Receptionist Console – Overview

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What you need to know:

The Receptionist Console is a web-based tool that runs in a separate browser. It’s supported by Internet Explorer, Mozilla Firefox, and Safari. It combines your telephone handset with a desktop interface that makes it easy for you to direct calls to staff, wherever they are.

1.

Signing into Calling User Portal

  1. To sign in to the Receptionist, log in to your Calling User Portal.
  2. From the My Apps tab, click Receptionist Soft Console. This will take you to the Receptionist Portal Login Screen. Use your Calling User Portal login credentials to access the portal.

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2.

Signing into the Receptionist Soft Console

You can log into the Receptionist Soft Client in two ways, with a PIV Card is applicable or with your username and password. Please Note: The Receptionist client has a configuration option that the Administrator can set that will require the use of PIV authentication. The Cisco BroadWorks Receptionist application is deployed in PIV mode by setting the isPIVMode property in the CLI. The IP address of the F5 load balancer must be added to the access control list (ACL) of the application. PIV users will log in to one URL, while non-PIV users will log into a different URL.

 

Logging in Using PIV

A US Federal Government Employee end user who is using the browser-based Receptionist soft client may have been issued a Personal Identity Verification (PIV) card to authenticate to Government IT systems. If you were issued a PIV card, please follow the steps below rather than using a username and password for authentication purposes.

  1. Locate and open the correct URL for the Receptionist soft client if using PIV authentication. You should see the following Login Screen.

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  2. Make sure your PIV card is in the Card Reader. Once your card is in the reader, click on Authenticate PIV Card within the image.
  3. At the login screen, select the stored X.509 certificate. If one or more is located on the card, select the one you wish to use.
  4. Once selected, a popup window will appear, enter your memorized PIN and click the OK button.
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    Please Note: The card automatically clears all contents if the wrong PIN is repeatedly entered.

     

  6. The program will them use the PIN to access to the PIV card and retrieve the selected X.509 certificate.
  7. The program will then send the X.509 certificate in the logon sequence to Cisco BroadCloud, which will verify the certificate for correctness, ensure that the certificate has not expired or been revoked, extract the user’s identity from the certificate, and log the user onto the Receptionist Softconsole.

Logging in Without Using PIV

  1. If you are a user without a PIV Card, you can log into the Receptionist Soft Console by inputting the Username you copied from above and your Password.
  2. Once both have been inputted in the appropriate fields, click the Sign In Button.

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Please Note: The Receptionist does not support signing in as different users from the same computer at the same time.

The main page appears where you can perform most of your call management and monitoring tasks. The main page contains the Display Pane, Call Console, Queued Calls Pane, and Contacts Pane.


3.

Display Pane

The Display Pane contains global messages, application settings, and information about your user account and call state.

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The Global Message area, in the center area of the Display Pane, is used to display incoming call information, warnings, and error messages. When an event occurs, a message appears for several seconds.

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  1. To view and change your current settings, click the Settings link. You’ll see a page with tabs across the top. These tabs contain various setting associated with your account.
  2. To return to the main page, click Back to Application.

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At any time, if you need help with the Receptionist, click the Help link and the User Guide will open as a PDF.

Your current line status appears with an icon next to your name. Only one line state icon will appear. Do Not Disturb has the highest service presence, followed by Call Forwarding Always, then Busy. If no services are enabled and your phone state is Idle, an icon will not appear.

The different icons are:

  • Off hook –
  • Do Not Disturb –
  • Call Forwarding Always –
  • Message waiting –

To enable or disable Do Not Disturb or Call Forwarding Always:

  1. At the top-right of the main page, click Settings.

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  2. Click the Services tab.
  3. Select the service you want to enable or disable, and check or uncheck the Active box.
  4. If you checked the Active box for Call Forwarding Always, in the Forward To text box, enter the phone number to forward your call to. Also, check the Ring Splash box if you want to be notified by a short ring that a call came in and was forwarded.
  5. Click Save.


4.

Contacts Pane

The Contacts Pane contains your contact directories and allows you to use your contacts to make calls. For information about how to use your contacts to make calls, see the Managing Contacts article.

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To view a contact in any of the directories:

  1. Click a tab to show its contacts, and then click the contact to expand and display contact information.
  2. To collapse a contact, click it again.

The Contacts Pane contains the following tabs which expand into panels when you click them:

  • Search – Enables you to search for contacts in any of your directories.
  • Favorites – Lets you monitor the call status of selected contacts. The contacts you monitor must be configured in the web portal.
  • Company or Enterprise – Displays all the contacts with in your company or organization.
  • Personal (directory) – Enables you to view, add and edit any of your personal contacts.
  • Speed Dial – Enables you to view add and edit your speed dial list.
  • Call Queues – Displays a list of all the call center queues and DNIS numbers where you’ve been assigned.
  • Custom Contacts – View directories your administrator may have created that has a specific set of users.
  • Outlook – Displays all or your Outlook contacts when you have Outlook integration enabled.
  • Directories – Enables you to filter on any of your main contact directories.

To quickly find your frequent contacts in a specific directory, select Show All, and then move the directories you use most to the Call Console.


5.

Call Console

You can use the Call Console to view and manage your current calls. For more information about managing calls, see the Manage Calls article.

 

This Call Console header contains these buttons:

  • Call Trace – Run a call trace on the last inbound calls.
  • Auto Answer – Automatically answer new incoming calls when you’re available to receive calls (designed for agents wearing headsets).
  • Call History – Access your call history list which is categorized by missed, placed, and received calls.
  • Dialer – Enter a number and then click Dial to make a call.
  • Redial – Redial recently placed calls by clicking this button and then selecting the number you want.

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The Call Console also contains the My Conference Calls pane which shows each participant in an active multi-party conference call you started. While you’re on an active conference call, the header contains these controls that let you manage the conference:

  • End conference – End the current conference for all parties.
  • Leave conference – Leave the conference but let the other two parties continue on the call.
  • Hold conference – Put the entire conference call on hold.
  • Answer conference – Resume the conference call you previously placed on hold.


6.

Queued Calls Pane

You can use the Queued Calls Pane to monitor and manage queued calls.

  1. To select the queues you want to show in the panel, click the tools icon, and then click Edit Queue Favorite Dialogue.

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You can select which queues you want to show in the panel and select how many individual calls you want to show on the screen. You can display information for up to 5 queues at a time, but can change which queues you show at any time.

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Within each queue you can see what service mode is active and real-time information about how many calls are currently queued in that call center.

You can also view and manage individual queued calls. You can retrieve calls from the queue, reorder, and promote calls within queues. You can also see how long an individual call has been queued.