Calls Log/Receiving/Making (Dial Pad, Active Calls, Call Options, Voicemail Options)

Click on the top-left corner to access your Calls Screen. The screen is divided to two columns and combines two functions from other versions of the TeleConsole Calls Log and a dial pad. The dial pad can also be used to access your voicemail and its options. When you place a call you will see call options for it. Call options will also appear for received calls. A list of active calls (including held and conference calls) appear on top of the calls log column. 


Calls Log


The middle column on the calling screen shows a chronological log of calls for your active phone line. It lists both internal calls from users in your company and external calls from outside clients and contacts.  


Each call log record lists the phone number and name of the caller(if available), the time the call was placed, it's duration (missed or busy calls have a zero duration.), and one of three call types:


  • Incoming calls to your phone line are marked with a green left point arrow .

  • Outgoing calls from your phone line are marked with a green right point arrow .

  • Missed calls that you did not pick up are marked with a red left pointing red arrow .

Click   on the top-right corner of the column to select what type of calls is shown in the log. Select a specific call type or All to show all three. 



Selecting a record gives you four options on the top-right corner of the screen:


  • Select   to place a call to the person who called you or whom you called. The dial pad screen will open with the other party's number automatically inserted in the call recipient's field.

  • Select   to chat or message with the person who called you or whom you called. The other party's number will be automatically inserted in the To field of the new conversation screen.

  • Select   to open the contact details of an existing contact for the caller or whom you tried to call or to add him as a new contact.

  • Select   and then to delete the call log record (answer Delete when prompted to approve the deletion.)

The Dial Pad


The dial pad shows by default when you access the Calls Screen. It gets replaced by a call log record if you selected any. To show it again click .


Enter the name or number you want to dial in the To: field. As you type, existing matching contacts will be suggested.


Your default caller ID will be used for external calls. If you want to change it click the Call From: drop-down menu and select one of the available caller IDs. You can narrow the available choices by starting to type a number in the Search field. Changing the caller ID on the TeleConsole also affects the caller ID of your SIP phone, if you have one connected to your computer.


Select   to place the call and access call options.


Receiving Calls


Incoming calls appear on the top of the calls log column and in a separate pop-up window. Select   or to answer the call. Select or   to decline it.



Active Calls and Call Options


Active Calls


A list of active calls (dialed or received) appear at the top of the calls log column. Call options for a selected call will be displayed on the right side on the window and the call will be indicated with a gray a box to show it is selected (if there is only one active call it will be selected by default.)

Select      next to any call to hang it up.



Call Options


The selected active call shows the caller's name and number and the duration of the call in progress.



The following call options are available for the selected active call:


  • Select   to hang up the call.

  • When you select   you will be prompted to a name or a phone numbers in the To: field or select one from list of available contacts( icon indicates the contact is already on a call.)

    Select either a Transfer Blind  to transfer the call immediately without prior consulting. Select Transfer Smart  to be connected to the intended recipient of the transfer and can see if he is willing to accept the transfer.



  • Select   to place the call on hold. The call will be listed as being "On hold" in the active calls column and the hold button will change to . Select it again to resume the call.

    After you place a call on hold you can use the keypad button to place a call to another person.While on hold, the party you are talking with may hear either a ringing tone or music as determined by either your phone system administrator or your TeleConsole (web version) phone setting "While call ring play the caller" option.

  • Select   to mute the call. The button will change to  .You will still be able to hear the other party, but he will not be able to hear you. Select the button again to unmute the call.
     
  • Select   to display the keypad. Use the keypad to make selections from interactive voice menus or to call another party after you have placed a call on hold.



  • When you select   you will be prompted to call other parties who will participate in a conference with you and with the selected active call. Enter names or a phone numbers in the To: field or select them from list of available contacts( icon indicates the contact is already on a call.) and click CONFERENCE. The calls participating in the conference will appear at the top of the calls log column.

