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Table of Content

1. INTRODUCTION ...................................................................................................................................... 7

1.1 About this guide ............................................................................................................................. 7 1.2 SwitchBoard overview ................................................................................................................... 7 1.3 Installing SwitchBoard ................................................................................................................... 7 1.4 Launching Switchboard ................................................................................................................. 8 1.5 First time login ............................................................................................................................... 9

1.5.1 Single user ..................................................................................................................... 9 1.5.2 Multiple users ................................................................................................................. 9

1.6 Uninstalling SwitchBoard ............................................................................................................. 10

2. UNDERSTANDING CENTILE SWITCHBOARD ...................................................................................... 12

2.1 Main interface .............................................................................................................................. 12 2.2 Call panel ..................................................................................................................................... 13 2.3 Toolbar ........................................................................................................................................ 14

2.3.1 Shortcuts ...................................................................................................................... 14 2.3.2 Corporate contacts ....................................................................................................... 16 2.3.3 Favorite contacts .......................................................................................................... 17 2.3.4 Monitor a contact .......................................................................................................... 19 2.3.5 Menu ............................................................................................................................ 24

2.3.5.1 Contact management ..................................................................................................... 25 Contact directory ........................................................................................................... 25 Contact ID card .............................................................................................................. 27 Contact status ................................................................................................................ 27 Contact Forwarding rules ............................................................................................... 28 Tags .............................................................................................................................. 30 Extension # .................................................................................................................... 31 Contact voicemail .......................................................................................................... 31 Chat online .................................................................................................................... 31 PSTN # .......................................................................................................................... 32 Send a message ............................................................................................................ 32 Edit note ........................................................................................................................ 32

2.3.5.2 User profile .................................................................................................................... 33 Status ............................................................................................................................ 33 Terminal connection ...................................................................................................... 34 User connection (log out/log in) ..................................................................................... 35

2.3.5.3 Call & Voicemail History ................................................................................................. 35 Call history ..................................................................................................................... 36 Voicemail ....................................................................................................................... 37

2.3.5.4 Call set up ...................................................................................................................... 39 Services ......................................................................................................................... 39 Blacklist ......................................................................................................................... 40 Anonymous call rejection ............................................................................................... 43 Forwarding rules ............................................................................................................ 44 Scheduled conference ................................................................................................... 46

2.3.5.5 Settings .......................................................................................................................... 47 General (application, call, UI) ........................................................................................ 47 Connection .................................................................................................................... 48 LDAP – Outlook integration ........................................................................................... 49 Shortcuts ....................................................................................................................... 52

2.4 VIP panel ..................................................................................................................................... 53


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3. USING CENTILE SWITCHBOARD .......................................................................................................... 54

3.1 Managing calls ............................................................................................................................. 54 3.1.1 Dial a contact ................................................................................................................ 54 3.1.2 Dial Ad Hoc Contact ..................................................................................................... 56 3.1.3 Dial paging group contacts ........................................................................................... 56 3.1.4 Answer call ................................................................................................................... 57 3.1.5 Put a call on hold .......................................................................................................... 58 3.1.6 Unhold a call ................................................................................................................. 59 3.1.7 Answer a 2nd caller while being already in a conversation with 1st caller ....................... 60 3.1.8 Transfer a call (2 steps) ................................................................................................ 61 3.1.9 Transfer (2 steps) a 2nd caller while being in a conversation with 1st caller. .................. 62 3.1.10 Redirect a call (blind transfer) ....................................................................................... 63 3.1.11 Redirect (blind transfer) a 2nd caller while being in a conversation with 1st caller. ......... 65 3.1.12 Merge parties ................................................................................................................ 65 3.1.13 Pick up .......................................................................................................................... 66 3.1.14 Intrude .......................................................................................................................... 68 3.1.15 Barge-in ........................................................................................................................ 69 3.1.16 Steal call ....................................................................................................................... 70 3.1.17 Destroy call ................................................................................................................... 70 3.1.18 Record a conversation .................................................................................................. 71 3.1.19 Leave a note ................................................................................................................. 71 3.1.20 End a call ...................................................................................................................... 73

3.2 Conducting conference calls ........................................................................................................ 75 3.2.1 Schedule a conference ................................................................................................. 75 3.2.2 Add party to conference ................................................................................................ 82 3.2.3 Put last entered party on hold ....................................................................................... 83 3.2.4 Unhold last entered party .............................................................................................. 84 3.2.5 End the conference ...................................................................................................... 84

4. ACD SWITCHBOARD FOR AGENTS ..................................................................................................... 85

4.1 ACD SwithBoard overview ........................................................................................................... 85 4.2 ACD agent Status ........................................................................................................................ 85 4.3 Agent panel ................................................................................................................................. 86 4.4 ACD group panel ......................................................................................................................... 87 4.5 Calendar timeline ......................................................................................................................... 87 4.6 ACD Call management ................................................................................................................ 88


