Reignmaker REIGNFREE OnScreen Receptionist End User Training

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Reignmaker REIGN-FREE On-Screen Receptionist
End User Training
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Starting On-Screen Receptionist

• Click on the On-Screen Receptionist shortcut on
  your desktop
• Enter the Username Password
• Press Login

this has been set-up to automatically login you
can change this default if youd like
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The Main Interface
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Switchboard Panel
The Switchboard Panel shows all current calls and
their status.
2.1 Link Column 2.2 Line Number 2.3 Call to
(Called party Information) 2.4 Caller ID
information (if available) 2.5 Call
Status 2.6 Time (Call duration) 2.7 Company
Notes Profile Information
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Contact Directory Panel
The Contact Directory shows your employees and
their availability.

• 3.1 Status Indicator
• 3.2 Name
• 3.3 Alphabetical Index
• 3.4 Text-based search filter

3.5 Drop-down Filter 3.6 Search Button 3.7
Reset Button 3.8 Switch View Button
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Call Options Panel
The Call Options section allows you to select
which method youd like to use to contact someone.

• Contacts Extension
• Contacts Mobile Phone
• Contacts Voicemail
• Send a message to a contact
• Other button to access dial pad

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Call Control Panel
Once you have answered a call, the Call Control
panel gives you options on how to handle the call.

• Dial / Send
• Hold/ Unhold the line
• Transfer
• Conference
• End a Call

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Managing Calls

• This section will explain how to perform the
  following actions
• Make a call to a contact
• Make a call to any number
• Make a call using speed dials
• Answering a call
• Placing a call on hold
• Retrieving a call on hold
• Ending a call
• Transferring a call without announcement
• Transferring a call with announcement
• Transferring a call to Voicemail

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Dialing Contacts

• To make a call to a contact use the following
  steps
• Find the contact you wish to call by searching
  the Contacts Directory
• Dial by either
• double-clicking the contact
• select the contact and click Dial
• If you wish to dial the mobile number for the
  contact, select the Mobile button in the Call
  Options panel and click Dial

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Dialing Others

• To make a call to an ad-hoc number (e.g. a person
  not listed in your Contacts Directory) perform
  the following steps
• Select the OTHER button in the Call Options
  Panel. This displays the dial pad
• Enter the number you wish to call by either
  typing the number on the keyboard or selecting
  each number in turn from the dial pad using your
  mouse
• Select the Dial button from the Call Control
  Panel
• The called party phone will ring and the call
  will appear on the switchboard panel as 'Ringing
  (Out)'
• When the call is answered by the destination
  number the call will be connected and you will be
  talking to the contact at that number

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Dialing Others (contd)
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Dialing Speed Dials

• To make a call via speed dial perform the
  following steps
• Select the speed dial grid from the Contacts
  Directory section of On-Screen Receptionist. This
  displays the Speed Dials
• Select the Speed Dial number you want to use from
  the list
• Click the Dial button found in the Call Control
  panel
• The called party phone will ring and the call
  will appear on the switchboard panel as 'Ringing
  (Out)'
• When the call is answered by the destination
  number the call will be connected and you will be
  talking to the contact at that number
• Alternatively double click the speed dial entry
  to make a call to the saved number

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Adding Speed Dials

• To add a speed dial use the following steps
• Open the Speed Dial box by clicking the slider
  entitled Speed Dials
• Click an empty row within that area
• Click the EDIT button in the bottom left of the
  Speed Dial area
• Type in the name and number in the Speed Dials
  Edit dialog that appears
• Save the settings by clicking the OK button
• The information is saved and will not be lost
  when On-Screen Receptionist is closed

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Editing Speed Dials

• To edit a speed dial use the following steps
• Open the Speed Dial box by clicking the panel
  that says Speed Dials
• Click on the name of the speed dial to be edited
• Click the EDIT button in the bottom left of the
  Speed Dial box
• An input box will appear on where the speed dial
  information can be edited
• Change the speed dial settings and save by
  clicking the OK button
• The information is saved and will not be lost
  when On-Screen Receptionist is closed

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Clearing Speed Dials

• To clear a speed dial use the following steps
• Open the Speed Dial box by clicking the panel
  that says Speed Dials
• Click on the name of the speed dial to be cleared
• Click the CLEAR button in the bottom right of the
  Speed Dial box
• The speed dial will no longer be visible

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Answering Calls

• Note that you must have a phone from the
  supported phones list, otherwise undesirable
  behavior may occur (Polycom or Aastra models
  preferred)
• To answer a call perform the following steps
• Double click the incoming call record (row) on
  the Switchboard Panel On-Screen Receptionist will
  then indicate the new Call Status. You may
  proceed to perform Call Control activities such
  as
• Transferring a call
• Placing a call on hold
• Ending a call

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Answering Calls
Below are some exercises on answering calls you
may want to practice.
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Holding Calls
Holding Calls

• Clicking on the Hold button in the Call Control
  Panel allows you to place an Active Call on Hold
• The status of the call should then change to On
  Hold

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Unholding Calls

• To retrieve a held call use the following steps
• Select the call you wish to remove from being on
  hold from the Switchboard Panel
• Press the 'UNHOLD' button available on the call
  control panel
• The call will become active and the Call Status
  in the Switchboard Panel will change from On
  Hold to Active
• Alternatively double click the held call in the
  switchboard panel.

