Switchboard User Manual - 8x8 - Packet8
Contents
1. Please enter login and passwords Switchboard Password O Image 1 Switchboard Login Box On Screen Organization F ALLE et Ei Ia pa tae pey fe ee Active calls Directed hoki 2 2 F ee l aa T This is the Active Calls Area or remit i g L eae on a Barier oH maia Tami i a an This isthe BR 8x8 Inc eDirectory Area o u Teri wm a a irain ma Endu an ai Cia ar eM This is the Reminder Netebook Aren oo E Dar C fire a _ lhc an bmm fz en pis nN a kiim SE AN Ema come e Image 2 The Switchboard Interface Screen e e Window Display The Switchboard window display is divided into three main areas Active Calls Area Use this section for call viewing and Answering Holding Ending Transferring Announcing Directing to Voicemail Within the Active Calls Area is the directed hold column a place for the operator to see the current status of the calls in progress Namkhao Montoya 2876 ieauto C Attendant 444 Cc Directory Area Each extension has 4 fields for Firstname Lastname Ext i Image 3 The Directory Listing Directory Area Each extension has 4 fields for Firstname Lastname Ext Status Green Dot extension in use Date mm da yy Time hh mm summary C O a Remove _ Image 4 Reminder Notebook Section DND do not disturb OUT extension not in service These fields can be s2. Currently we do not know of any telecommunications system that is immune to this type of criminal activity 8x8 Inc will not accept liability for any damages including long distance charges which result from unauthorized and or unlawful use Although 8x8 Inc has designed security features into its products and services it is your sole responsibility to use the security features and to establish security practices within your organization including training security awareness and call auditing to eliminate security risks NOTICE While every effort has been made to ensure accuracy 8x8 Inc will not be liable for technical or editorial errors or omissions contained within the documentation The information contained in this documentation is subject to change without notice This documentation may be used only in accordance with the terms of the 8x8 Inc License Agreement 8x8 Inc Contact Information e Personal Web Page http www 8x8 com Support http www 8x8 com support e Customer Service toll free 1 888 898 8733 e Customer Service outside of the U S 1 408 687 4120 The 8x8 Inc logo are registered trademarks of 8x8 Inc 8x8 Inc is a Nasdaq listed company symbol EGHT 2009 8x8 Inc All rights reserved corp09209
3. call on holdisssssisssreisrcesisessrrsssersssevssesissssoeseiissssesstsssrosnsissesssirsssessestsse 10 Alternative manual methodS sse sseesesessssessseessesssseesseesseessseeoseesnseosserossersseossseossersseess 10 TASS CEMA a Call sssieecesannneniinin a re RO Riann ii 10 To transfer a callkeassossernanasai R E E Eai an 10 Announdngd a Call sssspensasa tient ratte R E 11 Toannounce a Calon S 11 Retrieving an Announced Call ssseesssesssessseesssesssseosseesseessseesseesseessseeoseeeseessseeossersseess 12 To re activate the incoming Call sesessssesssesssesssseesseessecssseesseeosseosserosseonseosseeosseesseessee 12 Transferring a Call Directly to Voicemail esssseessseeesssoessseessseesssseessseesssseeosseeesseersss 12 To transfer a call to Voicemail in the Active Calls ar a ssseessssessssesssseesssseessss 12 Making an Internal Call sersiisinsnssnnnnannnsnmennnneninanenaninmannnni 13 To call within the organization the simplest way iS tO sesessssessseesssessseesseesssessss 13 To call within the organization sesessseesssessseessseesseesseessseesseeosecosserosseonseonseeosseesseessee 13 Leaving an Internal Message sse ssseesseessseesseesseesssseosseesseessseesseeoseessseeosseessessserosseesseess 13 Holding a Call for a Person ssseessseesssseesesseessseessseessseesosseesssseossseeonsseessserosseeosseeossseesssseess 13 Activating the Auto Attendant sesessseessseesse
4. reverts to a dial tone in North America or a busy tone if in Europe Retrieving an Announced Call You can continue a dialogue with the incoming caller after having announced a call You do this by re activating the incoming call before you make the final transfer To re activate the incoming call 1 Right click on the incoming call button in the Directed Hold area to display a pop up menu 2 Select Retrieve Or Simply click on the button directly and the incoming call will become active The recipient button will stay in the Active Calls area The switchboard operator can speak to either the caller or the recipient by clicking on their respective call buttons in the Active Calls or Directed Hold columns Transfer as instructed above Transferring a Call Directly to Voicemail Transferring an incoming caller directly to an individual s or group s mailbox is simple To transfer a call to Voicemail in the Active Calls area 1 Click on the on screen button for the call you want to transfer 2 Move to the Directory and click on the individual who is to receive the mes sage 3 Click on the Call menu 4 Select Voicemail Alternative transferring methods a Click on the on screen button of the call to transfer b Move to the Directory and click on the individual who is to receive the message c Select the Voicemail button on the Toolbar Or a Click on the on screen button of the call to transfer b R
