The Bridge Operator Console is a powerful tool for your organization's integration with Dialpad. In this manual, we will cover the basic features of this application, as well as some more advanced functionality. We will begin by familiarizing ourselves with the screen.

 

 

At the top left of the application you will find a toolbar with information about your user. This includes options to configure your audio device and hardware settings, and option to search for contacts, and a settings window for the Dialpad app.

 

 

 

Below this user window in the upper left of the screen you will find the 'Make a Call' section. This allows you to access a dialpad to enter a phone number, as well as adjust your caller ID display settings. The drop-down menu to the right allows you to toggle between the 'Make a Call' and 'Send a Message' options.

 

 

 

Below the 'Make a Call' section you will find a window of your recent and favorite contacts within Dialpad. Clicking on one of these contacts will allow you to open a window detailing previous calls, as well as the ability to send a message to these contacts. You also have the option to add these numbers to your contacts.

 

 

 

As a call rings in, you are presented with a window detailing the caller ID information, and including options to 'Answer' 'Screen' or 'Decline'.

 

 

Once a call has been answered, you are presented with several functions to the left of the screen. These include 'Share Your Screen' 'Record' 'Mute/Unmute' 'Hold/Resume' 'Transfer' 'Add' 'Dialpad' and 'Hangup'.

 

 

A list of all current calls will appear at the top of the screen. Calls will display the number, name, status, and duration. You will find additional options to the right including creating or viewing a note or blocking a call.

 

 

To the upper-right of the screen you will find the toolbar and search. The toolbar includes the 'Help' 'Tools' 'View' 'Effects' 'Settings' and 'Full Screen' options. The search windows allows you to enter a user's name or title to search within the directories covered in the next section.

 

 

 

 

The Company Directory will display lists of users. Included are a picture if available, user's status, name, activity, title, and basic call controls including 'Make a Call' 'Transfer' and 'Warm Transfer'. If you are viewing a custom group, you will also find an option to remove a user from that group.

 

 

The toolbar at the bottom of the Company Directory allows you to switch between 'Home Group' 'Company Directory' 'Personal Contacts' 'Microsoft AD' 'Find/Add Users' 'Add New Group' 'Department Calls' and 'Call Center Calls'.

 

 

 

The Contact Card can be accessed by clicking on a user in the Company Directory. This will open the Contact Card as a window to the right of the screen. At the top of this card you will find the 'User Information' section, including details such as office, city, country, timezone, title, and email address.

 

Below the 'User Information' you will find an option to 'Send Quick Message', allowing you to chat with the selected user. Below this section is 'Call Control'. Supported Call Controls include 'Transfer' 'Warm Transfer' 'Transfer to User's Hold Queue' 'Add to Call' 'Park' and 'Display Additional Numbers'.

 

There are additional tabs for 'Related People' 'Notes' 'User's Agenda' and 'Call Center'.

 

 

The 'Contact Centers' section will display a list of the Dialpad Contact Centers that your user is a member of. You will be able to see your current sign-in status as indicated by the icon to the left of this section. The name of these 'Contact Centers' will be displayed, along with the current count of available agents, the count of calls within these 'Contact Centers' and a timer.

 

 

 

The 'Groups' section allows you to access lists of users. These groups can include personal or private groups, shared groups, or Microsoft groups. The tabs to the left of this section allow you to switch between 'Groups' 'Departments' 'Department Calls' 'Offices' 'Call Centers' and 'Call Center Calls'.

 

 

 

 

The 'Dial Box' allows you to enter a number to perform the 'Call' 'Transfer' 'Warm Transfer' or 'Add to Call' functions.

 

 

There are support resources available within the application. From the toolbar at the top of the window, select 'Help'. You will find a link for our Web Chat Support, the option to Open a Trouble Ticket, and Schedule Remote Support. We hope this manual has been informative, please do not hesitate to contact our team if you have any additional questions.