login This section has six components that may be altered Login Title Bar Logo Login Title Bar Color Login Title Bar Font Color Login Title Bar Icon Color Login Background Panel Image Login Panel Logo St ogg A5 23 Title Bar Logo The logo should ideally be 40 pixels in height By default the logo is set to align to the bottom left hand corner of the title bar panel To change this alignment simply add white space to the bottom of your logo graphic file This element can only be modified with a gif or jpeg file Using a transparent gif will enable you to make your logo independent of the title bar panel color Other graphic files such as jpegs will need you to amend the Login Title Bar Panel Color to a color that matches your logo file background Changes made to the logo are also reflected in the main interface title bar Title Bar Color This change is also reflected in the main interface title bar not just the login title bar The color of the title bar is usually altered in conjunction with a re branding of the interface with a corporate logo Page 17 of 40 Reception Console v 13 1 Title Bar Panel Font Color The logged in as time amp date stamp text logout help call history and options title text are all modified by modifying the color of this element This text would ideally be changed to white for darker title bar panel colors or black for lighter title bar panel colors All you need to do is ensure that t
6. features quickly and easily e First Use e Subsequent Use First Use When starting Reception Console for the first time several items need to be correctly configured or checked These steps are outlined in this section To start Reception Console on subsequent occasions follow the procedure in the topic entitled Subsequent Uses Click on the Reception Console shortcut on your desktop which should be displayed as From the Start Menu navigate to Start Reception Console Reception Console You will be presented with the following login interface Y Reception Console WEDNESDAY JANUARY 17 2007 9 22 02 AM FULLSCREEN FILE VIEW TOOLS HELP USERNAME PASSWORD Click on the TOOLS button and then OPTIONS located in the top right hand corner of the login screen 1 Click on the CONNECTION tab and enter your service provider URL 2 Click on the ACCOUNTS tab and enter your service provider username and password If you are unsure of your user name and password contact your service provider 3 You can also select the SAVE USERNAME and SAVE PASSWORD option so that your username and password will be remembered on your machine Subsequent Use From the Start Menu navigate to Start Reception Console Reception Console You will be presented with the following login interface Page 5 of 40 Reception Console v 13 1 3 Reception Console MONDAY JANUARY 29 2007 7 50 26 AM FULLSCREEN FILE VIEW TOOLS HELP LOG IN
7. area To undertake a keyword search perform the following steps 1 Click inside the Text Search area of the Contacts Directo TRL MAME SEARCH RESET 2 Enter a keyword or part thereof 3 Select a search criteria filter from the Search Criteria Filter Drop Down area section of the Contacts Directory Available criteria filters are Full Name a combination of the first and last name default Last Name First Name Extension Phone No Mobile Department or Notes The Phone number option will search for a matching contact s extension number or mobile FULL WAKE FULL HAME LAST HAME FIRST MAME EXTENSION PHONE HO MOBILE DEPARTMENT HOTES number 4 Press the Search button Page 25 of 40 Reception Console v 13 1 5 Press the Reset button to remove the effects of previous Searches and Filters Reception Console returns filters to the contacts matching the search criteria in the Contacts Directory Column Search Ascending Descending FIRST HAME ss FIRST HAME Bob sophie Carlos Rico Greg Liz Hugh Jill James James Jill Hugh Liz Greg Rico Carlos sophie Bob To undertake a column search use the following steps 1 Click the top of a column in the Contacts Directory to order the contacts in an ascending order for that column Words are ordered alphabetically numbers are ordered numerically 2 Click the column again to order the contacts in a descending order Page 26 of 40 Reception C
8. clicking OK Deleting Speed Dials To delete a speed dial use the following steps 1 LIST VIEW EDIT DELETE 2 Select an entry 3 Click the Delete button 4 Amessage box is displayed to confirm delete Delete Are You sure You vant to delete this entry 5 Clicking YES will delete the speed dial entry Answering a Call To answer a Call perform the following steps Note that you must have a phone from the supported phones list otherwise undesirable behavior may occur Contact your service provider for further information 1 Double click the incoming call record row on the Switchboard Panel Ringing In 2 Reception Console will then indicate the new Call Status and then you may proceed to perform Call Control activities such as transferring a call placing a call on hold and ending a call Page 33 of 40 Reception Console v 13 1 Active old To place a call on hold use the following steps L 1 Click the Hold button from the Call Control Panel HOLD du 2 This will place the active call in the Switchboard Panel on hold and changes the Call Status from Active y On Hold 00 02 This is useful when you need to perform other procedures such as Consulted Transfer or when locating people The Calling Party is muted during this operation and will hear the Music on Hold Un Holding Calls To remove a call from hold use the following steps 1 Select the call you wish to remove fr
