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Use the attendant console

Manage a high volume of calls using the attendant console, a real-time dashboard layout within the softphone.

With the attendant console, you can:
  • Determine a co-worker's availability at a glance
  • Transfer calls to co-workers, ring groups, or queues with ease
  • Monitor and/or intercept calls ongoing on other extensions within the company account
Before you begin: An admin must enable the attendant console for your account.

Open the attendant console

  1. From the desktop or web app, select Phone from the left navigation menu.
  2. Select Dial to open the softphone.
  3. Select and then select Open attendant console.

Customize the Directory panel

  1. From the Directory panel on the right, select Edit icon.
  2. Check the box next to the Contact type and Groups you want to view in your Directory.

Select your phone number and extension

  1. From the top left, select the down arrow next to your phone number and extension.
  2. To select a new phone number, hover over # Phone numbers and choose your phone number.
  3. To select a new extension, choose an extension from Extensions.

Set your presence

  1. Select your profile picture from the top left.
  2. Select the down arrow next to your current presence and choose from the following.
    • Available
    • Away
    • Do not disturb
    • Appear offline

Transfer a call

  1. While on an active call, search for a contact's name, extension, ring group, queues, or number from the Directory panel.
  2. Hover over the destination’s contact card and select More icon.
  3. Choose your transfer type.
    • Direct Transfer: Transfer the call to another party without speaking to them first.
    • Warm Transfer: Place the current call on hold and speak with the destination party before transferring the call.
    • Send to Voicemail: Transfer the call directly to a voicemail box on your system.
    Tip: Choose your preferred transfer type by selecting Settings Icon and then choosing an option from Transfer type.
  4. Select Transfer to complete the call transfer if Warm Transfer has been chosen.
    Note: You can also transfer a call by dragging Drag and drop icon from an active call and dropping the call into an entry in the Directory panel.

Park a call

  1. While on an active call, select Parking spots from the Directory panel.
  2. Hover over the active call and select Drag and drop icon to drag the call into an open parking spot. If you park a call in an occupied spot, the call will be transferred back to you.
  3. To answer a parked call:
    1. Select Parking spots from the Directory panel.
    2. Hover over the parking spot you’d like to answer and select Pick up.
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