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LIST OF FIGURES

Figure 1 Start Menu ....................................................................................................................... 8 Figure 2 Desktop and quick launch shortcuts .............................................................................. 8 Figure 3 Login interface 1/2 ......................................................................................................... 9 Figure 4 Login interface – single user ........................................................................................... 9 Figure 5 Login interface – multiple users 1/2 ............................................................................ 10 Figure 6 Login interface – Multiple users - 2/2 .......................................................................... 10 Figure 7 Uninstalling SwitchBoard .............................................................................................. 10 Figure 8 Main interface ............................................................................................................... 12 Figure 9 Call panel 1/2 ................................................................................................................ 13 Figure 10 Call panel 2/2 .............................................................................................................. 14 Figure 11 Toolbar ........................................................................................................................ 14 Figure 12 Shortcuts ..................................................................................................................... 14 Figure 13 Shortcuts ..................................................................................................................... 15 Figure 14 View Corporate contacts ............................................................................................. 16 Figure 15 Add contact to Favorites - from toolbar 1/2 .............................................................. 17 Figure 16 Add contact to Favorites - from toolbar 2/2 .............................................................. 17 Figure 17 Add contact to Favorites - right click 1/2 .................................................................. 18 Figure 18 Add contact to Favorites - right click 2/2 ................................................................. 18 Figure 19 View Favorites .......................................................................................................... 18 Figure 20 Remove Favorites – from toolbar ............................................................................... 19 Figure 21 Remove Favorites – Right Click .................................................................................. 19 Figure 22 Monitor a contact - from toolbar 1/2 ......................................................................... 20 Figure 23 Monitor a contact - from toolbar 2/2 ......................................................................... 20 Figure 24 Monitor a contact – right click 1/2 ............................................................................. 21 Figure 25 Monitor a contact – right click 2/2 ............................................................................. 21 Figure 26 Monitor a contact – Drag & Drop 1/2 ......................................................................... 22 Figure 27 Monitor a contact – Drag & Drop 2/2 ......................................................................... 22 Figure 28 Remove Monitored contact – from toolbar ............................................................... 23 Figure 29 Remove Monitored contact – Right Click ................................................................... 23 Figure 30 Remove Monitored contact – Drag & Drop ................................................................ 24 Figure 31 Menu ............................................................................................................................ 24 Figure 32 Sub menus ................................................................................................................... 25 Figure 33 Contact management .................................................................................................. 25 Figure 34 View Contacts directory .............................................................................................. 25 Figure 35 Filtered directory ......................................................................................................... 26 Figure 36 Hide directory .............................................................................................................. 26 Figure 37 Contact ID card ........................................................................................................... 27 Figure 38 Modify contact’s status ............................................................................................... 28 Figure 39 View Contact’s forwarding rules................................................................................. 28 Figure 40 Add a Forwarding rule to a contact ............................................................................ 29 Figure 41 Enable calendar ........................................................................................................... 30 Figure 42 Edit tag 1/2 ................................................................................................................. 31 Figure 43 Edit tag 2/2 ................................................................................................................. 31 Figure 44 Chat with contact ........................................................................................................ 31 Figure 45 Send a message (1/2) ................................................................................................. 32 Figure 46 Send a message via email (2/2) ................................................................................. 32 Figure 47 Note ............................................................................................................................. 32 Figure 48 Profile 1/2 ................................................................................................................... 33 Figure 49 Profile 2/2 ................................................................................................................... 33 Figure 50 Custom status ............................................................................................................. 34 Figure 51 Terminal connection ................................................................................................... 34 Figure 52 Terminal connection (Softphone) ............................................................................... 35 Figure 53 Change user 1/2 ......................................................................................................... 35 Figure 54 Change user 2/2 ......................................................................................................... 35 Figure 55 History ......................................................................................................................... 36 Figure 56 Call history panel ........................................................................................................ 36 Figure 57 Call history filter toolbar ............................................................................................. 36 Figure 58 Call history management toolbar ............................................................................... 37 Figure 59 Call history management (right-click) ....................................................................... 37 Figure 60 Voicemail panel ........................................................................................................... 37 Figure 61 Voicemail filter toolbar ............................................................................................... 38


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Figure 62 Voicemail management toolbar .................................................................................. 38 Figure 63 Voicemail management (right-click) .......................................................................... 38 Figure 64 Call set up .................................................................................................................... 39 Figure 65 Services panel ............................................................................................................. 39 Figure 66 Blacklist a contact - from history panel 1/2 .............................................................. 41 Figure 67 Blacklist a contact - from history panel 2/2 .............................................................. 41 Figure 68 Blacklisted contact ...................................................................................................... 41 Figure 69 Blacklist a contact - from blacklist ............................................................................. 42 Figure 70 Blacklist management toolbar .................................................................................... 42 Figure 71 Search blacklisted contacts 1/2 ................................................................................. 42 Figure 72 Search blacklisted contacts 2/2 ................................................................................. 43 Figure 73 Apply changes to a blacklisted contact ...................................................................... 43 Figure 74 Reject anonymous calls 1/2 ....................................................................................... 44 Figure 75 Reject anonymous calls 2/2 ....................................................................................... 44 Figure 76 Forwarding rules panel ............................................................................................... 45 Figure 77 Forwarding rules management toolbar ...................................................................... 45 Figure 78 Forwarding rules set up .............................................................................................. 45 Figure 79 Enable calendar ........................................................................................................... 46 Figure 80 Forwarding rules enabled ........................................................................................... 46 Figure 81 Settings management ................................................................................................. 47 Figure 82 General settings .......................................................................................................... 48 Figure 83 Change password ........................................................................................................ 48 Figure 84 LDAP - Outlook settings .............................................................................................. 49 Figure 85 LDAP fields .................................................................................................................. 50 Figure 86 LDAP integration settings ........................................................................................... 50 Figure 87 Imported LDAP contacts ............................................................................................. 51 Figure 88 Outlook integration settings 1/2 ................................................................................ 51 Figure 89 Outlook integration settings 2/2 ................................................................................ 52 Figure 90 Imported Outlook contacts imported ......................................................................... 52 Figure 91 Shortcuts customization settings 1/2 ........................................................................ 52 Figure 92 Shortcuts customization settings 2/2 ........................................................................ 53 Figure 93 Favorite contacts ......................................................................................................... 53 Figure 94 Call management panel .............................................................................................. 54 Figure 95 Dial contact from keypad ............................................................................................ 55 Figure 96 Call contact (from keypad) ......................................................................................... 55 Figure 97 Call contact (from contact directory) ......................................................................... 55 Figure 98 Dial Ad Hoc contact ..................................................................................................... 56 Figure 99 Call Ad Hoc contact ..................................................................................................... 56 Figure 100 Answer contact – from call panel ........................................................................... 57 Figure 101 Answer contact – right click ..................................................................................... 57 Figure 102 Contact answered ..................................................................................................... 58 Figure 103 Put a call on hold – from call panel ......................................................................... 58 Figure 104 Put a call on hold – right click .................................................................................. 59 Figure 105 Put a call on hold – double click ............................................................................... 59 Figure 106 Unhold a call – from call panel ................................................................................. 60 Figure 107 Unhold a call – right click ......................................................................................... 60 Figure 108 Unhold a call – double click ...................................................................................... 60 Figure 109 Transfer a call – call the requested callee ................................................................ 61 Figure 110 Transfer a call – from call panel ............................................................................... 62 Figure 111 Transfer a call – right click 1st callee ........................................................................ 62 Figure 112 Transfer a call – right click 2nd callee ....................................................................... 62 Figure 113 Redirect call .............................................................................................................. 63 Figure 114 Redirect call to voicemail ......................................................................................... 64 Figure 115 Call redirected to voicemail ...................................................................................... 64 Figure 116 Email notification ...................................................................................................... 64 Figure 117 Merge a call – from call panel ................................................................................... 65 Figure 118 Merge a call – right click 1st callee ........................................................................... 66 Figure 119 Merge a call – right click 2nd callee ........................................................................... 66 Figure 120 Pick up – from call panel ........................................................................................... 67 Figure 121 Pick up 2/3 ................................................................................................................ 67 Figure 122 Pick up – right click ................................................................................................... 67 Figure 123 Intrude call ................................................................................................................ 68 Figure 124 Intrude call – listen to conversation ........................................................................ 68