9. on the ABOUT tab to find version information and read the general disclaimer for Reception Console The information displayed is as follows e Reception Console Version e Reception Console Disclaimer Reception Console Options Messaging Day Night Mode Theme ji About General Accounts Connection Version Reception Console 13 1 Mi Build 64 Revision 1 Disclaimer Warning This computer program is protected by copyright law and international treaties Unauthorized reproduction or distribution of this program or any portion of t may result in severe civil and criminal penalties and ve ill be prosecuted to the maximum extent possible under the law Copyright 2006 Broad ott All Rights Reserved Broad Yorks and BroacdiVvorks Receptionist are trademarks of Broad soft Help Button Displays the programs help files in a separate window Page 20 of 40 Reception Console v 13 1 Switchboard Panel The switchboard panel is located on the second panel of the main interface and has the following components approximately from left to right in the diagram Link Column Line Number Call To Called Party information Extension number dialed by the caller Caller ID information if available Call Status Time Duration of the Call Company Notes amp Profile information LINK LINE CALL TO EXTH CALL FROM CALL STATUS TIWE 2 Bon Kribb 4008 ctive ERAS a IS e Ja T i ae Link Call Column
10. 13 1 Proxy Connection Settings Y Type Proxy Server Type Compulsory Y Server Proxy Server URL Compulsory y Port Proxy Server connection port number Compulsory Y UserID Authentication user id Required if user authentication is required by proxy server Y Password Authentication password Required if user authentication is required by proxy server Messaging Enable Email Messenger Settings to send email messages to contacts Reception Console Options Messaging Daylight Mode General Accounts Connection Email Messenger Settings Enable Email Messenger Display Mame Users Regular Reply to Address user test com Default Subject Message from Reception SNe nes emailtestcom Mail Type text html ha Mail Template Email Messenger Settings Display Name Allow disallow messaging as a contact option on the call options panel Reply to Address Name displayed as the sender of the message Default Subject Option to define a default subject to save typing it in each message SMTP Host SMTP mail server host address Mail Type Option to select formatting of message content By default messages will be sent as plain text Mail Template Allows user to choose a mail template to aid formatting of messages sent L L LL L L L Day Night Mode The Day Night Mode tab configures day night mode call settings This is useful to turn on at the end of your work day when you want to forward calls onto another numb
11. January 2007 Reception Console User Guide Page 1 of 40 Reception Console v 13 1 Table of Contents Table of Contents isso ies 2 NEIE 4 Getting Started aannnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnn nnnm nnmnnn mnnn mnn 5 l 5 MOUS E r USG E 5 MAI MVOC E 6 AR o aaien isinna 7 EO OO Fs LD aii to ato 7 Time amp DAl LD ta 7 PUI CGO OO e E 7 FS LOO e 7 EE 7 TON CMA e EE 7 TOONS ODIOS o it 11 FACTO AT RE 20 Switchboard Panel nina 21 A e E GO OEA 21 ENE FOF 21 Call To Called Party Information Column 21 POTS OVI ee 21 Call From Calling Party Information Column 22 Cal GAUS e Ee sonido ciar docaiit teria 22 Time Call Duration COMUN E 22 Company Notes amp Profile Area 22 Contacts Directory Panel A 23 SAUS COMINO tato EAE EEE EE AAE 24 E AIS GOR EE 24 Fe ame COUN erreen r e A II 24 MODECO Mido tias 24 Depa men Eege 24 POR e EEN 24 MIC MIS tias 24 Searching the Contacts Directory oooococnncccnnoccconooononnnnonononononnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnos 25 Gal OpUoNS EE 27 COMAS ENCISO arca 27 COTA S MODO asirio 27 Comal S een 27 CONTACT S Messenger occrnctenestvteracticendeccedvnadtcosseernntexsdensexbadarentanddeasdandensetbderesinnadboasddcbesssendensocsbdexestencett 27 BUT A 28 GalGontrol Panel naar iia 29 A e 29 A A A barqsasaeeteeeey es 29 r 29 WEY ee ele 29 A 29 A An 30 Calling a Contact EE 30 Calling a Random NUMDEL
