Use 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
- From the desktop or web app, select Phone from the left navigation menu.
- Select Dial to open the softphone.
- Select
and then select Open attendant console.
Customize the Directory panel
- From the Directory panel on the right, select
. - Check the box next to the Contact type and Groups you want to view in your Directory.
Select your phone number and extension
- From the top left, select the down arrow next to your phone number and extension.
- To select a new phone number, hover over # Phone numbers and choose your phone number.
- To select a new extension, choose an extension from Extensions.
Set your presence
Transfer a call
- Hover over the destination’s contact card and select
. - 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
and then choosing an option from Transfer type.
- Select Transfer to complete the call transfer if Warm Transfer has been chosen.
Note: You can also transfer a call by dragging
from an active call and dropping the call into an entry in the Directory panel.
Park a call
- While on an active call, select Parking spots from the Directory panel.
- Hover over the active call and select 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.
- To answer a parked call:
- Select Parking spots from the Directory panel.
- Hover over the parking spot you’d like to answer and select Pick up.