Receptionist Console

Receptionist Console

The OMNITOTAL receptionist console solution allows you to quickly manage your calls through your computer station while keeping a personal touch.

Give your operators and receptionists superior and optimal call routing and distribution tools. The OMNITOTAL Receptionist Console can help you ensure that your teams handle all calls efficiently and professionally. The OMNITOTAL Receptionist Console can be associated with all telephone extensions in your organization.

Seamlessly answer, transfer, park, put on hold, place calls and more from the OMNITOTAL Web Receptionist Console, which controls one telephone extension in your organization.

Before you start

To be able to use the console, you must first obtain from OMNIVIGIL the package and necessary permissions for its use. To do so, you must

  1. Activate the Receptionist Console package
  2. Assign Telephony—Receptionist Console permission to users who will be using the Console.

Console Configuration

The receptionist console is customizable to your needs.

To configure the receptionist console for your user, you must set it up through the menu:

  • Telephony | Receptionist Console | Settings

This form allows you to:

  1. Define the telephone extension that will be associated with the receptionist console (if you have several extensions)
  2. Select the telephones to be displayed in the console.
  3. Specify which grouped stations, queues, intercom stations, teleconferences, parking lots, and custom groups to display
  4. Indicate if you prefer to sort the positions by first or last name

Customized groups

It is possible to create custom groups to logically separate a group of telephones or users. This is particularly useful if you have several branches or offices that will be served by the same operator. For example, you could have one group for your Montréal office as well as your Quebec City office.

To create groups, use the menu option:

  • Telephony | Receptionist Console | Groups

These groups will appear in the settings sheet and can be displayed in the receptionist console.

Console Description

There are two ways to access the receptionist console:

  1. Through the menu Telephony | Receptionist Console | Console
  2. Through the utility menu in the upper right corner with the option Receptionist Console.

The console is divided into six sections described below.

 

 

Section 1 – Dialling Tools

Dial and call a phone number.

Section 2 – Call Control

You can end (hang up), put on hold, or transfer calls with drag and drop to the desired user or extension.

Section 3 – Special extensions

This section displays the special workstations selected by the settings. You can transfer a current call to these extensions using drag and drop. A visual indicator shows the status of the extension (available, busy).

Section 4 – Groups/Search/Filtering

This section allows you to select the custom group to display or filter the user(s) you are looking for. This zone also allows you to activate the compact display of user cards.

Section 5 – Users

The list of users by group is listed. You can see each user with the associated extension numbers and their status in maps displayed in alphabetical order.

On each card you will see

  • The name of the user
  • The extensions associated to the user
  • A tooltip indicating whether the user has left a note for the receptionist

The colour of the card indicates the status of the user:

  • Green—Indicates that the user is available
  • Yellow—Indicates that a user’s station is currently ringing and the user may become unavailable.
  • Red—Indicates that the user is currently on a call or unavailable.

An incoming call, in-progress can be dragged and dropped to any of its user records for a transfer to be made.

Section 6 – User Details

By clicking on a user card, you can show detailed information about the user. When the detailed information is displayed, you can:

  • Dial by clicking to the appropriate extension (handset mode, hands-free)
  • Direct access to the user’s voice mailbox to leave a message
  • View the user’s other phone numbers, e.g. Cellular. The Click-to-Call function is also available to you.
  • View the user’s emails and use the links to write an email.

Do you want to learn more about the console? The best way is to request a demonstration.

Contact us for a demonstration