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:
Filter block (Fig.1(1));
Registry (Fig.1(2));
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:
Filtering fields (Fig.2(1));
Reset filters button (Fig.2(2));
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:
Select visible columns (Fig.3(1));
Refresh button (Fig.3(2));
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:
Started at;
Direction;
Duration;
From;
Agent;
To;
Destination;
Extension;
Queue;
Result;
User;
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 | |||
---|---|---|---|---|
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 |
| Subscriber's number |
|
Predictive dialer | The number that is entered in the settings of the Resource through which the call is made |
| 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 |
---|---|
Preconditions |
|
Steps
|
|
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 |
---|---|
Preconditions |
|
Steps |
|
Result | The data registry is reloaded, and the data for the selected filter is displayed. |
- 1 1. Description
- 1.1 1.1. Filter block
- 1.1.1 1.1.1. Filtering fields
- 1.1.2 1.1.2. Reset filters button
- 1.1.3 1.1.3. Expand filters button
- 1.2 1.2. Registry
- 1.2.1 1.2.1. Select visible columns
- 1.2.2 1.2.2. Refresh button
- 1.2.3 1.2.3. Registry
- 1.2.3.1 1.2.3.1. Started at
- 1.2.3.2 1.2.3.2. Direction
- 1.2.3.3 1.2.3.3. Duration
- 1.2.3.4 1.2.3.4. From
- 1.2.3.5 1.2.3.5. Agent
- 1.2.3.6 1.2.3.6. To
- 1.2.3.7 1.2.3.7. Destination
- 1.2.3.8 1.2.3.8. Extension
- 1.2.3.9 1.2.3.9. Queue
- 1.2.3.10 1.2.3.10. Result
- 1.2.3.10.1 1.2.3.10.1. Call listening window
- 1.2.3.11 1.2.3.11. User
- 1.2.3.12 1.2.3.12. Blind transfer
- 1.3 1.3. Pagination
- 1.1 1.1. Filter block
- 2 2. Opportunities