Bell Total Connect receptionist app. Quick reference guide

Transcription

1 Bell Total Connect receptionist app Quick reference guide

2 What s in this guide Welcome to the Bell Total Connect receptionist app Getting started Minimum system requirements Logging into the receptionist app Navigating the receptionist app interface Switchboard Call statuses Contact directory Options Control Group Call Park Company notes Queue Alphabetical index Common controls and keyboard shortcuts Initiating and receiving calls Dial contact Dial number Answer call Hold and unhold calls End call Group Call Park Consultative transfer Blind transfer Transfer to voice mail Transfer to queue Busy camp on Three-way call Using directories Types of directories Speed dial directory Outlook directory Monitored contacts directory Company directory Personal directory Custom directory Bell Total Connect Receptionist app

3 4.2 Managing your directories Show or hide directory tabs Search directory Create custom directory Sort and order directory entries Edit contact notes Edit speed dial entry Using queues Select queues to manage Receive calls from queues Display calls Change position of calls Administrator activity Additional tools Company notes Message contact Call logs and statistics Day / night mode For additional support Bell Total Connect Receptionist app

4 Welcome to the Bell Total Connect receptionist app Flexible and easy to use, Bell Total Connect lets you control your telephony features and functionality directly from any Internet-connected computer. The Bell Total Connect receptionist app is a desktop application for receptionists and executive assistants that provides switch board capability, contact directories and companywide phone status. This quick reference guide provides a brief overview of the controls available from the receptionist app. For a more complete description of the various components of the Bell Total Connect service, including detailed instructions on using the web portal, toolbar and IP Voice Anywhere features, please refer to the indepth user guide available from the Download and support page of the Bell Total Connect web portal. 1 Getting started If you have subscribed to the receptionist app, the application can be downloaded from the Download and support section of the Bell Total Connect web portal. If it does not appear, please contact your company administrator. 1.1 Minimum system requirements The software requirements include: Windows XP, Windows Vista, Windows 7 or Windows 8 Oracle Java Standard Edition (JSE): Runtime Edition Version 1.6 or 1.7 Internet Explorer 6.0 or later 1.2 Logging into the receptionist app Once you have launched the Bell Total Connect receptionist app, you will need to enter the username and password provided by your company administrator: Figure 1: login screen Bell Total Connect Receptionist app - Pg 1 of 19

5 2 Navigating the receptionist app interface The following section outlines the core elements of the receptionist app s graphical interface: Figure 2: receptionist app s graphical interface Bell Total Connect Receptionist app - Pg 2 of 19

6 2.1 Switchboard The Switchboard (figure 3) is where you manage incoming calls, and depending on your phone type, it allows you to manage up to five active calls at the same time. The Switchboard contains the following columns: Link Lets you select the calls in the switchboard section that you want to connect and indicates the activation of the corresponding feature Line Shows the order calls come into the Switchboard Call to Identifies by name or number the party being called Call from Identifies by name or number the person calling you Time Displays the duration of the call including ring time, hold time and talk time Status Shows call status (the different statuses are described in the chart below) Figure 3: switchboard interface 2.2 Call statuses The following statuses are displayed under the Status column of the Switchboard: Call status Active Held Camp on Remote held Ringing in (remote) Ringing in (local) Ringing out Displayed as Active On hold (time) (blinks after 45 seconds) Camped (extension) (blinks after 45 seconds) Active Incoming Incoming Outgoing Figure 4: switchboard calling conditions Bell Total Connect Receptionist app - Pg 3 of 19

7 2.3 Contact directory The Contact directory panel lists your available contact directories and displays the contacts associated with a selected directory. The information displayed in this panel depends on the directory you choose and how you ve set up your directories. For more details on using and managing directories, refer to section 4 of this guide. Figure 5: contact directory 2.4 Options The Options panel allows you to select from various calling options. Only the options currently available to you are highlighted; the rest are greyed out and cannot be selected. Possible options are as follows: Extn Dial the contact s extension (this option is used by default) Phone Dial the contact s phone number (this option is assigned to the same button as Extn and only becomes visible when calling a phone number) Mobile Dial the contact s mobile number Voice mail Dial the contact s voice mail Message Send the contact an Queue Place the call in a queue Other Dial a phone number that is not in one of your contact directories Figure 6: options panel Bell Total Connect Receptionist app - Pg 4 of 19

