Cox Business Web-based Receptionist Console User Manual
Cox Business
User and Admin Guide
Web-based Receptionist Console
© 2017 by Cox Communications, Inc.
All rights reserved. No part of this document may be reproduced or transmitted in any form or by any means, electronic, mechanical,
photocopying, recording, or otherwise, without prior written permission of Cox Communications, Inc.
0717
Table of Contents
Table of Contents
Web-based Receptionist Console Overview ................................................................................... 1
Understanding the Web-based Receptionist Console User Interface ............................................. 4
Call Console Functionality ............................................................................................................. 7
Place a Call .................................................................................................................................. 9
Use Call Pickup, Hold, Resume ................................................................................................ 11
Conference Call Functionality ...................................................................................................... 13
Queued Calls ................................................................................................................................. 15
Call Queue Management ........................................................................................................... 16
View, Retrieve, and Transfer Queued Calls ......................................................................... 17
Change Position of Call in Queue ......................................................................................... 18
Sort Queued Calls ................................................................................................................. 19
Title Bar Tabs ............................................................................................................................... 21
Contacts ..................................................................................................................................... 21
Manage Personal Contacts .................................................................................................... 22
Search ........................................................................................................................................ 24
Quick Search ......................................................................................................................... 24
Regular Search ...................................................................................................................... 26
Order Directory Entries......................................................................................................... 31
Contact Notes ........................................................................................................................ 33
Monitoring .................................................................................................................................... 35
Static Monitoring – Favorites Tab ........................................................................................ 36
Dynamic Monitoring – Group Tab ....................................................................................... 37
Group Common ......................................................................................................................... 40
Personal ................................................................................................................................. 40
Speed Dial ............................................................................................................................. 41
Add Speed Dial Entry ........................................................................................................... 42
Modify Speed Dial Entry ...................................................................................................... 43
Delete Speed Dial Entry........................................................................................................ 43
Outlook ...................................................................................................................................... 44
Receptionist Console .................................................................................................................... 45
Basic Configuration Settings ..................................................................................................... 45
General Tab ........................................................................................................................... 46
Settings - Application ........................................................................................................... 49
Settings - Services ................................................................................................................. 51
Settings – Plug-ins ................................................................................................................ 53
Settings - About .................................................................................................................... 56
Title Bar ........................................................................................................................................ 57
i
Table of Contents
Administrator Functions ............................................................................................................... 59
Change the Call Center Name ................................................................................................... 59
Change the Call Center Queue Password .................................................................................. 60
Manage Call Center Users......................................................................................................... 61
Configuring Messaging and Music ............................................................................................... 63
Activate Entrance Messages...................................................................................................... 64
Activate Estimated Wait Messages ....................................................................................... 66
Activate Comfort Messages .................................................................................................. 68
Activate Music in Queue ...................................................................................................... 70
Activate Overflow Messages ................................................................................................ 72
Record a Personal Greeting or Announcement ......................................................................... 74
Helpful Recording Guidelines ................................................................................................... 74
Appendix A: Steps for Using Plug-Ins ......................................................................................... 77
Certificate for Desktop Integration Features ............................................................................. 80
Download Desktop Plug-ins Certificate ............................................................................... 80
Add Certificate to Microsoft Windows Certificate Store ..................................................... 81
Add Certificate to Firefox Certificate Store .......................................................................... 87
Add Certificate to Apple System Keychain .......................................................................... 89
On MAC OS X...................................................................................................................... 92
Appendix B: Call States and Actions............................................................................................ 93
Call Action Buttons ................................................................................................................... 94
FAQ............................................................................................................................................... 96
ii
Call Console Overview
Introduction
The Web-based Receptionist Console (“Receptionist Console”) is a tool that
instructions to perform tasks, images of the screens, and descriptions of fields.
Receptionist
To successfully run Receptionist Console, your computer needs to have any of
Browser Type
Version
Internet Explorer
11.0 only
Firefox
Version 54
Chrome
Version 57 and lower
Web-based Receptionist Console Overview
manages and routes incoming telephone calls for front house receptionists. It
provides a robust set of call control features, such as: transfer, call volume,
call queues, multiple contact directories, customized call views, Microsoft
Outlook Integration, and more.
This manual reviews functionality found in Receptionist Console, along with
Console
Technical
Specifications
the following web browsers loaded and operable.
Your computer must have Java JRE 1.6 or higher installed before you
proceed.