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Figure 125 Barge in 1/2 .............................................................................................................. 69 Figure 126 Barge in 2/2 .............................................................................................................. 69 Figure 127 Steal call .................................................................................................................... 70 Figure 128 Destroy call ............................................................................................................... 70 Figure 129 Record a conversation .............................................................................................. 71 Figure 130 Edit the note .............................................................................................................. 72 Figure 131 Leave a note – redirect call ....................................................................................... 72 Figure 132 Leave a note – call redirected back to receptionist ................................................. 72 Figure 133 Leave a note .............................................................................................................. 73 Figure 134 End call - from call panel – without answering ........................................................ 73 Figure 135 End call – right click – without answering ............................................................... 73 Figure 136 End call – from call panel – after answering ............................................................ 74 Figure 137 End call – right click – after answering .................................................................... 74 Figure 138 Schedule a conference toolbar ................................................................................. 75 Figure 139 Schedule a conference 1/2 ....................................................................................... 75 Figure 140 Schedule a conference 2/2 ....................................................................................... 76 Figure 141 Set up a scheduled conference ................................................................................. 77 Figure 142 Add new participant .................................................................................................. 77 Figure 143 Email conference invitation ...................................................................................... 78 Figure 144 Email conference invitation – email options ............................................................ 78 Figure 145 Email conference invitation ...................................................................................... 78 Figure 146 Send email invitation - Participants ......................................................................... 79 Figure 147 Send email conference invitation – no recipients selected 1/2 .............................. 79 Figure 148 Send email conference invitation – no recipients selected 2/2 .............................. 80 Figure 149 Conference scheduled ............................................................................................... 80 Figure 150 Detailed Conference scheduled ................................................................................ 81 Figure 151 Edit/remove Conference scheduled – toolbar ......................................................... 81 Figure 152 Edit/Remove/Enter Conference scheduled – right click ......................................... 81 Figure 153 Add party 1/2 ............................................................................................................ 82 Figure 154 Add party 2/2 ............................................................................................................ 82 Figure 155 Parties added ............................................................................................................ 83 Figure 156 Parties in the conference .......................................................................................... 83 Figure 157 Put last entered party on hold .................................................................................. 83 Figure 158 Unhold last entered party ......................................................................................... 84 Figure 159 End conference .......................................................................................................... 84 Figure 160 ACD toolbar ............................................................................................................... 85 Figure 161 ACD agent status - Unlogged .................................................................................... 85 Figure 162 ACD agent status - Idle ............................................................................................. 86 Figure 163 ACD agent status – In pause .................................................................................... 86 Figure 164 ACD agent status – Ringing ...................................................................................... 86 Figure 165 ACD agent status – In ACD Call ................................................................................ 86 Figure 166 ACD agent status – In Private Call ........................................................................... 86 Figure 167 Agent panel ............................................................................................................... 86 Figure 168 ACD panel .................................................................................................................. 87 Figure 169 Calendar timeline ...................................................................................................... 87 Figure 170 Answer ACD call – from toolbar ................................................................................ 88 Figure 171 Answer ACD call – right click .................................................................................... 88


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1. INTRODUCTION

1.1 About this guide This guide provides step-by-step procedure information to run and enjoy Centile SwitchBoard application.

1.2 SwitchBoard overview Centile SwitchBoard is an interactive advanced attendant console that empowers service providers to offer shared outsourced receptionist service to multi-enterprises. Its intuitive interface allows in-house or outsourced receptionists to simply and efficiently manage communications across the enterprise.

Centile Switchboard delivers rich enterprise features and enhances business processes. The ergonomic design enables the receptionist to use the application in a user-friendly way from mousse click or touch screen PC.

SwitchBoard comes with an embedded softphone enabling the delivery of SIP-based IP communications and services for PC to phone, PC to PC, and phone to PC calls from anywhere in the world.

1.3 Installing SwitchBoard

1. Download the Switchboard program: http://wwwcentile.com/support/setup-Centile-SwitchBoard-7.6.x.x.exe

2. Save the file ‘Setup-Centile-SwitchBoard-7.6.xx.exe’ to your computer 3. After the file is downloaded double click on ‘Setup-Centile-SwitchBoard-7.6.xx.exe’ 4. You may get a prompt stating ‘unknown publisher’, click Run. 5. After the set up wizard opens, click next to continue.

6. Accept the terms of the License agreement.

7. Choose the folder you would like the program to be installed (default location is

c:\ProgramFiles\Centile\SwitchBoard).

8. Choose the shortcuts and select the users of the SwitchBoard (all users or only you).

9. Select from the list the start menu folder in which to create the program’s shortcut. If the list of folders proposed is not suitable, enter a name to create a new folder.

10. Install the SwitchBoard on your desktop.

11. Complete the installation. By default, the box “run Centile SwitchBoard” is automatically selected. To run the application at a later date, deselect the box.

Please note: the installer language is the default OS language.

Centile SwitchBoard is synchronized with ISTRA platform and cannot be run on its own.


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1.4 Launching Switchboard

This section is applicable if the receptionist decides to run SwicthBoard later on.

Once SwitchBoard has successfully been installed on the PC, the receptionist is ready to launch the SwitchBoard application.

SwitchBoard can be launched from different places such as:

• Start Menu (Programs/Centile/SwitchBoard) • Desktop and Quick launch shortcuts

Start menu:

• Navigate to the program group Centile, followed by Centile SwitchBoard 7.XX • Click the Centile SwitchBoard 7.6.6.6 shortcut.

Figure 1 Start Menu

Desktop and Quick launch shortcuts:

• Click on either shortcuts.

Figure 2 Desktop and quick launch shortcuts

The SwitchBoard launches itself and you are presented with the following login interface.

Please note: the application language uses the default OS language. The language can be changed once logged. Please refer to section 2.3.6 Settings


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Figure 3 Login interface 1/2

1.5 First time login

1.5.1 Single user

When using SwitchBoard for the first time, enter the following:

Enter the name Enter the login n° (extension n° set by the administrator) Enter the password (usually, this is the same password as the one used to check

messaging on your voicemail.) Tick the ‘auto login’ box (optional) Enter the Host name (server) This is the address used to connect SwitchBoard to provider’s

ISTRA platform Enter the community name. This is the enterprise name. Select connect to launch SwitchBoard.

Figure 4 Login interface – single user

1.5.2 Multiple users

Multiple users can be created.


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Select the ‘add’ button Follow the same instructions as for the single user creation.

Please note: receptionists can belong to a group of receptionists meaning that they all have the same ext # e.g. group 250 includes receptionist 1 ext # 265, receptionist 2 ext # 266 and receptionist 3 ext # 267. Please speak to your administrator to set up a group of receptionists.

