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Your BT One Phone attendant guide.
Everything you need to know to get the most out of being a BT One Phone attendant.
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What’s in this guide.
1. Welcome to the BT One Phone. 3
2. Getting started. 4 2.1 The Toolbar. 5
3. Managing calls. 7 3.1 Incoming call list. 7 3.2 Active calls. 8 3.3 My parked calls. 9
4. Text and email. 10
5. Using the directory. 11 5.1 Bacis directory searching. 11 5.2 Calling another user. 11 5.3 Transferring a call. 12 5.4 Starting a consultation call. 13 5.5 Users and groups. 14 5.6 User status and presence. 14
6. Call logs and attendant settings. 156.1 Call log. 15 6.2 Settings. 15
7. Help and support. 16
8. FAQs. 17
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Hello.
Welcome to BT One Phone, and a new way of working that promises to transform your working day.
By bringing your companys’ fixed lines, mobile phones and phone system together into a single hosted service, BT One Phone gives you and your colleagues the flexibility you need, as well as the simplicity that comes with being able to do everything you need with just one phone.
As an attendant (our name for the receptionist function), you’ll be responsible for managing all inbound calls to your company – and you’ll be pleased to know that BT One Phone lets you do all the things you’re used to doing with your current phone system and more.
You’ll have access to simple, intuitive tools – known collectively as the attendant console – that will help you manage calls and direct them to the right places, and this guide will walk you through exactly how to use them.
As a BT One Phone user yourself, your BT One Phone welcome pack will have included details of user guides, which explain how to access and use call management features on your phone or by using the BT One Phone portal.
Make sure you keep these details handy to help you get the most out of your BT One Phone and your attendant console.
If you have any questions at all, your first port of call should be your company administrator. But if they can’t help, we have a dedicated helpdesk available to support you. Just call 0845 154 8844 or 8844 from your BT One Phone.
In the meantime, happy reading and enjoy BT One Phone.
1. Welcome to BT One Phone.
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2. Getting started.
The attendant work place is where you manage all your incoming calls and access all the functions you’re used to with your current phone system, like accepting, transferring or parking calls.To access the attendant work place, just log into the BT One Phone portal by going to www.bt.com/btonephoneportal, choosing Attendant login and entering your attendant login details.
After logging in, you’ll see the attendant workspace home page.
The attendant work place has six distinct icons or windows where you can manage your workload and environment.
Incoming call list – all the incoming calls waiting to be actioned are listed here.
Active calls – shows which calls are currently active and which line they are on.
My parked calls – calls that have been parked are displayed here. As an attendant you can have up to 10 calls parked simultaneously.
Corporate directory – all users and their current presence statuses, groups and external contacts.
Call log – shows the history of all your call activity.
Settings – lets you configure keyboard short cuts, and save your preferred layout for the attendant work place.
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2. Getting started.
At the top of the homepage you will see the attendant toolbar, which gives you everything you need to handle active calls, send texts or email messages, access help and more. The attendant toolbar looks like this:
It changes dynamically depending on which activity you’re involved in. For instance, the Park call icon will change to Unpark call if you’re active in the My parked calls workspace.
Click on each of the buttons to access the following functions.
• Accept call – to accept an incoming call. This will then show in the ‘My active calls’ window.
• Disconnect call – to decline an incoming call, end a consultation call or a call that you’ve accepted.
• Transfer call – to transfer a call to someone else.• Power transfer – to transfer a call directly to a user, over-riding any of their
presence settings. • Start consultation – to speak to a colleague before transferring a call to them.• Send to voicemail – to transfer an incoming call to a user’s voicemail. • Place call on hold – to put an incoming call on soft hold (meaning you can transfer
the call, but can’t make or answer another call). • Park call – to park a call from the ‘Incoming call list’ or the ‘My active calls’
window. (Parking a call puts it on ‘hard’ hold, which means you can answer or make other calls.)