Note: The minimum required screen resolution for Receptionist
Console is 1024 x 768 pixels.
Web-Based Receptionist Console User Guide 1
Call Console Overview
How to Sign In
Use the following steps to log in to Receptionist Console.
Step
Action
1.
Open your web browser and enter
Result: The Receptionist Console Sign-in page appears.
2.
Enter your (IP Centrex) MyAccount User ID in user@domain format
password, contact your MyAccount administrator.)
3.
(Optional) Check the Stay signed in box to automatically re-connect
in the event of a disruption to the network connection.
4.
Click the Sign In button.
(See Figure 1).
https://console.coxbusiness.com/receptionist in the address bar.
and your Password. (Note: If you are unsure of your user ID or
Result: Receptionist Console starts and you are signed in.
Receptionist Console Sign-in page
Note: You may be prompted by your web browser and/or your Java
software to allow Receptionist Console to run. Review the details in the
prompt and click the Run and/or Allow buttons to continue. As an
option, you can click the “Do not show this again…” checkbox to avoid
this prompt in the future.
Web-Based Receptionist Console User Guide 2
Call Console Overview
Sign In Options
For this section, look at the links that are located below the Sign in button in
browser bookmark to the Receptionist Console login page.
Figure 1.
Show Options link: Enter the domain (the portion after the “@” symbol in the
User ID field) in the Append Domain text box so that you will only need to
enter your username in that field during subsequent launches. It makes
logging in to Receptionist Console quicker.
Bookmark this page link: Click to view instructions on how to create a web
Web-Based Receptionist Console User Guide 3
Call Console User Interface
Introduction
When you sign in to Receptionist Console, the main page appears. See Figure
you configure various Receptionist Console functionality.
Diagram
The diagram below is the main page of Receptionist Console.
Numeric
Identifier
Name
Description
1
Call Console
pane
View and manage your current calls.
2
Queued Calls
Manage calls that have been routed to a Call
logged in to the queue.)
3
Contacts pane
Create and manage your directories for
section for a description of each tab.)
4
Settings pages
Configure specific Receptionist Console
functionality.
5
Call History
dialog box
View and return previous incoming calls.
Understanding the Web-based Receptionist Console
User Interface
2. This is where you perform most of your call management and monitoring
tasks. In addition, the main page includes a link to the Settings pages where
Receptionist Console Main page
pane
Queue and are waiting to be answered.
(Note: Call Queueing functionality is only
available if it has been added and you are
business and personal associates. Contacts
can be categorized by Group, Group
Common, Personal, Speed Dial, Outlook,
Monitored, and Favorites. (See the next
Web-Based Receptionist Console User Guide 4
Call Console User Interface
Descriptions of
The table below contains a description of each tab in the Contacts pane. Refer
Tab Name
Description
Search
Use the Search tab to locate a contact among all
directories.
Group
Contains a list of contacts and their phone numbers that
you hav e grouped together; for example, Jill’s team.
Group
Common
Contains a list of contacts and their phone numbers that
the company has grouped together.
Personal
Contains a list of all non-business associates and their
phone numbers.
Speed Dial
Contains a list of all frequently called contacts and their
assigned speed dial number.
Queues
Displays the calls that are waiting to be addressed.
Outlook
Contains a list of all business associates and their contact
repository, or are in your personal Outlook directory.
Monitored
Contains a list of all business associates whose
availability status can be watched.
Favorites
Contains a list of business and non-business associates
who you call frequently.
Tabs in
Contacts Pane
to Figure 2 for the location of each tab in the Receptionist Console main
window.
information that is in your company’s Microsoft Outlook
Web-Based Receptionist Console User Guide 5
Call Console Functionality
Introduction
The first section we will review is the Call Console pane. You use this area of
in your organization.
Diagram
The Call Console title bar includes three controls. They represent, in order
Icon Numeric
Identifier
Description
1 (Auto Answer)
When Auto Answer is enabled, your phone
2 (Call Waiting)
Click the Call Waiting icon (number “2” in Figure 3) in
indicate that the feature is active.
Call Console Functionality
Receptionist Console to view and manage active calls for yourself and others
from left to right in Figure 3, the following functionalities: Auto Answer (icon
1), Call Waiting (icon 2), and Call History (icon 3).
Call Console title bar icons
automatically goes off-hook when you receive an
incoming call. This applies to both inbound and click-todial calls initiated from Receptionist Console.