Figure 5 Login interface – multiple users 1/2

Figure 6 Login interface – Multiple users - 2/2

1.6 Uninstalling SwitchBoard

If you wish to uninstall SwitchBoard, please follow instructions below:

1. Close the SwitchBoard application.

2. Navigate to the program group Centile, followed by Uninstall.

3. Click the Uninstall shortcut and follow instructions.

Figure 7 Uninstalling SwitchBoard


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2. UNDERSTANDING CENTILE SWITCHBOARD

2.1 Main interface

When launching SwitchBoard, you are presented with the following main interface.

The main interface is composed of the following panels:

1. The call panel 2. The toolbar 3. The VIP contact panel 4. The ACD panel

The call panel functionalities is detailed in Section 3 - Using Centile SwitchBoard

The ACD panel is displayed only if the receptionist has been declared as an agent. The ACD panel is detailed in Section 4 – ACD SwitchBoard for agents

Please note: the display of the lower part of the window, the content panel, can vary depending on Enterprise’s administrator settings request. At launch, the panel can be blank, open on the shortcuts window or on the corporate contacts.

Please speak to your administrator to have your preferred settings displayed when launching the application.

Figure 8 Main interface

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2.3 Toolbar

The left hand side toolbar enables the receptionist to have access to the following:

Shortcuts Corporate contacts Favorites Menu (contact management, profile, settings……)

The right hand side toolbar enables the receptionist to perform the following actions:

Add a new contact to the directory Have a contact be a favorite contact Edit a contact Monitor a contact Remove a contact from the contact directory. Corporate contacts cannot be removed.

Figure 11 Toolbar

2.3.1 Shortcuts

Shortcuts enabled the end-user to perform actions within SwitchBoard in a quicker manner.

To access to the shortcuts, select the shortcut icon. To hide the shortcuts, select again the shortcut icon.

Figure 12 Shortcuts

Edit contact

Search Shortcuts Favorites Clear Search Add contact

Menu Remove contact

Add contact to favorite

Monitor contact

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15

Figure 13 Shortcuts

Shortcuts keyboard entries available to the receptionist:

Ctrl + D Show contact screen

Ctrl + P Show profile page

F1 Answer the active call

F2 Hold or Unhold the active call

F3 Transfer the selected call to an other one

F4 Merge a call with an other one

F5 Drop the selected call

F6 Call the destination number or show the keypad to do it

F7 Show the keypad

F8 Redirect the active call

F9 Add the destination number to the active call

F11 Pick up a call from an other contact

F12 Switch the status from "Online" to "Away" and vice versa

Shift + Up Previous call

Shift + Down Next call

Ctrl + Left Previous contact

Ctrl + Right Next contact

Ctrl + Shift + Left Previous VIP

Ctrl + Shift + Right Next VIP

Ctrl + Q Quit

Ctrl + E Call selected contact's extension

Ctrl + R Call selected contact's voicemail

Ctrl + M Call selected contact's mobile

Ctrl + W Call selected contact's work number

Ctrl + H Call selected contact's home number

Ctrl + Shift + E Redirect to selected contact's extension

Ctrl + Shift + R Redirect to selected contact's voicemail

Ctrl + Shift + M Redirect to selected contact's mobile

Ctrl + Shift + W Redirect to selected contact's work number


16

Ctrl + Shift + H Redirect to selected contact's home number

Ctrl + Alt + E Add the selected contact's extension to the call

Ctrl + Alt + M Add the selected contact's mobile to the call

Ctrl + Alt + W Add the selected contact's work number to the call

Ctrl + Alt + H Add the selected contact's home number to the call

Ctrl + T Show selected contact's tag edit panel

Ctrl + F Show selected contact's forwarding edit panel

Ctrl + G Show selected contact's status edit panel

These shortcuts are fully customizable. Please refer to section 2.3.5.5 – Settings - Shortcuts

2.3.2 Corporate contacts

Corporate contacts are the enterprise contacts.

View Corporate contacts

Enter a ‘*’ in the search box. All contacts will be displayed.

Please note: highlighting a contact enables the end-user to view the contact ID card. For more details, please refer to section 2.3.5.1 – Contact management – Contact ID card

Corporate contacts can also be accessible from the menu. Please refer to section 2.3.5.1 - Contact management for more details.

Figure 14 View Corporate contacts

Once corporate contacts are listed, the end-user is able to select his favorite contacts, monitor and edit contacts.

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25

Figure 32 Sub menus

2.3.5.1 Contact management

The contact management menu enables the receptionist to view the contacts directory (all contacts within the enterprise but also private contacts)

Figure 33 Contact management

Contact directory

View the contact directory

Select the contact management menu. Enter a ‘*’ in the search box. All contacts will be displayed.

The contacts directory is also accessible from the toolbar. Please refer to section 2.3.2 Corporate contacts

Figure 34 View Contacts directory

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28

Figure 38 Modify contact’s status

Contact Forwarding rules

The receptionist is able to view, modify and add new forwarding rules to a corporate contact.

View the contact’s forwarding rules

Select the contact. This will display the contact ID card. Select the forwarding icon. This will open the forwarding rules window.

The forwarding rules iconified with a shaded locked locker are the corporate forwarding rules that have been set by the enterprise administrator but that haven’t been activated.

The forwarding rules iconified with a locked locker are the corporate forwarding rules that have been set by the enterprise administrator that have been activated.

The forwarding rules iconified with an unlocked locker are the personal forwarding rules that have been set and activated by the contact himself.

Please note: NONE of these rules can be edited/deleted by the receptionist. The receptionist can only remove/edit personal rules.

Figure 39 View Contact’s forwarding rules

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Figure 42 Edit tag 1/2

Figure 43 Edit tag 2/2

Extension #

Select ‘ext #’ to call the contact.

Contact voicemail

Select ‘Call voicemail’ to leave a voice message to the contact.

Chat online

Select ‘chat’ to discuss online with the contact. This will launch messenger.

Figure 44 Chat with contact


32

SMS to mobile

PSTN #

Select the ‘PSTN #’ to call the contact.

Send a message

Select ‘send message’. This will open the message window. From this window, the receptionist is able to send either an email, a SMS to the mobile #, a message via chat.

Figure 45 Send a message (1/2)

Figure 46 Send a message via email (2/2)

Edit note

The note field recalls the history of messages sent (email, SMS, chat)

Figure 47 Note


33

2.3.5.2 User profile

The user profile is the profile of the receptionist.

To view the user profile, click on the profile icon. The reception will then be able to view and manage her profile including:

Status Terminal connection User connection

Figure 48 Profile 1/2

Figure 49 Profile 2/2

Status

The receptionist is able to modify her status state. By default, it is set to online but can be set to ‘away’ if away from her desk or ‘Do Not Disturb’.

