The net.Console User Manual

1. The net.Console User Manual

2. www.escaux.com Content General functions The desktop The display Start , login, logout Step by step Answer a call Terminate a call Initiate a call Attended transfer Blind transfer Call parking Directed call parking Initiate a call in chain

3. www.escaux.com General functions

4. www.escaux.com Your desktop The net.Console (web application)‏ SNOM 320 phone Headset (optional)‏

5. www.escaux.com The display • The net.Console display is divided into one left side and one right side. • The left side contains control keys, the status zone and thecontacts. • The right side is composed of several tabs. Each tab has a specific function.

6. www.escaux.com The display – Left side Control keys Contextual control keys to accept a call, terminate, etc… Status Number of calls in queues, parked calls, console status Contacts Search by short name, first name, last name, company

7. www.escaux.com The display – Right side : Tabs External applications The 2 first tabs are available to reach external applications like agenda, CRM, etc… Documentation The ‘documentation’ tab allows you to consult the documentation

8. www.escaux.com The different control keys are contextuals Only the colored keys are functionnals Contol keys Attended transfer Pause Accept a cal l Directed Call parking Camp Buddies Connect/ Disconnect Call in chain Terminate a call Park

9. www.escaux.com Status zone (1) Main queues Number of calls in queue Personnal queue Number of calls in queue Status Status of the net.Console and of the phone

10. www.escaux.com Status zone (2)‏ The line is free New call Conversation Operator notlogged Attented transfer initiated Attended transfer, calledphone is ringing Attented transfer, in conversationwithcalledperson

11. www.escaux.com Parked calls Parking type (parking, directed parking, etc...)‏ Use the arrow to take back a call Calling number indication Waiting time : 60% of the maximum waiting time : orange 80% of the maximum waiting time : red 100% of the maximum waiting time : rings back automatically Double-click on “note” to add a personnal note

12. www.escaux.com Contacts Search on first/last/short name Indications : Last name and first name Status (callflows)‏ Deskphone Mobile phone Email address Information source (net.PBX, CRM, ...)‏ Availability indicator of an internal user Busy Not connected Free

13. www.escaux.com Start, login and logout.

14. www.escaux.com Login & Logout ‘operators’ tab Colleagues’ availability Free In conversation Login : Logout : If all the operators are logged out, the reception automaticaly switches to “night” mode and the calls will be redirected.

15. www.escaux.com Step by step

16. www.escaux.com Answer a call The controlkey “accept a call” is lit The phonerings The status icon changes To accept the call : Click on the “accept a call” keyor Lift the handset

17. www.escaux.com Terminate a call During a call, the “Hang up” key is active Click on this “Hang up” key to terminate the call The call is terminated and the status changes.

18. www.escaux.com Initiate a call Several possibilities to initiate a call : Compose the number on the phone Double-click on the phone (desk or mobile)‏ Introduce a nr in the “number” zone and click on the green button

19. www.escaux.com Blind transfer • An active conversation can be transfered in 2 ways : • Double-click on the phone (desk or mobile) of a contact • Introduce a nr in the “number” zone and click on the green button -> The conversation appears in the parked calls’ list

20. www.escaux.com Attended transfer (1)‏ Duringanactiveconversation, click on the “transfer” orangebouton The status changes Thenyoumaycall the secondpersonusingyourpreferredmethod

21. www.escaux.com Attended transfer (2)‏ Whenyou are in conversationwith the secondperson, youmay : Confirm the transfer Terminatethiscall and take back the caller +

22. www.escaux.com Park a call During an active conversation, we can click on the “park” key The caller is in the parked calls list We may take back the parked person We may put a second person in contact with the parked person After a (configurable) waiting time, the parked person comes back automaticaly to the original operator

23. www.escaux.com Advanced functions X900 net.Console only

24. www.escaux.com Directed call parking (1)‏ During a activeconversaiton, we can click on the “directed parking” key Then, chooseaninternalcontact Byclickingon a fixed contact phone (deskphone) or Byintroducinganinternalnumber in the “number” zone and byclickingon the green button

25. www.escaux.com Directed call parking (2)‏ The caller is in the parkedcalls list We maytake back the parkedpersonifnecessary The parkedpersonwillbe in contact with the askedperson as soon as this last onepressesonanyphone : *55 + <hispersonalextension >

26. www.escaux.com Duringanactiveconversation, we can click on the “calls in chain” key The caller A is in the parkedcalls list Then we maycall the 2nd person (B) with the preferredmethod Initiate a call in chain (1)‏

27. www.escaux.com Initiate a call in chain (2)‏ The status changes When you are in conversation with B, you can put B in contact with A by clicking on the BLACK “chain” button next to A A now is talking to B Once B hangs up, A will come back to the original operator

28. www.escaux.com Camp on a phone (1)‏ Duringanactiveconversation, it is possibleto have caller A “camp on” aninternal contact (B). To do so : Press the “camp on” key Then, call the internal contact B withyourpreferredmethod

29. www.escaux.com Camp on a phone (2)‏ The caller is in the parkedcalls list Once the internal contact B endsupitsconversation, the caller A is put in contact with B. If A waits more than a predifined time, A automaticallycomes back to the original operator

30. www.escaux.com Troubleshooting Manipulations via the SNOM

31. www.escaux.com Manipulations via the SNOM Blind transfer Accept the call via the key  Press on the “Transfer” key Compose the number Confirm via the key  Attended Transfer Accept the call via the key  Press on the “Hold” key Compose the number Confirm via the key  Press 2 times on the “Transfer” key