Operator Console

The Operator Console module is primarily designed for businesses and organizations that route incoming calls to one person (an “operator”) who then re-directs the caller after answering the call. With a visual interface that simplifies the transferring of calls, reduces misplaced calls, and tracks parked calls, the Operator Console increases efficiency by streamlining call management.

Features

• See availability status of users
• Create multiple custom groups of users
• Add as many parking slots as needed
  • Park calls with drag-n-drop functionality
  • Visually track parked calls
  • Retrieve or transfer parked calls with one click
• Drag-n-drop calls from Manage Calls page or from the webphone to other user or to parking slots

How It Works

• Transferring a call:
  • PROCESS 1
    • Navigate to the MANAGE CALL(S) page (click on the MANAGE CALL(S) banner that appears at the top of the webphone.
    • Any call that is active or on-hold on any device associated with that Boomea user will appear on the MANAGE CALL(S) page.
    • Any call that appears on the MANAGE CALL(S) page is eligible for transfer, except for two types of calls: a conference/group call or a call into a bridge.
    • Drag-n-drop the active or on-hold call to a parking slot or a device user that appears in the Operator Console panel. At that point, the call will transfer.
  • PROCESS 2
    • When a call comes through the webphone, place the call on hold.
    • Then, drag-n-drop the on-hold call (the call will appear at the top of the webphone) to a parking slot or a device user.
    • Note: This process only allows for the transferring of calls that are answered on the webphone and are on-hold.

• Creating and selecting groups
  • The list of groups in Operator Console is the same list of groups that appears in the Presence module. A group can be created through the Presence module and in the Operator Console.
  • To create a new group in Operator Console, click the eye icon to the right of the group dropdown (see Red #1 in below image).
    • Then, type the name of the new group you wish to add and click the Add button (not pictured in below image)
    • In the popup that appears, select the users to add to group by clicking the checkbox on the right. Then click the “Add” button (see Red #2 and #3 in below image).
      • Finally, click the save button at the top of the “Edit” window to complete the saving of the group (see Red #4 in below image).
  • In the “Group” dropdown, select the group you created to only see those users in the Operator Console pane (not pictured, but it is the dropdown to the left of Red #1).
• Creating parking slots
  • Parking slots are only visible when a custom group has been selected.
  • Once a custom group has been selected from the group dropdown, click the “Add parking slots” link that appears in the “Parking Slots” pane (Green #1 in below image).
  • In the “Add Slot” popup, type a number of a parking slot you would like to use for that group (Green #2). Click the “Add” button (Green #3). Repeat this process until all the desired parking slots are entered. Then click the “Save” button at the top of the Parking Slot pane (Green #4).
  • Whenever a call is parked in any of those parking slots, the call will appear in that parking slot tile in the parking slot pane (below the Green #4)  – including calls that were parked via a physical device.
• Make a call
  • To call a user in a Operator Console group, click the desk phone icon to directly call the extension of that user. Click the green handset to load the extension in the webphone, but not start the call. You’ll have to start the call from the webphone when ready.
• Page a user
  • To page a user, click the deskphone icon that appears on that user’s tile.

Troubleshooting

Sometimes technology lets us down. How do we figure out what’s wrong? Here are a couple simple steps to take to resolve issues with the webphone.

• Check your internet connection and the speed of it.
  • This is the most common cause. The webphone requires a stable internet connection in order to maintain exceptional call quality and ability to make and receive calls. Without an internet connection, the webphone will not function. You can test the speed of your connection at fast.com (link will open in new tab).
• If your computer was put to sleep and then awakened while Boomea was open, the webphone will not always auto reconnect. Be sure to refresh the app or click the “disable” toggle on the webphone and then “enable” it again to ensure re-connection.