12. LSCREEN BJ h FILE VIEW TOOLS HELP Logged In As Label LOGGED IN AS 5552221000 This displays the name of the operator currently logged into Reception Console Time amp Date Label MONDAY JANUARY 29 2007 7 55 09 And The time and date information displayed is taken automatically from your computer s operating system Full Screen Option FULLSCREEN M This allows the user to expand the GUI so that it fills the entire monitor screen File Logout Logs you out of Reception Console and returns you to the login interface screen This is useful if a new operator is to use the application File Exit Logs out and exits the Reception Console application Tools Call History Displays the CALL HISTORY dialog box where you can view a record of missed calls received calls numbers dialed transfer count and average hold time The call history feature of Reception Console lets the operator view records for a specific date period The records include Dialed Calls Received Calls Missed Calls Average Hold Time Transfer Count Page 7 of 40 Reception Console v 13 1 Dialed Calls To see dialed calls click the DIALED CALLS tab Records contain the following information e The name of the call recipient for internal numbers where available from the company directory The number of the call recipient for external numbers or for internal numbers when no name is available e The number of the call recipient e The time of the call
13. Only the Group System Administrator may change this information First name Column FIRST MARE The First name column displays the contact s First name as provisioned by the service provider Only the Group System Administrator may change this information Mobile Column The Mobile column shows the contact s provisioned mobile number as provisioned by the service provider Only the Group System Administrator may change this information Department Column DEPT The Department column displays the contact s corporate department or section as provisioned by the service provider Only the Group System Administrator may change this information Notes Column The notes field allows the operator to modify Notes that are specific to a contact The note is retained for subsequent application sessions Switch Views The Reception Console supports the display of contacts to be arranged in two views a DETAILED and a LisT view Clicking this button toggles between the two views Page 24 of 40 Reception Console v 13 1 Detailed View Test1002 5552221002 Test1003 5552221003 Test1004 5552221004 TORY DL INDEX CT DIREI CONTALI ALFHABETI I ENTERPRIS Testi001 User Test1002 User Testi003 User Test1004 User CONTACT DIRECTORY ALPHABETICAL INDEX E ENTERPRIS F DETAIL VIEW EM DELETE Searching the Contacts Directory Keyword Search The keyword search feature is located below the Contacts Directory list
14. Way Conference a e eh Pressing the Conference button allows you to participate in 3 Way conference calls This button is dulled when this action is not an option Starting a Conference Call is possible whilst two calls both or either are active held or Ringing out or at most one of them is in a Ringing In state Clicking this button disconnects the selected switchboard call Page 29 of 40 Reception Console v 13 1 Managing Calls YY Reception Console LOGGED IHN AS 5552221000 MONDAY JANUARY 29 2007 8 26 18 And FULLSCREEN m Call Flow FILE WIEW TOOLS HELF LINK LIME CALL FROM CALL STATUS SWITCHBOARD COMPANY NOTES COMPANY PROFILE STATUS LAT NAME FIRST NAME PHONE MOBILE NOTES Test1001 5552221001 Testi002 5552221002 Test1003 5552221005 Testi004 5552221004 ALFHABETICAL INDE ic um E mi LU te el E mi EN E e I ENTERPRIS F LIST WEY CALL OPTIONS OTH bey CALL CONTROL You manage calls using a combination of the panels in a top to bottom workflow style You should be able to distribute calls typically using this workflow for most of the activities below Calling a Contact Calling a Random Number Using Speed Dials Answering A Call Hold Ending A Call Blind Transfer Consulted Transfer Voicemail Transfer Camp On 3 Way Conference Calls Calling a Contact To make a call to a contact use the following steps 1 FIND the CONTACT you wish to call by searching
15. a e mail to a contact listed in your Contact Directory If this icon is dull in appearance the contact does not have an email address configured on the Page 27 of 40 Reception Console v 13 1 company database or has not selected to enable Messaging Only the Group System Administrator can modify this setting Other Transfer Dial The Other button displays a dial pad used to enter an ad hoc number This feature allows you to Transfer a Call or Make a Call to another number This icon is always enabled Page 28 of 40 Reception Console v 13 1 Call Control Panel The Call Control Buttons are used to execute call actions The panel contains the following areas Dial Hold the Call Transfer Conference End Disconnect the Call The Dial button is used to start the dialing process to the number you have selected You Make a Call To a Contact when a contact is highlighted Make A Call To Another Number when the dial pad has been used and Make A Call Via Speed Dials when speed dials have been used This button is dulled when this action is not an option Hold Calls Clicking on the Hold button allows you to place an Active Call on Hold For more information see Placing a Call On Hold Transfer aS TEANGSER j i SS e a ba The Transfer button also serves as the Camp On button depending on the current context of a given call scenario Note the following dynamic changes to the button based on the call context 3