Select the state as requested. Select save to activate the new status state.

SwitchBoard allows the receptionist to set custom statuses also known as Away (temporary) statuses. By default, the custom status is set to empty. In order to outline the temporary status, the custom status state has been set any of the status proposed in the list e.g. away today, lunch break, business trip, on vacation.

Set a custom status

Select the Status as requested. Select the custom state as requested e.g. Lunch break Tick the Away (temporary) box. Select the status end date by clicking on the calendar icon e.g. 7 March Select the status end time by clicking the arrow up and down e.g. to 14.00 pm Select save to activate the new custom status state.


34

Note: after 14.00 pm the receptionist user status state will automatically go back to online.

Figure 50 Custom status

Terminal connection

The receptionist is able to view her device connection. If more than one device is connected to one extension (multi-terminal), the receptionist is able to switch between devices and therefore decide to receive and place calls from the chosen device.

Additionally, SwitchBoard comes with an embedded softphone ‘voicepad’ enabling the delivery of SIP-based IP communications and services for PC to phone, PC to PC, and phone to PC calls from anywhere in the world.

Figure 51 Terminal connection

In the event of a softphone connection, please set the audio settings:

- Speaker - Ringer speaker - Microphone

SwitchBoard softphone fully support the following codecs:

G711a, G711u, GSM, iLBC, Speex, G723, G726-16, G726-32, G726-24, G726-40.


35

Figure 52 Terminal connection (Softphone)

User connection (log out/log in)

In the event of multi-receptionists using the same PC, and in order to change user, the first user needs to log out and the second one to log in with its profile.

Select log out. The ‘connection’ window will open. Select the arrow and select the requested profile. All settings have previously been saved. Select connect to log in to SwitchBoard.

Figure 53 Change user 1/2

Figure 54 Change user 2/2

Please refer to section 1.5. First time log in should only one profile is created.

2.3.5.3 Call & Voicemail History

The history includes call and voicemail histories.

View call and voicemail histories

Select the history sub menu to unveil the call history and voicemail sub menus.


36

All calls

Outgoing calls

Incoming calls

Missed calls

Figure 55 History

Call history

The call history panel enables the receptionist to have a detailed view of all incoming, outgoing and missed calls (contact name, telephone number, and date and time of the call).

View all call history

Select the Call history sub menu to view all call history.

Figure 56 Call history panel

Filter the call history

Select one of the below icon to filter the call history and have a view of incoming, outgoing or missed calls separately.

Figure 57 Call history filter toolbar

Highlighting a contact from the call history panel and using the toolbar located on the right hand side of the call history panel or by simply right-clicking on a given contact, enable the receptionist to perform the following actions:

- Callback any incoming, outgoing or missed contacts - Create a new contact - Add a telephone number (from incoming, outgoing or missed calls) to a contact

from the contact list - Add contact to blacklist - Remove a contact from the call history - Remove all contacts from the call history


37

Figure 58 Call history management toolbar

Figure 59 Call history management (right-click)

Voicemail

The voicemail panel enables the receptionist to view voicemail messages left to her mailbox (contact name or telephone number, date and time of call).

View the voicemail history

Select the voicemails sub menu to view all voicemails.

Figure 60 Voicemail panel

Callback caller

Add to existing contact

Add to new

contact

Add to blacklist

Remove Remove all


38

All voicemails

unplayed played

Filter the voicemail history

Select one of the below icon to filter the voicemail history and have a view of all, played or unplayed.

Figure 61 Voicemail filter toolbar

Highlighting a caller from the voicemail panel and using the toolbar located on the right hand side of the voicemail history panel or by simply right-clicking on a given contact, enable the receptionist to perform the following actions:

- Play the voice message - Callback the person who left the message - Mark the voice message as read once played - Create a new contact - Add to a contact from the contact list - Add contact to blacklist - Remove all voice messages from the voicemail history - Remove all voice messages from the voicemail history

Figure 62 Voicemail management toolbar

Figure 63 Voicemail management (right-click)

Callback caller

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contact

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Remove Remove all

Mark VM message as read

Play voicemail


39

2.3.5.4 Call set up

The Call set up includes services, blacklist, forwarding rules and conference schedule.

Select the call set up to unveil the services, blacklist, forwarding rules and scheduled conference sub menus.

Figure 64 Call set up

Services

The services panel enables the receptionist to manage services forwarding rules, as well as enterprises and IVR services monitoring.

Services forwarding rules, enterprises and IVR services monitoring have been created at ISTRA platform level. By default, they are disabled. The receptionist is able to activate them but CANNOT delete them.

View all available services

Select Services sub menu to view all available services.

Figure 65 Services panel

Enable/Disable services

Tick/untick the relevant box. The actions will automatically be taken into account.

Services forwardings include:

Redirect all calls to Callback on busy service Redirect Internal calls to Callback on busy service On no answer redirect all calls to Callback on no answer service On busy redirect all calls to Callback on busy service On no answer redirect internal calls to Callback on no answer service On busy redirect internal calls to Callback on busy service

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42

Figure 69 Blacklist a contact - from blacklist

Figure 70 Blacklist management toolbar

Select the remove icon to remove the contact from the blacklist

Search blacklisted contacts

Enter a letter in the search box or via the keyboard. The blacklisted contact (contact name and telephone #) will be displayed.

Figure 71 Search blacklisted contacts 1/2

Apply changes

Remove Add


43

Figure 72 Search blacklisted contacts 2/2

Apply changes to a blacklisted contact

The receptionist is able to amend the blacklisted contact name or tel #.

Amend accordingly the name or tel #. Select the ‘Apply changes’ icon. The blacklisted contact will be amended as requested.

Figure 73 Apply changes to a blacklisted contact

Anonymous call rejection

Anonymous calls are calls where caller ID is not listed. The receptionist can decide to reject or allow anonymous calls.

Reject anonymous calls

Select the call setup sub menu Select the black list menu. Select the ‘Reject anonymous call’ button. All anonymous calls will be rejected.

To allow anonymous calls, select the ‘Allow anonymous call’ button.

To remove anonymous calls, select the ‘remove’ button.


44

Figure 74 Reject anonymous calls 1/2

Figure 75 Reject anonymous calls 2/2

Forwarding rules

The receptionist is able to create personal forwarding rule for her ext #.

View forwarding rules

Select the Forwarding rules sub menu to view the forwarding rules.

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47

2.3.5.5 Settings

The settings include the general settings related to the application, the call and the UI, the connection settings, the LDAP and Outlook integration as well as shortcuts.

Click on settings to unveil the above mentioned settings sub menus.

