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

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

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

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

Open your web browser and enter Result: The Receptionist Console Sign-in page appears.

Enter your (IP Centrex) MyAccount User ID in user@domain format

password, contact your MyAccount administrator.)

(Optional) Check the Stay signed in box to automatically re-connect in the event of a disruption to the network connection.

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

Call Console pane

View and manage your current calls.

Queued Calls

Manage calls that have been routed to a Call

logged in to the queue.)

Contacts pane

Create and manage your directories for

section for a description of each tab.)

Settings pages

Configure specific Receptionist Console functionality.

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

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]

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

double-click the call to answer.)

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

Expand any contact directory and find the contact for which an incoming call is ringing.

Click the Answer button.

How to

You can only put an active call on hold. Use the following steps to use Call

Step

Action

To put a call on hold, move the mouse over an active call and click the Hold button.

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

button.

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

Select the check boxes for the Call Queue(s) you want to monitor

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

To retrieve a call from the queue, in the Queued Calls pane,

call.

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

In the Queued Calls pane, select the call.

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

In the Queued Calls pane, select the call.

In the Contacts pane, expand the Queues tab.

How to Change

Use the following steps to change the position of a call in a queue.

Step

Action

In the Queued Calls pane, click the call and click Reorder.

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

In the Queued Calls pane, click Options .

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

Click Add. A new line is added below the existing entries,

In the Name text box, enter the contact’s name or description, as you want it to appear.

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

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

Contacts dialog box appears.

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

Click the directory tab where you want to perform the search.

Order the directory by the column on which you want to perform the search.

Check the Quick Search box. See Figure 21.

From the keypad that appears, select a character (a single letter or

the directory.

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

Select the directory.

Make sure that the Quick Search box is unchecked.

In the Search text box, enter the text for which you want to

name is returned.

To restrict the search to contacts that start with the entered string,

include contacts that contain the entered string.

From the drop-down list, select the column by which you want to search. You can select a specific column or all columns.

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

Basic Confi guration Settings

• Duplicate search results in Receptionist Co ns ole directories

To clear the search results, click Reset .

are not displayed; the first matc h f or a giv e n co nt act is displayed.

• Duplicate search results in other directories are displayed.

• The search returns either all the contacts (in the selected

directory) that contain the entered keyword or all the contacts that start with the entered keyword.

• In the first case (Begins wi t h not checked), entering “Ann”

returns all contacts with the name “Ann”, but it also returns all contacts with names such as “Anne”, “Marianne”, “Marie Ann”, “Ann Marie”, and so on.

• In the second case (Begins with checked), entering “Ann”

returns all contacts with names such as “Ann”, Anne”, and Ann Marie”, but not “Marianne” or “Mary Ann”.

Web-Based Receptionist Console User Guide 27

Basic Confi guration Settings

Diagram

How to Search

Use the following steps to search in all directories.

Step

Action

Click the Search tab.

In the Search text box, enter the text for which you want to

name is returned.

To restrict the search to contacts that start with the entered string,

include contacts that contain the entered string.

results in other directories are displayed.

Contacts Pane – Search Results in Search tab

in All Directories

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 enter is matched against all columns in all directories (except for the Notes column). Search results are displayed in the Search tab.

Duplicate search results in Cox directories are not displayed; the first match for a given contact is displayed. Duplicate search

When you click a contact, the entry expands and displays contact details. The information depends on the directory for which the contact was selected.

Note: Contact entries displayed in the Search tab follow the same rules as if that entry was accessed in its own directory. This allows you to

Web-Based Receptionist Console User Guide 28

perform any operations directly from the search results.

Basic Confi guration Settings

Introduction

When you perform a search in a directory, you can create a new directory (on

How to Create

Use the following steps to create a directory from search results using the

Step

Action

Select the directory where you want to perform the search.

Perform a Quick Search or enter the search criteria.

search.

Create Directory from Search Results

a dedicated tab) from the search results, using the Pullout button. The button is enabled when a search is performed on a single field.

Note: The Pullout button is not available in the Search directory and is only available from the search results of a specific directory.

a Directory from Search Results

Pullout button.

When the results are displayed, click the Pullout button , which becomes active.

Result: A new tab is created that includes the results of the

Note: Contact entries displayed in a search results tab follow the same

rules as if that entry was accessed in its own directory. This allows you to perform operations directly from the search results.

Web-Based Receptionist Console User Guide 29

Basic Confi guration Settings

Introduction

If you perform a search in a specific directory, the search is always performed on the entire directory even if search results are only displayed.

How to

After you perform the original search, create a directory from the search

Perform Search on Search Results

Perform a Search on Search Results

results.

Perform a new search in the new directory.

Note: Searching within the search results cannot be performed on the same column that the original search was performed.

Web-Based Receptionist Console User Guide 30

Basic Confi guration Settings

Introduction

Receptionist Console allows you to order directory entries in ascending or

How to Sort the

The sorting order for the Status column is as follows (from highest to lowest):

Step

Action

Click the header of the column by which you want to order the directory.

To reverse the order, click the same column header again.

Order Directory Entries

descending order. The columns by which the directory can be ordered have the sort icon displayed next to their name. The following table lists the directories and the columns by which they can be ordered.

Note: You cannot order the contacts in the Search directory.

Order of Directory Entries

Private, On a Call, Ringing, Away, In a Meeting, Call Forwarding Always, Do Not Disturb, and Available.

Use the following steps to order a directory.

Note: The contacts in the selected directory are reordered based on the selected column. The sort order is saved on sign-out and preserved between sessions.

Web-Based Receptionist Console User Guide 31

Diagram

Introduction

Receptionist Console allows you to make notes about the contacts in your

quickly store and provide brief information about the contact.

How to Create

Use the following steps to create notes about a contact.

Step

Action

Open one of the directories and click the Notes link on the

Result: The Notes for <Contact Name> dialog box appears.

Enter the desired text or view or modify the existing text in the

To save your changes and close the dialog box, click the OK

To close the dialog box without saving, click Cancel button.

Contact Notes

Group, Favorites, or Monitored Contacts directory. Notes are designed to

a Note about a Contact

contact’s line item.

Notes text box.

button. Result: The note appears in the contact’s line item in the Notes column.

Notes field

Notes

Web-Based Receptionist Console User Guide 33

Title Bar

Introduction

Receptionist Console allows you to monitor the call state of selected

Each type is discussed in the following pages.

Diagram

Monitoring

users/extensions within your organization. This information is helpful for making call transferring decisions because you know if a user is currently on a call (red) or not (green).

All editions of Receptionist Console allow you to monitor contacts configured through the web portal. This is referred to as static monitoring. In addition, Receptionist Console allows you to monitor selected contacts dynamically.