16. and type of the text inside all main screen panel headers The affected panels are the Switchboard Panel the Queue Panel the Contact Directory Panel the Call Options Panel and the Call Control Panel The size ranges from 9 to 16 and the different types are Plain Bold or Italic Slide Panel Header Font Altering this theme component changes the size and type of the text inside all main screen slide panel headers The affected components are the Company Notes the Company Profile and the Alphabetical Index slide panel headers The size ranges from 9 to 16 and the different types are Plain Bold or Italic Modifying Theme Components Color Components In order to make a change to any component click on CHANGE and make your new selection When you click on CHANGE to change a color component a dialog box is displayed allowing you to select a color The only exception to this is the Log in Title Bar Panel Icon component for which only two alternatives are available namely black and white xi Swatches HSB RGB Preview sample Text Sa GC d y a A See A E Sample Tet Sample Tert E a t Sample Tert Page 19 of 40 Reception Console v 13 1 There are three color choice tabs available Swatches allows you to pick a particular color HSB allows to change the depth of that color and RGB allows you to further alter that color by changing the percentage of Red Green and Blue shades About Click
17. d Dial or another number of your choice using the other dial pad The call is now transferred and will be removed from the Switchboard Panel Page 35 of 40 Reception Console v 13 1 Consulted Transfer A consulted transfer allows the operator to announce or introduce the call to the Called Party A call may be transfer consulted whilst t e On Hold 00 02 or Ringing ut To do a consulted transfer perform the following steps 1 Link the 2 calls to be transferred together by clicking in the link column in the Switchboard Panel You need to do this for both calls thereby identifying the calls being linked The calls are now transferred and will now be removed from the Switchboard Panel Voicemail Transfer A blind transfer occurs when a call is transferred without an introduction Calls maybe voicemail transferred when ttive On Hold 00 02 or Ringing in on your phone In the case where a call is Ringing IN the voicemail transfer activity allows the call to be redirected before it is answered To do a voicemail transfer use the following steps 1 Select the call you wish to transfer LINE LINE Tt EXA 2 Bon Kribb 1003 PALO IAE Nes This is company notes ted COMPANY PROFILE 2 Select the voicemail option to transfer the call This number maybe the call option for a contact from the Contacts Directory a Speed Dial or another number of your choice using the Other dial pad EH rengen ka 3 Clic
18. e phone mobile department and notes 2 Convenient access to contact telephone numbers and voicemail 3 Ability to dial contacts 4 Ability to email contacts 5 Ability to transfer calls to contacts 6 Ability to maintain and update notes for a contact 7 Ability to view contact status 8 Search contacts using a keyword 9 Order contacts in an ascending or descending order 10 Filter ordered contacts using alphabetical indexing The contacts directory panel has the following components Status Indication Last name First name Department Notes Alphabetical Index amp Speed Dial Folders Text Based Search Field Dropdown Filter Search Button Reset Button Switch View Button When the Reception Console interface is resized full screen or otherwise the contact directory is scaled to allow for additional contacts based on your view and screen resolution Page 23 of 40 Reception Console v 13 1 Status Column A The Status column shows the contact s phone on off hook state The following colors represent different States Green Contact phone is on hook available to receive a call Red Contact phone is off hook on a call busy Blue Contact phone is ringing a Coa Pa has status set to DND Do Not Disturb Contact phone state is currently unavailable or unknown Last name Column LAST HAME The Last name column displays the contact s Last name as provisioned by the service provider
