Receptionist console

Image of Receptionist Portal Dashboard showing the Call Console, Contacs and Queued Calls - . Image opens in full resolution in a new tab

Managing calls

Dial contact

  1. In the Contacts pane, expand the target directory.
  2. Click the contact and then click CALL for that contact.
  3. To dial an extension, click EXT, or to dial a mobile number, click MOB. The call appears in the Call Console.

Dial Ad Hoc number

In the Dialer, enter the number and click Dial.

 Dial button from the Receptionist Portal

Dial button

Redial number

Up to 10 previously dialed numbers are available.

  1. In the Dialer, click Redial. A list of recently called numbers appears.
  2. From the list, select the number to call.

Dial from call history

  1. In the Call Console, click Call History.
  2. Call history button from the Receptionist Portal
  3. In the dialog-box that appears, select Placed Calls, Received Calls, orMissed Calls from theShowdrop-down list.
  4. Click a call log and then click Call for that log.

View current calls

Your current calls are always visible.

To display the details of the conference call, click the Expand  (green arrow up)  button in the Conference Call panel.

View incoming calls details

If the Call Notification feature is enabled, a notification window appears on top of the system tray when you receive a call, displaying the name and number of the caller. For calls from a call center, the call center name is displayed in addition to the caller's name and phone number

Incoming Call Screen from the Receptionist Portal - Image opens in full resolution in a new tab

Save vCard

When Outlook is running, you can save the caller's phone number and personal information as a vCard in Outlook.

In the Call Notification pop-up window that appears when you receive a call, click Add vCard  Add V Card icon from the Receptionist Portal.

Open URL

You can open a Uniform Resource Locator (URL) page in your browser, to obtain more information about a current call.

In the Call Notification pop-up window that appears when you receive a call or in the Call Console on the line for the target call, click Web Pop URL.

 Web Pop URL button from the Receptionist Portal

Answer call

In the Call Console, move the mouse over an incoming call and then click ANS for that call.

Hold call

This function is not available from a remote office.

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

Resume call

This function is not available from a remote office.

In the Call Console, move the mouse over the call and then click ANS.

End call

In the Call Console, click END for the call to end. The call is removed from the Call Console.

Blind transfer

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

  1. In the Call Console, select the call to transfer.
  2. To transfer the call to an ad hoc number, enter the number in the Dialer and then click Transfer.
  3. To transfer the call to a contact, click a contact in one of the Contacts directories and then click TXR for that contact.

Supervised transfer

To transfer an active inbound call with supervision:

  1. In the Call Console, select the call.
  2. Dial the number or contact to transfer the call over to.
  3. If the number is busy, either retry or dial another number.
  4. Move the mouse over the new call and click TXR.

Transfer with consultation

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

  1. Dial the number or contact to transfer the call over to.
  2. When the call is answered, speak to the party.
  3. In the Call Console, select the call to transfer.
  4. Move the mouse over the new call and then click TXR.

Transfer to 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/Enterprise or Favorites directory) and then click VM for that contact.
  3. To transfer the call to your own voice mail, select yourself.
  1. In the Call Console, select the call to transfer.
  2. In the Contacts pane, expand the Queues panel.
  3. Click a queue and then click TXR for that queue.

Camp on busy contact (Enterprise and Small Business Editions)

You can camp external calls trying to reach a busy extension. The call is transferred when the destination becomes available.

  1. In the Call Console, select the call to camp.
  2. In the Group/Enterprise or Favorites directory, click a busy or ringing contact and then click CAMP for that contact. The call is camped and removed from the Call Console.
  3. If the call timer expires before the call is answered, the call is recalled to your device and reappears in the Call Console.
Directed call pickup You can answer a call on behalf of another person.
  1. In the Contacts pane, expand the Group/Enterprise or Favorites directory.
  2. Click a ringing contact and click ANS. The call appears in the Call Console.
Start three-way conference
  1. If necessary, place calls to participants.
  2. In the Call Console, select one of the calls to conference.
  3. Move the mouse over the non-selected call and then click CONF. The calls are moved to the Conference Call panel.

Hold conference

To hold the conference, in the Conference Call panel header, click HOLD.

Resume conference

To resume the conference, in the Conference Call panel header, click ANS.

Hold or resume conference participant

  • To place a participant on hold, click HOLD for the target call.
  • To resume a participant, click ANS for the target call.

Leave conference

To leave the conference, click LEAVE in the Conference Call panel header.  The other parties stay connected but the calls are removed from the Conference Call panel.  Note that you can only leave a Three-Way conference.

End Conference

To end the conference, click End in the Conference Call panel header.  The calls are terminated and removed from the Conference Call panel.

