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  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- . Clicking on it makes a call.

1.1.2. Select from a list

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

There are the following tabs:

1. Contacts;
2. Users.

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 .

Close button () 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  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).

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:

 - there is a SIP connection;

 - online status;

 - in DnD mode;

 - pause status;

- busy, is in a conversation, or chat;

- 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 () in the left block. The  button (Fig.2) appears at the top of the center block, and clicking it opens the history of calls. The call button () is next to each caller's name, and the call is made by clicking it.

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:

call (Fig.3

):

1. Active calls;
2. Missed list (Fig.3(2)) calls;
3. Offline list (Fig.3(3));
4. Calls distributed manually (Fig.3(4)).

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1. calls;
2. Self-assigned calls.

Image Added

Fig. 3. Call lists

When the Image Removed button Image Added icon is clicked, the block increases, and the button icon changes to Image Removed Image Added. 

Clicking the Image Removed button Image Added icon decreases the block and changes the button icon to Image Removed Image Added.

1.2.1.

Active calls 

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).

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Fig. 4. Call info tab

How to receive an incoming accept a call can be found here.

1.2.2.

Missed calls

This list includes all contains calls missed/rejected by the Agent, both from Queues and internal ones.The left block displays all numbers to call back :

• from the Inbound Queue;
• direct calls to the Agent;
• internal calls.

If the list panel is minimised, the number equal to the number of missed calls is added next to the list name (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 . Up to 10 missed calls are displayed in the list. If there are more than 10 missed calls, there is a button, clicking on which displays 10 next calls.

In order to call back to a number from this list , click you should press the call button Image Removed Image Added.

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Fig. 5. Call Ringing back on to a missed call

When you hover the cursor over a missed call record, the Image Added is displayed instead of the Image Added. Clicking Image Added deletes the missed call.

1.2.3. Offline list

This list displays the numbers of Subscribers subscribers to whom you need to call back manually; , for example, the Subscriber subscriber did not wait in line and chose to the Queue and chose the option to call back. Open an To do this, you need to open the offline list, and select a Subscriber the subscriber by clicking on his name the entry in the left block. A pane. After that in the central panel the list of possible communications with the Subscriber begins in the central block subscriber (for example, several numbers) ; opens, select the required necessary number and click the call button at the top of the central panel (Fig.6).

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Fig. 6. Choose a Subscriber from the offline list. Offline calls

Up to 10 calls are displayed in the list.

If the list panel is collapsed, then if there are calls, a number equal to their number is added next to the list name.

1.2.4.

 Self-assigned calls

This list contains includes inbound calls from queues Queues where manual self-assigning distribution is configured.

If there is at least one call in the Queue with manual distribution self-assigning allocation enabled, the tab icon has the following appearance - Image Removeda number equal to the number of such calls is added next to the list name (Fig.7).

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Fig. 7.  Calls distributed manually  Self-assigned calls

Up to 10 calls are displayed in the list.

The Agent can choose which call from the waiting Queue to take over. To accept a call, you must click the Image Removed the Image Added button. 

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

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

• <