receptionist soft console - optus · the receptionist soft console is a web based console that...

Receptionist Soft Console

optus.com.au/loopsupport

1. Enter the URL https://loop.optus.com.au/myphone/control/main

2. Enter your Username and Password (provided to you by Optus).

3. Click Login

Note: When logging in for the first time you will be prompted to change your password

4. Click on My Features tab

5. Click on Receptionist Soft Console

6. Click Activate

Receptionist Soft Console OverviewThe Receptionist Soft Console is a web based console that allows you to manage calls, monitor calls, and manage contacts. From the console, you are able to see if a contact is on or off the phone, if they have Do not Disturb enabled, and if a contact has enabled call forwarding. Certain features are customizable in the reception console. Receptionists transfer calls to contacts and providing a contacts mobile phone number and email address have been entered into their user profile, you are able to transfer calls to their mobile or send them an email message simply by clicking on the relevant icons that appear.


Signing In

The Receptionist Soft Console will open and prompt you to enter your User ID and Password.

Optus Loop – Receptionist Soft Console QRG 1

https://loop.optus.com.au/myphone/control/main

The Receptionist Soft Console will open and prompt you to enter your User ID and Password.

Your User ID is listed on the My Features, Receptionist Soft Console screen (see previous screen) and your password is the password you used to log into your My Phone portal.

7. Enter your User ID

8. Enter your Password

9. Click Sign In

The main elements of the Receptionist Console interface include:

Logo Pane

Call Console Pane

Conference Call

Contacts Pane

Settings and Help Links

Logo pane

Signing In Cont.


The Receptionist Console Interface


The Call Console is where you manage your current calls.

The main area of the Call Console lists your current calls and allows you to performrelevant actions, such as answering, holding, transferring calls.

Dialer – the dialer allows you to enter a number to make ad hoc calls and theRedial icon allows you to redial up to 10 of the most recently dialled numbers

Conference pane – This lists the current conference call parties and allows you toperform actions on conference calls

For each call, the following is displayed

the name and the phone number of the remote party (if available)

the call state

the duration of the call, and for how long a call has been on hold

the time the call has been on hold.

You use the Contacts pane to call, monitor, and manage your contacts. This pane lists available contact directories.

Search - the Search tab is used to search for users in your company

Favorites – Contacts whose status you are (statically) monitoring, which are configuredon the web portal

Enterprise – list all Contacts in your company

Personal – Contacts in your Personal directory

Speed Dials – Speed dial numbers configured for your Speed Dial 8 and/or Speed Dial100 service

Queues – This pane only appears if you have been assigned as an agent into a call queue.You will be able to view and manage calls in the queue. Once you are available (not on acall) the next call from the queue will appear in your call console.

A call queue will only be visible if it has been created in the Admin portal

Monitored Contacts – contacts that you have selected to monitor. Virtual numbers(such as Hunt Groups, Auto Attendants and Call Centres) can’t be monitored, so theirstatus remains grey

When the Settings Link is clicked it displays the Settings page, allowing you to configure different settings in Receptionist Soft Console

When the Help link is clicked the Help User guide is opened in PDF format

The Receptionist Console Interface Cont.



To Make a call to a contact in your Company

1. In the Contacts pane

2. Click on the contact and then click to call the contact.By default this will call the contact on their extension number

3. Clicking on the drop down arrow prior to clicking on Call, you can select which number you want to call them on providing their mobile number has been entered into their user profile.

To Dial an Ad Hoc Number

1. In the Dialer, enter the number and click Dial

Up to 10 previously dialed numbers are listed and available to redial.

2. In the Dialer, clickA list of recently called numbers appears

3. From the list, select the number to call

Dial from Call History

4. In the Call Console, click Call History

5. In the dialog-box that appears, from the Show drop-down list select Missed Calls, ReceivedCalls, or Dialed Calls

6. Click a call log and then click the Call icon to place the call

View Current Calls

Your current active calls are always visible in the Call Console pane.

To display the details of an active conference call, click the Expand button in the Conference Call pane

Managing Calls


To Redial a Number


View Incoming Calls Details

When a call is displayed in the Call Console pane, you are able to view the callers number (providing they haven’t blocked it). If the call is an internal call the callers name will also appear

If the call has come through from a Call Centre, the name of the Call Centre will also display

1. In the Call Console, move the mouse over an incoming call and then click Answer.

Hold Call/Resume Call

1. In the Call Console, move the mouse over the call and then click Hold for that call

2. To resume the call that has been placed on hold, move the mouse over the call and then click

End Call

1. In the Call Console, click for the call to end. The call then disappears from the Call Console pane

1. In the Call Console pane, select the call to transfer

2. In the Contacts pane, expand the contact details of the person you wish to transfer the callto and click

OR

3. Enter a number in the Enter Number field in the Call Console Pane and click

If you want to announce a call prior to transferring it

4. In the Call Console pane select the call to transfer

5. In the Contacts pane, expand the contact details of the person you wish to transferthe call to and click

Calls can be transferred while active, held, or ringing (in), OR

Managing Calls Cont.