• Unpark call – to retrieve a parked call.• Dial number – to make an outbound call.• Send text – to send a text message to contacts or numbers.• Send e-mail – to send an email. • Open line / Close line – to enable or disable the Open line option. If you’re using
Open line, calls are presented to your phone immediately (with almost no call set-up time) and they are answered automatically – you’ll hear a beep as the call is presented to you. After a period of inactivity the open line will close automatically.
• Pause / Continue – to enter Pause mode, which lets you take yourself out of the queue if you need to leave your desk, and then put yourself back in when you return, without logging out.
2.1 The Toolbar.
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2. Getting started.
But when a call comes in, the Accept call button becomes active.
This is only if you’re in pull mode.
And when you’ve answered a call, the call handling buttons become available.
The buttons on the toolbar become available as they’re needed. So when there is no call coming in, some of the buttons are inactive and you can’t click on them.
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3. Managing calls.
Your attendant work place gives you access to all the tools you need to manage incoming calls. In this chapter we’ll work through three of the six attendant workspaces that are important to you when managing calls:
• Incoming call list.• Active calls.• My parked calls.
The Incoming call list window displays details of all incoming calls that are waiting to be handled, with information to help you keep track of call activity.
You’ll see the following information in the Incoming call list window:
There are two different modes for the distribution of incoming calls, which you can choose between:
• Push mode – which automatically sends the incoming call to an available attendant’s phone.
• Pull mode – which queues the calls on the BT One Phone network and waits for an attendant to manually pick up the call.
3.1 Incoming call list.
Queues
Your queues:
• All – the status of all incoming calls waiting to be handled.• Transferred – the calls that have been unsuccessfully
transferred and subsequently returned to the transfer queue.
• Any other names refer to the individual queues of which you are a member. All attendants should be a member of the main company queue as the transferred queue is tied to it.
Status
Your status for each individual queue which can be:
• Green – you are logged in and in ‘push mode’, so calls are connected automatically to your phone.
• Yellow – you are logged in and in ‘pull mode’, so you will manually decide which calls to answer using the toolbar. Or double click on a call from the list.
• Red – you are logged out of this specific queue.To change your status for a queue just right click on it and choose your preferred status.
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Calls The number of calls in the queue.
Type
The type of call, which could be:
• Incoming external.• Incoming internal.• Outgoing external.• Outgoing internal.• Consultation.
Caller
The caller’s identity.
• For external callers, this will be their CLI (Caller Line Identification), unless that has been restricted, in which case ‘private number’ will be displayed.
• For internal callers, this will be their name as shown in the directory.
Called number The number dialled by the caller.
Duration The length of the call from the point of connection to the queue.
Info Information about the caller.
3. Managing calls.
The Active calls window shows any active calls on line 1 and line 2.
Activity on each line is displayed in two separate sub-windows.
3.2 Active calls.
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The sub-windows give you the following information:
Line status
This shows the status of the calls on each line.• A ‘hung-up green receiver’ means there’s no active call
on that line.• A ‘red receiver’ means there’s an active call in progress. • An amber receiver means the line is ringing.The timer beside the phone icon shows how much time has elapsed since an active call status began.
Caller
The caller’s identity.• For external callers, this will be their CLI (Caller Line
Identification), unless that has been restricted, in which case ‘private number’ will be displayed.
• For internal callers, this will be their full name and extension as shown in the directory.
Called number The number dialled by the caller.
Info Information about the caller, including their presence status if they are internal users.
3. Managing calls.
You’ll see the following information in the My parked calls window:
The My parked calls window shows you all calls that have been parked.Parking a call puts the call on hard hold, which means as well as answering other calls, you can also process them. Parked callers will hear on-hold music while they wait.As an attendant, you can have up to ten calls parked simultaneously.A parked call will be parked for two minutes and then automatically returned to the transfer queue.
3.3 My parked calls.
Type
Type of call, which could be:• Incoming external.• Incoming internal.• Outgoing external.• Outgoing internal.• Consultation.
CLI
• For external callers, this will be their CLI (Caller Line Identification), unless that has been restricted, in which case ‘private number’ will be displayed.
