The VoiceManager Receptionist Console

ANSWER A CALL // On the switchboard, select the call to answer and click ANSWER in the Control panel.

You can answer the longest waiting incoming call by pressing the space bar. If you press the space bar several times, you place the previous active call on hold and can answer the oldest incoming call.

HOLD CALL // On the Switchboard, select the call to hold and click HOLD in

the Control panel. The call status displays as “On Hold”.

UN-HOLD CALL // On the Switchboard, click the held call and click UNHOLD in the

Control panel.

DIAL CONTACT // In the Contact Directory panel, select a directory from the available

directory tabs and select the contact to call. In the Control panel, click DIAL. The call appears on the switchboard as “Ringing Out”.

Alternatively, double-click a contact to dial the contact’s default option (extension, mobile, voicemail—in order of availability.

To make a call via Speed Dial, select a contact from the Speed dial directory and double-click.

DIAL AD HOC NUMBER // In the Options panel, click OTHER. Type the number using

the keyboard or dial pad. Go to the Control panel and click DIAL. The call appears on the Switchboard as “Ringing Out”.

END CALL // On the Switchboard, select the call to release and click END in the Control panel.

BLIND TRANSFER // Calls can be blind transferred while active, held, or ringing (in). On the Switchboard, click the call to transfer, select a directory, and then the target contact. On the Control panel, click BLIND TRANSFER.

Alternatively, drag it from the Switchboard to the target contact to transfer the call.

If the target contact is busy, the call can be transferred and camped on by dragging it to the target contact. Once camped, the call is removed from the Switchboard. After a specified time, the call is recalled to your phone and shows on the Switchboard as “Recalled”.

TRANSFER TO VOICEMAIL // On the Switchboard, select the call to

transfer, move your cursor to the Options panel and click Voicemail. In the Control panel, click Voicemail Transfer.

TRANSFER TO QUEUE (available only if the Call Center Queue feature

has been purchased) // On the Switchboard, click the call to transfer, move

to the Options panel and click QUEUE. A pop-up menu displays. From here, you may select how you want to manage the call. You can move the call to the FRONT OF QUEUE or BACK OF QUEUE; then click QUEUE TRANSFER.

BUSY CAMP ON // On the Switchboard, select the call to camp, and drag the call to the targeted busy call in the Contact (or Customized) Directory. In this mode, the call appears as “Camped” on the Switchboard panel and blinks every 45 seconds until the call is answered or ends. When the line becomes available, the camped call automatically transfers. To remove a call from a camped status, select the call on the Switchboard, move your cursor to the Control panel, and click UNCAMP. The status of the call changes to On Hold on the Switchboard.

GROUP CALL PARK (this feature searches within a pre-defined hunt group for

an available line to park a call.) // On the Switchboard, select an active or held call and move your cursor to the Control panel, then click GROUP CALL PARK. The call status changes to “Parked” and shows that extension in brackets. Once the call is released, either from the parked time expiration or the parked announcement completion, the call returns to the original party. CALL BARGE-IN (this feature allows you to enter an active call.) // On the Contact Directory panel, select the person’s name to whom you want to interrupt while the person is on an active call, and then click CALL BARGE-IN. The call status indicator changes from “Off-Hook” to “Conference” on the Switchboard. CONFERENCE CALL-IN // On the Switchboard, select two calls for which you want to conference, and click their LINK columns which prompts the status to change. Move to the Control panel and click CONFERENCE. The status of both calls changes to “Active”.

HOLD A CONFERENCE // From the Control panel, click HOLD

CONFERENCE. The status of the calls changes to “On Hold”.

UNHOLD CONFERENCE // From the Control panel, click UNHOLD CONFERENCE. The status of both calls changes to “Active”.

LEAVE CONFERENCE // From the Control panel, click LEAVE CONFERENCE CALL. The two parties in the conference stay connected, but are removed from the Switchboard.

END CONFERENCE // On the Control panel, click END CONFERENCE. The calls are terminated and removed from the Switchboard.

VIEW COMPANY NOTES // From the Menu bar, select VIEW and then check the COMPANY INFORMATION checkbox to show or hide the Company Notes / Company Profile areas.

