In this FAQ, we will cover the following topics:
1. Accessing GEM-PHONE
For the phone icon to appear in the upper-right corner of the screen, between the Light / Dark and Open Chat icons, you must have access to the GEM-PHONE module. To begin setup, click the phone icon.
Please enter the following information:
- Country (Canada or United States)
- Area code (optional)
Next, click the green Enable phone system button.
The green button will show the word Processing and the following message will appear at the bottom of the window: “Searching for available numbers, creating the application, purchasing the number, and saving the configuration. This may take ~10 seconds…”
GEM-PHONE will assign phone numbers and automatically create extensions for all users of this system.
2. GEM-PHONE Dashboard Tools
After enabling the phone system, a new window will appear each time you click the phone icon. This time, the window will display the following tabs:
Extensions
Departments
Voicemails
Call History
In addition, you'll find the phone number and extension at the bottom of the page.
Click the button next to the phone to open the dial pad. Buttons to clear everything or one number at a time will also appear.
When you make a call, a small window will appear in the upper-right corner of the screen, next to the phone icon. The window will display the name (if the client is registered in the system), the phone number, the hang-up button, and the dial pad.
Calls made and received will be displayed in the Call History tab. Click the green phone icon to return the call, or click the trash can icon to delete the call from your call history.
Voicemails received will be displayed in the Call History tab. You will also have the following options:
Listen to the message
Download the audio as an MP3
View the client list
Return the call
Delete the voicemail
2.1. Extensions
The first time you open the list of extensions—when you first access GEM-PHONE—the list will be generated by the system. You can make internal calls between users of the system by clicking the green phone icon.
The window with the call will appear, displaying the user's name and extension number.
2.2. Departments
To ensure the greeting message informs clients that there are different departments to which the call can be transferred directly, click the phone icon and select the Departments tab. Then, click +New Department.
Next, assign a name and extension number, then add the users who will receive the call to the new department. Click Save.
Once the department is fully configured, the following options will be available:
Phone icon: Call the department directly;
Pencil icon: Edit department information (name, extension, and users);
Trash can: Delete the department.
For example, during the call, the message will be as follows: “Press 1 for Sales, 2 for Support, or hold until an agent is available.” The call will be visible only to the users selected in each department.
3. Configurations
Only users with administrator privileges can access the GEM-PHONE menu and make changes to the configurations (gear icon).
In the Configurations menu, select the language that the phone system will use when interacting with callers. This setting controls all automated voice prompts, including the welcome message, call transfer announcements (such as “connecting you to…”), and voicemail instructions. Choose the language that best matches your clients’’ needs. The available options are English (United States) (en-US), French (Canada) (fr-CA), French (France) (fr-FR), and Spanish (Mexico) (es-MX).
In this menu, you can also change users' extension numbers. The Receive Calls column lists the extensions that can receive calls. If, for various reasons, you do not want a user to receive calls, simply uncheck the option in the Receive Calls column.
When the Receive Calls option is checked for all users, as soon as a call is received, the system displays the call window for all users until one of them answers. In our example, Anne and Julia received the call.
User 1
User 2
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