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Voice Learning Center / How to Use Attendant Console

How to Use Attendant Console

The MegaPath Software Attendant Console is designed give you visibility to the call status of some or all employees within your office. The Console can also help manage and route incoming calls for your telephone number. The Console plug-in must be installed on your computer.  

To run the application, select it from the Start menu of your Windows screen. 

The first time you run the Attendant Console, you must enter your web portal account information (same credentials as you use to log into your portal). The console will authenticate your account and open to the screen shown below.

 

Navigation Elements

File: Use this menu to logout or exit from the Attendant Console application.

View: Use this menu to toggle view of the Call Center Queue.

Tools: Use this menu to access Call History and Console options.

Help: Use this menu to access the in-program user guide

Switchboard: The switchboard section displays information on inbound and outbound calls for your telephone number. Look here to view calling and called party telephone numbers, status of the call (ringing, active, on hold, or camped), and length of time the call has been in the switchboard.

Queue: To view the Queue section, open the VIEW menu and select queue. The Switchboard will resize and the Queue section will appear next to it. The queue section provides visibility into any associated call center queues and gives you the ability to directly answer callers in the queue as needed.

Contact Directory:The Contact Directory section shows your contacts within the company and can be filtered based on the entire company (enterprise), your monitored users, your personal directory, or your speed dial entries (the LDAP option is not supported by MegaPath at this time). You may use the Contact Directory section to highlight users and telephone numbers you would like to route calls to.

Call Options: Shows which options are available for the contact you have selected. The main options are Phone Number/Extension, Mobile (telephone number), Voicemail, Yahoo Messenger (Yahoo Messenger is not supported by MegaPath at this time), and a manually entered “Other” telephone number. Moving your mouse over the options will cause them to grow and the other options to shrink. When you select an option, that option will remain large and become highlighted. If any options are unavailable for use, they will be darkened and will not change size regardless of mouse placement. You may use the Call Options section to specify the destination for your call routing (contact’s extension, voicemail, mobile phone, or other).

Call Control: Shows which call routing actions are available for the selected call (highlighted in the switchboard). Some of the actions include Dial, Hold, Transfer, Conference, and End. Moving your mouse over the available actions will cause them to grow and the other actions to shrink. When you select an action, your call will be immediately routed based on that action and the Call Option you selected above. If any actions are unavailable for use, they will be darkened and will not change size regardless of mouse placement. You may use the Call Control section to route all calls displayed in the switchboard.


Placing and Receiving a Call

Calls to Other Extensions

To call another extension using the Attendant Console, highlight the desired contact in the Contact Directory, select EXTN from the Call Options section, and click Dial from the Call Control section. The system will first ring your phone, and then connect the call to your desired extension, once you answer. At each stage of the call status will be indicated in the Switchboard section. 

Calls Outside the Office

To call a telephone number outside the office (or any number not listed in your Contact Directory) click Other in the Call Options section and input the desired number, then press Enter. The system will first ring your phone, then connect the call to your desired telephone number, once you answer. At each stage of the call the call status will be indicated in the Switchboard section.

Receiving Calls

When you receive an inbound call, your desk phone will ring and the Switchboard will display the status as “Ringing In”. To accept the call, simply answer your desk phone like normal and the Switchboard status will change to “Active”.


Managing Calls

Multiple Calls

When you have multiple calls at the same time, you will be able to use the Switchboard to identify and manage them by caller ID, current status (active/on hold/camped), and length of call. You will also have the ability to link two calls together for advanced routing options such as 3-way conferencing and transfers.

Linking Calls

The chain icon next to a call in the switchboard indicates that call is linked with any other call that has the same icon present. Initiating a 3-way conference or transfer will affect the linked calls (i.e. conference the linked calls together with you or transfer (connect) the linked calls to each other).


Call Hold, Transfers, and Camp

Call Hold

To place or resume a call on hold, follow the standard process for your phone. The change in status will be reflected in the Switchboard. At this time MegaPath does not offer any phones which support the Attendant Console’s Hold button in the Call Control window and that option will remain darkened and unavailable.

