Operator Console Overview

Below is an operational overview of the Operator Console application.

The Operator Console enables receptionists or other call operators to manage calls. The Console is a graphical user interface that allows the user to field inbound calls and route them for the entire company.

Operator Console is an add-on to any type of user account

The operator can:

Transfer a call to an end user, using drag & drop.
Place a call on hold, click to call any of the users, as well as intercept or decline calls.

This section explains the UC-Line Portal layout for the Operator Console, and how to access the features that will be discussed later in this guide.

When you access the UC-Line Portal, the Dashboard section will be displayed on the screen. To access the Operator Console, click on the [Phone] icon, and choose [Console].

Using the operator console

The Console is broken down into 4 main sections. The Operators account (1) Status is listed in the upper left corner, with the (2) Current Calls being handled just below it. The (3) Log of Events is below that with an itemized accounting of what has occurred during this session. To the right is your (4) Favorites List allowing an easy way to transfer calls, or to see someone’s current status.

During an outgoing call

1.	Status: Shows the current status of the operator’s device. There is an arrow showing this call is an outgoing call, and the status is “Dialing”. During a call, the status changes to show communication and the state of the call shows: On Call
2.	Current Calls: In this area, you can see the caller you are calling to, the status (dialing in this case), which device is being used and an action button, in this case, allowing you to hang up the call.

Using the operator console

During an incoming call

1.	Status: Shows the current status of the operator’s device. There is an arrow showing this call is an incoming call, and the status is “Ringing”.
2.	Current Calls: Shows the devices available for the call with action buttons for forwarding or rejecting the call.
3.	Forward Call: Clicking this button will open a list of potential forward locations. Simply choose the user to forward to, or choose cancel.

Using the operator console

Intercepting a call

Using the operator console

While monitoring a user’s call, click on the [Intercept Call] button for the device you wish to take the call. Then choose the device or line to send the call to from the popup window.

Log of Events

Click on the [Expand] button to show the Log of Events

1.	Log Event: Shows a log of events in real-time for the users and devices on the account. This includes a timestamp and a description of the event.

Using the operator console

Using Favorites

Using the operator console

1.	Favorites: Clicking on one of the favorites when they are on a call will show the call status in the Current Calls window.
2.	Current Calls: Shows the number the user is connected to, the device they are using, and the time they are on the call.

Finding users

Using the operator console

1.	Search Users: Simply start typing a name and the Favorites will be filtered by your entry.
2.	Filters: Allows you to further narrow down the favorites list by only showing users by Status, Location or Group.
3.	View: Allows you to choose the way you view the list of users, by Grid (default) or as a List.
4.	Show all Users: Allows you to show just your favorites or have a list of all users in a window on the right side of the screen.

Adding Users to Favorites

Using the operator console

From the All Users list, click and drag the user to the Favorites window, arranging the user(s) in the desired order.

Removing Favorites

Using the operator console

Likewise, removing a user from your favorites can be done by reversing the process. Click and drag the user from the Favorites list to the All Users list.

Click to Call

Using the operator console

Clicking on the number in a user tile or activity will open the click to call window. Choose the device to call from and the call will be imitated.