    The limit of how many participants you can add to a conference depends on your subscription plan and system settings. By default you can create a conference with three participants including yourself, so you should add only one participant to the conference (which will include you, the active call, and the new participant)



  • Select   to start recording the selected active call (or a conference.) The record button will change to and you will be notified that the location of the recording file on your PC is Documents/Teleconsole/Recordings. Check the Do not show again box to prevent the notification from showing when you perform future recordings.

Voicemail Access and Options


The dial pad can also be used to access your voicemail by dialing *1.

If requested, enter your mailbox PIN. You can change the PIN from the mailbox options by pressing 0 (see below), from the voicemail settings of the TeleConsole web version, or from the admin portal (Features>Mailboxes). The two later options can help you if you forgot your PIN!


The following is a list of all the voice prompts you can use while listening to your voicemails:




  • Press 1 to play the first message in the current folder. The default folder is New Messages. If you don't have new messages the default folder is Old Messages.

    During the message playback you can press * at any time to replay it from the beginning (without the envelope).

    During or after the message playback you can do any of the following:

    • Press to go back to the first message in the folder.

    • Press 2 to change the folder.

      Initially just two folders are available – press 1 for New or 2 for Old.

      New folders become available as you move or copy messages into them (see option 8 below.)

      Note that folders are available only in the voice prompts system. They do not appear in the TeleConsole!

    • Press 3 to play the envelope of the message – date, time, caller's name or number, and duration.

      You can select what you want to play from the voicemail settings of the TeleConsole Web version or from the admin portal (Features>Mailboxes).

    • Press 4 for the the previous message or 6 for the next one.

    • Press 5 to replay the message (including the envelope).

    • Press 7 to delete the message (be warned that no additional prompt is given before deletion is performed. So be careful!)

    • Press 8 to move/copy the voicemail message to a different folder and select one of the message folders – Deleted, Urgent, New, Old, Work, Family, Friends, Customer 1, Customer 2, Customer 3, Customer 4, and Customer 5.

      The folders are always listed in this order and you select them by pressing the 0-and keys. The actual key that corresponds to a folder changes slightly depending on which folder you are currently in. So 2 may be for either New or Old and 3 may be for either Work or New etc. Just listen to the prompts.

      Now press 1 to move the message, 2 to copy it, or  * to cancel.

    • Press 9 to forward the message to another mailbox. Enter the mailbox number and press #.

      Press 1 to move the message to the mailbox, 2 to copy it, 3 to add another destination mailbox, or * to cancel.

    • Press 0 for mailbox options (see below.)

  • Press 2 to change folder.

    Initially just two folders are available – press 1 for New or 2 for Old.

    New folders become available as you move or copy messages into them (see option 8 above.)

  • Press 0 for mailbox options:

    • Press 1 to create or change your Unavailable Greeting (played when you don't answer your phone.)

      Press 2 to create or change your Busy Greeting (played when you are on another call.)

      Press 3 to create or change your Temporary Greeting (played if you are unreachable, like when you are logged out of all your queues or toggled your availability status to Do not disturb.)

      Press 4 to create or change your Name (played if the Unavailable Greeting is not set up. The system will play your name followed by saying "is unavailable".)

      For all the greetings:
       
      • If there is no prior greeting recording you will be prompted to press 1 to record a new one or * to return to the previous menu.

        Press # to end the recording. You will be prompted to press 1 to rerecord the greeting, 2 to listen to it, to delete it, or * to return to the previous menu.

      • If a prior recording already exist you will be prompted to press 1 to rerecord it, 2 to listen to it, to delete it, 4 to activate/deactivate it, or * to return to the previous menu.

    • Press 5 to create or change your voicemail PIN (Personal Identification Number to secure access to the mailbox.) Your will be prompted to enter your new PIN followed by # and reenter it for verification. If both entries match the PIN will be updated.

      A voicemail PIN may contain only numeric digits and must be at least four digits long. It can be as long as one hundred digits. 


    • Press * to return to either the main menu or the last message you were listening to.

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