Barge in on call

  1. Expand the Group/Enterprise or Favorites panel.
  2. Click a busycontact and then click BARGE. A Three-Way Conference is established.

Sent E-mail to contact

  1. Expand the Group/Enterprise or Favorites panel.
  2. Click a contact with e-mail and then click EMAIL.
  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 History. The Call History dialog box displays your placed, received, and missed calls.
  2. To view call logs in a group, select the group from the Show drop-down list.
  3. Call History button from the Receptionist Portal

Delete call logs

  1. In the Call Console, click Call History. The Call History dialog box appears.
  2. To delete all call logs, click Delete All.
  3. To delete a specific log, click Delete Call Log "x" button for that log.

Receive calls from queues (Enterprise Edition/Queue)

To start or stop receiving calls from queues:

  1. Click the Settings link at the top right-hand corner of the main interface and then click the Application tab.
  2. In the Queue Memberships section, check the Queue box for each call center to join.
  3. In the Operator Policies section, select your Post Sign-In ACD State from the drop-down list.

Enable call waiting and auto answer

  1. To enable Call Waiting, click Call Waiting in the Call Console.
  2. To enable Auto Answer, click Auto Answer in the Call Console.
  3. Call Waiting button from the Receptionist Portal Auto Answer button from the Receptionist Portal

Note that this feature works only if your device is Advanced Call Control (ACC)-compliant. In addition, if Auto Answer is enabled on the server, you must not enable Auto Answer in the client.

Receptionist interface

The main elements of the Receptionist interface include:

  • Call Console
  • Contacts Pane
  • Queued Call Pane (Enterprise Edition)
  • Setting and Help Links

Call console

The Call Console is where you manage your current calls. It contains the following:

  • The main area of the Call Console lists your current calls and allows you to perform actions on them.
  • Dialer - This allows you to make ad hoc calls and redial up to 10 of the most recently dialed numbers.
  • Conference panel - This lists the call legs of your current conference call and allows you to take actions on conference calls.

For each call, the name and the phone number of the remote party (if available), the call state, the duration of the call, and for held calls, the time the call has been on hold, are displayed. For a recalled call, information about the user, against whom the call had been parked, also appears.

Contacts pane

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

  • Favorites - Contacts whose status you are (statically) monitoring, which are configured on the web portal
  • Group/Enterprise - Contacts in your enterprise or group
  • Common - Contacts in your group's common phone list on BroadWorks
  • Personal - Contacts in your Personal directory on BroadWorks
  • Speed dial - Speed dial numbers configured for your Speed Dial 8 and/or Speed Dial 100 service
  • Queues (Enterprise Edition/Multiple Queues) - Your call centers
  • Outlook (Enterprise Edition) - Your Outlook contacts, if the Outlook feature is configured
  • Custom (Enterprise Edition) - Contacts in your custom directories on the web portal
  • Directories - Always visible, consolidates contacts from Enterprise/Group, Custom, Personal, Outlook, and Speed Dial directories.
  • LDAP search results (Enterprise Edition) - Read-only access to Lightweight Directory Access Protocol (LDAP) contacts via the Search feature, if the LDAP feature is configured

The Contacts pane also contains the Search feature, which you use to search for contacts, and the Directories panel, which consolidates the contacts from several directories.

Queued calls pane (Enterprise Edition)

You use the Queued Calls pane to manage queued calls. This pane displays calls in selected call centers that you are managing. For each call, the following information is provided:

  • Call Status icon, which can be:
  • Call waiting to be answered icon from the Receptionist Portal

    Call is waiting to be answered

    Message played to caller icon from the Receptionist Portal

    Message is being played to caller

    Call reordered icon from the Receptionist Portal

    Call was reordered

    Call bounced icon

    Call was bounced

  • Name/number of the call center (or Dialed Number Identification Service [DNIS], if applicable)
  • Total call time, including the time in the current queue (in parentheses)

Clicking a call expands the call to show additional data:

  • Position of call in queue
  • Name and number of the calling party (if available)

Settings and help links

  • The Settings link, when clicked, displays the Settings page, allowing you to configure Receptionist.
  • The Help link, when clicked, opens the BroadWorks Hosted Thin Receptionist User Guide in PDF format.

Managing contacts

Show directories

  1. At the top of the Contacts pane, click Options.
  2. Options button from the Receptionist Portal
  3. Select View, Directories, and then select/deselect directories to display/hide. To display all directories, select All.
  4. To display a directory in the Directories panel, select it from the drop-down list. To display all directories, select Show All.
  5. To display a directory below the Call Console, click the Pullout Directory button for that directory in the Directories panel while the Show All option is selected.
  6. Pullout Directory button from the Receptionist Portal

Monitor contacts statically

The Favorites directory, configured on the web portal, displays the phone state of contacts. This is called static monitoring.

