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Page Revision: Tuesday, 08 November 2011 16:10
Line Locking
The line locking feature allows you to lock one or more lines so that those calls cannot be terminated accidentally. The facility is most useful for busy phone-in environments when high profile guests are holding, perhaps during a busy programme with lots of members of the public calling in on other lines. When a line is locked, even if the normal hung-up procedure is carried out, the call will not be terminated.
Locking a line
To lock a line:
- Click on the padlock icon on the telephony tool bar.
- The mouse pointer icon changes to resemble a padlock
- Click on the line you wish to lock
- The line number is replaced with an L symbol (shown in the example below)
To un-lock a line:
- Click on the padlock icon on the telephony tool bar.
- The mouse pointer icon changes to resemble a padlock
- Click on the line you wish to un-lock
- The L symbol is replaced with the line number again
Dump mode
Dump mode may be used in conjunction with answering, queuing, or routing calls. It is especially useful for competitions where a number of wrong answers must be gone through before a correct answer is arrived at. It can be used either by the Call Screener, or the Presenter.
If Dump mode is used when answering calls, the current call will be dumped (or terminated) when the next call is answered. If Dump mode is used when queuing calls, the current call will be dumped when the next call in the queue is used. If Dump mode is used when routing calls, the current call will be dumped when the next call is routed.
To enter Dump mode:
- Click on the Dump mode icon on the telephone tool bar
- The Dump mode icon will glow yellow
- Now, every time a call is routed to the active device (either via an Answer action, or a Queue Next action, or a Route action), the call currently on the active device will be terminated and will be replaced by the latest call.
Two calls are in the queue, dump mode is active.
After Mark has been spoken to on air, Queue Next has been pressed which has dropped the call with Mark and put John on air.
Talkback mode
Talkback mode allows a call to be temporarily and easily routed to a device for a brief period. This is intended for use by Call Screeners who need to advise holding callers who are waiting to go on air how much longer they are likely to have to wait and so on. It works like an audio talkback system using the ‘push to talk’ principle, where all the time the switch is held down, you can talk to the caller. This feature is especially useful if used in conjunction with a headset and touchscreen as a large numbers of callers can be spoken to in a very short space of time.
To talk to a caller using Talkback mode follow this procedure. It is assumed the caller in question is already on hold.
- Click on Talkback on the top control bar
- The Talkback icon is now highlighted in yellow
- Set active the device you wish to use to talk to the caller
- Now click and hold on the line you wish talk to
- The call will be routed to the device you set active
- When you have finished talking let go of the mouse button or release the touch screen.
- The call will go back on hold
In this mode any holding call you click and hold on will be routed to the active device for the duration you hold the mouse button down for.
To end Talkback mode, click on the Talkback icon on the top control bar. The yellow highlight will disappear.
Call Counter
A simple Call Counter is included in PhoneBOX. The counter can be set to show:
- Calls in. This counts all calls that ring whether or not they are answered
- Calls out. This counts all outbound calls.
- Calls answered. This counts all inbound calls that are answered.
- Calls to air. This counts all calls that are routed to a hybrid.
Each counter may be reset individually, or all counters be reset at the same time.
Choosing which Counter to display
Only one counter may be displayed at time. To choose the counter to be displayed follow this procedure:
- Click on the Call Counter icon on the top control bar
- A menu will appear
- The first four choices determine which of the four counters is displayed on screen
- Click on the counter you wish to display
Resetting one or all Counters
- Click on the Call Counter icon on the top control bar
- A menu will appear
- The reset choices offer the option of resetting the Counter that is currently displayed, or, resetting all counters
- Click on ‘Reset selected counter’ or ‘Reset all counters’ as appropriate
Toggling Calls to Air Counter
The Calls to Air counter may be disabled, if for example a pre-recorded call is taking place that should not form part of the main count of calls to air during the programme.
To disable the Calls to Air counter follow this procedure:
- Click on the Call Counter icon on the telephony tool bar
- A menu will appear
- Click on the 5th option (‘Calls to Air counter active’). This will remove the tick next to this item.
- The Calls to Air counter is now disabled and calls routed to hybrids will not be counted
To re-enable the Calls to Air counter follow this procedure:
- Click on the Call Counter icon on the top control bar
- A menu will appear
- Click on the 5th option (‘Calls to Air counter active’). The tick next to the item will reappear.
- The Calls to Air counter is now enabled and calls routed to hybrids will now be counted
Shown below is the Call Counter menu that appears when you click on the Call Counter icon on the telephony tool bar:
Broadcast Bionics also offers a more advanced ‘offline’ Statistics package that can be used for more comprehensive call data analysis. Contact Broadcast Bionics or your local PhoneBOX dealer for more information.
Call Sequence Display
This facility allows you to see quickly and easily what order calls arrived in. It replaces the line number with a number representative of the order in which calls arrived. So, a call with a line number of 50 would be the 50th call. A call with a line number of 21 would the 21st call. You can reset the sequence at any time. This is intended for competitions where you want to take the 25th call for example
Note – outbound calls will appear with no line number or call sequence reference.
Enable Call Sequence Display
- Click on the line numbers button on the top control bar
- Click on ‘call sequence’ in the drop down list
- The line numbers are immediately removed (see below)
- As calls start to ring, what was the line number will give a number indicating the number of the call in sequence since the Call Sequence Display mode was enabled.
The above example shows a system put into Call Sequence Display, the upper call is 17th in the sequence, and the lower call is 18th in the sequence. The line numbers have been removed on the unused lines.
Reset the counter while in Call Sequence Display
- Click on the Services
- Highlight the Service which you wish to reset the Call Sequence counter for
- Click on that Service again (while it is highlighted red)
- Choose ‘Reset call sequence counters’
To disable Call Sequence Display
- Click on the Call Sequence button on the top control bar
- Click on Line Numbers
- The line numbers are immediately returned