the net.console user manual. content › general functions › the desktop › the display ›...
TRANSCRIPT
![Page 1: The net.Console User Manual. Content › General functions › The desktop › The display › Start, login, logout › Step by step › Answer a call](https://reader036.vdocuments.site/reader036/viewer/2022062314/56649ec55503460f94bcfcce/html5/thumbnails/1.jpg)
The net.ConsoleUser Manual
![Page 2: The net.Console User Manual. Content › General functions › The desktop › The display › Start, login, logout › Step by step › Answer a call](https://reader036.vdocuments.site/reader036/viewer/2022062314/56649ec55503460f94bcfcce/html5/thumbnails/2.jpg)
www.escaux.com
Content
› General functions› The desktop› The display
› Start , login, logout› Step by step
› Answer a call› Terminate a call› Initiate a call› Attended transfer› Blind transfer› Call parking› Directed call parking › Initiate a call in chain
![Page 3: The net.Console User Manual. Content › General functions › The desktop › The display › Start, login, logout › Step by step › Answer a call](https://reader036.vdocuments.site/reader036/viewer/2022062314/56649ec55503460f94bcfcce/html5/thumbnails/3.jpg)
www.escaux.com
General functions
![Page 4: The net.Console User Manual. Content › General functions › The desktop › The display › Start, login, logout › Step by step › Answer a call](https://reader036.vdocuments.site/reader036/viewer/2022062314/56649ec55503460f94bcfcce/html5/thumbnails/4.jpg)
www.escaux.com
Your desktop
The net.Console (web application)
SNOM 320 phone
Headset (optional)
![Page 5: The net.Console User Manual. Content › General functions › The desktop › The display › Start, login, logout › Step by step › Answer a call](https://reader036.vdocuments.site/reader036/viewer/2022062314/56649ec55503460f94bcfcce/html5/thumbnails/5.jpg)
www.escaux.com
The display
› The net.Console display is divided into one left side and one right side.
› The left side contains control keys, the status zone and the contacts.
› The right side is composed of several tabs. Each tab has a specific function.
![Page 6: The net.Console User Manual. Content › General functions › The desktop › The display › Start, login, logout › Step by step › Answer a call](https://reader036.vdocuments.site/reader036/viewer/2022062314/56649ec55503460f94bcfcce/html5/thumbnails/6.jpg)
www.escaux.com
The display – Left side
› Control keys› Contextual control keys to
accept a call, terminate, etc…
› Status› Number of calls in queues,
parked calls, console status
› Contacts› Search by short name, first
name, last name, company
![Page 7: The net.Console User Manual. Content › General functions › The desktop › The display › Start, login, logout › Step by step › Answer a call](https://reader036.vdocuments.site/reader036/viewer/2022062314/56649ec55503460f94bcfcce/html5/thumbnails/7.jpg)
www.escaux.com
The display – Right side : Tabs
› External applications› The 2 first tabs are available to reach external applications like
agenda, CRM, etc…
› Documentation› The ‘documentation’ tab allows you to consult the documentation
![Page 8: The net.Console User Manual. Content › General functions › The desktop › The display › Start, login, logout › Step by step › Answer a call](https://reader036.vdocuments.site/reader036/viewer/2022062314/56649ec55503460f94bcfcce/html5/thumbnails/8.jpg)
www.escaux.com
› The different control keys are contextuals› Only the colored keys are functionnals
Contol keys
Callin chain
DirectedCall
parkingPark
Attended transfer
Terminatea call
Accept a cal l
Camp
Buddies
Pause
Connect/Disconnect
![Page 9: The net.Console User Manual. Content › General functions › The desktop › The display › Start, login, logout › Step by step › Answer a call](https://reader036.vdocuments.site/reader036/viewer/2022062314/56649ec55503460f94bcfcce/html5/thumbnails/9.jpg)
www.escaux.com
Status zone (1)
› Main queues› Number of calls in queue
› Personnal queue› Number of calls in queue
› Status› Status of the net.Console and of the phone
![Page 10: The net.Console User Manual. Content › General functions › The desktop › The display › Start, login, logout › Step by step › Answer a call](https://reader036.vdocuments.site/reader036/viewer/2022062314/56649ec55503460f94bcfcce/html5/thumbnails/10.jpg)
www.escaux.com
Status zone (2)
Attented transfer, in conversation with
called person
Attended transfer, called phone is ringing
Attented transfer initiated
Operator
not logged
ConversationNew callThe line is free
![Page 11: The net.Console User Manual. Content › General functions › The desktop › The display › Start, login, logout › Step by step › Answer a call](https://reader036.vdocuments.site/reader036/viewer/2022062314/56649ec55503460f94bcfcce/html5/thumbnails/11.jpg)
www.escaux.com
Parked calls
› Parking type (parking, directed parking, etc...)› Use the arrow to take back a call› Calling number indication› Waiting time :
› 60% of the maximum waiting time : orange› 80% of the maximum waiting time : red› 100% of the maximum waiting time : rings back automatically
› Double-click on “note” to add a personnal note
![Page 12: The net.Console User Manual. Content › General functions › The desktop › The display › Start, login, logout › Step by step › Answer a call](https://reader036.vdocuments.site/reader036/viewer/2022062314/56649ec55503460f94bcfcce/html5/thumbnails/12.jpg)
www.escaux.com
Contacts
› Search on first/last/short name
› Indications :› Last name and first name› Status (callflows)› Deskphone› Mobile phone› Email address› Information source
(net.PBX, CRM, ...)