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Ending Calls

• To end a call use the following steps
• Select the call you wish to end from the
  Switchboard Panel
• Click the End button in the Call Control Panel
• The Calling Party will be disconnected when
• the End button is clicked

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Ending Calls
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Blind Transfer Calls

• A blind transfer occurs when a call is
  transferred without an introduction
• To do a blind transfer use the following steps
• Select the call you wish to transfer
• Select the target to which you wish to blind
  transfer the call
• This number maybe the call option for a contact
  from the Contacts Directory, a speed dial or
  another number of your choice using the Other
  dial pad
• Click the Blind Transfer button highlighted in
  the Call Control Panel
• The call is now transferred and will be removed
  from the Switchboard Panel

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Blind Transfer Calls
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Consult Transfer Calls

• A consulted transfer allows the operator to
  announce or introduce the call to the Called
  Party
• A call may be transfer-consulted while active,
  held or ringing (out)
• To do a consulted transfer perform the following
  steps
• Dial the person youd like to transfer the call
  to and let them know whos calling.
• Then, link the 2 calls to be transferred together
  by clicking in the link column in the Switchboard
  Panel
• You need to do this for both calls, thereby
  identifying the calls being linked
• Click the Consulted Transfer button highlighted
  in the Call Control Panel
• The calls are now transferred and will now be
  removed from the Switchboard Panel

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Consult Transfer Calls
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Voicemail Transfers

• Please refer to the Blind Transfers section,
  the process is identical to Voicemail Transfers

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Searching Contacts

• On-Screen Receptionist lets you search for
  contacts in the following ways
• Keyword search
• Alpha-index search

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Keyword Search

• To undertake a keyword search perform the
  following steps
• Click inside the Text Search area of the Contacts
  Directory
• Enter a keyword (or part thereof)
• Select a search criteria filter from the Search
  Criteria Filter Drop Down area section of the
  Contacts Directory
• Available criteria filters are
• Full name - a combination of the first and last
  name (default)
• First Name
• Last name
• Title
• Department
• Phone Number
• Notes
• The Phone number option will search for a
  matching contact's extension
• number or mobile number
• Press the Search button
• On-Screen Receptionist returns filters to the
  contacts matching the search criteria in the
  Contacts Directory

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Alpha-Index Search

• To undertake a column search use the following
  steps
• Click the top of a column in the Contacts
  Directory to order the contacts in an ascending
  order for that column
• Click the column again to order the contacts in a
  descending order
• Alpha-Index Searching
• To perform an alpha-index search use the
  following steps
• You can refine the search via the alphabet
  display by pressing the starting letter of the
  contacts name (or title or department in the
  case of sorting by those columns respectively)

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Keeping Notes

• The On-Screen Receptionist allows you to keep
  helpful notes in several ways
• Company Notes
• Company Profile
• Contact Notes

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Company Notes

• Located on the right hand side of the Switchboard
  Panel
• To modify content in the Company Notes area use
  the following steps
• Open the Company Notes area by clicking on the
  slider that contains the words COMPANY NOTES
• Click the text area and type to add/edit/delete
  content
• The content is saved and will be available when
  On-Screen Receptionist is started next time

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Company Profile

• Located on the right hand side of the Switchboard
  Panel
• To modify content in the Company Notes area
  perform the following steps
• Open the Company Profile area by clicking on the
  slider that contains the words COMPANY PROFILE
• Click the text area and type to add/edit/delete
  content
• The content is saved and will be available when
  On-Screen Receptionist is started next time

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Contact Notes

• To retain notes specific to an individual contact
  perform the following steps
• Select the contact record (row) you want to leave
  a note beside from the Contact Directory while in
  detail view (as shown below)
• Double click the NOTES cell (text area) for the
  required contact record (row)
• Type the notes you wish to store
• The content is saved and will be available when
  On-Screen Receptionist is started next time

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Options Dialog

• The Options dialog box is used to configure
  settings and preferences
• The dialog box displays the following categories
• General
• Accounts
• Connection
• Messaging
• Day/Night Mode
• Theme
• About

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Accounts

• Click on the CONNECTION tab to configure the
  connection information required to connect to
  your service provider

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Connection

• Click on the CONNECTION tab to configure the
  connection information required to connect to
  your service provider

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Messaging

• Click on the MESSAGING tab to configure the email
  server details required to send email messages

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Call History

• These records include
• Missed calls
• Received calls
• Dialed numbers
• Average hold time
• Transfer count
• To access this information simply click the
  button in the Menu Panel of
  On-Screen Receptionist
• To change your Call History archiving go to the
  OTHER tab within the OTHER dialog box

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Dialed, Received, Missed Calls

• To see calls click the DIALED CALLS, RECEIVED
  CALLS or MISSED CALLS tab
• Records contain the following information for the
  time period you choose
• The name of the person called for internal
  numbers (where available from the company
  directory)
• The number of the person called for external
  numbers, or the internal number when no name is
  available
• The start time of the call
• The duration of the call in minutes and seconds

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Other (Call History)

• Transfer Count Average Hold Time To see the
  number of transfers and the average hold time
  click the OTHER tab
• Setting the observed time period . To change the
  Observed Time for any of the Call History Records
  use the following steps
• Click the drop down arrow next to start date
• Select the required start date from the calendar
• Set the end date using the same steps
• Press the APPLY button

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Glossary
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Keyboard Shortcuts
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Keyboard Shortcuts
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Keyboard Shortcuts
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Keyboard Shortcuts
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Keyboard Shortcuts