Monitored Contacts

Note: The contact’s “state” is updated in real time.

Web-Based Receptionist Console User Guide 35

Basic Confi guration Settings

Introduction

Static monitoring is a fixed list of users that is configured by your MyAccount

Static Monitoring – Favorites Tab

Administrator and includes people or extensions whose phone call status can be monitored in Receptionist Console.

The Favorites tab allows you to view the phone state of statically monitored contacts. The Favorites directory provides the following information for each contact (as applicable): call state, last and first name, phone number, extension, mobile number, department, and link to notes.

Any updates that you make to the list will appear in Receptionist Console the next time you log on.

Favorites tab

Important: The maximum number of users you can monitor is configured by your administrator and cannot exceed 100.If a contact is statically monitored, then their phone state is displayed. However, it counts toward the total number of dynamically monitored contacts. Therefore, we recommend that you monitor less than the max amount of users (regardless of their “status”).

Users are monitored as they are selected up to the maximum allowed, and then ordered in a “first in/first out” as other contacts are added. Dynamic monitoring is persistent, but not permanent and could be lost during certain server events (upgrades, restarts, etc), unlike static monitoring.

Web-Based Receptionist Console User Guide 36

Basic Confi guration Settings

Introduction

Dynamic Monitoring allows you to view the call state of selected contacts in

Dynamic Monitoring – Group Tab

your Group directory. First, select a contact you want to monitor. (Note: Selected contacts cannot be de-selected.) It is also important to note that there is a pre-configured limit of contacts you can select to monitor and we recommend that you leave a few slots open so that other contacts can be added.

When the number of monitored contacts reaches the threshold, Receptionist Console changes the selection based on a “first in/first out” order. Therefore, those contacts that were selected originally are no longer monitored which allows for newly selected contacts to be monitored.

The state of a contact that is not monitored displays as Unknown.

Caution: Dynamic monitoring is persistent, but not permanent and can be lost during certain server events, such as upgrades and restarts.

Unlike Static Monitoring, Dynamic Monitoring is performed as needed on the Receptionist Console client by selecting users from a directory. Monitoring begins when you choose the contact. If you click the contact a second time, monitoring stops.

Group Directory with Monitored Contacts

Web-Based Receptionist Console User Guide 37

Basic Confi guration Settings

Introduction

Dynamic monitoring is performed dynamically on Receptionist Console by

is displayed. If you click the contact again, monitoring stops.

How to

Use the following steps to monitor a dynamic contact.

Step

Action

Click the Group tab to view the directory.

Click the Status icon of the contact to monitor.

Request Dynamic Monitoring

selecting a user from a directory.

When you click on a user, the monitoring process begins and their call status

Monitor a Contact

Note: You cannot monitor the state of virtual users, hunt groups, or

auto attendants because they appear as disabled.

Group Directory – Request Contact Monitoring

Web-Based Receptionist Console User Guide 38

Basic Confi guration Settings

Introduction

The state of a contact is represented by an icon located to the left of the

The following table lists call states for contacts or extensions:

Icon

State in

Console

DND

CFA

Privacy

Exchange

State*

Call State

Private

N/A

On a Call

N/A

Off

N/A

Active call

Ringing

N/A

Off

N/A

Ringing call,

calls

Away

N/A

Off

Out of Office

No active calls

In a Meeting

N/A

Off

Busy

No active calls

Call

Always

N/A

Off

Free or

No active Do Not Disturb

Off

Free or Tentative

No active calls

Available

Off

Free or Tentative

No active calls

Unknown

N/A

Contact States

contact’s name. This state integrates the state of the contact’s line, the contact's Microsoft Exchange calendar presence, and the state of services such as Call Forwarding Always, Do Not Disturb, and Privacy.

Receptionist

Calendar

no active

Forwarding

Tentative

calls

Note: If a call is parked against the contact that you are monitoring, the information about the parked call also appears.

Web-Based Receptionist Console User Guide 39

Basic Confi guration Settings

Introduction

This consists of all contacts in your organization’s common phone list

Introduction

This consists of all contacts in your personal directory in MyAccount.

Group Common

configured by your MyAccount administrator.

Note: The directory may be empty if your administrator has not configured any contacts.

Group Common tab

Personal

Personal (contacts) tab

Web-Based Receptionist Console User Guide 40

Basic Confi guration Settings

Introduction

This section consists of all speed dial codes configured for you or by you for

make via MyAccount appear only at the next sign-in to Receptionist Console.

Procedure

Use the following steps to update speed dial entries using the client.

Step

Action

Add Speed Dial Entry (See below)

Modify Speed Dial Entry (See below)

Delete Speed Dial Entry (See below)

Speed Dial

your Speed Dial services.

It allows you to manage and use your Speed Dial 8 and Speed Dial 100 entries. To use this feature, you need to have Speed Dial 8 and/or Speed Dial 100 service assigned. If you only have one of these services, you see the entries for that service only in your Speed Dial tab.

Speed Dial tab

You can add or remove speed dial entries via MyAccount or Receptionist Console, and the updates appear in both places. However, the updates that you

Web-Based Receptionist Console User Guide 41

Basic Confi guration Settings

How to Add a

Use the following steps to add a speed dial entry.

Step

Action

Result: The Edit Speed Dials dialog box appears.

Click the Add button.

From the Code drop-down list on the left, select a speed dial code.

In the Phone Number text box, enter the phone number to assign to the code.

In the Description text box, enter a description that allows you to identify the entry.

To save the entry, click anywhere in the dialog box outside the entry.

Add Speed Dial Entry

Speed Dial Entry

In the Speed Dial tab, click Edit .

Result: A new line is added below the existing entries, allowing

you to define a new entry.

Add New Speed Dial entries

Web-Based Receptionist Console User Guide 42

Basic Confi guration Settings

How to Modify

Use the following steps to change a speed dial entry.

Step

Action

Double-click the entry to modify.

Modify information as required.

To save the changes, click anywhere in the dialog box outside the entry.

How to Delete a

Use the following steps to delete an entry from your speed dial.

Step

Action

Result: The Edit Speed Dials dialog box appears.

Select the entry to delete and click the Delete button. Result: The entry is removed from the list.

Modify Speed Dial Entry

a Speed Dial Entry

In the Speed Dial tab, click the Edit button. Result: The Edit Speed Dials dialog box appears.

Edit Speed Dials Dialog Box –

Modify Entry

Delete Speed Dial Entry

Speed Dial Entry

Web-Based Receptionist Console User Guide 43

In the Speed Dial tab, click the Edit icon.