8 2.5 Control The Control panel is used to manage your calls. The controls available to you depend on your set up and the call context. (For example, the action assigned to a specific button may change depending on the situation.) The buttons displayed by default on the Control panel are as follows: Dial Start the dialling process to the selected number Answer Answer an incoming call Blind transfer Transfer a call without announcing it to the called party Conference Establish a three-way conference call End Disconnect the selected call Figure 7: control panel 2.6 Group Call Park Group Call Park allows one user to place calls on hold and a different user to retrieve them from another extension. The Group Call Park panel is used to hold a call against a number within the call park group, allowing the call to be answered from any group member s phone. 2.7 Company notes The Company notes panel allows you to keep notes for your organization. Figure 8: example of company notes panel 2.8 Queue The Queue panel lists up to 50 calls currently in queues and also manages the queues. For more information about managing queues, see section 5 of this guide. Figure 9: queue panel Bell Total Connect Receptionist app - Pg 5 of 19

9 2.9 Alphabetical index The Alphabetical index panel allows you to quickly filter calls Common controls and keyboard shortcuts The following controls apply to the designated sections of the receptionist app interface: General Key Esc Ctrl + P Alt + O Alt + R Alt + H Alt + L F11 Switchboard Key Ctrl + F1 to F6 Shift + F1 to F6 Contact directory panel Key Ctrl + F Ctrl + R Ctrl + Shift + <alpha> Ctrl + S Ctrl + Up/Down Arrow Up/Down Arrow Up/Down/Right/Left Arrow Page Up / Page Down Action Exit from the active window Toggle between Company notes and Company profile Display the Options dialog box Display the Call history dialog box Open the user guide for the Bell Total Connect receptionist client Log out and return to the main login screen Toggle full-screen mode on or off Action Select the Link column of the first through to the sixth call Select the first through to the sixth call Action Select the Search keyword box to conduct a keyword search Reset the search filter to display all entries in the current directory Enter a letter in the Search keyword box and then select the first alphabetical search filter category Toggle between List and Details view Select the next category from the search filter Go one entry up or down in the contact list Move around the contact list in List view Scroll to the next or previous page in the contact list Bell Total Connect Receptionist app - Pg 6 of 19

10 3 Initiating and receiving calls The following section outlines the various methods for initiating and receiving calls using the receptionist app. 3.1 Dial contact To dial a number you have stored in one of your contact directories: 1. In the Contact directory panel, select a directory from the available directory tabs 2. Select the contact you want to call 3. From the Options panel, choose the calling option you want to use for this contact 4. From the Control panel, click Dial (the call status will appear on the switchboard as Outgoing) Alternatively, you may double-click a contact s name to dial the default calling option assigned to that contact (extension, phone or mobile, in order of availability). Note: To make a call using speed dial, select a contact from the Speed dial directory. 3.2 Dial number To dial a number not stored in one of your contact directories: 1. In the Options panel, click Other 2. Type the number on the keyboard or select the digits from the dialpad 3. From the Control panel, click Dial (the call status will appear on the switchboard as Outgoing) 3.3 Answer call To answer an incoming call, select the call you want to answer from the Switchboard. Alternatively, you can click Answer from the Control panel. Bell Total Connect Receptionist app - Pg 7 of 19

11 3.4 Hold and unhold calls To place an incoming call on hold: 1. On the Switchboard panel, select the call to place on hold 2. From the Control panel, click Hold (the call status will change to On hold) To take a call off hold: 1. On the Switchboard panel, click the call you want to take off hold 2. From the Control panel, click Unhold 3.5 End call To release a call and remove it from the Switchboard: 1. On the Switchboard panel, select the call you want to release 2. Click End from the Control panel 3.6 Group Call Park To park a call so that it can be answered by any member of the call park group: 1. On the Switchboard, select the call you want to park 2. Click Call Park Group from the Control panel 3.7 Consultative transfer A consultative transfer lets the receptionist to speak to the intended recipient before transferring the call. Consultative transfers can be completed while the call is active, on hold or ringing in. To perform a consultative transfer: 1. From the appropriate directory, select the contact to whom you want to transfer the call 2. Select the calling option you want to use when transferring the call (e.g., extension, phone number, mobile) 3. Click Dial (the first call will be automatically put on hold) 4. When the call is answered, you can consult with the person before transferring the caller 5. On the Switchboard, click the Link column to connect the two calls 6. Click Consultative transfer from the Control panel Note: If you have an active call and place another, these two callers will be automatically linked on the Switchboard. Bell Total Connect Receptionist app - Pg 8 of 19