Figure 81 Settings management

General (application, call, UI)

The general settings include the application and the UI settings.

The receptionist is able to activate/desactive the following applications settings by ticking/unticking the relevant box:

- Restore switchboard on new call - Restore SwitchBoard on new voicemail message - Start Switchboard with Windows - Minimise SwitchBoard when starting - Quit SwitchBoard instead of iconifying in systray

The receptionist is able to select the SwitchBoard language (english, French, finnish available).

The receptionist is able to use global shortkeys to view the SwitchBoard application e.g. SHIFT F1.

The receptionist is able to use global shortkeys to call a number e.g. SHIFT F8.

- Highlight a number anywhere (on a word doc, in an email signature, in call history, in contacts…)

- Press SHIFT F2. The outgoing call will go through.

The receptionist is able to modify UI settings by selecting a theme color (default, orange, blue, and green available) and the background color (see color panel). Altering these settings enables the receptionist to modify the theme and background color of the SwitchBoard panel.


48

Figure 82 General settings

Connection

The connection settings include the profile settings registered when first time log in as well as the remote settings (possibility to change password).

The receptionist is able to select the ‘auto login’ mode (optional).

Change password

Enter the actual password Enter the new password Confirm the new password Select ‘change password’ to apply new settings.

Figure 83 Change password


49

LDAP – Outlook integration

To access to LDAP and Outlook integration, the receptionist must enable them.

Once integration settings enabled, the receptionist will be able to view all contacts registered in the LDAP and Outlook directories.

Figure 84 LDAP - Outlook settings

LDAP integration

Enable LDAP Integration determines whether the receptionist provides LDAP directory lookup services. Checking this box enables the controls on the Directory page.

Contact your service provider or system administrator if you do not know the appropriate settings.

Import LDAP contacts

Enter the LDAP server. This is compulsory and can be obtained from the service provider Port is the port number for the LDAP server. This is compulsory and can be obtained from

the service provider Enter a Security protocol

- SSL (Secure Sockets Layer) determines whether Receptionist uses SSL to connect to the directory server. Note that enabling SSL may require the use of a different port.

- TSL is the new version of SSL.

Login corresponds to the LDAP server login. This is compulsory and can be obtained from the service provider

Password corresponds to the user name receptionist uses when connecting to the directory server and conducting searches. This is compulsory and can be obtained from the service provider

Select check connection to make sure you are connection to LDAP server. Search Base determines the location in the directory server tree that Receptionist looks in

when executing a search. Recursive, when checked, searches all sub-trees within the search base until the

specifications are found. Search Filter specifies an additional search filter to apply to all directory searches. For

example, to include the search criteria in the filter you must include (cn=*__SEARCH_TEXT__*). Alternatively, in another example, “(telephoneNumber=*)” restricts search results to users who have a telephone number assigned.


50

Customed LDAP fields is a table that controls the way that receptionist maps attributes returned from the directory server to columns displayed in the list of search results. In each row of the table, are entered an LDAP attribute in the Remote Name column. In the Local Name column, are entered a corresponding local attribute. Speak with your administrator if you wish to amend any field.

Select Save to integrate the LDAP directory. All LDAP contacts will be listed in the corporate contact directory.

Figure 85 LDAP fields

Figure 86 LDAP integration settings

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53

Figure 92 Shortcuts customization settings 2/2

2.4 VIP panel

The VIP panel displays Monitored contacts and Favorite monitored contacts.

Please refer to section 2.3.3 – Favorite contacts and section 3.3.4 – Monitor a contact for more details

Figure 93 Favorite contacts

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Figure 95 Dial contact from keypad

Figure 96 Call contact (from keypad)

Dial from corporate directory

Look for the contact you wish to call by searching the contact directory. Select the contact by double clicking on the contact in your directory or right clicking on the

contact Select dial (+ tel number or ext #). The called party phone rings and the call appear on the

left hand side of the SwitchBoard panel as “Calling” and on the right hand side as “Ringing” and call sent to. When the call is answered by the destination number, the call is connected and you talk to the contact at that number.

Figure 97 Call contact (from contact directory)

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Please speak to your enterprise administrator to enable this IVR and give you the IVR # to dial). Please process the same way as dialing a contact from the keypad.

3.1.4 Answer call

Answer a call (ad hoc or internal):

Either

Select Answer on the Call panel. The call appears on the left hand side of the SwitchBoard panel as “incoming call” and on the right hand side as “call received from”. When the call is answered by the receptionist, it will appear on the left hand side of the SwitchBoard panel as “in conversation”.

Or Right-click on the call and select Answer.

Note: In the general settings, the receptionist has set the maximum numbers of simultaneous calls to 6. She will have to put the active call on hold before answering the second one and so on. Please refer to section 3.1.5 Put a call on hold for more details. To retrieve a call on hold, she will have to unhold the call. Please refer to section 3.1.6 Unhold a call for more details.

Figure 100 Answer contact – from call panel

Figure 101 Answer contact – right click


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Figure 102 Contact answered

3.1.5 Put a call on hold

Put a call on hold Answer the call

Either

Select Hold on the Call panel to hold the call.

Or

Right-click on the call and select Hold.

Or

Double click on the active call.

Figure 103 Put a call on hold – from call panel


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Figure 104 Put a call on hold – right click

Figure 105 Put a call on hold – double click

3.1.6 Unhold a call

Take a call off hold Select the call you wish to take off hold from the SwitchBoard panel.

Either:

Select Unhold on the Call panel to unhold the call.

Or

Right-click on the call and select Unhold.

Or Double click on the held call.


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Figure 106 Unhold a call – from call panel

Figure 107 Unhold a call – right click

Figure 108 Unhold a call – double click

3.1.7 Answer a 2nd caller while being already in a conversation with 1st caller

The receptionist is in a conversation with a caller and receives a second incoming call.

Answer a second incoming call

Put first caller on hold Answer the second caller Put second caller on hold Unhold the first caller

Please refer to section 3.1.4 Answer a call, 3.1.5 Put a call on hold and 3.1.6 Unhold a call for more details.


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3.1.8 Transfer a call (2 steps)

A 2 steps transfer allows the receptionist to announce the call to the called party e.g.

- A is calling B (the receptionist) - A wants to talk to C (Sébastien Pichon, ext # 262) - B is calling C, announcing the caller A - B is transferring A to C

Conduct a transfer Answer incoming call. Call the person to transfer the call to. The callee will be put on hold automatically. Link the two calls to be transferred together by pressing the CTRL key and highlighting

them on the switchboard panel. You must do this for both calls, thereby identifying the calls being linked.

Either: Select Transfer on the call panel. The calls are now transferred and removed from the

Switchboard panel.

