Getting Started - Access, Overview, and Active Calls

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The TeleConsole provides an agent or a user with a central communication hub to make, 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 home page...

    • If you are on a desktop computer click the Login menu (if your browser's window is scaled down you may see a button instead) on the top right corner and select TeleConsole.



    • If you are on a mobile device  (or if the size of your browser's window is further scaled down) tap the menu button on the top-right corner, tap Login, and select TeleConsole.



  • Or just type the following URL in your web browser - https://app.telebroad.com

Signing In and Password Reset


No matter how you access the page, you will end up at the signing in 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?

Working From a Mobile Devices 


If you are working from a mobile device you will get an error message after signing in indicating that the Web TeleConsole is not supported on a mobile device. This is basically prompting you to use the Android or iOS versions of the TeleConsole instead. You can use the Google Play or App Store links on the signing in screen to download the relevant TeleConsole mobile version.



The TeleConsole's mobile versions provide a more streamlined experience and let you use the contacts from your mobile device in addition to the TeleConsole's contacts. If you still prefer to use the web version or want to access some settings that are only available on it simply select to display the desktop site version of the page from your browser's menu. Google Chrome example is shown here but a similar option (or a User Agent setting) should be available on any other browser.



Desktop Plugin Installation


New queue display and stability features may require you to download an additional plugin for windows desktop machines. 


When you sign in to the TeleConsole for the first tim 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 appear to 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 display a few alerts because the installation is adding some communication protocols to the system. You can ignore these alerts.  



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 is finished  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 the Show recent calls option is enabled in the phone settings, the three recent calls related to the dialled or received number will display for each call in the active calls screen.



When you forward a call a screen will open with four tabs. You can enter a forwarding number on the dial pad or select a number from three contact types - Agents, Company, and Personal. You can read more about different kind of contacts here.



If enabled in the phone settings and 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 similar choices, giving you an extra method to handle calls.  If you click IGNORE, the pop-up window will close but 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 options 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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