- Making a New Call
- The Incoming Calls Window
- The Active Call Screen ---
- The Calls Queue ---
- Answering or Dialing More Than One Call
Making a New Call
New calls, new messages (SMS/MMS), and new faxes are handled from the communication tab at the bottom of the TeleConsole's window.
To make a new call click and type a phone number on the virtual dial pad or directly on your physical keyboard.
You can also search and select for names of contacts in the Search for contact field. Internal contacts inside your company show with 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 (ACD administrator.)
Click to initiate the call and dial out. The TeleConole will open the Active Call Screen (see below) with the call you just dialed.
Note that, depending on system account settings and integrations applied to it, the TeleConsole may connect the call as an incoming call from the intended recipient. This is done to make sure the number you dialed is valid.
A caller ID can also be set from the Settings menu. Read more about it here.
The Incoming Calls Window
If enabled in the phone settings and you are on the TeleConsole web page (and not on other web pages or computer applications) a new incoming call will bring up the incoming calls window with the choices to ANSWER the call FORWARD it or IGNORE it. lgnoring the call will close the window but the call will keep ringing in the background. You can only hang it up from the Active Calls window (see next).
Forwarding (transferring) a call will show four tabs. You can enter a forwarding number on the Dialpad or select a relevant contact from the Agents, Company, or Personal tab. You can read more about different kind of contacts here.
See call notifications as another way to keep on top of incoming (and outgoing) calls.
The Active Call Screen
If the incoming calls window (see above) is disabled or you are on a different web page or application, a new incoming call will be noted on the active calls button () . This button only appears while you have live calls and counts the number of active calls in progress (it does not count calls in your queue.)
Click the button to switch to the Active Calls screen showing all calls in progress (ringing, answered, or dialed).
If the Show recent calls option is enabled in the phone settings, the three recent calls related to the dialed or received number will be displayed.
Answering Calls on the Active Calls Screen
Click an incoming call to select it and select one of the buttons on the bottom – Answer the call, Hang up call – to end it, and Forward call – to transfer it (see transfer options above).
When you hang up a call it may be disconnected or the caller may be directed to your voicemail., depending on how your administrator has set up the phone system.
Answered Call Options
Once you answer a call, releant options will show at the bottom of the screen.
The Forward and Hang up options are the same as above.
Hold – puts the call on a hold, allowing you to dial or answer another call. The caller may hear beeping or 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.
The Calls Queue
If you receive additional calls to your line while already on a call, they will be kept on hold in the Calls Queue – a virtual waiting room for callers. Holding calls in the queue are marked in red. To switch to a holding call in the queue, select it and choose Answer.
The currently active call, marked in green, also counts in the number of calls in the queue. This means that you see the active call twice – at the top and in the queue.
System Queues vs Your TeleConsole Queue
Don't confuse calls arriving from a phone system queue with calls in your TeleConsole queue!
The phone system queues are associated with relevant departments and are holding calls arriving from the company's main phone number. Your TeleConsole queue just holds calls routed to you.
You can read more about queues here.
Of course you can have a call in your queue that originated from a phone system queue as seen in the following example. Note that the two calls are the same call. The call appears twice (in the active calls area and in the queue area) while it rings.
Answering or Dialing More Than One Call
You can answer or dial more than one call a time by placing the current live call on hold. A held call is marked as "Hold call" and appears at the top in the active calls area.
Don't confuse held calls in the queue with held active calls!
Queue held calls are yet to be answered by you and are marked in blue as "Holding call".
Answered or dialed held calls are already answered (by you or the recipient) and are marked in red.