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Manage Cloud Phone as a receptionist user

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:

    • Easily transfer calls – including being able to park or recall calls
    • See if users are available to take a call
    • See queued calls and answer calls from the queue
    • See users' mobile numbers and email addresses to direct calls or messages

     

    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

    1. Sign in to the My Phone portal
    2. Select My Features 
    3. Select Receptionist soft console from the left menu
    4. Select Activate to open the receptionist console window
    5. Enter your My Phone username and password to sign in
  • Navigate the receptionist console

    The main elements of the Receptionist interface include:

    • Call console
    • Contacts pane
    • Queued call pane (available with the enterprise edition)
    • Settings and help at the top right

     

    Call console

    • The call console is where you manage your current calls
    • The main area of the call console lists your current calls and lets you perform actions on them
    • The section at the top of the call console is the dialer. This lets you make ad hoc calls and redial up to 10 of the most recently dialed numbers.
    • The My conference calls section lists conference call lengths. It also lets you perform actions on conference calls

     

    Each call displays the following:

    • The name and phone number of the remote party (if available)
    • The call state
    • The duration of the call
    • The time a call has been on hold shows

     

    Contacts pane

    The contacts pane lets you call, track and manage your contacts. The pane lists available contact directories:

    • Monitored: Contacts whose status you’re monitoring. These are set up in the web portal.
    • Company: Contacts in your entire company
    • Personal: Contacts in your personal directory
    • Queues: Your call centre queues
    • Outlook: Your Outlook contacts if Outlook integration is set up
    • The contacts pane also contains a search function, which you use to search for contacts. It also shows a consolidated list of the contacts from all 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:

    • Call status icons:
      • An hourglass for when a call is waiting
      • A speaker for when a message is being played to caller
      • An arrow in a circle when someone reorders a call
      • A triangle with an exclamation mark when a call bounces
      • Name and/or number of the call centre
      • Total call time including the time in the current queue

     

    Selecting a call expands the call to show extra data:

    • Call priority bucket within call centres
    • Position of a call in a queue
    • Name and number of the calling party

     

    Settings and help

    • Settings is where you can configure your receptionist console settings, for example, date and time format
    • The Services tab under Settings lets you set up and activate call forwarding and do not disturb
    • Help will take you to the receptionist help content
  • 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.

    1. Sign in to the Receptionist console
    2. In the call console section, select an active or held call
    3. Select Park
    4. If the call timer expires before someone answers the call, the system recalls the call and it'll show in the call console
    5. In the contacts pane, expand the Group or Favourites directory
    6. Select a ringing contact and select ANS (answer)

     

    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.

    1. Sign in to the receptionist console
    2. In the call console on the left, select the call to camp
    3. In the Favourites or Company tabs, select a busy or ringing contact
    4. Select Camp for that contact
    5. The call will camp and disappear from the call console pane
    6. If the call timer expires before someone answers the call 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:

    1. Go to the settings at the top of the screen
    2. Select the Plug-ins tab
    3. Deselect the Disable all plug-ins checkbox
    4. Select Enable Outlook integration
    5. Select the contacts list you want to retrieve from the dropdown menu
    6. If you'd like to use your Outlook contacts as a preferred directory, select the checkbox

What would you like to do?

  • Make a call to a contact in your company

    1. Sign in to the receptionist console
    2. Go to the Contacts section
    3. Select the contact from the company directory
    4. Select the dropdown menu and choose which number you want to call
    5. Select Call

     

    Make a call to a number outside your company

    1. Sign in to the receptionist console
    2. You can either:
      a. Go to the Contacts section and select the contact from your personal directory
      b. Enter the number in the call console to the left
    3. Select Call or Dial
  • Redial a number

    1. Sign in to the receptionist console
    2. Select Redial from the call console pane and up to 10 recently called numbers will appear
    3. Select the number to call
  • View and make calls from call history

    1. Sign in to the receptionist console
    2. In the call console, select the call history icon directly to the right of the heading
    3. The Call history window that appears shows your missed, received and dialed calls
    4. To view call logs select the call type from the dropdown menu
    5. To make a call from call history, select the number you want to dial and then select the Call icon
  • View current call details

    1. Sign in to the receptionist console
    2. Your current calls are always shown in the call console pane to the left
    3. To show the details of an active conference call, select the green arrow in the conference call pane to expand the section

     

    View incoming call details

    • When a call shows in the call console pane, you can see the caller's number if they haven't blocked it
    • If the call is an internal call, the caller's name will show
    • If the call has come through from a call centre, the name of the call centre agent will show
  • 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

    • To hold a call, go to the call console on the left, hover the mouse over the call and select Hold
    • To resume the call, hover the mouse over the call and select ANS (answer)

     

    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.

    1. Sign in to the receptionist console
    2. In the call console pane to the left, select the call to transfer
    3. In the contacts pane, expand the contact details of the person you want to transfer to
    4. Select TRF (transfer)
       

    Blind transfer to an external number

    1. Sign in to the receptionist console
    2. In the call console pane to the left, enter a number in the Enter number field

     

  • Transfer a call to an internal number with consultation

    This type of transfer lets you announce the call before transferring it.

