OneCloud: Attendant Console

OneCloud: Attendant Console

Getting Started

The Attendant Console is a browser-based receptionist tool to view employee presence and easily transfer, park, and send callers into queues.



ACCESSING THE ATTENDANT CONSOLE

From your MyOneCloud web portal, select the Apps drop-down in the top right of your screen. Then select Attendant Console. The Attendant Console will open on a new tab in your browser.


Active Calls

Active calls are displayed on the right-hand side of the screen.


MAKE A CALL

The Make a Call button will open a dial pad menu and allow you to enter a destination to call.



Once you enter a phone number or extension and click call, a call is generated and sent to your devices (i.e., desk phone, mobile app, etc). When you answer the call on your preferred device, the called party is called and the call is connected.


HOLD

Click Hold to hold the call, click again to return to the call.



Transferring Calls

On an active call, the Attendant can drag and drop calls to transfer them to the below places.


CONTACT TAB

The Contacts tab provides you an overview of all the contacts in your organization and provides a status indicator. Clicking on an extension will bring up a new window, where you can call the contact at their extension, their work contact, mobile number, or their home contact number. You can also leave a voicemail for the contact as well. A variety of sorting and filtering options are available to help find the right user quickly:

  • Users can be sorted by online, first name, last name, or extension.
  • Users can be filtered by department.
  • Groups can be created to display other subsets of users. Any favorited contacts in OneCloud will be carried over to the Attendant Console and vice versa.

CALL QUEUES TAB

The Call Queues tab will give you an overview of how many Call Queues your organization has, and the number of agents logged into each queue.


AUTO ATTENDANTS TAB

The Auto Attendants tab will provide you with an overview of the Auto Attendants in your organization and allow you to click on them to call them.


PARKING A CALL

The Attendant Console supports using Dynamic call parking (park goes to first available call park) or static call parking (activated by transferring the call to a specific call park). The visual details of each will vary slightly but the fundamentals remain consistent.



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