In the Telavox Operator tool, the operator only needs to use the computer's keyboard to answer, park and connect calls. All with the help of well-proven and close-to-standardized shortcuts that make even an experienced operator quickly feel at home in the Telavox platform.

The operator can also chat, send text messages and emails to all extensions. By doing so, they get flexible and efficient communication. For example, if a meeting is in progress, the operator can connect the call directly to the person's voicemail or mobile phone. The operator can answer calls that go directly to a monitored extension.

Telavox Operator gives the operator a good overview of all the company's queues. They can see which call is on the line and which queue it is coming from. The operator can choose which queue and which call in the queue is to be taken. Information about how long each caller has been in the queue and how many colleagues are logged in is clearly displayed.

In Telavox Operator, the operator can easily see the status of all extensions. An available extension has a green icon, and if the person is busy, the icon turns red. If they're in a meeting or at lunch, the icon will be grey.

In these cases, the time for when the person is available again is also shown. An operator can also see the active profile and end time of all calls so that the caller is always greeted by the correct person. With editable contact cards for all extensions, it becomes easy for the operator to get an overview of the company's employees, even in the case of new recruitments.

All incoming calls are sent to Telavox Operator in the order they arrived — the caller who has been waiting the longest is always presented first.  

Incoming calls are announced in the Next call panel at the top left of the screen. An audio signal plays via the operator's computer.

If the calling party's name is saved in the company's phone book, both name and phone number are displayed, along with the queue the call came from. Calls are presented in the order they have been waiting — the longest-waiting caller is always shown first.

• To answer a call, press the comma key (,,) twice. The call moves to the active call area on the right side of the screen
• To end a call, press the minus key (--) twice

You can connect calls using a blind (direct) transfer or an attended (notified) transfer:

• A blind transfer connects the caller directly to the desired extension. The operator is freed immediately for the next call
• An attended transfer means you first call the desired extension to announce the incoming caller, then either complete the transfer or retrieve the call if the person cannot take it

Blind transfer

1. Ask the caller to wait
2. Find the person you want to transfer to
   1. Press F3 to move the cursor to the Search field and type a name or number, or
   2. Scroll to the person in the contact list
3. Press Enter twice in quick succession (within half a second)
4. The call is then connected directly to that person. The operator is released for the next call

Attended transfer

1. Ask the caller to wait
2. Find the person you want to transfer to and press Enter once
3. The incoming call is automatically parked, and an outgoing call is placed to the person. Both calls are visible in the Calls panel on the right
4. Wait for the person to answer, then announce the call
5. Choose what to do next:
   1. Complete the transfer: Press Enter (or click the Transfer button between the two calls in the Calls panel). The two calls are connected and the operator is released
   2. Retrieve the call: If the person cannot take it, press F5 to unpark the original caller. The outgoing call ends and you are reconnected to the caller
6. To end the call, press − (minus key)

Additional transfer options (right-click a contact while on a call)

• Transfer to mobile — transfers to the contact's mobile number (⌘/Ctrl and Enter, then Enter again)
• Transfer to voicemail — sends the caller directly to the contact's voicemail
• Transfer – bypass profile settings — transfers even if the contact has a busy or redirecting profile active
• Put on hold if busy — transfers and puts the caller on hold automatically if the contact's line is busy (Alt and ⌘/Ctrl and Enter)

Incoming calls

Active calls

Calling & transferring a call

Search & navigation

Messaging

App

Internal calls

  Find the person you want to call by:

1. Pressing F3 to jump to the search field, then typing a name or number (1), or
2. Scrolling and clicking a contact in the contact list (2)
3. Press Enter to place the call. The call appears in the Calls panel on the right side of the screen
   1. If you are already on an active call, it is automatically parked when you dial — you do not need to park it manually first

  Additional options for internal extensions:

• Mod and Enter — call the person's mobile number instead
• Alt and Enter — call bypassing the person's profile or redirect settings
• Shift and Enter — go straight to the person's voicemail
• Right-click the contact for the full list of call and transfer options
• To end the call, press --

 
External call

  Find the contact by:

1. Pressing F3 to jump to the search field, then typing a name or number (1), or
2. Scrolling and clicking a contact in the contact list (2)
   1. If you are already on an active call, it is automatically parked when you dial
3. To end the call, press --
    

In Telavox Operator, you can put up to two calls on hold at the same time. You park the first call at "parking lot F5" and, if you want to park another, at "parking lot F6".

Perhaps you yourself have made or received a call that is taking time, while you need to be able to put this call on hold in order to answer waiting operator calls in the meantime.

When you want to put a call on hold in the operator application:

1. Ask the caller (A party) to hold and say that you are temporarily putting the call on hold.
2. Press the F5 key on the keyboard. The parked person hears hold music.

When you want to retrieve a parked call:

1. Press the F5 key on the keyboard. You will now return the call.

If you need to put more than one call on hold at the same time (maximum two), use the F6 key for the second call to be put on hold.

Delete

If a user forgot to change their profiles (which have specific call redirects), if you have been granted access to this feature, you change the user's profile:

When you want to refer/change a user’s profile:

1. Search for the desired person
2. Right-click on the user’s name and select Enter profile. Alternatively click on the Profile tab on the person’s contact card
3. First, select the desired referral profile in the drop-down list
4. Then select the date in the calendar and fill in the time when the user will be available again. (alternatively, check the Until further notice box)
5. Activate the referral profile by pressing Activate

You delete a referral profile by doing the same and selecting the Available profile.

If the user does not have an avatar - it means the contact is an external contact.

In Telavox Operator, there are few ways for you as a telephone operator to handle messages. This way, no important messages risk being forgotten. You can choose between:

1. Sending a text message.
2. Sending an email. 

When you want to send an SMS to a user

1. Search for the person you wish to send an SMS to
2. Right-click on the person
3. Select Send SMS
    

When you want to send an email to a user

Search for the person you wish to send mail to, right-click on the person and select:

1. Search for the person you wish to send an SMS to
2. Right-click on the person
3. Select Send Email

To use mail templates in Telavox Operator, you need to configure them first in the desktop app. Read more by clicking here!

You can use the below template to add a mail template in your operator environment.

Hi [receiver],

[name] with number [number] tried to reach you [date] [time].

Sincerely,

The switchboard

Delete