Or

Right-click on the callee on hold and select Transfer. Or Right-click on the 2nd callee (person to whom the callee wants to talk to) and select Transfer

with on hold. The receptionist will be disconnected while the 2 parties will be talking to each other.

Figure 109 Transfer a call – call the requested callee


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Figure 110 Transfer a call – from call panel

Figure 111 Transfer a call – right click 1st callee

Figure 112 Transfer a call – right click 2nd callee

3.1.9 Transfer (2 steps) a 2nd caller while being in a conversation with 1st caller.

The receptionist is in a conversation with a caller and receives a second incoming call. This second caller wish to the transferred immediately to a corporate contact

Transfer a second incoming call


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Put first caller on hold Answer the second caller Transfer the second caller to requested contact. The caller will be put on hold directly.

Follow instructions as in section 3.1.8 Transfer (2 steps) a call. Unhold the first caller

3.1.10 Redirect a call (blind transfer)

A blind transfer occurs when a call is transferred without an introduction.

Conduct a blind transfer to a contact in directory

Select the call you wish to redirect from the SwitchBoard panel. Select redirect on the Call panel to redirect the call. The keyboard appears. Enter the requested ext #. Select redirect. The two parties are in communication. Please note: Blind transfer do not require answering or highlighting the call before selecting redirect.

Figure 113 Redirect call

Conduct a blind transfer to voicemail

This action is useful if no enterprise rules have been enabled e.g. redirect all calls to voicemail on no answer/on busy.

Select redirect on the Call panel to redirect the call to voicemail. The keypad appears. Enter the voicemail number e.g. 555 Select redirect. The call will be sent to the voicemail box. The receptionist will receive an

email with the audio message. Please note: Blind transfer do not require answering or highlighting the call before selecting redirect.


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Figure 114 Redirect call to voicemail

.

Figure 115 Call redirected to voicemail

The calling party is transferred to the receptionist voice mail.

Figure 116 Email notification

The receptionist received an email notification.


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3.1.11 Redirect (blind transfer) a 2nd caller while being in a conversation with 1st caller.

The receptionist is in a conversation with a caller and receives a second incoming call. This second caller wish to be redirected immediately to a corporate contact.

Redirect a second incoming call

Put first caller on hold Answer the second caller Redirect the second caller to requested contact. Follow instructions as in section 3.1.10 redirect (blind transfer) a call. Unhold the first caller and continue the conversation.

3.1.12 Merge parties

Conduct a merge Answer incoming call. Call the person to merge the call to. The callee will be put on hold automatically. Link the two calls to be merged together by pressing the CTRL key and highlighting them on

the switchboard panel. You must do this for both calls, thereby identifying the calls being linked.

Either:

Select Merge on the call panel. The calls are now merged and therefore removed from the

Switchboard panel.

Or

Right-click on the callee on hold and select Merge call. Or Right-click on the 2nd callee (person to whom the callee wants to talk to) and select Merge

call. The receptionist will be disconnected while the 2 parties will be talking to each other.

Figure 117 Merge a call – from call panel


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Figure 118 Merge a call – right click 1st callee

Figure 119 Merge a call – right click 2nd callee

3.1.13 Pick up

Call Pickup allows the receptionist to pick up a call that is incoming on a contact. This is useful for when you want to answer a call on the contact’s behalf, or if the contact is currently not on hand to answer the call. Conduct a call pickup Select a contact who you wish to pick up the call for. The contact’s status must be

“Ringing”. Select Pick up on the Call panel. The pick up window appears. Click Pick up.

Or

Right click the ringing contact. Select Pick up the call. The Switchboard panel shows a new “in conversation” line representing this call.


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Figure 120 Pick up – from call panel

Figure 121 Pick up 2/3

Figure 122 Pick up – right click


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3.1.14 Intrude

Call Intrude allows the receptionist to listen to a caller’s conversation leaving a voice message to the enterprise voicemail or the receptionist’s personal voicemail.

Intrude a call

When the caller is leaving a voice message, right click the contact in the call panel and select Intrude.

The receptionist is able to listen to the conversation without the caller noticing it. She then can decide to answer the call. Please refer to section 3.1.15 – Barge in.

Figure 123 Intrude call

Figure 124 Intrude call – listen to conversation


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3.1.15 Barge-in

Call Barge-in allows the receptionist to enter in a contact’s call leaving a message . This functionality is only available if this service has been assigned. Please refer to section 2.3.5.4 – Call set up - Services. The receptionist must have been assigned with ‘Manager Scenario’ by the enterprise administrator to be able to barge in a corporate contact’s conversation. Otherwise, the receptionist is able to barge in only in the voicemail, personal calls or groups to whom she belongs. Conduct a call barge-in After intruding a call and listening to the conversation, right click the caller’s conversation

and select Barge in. The receptionist will then be in a conversation with the caller.

Figure 125 Barge in 1/2

Figure 126 Barge in 2/2

Please note: after listening to the conversation, the receptionist can also decide not to barge in the call and select ‘steal’, ‘record’ or ‘hang up’ instead.


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3.1.16 Steal call

Steal call allows the receptionist to answer to the caller leaving a voice message.

Steal a call

Right click the caller.

Select Steal. This will enable the receptionist to answer the call.

Figure 127 Steal call

3.1.17 Destroy call

Destroy call allows the receptionist to make a term to the call.

Destroy a call

- Right click the caller.

- Select Destroy call. This will end the conversation.

Figure 128 Destroy call


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3.1.18 Record a conversation

Record a conversation allows the receptionist to record the conversation of an incoming or outgoing call.

Record a conversation

- Right click the caller. - Select Record. This will record the conversation.

Figure 129 Record a conversation

3.1.19 Leave a note

The ‘Leave a note’ functionality enables the receptionist to attach a note to a caller wishing to be redirect to a corporate contact. This note is useful should the corporate contact to whom the caller has been redirected to, has redirected back the caller to the receptionist. She can then edit the note again and write a note.

Leave a note

Answer the call Select Edit note. This will open the note pad. Write a message and select save. Select Redirect, enter the ext # of the requested contact and select redirect to redirect the

call The contact doesn’t want to take the call and is redirecting back the call to the receptionist. The receptionist can then edit the note and write a message.


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Figure 130 Edit the note

Figure 131 Leave a note – redirect call

Figure 132 Leave a note – call redirected back to receptionist


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Figure 133 Leave a note

3.1.20 End a call

Ending a call allows the receptionist to end a conversation by disconnecting the calling party. End a call – without answering the call Either: Select Hang up selected call on the Call panel. Or

Right click the incoming call and select Hang up.

The calling party is disconnected when the Hang up button is selected.