19. er or to your voicemail This tab is only configurable once you have logged in Page 14 of 40 Reception Console v 13 1 Y Reception Console Options Messaging Day Night Mode R General Accounts Connection Day Might Mode Might mode Forward calls to 5556000 L 1 Forward calls to voicemail Day Night Mode Settings y Night Mode Checking the Night Mode option turns night mode on and off y Forward calls to Choosing this option forwards incoming calls to the specified phone number All calls to your extension will be directly forwarded to this number d Forward calls to voicemail Choosing this option forwards incoming calls to your voicemail All calls to your extension will be directly forwarded to your voicemail Your voicemail must be setup properly in order for this to work Page 15 of 40 Reception Console v 13 1 Themes Click on the THEMES tab to modify the look and feel of Reception Console The configuration of the look and feel of Reception Console is categorized as follows Theme file load save theme file settings User Interface Section grouping of screen components User Interface Components screen elements modifiable within that section Modifying Theme Components Reception Console Options Messaging Day Might Mode Theme Settings Theme Detal Section Login Component Title Bar Logo Value Reception conz po D ze File Settings The theme refers to how the int
20. erface appears which includes the colors in which the various panels buttons logos and text are displayed the size of each component and the manner in which they are displayed in terms of spacing and size A default theme such as standard thm is used for the visual display of Reception Console and this theme is automatically loaded when the application is turned on If you as a user wish to apply a different theme to the application 1 Select a theme from the THEME drop down menu 2 Click on APPLY at the bottom right of the Options Theme dialog box 3 The settings of the selected theme will take affect Page 16 of 40 Reception Console v 13 1 saving Theme File Settings 1 You may create a new theme file by clicking on Save As at the bottom of the Options Theme dialog box This will bring up a new dialog box prompting you to enter a name for your new theme file i Enter new theme name 2 After entering the name click OK and the theme file will be saved 3 If you would like to apply this new theme file as your default select it as explained above User Interface Section Grouping of Screen Components At present there are two sections of components available LOGIN and MAIN Each section comes with a group of components each of which may be altered in appearance such as color to correspond to a theme of display for the user The sections may be selected from the drop down menu section User Components Section
21. h or either are Attive On Hold 00 02 or Ringing Out or at most one of them is ina ging n state To create a 3 Way Conference do the following Steps 1 Link the 2 calls to be transferred together by clicking in the link column in the Switchboard Panel You need to do this for both calls thereby identifying the calls being linked TRANSFER re CONFERENCE CONFERENCE PES i Gi ce kh Le E al OH Page 37 of 40 Reception Console v 13 1 Starting a 3 Way Conference Call To start a conference 1 Link the two parties you wish to conduct a conference with from the switchboard A2 IAIN geg oats Di ZAM AO me omelets al Carbon Taghte obs business En 1 Carlos Kang E problems by fusing technology with Jl Tester Lalo i design to produce alegam solutions E a 3 Tae Jun Park H 2 thal function w ll a Lal OO L CO Ka Za COB PANS PROFILE tive which is not possible in any other state Notice that both calls become tit Holding a Conference Call To hold an active conference 1 Click the HOLD button in the call control panel Both call states change to On Hold 00 02 when this button is pressed 2 Tore active the conference click the un hold button eet Conference Transferring a Conference Call To transfer a conference to another party 1 Select one participant in the conference us LINE CALL TO XTi CALL FROU CALL STATUS E S Carbon Twelve sole
22. he color combination you decide on does not render the text illegible Title Bar Panel Icon Color By default this is set to white The color of the icons can be changed to black for lighter title bar panel colors or white for darker title bar panel colors Background Panel Image This component can only be modified with a gif or jpeg graphic file which is approximately 786 x 499 pixels wide The interface will automatically scale graphics that are smaller or larger than needed Panel Logo This component can only be modified with a gif jpeg or png graphic file which is approximately 186 x 30 pixels in size Main This section has seven components that may be altered Switchboard Panel Color Contact Directory Panel Color Call Options Panel Color Call Control Panel Color Table Font Panel Header Font Slide Panel Header Font O OS Switchboard Panel Color Altering this theme element enables you to modify the background color of the Switchboard Panel All other elements within this panel are set to black or white percentage transparencies of this panel color When modifying this element make sure it is of a color depth that allows for legibility of the text and other elements within this panel Contact Directory Panel Color Altering this theme element enables you to modify the background color of the Contacts Directory Panel All other elements within this panel are set to black or white percentage transparencies of this