Basic Confi guration Settings

Introduction

The Outlook pane contains all of your Outlook contacts. (Note: You need to

Outlook

have Outlook Integration service assigned.)

Note: When using the Outlook Integration feature with Microsoft Outlook 2010 or Outlook 2013 (32- or 64-bit edition), make sure Outlook is running before Receptionist Console is launched; otherwise, Outlook Integration functionality does not work.

Outlook tab

Web-Based Receptionist Console User Guide 44

Administration Functi ons

Introduction

You use the Settings link at the top right-hand corner of the main page to

Receptionist Console

Basic Configuration Settings

access the Settings page where you can configure various aspects of the Receptionist Console application.

Caution: Do not use the internet browser’s Back button to return to the main interface.

This section describes the Settings pages that you use to configure Receptionist Console:

• General

• Application

• Services

• Plug-ins

• About

Settings toolbar

Note: Depending on your system configuration, some settings may not be available.

Web-Based Receptionist Console User Guide 45

Introduction

You use the General tab to configure miscellaneous settings that improve the usability of Receptionist Console.

Diagram

Part

Description

Screen Pop

Screen pop ups are not supported at this time.

Date Format

This setting allows you to select the format to

Time Format

This setting allows you to select the format to

Administration Functi ons

General Tab

Settings – General

The following subsections describe the settings that can be configured on this page.

Receptionist Console Administrator Guide 46

use for displaying the date in the calendar details for a contact. The possible options are:

• MM/DD/YYYY

• DD/MM/YYYY

use for displaying the time in chat windows and in the calendar details for a contact. The possible options are:

• AM/PM

• 24 hours

Administration Functi ons

Workspace

Receptionist Console allows you to customize

elements of your workspace, such as the size and placement of the main window on the desktop. The system remembers the setup between sessions.

The following elements can be customized:

• The size and position of the web browser

window in which the main interface is displayed

• The size of the panes (Call Console,

Contacts, and Queued Ca ll s)

Notes: This functionality does not work in Internet Explorer due to a technical limitation of Internet Explorer.

When a window is vertically resized, the panes do not always resize to fill the window. To resize a window, drag the window from the bottom right-hand corner or collapse and then expand the panes after resizing to adjust them to the window.

• Save Workspace – This button, when

clicked, saves the current workspace.

• Load Workspace – This button, when

clicked, arranges your workspace according to the last saved config ura tion .

• Restore Workspace – This button, when

clicked, restores the workspace to the system default configuration.

• Always save workspace on sig n o ut –

When you sign out fr om the clie nt , Receptionist Console asks you whether you

Receptionist Console Administrator Guide 47

Administration Functi ons

want to save your current workspace. To

button.

Drag and Drop

You use the Drag and Drop area to specify

contact.

save your workspace automatically when signing out without being asked, check the Always save workspace on sig n o ut box.

To customize your workspace:

Arrange the windows the way you like. Click the Save Workspace button to save the current configuration. To restore the system default, click Restore Workspace.

At any time to return to the last saved configuration, click the Load Workspace

whether a call should be automatically transferred when dropped on a contact.

Transfer the call automatically when it’s dropped on a contact – This setting allows you

to enable or disable automatic call transfer when you drag and drop. When this box is checked, the call is automatically transferred to the contact’s phone number when the call is dropped on the

Receptionist Console Administrator Guide 48

Introduction

You use the Application tab to configure your availability to take calls as well as the policies used to process calls.

Diagram

Part

Description

Queue Membership

These settings allow you to select which queues

any column.

Step

Action

To join a specific queue, select the check box on the line for the queue.

To join all queues, select the check box in the column header.

Operator Policies

The Operator Policies setting allows you to select your post sign-in state in your queues.

Administration Functi ons

Settings - Application

Settings – Application

The settings can be configured on this page and are described in the following subsections.

you want to join.

Note: If you are not allowed to join/leave a queue, the line for the queue is dimmed and you can only view your join status in the queue. To change your join status in a queue, you may need to contact your administrator.

For queues on this page, you can select columns to appear and you can sort and group queues by

Receptionist Console Administrator Guide 49

Administration Functi ons

Post Sign-In All Call

State

This drop-down list allows you to select your

you sign in to Receptionist Console.

Distribution (ACD)

availability to receive calls from queues when

Receptionist Console Administrator Guide 50

Administration Functi ons

Introduction

You use the Services tab to configure various services assigned to you by your

more information, see your administrator.

Diagram

The services are grouped into two categories: Active and Inactive.

Part

Function

Do Not Disturb

When you activate this service, you are not

automatically sent to your voice mail.

Call Forwarding

When you activate this service, you need to

your calls are forwarded to the specified number.

Settings - Services

administrator on MyAccount, which are applicable to Receptionist Console. These settings are only available if you have been assigned such services. For

Settings – Services

The services that you can configure (if you have been assigned the services) are:

available to take calls, and all your calls are

Always

provide the phone number to which your calls are forwarded. When the service is active, all

Receptionist Console Administrator Guide 51

Administration Functi ons

How to

Use the following steps to activate a service.

Step

Action

Select the service and check the Active box. The service is moved from the Inactive to Active category.

If you enabled the Call Forwarding Always service, in the

which your calls are forwarded.

To generate a ring splash for incoming calls, check the Ring Splash option.

To save your changes, click Save.

Activate a Service

Forward To text box that appears, enter the phone number to

Receptionist Console Administrator Guide 52

Introduction

The Receptionist Console uses plugins that must be configured for cetain

Using Plug-Ins.

Diagram

Part

Description

Plug-ins

Before you begin, you must uncheck this box to enable configuration for certain plug-ins.

Notification

These options control when and how incoming

Administration Functi ons

Settings – Plug-ins

functionalities in the client, such as (call) Notification, Outlook Integration, and Call Event Log.

Instructions to configure the plug-ins are located in Appendix A: Steps for

Settings – Plug-ins

call notification “pop-up toasts” are displayed.

The options you can set are as follows:

• Focus window for inco m ing cal l s –

When this option is checked and the browser window running Receptionist Console is minimized, the system automatically restore s the window on

Receptionist Console Administrator Guide 53

incoming calls.

Administration Functi ons

This does not work in Firefox. In Internet

series.

Microsoft Outlook

The Microsoft Outlook options control Outlook

Part

Function

Enable/Disable

This determines whether

downloaded from Cox.

Retrieve

This option allows you to

your Outlook contacts.

Explorer, there must be only one tab open in the web browser running Receptionist Console.

• Show notifications for calls – When this

option is checked, Rece p t ioni st Console displays the Call Notification pop-up window on top of other applications’ windows when you receive a call. When you check this box, you need to select an option from the drop-down list to specify the condition under which notifications are displayed.