To enable or disable Auto Answer, click the icon
(number “1” in Figure 3). When enabled, a blue border
appears around the icon to indicate that the feature is
active and future incoming calls will be answered
automatically.
the Call Console title bar to enable or disable the
feature. A blue border will appear around the icon to
Web-Based Receptionist Console User Guide 7
Call Console Functionality
Icon Numeric
Identifier
Description
3 (Call History)
The Call History function enables you to see a log of
recent phone calls that you missed, received, and dialed.
You can sort the calls by Name, Number, or the
Time/Date stamp when you click the column heading.
Click the Call History icon (number “3” in Figure 3) to
open the log and select the type of calls you want to
view from the Show drop-down menu.
Call History dialog
Web-Based Receptionist Console User Guide 8
Call Console Functionality
Introduction
The Dialer field, located at the top of the Call Console, below the header,
Answer Call
Your incoming calls appear in the Call Console pane, as is shown in Figure 6.
[Header]
[Header]
Caller ID
The phone number and name of the calling party (if
via: <Call parked against user>
Caller ID
(transferred or forwarded) the call to you. If the call was
Place a Call
allows you to make click-to-dial calls that need to be answered on your
extension before the call is placed.
You may place an outgoing call when you enter the phone number in the text
field and click the keypad icon. (Note: The buttons to the right, called action
buttons, change depending on the context, and allow you to perform
operations on calls.) In Figure 5, the Redial button appears.
Dialer
Appearance
Call Console pane
Each call is listed on a separate line with the following information:
available).
Note: If an unanswered parked call rings back, the
following information appears: Recall: <Caller’s name>;
Diversion
Web-Based Receptionist Console User Guide 9
The name (if available) of the party who diverted
Call Console Functionality
diverted more than once, the last party who diverted the
and so on.
Call State
icon
A visual representation of the current state of the call.
Call State
name
A description of the call’s current status.
Call duration
The duration of the call from the time the call was
call has been on hold is also displayed.
Action
buttons
Operations that you can currently take on the call.
How to Answer
Use the following steps to answer an incoming call.
Step
Action
1.
double-click the call to answer.)
2.
To answer an incoming call from a Call Notification pop-up
window, click anywhere on the text in the window.
call is listed first; the second to last party is listed second;
a Call
[Held
duration]
Move the mouse over the call and click the Answer button.
Result: The call state changes to Active. (Note: You cannot
received. It accurately reflects how long the call has been
present in the system. In addition, for held calls, the time a
Web-Based Receptionist Console User Guide 10
Introduction
Call Pickup allows you to answer a call that is incoming to another
How to Use
Call Pickup
Use the following steps to answer a phone ringing at another extension.
Step
Action
1.
Expand any contact directory and find the contact for which an
incoming call is ringing.
2.
Click the Answer button.
How to
You can only put an active call on hold. Use the following steps to use Call
Step
Action
1.
To put a call on hold, move the mouse over an active call and
click the Hold button.
2.
To resume a held call, move the mouse over the call and click
it from a Hold status.)
How to End a Call
Call Console Functionality
Use Call Pickup, Hold, Resume
user/extension. This is useful when the user is currently not available to
answer the call and allows you to pick up the call instead.
Note: Call Pickup is configured on a per-user basis in MyAccount
by any MyAccount adminstrator.
Hold/Resume
Calls
Pickup.
Answer . (Note: You cannot double-click the call to remove
Click the button or hang up the phone to end a call.
Web-Based Receptionist Console User Guide 11
Call Console Functionality
Introduction
The Conference Call panel displays a current meeting session between three
be involved in one conference call at a time.
Diagram
The Call Console panel lists the call legs that make up your current
How to
Use the following steps to conference two calls.
Step
Action
1.
button.
2.
Conference Call pane.
Conference Call pane. See Figure 8.
Conference Call Functionality
or more people and allows you to manage these types of calls. You can only
conference. In Figure 7, two calls are waiting to be conferenced, and each
two-way call is displayed on a separate line. The information for each call leg
is the same as the information that appears for a two-way call.
Incoming Calls (to be conferenced)
Conference a
Call
Answer the first incoming calling line and click the Hold
Answer the second incoming calling line and click the Conf
button.
Result: The two parties are now in conference and appear in the
Once the calls are conferenced, they move from the Call Console pane to the
Web-Based Receptionist Console User Guide 13
Call Console Functionality
Diagram
The header bar contains controls that allow you to manage the conference.
