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 are five different tabs where you can either look at just your Messages (chats/SMS), Voicemail, or Faxes. Or you can see all of them in one window sorted by dates if you select the All tab.
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.
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.
Both chats and SMS/MMS messages can be found here.
Chats are messages exchanged with internal contacts (fellow workers or agents in your company or your call-center manager - ACD Admin). They appear in your list of messages marked with a icon.
Messages exchanged with external contacts are converted to an SMS - Short Message Service (or MMS if it contains any media), also simply known as Text Messages. You must have an SMS number activated for your account to be able to send SMS messages (it is a seperate number from your regular number). The recipient's must also have an SMS number, either on a a real mobile telephone or one associated with a VoIP account. SMS messages appear in your list of messages marked with a icon.
Click on any chat or SMS to review or continue its related conversation. The interface looks the same for either except for the information on the top. For SMS messages you will see both your active SMS number (top-right) and the recipient's number (top-left) with the icon next to them. For a chat , since no actual phone numbers are involved in the communication, you will just see the name of the recipient with the icon next to it.
Write your message in the Send message field and click on the bottom-right to send it. Click to add emojis to your message. Click to attach a image to your message. To send a text message with the image make sure to type the text before you tap the attach button. If there is any picture or MMS file in the message you can click it to download it. You can read more about the messaging interface here.
If you click any individual message inside the conversation a trash can icon will be displayed. Click it and the individual message (not the conversation) will be deleted. There is no prompt to allow you to cancel the deletion once you click the trashcan.
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, look at his Contact info.
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.
Similarly, when you click any fax, you open a window where you can review it. The fax is kept as a separate PDF file attachment. Click its name (it appears in blue) to, depending on your browser's settings, either download it to your computer or open it in your default image or PDF viewer.
The other options here are identical to the ones in voicemail. You can Call Back the person who left the fax Text him, Send Fax back to him, or review his Contact info or Add (him) to contacts.
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.
You cannot delete call log records!
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).
- Incoming call have a green arrow pointing left.
- Outgoing calls have a green arrow pointing right.
- Missed calls have a red arrow pointing left.
Store, edit, and view detailed information here about all your contacts including names, phone numbers, emails, and their company.
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.
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.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.
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 , Personal , and Fax .
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.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.
From the mini-menu next to any phone number you can either Call, Text, or Fax the number.
Company Contacts are created by your administrator when he adds new users to the phone system. Hence you can't edit or delete company contacts.
You can click any mini-menu next to a contact to either Call or Chat with him.
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.
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.