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Using the operator console

Note

To have access to the Operator console, the FortiVoice system administrator must update the user privilege profile assigned to your extension to enable the operator role (Phone System > Profiles > User Privileges).

In the Operator console, you can perform the following tasks:

  • Process phone calls on the web as your organization’s phone operator.
  • Manage the status of hotel rooms.

Opening the operator console

To open the Operator console, go to the top of the user portal window and click Operator console .

Showing a widget

If you close a widget in the operator console and want to make it visible again, then perform this procedure: 

  1. Click Setting.

  2. Select Add Content and the widget that you want to show. If the list is empty, then all the widgets are already showing.

Managing active calls

When an active call appears in the Active Call widget, you can select the call and click one of the icons at the top of the widget to:

  • Pick up the call.
  • Hang up the call.
  • Transfer the call by dragging and dropping it to an extension (or the voicemail of an extension) in Idle, In Use, Busy, Ringing, or On Hold status in the Directory widget.
  • Park the call.
  • Hold the call.

In the Active Call widget, you can filter calls by category, direction, and status. The Call filter has the following options:

  • All: Displays all phone calls.
  • Short: Displays ringing calls and calls to and from the operator extension.
  • Mine: Displays calls to and from the operator extension.

Making a call

If you need to make a call as your organization's phone operator using the operator console, then you can do one of the following actions:

  • In the Directory widget, right-click an extension and click Call.
  • Click and either enter or select an extension to call.

The Active Call widget shows the extension that you are calling.

Managing parked calls

Here is how the Parked Call widget works:

  1. An extension parks a call on the system.

    The call appears in the Parked Call widget.

  2. In the list of the Parked Call widget, one of the users of the operator console can select the call and click Unpark.

    The phone of that operator console user rings with the parked call.

  3. To refresh the list of parked calls, click Refresh .

Checking the directory

The Directory widget lists the extensions for your organization. You can filter the extensions by user, group, conference, location, and type.

Managing hotel room status

Note

Prior to accessing the Room Status widget, make sure that the FortiVoice system administrator performs the following tasks on the FortiVoice phone system:

  • Load the hotel management license.
  • Configure the hotel management settings. For details, see the Working with Property Management System section in the FortiVoice Phone System Administration Guide.
  • Set the user privilege (Phone System > Profile > User Privilege) with the Operator Role - Hotel room active and then apply that user privilege to your extension (Extension > Extension > IP Extension).

The Room Status widget shows hotel room statuses related to the information available or updated on the FortiVoice phone system under Hotel Management > Room Status.

After connecting the property management system (PMS) with the FortiVoice unit and enabling the PMS on the FortiVoice unit, all hotel room extensions appear on the FortiVoice unit.

Showing the Room Status widget

If the Room Status widget is not visible, then perform this procedure to show this widget:

  1. Click Setting.

  2. Select Add Content > Room Status.

Configuring the status of multiple hotel rooms

  1. In the Room Status widget.
  2. Select more than one room in the list.

    Depending on the situations of the rooms you select, the Check in, Check out, Privilege, Condition code, and Guest status buttons become active.

  3. Click a button to batch-configure the room status and apply it to all rooms.

Configuring the status of a single hotel room

  1. In the Room Status widget.
  2. Select a room extension and click Edit.
  3. Configure the following:

    GUI field

    Description

    Number

    The extension number of the room. You can click the number and modify it if required.

    Guest phone

    Select to bind the extension with the room and make the room a guest room.

    Room

    The hotel room number. You can click the number and modify it if required.

    Location

    Click to enter the room location.

    If you have selected Guest phone, configure the following:

    Checkin status

    Choose the room status to configure: Checked-out or Checked-in.

    Guest name

    Enter the name of the guest for this room.

    This option is available only if the Checkin status is Checked-in.

    Privilege

    Select phone call restriction (internal, local, or long distance) and user privilege (option 1, 2, 3) for the room. For information on setting user privileges, see FortiVoice Phone System Administration Guide.

    DND

    Select if the guest of the room does not want to be disturbed.

    This option is available only if the Checkin status is Checked-in.

    Room condition

    Select the cleaning status of the room. You can add a new code or edit the current one. For more information, see Setting room condition codes .

  4. Click OK.

Setting room condition codes

  1. In the Room Status widget.
  2. Click New for Room condition to add a code or select an existing code and click Edit to modify it.
  3. Select the protocol for connecting to your PMS.
  4. Enter a code number.
  5. Enter the code description.
  6. Click Create.