5. 8x8 Inc ES SWITCHER Pie Far Cal Crester Toa Hel Active calls 6X6 INC so Reswder Note Bond Date rw Summary Description Directed hold Hirisa Warder heared Venger Monbrys Arar irat Cond Fre Martin Pak 2 Park Cy Paka W Pork pe Paks ieh Practied Fiches Come fre Pert Company i Company 34 Cy www 8x8 com 1 866 879 8647 Contents PR Tia Ulo g PA dives E ET grees stots EEEIEE AAA E A A 3 System Requirements nsesesessessesseesecssessesseeseesresscrecseonerssesseoseeseessossesecoseonersseosessessersseseese 3 o E EE EA O EEE A 3 EEE a E E eter re AE E A Saar ne A eer eee eee eee 3 On Screen elie pirzcid ey eerremmerrete tener rere renee ter merenne ert errr rey en teeny erin E EEA n iii 4 Wna Ow USI AY eearri n N EAT E AR E EE TEE 4 BEES gia dar E EA I E N E OA A A E heen ere 5 Reminder Notebook Area esssesssseessseesssserssseeessseessseeossecossserossreossreessseressseeosseeosseeossserssss 5 Menu Dalaran E E E E ee AE ATE E 6 Mana mTACI O E en nen ON ty Cee Ta CUE fe n eT nEemn CEN ren nUO tern 9 Answering an Incoming Call esessssesssessseessseesseessseosseesssesnseessseeseesnseeosseesseeseeosseesseessseesss 9 To answer an incoming Call es sssessessseessseesseesssessseesssessseessseesseosserosseesserosseossersseesnseesss 10 Placing and Retrieving a Call on Hold e esssesssessseessseesseesssessseesseessseeosseessessseeosseesseese 10 To manually put a
6. are found under the Edit menu After selecting Preferences you will find 14 Configuration options are set in the setup module which is usually run only once when you are first configuring the application You cannot change the configuration from the preference window and are only shown for reference To change the configuration preferences you will need to run the application setup again Refer to page 6 and the Getting Started section of this manual Look amp Feel options allow you to choose from three different designs for the application window and let you show or hide the Toolbar buttons Layout options allow you to define the size of the Directory and the Reminder Notebook windows including the height of the rows Narrower and shorter columns and rows will allow for more extension listings and messages As an example the default value of the height of a row is 20 and can be scaled down easily to 13 to permit more rows in the layout Color options allow you to choose different shades for all the different areas on the window display To choose the color for any of the areas shown Image 19 Preference Window for Color gt Select color Fa p te Select color Image 20 Select Color Window Click anywhere in the color rectangle next to the object you want to change Choose a color in the window that appears In Select color window there are three different tabs that lead to windows which provide complete cont
7. ceive the call c Select Transfer the Call When the switchboard operator transfers a call the destination telephone rings and operator s telephone reverts to a dial tone in North America or a busy tone if in Europe Announcing a Call Announcing a call is done when the switchboard operator answers an incoming call and the caller requests to be connected with someone or their extension The operator calls the requested individual s extension to inform of the incoming call Then the call is transferred To announce a call 1 If the call is not currently active click on the on screen button for the caller you want to announce 2 Move to the Directory and click on the individual who is to receive the call 3 Click on the Call menu 4 Select Announce the Caller Alternative announcing methods a Click on the on screen button of the call to transfer b Move to the Directory and click on the individual who is to receive the call c Select the Announce button on the Toolbar Or a Click the screen button of the call to transfer 11 b Move to the Directory and click on the individual who is to receive the call c Select Announce the Caller 5 When the intended recipient answers operator advises of the incoming call 6 Then right click on the Directed Hold area button to display a pop up menu 7 Click on Transfer Both caller and recipient information will disappear from the Active Calls area The phone
