1. Outgoing call

Calls can be conditionally divided into calls within the system and calls to Subscribers.

1.1. Calls within the system 

These are calls to the system User's extension.

You can make such a call in the following ways:

1. Manual dialing;
2. Select from a list;
3. Call back from call history.

1.1.1. Manual dialing

Click the Image RemovedImage Added button in the left block and dial the number in the central block for manual dialing.

After entering the number, another call button appears at the top of the central block- Image RemovedImage Added. Clicking on it makes a call.

1.1.2. Select from a list

Click the Image Added Image Removedbutton in the left block to select a number from the Agent Contacts or Users list.  The Image RemovedImage Added button appears at the top of the central block, and clicking it opens the Contacts tab (Fig.1(1)), and clicking it opens a list of Agents.

Image Removed

Fig. 1. Select from a list (Central block)

The circle's color next to the name means the status in which the User/Agent of the system is located.

There are the following options:

Image Removed - available;

If the User/Agent is in pause mode, he is available for internal calls - the indicator is green.

Image Removed - the DnD mode - other Users/Agent cannot call him;

Image Removed - busy).

There are the following tabs:

1. Contacts;
2. Users.

Image Added

Fig. 1. Contacts tab

1.1.2.1. Contacts tab

The Contacts tab consists of the following elements:

1. Search field;
2. List of Contacts

1.1.2.1.1. Search field

Consists of an input field and a search setting icon Image Added.

Close button (Image Added) appears after entering text in the search field; clicking the button deletes the entered text.

The * symbol is used to search for a part of a word, or a number. You can also use the * symbol to replace any number of characters.

Clicking on the Image Added button opens a list of search options:

• Name;
• Phone;
• Email.

1.1.2.1.2. List of Contacts

It contacts from CRM are displayed here. The call button is active for Contacts who have a phone number.

Clicking on a Contact's name opens his contact's page.

1.1.2.2. Users tab

The list displays the standard avatar, User name, User extension and call button (Fig.2).

Image Added

Fig. 2. Users list

A color indicator the User is currently in depends on the state the User is in.

The color of the status indicator can be:

Image Added - there is a SIP connection;

Image Added - online status;

Image Added - in DnD mode;

Image Added - pause status;

Image Added- busy, is in a conversation, or chat;

Image RemovedImage Added- - unavailable - is not in the system, or there is no SIP connection.

1.1.3. Call back from call history

To select a number from the call history, click the call button (Image RemovedImage Added) in the left block. The Image Removed button Image Added button (Fig.2) appears at the top of the center block, and clicking it opens the history of calls. The call button (Image RemovedImage Added) is next to each caller's name, and the call is made by clicking it.

Image RemovedImage Added

Fig. 2. Call back from call history

1.2. Subscriber calls

These are calls in which the Agent serves the Subscriber (client).

There are such options for subscriber calls:

1. Inbound call (Fig.3(1));
2. Missed list (Fig.3(2));
3. Offline list (Fig.3(3));
4. Calls distributed manually (Fig.3(4)).

Fig. 3. Call lists

When the button is clicked, the block increases, and the button changes to . 

Clicking the button decreases the block and changes the button to .

1.2.1. Inbound call 

An inbound call can be from a Subscriber, internal (from another Agent or system User), and initiated by a call center.

When there is an inbound call from the Queue, the Queue's name is indicated in the left block under the subscriber number and the right block - in the Call info tab (Fig.4).

Fig. 4. Call info tab

How to receive an incoming call can be found here.

1.2.2. Missed list

This list includes all calls missed/rejected by the Agent, both from Queues and internal ones.

The left block displays all numbers to call back (Fig.5) except calls from the Preview dialer. Since with a missed call with Preview, the Agent's number would be displayed there.

To call back a number from this list, click the call button .

Fig. 5. Call back on a missed call

1.2.3. Offline list

This list displays the numbers of Subscribers you need to call back manually; for example, the Subscriber did not wait in line and chose to call back. Open an offline list, and select a Subscriber by clicking on his name in the left block. A list of possible communications with the Subscriber begins in the central block (for example, several numbers); select the required number and click the call button at the top (Fig.6).

Fig. 6. Choose a Subscriber from the offline list

1.2.4. Calls distributed manually 

This list contains inbound calls from queues where manual distribution is configured. If there is at least one call in the Queue with manual distribution enabled, the tab icon has the following appearance - Image Modified(Fig.7).

Fig. 7.  Calls distributed manually 

The Agent can choose which call from the waiting Queue to take over.

To accept a call, click the button.

The scale under the button shows the waiting time of the Subscriber. The color changes depending on the percentage of the waiting time to the time entered in the Max wait time field of this Queue:

Green - < 50 %
Yellow - 51-75%
Red - 76% <