Operator Menu

Getting Started with Menus

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Across the top of your screen you will see a row of Menu Commands. These Menu commands can be utilized by keystrokes, simply by pressing the underscored letter of that command. These commands may also be utilized by using your mouse.

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Operator Menu

The Operator Menu controls and tracks the activities that you perform as an agent using the OnviCom System. Here you can view data regarding your numbers dialed, dispatched messages, incomplete messages, as well as your individual workstation controls. 

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Alarm

Alarms are setup by the management team.  If you have been assigned the privilege, you can view operator alarms. When a new alarm occurs, "ALARM" will flash in red in the bottom right-hand corner of the operator window next to your initials. 

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• Press O A to bring up the list of active Alarms and to stop the ALARM notification from flashing.

• Alarms will occur if a dispatch has failed, there are not enough agents in rotation, there are too many calls on hold and/or for help.​

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Bell
OnviCom allows you to set a bell signal to notify you of incoming calls when you’re away from your workstation. If you have been assigned the privilege, you will see a check mark next to Bell in the Operator menu drop-down as shown in the screen shot image on the right side of this page.

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• Type the following: O B. You just turned the bell off.

• Type: O B again, and you just turned the bell back on.

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Dispatch Results
OnviCom tracks all dispatched messages from your shift and lets you display the current dispatch status of each.

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• Type the following: O D.

• The Dispatch Results Window opens.

 

Note: The Status Column will show your successful message dispatches.

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• 08:13 AM 1101 001 034 Email Completed e:info@drsofce.com

• 08:27 AM 1105 001 003 Email Failed e:info@yourclient.com

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History
OnviCom tracks your shift activities to provide important information about the messages you took.

 

• Type the following: O H.

• The Operator History Window opens. Note the list that shows the time you took the message, the account number and page, the message number, and the types of actions you took to complete the message.

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Incompletes
OnviCom allows you to go back and complete messages for your clients that were left unfinished during peak periods.

 

• Type the following: O I. A window opens that lists all the messages that you need to complete.

• Double click on the message that you want to finish now.

• The incomplete message appears on the screen. Type the rest of the message.

• Press F10 or click on “Save” to complete the message for dispatch.

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Note: You can also double click on the “Incomplete Icon” that displays on the right side of the OnviCom program screen when messages in need of completion exist. 

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Operator Chat
OnviCom allows you to communicate with your coworkers and managers quickly without leaving your station.

 

• Type the following O C.  A dialog box appears.

• Click inside the message box to begin typing.

• To send a “private message”, press F4 to open your operator list.

• Highlight the agent you want to chat with and either press C for Chat or right click with your mouse and select Chat.

• Press Enter to send the message.

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Recall
OnviCom lets you pull up a list of your previously dialed numbers for all accounts since midnight.

 

• Type the following : O R. A window opens and displays your previously dialed numbers.

• If desired, select the number you want to dial by double clicking on it or by using the arrow keys. Press Enter to dial the number.

• Operator Recall lets you review client account number, page number, the time of call dial-out, the length of talk time for the call, and the actual number dialed.

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Remote Dial
OnviCom allows agents to log into the system from a remote location such as a personal residence to handle incoming calls remotely. From your computer, log into the OnviCom Agent System. 

 

• Type the following: O M. A small window in the lower left corner of the screen appears.

• Type in the phone number to the phone line you plan to use to accept incoming calls.

• Press Enter. OnviCom will call you on your phone line.

• Pick up the receiver to your telephone when it rings. You will hear dead air on the phone line but are now able to go into rotation and take calls through your receiver. Your receiver now functions as your headset. Do not hang up your phone.

 

Note: You can use a headset connected to your phone. Follow manufacturer’s instructions to properly install the unit to your telephone.

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Union
OnviCom allows you to listen to another operator working a live call.

 

• Type the following: O U. A window opens to show all agents presently logged on along with the current talk status of each.

• Select the operator you want to hear.

• Press  Enter or double click with the mouse to select the operator you need to hear from the list.

• Press F3 (hangup) to end the Union.