Using the Operator Panel to Optimize Call Management for Receptionists and Supervisors

Using the Operator Panel to Optimize Call Management for Receptionists and Supervisors

Using the Operator Panel to Optimize Call Management for Receptionists and Supervisors

Regardless of the industry or company size, the phone receptionist plays an important role in ensuring that calls flow properly. From simple call distribution to more sophisticated operations. These tasks can be done in a whole new way with the help of an advanced operator panel. Moreover, supervisors can also use it to simultaneously keep tabs on call details of different group members and manage them accordingly, making call management more straightforward. So, how exactly does an operator panel work?

Introducing Yeastar Operator Panel

Yeastar Operator Panel is a full-featured web-based console designed for SMEs that have receptionist and supervision requirements to achieve next-level call management efficiency and flexibility. This easy to use tool gives you a graphical, holistic view and complete control of the call activities in your company in real-time, including who is available at the moment, the duration of ongoing calls, how long an incoming call rings, which destination a call is directed, and much more.

Highlights of Yeastar Operator Panel

  • Accessible from the comfort of your web browser.
  • Clean and straightforward interface design, easy to understand at a glance.
  • Included for every P-Series PBX user. No cap on the number of users.
  • No license is required. No need to download or install anything.
  • A simple drag-and-drop operation to help you quickly handle calls.
  • Allow for multiple users with permissions to sign in and out as operators.
  • Support for switching status directly when the user is unavailable to avoid missed calls.

How receptionists and supervisors can benefit from the Operator Panel

For receptionists:

As major users of operator panels, receptionists can use it to simplify the process of dispatching and managing calls, improve responsiveness, and streamline both internal and external call flows.

  • See real-time statistics of internal calls, inbound calls, and outbound calls.

Right on the Operator Panel, you can see all the callers, callees, status of whether a call is answered or not, duration of the current status, and other details, giving you a general overview of the overall call activities in your organization and allowing you to make specific operations on a particular call. The Operator Panel actually visualizes all business calls, making call management not only more efficient but also more user-friendly.

  • View and switch the presence status of extensions.

The extension list displays detailed information about the extension groups shared with you. You can have a clear view of the members in each extension group as well as their availability all at once. With certain permissions, you can even click the status indicator of each extension to switch among Available, Away, Business Trip, Do Not Disturb, Lunch Break, and Off Work. In addition, hover your mouse over any extension, detailed presence status, and voicemail status will also pop up. Besides extension details, you can also check the number of available agents in any ring group and queue here.

  • Redirect and transfer calls directly to the destination extension, ring group, queue, or voicemail.

If a call has been waiting for a long time and remains unanswered, to avoid a poor customer experience, you can simply redirect it to another extension, ringing group, queue, or extension voicemail. In another case, when a customer calls in and gets greeted by the IVR, but hasn’t reached an appropriate destination yet, you can bypass the IVR menu and transfer it directly. These operations can be done with a few mouse clicks, or even by dragging and dropping.

  • Park calls and retrieve parked calls.

On the Operator Panel, you can put someone on hold to let anyone in your company retrieve the call on their phones. Say a customer calls in for a sales inquiry. Knowing that your sales team are all occupied, you can park the call on an automatically assigned parking number or a specific parking number and informs all sales of it. Anyone who is available can dial the parking extension number to take the call, or directly retrieve on the Operator Panel if they are given the permission to access it.

  • Switch Business Hours and Holidays

Most companies use different strategies to respond to incoming calls during business hours, outside business hours, and on holidays. The receptionist can quickly switch among them as needed directly from the Operator Panel. For example, switch to Outside Business Hours in case of an emergency during business hours, or switch flexibly before and after holidays, and all incoming calls will be directed to different destinations based on your settings.

For supervisors:

Supervisors can stay in control of real-time call activities and provide training if necessary.

  • Monitor recording status, pause, or resume call recording.

You can quickly start to record your own call or group members’ on the Operator Panel to review some important conversation later, comply with regulations, and enhance performance. Similarly, if call recording is enabled on your system, directly pause anyone right here if you find it necessary to protect sensitive information from being recorded, such as credit card payment details.