› Availability indicator of an internal user
Free Not connected Busy
![Page 13: The net.Console User Manual. Content › General functions › The desktop › The display › Start, login, logout › Step by step › Answer a call](https://reader036.vdocuments.site/reader036/viewer/2022062314/56649ec55503460f94bcfcce/html5/thumbnails/13.jpg)
www.escaux.com
Start, login and logout.
![Page 14: The net.Console User Manual. Content › General functions › The desktop › The display › Start, login, logout › Step by step › Answer a call](https://reader036.vdocuments.site/reader036/viewer/2022062314/56649ec55503460f94bcfcce/html5/thumbnails/14.jpg)
www.escaux.com
Login & Logout
› ‘operators’ tab› Colleagues’ availability
› Free› In conversation
› Login :
› Logout :
› If all the operators are logged out, the reception automaticaly switches to “night” mode and the calls will be redirected.
![Page 15: The net.Console User Manual. Content › General functions › The desktop › The display › Start, login, logout › Step by step › Answer a call](https://reader036.vdocuments.site/reader036/viewer/2022062314/56649ec55503460f94bcfcce/html5/thumbnails/15.jpg)
www.escaux.com
Step by step
![Page 16: The net.Console User Manual. Content › General functions › The desktop › The display › Start, login, logout › Step by step › Answer a call](https://reader036.vdocuments.site/reader036/viewer/2022062314/56649ec55503460f94bcfcce/html5/thumbnails/16.jpg)
www.escaux.com
Answer a call
1. The control key “accept a call” is lit
2. The phone rings
3. The status icon changes
4. To accept the call :
a. Click on the “accept a call” key or
b. Lift the handset
![Page 17: The net.Console User Manual. Content › General functions › The desktop › The display › Start, login, logout › Step by step › Answer a call](https://reader036.vdocuments.site/reader036/viewer/2022062314/56649ec55503460f94bcfcce/html5/thumbnails/17.jpg)
www.escaux.com
Terminate a call
1. During a call, the “Hang up” key is active
2. Click on this “Hang up” key to terminate the call
3. The call is terminated and the status changes.
![Page 18: The net.Console User Manual. Content › General functions › The desktop › The display › Start, login, logout › Step by step › Answer a call](https://reader036.vdocuments.site/reader036/viewer/2022062314/56649ec55503460f94bcfcce/html5/thumbnails/18.jpg)
www.escaux.com
Initiate a call
› Several possibilities to initiate a call :
1. Compose the number on the phone
2. Double-click on the phone (desk or mobile)
3. Introduce a nr in the “number” zone and click on the green button
![Page 19: The net.Console User Manual. Content › General functions › The desktop › The display › Start, login, logout › Step by step › Answer a call](https://reader036.vdocuments.site/reader036/viewer/2022062314/56649ec55503460f94bcfcce/html5/thumbnails/19.jpg)
www.escaux.com
Blind transfer
› An active conversation can be transfered in 2 ways :
1. Double-click on the phone (desk or mobile) of a contact
2. Introduce a nr in the “number” zone and click on the green button
-> The conversation appears in the parked calls’ list
![Page 20: The net.Console User Manual. Content › General functions › The desktop › The display › Start, login, logout › Step by step › Answer a call](https://reader036.vdocuments.site/reader036/viewer/2022062314/56649ec55503460f94bcfcce/html5/thumbnails/20.jpg)
www.escaux.com
Attended transfer (1)
1. During an active conversation, click on the “transfer” orange bouton
2. The status changes
3. Then you may call the second person using your preferred method
![Page 21: The net.Console User Manual. Content › General functions › The desktop › The display › Start, login, logout › Step by step › Answer a call](https://reader036.vdocuments.site/reader036/viewer/2022062314/56649ec55503460f94bcfcce/html5/thumbnails/21.jpg)
www.escaux.com
Attended transfer (2)
4. When you are in conversation with the second person, you may :
› Confirm the transfer
› Terminate this call and take back the caller +
![Page 22: The net.Console User Manual. Content › General functions › The desktop › The display › Start, login, logout › Step by step › Answer a call](https://reader036.vdocuments.site/reader036/viewer/2022062314/56649ec55503460f94bcfcce/html5/thumbnails/22.jpg)
www.escaux.com
Park a call
1. During an active conversation, we can click on the “park” key
2. The caller is in the parked calls list
3. We may take back the parked person
4. We may put a second person in contact with the parked person