• For internal callers, this will be their extension.
Called number The number the caller has dialled.
Duration How long the caller has been parked.
Info Information about the caller, including their presence status if they are internal users.
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Incoming call listThe ‘Incoming call list’ window displays details of all incoming calls that are waiting to be handled, with information to help you keep track of call activity.
There are two different modes for the distribution of incoming calls, which you can choose between:
• ‘Push mode’ – which automatically sends the incoming call to an available Attendant’s phone.
• ‘Pull mode’ – which queues the calls on the BT One Phone network and waits for an Attendant to manually pick up the call.
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4. Text and email.
You can use your attendant work place to send texts or emails to any user in the directory or any external number.
Click on one of the messaging buttons in the top toolbar – Send text or Send email – to bring up the relevant messaging window.
For text messages the following window opens:You can add mobile numbers for as many people as you want the text message to go to, by entering new mobile numbers and pressing the + sign.
Write your message and press OK to send.
For email messages the following window opens:You can add email addresses for as many people as you want the email to go to by entering new addresses and pressing the + sign.
Write your email and press OK to send and press OK. The email will then be sent to all recipients.
Another very useful feature is that the attendant can highlight multiple users in the directory and then press text or email. All the highlighted names are then automatically added into the text or email address list.
Send e-mail
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5. Using the directory.
The fourth attendant window is the corporate directory, which lets you see the contact details for the companys’ employees, groups and external contacts. You can access the directory
by clicking on the Corporate directory icon.
The corporate directory is a traditional hierarchy directory that has the company at the top level and can then be sub-divided into further, lower level departments. Users can be placed into any department or sub-department.
To search for users or groups you can simply start to type the name or number you’re looking for into the search text box. The search will start hunting for results after the first number or letter has been entered.
You can also search by label*, full or short number or email address. Click on the person you were looking for to see their contact details, or click Cancel to cancel the search.
*Labels signify a contact’s area of expertise, or product area, for example. They are created by the administrator to help search for the right contacts.
5.1 Basic directory searching.
5.2 Calling another user. To call another user:
• Open the directory and search for the person you want to call.• Highlight that person in the directory and click on Dial Number in the toolbar.
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5. Using the directory.
There are two different ways to transfer an active call once you’ve answered it:
• Put the caller on hold (if necessary).• Open the corporate directory.• Search and find the person or number you want to transfer the call to.• Highlight that user or number in the directory.• Click Transfer in the toolbar.• The caller is immediately transferred.• Until the call is answered it will appear in your My parked calls window.
• Click Transfer in the toolbar.• Type the number into the new window
that the caller should be transferred to. • Press OK.• Until the call is answered it will appear in
your My parked calls window.
Option 1.
Option 2.
5.3 Transferring a call.
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• Put the caller on hold (if necessary).• Open the corporate directory.• Search and find the person or number you want to start the consultation call with.• Highlight that user or number in the directory.• Click Start consultation in the toolbar.• The original caller is placed on hold and you call the third party.
5. Using the directory.
There are two different ways to start a consultation call once you’ve answered an active call. A consultation call lets you talk to a third party while the original caller is placed on hold. You can also toggle between the two callers or conference all three parties together.
N.B. The status of the call is shown in My active calls. You can only start a consultation if you’re connected to one user i.e. your line two sub-window in My active calls is free.
5.4 Starting a consultation call.
Option 1.
Option 2.
• Click Start consultation in the toolbar.• Type the number into the new
window that you wish to initiate the consultation call to.
• Press OK.• On clicking Start consultation, the
button changes to Start conference – which would bring the caller into a three-way call. The Transfer button changes to Join users. And the Place call on hold button changes to Toggle callers.
• To transfer the call, click the Join users button.• To toggle between the caller and the person they want to be transferred to,
click on Toggle callers.
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5. Using the directory.
You can see the current Presence and Line status of each user.
The presence status lets you know whether the user is available or not and the line status lets you know whether that user is on the phone at any particular time.
To receive dynamic updates of a user’s line status you need to highlight the specific user in the directory.