  • Monitor your group members’ conversations.

Supervisors usually use call monitoring to check on employee performance, improve customer service, and provide additional training and instruction. For instance, to ensure quality customer service, as a supervisor, you might listen in on any conversations between your group members and customers shown on the Operator Panel. When dealing with a major customer call, you can even perform Barge or Whisper directly here to join the call or talk to your group member without letting customers know. It’s a practical way to help group members make vital decisions and supplement their knowledge.

Note: User types and permissions need to be configured before using the Operator Panel. Here are the configuration guide and user manual for your reference


See Yeastar Operator Panel in Action

The Operator Panel is included in Yeastar P-Series PBX System and totally free for every user. Yeastar P-Series PBX System is a PBX-Plus-More solution that goes far beyond any average PBX, introducing not only operator panels, but also call center solutions, UC clients, and a range of smart features to help SMBs cope with more sophisticated communications challenges while improving overall productivity. If you would like to take a closer look at the Operator Panel or the P-Series, schedule a demo now and we’ll walk you through it.

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Instantaneously receive user login credentials via email once the extension has been deployed by the adminstrator.

Log in conveniently via any web browser for access to the user portal.

Integrations

Integrate various CRM software for better customer service and satisfaction.

Enable transcription of audio messages into text with integration of third-party transcription service.

Enable API for integration with various third-party integrations for advanced performance such as call center and hotel reception services.

System

Provision email SMTP and template settings for event notifications to be sent out.

Manage storage allocation and duration of various types of data being stored on the PBX.

Determine the types of event notifications to be sent out, and the parties receiving them.

IVR

Add various audio voice prompts to be played according to different call scenarios.

Add voice prompts on multiple levels for more effecient and precise inbound call routing.

Voicemail

Customize default voicemail settings for each user extension.

Add various voicemail messages for allocation to different call scenarios and users.

Provision specific rules to how voicemail messages are played over the PBX system for better caller experience.

Reports and CDR

All call log activities are stored, with the option of having audio conversations recorded by default or for specific extensions.

Use intuitive visual call reports, to check various call statistics over extensions, trunks, queues, ring groups, and more.

Call reports can be viewed and downloaded directly from the PBX, or scheduled to be sent via email to respective parties.

Security

Restrict a general group or specific IP addresses to prevent unauthorized access to your PBX.

Limit the number of otbound calls users are allowed to make within a time period to protect against toll fraud.

Restrict certain country codes for outbound calls either company-wide or on certain extensions.

User Login

Determine extension ranges for different functions.

Define use of different voice prompts depending on call scenarios or intended function.

Provision basic and advanced SIP settings to be used on the PBX.

Recordings

Record all calls made on specified trunks, including inbound and outbound calls.

Recordings

Record all calls made on specified extensions, conferences, or call queues.

Paging and Intercom

Create different types of paging and intercom broadcast groups for selected extensions.

Set a time schedule to automatically start your broadcast.

Maintenance

Check for and download firmware upgrades to ensure that your PBX is always up-to-date.

Perform back-ups to prevent data and settings from getting lost.

Perform troubleshooting on your own to debug.

Conference

Pre-set conference settings and dial-in passwords for security, and allow internal users to send conference invites to external parties.

Speed Dial

Create multiple speed dial numbers to respective external numbers frequently used for outgoing calls.

Speed dial is activated when the set prefix (default or customized) is dialed.

Ring Group

Create multiple ring groups and determine custom ring strategies and failover settings for each.

Call Queue

Create different call queues with specific ring strategies and failover settings.

Static agents permanently answer calls in queue, while dynamic agents can log in and out. Allocate different extensions to each group.

Determine what actions are to be allowed for Mangers or Agents to manage on the Queue Panel.

Call Control

Have calls received on specific SIP trunks routed to designated extensions or destinations within the PBX.

Set-up dial patterns so that outbound calls are routed to their intended destinations.

Determine how calls are routed and received at different times of a day.

Contacts

Store, retrieve, and share company contact details easily on your PBX.

Organize company contacts into dedicated phonebooks and determine accessibility rights to extension groups for each.

Bulk import a list of contacts instead of having to key details in individually.

