Using the Attendant Console

This article will demonstrate how to utilize the Attendant Console within Portal.

To open the Attendant Console, click the link in the top right, next to your profile drop-down.

 

 

User Interface

The user interface is broken down into 3 sections.

  1. Call park zone
  2. Extensions
  3. Place a call/Active call

 

 

Call Park Zone

The Attendant Console supports dynamic call parking and static call parking. By clicking the slider at the top of the call park zone you can switch between these behaviors. Dynamic call parking will automatically assign the call to the next available parking lot, whereas static will allow you to select specifically which parking lot to assign the call to.

To park with either of these, simply click your active call and drag it to the call park zone. If you are using static call parking you will need to drop it into a specific lot. There is also a park button on the active call you can press to quickly park the call. If using static park assignments, you must select the parking lot after clicking the park button.

To retrieve or transfer a call, select the appropriate option within the parked call. You can also drag and drop the call to the destination in the extension list.

 

 

Extensions

The middle column will display a list of users and extensions, divided down into three categories.

  • Contacts

By default, your contacts list includes every user in the domain. You can add contacts within your user account to make them show up here. Specific groups can be created by clicking the + symbol above the "Sort by" drop-down, and then filtered by specific group.

  • Call Queues

Call Queues will display all call groups in the domain. You can also see the number of available agents in the call queues list.

  • Auto Attendants

Auto Attendants will display all the auto attendants within the domain.

The search bar will find any match in all three tabs.

 

 

Place a Call / Active Call

The last column is reserved for placing/answering calls and manipulating active calls.

Calls placed through the Attendant Console will follow your active answering rules. For more information on answering rules, see Answering Rules.

To initiate a call, simply click Make a Call and enter the number you wish to dial. You can also call any user, Call Queue, or Auto Attendant in the domain by just clicking their name from the Extensions column.

When you are on an active call you will be presented with four options.

  • Hold
  • Transfer
  • Park
  • End

The Attendant Console was designed with touchscreen usage in mind. All features mentioned previously should work with most desktop and tablet touchscreens.

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