How to Managing Calls Using the Expanded Presence Screen
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26. Managing Calls Using the Receptionist View

Managing Calls Using the Receptionist View

On this topic

Managing Calls Using the Receptionist View


Managing Incoming Calls

Managing Answered Calls

Parked Calls

Transferring Calls

Drag and Drop (Windows)

See also


All small and large companies have at least one receptionist or secretary. This person must be efficient and be able to manage many calls simultaneously. The 3CX clients offer the key to productivity. The inbuilt Switchboard provides you with the Receptionist view which allows you to see active calls, remote presence status and extensions all grouped together in tabs. To access the presence screen:

  1. Click on the Switchboard button in your 3CX client for Windows or Mac. The expanded presence window will appear.
  2. Change the View option to Receptionist.

Managing Incoming Calls

  1. In your presence screen you can see all the incoming calls marked in orange.
  2. You can pick up, divert or drop a call by right-clicking on the call and selecting the desired option.
  3. You can transfer calls to other colleagues by dragging this call and dropping it on the desired user.  

Managing Answered Calls

You can also manage calls even when the call is answered by the recipient.

Right click on the ongoing call for the list of the following options to appear:

  • Transfer
  • Conference
  • Park
  • Drop

Additional information: You may have supplementary options such as Barge in, Listen or Whisper if you are running the PRO edition. In order to view the options, the administrator must give you the appropriate permissions.  

Parked Calls

Parked calls are calls that have been put on hold so that another user can also pick them up. You can park a call by right-clicking on the selected call through the Receptionist view. You can transfer, unpark or drop a parked call by right clicking on the call and choosing the required action from the drop down menu. The Parked calls feature is available only if you have been assigned the right from your administrator.

Transferring Calls

You can transfer calls in two ways:

  • By selecting the call, right clicking and choosing transfer.
  • By dragging the call from the top window onto the person you want to transfer the call to. This feature is available only for Windows.

Drag and Drop (Windows)

With the Drag and Drop feature, you can perform both Blind and Attended transfers. There is only one default transfer method which can be set from Settings > Advanced Settings > Behavior Transfers using drag and drop section. In order to use the other mode, you have to press the Ctrl button on your keyboard whilst dragging the call.   

  • Blind Transfer - The call will be transferred immediately to the recipient without any announcement. If the recipient doesn’t answer or is busy then the call will be returned to you and you can choose to take a different action.  
  • Attended transfer - The caller will be put on hold and you will call the recipient to announce the caller. To execute transfer click on the “Transfer” button. This mode is available only for calls carried out by you. In order to make an “Attended Transfer” to a call between two other people, you will have to first take the call and then proceed.

See also



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  1. Pingback: 3CXPhone Expanded Presence - How to Use and Customise it

  2. Bailey

    Hi there

    how do you view remote presence of another pbx?

    I cannot seem to locate this, does both pbx need to be running SP2?

    December 3, 2015 at 6:24 am Reply
    • @Bailey First configure the presence in the bridges. 3rd tab in bridges
      After that you should see it in the presence automatically. If not go to the client and press the settings button and choose filtering options from there.

      December 3, 2015 at 11:07 am
  3. David Bloomer

    Is there any way to set the default view for the switchboard? eg. Receptionist, showing groups and remembered window size and location. Thank you.

    December 22, 2015 at 10:39 pm Reply
    • Charalambos Eleftheriou

      @David, thanks for the question. When you exit 3CXPhone for Windows the last position and setting of the switchboard should be remembered when you restart it.

      December 23, 2015 at 9:38 am
  4. Nancy

    Can someone please tell me how to put a caller directly into someone’s voicemail?

    January 20, 2016 at 6:39 pm Reply
    • Charalambos Eleftheriou

      @Nancy, thanks for the question. You can transfer a call directly to an extensions voicemail by dialling *4 in front of the extension number. For example, from an IP Phone or 3CXPhone, during a call, press the transfer button then dial *4101 and press transfer again to send the call directly to the voicemail of extension 101. To do this from the switchboard, right click on your active call choose ‘Transfer’ and type *4101 and click OK.

      January 20, 2016 at 7:49 pm
  5. russ tuppen

    Is the receptionist view available on MAC softphone please?

    March 24, 2016 at 11:18 am Reply
    • Charalambos Eleftheriou

      @russ, The Switchboard is available from 3CXPhone for Mac.

      March 24, 2016 at 1:47 pm
  6. Russ Tuppen

    Hi Charalambos Eleftheriou

    We can see the switchboard view but not the receptionist view from the drop down menu. The latter does not seem to be available?



    March 24, 2016 at 3:37 pm Reply
    • Charalambos Eleftheriou

      @Russ, The Windows are available separately with 3CXPhone for Mac. You need to choose which one to open from the Window Menu.

      March 24, 2016 at 4:40 pm
  7. Andy

    I am unable to find the receptionist window when using a Mac. The window menu only gives me options for

    Phone,Presence, Contacts, Call History, Voicemail, Recordings, Set Voicemail Greetings, Conference, Active Calls, Queue Calls and Chat

    Where do I find the Receptionist and Switchboard window when using a Mac? I am using the latest version 14.02.184


    Where do I find

    May 31, 2016 at 12:51 pm Reply
    • Charalambos Eleftheriou

      @Andy, the Mac client has the ability to see presence, active calls and queue call screens only. There is no receptionist view as such.

      June 9, 2016 at 4:14 pm
  8. Mark Stewart

    How can I have the phone system go to a directory (extensions) first before ring at a desk

    September 6, 2016 at 7:20 pm Reply
    • Charalambos Eleftheriou

      @Mark, Not sure what you mean by Directory (extensions), please clarify.

      September 7, 2016 at 2:29 pm
  9. Jen Christie

    How do you drag and drop into someone’s vmail???

    September 9, 2016 at 9:41 pm Reply
    • Charalambos Eleftheriou

      @Jen, you can not drag and drop a call from the switchboard to an extension’s voicemail directly but you can right click on the call, providing you have the rights to do so, choose transfer and enter *4EXT (where EXT is the extension number) to transfer a call to the voicemail of that extension.

      September 9, 2016 at 10:50 pm
  10. Jeremy Miller

    In regards to Parking a call. Will we be able to park the call from the switchboard to a fixed Shared Park location. For example: I have three shared parked locations setup on everyone’s phone (SP1,SP2,SP3).

    October 13, 2016 at 3:19 pm Reply
    • YOu can Get the call, Transfer, then a box comes up and you can actually type in “SP1” Case sensitive.. And the call will go there.

      October 14, 2016 at 2:50 pm
    • You can make a transfer and type SP1

      October 14, 2016 at 3:29 pm
  11. I’m running version 3CXPhone for Mac (with a v14 server), but I don’t see that view. When I click on the Switchboard icon, all I get are separate options (& separate windows) for Active & Queue Calls.

    This view seems much improved, so is it coming to the Mac?

    November 8, 2016 at 1:33 am Reply
  12. Angela Allan

    Can you set your phone to not accept withheld numberd

    January 14, 2017 at 7:15 pm Reply