Using Operator Console Pro

From the Operator Console UI, you can make calls, transfer, hold, park, and retrieve calls to users in your VoIP account, or externally.

Important

All users must have a device or devices assigned to them in Smart PBX and that device must be registered on the network.

Making a call if you have one registered device

1. Go to Operator Console Pro > Employees.

2. Click the name you want to call, or search for it.

   

3. Click Call.

Making a call if you have multiple registered devices

1. Go to Operator Console Pro > Employees.
2. Click the name you want to call, or search for it.

3. From the popup, select which device you want to use to make the call.

   

4. Click Call.

5. While the call is active, the UI displays both the caller and the user/device they are calling, and you can take action on the call in "My Active/Incoming Calls".

   

Making an external call

To call someone outside of your company, click the call icon at the bottom left side of your screen for the dialpad.

1. Go to Operator Console Pro.
2. Click the phone icon on the bottom left of your screen.
3. Dial the number by either entering it into the textbox, or click the keypad menu.

4. From the popup, select the device that you want to use to make the call.

   

Info

Placing a call from a softphone is a two step process. First, our system calls your phone and you accept as if it were a phone call. Second, once the softphone is answered the number you dialed will be called.

Note

You cannot dial out from an MS Teams device.

Putting a call on hold

1. Go to My Active/Incoming Calls.

2. In the active call, click on the pause icon. The colour changes in the active call display to indicate that the call is on hold.

   

3. To resume the call, select the pause icon again.

Transferring a call

1. Go to My Active/Incoming Calls.

2. In the active call, click on the transfer arrow.

   

3. To complete the transfer you have two options:

   1. In the text box/dialpad, enter the extension/phone number of the person you want to transfer, then select Transfer.
   2. If you’re transferring a call internally, click the arrow, then click on the Employee or Device that you want to transfer to.

4. After you click on the employee or device, your call is immediately transferred, and disappears from your "Active Call" list.

Important

Operator Console Pro does not support attended transfers; you cannot interact with the party that you are transferring to.

Parking a call

1. Go to My Active/Incoming Calls.

2. In the active call, click on the P icon (parking).

   

3. Enter the number of the parking slot to place the call into.

4. Click Park.

5. After the call is parked it appears in your "Parked Calls" list.

   

Note

In "Parked Calls", you can see which parking slot each call is parked in, making calls easy to retrieve.

Retrieving a parked call

1. Go to Parked Calls.

2. In the parked call, click on the up arrow.

   

3. To retrieve the call, you have two options:

   1. In the text box/dialpad, enter the extension/phone number of the person that you want to retrieve the call, then select Retrieve.
   2. Click on the Employee or Device that you want to retrieve the call. After you click on the employee or device, your call is immediately retrieved, and disappears from your "Parked Call" list.

Hanging up a call

1. Go to My Active/Incoming Calls.

2. In the active call, click on the red hang up icon.

   

3. The call is disconnected immediately.