Operator guide
An operator answers the company's main line and moves calls to the right person. This guide covers the tools an operator uses: the switchboard that shows every active call, the busy-lamp panel for each user's colleagues, and paging and shared parking.
What you can see
Your role decides which tools you have. The built-in roles are:
| Role | Switchboard | Busy-lamp panel |
|---|---|---|
| User | No. The menu entry is not shown. | Yes, for your own keys. |
| Receptionist, Supervisor, Department Admin, Manager, Owner | Yes, for the calls your permissions cover. | Yes, for your own keys. |
The switchboard follows the call-control permission of your role:
- Company-wide: you see every live call in the company.
- For departments: you see the calls that have a person from one of your departments on either side. People who belong to your department through an extra membership count too.
A call that is not in your reach is not shown to you, and you cannot act on it, even if you know its identifier. Every action you take on a call is recorded in the audit log.
Work through the day
- Open Switchboard to see the live calls. The list refreshes every three seconds.
- Take a call that needs a colleague, and transfer it to them.
- Park a call that needs to wait, and tell the colleague who will collect it the slot number.
- Watch the busy-lamp panel to see who is on a call or ringing, and pick up a ringing call from a colleague's key.
- Use paging to announce a message in a warehouse or floor.
Pages in this guide
- The switchboard: the active calls panel and its actions.
- Busy lamps and presence: BLF keys, pickup and message lamps.
- Paging and shared park: paging groups and the shared parking lamp.
Office hours decide what callers hear when the office is closed. See Office hours, breaks and holidays.