This does not work if there are other tabs open in the same web browser window as Receptionist Console. In addition, if calls come within eight seconds of each other, the Call Notification popup window only appears for the first call of that

integration with Receptionist Console. They are only visible if Outlook integration is enabled in Receptionist Console. Use extreme caution when configuring this function.

You can receive your contacts from the default contact folder. If you are part of a very large organization, use your local contacts instead of the “global” Outlook contacts.

The options you can set are as follows:

Outlook Integration

Receptionist Console integrates with Outlook to provide you with access to your Outlook contacts. If Outlook integration is disabled, the corresponding desktop plug-in software components are not

Receptionist Console Administrator Guide 54

contacts from

specify where to look for

Administration Functi ons

Use Outlook

When this option is

caller ID is unknown.

Program Shortcuts

The Program Shortcuts plug-in allows you to

Button

Name

Function

Add

Click this button to create a

your desktop.

Remove

Click this button to remove the

no effect.

Activity Archive

The Activity Archive plug-in allows you to store

value (CSV) file.

contacts as preferred CLID lookup

checked, Receptionist Console uses Outlook to try to identify a caller, when the

Note: The Outlook Integration feature provides the following functionality: CLID lookup, saving vCards, and accessing and searching Outlook contacts. When using Microsoft Outlook 2010 or 2013 (32- or 64-bit edition), Outlook has to be running before Receptionist Console is launched for these functions to work.

create a desktop shortcut on a Windows platform which launches Receptionist Console in your default web browser when you click the icon.

Shortcut

Receptionist Console shortcut on

previously created Receptionist Console shortcut.

If you did not create a shortcut using the Add Shortcut button, the Remove Shortcut button has

call event statistcs content locally on your computer where the log is stored.

The log is saved at a time interval (daily, weekly, monthly) that you select as a comma-separated

Receptionist Console Administrator Guide 55

Administration Functi ons

Introduction

The About tab displays the following information about Receptionist Console:

• copyright information

Diagram

Settings - About

• software version

• client profile used

About tab

Receptionist Console Administrator Guide 56

Help

Introduction

Receptionist Console provides online access to a portable document format

Introduction

Removes toolbars at the top of the screen to display a larger view of the

Introduction

To exit Receptionist Console, click the Sign Out link at the upper right corner

Full Screen

Title Bar

(PDF) version of this guide.

Click the Help link in the upper right corner to open the User Guide.

Help link

Sign Out

interface.

Full Screen link

of the main interface.

Sign Out link

Web-Based Receptionist Console User Guide 57

Administrator Functions

Introduction

This section discusses functions that your MyAccount administrator performs.

call center or Queue.

Call Center

From the Call Center Management window, you can change the name of the

How to Change

Use the following steps to modify the name of a call center.

Step

Action

Log into MyAccount and click the MyAccount menu.

Click the Applications tab and select the Call Center Name and Password link.

Click the Edit button to the right of the call center you want to

Result: The Change Call Center Name dialog box displays.

Click the Change Name button.

Enter the New Call Center Name.

Click the Save and Return button.

Administrator F unct ion s

We will begin by reviewing how the administrator can change the name of a

Change the Call Center Name

Name Change

the Name of a Call Center

queue(s) and reset or change the password required by the Receptionsit Console user to login to the queue(s).

Call Center Management window

New Call Center Name

modify.

Web-Based Receptionist Console Administrator Guide 59

Administrator Functions

Introduction

Use the following steps to change or reset the password that users must enter

password in their application.

Call Center

From the Call Center Management window, you can change the name of the

How to Change

Use the following steps to modify the name of a call center.

Step

Action

Log into MyAccount and click the MyAccount menu.

Click the Applications tab and select the Call Center Name and Password link.

Click the Edit button to the right of the call center you want to

Result: The Change Call Center Name dialogue box displays.

Click the Change Password button. See Figure 1.

Enter the New Call Center Password in the text field.

Re-enter the password in the Confirm New Center Password text field.

Click the Save and Return button.

Change the Call Center Queue Password

to access the Receptionist Console. Note: If the password is updated, all Receptionist Console users that access the queue need to change the queue

Password Change

the Call Center Password

queue(s) and reset or change the password.

Figure 1. Change Call Center Password

modify.

Receptionist Console Administrator Guide 60

Administrator Functions

Introduction

The Receptionist Console application allows you to add and remove users that are associated to a particular call center.

How to Manage

Use the following steps to manage call center agents.

Step

Action

Log into MyAccount and click the MyAccount menu.

Click the Applications tab.

Click the Call Center link.

Click the Edit link to the right of the call center to which you

From the Call Center Users section, go to the Available Users

Call Center feature.)

Manage Call Center Users

Call Center Agents

want to assign or remove users.

Call Center List - Edit

panel. (Note: Users are available if they have been assigned the

Receptionist Console Administrator Guide 61

Administrator Functions

Click the Save and Return button.

From the list of Available Users, select the person(s) you want to assign to a call center or remove from a call center and click the Add or Remove button, respectively.

a. To add the entire group of available users, click the Move

All button. To move the assigned users back to the Available Users panel, click the Remove All button.

b. You may sort assigned users when you click the up or

down arrow buttons.

Available / Assign Users to a Call

Center

Receptionist Console Administrator Guide 62

Configuri ng Messaging and Music

Introduction

Businesses may elect to play music for incoming callers before their call is

message.

Configuring Messaging and Music

answered or play messages to provide incoming callers with important information about their company and to ensure the customer that their call has not been forgotten.

This function is designed to keep your callers engaged during their wait time. You may elect to use the default messaging that Cox provides or create up to four files for the Entrance, Comfort, and Overflow messages described below.

The announcements are linked so that your caller hears different content as they are waiting in the queue. In addition, the messages and music do not resume from a mid-point from one caller to the next, but play from the beginning at the time the call is placed on hold.

If you select the default settings, callers may hear the following scripts:

Entrance Message – “Your call is very important to us. Please wait for next available agent”.

Estimate Wait Message (this is a system-recorded greeting and is configurable by a Cox administrator only) – “You are caller number

<x> in queue. Please hold”.

Comfort Message – “Your call is very important to us. Please wait for the next available agent”.

Overflow Message – “Your call is very important to us, however, due to the high volume of calls, we cannot answer your call. Please hold while we transfer you to voice messaging so that we can help you as soon as possible”.

The following sections instruct you on how to set up and activate each type of

Web-Based Receptionist Console User / Administrator Guide 63

Configuri ng Messaging and Music

Introduction

Entrance messages provide information to callers before their call is answered by an operator.