12 3.8 Blind transfer A blind transfer automatically transfers the caller without notifying or awaiting a response from the intended recipient. Blind transfers can be done while the call is active, on hold or ringing in. To perform a blind transfer: 1. On the Switchboard, click the call you want to transfer 2. From the appropriate directory, select the contact to whom you want to transfer the call 3. From the Options panel, choose the transfer option you want to apply to the call (e.g., transfer to extension, transfer to voice mail, transfer to mobile) 4. Click Blind transfer from the Control panel Alternatively, you can transfer a call by dragging it from the Switchboard to a contact listed in a directory. Note: If the target contact is busy, the call will be redirected to their voice mail. If the target s voice mail is disabled, the call will be camped or put on hold. For more information about camped calls, see section 3.11 of this guide. 3.9 Transfer to voice mail To transfer an incoming call to your voice mail: 1. On the Switchboard, select the call you want to transfer 2. From the Options panel, click Voice mail 3. Click Voice mail transfer from the Control panel 3.10 Transfer to queue To transfer an incoming call to a queue: 1. On the Switchboard, select the call you want to transfer 2. From the Options panel, click Queue 3. In the pop-up menu that appears, select from the following options: Front of queue Moves the call to the front of the queue Back of queue Move the call to the back of the queue 4. From the Control panel, click Queue transfer Bell Total Connect Receptionist app - Pg 9 of 19

13 3.11 Busy camp on The Busy camp on feature allows you to create a waiting list that will hold calls for a busy extension. Calls will be automatically directed to the contact s extension when it becomes available. To place a call in camp mode: 1. On the Switchboard, select the call to camp 2. From the Contact directory panel, open the appropriate directory and click the contact you want to camp the call on 3. From the Control panel, click Camp on To take a call out of camp mode and return it to hold: 1. On the Switchboard, select the call you want to uncamp 2. From the Control panel, click Uncamp (the call status on the Switchboard will change to On hold) Note: To enable this feature, you must first log into the Bell Total Connect web portal and activate it from the Call management / Call transfer configuration page Three-way call To connect two calls on your line and create a three-way conference call: 1. On the Switchboard, select the two calls you want to start a conference with and click their respective Link columns Figure 11: link option on switchboard 2. From the Control panel, click 3 way call (the status of both calls will be Active and their Link column icon will change to green) Figure 12: active three-way call Bell Total Connect Receptionist app - Pg 10 of 19

14 You can temporarily leave the conference by placing your phone on hold as follows: 1. From the Control panel, click Hold 3 way call (the Link column icon for both calls will change to blue) 2. At this point, your phone will be placed on hold while the two other parties remain connected in the conference call Figure 13: three-way call on hold To permanently leave a three-way call without ending the conference: 1. From the Control panel, click Leave 3 way call the two other parties will remain connected but the call will be removed from the Switchboard Figure 14: leaving a three-way call To end the three-way call: 1. From the Control panel, click End 3 way call the call will be terminated and removed from the Switchboard Figure 15: ending a three-way call Bell Total Connect Receptionist app - Pg 11 of 19

