Find out how to manage the features of Cloud Phone as a receptionist user.
What do you want to do with the receptionist console?
About the receptionist console
Designed for dedicated reception staff who receive and screen inbound calls. The receptionist console is a user-friendly web-based application that provides the ability to:
Sign in to the receptionist console
You can sign in to the receptionist console via the direct link or follow the steps below. Sign in to the receptionist console
Navigate the receptionist console
The main elements of the Receptionist interface include:
Each call displays the following:
The contacts pane lets you call, track and manage your contacts. The pane lists available contact directories:
Queued calls pane
Use the queued calls pane to manage queued calls in any queue that you’re an active participant in. This pane displays calls in selected call centres that you’re managing. For each call, the following is shown:
Selecting a call expands the call to show extra data:
Settings and help
Park a call and answer group calls
Call parking lets you hold calls. Once a call park group is set up, you can place a call on hold and can then retrieve it from any other phone assigned to the call group.
Camp/hold a call for someone in your group
You can camp (hold) external calls for someone who's busy on the phone. The call is then blind transferred when the person becomes available. You can set a timer for how long a call will camp/hold before it's sent back to the call console.
Set up Outlook integration
Outlook integration requires Java. When you download the Outlook application you'll be asked to download a Java file. To let Outlook integrate with your Cloud Phone:
What would you like to do?
Make a call to a contact in your company
Make a call to a number outside your company
Redial a number
View and make calls from call history
View current call details
View incoming call details
Answer a call
In the call console on the left, hover the mouse over an incoming call and select ANS (answer)
Hold and resume a call
Note: These functions aren't available from a remote office.
End a call
In the call console to the left, select End
How do you want to transfer a call?
Blind transfer a call to an internal number
A blind transfer lets you transfer calls to users without announcing the call first.
Blind transfer to an external number
Transfer a call to an internal number with consultation
This type of transfer lets you announce the call before transferring it.
Transfer a call to an external number with consultation
Transfer to voicemail
You can transfer a call straight to a user’s voicemail.
Transfer to a call queue
What do you want to do with conferencing?
Start a three-way conference
The three-way conference feature lets you have a call with two other callers. The other callers can either be within or outside your company.
Hold or resume a conference call
Place a conference call participant on/off hold
Leave a conference
End a conference
What do you want to do with contacts?
Manage speed dial and personal directories
Note: Only the phone number and the description are editable, you can't change the code. You can't change personal entries. You'll need to delete them and re-enter them.
See a contact's phone status
The first time you sign in to the receptionist console you'll need to select the users in the company directory to see their phone status. The status options available are:
View contact details
Send an email to a contact
Note: The user's email address will need to be in their user profile. Outlook integration will also need to be on within the receptionist console.
Make notes about contacts
Use the Notes field next to contacts in the company and monitored contacts directories.
What would you like to do?
Show queued calls
To track calls in queues, you need to select the queues to display in the Queued calls pane.
Note: When there's an incoming call, it'll appear in the Queued calls pane. If the receptionist isn't currently on a call, the call will transfer to the call console pane. If the receptionist is on a call, the incoming calls will queue in the Queued calls pane.
Receive calls from queues
Retrieve a call from a call queue
Change position of a call in a call queue
Transfer a call to a call queue
Transfer a call from a call queue