8. e Directory and right click on the individual to display the pop up menu c Select Hold for this person 13 EN SWITCHBOARD File Edit Call Directory Tool Help All calls directed to Auto Attendant Image 16 Calls directed to the Auto Attendent Activating the Auto Attendant Switchboard s Auto Attendant is the application s advanced feature that will automatically manage in coming calls when the operator cannot be present or during after hours To activate the Auto Attendant Using the Call menu select Forward all calls to Auto Attendant Alternative method a Using the Toolbar click on the Auto Attendant button Deactivating the Auto Attendant To deactivate the Auto Attendant Using the Call menu select Cancel forwarding to Auto Attendant Alternative method a Using the Toolbar click off the Auto Attendant button When the Auto Attendant is deactivated the Active Calls area will revert to its normal state Directed Hold When a call is located in the Directed hold column this indicates the caller has been placed on hold by someone at an extension within the organization The operator can check on the caller if several minutes pass without a change in status Directed hold irim S Pig i Image 17 A Call in the Directed Hold Area Preferences Window You can change the appearance of your Switchboard to suit your own tastes and way of working Preference options
9. essseesseesssessseesseesnseessseosseesseeosseesseeoseeossses 14 To activate the Auto Attendant seseessseesseesesessseesseesssessssesseessserosseesserossrosseesseessseesss 14 Deactivating the Auto Attendant e sesesssseessessseeosseesseessseesseroseessseeosseeseeosssrossersseess 14 To deactivate the Auto Attendant ssseesseesesessseesssesssesssseessessserosseesseroseeosseesseesseesss 14 Directed fl go o oriee e te Ter ve oe aie e eia re eee enter mere 14 Peter ae WiINOOW cecian tea cstiemtigeiesaseiapnan tence Atlmce nase auenasaietanian 14 Resizing the VV ING OWS 5 secsceesvessusssescoiessevescaxseassuchsnssnachasaspdnsnessnceanyeaneehenibonssanseanconontennorantennee 16 To move either divide r seeesssesssesssessssessseesseessseesseesseessseeosseoseeosserosseesseroseeossersseessseesss 16 Miscellaneous System NUMBEISS ccccsscsssssssesscsssecsssssscsssessesssecsssescsssecseseseessseceeseess 17 2 Introduction The Switchboard Application is an optional receptionist operator console software application for 8x8 Virtual Office that will increase the efficiency of your organization with better phone call management Switchboard allows Multiple call viewing and handling Direct transfer to extension s Voicemail Supervised call transfers View of extensions status The Virtual Office switchboard is flexible and easy to use It does not require advanced computer applications knowledge o
10. ight click on individual in the Directory who is to receive the message c Select Voicemail 12 Making an Internal Call To call within the organization the simplest way is to 1 In the Directory double click the name of the individual you want to contact 2 Your own telephone will ring 3 When you answer it a button with a telephone icon will appear in the Active Calls area on the computer screen To call within the organization 1 Click on the individual in the Directory you want to contact Click on the Call menu Select Call This Person Your own telephone will ring When you answer it a button with a telephone icon will appear in the Active Calls area on the computer screen this screenshot would be more relevant if the console section was shown a a a Image 15 Using the Directory to make an internal Call Leaving an Internal Message To leave a message in an individual s Voicemail box 1 Click on the individual in the Directory you want to contact 2 Click on the Call menu 3 Select Leave a Voicemail Holding a Call for a Person To hold a call for a specific person in the Active Calls area 1 Click on the on screen button for the call you want to place on hold 2 Move to the Directory and click on the individual who is to receive the call 3 Click on the Call menu 4 Select Hold for this person Alternative method a Click on the on screen button of the call to place on hold b Move to th
11. ion layout and colors See page 13 for complete details 3 The Call Menu gives options for a call hold transfer forward conference Voicemail and end Cirweled hoki darn ran iia en brn taal Ta Announce the caler Transfer the cal Voros mal Hold for this person Image 7 Drop down Call Menu ee _ see Command Description Keyboard Shortcuts Hold for me Places the selected call on hold End Call Ends the selected call Forward all calls to Forwards all incoming calls to the Auto Attendant Auto Attendant Call this person Places a call to the selected directory entry Leave voicemail Leaves a voicemail message for the selected directory entry Announce the caller Calls the selected person and allows announcement of the incoming call while placing the active call on hold Saat BN Fe Hold for this person Places an incoming call on hold None for a selected directory entry Cereched Feats Sort by First name Sort bey Last name Sort by Exbersion Image 8 Drop down Directory Menu 7 Command Description Sort by First name Changes the Company Directory to alphabetical ascending order based on the entry in the Firstname column The Firstname column will then appear first in the directory Sort by Last name Changes the Company Directory to alphabetical ascending order based on the entry in the Lastname column The Lastname column will then appear first in the directo
