Logging into the PC

After logging on to the computer with the assigned HotlineXX or X66xxx (Nursing) number you will need to log in to the program Jabber.

The same credentials will be needed to take calls from the Clearing, Nursing and Enquiry Hotline.

Most workstations will already be logged in.

However if you need to login but have not been given these details please speak with your room controller or a member of the support team.

 

Logging into the phone

This years clearing, all physical phones have now been replaced with the software Jabber.

If Jabber is not already running you will find it in your start menu.

Click on Start and start typing Jabber and it will appear at the top of the list under Best match

 

 

Once launched you may need to log in. Enter your hotline details in order to proceed.

Each computer / laptop has a specifically assigned number so please do not log on as your standard staff account on either the laptop or Jabber as you will not receive calls from the Clearing, Nursing or Enquiries Hotline. If you do not see the screen below, please confirm that the username is correct for your computer, and click Sign In.

Using Jabber

Once you have logged in you will be greeted with the following screen.

 

 

 

Taking calls

After logging into Jabber successfully, You will now need to log into the hotline (Finesse) in order to take calls from either the main Hotline, or Nursing Hotline.

This should be a little blue Finesse icon, but depending on Jabber it just may have a jigsaw icon

 

Click on the icon and you will be presented with the Finesse logon screen.

The username will be the same as the one used to log in to the laptop / computer. Please note, the username is case sensitive. Eg. HOTLINE1. The extension number that you use will be provided to you in advance and is specific to yourself.

 

Using the hotline

After a few moments you will be signed in and you will see the following information.
When the program starts you will appear as: Not Ready, this means you will not take calls.

You will always be able to see if there are calls queueing, and if you’re requested to take calls for Clearing and Nursing you’ll be able to see the queue on each.

To go ready and receive calls, click on the Not Ready box, and select Ready

To stop taking calls, click on the same box, and select the appropriate option.

Receiving a call

When you receive a call you see a notification appear in the bottom right hand corner of your screen, similar to this and your computer will start to ring.

You may see a second notification in the corner of the Finesse window

You can click Answer from either, the call will then connect. Please note, incoming calls from outside of the university will connect and no video will be either transmitted or received. However, internal calls may include video if the webcam’s are enabled on both devices. How to turn off the video is detailed below.

Once you are in the call you will see

To Turn off the Webcam

If the computer / laptop you are using has a webcam, you can turn it off by clicking the button.

Red signifies that it is disabled, and no image is being transmitted.

To Mute the call

Similarly, to mute the call click on the  button, if it is red, no audio will be transmitted.

 

Placing calls on hold

To place a call on hold press the and select Hold. 

Once the call is on hold you can select resume to continue the call.

 

Transferring Calls

To transfer a call, from the menu, select Transfer.

Enter the telephone number you wish to transfer to, eg. Enquiries on 1167 and press the phone icon which will turn green after entering the number.

Once the call has connected, you can then speak to the person before you click Transfer. You’ll then be ready to take another call.

Ending a call

To end a call at any time click on the .

Making phone calls

 

There are two ways to initiate calls

 

Either from the   icon.

Once you have pressed the green phone the call will commence.

To end a call click on the 

 

 

Placing a call with the dial pad

Or via Finesse, clicking on the   icon and tapping the number in to the dial pad that appears.

 

The call will then commence the same as the first method.

 

 

Logging out and taking a break

To log out, make sure you’re in a Not Ready state, such as break, or log out, click on the   icon and select End of shift.

 

 

 

 

Ending your shift - On-Campus Hotline Staff Only

 

At the end of your shift, DO NOT shut down or turn off the PC you are using. Instead, ensure your  status is set to Not Ready in Finesse then lock the screen using the

+L keys or pressing CTRL+ALT+DEL and select Lock.

Or

You may click on the person icon in your start menu and select the Lock option

 

 

Ending your shift - Academic Staff

At the end of your shift, please ensure you log out of Finesse and logout of Jabber.

You will be able to logout of Finesse by clicking on the person logo in the top right corner and then clicking on "Sign Out" and "End of Shift"

You will then be able to logout of Cisco Jabber by clicking on the initials in the top left corner of you will see the "Sign Out" option available, at the end of your shift please click on "Sign Out"