KEEP COMPANY NOTES // To modify the content of the Company Notes or Company Profile:

1. In the Company Notes area, click the COMPANY NOTES or the COMPANY PROFILE heading.

2. To resize the area, move the mouse cursor to the left or right. 3. Click in the text area to enter content. The content is saved and is

available between login sessions.

VIEW CALL LOGS // On the Menu bar, select TOOLS, and then CALL HISTORY. Select the grouping of calls you want to view: Dialed Calls, Received Calls, or Missed Calls.

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DELETE CALL LOGS // On the Menu bar, select TOOLS and then CALL HISTORY. Select the grouping of calls from which you want to delete calls: Dialed Calls, Received Calls, or Missed Calls. Click CLEAR.

You can delete a range of calls by holding down the SHIFT key and selecting the first call then selecting the last call in the range. To select non-contiguous calls, hold down the CTRL key and select the desired calls. To select all calls, click SELECT ALL.

VIEW CALL STATISTICS // On the Menu bar, select TOOLS, CALL HISTORY, and then OTHER. Click REFRESH to obtain the data

CONFIGURE DAY / NIGHT MODE // This feature allows you to configure the

call settings for days and evenings, for example at the end of the work day you can forward calls to another number or voicemail.

1. From the Menu bar, select TOOLS and then OPTIONS. 2. On the Options tab, select Day/Night Mode. 3. To transfer your calls, select “Night Mode”.

4. Select “Forward Calls To” and specify the phone number where you want to forward your calls; or select “Forward calls to voicemail”.

5. To return to the day mode, deselect “Night Mode”.

GET HELP // Get additional help on how to use Receptionist Console! From the Menu bar, select HELP and USER GUIDE. A PDF version of the guide appears on your screen.

VIEWS // You can views the Directories two ways: List or Details. LIST view

provides basic information about each contact in a single column. DETAILS view provides detailed information about each contact.

You can toggle between the two views using the View menu at the bottom-right of the Contact Directory panel.

CONTACT STATUS // Some directories display call status information about a

contact. The possible options are shown below.

available to receive a call

on a call/busy

ringing

do not disturb

forward always

not available

RECEPTIONIST

CONSOLE

DIRECTORIES

CONTACT DIRECTORY // The Contact Directory is configured by your

administrator and contains contacts in your group.

CONTACT DIRECTORY / DETAILED VIEW // Provides the following

information about your contact: the call STATUS of a user, the contact’s LAST and FIRST name, PHONE number, MOBILE number, and corporate DEPARTMENT or section. Use the NOTES panel to enter comments about the contact.

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PERSONAL DIRECTORY // The Personal Directory contains all contacts in your personal directory on VoiceManager MyAccount. It allows you to create your own list of frequently called numbers. To add contacts to your Personal Directory, log in to VoiceManager MyAccount. From the VOICE TOOLS menu, click the OUTGOING CALLS option and then the PERSONAL PHONE LIST link.

MONITORED CONTACTS // The Monitored Contacts directory contains contacts whose phone status you are currently observing. SPEED DIALS // The Speed Dials directory lists all speed dial numbers that you have configured. OUTLOOK DIRECTORY // The Outlook Directory is a list of your Outlook contacts and their details. If this feature is not configured, the directory is not visible.

QUEUE PANEL // To show or hide the Queue panel, select QUEUE from the

View menu and then check or uncheck the QUEUE checkbox.

SELECT QUEUES TO MANAGE // To show or hide the Queue panel, select

TOOLS from the Menu bar and then select OPTIONS. Click the QUEUES tab and select the MANAGE box next to each queue you want to control.

RECEIVE CALLS FROM QUEUES // To start or stop receiving calls from the

queues, from the Joined drop-down list in the Queue panel, select JOIN to receive calls from the queues, configured using Tools > Options > Queues dialog, or UNJOIN to stop receiving them.

DISPLAY CALLS // To monitor calls in queues, you have to display them in the

Queue panel. To display or filter our queues, in the Queues drop-down list, check the queues you want to monitor and uncheck the queues you want to filter out. To display calls from all queues, check ALL QUEUES.

CHANGE POSITION OF CALLS // To change the position of a call in the Queue

panel, select the POS column of the call you want to reposition. From the drop-down list containing the available positions for the call, select the position you want. Click APPLY to reposition the call, or click RESET to cancel your changes.