on the top-right corner.
There are three settings categories:
- Phone settings
Live calls handled by | Caller ID | Default SMS number | Time zone |
While call ring play the caller | Call screening | Call Waiting | Show recent calls |
Show incoming call screen | Speed Dial & BLF monitoring | Status manager
Contacts Bulk Upload - Voicemail settings
Change voicemail pin | Change greeting | Play info before voicemail message | Notifications - General
Take the tour | About Teleconsole | User feedback
Phone Settings
- Live calls handled by: If you have a physical phone connected to your computer select Desk phone to accept live calls on it. If you want to accept calls in the TeleConsole web interface or app instead select Web phone.
- Caller ID: This is the number shown to clients when you call them instead of your PBX internal number. It can be set to be identical or different from your company's main number or your own DID 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.
Caller IDs are shared by all users on the system meaning none is unique to you. An administrator needs to set up routing for a client to reach you using a caller ID, otherwise the client will also have to enter your PBX number or extension.
The drop-down menu will offer you a choice of various Caller ID numbers that were predefined by your administrator.
You can also choose between:- Default – a default caller ID assigned to your number by your administrator.
- Unknown – will hide your identity when you call clients (displaying "Blocked", "Not available", or a similar message on the screen of their phone or softphone).
- Original – if you transfer a call the recipient will see the original caller ID (of the person who placed the call) instead of your default caller ID.
- Original (must own the number) – this is the same as the original option except the recipient will only see the original number if it is considered to be owned by the person who placed the call. With external calls, the caller is always considered the owner.
- Default – a default caller ID assigned to your number by your administrator.
Default SMS number: Select the default SMS number used for outgoing messages (you can select other numbers directly from the message screen for each new message.) Incoming messages will be received on all the numbers active in your profile.
Note that this option is only available if you have more than one SMS number in your account.
- 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.
This selection also applies while the call is placed on hold!
The choice of music can be selected by the phone system administrator under the Features > Telephone Lines menu of the Telebroad Admin portal.
- Call screening: Select to Disable or Enable this feature. When enabled a caller will be asked 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 (with the section of a ring tone or music as shown above), while the agent will hear a beeping tone indicating he has a waiting call.
- Show recent calls: select to Disable or Enable this feature. When enabled, the three recent calls related to the dialed or received number will display for each call in the active calls screen.
- Show incoming call screen: Select to Disable or Enable this feature. When enabled, if you are on the TeleConsole screen (and not on other web pages or computer applications) a new call will bring up a pop-up window with the choices to answer, forward, or ignore the call (ignoring a call just closes the window. The call keep ringing in the background.)
- Speed Dial & BLF monitoring: BLF stands for Busy Lamp Field. It is a collection of lights on a phone that shows who is talking on other extensions. This helps 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 an 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 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
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 the type of the entry – 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.
- For BLF - 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 a system that supports BLF to make this work.
Once you create new entries or change existing ones it is very important that you reboot your phone for it to acquire the changes from the TeleConsole. See model-specific telephone user guides for rebooting instructions.
- 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.
- Status manager: This refers to your availability status that you select by clicking the Phone status & Log Out button on the top right corner to tell 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
on the top-right corner to delete it.
You can only delete any of the inactive statuses. To delete the active one you must first select a different status.
Or click
on the bottom to add a new status. Click the icon of the status to select if the status type is Busy or Available and enter the message for the status. 
Contacts Bulk Upload: A screen that allows you to import contacts from other programs into your TeleConsole account. Drag-and-drop a CSV contact file into the window or click UPLOAD and navigate to it.
The contacts file needs to follow a specific format. Click Download example CSV to see an example file that has this format:
- 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.
Enter a New PIN, confirm it to make sure you made no typos, and click
on the top-right corner to save the changes. You will get a message saying "Voicemail PIN successfully changed!" 
If you decided not to change your PIN, just click
. - 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) then 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 recording and settings. Click CHOOSE GREETING to select a new greeting from a list of available ones.
You can preview the currently selected greeting or the one you just uploaded with this little audio player.UPLOAD NEW is for uploading 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 i labeled by the date and time your recorded it.
Play info before voicemail message: Toggles for the information 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. If the latter is toggled on a Phone number field will be displayed where you enter the number to receive the call notification.
The email where you will receive the attachment can be edited or viewed in your TeleConsole's profile. More information about your profile is available here.
These notifications are different from browser notifications. Browser notifications inform you about voicemails, calls, and faxes even if you are working with another program or app. They appear in your windows 10 action center or Mac OS notification area in association with the web browser you are using. 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 feedback: A short interactive form allowing you to send us feedback. Simply enter your Email and Comments and click SEND.
