The Teleconsole settings come with three sub-menus: Phone settings, Voicemail settings, and General, with the later just providing information and feedback rather than allowing you to alter any settings.
Access the settings by clicking on the gear icon on top right corner.
These include Caller id, Time Zone, While call ring play the caller, Call screening, Call waiting, Speed dial & BLF monitoring, and Status manager.
Caller ID - This is the number shown to clients when you call them, which can be set to be different than your actual phone number. This can be handy, for example, for an agent that works in two different departments or for a call-center that handles two completely different products. Each department or product gets its own unique caller ID number.
The drop-down menu will offer you a choice of various Caller ID numbers that were predefined by your administrator. Also you can choose between Default - your company's main number or Unknown - which will hide your identity when you call clients.
Time zone - Leave this at Default to let the system automatically configure the time zone for your phone or manually select one.
While call ring play the caller - Select what the caller hears while his phone is ringing you. The choices are either a Play Ringing tone or Play music.
Call screening - Select to Disable or Enable this feature. When enabled this will ask the caller to record his name. When the call is picked up by an agent, he will hear the name of the caller and can make a choice if to proceed with the call or disconnect it.
Call Waiting - Select to Disable or Enable this feature. If disabled a call will go to voicemail if an agent is busy with another call. If enabled the call will keep ringing on the caller's end while the agent will hear beeping tone indicating he has a waiting call.
Speed Dial & BLF monitoring - BLF stands for Busy Lamp Field. It is a collection of lights on a phone that show who is talking on other extensions. This help you see if other agents are busy before forwarding them calls, by pushing the button connected to their extension. Speed Dial simply allows you to designate complex long phone numbers to keys on your phone which in turn makes it possible to dial those numbers with one push of a button.
In general Speed Dial is aimed for external numbers while BLF is aimed for internal extension. They both work the same except with BLF you get the busy light indicator.
The Speed Dial and BLF buttons setup we have here share the physical buttons on your phone. Presently the TeleConsole does not have a software equivalent to those buttons. You define them here, but can only use them with your physical phone.
Once you enter the setting screen click the plus icon on the bottom right to add a new entry. The entries will be added in a sequence corresponding to the physical buttons on your phone.
There are three fields in each entry. On the first field Add a Description for each entry like the name of a client for a Speed Dial entry or the name of a fellow worker for a BLF entry. On the second field select whether the type of the entry is BLF or Speed Dial. If it is Speed Dial enter a phone number on the third field. If it is a BLF select an extension from the drop-down menu.
If you scroll to the bottom of the drop-down extensions menu you will see that you do get the choice to enter a Custom input. This does give you the choice to enter a phone number instead of an extension. Obviously the phone number you enter should be on system that supports BLF to make this work.
Once you create new entries or change existing ones if it very important that you reboot your phone for it to acquire the changes from the TeleConsole.
Status manager - This refers to your availability status that you set by clicking the Phone status & Log Out button on the top right corner and tells other agents about your availability to receive calls. You can read more about this in the Getting Started and an Overview of the Teleconsole.
With the status manager you can add new availability statuses or delete existing ones. Select any status and click the trashcan icon on the top right corner to delete it.
Or click the plus icon on the bottom to add a new status. Select if the status type is Busy or Available (that is the green or red icon that is associated with the status), and then enter the actual message for the status.
Change voicemail pin - Your voicemail PIN, Personal Identification Number, protects your voicemail and provides you with privacy. You enter it when you call your voicemail to access your messages from outside the TeleConsole. A PIN is made up of only numeric digits and must be at least four digits long. It can be as long as one hundred digits.
After you click this button, enter a New PIN, confirm it to make sure you made no typos, and click the check-mark button on the top right corner. You will get a message saying "Voicemail PIN successfully changed!"
If you decided not to change your PIN, just click the backward arrow on the top right corner.
- Change greeting - There are several options for the greeting a client will hear when he reaches your voicemail, depending on the call scenario.
Default greeting will have priority and be played if no other greeting has been recorded.
- However if the Default greeting is empty (no recording has been made) than the system will play your Audio name followed by saying "is unavailable".
Temporary greeting is played if you are unreachable, like when you are logged out of all your queues or toggled your availability status to Do not disturb.
- Busy greeting is played if you are on the phone with another client.
Click on any of the greeting categories to reveal its recoding and settings.
You can preview the currently selected greeting or the one you just uploaded with this little audio player.
Click UPLOAD NEW to upload a greeting you have already recorded on your computer or from an existing file (.wav file format is accepted.) Drag and drop the file to this window or click click here to navigate to it. Once you have uploaded the file click SAVE to add it to the list of available greetings or click the X icon to discard it.
Any file you upload this way is available to all greeting categories. In other words the uploaded audio files are stored in one location which all greeting categories share.
Once you have uploaded a greeting, click CHOOSE GREETING to select it from the list of available greetings.
Instead of recording a greeting on your computer you can have the TeleConsole CALL (you) TO RECORD it. Simply enter your phone number here and click CALL ME. Your phone will ring and once you answer you will be prompted to record your greeting. When you are done the greeting will be available under Choose Greeting and be labeled by the date and time your recorded it.
- Default greeting will have priority and be played if no other greeting has been recorded.
Play info before voicemail message - Toggle on and off the information you would like to to be played before you hear a voicemail. The choices are self explanatory - Play callerid, Play message duration, and Play the time message was left.
Notifications - Choose if you would like the TeleConsole to send you notifications about voicemails. The choices are Notify by email with file attached - that is you will get an email with an audio file attachment of the voicemail, and Notify by receiving a call - where you will get a phone call and be able to listen to the voicemail.
The email and phone numbers where you will receive the call or attachment can be edited or viewed in your TeleConsole's profile. More information about your profile is available here.
These notifications are different from Push Notifications. Push Notifications show messages regarding voicemails, calls, faxes etc. on your computer in pop-up windows. You can read more about them here.
Take the tour - This shows a short slide show highlighting the main features of the TeleConsole.
About Teleconsole - Provides general information about the TeleConsole and its functions.
User feebback - A short interactive form allowing you to send us feedback. Simply enter your Email and Comments and click send.