How to

Use the following steps to configure and activate an entrance message.

Step

Action

Log into VoiceManager MyAccoun t and click the VoiceManager MyAccount menu.

Click the Applications tab.

Click the Call Center link.

Click the Edit link to the right of the call center for which you want to add messages.

Scroll to the Announcements section and click the Show

Result: All of the Announcement options display.

Select the Play Entrance Message Yes / No radio button to

Select the Require Message Completion Yes / No radio button

greeting.

From the Message Type section, select the radio button to allow

Figure 53.

Click the Browse button to locate the audio file you want to use

confirm that you have rights to use the file.

Activate Entrance Messages

Activate an Entrance Message

Announcements link.

activate or deactivate, respectively, a message that callers hear when they call the center.

Announcement window – Entrance

Message

to define whether callers will hear the entire initial audio

callers to hear the S ys te m Defau lt message or a Custom message. (Note: If you click the Custom radio button, click the

Add link to select the audio file.) Result: A Select Announcements dialog box displays. See

and check the “I have read and understand the discla imer” to

Receptionist Console Administrator Guide 64

Configuri ng Messaging and Music

10.

Click the Upload button. Result: The file appears in the Custom list.

11.

Click the Save and Return button.

Disclaimer dialog

Receptionist Console Administrator Guide 65

Configuri ng Messaging and Music

Introduction

The Estimated Wait Message type provides your caller with information about

call is in the queue.

How to

Use the following steps to configure and activate an estimated wait time or

Step

Action

Log into VoiceManager MyAccoun t and click the VoiceManager MyAccount menu.

Click the Applications tab.

Click the Call Center link.

Click the Edit link to the right of the call center for which you want to add messages.

Scroll to the Announcements section and click the Show

Result: All of the Announcement options display.

Scroll to the Play Estimated Wait Message section and select

to hear a wait message.

Activate Estimated Wait Messages

the amount of time it may take before their call is answered. You may give them an amount of time they can expect to wait or inform them of where their

Activate an Entrance Message

wait queue message.

Announcements link.

the Yes or No radio buttons to define whether you want callers

Receptionist Console Administrator Guide 66

Configuri ng Messaging and Music

From the Message Type drop-down menu, select the Estimate

For either Message Type, enter a number in the For Callers

Queue Position message.

Check the Play High Volume Message for Other Callers

wait time or number of calls ahead of them.

10.

In the Default handling tim e text field, enter the estimated

wait time.

11.

Click the Save and Return button.

Wait Time option if you want callers to hear how long they have to wait before their call is addressed.

Estimated Wait (Time) Message

Select the Queue Position option to announce the callers’ position in the wait line.

Estimated Wait (Queue) Message

With a Wait Time of <x> Minutes or Lower or For Callers in Queue Position <X> or Lower text field. The digit you enter

defines the trigger value for either the amount of time callers can expect to wait before their call is answered or the number of calls ahead of them. In Figures 8 6 and 97, callers with a wait time of five minutes or lower will hear the Estimated Wait Time message; and callers with five calls ahead of them will hear the

checkbox to initiate a message to callers who have an extended

handling time per call, in minutes, to use when calculating the

Receptionist Console Administrator Guide 67

Configuri ng Messaging and Music

Introduction

You may configure comfort messages to play while callers are waiting for Each of the announcement functions is separate. This is good to know for

interrupted by comfort messages.

How to Create

Use the following steps to create and activate a comfort message.

Step

Action

Log into VoiceManager MyAccoun t and click the VoiceManager MyAccount menu.

Click the Applications tab.

Click the Call Center link.

Click the Edit link to the right of the call center for which you want to add messages.

Scroll to the Announcements section and click the Show

Result: All of the Announcement options display.

Activate Comfort Messages

their call to be answered. You can create and upload a maximum of four files for different queue announcement functions. All four announcements are linked and play in sequence.

Note: The maximum file size per message is 5Mb. The file must be in the correct format and adhere to other guidelines to play successfully. Refer to the guidelines on page 74.

anyone who is recording custom messaging, such as if a voice over ad is playing on hold, the comfort messaging starts at the designated interval(s) that is established in the comfort messaging screen.

We recommend that you plan to allow the person doing the recording to create timed messaging on hold so that your commercial messaging is not

a Comfort Message

Announcements link.

Receptionist Console Administrator Guide 68

Configuri ng Messaging and Music

Select the Play Comfort Message Yes / No radio button to

In the Delay Between Message <x> Seconds text field, enter the time that will elapse before the comfort message plays again.

From the Message Type section, select the radio button to allow

Result: A Select Announcements dialog box displays.

Click the Browse button to locate the audio file you want to use

confirm that you have rights to use the file. See Figure 75.

10.

Click the Upload button. Result: The file appears in the Custom list.

11.

Click the Save and Return button.

activate or deactivate, respectively, a message that callers hear while they are waiting to be answered.

Comfort Message

callers to hear the S ys te m Defau lt message or a Custom message. (Note: If you click the Custom radio button, click the Add link to select the audio file.)

and check the “I have read and understand the disclaimer” to

Receptionist Console Administrator Guide 69

Configuri ng Messaging and Music

Introduction

You may configure and customize up to four music files to play sequentially

played to internal callers.

How to Create

Use the following steps to configure and activate music or messages to play

Step

Action

Log into VoiceManager MyAccoun t and click the VoiceManager MyAccount menu.

Click the Applications tab.

Click the Call Center link.

Click the Edit link to the right of the call center for which you want to add messages.

Scroll to the Announcements section and click the Show

Result: All of the Announcement options display.

Select the Music in Queue Yes / No radio button to activate or

From the Music Type section, select the radio button to allow

Result: A Select Announcements dialog box displays.

Select the System Default radio button to use packaged music or

and upload the file(s).

Activate Music in Queue

while callers are waiting in the queue. You can also specify a message to be

Music in Queue

for calls in a queue.

Announcements link.

deactivate, respectively, music that callers hear while they are waiting to be answered.

Music in Queue

callers to hear the S ys te m Defau lt music or a Custom music choice. (Note: If you click the Custom radio button, click the Add link to select the music file.)

select the Custom radio button to use personalized content.

Note: If you select Custom, click the Browse button to locate

Receptionist Console Administrator Guide 70

Configuri ng Messaging and Music

Click the Browse button to locate the audio file you want to use

confirm that you have rights to use the file. See Figure 5.

10.

Click the Upload button. Result: The file appears in the Custom list

11.

Check the Use Alternate Source for Internal Calls box to play a unique music file for employees’ calls only.

12.

Repeat steps 7-9 to configure the type of music you want internal callers to hear.

13.

