Introduction

The Attendant Console is a valuable tool if you regularly transfer calls within your business. This guide contains a brief overview of the Attendant Console app - a companion product when coupled with your desk phone or web phone.

The Attendant Console is an application you navigate from the Portal by clicking on the Apps link (upper right) and clicking Attendant Console.

The Console

The attendant console is an excellent companion to your desk phone when directing calls. While taking calls on your desk phone, the Attendant Console gives you visibility of your entire organization while giving complete control over any phone call that you receive.

The “drag and drop” function allows you to:

• Transfer any call to another user or user’s
• Park a call
• Transfer to a Call Queue
• Transfer to an Auto Attendant

Navigating the Attendant Console

• The Extension Pane: A list of your organization’s contacts appears on the Contacts. You can also click the Call Queues or Auto Attendants tab to display those. You can drag calls to any of these objects to transfer a call to it.
• The Call Park List: If your organization utilizes parking spots, they will appear here. You can drag calls here to park them. You can also activate Dynamic Call Parking, which picks the call park for you.
• Make a Call Button: Click here to place calls. After the call is initiated, it will be transferred to your desk

Handling Calls in the Attendant Console

To Make a Call

• A Number not in the directory: Select “Make a Call” and enter the phone number in the blank and press “Call.” The call will be transferred to your desk
• A Number in the Directory: Click the name you would like to call in the You can search for a specific contact from the Extension Pane. A separate pane will pop up to give you the option to call the extension or voicemail.

To Transfer a Call

• 
  
• To an Internal User: In the call pane, select “Transfer” and drag the call pane to the user the call needs to go to. You can search for the user in the “Extension Pane.” Once you drag the call to the user, the option to do a blind transfer, an assisted transfer, or transfer the call to the user’s voicemail will be
   
• To an External Number: If the number is in your contact list, proceed with the drag and drop function. If it is NOT in your contact list, initiate the transfer from your DESK PHONE by pressing Transfer, the 10-digit number, and Transfer.
   
• To a Call Queue or Auto Attendant: Select the desired destination from the Extension Pane and drag and drop the call.
   
• To a Call Park: Drag and drop the call into the Call Park Pane.
   
• Dynamic Call Park vs Non-Dynamic Call Park:
  • Dynamic Call Park: The parking pane will remain, but no parking spots will be displayed. You only need to drag calls to the pane and the system determines which parking spot is parked the call.
  • Non-Dynamic Call Park: All your Call Parks will appear, and you choose which call park it goes to.