23. ing call is received Page 11 of 40 Reception Console v 13 1 Accounts Configure the security credentials required to access your service provider Reception Console Options Messaging Day Night Mode General Accounts Connection Username amp Password Username Password Options save Username Username amp Password Username Service Provider provisioned username Y Password Service Provider provisioned password for corresponding username Options Y Save Username Convenient feature to save typing username each time you log in Y Save Password Convenient feature to save typing password each time you log in Connection Configure the connection information required to connect to your service provider Page 12 of 40 Reception Console v 13 1 Reception Console Options Messaqing Day ight Mode Theme _ General Accounts Connection service Connection Settings server URL labphone ngtlab net Server Port 2208 Service Connection Settings Y Server URL Hostname IP address for service Compulsory y Server Port Port number for service Compulsory Update Configure the update information required to connect to your service provider ZE Reception Console Options DayiMight Mode T Accounts Proxy Connection Settings Use a proxy server to connect to the Internet Type HTTP Proxy d Server Port ep User ID Password Page 13 of 40 Reception Console v
24. k the Voicemail Transfer button highlighted in the Call Control Panel EALL OPTICA VOICE MAIL a ily The call is now transferred and will be removed from the Switchboard Panel Page 36 of 40 Reception Console v 13 1 Camp On The Camp On feature allows the operator to hold and automatically transfer a call to a contact when he she is available to take the call Camping a call to a contact can only occur if the call is Active On Hold 00 02 or Ringing In and if the destination contact status is either On the Phone or Call incoming To camp a call perform the following steps 1 Select the call you wish to camp LINK EEK LE gt WSL ATHA E Lars a lea i This is company notes ted n Kr tive g e E a 3 CMP ANY PROFILE 2 Select the contact at whose number you wish to camp the call 3 Select the Extn call option The call is now camped at the contact s extension and will show Camped status against the call in the Switchboard Panel The Calling Party is muted while camped and will hear the Music on Hold Once the contact is ready to take the call contact status becomes Online the call is automatically transferred and will be removed from the Switchboard Panel 3 Way Conference Pressing the Conference button allows you to participate in 3 Way conference calls This button is dulled when this action is not an option Starting a 3 Way Conference Call is possible whilst two calls bot
25. l pad ALPHABETICAL Ih 3 Enter the number you wish to call by either typing the number on the keyboard or selecting each number in turn from the dial pad using your mouse Page 31 of 40 Reception Console v 13 1 a CR 3 5 The called party phone will ring and the call will appear on the switchboard panel as Ringing Out 6 When the call is answered by the destination number the call will be connected and you will be talking to the contact at that number Using Speed Dials This chapter covers the following topics e Adding Speed Dials e Editing Speed Dials Adding Speed Dials To add a speed dial use the following steps 1 Open the Speed Dial directory Ia sl SPEED DIALS iP EED DIALS DIAL Reset RESET LIST IEW ADD EDIT DELETE 2 Click Add KEY PHONE DESCRIPTION 3 Select a Key value from the drop down list This value determines what numbers you will have to press on your phone to dial this speed dial entry Specify the phone number Provide a description in the Description field Save the new Speed Dial entry by clicking OK EES Page 32 of 40 Reception Console v 13 1 Editing Speed Dials To edit a speed dial use the following steps 1 Open the Speed Dial directory LIST VIEW EDIT DELETE 2 Select an entry 3 Click Edit PHONE 1111180 DESCRIPTION Another Test 4 Edit the phone number and description 5 Save the Speed Dial entry by