Click the Save and Return button.

and check the “I have read and understand the disclaimer” to

Receptionist Console Administrator Guide 71

Configuri ng Messaging and Music

Introduction

Configure the call center routing policy when a large number of calls have

deleted using your telephone through the voice portal.

How to

Use the following steps to configure the Overflow function.

Step

Action

Log into VoiceManager MyAccoun t and click the VoiceManager MyAccount menu.

Click the Applications tab.

Click the Call Center link.

Click the Edit link to the right of the call center for which you want to add messages.

Scroll to the Announcements section and click the Show

Result: All of the Announcement options display.

From the Overflow Action drop-down menu, select how you

phone number to which the call will be transferred.)

Act ivat e Ove rflow Messages

been received or calls have been waiting longer than the configured threshold.

Upload a recording of your name so that when a caller is connected to your extension by the Auto Attendant or to Voice Messaging, your name is announced to the caller. Your personalized name can also be recorded or

Configure Overflow Messaging

Announcements link.

want calls handled that meet the Enable overflow after <x> seconds allotment. The choices are Play Busy Tone, Transfer Call to, and Ring Until Caller Hangs Up. (Note: Based on your

selection, you may have to enter additional information. For example, if you select Transfer Call To:, you must enter the

Receptionist Console Administrator Guide 72

Configuri ng Messaging and Music

Select the Play Announcement Yes / No radio button to define

From the Message Type section, select the radio button to allow

Result: A Select Announcements dialog box displays.

Click the Browse button to locate the audio file you want to use

confirm that you have rights to use the file. See Figure 75.

10.

Click the Upload button. Result: The file appears in the Custom list.

11.

Click the Save and Return button.

whether you want your callers to hear a message you have configured for overflow calls.

Overflow Message configuration

window

callers to hear the S ys te m Defau lt message or a Custom message choice. (Note: If you click the Custom radio button, click the Add link to select the message file.)

and check the “I have read and understand the disclaimer” to

Receptionist Console Administrator Guide 73

Configuri ng Messaging and Music

Introduction

Use this procedure to record a personal greeting or an announcement using a

• .WMA file type

Introduction

Review the following helpful recording guidelines before you record your

Windows 7

Record a Personal Greeting or Announcement

PC. The application server accepts a .WAV file format. The following lists the validation rules for the file formats:

• CCITT, u-law, or a-law codec

• 8.000 kHz

• 8 bit mono

• .WAV file type

• For .WMA files:

• CCITT, u-law, or a-law codec

• 8.000 kHz

• 8 bit mono

Helpful Recording Guidelines

greeting or announcement.

• The maximum audio length is two (2) minutes for a Voice Messaging

Greeting and Custom Ringback User/Group.

• The maximum audio length is 10 seconds for the user's Voice Portal

Personalized Name.

• The maximum audio length is 10 minutes for the Music On Hold

greeting.

• For all other services, the maximum audio length is 5 minutes.

Follow these procedures to record a .WAV file. Instructions are provided for the following sound recorders:

• Windows XP Sound Recorder and Windows 98 Sound Recorder

• Windows 2000 Sound Recorder

• Windows NT Sound Recorder

•

Receptionist Console Administrator Guide 74

Configuri ng Messaging and Music

Introduction

In Windows 98, select Start>Programs>Accessories>Multimedia>Sound

How to Record

Use the following steps to record a message on the Windows XP or Windows

Step

Action

From the File menu, click Properties. The Properties for Sound window displays.

Click Convert Now and then click OK. The Sound Selection window appears.

Select CCITT u-Law from the Format list.

Under the Attributes section, select 8.000 kHz, 8 bit Mono and

that you can select it easily in the future.

In the Properties for Sound dialog box, click OK.

Click Record on the Sound Recorder. Speak clearly into your PC

re-record your message, repeat this step.

When you are satisfied with your message, select Save As from the File menu and name it with a .WAV extension.

Enter the name of your recording and click OK. To exit without saving, click Cancel.

Record Using Windows XP or Windows 98 Sound Recorder

Recorder from the Windows task bar.

In Windows XP, select Start>All

Programs>Accessories>Entertainment>Sound Recorder.

Note: Your Sound Recorder may be located in a different file, or your

default sound recorder is another product. Please note the required format for your greetings below and follow the instructions for your specific sound recording product.

a Message on Windows XP or Windows 98

98 operating system.

click OK. Tip: You may want to save this format at this point so

microphone and record your message. When you have finished, click Stop. To listen to your message, click Play. If you want to

Receptionist Console Administrator Guide 75

Configuri ng Messaging and Music

How to Record

Use the following steps to record a message on the Windows 7 operating

Step

Action

Go to Start>All Programs>Sound Recorder.

Right-click on Sound Recorder and select Properties.

Enter soundrecorder /file outputfile.wav in the Target field.

setting.)

From your All Programs menu, select Sound Recorder and

window displays.

In the Target field, paste the filename you copied; e.g.,

outputfile.wav.

Click the Apply button. An Access Denied message displays

Click the OK button.

Return to the Sound Recorder menu item and select it.

Click the Start Recording button.

Record your message and click the Stop Recording button.

Enter the File name in the Save As window.

11.

If you want to use Sound Recorder to record direct sound online:

Step

Action

Set your PC to Stereo Mix.

Right-click the speaker icon near the clock in the

Recording Devices.

Select Stereo Mix As Default.

Record Using Windows 7

a Message on Windows 7

system.

(Tip: Copy the original filename listed in the Target field and save it on your computer in case you want to use the original

right-click on Properties. The Sound Recorder Properties

C:\Windows\system32\SoundRecorder.exe /file

stating that you will need to provide administrator permission to change these settings. Click Continue to complete the operation.

lower right corner of your screen and select

Receptionist Console Administrator Guide 76

Appendix A: Steps for Using Plug-Ins

The Call Center Console client requires your computer to have Java JRE 1.6 or higher installed before you proceed with the steps in this section.

Important: If error messages appear while downloading the JNLP file (steps 1-10 below), log out and log back in.

Load the Receptionist Console thin client. Click the Settings link in the upper right corner of the screen.

Result: The Call Center dashboard appears.

Settings link

Plug-Ins tab

Click the Plug-ins tab. Make sure the Disable All Plug-ins checkbox is unchecked.

Result: All Plug-Ins are enabled.

Click the Sign Out link in the upper right corner of the screen to save the changes.

Result: A Do you want to save your workspace? dialog box appears.

Click the Yes button.

Web-Based Receptionist Console User / Administrator Guide 77

Appendix A: Steps for Using Plug-Ins

Log back in to Receptionist Console.

Result: A message appears that a file is ready to be downloaded.