12. ns a browser that contains troubleshooting information index soarch switchboard Online Help introduction Connecting to Switchbosrd Switchboard Managing Switchboard Calls Online Help Image 12 Online Help Version 4 2 Landing Page Managing Active Calls The Active Calls Area displays all active calls A button appears on each call displayed giving the switchboard operator options to answer hold transfer or end it These incoming calls are listed top to bottom in order of appearance In other words the most recent calls are displayed at the bottom of the caller list in the Active Calls Area Answering an Incoming Call Incoming calls ring and appear on the computer screen as a button with a telephone symbol 0 14086874584 D 9 To answer an incoming call 1 Pick up the telephone receiver if not using a headset 2 Use the mouse to click on the incoming call s button 3 The call becomes active 4 Speak into your phone handset or headset 0 14086874584 00 03 Placing and Retrieving a Call on Hold Circumstances demand that some callers be placed on hold If you answer an incoming call while talking on another one the first call will automatically be put on hold Active calls Directed hold 0 1osserasea Image 13 An Incoming Call as it appears on the screen To manually put a call on hold 1 Click on the on screen button for the call you want to hold 2 Click on the Call Men
13. orted on screen Use this section to Easily locate extensions names and status Place internal call Leave a Voicemail Use this section to move active calls Transfer Announce supervised transfer Direct to Voicemail Reminder Notebook Area Use this section to Store messages for the organization Make personal notes 5 Menu Bar Switchboard s menu bar has six options File Edit Call Directory Tool and Help which gives you access to pull down menus These entries control all aspects of the application Note Command options in the menus and the Toolbar will only be highlighted or live when they are available and can be used in the current situation 1 The File Menu has controls for the reminder notebook functions and permits program exit Fie Edt Call Directory Tool Save reminder Image 5 Drop down File Menu Command Description Save reminder Saves the reminder entry Save note book Saves the note book entry Reset note book Clears the note book entry Exit Closes the Switchboard Application 2 The Edit Menu provides standard cut copy and paste functions and allows preference changes Out Ac Copy Paste rr Image 6 Drop down Edit Menu Command Description Cut Cuts selected text from the reminder note book section Copy Copies selected text in the reminder note book section Sticks selected text into the reminder note book section Options for configurat
14. over the divider and when it changes to a double headed arrow Click hold and drag the divider to the required location Miscellaneous System Numbers The following numbers are to access different extensions not associated with employees 555 Voicemail This is the internal number you call from your extension to access Voicemail 556 Conference Bridge The conference bridge is a reservation bridge that users of the system can schedule conference bridges for internal and or external use 444 Auto Attendant This is the internal number you could call or transfer a caller to reach the Auto Attendant allowing menus including dial by name 1 dial by extension 2 company directory 4 or 500 to reach Voicemail This is also the greeting someone will get when they call your company and someone does not answer 500 Access Voicemail This number can be reached from the outside through the attendant to access your Voicemail 559 Company Voicemail and Auto Attendant recording Extension 559 changes require a system password Default password will be 388045 it is recommended that it is changed 601 605 Park Extension Range These numbers are used to park a call without transferring it to a specific extension A parked call can be picked up from any extension phone on the system 17 WARNING Toll fraud is committed when individuals unlawfully gain access to a customers telecommunication system This is a criminal offense
