Microsoft Teams Attendant Console User Manual
The Bridge Operator Console is a powerful tool for your organization's integration with Microsoft Teams. In this manual, we will cover the basic features of this application, as well as some more advanced functionality. We will begin by familiarizing ourselves with the screen.
At the top of the window you will find a toolbar with the 'Help', 'Tools', and 'View' drop-down menus. You will also find the 'Audio Devices', 'Settings', 'Search', and 'Change User Presence' options.
Selecting an Audio Device
We will begin by selecting our Audio Device. Click the headset icon highlighted in red to open the 'Audio Devices' window. Select your input and output devices from the drop-down menus, and select 'Save Audio Devices'. Once saved, verify the information shown in the 'Audio Devices' window is correct.
Answering and Managing Calls
Bridge Operator Console for Microsoft Teams makes answering and managing multiple calls simple and intuitive.
Calls currently ringing your device, or calls you have answered will appear in the window to the upper-right of the screen. If there are multiple calls, they will stack in the order received. You can select between calls within this window.
You can verify the selected call in the 'Selected Conversation' box below. This is also where we will find the 'Answer', 'Hang Up', 'Hold', 'Resume', 'Mute', and 'Unmute' functions. Clipboard links to copy the caller's phone number or name are also available.
The Company Directory is the primary window within the application. The search function at the upper-right of the window allows you to search for users within your organization. Additionally, you can select a group to view the users assigned to that group. We will cover groups in more detail in a later section.
How to Transfer a Call
Selecting a user from within the Company Directory will open the Contact Card. Our supported Call Control options are a 'Standard Transfer', a 'Warm Transfer', a 'Safe Transfer', a 'VoiceMail Transfer', and the option to add a user to our current call 'Add to Call'.
If a user has additional numbers, we can use the drop down menu to the right of the Call Control window to access these numbers.
The Contact Card also contains the 'Related People', 'Notes', and 'User's Agenda' sub-menus. Examples of these sub-menus are shown below.
Bridge Operator Console is able to display a list of any Personal Contacts associated with your user. You can flip between the Company Directory and Personal Contacts by using the icons to the left of the window. In this example, it is the purple phone book icon to the left of the user 'Angela Devins'.
My Calls and Queue Calls
The menu in the lower-left of the screen can be toggled to display several lists of information. The Groups are at the top, followed by My Calls, Queue Calls, Actions, and Graphs. We will begin with My Calls and Queue Calls
My Calls will display a list of your previous calls, with the Number, Direction (inbound or outbound), Date/Time, and a call-back icon.
Actions and Graphs
Actions will show users within your organization's recent actions. Here we can see the User, the Number, the Action, and the Date/Time. Graphs will display a basic visual information relating to Calls Today.
Voicemail and Planner
Voicemail is accessible from within the application. You can find the icon within the primary window, below Company Directory and Personal Contacts. We are able to Play, Delete, and Mark as Read any voicemail. Planner will allow the user to view tasks assigned to their user in Microsoft Planner.
Questions or Support
There are support resources available within the application. From the toolbar at the top of the window, select 'Help'. You will find a link for our Web Chat Support, the option to Open a Trouble Ticket, and Schedule Remote Support. We hope this manual has been informative, please do not hesitate to contact our team if you have any additional questions.