If the user is highlighted then the line status is automatically updated as the user becomes free or busy. For users who are not highlighted, their line status is not automatically updated.
As an attendant, you can view additional information about internal BT One Phone users and groups in the directory, including their status and schedule.
For more information about a group, go to the directory and right click on the group you want to see – then select Status or Schedule to view the information you need.
For more information about a colleague, find them in the directory and right click on their entry. You can select Personal Info, Presence or Status.
5.5 Users and groups.
5.6 User status and presence.
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6. Call logs and attendant settings.
The final two attendant workspaces are the Call log and Settings.
The call log gives you the details of all received, sent calls and voicemails with the option to filter your results.
• Click on the Call log workspace icon.
• Choose the time period for which you want to view calls.
• Set the filter option if you want to – you can choose from the following options:
• Day or date.• Whether the call was from
or to you.• Whether a voicemail was left.• Click on Search.
6.1 Call log.
The attendant settings workspace lets you configure keyboard shortcuts for many of your most frequent tasks. This means you can use your keyboard to quickly manage your calls instead of a mouse.
Creating short keys.
You can create your own keyboard shortcuts as an alternative to using the buttons in the top toolbar.
Click on Settings in the bottom toolbar to bring up this window.
Create the shortcuts you want, and make any other changes to the window settings, before clicking OK to save the changes.
6.2 Settings.
Layout of the work place windows.
You can change the size and position of the windows in the attendant work place. For example, if you want to have the directory in another place and make it bigger.
To save your personal layout, go into the Settings window and click Save current window position. When you click on OK the new position will be saved for the next time you login.
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7. Help and support.
If you need any help at all, we have a dedicated helpdesk available Monday to Friday, 8am to 6pm.
If you need to report a lost or stolen BT One Phone SIM, you can call us anytime, 24/7.
Call us on 0845 154 8844 (or just 8844 from your BT One Phone).
Or you could try any of these other sources for help:
• Your first port of call should be your IT manager / administrator.• You can refer to the FAQs that are available on the BT One Phone portal,
and at the back of this guide.• You can contact us via email at [email protected]
Dial 8844 from your
BT One Phone.
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8. FAQs.
1. Can multiple numbers be pointed to the same attendant, and will I be able to tell the difference between the calls? Yes. An attendant can be a member of more than one attendant queue. Each queue is shown separately in the attendant workspace, so you will be able to tell which calls are coming through on which number. You can also point multiple numbers to the same attendant queue.
2. Can I see if someone is busy on a call before transferring them? Yes. You can see the phone status of other BT One Phone users in the directory in the BT One Phone portal. You can also transfer a call to a busy user. The call will be queued in the attendant work place until the user is free. The call will automatically be reconnected to the attendant after 90 seconds of waiting.
3. Can I choose different ‘on hold’ music and queue messages? Yes. The system includes a range of music tracks to choose from. Or you can upload your own WAV files, subject to music copyright restrictions of course. However, any on hold music track chosen will apply across all your users.
4. Can I personalise ‘short keys’ for my own use? Yes you can. Go to Settings in the bottom toolbar and create your short keys in the window.
5. What is power transfer? Power transfer lets you, as an attendant, transfer urgent calls directly to a person, bypassing any incoming call routing settings.
6. What do I do if I have a problem with BT One Phone? If you have a problem with any part of BT One Phone, the first port of call should be your administrator. Alternatively, you can contact the BT One Phone helpdesk on 0845 154 8844, (or 8844 from a BT One Phone), which is available Monday to Friday, 8am to 6pm. (For lost and stolen SIMs, we’re available 24/7.)
Offices WorldwideThe services described in this publication are subject to availability and may be modified from time to time. Services and equipment are provided subject to British Telecommunications plc’s respective standard conditions of contract. Nothing in this publication forms any part of any contract. © British Telecommunications plc 2016. Registered office: 81 Newgate Street, London EC1A 7AJ. Registered in England No. 1800000.
July 2016 - PHME 78266