Calls, Messages/SMS, and faxes are handled from the communication tab at the bottom of the TeleConsole's window.
These choices are rather straightforward but there are some details here that you should be aware of.
To make a call, click the digits you want to dial on the virtual dial pad or start typing a name of a contact into the Search for contact field.
Internal contacts inside your company have a brown icon, while external ones have a blue icon. There is also an internal contact represented by a gray icon just for your call-center manager, also refereed as ACD administrator.
Before making the call you have the option to select a Caller ID - the number that the recipient will see.
To select the ID click on the menu button to the right of "New Call" and then select either Default - your company's main number, Unknown - which will hide your number, or any number that is available for selection. The available numbers are predefined by your administrator and he can set you up with additional specific numbers.
Caller ID can also be set from the Settings menu. Read more about it here.
Type a name to find a contact in the Search for contact field and click to add it to the list of recipients for the message you are composing.
You can send the message to one of multiple contacts. After selecting all the recipients just enter the message in the Send message field and click Send.
Once again, Internal contacts have a brown icon, while external ones have a blue one.
This is an important distinction to note. Because internal messages, to fellow workers in your company or your call-center manager (ACD Admin), will be handled like chat conversation - similar to any other instant messaging app you use on you personal computer or smart phone.
But messages sent to external contacts will be converted to an SMS - Short Message Service, also simply known as Text messages, and be sent directly to the client's mobile phone number.
In the example above notice how it says chat under the name of the two internal contacts (Alexander and Dorothy), while listing a phone number under the external contact (David).
What this means is that an internal message, basically have two computers (or mobile devices - a tablet or smart phone) at each end of the conversation. But an SMS message between you and an external contact has your computer at one end and a mobile phone number at the other end.
Since SMS messages are exchanged between two phone numbers, your TeleConsole must be set up with an SMS phone number to make this work.
You can click the menu button to the right of "New Message" to select your SMS phone number, or just make a note of it in order to provide it to clients. If the SMS number is not selected, you will get an error message when trying to send a message to external contacts.
If you don't see any SMS number available for selection, you need to contact us since SMS numbers are set up manually.
An SMS number is different than your default phone number, but to it is easy enough to set your phone number with a caller ID that matches your SMS number. This way you will only need to provide clients with one phone number.
You can only send a fax to one recipient at a time!
Enter a recepient for the fax in the Search for contact field. Drag-and-drop the file to be faxed into the window or click click here to navigate to it. Than Click SEND FAX.
Just like in making a call, you can select a caller ID for the fax from the menu button to the right of "New Fax". The recipient will see the fax from either your Default company number, an Unknown one, or a specific number available from the list.
Faxes going to internal numbers will be available in the TeleConsole's message center of other agents. Faxes going to external numbers need to be sent to numbers connected to an actual fax machine or a fax software.
The fax feature accepts and supports all major image formats including PDF, JPEG, TIFF, PNG etc. PDF is the default format.