Figure 134 End call - from call panel – without answering

Figure 135 End call – right click – without answering


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End a call – after answering the call

Answer the call

Either: Select Hang up selected call on the Call panel. Or

Right click the caller and select Hang up.

Figure 136 End call – from call panel – after answering

Figure 137 End call – right click – after answering


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3.2 Conducting conference calls

3.2.1 Schedule a conference

This functionality is only available if this service has been assigned. Please refer to section 2.3.5.1 Services.

The receptionist must also have been declared as ‘Conference Chairman’. Please speak to the enterprise administrator.

Figure 138 Schedule a conference toolbar

Start a scheduled conference call

Select ‘Call Set up’ to unveil the ‘Scheduled Conference’ sub menu.

Select ‘Scheduled Conference’ sub menu.

Select the add button . This will allow the receptionist to schedule a conference.

Figure 139 Schedule a conference 1/2

Add Edit Enter Remove


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Figure 140 Schedule a conference 2/2

Set up a scheduled conference call

Enter the Topic (mandatory) Enter the date and time of the conference. Select OK. Select participants.

o Corporate contacts: Enter a letter in the search corporate contacts box and select a contact

o New participants (not registered in the corporate contact directory). Fill in the requested field (tel number, email, first name, last name), tick ‘save it as personal contact’ (optional) and select ‘save contact’.

Define an assistant (optional). The assistant monitors the conference call and guides participants facing difficulties to join in. It can be a user or a group of users.

Define a password (optional). The conference can be password-protected in additional to the required knowledge of the number of the room. The password is made of digits only.

Conference access is displayed. This is the number the participants need to dial to join the conference.

Select save to take into account the date and time. This will open the email conference invitation window.


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Figure 141 Set up a scheduled conference

Figure 142 Add new participant

Topic

Date and Time

Participants

Assistant

Password

Conference access


78

Figure 143 Email conference invitation

Privacy settings (optional)

Before sending invitation email to participants, you may:

Tick/untick participants email with Bcc

Tick/untick participants phone numbers

Email options (optional)

If your email format looks bad, you may select ‘email options’.

Select ‘Apply mailer setting’.

Figure 144 Email conference invitation – email options

Send email conference invitation

Select ‘new participants’. This will open the mailer>

Send the invitation email to new participants (including the assistant)

Figure 145 Email conference invitation


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Figure 146 Send email invitation - Participants

Send email conference invitation – no recipients selected (Assistant and participants)

The receptionist can decide to select participants afterwards. This email conference invitation window will then be displayed.

Select ‘Click here’ to open the mailer. Add each participant as recipients. Send the email.

Figure 147 Send email conference invitation – no recipients selected 1/2


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Figure 148 Send email conference invitation – no recipients selected 2/2

View scheduled conference

Select ‘Call Set up’ to unveil the ‘Scheduled Conference’ sub menu.

Select ‘Scheduled Conference’ sub menu. All Scheduled conferences will be displayed.

Figure 149 Conference scheduled

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3.2.2 Add party to conference

The Add party button enables the receptionist to organize Three-Way conference calls. Conduct a three-way conference

Answer the incoming call Select Add party Dial the 2nd contact to join and select add party The 2 parties are in the conference Please note: you can add as many callers in the conference.

Figure 153 Add party 1/2

Figure 154 Add party 2/2


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Figure 155 Parties added

Figure 156 Parties in the conference

3.2.3 Put last entered party on hold

Figure 157 Put last entered party on hold


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3.2.4 Unhold last entered party

Figure 158 Unhold last entered party

3.2.5 End the conference

Figure 159 End conference


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4. ACD SWITCHBOARD FOR AGENTS

SwitchBoard comes with ACD functionalities enabling enterprises to have a Call Center activity within their premises.

In order for this ACD Switchboard to be operational, the enterprise administrator must have previously declare the receptionist user extension as an agent and assign it to an ACD group*.

*An ACD Group is represented by an extension number which regroups several extensions.

Please refer to ACD Agent and Supervisor console for more details.

4.1 ACD SwithBoard overview

The ACD section enables the ACD agent to:

Log in, Log out to/from the ACD SwicthBoard

Put his status to pause/un-pause

View his status (idle, in pause, unlogged, ringing, in ACD call, in private call)

View the agent zone (date and time of ACD session connection, missed calls….)

View the ACD group zone (groups to which he belongs, number of agents in a call, number of clients in a queue, syndical pause……..)

View the opening/closing hours (calendar time line)

Answer ACD calls

Figure 160 ACD toolbar

4.2 ACD agent Status

ACD agent status are idle, in pause, unlogged, ringing, in ACD call, in private call.

Status set to ‘in private call’ means that the receptionist received an incoming call on her extension number and not on the ACD group number.

Figure 161 ACD agent status - Unlogged


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Figure 162 ACD agent status - Idle

Figure 163 ACD agent status – In pause

Figure 164 ACD agent status – Ringing

Figure 165 ACD agent status – In ACD Call

Figure 166 ACD agent status – In Private Call

4.3 Agent panel

The agent ACD group statistic panel enables the agent to have access to the following information:

Status (ringing, idle, unlogged, in ACD call, in pause, in private call, date and time of the day (server time)

Date and time the agent logged himself into the ACD session (server time)

Since when (date and time) the agent is available to take a call (server time)

The number of missed ACD calls

The number of received calls when unreachable

Figure 167 Agent panel


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4.4 ACD group panel

The ACD group panel enables the agent to have a view of the following:

All ACD groups to which he belongs (ext # 100 belongs to ACD groups 200 and 201)

Number of agents in a group

Number of agents in a call

Number of clients in a queue

Maximum numbers of clients in a queue

The syndical pause (length of time given to the agent to answer to the next call)

The Calendar timeline (Call Center’s opening and closing hours represented in green)

Figure 168 ACD panel

4.5 Calendar timeline

A calendar, created from the IntraSwitch web admin, let the enterprise administrator define regular rules (opening and closing hours) from Monday to Sunday throughout the year. Exceptions can be set (bank holidays for instance) and will overlap the regular rules previously set.

The calendar timeline represents the opening and closing hours of the Call Center i.e. 09.00 am to 14.00 pm (green field). The red field represent the time of the day (server time).

Figure 169 Calendar timeline

When a customer is calling the call center out of the timeline calendar (before opening hours or after closing hours), his call will not be answered by agents. He will either be disconnected if no closing hours announcement has been set at web admin level by the administrator or will hear the closing hours announcement if announcement is set.


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4.6 ACD Call management

All ACD calls are answered the same way as for private calls as well as other calls management. Please refer to the user guide related sections for more details.

Figure 170 Answer ACD call – from toolbar

Figure 171 Answer ACD call – right click


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