Using the operator console

Note

To have access to the Operator console, the FortiVoice system administrator must update the user privilege profile assigned to your extension to enable the operator role (Phone System > Profiles > User Privileges).

In the Operator console, you can perform the following tasks:

  • Process phone calls on the web as your organization’s phone operator.
  • Manage the status of hotel rooms.

Opening the operator console

To open the Operator console, go to the top of the user portal window and click Operator console .

Showing a widget

If you close a widget in the operator console and want to make it visible again, then perform this procedure: 

  1. Click Setting.

  2. Select Add Content and the widget that you want to show. If the list is empty, then all the widgets are already showing.

Managing active calls

When an active call appears in the Active Call widget, you can select the call and click one of the icons at the top of the widget to:

  • Pick up the call.
  • Hang up the call.
  • Transfer the call by dragging and dropping it to an extension (or the voicemail of an extension) in Idle, In Use, Busy, Ringing, or On Hold status in the Directory widget.
  • Park the call.
  • Hold the call.

In the Active Call widget, you can filter calls by category, direction, and status. The Call filter has the following options:

  • All: Displays all phone calls.
  • Short: Displays ringing calls and calls to and from the operator extension.
  • Mine: Displays calls to and from the operator extension.

Making a call

If you need to make a call as your organization's phone operator using the operator console, then you can do one of the following actions:

  • In the Directory widget, right-click an extension and click Call.
  • Click and either enter or select an extension to call.

The Active Call widget shows the extension that you are calling.

Managing parked calls

Here is how the Parked Call widget works:

  1. An extension parks a call on the system.

    The call appears in the Parked Call widget.

  2. In the list of the Parked Call widget, one of the users of the operator console can select the call and click Unpark.

    The phone of that operator console user rings with the parked call.

  3. To refresh the list of parked calls, click Refresh .

Checking the directory

The Directory widget lists the extensions for your organization. You can filter the extensions by user, group, conference, location, and type.

Managing hotel room status

Note

Prior to accessing the Room Status widget, make sure that the FortiVoice system administrator performs the following tasks on the FortiVoice phone system:

  • Load the hotel management license.
  • Configure the hotel management settings. For details, see the Working with Property Management System section in the FortiVoice Phone System Administration Guide.
  • Set the user privilege (Phone System > Profile > User Privilege) with the Operator Role - Hotel room active and then apply that user privilege to your extension (Extension > Extension > IP Extension).

The Room Status widget shows hotel room statuses related to the information available or updated on the FortiVoice phone system under Hotel Management > Room Status.

After connecting the property management system (PMS) with the FortiVoice unit and enabling the PMS on the FortiVoice unit, all hotel room extensions appear on the FortiVoice unit.

Showing the Room Status widget

If the Room Status widget is not visible, then perform this procedure to show this widget:

  1. Click Setting.

  2. Select Add Content > Room Status.

Configuring the status of multiple hotel rooms

  1. In the Room Status widget.
  2. Select more than one room in the list.

    Depending on the situations of the rooms you select, the Check in, Check out, Privilege, Condition code, and Guest status buttons become active.

  3. Click a button to batch-configure the room status and apply it to all rooms.

Configuring the status of a single hotel room

  1. In the Room Status widget.
  2. Select a room extension and click Edit.
  3. Configure the following:

    GUI field

    Description

    Number

    The extension number of the room. You can click the number and modify it if required.

    Guest phone

    Select to bind the extension with the room and make the room a guest room.

    Room

    The hotel room number. You can click the number and modify it if required.

    Location

    Click to enter the room location.

    If you have selected Guest phone, configure the following:

    Checkin status

    Choose the room status to configure: Checked-out or Checked-in.

    Guest name

    Enter the name of the guest for this room.

    This option is available only if the Checkin status is Checked-in.

    Privilege

    Select phone call restriction (internal, local, or long distance) and user privilege (option 1, 2, 3) for the room. For information on setting user privileges, see FortiVoice Phone System Administration Guide.

    DND

    Select if the guest of the room does not want to be disturbed.

    This option is available only if the Checkin status is Checked-in.

    Room condition

    Select the cleaning status of the room. You can add a new code or edit the current one. For more information, see Setting room condition codes .

  4. Click OK.

Setting room condition codes

  1. In the Room Status widget.
  2. Click New for Room condition to add a code or select an existing code and click Edit to modify it.
  3. Select the protocol for connecting to your PMS.
  4. Enter a code number.
  5. Enter the code description.
  6. Click Create.