An introduction to PC Reception Enterprise (Competella)

PC Reception Enterprise (Competella) offers you as receptionist a host of possibilities, all of which are described in the full user manual.

In the below sections we have picked a few of the most frequently used features:

• Short-cut keys
• Queue and agent features
• Blind transfer
• Conferenced transfer
• On-hold to busy user
• Monitored list
• Change search terms for contacts
• User interface

Short-cut keys

Page 37-39 in the user manual will give you a list of short-cut keys enabling you to work without the use of your mouse. There are key combinations for e.g. call handling and search.

Queue and agent features

Status on a queue is indicated with the following colours:

• Green: Queue is open
• Yellow: Queue is open but with not available agents
• Red: Queue is closed

The colours are shown in the right-side corner of the queues you are registered for. See more in page 14 of the user manual.

Blind transfer

If you want to transfer a call to a person without speaking with him/her beforehand, simply follow these steps:

1. Answer the call with the Enter key
2. Find the person that the caller wants to talk to in the field Søg og ring. Pick the person using the arrow keys.
3. Press either / or Enter key to call the person. You are now as agent disconnected from the call.

For further instructions, you can turn to page 17 in the user guide.

Conferred transfer

If you want to put the incoming call on hold, while you talk with the intended receiver of the call and find out whether it should be accepted or denied, follow these steps:

1. Answer the call with the Enter key
2. Press + to put incoming call on hold
3. Find the person that the caller wants to talk to in the field Søg og ring. Pick the person using the arrow keys.
4. Press either / or Enter key to call the person.
5. When you have reached the intended person, you can switch between that person and the caller by pressing +.
6. If the person wants to accept the call, you can connect the two by pressing the Enter key.
7. If the person rejects the call, the call is simply terminated with that person, and the call with caller is still active.

For more information, see page 18 of the user manual.

On-hold on busy user

If a caller wants to be transferred to a busy contact i.e. placed on hold on with that person, while disconnecting you, it is called on-hold on busy user. If the contact remains busy in the time frame, the call is returned to the reception.

1. Answer the call with the Enter key
2. Find the person that the caller wants to talk to in the field Søg og ring. Pick the person using the arrow keys.
3. Press either / or Enter key to call the person. Information about the person is available in the right-hand side.
4. Press the Enter key to transfer the call to the busy user. You are now disconnected from the call.
5. You can repeat these steps if the caller requests it.

For more information, see page 19 of the user manual.

Monitored list

From your list of favourites you can add and remove persons that you contact the most, allowing you quick access to their status.

1. Search and find the person you want to add to favourites.
2. Right-click the person and choose Tag for ændringer.
3. The contact is now added to the list.
4. If you want to remove the person, simply right-click and choose Fjern fra liste.

For more information, see page 22 of the user manual.

Change search terms for contacts

You can add search terms to contacts. This makes it easier for you and your colleagues to locate that person in Competella. All search words added by you are visible for your colleagues.

1. Search and find the person you want to add search words to.
2. Right-click the person and choose Administrer søgeord for brugeren.
3. This opens a window where you can choose between predefined words or add your own. To add click Anvend.
4. To remove search words, simply pick the word in the list Administrer søgeord for brugeren and click Slet søgeord.

User interface

You can change the user interface language in the menu Rediger and Indstillinger. Pick Generelt in the left side.

 For more information, see page 40 of the user manual.