15 4 Using directories Directories contain lists of contacts and are represented as tabs at the top of the Contact directory panel. Your directories can be viewed in two different ways: List view Provides basic information about each contact in a single column Details view Provides detailed information about each contact You can toggle between the two views using the View menu at the bottom-right of the Contact directory panel. Contact status In addition to displaying your contacts information, some directories also display current call status information for your contacts. The possible statuses that can be displayed are as follows: Available to receive a call On a call or busy Ringing Do not disturb Forward Not available 4.1 Types of directories The following types of directories can be selected using the tabs at the top of the Contact directory panel: Speed dial, Outlook, Monitored contacts, Company, Personal and Custom Speed dial directory The Speed dial directory lists your configured speed dial numbers. To add or delete speed dial entries, log into the Bell Total Connect web portal and go to the Call management / Speed dial page Outlook directory The Outlook directory lists the details for your Outlook contacts. To transfer your Outlook contacts to the Outlook directory, you must first configure Outlook integration from the Tools / Options page of the Bell Total Connect web portal. If Outlook integration has not been configured, this directory will not be not visible Monitored contacts directory The Monitored contacts directory contains contacts whose phone status you are currently monitoring. It is configured on the Receptionist contact group page of the Bell Total Connect web portal. Bell Total Connect Receptionist app - Pg 12 of 19

16 4.1.4 Company directory The Company directory contains contacts for people in your organization. It is configured by your organization s Bell Total Connect service administrator. Although the information provided in this directory depends on the configuration set by your administrator, the following details are typically displayed when viewing this directory in Details mode: Status Contact s call status Last name Contact s last name First name Contact s first name Phone Contact s phone number Extn Contact s extension Mobile Contact s mobile phone number Notes Notes you have written about the contact Personal directory The Personal directory allows you to create your own list of frequently called numbers. To add contacts to your personal directory, log into the Bell Total Connect web portal and go to the Profile / Personal directory page Custom directory You may have more than one custom directory, which are directories that have been created by your organization s administrator. You can also create your own custom directories using the search capability described in section of this guide. A custom directory has the same characteristics as the directory from which it was created. 4.2 Managing your directories Show or hide directory tabs To show or hide specific directory tabs in the Contact directory panel: From the Menu bar, select View and then choose Directories In the Directories drop-down list, check the directories you want to show and uncheck directories you want to hide Search directory To search for contacts within a specific directory: 1. Select the directory where you want to conduct your search 2. Enter a keyword or part of a keyword in the Search keyword box at the bottom-left of the Contact directory panel 3. Select a category from the Search filter drop-down list the available categories depend on the directory you are searching, with the default category set to All 4. Click the Search icon ( ) to display the contacts from the selected directory that match your search criteria 5. To return to the full directory, click the Reset icon ( ) Bell Total Connect Receptionist app - Pg 13 of 19

17 4.2.3 Create custom directory To create your own custom directory: 1. Repeat steps 1 to 3 of the search procedure listed in section of this guide 2. Click CTRL-Search to create the new directory Note: The new directory name will be the name of the original directory with the search keyword appended Sort and order directory entries To sort the order of directory entries by column: 1. Click the column name to display the entries in ascending order 2. Click the column name again to display the entries in descending order You can also sort your directory alphabetically as follows: 1. Select the directory you want to filter 2. In the Alphabetical index panel, click a letter to display only those entries whose first alphabetical column starts with the selected letter 3. To return to the original view, click the letter again Edit contact notes To edit the notes you have created for a contact: 1. From the Contact directory panel, select the target contact 2. Click the Edit icon ( ) at the bottom-right of the panel 3. In the Edit dialog box, enter or modify the information as necessary Edit speed dial entry To edit a speed dial entry: 1. In the Speed dial directory, select the entry you want to edit 2. Click the Edit icon ( ) 3. In the Edit dialog box, modify the contact information as necessary Bell Total Connect Receptionist app - Pg 14 of 19

18 5 Using queues With Bell Total Connect, your company can have multiple main numbers, and callers to those numbers will be held in queues until answered by a live receptionist (e.g., you may have an advertised number for your Hardware division and a different advertised number for your Software division). To show or hide the Queue panel: 1. From the Menu bar, select View 2. Select or deselect Queue Figure 16: queue options 5.1 Select queues to manage To select the queues you want to manage: 1. From the Menu bar, select Tools and then Options 2. Click the Queues tab 3. Under Queue management, select the Manage box next to each queue you want to manage Figure 17: queue management Bell Total Connect Receptionist app - Pg 15 of 19

