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.

1.1.1. Manual dialing

Click the Image Modified 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 Modified. Clicking on it makes a call.

1.1.2. Select from a list

Click the Image Modifiedbutton in the left block to select a number from the Agent list.  The Image Modified button appears at the top of the central block (Fig.1(1)), and clicking it opens a list of Agents.

Image Modified

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 Modified - available;

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

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

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

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

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.2(1));
2. Missed list (Fig.2(2));
3. Offline list (Fig.2(3)).

Image Modified

Fig. 2. Call lists

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.3).

Image Modified

Fig. 3. 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 sidebar displays all numbers to call back except calls from the Preview dialer. Since with a missed call with Preview, the Agent's number would be displayed there.

Click on the number to call back to a number from this list.
The dial pad with the already dialed number will open in the central panel, and click on the call button at the top of the central block (Fig.4).

Image Modified

Fig. 4. Call back on a missed call

1.2.3. Offline list

This list displays the numbers of Subscribers to whom you need to call back manually; for example, the Subscriber did not wait in line and chose the option to call back. Open an offline list, and select a Subscriber by clicking on his name in the left panel. 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.5).

Image Modified

Fig. 5. Choose a Subscriber from the offline list