Lets your main receptionist/front desk handle up to 50 concurrent calls from their extension using the Desktop App (for Windows or Mac).
- Answer and manage calls within the app or desk phone assigned to the user extension.
- Choose whether callers hear ringing or uploaded custom greeting.
- View all active calls and contacts in queue.
Calls that are not answered in a user-specified time follow the Call Forward settings for the extension.
IMPORTANT: Receptionist Console is not available for the web browser extension of the Desktop App.
Add Receptionist Console
The Receptionist Console is associated with a single user extension. To employ for multiple users, you must add additional quantities.
- Sign in to the Admin Portal.
- Click Store, then click Add-Ons.
- Select the quantity of Receptionist Console you want, then click Add.
- Click Checkout once completed.
Set Up Receptionist Console
Each Receptionist Console is associated with a single user extension. Designated users must download the Desktop App for Windows or Mac to use.
- Sign in to the Admin Portal.
- Click Business Apps, then click Receptionist Console.
- Hover over the Receptionist Console you want to set up, then click the Pencil icon.
- Go to Details and specify the name, location, and extension of the receptionist:
| Name | Enter a unique identifier, such as Front Desk. |
| Location | Specify where receptionist is located. For example, Lobby. |
| Extension | Select a single extension to assign.
IMPORTANT: The extension cannot be associated with Call Groups, Call Queues, or the Try Live Operator First option in Virtual Receptionists. |
- Click Call Handling and select whether caller hears Ringing or Greeting when receptionist answers, then select time that elapses before Call Forward options are applied.
If you choose to use a greeting, upload as follows:
- Click the Upload icon.
- Select a WAV or MP3 file.
- Click Save
- Click Save.
Use Receptionist Console
The Receptionist Console must be assigned to your extension and you must use the Desktop App for Windows or Mac (web browser is not supported). You can also handle calls from your desk phone, if assigned to the same extension.
From Desktop App
You can manage all call activity within the Desktop App as outlined.
Manage Calls
- Open the Desktop App and sign in.
- Click the Avatar (initials top left), then confirm the correct extension is listed.
- Click Receptionist Console.
If Receptionist Offline (top right) is displayed, toggle to Receptionist Online. - Hover over an incoming call and select one of the following options:
| Answer | Available options after answering the call include:
| Mute | Mutes your handset or headset. Click Mute again to unmute. | | Call Queues | | | Transfer | Select a transfer type:
| Blind | Transfers the caller to a contact, or phone number, without speaking to the recipient. | | Attended | Lets you speak to the recipient before transferring the call. | | Voicemail | Sends the caller directly to voicemail. |
To view and use queues available for transfer, go to Queues, then click the Phone icon to transfer. If you do not want to see this section, click the Diagonal Arrows icon to minimize it.
NOTE: You can also transfer the call by clicking it and then dragging and releasing it onto a queue. | | Hold | Places the caller on hold. Click Hold again to resume the call. | | Park | Parks the call. You can retrieve the call by dialing *104 and then dialing the parking spot number assigned.
You can also manage calls by reviewing the Caller ID, Parked On number/timer, and Parked By user sections. If you do not want to see this section, click the Diagonal Arrows to minimize it.
Go to Parked Calls. Click Answer to resume a parked call.
NOTE: When resuming a parked call, the Caller ID displays as *104*<Parking Spot Number>. | | Merge | Joins two calls together, resulting in a 3-way call.
NOTE: This option only displays when there are two or more incoming calls. | | Keypad | Displays the keypad. | | Hang Up | Ends the call. |
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| Transfer | Select a transfer type:
| Blind | Transfers the caller to a contact, or phone number, without speaking to the recipient. | | Attended | Lets you speak to the recipient before transferring the call. | | Voicemail | Sends the caller directly to voicemail. |
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| Decline | Ends the call without answering. |
Manage Contacts
| View |
- Sign in to the Desktop App.
- Click Receptionist Console.
- Go to Contacts and use the Search field or Contact Group Menu (right of search) to filter results.
To call or message a contact, click the Phone or Message icon (at right).
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| Create New Group | Organize your contacts into groups, for example, Sales Associates or Customer Care.
- Sign in to the Desktop App.
- Click Receptionist Console.
- Click the Contact Group Menu (right of search) and then click Manage Contact Groups.
- Click Create New Contact Group and enter a name.
- Search for contacts, or review the list, and then click each contact you want to add.
- Click Done.
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| Edit/Delete Group |
- Sign in to the Desktop App.
- Click Receptionist Console.
- Click the Contact Group Menu (right of search) and then click Manage Contact Groups.
- Click the Pencil icon to edit or the Trash icon to delete. Click Done.
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From Desk Phone
Once your desk phone is enabled, you can use to handle calls if it is assigned to the same extension you are using for the Receptionist Console. Mute and Hold are only available on the desk phone, and Merge is not supported.
Enable Desk Phone and Handle Calls
| Enable Desk Phone | You can only switch between the Desktop and a desk phone when you are not on an active call.
- Verify that your desk phone is assigned to the same extension as the Receptionist Console.
- Open the Receptionist Console and go to Answering On (top right).
- Select your phone from the menu.
NOTE: Physical phones used with Receptionist Console do not follow forwarding options on the user's extension. Instead, calls ring the Receptionist Console for 30 seconds, regardless of the ring time setting, and then go to the user's voicemail box.
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| Answer Calls | You can answer one or more calls depending on the number of lines your desk phone has. Active calls are automatically placed on hold when answering another call.
| If Call Is... | Then... | | Call 1 | Answer the call on your desk phone. | | Call 2 | Choose to Answer, Hang Up or Transfer the call when you receive a second call.
To answer the call, click Answer in the console and then switch to the second line on your phone to speak with the caller. | | Call 3 or more |
- Click Answer in the console and then switch to an available line on your phone to answer incoming calls.
- Use Call Park or Transfer the call as needed If no lines are available to answer calls.
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| Place Call |
- Click the Phone icon in the console and dial a number.
- Answer the desk phone when it rings to finish placing the call.
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| Transfer Call (Attended Only) |
- Click the Transfer icon while on an active call and then click Attended Transfer.
- Find the contact you want to transfer to and then click Call to speak with the contact.
- Click Transfer Now when ready to transfer.
NOTE: If you do not want to complete the transfer, click Hang Up to end the transfer and speak with the prior caller.
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Troubleshoot Issues
If you cannot receive calls on your desk phone, attempt the following to resolve:
- Ensure desk phone is properly enabled.
- Reboot your device, then check again.
- Delete your device from the extension, add it back, and then enable again. See Set Up and Manage Devices.
Contact Us if issue persists.