Depending on your browser type, you may be prompted to “run,” “allow,” or

“approve” security checks and the JNLP file.

In addition, messages about downloading and verifying the application contained in the file appear, followed by a dialog box asking you whether you want to run the application. At the bottom of the screen, a message appears, “Do you want to open or save the JNLP file?”

Click the Open button (in Internet Explorer) or a similar option if you are using one

of the other approved browser types. Result: Based on your browser, such as IE, you may receive a Security message. If you do, click the Allow button. If presented with a similar dialog box in other browsers, click the appropriate button or link.

Open or Save .JNLP file message (as presented in Internet Explorer)

Downloading and Verifying Application pop-up windows

Receptionist Console Administrator Guide 78

Appendix A: Steps for Using Plug-Ins

“Do you want to run this application?” Dialog Box

Click the Run button. This starts the Java HTTPS server allowing Call Center to

access the desktop integration features. (Note: Desktop integration features will not be available if you click the Cancel button.)

Note: If you refresh the browser after the local HTTPS server has started, the JNLP file is not downloaded again and the HTTPS server continues to initialize the desktop integration features.

See the next section for instructions on how to install browser certificates.

Receptionist Console Administrator Guide 79

Appendix A: Steps for Using Plug-Ins

Browser

Windows

Mac OS

Chrome

Windows Certificate Store

System Keychain

Internet Explorer

Windows Certificate Store

Not Applicable

Safari

Not Applicable

System Keychain

Firefox Certificate Store

Certificate for Desktop Integration Features

You need to add the desktop plug-in certificate to the browser-specific certificate store location on your machine, which is required to run Call Center desktop integration features. The table below is comprised of browser types and the location of each browser’s certificate trust store location.

Firefox Firefox Certificate Store

The following sub-sections provide instructions for adding the certificate on different platforms.

Download Desktop Plug-ins Certificate

The desktop plug-ins certificate can be downloaded with the following HTTP call to the Call Center client context:

https://console.coxbusiness.com/receptionistconsole/certificate/desktopplugin.cer

Tip: Save the desktopplugin.cer file in an easily accessible location.

Receptionist Console Administrator Guide 80

Appendix A: Steps for Using Plug-Ins

Add Certificate to Microsoft Windows Certificate Store

Follow these steps to add the desktop plug-in certificate to the Windows certificate store.

Using Internet Explorer

The following instructions apply to Internet Explorer browser (version 11.0 only) running on a Windows operating system (OS).

From the Internet Explorer Menu bar, select Tools, and then Internet Options.

Result: The Internet Options dialog box appears.

Internet Explorer – Internet Options

Click the Content tab, and then the Certificates button.

Results: The Certificates dialog box appears.

Receptionist Console Administrator Guide 81

Appendix A: Steps for Using Plug-Ins

MS Windows – Certificates

Click the Trusted Root Certification Authorities tab, and then click the Import

button. Result: The Certificate Import Wizard dialog appears.

Certificate Import Wizard

Click the Next button.

Receptionist Console Administrator Guide 82

Appendix A: Steps for Using Plug-Ins

Click the Browser button, and then choose Desktop plugin. Follow the prompts on the wizard to install the certificate. Click the Security tab. Click Trusted sites, and then click the Sites button.

Result: The Trusted Sites dialog box appears.

Internet Explorer – Internet Options – Security

Receptionist Console Administrator Guide 83

Appendix A: Steps for Using Plug-Ins

Internet Explorer – Trusted Sites

In the Add this website to the zone text field, enter the Call Center client URL,

and then click the Add button. Result: The URL appears in the Websites text box.

Click the Close button. Open the Internet Options dialog box from your desktop, then click Custom level.

Result: The Security Settings – Trusted Sites Zone dialog box appears.

Internet Explorer – Security Settings – Trusted S ites Zone

Receptionist Console Administrator Guide 84

Appendix A: Steps for Using Plug-Ins

Scroll down to the Miscellaneous > Access data sources across domains menu

option and click the Enable radio button.

Click the Yes button in the Warning! dialog box that appears. Click the OK button, and then click the OK button in the Internet Options window

to close the window.

Using Google Chrome

The following instructions apply to a Chrome browser (version 57 and lower) running on a Windows operating system (OS).

Open the Chrome browser. In the top right corner of the browser window, click the Chrome menu icon ( ).

Click the Settings link.

Result: The Settings tab ap pears .

At the bottom of the dialog box, click the Show advanced settings checkbox, and

then scroll down to the HTTPS/SSL section.

Chrome – Advanced Settings

Click the Manage certificates button.

Result: The Certificates dialog box appears.

Receptionist Console Administrator Guide 85

Appendix A: Steps for Using Plug-Ins

MS Windows – Certificates

Click the Trusted Root Certification Authorities tab, and then click the Import

button. Result: The Certificate Import Wizard dialog box appears.

Certificate Import Wizard

Follow the prompts to install the certificate.

Receptionist Console Administrator Guide 86

Appendix A: Steps for Using Plug-Ins

Add Certificate to Firefox Certificate Store

Mozilla Firefox has its own certificate store. Follow these steps to add the certificate to the Firefox Certificate store. The following instructions apply to a Firefox browser (version 54) running on a Windows or Mac operating system (OS).

Important: See the Changes for Firefox version 54 section for important information about this browser version.

Open the Firefox browser. Open the Options/Preferences window: On Windows: From the Tools menu, select Options. On Mac: From the Firefox menu, select Preferences.

Result: The Options/Preferences dialog box appears.

Firefox – Options

Click the Advanced icon ( ), and then click the Certificates tab. Click the View Certificates button.

Result: The Certifi cate Ma n ager dialog box appears.

Receptionist Console Administrator Guide 87

Appendix A: Steps for Using Plug-Ins

Firefox – Certificate Manager

Click the Servers tab. Click the Import button. Select the certificate file on your computer and click the OK button to import. Click the Add Exception button.

Result: The Add Security Exception dialog box appears.

Firefox – Add Security Exception

In the Location textbox, enter https://127.0.0.1:5555/ and click the Get Certificate

button (assuming that “5555” is the default port of the local HTTPS [127.0.0.1] server).

Click the Confirm Security Exception button, and then click the OK button in the

Certificate Manager dialog box.

Receptionist Console Administrator Guide 88

Appendix A: Steps for Using Plug-Ins

Changes for Firefox version 54

Firefox version 54 introduced a change in behavior that does not allow the desktop integration to fully load with the certificate that is imported under the Authorities section of the Firefox certificate store. The workaround is to add an entry under the Servers section using the following steps:

Sign in to the client with Firefox and launch the JNLP. Open the Firefox Certificate Manager to the Servers tab, and click the Add

Exception button.

