Messages, Call Logs, and Contacts

Messages, Call Logs, and Contacts occupy most of the TeleConsole's window and provide you with access to most of your records, communication history, and contacts information.


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Messages 


Messages give you access to Chat and SMS messages, as well as to your voicemails and faxes! (if you need to understand the difference between chat and SMS messages refer to this FAQ.)


There five different tabs where you can either look at just your Messages, Voicemail, or Faxes. Or you can see all of them in one window sorted by dates if you select the All tab.

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There is also a search tab, marked by a magnifying glass icon. The search feature only works on the All tab, but it is very powerful. As seen in the examples here, you can search by name of callers, as well as by dates, phone numbers, and even by phrases from your chats.  



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If you want to delete any message, fax, or voicemail you need to select it by clicking the icon to the left of its name. You can select multiple messages this way. Then click the DELETE button that will show up on the bottom right corner. 


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Messages


Both Chats and SMS messages can be found here. The tab is very straightforward. Simply click on any message to review or continue its related conversation. The interface works the same for either chat or SMS messages.


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Voicemail


Click any voicemail to open its review window. Here you can play the voicemail, Call Back the person who left it, Text him (either as a chat or as an SMS), Send Fax to him, or look at his Contact info in your contacts directory. 


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If the person does not exist in your contacts directory, instead of Contact info you will see Add to Contacts


When clicked the contacts directory will open with a new personal contact created and already populated with the the phone number of the person. You just have to fill in the rest of the information. 



Fax


Similarly, when you click any fax, you open a window where you can review the fax. The fax is kept as a file attachment that will be open outside the TeleConsole in your default image or PDF reader. 


The other options here are identical to the ones in voicemail. You can Call Back the person who left the voicemail, Text him, Send Fax to him, or review or add him to your contacts directory. 


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Call Logs


Call logs list the name of the caller, his phone number, and the date and time he called. 


As implied by the name, the log only refer to calls and not to messages. It lists both internal calls from other workers in your company and external calls from outside clients and contacts.  



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Call Logs also has five tabs. You can review your Outgoing calls (calls you made), your Incoming ones (calls you received), or the one you Missed. You can also review All of them together or click the magnifying glass tab to search the All tab with the same powerful search capabilities shown earlier - names, dates, and phone numbers (phrases are not relevant here).


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When looking at the All tab, you can differentiate between Incoming, Outgoing, and Missed calls by their colors and icons:


  • Incomings call have a green arrow pointing left.

  • Outgoing calls have a green arrow pointing right

  • Missed calls have a red arrow pointing left.  


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You cannot delete call log records!



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Contacts 


Store, edit, and view detailed information here about all your contacts including names, phone numbers, emails, and their company. 



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Contacts are divided into three categories that in turn are displayed in three different tabs:

  • Personal contacts include your own clients and any external contacts outside the company.

  • Company contacts are all the internal contacts in the company - that is anyone on the company's phone system.

  • Agent contacts are also contacts inside your company, but just those individuals who work exclusively by making or receiving calls. Each agent is assigned to one or more (phone) queues or groups while company contacts are not.

  • Under the forth tab - marked by the magnifying glass icon, you can search all the contacts by entering phone numbers, names, emails, extensions, etc.

Lets highlight the difference between Company and Agent contact with an example. A software company has a technical support department. The staff members who directly communicate with clients to help address their technical issues are agents and belong to the Technical support phone group. But the technical support department also has other workers (programmers, project manager etc.), who don't communicate directly with clients, but work to improve the software based on clients input. Those other workers are listed as company contacts. They have phone extensions, but they are not assigned to any particular group - hence they are not agents.


Personal Contacts

Adding and Deleting

To delete one or more personal contact select them by clicking on the icon (or image) to the left of the contact name, then click Delete on the bottom right of the screen.

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Add new contact by clicking the plus icon. Enter the contact's first and last name and his company. Only the first name is a required field. 

If you move your mouse over the person icon on the top it will be marked by a pen. Click and you can navigate to an image file on your computer that will represent the contact.

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Clicking Add phone number or Add email will add extra fields were you can enter as many emails and phone numbers as needed. Remove emails or phone numbers by clicking the minus icon next to them.

When adding new number fields, there are three types of phone numbers you can choose from: Work blob1477757057771.png, Personal blob1477757165099.png, and Fax blob1477757242616.png.



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View public
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This is an important option for toggling the status of a contact to be available for View (by) public. Once this is enabled, the contact will not only appear in your own Personal contacts, but also appear in the the Personal contacts of every other user in the company. In other words public contacts are shared by everyone in your company, while non-public contacts are only available for you.


Viewing and Editing

Click on any contact to view and edit all of its phone numbers and emails.



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From the menu on the top right corner you can either Edit the contact - in the same window as when you initially created it, or Delete it.

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From the mini-menu next to any phone number you can either Call, Text, or Fax the number:


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Company contacts

Company contacts are created by your administrator when he adds new users to the phone system. Hence, there is not much you can do here except click any mini-menu next to a contact to either Call or Chat with him.  


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One exception is your ACD administrator whom you can only Chat with.

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The window does have an important function of providing the phone status of users. In the example seen here all users are available to receive calls, except Rick Goodwin who asks to only accept urgent calls.

Your own phone status is set from the TeleConsole's menu on the top right corner. Additional statuses can be created in the TeleConsole's settings' status manager. Read more about it
here.  


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Agents contacts

Here you see agents in the groups you belong to. Agent contacts are created by your administrator as he designates users to different queues and groups. 

The tab is only informative. There are no operations you can do here except find out which queue or group an agent belongs to by hovering your mouse over the color coded discs to the right of their names. You can also see if the agent is Waiting for Call - available, Waiting for Call - his phone is ringing or he is dialing someone,  or he is On another call - unavailable. 

To contact any agent find them in the Company contacts directory and call or chat with them from there. 

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