15. r experience With a few clicks of a PC s mouse a receptionist can transfer a call put a caller on hold and announce the caller to an intended recipient or search the organization s directory System Requirements To operate your switchboard you must have the following requirements on your computer Windows 98 NT 2000 or XP operating system 128 MB of RAM 200 MB of free disk space 10 100 Base T Ethernet connection Getting Started Upon subscribing to the Switchboard application you will be provided a link to the software within your confirmation letter The confirmation letter also provides step by step download and installation instructions to guide you through the Switchboard installation process Installation The Switchboard application must be installed on the local computers that will be using the Switchboard Application before the Switchboard will work Additional concurrent Switchboard subscription licenses must purchased for any additional number of con current Switchboard sessions that will be run on different computers A user can install Switchboard on several computers and share one subscription license as long as only one concurrent session is running Follow the instructions to install and set up the Switchboard Application 3 Using Switchboard To run the Switchboard application follow the instructions below Double click on the Switchboard icon Your user login screen will appear Switchboard Login
16. rol over the colors of your screen layout They are Swatches HSB hue saturation brightness and RGB red green blue The Swatches window provides about 270 different pre set colors to choose from The most recently chosen colors are displayed in the Recent window on the right To choose a color 15 Click on one of the predetermined colors in the main Swatches area Click on one of the recently used colors on the Recent area Click on the OK button on the Swatches window Click on the OK button on the main color preferences window The HSB window uses a slider bar to choose a color Here s how Slide the bar up or down until the color is correct Move the small white circle until the required mix is achieved Click on the OK button on the HSB window Click on the OK button on the main color preferences window The RGB window uses three slider bars to choose a color There is one for each of the colors red green and blue Slide each bar to the right or left until the color area is correct Click on the OK button on the RGB window Click on the OK button on the main color preferences window Resizing the Windows You can resize the windows on Switchboard s screen display There are two main window dividers One separates the Active Calls area from the Reminder Notebook area below it Another divider separates the Directory area from the two other areas To move either divider 16 1 2 Move the mouse pointer
17. ry Sort by Extension Changes the Company Directory to numeric ascending order based on the entry in the Ext column The directory will list Lastname Firstname and Extension number across the screen 5 The Tool Menu provides the ability to modify the appearance of the Switchboard display window and to show or hide tool bar buttons __ Loo t Epa G ehia Look amp Feel Cal boolbar b Motif Look de Feel Directory toolbar P Image 9 Drop down Tool Menu Command Sub Command Description Note Look amp Feel Metal Look amp Feel Changes background colors Ln Motif Look amp Feel Changes background colors a Windows Look amp Feel All borders and frames are Metal Look amp Feel the standard Windows color The text is the standard Windows font color and style Call Toolbar Shows the Call Toolbar The Toolbar buttons take buttons above the Active up space at the top of the Calls Area screen It may be necessary to resize the Reminder Notebook window to show all Hides the Call Toolbar buttons Directory Toolbar Shows the Directory Toolbar buttons above the Active Calls Area Hides Hides the Directory Toolbar buttons 22 2 Hela End call Atendan Active calls Image 10 Toolbars appear beneath the Menu Bar and above the Directory Area 6 The Help Menu has application information and tips for problem solving Description Provides version details about the application Ope
18. u 3 Select Hold For Me 4 The timer shows the length of the call being held Alternative manual methods a Click on the on screen button for the call you want to hold b b Select the Hold button on the Toolbar Or a Right click on the incoming call button to display the pop up menu b Select Hold For Me To retrieve a call on hold a Click once on the on screen button for the call on hold Or a 1 Right Click on the button to bring down a menu b 2 Select Retrieve Transferring a Call Transferring an incoming phone call is a common chore that can be done quickly and easily via Switchboard To transfer a call 1 Click on the on screen button for the call you want to transfer 2 Move to the Directory and click on the individual who is to receive the call 10 3 Click on the Call menu di Call Directory Tool Help Hold hor me End call Forward all calls to Qubodhhendant Announce the caller Transter the call Voice mal Hold for this parsan Image 14 Transferringa e a call using the drop down Call Menu Dies 4 Select Transfer the Call Alternative transferring methods a Click on the on screen button of the call to transfer b Move to the Directory and click on the individual who is to receive the call c Select the Transfer button on the Toolbar Or a Click on the on screen button of the call to transfer b Move to the Directory and click on the individual who is to re
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