Enter https://127.0.0.1:5555/ in the Location field. Click the Get Certificate button. Click the Permanently store this exception checkbox, and click the Confirm

Security Exception button.

Add Certificate to Apple System Keychain

The following instructions apply to Chrome browser (version 57 and lower) running on a Mac. Use the following steps to add the certificate to the system keychain on a Mac computer.

In the Dock, open Finder.

Mac OS - Finder

Select Applications and then Utilities. In the list of utilities, double-click Keychain Access.

Result: The Keychain Access window appears.

Receptionist Console Administrator Guide 89

Appendix A: Steps for Using Plug-Ins

Mac OS – Keychain Access Window (Fragment)

In the Keychain Access dialog box, scroll to the Keychains menu, and click the

System option.

From the Category menu, click the Certificates option.

Mac OS – Keychain Access

From the Keychain Access toolbar, click the File menu, and then click the Import

Items option.

Follow the instructions of the browser to import the certificate file.

Result: The certificate appears in the list of certificates as 127.0.0.1.

Receptionist Console Administrator Guide 90

Appendix A: Steps for Using Plug-Ins

In the Keychain Access window, double-click the certificate.

Result: The certificate window appears.

Certificate Window

In the Trust section, select Always Trust for When using this certificate. Click the X in the upper right corner to close the browser.

Receptionist Console Administrator Guide 91

Appendix A: Steps for Using Plug-Ins

On MAC OS X

In MAC OS X, due to security-related restrictions, the JNLP may not execute if you click on it. If this occurs, perform the following steps:

From your Mac, open System Preferences and select Security and Privacy.

Result: The Security & Privacy dialog box appears and defaults to the General

tab.

Mac OS X – Security & Privacy

Click the lock icon ( ) to unlock the panel. In the Allow applications downloaded from: section, click the Anywhere radio

button.

Click the red dot ( ) in the upper left corner of the window to exit the screen.

Receptionist Console Administrator Guide 92

Appendix B: Call State s and Actions

Display Name

Display Icon

Call Personality

Incoming Local

Answer, Conference, End

Ringing Out, Outgoing

Transfer, Hold, Park,

Transfer, Resume,

Conference

Transfer, Hold, End, Conference

Active (In Conference)

Resume, Transfer, End

Ringing In (Recalled Call)

Answer, Conference, End

Parked (<DN>)

Appendix B: Call States and Actions

The following table lists possible call states and actions that can be performed in each state.

Call State

Ringing In (Local)

Ringing In (Remote) Incoming

Outgoing

Active Active

On Hold Held

On Hold (Remote) Remote Held

Active

Held (In Conference) Held

Call Actions

Click-To-Dial Answer, End

Terminator

Originator Conference, End

Any

Camp, End, Conference

Any

Park, Camp, End,

Any

Conference Transfer, Hold, End

Conference

Parked Call

Web-Based Receptionist Console User / Administrator Guide 93

Recalled

Terminator

Any Answer, End

Appendix B: Call State s and Actions

This places a call to the selected contact or to a number from Call History.

This dials the contact’s mobile number. (Note: We do not

MyAccount.)

This brings up a new e-mail message window with the

contact.

Transfer to Voice Mail

This answers an incoming call, answers an unanswered call for a contact, or resumes a held call.

This establishes a conference call or adds a call to a conference.

Call Action Buttons

The following table lists action buttons available in Receptionist Console.

Button Description

Dial

Redial

Mobile

E-mail

Transfer

Answer

Hold

This dials the number you entered in the Dialer.

This redials the last dialed number.

currently support the ability to add mobile numbers in

contact’s e-mail address, allowing you to send an e-mail to the

This transfers a call to an ad hoc number entered in the Dialer.

This transfers a call to a selected number or contact.

This transfers a call to the selected contact’s voice mail.

This places a call on hold.

End

This ends a call.

Conference

Camp

Barge In

Park

Record

Pause

Resume

Receptionist Console Administrator Guide 94

This camps the call on a busy contact.

This barges in on a contact’s call.

This parks a call on a contact.

This records a call.

This pauses call recording.

This resumes call recording.

Appendix B: Call State s and Actions

This starts monitoring the state of the selected contact, except

monitored.

This promotes a selected call to the next higher priority bucket.

This retrieves a selected call from the queue to the supervisor’s device.

Button Description

Stop

Monitor

Promote

Retrieve

Reorder

This stops recording a call.

if the contact is a virtual user. Virtual users cannot be

This changes a selected call’s position in the queue.

Receptionist Console Administrator Guide 95

FAQ

Q: Are there any restrictions for the sign in process?

Console the next time you launch the application.

FAQ

A: Yes, Receptionist Console does have a few restrictions for the sign in process. They are listed below.

• Receptionist Console does not support signing in as different users from

the same machine at the same time.

• You can only have ONE active Receptionist Console session at a time.

• When you sign in from a second location, you are automatically signed

out from the original location with the following message: “You have been signed out as you have signed in from another location.”

Q: When I make updates in MyAccount, will I see them immediately in Receptionist Console?

A: No, any updates that you make via MyAccount will appear in Receptionist

Web-Based Receptionist Console User / Administrator Guide 96

Cox Business Web-based Receptionist Console User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual

Introduction

Web-based Receptionist Console Overview

How to Sign In

Sign In Options

Introduction

Diagram

Introduction

Diagram

Call Console Functionality

Introduction

Place a Call

Introduction

How to End a Call

Use Call Pickup, Hold, Resume

Introduction

Diagram

Conference Call Functionality

Diagram

Introduction

Queued Calls

Call Queue Management

Introduction

How to View Queued Calls

View, Retrieve, and Transfer Queued Calls

Change Position of Call in Queue

Introduction

Sort Queued Calls

Introduction

Introduction

Title Bar Tabs

Contacts

Introduction

Manage Personal Contacts

Add a Personal Contact

Delete a Personal Contact

Introduction

Introduction

Search

Quick Search

Introduction

Regular Search

Diagram

Introduction

Create Directory from Search Results

Introduction

Perform Search on Search Results

Introduction

Order Directory Entries

Diagram

Introduction

Contact Notes

Introduction

Diagram

Monitoring

Introduction

Static Monitoring – Favorites Tab

Introduction

Dynamic Monitoring – Group Tab

Introduction

Request Dynamic Monitoring

Introduction

Contact States

Introduction

Introduction

Group Common

Personal

Introduction

Procedure

Speed Dial

Add Speed Dial Entry

Modify Speed Dial Entry

Delete Speed Dial Entry

Introduction

Outlook

Introduction

Receptionist Console