PeterConnects Receptionist is a powerful state-of-the-art telephone operator console – that is designed to work flawlessly with the BroadWorks platform.
Managing and processing multiple incoming phone calls has never been easier.
Receptionist, from PeterConnects, is a telephone operator console that streamlines call handling from a single, integrated ‘pane of glass’.
A web-based, cloud-hosted application, this powerful tool offers a range of smart features that are designed to optimise efficiencies, reduce customer friction, and improve the overall caller experience.
It’a now available on BroadWorks and can be purchased via our global partner network.
Receptionist is currently available for Webex Calling and BroadWorks.
Improving call handling
Those who regularly handle calls will immediately experience the benefits offered by Receptionist. Features such as contact management, contact monitoring, queue management and retrieval are simple and straightforward.
Add the Receptionist to the tools you’re already using.
Our partner’s clients know better than anyone that a call can make or break a customer’s experience. We make it easier for them to make it a positive one – every time – thanks to:
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Functionalities
Receptionist for BroadWorks
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Essentials
Advanced
Premium
Ultimate
Manage Calls
Dial Contact
Select contact in Omnidirectory en press Dial button
Support for multiple directories
Data provided by Broadsoft API will be combined in a single view. Actual Content depends on data provided by Broadsoft APIs
Call logs
Administration of inbound, outbound and missed calls
Dial alternate number
Dail alternate number listed in contact details
Dial Ad Hoc Number
Enter number in searchbox and press dial
Dial from History
Click contact in history to dial
View current Calls
Call are shown in the conversation pane
View incoming call details
Click on a call to display context info
Open URL
Generic web page widget
Answer call
Answer a call
Pick up call
Answer a call incoming for someone else
Enable call waiting
Implement as a setting in the user preferences
Hold call
Hold a call, caller cannot speak
Resume call
Resume a call, caller can speak again
Decline call
Decline a call ringing on agent's phone
End call
Terminate a call
Transfer Calls
Supervised transfer
At PeterConnects, we name this blind transfer
Consulted transfer
Call destination, then transfer call to this destination
Transfer to voice mail
Display voicemail as a OmniDir entry, make it selectable as a destination
Transfer to Queue
Queue will be visible in OmniDir, make it selectable as a destination
Indicate recalled calls
Calls recalled to the Receptionist are indicated (fallback)
Manage Conference calls
Three-way call
Answer a call, put caller on hold, dial destination, add caller to the active call
Park and Camp calls
Camp on busy contact
If destination is busy, as for confirmation to camp call or cancel the transfer. Call will be removed from conversation area
Recording
Record call
Pause recording a call
Stop recording a call
Support for call recording modes
Supported recording modes: On Demand with User Initiated Start, Always, Always with Pause/Resume, On Demand, On Demand with User Initiated Start, Never
Email and Calendar
Send e-mail to contact
Send a call-back reminder email
Support for email templates
Choose language by selecting one of the predefined mail templates
View Office 365 calendar
Display calendar information from Office 365
View Google Suite calendar
Display calendar information from Google Suite
Manage Contacts
Monitored group contacts
Visible group contacts will automatically be monitored
Supported group contacts
Number of visible contacts in OmniDirectory is limited in Essentials and Advanced edition
View directory content
Combined list of contacts named OmniDirectory
Search contacts
Search in OmniDirectory
Contact notes
Create personal notes for a contact
Personal contacts
Create/delete personal contacts
Edit personal contact
Edit personal contact
Display and sort favorites
Mark contacts as favorites, display and sort favorites
Most recently used contacts
Display most recently used contacts
Filter by contact type
Limit phone book view to contacts of a specific contact type
Custom directories
Select a custom directory as source for the contact list
Multi-column display for contacts
Display contacts across multiple columns
Support for virtual OnNet users
Monitor Contacts
Automatic hook state monitoring
Automatically monitor hook state of visisble contacts
Automatic presence monitoring
Automatically monitor presence state of visible contacts
Visualize presence and hook states
Display aggregated status, with details in tooltip
View DND state of contacts
View do-not-disturb status of entries in contact list
View CFA state of contacts
View call-forward-always status of entries in contact list
Widgets
Call history widget
View receptionist call history
Contact information widget
Detailed contact information
Call flow history widget
Detailed flow of the current call as well a call history of current caller
Contact notes widget
View contact notes
Web page widget
Generic web page widget
Twitter widget
Display a public twitter feed
Calendar widget
View Office365 or Google Suite calendar
Custom widgets (SDK)
SDK to create custom widgets
Receptionist functionality
View call history
Global call history, displayed as homepage widget
View flow of current call
Select primary device
Select primary device for answering and starting calls
Set personal CFA state
Set and view personal call-forward-always state
Set personal DND state
Set and view personal do-not-disturb state
Queue functionality
Manage queues
Configurable in User Preferences
Select queues (call centers) to monitor
subscribe / unsubscribe to a queue
Receive call from queues
View calls on joined queues
View calls on monitored queues
Retrieve call from queue
Transfer call to ad hoc number
Transfer call between queues
Set initial ACD state
Set current ACD state
Set ACD state on sign-out
Administration
Administration portal
Access to separate administration environment
Configure SMTP server
Configure custom SMTP server, enables sending email from standard email account
Configure Office connectors
Configure Office 365 or Google Suite connectors for calendar information
View application messages
View history of application messages (errors and warnings)
User experience
Modern web interface
Remember username checkbox
Forgot password link
Default, dark and high contrast theme
Support for light and dark color scheme. High contrast is intended for users with a visual impairment
What's new
Overview of new features included in the current release
Tabbed layout for context information
Organize context panes in tabs resulting in a fixed area for widgets
Set display language
Select user-interface language from a list of predefined languages
Set date and time format
Select date and time format form a list of predefined formats
BroadWorks partner options
Branding support
Support partner specific branding
Support multiple frontend connections
Separate Receptionist URLs for each brand
Support multiple backend connections
Support for multiple XSI URLs and context paths
Expose functionality by edition
Limit functionality by edition (Essentials, Advanced, Premium)
OAuth 2.0 authentication
Industry-standard OAuth 2.0 proven and trusted security framework
Custom, localized user manuals
Support for localized, partner specific user manuals
Intuitive user-interface
Receptionist is super simple to access thanks to a single user-friendly one-screen system
Drag and drop call transfer
Our ‘Drag and Drop’ feature makes call transfers easier, faster, and more accurate than ever before
Calendar integration
Get a real-time overview of your colleagues’ calendars
Call-back reminders
Send call-back reminders to unavailable colleagues containing all of the necessary information
Queue support
A call from queues can be received, or a call to an ad hoc number can be transferred
Perfect For Every Organization
If you’re looking for a high-performance communications platform – which your customers will love – then take a look at what Receptionist has to offer. The benefits include:
Intuitive and modern customizable interface
Future-proof: new functionalities are added regularly
User friendly: call back reminders and contact notes
Widgets library available
We offer PeterConnects’ Receptionist module to customers via an extensive partner network. Users find the modern interface intuitive and simple to use, and they find that the additional functionalities not only make call handling easier, it also enables them to focus on the caller’s needs.
