Profile Options

Access the TeleConsole profile options by clicking the Menu button on the top left corner. Click on it again or push Escape on your keyboard to close it. 




Profile


Click Profile to access your profile description and change your password. 


Your TeleConsole profile provide other users and agents with details about yourself. It is also where you change your password.



These are the different operations you can perform here:


  • Changing your profile picture

    The title of the window is your user name  followed by your extension or phone line. The extension is set by your administrator.

    Above the title is your profile picture - a generic person symbol by default. Hover your mouse over this symbol. It will change to a pen symbol.   

    Click, and you will be prompted to navigate and select an image from your computer to replace the generic symbol.

  • Setting personal information

    Below the title you can enter the following information:

    • Your First Name

    • Your Last Name

    • Your Email Address - where, among other things, you are able to receive notifications about voicemails.

    • Your User Name - by default this is identical to your email address.

      Important - if you change your user name, you will need to contact us to set you up with a new initial password.

  • Changing your password

    Enter a new password in the New Password field. Then reenter it in the Confirm Password field to verify you made no typos.

When you are done, click the Save button to record the changes you made.

If you don't want to save your changes, click the arrow on the top left corner of the the window. 



Other Profile Menu Options

Available/Do Not Disturb


When this toggle is set to either to Do Not Disturb inbound calls will go directly to your voicemailIt does not block chats.



The call center administrator will see when you activated Do Not Disturb so he can avoid redirecting calls to you.

Other agents and company contacts will not see that you activated Do Not Disturb. Instead you will need to change your phone status to indicate to them you are unavailable.


Forward


Here you can set up some phone forwarding scenarios.




  • Forward My Phone - toggle this On to have all your calls forwarded to a number you specify here.


    If you turn this on, the rest of the forwarding choices will become unavailable and vice versa.

     

  • No answer the call should go - select where a call should be redirected in case you can't answer it. Choose from the drop-down menu between a Phone Number, an Extension, or a Voicemail. You can also select to Hang up the call instead of redirecting it.


  • On busy the call should go -  select where a call should be redirected in case you are busy with another call. Choose between a Phone Number, an Extension, or a Voicemail. You can also select to Hang up the call instead of redirecting it.

  • On unregistered or unreachable the call should go -  select where a call should be redirected in case you are logged out or unreachable for any other reason. Choose between a Phone Number, an Extension, or a Voicemail. You can also select to Hang up the call instead of redirecting it.

Phone Line, and Mailbox

The TeleConsole supports multiple lines and mailboxes. Here you will select the phone line and mailbox to be associated with your account, that is the line that will ring when someone is trying to reach you and the mailbox that will receive messages from callers. The choices are predefined by your administrator.

Usually there in no need for more than one line, hence the line and mailbox will be have the same number. But in the example shown here, we see that line 1113834 will ring, but messages will be left at 113831. This can be handy if, for example, an agent works in department A half a week and department B the rest of the week. He can, therefore, let his department A clients leave messages in one mailbox and clients of department B in the other.




Make sure at least one Mailbox is selected, otherwise you will not be able to see your voicemails. 


SMS Phone Number and Fax Number (optional)

Select the phone numbers where clients can send you or receive SMS messages or faxes from you. You may or may not see these in your TeleConsole menu, since they are both optional and need to be set up by requesting them from your administrator or from us.

Even if they are set up you must check-mark the numbers here to enable them. Otherwise you will not see any SMS messages or Faxes in your TeleConsole.



Queue States

This lists the queues you belong to and allow you to toggle your Logged In status on or off your in those queues.

If you have logged off from all the queues you belong to, the call center administrator will see you as being Unavailable on his ACD administration interface.


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