Active calls

1. Description

The page is designed for viewing active calls. These are calls that are taking place at the moment. Only calls with Agents for which you have view permissions are displayed.

It consists of the following elements:

  1. Filter block (Fig.1(1));

  2. Registry (Fig.1(2));

  3. Pagination (Fig.1(3)).

Fig. 1. Active calls page

1.1. Filter block

It is designed to filter the data displayed in the registry.

It consists of the following elements:

  1. Filtering fields (Fig.2(1));

  2. Reset filters button (Fig.2(2));

  3. Expand filters button (Fig.2(3)).

Fig. 2. Filter block

1.1.1. Filtering fields 

Available fields for filtering:

  • Direction;

  • Result;

  • Gateway;

  • Queue;

  • User;

  • Agent;

  • Supervisor;

  • Team.

The number of fields may vary depending on the User's rights to view the page.

1.1.2. Reset filters button 

1.1.3. Expand filters button

1.2. Registry

It is designed to display records with data about active calls.

It consists of the following elements:

  1. Select visible columns (Fig.3(1));

  2. Refresh button (Fig.3(2));

  3. Registry (Fig.3(3)).

Fig. 3. Registry 

1.2.1. Select visible columns 

It is designed to select the columns displayed in the registry.

The Select visible columns modal window opens (Fig.4) when you click on the  button.

Fig. 4. Select visible columns modal window

Select the checkbox (Fig.4(1)) - this column is displayed in the registry;

Clear checkbox (Fig.4(2)) - this column is not displayed in the registry.

1.2.2. Refresh button

(Fig.3(2)).

1.2.3. Registry

The data in the registry is updated every 10 seconds.

The following columns are available in the registry:

  1. Started at;

  2. Direction;

  3. Duration;

  4. From;

  5. Agent;

  6. To;

  7. Destination;

  8. Extension;

  9. Queue;

  10. Result;

  11. User;

  12. Blind transfer.

1.2.3.1. Started at

The time when the call began.

1.2.3.2. Direction

Displays call directions:

 

  • - inbound;

  •  - outbound.

1.2.3.3. Duration

Displays the amount of time from the start of the call until the last update of the registry.

1.2.3.4. From

Displays the number from which the call originated. Depending on the type of call, it has different meanings (see Tab. 1).

1.2.3.5. Agent

Displays the name of the Agent who is on the call. In case of a call between two Agents, the Agent who initiated the call is displayed.

1.2.3.6. To

Displays the number of the called party. Depending on the type of call, it has different meanings (see Tab. 1).

1.2.3.7. Destination

The number being called is displayed. Depending on the type of call, it has different meanings (see Tab. 1).

1.2.3.8. Extension

Displays the user's Extension. Depending on the type of call, it has different meanings (see Tab. 1).

 

Сolumns

 

Сolumns

Call type

From

To

Destination

Extension

Inbound

Subscriber number

Webitel User number (filled in after the User has picked up the phone)

The number dialed by the Subscriber

 

Outbound IVR 

The number that is entered in the settings of the Resource through which the call is made

The number of the Subscriber to whom the call is being made (after modification, if digits were taken away or added)

Subscriber's number

 

Preview dialer

User Extension (Webitel)

The number of the Subscriber to whom the call is being made (after modification, if digits were taken away or added)

Subscriber's number

User Extension (Webitel)

Progressive dialer

The number that is entered in the settings of the Resource through which the call is made

  • The number of the Subscriber to whom the call is being made (after modification, if digits were taken away or added);

  • Webitel User number (filled in after the User has picked up the phone)

Subscriber's number

 

Predictive dialer

The number that is entered in the settings of the Resource through which the call is made

  • The number of the Subscriber to whom the call is being made (after modification, if digits were taken away or added);

  • Webitel User number (filled in after the User has picked up the phone)

Subscriber's number

 

Outbound

User Extension (Webitel)

The number of the Subscriber to whom the call is being made (after modification, if digits were taken away or added)

The number dialed by Webitel User/Agent

User Extension (Webitel)

Internal between Users

User Extension (initiator of the call)

User Extension (recipient of the call)

User Extension (recipient of the call)

User Extension (initiator of the call)

Tab. 1. Display data depending on the type of call

1.2.3.9. Queue

Displays the name of the Queue from which the call is made.

1.2.3.10. Result

The states the call was in when the last refreshed page was displayed.

The following states are possible:

  • Ringing - dialing the Subscriber or Agent, depending on the type of Queue;

  • Active -  connected with the Subscriber or the Agent; connecting with the other side - the Agent, or the Subscriber, respectively;

  • Bridge - the Subscriber is connected to the Agent, and a conversation is taking place;

  • Hangup - end of the call;

  • Hold - holding the call.

1.2.3.10.1. Call listening window

The listener tool appears next to the status name when a call is in the bridge state. Clicking on  opens the window for listening to the call (Fig. 5).

Listening is only available to a User with Eavesdrop call permission. You can configure this permission on the Role Permissions tab for the Role assigned to the User.

Fig. 5. Call listening window

1.2.3.11. User

Displays the username of the Webitel User that is present in the conversation. In a case of an internal call between Agents, the User who initiated the call will be displayed.

It is advisable to use the display of this field if you need to display internal calls since not all Users can be Agents (to display the name in the Agent column).

1.2.3.12. Blind transfer

The number to which the blind transfer was made is displayed here. When there is no blind transfer, the field remains empty.

1.3. Pagination

2. Opportunities

2.1. Selection of displayed columns in the registry

Goal

Select of displayed columns in the registry

Goal

Select of displayed columns in the registry

Preconditions

  1. Access to the Supervisor application;

  2. Access to the Agents section in the Supervisor application;

  3. The presence of at least one Agent.

Steps

 

  1. Click the 

    button. The Select visible columns modal window opens (Fig.4).

  2. Columns to display in the table - select in the checkbox; columns that should not be displayed - clear checkboxes.

  3. Click the Add button.

Result

The modal window closes. The selected columns are displayed in the registry.

2.2. Filter the displayed data in the Registry

Goal

Select to display calls from the Orders Queue

Goal

Select to display calls from the Orders Queue

Preconditions

  1. Access to the Supervisor application;

  2. Access to the Agents section in the Supervisor application;

  3. The presence of at least one Agent;

  4. The presence of the Orders Queue.

Steps

  1. Click on the Queue field. A drop-down list with existing Queues opens.

  2. Select the Orders Queue. If the required Queue is not in the displayed list, then use the Queue field as a search field - enter Orders.

  3. Click on Orders.

Result

The data registry is reloaded, and the data for the selected filter is displayed.