5. After a (configurable) waiting time, the parked person comes back automaticaly to the original operator
![Page 23: The net.Console User Manual. Content › General functions › The desktop › The display › Start, login, logout › Step by step › Answer a call](https://reader036.vdocuments.site/reader036/viewer/2022062314/56649ec55503460f94bcfcce/html5/thumbnails/23.jpg)
www.escaux.com
Advanced functions
X900 net.Console only
![Page 24: The net.Console User Manual. Content › General functions › The desktop › The display › Start, login, logout › Step by step › Answer a call](https://reader036.vdocuments.site/reader036/viewer/2022062314/56649ec55503460f94bcfcce/html5/thumbnails/24.jpg)
www.escaux.com
Directed call parking (1)
1. During a active conversaiton, we can click on the “directed parking” key
2. Then, choose an internal contact
› By clicking on a fixed contact phone (deskphone)
or› By introducing an internal number in the
“number” zone and by clicking on the green button
![Page 25: The net.Console User Manual. Content › General functions › The desktop › The display › Start, login, logout › Step by step › Answer a call](https://reader036.vdocuments.site/reader036/viewer/2022062314/56649ec55503460f94bcfcce/html5/thumbnails/25.jpg)
www.escaux.com
Directed call parking (2)
3. The caller is in the parked calls list
4. We may take back the parked person if necessary
5. The parked person will be in contact with the asked person as soon as this last one presses on any phone :
*55 + <his personal extension >
![Page 26: The net.Console User Manual. Content › General functions › The desktop › The display › Start, login, logout › Step by step › Answer a call](https://reader036.vdocuments.site/reader036/viewer/2022062314/56649ec55503460f94bcfcce/html5/thumbnails/26.jpg)
www.escaux.com
1. During an active conversation, we can click on the “calls in chain” key
2. The caller A is in the parked calls list
3. Then we may call the 2nd person (B) with the preferred method
Initiate a call in chain (1)
![Page 27: The net.Console User Manual. Content › General functions › The desktop › The display › Start, login, logout › Step by step › Answer a call](https://reader036.vdocuments.site/reader036/viewer/2022062314/56649ec55503460f94bcfcce/html5/thumbnails/27.jpg)
www.escaux.com
Initiate a call in chain (2)
4. The status changes
5. When you are in conversation with B, you can put B in contact with A by clicking on the BLACK “chain” button next to A
6. A now is talking to B
7. Once B hangs up, A will come back to the original operator
![Page 28: The net.Console User Manual. Content › General functions › The desktop › The display › Start, login, logout › Step by step › Answer a call](https://reader036.vdocuments.site/reader036/viewer/2022062314/56649ec55503460f94bcfcce/html5/thumbnails/28.jpg)
www.escaux.com
Camp on a phone (1)
During an active conversation, it is possible to have caller A “camp on” an internal contact (B). To do so :
1. Press the “camp on” key
2. Then, call the internal contact B with your preferred method
![Page 29: The net.Console User Manual. Content › General functions › The desktop › The display › Start, login, logout › Step by step › Answer a call](https://reader036.vdocuments.site/reader036/viewer/2022062314/56649ec55503460f94bcfcce/html5/thumbnails/29.jpg)
www.escaux.com
Camp on a phone (2)
3. The caller is in the parked calls list
4. Once the internal contact B ends up its conversation, the caller A is put in contact with B.
5. If A waits more than a predifined time, A automatically comes back to the original operator
![Page 30: The net.Console User Manual. Content › General functions › The desktop › The display › Start, login, logout › Step by step › Answer a call](https://reader036.vdocuments.site/reader036/viewer/2022062314/56649ec55503460f94bcfcce/html5/thumbnails/30.jpg)
www.escaux.com
Troubleshooting
Manipulations via the SNOM
![Page 31: The net.Console User Manual. Content › General functions › The desktop › The display › Start, login, logout › Step by step › Answer a call](https://reader036.vdocuments.site/reader036/viewer/2022062314/56649ec55503460f94bcfcce/html5/thumbnails/31.jpg)
www.escaux.com
Manipulations via the SNOM
› Blind transfer
› Accept the call via the key › Press on the “Transfer” key› Compose the number
› Confirm via the key
› Attended Transfer
› Accept the call via the key › Press on the “Hold” key › Compose the number
› Confirm via the key › Press 2 times on the “Transfer” key