Receptionist Console User Guide

Transcription

1 Receptionist Console User Guide

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3 Contents Who is the software intended for?... 5 Set up... 5 First time logging in... 6 Understanding the Console... 6 Operating the Console... 7 Transferring a call... 7 Finding a Contact... 8 Place an Outside Call... 9 Hang Up (Release Call)... 9 Place a Call on Hold... 9 Get a Call off Hold... 9 Transfer a Call to a User s Mailbox... 9 Directed Call Pick Up To Connect a Conference Call

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5 Welcome to the Receptionist console. This easy-to-use software takes the place of hardwarebased systems that are difficult to learn and take up valuable desk space. This short user guide explains the basics of set-up and use of your new software, but it can do much more. Consult your management or telecommunications provider for additional information. Who is the software intended for? The Receptionist Console is intended to be accessed only by Receptionists, those who perform the receptionist function, and designated administrators. Set up The receptionist console software requires use of a computer, typically Microsoft windows based. For convenience, most offices will select a desktop computer for the receptionist to use. Since the phone might ring at any time during business hours, many offices will have a dedicated PC or set up the reception area with a dual monitor setup on a single PC. Either way, the goal of having the console software always up and ready is accomplished. Once the software is loaded and properly configured on your computer, you will find the program under Programs > BroadSoft > BroadWorks Receptionist > BroadWorks Receptionist. It is recommended that the receptionist create a desktop icon for the program. This is to make it easier to find the program as it will need to be accessed on a regular basis. There are different 5

6 ways to do this, depending on your operating system. One method is to right-click BroadWorks Receptionist from the above navigation and selecting create desktop icon. Many receptionists find it convenient to use a telephone headset for privacy. If you want to set-up a headset for this purpose, you will want one that works with your telephone handset, NOT your computer. First time logging in The first time logging in requires knowledge of the User ID and Password. The User ID will be the ten-digit telephone number of the main telephone line (without special characters or spaces), followed by the at symbol, and then the assigned domain name (for example, xyzcompany.com). In other words, it will look like this: User ID: @company.com The password will be assigned by your management. If the save username and save password boxes are selected, the receptionist will only need to click the saved icon on the desktop in the future. Understanding the Console The console is divided into 5 parts: The Switchboard Area The Contact Area The Search Area The Options Area The Control Area 6

7 Operating the Console When a call enters the system, it appears in the Switchboard Area. The call may be answered by double-clicking on the call or clicking on the Answer icon in the Control Area. Transferring a call There are two types of call transfers: Consulted and Blind. Consulted transfers have conversation attached; it is usually to announce the call to a third party. 7

8 Blind transfers are sent directly to the 3 rd party without conversation. To initiate a Consulted Transfer: 1. Place the caller on hold (OPTIONAL) 2. Double-click the name of the person that call will be transferred to in the Contact Area, or click the person s name once and then press the Dial button in the Control Area 3. Announce the caller, and then press the Consulted Transfer icon. If the called party does not answer, you may press the End icon to get back to the original caller To initiate a Blind Transfer: 1. Place caller on hold (OPTIONAL) 2. Click the name of the person that call will be transferred to in the Contact Area 3. Press the Blind Transfer button in the Control Area Alternate method: 1. Place caller on hold (OPTIONAL) 2. Find the person that call will be transferred to 3. Click and drag the call to the person Finding a Contact The Contact Area contains a list of all users on the local system. While there are several lists to choose from, you should be using the Monitored Contacts tab as the primary list of users. 8

9 This list may be sorted alphabetically (or reverse alpha) by Last Name, First Name, Status, Extension, etc Clicking on the header such as Last Name will initiate this action. The list may be narrowed down to a specific first letter, such as all with the same 1 st letter of the last name, by clicking the appropriate letter in the Name Selection Field. A more specific sort may be achieved by typing all or part of a name in the Search Field. Place an Outside Call 1. Click on the Other icon 2. Dial the telephone number and press Enter 3. Lift the handset or press the speaker key Hang Up (Release Call) Click on End icon Place a Call on Hold Click on Hold icon Get a Call off Hold 1. Double click on call in switchboard box OR Click on call in status box 2. Click Unhold icon Transfer a Call to a User s Mailbox 1. While on a call, click on the directory entry for that user 2. Click on Voic icon 3. Click on Voic Transfer icon 9

10 Directed Call Pick Up 1. Select the user in the directory who s phone is ringing 2. Press the Call Pickup icon OR Dial *97 from the phone and press Send 3. Enter the extension number of the phone that is ringing To Connect a Conference Call 1. While on a call, press Hold icon 2. Call the second party 3. Press the Conference icon You can only have up to 3 parties on the console (yourself plus 2 others) Note: Once the conference is established you can exit the conference and allow the other parties to continue by pressing the Exit Conference icon 10