Answer Call

There are two methods of transferring a call, Blind transfer and Consult transfer. Blind transfer allows you to transfer calls to users without announcing the call first. Calls can be blind transferred while active, held, or ringing (in). If a call is ringing (in), blind transfer allows the call to be redirected before it is answered. You can blind transfer a call to an ad hoc number or to a contact.

Transferring Calls

Blind Transfer

Transfer with Consultation


6. Enter a number in the Enter Number field in the Call Console Pane and click Dial

7. When the call is answered, advise the other party who is on the phone

8. In the Call Console pane, select the call to transfer

9. Move the mouse over the new call and then click

Transfer to Voice Mail

A call can be transferred directly to a user’s Voice mail

1. In the Call Console, select the call to transfer

2. In the Contacts pane, click a contact with voice mail (in the Group or Favorites directory) and then click for that contact

Transfer to mobile

The contact must have a mobile number entered into their User Profile for a receptionist to be able to access the contacts mobile number directly.

1. When you have an active call in the Call Console pane

2. From the Contacts pane, select a contact to expand their information pane

3. Click on the Call drop down and select Mobile,

4. To do a blind transfer, click on the button on the contact in the Call console pane

5. To do a consult transfer, wait until the contact answers the call, announce the call then click on the button on the contact in the Call console pane.

Transfer to Queue

1. In the Call Console, select the call to transfer

2. In the Contacts pane, expand the Queues pane

3. Click a queue and then click for that queue

Camp (Hold for) a Busy Contact

You can camp (hold for) external calls trying to reach a busy extension. The call is blind transferred when the destination party becomes available and is off the phone.

There is a configurable timer that is set, if the 3rd party does not become available after the time has expired, the call is recalled to the Receptionist console and is displayed in the Call Console pane with a prefix of Recalled. This way the Receptionist knows the call is not a new call and can answer it appropriately

1. In the Call Console, select the call to camp

2. In the Enterprise or Favorites directory, click a busy or ringing contact and then clickfor that contact. The call is camped (on hold in the system) and removed from the Call Console pane



3. If the call timer expires before the call is answered, the call is recalled to your phone andreappears in the Call Console


Group Call Park

Call Parking allows you to find a temporary parking space for calls. Once a Call Park group is set up, a call can be placed on hold back into the Optus Loop system and can then be retrieved from any other phone in your company

1. In the Call Console, click an active or held call and then click for that call. The call is parked on an available extension and then removed from the Call Console

2. If the call timer expires before the call is answered, the call is recalled to your deviceand reappears in the Call Console

3. You can answer a call on behalf of another person.

4. In the Contacts pane, expand the Group or Favorites directory

5. Click a ringing contact and click

Start Three-Way Conference

The Three- way conference feature enables you to initiate a call with 2 other callers. The other callers can either be within your company or external to your company

1. If necessary, place calls to 2 users

2. In the Call Console, select one of the calls to conference

3. Move the mouse over the non-selected call and then clickThe calls are moved to the Conference Call pane where you can Hold a single call or holdthe Conference call (both parties). You as the conference call initiator can choose toleave the call

Hold/Resume Conference

4. To hold the conference, in the Conference Call pane header, click

5. To resume the conference, in the Conference Call pane header, click

Hold/Resume Conference Participant

6. To place a participant on hold, click

7. To resume a participant, click

for the target call

for the target call

Leave Conference

8. To leave the conference, click in the Conference Call pane header. The other partiesstay connected but the calls are removed from the Conference Call pane.




End Conference

9. To end the conference, click terminated and removed from the Conference Call pane.

in the Conference Call pane header. The calls are

Send E-mail to Contact

You can email a contact directly from the Receptionist Soft Console if the user’s email address has been entered into their user profile. Outlook Integration will also need to be enabled on the Reception console.

1. Expand the Enterprise or Favorites panel.

2. Click a contact with e-mail and then click

3. In the message window that appears, enter the required information and then click Send

View Call History

1. In the Call Console, click Call HistoryThe Call History dialog box displays your Missed, Received, and Dialed calls

2. To view call logs in a group, select the group from the Show drop-down list

Receive Calls from Queues

If your Optus Loop system has been set up with a queue and you are to take calls from the queue when you are available, you need to specify that you will be monitoring the queue and taking calls from the queue/s.