26. led Calls Received Calle Miszed Calle Statistics Average Hold Time seconds 00 Transter Count 0 Page 10 of 40 Reception Console v 13 1 Tools Options Displays the OPTIONS dialog box where you can change configuration settings and user preferences The Options dialog box is used to configure user service provider settings and preferences It is available on both the login and main interface screens The dialog box displays the following categories General Accounts Connection Update Messaging Day Night Mode Theme About General The General tab contains miscellaneous features that improve the usability of Reception Console Reception Console Options Messaging Day Night Mode General Accounts Connection Connection Options PS Auto login when connected ta network CC M i a i AF E F Call Options PS Auto switch op incoming call Connection Options Y Auto login on start up Checking the Auto login on start up option enables Reception Console to automatically login on the startup of the application d Auto login when connected to network Checking the Auto login when connected to network option enables Reception Console to automatically connect and login to the server when it detects a network connection Call Options Auto switch on incoming call Checking the Auto switch on incoming call option enables Reception Console to automatically take window focus over other applications when a new incom
27. ny Notes The Company Notes area is located on the right hand side of the Switchboard Panel To modify content in the Company Notes area use the following steps 1 Open the Company Notes area by clicking on the slider Page 39 of 40 Reception Console v 13 1 TES THIS is company notes text IFILE MPAY Nr IMPANY PRE dh I ch A L 2 Click the text area and type to add edit delete content TES THIS is Company not FILE MPA pd IMPANY PRC hs We ho oo Contact Notes To retain notes specific to an individual contact perform the following steps 1 Select the contact record row you want to leave a note beside from the Contact Directory whilst in detail view Teetinn 5552221001 Test1002 5552221002 Test1005 2002221003 Test1004 5552271004 2 Click on Edit 3 Type the notes you wish to store and hit OK Page 40 of 40 Reception Console v 13 1
28. om being on hold from the Switchboard Panel 2 Press the UNHOLD button available on the call control panel E The call will become active and the Call Status in the Switchboard Panel will change from On Hold 00 02 te Active 3 Alternatively double click the held call in the switchboard panel Page 34 of 40 Reception Console v 13 1 Ending a Call To end a call use the following steps 1 Select the call you wish to end from the Switchboard Panel LINK LINE CALL TO coll ERAH CALL STATUS z Ron Kribb This is Company notes tex LA wl LL Le LE LL Se E EI EL 7 a ich CH COMPANY NOTES 2 Click the End button in the Call Control Panel END fr e Za A The Calling Party will be disconnected when the End button is clicked Blind Transfer A blind transfer occurs when a call is transferred without an introduction Calls maybe blind transferred when Active On Hold 00 02 or Ringing IM on your phone In the case where a call is Pinging In the blind transfer activity allows the call to be redirected before it is answered To do a blind transfer use the following steps 1 Select the call you wish to transfer LINK LINE pa Wert bett be E DA ell This is company notes ted d Ron Kribb SWITCHBOARD POMP any PROFILE Bi 2 Select the option to which you wish to blind transfer the call This number maybe the call option for a contact from the Contacts Directory a Spee
29. onsole v 13 1 Call Options Panel The Call Options panel is located as the fourth panel of the main interface It has the following components Contact s Extension Contact s Mobile Contact s Voice Mail Contact s Email Messenger Other Dialpad ch A MESSENIER Le Si ie When the Reception Console interface is resized full screen or otherwise the Call Options panel size will remain unchanged This allows for the Contacts Directory panel to display a maximum number of contacts EALL OPTICA Contact s Extension This button allows you to Transfer a Call or Make a Call to a selected contact s extension If this icon is dull in appearance the contact does not have an extension number associated with their name on the Contacts Directory Only the Group System Administrator can modify this number Contact s Mobile This button allows you to Transfer a Call or Make a Call to a selected contact s mobile phone If this icon is dull in appearance the contact does not have a mobile number associated with their name on the company database Only the Group System Administrator can modify this number Contact s Voicemail Kat ETA This button allows you to Transfer a Call to a selected contact s voicemail If this icon is dull in appearance the contact does not have voicemail configured Only the Group System Administrator can modify this number Contact s Messenger The Messenger button allows you to Send Messages vi
