- Active Calls
- Call Options – Hang up | Transfer | Hold | Mute | Keypad | Conference | Record
- Conference Call ---
Click on the top-left corner to access the Calls Screen.
The screen is divided into two areas and combines two functions from other versions of the TeleConsole – Calls Log to see your calling history and a keypad to make calls. The keypad can also be used to access your voicemail and its options. When you place a call you will see call and conference options for it (see below.) Call options are also displayed for received calls. A list of active calls (including held and conference calls) appears on top of the calls log column (see next.)
A list of active calls (dialed or received) appears at the top of the calls log area. The selected/active call is indicated with a gray box. If there is only one active call it will be selected by default.)
Select next to any call to hang it up.
If you created a conference, a conference tab will be shown instead of a list of active calls. Use the conference split option (see below) to see the conference participants.
If you are not on the calls screen a icon on the top of the screen, next to your profile name, indicates the total number of active, holding, and ringing calls. Clicking it will take you to the calls screen.
Call options for a selected call will be displayed on the right-side area. 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:
- – Hang up the call. If you have an active call and a call on hold, only the active call will end and the held call will become active.
You can also hang up the call by pressing Control+E on your keyboard.
- – Transfer the call. You can also transfer up the call by pressing Control+T on your keyboard.
You will be prompted to enter a name or a phone number in the To: field or select one from the list of available contacts ( icon indicates the contact is already busy with 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.
- – place the call on Hold.
The call will be listed as being "On hold" in the active calls area and the hold button will change to . Select this button to resume the call.
You can also hold/resume the call by pressing Control+E on your keyboard.
After you place a call on hold you can use the keypad to call another person.
While on hold, the party you are talking with may hear either a hold beep 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.
- – Mute the call.
The button will change to . You will still hear the other party, but he will not hear you. Click the button again to unmute the call.
- – 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.
- – Record 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.
During a call, you can select from the call options to create a conference. A conference can be created by dialing new participants or by joining held call(s) into the conference. An existing conference can be split into a held call and an active call.
You will be prompted to enter a phone number in the To: field or select a contact from the list of available contacts ( icon indicates the contact is already busy with another call.) and click CONFERENCE.
If the conference is established successfully, a Conference tab will appear at the top of the calls log area. Clicking on the conference tab will end the conference and hang up all the participating calls. An alternative way to end the conference is to use the conference split option that keeps calls on hold. It also allows you to see the conference participants.
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 (the conference will include you, the active call, and the new participant.)
Joining Held Calls Into a Conference
If you have one or more calls on hold, you can join them in a conference by selecting from the call options. The held call(s) will be shown on the left side of the conference window. Simply select the held call(s) and click CONFERENCE.
You can also join held calls and regular contacts or phone numbers in a conference. Anything you select (either a held call or a contact) appears under the To: field. If you add a contact or a held call by mistake, simply click to remove it from the conference participants list.
Splitting a Conference
Once a conference has been established the conference button changes to a split-conference button –. Clicking this button will split the conference into different calls that are placed on hold, except for one call that you stay with (that is it becomes the active call.)
In the split conference window, all the calls in the conference initially appear under the Calls to hold column. Click next to any call to move it to the Stay with column. Click to move it back to the Calls to hold column. Click SPLIT CONFERENCE to proceed.