Complete Console Guide: Understanding the Console

Overview

The HostedSuite operator console is used by your reception staff to quickly identify, answer, and transfer calls for clients that have their calls screened.

Access

Access the Console quickly through the Console button located in the top left corner.

Main Console Interface

The console is comprised of several sections, each serving a specific purpose and detailed below.

Call Boxes

Call boxes along the top of the screen display active calls and their statuses using color codes. Details of each call are also provided, including client name, call type, dialed number, and call duration.

Call Color Codes:

Color	State	Description
Gray	Idle	No call active. This is the default appearance of a call box that does not have a call assigned to it
Red	Ringing	The call is currently ringing and has not yet been answered.
Blue	Connected	This is the call you are currently active on.
Green	Transferring	You are currently active on this call and transferring it to a third party.
Yellow	Hold	The call is currently on hold.

Call Box Details:

These details provide essential information about the call being received, facilitating efficient call handling and management.

Detail	Description
Client Name	The name of the company or client receiving the call.
Incoming Outside Call	Indicates the type of call; an "Outside Call" means the call is coming from outside the company.
Dialed Phone Number	The phone number being dialed by the caller.
Answer Button	Quick access button to receive the call promptly.
Call Duration	Duration of the call, starting from when the company number is dialed.
Click to Take Notes	Allows adding a quick note about the call.

Console Toolbar:

The toolbar contains buttons for all call control functionality, with buttons enabling or disabling based on the call's status and applicability. For instance, during an active call, the Hold or Transfer button will be enabled.

The following table provides a list of the buttons and their associated function:

Call Handling Buttons

Button	Description
Answer	Answers the first ringing call. If already on a call, it puts the current call on hold to answer the new one.
Hold	Puts the active call on hold.
Connect	Connects the caller with another line before the transfer. Only available when dialing a number or selecting a contact from speed dial.
Stop Trns.	Cancels the transfer process and reconnects to the original caller.
Hangup	Ends any active or incoming call.
Toggle Hold	Pauses and resumes a call. Temporarily halts the conversation and resumes it when clicked again.
Speed Dials	Click to dial a preconfigured phone number.
Enter a number to dial	Dial a number and press Enter to call. Clicking the green icon initiates a blind transfer.
Ext Buttons	Provides quick-access buttons for transfer, blind transfer, add to conference, etc.
Send DTMF	Sends touch-tone signals (DTMF) during a call, often used for navigating phone menus or entering PIN codes.
New Charge	Add a charge to the selected client's account.
Update Alert	Add a charge to the selected client's account. (This looks like a duplicate of New Charge – confirm if it's meant to be different.)
Lock	Locks the screen to prevent new call pop-ups.
Work	Tracks working time on the console for billing or productivity purposes.
Reject	Dismisses the call without answering.
Reception Status	Displays the current status of the reception (see below for status options).
More	Reveals additional hidden call handling buttons.
Report Bug	Submit a bug or issue found within the console.

More Call Buttons

These are hidden buttons accessible via the call button extension:

Button	Description
Dial/Transfer	Dials or transfers a call directly from the console.
Make calls in Behalf	Places a call using another user's caller ID.
SMS in Behalf	Sends a text message using another user’s caller ID.
Blind Transfer	Transfers the call directly without speaking to the recipient.
Add to Conference	Answers the first ringing call. If already on a call, it puts the current call on hold to answer the new one.
Send DTMF	Sends touch-tone signals (same function as primary DTMF button).
Call History	Opens a list of previous incoming and outgoing calls.

Reception Statuses

Indicates the status of the reception.

Status	Description
Ready	The reception is available and ready to receive a call.
Not Ready	The reception isn’t available, and calls won’t come in.
Wrap	The reception is on standby mode and will be ready soon.
Logged Out	The reception is logged out of the console.
Outgoing	The reception is currently engaged in outgoing calls.
Other	Select this option if none of the above statuses apply.

Additional Console Functions

Function	Description
Clear Screen	Clears the client screen or opened tab, resetting it to the default view.
Test Call	Performs a test call using dummy account data.
Test Chat	Performs a test chat using dummy account data.
Change My Phone	Allows switching to a different phone extension.
Record Call	Allows recording a call conversation.
New Client	Quick access to the new client section.
New Contact	Quick access to a new contact section.
Disable Shared Calls	Prevents multiple users sharing a single call or call session.
Beta Features	Access newly introduced features launched on Console.
Flag Call	Marks the current call for follow-up or attention.

Search Boxes:

Search fields enable quick lookup of clients or contacts based on various criteria such as name, company, DID, or keywords.

Search by	Description
Name	Search for a contact in a company using either their first name or last name.
Company	Search for a client by their company name.
Screen Pop	Search for a client based on their DID.
Email Address	Search for a contact based on their email address
Tags	Search for a contact based tag

Client Information:

Automatically populates detailed information about the client and contact when receiving a call, facilitating efficient communication and service delivery.

Tab	Description
Client	Displays the primary profile and contact information for the client, including alerts, call instructions, and availability. More details can be found here.
More Info	Contains additional information about the contact, such as specific preferences or custom details.
Companies	Shows the companies or organizations that are associated with the client.
Activity	Tracks recent interactions, such as calls, notes, and updates linked to the client’s profile.
Call History	Lists past calls, showing timestamps, durations, and outcomes.
Chat	Displays the history of chats or messaging exchanges between the client and the team.

This comprehensive guide provides insights into navigating and utilizing the console effectively for seamless call management and client interaction.