Button
Function
Allows you to place the conference
to speak to other participants.
Allows you to resume a held
participants.
Allows you to leave the conference.
participants to continue the call.
End Conference button
Allows you to end the conference.
Conference Calls pane
Hold Conference button
on hold. Conference participants
will hear music and will not be able
Resume Conference button
Leave Conference button
conference. Conference participants
will no longer hear hold music and
can continue speaking to other
This will remove you from the
conference while allowing the other
Web-Based Receptionist Console User Guide 14
Queued Calls
Introduction
Receptionist Console allows you to manage calls in selected queues also
Queued Calls
known as call centers (up to five) and monitor calls in real time. You manage
queued calls through the Queued Calls pane.
Note: A Call Queue is an optional add-on. MyAccount administrators
must assign users to a Call Queue in order to view and manage the
Queue in Receptionist Console and receive/answer calls on behalf of
the Queue. For more information on how to assign users, look at the
Monitored Users section on pages 35.
Queued Calls panel – screen view
Queued Calls panel – panel view
Web-Based Receptionist Console User Guide 15
Queued Calls
Select Call
Manage
After you sign in to Receptionist Console, select the Call Queue(s) you want
Steps to Select a
Use the following steps to select a call queue.
Step
Action
1.
2
Select the check boxes for the Call Queue(s) you want to monitor
3.
Click the Save button.
pane.
Call Queue Management
Queue to
to manage (up to five).
Call Queue
In the Queued Calls pane, click the Options icon and
select the Edit Queue Favorite Dialog option.
Result: The Edit Queue Favorites dialog box appears.
Queued Calls – Options – Edit
Queue Favorite Dialog
in Receptionist Console. (If you do not see a Call Queue listed,
check with your MyAccount administrator.)
Result: The selected call centers appear in your Queued Calls
Edit Queue Favorites
Web-Based Receptionist Console User Guide 16
Queued Calls
Introduction
This section instructs you on how to view a call in a queue, retrieve a call
from a queue and transfer a call
How to View Queued Calls
How to
Use the following steps to retrieve a call from the queue to your phone device.
Step
Action
1.
To retrieve a call from the queue, in the Queued Calls pane,
call.
2.
Once you retrieve the call, the call appears in the Call Console,
and you treat it as any other call.
How to
Use the following steps to transfer a call from the queue to another number.
Step
Action
1.
In the Queued Calls pane, select the call.
2.
In the Dialer, enter the destination number and click the Transfer
View, Retrieve, and Transfer Queued Calls
To view calls in a queue, click the Expand button for that queue.
Retrieve a Call
from the Queue
Transfer a
Queued Call
click the call to expand it and click Retrieve for that
button.
Result: The call is transferred and removed from the queue.
Ad Hoc Queue Transfer
Web-Based Receptionist Console User Guide 17
Queued Calls
How to
Use the following steps to transfer a call from one queue to another.
Step
Action
1.
In the Queued Calls pane, select the call.
2.
In the Contacts pane, expand the Queues tab.
3.
How to Change
Use the following steps to change the position of a call in a queue.
Step
Action
1.
In the Queued Calls pane, click the call and click Reorder.
2.
In the drop-down box that appears, select the new position in the
Result: The call is placed at the new position.
Transfer Calls
Between
Queues
Call Queue
Position
Click the target queue and click the Transfer button for that
queue.
Result: The call is transferred and removed from the original
queue.
Change Position of Call in Queue
.
Note: The list can contain a maximum of 24 reorder
positions that you can choose from to reorder a call in the
queue, in addition to the Send to Back and Send to
Front options.
queue.
Reorder Queued Call
Web-Based Receptionist Console User Guide 18
Queued Calls
Introduction
Queued calls can be sorted according to their total wait time or their wait time
You must ungroup them before you can place them in order.
How to Sort
Use the following steps to sort calls in a queue.
Step
Action
1.
In the Queued Calls pane, click Options .
2.
Select Sort and then the ordering option you want. (Note: This
Sort Queued Calls
in the current priority bucket. Ordering does not work when calls are grouped.
Queued Calls
operation applies to your view of all call queues in Receptionist
Console.)
Queued Calls – Options – Sort
Web-Based Receptionist Console User Guide 19
Title Bar Tabs
Introduction
This section describes the tabs that are located in the Receptionist Console
Introduction
The Contacts pane contains your contact directories in a tabbed format and
Search tab
Group Common tab
Queues tab
Favorites tab
Personal tab
Outlook tab
Group tab
Speed Dial tab
Monitored Contacts tab
Title Bar Tabs
title bar. Each tab and its function are described in this chapter.
