New - TeamHub Operator Console FAQs

Operator Console is a powerful call control dashboard integrated directly within TeamHub. It offers a more user-friendly and intuitive interface than Business Voice's Application Framework and CommUnity's HUDweb, designed to enhance productivity and streamline call handling. While it maintains the same core functionality, it delivers improved workflows for a more efficient user experience.

There are no additional licensing costs for users with an active TeamHub license. System administrators will need to manually assign the Operator Console license from the admin interface to enable access for users assigned to the receptionist role.

The Operator Console is specifically designed for advanced call handling of incoming calls and receptionist duties. It does not include queue management functionalities, which remain a core component of our dedicated CX Contact Center solution and CommUnity's Departmental Call Center.

The operator console can be configured to show calls based on the user's assigned locations. The contact list displayed is the same as in the TeamHub Talk app, meaning users will only see the locations they have access to.

This is not currently supported. Privacy-related updates will be considered for future development.

You can filter contact cards and view who is busy or offline. However, you cannot hide status messages.

Call stealing or 'call takeover' works without additional permissions. Anyone with an Operator Console license can intercept calls.

There has been no testing for MS Teams integration. While it might work, it requires further development for official compatibility.

Operator Console is a powerful call control dashboard that is integrated directly within TeamHub. It offers a more user-friendly and intuitive interface compared to the previous tools such as Business Voice's Application Framework and CommUnity's HUDweb. This new console is designed specifically to enhance productivity and streamline call handling processes for users. While it maintains the same core functionality as its predecessors, it delivers significantly improved workflows, resulting in a more efficient and effective user experience.

There are no additional licensing costs for users who already have an active TeamHub license. However, system administrators must manually assign the Operator Console license through the admin interface. This step is necessary to enable access for users who are assigned to the receptionist role, ensuring that only authorized personnel can use the console's features.

The Operator Console is specifically designed to support advanced call handling of incoming calls and receptionist duties. It does not include queue management functionalities, which are essential for call center operations. These queue management features remain a core component of our dedicated CX Contact Center solution and CommUnity's Departmental Call Center, which are better suited for call center environments.

The operator console can be configured to display calls based on the user's assigned locations. The contact list shown in the console is the same as the one in the TeamHub Talk app. This means that users will only see the locations they have access to, allowing for appropriate restriction of call visibility according to organizational roles and permissions.

Currently, the Operator Console does not support privacy settings that restrict operators from viewing call details of other users. This limitation is recognized, and privacy-related updates and enhancements will be considered for future development to improve data confidentiality and user privacy.

Within the Operator Console, you can filter contact cards to view who is currently busy or offline. However, it is not possible to hide status messages from the console. This means that while some presence information can be managed, certain status details remain visible to users.

Call stealing, also known as 'call takeover,' functions without requiring additional permissions. Any user who has been assigned an Operator Console license has the ability to intercept calls. This means that the feature is enabled by default for licensed users, facilitating flexible call management.

There has been no formal testing conducted for MS Teams integration with the Operator Console. While it is possible that the console might work with MS Teams, official compatibility requires further development and validation. Therefore, MS Teams integration is not currently supported as a standard feature.