Getting Started and an Overview

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Access

Credentials and Password

Desktop Plugin Installation

Phone Status and Log Out

Active Calls and Queue Calls

The TeleConsole Menu and Profile

Settings

Messages, Call Logs, and Contacts

The Communication Tab



The TeleConsole provides an agent or a user with a central communication hub to perform, receive, and access calls, messages, voicemails, faxes, contacts, and logs.


Getting Started


Access

Access depends on the type of device you are using.

  •  From Telebroad's website...

    • If you are on a desktop computer:


      • Click the Login button on the top right corner and select TeleConsole.


    • If you are on a mobile device:

      • Tap the menu button on the top right corner.

      • Tap Login and select TeleConsole.



  • Or just type the following address in your web browser:

    https://app.telebroad.com

Credentials and Password


No matter how you access the page, you will end up at the signing screen.



  • Click SIGN IN WITH GOOGLE to use your Google account to access the TeleConsole.

  • Otherwise provide your TeleConsole's User Name and Password and click SIGN IN.

    If you don’t have a user name, please contact us to set one up.

  • Check the Remember me box to save your password and avoid having to retype it in the future.

  • If you forgot your password, click the Forgot your password? link and you will be taken to a screen where where you will be asked to provide your email. Instructions of how to reset the password will be then emailed to you.

    For more details see the What to do if you forgot your password?

  • Click the Google Play or App Store links if you want to download the mobile versions of the TeleConsole.

Desktop Plugin Installation


New queue display and stability features now require downloading an additional plugin for windows desktop machines. 


When you sign in to the TeleConsole for the first time on your PC computer, you will get prompted to download the plugin.



The plugin will download as WebPhoneService_Install.exe. 


Because of the .exe extension of the file, it may be tagged by your virus protection software as a potential threat. Ignore this or switch off your virus protection temporarily, just for the duration of the installation! 


Also if you have a firewall software running it may also display a few alerts because the installation is adding some communication protocols to the system. You can ignore these alerts and allow the installation to proceed.  



Click the downloaded file in your browser and follow the onscreen instruction of the installation wizard. You will be prompted by Windows to allow the installer to make changes to your computer. Approve this request. Once the installation process finish just refresh your TeleConsole's browser window and you are good to go.


If you need to remove the plugin for any reason go to your Windows settings and select Apps>Apps & features. Find WebPhone Service Plugin in the list of apps and click Uninstall.


Overview


Once you have logged into the TeleConsole you will be presented with the main screen, which has six different components. 


In this guide we will only review Phone status (1) and Active calls and Queue Calls (2) in details, while covering the other component only in general terms.

Refer to specific user guides for extended details about the other components.




 Phone Status and Log out (1 )  


Click here and select to Log Out of the TeleConsole, or select your phone Status from one of the default choices. 


There are two types of a phone statuses, either Available, marked by a green check mark icon, or Unavailable, marked by red minus icon. Next to each status you see its related message.

The default choices are Available, Busy, accepting Urgent calls only, or accepting Text only (that is text messages). You can add more statuses from the status manager in the phone settings in the TeleConsole's settings.


Your phone status tells your availability to other phone users in the company as well as the call-center administrator. Other users see it from the TeleConsole under Contacts>Company, as shown here, and the ACD Administrator will see it on his ACD Panel.



Active Calls and Queue Calls - (2) 


This icon for for active calls only appears if you have live calls. The counter next to it shows the number of active calls in progress.


See call notifications as another way to keep on top of incoming and outgoing calls.

Click the icon to switch to the Active Calls window - showing both calls you received and dialed. Now click any active received call to select it and one of the icon on the bottom of the screen - Answer the call, Hang up call - to end it, and Forward call - to transfer it. When you hang up a call the call may be disconnected or the caller may be directed to your voicemail. This depends on how your administrator setup the phone system. 



If you are on the TeleConsole screen (and not on other web pages or computer applications) any new call will also bring up a pop-up window with similar choices, giving you an extra method to handle calls.  If you click IGNORE, the pop-up window will close and the call will keep ringing in the background. You can only hang it up from the Active Calls window 



Once you answer a call, in either way, more choices become available at the bottom of the screen.



The Forward and Hang up options are the same as above. Hold - puts the call on a hold. The caller may hear music, depending on your phone line settings. Dial pad - gives you a numeric keyboard so you can make selections from phone menus. Mute - will prevent the caller from hearing you, until you click this open again.

If a call arrives at your line from a queue rather than directly it will appear twice on the screen - at the top and in the Calls in the queue area. Don't get confused - this is the same call! Click to answer it just as you would a direct call. 



Additional calls to your line will be placed on the queue. The active call, marked in green, will also be is counted in the number of calls in the queue. Holding calls in the queue are marked red. To switch to a holding call, click it and choose Answer from the call actions.  



You can answer more than one call a a time, no matter where it arrives from. Answered calls that you place on hold are marked with red "Hold call" indication, but are still considered live calls. When you two active calls (meaning none are on hold) a conference is automatically created between you and the other callers. 



Don't confuse blue marked Holding call in the queue with a red marked Hold call. The first is a ringing call in the queue that you have yet to answer. The later is call you already answered and placed on hold. 


The TeleConsole Menu and Profile (3 )   


This menu is important because it gives you access to your profile, where you can change your password


Other features on this menu include toggling your availability status and forwarding options.


Read more about it here



Settings (4)  


There are many choices here regarding Phone settings, Voicemail settings (including the ability to change your voicemail PIN), and General settings.


Read more about it here.




Messages, Call Logs, and Contacts (5)  

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This is where you access messages, voicemails, and faxes. It is also where you can add and modify contacts and where you can review a log of your call history. 


Read more about it here.


The Communication Tab (6) 



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Here you can make a new call, start a new chat or send a new SMS message, or send faxes.


Read more about it here.

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