Important: If you do not see a certain tab at the top of the
Receptionist Console main window, click the drop-down arrow on the
right side of the screen (Figure 16) and click to place a check next to
the name of the tab you want to see. To remove tabs, click the X
located at the right of the tab label.
Title Bar Options
Contacts
allows you to use your contacts to make or manage calls.
Contacts panel
The Contacts pane contains the following areas
Web-Based Receptionist Console User Guide 21
Title Bar Tabs
Introduction
You can add or remove personal contacts via your MyAccount Contact List or
in Receptionist Console, and the updates appear in both places.
Note About
How to Add a
Use the following steps to add a personal contact.
Step
Action
1.
2.
Click Add. A new line is added below the existing entries,
3.
In the Name text box, enter the contact’s name or description, as
you want it to appear.
4.
In the Number text box, enter the phone number of the contact.
Manage Personal Contacts
Add a Personal Contact
Personal
Contacts
Important: You cannot modify a personal contact entry in
Receptionist Console. To modify information for a personal contact,
delete the entry and add it again.
Personal
Contact
In the Personal tab, click Edit . The Edit Personal
Contacts dialog box appears.
allowing you to define a new entry.
Personal tab
Edit Personal Contacts - Add Entry
Web-Based Receptionist Console User Guide 22
Title Bar Tabs
5.
To save the changes, click anywhere in the dialog box outside the
entry.
How to Delete a
Use the following steps to delete a personal contact.
Step
Action
1.
Contacts dialog box appears.
2.
Select the entry to delete and click the Delete button.
Result: The entry is removed from the list.
Delete a Personal Contact
Personal
Contact
In the Personal tab, click Edit . The Edit Personal
Web-Based Receptionist Console User Guide 23
Basic Confi guration Settings
Introduction
Receptionist allows you to search for contacts multiple ways. You can
Introduction
A quick search searches on a specific column in a selected directory for
Search
perform a search on a specific directory or on all directories at once. You can
perform a regular search or a quick search, and you can create a new directory
from search results.
Note: The search is not case-sensitive; the search for “Ann” and “ann”
returns the same results.
Search tab
Quick Search
entries that start with a character entered by you. The column on which the
search is performed is the column by which the directory is currently ordered.
A quick search can be performed on any directory, but is not available in the
Search tab.
Quick Search
Web-Based Receptionist Console User Guide 24
Basic Confi guration Settings
How to
Use the following steps to perform a Quick Search.
Step
Action
1.
Click the directory tab where you want to perform the search.
2.
Order the directory by the column on which you want to perform
the search.
3.
Check the Quick Search box. See Figure 21.
4.
From the keypad that appears, select a character (a single letter or
the directory.
5.
To perform another search on the same column, select another
and not on the results of the previous search.
Perform a
Quick Search
digit) by which you want to search. The contacts that start with
the selected character (in the selected column) are displayed in
character. The new search is performed on the original directory
Web-Based Receptionist Console User Guide 25
Basic Confi guration Settings
Introduction
You can search for contacts in a specific directory or in all directories at once.
How to Search
Use the following steps to search in a specific directory.
Step
Action
1.
Select the directory.
2.
Make sure that the Quick Search box is unchecked.
3.
In the Search text box, enter the text for which you want to
name is returned.
4.
To restrict the search to contacts that start with the entered string,
include contacts that contain the entered string.
5.
From the drop-down list, select the column by which you want to
search. You can select a specific column or all columns.
6.
Regular Search
When you use the Search tab, the search is always performed on all
directories and columns.
When you search for contacts in a specific directory (by using the search
options in each tab), you can search on a specific column or on all columns.
Note: The search is not case-sensitive; the search for “Ann” and “ann”
returns the same results.
Regular Search
in a Specific
Directory
search. You can enter partial information, such as part of a name
or phone number, but you must enter at least two characters. For
example, if you do not remember whether Mary’s last name is
spelled “Shelley” or “Shelly”, you can enter “Shell”, and either
check the Begins with box. Otherwise, the search results also
Click the Search button .
• The text you entered is matched against the selected column
(or all columns) of every entry of the selected directory.
Search results are displayed in the tab where the search was
performed.
Web-Based Receptionist Console User Guide 26
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