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:
- Manual dialing;
- Select from a list;
- 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 Agent Contacts or Users list. The 
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.
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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:
- 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;
- busy).
| Note |
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The Contacts tab is shown only for Users who have a CRM license. |
There are the following tabs:
- Contacts;
- Users.
Fig. 1. Contacts tab
1.1.2.1. Contacts tab
The Contacts tab consists of the following elements:
- Search field;
- 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).
| Info |
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The search is performed by the full Users extensions , or by using the * symbol for a partial search. |
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 
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:
Inbound callcall (Fig.3
(1))):
- Active calls;
- Missed list (Fig.3(2)) calls;
- Offline list (Fig.3(3));
- Calls distributed manually (Fig.3(4)).
- calls;
- Self-assigned calls.
Fig. 3. Call lists
When the 
button 
icon is clicked, the block increases, and the button icon changes to 
.
Clicking the 
button 
icon decreases the block and changes the button icon to .
| Info |
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The tab the Agent is on is underlined with a yellow line. |
1.2.1.
Inbound callActive 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).
Fig. 4. Call info tab
How to receive an incoming accept a call can be found here.
1.2.2.
Missed listMissed 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 
.
Fig. 5. Call back on a missed callRinging back to a missed call
When you hover the cursor over a missed call record, the 
is displayed instead of the 
. Clicking deletes the missed call.
If the call is distributed to several Agents and none accepts it, it is displaced on the Missed calls of all these Agents. If one initiates a callback, the call is removed from the Missed calls of all Agents, regardless of whether the Subscriber picked up the phone.
If the call is distributed to several Agents and the last one accepts it, it is not displayed in Missed calls to other Agents.
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).
Fig. 6. Choose a Subscriber from the offline listOffline 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.
| Info |
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In the reduced left block, |
1.2.4.
Calls distributed manuallySelf-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 - 
a number equal to the number of such calls is added next to the list name (Fig.7).
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 the 
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%
- <
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