Table of Contents

Overview

The TeamHub Operator Console is Sangoma’s advanced call management tool designed for receptionists, operators, and front-line staff. It streamlines the handling of inbound calls by allowing users to:

Make and receive calls.
Easily transfer calls by dragging the call onto a contact.
View contacts along with their current call status.
Pick up calls that are ringing but not being answered by other users.
Create custom contact groups.
Efficient search & filtering tools.

This allows receptionists and operators to route calls more efficiently, improve response times, and deliver a better customer experience.

Example Use Case

A receptionist handling an incoming call can:

Answer the call.
Put it on Hold while checking the availability of another contact.
Drag & Drop the held call onto a contact to transfer the call.

How to Access the Operator Console

Access Teamhub via the desktop app or a browser (Sangoma TeamHub).
Select the Operator Console app in the TeamHub Apps menu on the left side of the page.

If the Operator Console app doesn’t appear in the TeamHub Apps menu on the left side of the page, contact your system administrator to request an Operator Console license.

Operator Console Overview

Operator Console Call Box

The Operator Console Call Box operates similarly to the TeamHub Call Box, but has a few extra features.

The Call card

The Call card displays Ongoing/Active calls with the following information:

Caller id
Call duration
Transfer mode:
- The configured default transfer mode is displayed by default.
- Click on the field to select a different transfer mode.
Available actions are:
- Put the call on hold ( ∥ ).
- Park the call ( ).
- Hang up the call ( ).
- Drag & Drop the call to transfer to another user.

Incoming/Ringing Calls

The Ringing call card appears when a new call arrives, with the following information:

Caller ID.
Call Type - Internal or External.
Available Actions are:
- Answer the call ( ✓ )
- Decline call ( X )

On Hold Calls

The On Hold call card displays all calls that you have put on hold with the following information:

Caller id.
Call Duration.
Action available:
- Pick Up call ( ).
- Transfer the call using the Drag & Drop transfer feature.

Dial Pad

The dial pad is used to enter phone numbers, extensions, or respond to IVR prompts.

Operator Console Tabs

Contacts Tab

Contact Groups

Contact Groups help with organizing your contacts.

Default Groups: Internal & External are always available.
- Internal contacts are managed by your organization.
- External contacts are contacts that you can add via the TeamHub Talk App.
Favorites Group: The Favorites Group appears once you tag a contact as a favorite by clicking on the favorite icon ⭐on a contact.
Custom Groups: Custom Groups enable you to organize your internal contacts into different groups.
- Note: Contacts in a custom group will still appear in the Internal contacts group.
- Click the MANAGE GROUPS button to create or edit a group, then follow the steps in the How to Manage Custom Contact Groups section below.

How to Manage Custom Contact Groups

To get started, click the Manage Groups button to create or edit a group.

① Create a new group:

Click the + New Group button to create a new group.
Enter the Group name (Example Support).
Click the Save button.

② Delete a Group

Select a group from the Group list on the left side.
Click the Delete Group button to delete the selected group.

③ Edit a Group

Select a group from the Group list on the left side.
Update the Group Name as required.
Continue to steps 4 and 5 below.

④ Add or remove contacts from a group

Check or un-check the box to add or remove contacts from the group.

⑤ Back to Contact

Click the Back to Contact option at the top of the page.
Your changes are autosaved, and then you are sent back to the main contacts page.

Contact Filters

This enables you to filter contacts by search criteria, status, or location.

Search: This field enables you to search for a contact.
Filter Contacts by status: The available filter options are:
- All Contacts - (Default)
- Available - Available and not on a call.
- Busy - Contact has set their status to Busy.
- Offline - Contact is not available.
- Away - Contact has set their status to Away.
- Ringing - Incoming call that has not been answered.
Locations Filter: If your organization has multiple locations, you can filter the contact list by one or more locations.

Contacts View Options

Use the icons next to the search filters to switch views based on your preference.

List view ( )
Grid view ( )

Contact Info

Status:
Name: Contact Name.
Call Info: If the contact is on a call or has an incoming call, the following info is displayed.
- On a call - Status and Caller ID.
- Incoming Call - Caller ID and Option to answer/steal the call.

Unattended Calls Tab

The Unattended Calls tab lists all calls that were not answered. As an Operator Console user, you can take the following actions for each unattended call:

Available Sub Tabs

All - This includes all unattended calls.
Internal - This filters the list to internal calls.
External - This filters the list to external calls.

Note: Click on the External subtab to display external calls only. This can help the receptionist focus where it matters most.

As an Operator Console user, you can take the following actions for each unattended call:

Call the Caller – Reach out to the person who made the call.
Call the Recipient – Attempt to connect with the intended recipient.
Call the Recipient's Voicemail – Leave a message on the recipient’s voicemail if needed.

In the example below:

Josh is the caller
Kyle is the recipient
Kyle did not answer the call

Parked Calls Tab

The Parked calls tab works the same in the Operator Console as it does in TeamHub Talk. For more information, please reference the https://sangomakb.atlassian.net/wiki/spaces/TeamHub/pages/48238512.

How to Manage Calls

How to handle Incloming Calls

When a call comes in, the Call Card is displayed. The following actions are available: Answer the call ( ✓ ) Decline call ( X )

When a call comes in, the Call Card is displayed. The following actions are available: Answer the call ( ✓ ) Decline call ( X )

How to Handle Simultaneous Call Rings

When the first call comes in, click the Accept icon on the Call Card.
When the second call comes in, an additional Call Card will be displayed with the option to:
- Answer the call ( ✓ )
- Decline call ( X )

How to Transfer a Call

To transfer a call, simply drag the call box of an active, incoming, or on-hold call to the desired contact.

Open the desired contact list (Favorites, Internal, etc.) and ensure the desired transfer to person is visible in the contact list.
Transferring Active and Incoming Calls:
- Select a transfer mode in the call box.
  - If the transfer mode is attended, the transfer call card will be displayed after you drag and drop the call.
- Click on the call box, then drag and drop it onto the desired contact in the contacts list.
Transferring On-hold Calls:
Note: Unattended transfer is the only mode supported for transferring calls on hold.
- Click on a call that is on hold, then drag and drop it onto the desired contact in the contacts list.

How to steal a call

This feature enables an Operator Console user to answer an unanswered call to a different user.

Find the contact with an incoming call.
Click on the Phone icon within the incoming call.

Only calls that are still ringing can be stolen.

How to Park a call

After answering a call, click the 🄿 icon to park it. If multiple parking lots are configured, a dropdown list lets you select where to park the call.

TeamHub - Operator Console User Guide