19 5.2 Receive calls from queues To start or stop receiving calls from the queues: 1. Using the Joined drop-down list in the Queue panel, select Join to receive calls from the queues or Unjoin to stop receiving them Note: To activate the Joined drop-down list, you must first access the Queues dialog by selecting Tools / Options / Queues and checking the Manage box next to the queue from which you want to receive calls. 5.3 Display calls To display or filter out queues: 1. Using the Queues drop-down list at the bottom of the Queue panel, check the queues you want to monitor and uncheck the ones you want to filter out 2. To display calls from all queues, check All queues Figure 18: selecting queues 5.4 Change position of calls To change the position of a call in the Queue panel: 1. Select the Pos column of the call you want to reposition 2. From the drop-down list, select the position you want the call to be in within the queue Figure 19: changing position of calls Bell Total Connect Receptionist app - Pg 16 of 19

20 5.5 Administrator activity Your organization s administrator is able to create queues using the Bell Total Connect web portal. If you are the administrator and wish to create a queue, complete the following steps: 1. From the receptionist app, click on Tools and then Options 2. From the pop-up window, select Queues (the queues will be presented) 3. From Queue management, select Manage, located below the queue monitoring accounts 4. In the Password field, enter the password provided by Bell 5. Click Save password followed by OK or Apply to save your changes Once these steps have been completed, Queue management and Monitored will appear in green. 6 Additional tools The Bell Total Connect Receptionist App includes a number of additional tools that provide enhanced controls and communication features. 6.1 Company notes Company notes are like sticky notes you can use to keep track of useful information (e.g., John Smith on vacation or Delivery tomorrow ). To show or hide your company notes: 1. Go to the Menu bar and select View 2. Select or deselect Company information To modify the contents of Company notes or the Company profile: 1. In the Company notes panel, click the Company notes or Company profile slider 2. To resize the note-taking area, move the cursor to the left until it becomes, then drag it left or right 3. Click the text area and enter or modify content as necessary the content is automatically saved and will be available between login sessions 6.2 Message contact You can send messages to contacts who have an address configured via the Bell Total Connect web portal. To send messages: 1. Select the appropriate directory and click the target contact 2. From the Options panel, select Message 3. In the top area of the Message pop-up window, enter or modify the message subject 4. In the message area, enter the message text 5. From the Control panel, click Send Bell Total Connect Receptionist app - Pg 17 of 19

21 To configure your internal -messaging system: 1. From the Menu bar, select Tools and then click Options 2. In the Options window, select Messaging 3. Select Enable messaging 4. You will be prompted to enter the following information: Display name The name you want recipients to see Reply-to-address Your address SMTP host Your SMTP host address Default subject for your s (optional) Note: The SMTP address must be defined for this feature to work. 6.3 Call logs and statistics The Bell Total Connect service has an optional call-logging feature. If included in your organization s service package, this feature will allow your system to store up to 60 calls 20 dialled, 20 received and 20 missed calls. The newest calls are shown at the top older calls are deleted once the limit of 20 is reached. To view your call log: 1. From the Menu bar, select Tools and then Call history 2. Choose the type of calls (Dialled calls, Received calls or Missed calls) that you want to see Aside from the call log, it is also possible to view other details of your call history by completing the following steps: 1. From the Menu bar, select Tools and then Call history 2. From the Call history menu, select Other Figure 20: call log statistics Bell Total Connect Receptionist app - Pg 18 of 19

22 6.4 Day / night mode This feature can be turned on at the end of your workday to forward any incoming calls to another number or your voice mail. To enable day / night mode: 1. From the Menu bar, select Tools and then click Options 2. From the Options menu, select Day / Night mode 3. To enable the forwarding of incoming calls, select Night mode and then choose from the following options: Select Forward calls to and specify the phone number to which you want calls forwarded Select Forward calls to voice mail to send all calls to your voice mail 4. To return to day mode and disable the forwarding of incoming, deselect Night mode 7 For additional support Your organization s IT administrator may need to establish or modify some of your computer s settings to enable all of the features and settings of the Bell Total Connect Receptionist App. If you do not have administrator privileges for your computer, you may require assistance from your administrator or IT department. Should you have questions about any aspect of your Bell Total Connect service, please contact your organization s administrator. The information contained herein is proprietary to Bell and may not be used, reproduced or disclosed to others except as specifically permitted in writing by the originator of the information. The recipient of this information, by its retention and use, agrees to protect it from any loss, theft or compromise. Bell Total Connect Receptionist app - Pg 19 of 19