Operator console

To have access to the Operator console, the FortiVoice system administrator must assign the operator role (Phone System > Profile > User Privilege > Operator Role) to your extension.

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

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

This section includes the following topics:

• Logging in and logging out of the Operator console
• Managing active calls
• Making a call
• Managing parked calls
• Checking the directory
• Managing hotel room status

Logging in and logging out of the Operator console

To log in to the Operator console

1. Go to the top of the user portal window and click Operator console .

To log out of the Operator console

1. Click one of the following options:
   1. Go to the User portal.
   2. Go to the Call center console, if your extension includes this privilege.
   3. Log out of the Operator console.

Managing active calls

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

Icon	Description
	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 the 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:

• Right-click an extension from the Directory widget and click Call.
• Click Call 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.
2. The call appears in the Parked Call widget of the Operator console.
3. In the list of the Parked Call widget, one of the users of the Operator console can then select the call, and click Unpark. The phone of that Operator console user rings with the parked call.
4. To refresh the list of parked call, 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

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 of your extension with the Operator Role - Hotel room active (Phone System > Profile > User Privilege).

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

This section includes the following topics:

• Showing the Room Status widget
• Checking the PMS connection status
• Checking the room setting status
• Editing room settings for a single room
• Editing room settings for multiple rooms
• Setting up or editing a wake up call

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. Go to Add Content > Room Status.

   The Operator console shows the Room Status widget.

Checking the PMS connection status

The Room status widget can give you an indication of the connection status of FortiVoice with the PMS.

Checking the room setting status

The Room Status widget uses dots with the following colors:

• Red: Shows that the room setting is disabled.
• Green: Shows that the room setting is enabled.

Editing room settings for a single room

1. Select the row of the room that you want to edit.
2. In the first column, select the check box.
3. Click Edit.
4. Edit one or more of the following settings, as required:

   GUI field	Description
   Number	The extension number of the room. This field is read-only.
   Room	Click to edit the hotel room number.
   Location	Click to enter a room location.
   Checkin status	Enable the status as Checked-out or Checked-in.
   Guest name	Enter the name of the guest for this room. This option is available only if Checked-in is enabled.
   Privilege	Select the phone call restriction (internal, local, or long distance) or option (1, 2, 3) for the room. The FortiVoice administrator sets privileges on the FortiVoice phone system (Phone System > Profile > User Privilege). This option is available only if Checked-in is enabled.
   DND	Select if the guest of the room does not want to be disturbed. This option is available only if Checked-in is enabled.
   VIP setting	Select to set the guest as a VIP. Specific VIP treatments are determined by each hotel.
   Room condition	Select the cleaning status of the room. You can add a new code or edit the current one: To add a new code, click New. To edit an existing code, select the code and click Edit. Select the protocol for connecting to your PMS. Enter a code number. Enter the code description. Click Create.

5. Click OK.

Editing room settings for multiple rooms

1. Select more than one room in the list.
2. When you select multiple rooms that have one or more identical settings, then you can edit those settings. Available settings can include:
   • Check-in
   • Check-out
   • Privilege
   • Room condition
   • Room setting
   • VIP setting

     Example of available settings for rooms 7712 and 7713:

     

3. Select the setting that you want to edit.
4. Depending on the setting, confirm the change by clicking Yes or Apply to All.

Setting up or editing a wake up call

1. Go to the row for the room that wants a wake up call.
2. In the Wake Up column, click wake up .
3. To create a new wake up call, click New.

   To edit a wake up call, locate and expand the date in the Agenda list, and click on the wake up entry.

4. Edit the fields, as required.
5. Click Create or OK, as applicable.