Role and Client Permission

Pre-defined user roles within the PBX are conveniently available for allocation, or create your own set of permissions.

Restrict users from viewing specific extensions, departments, or extension groups with Extension Visibility.

Allow or resrict specific users from managing or viewing certain company contacts

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IP Phones can be quickly provisioned to your Yeastar PBX with just the pre-defined template and device MAC address.

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Register multiple SIP trunks on a single PBX as needed.

Different types of trunks can be created, Caller ID can be customized.

Extensions

View, deploy, add, and remove user extensions within your PBX system.

Configure default call and user settings for individual extensions.

Customize allocation of user extensions to specific ring groups.

Portal Login Page

Receive your administrator log-in credentials and set-up guide via email.

Log-in on any web-browser to get started with PBX set-up.

Installation Wizard will guide you through basic configurations.

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Access all company contacts made available to you by the administrator.

Create your own personal contacts list for easy reference and dialing.

Bulk import contact details for convenient data entry.

User Login

Access and manage user settings for softphone application and voicemail.

Manage call routing and presence status for your individual extension.

Retrieve or download your personal call logs and recordings.

User Login

Receive your log-in credentials and set-up guide via email, sent by your admin.

Log-in on any web-browser to get started with PBX set-up.

Configure contacts and personal settings from the web portal.

Auto Provision

Add, remove, or modify IP phone settings from your web interface.

Upgrade IP phone firmware conveniently from your PBX.

Upload various default setting parameters specific to respective IP phone models for greater convenience during set-up.

Contacts

Store, retrieve, and share company contact details easily on your PBX.

Have detailed contact information for your vendors and clients conveniently stored .

Bulk add a list of contacts instead of having to key details in individually.

PBX Monitor

Monitor the status extensions, whether they aren idle, in use, or unavailable.

Know whether your SIP Trunk running properly, or experiencing problems.

Monitor the number of call conferences currently running on your PBX, and their individual durations.

Maintenance

Check for and download firmware upgrades to ensure that your PBX is always up-to-date.

Perform back-ups to prevent data and settings from getting lost.

Perform troubleshooting on your own to debug.

Call Detailed Report

All call log activities are stored, with the option of having audio conversations recorded by default or for specific extensions.

Filter by date, time, or extension number to retrieve specific call logs or recordings

Playback call recordings directly from the PBX or download to store externally.

Event Center

Determine what events and logs are to be recorded and/or have notifications sent.

Specify particular notifications to be sent to respective authorized personnel.

User Permission

Set up vaious groups of users for allocation to certain sets of access rules.

Determine what features a certain group of extensions can or cannot access.

Determine if users can access, play-back, or download call logs and recordings from the pbx.

Security

Restrict a general group or specific IP addresses to prevent unauthorized access to your PBX.

Determine specific the range of SIP ports for connection between your PBX and endpoints.

Restrict country codes for outbound calls either company-wide or on certain extensions.

Voice Prompt

Upload and designate customised audio recordings at multiple levels of a call journey.

Upload recorded music to fill the silence that would be heard by callers on hold.

Upload customised voice prompts to create a professional call experience.

General

Customize general call preferences either company-wide or for individual extensions.

Set-up feature dial codes for convenient user navigation to specific call features.

Determine how voicemails are retrieved, and also upload custom voicemail recordings.

Call Features

Add multiple automated responses to be played at different phases of a call journey.

Designate specific extensions to ring concurrently based on an external caller's dial pattern.

Customize messages and waiting times to keep external callers engaged when put on hold.

Call Control

Have calls received on specific SIP trunks routed to designated extensions within the PBX.

Set-up dial patterns so that outbound calls are routed to their intended destinations.

Determine how calls are routed and received at different times of a day.

Trunks

Register multiple SIP trunks on a single PBX as needed.

Provision SIP trunk settings and dedicate them to particular extensions.

Bulk add DDIs on each SIP trunk, for allocation to an individual or groups of extensions.

Extensions

View, deploy, add, and remove user extensions within your PBX system.

Allocate and deploy specific extension numbers to respective users via email.

Set-up default ring and presence status settings for individual users.

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