Monitor contacts dynamically (Enterprise Edition)

In the Group/Enterprise directory, click the contact and then click MON for that contact to have the contact's state displayed. This is referred to as dynamic monitoring.

Contact phone and calendar states

The possible contact phone states are

Available - green circle icon from the Receptionist Portal

Available

On a call i red cricle icon from the Receptionist Portal

On a Call

Ringing - orange from the Receptionist Portal

Ringing

Do not disturb - red circle with minus sign icon from the Receptionist Portal

Do Not Disturb

Private icon from the Receptionist Portal

Private

Forwarding icon from the Receptionist Portal

Forwarding

Unknown - gray circle icon from the Receptionist Portal

Unknown

In addition, the following states show the contact's calendar presence:

 In a Meeting icon from the Receptionist Portal

In a Meeting

 Away icon from the Receptionist Portal

Away

NOTE: If a call is parked against a contact that you are monitoring, either statically or dynamically, the information about the parked call also appears.

Search contacts

  1. In the Search panel, select the directories to search from the drop-down list.
  2. To restrict the search to contacts that start with the text to search for, check the Begins with box.
  3. In the Search text box, enter the text to search for and press ENTER. You can enter partial information, such as part of a name or number. The text is matched against all attributes and the search results are displayed in the Search panel.
  4. To clear the search results, click Reset
Reset button from the Receptionist Portal

Note that the search is not case-sensitive.

View contact details

Expand the target directory panel and click a contact.

Make notes about contact (Enterprise Edition)

You can make notes about contacts in the Group/Enterprise directory.

  1. Expand the Group/Enterprise panel.
  2. Click a contact to expand it.
  3. Click the Notes link for the contact.
  4. Enter or modify information in the Notes for Contact Name dialog box.
  5. To save your changes and close the dialog box, click OK.

To close the dialog box without saving, click Cancel.

Manage speed dial and personal directories

  1. In the Speed Dial or Personal panel, click Edit. The Edit Speed Dials/Edit Personal Contacts dialog box appears
  2. Edit button from the Receptionist Portal
  3. To add an entry, click Add. A new row appears.
  4. For a Speed Dial entry, select the dial code and enter the number and description of the contact.
  5. For a Personal entry, enter the name and number.
  6. Do delete an entry, select the entry, and then click Delete.
  7. To modify a Speed Dial entry, double-click the entry to make it editable and then modify it as necessary.

Note that you cannot modify a Personal entry.

Managering queues

Display queued retrieve call

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 Favorite Dialog menu item.
  2. In the dialog box that appears, check the call centers to display and then click Save.

Retrieve call from queue

  1. In the Queued Calls pane, expand a Call Center panel.
  2. Click the call and click RETRIEVE for that call. The call appears in the Call Console and you treat it as any other call.

Transfer call to queue

  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 TXR for that queue. The call is transferred to the bottom of the queue.

Change position of call in queue

  1. In the Queued Calls pane, expand a Call Center panel.
  2. Click the call and then click REORDER for that call.
  3. From the drop-down list that appears, select a new position.

Note that you cannot place a call ahead of a bounced call.

Transfer call to top of queue

  1. In the Queued Calls pane, expand a Call Center panel.
  2. Click the target call and then click REORDER for that call.
  3. From the drop-down list that appears, select Send to Front.

Transfer call to contact or Ad-Hoc number

  1. In the Queued Calls pane, select a queued call.
  2. To transfer the call to a contact, click the contact in the Contacts pane and then click TXR for that contact.
  3. To transfer the call to an ad hoc number, enter the number in the Dialer and then click Transfer in the Dialer.

Keyboard shortcuts

Key

Equivalent Mouse Action

ESC

Click the Close button in a dialog box.

ESC

Cancel the changes.

/

Click the Dialer text box.

?

Click the Search text box.

ARROW DOWN

Click the scroll bar or the next item on a list.

ARROW UP

Click the scroll bar or the previous item on a list.

PAGE DOWN

Scroll down one page.

PAGE UP

Scroll up one page.

1….9

Select a call in the Call Console.

SPACEBAR

Click Answer on the selected incoming call in the Call Console.

<PERIOD>

Click End on a selected call in the Call Console.

ENTER

Click Dial.

ENTER

Click Search.

+

Click Transfer in the Dialer.

SHIFT+1..9

Select a ringing call and click Answer.

SHIFT+1..9

Select an active call and click Hold.

SHIFT+1..9

Select a held call and click Retrieve.

S or s

Click on Settings link.

B or b

Click on the Back to Application link.

R or r

Click the Call History button.

H or h

Click the Help link.

SHIFT+L or SHIFT+l

Click the Sign Out link.