1. Inbound call
A ringing sound accompanies The User is notified about an inbound call . It displays in with a ringing sound. The call is displayed in the left block in Inbound Active calls (Fig.1).
Fig. 1. Inbound call
To answer an incoming inbound call, the Agent must click the Answer button in the left panel. The Subscriber is connected to the Agent, and the conversation begins (Fig.2).
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The central block displays the Subscriber's name, phone number, and the name of the Queue from which the call comes. The following buttons are also present:
- call accept button;
- button to transfer the call to another Agent. More about transfer can be found here;
- finish call button.
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The inbound call is displayed in the Active Calls list in the left panel. If you click on a list name, it unfolds, displaying information about the call.
Answering a call that looks like this - Fig.2. The right block displays the configured processing. If processing is not configured - the Client info tab is displayed. More information about processing can be found found here.
Fig. 2. Answering a call
The following tools are available after answering a call:
- button at the bottom of the block - expands the numeric keypad with which you can dial the required number to call. Clicking this button again closes the numeric keypad;
If you call another number during the answered call, the previously answered call will go on hold.
- a button to open the history of calls. Located It is located in the upper part of the block. It opens a list of completed calls (Fig.3) with information about the duration of the call, the start time of the call, and the call button. The call is made to the selected number when this button is clicked;
Fig. 3. Call history
- the button opens the Agents list (Fig. 4). It displays the Agent's name, extension number, and a call button. By the indicator next to the avatar, you can determine the internal status of the Agent:
- available;
If the User/Agent is in pause mode, he is available for internal calls - the indicator is green.
- the DnD mode - other Users/Agent cannot call him;
- busyThe Сontacts list is displayed in the central panel when you click on the 
button (Fig.4).
| Note |
|---|
The Contacts tab is shown only for Users who have a CRM license. |
There are the following tabs:
- Contacts;
- Users.
Fig. 4. Contacts tab
The Contacts tab consists of the following elements:
- Search field;
- List of Contacts
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.
Contacts from CRM are displayed in the List of Contacts. The call button is active for Contacts who have a phone number.
Clicking on a Contact's name opens his contact's page.
The User tab displays the standard avatar, User name, extension, and call button (Fig.5).
Fig. 5. Users tab
A color indicator the User is currently in depends on the User's state.
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.
The list displays not only Agents but also other Users of the system who are not Agents.
Fig. 4. Agent list
| Info |
|---|
The search is performed by the full User extensions or by using the * symbol for a partial search. |
- button to transfer the call to another Agent
- call end button;
- located at the bottom of the block, when ; clicking on this button is pressed, it returns until to the call is displayed display (Fig. 2);
- button to transfer the call to another Agent
- call end button;
- call 
- hold button. It is designed to be able to temporarily hold the conversation temporarily. During the hold, the Subscriber does not hear the Agent. If the appropriate settings are made, Subscriber the Subscriber hears the music. Click the hold button to put a call on hold. If the call is on hold, then the button looks like this - 
;
- this button allows you to turn off the microphone. The disabled microphone looks like this - 
. Click the button again to turn on the microphone.
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