1. Click the Settings link at the top right-hand corner of the main interface and then click theApplication tab

2. In the Queue Memberships section, check the Queue box for each call centre to join.

3. In the Operator Policies section, select your Post Sign-In ACD State from the drop-down list



Managing Contacts

Show Directories

1. At the top right side of the Contacts pane, click the drop-down arrow . From the menu thatappears select the directories you wish to display. The selected Directories will display astabs along the top of the Contacts pane.

Monitoring Contacts

The first time you log into the Receptionist Soft Console you will need to click on each of the users in the Enterprise Directory in order to monitor them (see their phone status).

There are a number of different icons that are displayed based on their status.

Idle (Available), Busy, Ringing, Do Not Disturb, Call Forward, Unknown


Optus Loop – Using the Receptionist Soft Console QRG 9

Search Contacts

2. In the Search text box, enter the text to search for and press ENTER. You can enter partialinformation, such as part of a name or number. The text is matched against all attributesand the search results are displayed in the Search panel.

3. To restrict the search to contacts that start with the text to search for, check the Beginswith box.The search is not case-sensitive

4. To clear the search results, click Reset

View Contact Details

Click on the relevant contact to view relevant detail for the contact. Information such as the contact phone number, extension, mobile number will be displayed.

Make Notes about Contact

The Notes field is a free form field and appears next to every contact in the Enterprise and Monitored Contacts directories.

1. Expand the Enterprise or Monitored Contacts panel

2. Click a contact to expand it

3. Click the link for the contact

4. Enter or modify information in the Notes for the contact

5. To save your changes and close the dialog box, click OK

6. To close the dialog box without saving, click Cancel

Managing Contacts Cont.


9

Manage Speed Dial and Personal Directories

You can add you own personal numbers or speed dials that you call frequently.

1. In the Speed Dial or Personal panel, click Edit

2. To add an entry, click Add.A new row appears

3. For a Personal entry, enter the name and number

4. For a Speed Dial entry, select the dial code and enter the number and description of the contact

5. To delete an entry, select the entry and then click

6. To modify a Speed Dial entry, double-click the entry to make it editable and then modify it as necessary. Only the phone number and the description are editable, you cannot change the code.Personal entries cannot be edited, you will need to delete them and re-enter them

Optus Loop – Receptionist Soft Console QRG

Display Queued Calls

If the main number of a company has been set up as a Call centre (queue) and the receptionist has been selected as an agent in the call centre, the receptionist is then able to view the calls that are coming into the queue.

To monitor calls in queues, you must select the queues to display in the Queued Calls pane.

1. In the Queued Calls pane, click Options and select the Edit Queue Favourite Dialog menu item

2. Select the check box/s for the call centre/s you want to monitor and then click Save

When an incoming call arrives, it will appear in the Queued Calls pane. If the receptionist is not currently on a call the call will automatically be transferred to the Call Console pane for the receptionist to answer the call. If the receptionist is on a call, the incoming calls will queue in the Queued calls pane

Managing queues


Retrieve a Call from the Queue If there are multiple calls in the queues the receptionist can retrieve (pull) a call from the queue

1. In the Queued Calls pane, expand the Call Centre panel

2. Click on the call and click on the

The call is automatically transferred to the Call Console pane

icon for that call.

Calls can also be reordered in the queue, transferred to another queue or to a contact from the queued calls pane, or transferred to an ad-hoc number. If a call has bounced, new calls in the queue cannot be re-ordered in front of a bounced calls.

1. In the Queued Calls pane, expand a Call Center panel and then select a queued call

2. In the Contacts pane, expand the Queues panel

3. Click a queue and then click for that queue.The call is transferred to the bottom of the queue

Change Position of Call in Queue

4. In the Queued Calls pane, expand a Call Centre panel

5. Click the call and then click for that call

6. From the drop-down list that appears, select a new position or choose Send to Front if you want to move that call to the top of the queue

Transfer Call to Contact or Ad-Hoc Number

7. In the Queued Calls pane, select a queued call

8. To transfer the call to a contact, click the contact in the Contacts pane and then click for that contact

9. To transfer the call to an ad hoc number, enter the number in the Dialer and then click in the Dialer field

Transfer Call to Queue

Optus Loop – Using the Receptionist Soft Console QRG 9 10Optus Loop – Receptionist Soft Console QRG

receptionist soft console - optus · the receptionist soft console is a web based console that...

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