    1. Sign in to the receptionist console
    2. In the call console pane to the left, select the call to transfer
    3. In the contacts pane, expand the contact details of the person you want to transfer the call to
    4. Select the dropdown menu and choose which number you want to call
    5. Select TRF (transfer)

     

    Transfer a call to an external number with consultation

    1. Sign in to the receptionist console
    2. In the call console pane to the left, enter a number in the Enter number field and select Dial
    3. When someone answers the call, tell the user who is on the phone
    4. In the call console pane, select the call to transfer
    5. Hover the mouse over the new call and select TRF (transfer)

     

  • Transfer to voicemail

    You can transfer a call straight to a user’s voicemail.

    1. Sign in to the receptionist console
    2. In the call console to the left, select the call to transfer
    3. In the contacts pane, select a contact with voicemail
    4. Select VM (voicemail) for that contact
  • Transfer to a call queue

    1. Sign in to the receptionist console
    2. In the call console to the left, select the call to transfer
    3. In the contacts pane, expand the call queues pane
    4. Select a call queue
    5. Select TRF (transfer)

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.

    1. Sign in to the receptionist console
    2. Call both people you want to conference with
    3. In the call console to the left, select one of the calls to conference
    4. Hover the mouse over the non-selected call and then select Conf (conference)
    5. The calls move to the conference call pane where you can hold a single call or hold the conference call
  • Hold or resume a conference call

    • To put the conference call on hold: In the conference call pane to the left, select Hold
    • To resume the conference call: In the conference call pane to the left, select ANS (answer)

     

    Place a conference call participant on/off hold

    • Place a participant on hold: Select Hold for the participant
    • Take a participant off hold: Select ANS for the participant
  • Leave a conference

    1. Go to the conference call pane to the left
    2. Select Leave
    3. The conference stays connected but the calls are removed from the conference call pane

     

    End a conference

    1. Go to the conference call pane to the left
    2. Select End
    3. The calls end and disappear from the conference call pane

     

What do you want to do with contacts?

  • Show directories

    1. Sign in to the receptionist console
    2. Select the dropdown menu at the top right of the contacts pane
    3. Select the directories you want to see
    4. The directories you choose will show as tabs along the top of the contacts pane
  • Manage speed dial and personal directories

    1. Sign in to the receptionist console
    2. Select Edit in the speed dial or personal tab
    3. Select the pencil icon, which open a new window where you can manage your speed dials
    4. Select Add to add an entry
      a. For a personal entry, enter the name and number
      b. 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 select Delete
    6. To change a speed dial entry, select the entry, then double click to edit it

     

    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:

    • Idle (available): Green circle
    • Busy/unavailable: Red circle
    • Ringing: Yellow circle
    • Do not disturb: Red circle with a minus symbol
    • Call forward: Red arrow
    • Unknown: Grey circle

     

  • Search contacts

    1. Sign in to the receptionist console
    2. Enter the contact you're wanting to find in the Search text box
    3. Select Enter
    4. To restrict the search to specific criteria, select the Begins with box and select an option from the dropdown menu
    5. To clear the search results, select the cross icon

     

    View contact details

    1. Sign in to the receptionist console
    2. Select the contact you want to view and you'll see their phone number, extension, mobile number and department

     

  • Send an email to a contact

    1. Sign in to the receptionist console
    2. Expand the Company panel
    3. Select a contact with email
    4. Select Email
    5. In the window that appears, enter the required information
    6. Select Send


    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.

    1. Sign in to the receptionist console
    2. Expand the company or monitored contacts tab
    3. Select a contact to expand it
    4. Select the Notes link for the contact
    5. Enter or change information in the Notes field for the contact
    6. Select OK to save your changes

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.

    1. Sign in to the receptionist console
    2. In the Queued calls pane, select the options icon, which looks like a spanner and a screwdriver
    3. Select Edit queue favourite dialog
    4. Select the checkboxes for the call centres you want to monitor
    5. Select Save

     

    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

    1. Sign in to the receptionist console
    2. Select Settings at the top right-hand corner of the main interface
    3. Select the Application tab
    4. Go to the Queue memberships section
    5. Select the checkboxes next to the queues you want each call centre to join
    6. Go to the Operator policies section
    7. Select your Post sign-in ACD (automatic call distributor) state from the dropdown menu
  • Retrieve a call from a call queue

    1. Sign in to the receptionist console
    2. In the Queued calls pane, expand the call centre panel
    3. Select the call
    4. Select Retrieve for that call
    5. The call will transfer to the call console pane

     

  • Change position of a call in a call queue

    1. Sign in to the receptionist console
    2. In the Queued calls pane, expand the call centre panel
    3. Select the call and then select Reorder
    4. Select a new position from the dropdown menu that appears
    5. Select Send to front if you want to move that call to the top of the queue
  • Transfer a call to a call queue

    1. Sign in to the receptionist console
    2. In the Queued calls pane, expand the call centre panel
    3. Select a queued call
    4. In the contacts pane, expand the queues panel
    5. Select a queue and then select TRF (transfer) for that queue
    6. The call goes to the bottom of the queue
  • Transfer a call from a call queue

    1. Sign in to the receptionist console
    2. Select a call from the Queued calls pane
    3. To transfer the call to a contact, select the contact in the Contacts pane and then select TRF (transfer) for that contact
    4. To transfer the call to an external number, enter the number in the dialer
    5. Select Transfer in the Dialer field
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