Warm Transfer

  1. While on a call, initiate a second call to the person you wish to transfer the call to. The system will ring your phone via call waiting. When you answer, the system will connect you to your intended party.
  2. When the intended party answers, announce the call.
  3. Make sure that your current call and the call you wish to transfer both have the link icon highlighted in the Switchboard
  4. Click the Consulted Transfer option in the Call Control section to complete your transfer. Note: If both calls do not have the link icon highlighted, the Consulted Transfer option will be darkened and unavailable.

Blind Transfer

  1. While on a call, highlight an internal contact or enter a number into Other in the Call Options section. The Blind Transfer option will become available in the Call Control section.
  2. To complete your transfer, click Blind Transfer in the Call Control section to complete your transfer. Note: The link icon is not required for a blind transfer.

Voicemail Transfer

When a caller needs to talk to a specific individual who is unavailable, they will often be willing to leave a message with that individual’s voicemail. To perform a direct to voicemail transfer using the Attendant Console:

  1. While on a call, highlight an internal contact in the Contact Directory.
  2. Highlight Voicemail in the Call Options section.
  3. Click Voicemail Transfer in the Call Control section to complete your transfer.
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Camping a Call

Sometimes a caller will need to talk to a specific individual who is already on a call (busy status) and is willing to wait for that person to be free instead of leaving a message. For this situation, it is useful to “camp” the caller on the desired person’s extension so that as soon as the recipient completes their current call, the caller will ring through. Note: While a caller is camped, they will hear hold music.

  1. Place the call on hold.
  2. Highlight the extension of the contact (busy status) you wish to camp the call for. The Camp On option will become available in the Call Control section.
  3. Click Camp On. The status of the call displayed in the switchboard will change from On Hold to Camped.
  4. Once the recipient is free, the camped call will automatically be transferred to the recipient and cleared from the Switchboard. Note: If you wish to uncamp a call, highlight the desired call and click UNCAMP in the Call Control section.

3-Way Conferencing

Three-way conferencing is useful when you want to talk with two other parties simultaneously. To initiate a three-way conference:

  1. With two (or more) calls displayed in the Switchboard, highlight the link icon on the two calls you wish to use for your 3-way conference. Note: One of the desired calls must also be highlighted in order to properly link them.
  2. Click Conference in the Call Control section.
  3. The link icons in the Switchboard will change to three people, indicating a three-way conference.
  4. To exit the three-way conference (and let the other parties continue their conversation), click Exit Conference in the Call Control section.
  5. To end the three-way conference (and disconnect all parties), click End Conference in the Call Control section.

Call Center Integration

If you belong to Call Center queue, the Software Attendant Console can give you visibility into the call center queue as well as the option to transfer callers to the queue.

To open the Call Center view:

  1. Select Queue from the View menu. The Switchboard section will shrink and the Queue section will open up in the space created.

To Activate your Queue Monitoring

  1. Select Options from the Tools menu (or press Alt + O). This will bring up the options and configuration screen.
  2. Make sure you have the Call Center tab selected.
  3. To enable changing your personal availability/unavailability status for call center calls through the Attendant Console, check Available under Queue Availability.
  4. To enable Queue monitoring, check Login under Queue Monitoring Account Information and enter the call center password in the appropriate text box. To save your password for successive logins, check Save. Note: If you belong to multiple call center queues, you may repeat the above procedure for each queue you wish to monitor.
  5. When finished click Apply or OK to save your changes. To abandon all changes, click Cancel.
  6. Once you have closed the options box, click Login in the Queue section of the Attendant Console. The system will log you in and show any calls which are in the call center queue (both existing and new calls as they come in). 

To Transfer a call into the Call Center Queue

  1. Highlight the call you wish to transfer in the Switchboard section.
  2. Click Queue in the Call Options section and select either Front of Queue or Back of Queue from the menu that opens.
  3. Click Queue Transfer from the Call Control section. Your call will be transferred from your Switchboard into the call queue.

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