Receptionist Console – Calling Features

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What you need to know:

The Call Pickup feature allows you to answer an incoming calls that’s ringing another user’s line or extension.

1.

Call Pickup

The Call Pickup feature allows you to answer an incoming calls that’s ringing another user’s line or extension.

 

To answer a call:

  1. Expand your Group/Enterprise or Favorites directory, and then select a contact. The state of the call must be Ringing.
  2. Hover over the contact, and then click Answer.

The call appears as incoming in the Calls panel.


2.

Camp On

The Camp On feature allows you to find a temporary parking place for a call by placing the call on hold on a busy contact’s line until they’re available to take the call. when a contact is busy. The call is automatically transferred to that contact when they become available. The destination contact’s phone state must be either Busy or Ringing before you can camp a call on their line.

 

If the camped call is not answered within the pre-defined time, the call is recalled and reappears in your Calls panel.

 

To camp a call on a busy contact:

  1. In the Calls panel, select the call you want to camp.
  2. In the Enterprise or Favorites directory, hover over a Busy or Ringing contact, and then click Camp. After the call is camped, it’s removed from the Calls panel.
  3. In your Supervisors or Agents directory, select the busy contact where you want to direct the call. The contact’s phone state must be Busy or Ringing.
  4. Move the mouse over the contact and click Camp. After the call is camped, it’s removed from the Calls panel.

If the camped call timer expires before the call is answered, the call reappears in the Calls panel.


3.

Group Call Park

Group Call Park allows you to find a temporary place for an active call.

 

Group Call Park searches within a predefined hunt group, or parking extensions for an available line to park a call. After the call is parked, a message is played back to you letting you know where the call is parked (on which line or extension).

 

To use the Group Call Park feature:

  1. In the Calls panel, hover over an active or held call, and then click Park.

The call is parked on an available extension and removed from the Calls panel. If the call reaches the designated expiration timer before the call is answered, the call may be recalled to your device and reappear in your Calls panel.

 

To retrieve a Parked Call, the person retrieving the call must enter *88, followed by the extension where the call was parked.

 

Please Note: This feature is only available your administrator has assigned it to you.


4.

Call barge-in

The Call barge-in feature allows you to interrupt a contact’s call. This is useful when you want to enter a call that’s already established between 2 people.

 

To perform a call barge-in:

  1. Select a contact from the Group/Enterprise directory or Favorites directory, and then click Barge In.

The call appears in the conference panel, and you’re part of a three-way conference call between you, the party you interrupted, and the party they were speaking with. From here, you can perform any conference operation on the call.

 

Please Note: This feature is only available your administrator has assigned it to you.