30. panel color When modifying this element make sure it is of a color depth that allows for legibility of the text and other elements within this panel Call Options Panel Color Altering this theme element enables you to modify the background color of the Call Options Panel All other elements within this panel are set to black or white percentage transparencies of this panel color When modifying this element make sure it is of a color depth that allows for legibility of the text and other elements within this panel Page 18 of 40 Reception Console v 13 1 Call Control Panel Color Altering this theme element enables you to modify the background color of the Call Control Panel All other elements within this panel are set to black or white percentage transparencies of this panel color When modifying this element make sure it is of a color depth that allows for legibility of the text and other elements within this panel NOTE n order to change the Title Bar Panel Color make the change in the LOGIN section is automatically reflected in the MAIN interface as well Table Font Altering this theme component changes the size and font style of the text inside all main screen tables The affected tables are the Switchboard Panel table the Queue Panel table and the Contact Directory Panel table The size ranges from 9 to 16 and the different types are Plain Bold or Italic Panel Header Font Altering this theme component changes the size
31. s business di 0 ar Ey problarns De fusing iachmology eth E 2 ill Tester SE design to produce elegant solutions S W imor ep Eet CHE CARO COMPANY PROFILE 2 Select the destination party from the contacts panel enter the target number in the dial pad or select a number from the speed dial list 3 Click the TRANSFER CONFERENCE button in the call control panel TRANSFER af Be CONFERENCE e Page 38 of 40 Reception Console v 13 1 Ending a Conference Call To end a conference call 1 Click the END button in the call control panel nd selected call The calls are then removed from the switchboard and terminated Keeping Notes Reception Console incorporates three areas where the operator can retain different types of notes These are e Company Profile e Company Notes e Contact Notes Detail View NOTE Once Notes are typed in any of the Reception Console note fields they are automatically saved Company Profile The Company Profile area is located on the right hand side of the Switchboard Panel To modify content in the Company Notes area performs the following steps 1 Open the Company Profile area by clicking on the slider This iS company notes text ITE FILE MPANY PRE KW E Ta ES L LL Zei D Co my AN LA 2 Click the text area and type to add edit delete content This is company profile text LL LL ti LL L E CH Wl Compa
32. the Contacts Directory 2 Select the contact by clicking on the Contact in the directory Page 30 of 40 Reception Console v 13 1 STATUS LAST MAME FIRST MAME PHOME MOBILE HOTES User Test1001 5592221001 User Test1002 5592221002 User Test1003 5552221003 User Test1004 5592221004 CONTACT DIRECTORY ia a Ze Es ui Lu D a SE D ENTERPRIS Y LIST VIEW EM EDIT SJ 3 Select the Call Option you wish to use for this contact These are found in the Call Options Panel and include the extension mobile or voicemail In most cases a call option usually the contact s extension will be selected by default To change the selected call option simply click another option once Unavailable options are dull in appearance i 4 Select the Dial button from the Call Control Panel 5 The called party phone will ring and the call will appear on the switchboard panel as Ringing Out 6 When the call is answered by the destination number the call will be connected and you will be talking to the contact at that number 7 Alternatively you can double click a contact to dial their default call option automatically selects extension mobile and voicemail in order of availability Calling a Random Number To make a call to an ad hoc number e g a person not listed in your Contacts Directory performs the following steps 1 Select the Other button in the Call Options Panel Sey his displays the dia
33. umn shows the state of calls on the operator switchboard phone and is color coded as following e Ringing In Red indicates the line is ringing Ringing In e Active Green indicates the line is presently active and is the call you are dealing with Active e Held Blue indicates the line is on hold On Hold 00 02 e Ringing Out Orange indicates the line is ringing on a remote phone Ringing Out Time Call Duration Column The Time column displays the duration of the call including the Ring Time Hold Time and Talk Time Company Notes amp Profile Area LLI LL O cc cL b gt a cL he ti COMPANY NOTES Located next to the Switchboard Panel the Company Notes and Profile components let the operator modify notes and profile content for a given organization Operators can modify the content as required For more information see Company Notes and Company Profile Page 22 of 40 Reception Console v 13 1 Contacts Directory Panel The contacts directory panel is located as the third panel of the main interface and provides a listing of all contacts available to the operator The operator is provided the following STATUS LAST WAME FIRST NAME PHONE MOBILE i NOTES Test1001 5552221001 Testi002 5552221002 Testi003 5552221003 Test1004 5552221004 ic CH ti LLI cc a E ti a e ti ALPHABETICAL INDEX ENTERPRIS ES LIST WIE Wy 1 Contact details including last name first nam
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